You can use the underlying agent experience data that powers the Copilot dashboard to get interaction data such as transcripts, agent actions, and agent feedback about Copilot responses.
Did you know that even if you’re using Salesforce, Zendesk, ServiceNow, or any other case management applications, you can also use Customer Service Insights from Dynamics 365 with those apps? Customer Service Insights uses natural language understanding to automatically group your case data into support topics, without any manual tagging, which enable you to quickly
In August 2019, our partners published 27 new apps for Dynamics 365 Business Central on AppSource. These were new last month: Channel Sales Manager for Magento by Suite Engine, LLC Automate and sync Magento orders and product information Change Log Quick Access by Kumavision AG Overview of change log entries directly from your master data
Applies to: Field Service version 7.5.13.73 on Dynamics 365 for Customer Engagement version 9.x Visit the Admin Center for Dynamics 365 solutions page to install the update. For details, refer to how to install or update a preferred solution. Please visit Field Service Docs for Field Service updates and related content. End of Life Notice
Applies to: Field Service version 8.8.3.533 on Dynamics 365 for Customer Engagement version 9.x Visit the Admin Center for Dynamics 365 solutions page to install the update. For details, refer to how to install or update a preferred solution. Please visit Field Service Docs for Field Service updates and related content. Field Service enhancements Enhancements
Over the last two years, our customers have been experiencing the benefits of the new user interface client for Dynamics 365 Sales, Customer Service, Project Service, Field Service, and Marketing. Many of our largest customers have successfully made the transition. As we’ve reached the milestone of over 80% of organizations enabling Unified Interface, we’re announcing
Depending on your organization, you might create bookings and want them to immediately appear on your field technicians’ mobile devices. But what if you want to plan the whole day and have new bookings appear for technicians as you see fit? The field service industry often refers to this differentiation as “scheduled versus dispatched.” Out
As part of our efforts to modularize Business Central, we’ve improved the tools for classifying sensitive data and combined them in the Data Classification module.
We’re pleased to announce the latest update for the Project Service Automation application for Dynamics 365, V3.10.1.71. This release includes some important improvements to quality, performance, and usability. This release is compatible with Dynamics 365 9.x. To update to this release, visit the Admin Center for Dynamics 365 online, solutions page to install the update.
The Microsoft Dynamics Lifecycle Services (LCS) team is happy to announce the immediate availability of the release notes for LCS (September 2019, release 1). Show active issues during incident creation In this release, we added active issues in the LCS incident creation flow. When you create a support ticket to submit to Microsoft, in addition
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
The monthly Retail webinar for August was held on the 1st of August and was loaded with exciting content. We covered lots of features, some of which are releasing soon while others are in the early stage of design. We started with a demo of the Regression Suite Automation Tool (RSAT) for point of sale
The schedule board is the primary work space for dispatchers, and every pixel of real estate is essential for maximum productivity. Depending on your monitor, opening the schedule board may initially only let you see a handful of resources and a few unscheduled requirements, and that’s before expanding the filter panel or the details panel!