1 00:00:00,000 --> 00:00:02,520 Welcome to another episode of Microsoft Knowledge Nuggets. 2 00:00:02,520 --> 00:00:03,960 I'm your host, Mirko Peters. 3 00:00:03,960 --> 00:00:06,880 Today's topic is one that almost everyone has faced. 4 00:00:06,880 --> 00:00:08,280 Messy customer service. 5 00:00:08,280 --> 00:00:09,200 You know the problem. 6 00:00:09,200 --> 00:00:11,920 A customer emails an issue, then calls to follow up. 7 00:00:11,920 --> 00:00:14,680 The agent on the phone has no idea what the email said. 8 00:00:14,680 --> 00:00:17,240 So the customer repeats themselves, gets frustrated, 9 00:00:17,240 --> 00:00:18,200 and you lose trust. 10 00:00:18,200 --> 00:00:19,600 That's the old way. 11 00:00:19,600 --> 00:00:22,880 Dynamics 365 customer service changes that. 12 00:00:22,880 --> 00:00:25,800 It pulls every interaction email chat, phone, social media, 13 00:00:25,800 --> 00:00:29,440 into one connected platform, one view, one record, one team. 14 00:00:29,440 --> 00:00:31,680 Let's break it down into the building blocks, case management, 15 00:00:31,680 --> 00:00:34,960 omni-channel, AI agents, integration with teams and outlook, 16 00:00:34,960 --> 00:00:36,000 and self-service. 17 00:00:36,000 --> 00:00:39,040 By the end, you'll see how it all fits together to turn 18 00:00:39,040 --> 00:00:43,040 support into a smooth, automated experience job. 19 00:00:43,040 --> 00:00:43,880 The problem. 20 00:00:43,880 --> 00:00:45,720 Why customer support breaks? 21 00:00:45,720 --> 00:00:48,200 So why does customer support break so often? 22 00:00:48,200 --> 00:00:50,160 The answer is almost always the same. 23 00:00:50,160 --> 00:00:52,680 Too many tools that don't talk to each other. 24 00:00:52,680 --> 00:00:54,640 Support teams juggle separate systems. 25 00:00:54,640 --> 00:00:55,960 Email lives in outlook. 26 00:00:55,960 --> 00:00:57,640 Phone calls go through a separate provider. 27 00:00:57,640 --> 00:00:59,240 Chat runs on a different platform. 28 00:00:59,240 --> 00:01:01,440 Your CRM is another thing entirely. 29 00:01:01,440 --> 00:01:04,040 And your knowledge base is yet another separate tool. 30 00:01:04,040 --> 00:01:06,120 Information gets scattered across all of them. 31 00:01:06,120 --> 00:01:08,560 Customers repeat themselves every time they switch channels. 32 00:01:08,560 --> 00:01:12,080 They tell the chat agent their story, then call in and tell it again. 33 00:01:12,080 --> 00:01:14,360 Agents waste time searching for context, 34 00:01:14,360 --> 00:01:17,000 digging through old emails, switching between tabs, 35 00:01:17,000 --> 00:01:19,520 trying to piece together what happened before they picked up. 36 00:01:19,520 --> 00:01:21,040 Here's a concrete example. 37 00:01:21,040 --> 00:01:23,440 A customer sends an email describing a problem. 38 00:01:23,440 --> 00:01:26,920 An agent reads it, enters the details manually into the CRM, 39 00:01:26,920 --> 00:01:28,080 and starts working. 40 00:01:28,080 --> 00:01:30,000 Then the customer calls to check progress. 41 00:01:30,000 --> 00:01:32,600 The phone agent has to ask for the case number, search for it, 42 00:01:32,600 --> 00:01:34,520 and read through whatever notes were entered. 43 00:01:34,520 --> 00:01:36,360 Maybe something got missed in manual entry. 44 00:01:36,360 --> 00:01:38,040 Maybe the agent didn't log the call properly. 45 00:01:38,040 --> 00:01:40,760 Now you have two partial records and a frustrated customer. 46 00:01:40,760 --> 00:01:42,400 The old solution was adding more tools. 47 00:01:42,400 --> 00:01:43,640 Buy a better phone system. 48 00:01:43,640 --> 00:01:45,760 Get a different chat widget, add a CRM plugin. 49 00:01:45,760 --> 00:01:47,560 But that just makes the fragmentation worse. 50 00:01:47,560 --> 00:01:49,240 The real solution is a single system 51 00:01:49,240 --> 00:01:51,160 that connects everything into one place. 52 00:01:51,160 --> 00:01:53,480 One place where every interaction, every channel, 53 00:01:53,480 --> 00:01:55,720 every piece of context lives together. 54 00:01:55,720 --> 00:01:58,840 That's the Gap Dynamics 365 customer service was built to fill. 55 00:01:58,840 --> 00:01:59,760 So what exactly is it? 56 00:01:59,760 --> 00:02:00,920 Let's dive in. 57 00:02:00,920 --> 00:02:03,840 What is Dynamics 365 customer service? 58 00:02:03,840 --> 00:02:05,200 Here's the simplest definition. 59 00:02:05,200 --> 00:02:08,920 Dynamics 365 customer service is a cloud platform 60 00:02:08,920 --> 00:02:11,960 that manages every customer interaction from start to finish. 61 00:02:11,960 --> 00:02:14,200 Then email comes in, a case is created, 62 00:02:14,200 --> 00:02:16,520 a customer calls, that same case updates. 