From the Microsoft Dynamics 365 CRM Blogs: Customer Service wave 2; Customer journey map; Copilot to boost sales; Radius search

In this week’s Dynamics 365 CE/CRM blog roundup:

• 2024 Release Wave 2: D365 Customer Service
• How to build a customer journey map with Microsoft Dynamics
• Five ways Microsoft Copilot can enhance Dynamics 365 Sales
• Radius search for Dynamics 365 CRM

2024 Release Wave 2: D365 Customer Service

On her blog, Dian Taylor began writing about some of the new functionality coming to wave 2 of Microsoft Dynamics 365 Customer Service. 

Composing emails has improved with updates to the attachment experience. She noted that this feature first appeared in the 2023 release notes and then mysteriously disappeared from the list, although the functionality didn't disappear. 

Taylor wrote about these features in her blog post:

• Improved attachment handling: This will allow for drag-and-drop functionality and easier management of attachments within emails.
• Enhanced recipient experience: Similar to attachments, you'll be able to drag-and-drop recipients in the CC and BCC fields. You can also see the presence and out-of-office status of internal recipients.
• Copilot with plugins: This lets developers create plugins to connect Copilot to other systems. This allows agents to ask Copilot questions and get information from those systems directly.
• Real-time queue membership updates: Agent queue memberships will update in real-time, ensuring that they're assigned to the appropriate queues.
• View Copilot prompts and insights: Agents can now see the prompts and insights Copilot generates proactively.

Taylor stated that these updates aim to improve the efficiency and ease of use for agents working in D365 Customer Service.

How to build a customer journey map with Microsoft Dynamics

Writing on the CRM Software Blog, an author from the emfluence Marketing Platform noted that the customer journey is made up of five critical stages: awareness, consideration, conversion, loyalty, and advocacy. The author stated that understanding and optimizing each stage is critical for businesses using Microsoft Dynamics.