Top 10 Features in the 2024 Wave 2 Release Plan for Dynamics 365 Customer Engagement
The 2024 Wave 2 Release for Dynamics 365 Customer Engagement includes enhancements and new features in all of the solutions housed under its umbrella, including:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Field Service
- Dynamics 365 Customer Insights - Journeys
These upgrades will empower your team to boost sales, improve marketing activities, and increase customer and user satisfaction. In this blog, we have pinpointed 10 features to get excited about in Customer Engagement.
Dynamics 365 Sales
For Dynamics 365 Sales, Microsoft is emphasizing boosting sales through data, intelligence, user-friendly experiences, and increased AI capabilities. Here are a few highlights:
Copilot Immersive Homepage
The Dynamics 365 Sales Copilot home experience enhances sales performance by providing real-time insights and intuitive natural language chat capabilities, enabling you to manage sales activities, build customer relationships, and drive success. Expanding your workspace with Copilot enhances your ability to access insights, prioritize tasks, and navigate customer details, deal information, and schedules.
With this functionality, your sellers can:
- Follow suggested actions to stay ahead in your work.
- View goal information and how much you have achieved.
- Find key opportunities to focus on.
- Prepare for upcoming sales meetings.
- Stay on top with real-time insights across different entities.
- Chat with Sales Copilot in an immersive wide-screen experience.
Additionally, you can monitor performance through interactive charts and use the embedded calendar to plan and manage your day efficiently.
Customized Lead Qualification Process
Streamlined lead qualification in Dynamics 365 Sales allows you to customize the qualification process to match your organization's specific sales criteria, reducing time-consuming interactions and enhancing lead evaluation efficiency. Sales professionals benefit from Copilot-generated lead summaries, prepopulated opportunity fields, and the ability to create multiple opportunities from a single lead, boosting productivity and focusing efforts on high-value sales tasks.
This feature benefits two key people in your sales departments:
- For administrators:
- Customize the lead qualification process for a thorough evaluation.
- Enable Copilot-generated lead qualification summaries.
- Set up the creation of multiple opportunities from a single lead.
- For sellers:
- Assign opportunities to other team members, enhancing collaboration.
- View AI-generated lead summaries post-qualification.
- Create multiple opportunities from one lead.
Summarize and Save notes into CRM from OneNote
Sellers often use OneNote for organizing customer notes and need to update their CRM with these interactions. With the new Copilot feature in OneNote, you can summarize notes and directly save them to your CRM without leaving the OneNote app, keeping you in your workflow.
Here are some key details:
- Use Copilot in OneNote to summarize customer notes.
- Save summarized notes directly to your CRM with proactive suggestions from Copilot for selecting the correct record.
- Enable this feature by adding the Copilot for Sales plugin into OneNote Copilot.
Dynamics 365 Customer Insights - Journeys
Marketing is your first contact point with existing and potential customers. With the new features and enhancements in Dynamics 365 Customer Insights – Journeys, Microsoft is focusing on making work easier with automation, AI, and connecting the bridge between sales and marketing.
Create journeys by using Copilot to describe them
Dynamics 365 Customer Insights - Journeys empowers anyone to create personalized customer journeys in minutes using everyday language, allowing you to focus on delivering personalized experiences and quickly aligning with your team and stakeholders.
With this feature, you can:
- Use natural language to describe the journey you want to create.
- Get started quickly with a list of suggested journey ideas.
- Preview the journey created by Copilot before finalizing.
- Receive a detailed summary of the journey, enabling you to review and refine it before adding content.
You can also create brand-consistent emails with templates with the assistance of Copilot.
Create a comprehensive event portal
Events are a key strategy for customer acquisition and engagement, and a centralized event portal allows clients to easily discover, learn about, and register for your events.
With this update, you can create an event portal for customers to view event details and register. You can also embed the portal into an existing website and use an out-of-the-box Power Pages template for quick setup. This lets you display upcoming events and provide detailed summaries, including session information and speaker schedules.
