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Customer Service in 2022 release wave 2

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.

FeatureEnabled forPublic previewEarly access*General availability
Customize data models of historical analytics reportsAdmins, makers, marketers, or analysts, automatically Oct 31, 2022
Link signature templates to a queueAdmins, makers, marketers, or analysts, automatically Oct 1, 2022
Quick reply administration enhancementsUsers by admins, makers, or analysts Oct 1, 2022
Improve administration productivity with guided channel setup and searchAdmins, makers, marketers, or analysts, automatically Oct 30, 2022
Try enhanced settings in AI suggestions for knowledge articlesAdmins, 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.

FeatureEnabled forPublic previewEarly access*General availability
Auto-summarize conversations on transfer or wrap-upUsers by admins, makers, or analysts Oct 28, 2022
Compose email with new insert templateUsers, automatically Aug 1, 2022 Oct 1, 2022
Try enhanced layout for Customer Service workspaceUsers by admins, makers, or analysts Aug 1, 2022 Oct 1, 2022
Use dynamic text in signature templateUsers, automatically Aug 1, 2022 Oct 1, 2022
Multi-entity and customizable views in inboxUsers by admins, makers, or analysts Oct 3, 2022
Improve agent productivity with timeline enhancementsUsers, automatically Aug 1, 2022 Oct 3, 2022
Try enhancements to rich text editorUsers, automatically Aug 1, 2022 Oct 3, 2022
Try enhancements to timeline maker experienceAdmins, makers, marketers, or analysts, automatically Aug 1, 2022 Oct 3, 2022
Try auto AI suggestions for similar cases, knowledge articlesUsers, automatically Aug 1, 2022 Oct 28, 2022
Improvements to the case gridUsers by admins, makers, or analystsDec 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.

FeatureEnabled forPublic previewEarly access*General availability
Suggest knowledge articles as agents type in the search boxUsers by admins, makers, or analysts Oct 7, 2022
Knowledge article search filters are enabled by defaultUsers, automatically Aug 1, 2022Oct 2022

Omnichannel

Omnichannel engagement enables instant engagement and connectivity between agents and customers and gives supervisors real-time visibility into operational efficiency.

FeatureEnabled forPublic previewEarly access*General availability
Digital messaging support for Apple Messages for BusinessUsers by admins, makers, or analystsOct 2022
Offer single sign-on in chat, Power Virtual Agents botsUsers by admins, makers, or analysts Oct 1, 2022
Enable dialing agents directlyUsers by admins, makers, or analysts Oct 31, 2022
Use voice support in more Dynamics 365 regionsUsers by admins, makers, or analystsOct 2022
Enable customers to keep queue spot, get callbacksUsers by admins, makers, or analysts Oct 31, 2022Feb 2023
Enable customers to leave voicemails for agentsUsers by admins, makers, or analysts Oct 31, 2022Feb 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.

FeatureEnabled forPublic previewEarly access*General availability
View active duration, on-hold duration of an SLA KPIUsers, automatically Aug 1, 2022 Oct 1, 2022

Supervisor experiences

Enable supervisors to monitor and improve contact center operations

FeatureEnabled forPublic previewEarly access*General availability
Integrate Power Virtual Agents bots, agent analyticsUsers, automatically Aug 1, 2022 Oct 31, 2022
Personalize out-of-the-box historical analytics reportsUsers, automatically Aug 1, 2022 Oct 31, 2022
Monitor support operations in near real time for Omnichannel for Customer ServiceAdmins, makers, marketers, or analysts, automatically Oct 31, 2022To be announced

Teams integration

Provide your agents with seamless integrations between Dynamics 365 and Microsoft Teams.

FeatureEnabled forPublic previewEarly access*General availability
Use customer support swarming for complex casesUsers by admins, makers, or analystsOct 2022
Automatically summarize conversations in Teams-based collaborationUsers by admins, makers, or analysts Oct 28, 2022
Use Teams chat for contextual collaborationUsers by admins, makers, or analystsOct 2022

Unified routing

Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.

FeatureEnabled forPublic previewEarly access*General availability
Route calls to agents who are idle for longest durationAdmins, makers, marketers, or analysts, automatically Oct 20, 2022
Try enhancements in user experience to manage skillsAdmins, makers, marketers, or analysts, automatically Oct 20, 2022
Allocate work items to queues based on percentageAdmins, makers, marketers, or analysts, automatically Oct 20, 2022
Try enhancements to overflow managementAdmins, makers, marketers, or analysts, automatically Oct 20, 2022
Route work items to preferred agentsAdmins, makers, marketers, or analysts, automatically Aug 31, 2022 Oct 20, 2022

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