Microsoft’s 2024 Wave 2 release for Dynamics 365 brings an array of impactful updates designed to improve user productivity, enhance AI-driven capabilities, and streamline customer journeys. Let’s dive into the core enhancements across several key Dynamics 365 applications.
1. Dynamics 365 Sales: AI and Productivity at the Forefront
One of the most anticipated updates for Dynamics 365 Sales is the integration of Copilot for Sales. This addition significantly enhances how sales teams manage customer interactions and follow-ups, leveraging generative AI to create email summaries, meeting follow-ups, and CRM updates based on insights generated in real-time.
With new AI-powered suggestions, sales representatives can automate and personalize communication, increasing both efficiency and effectiveness.
A key feature is the opportunity grouping and aggregation, which provides sales managers with improved visibility over pipelines, allowing for better decision-making.
Inspired Insights
These updates will streamline workflows, enabling sales teams to focus more on strategy and less on manual tasks, leading to increased sales and improved customer relationships.
2. Dynamics 365 Customer Service: Enhancing Agent Efficiency
For customer service teams, Wave 2 introduces major productivity boosters. Enhanced email handling allows agents to easily drag and drop recipients and manage attachments, saving valuable time.
Additionally, Copilot’s proactive insights and contextual suggestions guide agents through case resolution, improving customer satisfaction and response times.
Another highly anticipated update is the integration of external systems via Copilot plugins, reducing the need for agents to switch between applications and improving case resolution speed.
Inspired Insights
By reducing manual steps and enabling smoother access to external data, these features will drastically improve agent productivity and response times.
3. D365 Customer Insights: Powering Personalized Journeys with AI
The AI-powered Copilot functionality comes to Customer Insights – Journeys, making it easier than ever for marketers to create customer journeys. By simply describing the journey in natural language, the AI can generate a suggested path, which marketers can refine.
This update, along with new event management features, such as the event portal for easy registration, promises to elevate customer engagement strategies.
The ability to track web interactions and personalize messages based on customer behavior is another standout feature, allowing for deeper engagement with leads and better conversion rates.
Inspired Insights
These AI-driven tools will allow marketers to create smarter, more personalized customer journeys while simplifying event management, ultimately boosting engagement and conversion rates.
4. Streamlined Event and Registration Management
For organizations managing events, the new event portal brings a much-needed capability to streamline event details, registrations, and session management.
This is especially beneficial for sectors like Non-profits, where events play a crucial role. Additionally, form pre-fill for event registrations simplifies the process, improving conversion rates and customer experience.
Inspired Insights
The event management updates are a win for businesses with frequent events, offering a more seamless and efficient registration process, leading to better customer experiences.
Our Take
These enhancements to Dynamics 365 in Wave 2 represent a significant leap forward in leveraging AI to optimize business processes.
From Copilot-driven sales and customer service insights to AI-generated journeys in Customer Insights, these updates aim to reduce manual workloads, streamline workflows, and ultimately drive better business outcomes.
As businesses continue to evolve, these tools will empower teams to deliver more personalized, efficient, and data-driven customer experiences, while enhancing overall productivity.
Noteworthy Timelines
| Feature | Public Preview | General Availability |
| Copilot for Sales | Oct 2024 | Oct 2024 |
| Copilot for Customer Service (Proactive AI) | Jun 2024 | Oct 2024 |
| Copilot in Customer Insights – Journeys | TBD | Oct 2024 |
| Event Portal & Prefill Forms | Oct 2024 | TBD |
Several updates have already been implemented, with others integrating within the release wave at a later date. For more detailed release notes, check out the full Microsoft release plan here.
Exigy is a Microsoft Gold Partner, comprised of industry experts that have been implementing digital transformation projects for over 20 years.
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