Dynamics 365 Customer Service & Teams Integrations

Introduction

In the Dynamics 365 Customer Service Wave One release of 2023, Microsoft introduces several updates that aim to revolutionize customer support and improve the efficiency and effectiveness of agents. From customer support swarming to enhanced collaboration features, these updates empower agents to resolve complex cases faster and provide exceptional customer service. In this blog, we will explore each update’s key features and benefits, including the use of Dynamics 365 Customer Service links in Teams chats, automatic field change updates, and much more. Join us as we dive into these exciting enhancements and discover how they can transform your customer service operations.

Use Customer Support Swarming for Complex Cases

The Microsoft Dynamics 365 Wave One release implements customer support swarming in Dynamics 365 Customer Service. One key advantage of this update is that it enables agents to effectively collaborate with experts from various departments within the organization, leading to faster resolution of complex customer cases.

To enhance the admin experience, several improvements have been made. Administrators can now utilize a guided, step-by-step setup process, significantly reducing the time required for configuring swarming within their organizations. This streamlined setup process enhances the efficiency of onboarding. Additionally, administrators no longer need to manually activate the case form for swarming, as it is now automatically activated. The form is customizable, allowing administrators to add new tabs, sections, or fields as needed, and these changes are promptly reflected on the agent side.

The agent experience has also been enhanced. The swarm creation form now features an advanced user interface, providing a visual indicator of the progress made during swarm creation. This allows agents to track completed steps and those remaining efficiently. Furthermore, agents no longer have to enter the swarm title manually; it is automatically prepopulated with the case title, which can be edited if necessary. This automation saves time and allows agents to focus on acquiring the expert help required to resolve customer cases swiftly. Overall, these enhancements improve the efficiency and effectiveness of customer support swarming in Dynamics 365 Customer Service.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: April 6, 2023

Early Access: TBD

General Availability: TBD

View Teams Chat on the Connected Record’s Timeline

As part of the Microsoft Dynamics 365 Wave One Release of 2023, Microsoft is introducing a valuable enhancement to Dynamics 365 Customer Service that aims to improve the efficiency and effectiveness of customer service agents. This update focuses on providing agents with a comprehensive view of customer cases, enabling them to access all relevant information easily.5

With this update, agents can gain a holistic perspective on customer cases by viewing related chats directly on the timeline. Whether it is a chat connected explicitly to the case or any other record, agents can now conveniently access these conversations within the context of their work.

When initiating a connected chat or linking an existing chat to a record, agents will observe the conversation as a new activity on the timeline. This activity will display pertinent details, such as the individuals involved in the chat, their connection time, and the timestamp of the last message sent.

Furthermore, even if there is a change in agents handling the case, the new agent, who might not have been initially involved in the chat, can still access the conversation on the timeline. This allows for seamless continuity and knowledge transfer within the team. The new agent can effortlessly join the discussion and become a participant in the chat, gaining complete visibility into the entire exchange of messages.

To enable this feature, the administrator must activate the Join chat toggle in the Customer Service admin center app. By granting read and write privileges to eligible users, the ability to join connected chats is made accessible.

This enhancement significantly improves the collaboration and productivity of customer service agents. By providing them with a unified view of relevant chats, agents can respond to customer inquiries more effectively and efficiently, ultimately improving customer satisfaction.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: April 7, 2023

Early Access: TBD

General Availability: TBD

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Swarms Auto-Resolved or Canceled

As part of the Microsoft Dynamics 365 Wave One Release, Microsoft is introducing an update that streamlines the process of resolving complex cases by automatically addressing associated swarms when the parent case is closed. Instead of requiring agents to manually resolve or cancel these swarms, the built-in automation takes care of it for them.

Here are the key features of this update:

Links will be provided to assist agents in navigating to the open swarms, accompanied by a clear message indicating the necessary action and expected outcomes.
Agents can easily select to confirm or cancel the swarms based on their assessment.
If the agent chooses to confirm, the associated swarms will be resolved or canceled automatically.
If the agent decides to cancel, they will be redirected back to the case form for further action.

This update empowers customer support teams with a more efficient and streamlined workflow, allowing them to handle complex cases more effectively while reducing manual effort.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: May 12, 2023

Early Access: TBD

General Availability: TBD

Dynamics 365 Customer Service Links in Teams Chats

As part of the Microsoft Dynamics 365 Wave 1 Release, Microsoft enables you to gain deeper insights into your business data within your Microsoft Teams chats, meetings, or channels. When you paste a Dynamics 365 Customer Service link, it will automatically be unfurled in an adaptive card, enriching your experience by providing more comprehensive details about the shared link. Rest assured, you can confidently verify that your selected link is an authentic Power Apps link.

For canvas app links, you can view the app name and record name, while model-driven app links to records will display the entity type. This enhanced visibility enables you to assess the relevance and context of the shared content quickly.

Moreover, if you wish to exclude the card from your message, you have the option to delete it in the message compose window before sending the message. This way, you can ensure that no card is sent along with your message, providing flexibility in your communication.

With this Microsoft Wave 1 Release update to Dynamics Customer Service, accessing and understanding your business data becomes more seamless and convenient, empowering you to make informed decisions directly within Microsoft Teams.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: N/A

Early Access: February 6, 2023

General Availability: April 3, 2023

Stay Informed with Automatic Field Change Updates

As part of the Microsoft Dynamics 365 Wave One Release, Microsoft is introducing a valuable enhancement to reduce the burden on agents by automatically notifying all chat participants when a crucial field on a connected record is modified. By eliminating the need for manual efforts, this time-saving feature ensures that everyone stays informed without any additional effort.

By leveraging the suite of Teams collaboration features, users can initiate chats with individuals who are connected to a Dynamics 365 record. Now, with this 2023 Microsoft Wave 1 Release update, participants in the chat will also receive notifications when changes are made to the associated record. For instance, if a chat is linked to a case, all participants will be promptly informed if the case’s priority is modified. As a result, agents can dedicate their attention to tasks that truly matter, while experts in the chat are promptly aware of relevant updates.

Release Information:

Enabled for: Users by Admins, Makers, or Analysts

Public Preview: N/A

Early Access: N/A

General Availability: May 26, 2023

Closing

In conclusion, the Wave One release update of Microsoft Dynamics 365 in 2023 introduces a series of powerful enhancements that will transform your customer support team by improving the efficiency of your agents. From the implementation of customer support swarming to the seamless integration of Teams chats with Dynamics 365 Customer Service, these updates empower your agents to resolve complex cases faster and provide exceptional customer service. Additionally, the automation of swarms and the automatic field change updates streamline workflows and reduce manual effort, allowing your agents to focus on what truly matters. With these exciting enhancements, your business can revolutionize its customer service operations and deliver an outstanding customer experience.