On June 4, 2024, we introduced the latest milestone in our journey towards modernizing customer engagement: Microsoft Dynamics 365 Contact Center, a Microsoft Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.  

Dynamics 365 Contact Center

A complete solution for contact centers

Learn more

Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers. Organizations will benefit from new native capabilities such as generative AI, technology from Nuance, and much more all built from the ground-up to power mission-critical service operations with extensive scale and reliability on the hyperscale cloud platform of Azure.    

Key benefits of Dynamics 365 Contact Center

Dynamics 365 Contact Center key capabilities include: 

Effortless self-service 

• Customers have the freedom to engage in their channel of choice across voice, SMS, chat, email, and social media apps.
• Sophisticated pre-integrated copilots for digital channels drive context-aware, personalized conversations for rich self-service experiences. 
• Provide a frictionless conversational interactive voice response (IVR) experience in real time through natural, human-like interactions. 

Accelerated human-assisted service 

• Intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and minimizing wasted effort. 
• Agents gain a 360-degree view of customers and AI tools for real-time sentiment analysis, translation, transcription, and more to help streamline service. 
• Let Copilot automate repetitive agent tasks such as conversation summary, drafting emails, suggested responses, and knowledge search. 

Operational efficiency 

• Generative AI based real-time reporting allows service leaders to optimize contact center operations across all support channels including their workforce. 
• Maximize Copilot by connecting it to an organization’s existing data and business applications using more than 1,200 pre-built connectors that eliminate the need for expensive IT integration. 
• Empower employee helpdesk and human resources functions using Microsoft Teams as a secure, integrated engagement channel. 

Dynamics 365 Contact Center customer stories

We’re thrilled to see the initial impact that our early adopter customers and partners are having with Dynamics 365 Contact Center:  

“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence”

Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.  

“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction”

Ian Au-Yeung, Chief Revenue Officer, Synoptek 

“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.”

Ritu Thakur, Head of Group Operations, AIA Group   

Take the next step 

Available now for $110 per user/month, Dynamics 365 Contact Center includes digital and voice channels as well as individual channel options for purchase.¹   

Additionally, we are introducing Microsoft Dynamics 365 Customer Service Premium—a new offer combining Dynamics 365 Customer Service Enterprise with Dynamics 365 Contact Center for customers seeking to consolidate on an integrated, generative AI-powered contact center and CRM service solution that delivers personalized customer journeys. Dynamics 365 Customer Service Premium is available now for $195 per user/month.² Customers with existing Dynamics 365 Customer Service Enterprise licenses adopting Dynamics 365 Contact Center will have the ability to move to Dynamics 365 Customer Service Premium. 

Learn more about Dynamics 365 Contact Center. 

^1,2 Pricing is accurate as of June 2024. For additional pricing information, see here.

The post Microsoft Dynamics 365 Contact Center is now generally available  appeared first on Microsoft Dynamics 365 Blog.

We’re excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service. With this latest release, agents can now search for other agents based on specific skills, facilitating seamless consultations and transfers during customer interactions. 

Empowering agents with skill-based search 

In today’s fast-paced customer service environment, it’s crucial for agents to have access to the right expertise at the right time. With our new skill-based search functionality, agents can now easily identify and connect with other agents who possess the necessary skills to address customer inquiries effectively.

Efficient consultations and transfers 

During a conversation with a customer, agents can initiate a consultation with another agent by specifying desired skills such as language proficiency or product knowledge. The system will then display a list of agents who match the specified criteria. The list includes their names, presence status, and relevant skills. 

Seamless user experience 

We’ve also redesigned the entire user interface for consult and transfer, providing agents with more modern and intuitive controls. We also made it easier to find the right agent without needing to scroll.

Optimal service delivery 

By enabling agents to search for and collaborate with other agents based on skills, organizations can provide optimal customer service. This optimization helps significantly reduce misroutes. Agents can quickly consult with experts in specific areas, ensuring that customer inquiries are addressed by the best-suited agent, ultimately enhancing customer satisfaction and loyalty. 

Enable skill-based search for your agents 

The latest release will have this default on for all customers. Administrators do not need to perform additional configuration steps to turn this on. 

We’re committed to continuously improving our platform to meet the evolving needs of our customers. Stay tuned for more updates and enhancements to come! 

Learn more 

Watch a quick video introduction.

The post Try skill-based agent search in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Introduction

This blog post is a follow-up to the Leverage Warehouse management only mode to optimize your business blog post. Warehouse management only mode was presented as a transformative tool for enhancing warehouse operations without the need for extensive system overhauls. Warehouse management only mode improves efficiency, and flexibility within existing infrastructure. The preview release of Warehouse management only mode was explored to discover its potential in revolutionizing warehouse management practices.

