Dynamics 365 Customer Service Agent Experience Updates

Learn about some of the exciting new 2023 Microsoft Wave 1 Release enhancements to the Dynamics 365 Customer Service agent experience.

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Aaron Klein

Introduction

In today’s customer-centric business landscape, exceptional customer service is vital for success. Empowering customer service agents with effective tools and technologies is critical to achieving this. In this post, we’ll explore six of the latest enhancements in agent experiences coming to Dynamics 365 Customer Service via the 2023 Microsoft Wave One release. These advancements apply to a wide range of industries, allowing organizations to elevate the level of their customer service. We’ll cover features such as streamlined case management, improved email communication, AI-driven assistance, and customizable workspaces. Join us as we delve into these updates that enable higher productivity levels and more personalized customer interactions while boosting overall customer satisfaction.

Creating & Managing Cases Efficiently with Enhanced Case Form

With 2023’s Microsoft Dynamics 365 Wave 1 Release, you can uplevel your customer service department’s productivity with the newly enhanced case form. These updates are revolutionary for agents handling multiple cases, enabling the ability to seamlessly navigate between screens, access customer details, and refer to past interactions. Here is a breakdown of the new case form enhancements that became available on April 1, 2023, and can be enabled for your users by admins, makers, or analysts.
Microsoft Wave One Release: Creating & Managing Cases Efficiently with Enhanced Case Form
The contextual integration of customer data, past cases, and previous interactions within the case form eliminates the need for agents to switch between tabs or interrupt their workflow. This comprehensive view enables agents to verify and edit customer details promptly, ensuring accurate and up-to-date information without any additional effort.
The enhanced case form allows agents to update existing customer cases without disrupting the case creation flow or requiring them to switch tabs. This feature streamlines the process and eliminates the possibility of duplicate cases, saving valuable time and reducing the risk of errors.
To further enhance efficiency, the improved case form includes an autofill feature that automatically populates case fields when the case is created from a conversation. This functionality eliminates manual data entry, minimizing the time spent on repetitive tasks and allowing agents to focus on critical aspects of case management.
With the inclusion of a Description field equipped with Rich Text Editor capabilities, agents can capture comprehensive and detailed case information. This feature ensures that all relevant details are documented accurately, enhancing communication and collaboration within the organization.
This view enables agents to access and manage all necessary files in one place. This consolidation simplifies reviewing and sharing attachments, reducing the chances of overlooking essential information.
The Microsoft Dynamics 365 Wave Release One introduces enhancements to D365 Customer Service, enabling agents to access customer details and past interactions seamlessly and provide updates without case duplication. The rich case details and consolidated attachments view further streamline the process, enhancing communication and collaboration.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

General Availability: April 1, 2023

Microsoft Dynamics 365 Wave One Release: AI-Generated Summaries

The AI-generated conversation auto-summarization feature in Microsoft Dynamics 365 Customer Service offers significant business value by simplifying the process of obtaining and sharing conversational context. Whether agents are catching up on a conversation, wrapping up a case, or collaborating with colleagues to solve a customer’s issue, these AI-generated summaries prove invaluable. Using these summaries, agents can quickly share relevant details about the customer’s problem and the attempted resolutions. The structured context provided enables seamless collaboration with other agents and subject matter experts, resulting in faster and more effective problem resolution.
Regarding feature details, the 2023 Wave 1 Release introduces refinements to the generated summaries in Dynamics 365 Customer Service, ensuring the accuracy and relevance of the information presented. The summary user interface has also been enhanced, providing a more user-friendly experience for agents, supervisors, and subject matter experts. Additionally, the feature includes improved feedback collection, allowing users to provide valuable input and contribute to the ongoing improvement of the auto-summarization functionality.

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Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: October 1 2023

General Availability: April 1 2023

Enhanced Email Templates Designer & Selection

As part of the 2023 Microsoft Wave One release, the following two enhancements to the email template process work hand in hand to streamline the email creation process. These features enable your customer service agents to work more productively and provide your customers with a more cohesive experience.

This new feature addresses the challenge of efficiently locating the right template when there are a high number of options. By providing preconfigured views of templates with persisting filters, agents can find the desired template faster. Additionally, integrating the record selector dialog box in the selection pane reduces the clicks required to select an email template, streamlining the process and improving overall agent productivity.
Microsoft Dynamics 365 Wave One Release: Email Template Selection
The use of email templates offers significant business value by providing a quick and efficient method for sending repetitive and recurring emails to multiple customers. These templates save time and ensure a consistent and professional communication approach. By utilizing preformatted email messages, businesses can maintain a standardized format while engaging with customers.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

General Availability: April 1 2023

The advanced digital content designer allows users to easily create and style templates, incorporating a range of advanced layouts that are responsive and adaptable to various screen sizes. Users have the flexibility to effortlessly incorporate elements such as images, text, buttons, and dividers while designing their email templates. This enhanced functionality increases the overall effectiveness and customization options for businesses in their email communication with customers.
Microsoft Dynamics 365 Wave One Release: Email Template Designer

