Microsoft has announced the Dynamics 365 Wave 2 update for 2024, which brings a host of new features and improvements. Here are the top 5 features that will be introduced in the areas of Sales, Service and Customer Journey Insights:
1. AI-supported recommendations for action in Dynamics 365 Sales
One of the outstanding new features is the introduction of AI-supported recommendations for action, which are automatically generated to optimize sales processes. This feature helps sales reps work more efficiently by suggesting relevant next steps and actions based on data and interactions with customers.
2. 360-degree view with AI-generated summary
Dynamics 365 Sales now offers a 360-degree view of customer accounts supported by an AI-generated summary. This feature summarizes key information about each customer account and provides a comprehensive overview to help sales reps make quick decisions.
3. Improved email composition in Dynamics 365 Customer Service
In the Customer Service area, email composition has been significantly improved. New functions enable better handling of attachments and recipients, which increases efficiency and user-friendliness when communicating with customers.
4. Proactive insights and tips from Copilot
Dynamics 365 Customer Service is enhanced with Copilot, which generates proactive insights and alerts. This function supports customer service employees in responding faster and more specifically to customer inquiries by providing relevant information and suggestions directly.
5. Extended functions for customer journey insights
The new update also improves the functions for Customer Journey Insights. This includes the optimization of marketing campaigns through the integration of AI and data analysis. Marketers can now gain more comprehensive and detailed insights into their customers' behavior and preferences, leading to more targeted and effective campaigns.
Do you have questions about the new functions? Get in touch with our experts.
TSO-DATA
David Eggenhofer
dynamics365[at]tso[dot]de
+49 (541) 1395-707
