New agent capabilities in Microsoft Copilot unlock business value

New agent capabilities in Microsoft Copilot unlock business value

This article is contributed. See the original author and article here.

Microsoft Copilot is already helping individual employees boost productivity, creativity and time savings. With the announcements at Microsoft Build 2024, we’re delivering an entirely new set of capabilities that unlock Copilot’s ability to drive bottom-line business results for every organization.

The post New agent capabilities in Microsoft Copilot unlock business value appeared first on Microsoft 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

Try skill-based agent search in Dynamics 365 Customer Service

Try skill-based agent search in Dynamics 365 Customer Service

This article is contributed. See the original author and article here.

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. 

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.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

Improved Project sales tax capabilities now available

Improved Project sales tax capabilities now available

This article is contributed. See the original author and article here.

Dynamics 365 Project Operations has made significant improvements to consistently apply tax calculations and expanded support for scenarios including sales tax across the application. This new functionality standardizes behavior and establishes common rules to simplify how taxes are calculated and ensures consistency in how cost price, sales price, and taxes interact together. Read on for more information.  

Streamline cost price and sales price calculations 

With the 10.0.32 release, the Streamline cost price and sales price calculations feature is available to be enabled in your Dynamics 365 environment. With this change, improvements have been made to project-related scenarios in the following areas: 

  • Purchase orders and vendor invoices created in combination with the general ledger parameter for applying taxation rules 
  • Purchase orders and vendor invoices in combination with posting with amounts including sales tax 
  • Tax involving use tax 
  • Funding source limits 
  • Committed costs 
  • Purchase order corrections 
  • Adds support for “amount include sales tax” in the Purchase Order header 

Let’s dive into the basics of how sales and costs interact. This feature and scenarios are targeting the Dynamics 365 Project Operations for production/stocked deployment model. For any project expense type transaction, Dynamics 365 can modify the sales price dynamically based on one of several factors defined in the sales price – expense form. One of the commonly used methods is to apply a charges percentage markup, to mark up all costs by a set amount. For example, a 5% markup on all expenses which makes a $1000 expense invoiceable at $1050 by defaulting that sales price in the vendor invoice which will later transfer to our customer invoice.  

Next, we want to understand how taxes impact costs. The two scenarios below are situations where taxes should be included in the project cost.  

  • Legal entities with the sales tax parameter Sales taxation rules is enabled. Typically, this is US-based legal entities.  
  • Legal entities with non-deductible tax percentages. This non-deductible tax is always included in the project cost. 

Let’s look at some specific examples to understand how prices and taxes are calculated. For these examples, the tax percentage is set to 5% and there is a sales price 5% markup on cost price. We will follow the document flow of a purchase order through to a vendor invoice and review the financial impact in the posted project transactions form.  

Apply sales taxation rules  Amounts including Sales Tax  Non-Deductible %  Cost Price in Document  Sales Price in Document  Posted 
Project 
Cost 
Posted Project
Sales Price 
Notes 
No  No  1000  1050  1000  1000 x 1.05 markup = 1050   
Yes  No  1000  1050  1000 + 50 tax = 1050  1000 x 1.05 markup x 1.05 tax = 1102.50   
No  No  20  1000  1050  1000 + 10 tax – 1010  1000 x 1.05 markup x 1.01 tax = 1060.50  5% tax multiplied by 20% non-deductible = 1%.  20% of 50 tax amount = 10. 
This table shows a variety of configuration options where amounts do not include sales tax and the results of how taxes and prices are calculated.

Similarly, these same rules apply when determining the project cost and sales price when entering a purchase order with an amount that already includes sales tax. In the case of the purchase order or vendor invoice, there is an option in the header that prices include sales tax to indicate the amount entered should be inclusive of tax and the base amount and tax need to be calculated from the entered amount. Since the actual cost and sales price may include a markup of tax, the amounts entered for sales price and cost will be recalculated and different values will be posted in the final voucher. Consider the examples below with the same 5% tax rate and 5% markup described earlier: 

Apply sales taxation rules  Amounts including Sales Tax  Non-Deductible %  Cost Price in Document  Sales Price in Document  Posted 
Project 
Cost 
Posted Project 
Sales Price 
Notes 
No  Yes  1000  1050  1000 / 1.05 = 952.38  952.38 x 1.05 markup = 1000    Divide the original amount by 1 + tax rate for cost without tax. 
Yes  Yes  1000  1050  1000 / 1.05 = 952.38 + 47.62 tax = 1000  952.38 x 1.05 markup x 1.05 tax = 1050   Divide the original amount by 1 + tax rate for cost without tax. 
No  Yes  20  1000  1050  1000/ 1.05 = 952.38 + 9.52 tax = 961.9  952.38 * 1.05 markup x 1.01 tax = 1010  5% tax multiplied by 20% non-deductible = 1%.  20% of 47.62 tax amount = 9.52. 
This table shows a variety of configuration options where amounts do include sales tax and the results of how taxes and prices are calculated.

