Omnichannel for Customer Service – Collection
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Dynamics 365 Customer Service – Quality Evaluation Agent for Bulk Case Evaluation
We are announcing the ability to use Quality Evaluation Agent (QEA) for Bulk Case Evaluation in Dynamics 365 Customer Service. This feature wi...
Dynamics 365 Customer Service – Generate short‑term forecast duration up to one year
We are announcing the ability to generate short‑term forecast scenarios with a duration of up to 365 days (one year) in Dynamics 365 Customer ...
Dynamics 365 Customer Service – Generate long-term forecasts up to three years
We are announcing the ability to generate long-term forecasts of up to three years in Dynamics 365 Customer Service. This feature will reach g...
Dynamics 365 Customer Service – Edit schedule bookings with drag and drop
We are announcing the ability to edit agent schedule bookings using drag-and-drop interactions in Dynamics 365 Customer Service. This feature ...
Dynamics 365 Customer Service – Leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria
We are announcing the ability to leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria in Dynamics 365 Cust...
Dynamics 365 Customer Service – Quality Evaluation Agent Evaluation Criteria Extensibility
We are announcing Quality Evaluation Agent Evaluation Criteria Extensibility in Dynamics 365 Customer Service. This feature will reach general...
Dynamics 365 Customer Service – Quality Evaluation Agent Evaluation Criteria Extensibility
We are announcing Quality Evaluation Agent evaluation criteria versioning in Dynamics 365 Customer Service. This feature will reach general av...
How to Use Copilot Recommended Email Templates in Dynamics 365 Customer Service
Manual email drafting can lead to delays, inconsistencies, and agent fatigue. The Copilot feature in the Dynamics 365 Customer Service workspa...
We need to talk about... Dynamics 365 Customer Service... Release Wave 2 for 2025
Next in my blog, I will launch a series on the changes we can expect to see as part of Release Wave 2 for 2025 and today’s article outlines th...