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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 31, 2022 |
Business value
Agents who use Dynamics 365 Customer Service can easily collaborate with anyone within their organization, such as agents from other departments, supervisors, customer service peers, or support experts, over Microsoft Teams to resolve customer issues without leaving the case or conversation. Agents can link Teams chats directly to Customer Service records, enabling a contextual experience.
Feature details
Administrators can now use custom rules to define the suggested CRM contacts agents see when starting linked chats. The existing out-of-the-box rules for suggested contacts are enhanced, providing organizations the flexibility to adapt these suggestions to their business process.
See also
Collaborative customer support helps agents resolve issues faster (blog)
Overview of collaboration (docs)