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