In this blog post you will learn about how a wholesaler used the Warehouse management only mode feature in Microsoft Dynamics 365 Supply Chain Management to handle shared warehouse operations for multiple sales subsidiaries.

Business requirements

The client’s requirement was to distribute product master data among all sales subsidiaries, and to restrict each one to managing only their own physical inventory in the same distribution centre (DC) building. The DC building needed to handle all inbound, outbound, and correction updates for all sales subsidiaries.

Implementation

The client chose to use Microsoft Dynamics 365 Supply Chain Management in a single-instance deployment model. They set up a separate legal entity for each sales subsidiary and an additional legal entity for distribution.

The implementation uses an inventory owner dimension for each sales subsidiary to control the physical inventory in the DC for the same item numbers. This ensures that the DC only allows shipping an item when physical inventory exists for the related legal entity.

The distribution legal entity maps item numbers using a dedicated source system record to define the source system items.

Each sales subsidiary has an external warehouse linked to the DC building in the distribution legal entity.

The system automatically creates inbound and outbound shipment orders each time a sales subsidiary releases purchase and sales orders against the DC.

The DC can combine several shipment orders from different sales subsidiaries into a single load and report back via an external warehouse shipment order updates message to each of the legal entities, when it completes the receiving or shipping of the requested inventory.

In each sales subsidiary an automated process updates the related purchase and sales order line transactions, so each sales subsidiary can continue with the order processing.

Conclusion

In conclusion, the integration of Warehouse management 0nly mode within Microsoft Dynamics 365 Supply Chain Management has effectively addressed the intricate demands of the wholesaler, facilitating streamlined management of shared warehouse operations across multiple sales subsidiaries. Through the utilization of this advanced feature, the client has realized significant improvements in efficiency and flexibility within their existing infrastructure.

The establishment of separate legal entities, coupled with meticulous configuration of inventory owner dimensions and source system mappings, has ensured seamless management of physical inventory for each sales subsidiary within the distribution centre. Moreover, the automation of inbound and outbound shipment orders, alongside the capability to consolidate multiple orders into a single delivery, has greatly enhanced logistics processes and overall operational efficiency.

As a result, the wholesaler is positioned to capitalize on the benefits of this implementation, with optimized warehouse management practices fostering smoother operations and laying the foundation for future growth and success. Don’t miss this opportunity to try out this feature and see how it can transform your business. 

Learn More

Try out the preview release today and get ready to experience the power of Warehouse management only mode.

To learn more about how Warehouse management only mode works and how to set it up, see Warehouse management only mode in Supply Chain Management.

Dynamics 365 Supply Chain Management capabilities

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment – Learn More

The post Maximizing Efficiency: Operating an External Shared Warehouse with Warehouse Management Only Mode appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Empower your manufacturing journey with Tracked Components: Unveiling the future of precision, compliance, and efficiency in Dynamics 365 Supply Chain Management

Introduction

We’re thrilled to unveil the public preview of our latest feature, Tracked Components, as part of our manufacturing capabilities in Dynamics 365 Supply Chain Management. This feature, released in version 10.0.40 on April 26 2024, streamlines the process of registering batch and serial numbers for components used in manufacturing processes, seamlessly matching them to the batch and serial numbers for the finished products being produced.

Enhanced track and trace capabilities in manufacturing offer a compelling value proposition. They provide real-time visibility into the supply chain, ensuring quality control, regulatory compliance, risk mitigation, enhanced productivity, and improved customer satisfaction. These systems empower manufacturers to optimize operations, reduce errors, and base decisions on data, ultimately leading to increased efficiency and superior products.

Boosting Manufacturing Precision with Tracked Components

At Contoso Inc., Jody, responsible for assembling loudspeakers, must register the serial numbers of the components used and match them to the speaker’s serial number during assembly.

Jody selects the assembly job she is working on in the Production Floor Execution interface and open the Tracked components page. First, Jody scans the serial number of the speaker, and then the serial numbers of the two tracked components used in the assembly. The association between the serial numbers of the components and the serial number of the speaker is now complete. As Jody completes the assembly job, all the serial numbers Jody registered are automatically deducted from inventory and consumed.

During quality inspection, an issue is discovered with on one of the speakers Jody assembled early that day. Peter, the quality supervisor, opens the Item tracing report and scans the serial number of the affected speaker to trace the component serial numbers used for further inspection.

Additional information

• Batch and serial numbers can be registered as tracked components in both production and batch orders.
• This feature is accessible in both the web client and the production floor execution interface. Within the web client, the interface for registering tracked components is accessible from various points such as routes, jobs, picking list journals, start and report as finished dialogs, and the current operations page.
• Batch and serial numbers can be registered using either the keyboard or barcode scanning operations. The feature supports GS1 barcodes, enhancing efficiency by reducing the number of scans required during the registration process.
• This feature is prepared for integration to the Traceability add-in for Dynamics 365 Supply Chain Management. The Traceability feature (coming in 2024) seamlessly integrates with the tracked components feature, offering visibility into the genealogy tree, also known as the As-Built BOM structure. This integration enables tracking of the assembly process throughout manufacturing. Furthermore, the feature includes forward and backward search capabilities against the genealogy tree. This empowers manufacturers to not only trace product histories but also manage component associations with greater precision.

