Next, in my blog series, I visit all of the new features and functionality that we can expect to see in Release Wave 1 of 2024 for Dynamics 365 and the Power Platform. Today I will be discussing the updates in Dynamics 365 Customer Service.
New features coming to Dynamics 365 Customer Service and the key areas of focus are creating process around generative AI and bringing that into the customer, agent, and supervisor experiences. Major advancements have also been made in enhancing voice, messaging, and email channels. The entire application has an overall improved set of Copilot capabilities.
The Dynamics 365 Release Wave 1 for 2024 outlines all the new features that will be released between March 2024 through October 2024. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power BI, Power Pages, Power Virtual Agents, Microsoft Dataverse, Microsoft Power Platform governance and administration, and data integration.
The Microsoft Power Platform features coming in the 2024 release wave 1 have been summarized in a separate release plan as well as a downloadable PDF.
Administrator experiences
A new feature that will aid with the deployment of Dynamics 365 Customer Service and the administration of it is the ability to create corresponding cases for a series of mailboxes.
The case is then routed to the correct team in order to get full context and independently respond to customers’ issues, without having to transfer the case to the relevant queue. This avoids delays in sending a first response to customers, improves average case handling time, and avoids service level agreement violations.
The key features to this are,
Email sent to multiple queue-enabled mailboxes (irrespective of To, Cc, Bcc) gets converted into multiple cases (one case corresponding to each queue enabled mailbox).
Email gets associated to each case and is shown on the case timeline.
Agents belonging to any of the queues (to which the email was sent to) can respond to the customer independently from any case using the case timeline.
Any reply from the customer to the original email gets associated to the case created in response to the original email, instead of creating a new case.
If a customer replies to the original email while adding a new queue-enabled mailbox, a case gets created for the new mailbox and the replied email gets associated with the new case in addition to the existing cases.
Agent experiences
Case Forecasting
Team leads need to ensure they have enough agents available to resolve customer cases and want to understand where overcapacity exists in their teams. This can result in higher costs, while under capacity results in longer customer wait times, which can reduce customer satisfaction.
Case volume forecasting looks to address this issue and comes with the following features,
Forecast case volumes daily.
Visualize forecasted volumes daily, weekly, and monthly basis, for up to six months.
Slice forecasted volumes by channel and queue.
Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special, seasonal events.
Enhanced Email Attachment
The enhanced attachment feature allows users to drag and drop attachments in emails, saving time and increasing their productivity. A reminder is sent to agents if they forget to include an attachment mentioned in the email. Agents can copy attachments from one email to another, allowing them to reuse attachments from older emails. T
The key features to this update are,
Add attachments by dragging and dropping them to the email.
Copy attachments from one or more emails to and paste it another email.
Bulk download and deletion of attachments.
Attachment size displayed in the appropriate units.
Export attachments details to Excel.
Reminder to add attachments if agents miss attaching files but have mentioned it in their email.
Copilot and AI innovation
Copilot in Cases
Copilot in Dynamics 365 Customer Service helps users in a variety of ways. Automatic prompts make it easier for customer service agents to quickly ask questions and get help from Copilot, saving them time, helping them do more, all which leads to reduced handle times and improved agent and customer satisfaction.
Omnichannel
Safeguarding Sensitive Data
This feature provides the following configuration capabilities to prevent unauthorized access and create a secure environment for agents and supervisors to address customer needs.
Administrative control: Administrators can define rules for handling sensitive data items and establish masking rules. These rules can be applied for data storage, during IVR sessions, and agent sessions.
Service-wide application: The established masking rules will be applied to transcription and call recording services.
Audit trails: Auditing features to track changes to sensitive data rules and access to Dataverse entities that host sensitive data.
Unified routing
Locate Agents to assist with cases easilyi
Enable agents to locate fellow agents according to their skill sets. In various instances, such as when a call or chat requires escalation to a different agent or when consultation with another agent is necessary, this functionality becomes crucial. It addresses situations where the initially responding agent lacks the specific skills needed to assist the customer. By implementing this feature, agents gain the ability to filter and search for colleagues based on the skills configured within the application. This enhancement significantly streamlines the process for agents to identify the appropriate individual for escalating conversations.
When contact centers face sudden spikes in customer queries in queues, agents might not be available to respond quickly. To improve customer satisfaction, overflow handling helps customers who wait for a long time by taking actions like automatically transferring work items to other queues.
Overflow handling
With overflow for work items in a queue, administrators can set a clear and reasonable wait time limit for work items before they are marked for overflow.
In addition to this admins can define a contingency plan for work items that exceed the wait time limit, such as transferring them to another queue with more agents who can address the customer request.
Hope you all enjoyed this post on the release wave 1 updates for 2023 in Dynamics 365 Customer Service. I will continue this series with some additional content specifically related to Dynamics 365 Field Service. Take Care, Speak Soon!
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