Delivering exceptional service is key for building customer preference and loyalty. Today, we’re introducing new capabilities for Microsoft Copilot in Dynamics 365 Field Service that help service managers and technicians efficiently find the information they need to resolve issues right the first time while keeping customers updated at every step of the process. Additionally, with the introduction of Microsoft Dynamics 365 Remote Assist capabilities within Microsoft Teams and seamless data flow across Dynamics 365 Field Service, finance, and operations applications as well as Microsoft 365, we’re helping break down application silos and making it easier to stay in the flow.

Streamlining work order management with next-generation AI

With new capabilities generally available starting today, field service managers can interact with Copilot to find pertinent information about work orders using natural language in the Dynamics 365 Field Service web app. Copilot can assist in retrieving work order details, summarizing them, and presenting them in an easily digestible format. Copilot can also go beyond searching work orders to searching other Microsoft Dataverse records, including accounts, contacts, opportunities, and more. In addition, organizations can now configure the data that Copilot uses to generate work order summaries in Dynamics 365 Field Service to meet their specific business needs.

“The introduction of Copilot in Dynamics 365 Field Service, with its powerful summarization capabilities, is a game-changer. Not only does it benefit our leaders, but it also streamlines internal communications, aids finance, and helps customers stay up to date. By automating this process, we reduce manual work and ensure critical information isn’t overlooked.”

Amit Nene, Business Applications Director, BW Packaging Platform, Barry Wehmiller

With new capabilities generally available starting today in the Dynamics 365 Field Service Outlook add-in, field service managers can go beyond asking Copilot for help creating work orders based on customer emails and scheduling them. They can now also ask Copilot to draft email updates to customers recapping details of scheduled work orders or suggesting next steps for unscheduled work orders.

Boosting technician efficiency with new tools in Teams

With the Dynamics 365 Field Service plugin for Microsoft Copilot now generally available, field service managers and technicians can use natural language chat in the flow of work in Teams to find key information about their work orders and other Dataverse records. Starting today, technicians can also use this experience to ask Copilot to search through lengthy product manuals and find relevant answers to resolve product issues faster.

Should technicians need additional assistance from remote experts to resolve issues, starting today they can access Dynamics 365 Remote Assist capabilities in the flow of work in Teams. As a technician shares what they see through their mobile device’s camera during a video call, the mixed reality tools enable technicians and remote experts to use annotations and arrows to refer to specific parts of a machine. These spatial annotations stay anchored even if the camera moves. Access to Dynamics 365 Remote Assist is available at no additional cost with Dynamics 365 Field Service, and licensed customers can try out Remote Assist’s spatial annotation capabilities available in preview starting today within their Teams mobile app for iOS.

To further streamline collaboration among field service managers, technicians, and remote experts in Teams chats, meetings, or channels, Dynamics 365 Field Service users who have installed the Field Service app in Teams can now share links to work orders that automatically expand to provide key details. This link unfurling capability is generally available starting today.

Introducing efficiencies with more integrated offerings

To help the frontline and back office stay in sync as service deliveries impact financial and inventory systems, the Dynamics 365 Field Service integration with Dynamics 365 finance and operations applications is now generally available. Additionally, for small businesses, seamless financial and inventory data flow between Dynamics 365 Field Service and Microsoft Dynamics 365 Business Central is also now generally available.

Learn more at Hannover Messe 2024

Next week at Hannover Messe 2024, the world’s leading industrial trade fair, organizations across engineering, digital technologies, energy, and more will gather to demonstrate solutions for high performance, sustainable industries. The Microsoft Dynamics 365 Field Service team is honored to attend to showcase how the innovations announced today can help manufacturers. Visit us at the Hannover Messe expo, Hall 17, Stand G06 to discover new ways to transform your service operations with generative AI and mixed reality.

Dynamics 365 Field Service

New capabilities generally available today.

Learn more

The post Introducing new Microsoft Copilot capabilities to optimize Dynamics 365 Field Service operations   appeared first on Microsoft Dynamics 365 Blog.

We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2024 release wave 1 cadence. This release focuses on extending Microsoft Copilot capabilities by infusing generative AI into customer, agent, and supervisor experiences. We’re also enhancing voice, messaging, and email channels to provide a unified, omnichannel experience.