Key Business benefits to utilizing Tracked Components

Benefits of Introducing Tracked Components in Manufacturing for Dynamics 365 Supply Chain Management:

• Enhanced Efficiency: Tracked Components streamline the process of registering batch and serial numbers for components used in manufacturing processes. This efficiency boost translates into time savings and smoother operations on the production floor.
• Improved Quality Control: With real-time visibility into the supply chain, manufacturers can ensure that components meet quality standards before they are used in production. This proactive approach minimizes the risk of defects and rework, ultimately improving the overall quality of the finished products.
• Regulatory Compliance: Tracked Components help manufacturers stay compliant with regulations by providing accurate documentation of component usage and traceability throughout the production process. This ensures that products meet regulatory requirements, reducing the risk of fines or penalties.
• Risk Mitigation: By enabling quick and accurate tracing of component serial numbers, manufacturers can promptly identify and address any issues that arise during production. This proactive approach minimizes the impact of potential disruptions and reduces the risk of product recalls or warranty claims.
• Enhanced Productivity: The seamless integration of Tracked Components into existing workflows allows manufacturers to optimize operations and minimize errors. This increased productivity translates into faster production cycles and higher output levels, ultimately improving overall efficiency.
• Improved Customer Satisfaction: With better quality control and more efficient production processes, manufacturers can deliver products that meet or exceed customer expectations. This leads to higher levels of customer satisfaction and strengthens relationships with clients.

Conclusion

In conclusion, Tracked Components for Dynamics 365 Supply Chain Management offer a significant boost to manufacturing efficiency and transparency. This feature enables seamless batch and serial number registration and tracing, ensuring quality control and enhancing productivity. With real-time visibility and barcode scanning support, it streamlines operations and integrates seamlessly into existing workflows. The integration with the Traceability add-in further enhances functionality, promising improved efficiency and compliance. Overall, Tracked Components revolutionize manufacturing processes, optimizing operations and customer satisfaction.

Learn more about Dynamics 365 Supply Chain Management

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment: Supply Chain Management | Microsoft Dynamics 365

Dynamics 365 increases agility and resilience through supply chain modernization. Plan with confidence, maximize asset uptime and streamline fulfilment to improve overall profitability learn more here with our Supply Chain Modernization Guided Tour

Learn more about how to register and track batch/serial numbers for finished products and their components (preview) – Documentation

The post Introducing Tracked components for Dynamics 365 Supply Chain Management appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Introduction:

The introduction of the Automatic re-waving of shipment lines failed to be allocated is solving issue where failed lines needed to be handled manually in the “Maintain shipments” form. This feature empowers warehouse managers to schedule checks for incomplete shipments to be re-waved and completed. In the past, this would have been a manual task for a warehouse manager to manage, actively going through a list of incomplete shipment lines and manually reprocessing them for the shipments to be completed. This process was time-consuming every time an exception happened, and lines did not manage to allocate inventory.  
A scenario where this could occur would be if inventory levels in a specific picking location were not available. If that was the case, the system would previously add that failed shipment to a list of incomplete shipments, which a warehouse manager would then have to manually manage.  

 With the Auto Add to Shipments feature, failed shipment lines will be automatically re-added to a new wave, ending the need for manual exception handling.  
Warehouse administrators have the flexibility to configure this as a batch job. This type of exception management allows our outbound processes to continue even when unforeseen accidents or events occur, without need for hours of manual labor spent on reprocessing the failed waves.  

Image: Warehouse Manager reviewing inventory

In this image, we get a screenshot of the Auto add shipments to wave menu, where the user can do a variety of things, but most importantly we can set up the recurrence for how often we want our failed shipments to be re-run.  

As we can see on the Auto add shipments to wave menu, there is a field named WHS rewave counter and has a default setting of 5. This means that we will only be able to re-wave our shipments a maximum of 5 times. If there is a scenario where we would like this shipment to be re-waved even after the fifth attempt, users can add a shipment ID manually through this page, which enables these previously failed shipment lines for another five re-wave attempts.  

 We can see on the image below that in the form “WHSWaveProcessingRemovedShipment” that one shipment line has failed, and we receive an error message that gives us a hint on why this happened. As we can see, the Shipment status is still “open”, which means the shipment will not be removed from the table. In the WHS rewave counter column there is a 0, which tells us we have not yet tried to re-run that shipment. In the Wave ID field, we can also see the Wave that was affected.

