Contextual collaboration using embedded Microsoft Teams
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Sep 2, 2022 |
Business value
Agents who use Dynamics 365 Customer Service can easily collaborate with anyone within their organization, such as agents from other departments, supervisors, customer service peers, or support experts, over Microsoft Teams to resolve customer issues without leaving the case or conversation. Chats over Teams will be linked directly to Customer Service records, enabling a contextual experience.
Feature details
New features enable users to:
- Chat with contacts from within Dynamics 365.
- Access key Customer Service contacts, such as supervisors, queue members, and support experts.
- Access AI-driven suggestions of agents who resolved similar cases.
- Access recent Microsoft Teams chat lists.
- Link and unlink chats to case and conversation records.
- Access linked Microsoft Teams chats.
- View message avatars and presence, where users can easily see profile pictures of a chat participant and their availability (presence).