This release plan describes new features that will be released from October 2022 to March 2023.
Key Dates for the 2022 Release Wave 2
July 12th 2022 – Release plans available
August 1st 2022 – Early Access Available
October 1st 2022 – General Availability
Marketing
B2B Dynamics 365 Marketing users will see improvements to the personalisation of experiences across the whole buyer journey, allowing organisations target up to 100 million customers with a maximum of 300 million messages/interactions a month. Sales and marketing teams will see better collaboration and alignment thanks to intuitive lead capture forms, lead nurturing automation, and a new analytics dashboard that will help departments see the whole picture when it comes to marketing activity.
Sales
The emphasis on data and AI continues from this years wave one release for Dynamics 365 Sales. For example, the seller experience is optimised using data and AI, helping sellers to better prioritise their work. This is done with productivity tools, ‘in-the-moment’ collaboration experiences, and efficient customer and colleague engagement, all helping to save precious time.
Customer Service
Dynamics 365 Customer Service will see improvement regarding collaboration, user experiences, and productivity. Contact centres will be streamlined with unified routing enhancements such as percentage-based routing, preferred agent routing, and longest idle routing. Agents can work together to resolve complex cases using Microsoft Teams, allowing customer support staff to collaborate remotely. Customers have a more flexible experience, as contact centre agents can offer to leave a voicemail, call back, and dial agents directly in the voice channel. Agents will also see an improved user experience, with an enhanced conversation timeline, horizontal multisession navigation, and AI-powered conversation summary. Dashboards will also be available to supervisors to view Power Virtual Agent analytics.
Field Service
With Dynamics 365 Field Service updates, organisations will be able to build and maintain location and assets for large facilities. Costs can be kept at a minimum by configuring ‘do not exceed’ limits and management can save time and energy by grouping similar incident types under ‘trade’/ booking lock constraints will see optimisation improvements and the mobile app will continue to assist front-line workers with a range of user experience improvements.
Customer Insights
Dynamics 365 Customer Insights users will be able to save time with out-of-the-box insights, predictions, segments, and measures with infinite extensibility. Real-time insights, analytics, and activations will improve the personalisation of experiences, and seamless workflows across Dynamics 365, Power Platform, and Microsoft Dataverse will help organisations view the whole picture with insights from integrated data.
Other
Dynamics 365 Human Resources will see improved efficiency with notifications outside of the application for benefits processes and tasks, and HR business partners can tailor experiences and automatically complete processes where manual decisions are required immediately.
Want to discuss what this wave of updates mean to your organisation? Get in touch below.
