Customize the conversation table for your business needs
With custom columns in the conversation table, organizations can enable agents to quickly summarize interactions and associate conversations with leads.
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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Accelerate support ramp-ups, handoffs, and wrap-ups with Copilot summarization
Copilot summarization automatically generates concise and informative summaries of conversations and cases in simple, intuitive natural language. -
Boost your productivity with timeline enhancements
Layout personalization and persistent filters to inline attachment and transcript views are designed to boost user personalization and productivity. -
Transform your customer support organization with copilot AI in 30 days
With the preview of Copilot in Dynamics 365 Customer Service, it’s easy to bring next-generation AI to your customer support organization. -
How real-time analytics improve supervisor experiences in Customer Service
Real-time analytics are critical for organizations that want to stay on top of their contact center operations. -
Get quick access to your most-used knowledge articles
We are excited to announce a new feature in Dynamics 365 Customer Service that allows you to mark knowledge articles as favorites. -
Intraday insights are deprecated and replaced by real-time analytics reports
Starting Monday, May 1, 2023, we are deprecating the Intraday Insights reports and encouraging customers to move to Real-Time Analytics reports. -
Create and manage cases efficiently with enhanced case forms
Enhanced case forms in Dynamics 365 Customer Service provide a streamlined layout to expedite case creation and show relevant information. -
Improve operations with real-time analytics in Dynamics 365 Customer Service
Dynamics 365 Customer Service real-time analytics give contact center managers visibility into overall support performance. -
Drive brand loyalty with a customizable live chat widget in Dynamics 365 Customer Service
We are excited to announce our upgraded live chat widget that allows you to customize every detail of the widget to match your brand identity. -
Insert templates faster with email template views
With integrated record selection and email template views, finding the right email template is easier than before. -
Create beautiful email templates with enhanced email editor
With email templates, agents spend less time writing the same content repeatedly and more time helping the customers.
