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Alex is a customer service agent for an electronics company that depends on Microsoft Dynamics 365 Customer Service, to provide customers with the best experience and outcomes. Because of the built-in agent productivity tools to automate processes and his 360-degree view of each customers journey, Alex is empowered to ensure every customer receives a single, unified experience, even when their cases transferred between agents or across channels. Here, Alex receives a new conversation request from a customer named Mae. Before accepting the conversation, he proactively scan Maes customer profile to gain a clear understanding of her needs. Alex then looks through a timeline of Maes previous interactions and her self-service history. Next, he reviews the transcript summary of her most recent conversation with one of his companys virtual agents. With all this context, Alex can now pick up the conversation right where the Virtual Agent left off, providing a seamless experience with no n