Customer service has a number of improvements in the Interactive Service Hub, a powerful user interface designed to intelligently surface data your agents need to resolve cases quickly and easily.
In Field Service, we have seen innovations in machine-assisted scheduling, promising to help field service organisations work more efficiently, transforming cost centres into profit centres.
We will also examine the new Business Application Platform, which leverages Dynamics 365 for Customer Engagement architecture to support organisations designing their own business applications, allowing them to digitalise previously paper-based processes. This is also a new era in integration between Dynamics 365 for Finance and Operations and Dynamics 365 for Customer Engagement.
Topics will include:
- Spring Release ’18 Overview
- Customer Service Updates
- Field Service Updates
- Common Data Model
- Business Application Platform: build your own applications