Dynamics 365 Customer Service & Field Service: 2021 Release Wave 1

Earlier this week, we discussed new features coming to Dynamics 365 Commerce from 2021 Release Wave 1. In today’s blog post, we’re going to hit on some of the new features and functionality Users can expect to see in Dynamics 365 Customer Service and Dynamics 365 Field Service.

So without further ado, let’s get down to what’s new in the “Service” world of Dynamics 365.

Dynamics 365 Customer Service

Federated Knowledge Search dynamics 365 customer service

As Jeff Comstock (Vice President, Dynamics 365 Customer Service and Field Service) previews in his recent blog post, Microsoft has set out to “optimize support delivery and increase agent productivity” with the latest updates. Even beyond his well-detailed post, Dynamics 365 Customer Service is getting new or enhanced functionality in the following areas:

  • Agent experiences
  • Agent productivity
  • Case management
  • Email
  • Knowledge management
  • Omnichannel chat
  • Omnichannel voice
  • Product setup
  • Service-level agreements
  • Timeline
  • Unified routing

View the full release notes here.

Dynamics 365 Field Service

Expand-and-Collapse-Resource-Rows-on-Schedule-Board Dynamics 365 Field Service

In the same blog post mentioned above, Jeff also provides his walkthrough of Field Service, since his position covers both products. In the field, Microsoft is striving to give customers a clearer view of their service visits, while providing the responding technicians with the resources they need to complete the job successfully. Dynamics 365 Field Service is getting new or enhanced features in the following areas:

  • End-customer engagement
  •  Proactive service delivery
  • Scheduling
  • Technician success

View the full release notes here. 

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