In today’s fast-paced customer service landscape, staying ahead is crucial. That’s why the Microsoft 2024 Release Wave 2 for Dynamics 365 Customer Service introduces groundbreaking updates designed to enhance efficiency, streamline workflows, and boost agent performance. From real-time queue updates and improved email attachment handling to proactive prompts powered by Copilot, these features offer immense value to customer service teams.
Navigating these technical improvements can be complex, but Dogma’s experts are here to help you make the most of these updates. Let’s dive into the key features and discover how they can transform your customer service strategy!
Key Updates: Microsoft 2024 Release Wave 2 for Dynamics 365 Customer Service
Boost Agent Productivity with Enhanced Email Attachments
Microsoft’s 2024 Release Wave 2 brings a refreshed email attachment experience to Dynamics 365 Customer Service, designed to improve agent productivity. With new drag-and-drop functionality and reminders for forgotten attachments, agents can manage emails more efficiently. You can now copy, paste, and handle attachments in bulk, making email management more seamless than ever.
Additional features include downloading emails as attachments, exporting attachment details to Excel, and viewing attachment sizes in easy-to-understand units. This update offers a more intuitive interface with grid and tile views, allowing agents to focus more on resolving customer issues and less on email logistics, significantly enhancing efficiency and customer satisfaction.
Improve Efficiency with the New Case Grids
The 2024 second release introduces enhanced case grids, enabling agents to prioritise high-urgency cases more effectively. These grids display essential information like case priority, origin, age, next SLA, and escalation status, helping agents quickly identify the most pressing tasks. With icons, avatars, and quick navigation features, agents can access the latest interactions without delay.
These intuitive grids come enabled by default and offer optional editing for added flexibility. This enhancement ensures agents can manage cases more efficiently, leading to increased productivity and better customer service outcomes.
Leverage AI-Driven Prompts and Insights to Streamline Workflows
Dynamics 365 Customer Service 2024 Release Wave 2 introduces proactive prompts and insights powered by Copilot, significantly enhancing agent productivity. Instead of manually typing queries, agents receive contextual prompts at the start of conversations and follow-up suggestions based on Copilot’s responses.
This feature allows agents to discover plugins and gain a deeper understanding of case, conversation, and email contexts. With these proactive insights, agents can respond more effectively and efficiently, reducing manual input and ensuring faster, higher-quality customer service.
Secure Access with Agent-Specific Plugin Authentication
A significant update in the Microsoft 2024 release wave 2 for Dynamics 365 Customer Service is the ability to define agent-level authentication for connector plugins, offering greater flexibility and security when accessing external data sources. Previously restricted to administrator-level authentication, this feature now allows for agent-specific access, ensuring only authorised agents can retrieve data, reducing risks associated with stale admin credentials.
Administrators can manage plugin settings via the Customer Service admin centre, enabling or disabling connector plugins and configuring authentication with ease. This enhancement not only boosts security but also improves workflow efficiency, ensuring agents have seamless access to necessary data.
Optimise Agent Allocation During High-Traffic Periods
Another standout feature in the D365 Customer Service 2024 second release wave is real-time queue membership updates, allowing for quicker adjustments during high-traffic periods. When conversation volumes surge, admins can instantly add or remove agents from queues, eliminating the previous 15-minute delay.
Agents can immediately start working in their new queues, preventing rerouting delays and avoiding unintended work assignments. This update optimises staffing efficiency, reduces customer wait times during peak periods, and ensures smoother operations in contact centres.
Boost Efficiency with Enhanced Case Form Controls
The latest enhancement in Dynamics 365 Customer Service‘s case form offers agents a more efficient way to manage cases. Agents can now upload and view multiple attachments, take quick notes, and access all related attachments in a consolidated view, speeding up their workflow. Colour-coded icons make it easier to identify case fields, allowing agents to find information quickly and handle tasks with ease.
These intuitive controls streamline daily case management, eliminating the need to search for individual files and ensuring agents can focus on resolving issues faster. Enabled by default in the Case for multisession experience, this update significantly boosts productivity and simplifies the case handling process.
Simplify Documentation with AI-Powered Meeting Recaps
Dynamics 365 Customer Service now offers an integration between Copilot for Service and Teams that automates post-call documentation. Agents can access service-specific meeting summaries, follow-up actions, and create CRM tasks directly from the Teams recap, saving valuable time.
This feature also makes call recordings and transcripts easily accessible, allowing meeting summaries to be saved back into the CRM system for future reference. By reducing manual note-taking, this update enhances productivity, enabling agents to focus more on customer interactions.
Unlock the Full Potential of D365 Customer Service 2024 Release Wave 2
The Microsoft 2024 release wave 2 for Dynamics 365 Customer Service comes packed with transformative features designed to elevate efficiency and enhance customer experiences. However, translating these enhancements into real business value can be tricky. That’s where Dogma’s experts come in. We’ll ensure a seamless update process, maximising benefits without disrupting your operations.
Reach out to our team today and discover how we can help you harness the power of these game-changing features!
