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In this video, we highlight new capabilities that will be released for Dynamics 365 Customer Service in the 2022 Release Wave 2. These new capabilities will enhance the ability of organizations to ensure their service and operations always exceed customer expectations—no matter how customers connect with them.
Overview of Dynamics 365 Customer Service 2022 release wave 2 – https://learn.microsoft.com/en-us/dynamics365-release-plan/2022wave2/service/dynamics365-customer-service/
0:00 – Introduction
1:39 – Digital Contact Center Platform
3:56 – Digital Contact Center Platform demo
10:55 – Closing
What’s new and planned for Dynamics 365 Customer Service
Administrator experiences
An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Customer Service and using its features.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Customize data models of historical analytics reports | Admins, makers, marketers, or analysts, automatically |  Oct 31, 2022 | – | – |
| Link signature templates to a queue | Admins, makers, marketers, or analysts, automatically | – | – | Oct 1, 2022 |
| Quick reply administration enhancements | Users by admins, makers, or analysts | – | – | Oct 1, 2022 |
| Improve administration productivity with guided channel setup and search | Admins, makers, marketers, or analysts, automatically | – | – | Oct 30, 2022 |
| Try enhanced settings in AI suggestions for knowledge articles | Admins, makers, marketers, or analysts, automatically | – | – | Oct 28, 2022 |
Agent experiences
Enable agents to handle multiple interactions, interact with multiple apps without losing context, and enhance workflows with productivity tools.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Auto-summarize conversations on transfer or wrap-up | Users by admins, makers, or analysts | Oct 28, 2022 | – | – |
| Compose email with new insert template | Users, automatically | – | Aug 1, 2022 | Oct 1, 2022 |
| Try enhanced layout for Customer Service workspace | Users by admins, makers, or analysts | Aug 1, 2022 | – | Oct 1, 2022 |
| Use dynamic text in signature template | Users, automatically | – | Aug 1, 2022 | Oct 1, 2022 |
| Multi-entity and customizable views in inbox | Users by admins, makers, or analysts | – | – | Oct 3, 2022 |
| Improve agent productivity with timeline enhancements | Users, automatically | – | Aug 1, 2022 | Oct 3, 2022 |
| Try enhancements to rich text editor | Users, automatically | – | Aug 1, 2022 | Oct 3, 2022 |
| Try enhancements to timeline maker experience | Admins, makers, marketers, or analysts, automatically | Aug 1, 2022 | – | Oct 3, 2022 |
| Try auto AI suggestions for similar cases, knowledge articles | Users, automatically | – | Aug 1, 2022 | Oct 28, 2022 |
| Improvements to the case grid | Users by admins, makers, or analysts | – | – | Dec 2022 |
Knowledge management
A robust and detailed knowledge base helps agents find answers for customers faster and enables customers to self-serve through support portals.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Suggest knowledge articles as agents type in the search box | Users by admins, makers, or analysts | – | – | Oct 7, 2022 |
| Knowledge article search filters are enabled by default | Users, automatically | – | Aug 1, 2022 | Oct 2022 |
Omnichannel
Omnichannel engagement enables instant engagement and connectivity between agents and customers and gives supervisors real-time visibility into operational efficiency.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Digital messaging support for Apple Messages for Business | Users by admins, makers, or analysts | – | – | Oct 2022 |
| Offer single sign-on in chat, Power Virtual Agents bots | Users by admins, makers, or analysts | – | – | Oct 1, 2022 |
| Enable dialing agents directly | Users by admins, makers, or analysts | – | – | Oct 31, 2022 |
| Use voice support in more Dynamics 365 regions | Users by admins, makers, or analysts | – | – | Oct 2022 |
| Enable customers to keep queue spot, get callbacks | Users by admins, makers, or analysts | Oct 31, 2022 | – | Feb 2023 |
| Enable customers to leave voicemails for agents | Users by admins, makers, or analysts | Oct 31, 2022 | – | Feb 2023 |
Service-level agreements
Service-level agreements enable businesses to track support policies and ensure that customers are supported as per their entitled support policy.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| View active duration, on-hold duration of an SLA KPI | Users, automatically | – | Aug 1, 2022 | Oct 1, 2022 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Integrate Power Virtual Agents bots, agent analytics | Users, automatically | – | Aug 1, 2022 | Oct 31, 2022 |
| Personalize out-of-the-box historical analytics reports | Users, automatically | – | Aug 1, 2022 | Oct 31, 2022 |
| Monitor support operations in near real time for Omnichannel for Customer Service | Admins, makers, marketers, or analysts, automatically | Oct 31, 2022 | – | To be announced |
Teams integration
Provide your agents with seamless integrations between Dynamics 365 and Microsoft Teams.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Use customer support swarming for complex cases | Users by admins, makers, or analysts | Oct 2022 | – | – |
| Automatically summarize conversations in Teams-based collaboration | Users by admins, makers, or analysts | – | – | Oct 28, 2022 |
| Use Teams chat for contextual collaboration | Users by admins, makers, or analysts | – | – | Oct 2022 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Route calls to agents who are idle for longest duration | Admins, makers, marketers, or analysts, automatically | Oct 20, 2022 | – | – |
| Try enhancements in user experience to manage skills | Admins, makers, marketers, or analysts, automatically | Oct 20, 2022 | – | – |
| Allocate work items to queues based on percentage | Admins, makers, marketers, or analysts, automatically | – | – | Oct 20, 2022 |
| Try enhancements to overflow management | Admins, makers, marketers, or analysts, automatically | – | – | Oct 20, 2022 |
| Route work items to preferred agents | Admins, makers, marketers, or analysts, automatically | Aug 31, 2022 | – | Oct 20, 2022 |
