What’s New in Microsoft Dynamics 365 Customer Service for 2024

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What’s New in Microsoft Dynamics 365 Customer Service for 2024

In this post, we’ve shared our highlights of the main 2024 updates for Dynamics 365 Customer Service, including the 2024 Release Wave 1 announcements.

July 2024 Update: Highlights of the 2024 Release Wave 2 Plans

Configure custom fields for Copilot summaries

Copilot for Service automatically generates case summaries and draft email responses using the default case fields. This feature allows organisations that use custom fields and notes to configure Copilot so it can create more helpful responses.

Get relevant results with filters for Copilot

Filtering for Copilot in Dynamics 365 Customer Service helps teams get the most relevant results using trusted resources. Filters direct Copilot to look at specific knowledge about specific business areas or customer information to increase the relevance of responses and save time.

Copilot filters for D365 Customer Service

Receive automatic Copilot prompt ideas

This feature adds suggested prompts to Copilot responses for follow-up questions. This is designed to help service teams save time when asking for additional information which helps reduce case handling time.

Validate Copilot responses

This additional Copilot update will provide better citations of its sources. You can quickly understand how responses were generated to verify the accuracy before posting a follow-up question or responding to a customer.

Copilot response citations

Enhanced email attachment experience

An updated email experience in the Customer Service Workspace functions closer to Outlook. This features recent improvements to the email attachment experience, including:

  • Quickly drag and drop attachments into emails.
  • Copy attachments between emails.
  • Easily view the size of attachments.
  • Perform bulk download and deletion of attachments.

Use skills to find experts for consultation and transfer

When service reps want to see and confer with colleagues, this update will make connecting with people with the right expertise easier.

Users can select the appropriate skills and required product knowledge to match suitable people. This includes a new  interface for skill-based consultation and transfers.

Enhanced outbound dialling experience

An updated dialling experience streamlines the process to call customers. This includes enhancements for search capabilities, country detection, editing numbers and viewing recent calls.

Further announcements include opening a conversation or a customer record from the call history.

Improved call dialler in the Dynamics 365 Customer Service Workspace

Test equipment before and during calls

This update will enable users to test whether their microphone and speaker are working before or during calls. With these quick checks, service reps can avoid potential tech issues which may impact customer interactions. A further enhancement allows you to rate the call quality and provide feedback.

Enhancements in call transfers to external numbers

Transferring calls to external phone numbers can now be a one-step operation that can immediately stop recording and transcription services.

Use overflow for long wait times for work items

This improvement will allow admins to set wait time limits for work items so these can be allocated to another queue. If individuals are not able to respond within these wait limits, items will be marked as overflow and routed to people with available capacity.

In queue overflow handling

Create multiple cases from emails sent to multiple boxes

When organisations receive customer issues in different queue-enabled mailboxes, this feature can create a case for each mailbox referenced to ensure prompt attention.

Converting voicemail to cases

This new feature will enable you to convert inbox messages into cases for faster turnaround of issues reported by voicemail. With closer integration between the voice channel and case management, users can convert voicemail to a case with a click.

Contact centre health check improvements

The recently released contact centre health check enables admins to check and identify issues with their configuration and deployment. This update provides broader checks, including SLAs, channels and auto-record creation to improve performance and increase customer satisfaction.

Mask sensitive data and prevent unauthorised access

Additional configuration capabilities enables admins to determine rules for handling sensitive data and define masking rules. This includes rules for third-party interactive voice recognition sessions, data storage and sessions. Audit trails can track changes to sensitive data, and masking rules can be applied to transcripts and recordings.

Records enabled for unified routing shown in the inbox

The customer workspace inbox can now include records enabled for unified routing. Administrators can configure inbox views for routing-enabled records such as appointments, tasks and leads. As a result, you can access these in a single view alongside cases, emails, chats and other items. 

Learn more about what’s new for Dynamics 365 Customer Service

These are a selection of the new features and improvements announced for D365 Customer Service in 2024. Explore the Microsoft release planner to find out more.

First Published: February 22, 2024
Warren Butler - ServerSys Insights and Resources Author for Dynamics 365 and Power Platform. He brings over 20 years of experience covering business transformation, CRM and Microsoft Dynamics to help organisations grow by embracing technology.

Warren Butler

Warren is the director of marketing at ServerSys. He brings over 20 years of experience covering business transformation, CRM and Microsoft Dynamics to help organisations grow by embracing technology.

If you have any questions, please get in touch with us at hello@serversys.com

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