Dynamics 365 2021 Wave 1 Release Highlights: Customer Engagement
Twice a year, Microsoft announce new features and updates across their Dynamics 365 platform. Here, the Tisski team have picked out a few Customer Engagement highlights from the 2021 Wave 1 release.
Dynamics 365 Customer Service
Microsoft have made it easier for agents to collaborate with people across their organisation, from supervisors and agents in other departments, to customer service peers and support experts, without leaving existing conversations.
Microsoft Teams chats can now be linked directly to D365 Customer Service records, enabling a contextual experience and providing users a full-picture view of any case record. Being able to review previous internal discussions related to a case or contact will allow users to make more informed business decisions and provide better customer service.
Dynamics 365 Sales
2021 brings the long-awaited deal manager workspace to D365 Sales. This feature offers users a new experience that is intuitive, modern and personal, and allows sellers to quickly view the right deals, get the right context and take appropriate action.
The workspace experience will change the way sellers interact with their opportunities, making them more productive and, ultimately, more successful at closing deals. It is fully functional out-of-the-box within the Sales hub app and has the flexibility to be used by those with custom apps, too.
Dynamics 365 Field Service
D365 Field Service is helping organisations improve customer experience by enhancing visibility of upcoming service visits. Automated service visit reminders, sent via email and SMS, will ensure customers are ready and available when the technician arrives, eliminating wasted trips due to customer unavailability.
On the day of service, users can send notifications informing customers of the technician's estimated arrival time, with the ability to track the technician's progress to the destination in real-time, helping customers better plan their day around a service visit.
Following a service visit, Field Service users can collect direct feedback from customers, driving further improvement to field service operations.
Dynamics 365 Marketing
With the latest release comes several new ways for D365 Marketing users to unleash the full power of artificial intelligence (AI).
Users can now target AI-generated segments using attributes such as recency, frequency and monetisation to target high churn risk or high-value customers. Leveraging this feature will save time and add massive value to the product.
Users can also access AI-driven, context-based suggestions for the best image, video, document or fragment for messages.
Dynamics 365 Customer Insights
Audience insights in D365 Customer Insights enable every organisation to unify and understand customer data to gain an accurate perception of a customer and take necessary action.
Contextual customer insights and tailored customer profile cards will enable marketing, sales and service professionals to drive personalised engagements across multiple channels. Users will, at a glance, be able to see all of a customer’s transactional, observational, and behavioural data and their interactions with multiple systems.
This will enable more informed business decisions and offer users a 360-degree view of each customer within the system they’re working in.
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