2021 Release Wave 2 part 3: D365 Customer Service App

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In the sequence of my Release Wave 2 articles (you can visit the previous article here), let’s talk about the Customer Service App. The areas with a big effort are:

  • Enable customers to be up and running quickly.
  • Deliver the all-in-one contact center. Now, on the Omnichannel for customer service, we have chat, social channels, and voice.
  • Improve knowledge authoring and management.
  • Transform contact center routing

Let’s take a look!

Agent Experience usability improvements

The inbox view is integrated into the Customer Service workspace and Omnichannel for Customer Service, the agents don’t need to navigate between apps to visualize the assigned tasks, optimizing the agent’s experience. Cases and conversations can be visualized on both apps!

The enhancements in these apps include the following:

Also, the command buttons in the Case form have been reordered for a better user experience.

You can check it out on Use simplified navigation to get more details about the Customer service workspace.

Contextual collaboration using embedded Microsoft Teams

As we can see the contextual collaboration in Sales APP, in the Customer Service App, won’t be different. For Customer Service we’ll have the same experience of contextual experience with Microsoft Teams:

  • Ability to chat with contacts from within Dynamics 365.
  • Access to key Customer Service contacts, such as supervisors, queue members, and support experts.
  • Access to recent Microsoft Teams chat lists.
  • Ability to link and unlink chats to case records.
  • Access to linked Microsoft Teams chats.

Message avatar and presence, where users can easily see profile pictures of a chat participant and their availability (presence).

New linked chat associated with the Case
Figure 1 – New linked chat associated with the Case

Also, it’s planed we get the public preview on Dec/2021:

Message extensions

  • Send a quick summary of a record in a Microsoft Teams chat or channel as an interactable card.
  • Search for Dynamics 365 records organized by relevance.
  • Search for and filter Dynamics 365 records to share with your chat participants.
  • Allow chat participants to add an activity or note to a record through interactable cards.
  • Ensure that only those with proper security permissions can view details of the record.

Edit records easily in Microsoft Teams

  • Chat participants can quickly update or edit a record from within a Microsoft Teams conversation.
  • Change the state of a record from within a Microsoft Teams conversation.
  • Support customized forms and business rules specific to an organization.

Message actions

  • Add a note or task to a record’s timeline from the context of a Microsoft Teams message in a chat or channel.
  • Support customized forms and business rules specific to an organization.

Looking forward to testing these features! 🙂

Modern control for the subject entity

The new control allows users to have an easy-to-view subject tree hierarchy. You can search across parent and child subjects with highlights in the results.

New control for the subject entity
Figure 2 – New control for the subject entity

Knowledge management

Here we have the new improvements for users who create and maintain knowledge. When the user uses the business process flow to maintenance and publishes the article, in the publish state will be opened a new side screen to publish it making a better experience to publish the article.

Publishing articles using business process flow
Figure 3 – Publishing articles using business process flow

There are also improvements to adding and managing attachment articles. We can notice command buttons like Select and Sort added on the attachments grid view.

Attachment grid
Figure 4 – Attachment grid

Soon we will have a few enhancements using the AI. The article will be analyzed to provide us suggestions of keywords and brief articles using the AI algorithms, improving the productivity to create and publish articles making the article more searchable.

An interesting feature to stay tuned!

Omnichannel voice channel

Before this release, on Omnichannel we just had the chat and social channels. For a voice channel, the customer needed to do integration with third-part voice applications and manage different queues, and the agent needed to log in and make themselves available on Omnichannel and third-part systems as well. Besides, wasn’t possible to have a unified agent capacity with two different applications. The agent could get the voice and chat/social simultaneously. Isn’t so good, isn’t it?

With Release 2, the Omnichannel for Customer Service will support the voice channel (powered by Azure Communication Services) that’s a great announcement. We will have all the channels integrated. Also, you can use IVR (intelligent interactive voice response) powered by Power Virtual Agent.

The voice channels include:

Call intelligence

Generates voice metrics (talking speed, switches per hour, pause before speaking, longest customer monologue) to help the agents and supervisors make improvements. The embedded analytics leverage the monitor operational metrics and quality through sentiment analysis across channels, queues, agents, and topics.

In the first release, the analytics for the voice channel will be available in the United States and Canada areas only.

Call recording

The agent will have the option to start the recorder, pause, and resume any time, generating call transcription and real-time sentiment analysis. These records are stored natively in Dynamics 365 and can be visualized any time

Phone call analysis
Figure 5 – Phone call analysis

Direct outbound calling

The agents can contact the customers using voice calling using click-to-call or using the phone dialer directly. These calls are displayed as conversations history too, so the supervisors can monitor these calls like any other

Dialer from Omnichannel App
Figure 6 – Dialer

To support these exciting features, Microsoft brings a modern administration for Omnichannel voice and SMS. You can configure everything in the same place, number management, supervisor monitoring, and so on.

It’s worth knowing this new channel!

Unified routing

Historical analytics was improved helping the supervisors identify trends of cases, conversations, and other work items throughout their organization. It provides an overview of the routing performance of each channel to help optimize the routing strategy and improve the routing and workforce efficiency.

Unified routing report
Figure 7 – Unified routing report
Queue drill drown view
Figure 8 – Queue drill drown view
Hourly drill-down view
Figure 9 – Hourly drill-down view

Also, when supervisors need to analyze a particular work item, they can use the Routing Diagnostics, this release brings this new feature. The supervisor can analyze the path that the work item took after it comes into the routing system, helping with the evaluation of the routes, and providing enhancement on the routing rules.

Routing diagnostics list
Figure 10 – Routing diagnostics list
Routed item detail
Figure 11 – Routed item detail

That’s it for the Customer Service App. Integration with Teams, voice channels, AI enhancements, and better usability experiences really let the App more valuable. A lot of resources to improve the service channel of our customers.


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