A Whole New World of Service Capabilities

Updated: Mar 23

In a world that’s increasingly virtual and service-oriented, Microsoft is enabling your enterprise to differentiate and meet the growing needs of customers.


The latest wave of Microsoft Dynamics 365 updates includes features and functionality that allow manufacturers to continue driving new service models, even in contactless scenarios.


In this interview, Microsoft’s Senior Director of Product Marketing Dina Apostolou takes you inside Microsoft Dynamics 365 Wave 2 of updates to Field Service and Customer Service. Microsoft is rolling out hundreds of new features and functions across Dynamics 365 applications, and manufacturers can look forward to a host of improvements to customer experience and product life cycle.


From advanced analytical insights based on expanded metrics and customer surveys, to automated workflows and scheduling optimization enhancements, Microsoft Dynamics 365 Field Service is bringing even more to this modern and powerful field service platform.


Dynamics 365 Customer Service is adding features focused on improving resolution time, like giving agents the ability to find similar cases. Omnichannel for Customer Service will be adding a host of new chat improvements, including mobile features to make chat more accessible, and real-time language translations.


The release, rolling out between October 2020 and March 2021, contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Commerce, and more.


Some Dynamics 365 Field Service highlights include:


Proactive service delivery

​Dynamics 365 Supply Chain Management will integrate with Field Service, making it more seamless for technicians to purchase parts and increase first-time fix rates.


Resource scheduling

​Enhanced Skill-Based Matching increases the intelligence of resource scheduling by automatically matching technicians based on skill level required to execute a work order. This prioritizes highly skilled technicians for work orders that require more experience.


Technician success

​A new feature includes a Technician Locator, where customers can receive confirmation, reminders, and details on the expected technician arrival.


D365 Customer Service highlights include:


Agent productivity

​Agents will be able to engage in multiple sessions simultaneously with improvements in the productivity tools of timeline and email to increase efficiency and the customer experience.


Omni-channel customer service

Enhanced extensibility options enable integration with mobile applications, integrating any channel through the Microsoft bot framework, and outbound messaging.


Integrated Insights.

Integrated insights with the Customer Service and Omnichannel for Customer Service apps give AI-driven knowledge and case suggestions to agents.