Power Tips: Customer Service 2024 Release Wave 1
Dynamics 365
Feb 23, 2024 8:24 PM

Power Tips: Customer Service 2024 Release Wave 1

by HubSite 365 about Heidi Neuhauser [MVP]

Microsoft MVP | User Adoption, Dynamics 365 + Power Platform Expert at Reenhanced

Pro UserDynamics 365Learning Selection

Unlock Dynamics 365 Customer Service 2024 Wave 1: AI boosts, omnichannel enhancements, and more!

Key insights


Key Insights of Dynamics 365 Customer Service 2024 Release Wave 1:

  • Generative AI Capabilities infused across customer service experiences focusing on agent productivity, customer self-service, and supervisor insights through AI-driven analytics.
  • Enhanced Communication Channels including improved voice channel integration with Microsoft Teams, better email attachment experiences, and efficient search functions for messaging and emails.
  • Extended Copilot Capabilities with upgrades such as faster response validation by agents, improved filtering, and prompting for more accurate assistance.
  • Advanced Case Management through forecasting case volumes, creating multiple cases from emails, and employing skills-based routing for case assignments.
  • Simplified Administration enabled by tools to monitor configuration health and enhance system management for greater operational efficiency.

Expanding on Dynamics 365 Customer Service Improvements in 2024

The 2024 Release Wave 1 of Dynamics 365 Customer Service marks a significant progression towards blending artificial intelligence with customer service operations. The release focuses on enhancing the efficiency and productivity of both agents and supervisors through the integration of generative AI. This includes automating responses, generating case summaries, and providing actionable analytics on performance and customer satisfaction.



Additionally, communication channels saw notable improvements to facilitate smoother interactions between customers and service agents. These enhancements range from better voice call integrations with Teams to more intuitive email functions. A pivotal aspect of this release is the extension of Copilot capabilities, demonstrating Microsoft's investment in aiding agents with AI-backed tools for quicker, more accurate customer service. Furthermore, the update introduces more sophisticated case management techniques and simplifies administrative tasks, aiming to increase overall contact center effectiveness. With these advancements, Microsoft sets a new standard for customer service platforms, focusing on innovative solutions to improve both customer experience and operation efficiency.


Exploring the Dynamics 365 Customer Service 2024 Release Wave 1

The Dynamics 365 Customer Service 2024 Release Wave 1, rolled out between April and September 2024, introduces significant upgrades focused on enhancing the customer service experience. Key highlights include embedding generative AI into various customer service facets, refining communication channels, and expanding Copilot's capabilities. This release aims to boost agent productivity, improve the customer experience, and offer deep insights into contact center operations.

Generative AI: A Game Changer

Generative AI has been incorporated to transform customer service. It aids agent productivity by suggesting responses and next steps, and crafting case summaries. For customers, AI enhances self-service options through smarter knowledge base articles and chatbots. Supervisors benefit from AI-driven analytics for better agent performance and customer sentiment understanding.

Communication Channels Upgraded

Improvements across communication channels aim to streamline customer interactions. For voice calls, enhancements include smoother call transfers and better Microsoft Teams integration. The messaging and email channels now offer an enhanced attachment experience and superior search functionality, making it easier to access relevant information.

Expanding Copilot's Horizons

Copilot, Microsoft's AI assistant, sees its capabilities broadened in this wave. Agents can validate responses from Copilot more quickly and with greater transparency. Enhancements also include improved filtering of suggestions and prompts for additional information when needed, making the tool more intuitive and efficient.

Additional Advancements

This release also brings advancements in case management and system administration. New features allow for forecasting case volumes, creating multiple cases from a single email, and employing skills-based routing for case assignments. Simplified administration aids in monitoring system health and improving management practices.


The Dynamics 365 Customer Service 2024 Release Wave 1 is a testament to Microsoft's commitment to enhancing customer service through innovation. By leveraging generative AI, refining communication channels, and expanding Copilot capabilities, this release sets a new standard for efficiency and customer experience in the realm of customer service.

For more details, explore Microsoft 365, Teams, and Developer Tools to equip yourself for the upgrades.

Deep Dive into the Dynamics 365 Customer Service 2024 Release

The latest release of Dynamics 365 Customer Service demonstrates a clear focus on leveraging cutting-edge technology to revolutionize how businesses interact with their customers. Generative AI stands out as a cornerstone of this release, transforming agent performance, enhancing self-service capabilities, and providing supervisors with actionable insights. This represents a substantial step forward in using technology to not only assist customer service agents but also to enrich the overall customer experience.

Communication channels have received much-needed upgrades, ensuring that customer interactions are smoother and more efficient, whether through voice, messaging, or email. The inclusion of advanced features like an enhanced attachment experience and superior search functionality further reinforces the system's usability and effectiveness.


Dynamics 365 - 2024 Guide: Boosting Customer Service with Release Wave 1


Read the full article Power Tips: Customer Service 2024 Release Wave 1


People also ask

What is the wave 1 release 2024?

The 2024 release wave 1 is designed to enhance the efficacy of sales processes by providing immediate access to critical customer information, accelerating the closure of deals via actionable insights, boosting productivity levels, and fostering organizational empowerment through flexible configuration options alongside reinforcing generative AI leadership.

What's New Business Central 2024 Wave 1?

This latest update introduces a seamless integration between managing work orders and consumption in Field Service, coupled with the efficient invoicing and fulfillment capabilities in Business Central. This enhancement not only streamlines service operations but also augments financial management procedures and improves overall operational efficiency.

What is Microsoft wave release?

A wave release represents a strategically scheduled deployment of new features, enhancements, and updates across the Power Platform applications. This occurs over a six-month span, encompassing an array of performance improvements and other significant advancements.



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