Work with customer engagement channels in Dynamics 365 Customer Service
At a glance
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Connect customer interactions to consistent service experiences in Dynamics 365 Customer Service. Explore how engagement channels preserve customer and case context, follow the conversation lifecycle in Copilot Service workspace, and configure email intake that creates traceable work, prevents duplicate cases, and routes requests to the right representatives.
Prerequisites
- Basic understanding of Dynamics 365 Customer Service and case management
- Familiarity with queues and unified routing
- Access to a Dynamics 365 Customer Service trial or licensed environment
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Modules in this learning path
Turn separate channel interactions into connected service experiences. Follow customer work from channel entry through routing and into Copilot Service workspace, where representatives use customer and case context with AI assistance to continue the conversation.
Copilot Service workspace gives service representatives a multisession experience for receiving, handling, and completing customer conversations. This module explains how representatives preserve context, collaborate, and use Copilot-generated summaries throughout the conversation lifecycle.
Turn a shared inbox into traceable, owned Customer Service work. Design an email intake flow that protects every handoff, reduces duplicate cases, routes requests with purpose, and reveals exactly where processing breaks down.