Overview of Dynamics 365 Portal October ’18 release – Part 1

Overview of Dynamics 365 Portal October ’18 release – Part 1

Dynamics 365 Portal enables organizations to easily extend entities, features, and functions of Dynamics 365 to external audiences like customers and partners. In the October ’18 release, we have invested in a tool that can aid in diagnosing portal settings and customization. We have also invested in integrating the portal with other Microsoft services and in simplifying the customization experience […]

Overview of Unified Service Desk October ’18 release

Overview of Unified Service Desk October ’18 release

Unified Service Desk for Dynamics 365 provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Dynamics 365. As part of the October ’18 release, you can: Use Unified Service Desk to host web applications like Dynamics 365 pages (Web Client and Unified Interface) using […]

Overview of Omni-channel Engagement Hub October ’18 release – Part 3

Overview of Omni-channel Engagement Hub October ’18 release – Part 3

Feature Release type Target release month Live chat channel Public Preview December 2018 Live chat channel A strategic shift toward conversational messaging among consumers has encouraged organizations to add support beyond traditional customer interaction channels like email and phone. Live chat with its faster problem resolution and customer convenience has emerged as one of the drivers of this new trend. […]

Overview of Omni-channel Engagement Hub October ’18 release – Part 2

Overview of Omni-channel Engagement Hub October ’18 release – Part 2

Feature Release type Target release month Unified routing and work distribution Public Preview December 2018 Unified routing and work distribution Organizations can leverage the unified routing and work distribution capabilities to route work items originating from chat, messaging, and web portal channels to different customer service support teams within the organization. Through the configuration interfaces, organizations can tightly define the […]

Overview of Omni-channel Engagement Hub October ’18 release – Part 1

Overview of Omni-channel Engagement Hub October ’18 release – Part 1

The Omni-channel Engagement Hub for Dynamics 365 is a cloud-based service that extends the power of Dynamics 365 for Customer Service to enable customers to instantly connect and engage with their customers via newly introduced channels: live chat and SMS. Omni-channel Engagement Hub provides a modern, customizable high-productivity app that allows agents to engage with customers across different channels via a unified […]

Overview of Dynamics 365 for Service October ’18 release – Part 3

Overview of Dynamics 365 for Service October ’18 release – Part 3

Resolving a customer service issue during the first contact and within minimal time helps organizations with increased customer satisfaction (CSAT) and reduced operations cost. Typically, in a customer service organization, experienced customer service agents or subject matter experts (SMEs) resolve issues faster based on knowledge or experience gained over a period of resolving similar issues. If agents get a case […]

Overview of Dynamics 365 for Service October ’18 release – Part 2

Overview of Dynamics 365 for Service October ’18 release – Part 2

  Feature Release type Target release month Customer Service admin settings General Availability October 2018 Customer Service admin settings One of the key goals for Dynamics 365 customers is quick deployment of their business processes. The Service Management module helps customer service managers automate various customer service processes, improve agent turn-around time, and lead toward optimum customer satisfaction. Service Management […]

Overview of Dynamics 365 for Customer Service October ’18 release – Part 1

Overview of Dynamics 365 for Customer Service October ’18 release – Part 1

Dynamics 365 for Customer Service continues to deliver capabilities that empower organizations to deliver efficient and effective customer service to their users. With the latest release, we have focused on enabling user productivity through new experiences, bringing actionable intelligence within customer service operations, and enhancing operational efficiency. With the new service scheduling solution built on the powerful Universal Resource Scheduling […]

Overview of the Service October ’18 release

Overview of the Service October ’18 release

The October ’18 release introduces new investments in service areas, including Customer Service, Field Service, and the Dynamics 365 Portal. The latest release of Dynamics 365 for Customer Service enables holistic customer engagement across various touchpoints, while improving operational efficiency and organizational productivity. Among the new features is service scheduling powered by Universal Resource Scheduling. The Omni-channel Engagement Hub is a cloud-based service that […]