Overview of Dynamics 365 for Customer Service April '19 release


These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Dynamics 365 for Customer Service aims to enable businesses to differentiate themselves from their competition by providing world-class customer experiences. Customers today value the ease and speed of resolution and they want to receive service on their preferred channel of engagement, at any time, and on any device. We are enabling these capabilities by building an intelligent omni-channel customer experience and an empowered agent experience.

A true omni-channel experience in the product will preserve context and provide a continuous experience as customers seamlessly switch across self-service, peer-to-peer service, and assisted-service channels. An empowered agent experience will provide an application experience that is unified across channels and line of business (LOB) applications, is contextual to the engagement, and comes with productivity tools to resolve issues faster.

Themes for Customer Service April '19 release

  • Channels: In line with our goal to provide increased channel flexibility to customers, we will provide live chat as a channel for customers to seek real-time support. We will also enable SMS support for customers to receive automatic notifications and engage with support agents at their own pace.

  • Agent experience: In the October '18 release, we released the Omni-channel Engagement Hub for preview. Omni-channel Engagement Hub is a customizable, high-productivity app built on Unified Service Desk for agents working on multiple channels. In the April '19 release, we will make this generally available. In addition, we will offer a browser-based multi-session, multi-app agent experience built on the Unified Interface framework.

    Case management is a cornerstone capability in customer service. We will rework key experiences to improve usability and productivity. These enhancements include extensibility of the case resolution dialog, improved density of the user interface of the case form, and improved usability of the SLA timer.

  • Knowledge management: We will make key enhancements to the knowledge base (KB) authoring and analytics experience. KB admins can create KB templates for common scenarios like FAQs, how-to articles, and so on. KB authors can leverage these templates to quickly create standardized KB articles. Knowledge management (KM) analytics can identify usage and respond to gaps in the knowledge base. Knowledge managers will be able to analyze effective and ineffective searches and take appropriate action.

  • Intelligence: We will have an out-of-the-box integration with Dynamics 365 Customer Service Virtual Agent for creating virtual agents. This capability will enable agents to focus on complex issues and queries while virtual agents answer routine requests. As part of enhanced supervisor experiences, supervisors and managers will have access to real-time and historical KPIs to empower them with the information across dimensions like channels, products, and queues.