Boost Engagement with New D365 Customer Service Dialer

Key insights

• Introduction to Dialer Enhancements: The 2024 release wave 1 for Dynamics 365 Customer Service includes notable dialer enhancements aimed at improving the usability and functionality within the Customer Service Workspace app.


• New Search and Open Features: Agents can now seamlessly search for contacts or accounts right from the dialer, and directly open contact or account records, enhancing productivity and ease of access.


• Preview Features Availability: The mentioned features are currently in preview, with general availability expected in October 2024, allowing users to experience and provide feedback before official launch.


• Enabling Preview Features: Users need to navigate to make.powerapps.com, choose the appropriate environment, and enable the settings for the new features under 'settings definition' to start using them.


• Enhanced Search Functionality: The dialer now supports an improved search system that allows the initiation of searches after entering a minimum of two characters, using Dataverse search capabilities for efficient results.

Overview of Dialer Enhancements in Dynamics 365 Customer Service

Dynamics 365 Customer Service has rolled out new dialer enhancements with its 2024 release wave 1, significantly refining the communication capabilities within its apps. These improvements include the ability for agents to search for and open contact or account records directly from the dialer. This feature integration aims to streamline processes and elevate the efficiency of customer service operations. By bypassing the need to remember contact numbers, agents can operate more smoothly and respond faster to customer inquiries.

Moreover, these new features are in preview, with full availability expected in October 202 (year should probably be 2024). This preparatory phase allows users to test the enhancements and provide feedback, making the transition smoother when the features go live. Enabling these features is a straightforward process involving navigating through the system settings in the Power Apps platform.

The search enhancement is particularly notable, using Dataverse's robust search capabilities to fetch contact and account information effectively. This system even allows a configuration that lets searches begin after typing as few as two characters. Overall, these enhancements not only bolster the functional depth of the Customer Service Workspace but also align with Microsoft's continued commitment to optimizing user experience and operational efficiency in Dynamics 365.

D365 Customer Service: Dialer Enhancements If you haven't seen the new enhancements to the dialer in Dynamics 365 Customer Service that are part of 2024 release wave 1, then this is the video for you to watch! Learn all about the new features and how to enable them! The 2024 release wave 1 for Dynamics 365 brought us some awesome features for the Dynamics 365 CX apps.

So far, this release packed a lot of cool and innovative stuff to make all of the different apps work better. In this article, I will discuss the new improvements that have been made to the dialer inside of Dynamics 365 Customer Service. If you’re not sure what the dialer is in Dynamics 365 Customer Service, let me explain it to you.

The dialer enables agents to make and receive phone calls from within the Customer Service Workspace app in Dynamics 365 Customer geben. The dialer also supports features such as call recording, call transfer, call hold, etc. Now let’s take a look at the two new features that are part of this preview!

There are two major features that I want to discuss in this article. The first feature allows agents to search for contacts and/or accounts directly from within the dialer. This will make it a lot easier to quickly call someone, as agents won’t need to know the contact or account’s phone number from the top of their head.

They can just start to type the name of the contact or account they want to call in the dialer. The second feature allows agents to open a contact or account record directly from within the dialer. It’s important to understand that both features are currently in preview and are looking to become generally available in October of this year.

Just like any preview feature, in order to try out these preview features, you’ll need to enable them first. You can do this by navigating to make.powerapps.com and selecting the environment you want to enable these features for. From there you’ll need to open the default solution and search for ‘settings definition’ (the rows, not the table) on the left side of the screen.

Click on the setting definition below settings to see all the rows. There is one setting for each feature I mentioned above. To enable the feature that allows agents to open a contact or account record from within the dialer, you’ll need to find the ‘Enhanced outbound dialer April 2024 improvements‘ setting.

Click on the three dots on the right side of the setting and select ‘Edit’. This will open a side pane on the right side of the screen where the setting environment value can be changed. Scroll down and click on the ‘+New environment value’ and set the field to ‘yes’.

Don’t forget to click the ‘Save’ button on the bottom. If you also want to enable the ability for agents to search for contact and account records from within the dialer, you will need to repeat the same process for the ‘Enhanced outbound dialer contact search experience‘ setting definition. Once both settings have been enabled, you can open the Customer Service Workspace app to test the functionality of these features. To disable the settings, you will need to go back to the setting definition and set the Setting environment value back to ‘No’.

