Introduction
Service representatives often need help from coworkers who have experience with a specific customer, product, or issue. Dynamics 365 Customer Service integrates with Microsoft Teams so representatives can collaborate without leaving the record or active conversation where they work.
Embedded Teams chat connects internal conversations to Dynamics 365 records. A representative can start a chat, connect an existing chat to a case, and include record context for the participants. Connected chats keep collaboration associated with the record so that authorized representatives can find and join relevant conversations.
Suggested contacts help representatives identify coworkers who might be able to assist. For cases, Dynamics 365 Customer Service supports two types of suggestions:
- AI-based suggestions identify contacts who resolved similar cases.
- Rules-based suggestions identify contacts who have a relationship with the record, such as the representative's supervisor or the customer's account manager.
During an active customer conversation, a representative can also invite the customer to a Teams call. The call provides screen sharing, video, and remote assistance when chat or voice alone isn't sufficient.
Note
Customer support swarming was deprecated on February 8, 2026, and is no longer supported. Microsoft recommends embedded Teams chat for collaboration with experts.
This module covers how to configure and use these supported collaboration features.