You are implementing Dynamics 365 Customer Service for an IT helpdesk. Support agents regularly use Microsoft Teams when chatting and collaborating with external customers. You need to recommend a…

The correct answer is D. AI suggestions for contacts. Dynamics 365 Customer Service , Configure AI suggestions for contacts in Microsoft Teams Agents can collaborate with other contacts directly through Microsoft Teams to quickly resolve customer issues. As an administrator, you can enable the Microsoft Teams collaboration feature…

implement multi-session experiences for Customer Service

Question

You are implementing Dynamics 365 Customer Service for an IT helpdesk. Support agents regularly use Microsoft Teams when chatting and collaborating with external customers. You need to recommend a platform feature to assist the agents. What should you recommend?

Options

AAsk a Question in Copilot
BRules-based suggestions
CIntegrated search provider
DAI suggestions for contacts

How the community answered

(43 responses)

A
5% (2)
B
12% (5)
C
2% (1)
D
81% (35)

Explanation

Dynamics 365 Customer Service , Configure AI suggestions for contacts in Microsoft Teams Agents can collaborate with other contacts directly through Microsoft Teams to quickly resolve customer issues. As an administrator, you can enable the Microsoft Teams collaboration feature to help them find the right contacts. This feature uses the AI capability to automatically suggest contacts in real-time, based on the currently open active case or support conversation when agents explore contacts in the embedded chat experience. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-teams-

Topics

#Teams integration#AI suggestions for contacts#Microsoft Teams#agent productivity

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