From the Microsoft Dynamics 365 Customer Engagement Blogs: AI agents for service; Create a case or a lead; Sales workflow; Simplify privileges

In this review of the Dynamics 365 CE blogs:

• Exploring 3 AI agents in Dynamics 365 Customer Service
• Create a case or a lead from a marketing form in Customer Insights - Journeys
• From quote to order: How Dynamics 365 for Sales automates the sales workflow
• Simplify Dynamics 365 privileges with RetrieveUserSetOfPrivilegesByIdsRequest

Exploring 3 AI agents Dynamics 365 Customer Service

Writing on the NewDynamic blog, Travis Scott stated that Microsoft has released three new AI-powered customer service agents for Microsoft Dynamics 365 and Contact Center in public preview: case management, customer intent, and customer knowledge management. 

Scott wrote that these tools help businesses spot issues early, find useful insights, and handle repetitive tasks automatically, making customer service faster, more efficient, and less expensive.

Scott noted that AI agents help contact centers work more efficiently and improve the customer experience. He explained that they learn from experienced customer service reps by analyzing chat logs, call recordings, case notes, and other data. 

Then, they use that knowledge to create helpful content that adjusts to common customer problems, making self-service easier and more effective, according to Scott.

In his blog post, Scott provided detailed information on the three agents: 

• Case management automation AI agent for Microsoft Dynamics 365 Customer Service.
• Customer intent enhancement AI agent for D365 Contact Center.
• Customer knowledge management AI agent for D365 Customer Service.

Create a case or a lead from a marketing form in Customer Insights - Journeys

Writing on her blog, Amey Holden explained why you would want to use a marketing form in Customer Insights - Journeys to create a case.