In the image below, we get a snapshot of what the set up for the removal of re-waved shipment lines from the earlier mentioned form looks like. On this screen, users can set up when and how often the re-waving cleanup job should run.

How does the cleanup job work?

The cleanup job was introduced to this feature to avoid failed shipment lines being stuck in the “WHSWaveProcessingRemovedShipmentCleanup” form if they could not be re-waved. Users do not have to set up a cleanup job for the Auto add to shipments feature, however, that means that the staging form will hold lots of shipment lines that have not been re-waved successfully after the maximum number of attempts. The cleanup job will remove lines from the form either via the Cleanup wave threshold field or the Last update older than given number field. This allows users to choose whether they want to remove that line from the form either through a re-wave threshold or after a certain number of days have passed.

In the Cleanup rewave threshold field, users can select how many times they want their shipment lines to be re-waved before they are removed from the ‘WHSWaveProcessingRemovedShipment‘ form.
That means, even as we have the default setting of five attempted re-waves, the cleanup job can remove shipments from the ‘WHSWaveProcessingRemovedShipment’ form earlier than after 5 attempts, by selecting a number lower than 5.
This can be useful if you would only like failed shipment lines to be re-waved a maximum of let’s say 3 times, before they are removed from the ‘WHSWaveProcessingRemovedShipment‘ form.

In the Last update older than given number field, users can select to remove failed shipment lines based on this criterion as well. Setting this to 30 means cleanup job will run and remove all failed shipment lines with the last update being older than the given number. This means, if we select 30 as our number, if we have a shipment line that was last updated 31 days ago, when the cleanup job runs, that line will be removed from the ‘WHSWaveProcessingRemovedShipment‘ form.

Areas of use:

Conceptually, this feature is suited for all kinds of industries, and can aid your outbound processes in more ways, but primarily focuses on scenarios that require exception management related to failed allocation of inventory from a picking zone. This mainly occurs when we allow inventory reservations for e.g., sales orders that are not stored in a picking location or your inventory due that inbound receiving and put-away has not been completed yet, or that production facility has reported inventory after production has been completed but not yet conducted finished goods put-away.

By enabling the re-waving feature for Dynamics 365 Warehouse Management, users reduce time consumption by handling uncompleted shipments, avoiding manual exception handling, and making sure that all shipment lines not allocated will be automatically re-waved and not forgotten.

Take your warehouse to the next level and achieve more with Microsoft Dynamics 365!

More details

Learning articles can be found at: Automatic rewaving of nonallocated shipment lines – Supply Chain Management | Dynamics 365 | Microsoft Learn

Welcome to join Yammer group at: Dynamics 365 and Power Platform Preview Programs : Dynamics AX WHS TMS  

Dynamics 365 Supply Chain Management capabilities

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment – Learn More

The post Streamlining Shipment Processes with Automatic re-allocation of non-allocated shipment lines.    appeared first on Microsoft Dynamics 365 Blog.

Field service management is a complex process that requires seamless coordination among technicians, customers, equipment, and suppliers. To address these complexities, we have introduced two new capabilities in Dynamics 365 Field Service to make this easier.

The first capability, Complete Work Order by Status, allows field service organizations to use a booking status to indicate if further work is required to complete a work order. This feature gives technicians the flexibility to indicate when additional work is needed on a work order, streamlining the process for field service teams to gain better insight into the tasks required to fulfill a work order.

The second capability, Complete Booking While Preserving End-Time, ensures that when a booking is marked as completed by someone other than the assigned resource, the end-time value will no longer automatically update to the current timestamp. Instead, it will retain the end-time value of the booking. This helps ensure accuracy and consistency in the record-keeping process.

These features aim to optimize service delivery, reduce costs, and enhance customer satisfaction. Now, let’s explore each feature in greater detail.

Complete Work Order by Status

Why is it needed?

In the Field Service industry, it’s not uncommon that what begins as a routine service request can morph into a complex task, requiring multiple follow-up visits to finalize a work order.

Consider a scenario where a commercial building is experiencing recurrent refrigerant leaks from its rooftop HVAC unit. Typically, these leaks are addressed by replacing a worn-out seal. However, upon closer examination, it becomes evident that the evaporator coil is corroded and requires replacement. This insight only emerges once the field service technician arrives on site. Typically, when this occurs, technicians find themselves without the required parts for immediate repairs. This results in the need to contact suppliers, procure necessary parts, and schedule follow-up visits—unforeseen tasks not factored into the initial work order creation. In this scenario, the technician would close the booking while still needing to acknowledge the need for a follow-up visit to complete the work order.

Previously, field service teams encountered challenges in accurately reflecting this information without implementing custom logic. However, with the introduction of the “Complete Work Order by Status” feature, these unexpected visits can now be effortlessly marked as requiring follow-up by utilizing a booking status to indicate the need for further work to fulfill the work order.

How it works?

