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Dynamics 365 - 2023 Wave-1 - Customer Service part-1

Dynamics 365 - 2023 Wave-1 - Customer Service part-1

In this blog post, the author delves into the upcoming Dynamics 365 - 2023 Wave-1 update and more specifically, the changes coming to the Customer Service module. The author begins by highlighting updates to the Knowledge base (KB) articles; Customer service reps can now add KB articles to their favorites list, making it easier to access them. Additionally, external sources such as Sharepoint can also be added as a knowledge base, making it easier to search for articles. This update is enabled by adding External Search Providers in the Customer Service Admin App.

The blog post goes on to explain the three options for adding external search providers: Cross-Organizational Search, SharePoint, and Microsoft Graph Connector. The author stresses that the Customer Service Reps need the proper access to external data in Sharepoint or Graph Connector to perform an external search. The post includes a screenshot showing how the external data will show up when doing a KB search from within a case record. Microsoft uses AI to analyze and show relevant search results from both internal and external sources.

The blog post concludes by highlighting that the author will be writing more about other topics in the Wave-1 release and hopes that the updates will enhance the KB article and search experience for users.

The post Dynamics 365 - 2023 Wave-1 - Customer Service part-1 originally appeared on 365WithoutCode.

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