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Dynamics 365

Product: Dynamics 365 Customer Service​

Blog posts for: Business Decision Makers IT Professionals

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.

Image incorporating the Copilot icon and a photograph of people sitting at a table with a laptop.
Published 
6 min read

Microsoft Copilot for Sales and Copilot for Service are now generally available 

Microsoft is dedicated to helping organizations transform the way people work using secure, enterprise-grade AI capabilities, no matter which business applications teams depend on. Starting today, you can seamlessly integrate role-specific Copilot capabilities into Microsoft 365 applications and popular customer relationship management (CRM) and contact center systems for sales and customer service professionals.
Abstract graphic design incorporating a photograph of two coworkers talking in a studio.
Published 
6 min read

2024 release wave 1 plans for Microsoft Dynamics 365 and Power Platform now available 

On January 25, 2024, we published the 2024 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between April 2024 and September 2024. This first release wave of the year offers hundreds of new features and improvements.
A woman using a laptop computer
Published 
2 min read

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. Least active routing, formerly known as most-idle routing, is an assignment strategy that can help achieve this. It assigns work to agents based on when they end their last conversation.
Customer service agents sitting with headsets at laptops smiling.
Published 
2 min read

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. When customers engage in live chat for assistance, the last thing they want is to be left hanging in a seemingly endless queue, uncertain about when they’ll connect with a support agent.