Accelerate case resolution with AI-assisted collaboration in Dynamics 365 Customer Service

Module
7 Units

Intermediate

Functional Consultant

Business User

Customer Service

Help representatives reach the right expertise faster. Configure AI-based suggested contacts to surface coworkers who resolved similar cases, then use connected Microsoft Teams chats and customer-facing Teams calls to move complex issues toward resolution without losing context.

Learning objectives

In this module, you learn how to:

Configure embedded Microsoft Teams chat in Dynamics 365 Customer Service.
Configure AI and rules-based suggestions for contacts.
Collaborate on cases by using embedded Teams chat.
Invite customers to join a Teams call during an active conversation.

Prerequisites

Basic understanding of Dynamics 365 Customer Service

Introduction min
Set up Microsoft Teams chat in Customer Service min
Configure suggested contacts for Microsoft Teams chat min
Use embedded Teams chat in Customer Service min
Invite customers to join a Teams call min
Check your knowledge min
Summary min

Start