Orchestrate your WFM solution with Dynamics 365 Customer Service
WFM holds together the intricate machinery of customer support, ensuring operational efficiency and exceptional customer experiences.
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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Knowledge management best practices for Copilot ingestion
Before agents can use Copilot to answer questions and draft emails, you need to ensure Copilot is using accurate knowledge content. -
Begin your copilot journey with summarization
Summarization is an AI-powered feature that can save you time, improve your accuracy, and enhance the customer experience. -
Enhance agent utilization and engagement with least active routing
Organizations want to get the best out of their agents by maximizing their utilization, distributing work evenly, and providing enough breaks between calls. -
Announcing Microsoft Copilot for Service
In this blog, we will discuss the opportunity for organizations to delight their customers with generative AI-powered service experiences and explain some of the new innovations we’re announcing to make it a reality. -
Boost customer engagement with Apple Messages for Business
With Dynamics 365 Customer Service, you can use Apple Messages for Business to expand your consumer reach, reduce costs, and provide seamless interactions. -
Embrace agent availability to reduce customer wait times
In the realm of customer service, one enduring pain point affects both customers and service providers: the uncertainty of agent availability. -
Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center
It is with great pride that Microsoft has been recognized as a Leader within the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center. -
Enhance agent efficiency and flexible work distribution with capacity profiles
The ability to create agent-specific capacity profiles in Dynamics 365 Customer Service is revolutionizing the way businesses distribute workloads. -
Microsoft Business Applications Launch Event introduces wave of new AI-powered capabilities for Dynamics 365 and Power Platform
Today, at the Microsoft Business Applications Launch Event, we kicked off the 2023 release wave 2 for Microsoft Dynamics 365 and Microsoft Power Platform, a six-month rollout of new and enhanced capabilities scheduled for release between October 2023 and March 2024. -
Use Application Insights to diagnose conversations in Dynamics 365 Customer Service
Application Insights, an extension of Azure Monitor, provides greater visibility into conversation-based operational telemetry in Dynamics 365 Customer Service. -
Modernize customer support with Copilot in Dynamics 365 Customer Service
The year 2023 has ushered in dramatic innovations in AI, particularly regarding how businesses interact with customers.
