Dynamics 365 Customer Engagement
Ask a Question (Copilot) in Dynamics 365 Customer Service
Agents can use the “Ask a question” functionality from within the Copilot help pane, to ask questions for quick resolution of the case. To…
Tag: Service
Dynamics 365 Customer Engagement
Use Copilot to summarize cases – Dynamics 365 Customer Service
We can make use of copilot to summarize the cases. It applies to cases that are canceled and resolved also. To enable it Navigate…
Dynamics 365 Customer Engagement
Enable Copilot in Customer Service and Custom Apps (Dynamics 365)
Copilot (preview) for Dynamics 365 Customer Service provides the following features – To enable it, navgiate to Customer Service Admin Center >> Agent Experience…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Agent Specific Capacity Profiles
Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for…
Dynamics 365 Customer Engagement
Omnichannel For Customer Service – Identify Customers
Within Microsoft’s Omnichannel for customer service we can automatically identify customers based on their phone number. (Or email for web chat!) But what logic…