Upcoming Dynamics 365 Updates in the 2020 RW 2

Upcoming Dynamics 365 Updates in the 2020 Release Wave 2 6

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Communications Pangea | September 15, 2020 | Dynamics 365 | Release wave | 3 min read

The 2020 Release Wave 2 is right around the corner!

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

1. Dynamics 365 Business Central

Business Central Company Hub

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.

Bank reconciliation improvements

Microsoft continues to improve the user experience and feature sets for bank reconciliation and payment reconciliation:

  • The Bank Acc. The reconciliation page will include a feature to cancel a posted bank reconciliation so that users can recover from mistakes. The bank reconciliation will automate the reconciliation of differences.
  • The Payment Reconciliation journal will support applications against employee ledger entries, allow one-to-many matching, have preview posting enabled, separate number series, and user-defined document numbers.
  • New guides will assist users in setting up a new company or setting up bank and bank opening balances, along with related setup recommendations.

Consolidation file format support for Dynamics 365 Finance

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.

2. Dynamics 365 Marketing

Build customer journeys more efficiently using the new canvas experience

With this release, the customer journey canvas has been completely redesigned.

  • Build the whole journey using an in-place journey menu. No need to go back and forth between the toolbox and the canvas.
  • Enhanced visual journey insights.
  • Enhanced performance and consistency when building complex, multistep journeys.
  • Simplified time-based journey actions. New “Wait for” and “Wait until” tiles.
  • Enable follow-up events only for recipients who didn’t meet a particular condition.

Create and manage content-rich social media posts and easily monitor performance

Redesigned post creation experience:

  • More engaging for marketers to create and post content.
  • View all related social interactions and performance.
  • Redesigned scheduling experience to create more consistent flows of content across multiple channels.

Run webinars and meetings using direct integration with Microsoft Teams

Manage registrations, communications, and reporting for webinars and interactive meetings in Teams.

  • Create and host live events using Microsoft Teams.
  • Integrate Teams webinars directly into Marketing events.
  • Add event “producers” and “presenters” from the Marketing app.
  • Allow visibility to online attendance with check-ins for live events and meetings.

Read the full details of the 2020 Release Wave 2 by downloading the eBook.

3. Dynamics 365 Customer Service

IoT alert measures and service history

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.

Historical topic clustering for all channels

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.

Activity monitoring for automatically created records

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.

Read the full details of the 2020 Release Wave 2 by downloading the eBook.
Read more: Dynamics 365 | Release wave