top of page

We need to talk about... D365 Release Wave 1 2023... Dynamics 365 Customer Service

Updated: Mar 27, 2023

Next, in my blog series, I finally visit all of the new features and functionality that we can expect to see in Release Wave 1 of 2023 for Dynamics 365 and the Power Platform. Today I will be discussing the updates in Dynamics 365 Customer Service.

New features coming to Dynamics 365 Customer Service and the key areas of focus in this set of updates appears to be around enhancements to the agent experiences, improvement to the Swarming feature and a real drive towards more detailed analytics.

The Dynamics 365 Release Wave 1 for 2023 outlines all the new features that will be released between March 2023 through August 2023. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power BI, Power Pages, Power Virtual Agents, Microsoft Dataverse, Microsoft Power Platform governance and administration, and data integration.

The Microsoft Power Platform features coming in the 2023 release wave 1 have been summarized in a separate release plan as well as a downloadable PDF

New email template designer

The new designer appears to feature elements of the drag-and-drop email editor from Dynamics 365 Marketing. This will enable users to quickly create consistent, professional email templates with images, buttons and other components, essentially identical to what marketers use the same functionality for.

Updated workspace layout

A new Customer Service workspace layout features:

  • Sessions and child tabs displayed horizontally

  • Improved handling of overflow tabs

  • Site Map still accessible in pop-out form

  • Side panels for knowledge base articles, smart assist etc

Mark knowledge articles as favourites

Very small feature improvement here, but potentially invaluable to organisations with heavy knowledge base article use. This features allows users to set favourite articles in the search control that makes their most used articles more readily available.

Recent cases form control

The enhanced recent cases control includes colour-coded priority icons and case status to help agents quickly visualise information and understand the current state without navigating away from the current record.

AI-suggested replies

AI is coming in all shapes and sizes to Dynamics 365. In our Customer Service world this is in the form of AI-Suggested replies, allowing user to select form a range of prompts and response suggestions in the chat window. The model will learn from the organisation’s chat history and adapt accordingly.

Enhanced case form

The latest case form enhancements include uploads of multiple attachments and capturing notes during the case creation process.

Email template selection

This feature will allow preconfigured views of templates with persisting filters, enabling agents to save time by finding the right email template through an integrated record selection in the email templates section.

Agent forecasting

Case volume forecasting improvements include:

  • Forecasting case volumes daily

  • Visualising forecasted volumes daily, weekly, and monthly basis for up to six months

  • Automatically detecting seasonality from historical traffic to predict case volumes

A improvement to this existing feature menas use historical data is also used, enabling customer service managers to forecast case volumes in more incremental levels.

Hope you all enjoyed this post on the release wave 1 updates for 2023 in Dynamics 365 Customer Service. I will continue this series with some additional content specifically related to Dynamics 365 Field Service. Take Care, Speak Soon!

24 views0 comments


Post: Blog2_Post
bottom of page