Dynamics 365 Customer Service - Release Wave 1 2020 - Conceptual Diagram

This is the Dynamics 365 Customer Service - Conceptual Diagram including improvements coming with wave 1 releasing from April 2020 through September 2020.

Use this diagram to get a shared understanding of the high-level features required by your system to meet your client requirements.

In this example, functionalities are linked to more information on the Microsoft Dynamics 365 Documentation. You can, of course, adapt it to point to your own internal documentation.

Snapshots of some the new functionalities

Connected Customer Service (IoT + Customer Service)


Connected Customer Service helps organizations evolve a proactive and predictive service model by fully integrating IoT diagnostics, IoT device updates, and case management. Key capabilities in this release include:
  • Convert IoT Alert to a support case.
  • View all devices registered to the customer.
  • View all IoT Alerts from devices registered to the customer.
  • Send command to the customer’s device.
  • View IoT activity in the case timeline.
Reference: https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/connected-customer-service-iot-customer-service

Agent productivity enhancements to knowledge capabilities


In this release, Microsoft is enhancing agent access to and usability of knowledge articles so that agents can:
  • Use an improved layout of knowledge search results to simplify scanning, reading, and action.
  • Review knowledge articles in a separate, full screen.
  • Search the knowledge base outside the context of a customer case. (Knowledge search is now available in the Customer Service Hub app navigation for anytime access.)
Reference: https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/agent-productivity-enhancements-knowledge-capabilities

Rich text notes, keyword search and timeline improvements

Enhancements to the Dynamics 365 timeline control include:
  • Create rich text notes that provide detail about the case and enable formatting for emphasis and readability.
  • Perform keyword search filter to quickly display matching records.
  • Identify closed or completed activities visually.