Karthik Balasubramanian

A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. Dynamics 365 Customer Service knowledge management enhancements help you make sure agents’ knowledge base searches are both fast and comprehensive.

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Unified Service Desk for model-driven apps provides a configurable framework that allows you to build applications that give call center agents a unified view of customer data. Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as wellRead more

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Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly. This release makes it easier for agents to filter and find the most relevant knowledge articles. Admins can set the knowledge articleRead more

The post Knowledge management enhancements increase agent efficiency appeared first on Microsoft Dynamics 365 Blog.

Unified Service Desk for model-driven apps provides a configurable framework that allows you to build applications that give call center agents a unified view of customer data. Unified Service Desk version 4.2, available for public preview in April, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework,Read more

The post Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk (Preview) appeared first on Microsoft Dynamics 365 Blog.

If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps. The capability is included with the Omnichannel for Customer Service preview available for Dynamics 365 Insiders. InRead more

The post Build targeted user experiences efficiently by using app profiles in multisession apps appeared first on Microsoft Dynamics 365 Blog.