What You Need to Know: Dynamics 365 for Customer Service April '19 Release

Published March 21 2019 by Chris Weilandt
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Core Customer Service

‘Case Resolution’ entity extensibility

Finally! CRM administrators and consultants have been waiting over 10 years for the ability to edit, add, and remove fields from the ‘case resolution’ pop-up screen.

SLA visualization enhancements

SLA timers will have enhanced visualization to depict the elapsed and remaining time as well as remaining time in business hours and actual hours.

Knowledge article templates

Save your knowledge management numerous hours proofing articles for formatting by supplying authors with templates from which to build their content.  This ensures consistent branding, formatting and messaging. Microsoft will also provide some templates out-of-the-box.

Knowledge analytics

Easily analyze the search terms of users and customers to identify their effectiveness, as well as those that fail to find articles compared to the total number of searches performed.

Knowledge article ratings

You can now offer your customer service reps a means of voting up or down on an article when they open it from Knowledge Base search control. They will also have the ability to comment on how it can be improved.

Auto-filter knowledge articles on cases

Administrators can configure a search control to automatically filter knowledge articles based on values in case fields, such as the case 'subject'. If you filter on a lookup field, it will have to exist on the Case and Knowledge Article entities. Service reps will be able to turn off the filtering to search the entire knowledge base, too.

Omni-Channel Engagement Hub

This feature gives customer service reps more modes of communication with customers than just phone and email, namely live-chat and SMS.

Multi-session agent experiences

Of the new features offered, the 3 you will find most impactful are:

  • Multiple sessions with easy switching: Agents can simultaneously work on multiple customer issues with the ability to easily switch between them without losing context.
  • Inline quick-replies: pre-configured responses reps can use quickly reply to customers.
  • Inline notes: Service reps can take notes related to a case without having to move out of the case window.

Supervisor experiences

Supervisors can track metrics for customer service reps throughout the day, such as conversations handled and average handling times. They can monitor conversations between service reps and customers in real-time and assist by consulting only with the service rep or by engaging both the customer and the service rep.

Unified routing and work distribution

This capability already exists for sources such as email, but it is being expanded for chat and SMS messaging as well. You can define rules to rout certain issue types to certain service reps or teams.

Live chat

This is a very good enhancement. It’s another channel with which to interact with customers and it increases a service reps productivity because they can engage with multiple customers at one time, as opposed to the phone.  Of the various features offered, there are 3 that stand out:

  1. Pre and post-chat questionnaires
  2. Data masking to protect sensitive information
  3. Chat transcripts can be downloaded and emailed by customers.


Now you can setup native two-way conversational messaging. You no longer need to use Flow to do this. It can be setup to send automated notifications such as case updates or thank you messages. Note: Customers will need an SMS subscription with Telesign to leverage the two-way texting capabilities.

'D365 Virtual Agent for Customer Service' integration with 'Omni-channel engagement hub'

You can automate routine customer conversations, thus letting agents focus on high-value interactions. If you’ve interacted with the customer service chat of a large corporation, there’s a chance you have already interacted with a virtual agent.

The key capabilities are:

  • Route incoming chat requests to virtual agents
  • Enable escalation of conversations from virtual agents to a human agent
  • Provide full transcript to human service reps they engage with customers
  • Enable customer service managers to monitor conversations being handled by virtual agents.

Bring your own bots

Think of this as customers connecting their own virtual agents, also known as bots (built on Microsoft Bot Framework), to the Omni-channel Engagement Hub ecosystem with similar capabilities listed above for the D365 virtual agent for customer service.

Download full list of April '19 release notes here. Find out what's new and planned for AI for Customer Service here



Chris Weilandt is a Senior Solution Architect at Edgewater Fullscope. He has 9+ years of Dynamics 365 (CRM) consulting experience and has been working with Microsoft Gold Partners since Dynamics CRM version 4.0. Completing over 80 Fullscope CRM implementations, Chris has experience across various industries with emphasis on Manufacturing and Finance.

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