Digital transformation is rapidly expanding, the workforce is aging, and organizations are looking for technology to upskill their workforce faster. Manufacturers, in particular, rely on a highly skilled workforce that must keep up with the pace of technology change. Deloitte and the Manufacturing Institute estimate that up to 2.4 million United States manufacturing jobs could remain unfilled between 2018 and 2028 because of a lack of adequate skills.1 What’s needed to address the skills gap is a scalable solution to training and operations. With Microsoft Dynamics 365 Guides, no custom coding is required, and employees get guidance right where the work happens with step-by-step holographic instructions. Move away from traditional training methods, gain insights into what is working, and reduce downtime and associated costs with guides that enable employees to be hands-free while learning. Ensure compliance with hands-free learning According to a Deloitte and MAPI survey2 of manufacturers, the pandemic has accelerated digital transformation, further exacerbating the growing skills gap on the shop floor, and it’s also introducing new challenges for worker safety and production. With Dynamics 365 Guides, organizations get a scalable solution for on-the-job guidance with no coding required. Employees simply follow instructions they see right in front of them while they are hands-free for faster learning. Keeping employees safe is critical, and Dynamics 365 Guides gives employees confidence in taking care of their regular tasks and tackling unexpected challenges. Guide employees through procedures, whether it’s their first time or a recurring task, by using holographic step-by-step instructions where the work is done. Surface urgent information quickly using Dynamics 365 Guides to provide warnings and cautions to your users with needed details in view as they work. Maximize hands-free time by increasing efficiency and flexibility with improved voice commands that allow more hands-free time. Improve operations with employee insights According to the latest “Future of Jobs” report from the World Economic Forum, “94 percent of business leaders report that they expect employees to pick up new skills on the job” but only 16 percent of those surveyed have made significant progress in improving knowledge gaps.3 Closing knowledge gaps isn’t just about training; it’s about optimizing operations across the workforce. But manufacturers need visibility into where the gaps are and what training is working. Dynamics 365 Guides empowers organizations to aggregate employee task performance data into real-time Microsoft Power BI dashboards, making it easier to identify where process improvements are needed. Gain data-driven insights over time with Dynamics 365 Guides to improve employee effectiveness. Quickly deploy skill-building initiatives that target specific gaps identified in Dynamics 365 Guides’ usage reports and create consistency across teams. Pull employee performance data into real-time Power BI dashboards, making it easier to improve processes and share analytics within your organization. Integrate with other Microsoft Dynamics 365 solutions to do more We are continually integrating the rest of the Dynamics 365 suite of solutions with Dynamics 365 Guides to unlock new scenarios. Greater integration means more seamless workflows and more opportunities for use cases across industries. Incorporate Dynamics 365 Guides with existing workflows using powerful services like Microsoft Power Apps and Microsoft Power Automate to view and save data. Extend the capabilities of Dynamics 365 Guides when work orders are assigned to technicians with Microsoft Dynamics 365 Field Service. The dedicated Dynamics 365 Field Service tab in the Microsoft HoloLens application launches any assigned guide. Integrate Microsoft Dynamics 365 Supply Chain Management with Dynamics 365 Guides to create mixed-reality, step-by-step instructions for production processes such as assembly, service, operations, certification, regulations, and safety procedures. Kruger brings factory handbook to life with Dynamics 365 Guides Kruger, a North American paper products and energy specialist, is an established company that leads its industry in terms of innovation. With experienced operators retiring every year, Kruger knows how important it is to capture their expertise to share with the next generation. With Microsoft Hololens 2 and Dynamics 365 Guides, Kruger brings its factory handbook to life. Now Kruger employees have an intuitive yet powerful tool to exchange knowledge and practical experiences. Dynamics 365 Guides empowers Kruger operators to be agile in their training by providing an entirely new way of learning on the job. “In today’s manufacturing world things are moving so fast. People need to be agile and find ways to learn faster and it is our responsibility, as a company, to provide them the best tool that exists and make them more comfortable to perform their task.”Gino Levesque, Senior Vice President Containerboard Kruger Packaging Using the branching feature, operators can easily select different pathways within the same procedure, depending on their experience. The spatial trigger feature intuitively leads workers to perform the next step, making it seamless for employees to learn on the job and build muscle memory. This quick access to information, regardless of experience, boosts productivity and empowers employees to take on new challenges. Using Dynamics 365 Guides and HoloLens 2, Kruger meets its growing workforce demands while capturing the expertise of their experienced operators. Get started with Dynamics 365 Guides Want to learn more? Learn how MSR and Sheba Medical Center meet urgent staffing demands with HoloLens 2 and Dynamics 365 Guides. Ready to empower your frontline employees? Read more about Dynamics 365 Guides capabilities and get your questions answered using our Dynamics 365 Guides documentation. Take the next step by trying a 30-day free trial of Dynamics 365 Guides. Learn more about Microsoft Cloud for Manufacturing for a more resilient and sustainable future through open standards and ecosystems. See how mixed reality solutions on HoloLens 2 can help your business be more productive. Find information on Microsoft Dynamics 365 partners for manufacturing. 