Dynamics 365 Customer Service - Part 1: Transforming Customer Experiences with AI & Microsoft Solutions

In this video, we explore the revolutionary impact of Dynamics 365 Customer Service on modern customer service operations. Learn how Microsoft’s integration of AI, including Copilot and Microsoft Graph, enhances agent productivity, personalizes customer interactions, and optimizes service operations.

What You’ll Learn:

The core components of Microsoft's business solutions: Microsoft 365, Dynamics 365, and the Power Platform.
The role of AI in self-service, assisted service, and field service.
How Copilot empowers agents with real-time insights, generative AI, and seamless collaboration tools.
The journey Microsoft undertook to build a global customer service infrastructure with Dynamics 365.
Real-world metrics showcasing improvements in customer satisfaction, first call resolution, and cost efficiency through Dynamics 365 Customer Service.
Whether you’re a business owner or just interested in the future of customer service, this video provides a detailed look at how Microsoft is setting the standard for customer experience transformation.

👉 Interested in leveraging Dynamics 365 for your business? Visit our website at www.prismware.co/services to learn more!

0:00 - 0:30: Introduction to Dynamics 365 Customer Service and Microsoft’s role in the evolution of customer service.
0:30 - 2:10: Overview of Microsoft’s core product components: Microsoft 365, Microsoft Dynamics 365, and Microsoft Power Platform.
2:10 - 3:08: Discussion on the impact of integrating AI and Microsoft Graph with Dynamics 365.
3:08 - 4:42: Exploration of customer journeys and key components of customer service, including sales, service, and marketing.
4:42 - 5:27: Importance of self-service, assisted service, and field service in customer service.
5:27 - 7:41: Market statistics highlighting the benefits of excellent customer service and the role of AI in modernizing service.
7:41 - 8:42: Introduction to Microsoft Copilot in Dynamics 365 and its functionalities.
8:42 - 11:49: Demonstration of how Copilot enhances agent efficiency through generative AI and real-time collaboration.
11:49 - 13:44: Insights into the challenges faced by agents, supervisors, and service leaders, and how Dynamics 365 addresses these needs.
13:44 - 16:55: Benefits of AI and automation in Dynamics 365 Customer Service, with specific metrics on improved customer service performance.
16:55 - 23:53: Microsoft’s journey in building its global customer service infrastructure using Dynamics 365.
23:53 - 27:37: Explanation of Microsoft’s unified platform approach and the impact of Copilot on enhancing service operations.
27:37 - 28:42: Closing remarks on Dynamics 365’s potential and a call to action for businesses to explore Dynamics 365 solutions with Prismware Technologies.