The first wave 1 release plan for 2021 was recently released for Microsoft Dynamics 365. This Dynamics 365 Wave 1 plan is a compilation of new capabilities planned to be released between April 2021 and September 2021. This is the first of hundreds of new features and enhancements that Microsoft plans on implementing this year. Let’s take a look at Microsoft’s plans for Dynamics 365.
New time-saving features will allow vendors focus on selling, provide more access to data insights, and enhance mobile experience. Look out for updates to Automation and Sequencing, Conversation Intelligence, and mobile applications.
These updates will focus on creating deeper customization to engage customers. There will be more channels to reach customers with the right messages, and analytics to view results.
Microsoft Dynamics 365 Customer Service delivers an all-in-one contact center with a first-party voice built on Azure Communication Services and smart, skill-based, channel-wide routing. Enhancing agent productivity capabilities in knowledge management, timelines, email and agent dashboards will be a priority.
There will be a range of new features designed to simplify the management of tenants by partners and the management of licenses and permissions by administrators. Improvements to software with broaden the integration with Microsoft teams.
Users will learn from the machine learning, showing when customers are expected to pay, predicting what the budget should be, and viewing the forecasted cash positions. Electronic Invoicing Add-on for Dynamics 365—the first configurable globalization microservice that expands existing capabilities in Dynamics 365 Finance, Supply Chain Management, and Project Operations will be available. This will ensure better scalability for customers to adapt to changing regulatory requirements.
A comprehensive customer experience that enables self-scheduling service and the ability to rate technicians will be introduced.
Microsoft Dynamics 365 Project Operations will have plenty of new experiences including the ability to predict, use and invoice unstocked project materials and the ability to set up contractual obligations such as billing methods and task-based rules or work-based scheduling elements. Any customers who currently use Project Service Automation will be able to upgrade to Dynamics 365 Project Operations when the upgrade scripts are released.
There will be new enhancements for benefits management including notifications, summary statements, and a summarized view of employee enrollments.
Customer Insights will help companies to interactively understand how their customers use their goods and services through their website, mobile apps, and linked product touchpoints. Engagement insights extend to multi-channel analytics for richer consumers over data from other platforms.