Dynamics 365 CE Release wave 1 2024

This is the second part of my top features of release wave 1 2024. In my previous blogpost I listed my top features for the Power Platform, this time I will do it for Dynamics 365 CE.

The following is the list of what I think are the most interesting Dynamics 365 CE features, I’ve used the new experience to dig into the release wave documentation, so go I highly recommend it if you haven’t started using yet.

Without further introductions, let’s get started.

Dynamics 365 Sales

Copilot and AI innovation

We have a lot of Copilot features that aim to improve seller’s performance and also revolutionize the sales experience in Dynamics 365 Sales.

Sales professionals can now supercharge their efforts with personalized content recommendations, saving time and allowing them to establish stronger connections with their customers. The introduction of Copilot provides real-time insights on the home page, empowering users to enhance their sales activities and nurture customer relationships effortlessly.

Then we have two main Copilot features that go further: firstly we have offering quick answers from sales documents boosting productivity, I can see salespeople using this feature before a meeting with a customer. And secondly we have leverage AI-suggested past successful deals which streamlines decision-making, enhancing overall sales effectiveness.

There is another feature that I’m happy about and it’s named “Elevate your sales pitch with Copilot’s email assistance”, which will allow the seller crafting personalized, high-quality emails tailored to each customer. This is wild, because it is not a template or the same email body applied to each customer, instead a different email body will be offered to the seller so that he/she can decide if that is right to send to the customer.

In addition, Copilot simplifies communication by summarizing lengthy email threads, saving valuable time and facilitating efficient comprehension.

And last but not least sellers will gain a 360-degree view of accounts through AI-generated summaries, providing consolidated customer data for more personalized and targeted engagements. In my opinion Copilot is reshaping Dynamic 365 Sales as we know it, with each release wave we get more and more Copilot features, this is the future of sales innovation.

Timelines:

Early Access: —

Public Preview: Feb 2024 or Mar 2024

General Availability : Apr 2024 or Jun 2024

Notify sellers and sales managers after assignment rule execution & Assign leads, opportunities to sellers based on individual capacity

These two features are related, and it will bring a lot of business value to customers.

The first feature ensures prompt notifications to sellers and sales managers after assignment rule execution, minimizing delays and potential business loss. Whether you’re a sales manager addressing assignment failures or a seller managing existing leads, these notifications provide quick insights and guide troubleshooting for automation effectiveness, no more confusion because you don’t know if you have been assigned a record.

The second feature empowers sales managers to optimize lead assignments based on individual capacities. Enforce business priorities by automatically assigning crucial leads, maximizing seller productivity, and strategically limiting ownership of low-priority leads. This leads me to wonder if the Field Service skills module will be used in Sales for this feature.

Timelines:

Early Access: —

Public Preview: —

General Availability : Aug 2024 and Sep 2024

Dynamics 365 Customer Service

For Customer Service I have to be honest the only features that impressed me are Omnichannel related, I think there are more interesting features for the Sales module due to the huge improvements of Copilot, anyway this is what I consider Omnichannel Innovations

Enhancing Customer Service Efficiency with Omnichannel Innovations

Organizations can now transfer calls seamlessly to Teams users through VOIP, maximizing contact center investments and enabling contact with Teams experts, even without requiring phone numbers. This cost-effective solution streamlines communication, This leads me to wonder, what if the Teams user needs to update or create a Customer Service record? I imagine they will need a license.

Additionally, Omnichannel improves agent productivity by introducing the ability to convert voicemails to cases. This feature accelerates issue triage by integrating voice messages with the case management module. Agents can convert voicemails to cases effortlessly, streamlining operations and enhancing overall productivity. This is wild, I have to test it to see what information is set by default in those cases, In any case this feature can greatly improve the performance of the customer service team.

Timelines:

Early Access: Feb 2024

Public Preview: —

General Availability : Apr 2024 and May 2024

Dynamics 365 Field Service

I am not an expert in the Field Service module but I have a general knowledge of what we can do with this module, and for the first time I see more interesting features in this module than in the Customer Service module, of course this is because of Copilot features.

Copilot in Field Service

In the reimagined technician experience, Copilot takes center stage, allowing frontline workers to seamlessly summarize work orders with key details, eliminating the need to navigate through multiple forms and tabs. This reduction in interactions and time spent enhances technician productivity, this is a great advantage, no more going back and forth to see information about the remaining work, It would be great to have this feature not only for Field Service, but also for the other modules.

