Agent experiences

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Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Agent experience is at the heart of Dynamics 365 Customer Service. Enhanced employee confidence is the key to improving customer service satisfaction. Dynamics 365 Customer Service provides intuitive collaboration capabilities in a customizable workspace and elevates your team’s effectiveness with the productivity tools required to deliver seamless, personalized customer experiences across any channel.

In 2023 release wave 1, the following features are aimed at further empowering agents to deliver quality services:

  • Create and manage cases efficiently with enhanced case form.
  • Try case management enhancements.
  • Try enhancements to the email template selection experience.
  • Enhancements to the email template creation experience.
  • Enhanced Customer Service workspace layout.
  • Enhanced conversation auto-summarization experience.
  • Accelerate time to resolution with AI-suggested replies.
  • Mark knowledge articles as favorite.
  • Forecast case volumes daily and at 15-minute intervals.
  • Forecast agent demand to handle customer conversations daily and at 15-minute intervals.