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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Tips and guides

April 10, 2024

2 min read

Monitor Copilot responses in Dynamics 365 Customer Service

You can use the underlying agent experience data that powers the Copilot dashboard to get interaction data such as transcripts, agent actions, and agent feedback about Copilot responses.
Events

April 10, 2024

5 min read

2024 release wave 1 kicks off with hundreds of AI-powered capabilities for Microsoft Dynamics 365 and Microsoft Power Platform

We launched the 2024 release wave 1 for Microsoft Dynamics 365 and Microsoft Power Platform, a rollout of new features and enhanced capabilities slated for release between April and September 2024.
News and product updates

April 4, 2024

4 min read

Building digital trust in Microsoft Copilot for Dynamics 365 and Power Platform

At Microsoft, trust is the foundation of everything we do.
News and product updates

April 4, 2024

1 min read

Introducing timeline highlights powered by generative AI

Streamlined timeline highlights revolutionize the way users interact with essential activities such as emails, notes, appointments, tasks, phone calls, and conversations.
News and product updates

March 29, 2024

4 min read

Maximize efficiency with forecasting in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service brings a powerful forecasting feature that empowers businesses to predict and manage their service volumes and agent demands effectively.
Analyst reports

March 27, 2024

4 min read

Forrester TEI study shows 315% ROI when modernizing customer service with Microsoft Dynamics 365 Customer Service

We are pleased to share the results of a March 2024 Forrester Consulting Total Economic Impact (TEI) Study commissioned by Microsoft.
Analyst reports

March 11, 2024

4 min read

Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024

Most organizations find it’s no longer good enough to just measure successful service engagements solely on whether a customer issue is resolved.
News and product updates

February 19, 2024

3 min read

Use Microsoft Copilot for Service with your external CRM

Just like Copilot in Dynamics 365 Customer Service, Copilot for Service enables agents to easily manage customer inquiries, track service requests, and provide personalized support.
February 12, 2024

5 min read

Build your Copilot testing strategy in Dynamics 365 Customer Service

Introducing a new tool like Copilot in Customer Service to customer service agents must be well-tested and validated.
News and product updates

February 1, 2024

6 min read

Microsoft Copilot for Sales and Copilot for Service are now generally available

Microsoft is dedicated to helping organizations transform the way people work using secure, enterprise-grade AI capabilities, no matter which business applications teams depend on.
News and product updates

January 25, 2024

6 min read

2024 release wave 1 plans for Microsoft Dynamics 365 and Power Platform now available

On January 25, 2024, we published the 2024 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between April 2024 and September 2024.
News and product updates

January 15, 2024

2 min read

Announcing automatic Copilot enablement in Customer Service

Starting January 19, 2024, Microsoft Copilot in Dynamics 365 Customer Service will be automatically installed and enabled in your Dynamics 365 Customer Service environment.

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