Dynamics 365 2021- Release Wave 2 for Customer Service and Field Service

Dynamics 365 2021 Release Wave 2 Customer Service and Field Service Updates

Dynamics 365 2021 Release Wave 2 is here, and it brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Service, Finance, Operations, Human Resources, Commerce, Fraud Protection, Customer Insights, Customer Voice and Business Central. You can read more about it here.
Microsoft will start rolling out these new features, starting October 1st, 2021. Deployment is based on region, and is detailed here.

What's new with Customer Service?

Customer Service offers an end-to-end solution for customer support, including self-service and assisted-service options, case management, and knowledge article publication.  This release will see the all-in-one contact center rolled out, as well as updates to contact center routing and improvements in knowledge authoring and management.

What's new with Field Service?

Dynamics 365 Field Service provides the tools required to ensure your customers have the best on-site service experiences possible.  Field Service enhances your technician's abilities to complete services faster and easier.  This release provides updates to work order forms, mixed-reality calling, field service mobile, and schedule boards.

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI-driven insights.

There are many applications to choose from, including...

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