This session focuses on Dynamics 365 Customer Service, showing how Microsoft’s CRM platform supports modern service organizations with case management, omnichannel engagement, Copilot assistance, automation, and analytics to improve customer satisfaction, agent productivity, and service consistency.

Agenda:

· Overview of Dynamics 365 Customer Service

· Core customer service capabilities

· Case management and queues

· Omnichannel service experiences

· Knowledge management and self-service

· Copilot for service agents

· AI assistance for case summaries and responses

· Routing, SLAs, and workload management

· Supervisor visibility and dashboards

· Integration with Teams and Outlook

· Automation and workflows for service teams

· Security, data access, and permissions

· Preparing for adoption and change

· Key takeaways and next steps