- New features coming to Dynamics 365 Customer Service focus on generative AI and enhancing voice, messaging, and email channels.
- The Dynamics 365 Release Wave 1 for 2024 outlines new features to be released between March and October 2024.
- Microsoft Power Platform features for 2024 release wave 1 are summarized in a separate release plan.
- A new feature aids in deploying Dynamics 365 Customer Service by creating corresponding cases for multiple mailboxes.
- Case volume forecasting helps managers predict case volumes and manage agent availability.
- Enhanced email attachment feature allows for drag and drop attachments, copy attachments, and bulk download and deletion.
- Copilot in Dynamics 365 Customer Service provides automatic prompts to assist agents and improve handle times.
- Features like safeguarding sensitive data and unified routing enhance security and agent efficiency in Dynamics 365 Customer Service.
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