Earlier this week, we discussed new features coming to 09电竞官网 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 09电竞官网 Customer Service and 09电竞官网 Field Service .

So without further ado, let’s get down to what’s new in the “Service” world of 09电竞官网 .

09电竞官网 Customer Service

Federated Knowledge Search dynamics 365 customer service

As Jeff Comstock (Vice President, 09电竞官网 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, 09电竞官网 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.

09电竞官网 Field Service

Expand-and-Collapse-Resource-Rows-on-Schedule-Board 09电竞官网
 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. 09电竞官网 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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