Release Information:

Enabled for: Users automatically

Early Access: February 6 2023

General Availability: April 1 2023

Microsoft Dynamics 365 Wave One Release: Simplified Case Management

This feature update via Microsoft D365s Wave One Release was automatically enabled on April 1st, 2023. It enhances the efficiency of agents working on high-volume cases, allowing them to manage cases more effectively and prioritize customer issues. One of the improvements introduced is the implementation of color-coded case statuses and icons for priority. These visual cues allow agents to quickly locate and identify relevant information, helping them prioritize cases and resolve customer issues more efficiently.
In addition, the process of adding a case to a queue has been enhanced to provide agents with a better understanding of the queues to which a case belongs. This improvement eliminates the need for multiple clicks and presents only the relevant queues for adding a case. When setting the “Worked by” field on a case, the application now displays only the members of the selected private queue, reducing errors and confusion.
Microsoft Dynamics 365 Wave One Release: Simplified Case Management
Furthermore, the case resolution process has been simplified and streamlined. Agents now experience a more intuitive and clutter-free case resolution experience with fewer clicks and steps. They can easily view and close open activities on the Activities tab, enabling them to resolve cases quickly.
The key improvements in this update include color-coded priority icons, color-coded case statuses for easy discoverability, an improved process of adding a case to a queue, and an enhanced case resolution process. These enhancements optimize the case management process within Microsoft Dynamics, providing agents with a more efficient and intuitive experience when dealing with high-volume cases and resolving customer issues.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Early Access: February 6 2023

General Availability: April 1 2023

Microsoft Dynamics 365 Wave One Release: Mark Knowledge Articles as Favorites

With this Wave 1 Release update, agents can now mark specific articles as favorites, providing them with a convenient way to access these articles whenever needed. By marking articles as favorites, agents can easily refer to them repeatedly for customer issues or read them at a later time, depending on their workload. This feature significantly saves agents time searching for relevant articles, ultimately increasing their productivity and efficiency in resolving customer queries.
The feature includes the capability to add or remove articles from the favorite list, granting agents control over the articles they want to keep in their list. This flexibility ensures that agents can curate a relevant and personalized collection of articles tailored to their specific needs.
Microsoft Dynamics 365 Wave One Release: Mark Knowledge Articles as Favorites
Moreover, the update allows agents to view their favorite articles through various interfaces, including the form-embedded knowledge search control, app-side-panel-based knowledge search control, and independent knowledge search control. This means that agents can access their favorite articles seamlessly within their preferred working environment, enhancing their workflow and making the information readily available.

Release Information:

Enabled for: Users automatically 

Early Access: February 6 2023

General Availability: April 1 2023

Microsoft Dynamics 365 Wave One Release: Enhanced Workspace Layout

The 2023 Microsoft Dynamics 365 Wave One Release update to the Customer Service workspace brings valuable enhancements for agents. They can now seamlessly multitask between cases, conversations, and issues while keeping the context of their ongoing work intact. With a modern design, the update introduces a new layout for the site map, sessions, and tabs, providing a more intuitive and streamlined user experience. Agents can navigate through sessions and child tabs horizontally, ensuring easy access to different tasks. The improved handling of overflow tabs and the visibility of the tab bar, only when multiple tabs are present, optimize the workspace for focused work. Additionally, the update enhances the site map by introducing grouping and areas, simplifying navigation, and making it easier for agents to find the information they need. The inclusion of a 400 percent zoom mode improves accessibility, while the increased predictability of session closure and in-app notifications aligned with multisession navigation further streamlines agent workflows.
Microsoft Dynamics 365 Wave One Release: Enhanced Workspace Layout
Overall, the update to the Customer Service workspace empowers agents to work more efficiently, boosting their productivity and enabling them to provide exceptional customer service. By allowing seamless multitasking and improving the workspace layout, navigation, and accessibility, agents can handle customer cases and conversations more effectively, enhancing customer satisfaction and improving operational performance.

Release Information:

Enabled for: Users automatically 

Early Access: February 6 2023

General Availability: April 1 2023

Closing

In conclusion, Microsoft Dynamics 365 Customer Service’s 2023 Wave 1 release has several improvements that help customer service agents provide top-notch support. This blog post highlights six of the updates, but there are many more enhancements to the agent experience, some of which are automatically enabled. In contrast, others require admin, makers, or analysts’ implementation. If you want to learn more or discover how to use these enhancements to improve your customer service and increase customer satisfaction, contact Avantiico through the link below.

Avantiico is a trusted Microsoft Dynamics 365 partner known for its deep expertise in ERP implementation, support, supply chain management solutions, Microsoft 365 upgrades, and optimization of Dynamics 365 solutions. With a focus on enhancing customer service operations, Avantiico provides tailored solutions that help businesses leverage the full potential of their Dynamics 365 investments. From seamless integrations to proactive support and training, Avantiico, a Microsoft Solution Partner, ensures your team can effectively utilize the latest features and updates. Get in touch with Avantiico today to explore how our expert services can transform your customer service experience and drive better results.

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