Dynamics 365 Customer Service helps organizations improve every aspect of contact center operations. We’re continuing to invest in generative AI to help contact centers create seamless self-service options for common questions. Plus, it helps every agent become a super-agent when it comes to more complex, high-touch issues.

Copilot and AI innovation in Customer Service

Since we announced Copilot capabilities a year ago, organizations have been realizing the benefits of generative AI in the contact center. Copilot answers agents’ questions, drafts email, provides case and conversation summaries, and automates time-consuming tasks. We’ve enhanced the email drafting capability further by including a contextual inline email editor, making it even easier for agents to deliver personalized service.

Also in this release, we’re enabling agents to generate AI-powered timeline highlights to get an overview of key activities like emails, notes, appointments, tasks, phone calls, and conversations. This minimizes the amount of clicking and scrolling an agent must do to get caught up on case and customer details.

Organizations can extend Copilot capabilities with prompt plug-ins in public preview this month. With plug-ins, agents can generate a summary of their customers, products, cases, or any other entities in Microsoft Dataverse without having to switch tabs or log in to a separate app.

Generative AI in external apps with Microsoft Copilot for Service

In February, we introduced Microsoft Copilot for Service, which enables organizations to use Copilot capabilities with their existing customer relationship management (CRM) solutions such as Salesforce, and other productivity apps like Microsoft Teams and Outlook. It helps organizations by making their knowledge more accessible. This speeds up training and problem-solving, making work easier for agents.

In Teams, agents can save time by accessing a customer’s CRM records during a meeting. Agents can update the case and contact details, and link to open CRM records from Teams.

In Outlook, Copilot for Service can draft personalized, contextual customer service emails based on predefined intents, or agents can provide their own custom intents. Copilot can also help agents catch up on email quickly by generating summaries of long email conversations and display summaries of all the activities and information of a case. They can then save the summary to the CRM system and access it later.

Preparing for meetings is easier for agents because Copilot for Service provides the case summary associated with the meeting, along with access to view and edit CRM records. Furthermore, Copilot for Service can recommend CRM updates to agents based on information it finds in Outlook, such as contacts, emails, meetings, and summaries.

Voice channel enhancements in Customer Service

The omnichannel capabilities in Dynamics 365 Customer Service help organizations provide support to customers across multiple channels, including email, voice, text message, chat, and social media. This release brings several voice channel enhancements and certifications.

With enhancements to outbound dialing, agents can easily search for a customer in the outbound dialer and open the customer record right from the call history. They can now test the microphone and speakers before and during calls. Agents can also rate the call quality using a five-star rating system with the ability to describe issues with lower quality calls. We’re also enhancing customer trust, compliance, and security with sensitive data masking in data storage, during interactive voice response (IVR) sessions, and agent sessions.

IVR enhancements to the Dynamics 365 Customer Service Omnichannel add-on help customers self-serve before they must speak with an agent. In addition to improved speech recognition accuracy, these new voice features enable organizations to set prompts on silence, control timeouts, enable barge-in at any step, and suppress noise. The result is a smooth, contextual experience for customers.

Customers in Microsoft 365 Government Community Cloud (GCC) Moderate can now access features from the voice channel. In addition, we’re submitting Federal Risk and Authorization Management Program (FedRAMP) certifications for the components of the omnichannel stack in Dynamics 365 Customer Service. This high-level certification for government clouds will ensure the security of newly integrated features.

Workforce management

Intelligent forecasting with Dynamics 365 Customer Service introduces an AI-powered forecasting feature designed to predict service volumes and agent demands effectively. By analyzing historical data and trends, this intelligent model provides accurate predictions for up to six months into the future. Organizations can use this capability to optimize resource allocation, streamline operations, and improve customer satisfaction, thanks to daily and intraday forecasts for cases and conversations.

Forecasting is tailored to the unique needs of front-office and back-office operations. It distinguishes between direct customer interactions (conversations) and internal processing (cases), offering flexibility in forecasting for different service channels. This allows organizations to plan resources efficiently, ensuring optimal service levels and agent availability for both immediate and future service demands.

Operational metrics such as service level, shrinkage, and concurrency are considered in forecasting agent demand, aligning capacity with operational constraints. The model’s auto-detection of seasonality and holidays further refines accuracy, enabling businesses to adapt to service demand variations. User-friendly charts and the ability to slice forecast data by channels and queues provide valuable insights, while the export functionality enhances usability and integration with other tools.