63 00:02:16,520 --> 00:02:19,280 A chat conversation happens, it's locked against the same record. 64 00:02:19,280 --> 00:02:20,600 Everything is tied together. 65 00:02:20,600 --> 00:02:21,920 But it's not just a help desk. 66 00:02:21,920 --> 00:02:23,800 It's a complete system with case management, 67 00:02:23,800 --> 00:02:26,360 communication channels, AI and analytics. 68 00:02:26,360 --> 00:02:28,320 Think of it like an airport control tower. 69 00:02:28,320 --> 00:02:30,520 Every flight, every customer issue is tracked, 70 00:02:30,520 --> 00:02:32,040 routed and resolved from one place. 71 00:02:32,040 --> 00:02:33,440 And you can see which ones are on time, 72 00:02:33,440 --> 00:02:35,840 which are delayed, which need urgent attention. 73 00:02:35,840 --> 00:02:38,800 And you coordinate the response without leaving the tower. 74 00:02:38,800 --> 00:02:40,920 Under the hood, it's built on Microsoft Dataverse. 75 00:02:40,920 --> 00:02:42,320 That's the same Data Foundation 76 00:02:42,320 --> 00:02:45,400 that Dynamics 365 sales marketing and other apps use. 77 00:02:45,400 --> 00:02:48,680 So if your sales team uses Dynamics 365 sales, 78 00:02:48,680 --> 00:02:51,640 the customer data, account history, contact information, 79 00:02:51,640 --> 00:02:52,440 it's all shared. 80 00:02:52,440 --> 00:02:54,320 No duplicates, no manual syncing, 81 00:02:54,320 --> 00:02:55,720 the platform has two sides. 82 00:02:55,720 --> 00:02:57,040 There's the agent workspace, 83 00:02:57,040 --> 00:02:58,520 where service reps do their work, 84 00:02:58,520 --> 00:03:01,040 C-cases respond to customers, update records. 85 00:03:01,040 --> 00:03:02,080 And there's the back end, 86 00:03:02,080 --> 00:03:04,480 where routing rules, automation and AI leave. 87 00:03:04,480 --> 00:03:07,840 Here's the thing, most users never think about the back end. 88 00:03:07,840 --> 00:03:09,160 But it's what makes everything work. 89 00:03:09,160 --> 00:03:11,400 And it's part of the broader Microsoft ecosystem. 90 00:03:11,400 --> 00:03:15,000 Teams, Outlook, Power Platform, Co-Pilot, they're all connected. 91 00:03:15,000 --> 00:03:16,920 A case can trigger a team's message. 92 00:03:16,920 --> 00:03:19,600 An email and Outlook can become a case with one click. 93 00:03:19,600 --> 00:03:22,440 A Power Automate flow can escalate a case automatically. 94 00:03:22,440 --> 00:03:24,120 The pieces are designed to work together. 95 00:03:24,120 --> 00:03:25,520 So with that foundation, 96 00:03:25,520 --> 00:03:29,120 let's start with the core of any support system, the case. 97 00:03:29,120 --> 00:03:31,400 Case management, the heart of the system. 98 00:03:31,400 --> 00:03:32,440 So what's a case? 99 00:03:32,440 --> 00:03:33,120 Simple. 100 00:03:33,120 --> 00:03:34,640 A case is a single customer issue. 101 00:03:34,640 --> 00:03:37,320 It's the central record that everything revolves around. 102 00:03:37,320 --> 00:03:39,520 Every email, every phone call, every chat message, 103 00:03:39,520 --> 00:03:41,840 it all links back to one case record. 104 00:03:41,840 --> 00:03:43,280 When an agent opens the workspace, 105 00:03:43,280 --> 00:03:44,880 they see a list of active cases. 106 00:03:44,880 --> 00:03:47,800 They can filter by priority, by source, by status, 107 00:03:47,800 --> 00:03:50,000 high priority cases rise to the top. 108 00:03:50,000 --> 00:03:51,280 Cases that came in by phone, 109 00:03:51,280 --> 00:03:53,680 sit alongside cases that arrived by email. 110 00:03:53,680 --> 00:03:55,160 Everything visible, nothing hidden. 111 00:03:55,160 --> 00:03:57,200 Open a case record and you get the full picture. 112 00:03:57,200 --> 00:03:59,880 Description of the issue, which product it relates to. 113 00:03:59,880 --> 00:04:00,760 Priority level. 114 00:04:00,760 --> 00:04:02,560 And an SLA time are ticking down the time 115 00:04:02,560 --> 00:04:03,960 you have left to respond or resolve. 116 00:04:03,960 --> 00:04:05,760 That time is more than a decoration. 117 00:04:05,760 --> 00:04:06,960 It's a hard deadline. 118 00:04:06,960 --> 00:04:08,640 If a case is about to breach its SLA, 119 00:04:08,640 --> 00:04:10,520 escalation rules kick in automatically. 120 00:04:10,520 --> 00:04:12,120 A supervisor gets notified. 121 00:04:12,120 --> 00:04:14,400 The case gets reassigned to someone more senior. 122 00:04:14,400 --> 00:04:16,000 The system doesn't wait for someone to notice. 123 00:04:16,000 --> 00:04:16,760 It acts. 124 00:04:16,760 --> 00:04:19,400 One of the most useful features here is co-pilot highlights. 125 00:04:19,400 --> 00:04:20,720 When you open a case, 126 00:04:20,720 --> 00:04:23,360 co-pilot analyzes the entire history. 