What's new in Dynamics 365 Customer Service

Welcome to Dynamics 365 Customer Service. Visit this page to learn about new or updated features for Customer Service.

What's new in August 2019 update

Preview: Timeline section

The Customer Service Hub comes with an enhanced timeline that shows you all customer interactions arranged in a single stream. Managing activities in the timeline wall will be faster and more responsive with improvements to data viewability and usability.

To learn more, see Timeline.

Preview: Knowledge base search control

The Customer Service Hub comes with an enhanced Knowledge search that shows you the articles arranged in a single stream. Searching, sorting, and filtering the articles in the search control will be faster and more responsive with improvements to article viewability and usability.

To learn more, see Knowledge Base Search control.

Dynamics 365 Customer Service app

Customer Service introduces some new features for enhanced customer satisfaction by facilitating improved operational efficiency and organizational productivity.

New features introduced in this release are:

Advanced similarity rules to view similar case suggestions

With the help of advanced similarity rules, you can now view cases similar to your current case and resolve customer issues in the first contact and within minimal time.

Using Relevance search mechanism, you can leverage keywords or key phrases in a service case to quickly find related cases and use them to resolve your current case.

More information: Use advanced similarity rules to view similar case suggestions

Service scheduling powered by Universal Resource Scheduling

Service scheduling, now built atop Universal Resource Scheduling (URS), provides an efficient way to schedule resources for service activity. It considers the availability of employees, facilities, and equipments to plan schedules accordingly. It also helps to improve service quality by preventing over-scheduling.

To learn more about the new scheduling in Customer Service, see Service scheduling overview.

Have some questions? See the Service Scheduling FAQ.

Relevance search enabled for knowledge management

Knowledge base search control in Customer Service is now powered by Relevance search to deliver results with improved performance and accuracy. With this feature, agents can search and choose the most relevant articles quickly with the help of highlighted search term matches in the results list.

To learn more about how knowledge base search control works with Relevance search, see Search for knowledge articles.

To learn more about Relevance search, see Use Relevance Search for faster, comprehensive search results.

Enhanced customer service admin settings using Service Management

With the latest release of Dynamics 365 Customer Service app, Service Management moves under the Customer Service Hub, enabling customer service managers to access and manage the configurations from inside the application. Built on the Unified Interface framework, the new Service Management helps to easily configure admin settings, enabling increased productivity.

See the Service Manager Guide (Customer Service Hub and Customer Service app) to learn more about Customer Service admin settings.

Note

With the latest release of Dynamics 365 Customer Service app, you can access and manage all admin settings from the Customer Service Hub sitemap except for Routing Rule sets, Automatic Record Creation, and Service Level Agreements.
To access and manage these three admin settings, go to Settings > Service Management in the web application.

See also

User Guide (Customer Service Hub)