Email enhancements

An intuitive agent experience is key to connecting with customers. Dynamics 365 Customer Service offers a robust agent desktop with generative AI, collaboration tools, and productivity features in a customizable workspace.

Agents now have a more efficient way to search for customers. They can use any part of the customer’s name to quickly find the right recipient. Email addresses are displayed alongside recipient names, making it easier for agents to identify and select the correct contact. Additionally, agents can see if recipients have set an out-of-office status, so they can adjust their communication accordingly.

The enhanced email attachment experience allows agents to quickly drag and drop attachments in emails. It also includes a reminder system that prompts agents if they mention an attachment in the email but forget to include it. These capabilities help agents save time and increase productivity when handling email communications.

To benefit the support organization, we’re also introducing the ability to create multiple cases from emails. The feature allows for automatic case creation for all mailboxes that receive an email, ensuring full visibility into customer issues. It enables teams to respond independently to customer issues, without case transfers, leading to quicker first responses and improved handling times. By avoiding case transfer delays, teams can more quickly meet service level agreements.

Next-generation AI that’s ready for enterprises

Microsoft Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage. It also allows users to control access to their data and provides detailed auditing and monitoring capabilities. Microsoft Dynamics 365 is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection.

AI solutions built responsibly

We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We’re putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society.

Dynamics 365 Customer Service

Empower agents to resolve issues quickly using generative AI and automation.

Try it for free

Learn more and try Dynamics 365 Customer Service

Learn more about how to elevate your service with AI and enable Copilot features for your support agents.

The post AI-powered innovations enhance customer service with 2024 release wave 1 appeared first on Microsoft Dynamics 365 Blog.

In an era where service management is increasingly complex, the integration of core business functions has become critical. Fragmented systems can lead to a cascade of issues—inefficient scheduling, delayed invoicing, and a decline in customer satisfaction. Today we are thrilled to announce the general availability of the native integration between Dynamics 365 Field Service and Dynamics 365 Business Central. This integration equips organizations with a comprehensive approach that harmonizes service delivery with financials, resources, and inventory management. It also equips frontline workers with modern tools, ensuring exceptional service from the outset. Let’s explore the advantages that this seamless integration provides.

Bridging the gap between Field Service and ERP systems

The division between Field Service and Enterprise Resource Planning (ERP) systems has long presented significant challenges, including:

• Lack of financial visibility: Without integration, businesses struggle to understand job costs and profitability, leaving their financial health in the dark.
• Inefficient scheduling: Siloed systems lead to inefficient scheduling of technicians, resulting in lost time and resources.
• Delayed invoicing: Manual processes and disconnected systems often cause delays in invoicing and payments, leading to cash flow disruptions.
• Data inconsistencies: Inconsistent data across systems creates errors and confusion, impacting decision-making.
• Costly and slow integrations: System integrations can be expensive and time-consuming, leading to slow time to value and ongoing maintenance cost. 

The integration between Dynamics 365 Field Service and Dynamics 365 Business Central directly addresses these challenges by providing:

• Real-time visibility: Through comprehensive integration from front-line operations to back-office functions, organizations gain immediate visibility into all aspects of their operations, including finances, inventory, and resource management.
• Improved scheduling: With Copilot-assisted scheduling in Field Service dispatchers can match the right technician to the right job at the right time.
• Streamlined financial operations: Automated billing and invoicing not only accelerate the payment cycle, improving cash flow management, but also reduce errors, enhancing overall profitability, and transforming every work order into an opportunity for growth.
• Empowered frontline workers: Access to a modern mobile app empowers frontline workers to see their work on the go, access it offline, and make updates while on the job – providing more accurate data for the back office.
• Fast and cost-effective integration: This out-of-the-box integration reduces the cost and time associated with traditional integrations, leading to quicker time to value and less ongoing maintenance cost. 

Key Capabilities

The integration between Dynamics 365 Field Service and Dynamics 365 Business Central not only addresses existing challenges but also enables new opportunities for businesses to enhance efficiency, improve customer satisfaction, and drive growth. Key capabilities include: 

• Data synchronization: Ensures a single source of truth by synchronizing key data between the two systems.
  • Product inventory and pricing: Business Central provides the inventory data and price lists for Field Service, which helps with accurate work order creation and product usage tracking. When products are used, the inventory levels are automatically adjusted.
  • Projects and Accounts: Work Orders are seamlessly synced with Business Central Projects and Customer Accounts, ensuring precise project tracking and customer billing. 
  • Resources: Resources are automatically synced, enabling invoicing based on resource usage and rates established in Business Central for Work Order services.
• Accurate invoicing through automation: Automates the syncing of field activities with Business Central, minimizing manual effort and errors. Organizations have control over when information is synced, and can choose to post project journals manually or automatically upon Work Order completion.
• Efficient scheduling for dispatchers: Simplifies technician scheduling by suggesting the right resource based on availability, skills, and distance to the job site using Copilot-enabled scheduling capabilities in Field Service.

