With service on the coronary heart of companies’ relationships with their clients, our ardour to allow these companies to earn clients for all times via distinctive service supply fuels our innovation on the service suite of Microsoft Dynamics 365 functions. Companies are racing to remodel their service organizations from price facilities into revenue facilities via always-on, world-class service supply and we’re offering the capabilities that provide the pliability companies must speed up their transformation. Listening to our clients, we’ve heard the necessity for totally related techniques that present a single view of the client and their units to allow proactive service, intelligence to speed up agent and technician productiveness, and simplification of the contact middle know-how stack to cut back fragmentation and upkeep overhead.

To that finish, we’ve left no stone unturned throughout your entire suite of service apps. We’ve invested within the vital eventualities that companies must optimize assist supply and improve buyer satisfaction. We’re saying an expansive scope of options coming to Microsoft Dynamics 365 Buyer Service, Microsoft Dynamics 365 Area Service, and Microsoft Dynamics 365 Distant Help throughout the 2020 release wave 2.

Enhancing productiveness with Dynamics 365 Buyer Service

We proceed constructing the momentum of accelerating agent productiveness via usability enhancements, to the most-used agent instruments together with e-mail, timeline, and data—infusing out-of-the-box AI to allow brokers to supply extra customized service to clients. Moreover, we’ve enabled multi-session case administration and suppleness with app profile customizations by directors to make modifying the app expertise for various roles extra streamlined. Lastly, we’re tackling one of the crucial difficult issues within the contact middle as we speak that solely Microsoft is positioned to unravel—fragmented options—with our announcement of first-party telephony constructed on the just lately introduced Microsoft Azure Communication Services.

  • Growing agent productiveness via an clever, simplified agent expertise is the inspiration for enabling organizations to supply stellar, customized service to clients. On this launch we targeted on simplicity, flexibility, and personalization of the agent expertise to extend productiveness and buyer satisfaction.
  • We proceed to optimize our agent productiveness instruments together with e-mail, timeline, and data to assist brokers ship customized service and drive up buyer satisfaction. Brokers now have richer textual content controls, extra strong picture and file attachment capabilities, and templates for scale and velocity. Moreover, it’s simpler for brokers to create, edit, and share data articles. We’ve additionally added the pliability to personalize the agent expertise akin to what exhibits within the agent’s timeline management, how brokers obtain notifications, and the agent’s library of accessible fast replies.
  • To additional streamline the agent expertise, we’ve added multi-session case administration with a brand new productiveness pane that surfaces out-of-the-box AI-driven agent recommendations for comparable instances and data articles in actual time. With the brand new app profile supervisor, directors can configure {custom} app experiences for various agent profiles, tailoring the app expertise with simply the options they want.
Customer Service with voice is a robust, complete experience for agents to work cases, take conversations and calls, see a full view of the customer, and be assisted with AI driven suggestions and next best actions
Buyer Service with voice is a sturdy, full expertise for brokers to work instances, take conversations and calls, see a full view of the client, and be assisted with AI pushed recommendations and subsequent finest actions.
  • One of many greatest challenges companies face as we speak is the price, upkeep, and administration of fragmented options to allow conventional contact middle channels akin to voice and extra trendy options with chat and social channels. With the native voice channel announced at Microsoft Ignite, Dynamics 365 Buyer Service turns into your all-in-one customer support answer, spanning voice, digital messaging, and case administration. With straightforward setup and administration that doesn’t require {custom} coding or complicated integrations, your brokers can view seamless buyer journeys and reap the benefits of AI-driven productiveness instruments to ship customized service. Supervisors can leverage the AI and wealthy analytics—enabled for digital channels and mechanically utilized to the voice channel—to see true omnichannel insights and optimize holistic assist supply. And naturally it’s all on Azure offering unparalleled safety and compliance. Sign-up to request participation in our preview program.
Managers can leverage detailed conversation analytics and the call transcript to analyze the conversation with the customer, including opportunities for agents to improve and increase satisfaction in future conversations.
Managers can leverage detailed dialog analytics and the decision transcript to research the dialog with the client, together with alternatives for brokers to enhance and enhance satisfaction in future conversations.

Check out the total listing of Dynamics 365 Customer Service 2020 release wave 2 features.

