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

November 15, 2023

4 min read

Announcing Microsoft Copilot for Service

In this blog, we will discuss the opportunity for organizations to delight their customers with generative AI-powered service experiences and explain some of the new innovations we’re announcing to make it a reality.
Tips and guides

November 14, 2023

3 min read

Boost customer engagement with Apple Messages for Business

With Dynamics 365 Customer Service, you can use Apple Messages for Business to expand your consumer reach, reduce costs, and provide seamless interactions.
News and product updates

November 7, 2023

2 min read

Embrace agent availability to reduce customer wait times

In the realm of customer service, one enduring pain point affects both customers and service providers: the uncertainty of agent availability.
Analyst reports

November 7, 2023

5 min read

Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center

It is with great pride that Microsoft has been recognized as a Leader within the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center.
News and product updates

October 31, 2023

2 min read

Enhance agent efficiency and flexible work distribution with capacity profiles

The ability to create agent-specific capacity profiles in Dynamics 365 Customer Service is revolutionizing the way businesses distribute workloads.
Events

October 25, 2023

5 min read

Microsoft Business Applications Launch Event introduces wave of new AI-powered capabilities for Dynamics 365 and Power Platform

Today, at the Microsoft Business Applications Launch Event, we kicked off the 2023 release wave 2 for Microsoft Dynamics 365 and Microsoft Power Platform, a six-month rollout of new and enhanced capabilities scheduled for release between October 2023 and March 2024.
News and product updates

October 23, 2023

3 min read

Use Application Insights to diagnose conversations in Dynamics 365 Customer Service

Application Insights, an extension of Azure Monitor, provides greater visibility into conversation-based operational telemetry in Dynamics 365 Customer Service.
News and product updates

October 23, 2023

4 min read

Modernize customer support with Copilot in Dynamics 365 Customer Service

The year 2023 has ushered in dramatic innovations in AI, particularly regarding how businesses interact with customers.
News and product updates

October 16, 2023

2 min read

Solve case creation issues using the enhanced activity monitor tool

The activity monitor tool provides recommendations to administrators with steps to avoid future case creation issues by making changes to the rule configuration.
Events

October 4, 2023

2 min read

Discover new AI for Microsoft Dynamics 365 at our tenth Business Applications Launch Event

AI is ready for work—the question is: What will your business do with it? Join us at the Microsoft Business Applications Launch Event on October 25 and explore how to create an AI-powered business that helps people and teams be more productive, solve problems faster than ever, and focus more energy on building revenue.
News and product updates

September 26, 2023

2 min read

Try the new outbound dialing experience in Dynamics 365 Customer Service

The October release of Dynamics 365 Customer Service features a more intuitive, streamlined, and efficient outbound dialing experience.
Customer stories

September 7, 2023

7 min read

From Microsoft to global brands, Dynamics 365 Copilot is helping transform customer experiences across service, sales, and marketing

Six months ago, we introduced Microsoft Dynamics 365 Copilot, the world’s first AI Copilot natively built for customer relationship management (CRM) and enterprise resource planning (ERP) applications.

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