To configure this feature, administrators should access the Resources section within Dynamics 365 Field Service. Navigate to Booking settings and choose Booking Status. Here, administrators can either select an existing completed status or create a new one. Next, administrators should navigate to the Field Service tab within the selected booking status. Within the “Field Service Status” dropdown, update the “Status Completes Work Order” toggle to “off”.

Upon adjusting this setting, technicians can utilize the newly configured booking status to indicate both the completion of a booking and the need for follow-up work on the associated work order. This adjustment optimizes the workflow for field service teams and enhances their understanding of the tasks necessary for work order fulfillment.

Complete Booking while preserving ‘End Time’

Why is it needed?

Field Service technicians are the backbone, tirelessly striving to meet deadlines, resolve customer issues, and ensure tasks are completed promptly. However, amidst their hectic schedules, oversights may arise, such as neglecting to mark a job as “completed” once finished. In such cases, dispatchers or field service managers step in to manually update the booking status on behalf of the technician.

For example, a dispatcher schedules a repair job from 1:00 PM to 2:00 PM. Despite an unforeseen delay, the technician completes the task at 2:00 PM but forgets to update the booking status to “completed.”

The dispatcher later notices the oversight and manually marks the booking as completed at 9:00 AM the following day.

Previously, this would inaccurately reflect a job duration of 19 hours, with the end time value set to 9:00 AM. With the implementation of the new “Complete bookings while preserving end-time” logic, when a user other than the assigned resource updates the booking to complete on behalf of the technician, the original end-time value of 2:00 PM is maintained.

How it works?

Exciting update: No setup is needed! When a booking is marked as completed by someone other than the assigned resource, the end-time value will no longer automatically update to the current timestamp. Instead, it will retain the end-time value prior to completion. This ensures accuracy and consistency in the record-keeping process.

We’re eagerly anticipating your experience with these new updates! Feel free to share your thoughts with us.

Share Your Feedback for Continuous Improvement

These new capabilities for Dynamics 365 Field Service are designed to simplify tasks for technicians and empower field service teams with enhanced tracking abilities for work orders and bookings. These advancements offer precision and efficiency, driving improvements in service quality, cost reduction, and customer satisfaction.

Explore more on Dynamics 365 Field Service documentation and share your feedback within the Field Service product or via our ideas portal. Your input drives continuous improvement for enhanced operational performance.

The post Optimize Service Delivery with improved booking capabilities in Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

In today’s dynamic business environment, efficient resource allocation and planning are paramount for the success of any organization. Microsoft Dynamics 365 Customer Service brings a powerful forecasting feature that empowers businesses to predict and manage their service volumes and agent demands effectively. Leveraging AI-based algorithms, this intelligent forecasting model runs behind the scenes, analyzing historical data and trends to provide accurate predictions. With the ability to forecast both volume and agent demand, organizations can streamline their operations, optimize resource allocation, and ultimately enhance customer satisfaction. This blog post focuses on volume forecasting for cases and conversations as well as agent forecasting for conversations. 

Front-office and back-office forecasting 

Dynamics 365 Customer Service recognizes the diverse nature of service channels, distinguishing between front office and back-office operations. Front office channels encompass voice, chat, email, messaging, and social channels, representing direct interactions with customers referred to as conversations in Dynamics 365. Back-office operations, on the other hand, refer to cases that require internal processing and resolution. Customer Service offers flexibility in forecasting front-office, back-office, or blended agents. This capability enables organizations to tailor their strategies to the specific needs of each operational area, ensuring optimal resource utilization and service delivery. 

Volume forecasting 

Forecasting provides daily forecasts for case and conversation volumes for up to six months into the future. Daily forecasts enable organizations to anticipate and prepare for fluctuations in service demand. Additionally, the system offers intraday forecasts at 15-minute intervals. Intraday forecasts allow for granular planning up to six weeks ahead. This level of foresight empowers businesses to allocate resources efficiently, ensuring optimal service levels. 

Agent Forecasting 

In addition to volume forecasting, organizations can forecast agent demand for conversations on a daily interval for up to six months into the future. Like volume forecasting, the system provides intraday forecasts at 15-minute intervals, allowing for precise resource allocation and scheduling. 

Incorporating service-level metrics 

The feature considers operational metrics such as service level, shrinkage, and concurrency when forecasting agent demand. By considering these factors, organizations can ensure that the agent capacity forecast aligns with service level agreements and operational constraints, maximizing efficiency and customer satisfaction. 

Auto-detection of seasonality 

By analyzing historical traffic patterns, our AI model automatically detects seasonality, enabling more accurate forecasts. This feature helps organizations adapt their operations to seasonal variations in service demand. Addressing these variations helps organizations maintain high service levels regardless of fluctuations in customer activity. 

