Overview of the Service October ’18 release

The October ’18 release introduces new investments in service areas, including Customer Service, Field Service, and the Dynamics 365 Portal.

The latest release of Dynamics 365 for Customer Service enables holistic customer engagement across various touchpoints, while improving operational efficiency and organizational productivity. Among the new features is service scheduling powered by Universal Resource Scheduling.

The Omni-channel Engagement Hub is a cloud-based service that enables businesses to instantly connect and engage with their customers via newly introduced channels: live chat and SMS. The modern, customizable, and high-productivity app allows agents to engage with customers across different channels via a unified interface.

New investments in Unified Service Desk for Dynamics 365 enable it to host web apps using the Microsoft Edge web browser. You also can configure it using the Administrator App built on the Unified Interface framework.

The Dynamics 365 Portal October ’18 release provides a tool that can aid in diagnosing portal settings and customization.

Dynamics 365 for Field Service further empowers field service organizations to provide more advanced capabilities that match real-world scenarios. Work orders with multiple resources can be defined and scheduled. Customer expectations can be defined and met though entitlement and SLA functionality. And advanced pricing functionality now enables accurate cost tracking based on roles or other attributes.

With Dynamics 365 for Project Service, the focus was on functional and usability improvements that customers have requested. New features include adjustments to approved time, expense, and journal lines; support for multiple time units on a single price list; and configuring a unit of time for estimating work on project tasks.

To be continued….

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