Dynamics 365 Customer Service implementation optimization resources

What's new

Get started

• Release plans

Samples and tools

Overview

• Overview

sample

• Channel-based presence
• Set up agent capacity
• DTMF aggregation by Bot Framework skills
• AgentScript and macro samples
• Deflect cases with artificial intelligence
• Automate agent tasks
• Application Insights for Copilot Studio
• Sample queries for conversation diagnostics

Copilot and generative AI

Deploy

• Cross-environment collaboration with Copilot in Dynamics 365
• Implement Copilot in digital contact centers
• Set up your tools and infrastructure for using Copilot in your contact center
• Onboard your users to use Copilot in your contact center
• Better interpretation of alphanumeric values with generative AI

Setup

Overview

• Set up the simulator for Channel Integration Framework v. 2.0
• Set up click-to-run outbound calls
• Sample Adaptor for Channel Integration Framework

Unified Service Desk

Overview

• Transition to Customer Service workspace
• Map components from Unified Service Desk to Customer Service workspace

Tools for development

Overview

• Validate the solution

Analytics

Overview

• Configure analytics and insights dashboards
• Get started with analytics for Omnichannel
• Overview of capabilities for analytics
• Application lifecycle management for custom reports

Tools for testing

Overview

• Load test the solution
• Set up test automation with Playwright
• Scale load tests
• Scenarios for load tests

Application lifecycle management

Overview

• Overview
• Application lifecycle management for custom reports