2021 Wave 2 Release Highlights for Dynamics 365 Customer Service

by | September 8, 2021 | Dynamics CRM

The 2021 Wave 2 Release of Dynamics 365 is set to deploy in October and will include updates to every business app. In this blog, we’ll highlight the release updates coming to Dynamics 365 Customer Service.

The 2021 October release of Dynamics 365 Customer Service will focus on four key areas:

  • Enable customers to be up and running quickly.
  • Deliver the all-in-one contact center.
  • Improve knowledge authoring and management.
  • Transform contact center routing.

Agent Experiences and Productivity in Dynamics 365

Agent Workspace Inbox View:

  • Allows agents to effectively navigate their emails or conversations and address their customers’ issues in a timely manner while using the core productivity features of their agent desktop, such as timeline, recent cases, AI-based suggestions, and knowledge search.

Usability Improvements:

  • Simplified navigation that currently needs to be enabled by administrators will be available by default.
  • Migration of productivity tools to the new extensible App side pane.

Increase Agent Productivity with Contextual Collaborating Using Embedded Microsoft Teams:

  • Agents who use Dynamics 365 Customer Service can easily collaborate with anyone within their organization, such as agents from other departments, supervisors, customer service peers, or support experts, over Microsoft Teams to resolve customer issues, without leaving the case or conversation. Chats over Teams will be linked directly to Customer Service records, enabling a contextual experience.
  • Chat with Contacts.
  • Access to AI-driven suggestions of agents who resolved similar cases.
  • Link and unlink chats to case records.

Modern Control for Subject Entity:

  • New user experience that will make it easier to view and search the subject tree hierarchy.

Improvements to the Universal Resource Scheduling-based service scheduling experience:

  • Requirement groups allow you to define groups of resources that would be appropriate for a job and to then schedule all of those resources with a single search. The new schedule board will now support requirement groups, enabling users to directly make or update a booking.

Scheduling and IoT capabilities in Customer Service workspace:

  • Brings to Customer Service workspace the ability for agents to seamlessly manage appointments using the scheduling capabilities, and proactively resolve issues created from IoT alerts by leveraging the IoT capabilities.
  • Set up resources, resource categories, services, and so forth.
  • View and manage schedules on the schedule board.
  • Manage appointment and service activity bookings.

AI-suggested keywords and brief description for knowledge articles:

  • Automatic suggestion of article keywords based on an article’s title, content, and existing keywords present on the article.
  • Automatic suggestion of article description based on the article content.

Relevance search integration for knowledge management in portals:

  • Enable portal users to use relevance search to search the knowledge base.
  • Filter knowledge articles by product or language.

Usability improvements in knowledge management:

  • Easy and intuitive experience for adding and managing knowledge article attachments.
  • Visual cue to help distinguish internal and external knowledge content in the knowledge search results card.
  • Improvements to the publishing experience.
  • Reordered knowledge article command bar to allow easier access to frequently used actions.

Omnichannel voice:

  • Variety of enhancements including:
    • Call intelligence.
    • Call recording.
    • Call transcription and real-time sentiment analysis.
    • Consult and transfer.
    • Direct outbound calling.
    • Embedded analytics for voice channel.
    • Intelligent voice bot via Power Virtual Agents and Microsoft Bot Framework.
    • Modern admin experience.
    • Supervisor monitoring and barge.
    • Topic clustering for voice.

Learn more about each of these features and other updates coming in the October 2021 Wave 2 Release here.

If you’re not currently using Dynamics 365 Customer Service, reach out to the experts at Stoneridge to learn about how each solution can help you reach your goals.

If you are using Dynamics 365 currently, we’d love to help you get the most out of your solution and put these new features into your processes. Contact us today to start the conversation.


Related Posts


Submit a Comment

Your email address will not be published. Required fields are marked *

Upcoming Events


01sep10:00 am10:30 amEnsuring Quality and Compliance for Batch Manufacturers in Life Sciences

01sep12:00 pm12:30 pmIs it Worth It to Move to the Cloud? A Look at Considerations for Current Agribusinesses Using Dynamics GP

01sep2:00 pm2:45 pmWhat’s New in Dynamics 365 Finance and Supply Chain

09sep11:00 am12:00 pmConfab Live with Stoneridge – Data Strategy and Reporting – Mining Decision Making Insights

15sep10:00 am11:00 amSolving the Biggest Challenges in Agribusiness Through Innovation and Technology

22sep12:00 am12:30 pmSimplifying Payroll and HR Management with ADP Workforce Now

22sep10:00 am10:30 amStreamlining Batch Manufacturing with Technology

22sep2:00 pm2:30 pmProcess Automation for Microsoft Dynamics D365 for Business Central, Finance and Operations and GP

23sep11:00 am12:00 pmConfab LIVE with Stoneridge - Riding the Wave 2 Release – Key Features Coming to Dynamics 365 this October

27sep(sep 27)9:00 am15oct(oct 15)11:00 amDynamics 365 Finance & Supply Chain Development Training - Online Workshop

29sep10:00 am11:00 amTop Five Reasons Why NOW is the Right Time to Move from Salesforce to Dynamics 365 Customer Engagement

29sep12:00 pm12:45 pmUnderstanding Job Costing and Tax Management in Business Central

29sep2:00 pm3:00 pmDigitalizing Horticulture & Agriculture - How to Sell Plants Online and Simplify Business Management

30sep12:00 pm4:00 pmSecurity and Permissions Training for D365 Business Central or Dynamics NAV


27sep(sep 27)9:00 am15oct(oct 15)11:00 amDynamics 365 Finance & Supply Chain Development Training - Online Workshop

06oct10:00 am10:30 amPreview of D365 Business Central Fall Release Features and Functionality

06oct12:00 pm12:30 pmInsider's Guide to New Features Available in the Fall Release of D365 Finance and Supply Chain

07oct11:00 am12:00 pmConfab LIVE with Stoneridge - Dataverse and Dynamics in Review – Let’s Get Technical

21oct11:00 am12:00 pmConfab LIVE with Stoneridge - Dataverse and Dynamics in Review – Let’s Get Functional

26oct(oct 26)9:00 am28(oct 28)5:00 pmStoneridge Connect Leadership and Community Conference

About Stoneridge
Stoneridge Software is a unique Microsoft Gold Partner, with emphasis on partner. With specialties in Microsoft Dynamics 365, Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP and Microsoft Dynamics CRM, we focus on attracting the most knowledgeable experts in the field to our team, and prioritize delivering stellar solutions with maximum impact for your business. At Stoneridge, we are deeply committed to your results. Each engagement is met with a dedicated team, ready to provide thorough, tailored, and expert service. Based in Minnesota, we intentionally “step into your shoes,” wherever you are. We focus on what you care about, and develop trusting, long-term relationships with our clients.

Subscribe To Our Blog

Sign up to get periodic updates on the latest posts.

Thank you for subscribing!