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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.