Auto-detection of holidays 

Our forecasting model utilizes historical traffic patterns to automatically identify holidays, which leads to more precise predictions. This functionality assists organizations in adjusting their operations according to holiday-related changes in service demand across various regions, guaranteeing that they can maintain optimal service levels despite fluctuations in customer activity during holidays. 

Forecast vs. actual charts 

User-friendly charts are available to visually represent service volume and agent demand forecasts alongside actual performance across daily, weekly, and monthly intervals for up to six months. This comparison enables organizations to assess the accuracy of their forecasts and identify areas for improvement.

Customizable slicing and exporting 

The flexibility of forecasting extends to its ability to slice forecast data by channels and queues, providing insights tailored to specific operational needs. Moreover, users can export forecast data into a spreadsheet for further analysis or integration with other tools, enhancing the usability and accessibility of the forecasting feature. 

Key considerations for accuracy 

We recommend the following criteria for using historical data to generate accurate forecasts. 

Non-sparse data: The dataset contains information for every day, ensuring that there isn’t missing or incomplete data. Each day has a recorded volume, providing a comprehensive set of observations. 

Clear weekly pattern: The data shows a weekly pattern, wherein the volume consistently follows a specific trend. For instance, weekends consistently have low volumes, while workdays show higher volumes, and vice versa. This pattern helps establish a reliable basis for forecasting. 

Volume-based accuracy: If the criteria are met, the forecast quality improves with larger volume inputs. Higher volumes of data contribute to a more accurate and robust forecast. 

Absence of level shift: Recent days and future periods don’t experience any sudden or significant shifts in volume levels. This absence of sudden changes ensures that the historical patterns stay relevant and dependable for forecasting purposes. 

Longer historical data set: If all the above criteria are met, a longer history of data further improves the forecast accuracy. A greater historical data set provides a more comprehensive understanding of the patterns and trends over time. With an extended history, the forecast model can capture and incorporate more variations, leading to more accurate predictions. 

Weighting recent forecast accuracy: When considering future periods, understand the forecast’s accuracy tends to be higher for more immediate timeframes. As time progresses, the certainty and precision of the forecast may decrease. Therefore, the most recent forecast should be given more weight and considered to have better accuracy compared to future forecasts. 

Stay ahead of the curve

In conclusion, forecasting offers a comprehensive solution for predicting support volumes and agent demand, empowering organizations to optimize their operations and enhance customer satisfaction. With daily and intraday forecasts, and auto-detection of seasonality, businesses can achieve greater efficiency and agility in their service delivery. With Dynamics 365 Customer Service, organizations are driving success and growth through effective resource planning and management. 

Learn more about forecasting

To learn more about forecasting, read the documentation: Forecast agent, case, and conversation volumes in Customer Service | Microsoft Learn

The post Maximize efficiency with forecasting in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

In the dynamic field of service management, efficiency, accuracy, and streamlined processes are key. The new work order experience in Dynamics 365 Field Service, introduced in the 2023 release wave 2 (release plan), offers a refreshed user interface that revolutionizes work order creation, management, and scheduling. We’ve continued to refine and add new features based on your feedback, and starting wave 1 2024, the new experience will be the default for all organizations (release plan). 

What Is the New Work Order Experience?  

The new work order experience is a complete revamp of the existing work order management system within Dynamics 365 Field Service. It simplifies the entire lifecycle of work orders, easing seamless collaboration among service managers, technicians, and dispatchers. Here are the key features: 

1. Experience the power of Copilot: Achieving operational excellence and building customer trust are paramount for organizations. Copilot, your companion in this journey, provides a summary of the current work order to help you get up to speed quickly. The contextually aware booking card suggests next steps, making the transition from incoming work to completed work smoother.
2. Streamlined forms: The new work order form features visually appealing layouts with fields that can be quickly updated, reducing clicks by up to 39%. Say goodbye to cumbersome data entry and hello to efficiency.
3. Enhanced Work Order List: The revamped work order list lets you understand what’s most important to you by introducing visuals to denote work order status, priority, and booked resources. Common actions are readily accessible inline or through the all-new side pane, dropping the need to open a full form for minor updates.

Let’s explore each of these capabilities in more detail.

Overview of the new experience

Work Order Grid

We’ve rebuilt the work order grid from the ground up to increase performance and enable new capabilities such as inline editing of commonly changed fields like priority. We’ve enhanced the visual appeal of the status field and recently added the ability to see booked resources too. You can now configure whether you want just the work order ID or all linked entities to be clickable in the grid. Lastly, we’ve built inline actions and introduced a side pane for quick edits within the flow of work. 

Work Order Form

We’ve updated the work order form to reflect how most organizations manage their work from start to finish. The most vital information is now in the General tab, we’ve merged billable work into a unified Products and Services section, we’ve grouped tasks and inspections under Tasks, and we’ve pulled all reference materials – such as knowledge articles, Dynamics 365 Guides, and timeline media – into the References tab.

