Authored by: Rachel Vincent
Dynamics 365 Consultant
What’s new in the October Wave Release for Dynamics 365 Sales & Service
The upcoming October Wave Release for Dynamics 365 Sales and Customer Service is packed with exciting enhancements designed to empower sales and service teams with AI-driven insights, streamlined workflows, and advanced automation. In our recent webinar, we provided a preview of these updates and explored how they can enhance your business processes. Here’s a recap of what we covered:
Dynamics 365 Sales Core Capabilities
AI-Generated Account Summaries
Gain a 360-degree view of your account by leveraging all related data, allowing you to:
- View summaries of associated opportunities and leads.
- Stay updated on the latest news about each account.
- Customise the entities and fields used to generate these account summaries.
Document & Email Summaries
Efficiently manage your communications with a consolidated summary of all documents and emails tied to your contacts, opportunities, leads, and accounts. These summaries allow you to:
- Quickly share feedback and understand the budget, needs, and timelines based on documents.
- Receive recommendations for your next best action based on past activities.
Copilot Immersive Homepage
Stay ahead of your work with an enhanced Sales Copilot experience that helps you:
- Follow suggested actions to meet goals.
- Identify key opportunities to focus on.
- Prepare for upcoming meetings and track progress in real-time.
- Chat with Sales Copilot through an immersive wide-screen interface.
Action Suggestions
Access insights and recommendations for a variety of scenarios, including:
- Follow-ups for ongoing customer collaborations.
- Action recommendations based on completed meetings.
- Tips for keeping your records updated with crucial changes. These suggestions are integrated across Dynamics 365, offering both record-level and aggregated insights.
Email Assistance
Sales Copilot also enhances email communication by helping you craft personalised, concise messages.
- Select from predefined categories or enter text, and Copilot will suggest content and actions.
- You can adjust tone, length, and customise the content before sending.
Leverage Manager Dashboards
Managers can now better coach sellers with detailed insights, such as:
- Correlations between customer sentiment and deal outcomes.
- Conversation KPIs over time.
- A comprehensive view of performance and messaging effectiveness, with sales-oriented filters to analyse performance across various dimensions.
Microsoft Copilot for Sales
Update CRM from Post-Meeting Insights
Seamlessly update your CRM system after meetings with:
- AI-generated summaries saved directly to CRM records.
- Automated suggestions for updating CRM fields based on meeting insights.
- A streamlined process for generating follow-up emails and creating opportunities from meeting summaries, complete with auto-populated details like account names, contact info, and key dates.
Summarise Notes in OneNote and Save to CRM
You can now summarise notes taken in OneNote using Copilot and save those summaries directly into CRM, reducing the time needed for manual updates.
Manage Customer Objections in Real Time
Equip your sales team with real-time tools to handle customer objections, including:
- Instant, context-specific responses to objections during meetings.
- Access to a knowledge base of case studies, FAQs, and relevant data.
- Sentiment analysis to gauge objection intensity and provide personalised coaching tips to improve objection handling skills over time.
Dynamics 365 Customer Service Core Capabilities
Enhanced Case Management
Manage cases more efficiently with improved case controls that allow for:
- Taking notes and uploading multiple attachments during case creation.
- Viewing all attachments in one consolidated view.
- Quickly identifying case fields with colour-coded icons and getting up to speed on pending activities.
Improved Case Grids
Prioritise cases better with improved case grids that feature:
- Icons for priority, channel origin, and avatars of assigned agents.
- Key data, such as case age, next SLA breach, and escalation status.
- Quick navigation to the latest case activity for faster responses.
Email Enhancements
Composing emails within Dynamics 365 has been made easier with:
- Better recipient handling including drag-and-drop functionality.
- Visibility of recipient presence status and out-of-office messages for seamless communication.
Copilot Plugins for Dataverse and External Systems
Provide users with all customer data in one place with Copilot plugins:
- Enable your agents to securely connect to Dataverse and other external systems, accessing important data outside of Dynamics 365 in real-time.
- Leverage Copilot’s capabilities in summarising information available across all sources.
Real-Time Queue Membership Updates
Instant updates to queue membership mean that:
- Agents will now be able to receive work from new queues immediately after being added.
- Staff removed from queues will no longer receive tasks from those queues.
- Organisations benefit from reductions in downtime due to rerouting and can quickly respond to surges in conversations.
Get Ready for the Next Wave Release
These upcoming updates are set to enhance your team’s efficiency and provide deeper insights into both sales and customer service operations. If you need support or have any questions about how these changes may impact your business, feel free to contact us or reach out to your account manager for assistance. We’re here to help you make the most of these new features!
