Release Wave 2 Updates

October 2020

Highlights from Microsoft Release Wave 2

At a high-level, Dynamics 365 Release Wave 2 gives us the opportunity to adapt and succeed. With more than 500 new abilities, you can connect with the Power Platform to enable individuals to create apps and business processes. And now, because of the current pandemic, working remotely has become the new normal. Release Wave 2 for Sales, Customer Service, and Field Service allow us to adapt in a timely manner to any conditions at a rapid pace.

If you’re an administrator, user, or lover of Dynamics 365 CRM – here are a few highlights from this release.

Field Service

The updates in Release Wave 2 include driving productivity to increase success with first-time fix rates, scheduling, tracking and management. Technicians can use the updated Dynamics 365 Remote Assist to troubleshoot and resolve issues in a timely manner.

Customer Service

You can now enjoy a more inclusive view of our customer base. Audience insights allow us to analyze cross-channel customer data from websites, mobile apps and products. With Dynamics 365 Customer Voice integration, we can now track feedback and drive engagement when customer behaviors change.

Release Wave 2 Updates for Sales

Buying experiences are becoming more and more digitized. With this shift, buying and selling methods require sellers to collaborate with their customers remotely. Sellers focus on activities and interactions that connect their buyers by communicating and relating to them.

AI-based updates are being added to Dynamics 365 for Sales that deliver contextual insights for guiding sellers to the next best action. Features including sales accelerator, advanced forecasting, and pipeline intelligence help sellers during this shift. In addition, Net Promoter Scores (NPS) can be measured using Dynamics 365 Customer Voice.

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