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Dynamics 365

Try skill-based agent search in Dynamics 365 Customer Service

We’re excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service. With this latest release, agents can now search for other agents based on specific skills, facilitating seamless consultations and transfers during customer interactions. 

In today’s fast-paced customer service environment, it’s crucial for agents to have access to the right expertise at the right time. With our new skill-based search functionality, agents can now easily identify and connect with other agents who possess the necessary skills to address customer inquiries effectively.

Efficient consultations and transfers 

During a conversation with a customer, agents can initiate a consultation with another agent by specifying desired skills such as language proficiency or product knowledge. The system will then display a list of agents who match the specified criteria. The list includes their names, presence status, and relevant skills. 

Seamless user experience 

We’ve also redesigned the entire user interface for consult and transfer, providing agents with more modern and intuitive controls. We also made it easier to find the right agent without needing to scroll.

Optimal service delivery 

By enabling agents to search for and collaborate with other agents based on skills, organizations can provide optimal customer service. This optimization helps significantly reduce misroutes. Agents can quickly consult with experts in specific areas, ensuring that customer inquiries are addressed by the best-suited agent, ultimately enhancing customer satisfaction and loyalty. 

Enable skill-based search for your agents 

The latest release will have this default on for all customers. Administrators do not need to perform additional configuration steps to turn this on. 

We’re committed to continuously improving our platform to meet the evolving needs of our customers. Stay tuned for more updates and enhancements to come! 

Learn more 

Watch a quick video introduction.