Karthik Balasubramanian posts

Senior Product Manager, Dynamics 365 Customer Service

May 6, 2022

2 min read

Knowledge search enhancements improve agent productivity and customer satisfaction

A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction.
June 22, 2021

1 min read

Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk 4.2

Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements.
April 9, 2021

2 min read

Knowledge management enhancements increase agent efficiency

Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly.
October 13, 2020

2 min read

Build targeted user experiences efficiently by using app profiles in multisession apps

If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps.

Get started with Dynamics 365

Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.

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Knowledge search enhancements improve agent productivity and customer satisfaction

Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk 4.2

Knowledge management enhancements increase agent efficiency

Build targeted user experiences efficiently by using app profiles in multisession apps

Get started with Dynamics 365