• Mobile access for frontline workers: Empowers technicians with the Field Service Mobile app, providing access to necessary information on the go, even in remote offline areas. Features like Inspections, Guides, and Remote Assist enhance technician capabilities.

• Comprehensive reports and analytics for service managers: Comprehensive data leads to comprehensive reporting. Organizations can access information on service delivery, financials, and inventory, allowing for improved business decision making.

Call to action

The integration between Dynamics 365 Field Service and Dynamics 365 Business Central is a deliberate stride towards operational coherence and efficiency. Companies that adopt this integrated solution stand to witness an increase in operational productivity, revenue growth, and customer satisfaction metrics. Transform your operations today and unlock new growth opportunities with Dynamics 365 Field Service and Business Central integration. 

Ready to begin? Learn more about Dynamics 365 Field Service and Dynamics 365 Business Central.

Already a customer? Dive into configuring this integration at Microsoft Learn.

The post Seamless integration, seamless operations: Introducing native integration between Dynamics 365 Field Service and Business Central appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly. You can read the official Dynamics 365 blog post here.

Below is the list of products for which prices are being updated with effect from October 1, 2024¹:

Prices for Dynamics 365 on-premises customer engagement and operations products will increase by the same percentage as the respective cloud versions. Pricing for cloud products not listed above, such as Microsoft Dynamics 365 Business Central, will remain unchanged.

These increases will apply globally to new and existing customers (upon renewal as of October 1, 2024), and the products will be priced comparably in other currencies. To comply with local regulations, US government list prices for the same products will increase by 10% effective October 1, 2024, followed by another smaller increase effective October 1, 2025, to bring parity with commercial pricing outlined above.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

Notes:

¹ All prices are per user per month (or per device per month where noted). 
² Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, region, and variant factors. Contact a Microsoft sales representative for additional information on pricing. 
³ Pricing per user per month will increase by $15 in all tiers in Microsoft Relationship Sales. Only 10-99 user tier shown for simplicity. 

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly.   

While a lot has changed in the world in the last five years, our vision has stayed true: ensuring the Dynamics 365 experience helps organizations adapt to change and proactively transform their business. We have delivered on this through innovations that have helped organizations supercharge customer experiences with AI-powered, real-time customer insights for marketers, sellers, and service agents; as well as by optimizing operations and mission-critical processes with data insights, supply chain visibility, and end-to-end automation of financial processes. And today, we are seeing organizations of all sizes across industries benefit from Microsoft Copilot in Dynamics 365.

As we look ahead, our commitment to our customers is to continue to offer the most value and highest return on your investment in business applications, helping to fuel digital transformation.

The price changes will be effective October 1, 2024, and the products will be priced comparably across different currencies. The full list of Dynamics 365 products for which prices are being updated can be found here. Cloud pricing for Microsoft Dynamics 365 Business Central will remain unchanged.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly. You can read the official Dynamics 365 blog post here.

Below is the list of products for which prices are being updated with effect from October 1, 2024¹:

Prices for Dynamics 365 on-premises customer engagement and operations products will increase by the same percentage as the respective cloud versions. Pricing for cloud products not listed above, such as Microsoft Dynamics 365 Business Central, will remain unchanged.

These increases will apply globally to new and existing customers (upon renewal as of October 1, 2024), and the products will be priced comparably in other currencies. To comply with local regulations, US government list prices for the same products will increase by 10% effective October 1, 2024, followed by another smaller increase effective October 1, 2025, to bring parity with commercial pricing outlined above.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

Notes:

¹ All prices are per user per month (or per device per month where noted). 
² Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, region, and variant factors. Contact a Microsoft sales representative for additional information on pricing. 
³ Pricing per user per month will increase by $15 in all tiers in Microsoft Relationship Sales. Only 10-99 user tier shown for simplicity. 

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.