Dynamics 365 Wave 1 Release for 2024: Dynamics Service

D365 Customer Service

We are excited to share with you some of the amazing features that will be included in the upcoming Dynamics 365 Wave 1 release for 2024. From AI innovations with Copilot to enhanced sales execution and experience, this release is packed with features that will help businesses achieve their goals and deliver exceptional customer experiences. Keep reading to learn more about these features and how they can benefit your business. To fully take advantage of these new features and boost your business, be sure to reach out to Covenant for guidance and support.

Forecast case volumes daily & at 15-minute intervals:
The Forecast Case Volumes feature is a powerful enhancement to MS D365 software, allowing customer service managers to accurately predict case volumes on a daily basis, as well as at 15-minute intervals. With this feature, you can visualize forecasted volumes on a daily, weekly, and monthly basis for up to six months, and slice forecasted volumes by channel and queue.
One of the key benefits of the Forecast Case Volumes feature is the ability to automatically detect seasonality from historical traffic. This helps customer service managers accurately predict case volumes during special, seasonal events, allowing them to better prepare for fluctuations in case volume.
In addition, the ability to forecast case volumes at 15-minute intervals provides even greater granularity and accuracy in predicting case volumes. This allows customer service managers to make more informed decisions about staffing and resource allocation, ensuring that their team can effectively manage case volumes.
Overall, the Forecast Case Volumes Daily & at 15-minute Intervals feature is an invaluable tool for any customer service manager looking to enhance their operations. By providing greater visibility and accuracy in forecasting case volumes, this feature helps you achieve your goals more effectively.

Automatic Prompts from Copilot:
The Automatic Prompts from Copilot feature is a powerful enhancement to Dynamics 365 Customer Service, allowing customer service agents to receive contextual suggestions on what they can do next. With this feature, Copilot can help agents quickly ask questions and get help, making it easier for them to effectively manage their interactions with customers.
One of the key benefits of the Automatic Prompts from Copilot feature is that it makes it easier for agents to take advantage of the full range of capabilities offered by Copilot. By providing contextual suggestions, Copilot can help agents quickly identify the most relevant actions to take, allowing them to work more efficiently and effectively.
In addition, the Automatic Prompts from Copilot feature helps to reduce the cognitive load on agents, allowing them to focus on providing high-quality customer service. By providing suggestions on what to do next, Copilot can help agents navigate complex interactions more easily, reducing the risk of errors and improving the overall customer experience.
Overall, the Automatic Prompts from Copilot feature is an invaluable tool for any customer service agent looking to enhance their operations. By providing contextual suggestions on what to do next, this feature helps agents work more effectively, improving the quality of customer service and helping to achieve your goals more effectively.

Validate Copilot responses faster with more transparency:
The Validate Copilot Responses Faster with More Transparency feature is a powerful enhancement to Dynamics 365 Customer Service, allowing customer service representatives to validate Copilot’s responses more quickly and with greater transparency. With this feature, Copilot has been upgraded to provide better citations of its sources, making it easier for representatives to understand how Copilot generated its responses and validate their accuracy.
One of the key benefits of the Validate Copilot Responses Faster with More Transparency feature is the ability to reduce the time taken to verify Copilot’s replies. By providing enhanced transparency in its responses, Copilot allows representatives to quickly and easily validate the accuracy of the information provided, reducing handle times and enhancing customer satisfaction.
In addition, the increased transparency provided by this feature helps to build trust between representatives and Copilot. By providing clear and accurate citations of its sources, Copilot demonstrates its commitment to providing high-quality, reliable information, helping representatives to feel more confident in using its responses to assist customers.
Overall, the Validate Copilot Responses Faster with More Transparency feature is an invaluable tool for any customer service representative looking to enhance their operations. By providing greater transparency in its responses, this feature helps representatives to work more effectively, improving the quality of customer service and helping to achieve your goals more effectively.

Omnichannel

Mask sensitive data and prevent unauthorized access:
The Masking Sensitive Data and Preventing Unauthorized Access feature is a powerful enhancement to Dynamics 365 Customer Service, providing configuration capabilities to prevent unauthorized access and create a secure environment for agents and supervisors to address customer needs. With this feature, administrators can define rules for handling sensitive data items and establish masking rules, which can be applied for data storage, during IVR sessions, and agent sessions.
One of the key benefits of the Masking Sensitive Data and Preventing Unauthorized Access feature is the ability to apply established masking rules to transcription and call recording services. This ensures that sensitive data is protected throughout the entire customer service process, reducing the risk of unauthorized access or data breaches.
In addition, the feature provides auditing capabilities to track changes to sensitive data rules and access to Dataverse entities that host sensitive data. This allows administrators to monitor and manage access to sensitive data, ensuring that only authorized personnel have access to this information.
Overall, the Masking Sensitive Data and Preventing Unauthorized Access feature is an invaluable tool for any customer service operation looking to enhance its security. By providing robust controls for managing sensitive data, this feature helps to protect against unauthorized access and data breaches, ensuring that your customer service operations remain secure and compliant.
Test call, microphone, & speakers before and during calls
The ability to test calls, microphone, and speakers before and during calls is a powerful enhancement to Dynamics 365 Customer Service, allowing agents to test their microphone and speaker anytime. With this feature, agents can place a test call to ensure that their microphone and speaker are working properly and to familiarize themselves with the in-call experience.
One of the key benefits is the ability to ensure that agents are able to provide high-quality customer service. By allowing agents to test their microphone and speaker at any time, this feature helps to prevent technical issues from impacting the customer service experience. In addition, the ability to place a test call allows agents to familiarize themselves with the in-call experience, helping them to feel more confident and prepared when interacting with customers. This can help to improve the overall quality of customer service, enhancing the customer experience and helping to achieve your goals more effectively.

