April 2018 Release
The April 2018 Release (v3.7.0) of Live Assist for Microsoft Dynamics 365 is now available.
|Feature||Business Benefit||Why it Matters||What to Do Next|
|Voice and Video Escalation||Faster Problem Resolution
|The agent now has the option to escalate an active chat or co-browse engagement to a voice or video session to help resolve an issue faster and engage with the customer on a more personal level.|
|Co-browse with short-code||Faster Problem Resolution
Shorter Call Handling Time
|An agent now has the ability to start co-browse while engaged with a customer on the phone. Businesses can lower costs by shortening the length of the phone call while increasing customer satisfaction.|
|Omnichannel support for Dynamics 365 for Sales||Accelerate Sales||
Live Assist Dynamics 365 supports omnichannel for the various Dynamics 365 applications such as Customer Service, Sales, Field Service, etc; Live Assist can associate Chat Activities with CRM Entities by adding a few attributes to your CRM Entity description.
Your customer facing teams can now engage with customers or visitors using omnichannel capabilities for faster engagement using a single unified customer view.
|Bot as a Task Based Assistant||Automate Customer engagement and enhance agent efficiency||Bots can now assist human agents by handling routine tasks freeing up the agent for other more complex work. An agent is now able to transfer a chat to a bot and and have it come back after the task is completed.|
|Transcript API||Personalize engagement and improve agent efficiency.||Customers can now extract transcript data from the Live Assist for Dynamics 365 servers. The data can be stored or archived locally complying to corporate data retention policies. Leverage the data to identify patterns or issues with actionable insights to enhance customer satisfaction and operations efficiency.|
|PCI Data Masking||Meet security and compliance standards||Make a request to our support team to perform PCI data masking based on string matching. Provide examples of the strings to mask.||Learn how to enable.|
|Mobile Browser support for Chat & Co-browse||Consistent mobile experience without native apps||Now agent can chat and co-browse with customer using Android (Chrome) and iOS (Safari) web applications with tags deployed as normal.|
|Individual Chat Timers||Faster customer service and better agent efficiency||Agents can now enable a visual timer to each chat bubble to see when the last chat was sent to that client.|