Microsoft’s 2024 Wave 1 Release is currently in progress with dozens of new updates and features already available for use. To help you take advantage of these new features, we’ve gone through all the newly released Dynamics 365 Customer Service capabilities and put together a brief webinar focusing on the ones we think would be the most beneficial for your customer service team.
Here’s a brief recap of what you can expect to learn from our webinar:
WATCH THE FULL DYNAMICS 365 CUSTOMER SERVICE WAVE 1 RELEASE WEBINAR
A more efficient way to draft personalized email responses
Prior to this new feature, customer service agents could respond to cases either by sending a relevant knowledge base article, using a pre-loaded email template, or writing their own email. Thanks to the addition of Copilot, agents are now able to utilize this AI to quickly draft relevant, helpful, and professional emails when responding to customer cases. This improves overall efficiency, allowing agents to tackle more cases, and directly address individual customer concerns with tailored responses. We’ll show you how it’s done in a few simple steps.
How to quickly access high-level case summaries
Trying to find important record information in Dynamics 365 typically required users to go through record data fields as well as any information stored in the timeline. Naturally, this is a time-consuming endeavour, especially if you’re going through a detailed record with multiple communication touchpoints. Now, with the help of Copilot, we’ll show you how easy it is to find up-to-date record summaries in a matter of seconds. With a better understanding of record activity, you can provide your customers with more customized experiences faster than before.
Proposing new Knowledge Base articles upon case resolution
Knowledge base articles are a great resource for agents when it comes to providing answers to customer requests. However, the process for creating knowledge base articles differed depending on agent security permissions and often took a significant chunk of time. This isn’t the case anymore because agents can now use Copilot to create articles based on a recent case resolution, providing access to common customer requests for future reference.
WATCH THE FULL DYNAMICS 365 CUSTOMER SERVICE WAVE 1 RELEASE WEBINAR
This is just a sneak peak of the highlighted capabilities. By watching our webinar, you’ll get a more detailed understanding of how they work, a live demo showcasing each one in action, and a step-by-step setup process.
There are plenty of additional updates still being released and more to come throughout the year. At Catapult, all of our Hypercare Support Packages includes the management of capability updates for our partners to help them keep their solutions up-to-date and ensure they are utilizing the latest features. If you’re interested in implementing these new features in your organization or would like to learn more about how our Dynamics 365 support services would be beneficial to your team, we’d be more than happy to help you.
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