Nine New Features Coming to Marketing, Sales, and Service in Dynamics 365 Customer Engagement

By Adam Hallbeck | October 4, 2018

New features are being released for Dynamics 365 Customer Engagement from October 2018 to February 2019 and include a variety of enhancements. These updates not only make Dynamics 365 more robust for users, but also include features that harness the power of AI, Business Intelligence, and custom analytics that will empower marketing, sales, and customer service teams to understand customer trends and engage their customers more efficiently and proactively.

Here are nine exciting new features that will be included in the Fall Release for Dynamics 365 Customer Engagement:

Marketing

Custom Dashboards can be generated using Power BI to include information from a variety of sources, apps, social listening, and interactions. These dashboards will give marketers a complete view of campaign effectiveness and help determine the next steps in the campaign cycle. Dynamics 365 for Marketing will also employ Customer Insights (DCI) for next-level reporting and trend analysis.

Marketing Calendar will provide a quick overview of all scheduled activities and events so everyone on the team has the same information and can plan effective, timely campaigns through various channels.

LinkedIn Integrations help to automate marketing to key target audiences. Integrating with LinkedIn will allow marketers and sales teams to source and identify leads, track activities, and use Customer Insights for marketing and segmentation automation.

Sales

Playbooks allow users to automate repeatable sales activities that lead to successfully closing a deal. Tasks and activities can be configured to automate once a trigger point is reached.

LinkedIn Sales Navigator integration with Dynamics 365 shows sales team members fundamental data about companies, including size, location, industry, and key contacts. Additionally, it suggests a path to a warm introduction through an automatically generated connection list.

Integration to Microsoft Teams allows sales teams to more effectively share sales collateral, keep in contact about leads or accounts, and record notes and data in one centralized location.

Service

Universal Resource Scheduling allows users to schedule complex combinations of resources by considering the availability of employees, facilities, and equipment.

Suggest Similar Cases feature reduces the amount of time it takes for an issue to be resolved by intelligently suggesting similar cases to help customer service representatives decrease their time to resolution.

Knowledge Article Recommendation immediately provides article recommendations based on all related entities’ data, giving customer service representatives faster access to relevant articles to help resolve cases quickly.

These nine new features only scratch the surface on what we can expect in the Fall Release of Dynamics 365 for Customer Engagement. Watch the video below to see even more new features included in the fall release.

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