Summary
It's important that agents who are working with customers can identify and collaborate with subject matter experts in scenarios where they might not know the answer to a customer's problem or don't have the skills or experience necessary to resolve the item. For this reason, Dynamics 365 Customer Service provides organizations with multiple collaboration options that agents can access while working in the application. These seamless collaboration options also mean that agents don't need to be switching to different applications. They can engage with these experts without needing to leave the Dynamics 365 Customer Service user experience that they're working in.
Throughout this module, you've learned about the different collaboration options that are available, including:
The process for enabling and setting up Microsoft Teams integration to initiate Teams chats directly from a Dynamics 365 record and then link the chat to the record that you initiated the conversation from.
Meeting integration options that are available through Microsoft Teams.
The process for setting up customer support swarming to help identify subject matter experts who could help in resolving an issue.