Article

First Take: Key updates for Dynamics 365 Customer Experience apps in 2020 release wave 2

by Heidi Neuhauser
Partner, Reenhanced

There’s nothing more exciting than to receive a copy of the new release plans for Microsoft Power Platform and Dynamics 365, and the latest is the new 2020 release wave 2. The features in the respective documents will be released from October 2020 through March 2021. Grab a cup of coffee (or seven) and dive into the thrilling read – the Power Platform notes are a 107 page PDF document and Dynamics 365 is a mere 361 pages in the PDF version! If you do not have a few hours to devote to reading through the release notes, there are a few BIG updates you should know about.

Here are some of the high-level updates for the customer experience-focused apps within Dynamics 365 (there are many other content areas like Finance and Operations, but I am focusing here on the traditional CRM areas). I have linked to different parts of the release notes so you can dive in and learn more about the areas that interest you the most.

  • Sales: The updates in the Sales area of Dynamics 365 are around forecasting and gamification, a new mobile experience, the integration of AI to provide some pretty cool sales insights, and a new preview featured called Product Visualize (more on this below!). Once again, Microsoft is focusing on simplifying the user experience, which includes a host of welcome changes.

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CPQ (Configure, Price, Quote) Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dataverse (CDS) Dynamics 365 Marketing Mobile Applications Power Apps Power Apps Portals Power Automate Power BI Power Platform Sales Sales & Marketing Sales & Ops Planning Sales/Product Configurator
About Heidi Neuhauser

Heidi is a Partner at Reenhanced. She is a Microsoft MVP for Business Applications and is passionate about user adoption, out-of-the-box configuration tools, Dynamics 365 and the Power Platform.

More about Heidi Neuhauser