Microsoft Dynamics 365 Customer Service Release Wave 2 2023

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Communications Pangea | August 16, 2023 | Dynamics 365 | Customer Service | Release wave | 5 min read


Maintaining a competitive edge is paramount in the rapidly evolving world of customer service and field service. In a significant move towards advancement, Microsoft Dynamics 365 introduced its 2023 Release Wave 2, bringing forth a range of novel innovations and improvements that can revolutionize how enterprises engage with their customers and optimize their field operations. Let’s delve into some noteworthy enhancements poised to redefine the landscape of customer service and field service management.

  1. Dynamics 365 Customer Service
  2. Dynamics 365 Field Service

Dynamics 365 Customer Service

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Dynamics 365 Customer Service is a key part of the Digital Contact Center Platform, revolutionizing customer service with real-time engagement, AI support, and collaboration tools. It enhances agent productivity with advanced routing, case and knowledge management, AI assistance, and Microsoft Teams integration. This suite ensures an omnichannel experience encompassing chat, voice, social, and business messaging.

Innovative Features and Enhancements in Customer Service

Dynamics 365 Customer Service introduces compelling features to elevate customer support interactions and streamline operations. Notably, Copilot-generated summaries and analytics enhance agent efficiency, offering intelligent insights into customer queries.

  • Copilot-generated summaries and analytics for efficient interactions.
  • Teams enhancements to foster collaboration.
  • General availability of Nuance Gatekeeper integration.
  • Intelligent call routing based on agent idle time.

Enhanced Agent Productivity with Copilot:

Agents now benefit from the latest Dynamics 365 Customer Service enhancements, including Copilot-generated summaries that offer valuable insights. Automated potential solutions are intelligently created, adapting to the conversation context or customer inquiries. This empowers agents to address issues efficiently. Furthermore, Copilot’s suggestions can be easily shared with customers, expediting problem-solving. The Consultant transfer feature ensures seamless connections by allowing agents to search for expertise based on skills, resulting in effective and personalized customer interactions.

Improved Unified Routing:

An intelligent routing service leverages AI models and rules to align incoming service requests from different channels, like cases, chats, and voice, with suitable agents based on factors like priority and skills. This AI-powered approach automates work item classification, assignment, and routing, eradicating the need for constant queue monitoring and manual allocation.

Seamless Collaboration with Teams:

Experience streamlined customer engagement with “Join Me on Teams” in Dynamics 365 Customer Service. This feature effortlessly generates links directly within case pages, facilitating customer interactions. This seamless integration fosters accurate problem diagnosis, efficient screen sharing, and collaborative solution discussions, enabling swift issue resolution and enhanced customer satisfaction.

Smoother agent experiences:

The core of Dynamics 365 Customer Service revolves around the agent’s experience, a pivotal factor for enhancing customer satisfaction.

In the 2023 release wave 2, some of the notable features include:

  • Dark mode option in the Customer Service workspace app.
  • Streamlined call controls with intuitive icons in the conversation panel.
  • Real-time display of live chats and voice calls within the agent’s inbox.
  • Customizable communication panel size for channels in the Customer Service workspace app.
  • Enhanced email composition using an Outlook-like experience.

Efficient Supervision and Analytics:

Supervisors leverage Copilot case analytics to gain valuable insights into the effects on call center operations. This comprehensive view offers an understanding of usage patterns, adoption rates, and the effectiveness of issue resolution strategies. As Dynamics 365 Customer Service continues its evolution, it remains dedicated to delivering advanced tools and analytics, further elevating agent productivity, enhancing collaboration, and refining the efficiency of customer service operations.

Copilot and AI innovation for better agent assistance:

Copilot aids agents in resolving issues efficiently and automating tasks, allowing them to prioritize high-quality customer service. It drafts contextual answers, provides interactive chat support, and offers concise summaries of case details. Customer Service agents can generate summaries on demand, streamlining case understanding and resolution. Copilot accelerates case comprehension, enabling agents to deliver prompt and exceptional customer service.

Dynamics 365 Field Service

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Dynamics 365 Field Service is a leading solution transforming service operations by connecting people, places, and resources for exceptional customer experiences. This suite offers work order, scheduling, asset management capabilities, and frontline worker tools.

These are some of the enhancements in Dynamics 365 Field Service:

  • Upgraded experience for service managers, dispatchers, and frontline workers.
  • Introduction of Copilot, an AI-driven feature integrated into Microsoft 365 apps like Teams and Outlook.
  • Enhanced Field Service Mobile app for frontline workers.
  • Improved work order triaging capabilities for dispatchers.
  • Comprehensive AI-powered enhancements across the application.

Transitioning to a new era of field service excellence

The integration of Copilot into Dynamics 365 Field Service marks a significant advancement, enabling frontline workers and service managers to seamlessly generate, oversee, and manage work orders using the potency of AI-driven assistance.

As Copilot seamlessly intertwines with Microsoft 365 applications and the core Field Service platform, users experience guided work order creation, management, and scheduling recommendations, culminating in heightened frontline productivity.

Optimizing service operations for unprecedented efficiency

With the arrival of the 2023 release wave 2 features, productivity is substantially elevated. Introducing a novel work order user experience, seamlessly integrated with embedded Copilot capabilities and an enhanced work order lifecycle management approach, considerably streamlines work order supervision for service managers.

This optimization ensures efficient client interactions and location management, enhancing the transition from quotes to work orders.

Prepare for the unveiling of the field service’s power

Service technicians and frontline workers are central to field service empowerment who play a pivotal role. These individuals embody exceptional customer service by adeptly resolving customer issues. Providing cutting-edge digital tools to frontline workers, facilitating peer engagement, seamless back-office communication, and customer interaction while effectively managing field duties is paramount. Core objectives within Field Service are elevating service quality and attaining high first-time fix rates.

Enhancements in the mobile app

This transformation extends to the core user experience within the Field Service Mobile application, ushering in novel mobile-first encounters and controls. These improvements include:

  • Image upload compression to curtail bandwidth and capacity consumption.
  • Offline sync settings, granting frontline workers control over their synchronization process.

Resource scheduling: the nucleus of field service management

Resource management and scheduling optimization constitute the cornerstone of field service management. This pivotal element allows service organizations to efficiently handle unscheduled work orders and cases, aligning the nearest matching technicians to offer timely service. The revamped schedule board caters to dispatchers, project managers, and resource managers, furnishing various views and extensibility options to tailor functionality.

In this release wave, the legacy schedule board will be phased out while the new schedule board receives additional enhancements:

  • Streamlined specification of patterns for complex requirements.
  • Convenient scrolling shortcuts for quick adjustments to date and time granularity.
  • Enhanced representation of bookings on daily, weekly, and monthly views, proportional to their durations, for rapid resource availability and utilization assessment.
  • And more enhanced features… click here .to see the full list of improvements
Download the 2023 release wave 2 PDF here.
Read more: Dynamics 365 | Customer Service | Release wave