Microsoft’s forthcoming October 2020 launch for Dynamics 365 is coming with a variety of great features. Clients of Marketing, Sales, Customer Service and Field Service have a whole lot to be excited about.
Let’s touch on the top seven features in the October release:
1. Dynamics 365 Marketing: Running Courses in Teams
In the wake of associations’ increased desire to become flexible in working remotely and connecting with people on the internet, Microsoft business email will be providing webinar capabilities right in Teams. This attribute will integrate with Dynamics 365 Marketing and enable users to handle registrations, reporting and communications for webinars.
Top 7 features of the Microsoft Dynamics 365 October release
This feature will Make It Possible for you to:
Set a webinar event as a Teams reside event or even a Teams meeting
Enable occasion check-ins for live meetings and events, allowing more visibility into online presence
Integrate advertising events directly with Teams
Utilization Teams as the webinar provider
Dynamics 365 Sales: New cellular experience
Frequently, revenue teams are on the move and lack the opportunity to upgrade CRM tools. With fast-paced work surroundings, entering sales information could be brushed over. Yet up-to-date earnings statistics and consistent entries are the keys to driving business operation.
Field sales teams no longer must wait. Using a new mobile app, D365 Sales is fast and easy to use.
The app allows you to:
Access a home screen that displays users’ most crucial information and related files using automatic lookup ideas and reactive lists — letting you create relevant updates
Quickly update records in seconds while on the go
Search information on clients
Top 7 features of the Microsoft Dynamics 365 October launch Top 7 features of the Microsoft business emailDynamics 365 October releaseTop 7 features of the Microsoft business email Dynamics 365 October release
3. Dynamics 365 Customer Service: Enhancing agent productivity
Improvements include analytics, KPIs and additional insights that the customer care agent can see while managing cases. In this manner, as they are alongside a client, they can see key insights associated with that customer and areas of the company to assist flow the dialogue and build background to the customer’s current situation.
Agents can take part in multiple sessions concurrently to help drive productivity and enhance the agent’s expertise and the customer service they could offer; this concept is comparable to opening multiple tabs in a web browser.
Dynamics 365 Customer Service: AI-driven suggestions
Support capacities are becoming more robust as omnichannel offers more avenues for achievement. Frequently, support representatives must sift through many cases and knowledge posts to extract the relevant information for a client. In this upgrade, with the help of AI, the machine can proactively search for relevant information and make suggestions for your agent to present to the client — conserving the agent time spent digging through cases and providing them more time with the client.
Also, agents can view previous brokers who’ve dealt with similar cases and also collaborate across agents to discover the information they are seeking.
High-level advantages: decreasing time spent on one call with a customer (improving turnover rate of forecasts ), in addition to adding greater depth to the dialogue because brokers can use AI to help suggest relevant knowledge articles or cases.
5. Dynamics 365 Customer Service: Omnichannel for client service
This previous D365 Customer Service upgrade expands the channels where clients can engage with support agents.
Live chat can now be embedded into an individual’s mobile program.
Customer support agents are now able to proactively reach out for their client network to send notifications regarding forthcoming appointments, status on tickets, etc..
Surveys can be submitted to the customer after their involvement with a service agent has been concluded. This helps provide constant improvement levels to the customer support system.
Messages can be translated in real time to allow customers of unique backgrounds to obtain the support they need in their own native language. Staffing multiple employees who are multi-lingual can be hard — this enhancement helps with this.
6. Dynamics 365 Field Service: Insights for Field Service
Improvements into the insights for Field Service is going to be a popular additional feature for those with Field Service frequently. Managers can uncover more visibility through work order completion polls, dashboards for key field service metrics and work order metrics.
The upgrade lets you:
Configure customer satisfaction surveys and send them out through Types Guru to solicit feedback and ensure work is fulfilling the customer’s expectations.
Utilize a new dashboard with out-of-the-box field support metrics and measures to guarantee support is effective.
See the estimated duration of a work sequence and also the history of support within its life cycle. Some metrics which are recorded comprise complete estimated length, as well as first came on and completed on; those are captured on every work order.
Dynamics 365 Field Service: Assessing for Field Service
A variety of attributes introduced for Field Service enables scheduling to turn into a more efficient and less grueling process. Service managers will have the ability to accurately manage their technicians with tools that can predict technician travel time, allow for travel beyond working hours and a lot more.
A source scheduling optimizer that enables automated scheduling and reduces manual scheduling to free up dispatcher time to get higher-value activities.
A tool which offers a prediction for the duration of a certain job. This AI-powered model may be utilized to discover technician’s strengths and learn from historic booking completion times.
A feature that automatically matches a technician with the least common denominator of abilities first when there’s more capacity than demand.
A better user experience which makes it a lot easier to deal with the needs calendar.
Permit Wipfli operate with your staff to test just how Microsoft’s October 2020 release impacts your D365 environment. We can also help you plan your transition and prepare your team. Contact us to Begin, or continue reading on:
Field Service inspections for D365 — that the wait is over
D365 user adoption tips and tricks
Prepare lively budgets and fiscal analyses with Microsoft business email Dynamics 365