New October Updates for D365 Customer Service

New Updates for D365 Customer Service Coming October

9 September 2024 · By · Tagged as: Dynamics 365

Explore the latest advancements in Dynamics 365 Customer Service with our October feature roundup. This blog delves into nine key updates designed to enhance your customer service operations, including real-time queue membership updates, improved case management controls, and advanced email handling capabilities. Discover how these features can streamline your workflows, boost productivity, and elevate customer satisfaction. Stay ahead of the curve and ensure your team is fully equipped to handle the evolving demands of customer service with these essential updates. Read on to learn more about how these innovations can transform your service delivery and drive business success.

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Upcoming Features in Microsoft Customer Service for October 2024 

As October approaches, Microsoft is rolling out several new features for Customer Service that promise to enhance productivity, streamline workflows, and improve customer experiences. Here's a closer look at what you can expect this month:

Use Overflow for Lengthy Wait Times for Work Items (Gen Availability September)

When your contact centre faces unexpected spikes in customer queries, agents may not be able to respond promptly. To tackle this challenge, the overflow handling feature helps manage long wait times by automatically transferring work items to other queues.

Feature Details:

• Set wait time limits for work items before they are marked for overflow.
• Automatically transfer overflow work items to queues with available agents.

 Compose Emails Using Improved Attachment Experience (Gen Availability October)

Enhance your email productivity with the new attachment experience. Agents can now drag and drop attachments, receive reminders if attachments are forgotten, and manage attachments more efficiently.

Feature Details:

• Drag and drop attachments into emails.
• Copy, download, and bulk manage attachments.
• Get reminders to add attachments if mentioned in the email body or subject.

 Compose Emails with Enhanced Recipients Handling (Gen Availability October)

The enhanced recipient experience in emails makes it easier to manage email addresses, view recipients' status, and resolve addresses to Dynamics 365 records.

Feature Details:

• Drag and drop recipients among To, CC, and BCC fields.
• View recipients' email addresses and presence status.
• Resolve email addresses to Dynamics 365 records.

 Manage Cases Efficiently with Enhanced Case Controls (Gen Availability October)

The updated case form in Customer Service workspace allows agents to handle multiple attachments, take quick notes, and use color-coded icons to streamline case management.

Feature Details:

• Upload and view multiple attachments directly on the case form.
• Take notes, view consolidated attachments, and use color-coded icons for field identification.

 Prioritise Cases with Improved Case Grids (Gen Availability October 24)

Enhanced case grids provide better visibility into key case details such as priority, SLA, and case age, helping agents prioritize and manage their workload more effectively.

Feature Details:

• View priority icons, case age, and next SLA breach.
• Quick navigation to the latest activity on a case.
• Option to edit grid information directly.

 Enable Copilot Plugins to Connect with External Systems (Gen Availability October 24)

Connect external systems to Copilot, allowing customer service representatives to access data without switching tabs, thus improving efficiency and resolution times.

Feature Details:

• Integrate external systems with Copilot.
• Access and use data from these systems within Copilot.

 Use Proactive Prompts and Insights Generated by Copilot (Gen Availability October 24)

Proactive prompts help agents discover Copilot features effortlessly, saving time and enhancing the overall experience with contextual and follow-up suggestions.

Feature Details:

• Contextual prompt starters and follow-up suggestions.
• Discover plugins and understand case, conversation, and email contexts.

 Update Queue Memberships for Agents in Real Time (Gen Availability October)

Admins can now update queue memberships instantly, ensuring that agents are assigned to new queues immediately and reducing wait times during peak periods.

Feature Details:

• Real-time updates to queue memberships.
• Immediate availability of agents for new queues and removal from old queues.

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