2024 Release Wave 1 Highlights: Dynamics 365 Customer Service

Dynamics 365 Customer Service enhances customer experiences with AI-driven improvements, while optimizing voice, message, and email communications.

Jason Wietharn

Practice Director, Customer Engagement

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Table of Content

    As with other Dynamics 365 products, the new functionality announced by Microsoft for Dynamics 365 Customer Service in 2024 Release Wave 1 emphasizes artificial intelligence (AI). This includes infusing generative AI through Microsoft Copilot into customer, agent, and supervisor workflows. The technology will enable internal users and customers to submit prompts that generate suggestions and data to streamline service requests and enhance customer experiences.

    Release Wave 1 also includes improved communications with enhanced features across voice, messaging, and email channels. To give you a better understanding, here’s a quick rundown of the new functionality in Customer Service that you can expect to see released between April and September.

    Streamlining Customer Support: Dynamics 365 Customer Service Unifies Setup and Enhances Agent Productivity

    Unified Administrator Experiences

    Dynamics 365 Customer Service will provide a consistent setup experience to unify routing and omnichannel activities. The admin center app will consolidate administrator experiences relevant to customer support.

    This will provide an intuitive process to enable rapid first-time and incremental setup. Customer Service will also run automatic proactive health checks to ensure the system works as expected.

    Enhanced Agent Productivity

    Infused generative AI will enable seamless collaboration among internal service teams. Microsoft is also adding customizable productivity tools to boost agent effectiveness—by enabling them to deliver more personalized customer experiences across any communications channel.

    Also leveraging AI, Copilot will help agents access internal knowledge sources by generating optimized responses in a single click. Agents can quickly find resources to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks. For example, Copilot can draft contextual answers to questions in chat and email, respond to agent questions, and generate case and conversation summaries.

    All-In-One Contact Center

    Omnichannel improvements will enable service teams to instantly engage with customers via live chat, text messaging, voice, Microsoft Teams, and social media channels. Customer Service will also provide a seamless experience as conversations between agents and customers cross-over channels, enabling a true, all-in-one contact center.

    Service Incident Routing to Appropriate Agents

    The intelligent routing service in Customer Service will use a combination of AI models and rules to assign incoming service requests from all channels (case, record, chat, digital messaging, and voice) to the best-suited agents. The assignment rules factor in customer-specified criteria, such as priority and skills.

    The routing service also uses AI to automatically classify, route, and assign work items, which eliminates the need for constant queue supervision and manual work distribution. Various features like percent-based routing, overflow management, and routing to preferred agents will help the customer service team ensure they route all work items to the most appropriate agents.

    Help for You to Navigate the New Enhancements

    Dynamics 365 Customer Service has fundamentally transformed customer service by providing the tools to create meaningful and lasting connections with customers. With this platform, your business can address customer inquiries promptly and effectively, leading to higher levels of satisfaction and loyalty.

    However, leveraging the power of Customer Service may require some assistance. To help you navigate all the 2024 Release Wave 1 enhancements of Dynamics 365 Customer Service, Velosio is here to help.

    We are among the largest and most recognized Microsoft Dynamics partners, with thousands of active customers. Many years as a recognized leader in ERP, CRM, cloud productivity, and business intelligence solutions have repeatedly landed us in the top 1% of Microsoft Dynamics Partners worldwide.

    We will be glad to advise you on when each Customer Service enhancement will be available, which enhancements make sense for your environment, and how to sync them with the Customer Service functions you already rely on. Contact us today to learn more.

    Jason Wietharn

    Practice Director, Customer Engagement

    Follow Me: