Updates to Customer Service and AI Builder in 2022 Release Wave 2

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Updates to Customer Service and AI Builder in 2022 Release Wave 2

The Dynamics 365 & Power Platform new releases are here, and they bring new innovations that provide you with significant capabilities to transform your business.

Microsoft's latest Dynamics 365 release contains hundreds of new features across Dynamics 365 applications, including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Intelligent Order Management, Project Operations, Human Resources, Commerce, Fraud Protection, Business Central, Connected Spaces, Guides, Customer Insights, and Microsoft Cloud for Healthcare, Financial Services, Nonprofit, Sustainability, and Retail. You can read more here.

The Microsoft Power Platform release contains updates to Power BI, Power Apps, Power Automate, Power Virtual Agents and AI Builder. You can read more here.

Microsoft will start rolling out these new features, starting October 1st, 2022. Deployment is based on region and is detailed here.

What's new with Customer Service?

Dynamics 365 Customer Service is an industry-leading end-to-end service platform that enables organizations to improve upon customer support, including self and assisted service throughout the customer engagement lifecycle. Here are some of the enhanced Customer Service capabilities:

Unified Routing

Use of AI and rules to assign agents to incoming service requests based on priority, agent skills and customer criteria. This helps eliminate issues of service-level agreements getting ignored and agents picking service requests based on difficulty level instead of priority.

Teams integration

Enhanced Teams integration for collaboration and linking of conversations on the Customer Service records


Allows for direct communication with customers using live chat, SMS, social channels and voice. Includes an enhanced app with a focus on productivity and real-time notifications.

Knowledge Management

Includes the ability to search knowledge from multiple platforms such as SharePoint, Microsoft search and Dynamics 365... Read full blog on www.beringer.net



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