1Deloitte Insights and the Manufacturing Institute, 2018 Deloitte and the Manufacturing Institute Skills Gap and Future of Work Study. 2A 2020 Deloitte and MAPI Study finds ecosystems can create a competitive edge for manufacturers facing ongoing disruption, Smart Manufacturing Ecosystems: A Catalyst for Digital Transformation? 3World Economic Forum, 2020 Future of Jobs Report

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Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly. This release makes it easier for agents to filter and find the most relevant knowledge articles. Admins can set the knowledge article authoring language at the organizational level, while agents have the flexibility to set their preferred language. Filter knowledge articles and set filter preferences Administrators can configure standard or custom fields for agents to use as filters, allowing agents to narrow down search results to view only the articles they need to resolve a customer issue. Key capabilities of filter configuration allow admins to: Add or delete custom filters for their organization. Set the visibility of the filter values by choosing which values are shown to agents at runtime. Set multiple preselected filter values by defining multiple default values based on which search results are filtered. Activate or deactivate filters to support business scenarios. Configure whether personalization of filter values is enabled or disabled for agents. Agents can set their own preferred search filters. Key capabilities of filter personalization allow agents to: Change the preselected default filter values their administrators set for them. Activate or deactivate filters to support business scenarios. Multiselect filter values to increase their productivity. Configure and personalize language settings for authoring With the April release, admins can set the organization’s default language for authoring new knowledge articles. In addition, authors can override the organization’s authoring language and set their own preferred language for writing new articles if desired. Key capabilities of language configuration for authoring knowledge articles are: Ability for admins to set the default language for authoring knowledge articles to match the language used for the organization’s user interface. Ability for agents to set a language of their choice as their preferred authoring language. Example screenshot for filters Enable the knowledge management feature Enable this feature on the Customer Service Hub > Service Management > Knowledge Base Management > Settings screen. Next steps Read more about knowledge management and other capabilities included in Dynamics 365 Customer Service 2021 release wave 1 or check out the documentation for Dynamics 365 Customer Service

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Unified Service Desk for model-driven apps provides a configurable framework that allows you to build applications that give call center agents a unified view of customer data. Unified Service Desk version 4.2, available for public preview in April, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements. The Microsoft Edge WebView2 control enables you to embed web technologies (HTML, CSS, and JavaScript) in your native apps. Microsoft Edge WebView2 Process is based on CefSharp, which is an open-source framework in the Chromium core that powers many modern browsers. With support for Microsoft Edge WebView2, Unified Service Desk admins have these capabilities: Ability to select WebView2 Process as the hosting type for their organization. Ability to select WebView2 Process as the hosting type for web applications, along with Chrome Process. In addition, Microsoft Edge WebView2 Process delivers: Availability on supported versions of the Windows operating system. Easy configuration of host applications in Unified Service Desk. Ability to switch seamlessly from one browser to another for your entire organization. Enhanced performance and memory optimization. Next steps To learn more, check out the Unified Service Desk documentation or the Microsoft Edge WebView2 documentation. To test and validate the capabilities, download and install or update Unified Service Desk