General

We reorganized the general tab into a two-column setup for improved readability and better usability, focusing on the most essential information for service organizations. These enhancements are designed to make your daily tasks smoother and more efficient, based on user feedback and telemetry. Key improvements include: 

• Copilot summary: Copilot helps you quickly catch up on work details and suggests next steps based on the work order status.
• Contextually-aware booking card: This card is an evolution of the business process flow in Field Service, guiding you through the process of moving a work order from unscheduled to completed effortlessly.
• Asset card redesign: Set and view primary assets, along with any assets linked to products or services, with improved visualization and navigation of the asset hierarchy.
• Revamped location card: Easily pinpoint where work needs to be done on a map, with an enhanced visualization of functional locations using a hierarchical breadcrumb.
• Modernized contact card: Introduction of profile cards for detailed information on issue reporters and primary account contacts, facilitating easy communication via email, call, or Teams message.
• Improved priority field: Features color-coded priority indicators for better understanding of emerging priorities.
• Unified Status and Sub-status Field: Select both status and sub-status from a single field, with new color indicators for quick visual reference. 
• Timeline notes counter: Quickly check if there are any linked notes in the timeline, reducing the need to access the full timeline experience within the general tab.
• Simplified action bar: Streamlined interface with commonly used actions, reducing clutter and focusing on essential functions.

Products and Services

We’ve unified the Product and Services into a single tab, with a unified summary of financials atop it. Service managers can easily switch between the products and services view, make changes to used inventory and services inline, and open the side pane for more detailed changes. 

Tasks

The tasks section captures the steps that need to be done to complete the work. A summary card keeps count of scheduled vs. completed tasks and duration. You can also visualize if a tasks includes linked items to help technicians complete their work with Dynamics 365 Guides or capture their work result with inspections.

Reference

You can now find all your references in a unified experience that includes knowledge articles that capture fixes or known issues for commonly encountered issues, Dynamics 365 Guides that are linked to tasks, and media that has been attached to the timeline.

Side Panes

The introduction of the side panes is one of the biggest changes in the redesigned work order experience. Side panes allow you to see more details or make minor tweaks to related content in the context of your work. From being able to make tweaks to work order instructions from the work order grid, to updating product inventory financial data in a form, side panes keep you productive. Side panes are available in the work order grid, products and services grids, tasks grids, and when opening related items such as assets.

Transitioning to the new experience

Embracing change can be daunting, but the benefits are worth it. Starting wave 1 2024, the new experience will be the default for all organizations. There are several reasons why organizations should consider transitioning to the new experience starting now:

1. Stay ahead: The field service industry is evolving rapidly. By adopting the new work order experience, you position your organization at the forefront of innovation.
2. Future-proof your processes: Microsoft’s commitment to continuous improvement means that the new experience will evolve further. Be part of that journey.
3. Training and support: Microsoft provides resources to help you transition smoothly. We’ve invested in robust documentation to guide you and your organization through the process.

Next Steps

The new work order experience in Dynamics 365 Field Service isn’t just an upgrade—it’s a leap forward. Embrace it, empower your team, and elevate your field service operations. Efficiency, collaboration, and customer satisfaction await!

Ready to take the plunge? Start your journey today to ensure your organization stays competitive and prepared for the future of field service management. Explore the official documentation to get started, download our adoption playbook to aid you in the deployment process, and don’t forget to share your feedback using the Feedback button in the app header. Together, we’re shaping the future of field service management.

The post Introducing the new Work Order Experience in Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

Introduction

The recent unveiling of the D365 Warehouse Mobile App’s latest release, version 2.1.23, represents a significant stride forward in warehouse management technology. This update brings forth a plethora of enhanced features geared towards elevating user experience and streamlining processes. Notably, version 2.1.23 places a strong emphasis on authentication, stability, and user-friendliness, catering to the complex demands encountered by businesses striving to optimize their warehouse management practices. Here’s a closer look at the key enhancements introduced in this release cycle:

Enhanced Authentication

One of the key highlights of this version is the implementation of several authentication improvements. By adding support for username/password authentication and single sign-on (SSO), the app now offers more flexibility and security options for users. This not only simplifies the login process but also ensures that access to sensitive warehouse data is securely managed.

Improved Stability

With increased stability, users can rely on the app to perform consistently even in demanding warehouse environments. This means fewer interruptions and smoother operations, ultimately leading to higher productivity and efficiency.

Automatic Sign-In

The introduction of default mobile device user assignment enables automatic sign-in for workers, streamlining the authentication process further. This feature reduces the time spent on logging in, allowing employees to focus more on their tasks at hand.

Enhanced Support for Active Directory Federation Services (AD FS)

By improving support for AD FS, the app now offers better compatibility with Dynamics 365 Finance + Operations (on-premises) environments. This enables seamless authentication using device code flow, username/password, and SSO methods, ensuring compatibility with various IT infrastructures.

