Customer Service news & resources

From the Microsoft Dynamics 365 CE/CRM Blogs: Knowledge management and customer service; Verbatim knowledge responses; Enhancing D365 Customer Service; Self-running daily CRM pipeline report

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Customer Engagement Customer Service Customer Service Dynamics 365 Sales Sales & Marketing

Microsoft launches AI workforce engagement management for Dynamics 365 Customer Experience

by MSDW Reporter
Microsoft focuses on coordinating supervisors, service reps, and AI agents
Contact Center Contact Center Copilot Customer Engagement Customer Experience (CX) Customer Service Customer Service Dynamics 365 Dynamics CRM
Microsoft 365 Copilot Chat and Cowork options

Microsoft announces worldwide GA of Copilot Cowork, including Dynamics 365 CE plugins

by Jason Gumpert
Billing goes into effect, with a “Copilot 1” model coming soon and a new list of partner plugins planned
Copilot Customer Engagement Customer Service Customer Service Dataverse (CDS) Dynamics 365 Dynamics CRM Power Platform Sales Sales & Marketing

From the Microsoft Dynamics 365 CE/CRM Blogs: Event templates; Modernizing case management; Scheduling operations agent; Customer agentic CRM

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Event Management Field Service Field Service Marketing Automation Sales

From the Microsoft Dynamics 365 CE/CRM Blogs: Quality evaluation agent; Event overview analytics dashboard; Contact Center voice agents; D365 Sales and AI

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Contact Center Contact Center Customer Engagement Customer Insights - Journeys (Marketing) Customer Service Dynamics 365 Marketing Automation Sales Sales & Marketing
File folders in a drawer

Why Dirty CRM Data in Dynamics 365 Is Costing You More Than You Think

by Sam Kumar
Why your Dynamics 365 CRM system is only as good as the data inside it
Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Management Dynamics 365 Dynamics CRM Sales Sales & Marketing

From the Microsoft Dynamics 365 CE/CRM Blogs: New release wave features; Expiring Segments; Agents and copilots in CE solutions; Agentic AI for Customer Service

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Marketing Automation Sales

From the Microsoft Dynamics 365 CE/CRM Blogs: Opportunity pipelines; Boost business reliability; D365 CE Release Wave 1 notes

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Customer Engagement Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Sales & Marketing
Service Agent in Microsoft 365 Copilot

Microsoft details Service Agent capabilities in Microsoft 365 Copilot

by Jason Gumpert
Agent reaches public preview with initial set of capability areas revealed
Copilot Customer Engagement Customer Service Customer Service Dataverse (CDS) Dynamics 365 Power Apps Power Platform

From the Microsoft Dynamics 365 CE/CRM Blogs: What’s new in Customer Service; Managing release waves; Configuring AI models; Sales prediction

by MSDW Reporter
A selection of the latest insight from the Dynamics 365 CE/CRM blogs
Copilot Customer Engagement Customer Service Customer Service Dynamics 365 Dynamics CRM Sales

LATEST VENDOR RESOURCES

[Dynamics 365 CE @ Work] Turning Customer Data into Revenue: Leveraging D365 Customer Insights for Better Engagement

TD SYNNEX

60 Tips in 60 Minutes: Dynamics 365 Customer Insights

Coffee + Dunn

Microsoft Dynamics 365 Contact Center: Executive Overview

JourneyTeam

Inbox or Ignored: Navigating Deliverability in Dynamics 365 Customer Insights – Journeys

Coffee + Dunn

Top Features of the Business Central Sales & Service Module Every Partner Should Know

TD SYNNEX
More Customer Service Videos

Lead the Change: Build a Future-Proof Customer Contact Center with AI

JourneyTeam
Ready to modernize your contact center? This guide breaks down exactly how.
Call Tracking Contact Center Contact Center Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Telephony

Sell Smarter, Serve Faster: A Practical Guide to Microsoft Dynamics 365 CRM

JourneyTeam
Struggling with a CRM that creates more work than it solves? This guide breaks down how Microsoft CRM and Copilot simplify sales, service, and marketing with AI-driven productivity
AI and Machine Learning Azure Contact Center Contact Center Copilot Customer Engagement Customer Experience (CX) Customer Insights - Data Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service

10 of the Best Practices to Improve Customer Service

Ledgeview Partners

A guide for managers and lead reps

Customer Engagement Customer Service Dynamics 365

The 2017 State of B2B Email Marketing

Click
What strategies and tactics have had the greatest impact on B2B email marketing in 2017?
Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Email Management Marketing Automation Sales Sales & Marketing
More Customer Service White Papers

Protech Automotive Solutions – Field Operations / Dynamics 365 + Power Platform

JourneyTeam
Transforming field operations with a connected Microsoft Dynamics 365 and Power Platform solution
Automotive Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Field Service Field Service Power Platform Project Operations Project Service Automation

MACRC: Reducing Processing Times With a Streamlined Dynamics CRM System

Forvis Mazars
Adoption of Microsoft technologies allowed MACRC to better serve members and improve operations.
Customer Engagement Customer Service Customer Service Dynamics 365 Healthcare Power Automate Power Platform

Crow Wing County: Agile Technology Solutions with Dynamics 365 CRM

Forvis Mazars
See how employing a new CRM system led to streamlined workflows and increased efficiencies.
Customer Engagement Customer Service Customer Service Dynamics 365 IT Service Management (ITSM)
More Customer Service Case Studies

Next Best Action - AI/ML-Powered Recommendations for Microsoft Dynamics 365 CRM

Next Best Action is an AI/ML-powered assistant for Microsoft Dynamics 365 CRM that analyzes CRM data, customer interactions...
AI Agents Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Field Service Power Apps Power Platform Project Service Automation

Velaro

Make the most of your Microsoft Dynamics investment and gain a 360-degree view of your customers by integrating your CRM with...
Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Sales & Marketing
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