2024 Wave 1 Release Notes: D365 Customer Service
The article discusses the new features and enhancements coming to Dynamics 365 Customer Service in the 2024 Wave 1 release. Some of the key features include: - Forecasting case volumes at 15-minute intervals based on historical data. - Creating multiple cases from emails sent to multiple mailboxes. - Enhanced attachment experience while composing emails, including drag and drop functionality and bulk actions. - Checking configuration health in the admin center to identify any problems with configurations. - Enhancements to Copilot, including better transparency and filtering for relevant results. - Updates to the dialer, such as transfers to external numbers in one step and the ability to transfer calls to Microsoft Teams users. - Using skills to find agents for consult and transfer scenarios. - Masking sensitive data and preventing unauthorized access. - Converting voicemail messages to cases. - Unified Routing enhancements, including configuring up to 200 route-to-queue rules and improved overflow handling. These features aim to improve productivity, provide more transparency, and enhance the overall customer service experience.
Article 14m
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