With the ability to ask Copilot about work order information using natural language, frontline workers gain quick and reliable access to crucial data, improving first-time fix rates during field operations. Copilot’s AI-based assistant revolutionizes the way technicians search for and retrieve necessary information, optimizing job completion.

The reimagined technician experience extends to updating work orders with Copilot in the new mobile interface. Technicians can verbally describe their performed work, and Copilot suggests updates based on their narration, reducing administrative burdens. This speech-first Copilot experience allows technicians to efficiently mark service tasks as completed, update product and service details, and manage booking status, empowering them to focus on delivering exceptional customer service.

Timelines:

Early Access: —

Public Preview: Dec 2023

General Availability : Mar 2024, Apr 2024 and Jun 2024

See bookings in the agenda view in new mobile experience

With this feature technicians benefit from a streamlined scheduling process. They can effortlessly navigate through their scheduled bookings spanning 90 days in both the past and the future. The user-friendly interface offers colored labels for booking status, swipe gestures for quick actions, and shortcuts like the “Get Directions” icon for instant navigation. Technicians can access essential details at a glance without the need to open each booking individually. Organizations can further enhance usability by customizing columns, reducing technicians’ search time for details.

In conclusion, the Agenda View feature provides technicians with a comprehensive and efficient scheduling solution, improving productivity and user experience within organizations.

Timelines:

Early Access: —

Public Preview: —

General Availability : Jun 2024

Embedded guides in Field Service mobile

With this feature users now have seamless access to instructional materials while working on specific tasks. This integration allows Field Service mobile users to utilize Dynamics 365 Guides, enabling technicians to follow step-by-step instructions related to service tasks within work orders.

This ensures efficient issue resolution and a high first-time fix rate. Users can easily access their guide list, search for specific guides, and launch them directly from the Work Order Service. The guide interface provides step details, images, and branching options for user selections. Although this version does not support mixed-reality features on mobile devices, users can fully utilize embedded guides by ensuring Dynamics 365 Guides are installed in the same organization as Field Service.

In conclusion, the integration of embedded guides enhances the effectiveness and efficiency of technicians within Field Service operations, ultimately leading to improved service delivery and customer satisfaction.

Timelines:

Early Access: —

Public Preview: Aug 9, 2023

General Availability : Jun 2024

Dynamics 365 Customer Insights – Journeys

Capture responses from external, third-party forms

This feature simplifies the process of capturing responses from external, third-party forms. With this enhancement in Customer Insights – Journeys, organizations can now fully leverage their custom-built forms to generate leads and contacts more effectively.

The seamless integration allows for automatic creation of new leads or contacts within Customer Insights – Journeys, granting businesses a deeper understanding of their audience. This feature offers the ability to effortlessly create JavaScript with mapped form fields to existing entity attributes, ensuring a streamlined and efficient process.

Furthermore, embedding the capture script into multiple pages with the same form empowers businesses to target their audience more accurately and improve follow-up strategies.

Timelines:

Early Access: —

Public Preview: —

General Availability : Apr 2024

Prevent duplicate emails to contacts that share an email address

This ensures streamlined communication, avoiding cluttered inboxes and preserving brand reputation. With email deduplication, businesses can rest assured that messages are sent only once to customers with identical email addresses, optimizing customer relationships.

Key Details:

  • Enable or disable email deduplication for real-time segment-based journeys.
  • Ensure each unique email address receives messages only once in segment-based journeys.
  • Review duplicated email addresses conveniently with journey analytics.

 

Timelines:

Early Access: —

Public Preview: —

General Availability : Apr 2024

Confidently build and test journeys before deploying to production with ALM using Power Platform Solutions

In the dynamic landscape of customer experience transformation, this capability is crucial for ensuring precision, efficiency, and minimal manual intervention in moving assets between different environments.

With feature marketers can finally seamlessly test journeys in dev or pre-production environments and then effortlessly move them to production using Power Platform solutions. This feature guarantees a smooth and predictable journeys transition, providing businesses with the confidence to avoid unintended triggers and activities in their customer journeys.

So cool to see how complex components from other modules like Customer Insights – Journeys are gradually adapting to Power Platform solutions.

Timelines:

Early Access: —

Public Preview: —

General Availability : Jun 2024

Conclusion

There you have it, these were my highlights for this release wave on Dynamics 365 CE. I hope you enjoy reading it as much as I did.

Here you have the documentation of it, go and read it because probably you will encounter other ones that are more interesting to you.

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