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.
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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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. -
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. -
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. -
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. -
Improve admin productivity with guided Customer Service channel setup and settings search
We recently announced the unified Customer Service admin center, which consolidates administration experiences across the Microsoft Dynamics 365 Customer Service suite. -
Use percentage-based routing to load-balance customer service requests
Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents. -
Queue overflow management keeps customers happy during peak demand
As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. -
Skill-based routing and one-stop user management help you keep up with customer service demands
Skill-based routing automatically assigns the agents with the right skills to work on customer support requests. -
Unified admin center replacing Customer Service standalone experiences
In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. -
Empower self-service by adding knowledge base search to your bots
Customers appreciate the quick access to help that self-service bots provide. -
Use preferred agent routing to create lifelong customer relationships
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers.
