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As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. However, questions about control, security, compliance, and performance linger. That’s why we built Agent hub in Dynamics 365. I...
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For organizations that rely on frontline workers to service and maintain assets in the field, the offline-first experience in Dynamics 365 Field Service Mobile has long been a lifeline. Whether at factory floors, remote oil fields, or underground ...
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An email signature concludes an email with style, professionalism, and branding. Customer service agents need to use their signature when emailing customers. Each agent has a distinctive style, however, and enforcing a standard pattern can be a c...
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As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. Automated work assignment in Microsof...
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Introducing call overflow management in Dynamics 365 Customer Service All customer contact centers face similar issues of limited agent availability during spikes in call volume or calls arriving after hours. At such times, customer satisfacti...
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Business Central leverages ContextIQ to bring data into the flow of work, helping our customers work smarter and increase team performance. However, the efficacy of collaboration within a team, across departments, or on large projects is often im...
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New make-to-order (MTO) automation capabilities available with the October 2022 release of Dynamics 365 Supply Chain Management streamline order-taking and related downstream processes. Supply chain planners can benefit from improved capable-to-p...
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Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents. To provide a world-class customer engagement experience, around the clock and across the globe, large organizations rely on ...
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