When a live chat is accepted by a customer service representative, the Case Management Agent automatically creates a case, filling in the required information. As the conversation progresses, service representatives can use the Case Management Agent to update case fields. When the conversation ends, it updates the fields on the case automatically. Similarly, when an email gets converted to a case through automatic record creation (ARC) rules, it automatically fills in the required information from the email. It also keeps the case up to date using information from new emails, as and when the customer sends them.

Case Management Agent further offers service representatives one-click collaboration through intelligent prompts, identifies the right experts automatically, and provides a concise case summary for experts to get up to speed quickly. Collaboration insights are integrated into the case timeline for streamlining future processes. Finally, it tracks cases requiring attention, sends follow-up emails based on SLA criteria, and either resolves the case or notifies the service representative upon customer response. This aims to boost case creation and closure efficiency, thus reducing case handling time.

The custom record summary feature introduces AI-generated summaries for any custom record type within Dynamics 365 Customer Service. Administrators can specify what record type to summarize and define which data fields to include.

Summaries help service representatives gain faster insights into important records, such as custom case record types, or other out-of-the-box record types, like account, contact, and so forth.

This feature can also be used to create summaries for custom record types, such as work orders, part orders, or any other custom table that might have been created.

Overall, this feature can help reduce manual labor for service representatives across the board.

Key capabilities

• Choose from a list of existing record types, such as account, work orders, and tickets, to generate summaries.
• Define in natural language what this record type is so that AI can leverage this information to create better summaries.
• Select data fields that should be included in the summary, and also describe these fields in natural language.
• Allow service representatives to access these summaries on demand to ensure accuracy and relevancy in their communications.

Benefits

• Helps increase service representative productivity by reducing manual review time for any out-of-the-box or custom record type.
• Improves response times in customer interactions by providing summarized information.

In the Customer Service admin center, administrators can enable or disable connector plugins as desired. These plugins are used by Copilot in Dynamics 365 Customer Service. Using a plugin wizard, administrators can set up authentication for either administrators only or agents.

This ability to set up agent authentication provides flexibility for organizations to be able to manage authentication at either the administrator or agent level.

With this feature, administrators can configure email prompts as part of email templates. When a customer service representative inserts an email template, Copilot autopopulates content from the prompts, improving agent productivity and reducing manual effort.

With real-time creation, the moment agents close a case, Customer Knowledge Management Agent analyzes the case and case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps your organization respond to emerging issues in minutes. Customer Knowledge Management Agent compares the content of the case against your Dynamics 365 knowledge base to determine if a new article is needed, while also ensuring that content isn't duplicated. It ensures compliance by scrubbing sensitive data, and it can be extended with custom automated compliance checks from your organization.

It can automatically publish the article, if configured to do so, and make the article accessible to support representatives, Copilot, and even self-service portals depending on your configuration. Supervisors can always review, edit, and monitor Customer Knowledge Management Agent's work.

Historical creation brings Customer Knowledge Management Agent's power to help you unlock knowledge from your historical cases, turning them from raw case data into ready-to-publish knowledge articles, all while preventing duplication, ensuring compliance, and giving supervisors the same tools to monitor Customer Knowledge Management Agent's work.

Knowledge insights empower supervisors to assess and confirm Customer Knowledge Management Agent's ability to create reliable content for internal and external usage, and take quick actions to drive measurable knowledge repository improvements that lead to optimal Copilot experiences.

This feature will be automatically available to supervisors using Customer Knowledge Management Agent. Based on the autonomous-level preference (semi-autonomous or fully autonomous), supervisors will see a dashboard highlighting the corresponding performances from draft creation to publishing, and the articles' usage by Copilot. Supervisors are also guided to articles that require review and are approaching expiration, so they can act on high-priority articles in a timely manner.

The key capabilities of the survey agents include:

• Use Copilot Studio agents to gather customer feedback and configure contextual actions depending on feedback.
• Unify and centralize the process of configuring surveys across email, messaging, voice, and custom channels.
• Use predefined templates to create surveys easily.
• View feedback summarized into actionable insights available for supervisors to review.

The inline email Copilot feature can now be invoked by customer service representatives in mid-draft, enabling them to use AI assistance at any point during email composition. This helps service representatives to generate relevant partial drafts using existing Email Assist functionality that seamlessly integrates with their existing content, improving efficiency.

This functionality will be available in the inline editor only and not in the Copilot help pane.

Copilot email assist now suggests relevant email templates, reducing the need for customer service representatives to search for email templates manually. Copilot's template suggestions are based on email content, search context, and thread intent. Representatives can access these suggestions through the email editor itself.

This is a pay-as-you-go feature. Learn more in Pay-as-you-go plan.

• Representatives can enter the custom prompt in the inline email assist card when replying to the customer.

• Copilot matches the prompt with the email templates stored in the application and selects the most appropriate email template in the Inline Email form.

