The release notes were published July 8th 2020 and the planned features will be rolled out between October 2020 and March 2021.
Early access to selected features is available from August 3rd 2020, for testing and validation purpose. Alternatively, general availability (GA) commences on October 2nd 2020, when regional deployments will begin.
The full Dynamics 365 and Power Platform product roadmap and full details of the Wave 2 release are available either online or in PDF format.
The Dynamics 365 CE areas covered by this article are:
D365 Service comprises four main areas: Customer Service, Customer Service Insights, Field Service and Remote Assist. The Wave 2 release features for each are outlined below.
Dynamics 365 Customer Service continues to evolve with new forms and dashboards, usability improvements around editing Knowledge articles, emails and email templates, and the ability to run multiple sessions. Other notable features include;
A number of features will be added to the Omnichannel experience to reflect the new Customer Service features listed above. In addition to these, the following features will also be available:
“Dynamics 365 Customer Service expands agent productivity capabilities, enabling agents to engage in multiple sessions simultaneously. Omnichannel for Customer Service is enhanced with additional extensibility options to enable integration with mobile applications, Microsoft bot framework, and outbound messaging channels.” Microsoft
The Customer Service Insight features in the Wave 2 release generally reflect the improvements being made in the Customer Service and the Omnichannel experiences. By integrating Insights into Customer Service and Omnichannel apps, it has been possible to include agent suggestions for Knowledge and case closure, and also include the ability to improve topic generation by excluding unnecessary phrases.
“Dynamics 365 Customer Service Insights adds new capabilities to help agents using similar case suggestions to resolve customer issues quickly and easily. A new analytical view for customer service managers helps them focus on key support areas that need their attention. These highlights will also be included directly in the core Customer Service Hub app, so that users can get insights in context without having to switch between applications.” Microsoft
A number of usability enhancements will be released, providing direct integration with other elements of the platform such as Power Automate and Supply Chain, and improving visibility of assets. In addition, the following features have been added:
The Field Service mobile app has also seen some improvement, with Connected Field Service and Technician Time Tracking being made available.
“Dynamics 365 Field Service continues to add intelligence capabilities, including a new Field service dashboard for monitoring key KPIs and work order completion metrics. There are many user experience enhancements to enable proactive service delivery. The Field Service mobile app is enhanced with push notifications and realtime location sharing. This release also includes scheduling enhancements such as multiday manual scheduling and enhanced skill-based matching.” Microsoft
Improvements to Dynamics 365 Remote Assist are focused on three key areas: service and repairs, surveys and walkthroughs, and knowledge and service insights. By using Microsoft HoloLens or iOS/Android devices, technicians are able to collaborate in real-time from any location to resolve issues. Features included in this release include:
If you’d like more information about any of the products discussed in this article, please get in touch and one of our expert consultants will be more than happy to talk to you!