D365 Customer Service: Dialer Enhancements
The 2024 release wave 1 for Dynamics 365 Customer Service includes enhancements to the dialer feature. Agents can now search for contacts and accounts directly from within the dialer, making it easier to quickly call someone without needing to know their phone number. Agents can also open contact or account records directly from the dialer, saving time and increasing productivity. These features are currently in preview and are expected to be generally available in October 2024. To enable these features, users need to navigate to make.powerapps.com and enable the corresponding settings. The search function in the dialer uses Dataverse search and the results show contacts and accounts that contain the search query.
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