• Representatives can see the name of the email template selected. They can also select a different email template, if required.

For representatives to use this feature, administrators must do the following:

• Enable the feature.
• Create email templates in the application, as Copilot only recommends existing templates.

Proactive prompting will provide the following benefits for agents:

• Contextual prompt starters at the beginning of a Copilot conversation.
• The ability to discover plugins through suggested prompts.
• The ability to understand case, conversation, and email context.
• Proactively generated insights.

With this feature, agents can view sentiment indicators in the inbox and email editor view and respond appropriately. Administrators and supervisors can view the average sentiment scores in the dashboard view under Email Analytics.

While using Customer Service workspace, users expect their refreshed browser to reload previously opened sessions and tabs.

Current experience

Currently, if a browser in Customer Service workspace is refreshed or reconnected for any reason, the app reloads only the home page. Users then have to manually reopen any other tabs or sessions one by one, such as calls, cases, chats, messages, and so forth. This manual reload is forced in any of the following scenarios:

• Slow browsers due to memory issues.
• Microphone or headset issues.
• Network issues.
• Accidentally or intentionally closing a browser tab, or the browser completely.

New experience with session restore

In the new experience, the following automatic actions occur when the browser refreshes:

• Entities, such as case, accounts, and so forth, and their application tabs are restored.
• Focus is restored to the last session or app tab that was previously in view.
• After the user's presence is reloaded, conversations are restored, such as calls, chats, and so forth.

New experience callouts

Users should be mindful of the following caveats when using the new browser refresh experience:

• The order of session tabs might change.
• If there are multiple browser sessions and tabs open, only the latest updated browser sessions and tabs are reloaded.
• Cross-browser functions aren't supported. For example, refreshing from Edge to Chrome.
• The productivity pane state and focus are restored, but the productivity tool state isn't restored.
• Chats, calls, and other generic sessions are restored only after the user presence is reestablished. There is a delay in this functionality when compared to the restoration of other sessions and tabs.

With the enhanced email attachment experience, agents can:

• Add attachments by dragging and dropping them to the email.
• Copy attachments from one or more emails and paste it to another email.
• Download and attach email as an attachment to another email.
• Bulk download and deletion of attachments.
• See the attachment size in the appropriate units.
• Toggle between the tile and grid views.
• Export attachment details to Excel.
• Receive reminders to add attachments.
• Add attachments before saving an email.
• Add previously used attachments.

The session limit feature lets administrators configure the maximum number of sessions for customer service representatives to use in Customer Service workspace.

Administrators can figure session limits between three and nine, with nine being the default and maximum setting. This configuration is available in the app settings for Customer Service workspace.

The service representative should be able to turn off each of the automatic actions that would be enacted on the conversation by instance. Additionally, administrators can add more settings, such as actions (Active to Waiting) and trigger events (Agent Non-response time), so that they can configure the timeout rules.

Personalized case views are comprised of the following steps:

1. Admins create personal views on a grid page for the case entity.
2. Service representatives add the personal views to the inbox.
3. The personal views are then visible in the inbox.

The rich text editor control is a lightweight, HTML-based editor that's built on the popular CKEditor. It lets you create, paste, and edit formatted text in your model-driven apps.

You can customize the editor. To format text in the editor, you can use the editor toolbar, insert HTML tags, or paste formatted text from other applications, like a web browser or Microsoft Word.

As part of this advancement, we're phasing out the current rich text editor and integrating its capabilities into the modern rich text editor.

Leveraging Knowledge Hub in Microsoft Copilot Studio, Dynamics 365 Customer Service will now enable admins to configure knowledge management platforms beyond the Dynamics 365 knowledge base to further enhance the relevancy and usefulness of Copilot responses.

This cohesive, intuitive, and high-performing solution improves the customers’ Copilot experience by searching, consolidating, and summarizing knowledge from multiple sources. To enable it, administrators can choose Knowledge Hub as a knowledge source option in the Customer Service admin center and follow the instructions in the Knowledge Hub to configure the knowledge sources of their choice. Once configured, content from the newly set-up knowledge sources will be used to power the Copilot experience in Dynamics 365 Customer Service seamlessly.

As an administrator, you'll need to enable this option for your agents from the Customer Service admin center. Agents will then be able to view knowledge base article previews from global search without having to open the knowledge authoring form experience. This saves agents time and provides a simpler and faster experience to read knowledge articles they're looking for, through global search.

Help your customer service representatives view all of their work items in a single, consolidated location in the inbox.

Benefits of this experience include the following highlights:

• Currently available for all service representative experience profiles.
• Will be turned on by default for out-of-the-box and newly created service represenative profiles.