Check it out for yourself 

In conclusion, this new feature is available in Dynamics 365 10.0.32 and later releases. Enable the Streamline sales tax calculations with project cost and sales price feature in your test environment and look for yourself.  

Additional documentation 

For more information, see https://aka.ms/ProjEnableStreamlineCostAndSalesPriceCalcFeature.

The post Improved Project sales tax capabilities now available appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

Improved Project sales tax capabilities now available

Improved Project sales tax capabilities now available

This article is contributed. See the original author and article here.

Dynamics 365 Project Operations has made significant improvements to consistently apply tax calculations and expanded support for scenarios including sales tax across the application. This new functionality standardizes behavior and establishes common rules to simplify how taxes are calculated and ensures consistency in how cost price, sales price, and taxes interact together. Read on for more information.  

Streamline cost price and sales price calculations 

With the 10.0.32 release, the Streamline cost price and sales price calculations feature is available to be enabled in your Dynamics 365 environment. With this change, improvements have been made to project-related scenarios in the following areas: 

  • Purchase orders and vendor invoices created in combination with the general ledger parameter for applying taxation rules 
  • Purchase orders and vendor invoices in combination with posting with amounts including sales tax 
  • Tax involving use tax 
  • Funding source limits 
  • Committed costs 
  • Purchase order corrections 
  • Adds support for “amount include sales tax” in the Purchase Order header 

Let’s dive into the basics of how sales and costs interact. This feature and scenarios are targeting the Dynamics 365 Project Operations for production/stocked deployment model. For any project expense type transaction, Dynamics 365 can modify the sales price dynamically based on one of several factors defined in the sales price – expense form. One of the commonly used methods is to apply a charges percentage markup, to mark up all costs by a set amount. For example, a 5% markup on all expenses which makes a $1000 expense invoiceable at $1050 by defaulting that sales price in the vendor invoice which will later transfer to our customer invoice.  

Next, we want to understand how taxes impact costs. The two scenarios below are situations where taxes should be included in the project cost.  

  • Legal entities with the sales tax parameter Sales taxation rules is enabled. Typically, this is US-based legal entities.  
  • Legal entities with non-deductible tax percentages. This non-deductible tax is always included in the project cost. 

Let’s look at some specific examples to understand how prices and taxes are calculated. For these examples, the tax percentage is set to 5% and there is a sales price 5% markup on cost price. We will follow the document flow of a purchase order through to a vendor invoice and review the financial impact in the posted project transactions form.  

Apply sales taxation rules  Amounts including Sales Tax  Non-Deductible %  Cost Price in Document  Sales Price in Document  Posted 
Project 
Cost 
Posted Project
Sales Price 
Notes 
No  No  1000  1050  1000  1000 x 1.05 markup = 1050   
Yes  No  1000  1050  1000 + 50 tax = 1050  1000 x 1.05 markup x 1.05 tax = 1102.50   
No  No  20  1000  1050  1000 + 10 tax – 1010  1000 x 1.05 markup x 1.01 tax = 1060.50  5% tax multiplied by 20% non-deductible = 1%.  20% of 50 tax amount = 10. 
This table shows a variety of configuration options where amounts do not include sales tax and the results of how taxes and prices are calculated.

Similarly, these same rules apply when determining the project cost and sales price when entering a purchase order with an amount that already includes sales tax. In the case of the purchase order or vendor invoice, there is an option in the header that prices include sales tax to indicate the amount entered should be inclusive of tax and the base amount and tax need to be calculated from the entered amount. Since the actual cost and sales price may include a markup of tax, the amounts entered for sales price and cost will be recalculated and different values will be posted in the final voucher. Consider the examples below with the same 5% tax rate and 5% markup described earlier: 

Apply sales taxation rules  Amounts including Sales Tax  Non-Deductible %  Cost Price in Document  Sales Price in Document  Posted 
Project 
Cost 
Posted Project 
Sales Price 
Notes 
No  Yes  1000  1050  1000 / 1.05 = 952.38  952.38 x 1.05 markup = 1000    Divide the original amount by 1 + tax rate for cost without tax. 
Yes  Yes  1000  1050  1000 / 1.05 = 952.38 + 47.62 tax = 1000  952.38 x 1.05 markup x 1.05 tax = 1050   Divide the original amount by 1 + tax rate for cost without tax. 
No  Yes  20  1000  1050  1000/ 1.05 = 952.38 + 9.52 tax = 961.9  952.38 * 1.05 markup x 1.01 tax = 1010  5% tax multiplied by 20% non-deductible = 1%.  20% of 47.62 tax amount = 9.52. 
This table shows a variety of configuration options where amounts do include sales tax and the results of how taxes and prices are calculated.

