CONTENUTI

Work with cases in Dynamics 365 Customer Service

• Transform service delivery with AI in Dynamics 365
• Managing cases with Dynamics 365 Customer Service Hub
• Manage cases with Copilot Service workspace
• Manage case workloads with Dynamics 365 Customer Service queues
• Collaborate with Microsoft Teams in Dynamics 365 Customer Service
• Configure AI for case management in Dynamics 365 Customer Service
• Create or update records automatically in Customer Service Hub

 

Work with entitlements and service level agreements in Dynamics 365 Customer Service

• Work with service-level agreements in Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service

 

Work with Knowledge Management Solutions in Dynamics 365 Customer Service

• Configure knowledge management in Dynamics 365 Customer Service and Contact Center
• Search and filter knowledge articles by using Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases

 

Help service reps be more productive in Dynamics 365 Customer Service

• Configure experience profiles in Dynamics 365 Customer Service
• Enhance representative productivity with Customer Service workspace
• Manage cases with Copilot workspace
• Enhance service representative productivity and personalization in Omnichannel for Customer Service
• Enhance service representative productivity and personalization in Customer Service Hub
• Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
• Create smart assist solutions in Contact Center for Dynamics 365 Customer Service

 

Route and distribute work in Dynamics 365 Customer Service

• Set up unified routing in Dynamics 365 Customer Service
• Configure work classification and assignment in Dynamics 365 Customer Service
• Use skill-based routing in Dynamics 365 Customer Service
• Entity record routing with Omnichannel for Dynamics 365 Customer Service

 

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

• Handle conversations in Copilot Service workspace
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Deploy a Voice channel in Dynamics 365 Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
• Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
• Integrate an agent for Contact Center and Dynamics 365 Customer Service

 

Create surveys with Dynamics 365 Customer Voice

• Create a survey project with Dynamics 365 Customer Voice
• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Embed surveys in your website with Dynamics 365 Customer Voice
• Create customer Power BI reports in Dynamics 365 Customer Voice

 

Get started with Dynamics 365 Customer Service scheduling

• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling

 

Work with Customer Service Insights

• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service