Dynamics 365 Contact Center vs Customer Service: Key Differences Explained in 7 Minutes скачать в хорошем качестве

Dynamics 365 Contact Center vs Customer Service: Key Differences Explained in 7 Minutes

Confused about the difference between Dynamics 365 Contact Center and Customer Service? You're not alone. In this video, I break down the real-world differences between these two powerful Microsoft products, based on a recent client scenario my team worked through. You'll learn: ✅ How each product handles omnichannel communication (voice, chat, etc.) ✅ Why case management is the real differentiator ✅ When to recommend Contact Center over Customer Service – and vice versa ✅ How the new CRM Connection Wizard in Contact Center works (including Salesforce integration) 📌 If your client is already using Dynamics 365 for case management, Customer Service with a premium license is the best fit. 📌 If they’re using Salesforce or another third-party system, Dynamics 365 Contact Center might be the right solution. 🔗 Blog from MVP EY Kalman (highly recommended): https://thecrm.ninja/dynamics-365-con... ⏱️ Chapters 00:00 - Intro: Contact Center vs Customer Service 00:40 - Why this video matters (real client scenario) 01:10 - Overview of the trial environments 02:00 - Exploring Customer Service voice channel 03:00 - Exploring Contact Center voice channel 04:10 - What looks the same between the two 05:00 - The key difference in case management 06:00 - Contact Center CRM Connection Wizard (Salesforce, etc.) 07:15 - Visual breakdown via Miro board 08:30 - When to recommend each product 09:30 - Final thoughts & quick decision guide 10:00 - Outro & next steps 👉 Don’t forget to like, comment, and subscribe for more Microsoft Power Platform and Dynamics 365 insights! #Dynamics365 #ContactCenter #CustomerService #Microsoft #PowerPlatform #Omnichannel #CaseManagement #CRM #TechTips #BusinessApplications #D365