127 00:04:23,360 --> 00:04:26,440 All the emails, call notes, internal comments, 128 00:04:26,440 --> 00:04:28,200 and generates a one paragraph summary. 129 00:04:28,200 --> 00:04:30,160 So if you're taking over a case from a colleague, 130 00:04:30,160 --> 00:04:32,440 you don't have to read through a week's worth of back and forth. 131 00:04:32,440 --> 00:04:34,120 You get the key facts instantly. 132 00:04:34,120 --> 00:04:35,800 Who the customer is, what the issue is, 133 00:04:35,800 --> 00:04:37,120 what's been tried so far, 134 00:04:37,120 --> 00:04:38,960 that alone saves minutes per case. 135 00:04:38,960 --> 00:04:39,960 Then there are scripts, 136 00:04:39,960 --> 00:04:42,640 step by step guides that appear in the productivity pane 137 00:04:42,640 --> 00:04:43,920 while an agent works. 138 00:04:43,920 --> 00:04:45,920 If a customer calls about a password reset, 139 00:04:45,920 --> 00:04:48,120 the script walks the agent through the exact questions 140 00:04:48,120 --> 00:04:49,480 to ask and the steps to follow. 141 00:04:49,480 --> 00:04:52,160 It's great for new hires who don't have the experience yet. 142 00:04:52,160 --> 00:04:53,600 It's also great for consistency. 143 00:04:53,600 --> 00:04:56,440 Every customer gets the same process every time. 144 00:04:56,440 --> 00:04:57,920 Scripts can include macros. 145 00:04:57,920 --> 00:04:59,680 Macros automate routine actions, 146 00:04:59,680 --> 00:05:02,320 updating a case field, sending a templated email, 147 00:05:02,320 --> 00:05:03,840 creating a follow-up activity. 148 00:05:03,840 --> 00:05:06,640 Instead of clicking through five screens to update a status, 149 00:05:06,640 --> 00:05:09,080 the agent clicks one button and the macro does the rest. 150 00:05:09,080 --> 00:05:11,680 When the issue is resolved, the agent closes the case. 151 00:05:11,680 --> 00:05:14,320 That step can trigger follow-up actions automatically. 152 00:05:14,320 --> 00:05:15,800 Send a confirmation email, 153 00:05:15,800 --> 00:05:18,680 create a survey invitation through Dynamics Customer Voice, 154 00:05:18,680 --> 00:05:20,040 update-related records. 155 00:05:20,040 --> 00:05:21,240 The system handles the paperwork 156 00:05:21,240 --> 00:05:23,280 so the agent can move to the next case. 157 00:05:23,280 --> 00:05:25,440 But cases don't just come from one place. 158 00:05:25,440 --> 00:05:27,640 Customers reach out through email, chat, phone, 159 00:05:27,640 --> 00:05:28,520 social media. 160 00:05:28,520 --> 00:05:30,160 That's where Omni Channel comes in. 161 00:05:30,160 --> 00:05:31,320 Omni Channel. 162 00:05:31,320 --> 00:05:33,040 One platform, every channel. 163 00:05:33,040 --> 00:05:34,080 So picture this. 164 00:05:34,080 --> 00:05:36,200 A customer sends you an email in the morning. 165 00:05:36,200 --> 00:05:38,360 Then they fire off a chat message at lunch 166 00:05:38,360 --> 00:05:39,960 by the afternoon there on the phone 167 00:05:39,960 --> 00:05:42,400 and they expect you to know everything they've already said. 168 00:05:42,400 --> 00:05:44,560 That's a tall order if each channel runs 169 00:05:44,560 --> 00:05:46,560 on its own separate system. 170 00:05:46,560 --> 00:05:48,800 Dynamics 365 Contact Center, 171 00:05:48,800 --> 00:05:51,280 that's the new name for what used to be called Omni Channel, 172 00:05:51,280 --> 00:05:54,240 brings all those channels into a single queue. 173 00:05:54,240 --> 00:05:56,760 One place where every incoming interaction lands, 174 00:05:56,760 --> 00:05:58,440 no matter how the customer reached out, 175 00:05:58,440 --> 00:05:59,600 here's how it works. 176 00:05:59,600 --> 00:06:01,880 The system decides who handles each conversation 177 00:06:01,880 --> 00:06:03,560 based on rules you set. 178 00:06:03,560 --> 00:06:06,960 You can root by skill, technical issues go to technical agents, 179 00:06:06,960 --> 00:06:09,000 billing questions go to billing specialists. 180 00:06:09,000 --> 00:06:11,560 You can root by workload, tickets get spread evenly 181 00:06:11,560 --> 00:06:13,000 so no one gets buried. 182 00:06:13,000 --> 00:06:14,800 And you can root by customer tier. 183 00:06:14,800 --> 00:06:17,280 Your premium customers skip to the front of the line. 184 00:06:17,280 --> 00:06:18,560 The rules are flexible. 185 00:06:18,560 --> 00:06:20,400 You set them and the system follows. 186 00:06:20,400 --> 00:06:22,160 When an agent picks up a conversation, 187 00:06:22,160 --> 00:06:24,600 they see the full history across every channel. 188 00:06:24,600 --> 00:06:26,480 The customer doesn't have to repeat themselves. 189 00:06:26,480 --> 00:06:28,680 The agent sees that this person emailed yesterday, 190 00:06:28,680 --> 00:06:30,600 chatted this morning and is now calling. 