Overview of Dynamics 365 Customer Service 2020 release wave 1

Dynamics 365 Customer Service is an end-to-end service for customer support, spanning self and assisted scenarios across multiple channels of customer engagement. It provides comprehensive and efficient case routing and management for agents, and enables authoring and consumption of knowledge management articles. For wave 1 of 2020, we are focused on the following three areas:

  • Agent productivity: Delivering improvements that help agents be more productive such as improved knowledge article search, email authoring, and timeline enhancements.
  • Omnichannel for Customer Service: Expanding the range of supported channels and agent productivity tooling.
  • Connected Customer Service: Linking IoT diagnostics, IoT device updates, and case management to help organizations evolve a proactive and predictive service model.

The next sections offer details on the specific features being released across these areas.

Share this article on
Share on facebook
Facebook
Share on twitter
Twitter
Share on linkedin
LinkedIn
Share on whatsapp
WhatsApp
Share on print
Print

For Sales

Contact @

Mr. Sathya : +91 99629 98795
Mr. Muthukumar +91 99628 99344

General Enquiries

Partnership Enquiries

© 2021 · CodeValue Technologies

Thank you!

Here is your guide to “Microsoft Dynamics 365 Business Central Capability Guide”!

Thank you!

Here is your guide to “The Developer’s 7-Step Guide to Low-Code App Development”!