Usability Improvements

The update also brings several usability enhancements, including better support for scaling text and improved accessibility features. With text scaling, users can fit more information on the screen, enhancing readability and usability. Additionally, the app now supports the new “back” gesture in Android 13, providing a more intuitive navigation experience.

Business Benefits

Increased Efficiency

With smoother authentication processes and enhanced stability, employees can spend less time dealing with technical issues and more time on productive tasks. This leads to increased efficiency and throughput in warehouse operations.

Improved Security

The addition of authentication methods such as username/password and SSO enhances security, ensuring that only authorized personnel can access sensitive warehouse data. This helps mitigate the risk of data breaches and unauthorized access, safeguarding valuable business assets.

Enhanced User Experience

Usability improvements, such as text scaling and accessibility enhancements, contribute to a better overall user experience. Employees can navigate the app more easily and access information more quickly, leading to higher satisfaction and productivity.

Seamless Integration

With improved support for AD FS and Dynamics 365 Finance + Operations environments, the app seamlessly integrates with existing IT infrastructure. This ensures smooth deployment and compatibility, minimizing disruptions and facilitating adoption.

Conclusion

In conclusion, the release of D365 Warehouse Mobile App version 2.1.23 signifies a monumental leap forward in warehouse management technology. By prioritizing enhancements across authentication, stability, usability, and compatibility, this update revolutionizes the way businesses operate their warehouses. With streamlined authentication processes, bolstered stability, and intuitive usability features, users can expect a seamless experience that translates into heightened efficiency and productivity. Moreover, the fortified security measures instil confidence in data integrity, safeguarding valuable assets against potential threats. As businesses embrace these advancements, they pave the way for a future where warehouse operations are not only optimized but also poised for sustained growth and success.

Link to the new release notes What’s new or changed in the Warehouse Management mobile app – Supply Chain Management | Dynamics 365 | Microsoft Learn

Learn more

Supply Chain at Microsoft

Take a tour – Supply Chain Management | Microsoft Dynamics 365

Learn more about the latest AI breakthroughs with Microsoft Dynamics 365 Copilot:

Dynamics 365 AI webpage

The post Optimizing Warehouse Management: Unveiling the Power of D365 Warehouse Mobile App Version 2.1.23 appeared first on Microsoft Dynamics 365 Blog.

In the realm of customer service, one enduring pain point affects both customers and service providers: the uncertainty of agent availability. When customers engage in live chat for assistance, the last thing they want is to be left hanging in a seemingly endless queue, uncertain about when they’ll connect with a support agent. 

The challenge of agent availability and end customer impact 

Contoso, a leading e-commerce company, offers 24/7 support to its customers. Contoso has a global customer base, and its service delivery organization operates in different time zones. On a typical business day, Contoso’s live chat is inundated with customer inquiries, spanning from order issues to product recommendations. However, the company’s live chat support often experiences peaks in incoming chats, creating a stressful and disorganized environment for customers.  

Ana bought an Airpot Duo product from Contoso, but she encountered a billing issue with it. She wanted to connect to an agent who could assist her, so she visited Contoso’s website. She noticed a chat option and clicked on it, expecting a fast solution. However, after five minutes of waiting, she still saw the message “Connecting to an agent”. She felt annoyed and disappointed by Contoso and decided to close the chat window. 

Use getAgentAvailability to optimize customer service

Contoso’s development team leveraged the getAgentAvailability API to determine agent availability and offer the live chat option only if agents are available. This time around, when Ana reaches out to Contoso’s support over live chat, she’s immediately connected with an agent. This way Contoso reassures its customers of support’s availability and guarantees service even during inquiry surges.  

If no agents are available when Ana reaches out, Contoso can offer Ana alternative service options on its website. These options may include self-service, a callback, or an email depending on Ana’s channel preferences. Contoso can also display the operating hours of different queues on its website. This helps minimize the risk of customers contacting the support center during off-hours. 

For customers like Ana, it can help them save time, avoid unnecessary waiting, and get faster and better service. By using the getAgentAvailability API, Contoso can improve customer satisfaction and loyalty by reducing wait times. The getAgentAvailability API is a simple yet powerful tool that enhances communication and interaction between businesses and their customers. 

The getAgentAvailability method surfaces agent availability, operating hours and other information for a queue. This information is determined by the routing and assignment rules established during unified routing setup. Customers and partners can use it for both authenticated and unauthenticated chats. For companies like Contoso, it’s the missing piece of the puzzle that can transform their live chat customer service and lead to happier, more loyal customers.

Learn more

For more details on how to use the getAgentAvailability API and the full list of properties, read the documentation: getAgentAvailability 

The post Embrace agent availability to reduce customer wait times appeared first on Microsoft Dynamics 365 Blog.