191 00:06:30,600 --> 00:06:33,120 All in one timeline linked to the same case. 192 00:06:33,120 --> 00:06:35,800 Live chat is a good place to start for most organizations. 193 00:06:35,800 --> 00:06:37,240 It's high volume low friction. 194 00:06:37,240 --> 00:06:39,680 Set it upright and it can cut inbound call volume 195 00:06:39,680 --> 00:06:42,040 by 15 to 30% in the first quarter. 196 00:06:42,040 --> 00:06:44,680 Customers get quick answers without picking up the phone. 197 00:06:44,680 --> 00:06:46,520 Agents handle multiple chats at once. 198 00:06:46,520 --> 00:06:47,960 Everyone wins. 199 00:06:47,960 --> 00:06:49,520 Voice integration works the same way. 200 00:06:49,520 --> 00:06:51,000 Calls get logged automatically. 201 00:06:51,000 --> 00:06:52,400 They're transcribed in real time. 202 00:06:52,400 --> 00:06:54,160 The transcription links to the case record, 203 00:06:54,160 --> 00:06:56,480 sentiment analysis tracks whether the conversation 204 00:06:56,480 --> 00:06:58,480 is going well or turning sour. 205 00:06:58,480 --> 00:07:01,000 All of it happens without the agent lifting a finger. 206 00:07:01,000 --> 00:07:02,000 The bottom line is this. 207 00:07:02,000 --> 00:07:04,280 Agents work in the same workspace for every channel. 208 00:07:04,280 --> 00:07:05,560 They don't switch apps. 209 00:07:05,560 --> 00:07:07,280 They don't log into a separate phone system 210 00:07:07,280 --> 00:07:08,960 or open a different chat tool. 211 00:07:08,960 --> 00:07:13,160 One interface, one workflow, one record. 212 00:07:13,160 --> 00:07:15,280 With so many conversations flowing through, 213 00:07:15,280 --> 00:07:17,480 AI becomes the tool that keeps everything moving. 214 00:07:17,480 --> 00:07:19,080 Let's talk about that next. 215 00:07:19,080 --> 00:07:21,960 AI agents and co-pilot, the brain of the operation. 216 00:07:21,960 --> 00:07:24,880 OK, so you've got cases flowing in from every channel. 217 00:07:24,880 --> 00:07:26,600 Agents are working through cues. 218 00:07:26,600 --> 00:07:27,840 SLAs are ticking down. 219 00:07:27,840 --> 00:07:29,000 That's a lot of moving parts. 220 00:07:29,000 --> 00:07:30,360 This is where AI becomes the helper 221 00:07:30,360 --> 00:07:31,720 that keeps everything on track. 222 00:07:31,720 --> 00:07:33,720 Now, there's co-pilot in Dynamics 365. 223 00:07:33,720 --> 00:07:36,760 It's the AI assistant built right inside the agent workspace. 224 00:07:36,760 --> 00:07:38,240 When an agent opens a case, 225 00:07:38,240 --> 00:07:40,120 co-pilot generates a summary of everything that's 226 00:07:40,120 --> 00:07:41,160 happened so far. 227 00:07:41,160 --> 00:07:42,840 When they need to reply to a customer, 228 00:07:42,840 --> 00:07:45,520 co-pilot drafts the email based on the case context. 229 00:07:45,520 --> 00:07:46,880 It suggests knowledge articles that 230 00:07:46,880 --> 00:07:48,480 might help resolve the issue. 231 00:07:48,480 --> 00:07:50,840 Think of it like a senior colleague looking over your shoulder, 232 00:07:50,840 --> 00:07:52,520 feeding you the information you need. 233 00:07:52,520 --> 00:07:54,320 But co-pilot is just the start. 234 00:07:54,320 --> 00:07:56,520 What's more interesting are the dedicated AI agents 235 00:07:56,520 --> 00:07:57,640 that run on their own. 236 00:07:57,640 --> 00:08:00,200 These aren't tools that wait for an agent to ask a question. 237 00:08:00,200 --> 00:08:01,360 They act independently. 238 00:08:01,360 --> 00:08:03,560 First up is the case management agent. 239 00:08:03,560 --> 00:08:05,560 This one handles the entire case lifecycle 240 00:08:05,560 --> 00:08:06,960 from creation to closure. 241 00:08:06,960 --> 00:08:10,000 The customer conversation happens, chat, email phone, 242 00:08:10,000 --> 00:08:12,360 and the agent automatically creates a case from it. 243 00:08:12,360 --> 00:08:15,000 It fills in the relevant fields based on the transcript. 244 00:08:15,000 --> 00:08:16,520 It drafts an initial response. 245 00:08:16,520 --> 00:08:17,880 It monitors follow-ups. 246 00:08:17,880 --> 00:08:19,920 And when the issue is resolved, it closes the case 247 00:08:19,920 --> 00:08:21,120 and generates wrap-up notes. 248 00:08:21,120 --> 00:08:23,320 The agent doesn't have to create anything manually. 249 00:08:23,320 --> 00:08:25,040 The case management agent does it for them. 250 00:08:25,040 --> 00:08:26,600 Then there's the customer intent agent. 251 00:08:26,600 --> 00:08:28,880 This one learns continuously from every conversation 252 00:08:28,880 --> 00:08:30,080 across every channel. 253 00:08:30,080 --> 00:08:32,880 It analyzes case notes, transcripts, and summaries 254 00:08:32,880 --> 00:08:34,720 to spot new issue patterns. 