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Tips and guides
Discover practical tips and expert advice tailored for IT professionals. Enhance customer service, streamline supply chain management, and drive efficiency with actionable strategies. Stay updated with the latest best practices for IT professionals and transform your business operations.
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Add voicemail to your call queue management
Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities. -
The right work assignment method can improve agent satisfaction and utilization
As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. -
Unified admin center replacing Customer Service standalone experiences
In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. -
Empower self-service by adding knowledge base search to your bots
Customers appreciate the quick access to help that self-service bots provide. -
Use preferred agent routing to create lifelong customer relationships
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. -
Improve CSAT by connecting customers to agents using automatic assignment in unified routing
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. -
Solve unified routing issues faster with enhanced diagnostics
Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. -
Use intelligence to transform routing of service delivery requests
Any call center that uses unified routing is going to notice gains in efficiency. -
Use analytics and reporting to improve routing of customer service requests
In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent. -
How to approach your routing and assignment transformation with unified routing
The new unified routing capabilities in Dynamics 365 Customer Service allows organizations to implement incremental improvements without having to completely overhaul routing and assignment procedures all at once. -
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.
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