What's new and planned for Microsoft Dynamics 365 October 19 Release – Customer Service


Dynamics 365, Business Applications

Microsoft is constantly enhancing their software solutions in order to create a better, more optimised user experience and deliver new capabilities for improving performance. Each of these updates provide the opportunity for significant added value to the users who operate this software day-to-day.

Microsoft’s October 2019 release includes new features which will be introduced from October 2019 to March 2020 to Dynamics 365 and the Power Platform (PowerApps, Microsoft Flow and Power BI)

This is our second blog from a series where we take a closer look at the new innovations from Dynamics 365 and highlight our favourite features that will enhance customer service capabilities.

Dynamics 365 for Customer Service

• Knowledge Management enhancements – inline images

• Knowledge Templates

• Knowledge Search Enhancements

• Timeline Enhancements

• Service Scheduling Migration Tool

• Omnichannel for Customer Service – due for release in January

o Unified Routing

o Integration with D365 Virtual Agent

o Bot assisted agent guidance

o Enhanced Search

o Facebook Messaging

o Agent Scripts

o Proactive Chat

o Skills based routing

o Navigation History

In this area, one of the exciting new capabilities that has been introduced is knowledge article templates. Article templates make it quick and easy for customer service agents to author new knowledge articles and provide a consistent look and feel. They also provide consistency of information across all agents and for recall later when they’re reading articles in the knowledge search.

Another great new feature introduced is the inline image editing capabilities, similar to Microsoft Word, for copy/paste, drag and drop, and resizing of images functionalities. You can also upload images from the file explorer experience.

Watch this short video of the new customer service enhancements.

To get all the info you need about the latest Dynamics 365 release, check out the official overview guide.

If you missed the first blog in the series, you can catch up here.

Posted by Natasha Spurr