With this enhancement, the out-of-the-box case form in Customer Service workspace, Case for multisession experience, allows agents to perform the following actions by default:

• View and upload multiple attachments directly to the case.
• Access all the attachments related to a case in a consolidated view.
• Quickly get up to speed on the activities due on the case.
• Identify case fields using color-coded icons through the Option set wrapper control.
• Quickly identify the queue to which the case was added and edit the Workedby field using Queue item control.

All these capabilities are enabled by default on the out-of-the-box case form, Case for multisession experience in the Customer Service workspace application.

The Customer Service workspace application is undergoing a modernization refresh for a cleaner, more visually appealing UI.

The new functionalities of the workspace are designed to enhance usability, making the product easier to navigate and more intuitive for users to perform actions.

Some changes from the modernization are:

• Customer service representatives benefit from an improved look and feel of Copilot ask-a-question in Customer Service workspace and Dynamics 365 Contact Center apps. Updates include an increased size of the message input field and relocation of icons. 
• The inbox has a new, island-type user interface with rounded edges to give service representatives a more modern look and feel.
• Service representative scripts in the productivity tools feature updated states, icons, and components to enhance visual appeal and provide a more delightful user experience.
• The timeline is a pivotal control that requires a modernized look to meet the evolving needs of users. A modernized UI in Dynamics 365 improves efficiency, visibility, and user satisfaction by providing a faster, cleaner, and more interactive experience.
• Voice controls have a refreshed look that makes it easier for service representatives to navigate controls with efficiency. The new, modern UI is available for both inbound and outbound calls, and provides a better experience and ease of use.

The modernized UI in Customer Service apps helps improve efficiency, visibility, and user satisfaction by providing a faster, cleaner, and more interactive experience.

With the improved case grids, agents can do the following:

• View icons for priority and the origin channel, and avatars for the assigned agents.
• View key data such as case age, next SLA breach, IsEscalated, and latest activity in the Enhanced Active Cases view.
• Use quick navigation to the latest activity to respond to the latest communication.

Improvements to the case grid are enabled by default for all customers. Additionally, administrators can enable the editing functionality using the control and allow agents to edit information on the grid directly.

Agents and supervisors will be able to view case handling time on each case. Key capabilities include:

• Automatic time is captured automatically while the case form is in focus. This captures scenarios such as the agent going through the case details, case timeline, or any operations performed while the case form is open in the background.
• Agents can continue to input the time they've spent on individual activities.
• Agents can input a buffer time as time logs manually on a case to accommodate any unaccounted-for efforts they spent on the case that isn't captured automatically in automatic time.
• A case timer is displayed on the case form, which includes automatic time that is calculated automatically, total time tracked by the agents on individual activities, and any buffer time agents might have added manually as time logs.

Administrators can enable this feature from the Customer Service admin center. Learn more about adding the case handling time widget to case forms at Configure case handling time widget to case forms.

The recent and pinned records of the sitemap have been extended to the multisession app. This will improve productivity of users returning to the same records when the multisession app is started, as well as when users are moving between single session and multisession apps.

As part of this release, the following capabilities are available out of the box for customers in the Government Community Cloud:

• Omnichannel real-time analytics
• Omnichannel historical analytics
• Customer service historical analytics
• Personalize reports using bookmarks
• Extend Dynamics 365 out-of-the-box analytics using visual customization

Supervisor actions such as assign, transfer, monitor, and force close will be enabled within customized reports.

• Monitor: Supervisors can view ongoing conversations, customer sentiment, and agent responses in real time.
• Assign: Supervisors can assign conversations to specific agents based on availability and skill.
• Transfer: Conversations can be transferred to another agent as needed.
• Force close: Supervisors have the ability to end conversations.

Key capabilities of this feature include enhancing the out-of-the-box historical and real-time analytics by including consult request rejection and timeout rates.

Key capabilities of this feature include automatically filtering conversation data based on the logged-in reporting user’s queue association in real-time analytics.

With this feature:

• Supervisors can view data that is prefiltered to the queue they belong to.
• When assigning or transferring conversations, the agent list is prefiltered based on the queue associated with both the conversation and the agent.

Key capabilities include improving the accuracy of conversation time-related metrics by leveraging server signals.

• Talk time
• Hold time
• Wrap time (active time an agent spent on wrap state)
• Active session time

The key capabilities of this feature are:

• Enabling a backlog view for all conversations that aren't closed.
• Enabling supervisors to differentiate between persistent and live chats.

Create templated rulesets for routing configurations like prioritization, assignment, and work classification rulesets. Apply these ruleset templates when you create prioritization, assignment, and work classification rulesets in a queue or workstream. In one go, administrators can manage templated ruleset configurations globally from one place and publish updates to all queues and workstreams where the ruleset is applied.

Administrators who manage these updates won't have to wait for 15 minutes for an agent's queue membership update to reflect in the system. With the real-time queue membership update, agents can take work in their new record queues immediately after they are added. When you remove agents from queues, they won't receive work from the removed queues, thus reducing the wait time due to reroutes.