Support voice channel in Government Community Cloud Moderate:
The “Support Voice Channel in Government Community Cloud Moderate” feature is a new addition to Dynamics 365 Customer Service. With this release, the voice channel in Omnichannel for Customer Service will now be available for customers in government clouds. This means that customers in government clouds will have access to all the features that are part of the voice channel, allowing them to take full advantage of its capabilities. You can view the complete set of voice feature capabilities here.

Field Service

Create work orders in Teams using AI:
The Create Work Orders in Teams using AI feature is a powerful enhancement to Dynamics 365 Customer Service, allowing frontline workers and managers to create, view, and manage work orders within Microsoft 365 applications, including Microsoft Teams. With this feature, users can harness the power of generative AI for assisted work order creation, streamlining the process and improving efficiency.
One of the key benefits of the Create Work Orders in Teams using AI feature is the ability to get assistance for work order creation and scheduling with Copilot in Microsoft Teams. The AI-based copilot can assist with extracting relevant details from conversations and filling in details of the work order form based on the text, making it easier and faster for users to create and manage work orders.
In addition, the use of generative AI for assisted work order creation helps to improve the accuracy and completeness of work orders. By extracting relevant details from conversations and using this information to fill in the work order form, the AI-based copilot helps to ensure that all necessary information is included, reducing the risk of errors or omissions.
Overall, the Create Work Orders in Teams using AI feature is an invaluable tool for any frontline worker or manager looking to streamline their work order management process. By providing AI-assisted work order creation within Microsoft Teams, this feature helps to improve efficiency, accuracy, and completeness, enhancing the overall effectiveness of your operations.

Insights for technicians from Copilot:
With this feature, technicians can use Teams on mobile devices to ask questions and get insightful answers from Copilot regarding their work orders, bookings, assets, and other Field Service-related data.

Summarize work orders with Copilot in new mobile experience:
Summarizing Work Orders with Copilot in New Mobile Experience feature is a powerful enhancement to Dynamics 365 Field Service, allowing technicians to summarize their work orders with Copilot within the new out-of-the-box user experience in the Field Service mobile application. With this feature, technicians can access a summary of their work orders that provides meaningful context for the work they are about to perform, including notes, diagnostic information, key events in the work order lifecycle, and recommendations.
One of the key benefits of the Summarize Work Orders with Copilot in New Mobile Experience feature is the ability to provide technicians with a clear and concise overview of their work orders. By accessing the summary provided by Copilot, technicians can quickly and easily understand the key details of the work they are about to perform, helping them to work more efficiently and effectively.
In addition, the summary provided by Copilot can include valuable information such as diagnostic information, key events in the work order lifecycle, and recommendations. This information can help technicians to better understand the work they are performing, allowing them to make more informed decisions and provide higher-quality service to customers.
Overall, the Summarize Work Orders with Copilot in New Mobile Experience feature is an invaluable tool for any field service operation looking to enhance its operations. By providing technicians with a clear and concise summary of their work orders, this feature helps to improve efficiency, effectiveness, and the overall quality of service provided to customers.

Improve usability and performance of the schedule board:
The Improve Usability and Performance of the Schedule Board feature is a powerful enhancement to Dynamics 365 Field Service, allowing for a more responsive and intuitive user interface for technicians and dispatchers. With this feature, the improved schedule board architecture leads to a more satisfying user experience, improving the efficiency and effectiveness of dispatching operations.
One of the key benefits of the Improve Usability and Performance of the Schedule Board feature is the improved performance of the schedule board. An efficient diffing algorithm and a virtual Document Object Model (DOM) result in improved update and load times, allowing the schedule board to load faster and react instantly to user interactions, even under heavy load.
In addition, the new architecture is up to date with the latest advancements in web technology, improving maintenance and upgradability. This future-proofing ensures that the schedule board will continue to provide a high-quality user experience, even as technology and user needs evolve.
Overall, the Improve Usability and Performance of the Schedule Board feature is an invaluable tool for any field service operation looking to enhance its dispatching operations. By providing a more responsive and intuitive user interface, this feature helps to improve the efficiency and effectiveness of dispatching, enhancing the overall quality of service provided to customers.