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?