Release Wave 2: 2024 – D365 Customer Service

Have you been hearing the phrase Release Wave 2 a lot recently? It’s a pretty big deal in the Microsoft eco-system but what is it? Do you need to do anything about it and how will it affect you?  

Release Wave 2: 2024 – Business Central

What is a Release Wave?

Good question!

Twice a year, Microsoft release a rollout schedule of all upcoming updates to their suite of Dynamics 365 and Power Platform products.

Each wave is carried out in stages, with each update assigned a specific rollout date to ensure a stable release and allow early adopters to get preview access to features, and consequently flush out any bugs that might have slipped through!

Today though, we’ll be running you through the highlights of Wave 2 updates for Dynamics 365 Customer Service.

New Features Available Now

Extend Copilot With Plugins – It’s now possible to connect to your entire Dataverse database from Copilot, meaning less tab-switching for your customer service reps

Features Available this Month

Improved Email Attachments – drag & drop capabilities and reminders to add attachments, along with bulk download and delete functions.
Improved Email Recipients – drag & drop recipients, view their presence status, and view their email addresses alongside their name

Upcoming Features

Copilot Proactive Prompting – prompt Copilot without having to type, from AI-generated suggestions from Copilot itself. This includes listing Copilot skills which your colleagues may not have been aware of.
Update Queue Memberships In Real Time – queue membership updates made by admins will happen faster. New agents can take work in their new queues as soon as they are added, and when you remove agents from queues, they won’t receive work from the old queue while the membership changes. This used to take 15 minutes to take effect.

Whilst these changes may appear small, they still offer big productivity increases.

The ability for a customer service representative to get all the information they want from a customer on one page will save a lot of time and awkward silences on the phone.

The improvements to the email capabilities in Dynamics just brings that functionality closer to the Outlook functionality we’ve all come accustomed to for so long.

Our clients will certainly benefit from this Release Wave, with a lot of their Customer Service teams soon doing the bulk of their communications through apps like Dynamics 365 Customer Service. And with the added functionality of Copilot doing all the heavy lifting for you, who could blame them?

Release Wave 2: 2024 – Dynamics 365 Sales

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Speak To An Expert

To find out about how we create systems around the Microsoft D365 platform or to ask us about the specific industry focused digital management systems we create, get in touch. Tel: 01432 345191 A quick call might be all you need, but just in case it isn’t, we’re happy to go a step further by popping by to see you. We serve clients throughout the UK and beyond. Just ask.

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