The latest release of
- Microsoft Teams Integration: Improve user experience by enabling Microsoft Teams in Dynamics 365 to collaborate with team members regarding cases and access relevant information at your fingertips. Set an appointment, start a chat conversation, or call colleagues regarding case records without having to exit Microsoft Dynamics 365 CRM.
- Unified Routing – Preferred Agent Routing: Automatically assign and route service tickets to the right agent in Microsoft Dynamics 365 Customer Service. Set up case assignment rules for automatic case distribution to agents based on skills, geography, etc.
- Email Template Designer and Dynamic Signatures: Utilize and customize email templates to respond quickly to customers. Eliminate the need to check that agent signatures are uniform by using dynamic text in the email signature template.
- Customer Service Historical Analytics and Knowledge Analytics: Monitor CSAT and volume of cases in Microsoft Dynamics 365 Customer Service Dashboard to evaluate customer service performances and inefficiencies. Track Knowledge Analytics to identify the most frequent queries and cases, leading to effectively addressing issues. Discover and adapt current and emerging trends through Historical Analytics as it examines insights and patterns of cases.
Together, these new customer service functionalities offer a streamlined customer support experience for your service agents and ensure your customers always receive the right support from the right people.
Interested in the new features of Microsoft Dynamics 365 Customer Service? Read more here:
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