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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November 7, 2022

1 min read

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.
November 3, 2022

2 min read

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.
News and product updates

October 19, 2022

2 min read

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.
News and product updates

October 19, 2022

3 min read

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.
Tips and guides

September 29, 2022

2 min read

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.
Tips and guides

September 7, 2022

3 min read

Empower self-service by adding knowledge base search to your bots

Customers appreciate the quick access to help that self-service bots provide.
Tips and guides

September 6, 2022

2 min read

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.
Tips and guides

June 1, 2022

2 min read

Improve CSAT by connecting customers to agents using automatic assignment in unified routing

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents.
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.
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.
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

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.

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