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We need to talk about......D365 Release Wave 2 2021......D365 for Customer Service Updates

Next in my blog series on Release Wave 2 updates for 2021 is D365 for Customer Service Updates.


The Microsoft Power Platform release plan for the 2021 release wave 2 describes the new features being released from October 2021 through to March 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 or download the document as a PDF file.


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 2 updates are:


Agent Workspace Inbox View

Microsoft have announced that an inbox view will be added to the Customer Service Workspace and Omni Channel for Customer Service app. The intention is to allow agents to triage service requests and navigate the cases which they own. In Release Wave 2, the inbox view will be integrated to manage issues using customized views and filters across all channels.

Agent Workspace Navigation

Customer Service workspace and Omnichannel for Customer Service are multisession apps that allow customer service agents to multi-task on several customer cases simultaneously. Simplified navigation which currently needs to be enabled for these apps will be available by default in the upcoming release wave. This will also see some productivity tools moving to the new extensible side pane, referenced above in the model-driven apps section.

Usability improvements in knowledge management

Microsoft will announce new capabilities to allow for better distinction between internal/external knowledge content in search results and easier access to frequent actions in a reordered article command bar.



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





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