Now let’s go into the details on how each of these features work! I’ll start with the ability to search for contact and/or account rows from within the dialer. When you open the dialer, you’ll notice on top of the screen a ‘Country/Region’ choice field, and a text field on the right side of it with the phrase ‘Type name/Number’ prepopulated.

Agents can search for a name by typing the name of the contact or account in the text box. You’ll notice that the search starts after two characters are entered. NOTE: To change this setting, you need to navigate to admin.powerplatform.microsoft.com > environments.

Select the environment for which you want to change the setting. Click Settings > Behaviors (under products). Under ‘Lookup Behavior’ set the ‘Minimum number of characters to trigger typeahead search‘ to 1,2 or 3. Keep in mind that the search in the dialer uses Dataverse search to find contacts and accounts, so to use this, Dataverse search needs to be enabled.

When the system searches for contacts, only the first and last name columns get searched, and for accounts the account name column gets searched. The search function seems to use the ‘contains’ function, which means that any account name or contact first or last name that contains the text that is entered as a search for will show up under the results.

For example if I enter ‘Datum’, I will see the ‘Datum Corp’ account, but I will also see the ‘A. Datum Integration’ account. The search results will show below where the query is entered, and for contacts mobile and business phone numbers are shown in the search results. You’ll notice you can view all the results, or you can click on the contacts or accounts button to only see records from that table.

When the agent selects the contact or account they want to call, the phone number is populated and the name of the related record shows below with a green checkmark next to it. Clicking the ‘Call’ button will initiate the phone call. Agents can now open a contact or account record directly from within the dialer, this will save agents some steps and will allow them to be more productive.

Exploring Enhanced Customer Interaction through Dialer Features in Dynamics 365 Customer Service

The latest updates to the dialer in Dynamics 365 Customer Service exemplify the significant strides made in enhancing customer interaction and agent efficiency. These new features facilitate easier contact searches and direct record access within the dialer, thereby streamlining the communication process. Agents can now quickly identify and connect with contacts without needing prior information, leveraging previews to foster real-time communication solutions. Notably, the integration of these features into the Customer Service Workspace app underscores the ongoing commitment to refining user experience and operational fluency within customer service domains.

People also ask

How do I enable Omnichannel for customer service?

To activate Omnichannel for Customer Service, follow these steps: Firstly, procure the necessary licenses as per your business needs. Then, with appropriate administrative rights, navigate to the Microsoft 365 admin center. Here, you'll find Omnichannel in the Dynamics 365 section where you can set it up according to your organization's configurations. Detailed setup involves configuring channels, templates, work streams, etc., ensuring that your team can utilize all the robust features it offers effectively.

What are the capabilities of d365 customer service?

The D365 Customer Service module is designed to enhance service capabilities ensuring robust, efficient, and personalized customer interactions. This application supports a wide range of functionalities including multi-channel communication, unified agent interface, AI-driven insights, interactive dashboards, automation of routine tasks, and comprehensive customer data management that fosters a seamless service experience. The module is continually evolving, integrating more tools and capabilities to handle complex service structures efficiently.

What is the difference between d365 sales and customer service?

D365 Sales is primarily focused on managing and facilitating the sales processes. This includes tools for lead and opportunity management, sales performance metrics, and integration with LinkedIn for enriched relationship data. Conversely, D365 Customer Service centers around managing customer interactions and support. This involves multi-channel communication capabilities, ticketing systems, and detailed customer service analytics. While both share a baseline of data management and reporting functions, their primary objectives and toolsets are tailored to either drive sales or support customer service respectively.

What are Dynamics 365 customer engagement apps?

Dynamics 365 Customer Engagement apps encompass a suite of services designed to enhance customer interactions and streamline business processes. This suite includes applications like Dynamics 365 for Sales, Customer Service, Marketing, Field Service, and Project Service Automation. Each of these applications provides specialized tools and workflows designed to improve engagement, efficiency, and results in different facets of business-customer relationships, backed by data integration and insights powered by artificial intelligence.

Keywords

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