Microsoft Dynamics 365 Customer Service provides end-to-end service for all things customer engagement. The software offers support and specialized tools to assist your customers quickly and efficiently while also providing robust insights.
The bulk of features in release wave 1 for Customer Service relate to the all-in-one contact center, routing for the contact center, and improving agent experiences with automation and knowledge management. Below is a categorized view of features and their dates of general availability.
Administrator Experiences
- Simplify administration with the new Customer Service admin center application. Available April 2022.
Agent Experiences
- Improvements to the Case grid. Availability TBD.
- Enhanced experience of using email templates while composing an email. Available April 2022.
- Inbox enhancements to help improve agent productivity. Available April 2022.
- Scheduling and IoT capabilities in Customer Service workspace. Available April 2022.
- User-initiated feedback for products. Available April 2022.
- Enhanced experience for creating email templates. Available July 2022.
Communities
- Engage with customers in Dynamics 365 Customer Service Community. Available April 2022.
Knowledge Management
- Relevance search integration for knowledge management in portals. Available April 2022.
- Analytics for knowledge articles and search terms. Available April 2022.
- Usability enhancements to knowledge article search. Available April 2022.
- Configure knowledge search control for application side pane. Available April 2022.
Omnichannel
- APIs for queue and agent availability. Available April 2022.
Service-level Agreements
- Custom time calculation in service-level agreements. Available April 2022.
- Usability enhancements in service-level agreements. Available April 2022.
Teams Integration
- AI-generated conversation summary sets context for Teams-based collaboration. Available April 2022.
- Contextual collaboration using embedded Microsoft Teams. Availability TBD.
- Provide AI-suggested contacts for Teams-based collaboration. Available April 2022.
Unified Routing
- Enhancement in default queues for unified routing. Available April 2022.
- Enhancements in diagnostics for unified routing. Available April 2022.
Have any questions about Dynamics 365 Customer Service? Reach out to our experienced Dynamics 365 team at Opal Business Solutions, your trusted Microsoft Gold Partner. Click below for more.
