CONTENUTI

Work with cases in Dynamics 365 Customer Service

• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Manage cases with Dynamics 365 Customer Service workspace

 

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

• Create knowledge management solutions in Dynamics 365 Customer Service
• Search and filter knowledge articles by using Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases

 

Help agents be more productive in Dynamics 365 Customer Service

• Create custom experiences for agents with agent experience profiles in Customer Service
• Enhance agent productivity with Customer Service workspace
• Manage cases with Dynamics 365 Customer Service workspace
• Enhance agent productivity and personalization in Omnichannel for Customer Service
• Enhance agent productivity and personalization in Customer Service Hub
• Get started with Dynamics 365 Productivity Tools
• Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

 

Route and distribute work in Dynamics 365 Customer Service

• Get started with unified routing for Dynamics 365 Customer Service
• Route and distribute work with unified routing 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

• Get started with Omnichannel for Customer Service
• 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 a Microsoft Copilot Studio copilot with Omnichannel for 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

 

Use Connected Customer Service with Dynamics 365

• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT