Top 5 Features in the Dynamics 365 2021 Spring Release for Service

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We’ve been very excited at JOVACO about all the new features now available with the latest release for Microsoft Dynamics 365. We’ve recently talked about our favourite features for the Sales and Customer Voice modules, and we’re just as excited with the 2021 release for Service!

Here are our top 5 favourite features from the 2021 release for Service:

1. Power Automate workflows

Automate common and repetitive tasks to increase productivity and ensure quality even across a large team. For example, macros can be run to authenticate customers, transfer customer information from a form to an external system, and much more.

2. Updates to cases in resolved and canceled status

It’s now possible to allow only users with proper permissions to update case records whose status is set to resolved or canceled. This can be done with Power Automate workflows, APIs, or a plug-in. The user experience on the case form will continue to be read-only.

3. Modern administrative experience for auto-post configuration

This feature leverages the unified interface to provide an easy experience. Configure which activity record type automatically posts information to the timeline, select default filters to apply on the timeline, and remove unnecessary filters. Agents then have a better understanding of their customers and can deliver more personalized service.

4. Federated knowledge search

Data is often spread across multiple sources, but this feature lets users plug an external search provider into the knowledge search experience and search multiple sources at the same time. Connectors are provided for SharePoint, Microsoft, and Dynamics 365, with more to come later based on customer feedback.

5. Call recording

Agents now have the option to record a call, and pause or resume it. These recordings are stored in Dynamics 365, and call transcriptions can convert a phone conversation into written words to facilitate searches.

Want to learn more about the new features now available with the Dynamics 365 Spring Wave? Visit the Microsoft website for all the details what's new for Dynamics 365 Service or for the complete Overview of Dynamics 365 Customer Service 2021 release wave 1.

By JOVACO Solutions, Microsoft Dynamics 365 specialist in Quebec


About JOVACO Solutions 

JOVACO Solutions is a leading ERP and CRM solution provider operating for over 35 years. As a specialist of Microsoft Dynamics business management solutions, we offer a wide range of products and services to meet all the needs of professional services firms and project-based organizations. We also offer specialized project management tools and timesheet add-ons fully integrated to Microsoft Dynamics solutions. Visit our website or contact us for more information.

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