Dynamics 365 Customer Service Chat is one of the primary channels for customers to interact with support agents. It is easy to use and allows service agents to be more productive by simultaneously engaging with multiple customers. Chat for Dynamics 365 offers several capabilities to ensure the support agents and end users can interact effectively and remain highly productive.
Create multiple chat widgets to segregate Portal users and create personalized experiences based on their profile, organizational preferences, and their location on the website. Identify and set up different chat experiences and interaction flows for authenticated and unauthenticated users, for example, different pre-chat questions. Design chat widgets to match your brand using various customizations available like color, position of widget, title, subtitle, logo, and so on.
Configure a pre-chat questionnaire and show it inline in the chat widget to get user inputs and route them to appropriate agents based on the pre-chat answers. Mask sensitive data within the conversation (credit card numbers, profane words, and so on) using data masking rules to avoid sharing sensitive information with agents, supervisors, or end users. Support agents and customers can share attachments during the conversation.
Dynamics 365 Customer Service Chat (Governmental Community Cloud Pricing) provides all the functionality of its enterprise counterpart (Dynamics 365 Customer Service Chat) but is hosted in a separate, secured environment and adds compliance features like accreditations, personnel screening, and data residency that enable the service to meet the unique needs of US Government customers. State and local government customers that require compliance-level data protection and security can also take advantage of Dynamics 365 Customer Service Chat (Governmental Community Cloud Pricing).
Eligibility and Validation: Dynamics 365 Customer Service Chat (Governmental Community Cloud Pricing) plans are available to (1) qualified government entities, including US federal, state, local, tribal, and territorial government entities, and (2) other entities (subject to validation of eligibility) who handle data subject to government regulations and requirements, where use of Dynamics 365 Customer Service Chat (Governmental Community Cloud Pricing) is appropriate to meet these regulations and requirements. Click on the links below for more information about GCC customer Eligibility and Validation.
When completing the GCC approval form, please ensure that the customer name on the form is no longer than 50 characters.
Please note: The approval and provisioning of net-new GCC tenants may take up to five (5) business days to complete.