Check it out for yourself 

In conclusion, this new feature is available in Dynamics 365 10.0.32 and later releases. Enable the Streamline sales tax calculations with project cost and sales price feature in your test environment and look for yourself.  

Additional documentation 

For more information, see https://aka.ms/ProjEnableStreamlineCostAndSalesPriceCalcFeature.

The post Improved Project sales tax capabilities now available appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

Empower agents to draft case-based knowledge articles with Copilot

Empower agents to draft case-based knowledge articles with Copilot

This article is contributed. See the original author and article here.

Knowledge is the lifeblood of customer service organizations. Timely access to the most accurate and relevant knowledge articles critically influences agents’ productivity and ability to deliver exceptional customer support and boost CSAT scores.  

Agents rely on the availability of an up-to-date knowledge base. Additionally, they bring a wealth of tacit insights and personal competency to troubleshoot and resolve customer cases. However, once resolved, these valuable knowledge insights remain trapped unless documented by someone—whether knowledge authors or agents. This process requires additional effort, time, and specialized writing skills. It may also be outside the agents’ core priorities, especially in high-velocity support operations. 

Harvesting such tacit knowledge insights from resolved cases into mainstream knowledge articles can significantly help other agents discover and reuse them, accelerating overall knowledge sharing.   

Introducing knowledge draft assist in Dynamics 365 Customer Service

We’re thrilled to announce the launch of knowledge draft assist, now in preview. This Copilot feature helps agents generate knowledge draft proposals from resolved case data. 

How does it work?

As the agent resolves a case, they can now click the Propose new knowledge using this case checkbox. This triggers Copilot to auto-generate an initial knowledge draft from a set of important case data. Copilot uses case descriptions, email exchanges, summaries, and agent notes to quickly draft a knowledge article. The agent can further revise the article using multi-turn prompts in natural language. 

Work smarter with Microsoft Copilot in Dynamics 365 Business Central

This auto-generated knowledge draft encompasses symptoms, root causes, troubleshooting steps, and insights. The draft adheres to industry-standard Knowledge-Centered Service (KCS) format. The agent can validate the draft and send it for further content quality and compliance checks to downstream reviewers for approval and publishing.  

Next-generation AI that is 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 are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

Learn more about drafting knowledge articles with Copilot

Watch a quick video introduction.

For more information, read the documentation:

The post Empower agents to draft case-based knowledge articles with Copilot appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

Empower agents to draft case-based knowledge articles with Copilot

Empower agents to draft case-based knowledge articles with Copilot

This article is contributed. See the original author and article here.

Knowledge is the lifeblood of customer service organizations. Timely access to the most accurate and relevant knowledge articles critically influences agents’ productivity and ability to deliver exceptional customer support and boost CSAT scores.  

Agents rely on the availability of an up-to-date knowledge base. Additionally, they bring a wealth of tacit insights and personal competency to troubleshoot and resolve customer cases. However, once resolved, these valuable knowledge insights remain trapped unless documented by someone—whether knowledge authors or agents. This process requires additional effort, time, and specialized writing skills. It may also be outside the agents’ core priorities, especially in high-velocity support operations. 

Harvesting such tacit knowledge insights from resolved cases into mainstream knowledge articles can significantly help other agents discover and reuse them, accelerating overall knowledge sharing.    

Introducing knowledge draft assist in Dynamics 365 Customer Service

We’re thrilled to announce the launch of knowledge draft assist, now in preview. This Copilot feature helps agents generate knowledge draft proposals from resolved case data. 

How does it work?

As the agent resolves a case, they can now click the Propose new knowledge using this case checkbox. This triggers Copilot to auto-generate an initial knowledge draft from a set of important case data. Copilot uses case descriptions, email exchanges, summaries, and agent notes to quickly draft a knowledge article. The agent can further revise the article using multi-turn prompts in natural language. 

graphical user interface, text, application, email

This auto-generated knowledge draft encompasses symptoms, root causes, troubleshooting steps, and insights. The draft adheres to industry-standard Knowledge-Centered Service (KCS) format. The agent can validate the draft and send it for further content quality and compliance checks to downstream reviewers for approval and publishing.  

Next-generation AI that is 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 are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

Learn more about drafting knowledge articles with Copilot 

Watch a quick video introduction.

For more information, read the documentation:

 

The post Empower agents to draft case-based knowledge articles with Copilot appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.