Track email engagement with heatmap analytics
Understanding which content engages your audience is essential for improving email performance. Real-time email insights provide clear, visual feedback on audience interactions, helping you refine user experience and boost conversion rates.
Here are some key feature details:
- Gain actionable insights into customer interactions to refine your email strategy.
- Quickly visualize engagement based on your email design.
- Identify which areas and links have the highest and lowest engagement with metrics like click-through rate (CTR), total clicks, and unique clicks.
- Filter the heat map by email version, journey version, and date for targeted analysis.
Dynamics 365 Customer Service
In the 2024 Wave 2 release for Dynamics 365 Customer Service, Microsoft says it is focusing on improving efficiency within your customer service team through advanced routing, case and knowledge management, AI, and embedded Microsoft Teams capabilities.
Extend Copilot with Plugins
Customer service agents need quick access to data and information from your systems to help customers as quickly as possible. With this feature, you can now connect Dataverse to Copilot through plugins that let your agents access this information through Copilot.
This means your agents don’t have to switch tabs when accessing information, making their job easier, which increases customer satisfaction.
Microsoft Teams agent experience enhancement with Copilot meeting summary using Copilot for Service
Copilot for Service helps agents save time by automatically generating meeting summaries and action items during customer interactions, directly integrating with Teams recaps to provide service-specific follow-ups and allowing agents to create CRM tasks on the spot.
Feature details:
- Generates service-specific summaries and follow-up items within Teams recap when Copilot for Service is used in meetings.
- Enables agents to create CRM tasks directly from follow-up items in Teams recap.
- Provides access to call recordings and transcripts for reference.
- Allows meeting summaries to be saved back into the CRM system.
Dynamics 365 Field Service
Similar to other solutions in Customer Engagement, Microsoft is investing heavily in AI and Copilot for Field Service and how it interacts with everyday apps you use like Outlook and Teams. Your technicians often have to work on the fly and need quick access to the information they need to do a satisfactory job for your customers. Here are some key upgrades for Field Service in the 2024 Wave 2 release.
Remote Assist in Teams calls using Field Service Mobile
Improving first-time fix rates is crucial for service organizations, and when technicians encounter issues beyond their expertise, they can now quickly connect with other technicians or support specialists for guidance, enhancing operational efficiency.
Your frontline workers can receive remote assistance through video calls with 3D spatial annotations directly within Teams mobile without switching apps. This feature is currently available on iOS devices and Android support is coming soon.
Enhanced Copilot experiences in the web app
Enhanced Copilot experiences expedite work for both back office and frontline teams, enabling quicker access to essential information and boosting efficiency on the job.
Usability improvements for Copilot in Field Service streamline workflows for technicians, dispatchers, and service managers, integrating seamlessly into existing processes.
Copilot offers direct access to data within Microsoft Dataverse, including work orders and bookings, ensuring teams have the most current information. This release enhances the prompt experience, providing work order prompt guides that help users quickly retrieve relevant work order data, with suggested prompts like "How many work orders do I have scheduled today?"
Summarize work orders in Outlook with Copilot Field Service extension
The Outlook add-in for Dynamics 365 Field Service allows service managers and frontline workers to access work order summaries directly within Outlook, boosting productivity and efficiency by keeping all relevant information in one place. You can generate work order summaries that mirror those available in Field Service web and mobile directly from Outlook, ensuring consistency across platforms.
By default, Copilot uses a predefined list of tables and columns to create the summaries, but administrators can customize this configuration to suit specific business needs.
Key data fields included in the summary are:
- Booking information
- Activity details
- Notes from work orders and bookings
- Work order product and service details
- Service tasks
- Asset information and work order history
Want to Learn More About the Upcoming Features in D365 Customer Engagement?
Get in touch with the Stoneridge team! Our experts are learning about these new features so they can help you implement them into your environments and further enhance your cloud-based solutions.
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