As Microsoft Partners, our job is to keep you informed and prepare you for the latest enhancements the Microsoft Dynamics 365 set of solutions will undertake. Today, I want to share with you what I consider the most critical updates in the 2020 RW 2 for Dynamics 365 Business Central, Marketing, and Customer Service.
If you want to learn about Dynamics 365 Finance and Supply Chain Management Updates, we posted a previous entry about it: 8 Dynamics 365 Updates in the 2020 Release Wave 2
Business Central Company Hub provides an easy-to-access overview of multiple companies, either in the same tenant or another tenant environment, such as in another country (a sales subsidiary) or a completely different tenant (an accountant’s clients’ companies) to work efficiently.
Microsoft continues to improve the user experience and feature sets for bank reconciliation and payment reconciliation:
The file format options for a business unit in Business Central will include an option for Finance and Operations.
Commonly, subsidiaries that work with Business Central need to transform their financial report formats to export financial statements for consolidation to a company that works with Dynamics 365 Finance or Dynamics 365 Supply Chain Management. In such business constellations, it’s a time-saver when data can be exported in the same consolidation file format that Finance and Supply Chain Management run.
With this release, the customer journey canvas has been completely redesigned.
Redesigned post creation experience:
Run webinars and meetings using direct integration with Microsoft Teams
Manage registrations, communications, and reporting for webinars and interactive meetings in Teams.
Read the full details of the 2020 Release Wave 2 by downloading the eBook.
In this release, IoT alerts include historical device metrics that will help agents take actions to update devices and avoid issues and failures. This feature improves the Connected Customer Service capability by allowing the agent to view real-time and historical device metrics.
By aggregating metrics from issues grouped into topics, customers get a full view of KPIs and metric impact for each topic. For example, customers can view the average handling time, sentiment, and CSAT for a specific topic and whether the topic is a crucial driver for any of those metrics.
Customer Service Insights uses AI to group semantically similar support cases into topics automatically.
This feature adds views to monitor the health of the rules to create records automatically. The success or failure of each rule can be easily viewed, and grid filtering allows custom views to focus on the event types that require action, such as rule failures.
