What's coming to Dynamics 365?
Find out what Microsoft has planned for release wave 2 across the Dynamics 365 solutions in today’s article where we outline some of the innovative features coming to Dynamics 365 Sales, Copilot for Sales, Dynamics 365 Customer Service and Dynamics 365 for Project Operations.
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Dynamics 365 Sales
Microsoft will be enhancing the Copilot experience across Dynamics 365 Sales with updates coming soon that promise to transform seller productivity. A new full-screen Copilot Home will be available to present tailored AI insights that help identify leads and role-specific actions. This immersive interface in conjunction with the natural language conversation facilitated by Copilot will help sellers plan a more strategic approach to their interactions, with easy access to customer history, deal information and sales activity making it easier to prioritise and plan tasks in the most efficient way. Users also have the ability to use Copilot to carry out daily tasks like summarising information and responding to emails. Not only that, but the document summary feature coming in November 2024 will be especially useful to salespeople, with the ability to automatically summarise and note key points from documents like reports, proposals and agreements. This feature will save users significant hours so they can focus on nurturing customer relationships, identifying opportunities, driving sales and closing deals.
Microsoft Copilot for Sales
Copilot for Sales will continue to support sales activity with new AI-powered features, such as leveraging AI-insights to generate leads and using natural language to ask questions about data stored in the organisation’s CRM. Users will also be able to update CRM data directly from the post-meeting insights page to save time and keep CRM data up-to-date and accurate. Further, managers will have access to a dashboard that aggregates and analyses customer interactions and seller behaviors to identify trends and areas for improvement. Managers will be able to identify the efficacy of their sales strategy, respond to market trends and use the data to better train their sales teams.
Dynamics 365 Customer Service
D365 Customer Service will soon be enhanced with further Copilot and AI innovation. Proactive prompting will allow customer service agents to discover and prompt Copilot without even needing to type out the prompt. This will make customer interactions much quicker and more effective, which will ultimately drive positive experiences. You will also be able to connect external systems to Copilot using plugins, unlocking access to this data through Copilot so customer service agents are always equipped with the information they need to fulfil their roles.
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Dynamics 365 for Project Operations
The focus for Project Operations is on AI-enhancements, with Copilot in Project Operations to improve quote-related processes. The feature will allow users to add or modify quote line details straight from a unified grid interface which will minimise error and accelerate quote generation. Further, the advanced quote summary feature generated through language learning models (LLMs) provides comprehensive overviews to support informed decision-making and planning.
If you would like to learn more about what’s coming to Dynamics 365, get in touch with one of our solution specialists today.
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