What is coming in 2025 Wave 2: Dynamics 365 Customer Service
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Dynamics 365 Customer Service – Use Assign option for cases to update capacity, presence
We are announcing the ability to use the Assign option on the case form to work with unified routing to update presence and capacity of servic...
Dynamics 365 Customer Service – Intent-based suggestions has been disabled
Due to reports of unintended token consumption in the Copilot Service workspace app, we have modified the default state of intent-based to be ...
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been ...
Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server – updated date
We are announcing the ability to connect to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service. This feature...
Try the AI agent activity feed in Dynamics 365 Customer Service
Contact centers are increasingly adopting AI agents as part of their journey to become autonomous. During this time of rap...
Dynamics 365 Customer Service – New timeout rules logic for Representative Non-Response time and open state conversation
We are announcing new timeout rules logic for Representative Non-Response Time and open state conversations in Dynamics 365 Customer Service. ...
Dynamics 365 Customer Service – Automate case lifecycle tasks with Case Management Agent
We are announcing the ability to automate case lifecycle tasks with Case Management Agent, which automates case creation and updates, facilita...
Dynamics 365 Customer Service – Perform bulk actions on filtered conversations
We are announcing the ability to perform bulk actions on filtered conversations in Dynamics 365 Customer Service. This feature will reach gene...
Dynamics 365 Customer Service – Automatically restore sessions after a browser refresh
We are announcing the ability to automatically restore sessions after a browser refresh in Dynamics 365 Customer Service. This feature will re...
Dynamics 365 Customer Service – Enhance service representative efficiency with custom productivity tools
We are announcing the ability to enhance service representative efficiency with custom productivity tools in Dynamics 365 Customer Service. Th...