Agent collaboration in Dynamics 365 Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
Dynamics 365 Customer Service includes multiple collaboration features to help agents identify experts. It also helps agents engage with and set up meetings with their peers in Microsoft Teams. Organizations can use the available collaboration features to turn their business into a unified customer service center.
Learning objectives
In this module, you'll:
- Examine embedded chat by using Teams.
- Learn about customer support swarming by using Teams.
- Share Dynamics 365 records within Microsoft Teams.
Prerequisites
Basic understanding of Dynamics 365 Customer Service