Microsoft Release Wave 2 updates for D365 Customer Service are packed with features that promise to revolutionise operations. The comprehensive update introduces a suite of innovative features designed to revolutionise service operations and elevate the capabilities of the Customer Service Workspace. 

Let’s explore the key enhancements that promise to transform how organisations interact with and serve their consumers, setting new standards for efficiency and engagement in the operations landscape.

Top 3 Updates in D365 Customer Service

1. Email Enhancements for Improved Efficiency
2. Copilot’s AI-powered Insights Boost
3. Real-Time Queue Management

Let’s explore how these updates will enhance your business operations!

Email Enhancements: Supercharging Your Customer Service Workspace

What’s New?

• Drag-and-drop attachments
• Smart recipient handling
• Auto-population of related records

The Wave 2 Release brings significant email enhancements, boosting agent productivity. Microsoft has listened to user feedback, focusing on streamlining daily tasks that can significantly impact efficiency.

Why It Matters: These email enhancements allow agents to focus more on solving issues and less on email management.

Pro Tip: Train your team to use these new email enhancements from day one. The efficiency gains will be immediate and substantial!

Copilot: AI-powered Insights in Your D365 Customer Service Workspace

What’s New?

• Connect Copilot to other systems
• Proactive assistance with automatic prompts

The New Release takes Copilot in Dynamics 365 to new heights. The big news is the integration of more AI-powered insights.

Why It Matters: Copilot’s AI-powered insights give your agents a superpower within the CRM ecosystem. They can access information from across your organisation, enhancing CX engagement.

Queue Management at Lightning Speed

What’s New?

• Instant queue membership updates

The Release introduces real-time queue management, addressing a long-standing pain point for many organisations using Dynamics 365 CRM.

Why It Matters: This queue management enhancement allows managers to respond to fluctuating demand instantly, ensuring optimal.

Did You Know?
Faster queue management can improve customer satisfaction scores. Monitor your metrics after implementing this feature!

The Future of Dynamics 365 Customer Service

The Release clearly shows Microsoft’s commitment to AI-powered insights. These enhancements point to a future where:

• Agents handle complex issues with AI support from Copilot
• Routine tasks are automated
• CX are more personalised than ever

Important Note: Feature availability in the Wave 2 Release may vary by region. Always check the official Microsoft documentation for your area.

Quick Action Plan

1. Prioritise which features you’ll implement first
2. Develop a training plan for your team on the new features
3. Monitor performance metrics closely in your Workspace
4. Gather feedback updates from agents
5. Stay informed about upcoming updates

Conclusion

At Osmosys, we’re committed to helping you navigate these changes and optimise your Workspace. Whether you need guidance on feature selection, implementation support, or strategic advice on leveraging these tools, our team of experts is here to help.

Do you have questions or queries? Need implementation support for CRM Workspace? Our experts are just a call away!