255 00:08:34,720 --> 00:08:36,840 If customers start asking about a product feature 256 00:08:36,840 --> 00:08:39,120 that's causing confusion, the intent agent 257 00:08:39,120 --> 00:08:41,520 catches that pattern and maps it to a solution. 258 00:08:41,520 --> 00:08:44,560 Over time, it builds a library of intents and resolutions 259 00:08:44,560 --> 00:08:46,160 the whole team can use. 260 00:08:46,160 --> 00:08:48,920 The customer knowledge management agent takes that a step further. 261 00:08:48,920 --> 00:08:50,880 When a case gets resolved, especially one 262 00:08:50,880 --> 00:08:52,880 that involved creative problem solving, 263 00:08:52,880 --> 00:08:55,400 this agent drafts a new knowledge article automatically. 264 00:08:55,400 --> 00:08:57,880 It looks at the case timeline, the troubleshooting steps, 265 00:08:57,880 --> 00:09:00,360 the resolution, then it structures that information 266 00:09:00,360 --> 00:09:01,760 into a clear article. 267 00:09:01,760 --> 00:09:03,640 It checks for duplicates first, so you 268 00:09:03,640 --> 00:09:06,160 don't end up with five articles about the same issue. 269 00:09:06,160 --> 00:09:07,480 Then it suggests publication. 270 00:09:07,480 --> 00:09:08,960 No manual effort required. 271 00:09:08,960 --> 00:09:10,760 And there's the Quality Evaluation Agent. 272 00:09:10,760 --> 00:09:12,600 This one scores every completed interaction 273 00:09:12,600 --> 00:09:14,840 against your organization's quality standards. 274 00:09:14,840 --> 00:09:18,040 Empathy, tone, process adherence, resolution quality. 275 00:09:18,040 --> 00:09:21,320 It identifies low scores and generates coaching recommendations. 276 00:09:21,320 --> 00:09:24,080 If an agent's empathy score dropped on a particular call, 277 00:09:24,080 --> 00:09:26,920 the agent flags it and suggests specific improvements. 278 00:09:26,920 --> 00:09:29,360 Supervisors can drill into the evaluation summary 279 00:09:29,360 --> 00:09:31,120 and see exactly where the gap is. 280 00:09:31,120 --> 00:09:32,520 Now here's the interesting part. 281 00:09:32,520 --> 00:09:34,360 These agents don't work in isolation. 282 00:09:34,360 --> 00:09:36,400 The intent agent finds a new pattern. 283 00:09:36,400 --> 00:09:38,840 The knowledge management agent drafts an article about it. 284 00:09:38,840 --> 00:09:40,880 The case management agent starts using that article 285 00:09:40,880 --> 00:09:42,840 to resolve similar issues automatically. 286 00:09:42,840 --> 00:09:43,920 They feed into each other. 287 00:09:43,920 --> 00:09:47,080 The system gets smarter over time without anyone having to manage it. 288 00:09:47,080 --> 00:09:49,120 Co-pilot also plays a role in collaboration. 289 00:09:49,120 --> 00:09:51,040 When a case is complex and an agent needs help, 290 00:09:51,040 --> 00:09:53,280 co-pilot suggests swarming. 291 00:09:53,280 --> 00:09:55,640 Pulling in experts from teams who've solved similar problems 292 00:09:55,640 --> 00:09:57,480 before, it identifies the right people 293 00:09:57,480 --> 00:10:00,920 based on their history and suggests them as collaborators. 294 00:10:00,920 --> 00:10:02,960 One click in a team's channel is created 295 00:10:02,960 --> 00:10:05,520 linked to the case with the right experts already in it. 296 00:10:05,520 --> 00:10:08,080 The real world effect of all this is straightforward. 297 00:10:08,080 --> 00:10:10,360 Agents spend less time on administrative work 298 00:10:10,360 --> 00:10:12,000 and more time solving problems. 299 00:10:12,000 --> 00:10:15,200 The case management agent handles case creation and closure, 300 00:10:15,200 --> 00:10:16,880 the knowledge agent writes articles, 301 00:10:16,880 --> 00:10:18,760 the quality agent evaluates performance, 302 00:10:18,760 --> 00:10:20,360 the agent focuses on the customer. 303 00:10:20,360 --> 00:10:21,240 That's the shift. 304 00:10:21,240 --> 00:10:26,600 Speaking of teams, let's see how deep that integration actually goes. 305 00:10:26,600 --> 00:10:28,760 Integration, teams, outlook and beyond. 306 00:10:28,760 --> 00:10:31,800 Your agents don't live inside Dynamics 365 all day. 307 00:10:31,800 --> 00:10:33,720 They work in teams, they breathe outlook. 308 00:10:33,720 --> 00:10:37,960 The real power of the system is how deeply it hooks into those tools. 309 00:10:37,960 --> 00:10:41,320 Teams is embedded right inside the Dynamics workspace. 310 00:10:41,320 --> 00:10:44,920 An agent can see their active chats alongside the cases they're working on. 311 00:10:44,920 --> 00:10:46,520 They can start a chat from a case record 312 00:10:46,520 --> 00:10:48,000 without leaving the application. 