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Today we’re announcing new capabilities to help customer and field service teams deliver more consistent and engaging experiences, from the call center to on-site visits. The new features for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Field Service provide the agility to adapt to changing customer needs, as well as streamline agent and technician workspaces, so they can resolve issues faster. Let’s look at what’s new in this release. Be sure to review the full release notes for Dynamics 365 Customer Service and Dynamics 365 Field Service. Dynamics 365 Customer Service In our journey to help optimize support delivery and increase agent productivity, the following features are now generally available: Unified routing with modernized assignment capabilities leveraging custom rules and machine learning models to automate and scale work classification and assignment for large support organizations. Federated knowledge search to enable organizations to streamline and centralize the growth of their support knowledge base through other Dynamics 365 organizations, Microsoft SharePoint, and Microsoft Graph connectors. Embedded insights dashboards, which highlight important KPI insights for support summary KPIs, agent performance, support topic activity, and knowledge to alert supervisors to direct actions they can take to optimize support delivery every day. AI-powered suggestions to help agents resolve customer issues faster, and we’ve expanded these capabilities to support non-English languages. Streamlined, simplified set up for omnichannel through a new administrative experience. Intelligent work classification and assignment with unified routing Many people are involved in monitoring support queues to ensure incoming customer requests are properly classified in the right queues and assigned to available agents. This time-consuming activity can slow customer issue resolution and impact customer satisfaction. With unified routing, organizations can author custom rules, create and apply machine learning models to analyze incoming customer requests, and automatically classify the issue to better match the best available agent. Corresponding assignment rules can also be created with custom rules to analyze the classified issues and choose the best available agent to handle the issue based on the agent’s skills, spoken language, product expertise, or other attributes. Unified routing eliminates the need for constant queue supervision and manual work distribution. Agents can resolve issues faster when their strongest skills are being leveraged. This ensures customer issues are handled as quickly as possible by the best available agent resulting in increased customer satisfaction and customer retention. Expanding your knowledge base with federated knowledge search and knowledge insights Knowledge is something that most organizations have developed over time and it often resides in many different tools. This can make centralizing knowledge and making it easily accessible through a single interface costly and challenging. With federated knowledge search, organizations using Dynamics 365 Customer Service can enable agents to retrieve search results within multiple Microsoft Dataverse environments, SharePoint sites, and Microsoft Graph connectors through a single search interface in the agent productivity pane. Agents can deliver faster, more comprehensive service, knowing they have all the knowledge at their fingertips without having to browse disparate sets of information. Knowledge insights dashboards also help supervisors discover the topics agents are searching for most that lack sufficient knowledge article support. Supervisors can then take action to increase and improve the knowledge base for those topics. Optimizing service delivery with insights Analyzing support reports and deriving actionable insights can consume much of the supervisor’s time, reducing the amount of time to coach agents to support customers. With the latest insights dashboards, supervisors can quickly see what insights require action to drive improvement in customer sentiment, satisfaction, and speed of support delivery. The embedded summary dashboard surfaces key insights, showing supervisors what’s driving the trend in customer satisfaction, channel volumes, queue volumes, handle time, and other KPIs. Also surfaced are support topics to watch based on key KPIs that may require automation through virtual agents or additional knowledge articles to help agents indicate product-related issues. Agent dashboards provide deep agent analytics and important KPIs like active cases, resolved cases, customer satisfaction score (CSAT), and customer sentiment. Supervisors can drill down to specific agents to determine what action is needed, such as reducing or increasing their capacity, adjusting their skills and queue assignments, providing additional training, or coaching them on soft skills to improve customer sentiment. Topic dashboards show how AI-generated support topics are impacting KPIs and provide the ability to drill into individual topics and acts, such as adding knowledge articles or automating the topic to a Microsoft Power Virtual Agents bot through a seamless authoring flow. And finally, conversation insights help supervisors monitor customer issues across channels in a single dashboard where they can optimize support delivery by tracking metrics, such as wait time, abandoned conversations, and time to resolution, either at the ecosystem view or by channel. Increasing agent productivity with improvements to smart assistance In traditional contact centers, agents spend time searching for similar cases and knowledge articles that are relevant to the current issue they are working on. This delays resolution time and can cause decreased customer satisfaction. AI-driven suggestions help agents share the best-suited information by using the current case or conversation context and scanning thousands of cases and articles to suggest those that are the most relevant. We’re expanding AI-powered suggestions to now support non-English languages such as French, German, Spanish, Italian, Dutch, and