Tag: Email
How to configure governance in D365 Customer Service
In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generating email responses, find solutions to customer issues, summarizing conversations, and even handling customer interactions autonomously. And while all of that is incredibly exciting, it also brings up a pretty important question: How do we make sure the messages being sent to our customers follow the rules weRead More
2024 Wave 2: D365 Customer Service
The 2024 wave 2 release notes are here, and I’m excited to bring you a new series of articles covering all the juicy details for Dynamics 365 Sales, Customer Service, Field Service, and more. Previously I covered the new features in this release for Dynamics 365 Sales and Copilot for Sales. In todays article in the series, I’ll be diving into all the new functionality coming to Customer Service. SomeRead More
Improved email attachment experience in D365 Customer Service
Here is another set of features that kind of snuck into Dynamics 365 Customer Service without anyone noticing! At least I didn’t notice until I opened an email message in Dynamics 365 Customer Service and saw some different options available for me! I (or any other admin) didn’t need to enable anything, these features just showed up out of the blue! It’s hard to pinpoint which release wave these featuresRead More
Associate emails to multiple records (preview)
As you might or might not know, today we only have the ability to relate activities to ONE row (or record) in Dynamics 365 CX by setting the ‘regarding’ field on the activity. This can be problematic, because there might be a need to save a record to multiple rows (or records). A good example of when there would be a need to associate an activity (like an email) toRead More
