What’s Coming in the April Wave Release: Dynamics 365 Sales & Service

Authored By: Rachel Sayer
Senior Dynamics 365 Consultant

The Dynamics 365 ecosystem is set to receive a significant boost with the upcoming April Wave Release, focusing on enhancing the core capabilities of Dynamics 365 Sales and Customer Service. This release is poised to empower sales professionals and service agents with new tools and features, making their processes more efficient and effective.

Dynamics 365 Sales Core Capabilities

Analysing Opportunities

The enhanced opportunity pipeline view in Dynamics 365 Sales introduces a more intuitive and efficient way to manage opportunities. Users can now group and aggregate opportunities, providing a clearer and more actionable overview of the sales pipeline. This enhancement allows for a more targeted approach to opportunity management, enabling sales professionals to focus on the most promising leads.

Customising the Lead Qualification Process

The lead qualification process in Dynamics 365 Sales has been refined to offer more flexibility and efficiency. The process can now be tailored to fit the specific needs of each organisation, streamlining the path from lead to opportunity. The introduction of Copilot lead summaries aids in making quick, informed decisions, enhancing the overall productivity of sales teams.

Microsoft Copilot for Sales

The integration of Copilot into the Dynamics 365 Sales home experience offers real-time insights and natural language interaction, streamlining sales activities. This feature allows users to access pertinent information easily, manage their pipeline effectively, and stay informed about critical updates, all within a user-friendly interface.

360-Degree Account View

The AI-generated account summary feature provides a comprehensive view of each account, aggregating data from various sources to offer a complete picture of customer interactions and opportunities. This holistic view enables sales professionals to prioritise effectively and engage with customers more strategically.

Maximising Sales with AI

The new feature that suggests opportunities based on past successful deals leverages AI to guide sales strategies, enhancing the likelihood of success. This intelligent suggestion system helps sales professionals identify and focus on the most promising opportunities.

Copilot for Sales Document Interaction

The ability to query sales documents using natural language through Copilot represents a significant advancement in accessing and utilising stored information. This feature streamlines the process of finding answers and responding to inquiries, boosting productivity and customer engagement.

Dynamics 365 Customer Service Core Capabilities

Enhanced Email Attachment Experience

The new attachment experience in email composition enhances efficiency and convenience for service agents. Features such as drag-and-drop attachments, reminders, and the ability to reuse attachments simplify the process, improving overall productivity and service quality.

Outbound Dialling Improvements

The outbound dialling experience has been enhanced with features like number formatting and quick access to recent calls, facilitating smoother and more effective customer interactions. These improvements aim to streamline the communication process and enhance the efficiency of service delivery.

Microsoft Copilot for Service

The integration of Copilot within Teams meetings and Outlook for service agents provides powerful support in managing customer interactions and CRM records. Real-time access to CRM data during meetings and intelligent recommendations for CRM updates in Outlook help agents stay informed and responsive.

In Conclusion

The April Wave Release for Dynamics 365 Sales and Customer Service is poised to bring significant improvements to the way sales professionals and service agents operate. With enhanced analytics, AI-driven insights, and streamlined processes, these updates promise to elevate the Dynamics 365 user experience, driving greater efficiency and success in sales and customer service activities. If you would like further information about the new features within Dynamics 365 Sales, Service, Customer Insights, Business Central and the Power Platform, feel free to contact us.

View our pervious blog post on the Microsoft April release for Customer Insights – Journeys, Power Platform, Business Central. 

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