Japanese. Streamlining setup and configuration in omnichannel Our new administrator experience for omnichannel makes configuring channels, such as adding Power Virtual Agents and Microsoft Dynamics 365 Customer Voice surveys, and configuring unified routing streamlined and easy. You can also experiment with live chat through a demo and test out your own configuration changes without having to implement them in an environment. Check out what’s coming up Microsoft Teams continues to provide powerful collaboration capabilities for businesses across organizational boundaries. In June, we will be releasing Teams integrated into Customer Service Hub for agents to be able to seamlessly reach out to other colleagues and subject matter experts for advice and assistance while helping customers from the Dynamics 365 Customer Service Hub agent experience. Agents can easily associate chats to records and visually differentiate Teams chats for faster discoverability. In August, our first-party voice solution built on Azure Communication Services will be generally available. We are excited to offer a truly all-in-one experience with our first-party voice channel. Learn more about how the new voice channel streamlines omnichannel customer experiences. Dynamics 365 Field Service As we continue to enable customers to transform their service experience, the following features are now generally available: Technician tracking enables customers to more effectively plan around their service visits. Streamlined onboarding experience for faster time-to-value and ability to use Dynamics 365 Field Service in productive environments. Empowering technicians with knowledge management in Dynamics 365 Field Service mobile, capturing ad-hoc inspections, and inspections in multiple languages. Enabling dispatchers with enhanced scheduling experience, including a map, and weekly and monthly views. Plus, view appointments from other sources included in the scheduling experience. Technician tracking for greater appointment accuracy With the ability to view the technician’s location on a map, customers can plan around the visit and be ready when the technician arrives. This can decrease overall service delivery time and eliminate trips that might otherwise be canceled, and increase customer satisfaction with the efficient use of their time. Streamlining setup for Dynamics 365 Field Service administrators To ensure field service app administrators can quickly get started with Dynamics 365 Field Service, we’re introducing a simplified experience. From this improved getting started experience, you can provision your frontline workers, service accounts, and create and schedule work orders. Additionally, we provide inline access to our Dynamics 365 Field Service documentation, release plans, community, and ideas forum in the event you want to learn more, view upcoming feature work, or submit product ideas. Empowering technicians with enhanced knowledge and inspections Knowledge management is now embedded in the Dynamics 365 Field Service mobile app to better service assets and resolve issues even without the internet. By embedding knowledge management into field service processes in the mobile app, technicians can more reliably resolve work orders and install assets the first time, reducing costs by avoiding follow-up visits. Technicians can also author and link knowledge articles to work orders, enabling knowledge sharing to help other technicians with the same issue on future visits. Capturing inspections while on the job is essential for many field service technician scenarios. In some situations, the inspection is required when the work order is created. However, in other situations, technicians need the option to do an “ad-hoc” inspection for a customer which was not specified in the work order. Technicians can now select and complete an inspection from the list of inspections relating to a customer asset, regardless of whether it is specified on a work order. In addition, inspections are now available to be viewed and completed based on the preferred language of the technician. Enabling dispatchers with a rich scheduling experience Having a single view with all relevant information is key for dispatchers to safeguard that customer commitments are being met while ensuring technicians are scheduled effectively. The new scheduling experience (introduced during last year’s release wave 2) has been enhanced to now include a map view that shows work and technicians by location. The experience now also includes multi-day scheduling for work which spans across multiple days. Another challenge for dispatchers is having visibility into other appointments, such as those on a technician’s Microsoft Outlook calendar, which needs to be considered when determining availability. In addition to typical bookings, the scheduling experience now provides visibility into appointments from other calendars. These enhancements enable the dispatcher to have a comprehensive scheduling view and ensure optimal scheduling in a single experience. Check out what’s in preview and what’s coming up Be sure to enable “preview” on your organization and check out the portal for customers to manage appointment scheduling. When organizations are solely responsible for scheduling field service visits, customers often must wait for contact centers to reach out to schedule and update them on their field service appointments. This process can cause frustration, decrease customer satisfaction, and increase back-office overhead. To empower customers with flexibility and transparency to schedule, adjust, and