What’s New in Dynamics 365 Customer Service 2024: enCloud9's Top Features
The 2024 Release Wave 2 for Dynamics 365 Customer Service introduces updates to improve agent efficiency and customer experience. AI-driven assistance provides agents with summaries of customer issues and suggests next best actions. Omnichannel improvements include sentiment analysis and adaptive cards in chats. Enhanced self-service options include a customizable AI-powered chatbot. Automation in case management includes AI-driven case classification and routing. Supervisor experience enhancements include reporting dashboards and workforce optimization tools. Knowledge management improvements include upgraded search functionality and proactive suggestions. These updates aim to increase agent productivity and empower customers with better self-service options. For more details, check out the Microsoft resources provided.
Article 6m
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time