After 10+ customer validation sessions, we are excited to move forward with a solution of embedding Microsoft Teams into Dynamics 365 Customer Service. We also added AI-based intelligent suggestions into this feature so that customer service agents and supervisors will be able to easily collaborate with internal teams and third party supports in the context of the CRM records.
As this project is still under development and will be launched very soon, I can't show the exact deliverables at this point. Nevertheless, this integration project has been featured at Microsoft Ignite 2021. Feel free to check out the full session here. I also attached the video clip that shows the project solution preview.
If you're interested in this project and would like to learn more about the updates, Reach out to me and let's chat!