Bi-annual updates to Dynamics 365 will focus on Marketing, Sales and Customer Service fundamentals

Microsoft has announced details of 2022 Release Wave 1 - the first of its two updates to Dynamics 365 and Power Platform applications in 2022. And while all applications are receiving some updates, it appears it’s the modules linked to fundamental business functions that will get the most new features.

With interest in Dynamics 365 Marketing seemingly intensifying, it’s of little surprise that heavy investment has gone into this application in particular. This includes the addition of new communication channels.

“We are enabling our customers to continue the conversation with their customers by responding to SMS replies through a personalized experience based on responses using custom keywords that can be added to journeys” states Mo Osbourne, Corporate Vice President & Chief Operating Officer - Digital Transformation Platform Group, in his release around 2022 Release Wave 1. This offers yet another potential channel for marketers utilising Dynamics 365 to offer more personalised responses.

Dynamics 365 Sales will receive updates focused on improving the speed and quality of customer interactions. This includes the delivery of sales pitches tailored based on AI-powered customer data. In turn, managers will gain greater insight into their sales team performance and interactions, with the end goal of finding faster ways to convert sales.

Dynamics 365 Customer Service too will receive enhancements for administrators, with a new Customer Service admin centre. This will allow for an improved view of data. Agents in turn will get AI suggestions for contacts and conversation replies for customer support.

Finally, Dynamics 365 Field Service will improve the look and feel of the schedule board functionality for faster, more effective working. The Field Service app will also be improved to increase technician productivity.

The best of the Power Platform updates

In addition to updates to Dynamics 365, the Power Platform applications will also be getting new features:

Power BI developments are focused on improving use by teams or individuals, with easier creation of reports and simpler integration with PowerPoint.
Power Apps will support simultaneous team development. It will also be simpler to deploy Power Apps (across an organisation to Android and iOS devices)
Power Apps portals will make it simpler to turn web portals into mobile experiences
Integrating Power Automate with Windows 11 and Teams will become simpler. Meanwhile creating automated flows for machines managed by Azure will also become easier in a drive for robotic process automation (RPA).