monitor their field service visits, we’re introducing a self-service portal. Through the portal, customers can schedule their service appointments, view upcoming appointments, receive reminders, and track their technician’s location while en route to the visit. Giving customers the ability to manage their service appointments can help reduce scheduling errors and rescheduling of appointments. This has the added benefit of reducing your organization’s back-office costs by decreasing scheduling call volume and freeing up team members to focus on delivering quality service. In June, we’ll launch the preview of embedded Teams collaboration, which allows users to collaborate within the Microsoft Dynamics 365 workspace and link conversations to work orders. With this embedded functionality, all stakeholders involved in the service process can collaborate through Teams with full context. Dispatchers, asset managers, and other field service stakeholders can link existing Teams conversations or initiate new conversations, such as informing the scheduled technician of added information about the service. If your organization allows for Teams collaboration with customers, they can collaborate on work orders, too. We are honored to continue supporting you on your journey to deliver amazing service and earn customers for life. We look forward to continued engagement and your feedback on these new features and continuing to deliver the capabilities you need to enable great service delivery in your organization. Learn more Read more about the April 2021 release wave 1, and how Dynamics 365 Customer Service transforms the contact center and the new Dynamics 365 Field Service customer empowering features. Review the October 2020 release wave 2 for Dynamics 365 Customer Service and Dynamics 365 Field Service

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Businesses need to deliver exceptional Customer Experiences (CX) to be successful. Customer experiences are critical whether your customers are individuals involving business-to-consumer marketing (B2C) or other businesses in the form of business-to-business marketing (B2B)happy customers are loyal customers, and they impact your bottom line. Since last year’s release wave 2 for Microsoft Dynamics 365 Marketing, we’ve been hard at work refining and enhancing product features across the board that can help you up your CX game. Here are highlights from three capabilities that will launch with Dynamics 365 Marketing 2021 release wave 1 that I think you’ll be excited about, I know I am. Real-time customer journey orchestration. Get ready for a more intuitive journey designer with a huge, game-changing element: the ability to trigger customer journeys in real-time, pick the right channel for each individual, and react to customer-led actions in the moments that matter. A completely redesigned email editor. Take advantage of AI to help you quickly create impactful, professional, and personalized content and deliver it at the right time. Enhanced integration with Microsoft Teams. This integration is more powerful than ever thanks to the new webinar capabilities within Teams and the improved event participant engagement functionalities within Dynamics 365 Marketing. Read on for more details on how each one of these capabilities can help you transform how you engage with your customers. Real-time, event-based customer journey orchestration in preview Move up from the segment-based marketing campaigns to moments-based interactions to deliver a highly personalized experience for each individual. Journeys can be triggered based on real-world interactions, like walking into a store and connecting to Wi-Fi, or be triggered by virtual interactions such as visiting a shopping site. The real-time nature of the journey ensures that you can respond to customers immediately and convert their expression of interest into a sale. An easy-to-use and delightful journey designer The new journey designer is intuitive, flexible, and infused with AI-powered capabilities throughout. To create the steps along your journeys, use the built-in events catalog, create your own, or use natural language to specify conditions and branches. Use AI-guided channel optimization to ensure your message is delivered in the right communication channel for your individual customer for even more personalization. The beauty of using AI optimization is that it analyzes behavior data, learns from it, then picks what is right for each individual, automatically. Deliver just-in-time experiences with event-triggers The power of event-triggers is hard to overstate. Journeys created with Dynamics 365 Marketing are customer-led, they can start (or stop) when an event is (or is not) triggered. You can orchestrate journeys quickly and easilywith no coding requiredwhen you use the intuitive event trigger catalog with both built-in and custom events, such as “new opportunity created” or “incident resolved.” Or, for unlimited flexibility and integration, connect to external systems, such as a web page or payment application, to raise events to respond to unique customer interactions. With the right event triggers in place, you can break silos between your business functions and applications and remove clutter and potential errors from the journey so you can focus on the actual customer experience rather than exception paths. Analytics and insights right where you want Once the journey is running, you can monitor how many customers are flowing through various paths, plus see relevant analytics for the business and user goals