We need to talk about... Dynamics 365 Customer Service... Release Wave 2 for 2025
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Dynamics 365 Customer Service- Generate AI-driven dynamic forecasts with intelligent method selection
We are announcing the ability to generate AI-driven dynamic forecasts with intelligent method selection in Dynamics 365 Customer Service. This...
Dynamics 365 Customer Service – Record and review full‑screen representative activity
We are announcing the ability to record and review full-screen representative activity in Dynamics 365 Customer Service. This feature will rea...
Dynamics 365 Customer Service: Simulate AI field prediction with Case Management Agent
Simulation enables administrators to assess how the Case Management Agent performs field prediction, evaluate the quality of those predictions...
Dynamics 365 Customer Service – Support multilingual evaluation criteria
We are announcing the ability to define evaluation criteria in a selected language and receive evaluation results in that same language in Dyn...
Dynamics 365 Customer Service – Quality Evaluation Agent for Bulk Case Evaluation
We are announcing the ability to use Quality Evaluation Agent (QEA) for Bulk Case Evaluation in Dynamics 365 Customer Service. This feature wi...
Dynamics 365 Customer Service – Generate short‑term forecast duration up to one year
We are announcing the ability to generate short‑term forecast scenarios with a duration of up to 365 days (one year) in Dynamics 365 Customer ...
Dynamics 365 Customer Service – Generate long-term forecasts up to three years
We are announcing the ability to generate long-term forecasts of up to three years in Dynamics 365 Customer Service. This feature will reach g...
Dynamics 365 Customer Service – Edit schedule bookings with drag and drop
We are announcing the ability to edit agent schedule bookings using drag-and-drop interactions in Dynamics 365 Customer Service. This feature ...
Dynamics 365 Customer Service – Leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria
We are announcing the ability to leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria in Dynamics 365 Cust...