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

January 5, 2023

1 min read

Customer Service voice support channel launches in Canada

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand.
Tips and guides

January 5, 2023

2 min read

Direct callback: Because nobody likes to wait on the phone

Ana is excitedly setting up her new smartphone when the screen goes blank.
December 8, 2022

1 min read

New email signature features in Customer Service improve agent productivity

An email signature concludes an email with style, professionalism, and branding.
December 8, 2022

1 min read

Find email templates faster in Customer Service

Templates are a fast and easy way to send consistent, professional, preformatted email messages.
Tips and guides

December 6, 2022

2 min read

Add voicemail to your call queue management

Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities.
Tips and guides

November 29, 2022

4 min read

The right work assignment method can improve agent satisfaction and utilization

As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization.
News and product updates

November 28, 2022

2 min read

Apple Messages for Business channel added to Dynamics 365 Customer Service

The Apple Messages for Business channel is now available in Dynamics 365 Customer Service as part of our digital messaging offer, helping you reach even more customers.
News and product updates

November 23, 2022

2 min read

Call overflow management: A gift to callers and agents this holiday season

Ana is excitedly setting up her new smartphone when the screen goes blank.
News and product updates

November 21, 2022

2 min read

Collaborative customer support helps agents resolve issues faster

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over.
November 18, 2022

4 min read

Discover new ways to analyze your Customer Service data

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers.
November 11, 2022

1 min read

Save personalized views of Customer Service dashboards as report bookmarks

With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we’ve supercharged the humble bookmark.
November 9, 2022

1 min read

Customer Service voice support channel launches in the UK

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand.

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