Product: Dynamics 365 Customer Service
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.
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. Its end of support date will be June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.
Microsoft is named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
We’re proud to announce that Microsoft has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center.
Try multilingual voice agents in Dynamics 365 Contact Center
Imagine a large retailer with a contact center that supports customers who speak multiple languages. Previously, they needed separate bots for each language, making things complicated and slowing down deployments. Now, with multilingual voice agents, the retailer can handle all customer calls using one phone number, easily switching languages mid-call based on customer input.
Migrate from Customer Service Hub to Customer Service workspace
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. The recent release wave introduced an exciting set of new features to help support representatives be more productive.
2024 release wave 2 launches with hundreds of Copilot capabilities
Enterprise resource planning (ERP) platforms were designed to help integrate the fragmented processes that comprise the operation of a large enterprise. But the way we do business keeps fundamentally changing.
Transform work with autonomous agents across your business processes
Introducing 10 new autonomous agents in Microsoft Dynamics 365 to build capacity for every sales, service, finance, and supply chain team.
Explore what’s new for Copilot and Dynamics 365 at the Business Applications Launch Event
Register today for this virtual event on Tuesday, October 29, 2024, where we will showcase highlights from release wave 2.
All in on AI: Exploring Microsoft’s AI journey through customer service
Our customer service teams are using AI solutions like Microsoft Copilot to ensure our customer service employees are empowered to focus on the most meaningful parts of their jobs.
Try the first-party WhatsApp channel in Dynamics 365 Contact Center
In today’s digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It’s essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty.
Use the modern rich text editor in Dynamics 365 Customer Service
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.