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Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app. The Customer Service Hub (CSH) app will no longer be available for all new organizations with Enterprise licenses. ...
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The modern rich text editor is now our advanced editor for an end-to-end enhanced authoring experience. As part of this advancement, we are phasing out the current rich text editor and integrating its capabilities into the modern rich text editor....
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On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice. The post Use expanded Copilot for Service capabilities in your CRM [https://www.microsoft.com/en-us/dynamics-...
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We're excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service. The post Try skill-based agent search in Dynamics 365 Customer Service [https://www.mic...
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Agents can use Copilot to generate a knowledge draft based on case data including case descriptions, email exchanges, summaries, and agent notes. The post Empower agents to draft case-based knowledge articles with Copilot [https://www.microsoft.c...
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Introducing prompt plugins, enabling agents to securely access Dataverse data such as customers, products, and cases, through Copilot. The post Extend Copilot capabilities with plugins   [https://www.microsoft.com/en-us/dynamics-365/blog/it-prof...
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Try the agent call quality survey in Dynamics 365 Customer Service to swiftly identify and respond to any issues impacting the agent experience. The post Try the agent call quality survey in Dynamics 365 Customer Service [https://www.microsoft.co...
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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. The post Monitor Copilot responses in Dynamics 365 Customer...