Dynamics 365 Customer Service

Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.

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News and product updates

April 9, 2021

2 min read

Knowledge management enhancements increase agent efficiency

Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly.
Tips and guides

May 4, 2021

2 min read

Improved SLA timer control helps agents track KPIs

Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that is optimized to display service-level agreement metrics, and it supports the display of multiple SLA metrics at the same time.
Tips and guides

May 17, 2021

4 min read

Increase customer satisfaction and agent productivity with unified routing

Customer service managers are constantly searching for more efficient ways to streamline management of incoming service requests, and the backbone of any customer service center operation is routing and assigning cases efficiently.
Tips and guides

June 22, 2021

1 min read

Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk 4.2

Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements.
Tips and guides

July 15, 2021

3 min read

How to approach your routing and assignment transformation with unified routing

The new unified routing capabilities in Dynamics 365 Customer Service allows organizations to implement incremental improvements without having to completely overhaul routing and assignment procedures all at once.
Tips and guides

October 29, 2021

3 min read

Use analytics and reporting to improve routing of customer service requests

In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent.
Tips and guides

November 24, 2021

3 min read

Use intelligence to transform routing of service delivery requests

Any call center that uses unified routing is going to notice gains in efficiency.
December 14, 2021

4 min read

Use diagnostics to optimize unified routing for your call center 

Customer service organizations enjoy an optimized, efficient workload when unified routing is running smoothly; however, if something goes wrong, you’ll want the streamlined problem-solving capability introduced in Dynamics 365 Customer Service.
News and product updates

December 16, 2021

2 min read

Engage with customers in Dynamics 365 Customer Service Community Preview

Organizations need to interact with their customers to solicit feedback on products and services.
Tips and guides

May 2, 2022

2 min read

Solve unified routing issues faster with enhanced diagnostics

Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability.
News and product updates

May 3, 2022

4 min read

Workstream fallback queues ensure no customer goes unattended

Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work.
News and product updates

May 6, 2022

2 min read

Knowledge search enhancements improve agent productivity and customer satisfaction

A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction.

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