We have created a summary of the best updates in Microsoft Release Wave 1 for Microsoft Dynamics Customer Service (April - September 2024). From the latest Copilot updates to enhanced email experiences, read all about them in this article.
Your customer’s data is their most important asset, and securing this information is vital to build trust and long lasting relationships. But with everything involved, data security is also getting more challenging. With the update in this Release Wave, it will be possible to mask sensitive data and prevent unauthorised access in the Service Admin Center. There will be options to mask credit card, email and SSN information, in order for your company to better protect your customers’ information.
Then, off to communication! A small but very nice update to start with: it will be possible to create cases from received voicemails. You can convert voicemails into cases, avoiding the complexity that voice messages bring to your customer service department.
When it comes to email communication we have two updates:
There are also several Copilot updates, which make your workday even better:
The system supports you with contextual suggestions on what you can do next. This results in reduced handle times and it contributes to internal satisfaction and customer satisfaction.
Do you want to learn more about the updates in this Release Wave for Dynamics Customer Service?
Contact our experts to find out more about the opportunities these updates can bring to your business.
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