you set, all on the same canvas you used to design the journey. In today’s always-connected online world, customer experiences transcend the physical and digital divide. Real-time, event-based customer journey orchestration lets you deliver customer experiences at the right moment and at the right touchpoint. These features will be available in preview in North America the last week of April and in Europe in early May. Create emails quickly and personalize with ease, without compromises, using the new email editor Email continues to thrive as an essential channel for reaching people throughout the customer lifecycle, and marketers spend a big part of their work hours crafting emails. To address the top requests we heard from you, we built a completely new email editing experience to make email authoring much easier and more productive, and we went a step further and infused it with AI throughout to give you suggestions and aids to assist you in creating the most engaging content for your messages. New look, better productivity, easier personalization: better emails We have completely streamlined the creation process. The new layout has a modern look and feel with much more editing space, thanks to a slim header and significantly fewer tabs and menus. We have also redesigned the toolbox, all property panes, and given you an intuitive point-and-click interface that guides you through all your available data, so you can personalize your messages with speed and ease. In addition to spam score and auto-scheduler, take advantage of other new AI-powered capabilities that the new editor offers. Use the new centralized library which lets you upload files then AI automatically tags them for you. Use AI-driven recommendations for the best media to complement the content. Everything is simpler to find and use. Now, you can quickly create professional emails, personalized for each individual, leading to messages that better resonate with your customers. More editing capabilities You requested it, we made it happen: expanded editing capabilities including more flexible layouts, easier image resizing, and text line-height adjustmentsno HTML coding skills required. But, if you still want to use our HTML editor, no problemit’s still available, and with improvements. An improved email rendering and preview experience so you can trust that your target audience will receive the email you meant to send, regardless of the recipient’s device or email client. We look forward to hearing from you about our new email experience. This is just the beginning, and there will be a lot more comingstay tuned. These capabilities will be available to all regions by the last week of April. Teams webinars and Dynamics 365 Marketing integration, the new secret for online events The new Teams webinars capabilities are remarkable by themselves, but when you add the integration with Dynamics 365 Marketing into the mix, the capabilities are extraordinary. The power, flexibility, and unlimited possibilities that these two products working together can offer will change the way that you interact with your event attendees. Organizing your webinar your way The option is yourscreate a webinar from within Teams or from within Dynamics 365 Marketing; both ways are easy and intuitive and have improved functionality. If you already use Event Management from within Dynamics 365 Marketing, when you create your online event, you will now see a more robust set of event management options that allow you to have better control over your webinar. Let’s say that you’re a Dynamics 365 Marketing user but don’t already use Event Management, great, we have exciting news for you too. You can create your online event from within Teams and have the power of Dynamics 365 Marketing in your back pocketthat secret kicks in after the event. Whichever way you choose to create your event, you can send the automatically generated registration link to webinar invitees through the communication channel you prefer. Registration and attendance information is tracked using the event or session registration and check-in records within Dynamics 365 Marketing. Effortless post-event follow-up The new Teams webinars automatically track attendee engagement information. You now have insights into which registrants attended, canceled, or did not attend, plus the join and leave time for each attendee, as well as summary data for the event, like the total number of attendees. For Dynamics 365 Marketing customers who use Event Management, you can use this new data to fine-tune segments, create specific messaging for each of those segments, and launch each off on the journeys you create in the new journey designer. If you’ve organized your event from Teams, on the other hand, with a single mouse click, all that rich attendee engagement data is transferred seamlessly into Dynamics 365 Marketing and automatically populated into pre-built, commonly used segments, such as “attended,” “canceled,” and “did not attend.” Each of those segments corresponds to built-in, ready-to-send, editable email templates for your post-event communications. The powerful integration of Teams and Dynamics 365 Marketing allows you to convert a single interaction into an ongoing relationship to win customers and earn their loyalty. These features will be available to all regions by the last week of May. We look forward to hearing from you about the release wave 1 updates for Dynamics 365 Marketing and what’s even more exciting is that we have a lot more coming, stay tuned

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