Dynamics 365 Customer Service documentation

Discover how to make the most of Dynamics 365 Customer Service with training, docs, and videos covering product capabilities and how-to articles. Learn about the suite of capabilities that Customer Service provides and ensure that your business delivers the best customer service experience to your customers.

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Welcome to Dynamics 365 Customer Service

What's new

What's new

Training

Training

Concept

Troubleshoot

Implement

Guidance

• Security and compliance
• Implementation

Try/Buy/Provision

• Try Customer Service
• Buy Customer Service
• Provision channels

Set up

• Set up roles and enable users in Omnichannel for Customer Service
• Set up personas and privileges in Customer Service and Omnichannel for Customer Service
• System requirements for Customer Service workspace

Administer and develop

Configure

• Provision unified routing for Customer Service
• Configure the voice channel
• Configure service-level agreements

Develop

• Omnichannel for Customer Service entity reference
• Live chat SDK Reference
• Develop a custom live chat widget

Customize

• Customize the case resolution experience
• Customize forms for your agents and supervisors
• Customize analytics and insights
• Customize data models of historical and real-time analytics reports

Integrate

• Integrate a third-party IVR system with voice channel
• Integrate AI agents
• Integrate knowledge management in Dynamics 365 with Copilot Studio agents
• Integrate Microsoft Teams meeting

Configure Copilot features

• Manage copilot features in Customer Service
• Enable features in Copilot pane
• Enable Copilot case and conversation summaries

Add-in solutions

• Unified Service Desk
• Dynamics 365 Channel Integration Framework

Use

Manage cases and solve issues within SLAs

• Create cases
• Manage cases with case grids
• Manage cases using interactive dashboards
• Work with SLAs

Communicate over channels that customers prefer

• Communicate over multiple channels
• Communicate over the voice channel
• Transfer calls and consult with users in the voice channel
• View the communication panel

Increase productivity and customer satisfaction

• Use the productivity pane to resolve customer issues
• Use email to interact consistently with customers
• Manage conversations and activities on the timeline
• Search and use knowledge articles

Use Copilot features

• Use Copilot filters
• Ask a question
• Write an email with Copilot

Use AI capabilities

• View AI-suggested similar cases and knowledge articles
• Use suggested contacts
• Use auto-summarization for ongoing conversations
• Collaborate with AI-suggested contacts in Microsoft Teams

Get insights and analyze service operations

• Use Omnichannel for Customer Service dashboards
• Use Omnichannel real-time analytics dashboards
• Use report metrics
• Use bookmarks for reports
• Customize visual display

Collaborate using Microsoft Teams

• Collaborate without switching context
• Use Teams meetings
• Use customer support swarming to resolve issues

Explore your apps

• Admins, use Customer Service admin center
• Agents, use Customer Service workspace
• Team members, use Customer Service Team Member

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