Category Archives: Customer Service

Enhancing Customer Service Operations with Copilot Immersive Preview in Dynamics 365

Microsoft Dynamics 365 Customer Service provides AI-powered assistance through Copilot features that help customer service representatives improve productivity and streamline support operations. One of the latest additions is Copilot immersive (preview), which introduces a conversational workspace experience directly inside Dynamics 365 Customer Service. In this blog, we will explore how to enable Copilot immersive preview,… Read More: Enhancing Customer Service Operations with Copilot Immersive Preview in Dynamics… »

Enhance Efficiency with the New Queue Items Control in Dynamics 365 Customer Service

The Queue Items control is another addition to the new PCF controls available for Customer Service. This feature allows users to see related queue item details directly within the case, without needing to open them by clicking a button. It makes it much easier to quickly check which queue the case is in and who… Read More: Enhance Efficiency with the New Queue Items Control in Dynamics… »

Recent records component and show customer details in the side pane in Dynamics 365 CRM Customer Service

In this article, We will discover more about the brand-new feature that Microsoft unveiled in the 2023 Release Wave 1. The recent records component allows users to view related cases on a form. Compared to the old grid, this component has better visualization of the record list. Also, we will see how we can see… Read More: Recent records component and show customer details in the side… »

How to apply filters on Multi Choices Columns in Dynamics 365 CE

Filtering the table records for the Multi Choice fields/columns is easier if only one option is selected and can be done using the “Equal & Does not equal” filters present. But while filtering the data when more than one option is selected, the “Equal & Does not equal” filter doesn’t work as required so, in… Read More: How to apply filters on Multi Choices Columns in Dynamics… »

Editing capability for Customer Service Historic Analytic Report within Dynamics 365 CE

Introduction: The Historic analytic report summarizes historical case details based on the agent and topics with the Summary, Agent and Topics pages which includes KPI, charts, tables etc. Now there is a way to edit historic analytic reports as per one’s requirement. This we have already seen in previous the blog. In this blog, let’s… Read More: Editing capability for Customer Service Historic Analytic Report within Dynamics… »

Customer Service Historical Analytics Report in Dynamics 365 Customer Service – Part 2

Introduction: In the previous blog, we already explored the “Customer Service Historical Analytics” report and the different dashboards available. Recently, I was going through this doc where different KPIs are listed. I was interested in “Avg. CSAT” and “Avg. survey sentiment” which were not displayed and shown as blank. This made me explore and find… Read More: Customer Service Historical Analytics Report in Dynamics 365 Customer Service… »

Customer Service Historical Analytics Report in Dynamics 365 Customer Service – Part 1

Introduction: In today’s competitive world, customer satisfaction is very important. Providing appropriate and timely service lets you earn your customer’s trust for life. Also, knowing your customer enables you to provide better service and optimize your agent’s productivity. ‘Customer Service Insights’ is now embedded in Dynamics 365 customer service with the inbuilt AI capabilities. The… Read More: Customer Service Historical Analytics Report in Dynamics 365 Customer Service… »

Benefits of Pause and Resume Customer Voice Survey feature

Introduction Microsoft introduced Customer Voice in 2020 to get feedback from the customer and save it into Customer voice entities in Dynamics 365 CRM. They also introduced new features in the Customer voice. In this blog, we will discuss one of the new features of customer voice i.e., Pause and Resume Customer Voice. Please find… Read More: Benefits of Pause and Resume Customer Voice Survey feature »

Automate a process to pick files from the on-premises network and upload them to Dynamics 365 CE (Online)

Introduction Using the Power Automate (Flow) and an on-premises data gateway, we can automate a process for organizations where they want to communicate their systems from on-premises networks to Cloud. For example, automating a routine task when a defined event triggers on on-premises networks or local servers. Defined event maybe when a file is created… Read More: Automate a process to pick files from the on-premises network… »

Scheduling multiple appointments for the same time and same person

Introduction Often you would come across scenarios where you would want to schedule more than one appointment for a user for the same time. In Microsoft Dynamics CRM, if you try to do this most often you would come across the following warning. Being a warning you can always click on continue and go ahead… Read More: Scheduling multiple appointments for the same time and same person »