From the Microsoft Dynamics 365 CRM Blogs: Manage cases; Natural language search; Copilot page; Customer Service timeline
In this review of the Dynamics 365 CE/CRM blogs:
- How to manage cases effectively in D365 Customer Service
- Mastering natural language search in D365 Sales
- How to add a Copilot page in the site map entry to your custom sales app?
- Configuration of Copilot timeline highlights in D365 Customer Service
How to manage cases effectively in Microsoft Dynamics 365 Customer Service
On the Stoneridge Software blog, Jesse Bucholz wrote that case management tools in Dynamics 365 Customer Service make it easier to resolve issues, figure out what to do next, and help support agents work more efficiently.
Bucholz examined key components of case management in D365 Customer Service, including automated case creation, activity logging, and entitlements.
He also wrote about the ability to organize and prioritize cases based on internal criteria, configure D365 Customer Service to automatically assign cases through routing rules, and how agents can use natural language prompts to ask Copilot to generate summaries before speaking with customers.
Finally, Bucholz discussed the core benefits of case management in D365 Customer Service.
Mastering natural language search in Dynamics 365 Sales: a game-changer for CRM users
An author writing on the enCloud9 blog stated that it's now easier to find the right data in Dynamics 365 Sales with natural language search, also called Copilot Search.
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