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Category: Customer Service

Discover best practices, tips, and strategies for enhancing customer service operations. Explore articles on leveraging AI, omnichannel capabilities, and efficient workflow management to deliver exceptional customer experiences.

What’s New in Dynamics 365 Customer Service: Release Wave 2 2025

What’s New in Dynamics 365 Customer Service: Release Wave 2 2025

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The Dynamics 365 Release Wave 2 2025 is on its way, bringing a host of powerful enhancements to Dynamics 365 Customer Service. I have already covered the release wave for Customer Insights Journeys and Contact Center. For the full release planner see the Microsoft documentation. Some of the features listed in this post have already been covered in my Contact Center post, but I also list them here to make this a complete overview for Customer Service as they can…

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From Legacy Telephony to Intelligent Customer Engagement: Successfully Implementing Dynamics 365 Contact Center

From Legacy Telephony to Intelligent Customer Engagement: Successfully Implementing Dynamics 365 Contact Center

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The landscape of customer engagement is rapidly evolving. Today’s customers expect seamless and personalized experiences across channels, while businesses seek efficiency and deeper insights. This shift has driven the adoption of CCaaS (Contact Center as a Service), and within this market, Dynamics 365 Contact Center stands out as a key player. But how does one navigate a successful implementation of such a solution? It’s about far more than just replacing an old phone system. For business leaders and consultants, understanding…

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Enhancing Your Power Automate Flow to Retrieve Actual Opening Hours

Enhancing Your Power Automate Flow to Retrieve Actual Opening Hours

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I’ve received a lot of positive feedback on my previous post about checking opening hours, along with numerous requests for a way to retrieve the actual opening hours instead of just the status. I was hoping for some function on this within release wave 1 2025. But as I could not find anything concerning this, In response to the questions, I’ve revisited Power Automate to make some modifications to my original workflow. This post is an extension of my earlier…

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Release wave 1 2025 – Contact Center

Release wave 1 2025 – Contact Center

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Next up of my summaries for the release wave 1 2025 is the summary for contact center. This is split into the following main sections Copilot and AI innovation, IVR capabilities, Omnichannel customer experiences, Service representative experiences, Supervisor experiences and Unified routing. A lot of different functionality to bring new powers to your customer service team! The full release planner can be found here:https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center But I will try to sum these up with their features as best as possible here:Where…

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Opening Hours from Dynamics in Copilot

Opening Hours from Dynamics in Copilot

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Have you ever tried to access the Customer Service opening hours in Copilot? It’s not easily accessible through APIs or the dataverse action ‘List’. This is a working solution to get a true or false if the workstream is open right now The usecase was as follows: From Copilot, is the customer service center open or closed. From my research I have not found this documented anywhere on the Microsoft documentation or anywhere else. This was solved by using a…

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