2024 Wave 2: D365 Customer Service

The 2024 wave 2 release notes are here, and I’m excited to bring you a new series of articles covering all the juicy details for Dynamics 365 Sales, Customer Service, Field Service, and more. Previously I covered the new features in this release for Dynamics 365 Sales and Copilot for Sales. In todays article in the series, I’ll be diving into all the new functionality coming to Customer Service. Some of you might recognize features from the public preview or the 2024 wave 1 release, but don’t worry, I’ve got you covered. So, get comfy, and let’s dive in!

Compose emails using improved attachment experience

This is one of those features that first appeared in the 2023 release notes and then mysteriously disappeared from the list. The functionality related to this didn’t disappear, I actually wrote an article on it back in April 2024. I don’t want to repeat what I wrote in the article, so instead I will post a link here which you can access to learn more about these features. There is also a video at the bottom of the article.

Default enhanced experience of handling recipients while composing an email

This feature sounds a lot like the improved attachment experience mentioned above. The features related to this heading are available when agents use the (enhanced) email from in the Customer Service Workspace app. They will be able to drag and drop recipients between the To, Cc, and Bcc fields on the email. Users can also enter the email address in any of these fields, which will result in the automatic populating of the related records in the email fields. It also mentions that agents will be able to see recipients’ presence status and out of office messages, which I assume is only available for when emails are sent to coworkers. It’s nice to see how the products in the Microsoft stack are getting more and more integrated with each other!

Extend Copilot with plugins

You’ve probably already heard about the (preview) feature allowing makers to extend Copilot that lives in Dynamics 365 Customer Service with plugins. This functionality allows makers to connect the Copilot to other systems by using things like connectors, and prompt plugins. Once these plugins are enabled in Dynamics 365 Customer Service, it will allow agents to securely access data from these systems from within Copilot. An agent can simply ask a question and Copilot will provide the answer!

I previously wrote an article and recorded a video on this functionality, right after it went into preview. According to the release notes this functionality will become generally available in October of this year!

Update queue memberships for agents in real time

This is yet another feature that was originally part of the last release wave. Today if we add an agent or remove an agent to a queue, we have to wait 15 minutes for the update/change to sync to the application. With this enhancement, those types of updates will be immediate. I am keeping my fingers crossed that at some point in time all changes made in the application will immediately sync vs having to wait!

View Copilot generated proactive prompts and insights

Yes, the last feature in this topic was ALSO part of 2024 Release Wave 1. The name of the feature was slightly different then, as it was called ‘Get automatic prompts from Copilot’ but when you read the feature details they are almost the same. What this sounds like to me is that Copilot will automatically show prompts to the agent. If you’re not clear on what a prompt is, these are question suggestions for agents on what they can ask Copilot next.

This makes it easier for agents to quickly ask questions and get help from Copilot, which will make them more productive. These prompts can be based the record the agent is on while engaging with Copilot, (think about an agent opening a case record, and Copilot showing a prompt related to the issue) or an automatic prompt that is in response to a question the agent asked before. This feature will not be released everywhere, so make sure you check here to make sure your region is on the list! I hope you enjoyed this article! Be sure to check in again next week for a new article or subscribe here to never miss another post!