Omnichannel for Customer Service – Collection
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Dynamics 365 Customer Service – Case sentiment insights
We are announcing a new feature for Dynamics 365 Customer Service known as Case Sentiment Insights. This feature is designed to give agents an...
Dynamics 365 Customer Service – Simulate case‑resolution flows before production
We are announcing the ability to simulate case‑resolution flows before production in Dynamics 365 Customer Service. This feature will reach ge...
Dynamics 365 Customer Service – Unify next‑step suggestions across Microsoft AI and custom agents
We are announcing the ability to surface recommended next steps for agents in Dynamics 365 Customer Service. This feature will reach general a...
Dynamics 365 Customer Service – Enhance timeline with AI-driven filtering and attribution
We are announcing the ability to enhance the timeline with AI-driven filtering and attribution in Dynamics 365 Customer Service. This feature ...
Dynamics 365 Customer Service – Define critical questions in evaluation criteria
We are announcing the ability to define critical questions in evaluation criteria in Dynamics 365 Customer Service. This feature will reach ge...
Dynamics 365 Customer Service – Control evaluation volume with sampling
We are announcing the ability to control evaluation volume with sampling in Dynamics 365 Customer Service. This feature will reach general ava...
Dynamics 365 Customer Service- Generate AI-driven dynamic forecasts with intelligent method selection
We are announcing the ability to generate AI-driven dynamic forecasts with intelligent method selection in Dynamics 365 Customer Service. This...
Dynamics 365 Customer Service – Record and review full‑screen representative activity
We are announcing the ability to record and review full-screen representative activity in Dynamics 365 Customer Service. This feature will rea...
Dynamics 365 Customer Service: Simulate AI field prediction with Case Management Agent
Simulation enables administrators to assess how the Case Management Agent performs field prediction, evaluate the quality of those predictions...