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

By Adam Hallbeck | November 6, 2020

d365 sales and customer service release fall 2020

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.

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