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.
Agentic CRM systems: Learnings from organizations making the switch
With Microsoft Dynamics 365, organizations are embracing a modern, AI-first approach that redefines productivity and customer engagement.
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey.
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts.
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline contact center operations. What is intent-based routing?
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users.
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications.
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details.
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment functionality to select and deploy the best available service representative for the work.
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction.
Empower your Contact Center workforce with shift bidding and swapping
Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift bidding, empowering service representatives with greater control over their schedules while helping managers easily manage staffing.