313 00:10:48,000 --> 00:10:51,160 They can make calls using the team's dialer directly within Dynamics 314 00:10:51,160 --> 00:10:54,160 and those calls get logged automatically to the case timeline. 315 00:10:54,160 --> 00:10:57,640 No switching between apps, no copying and pasting compensation threads. 316 00:10:57,640 --> 00:11:00,000 Now, when an agent opens a complex case, 317 00:11:00,000 --> 00:11:02,960 Dynamics uses AI to suggest colleagues who might help. 318 00:11:02,960 --> 00:11:05,240 It looks at who's resolved similar cases before, 319 00:11:05,240 --> 00:11:08,520 how fast they resolve them and whether they have the right expertise. 320 00:11:08,520 --> 00:11:10,240 Those suggestions appear automatically. 321 00:11:10,240 --> 00:11:11,960 The agent clicks a name, starts a chat, 322 00:11:11,960 --> 00:11:13,800 and the conversation is linked to the case. 323 00:11:13,800 --> 00:11:15,640 That's context working the way it should. 324 00:11:15,640 --> 00:11:17,640 Swarming takes collaboration further. 325 00:11:17,640 --> 00:11:20,400 Instead of sending a single message and hoping someone responds, 326 00:11:20,400 --> 00:11:23,760 the agent creates a team's channel linked to the case with one click. 327 00:11:23,760 --> 00:11:25,880 The system pulls in the suggested experts. 328 00:11:25,880 --> 00:11:29,280 External specialists who don't even use Dynamics can join that channel 329 00:11:29,280 --> 00:11:31,240 and view the case record inside teams. 330 00:11:31,240 --> 00:11:33,400 They get full context without needing a license. 331 00:11:33,400 --> 00:11:36,320 The case doesn't get stuck waiting for someone to notice a message. 332 00:11:36,320 --> 00:11:38,000 Outlook integration is just as deep. 333 00:11:38,000 --> 00:11:40,240 A customer sends an email about an issue. 334 00:11:40,240 --> 00:11:43,720 From within Outlook an agent can turn that email into a case with one click. 335 00:11:43,720 --> 00:11:46,280 The Dynamics panel opens, identifies the sender, 336 00:11:46,280 --> 00:11:48,360 and auto-populates the case fields. 337 00:11:48,360 --> 00:11:50,680 Customer name, email address, related account, 338 00:11:50,680 --> 00:11:52,800 all pulled from the CRM automatically. 339 00:11:52,800 --> 00:11:54,760 The email body becomes the case description. 340 00:11:54,760 --> 00:11:56,320 The agent doesn't type anything. 341 00:11:56,320 --> 00:11:59,960 Copilot inside Outlook can then draft replies based on the case context. 342 00:11:59,960 --> 00:12:02,240 Tone, length, language, all adjustable. 343 00:12:02,240 --> 00:12:05,000 Customer in Germany, Copilot drafts the response in German. 344 00:12:05,000 --> 00:12:07,840 Sensitive situation, it adjusts the tone to be more formal. 345 00:12:07,840 --> 00:12:10,760 The agent reviews, edits if needed, and sends. 346 00:12:10,760 --> 00:12:12,680 What used to take ten minutes now takes two. 347 00:12:12,680 --> 00:12:16,720 For higher volume scenarios, automated email to case handles the whole thing. 348 00:12:16,720 --> 00:12:19,400 You configure Dynamics to monitor a support mailbox. 349 00:12:19,400 --> 00:12:21,960 When an email arrives, it creates a case automatically, 350 00:12:21,960 --> 00:12:24,600 applies routing rules, and assigns it to the right queue. 351 00:12:24,600 --> 00:12:28,240 No human touches it until an agent picks it up from their queue. 352 00:12:28,240 --> 00:12:29,920 File management is seamless too. 353 00:12:29,920 --> 00:12:32,120 When a Dynamics record is linked to a Teams channel, 354 00:12:32,120 --> 00:12:34,520 files uploaded to either location sync automatically. 355 00:12:34,520 --> 00:12:36,600 No duplicates, no version confusion. 356 00:12:36,600 --> 00:12:40,480 Co-authoring works the same way it does in any Microsoft 365 document. 357 00:12:40,480 --> 00:12:41,680 Here's something you are. 358 00:12:41,680 --> 00:12:44,560 In June, 2026, Microsoft released the service agent 359 00:12:44,560 --> 00:12:47,680 within Microsoft 365 Copilot to general availability. 360 00:12:47,680 --> 00:12:49,880 This isn't just Copilot inside Dynamics. 361 00:12:49,880 --> 00:12:53,520 It's a dedicated agent that lives in Teams Outlook and the Copilot app 362 00:12:53,520 --> 00:12:57,200 with access to over 70 tools purpose-built for service scenarios. 363 00:12:57,200 --> 00:13:00,400 An agent can manage cases, draft responses, and update records 364 00:13:00,400 --> 00:13:02,640 without ever opening the Dynamics workspace. 365 00:13:02,640 --> 00:13:05,960 They can work from wherever they are, across whatever tool they're using. 366 00:13:05,960 --> 00:13:09,960 The case data stays in Dynamics, but the agent's interface is wherever they need it. 367 00:13:09,960 --> 00:13:11,880 Of course, not every issue needs a human. 