Audience Type: Maker
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How to approach your routing and assignment transformation with unified routing
The new unified routing capabilities in Dynamics 365 Customer Service allows organizations to implement incremental improvements without having to completely overhaul routing and assignment procedures all at once. -
Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk 4.2
Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements. -
Enhance workplace automation with prebuilt RPA templates for Dynamics 365 (preview)
For many businesses, success increasingly depends on having the agility to innovate and adapt to rapid change, responding to customer needs, competitive pressure, and industry trends. But this is a difficult challenge when employees are buried in time-consuming busywork like repetitive tasks or complex processes. That’s why we are dedicated to helping organizations like yours -
Increase customer satisfaction and agent productivity with unified routing
Customer service managers are constantly searching for more efficient ways to streamline management of incoming service requests, and the backbone of any customer service center operation is routing and assigning cases efficiently. Connecting customers to the agent most qualified to resolve their issue is a foundational element of improving customer satisfaction. Organizations typically use queue-based -
Improved SLA timer control helps agents track KPIs
Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that is optimized to display service-level agreement metrics, and it supports the display of multiple SLA metrics at the same time. -
Build targeted user experiences efficiently by using app profiles in multisession apps
If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps. The capability is included with the Omnichannel for Customer Service preview available for Dynamics 365 Insiders. In -
Build automated tests quickly with Regression suite automation tool (RSAT) version 2.0
The Regression suite automation tool (RSAT) enables functional power users to record business tasks using the Task recorder in Finance and Operations apps. You can then convert these tasks into a suite of automated tests without the need to write source code. The release of RSAT version 2.0 includes an improved and simplified experience using -
Set administration mode on production environments to avoid impacting users during changes
System administrators no longer need to switch a production environment to a sandbox environment before you place it in administration mode. When an environment is set in administration mode, only users with the system administrator or system customizer security role are able to sign in to that environment. Administration mode is useful when you want -
Get the updated toolkit for easier deployment of solution-specific Help content
If you’ve created your own custom solution for Dynamics 365 Finance, Dynamics 365 Supply Chain Management, or Dynamics 365 Commerce, you may be wondering how to connect your own Help content for the solution to the Help pane in the Finance and Operations client. Microsoft provides a toolkit to help you generate HTML files from the Microsoft Help repositories, generate -
Dual-write automates data flow between Dynamics 365 applications and Common Data Service
Microsoft Dynamics 365 business applications are uniquely able to help organizations digitally transform by unifying data and intelligence from employees, customers, operations, and devices into one source, creating many opportunities to use digital feedback loops to adapt and improve. To that end, we’re announcing dual-write, a new capability that enables data to become available natively -
Reduce timeouts for cascading transactions
Have you ever tried to assign an account to a new owner only to have the system lock up and timeout because you have too many child records in the cascading transaction set? A new feature is available for preview that will help reduce system timeouts when processing entity updates that use large volume cascading