MEAPSA

Agent collaboration in Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.

Dynamics 365 Customer Service includes multiple collaboration features to help agents identify experts. It also helps agents engage with and set up meetings with their peers in Microsoft Teams. Organizations can use the available collaboration features to turn their business into a unified customer service center.

Business User

Functional Consultant

Customer Service

Module Objectives

In this module, you'll:

Examine embedded chat by using Teams.
Learn about customer support swarming by using Teams.
Share Dynamics 365 records within Microsoft Teams.

Units

Introduction min
Set up Microsoft Teams chat in Customer Service min
Use embedded Teams chat in Customer Service min
Microsoft Teams meeting integration in Dynamics 365 min
Set up customer support swarming for complex cases min
Use customer support swarming min
Check your knowledge min
Summary min

Prerequisites

Basic understanding of Dynamics 365 Customer Service