Plan and prepare for Dynamics 365 Customer Service in 2024 release wave 2

Overview

Dynamics 365 Customer Service is a cloud-based solution that uses generative AI across the service journey to help businesses deliver fast, personalized, and consistent service across multiple channels. Advanced routing, case management, knowledge management, Copilot, and embedded Microsoft Teams capabilities maximize agent productivity. Simplified administration and integrated analytics optimize contact center operations.

In 2024 release wave 2, we're focused on the following capabilities:

• Infuse generative AI into customer, agent, and supervisor experiences.
• Improve agent productivity.
• Extend Copilot capabilities.

Updates to Dynamics 365 Customer Service 2024 release wave 2

Investment areas

Agent experiences
The agent experience is at the heart of Dynamics 365 Customer Service and enhancing agent confidence is the key to improving customer satisfaction. Customer Service provides a powerful agent desktop, with infused generative AI, seamless collaboration capabilities, and productivity tools in a customizable workspace. Our features boost agent effectiveness, enabling them to deliver personalized customer experiences across any channel.

Copilot and AI innovation
Copilot transforms the Customer Service support experience with generative AI. Agents are more productive and deliver a better service experience with Copilot helping them find resources to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks. Copilot harvests knowledge from internal and external sources to draft contextual answers to questions in email and chat conversations. Agents can ask Copilot questions as they conduct research for a case, and they can use Copilot to generate case and conversation summaries in a single click.

Supervisor experiences
The supervisor experience is targeted at customer service managers and analysts. Availability of key operational metrics allows supervisors to continuously monitor contact center operations and make course corrections. For example, supervisors can intervene when customer sentiment becomes negative and improve agent staffing to optimize productivity, thereby keeping service levels high.

Supervisors can also use the extensibility feature and customize data models to include additional metrics and report on custom entities, improving contact center efficiency.

Unified routing
The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels, namely case, record, chat, digital messaging, and voice, to the best-suited agents. The assignment rules take into account customer-specified criteria, such as priority and skills. The routing service uses AI to automatically classify, route, and assign work items, and eliminates the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations. The various features like percent-based routing, overflow management, and routing to preferred agents help optimize the routing of work items to the best-suited agents.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Customer Service below:

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Customer Service