368 00:13:11,880 --> 00:13:13,480 That's where self-service comes in. 369 00:13:13,480 --> 00:13:16,000 Self-service and knowledge management. 370 00:13:16,000 --> 00:13:20,040 What if customers could solve their own problems without ever talking to an agent? 371 00:13:20,040 --> 00:13:22,240 For most people, that's actually the preference. 372 00:13:22,240 --> 00:13:23,760 They don't want to wait on hold. 373 00:13:23,760 --> 00:13:25,520 They don't want to explain their situation. 374 00:13:25,520 --> 00:13:28,040 They want to search, find an answer, move on with their day. 375 00:13:28,040 --> 00:13:31,960 Dynamics 365 customer service handles this through PowerPages portals. 376 00:13:31,960 --> 00:13:34,960 These are branded websites that live outside your internal systems. 377 00:13:34,960 --> 00:13:37,320 Customers come to the portal, search for knowledge articles, 378 00:13:37,320 --> 00:13:40,000 submit new cases, and track progress on existing ones. 379 00:13:40,000 --> 00:13:41,800 Everything happens through a web browser. 380 00:13:41,800 --> 00:13:44,360 No login to your CRM, no phone call. 381 00:13:44,360 --> 00:13:48,360 The knowledge base behind that portal is the same one your agents use internally. 382 00:13:48,360 --> 00:13:49,480 One source of truth. 383 00:13:49,480 --> 00:13:54,680 When an agent updates a knowledge article on their end, the portal reflects that change immediately. 384 00:13:54,680 --> 00:14:00,760 Customers see the same information your agents do, no outdated articles, no conflicting answers. 385 00:14:00,760 --> 00:14:03,560 Now maintaining a knowledge base has traditionally been a chore. 386 00:14:03,560 --> 00:14:06,360 Someone has to write articles, review them, publish them. 387 00:14:06,360 --> 00:14:09,680 And when agents are busy handling cases, writing documentation, 388 00:14:09,680 --> 00:14:12,160 tends to fall to the bottom of the priority list. 389 00:14:12,160 --> 00:14:15,560 Dynamics addresses this with AI-powered article creation. 390 00:14:15,560 --> 00:14:19,440 When a case gets resolved, especially one that involves some creative problem-solving 391 00:14:19,440 --> 00:14:24,120 co-pilot analyzes the case timeline, the emails, the resolution notes, 392 00:14:24,120 --> 00:14:26,880 and drafts a knowledge article automatically. 393 00:14:26,880 --> 00:14:29,440 The knowledge management agent takes it a step further. 394 00:14:29,440 --> 00:14:33,000 Before creating a new article, it checks existing content to make sure 395 00:14:33,000 --> 00:14:35,280 it's not duplicating something already published. 396 00:14:35,280 --> 00:14:37,200 It structures the content clearly. 397 00:14:37,200 --> 00:14:39,840 Problem, troubleshooting steps, solution. 398 00:14:39,840 --> 00:14:43,960 Then it suggests publication, a supervisor reviews and approves, that's it. 399 00:14:43,960 --> 00:14:46,600 What used to take an hour of manual writing now happens in minutes. 400 00:14:46,600 --> 00:14:50,680 The results, fewer inbound requests because customers find answers on their own. 401 00:14:50,680 --> 00:14:53,720 Consistent answers because everyone uses the same knowledge base. 402 00:14:53,720 --> 00:14:57,880 Faster resolution for common issues because the information is already written and organized. 403 00:14:57,880 --> 00:14:59,080 Here's a concrete example. 404 00:14:59,080 --> 00:15:01,880 A customer searches, reset password on your portal. 405 00:15:01,880 --> 00:15:04,680 The knowledge base returns a step-by-step article. 406 00:15:04,680 --> 00:15:08,360 The customer follows the instructions, resets their password, and never creates a case. 407 00:15:08,360 --> 00:15:10,440 That interaction never reaches an agent. 408 00:15:10,440 --> 00:15:13,560 The system handled it silently behind the scenes without any human effort, 409 00:15:13,560 --> 00:15:17,000 multiply that by hundreds of similar searches, and you start to see the impact. 410 00:15:17,000 --> 00:15:18,280 How do you measure that impact? 411 00:15:18,280 --> 00:15:20,280 That's what the analytics are for. 412 00:15:20,280 --> 00:15:21,880 Analytics and supervisor tools. 413 00:15:21,880 --> 00:15:24,920 So you've got cases flowing through AI agents handling routine work, 414 00:15:24,920 --> 00:15:26,600 customers self-serving on the portal. 415 00:15:26,600 --> 00:15:28,360 How do you know any of it is actually working? 416 00:15:28,360 --> 00:15:30,040 That's where the Insights dashboard comes in. 417 00:15:30,040 --> 00:15:33,000 The dashboard gives leaders a real-time view of service performance. 418 00:15:33,000 --> 00:15:36,680 Total cases created, average resolution time, escalation rate, 419 00:15:36,680 --> 00:15:39,080 CSAT scores, and sentiment analysis. 