Microsoft continues to drive innovation with its latest update for Dynamics 365
Microsoft’s Dynamics 365 Wave 2 updates enhance various solutions within the Dynamics 365 suite. These updates aim to streamline business operations, improve customer experience, and optimise project management.
Below we explain some of the new features and improvements our experts have identified as most valuable.
Improve Collaboration Across Teams With Copilot
The introduction of Copilot into Dynamics 365 Customer Service and Dynamics 365 Field Service can significantly improve collaboration between users. With real-time collaboration tools, customer service representatives review case histories, trigger payments, schedule on-site installations, and ensure products and services are prepared accordingly. This joined-up approach effectively creates a more rounded and satisfying customer experience.
360-Degree Account View
Dynamics 365 Sales now includes AI-generated summaries for accounts. Providing a complete overview of account activities without the need to navigate through multiple tabs or contact various team members, this significantly streamlines processes for sales representatives. It also includes opportunity data, associated leads, the latest news about the account, and key information, all presented on a single screen.
Real-Time Queue Management
Dynamics 365 Customer Service now allows admins to update queue memberships for agents in real-time. This feature is particularly beneficial for projects with fluctuating demands. Admins can now reassign workloads swiftly, ensuring agents can efficiently handle multiple case types.
Microsoft Teams Integration
Integration with Dynamics 365 provides automatic meeting summaries and converts them into CRM tasks. This eliminates the need to rewatch recordings or manually take notes, ensuring that follow-up tasks are created and linked to existing opportunities.
New Subscription Module
The new subscription module for Dynamics 365 simplifies management and billing:
- Contracts For Recurring Billing: Easily manage contracts for items and services with recurring billing.
- Flexible Billing Parameters: Customise billing schedules to meet more diverse needs.
- Revenue Recognition: Automate revenue recognition based on billing schedules.
- Comprehensive Reporting: Generate detailed reports for contracts, customers, billing schedules, recognised revenue, and future billing dates, all accessible via Power BI.
Enhanced E-Document Management
Updated e-document management capabilities allow for the import and export of bulk documents from SharePoint, improving document handling efficiency.
Archive Service Management Documents
The new archive feature for service management documents enables automatic archiving based on user-defined options within the service management setup. This ensures that documents are stored efficiently and can be retrieved easily when needed.
Field Service And Service Management Integration
Integration between Dynamics 365 Field service and the service module allows for seamless management of work orders and consumption in Field Service, as well as efficient invoicing and fulfilment within Business Central.
Azure AI Document Intelligence
Utilising Azure AI Document Intelligence, the enhanced OCR service can now process invoices and receipts more accurately. This feature improves data capture efficiency and reduces manual entry errors.
Shopify Enhancements
New enhancements for Shopify integration include:
- Invoice Visibility: Buyers can now view all their invoices, regardless of their origin.
- Metafield Data Synchronisation: Manage and synchronise metafield data from Business Central using the UI or extensibility model. This allows for mapping fields, attributes, or related entries from Business Central to Shopify metafields seamlessly.
What You Need To Know About The Dynamics 365 Wave 2 Updates
Microsoft Dynamics 365 Wave 2 updates bring a host of new features and enhancements designed to streamline business operations, improve customer experiences, and optimise project management. With these updates, users can achieve greater efficiency, enhanced collaboration, and improved overall performance.
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