Streamlining technician experiences with Dynamics 365 Area Service

Enabling technician success to extend first-time repair charges is among the enterprise outcomes of Dynamics 365 Area Service. By enhancing the options that technicians depend on most and optimizing scheduling, dispatchers can give attention to increased worth actions. We’re accelerating technician success with enhancements to the technicians’ cellular expertise, added constancy for asset monitoring and administration, and improved useful resource scheduling for elevated dispatch and technician effectivity—all leading to higher and cheaper service supply.

  • Technicians depend on cellular now greater than ever earlier than, and a wealthy cellular expertise is vital to making sure discipline technician success. On this launch, our subsequent technology cellular app (constructed on Microsoft Energy Apps) has been up to date with push notifications, offline enhancements, and recording companies akin to pictures, movies, and recordsdata, plus inspection capabilities.
Field Service mobile enhancements ensure technician success
Area Service cellular enhancements guarantee technician success.
  • Serving to technicians entry and perceive the main points of belongings shortly throughout onsite service calls accelerates their service supply and will increase first-time repair charges. On this launch, we’ve added the flexibility to establish the detailed location of an asset in giant workplace buildings or campus websites. Belongings also can now embrace custom-defined properties to enhance detailed understanding of the asset.
Admins can customize asset properties to help technicians better understand assets while onsite
Admins can customise asset properties to assist technicians higher perceive belongings whereas onsite.
The functional location hierarchy helps technicians quickly pinpoint where an asset is on a campus and within a building
The useful location hierarchy helps technicians shortly pinpoint the place an asset is on a campus and inside a constructing.
  • Effectively scheduling and dispatching technicians can shave vital time without work service supply. With updates to schedule optimization on this wave, we guarantee one of the best use of technicians on service calls and unencumber dispatchers to give attention to higher-value actions. Optimization performance is now seamlessly accessible within the schedule board expertise, enabling dispatchers to handle schedules from a necessities or assets viewpoint with the group’s enterprise objectives utilized mechanically by the optimizer.
The next-generation schedule board has embedded optimization to help dispatchers
The subsequent-generation schedule board has embedded optimization to assist dispatchers.

Check out the Dynamics 365 Field Service Wave 2020 release wave 2 features.

Adapting environments with Dynamics 365 Distant Help

We proceed to see organizations throughout industries and eventualities leveraging Dynamics 365 Distant Help to adapt their environments with blended actuality. As organizations use blended actuality to innovate their operations and collaborate extra effectively with frontline staff, we’ve continued to quickly increase the capabilities in Dynamics 365 Remote Assist to fulfill their wants. We’re including flexibility to increase the utilization eventualities to allow customer support troubleshooting, permitting technicians and clients to affix a blended actuality name. We now have additionally enhanced Dynamics 365 Distant Help cellular calling capabilities and assist for telephones with out blended actuality capabilities, and added technician calls insights to floor problem areas and alternatives for enchancment.

  • To make Dynamics 365 Distant Help extra relevant in customer support eventualities, we’ve added the flexibility for Dynamics 365 Distant Help customers to make calls with these with no Dynamics 365 Distant Help license. This unlocks the caller’s functionality to contact and collaborate with the best particular person to resolve the problem shortly no matter licensing.
  • To make Dynamics 365 Distant Help extra accessible throughout the various cellular machine panorama, we’ve enabled the flexibility for Dynamics 365 Distant Help customers to make calls to different customers, provoke group calls with different cellular or Microsoft HoloLens customers, and assist cellular units that don’t have augmented actuality capabilities.
Teams can collaborate on a group calls in the mobile app to service equipment
Groups can collaborate on a bunch calls within the cellular app to service tools.
  • The extra technicians use Dynamics 365 Distant Help, the extra precious it’s to have insights that floor alternatives for optimization. We’ve added a brand new calls insights dashboard that surfaces insights akin to how arduous it’s for technicians to troubleshoot a particular merchandise, the place their time is spent most, and the quantity of calls being positioned by a facility or space.
The new call insights dashboard helps technicians troubleshoot
The brand new name insights dashboard helps technicians troubleshoot.

Check out the Dynamics 365 Remote Assist 2020 release wave 2 features.

Be taught extra about new options driving organizations ahead

We hope you discover the features in the 2020 release wave 2 impactful in driving your group ahead to delivering one of the best service potential. The suggestions from our clients and companions continues to drive our innovation to empower each particular person and group on the planet to realize extra. We’re proud to be your accomplice in delivering nice service to earn clients for all times.

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