D365 Customer Service: New Dialer Experience(preview)
Microsoft has made improvements to the dialer in Dynamics 365 Customer Service as part of the 2023 release wave 2. The new dialer has an improved design and enhanced features such as phone number editing capabilities, a call history list, and administrative settings for countries and regions. Agents can access the dialer by clicking the phone icon in the customer service workspace app. The new dialer experience went into preview in October and can be enabled by an admin. The new features include an optimized screen layout, a recent calls list, the ability to edit phone numbers, and country support. To enable the preview, navigate to make.powerapps.com and make the necessary changes in the settings.
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