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Improve scheduling experience with Intelligent appointments

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Important

This content is archived and is not being updated. For the latest documentation, go to the Microsoft Dynamics 365 documentation. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview General availability
Users by admins, makers, or analysts May 16, 2022 Sep 14, 2022

Business value

Many communication options are available with financial institutions. However, customers often seek a human connection, getting advice directly from a human advisor, rather than relying on digital channels. This is usually related to an inquiry regarding more complex or sensitive topics that require finding the right expert.

Feature details

Intelligent appointments provides a simple and intuitive path for identifying the right expert to assist with the specific interest or need. It also offers relevant day and time combinations for scheduling an appointment. Customers can self-schedule or continue to use the call center for scheduling. All channels will provide a consistent and flexible experience.

Scheduling works across Dynamics 365 and Exchange Server to ensure that appointments are tracked as part of the customer engagement experience, while also featured in the agent’s personal calendar for easy tracking.