Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. Taking into consideration both work item requirements and your agents’ capabilities, unified routing directs incoming work items to the queue or agent that’s best suited to handle them.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.