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{How to} Ask about case data in Copilot help pane in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on asking about case data in Copilot help pane in Dynamics 365 Customer Service.

Let’s get’s started.

In Dynamics 365 Customer Service, you can use Copilot to ask about case data. Here are some types of questions agents can ask in the Copilot Ask a question pane:

1. Get details on high-priority cases for a specified date range.

2. Show active escalated cases.

3. Display cases that are due soon.

4. Show active cases that agents own.

5. Retrieve specific case details.

6. Obtain the case resolution details for a case.

To enable Copilot feature, follow these steps:

1. Turn on the Copilot help pane: Open the case you need to work on and enter “Get account summary” in the Copilot Ask a question pane. Copilot will summarize the account details of the customer whose case you’ve opened.

2.Enable Copilot case summaries: In the Customer Service admin center, select Make Copilot available to agents in the Copilot help pane.

You can find this option under Agent Experience > Productivity > Summaries or Operations > Insights > Summaries.

Once enabled, agents can access Copilot case summaries.

Remember that Copilot provides real time AI assistance to help agents automate tasks and handle cases efficiently.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} New feature mprove usability and performance of the schedule board on Dynamics 365 Field Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on improving usability and performance of the schedule board.

Let’s get’s started.

With this new feature Dynamics 365 Field Service Schedule board enhancements, enhanced user experience, Improved performance, Future proof, Usability and modernization improvements.

New feature details:

Enhanced user experience: The improved schedule board architecture signifies a shift from extJS to React, which allows for a more responsive user interface, leading to a more intuitive and satisfying user experience for technicians and dispatchers.

Improved performance: An efficient diffing algorithm and a virtual Document Object Model(DOM) result in improved update and load times.
The schedule board loads faster and reacts instantly to user interactions, even under heavy load.

Future-proof: The new architecture is up to date with the lastest advancements in web technology, which improves maintenance and upgradability.

Usability and modernization improvements: The updated schedule board will bring requested customer asks such as working days of the week selector, week numbers, ability to reorder tabs per user, day line visibility and accessibility improvements.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Create and update work orders in Teams with Copilot in Dynamics 365 Field Service

uk365guy

Hello Everyone,

Today I am going to show how to Create and update work orders in Teams with Copilot in Dynamics 365 Field Service.

Let’s get’s started.

To Create and update work orders in Teams with Copilot in Dynamics 365 Field Service, follow these steps:

1. Set up Copilot Integration:

Ensure you have Dynamics 365 Field Service and Microsoft Teams set up.

Install the Copilot app in Teams.

2. Create a Work Order:

In Teams, go to the Copilot app.

Click on New Work Order.

Fill in the relevant details (Customer, location, service, etc.).

Save the work order.

3. Update Work Orders:

Open the work order in Teams.

Make necessary changes (status, priority, description, etc).

Save the updates.

4. Collaborate with Your Team:

Mention team members in the work order chat.

Discuss and collaborate on work orders details.

Remember to customize the process based on your organization’s specific needs.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Enhanced Copilot experiences in the web app in the Dynamics 365 Field Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new feature enhanced copilot experiences in the web app.

Let’s get’s started.

The Dynamics 365 Field Service web app now includes enhanced Copilot capabilities. Field managers can use natural language to interact with Copilot for work order information.

Which copilot can retrieve summarize and present in an easily digestible format.

It also offers data driven recommendations to optimize scheduling and work order management.

This new feature details:

Its usability improvements for Copilot in Field Service help your team of technicians, dispatchers and service managers adopt and use these capabilities in their exisiting workflows.

Copilot provides direct access to the wealth of data stored within Microsoft Dataverse, including key tables from Field Service like work orders and bookings.

This guarantees that field service teams always have the most up to date information at their fingertips.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} New and intuitive user experience for Field Service mobile

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the new and intuitive user experience for Field Service Mobile.

Let’s get’s started.

The new user experience for Dynamics 365 Field Service mobile includes:

A modern UX with familiar navigation, gestures and controls.

An updated booking form with simplified grids for tasks, products and services.

A refreshed look in the home page, veiws and work order management.

Large touch targets for ease of use and accessibility.

New feature details:

With the new native user experience, users get:

Modern look and feel in the home page, views and other aspects of work order management.

Refreshed user experience bottom navigation bar, left navigation and settings area.

Large touch targets for ease of use and accessibility.

Simplified booking list experience, with the ability to change status with swipe gesture and quickly get directions.

Embedded guides for step by step instruction with embedded pictures and branching flows.

Still have access to the unified interface extensions or customizations made by you in the app through a simple transition experience.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

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