420 00:15:39,080 --> 00:15:42,200 It updates continuously, no waiting for end-of-month reports, 421 00:15:42,200 --> 00:15:43,720 no pulling data by hand. 422 00:15:43,720 --> 00:15:46,520 Here's the thing, raw numbers only tell part of the story. 423 00:15:46,520 --> 00:15:49,880 The system generates automated insights that flag trends you might miss. 424 00:15:49,880 --> 00:15:54,360 It might tell you that CSAT scores dropped for low priority cases last week 425 00:15:54,360 --> 00:15:58,360 or that resolution time spiked for a specific product category. 426 00:15:58,360 --> 00:16:01,320 These aren't just alerts, they're signals that something needs attention. 427 00:16:01,320 --> 00:16:03,400 The system doesn't wait for you to notice a problem. 428 00:16:03,400 --> 00:16:04,920 It points directly to the issue. 429 00:16:04,920 --> 00:16:07,160 Agent metrics show you individual performance, 430 00:16:07,160 --> 00:16:10,200 case volume, handling time, feedback scores, current workload. 431 00:16:10,200 --> 00:16:12,360 You can see who's overloaded, who has capacity, 432 00:16:12,360 --> 00:16:15,000 spot-high performers, and identify who needs extra support. 433 00:16:15,000 --> 00:16:17,800 Now, this is where the Equality Evaluation Agent we talked about earlier 434 00:16:17,800 --> 00:16:19,080 comes back into play. 435 00:16:19,080 --> 00:16:21,880 A supervisor can drill into any agent's conversation summaries 436 00:16:21,880 --> 00:16:24,040 and see the quality scores the agent generated. 437 00:16:24,040 --> 00:16:26,520 If an agent's empathy score is low on certain calls, 438 00:16:26,520 --> 00:16:28,120 the Evaluation Summary highlights it 439 00:16:28,120 --> 00:16:29,880 and suggests specific coaching improvements, 440 00:16:29,880 --> 00:16:32,600 like, adjust tone on sensitive interactions, 441 00:16:32,600 --> 00:16:35,640 or follow the script for password reset calls more closely. 442 00:16:35,640 --> 00:16:37,960 The recommendations are concrete and actionable, 443 00:16:37,960 --> 00:16:41,080 forecasting and scheduling use AI to predict call volume 444 00:16:41,080 --> 00:16:42,840 based on historical patterns. 445 00:16:42,840 --> 00:16:45,880 If next Tuesday is likely to be 20% busier than usual, 446 00:16:45,880 --> 00:16:48,440 the system flags it and suggests staffing adjustments, 447 00:16:48,440 --> 00:16:51,800 so supervisors can schedule more agents for that shift without guessing. 448 00:16:51,800 --> 00:16:55,080 Power BI Integration lets you build custom reports for deeper analysis. 449 00:16:55,080 --> 00:16:57,400 If your leadership team wants a specific view, 450 00:16:57,400 --> 00:17:00,040 cases by region resolution time by product line, 451 00:17:00,040 --> 00:17:02,600 CSET, by agent tenure, you can build it 452 00:17:02,600 --> 00:17:04,600 without leaving the Power BI ecosystem. 453 00:17:04,600 --> 00:17:06,920 The data flows from dataverse directly into your dashboards. 454 00:17:06,920 --> 00:17:08,520 Let's tie it all together. 455 00:17:08,520 --> 00:17:12,600 So here's what we covered. Dynamics 365 customer service is more than a help desk. 456 00:17:12,600 --> 00:17:13,720 It's a connected platform. 457 00:17:13,720 --> 00:17:15,400 Case management is at its core. 458 00:17:15,400 --> 00:17:18,280 OmniChannel brings every conversation into one queue. 459 00:17:18,280 --> 00:17:19,960 AI agents handle the busy work. 460 00:17:19,960 --> 00:17:22,120 It integrates deeply with teams and outlook, 461 00:17:22,120 --> 00:17:24,440 self-service portals deflect common issues. 462 00:17:24,440 --> 00:17:26,600 An analytics tell you whether it's all working. 463 00:17:26,600 --> 00:17:29,240 The real value, less context switching for agents, 464 00:17:29,240 --> 00:17:30,920 faster resolution for customers, 465 00:17:30,920 --> 00:17:33,560 and a support operation that runs smoother on every level. 466 00:17:33,560 --> 00:17:34,520 Here's your homework. 467 00:17:34,520 --> 00:17:37,640 Think about one part of your support process that feels broken. 468 00:17:37,640 --> 00:17:39,800 Maybe it's the gap between email and your CRM. 469 00:17:39,800 --> 00:17:41,800 Maybe it's customers repeating themselves. 470 00:17:41,800 --> 00:17:43,960 Maybe it's agents drowning in manual data entry. 471 00:17:43,960 --> 00:17:45,720 Could a unified platform fix it? 472 00:17:45,720 --> 00:17:47,320 That's the question worth sitting with. 473 00:17:47,320 --> 00:17:48,520 If you found this useful, 474 00:17:48,520 --> 00:17:52,120 subscribe and check out our next episode on Dynamics 365 sales. 475 00:17:52,120 --> 00:17:55,160 How the same platform powers your sales team from lead to close. 476 00:17:55,160 --> 00:17:57,160 I'm Mucopetus from N365 FM.