Top New Features Included in the October 2020 Release for Dynamics 365 Sales and Customer Service

by | November 6, 2020 | Dynamics CRM

d365 sales and customer service release fall 2020

The Dynamics 365 Customer Engagement October 2020 Release is now available for online-based users. This is a major release from Microsoft and includes updates across the entire Customer Engagement suite. Below we have listed some of the top new features available in the sales and customer service components of the system. You can view the full release notes from Microsoft here.

Sales

Within the sales modules there are three areas of focus for the 2020 Wave 2 Release:

1. New Mobile Experience

The mobile experience general availability date has yet to be announced but is currently available for public preview. This update simplifies the mobile experience and offers quick access to customer information on mobile devices and an easier way to update contact data. When searching for contact records, the improved search experience includes search suggestions, search as you type, and result grouping. Additionally, responsive lists reduce clutter and optimize lists for both drill-downs and bulk actions.

2. Forecasting and gamification

This feature set is now available and empowers users to drive accountability and predictability in the sales process. With the enterprise-grade, fully customizable forecast common sales scenarios can now be broken down further to include opportunity splits, opportunity overlays, and forecasting by product or even by quantity.

The gamification feature is available in the admin view in the Unified Interface for CE and can be used to boost seller motivation.

3. Usability enhancements

Consistent email experience

Enhanced email experience, which was earlier supported only while composing emails, will now support actions like view, update, and reply from the timeline section.

Enhanced PDF capabilities

Users can now save and share PDF files and navigate information within documents easier than before.

Improved Data Management

More access to information to determine why a record is being flagged as a duplicate. Additionally, users can easily view and identify the matched account and contact records when qualifying a lead.

Customer Service

The customer service module within Dynamics 365 Customer Engagement has been updated with quite a few new features for users. There are additional updates that are slated to be released but are currently only available for public preview and not a general release.

Activity monitoring for automatically created records

When customers submit emails, case records are automatically created within D365. Now leads or other entity records can also be automatically created.

Agent suggestions for knowledge

AI helps automatically suggest the best knowledge articles based on information within the case.

Configuration experience for timeline in the new form designer

Enables the timeline to show a customer’s history across cases, accounts, or contacts.

Customer Service workspace – new multisession app

Gives customer service agents the ability to work on several different customer cases simultaneously.

Enhanced knowledge articles editing and view experience

Create, expand, and collapse sections within an article so readers can find more relevant sections of a longer article quickly.

Familiar, modern email template experience for agents and administrators

Ability to create templates to send similar messages to multiple different contacts. Ability to cut and paste content from Office documents and personalize with dynamics customer or entity data.

Insert knowledge articles into an email

Search for knowledge articles and insert them into emails without leaving the email.

Intuitive email file attachment experience for agents

Add or remove files from emails quick and easier than before.

Usability enhancements for timeline

Gain a better understanding of the customer’s history within the timeline view.

 

To learn more about Dynamics 365 Customer Engagement, please reach out to the experts at Stoneridge Software.

Related Posts

0 Comments

Submit a Comment

Your email address will not be published. Required fields are marked *

Upcoming Events

september

01sep10:00 am10:30 amEnsuring Quality and Compliance for Batch Manufacturers in Life Sciences

01sep12:00 pm12:30 pmIs it Worth It to Move to the Cloud? A Look at Considerations for Current Agribusinesses Using Dynamics GP

01sep2:00 pm2:45 pmWhat’s New in Dynamics 365 Finance and Supply Chain

09sep11:00 am12:00 pmConfab Live with Stoneridge – Data Strategy and Reporting – Mining Decision Making Insights

15sep10:00 am11:00 amSolving the Biggest Challenges in Agribusiness Through Innovation and Technology

22sep12:00 am12:30 pmSimplifying Payroll and HR Management with ADP Workforce Now

22sep10:00 am10:30 amStreamlining Batch Manufacturing with Technology

22sep2:00 pm2:30 pmProcess Automation for Microsoft Dynamics D365 for Business Central, Finance and Operations and GP

23sep11:00 am12:00 pmConfab LIVE with Stoneridge - Riding the Wave 2 Release – Key Features Coming to Dynamics 365 this October

29sep10:00 am11:00 amTop Five Reasons Why NOW is the Right Time to Move from Salesforce to Dynamics 365 Customer Engagement

29sep12:00 pm12:45 pmUnderstanding Job Costing and Tax Management in Business Central

29sep2:00 pm3:00 pmDigitalizing Horticulture & Agriculture - How to Sell Plants Online and Simplify Business Management

30sep12:00 pm4:00 pmSecurity and Permissions Training for D365 Business Central or Dynamics NAV

october

06oct10:00 am10:30 amPreview of D365 Business Central Fall Release Features and Functionality

06oct12:00 pm12:30 pmInsider's Guide to New Features Available in the Fall Release of D365 Finance and Supply Chain

07oct11:00 am12:00 pmConfab LIVE with Stoneridge - Dataverse and Dynamics in Review – Let’s Get Technical

21oct11:00 am12:00 pmConfab LIVE with Stoneridge - Dataverse and Dynamics in Review – Let’s Get Functional

26oct(oct 26)9:00 am28(oct 28)5:00 pmStoneridge Connect Leadership and Community Conference

About Stoneridge
Stoneridge Software is a unique Microsoft Gold Partner, with emphasis on partner. With specialties in Microsoft Dynamics 365, Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP and Microsoft Dynamics CRM, we focus on attracting the most knowledgeable experts in the field to our team, and prioritize delivering stellar solutions with maximum impact for your business. At Stoneridge, we are deeply committed to your results. Each engagement is met with a dedicated team, ready to provide thorough, tailored, and expert service. Based in Minnesota, we intentionally “step into your shoes,” wherever you are. We focus on what you care about, and develop trusting, long-term relationships with our clients.

Subscribe To Our Blog

Sign up to get periodic updates on the latest posts.

Thank you for subscribing!

X