The Top 10 Microsoft Dynamics 365 2023 Release Wave 2 Enhancements coming soon! Learn some amazing features coming to the Sales, Customer Service, Marketing, and Field Service Apps in the next few months.
The Top 10 Microsoft Dynamics 365 2023 Release Wave 2 Enhancements coming soon! Learn some amazing features coming to the Sales, Customer Service, Marketing, and Field Service Apps in the next few months.
#10
Engage with your customers by invoking SMS chat pane from Activities
Microsoft D365 Sales – Microsoft Link
This feature will enable ease of communication by increasing the number of touchpoints for users to invoke the SMS pane. Users can start SMS conversations from the ribbon bar within the Activities page, similar to other communication channels like email and call.
Feature details
- Invoke the SMS chat pane and send text messages from the Activities page within Dynamics 365 Sales.
- Access Unread Messages as a separate view within Activities.
| Enabled for | Public Preview | Early Access | General Availability |
| Users, automatically | – | Jul 31, 2023 | Oct 21, 2023 |
#9
Prevent messages from sending during unwanted times by setting up quiet times using Copilot
Microsoft D365 Marketing – Microsoft Link
Quiet time settings ensure that your messages are only sent when you want them to be deliver With quiet times you can easily prevent messages from being delivered during nights, weekends, or holidays. Copilot enables you to set up quiet times using natural language.
Feature details
- Set quiet time by channel, such as email, text message, push notifications, and custom channels.
- Vary quiet times by commercial and transactional message types.
- All messages are checked against quiet time settings automatically.
- Messages are held until the end of the quiet time, ensuring prompt delivery after the quiet time ends.
| Enabled for | Public Preview | Early Access | General Availability |
| Admins, makers, marketers, or analysts, automatically | Oct 2, 2023 | – | Dec 2023 |
#8
Pin and unpin records in timeline
Microsoft D365 Customer Service – Microsoft Link
Provide flexibility for your agents by allowing them to pin activities such as records to the top of the timeline so that they can quickly access them later. You can pin a maximum of 15 records. The MS Docs suggest that this will need to be turned on by an admin and will not be default behavior
| Enabled for | Public Preview | Early Access | General Availability |
| Users, automatically | – | Jul, 31 2023 | Oct 2023 |
#7
Leverage AI for resource scheduling in Outlook and Teams
Microsoft D365 Field Service – Microsoft Link
Finding and scheduling the right frontline worker can be a lengthy multi-step process. An AI assistant recommends workers and time slots for the job.
Feature details
Frontline managers and dispatchers can get recommendations to choose technicians or frontline workers to schedule work orders based on attributes like availability, skills, or expertise.
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Oct 13, 2023 | – | Nov 2023 |
#6
Stay on top of your deals with AI-generated account, lead, & opportunity summaries
Microsoft D365 Sales
With the AI account summary feature, sellers can now access a consolidated summary of vital customer data, including buying behavior, associated opportunities, cases, and the latest news about an account. – Microsoft Link
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Jan 2024 | – | – |
With AI-powered lead summaries, sellers can now access a quick overview of leads from D365 Sales, Bing news, LinkedIn, etc. – Microsoft Link
| Enabled for | Public Preview | Early Access | General Availability |
| Admins, makers, marketers, or analysts, automatically | Jul 28, 2023 | – | Oct 2023 |
AI-generated opportunity summaries provide a quick and comprehensive summary of key customer data insights about buying behavior, such as customer preferences, and past purchases. – Microsoft Link
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Jul 28, 2023 | – | Oct 2023 |
#5
AI-powered work order recap
Microsoft D365 Field Service – Microsoft Link
At any point, a user can ask Copilot in Field Service to generate a recap and avoid clicking through the user interface to get caught up. AI-powered work order recaps help service managers quickly access a summary of the work order and its related data, boosting efficiency and improving customer satisfaction.
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Aug 9, 2023 | – | Mar 2024 |
#4
Gear up for meetings with AI-generated preparation notes
Microsoft D365 Sales – Microsoft Link
Copilot in Dynamics 365 Sales uses generative AI to help sellers focus on the key points collected from various sources, making meetings more meaningful and productive.
Feature details
- Copilot in Sales detects meetings coming up in the next 24 hours and prompts the customer to prepare for them.
- Copilot in Sales offers a summary of recent email exchanges and the last 10 notes to help you prepare.
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Jul 28, 2023 | – | Oct 2023 |
#3
Create work orders in Outlook using AI
Microsoft D365 Field Service – Microsoft Link
Frontline workers and managers can create, view, and manage work orders within Microsoft 365 applications, including Microsoft Outlook by harnessing the power of generative AI to deliver accelerated work order creation. With this feature, you can accelerate the work order creation with Copilot in Outlook. The AI-based copilot can assist with extracting relevant details from emails and text and filling in data to the work order form based on the text in the email thread.
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | Aug 9, 2023 | – | Nov 2023 |
#2
Create journeys by describing them using Copilot
Microsoft D365 Marketing – Microsoft Link
Simply describe in everyday words what you want to create and rely on generative AI to build the journey for you. This empowers you to do more with less. Using the journey creator functionality together with content ideas for email creation, you can now get your customer experience ideas to market in no time.
Feature details
- See a preview of the journey Copilot created.
- Get a detailed summary of the journey before adding your content.
- Make edits to your journey
| Enabled for | Public Preview | Early Access | General Availability |
| Admins, makers, marketers, or analysts, automatically | Aug 17, 2023 | – | Feb 2024 |
#1
Draft email & messaging replies with a click using Copilot
Microsoft D365 Customer Service – Microsoft Link
With Copilot, customer service agents can craft personalized, contextual email replies with just a click. Customer service agents can choose from predefined response prompts or even provide custom prompts for complex customer emails. With a click, Copilot crafts relevant and contextual replies tailored to each customer’s needs. Copilot uses the context of your email conversation, case notes, and knowledge articles to produce personalized, contextual emails. You can fine-tune and edit the suggested email reply before you send it to the customer.
| Enabled for | Public Preview | Early Access | General Availability |
| Users by admins, makers, or analysts | May 20, 2023 | – | Oct 20,2023 |