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Dynamics 365 Customer Service is a powerful tool for managing your contact center. Its built-in analytic dashboards, such as the recently launched Omnichannel real-time analytics dashboard, provide a wealth of industry standard KPIs and metrics to he
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Depending on your organization, you might create bookings and want them to immediately appear on your field technicians mobile devices. But what if you want to plan the whole day and have new bookings appear for technicians as you see fit?The fiel...
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The new scheduling experience in Customer Service Hub is now live. It is powered by Universal Resource Scheduling and provides an efficient way to schedule resources for service activity. It considers the availability of employees, facilities, and...
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We are excited to introduce support for Copilot in Dynamics 365 Customer Service across multiple geographic regions, or cross-geo support. During the past few months, we successfully rolled out Copilot features to customers in the United States. Foll
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When unified routing is running smoothly for your customer service organization, incoming work items are routed to the best agent and the service workload is optimized and efficient. Depending on the needs of your business, the underlying routing ...
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The Schedule Assistant in Universal Resource Scheduling has an option to “Ignore Travel Time” when searching for availability. This option allows you to search for a resource within a certain radius, but it does not require th...
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We know how important it can be to see a product, test drive all its capabilities, and explore different features before you are ready to buy. With the Dynamics 365 Customer Service trials, you can quickly and easily experience the product for fre...
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Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly.This release...
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Templates are a fast and easy way to send consistent, professional, preformatted email messages. They're a time-saving feature that agents loveexcept when they forget the name of a template or have so many that quickly finding the right one be...