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We need to talk about......D365 Release Wave 1 2022......D365 for Customer Service Updates

Next in my blog series on Release Wave 1 updates for 2022 is D365 for Customer Service Updates.


The Microsoft Power Platform release plan for the 2022 release wave 1 describes the new features being released from March 2022 through to October 2022 for Power BI, Power Apps, Power Apps portals, Power Automate, Power Virtual Agents, and AI Builder, as well as Microsoft Power Platform, Sales, Marketing and Customer Service. You can either browse the release plan online.


In this third blog post, I am going to focus on some of the changes that form part of the release which are specific to D365 for Customer Service.


The focus areas for the Dynamics 365 Customer Service release wave 1 updates are:


A new consolidated administration center will be introduced to unify tasks across the Customer Service Hub, Omnichannel admin and app profile manager.


Enhanced email template experience


This includes a new insert template gallery that will provide multiple views and search capabilities to compose messages using existing templates. Also, Microsoft will bring a new email template creation experience in this release wave.



Inbox enhancements


The inbox feature released last year with the D365 Customer Service and Omnichannel for Customer Service workspace will be extended with additional capabilities. This is designed to assist agents in managing multiple conversations and working through issues. Enhancements in the 2022 Release Wave 1 include support for an email conversation channel and enablement of real-time conversation translations.


Dynamics 365 Customer Service Community App


This new app will provide community managers and moderators with additional tools to capture customer ideas and quickly respond to feedback on products and services. This is accompanied by a modern community web portal template. The Community app is expected to reach GA in April.



Analytics for knowledge articles and search terms


New capabilities will include knowledge post historical usage trends and key word search phrases. Knowledge search control for app side pane Knowledge search will be another control that will be configurable in the side pane within the Customer Service workspace.



SLA usability enhancements


Service level agreement improvements include the ability to customise display text for the Succeeded and Expired display text of the SLA timer. Success conditions can also be defined in greater detail using a related entity in addition to the primary entity.


Embedded Microsoft Teams


New features will enable users to chat with contacts within Dynamics, access recent chats and link chats to case and conversation records.


Enhancement in default queues for unified routing


Administrators will be able to set a default queue for every work stream. For work items that don't match any defined routing conditions, or work items that encounter any error during routing, will be routed to the default queue.


Unified routing diagnostics enhancements


Errors and exceptions that occur during the routing process will be better accessible to admins to understand why some items are unassigned.


Hope you all enjoyed this post on the Release Wave 2 plans for 2021 for D365 for Customer Service. I will continue this series with some additional content specifically related to Marketing. Take Care, Speak Soon!





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