{"id":236185,"date":"2024-08-22T05:12:26","date_gmt":"2024-08-22T05:12:26","guid":{"rendered":"https:\/\/osmosys.co\/ca\/?p=236185"},"modified":"2025-12-03T11:50:39","modified_gmt":"2025-12-03T11:50:39","slug":"d365-customer-service","status":"publish","type":"post","link":"https:\/\/osmosys.co\/ca\/d365-customer-service\/","title":{"rendered":"What&#8217;s there for D365 Customer Service in Wave 2?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\n<p>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.\u00a0<\/p>\n\n\n\n<p>Let\u2019s 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.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">Top 3 Updates in D365 Customer Service<\/h1>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Email Enhancements for Improved Efficiency<\/li>\n\n\n\n<li>Copilot&#8217;s AI-powered Insights Boost<\/li>\n\n\n\n<li>Real-Time Queue Management<\/li>\n<\/ol>\n\n\n\n<p>Let&#8217;s explore how these updates will enhance your business operations!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Email Enhancements: Supercharging Your Customer Service Workspace<\/h2>\n\n\n\n<p><strong>What&#8217;s New?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Drag-and-drop attachments<\/li>\n\n\n\n<li>Smart recipient handling<\/li>\n\n\n\n<li>Auto-population of related records<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1300\" height=\"867\" data-src=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-1-1300x867.jpeg\" alt=\"\" class=\"wp-image-236189 lazyload\" data-srcset=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-1-1300x867.jpeg 1300w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-1-1280x720.jpeg 1280w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-1-980x551.jpeg 980w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-1-480x270.jpeg 480w\" data-sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1300px, 100vw\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/867;\" \/><\/figure>\n\n\n\n<p>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.<\/p>\n\n\n\n<p><strong>Why It Matters:<\/strong> These email enhancements allow agents to focus more on solving issues and less on email management.<\/p>\n\n\n\n<p><strong>Pro Tip:<\/strong> Train your team to use these new email enhancements from day one. The efficiency gains will be immediate and substantial!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Copilot: AI-powered Insights in Your D365 Customer Service Workspace<\/h2>\n\n\n\n<p><strong>What&#8217;s New?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Connect Copilot to other systems<\/li>\n\n\n\n<li>Proactive assistance with automatic prompts<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1300\" height=\"867\" data-src=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-2-1300x867.jpeg\" alt=\"\" class=\"wp-image-236188 lazyload\" data-srcset=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-2-1300x867.jpeg 1300w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-2-1280x720.jpeg 1280w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-2-980x551.jpeg 980w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-2-480x270.jpeg 480w\" data-sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1300px, 100vw\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/867;\" \/><\/figure>\n\n\n\n<p>The New Release takes Copilot in Dynamics 365 to new heights. The big news is the integration of more <a href=\"https:\/\/osmosys.co\/blog\/dynamics-365-customer-service-forecasting\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">AI-powered insights<\/a>.<\/p>\n\n\n\n<p><strong>Why It Matters:<\/strong> Copilot&#8217;s AI-powered insights give your agents a superpower within the CRM ecosystem. They can access information from across your organisation, enhancing <a href=\"https:\/\/blog.osmosys.co\/customer-engagement\/\">CX engagement<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1300\" height=\"867\" data-src=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-3-1300x867.jpeg\" alt=\"\" class=\"wp-image-236187 lazyload\" data-srcset=\"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-3-1300x867.jpeg 1300w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-3-1280x720.jpeg 1280w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-3-980x551.jpeg 980w, https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image-3-480x270.jpeg 480w\" data-sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1300px, 100vw\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/867;\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Queue Management at Lightning Speed<\/h2>\n\n\n\n<p><strong>What&#8217;s New?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Instant queue membership updates <\/li>\n<\/ul>\n\n\n\n<p>The  Release introduces real-time queue management, addressing a long-standing pain point for many organisations using Dynamics 365 CRM.<\/p>\n\n\n\n<p><strong>Why It Matters:<\/strong> This queue management enhancement allows managers to respond to fluctuating demand instantly, ensuring optimal.<\/p>\n\n\n\n<p><strong>Did You Know?<\/strong><br>Faster queue management can improve customer satisfaction scores. Monitor your metrics after implementing this feature!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Future of Dynamics 365 Customer Service<\/h2>\n\n\n\n<p>The Release clearly shows Microsoft&#8217;s commitment to AI-powered insights. These enhancements point to a future where:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agents handle complex issues with AI support from Copilot<\/li>\n\n\n\n<li>Routine tasks are automated<\/li>\n\n\n\n<li>CX are more personalised than ever<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"2024 Release Wave 2 Teaser for Dynamics 365 and Power Platform\" width=\"1080\" height=\"608\" data-src=\"https:\/\/www.youtube.com\/embed\/Y2ucgBaxvGQ?feature=oembed\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><strong>Important Note:<\/strong> Feature availability in the <a href=\"https:\/\/www.youtube.com\/watch?v=Y2ucgBaxvGQ\" target=\"_blank\" rel=\"noopener\">Wave 2 Release<\/a> may vary by region. Always check the official Microsoft documentation for your area.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quick Action Plan<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Prioritise which features you&#8217;ll implement first <\/li>\n\n\n\n<li>Develop a training plan for your team on the new features<\/li>\n\n\n\n<li>Monitor performance metrics closely in your Workspace<\/li>\n\n\n\n<li>Gather feedback updates from agents<\/li>\n\n\n\n<li>Stay informed about upcoming updates<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>At Osmosys, we&#8217;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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/osmosys.co\/contact-us\/\"><img decoding=\"async\" data-src=\"https:\/\/osmosys.co\/wp-content\/uploads\/2024\/08\/image-4-edited.jpeg\" alt=\"\" class=\"wp-image-237870 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/figure>\n\n\n\n<p>Do you have questions or queries? Need implementation support for CRM Workspace? Our experts are <a href=\"https:\/\/osmosys.co\/contact-us\/\">just a call away<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.\u00a0 Let\u2019s explore the key enhancements that promise to transform how organisations interact with and [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":236190,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_lmt_disableupdate":"","_lmt_disable":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[108,51],"tags":[22,66,54,55,56],"class_list":["post-236185","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-co-pilot","category-dynamics-365","tag-crm","tag-dynamics-365","tag-microsoft-crm","tag-microsoft-dynamics-365","tag-microsoft-dynamics-365-sales"],"modified_by":"mounika","jetpack_featured_media_url":"https:\/\/osmosys.co\/ca\/wp-content\/uploads\/sites\/5\/2024\/08\/image.jpeg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/posts\/236185","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/comments?post=236185"}],"version-history":[{"count":4,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/posts\/236185\/revisions"}],"predecessor-version":[{"id":236195,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/posts\/236185\/revisions\/236195"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/media\/236190"}],"wp:attachment":[{"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/media?parent=236185"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/categories?post=236185"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/osmosys.co\/ca\/wp-json\/wp\/v2\/tags?post=236185"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}