We need to talk about... Dynamics 365 Release Wave 2 2023... Dynamics 365 Customer Service

Dynamics 365 Customer Service

New features and updates in Dynamics 365 Customer Service for Release Wave 2 of 2023 focus on Copilot assisting with case management and providing conversation summaries for agents.
The release plan for Wave 2 of 2023 spans from October 2023 to March 2024 and includes information on Dynamics 365, Power Platform, governance, administration, and data integration.
Copilot in Customer Service offers conversation summaries generated by AI, helping agents with troubleshooting steps, error codes, and resolution attempts.
The new call control user interface features intuitive icons with descriptions to improve the user experience of the call panel.
Copilot allows agents to write emails using embedded context from email conversations, case notes, and knowledge articles for personalized responses.
Organizations can set rules for unified routing, such as routing calls to agents who are idle for the longest period.
Copilot helps agents resolve customer issues by analyzing data from internal knowledge and online sources to offer tailored solutions.
The Customer Service historical analytics Copilot report provides insights into platform usage, user satisfaction, and the impact of Copilot features.

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