Microsoft Enhances Dynamics 365 Customer Service

Posted on: May 12, 2022 | By: Jim Bertler | Microsoft Dynamics CRM

Dynamics 365 Customer Service provides users with a comprehensive system that assists in everything from customer support to customer engagement. The system also makes management more efficient and gives users robust insights through the power of AI.

Microsoft began rolling out new features from the 2022 release wave 1 at the beginning of April. This new update includes many enhancements for Dynamics 365 Customer Service. Let’s review some of the key new features.

Administrator Experiences

Microsoft has made the administration experience more intuitive in order to make it simpler to set up Dynamics 365 Customer Service. This includes being able to forecast case and conversation volumes, visually customizing Power BI embedded analytics, and introducing a new Customer Service admin center application.

Agent Experiences

With the new update, agents are able to handle multiple interactions and use multiple apps without worry of losing data. New enhancements to email templates and the Case grid have improved the workflow as well.

Communities

Microsoft is being more vigilant about engaging with community members through community-generated content like Q&A and blogs.

Knowledge Management

Agents now have better access to pertinent information in order to enhance their customer service experience when customers come to them with questions. This means that users can search articles using a Power Virtual Agents bot, as well as utilizing enhanced analytics tools for these articles.

Next Steps

These are just a few of the new features that users can expect in their Dynamics 365 Customer Service software. To learn more about the platform, talk to an experienced consultant at Logan Consulting today!



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