Summary

  • 2 minutes

Dynamics 365 Customer Service integrates with Microsoft Teams to help representatives find relevant expertise, preserve collaboration context, and move active customer conversations into richer support channels.

In this module, you learned how to:

  • Configure embedded Teams chat and connect chats to Dynamics 365 records.
  • Configure AI-based suggested contacts for cases and rules-based suggested contacts for supported record types.
  • Use suggested contacts and connected chats to collaborate on cases.
  • Configure Join a Teams call and invite a customer during an active conversation.

Connect representatives with relevant expertise

AI-based suggested contacts identify coworkers who resolved cases similar to the active case. The recommendations consider signals such as case similarity, recent experience, resolution volume, and average resolution time. Representatives can review a confidence score and a related case before choosing a contact. Rules-based suggestions complement the AI recommendations by identifying coworkers who have a configured relationship with the record, such as a supervisor or account owner.

Preserve collaboration context

Connected Teams chats associate internal conversations with a Dynamics 365 record. Representatives can start a connected chat, link an existing chat, or select contacts from both suggestion types. When Join chat is enabled, an authorized representative can enter an existing connected chat and review its history. This continuity supports case transfers and escalations without requiring the team to restart the discussion.

Embedded Teams chat replaces the deprecated customer support swarming feature as the supported way to collaborate with experts from a record.

Extend active customer conversations

Join a Teams call supports situations where chat or voice alone isn't sufficient. During an active customer conversation, a representative can create a Teams meeting link for the customer and use video, screen sharing, or remote assistance. The customer doesn't need a Teams license, and the representative can share the invitation by link or email.

Together, these capabilities help representatives identify the right coworkers, retain the context behind a case, and choose an appropriate collaboration experience for each customer issue.