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Omnichannel for Customer Service is an application for Dynamics 365 Customer Service. It provides a single interface allowing your customer service agents to support your customers via: Live Chat (embed on your website, in your own web application, or in your Dynamics portal), Facebook, Twitter, SMS, Microsoft Teams, Custom Messaging Channels.

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Microsoft have just announced the release of their latest feature plans for Dynamics 365 and Microsoft Power Platform 2020. Here are some of the important feature updates for D365 and Power Platform Microsoft announced in their Release wave 1 review.

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You need to be looking to marketing automation, of which email automation and tracking is just a small part.
Click Dimensions offers email marketing, campaign automation, web intelligence, surveys, web forms, landing pages and social marketing, all native within your existing Microsoft Dynamics instance.

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