This post talks about the new Dynamics 365 Customer Service features planned to release for Oct-2020:
Agent suggestions for similar cases
AI-driven case suggestions based on case context and historical success rate.
Secondary actions that agents can take, such as collaborate with an expert, after similar case has been found.
Continuous improvement of the recommendation model through comprehensive feedback mechanism.
Historical topic clustering for all channels
In this release, the AI capability will also be applied to support channels, including chat and digital messaging transcripts. This will help organizations better understand issues that customers face and their impact on core business metrics across the spectrum of engagement.
Activity monitoring for automatically created records
This feature adds views to monitor and review the health of the rules to create records automatically. The success or failure of each rule can be viewed at a glance and grid filtering allows custom views to focus on the event types that require action such as rule failures.
Rich text control with embedded images
A configurable PCF control that can be used for any multiline rich text input or viewing. Rich text enables formatting for emphasis and readability. The addition of embedded media, such as images, enables further contextual understanding and enhanced communication.
Agent suggestions for knowledge
Without artificial intelligence (AI), agents spend time searching for and scanning knowledge articles to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. AI helps proactively surface the best knowledge articles by parsing through thousands of articles, taking case context and previous history into account.
Key highlights of this feature include:
- AI-driven knowledge article suggestions based on case context and historical success rate.
- A comprehensive feedback mechanism to continuously improve the recommendation model.
Configuration experience for timeline in the new form designer
Administrators need to be able to configure settings to maximize agent productivity. In this release, timeline can be customized in the form designer.
The following functionality is available:
- Set timeline records to show as expanded by default.
- Ability to add or remove +New activity items in Timeline.
- Ability to hide status tags and “What you’ve missed.”
Customer Service new multisession app
The new multisession app for Customer Service allows agents to handle customer cases efficiently with the help of the following features:
- Management of multiple cases simultaneously.
- Management of email and other case-related activities without losing context of the parent case.
- Productivity pane for AI-based suggestions of knowledge articles, similar cases, and other productivity tools.
Enable silent, seamless migration from legacy to Unified Interface service scheduling experience
The following entities will be automatically migrated from the legacy web client to the latest Unified Interface service scheduling experience:
- Site
- Facility/equipment
- Resource Group
- Service
- Service Activity
- Service Calendar
- Search Availability
Enhanced knowledge articles editing and view experience
Key highlights of this feature include:
- Knowledge authors can easily create a collapsible section consisting of a header and a body in a knowledge article.
- Knowledge consumers can expand and collapse these sections to display or hide the content.
- In the knowledge base editor, knowledge authors can easily use superscript, subscript, text direction from left-to-right (LTR), right-to-left (RTL), and remove formatting functionality. Improvements to the modern design experience include the Change Div container, Embed media, and Anchor icons. On the preview tab, the warning message that states, “This content was not generated by Microsoft and may not be secure….” has been removed.
- In the knowledge search control, the interaction icons (for example, link article to entity, email articles, and copy URL) are updated with the modern design experience.
Familiar, modern email template experience for agents and administrators
Email templates enable scale, efficiency, and consistency of email communication between agents and customers for support centers. In this release, we are bringing the following template authoring capabilities to the agent and administrator experience:
- Create templates with an intuitive and easy-to-understand experience.
- Author templates using a complete rich text experience, including the ability to manage images inline.
- Use a modern toolbar and have the ability to cut and paste formatted content from Office documents such as Word and Excel, while maintaining formatting.
- Personalize the message with dynamic customer or entity data.
Insert knowledge articles into an email
The legacy web client allows agents working on emails to search for knowledge articles and insert them into the email without losing context. This feature brings this capability into Unified Interface. While working on an email, an agent can search and select a knowledge article to include in the email.
Intuitive email file attachment experience for agents
Agents often receive and view files or need to send files using email. An intuitive and easy-to-use file experience improves agent productivity and quality of service to customers. In this release, we are bringing the following file attachment capabilities to the agent experience:
- Inline file attachment experience with the ability to manage multiple files.
- Quick preview for files.
- Ability to select and manage multiple attached files.
New forms and dashboards for Customer Service
These forms and dashboards are automatically available in the legacy web client and can be enabled in other apps using the Account, Contact, or Case entity and if all forms are shown by default when the appropriate roles are assigned.
Tool to migrate rules for automatically creating records, service-level agreements from classic app to Customer Service Hub app
Companies often define multiple rules for SLAs and creating records automatically to help manage and automate their business processes. The future of these productivity features is with flows designed in Power Automate.
In this release, the migration tool will be available to help with the transition to Power Automate as follows:
- Admins can choose the legacy rules that need to be migrated.
- Admins decide when to switch to the new rule; legacy rules are not modified.
- Flows in Power Automate are created for the existing legacy rules for automatic record creation and SLAs.
- Admins can decide when to activate the new rules and deactivate the legacy rules.
- The legacy rules continue to run on existing cases until the rules are deactivated.
Usability enhancements for timeline
Enhancements to the Dynamics 365 timeline control in 2020 release wave 2 include the ability to:
- Use inline images for rich text notes (this feature line item will come later in August).
- Expand or collapse all records.
- Provide email-specific actions for email records (this feature line item will come later in August).
- Highlight matching text for the search filter.
Omnichannel for Customer Service
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers across digital messaging channels.
- Agent suggestions for cases similar to the conversation
- Embedding chat in mobile experiences
- Persistent messaging for chat
- Outbound messaging
- Post-conversation surveys using Dynamics 365 Customer Voice
- Real-time language translation of messages
- Agent personalization of quick replies
- Agent personalization of sound notifications
- Agent suggestions for knowledge articles
- Experience designer for multi-session apps
* Some features are available for you to opt-in as part of early access on August 3, 2020, including all mandatory changes that impact end users. Learn more about early access.
Description of Enabled for column values:
- End users, automatically: These features include change(s) to the user experience for end users and are enabled automatically.
- Admins, makers, or analysts, automatically: These features are meant to be used by administrators, makers, or business analysts and are enabled automatically.
- End users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their end users.
For a list of the countries or regions where Dynamics 365 business applications are available, see the International availability guide. For more information about geographic areas and data centers (regions), go to the Dynamics 365 and Power Platform availability page.
Reference:
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/planned-features