User Review
( votes)It’s that time of year again! The 2024 Wave 2 release for Dynamics 365 Customer Service is here with a host of new updates and features to help your team improve service operations and quickly resolve customer issues.
One area that Microsoft focused on this time around was improving agent productivity, ensuring they have everything they need to deliver quality customer service in an accurate and timely manner. To save you the trouble of figuring out how these updates will affect your business all on your own, we highlighted the capabilities we think will be most impactful in our latest webinar. You’ll get all the details about each one along with a live demo to show you how they work.
Watch the full Dynamics 365 Customer Service 2024 Wave 2 Release Webinar
Here are the Dynamics 365 Customer Service features you’ll learn about by watching the webinar:
The benefits of the new time handling feature
Previously, keeping tabs on time spent on a case involved a lot of customization or manual time tracking. The result was unreliable data, and more effort spent managing time tracking than focusing on customer needs. Thanks to the newly added time handling widget, you and your agents can both automatically and manually log the total time spent on a case, as well as case activities. With more precise time tracking, you’ll get better insights into agent performance and be able to identify areas of improvement. Plus, you’ll get more accurate billing for time-based case services.
Accessing case files and attachments in one central location
If you’ve ever tried to find specific attachments or files related to a case you’re working on, then you know how frustrating it can be. They easily get lost in notes and email records within the timeline and locating them involves a lot of back and forth. Fortunately, this latest feature puts all the relevant files you may need to resolve a case in one central location. This is a huge time saver for both agents and managers. Now they can quickly find exactly what they need to quickly resolves customer cases without sifting through countless emails just to find a particular file or attachment.
A faster way to access important case details and communication
Improvements to the enhanced case view includes updated fields and icons that display important case information such as case age, priority, the last case interaction, and more. This will save time since you can now see case statuses and relevant communication directly from the enhanced case view without having to individually go through them one at a time.
We go into a lot more detail about these new capabilities in our webinar, so be sure to check it out!
Watch the full Dynamics 365 Customer Service 2024 Wave 2 Release Webinar
If you’re interested in implementing the features or would like to know how Dynamics 365 products can further benefit your business, let us know. Our team is always ready to help!
The post Resolve Customer Issues Faster with the 2024 Dynamics 365 Customer Service Wave 2 Release appeared first on CRM Software Blog | Dynamics 365.
