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

July 9 2020

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.
About Heidi Neuhauser

Heidi Neuhauser is Director of CRM Projects at Reenhanced, a software company specializing in rescue projects. With more than ten years of experience in Microsoft CRM, she has a wide variety of industry and product knowledge working with organizations of all sizes (from small non-profit organizations to Fortune 100 companies) to implement CRM and train end users.

Heidi has a notable passion for Microsoft Dynamics and it shows in every project she works on. She volunteers regularly in the CRMUG community. She serves as Chair for the CRMUG Philadelphia Chapter, speaks at CRM industry events about best practices and provides webinar trainings for others in the CRM community.

Heidi has experience with CRM across multiple industries, including education, oil and gas, distribution, manufacturing, travel, insurance, construction, not-for-profit, software, manufacturing, government and transportation. Some of the integrations Heidi has managed and trained end users around include ClickDimensions, ActOn, Hubspot, Exact Target, call center integrations and a number of ERP integrations. Additionally, she has assisted multiple organizations to roll out Sales, Marketing and Service for the first time, helping them to leverage technology to gain user adoption of the system.

More about Heidi Neuhauser