Microsoft Dynamics 365 Customer Engagement (D365 CE) is a suite of customer relationship management (CRM) modules such as Sales (Dynamics CRM), Customer Service, Marketing, Field Service, Commerce, Project Operations/Project Service Automation/Project Management, and Dynamics 365 Customer Insights.

Microsoft releases updates for these Dynamics 365 Customer Engagement modules twice every year and termed them as Release Waves. Also, The 2022 Wave 2 Release brings some out-of-the-box features to Dynamics 365 CE.

Let’s uncover these features and learn how your business can take advantage to stay in the know with today’s accelerated developments in the age of Artificial Intelligence (AI).

Updates to Dynamics 365 for Sales

The Sales module (formerly Dynamics CRM) from D365 Customer Engagement is the key CRM module that puts your customer’s needs in the spotlight.

If you want to sell more, be ready to use D365 Sales to its full potential and keep delivering an enhanced buying experience to your customers. Also, It will prompt them to keep your brand and services in the loop.

However, Let’s see the new features introduced in this sales module. Here are some key Dynamics 365 Sales updates according to 2nd release wave in 2022:

Enhancements in the Sales Accelerator

Sales Accelerator in Dynamics 365 for Sales is a powerful tool. It transforms the D365 Sales experience by freeing up valuable time for your sales teams. With Sales Accelerator, your sales reps can focus on building relationships with customers and closing more deals than ever before.

However, Examples of repetitive processes that can be automated by this Accelerator include lead prioritization, call logging, and follow-up schedules.

Some exciting features of Microsoft Dynamics 365 Customer Engagement Cloud:

• Personalized email templates that track engagement with customers
• Machine-learning algorithms that prioritize leads and opportunities based on the likelihood of success
• Follow-up tasks that include scheduling, so sales reps never miss an opportunity to connect with customers
• Data-driven insights and automation that are integrated directly into sales teams’ workflow, accelerating productivity and making it easier for sales reps to focus on what they do best: building relationships with customers and closing deals.

Top 10 Key Features of Sales Accelerator for Dynamics 365 Sales

The Sales Accelerator enables a set of powerful features in Dynamics 365 Sales. These features can help sales teams engage with customers more effectively and streamline their sales processes.

1. Engaging with customers using SMS
2. Creating sequences and using Up Next with any form to streamline sales processes
3. Customizing worklist cards to provide contextual information for sellers
4. Enhancing the sequence creation experience with a new designer
5. Identifying duplicate leads/contacts to improve customer engagement
6. Improving sales processes through A/B testing in sequences
7. Achieving more accurate lead assignments using segment priority
8. Allowing sellers to work simultaneously with guidance
9. Improving lead engagement rates using validated emails

10. Streamlining processes through sequence insights.

What is Viva Sales?

Viva Sales is an app that can help sales teams stay connected, engaged, and productive by providing them with AI-powered sales insights and data automation.

This Sales App is designed to integrate seamlessly with existing productivity and collaboration tools such as Microsoft Teams.

The key features of Viva Sales are:

• Improved sales productivity with AI-powered insights and data automation

• Streamlined sales team collaboration that can help you better understand your customers
• A deep understanding of your customers, which can help you tailor your sales approach and close more deals
• More time to engage with customers and focus on closing deals, thanks to the app’s automation and productivity features.

Dynamics 365 Customer Service Updates

Microsoft Dynamics 365 for Customer Service is a customer relationship module from Dynamics 365 Customer Engagement suite that helps people close to your customer service department with a range of tools and capabilities to manage customer queries more effectively.

With Dynamics 365 Customer Service, your teams can access multiple features designed to improve their productivity, collaboration, and problem-solving skills.

Here are some key features of Dynamics 365 Customer Service:

1. Omnichannel communication: This functionality of D365 CS module simplifies communication by integrating all necessary channels, such as email, phone conversations, and social media, into one interface to resolve issues more efficiently.

2. Case management: It provides agents with tools to ensure that customers receive correct answers quickly and can open inquiries easily while keeping track of ongoing cases effortlessly.

3. Knowledge management: Dynamics 365 Customer Service empowers agents with frequently asked questions (FAQs) and troubleshooting guides, offering a comprehensive knowledge management system that stores critical information, including articles, documentation, and troubleshooting guides, all in real-time.

4. AI-enabled, accurate suggestions and recommendations: However, AI-powered capabilities in Dynamics 365 Customer Service provide helpful suggestions and recommendations to aid agents throughout the process. Also, These suggestions can include relevant articles, responses, and next steps to resolve customer inquiries.

5. Collaboration and teamwork: Agents can access various tools that make collaboration and teamwork smoother than ever. Also, They can assign cases or teams on the one hand and chat with other agents for case discussions and knowledge sharing on the other. As a result, customers can receive faster service resolution when they need it most.

Updates in Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service is another powerful module in Dynamics 365 Customer Engagement that offers a feature called “work order costs using not-to-exceed.” Also, This feature can help you manage your field service operations more effectively by setting limits on work order costs.

However, With the “work order costs using not-to-exceed” feature, organizations can proactively manage costs to avoid overruns. Some of the key advantages of work order costs using not-to-exceed are:

• Keeping track of spending and staying within budget on specific work orders
• Receiving real-time alerts when work orders are reaching their target cost
• Understanding various costs, such as parts and labor, for optimization purposes
• Reducing field service costs over time.

Business-Centric CRM Migration with Dynamics Square

We, at Dynamics Square, are a team of CRM solutions experts. Also, We have been in the market for the past 12+ years helping businesses of all sizes with our industry expertise. Our teams can design and deliver custom solutions based on your business and goals.

Unlike traditional subscription services, the best part is that we provide on-demand services, where you only pay for the service and time you use. This means you can get the support you need when you need it, without having to commit to a long-term subscription.

Connect with us for a 1:1 briefing and share your requirements for implementing Microsoft Dynamics 365 Customer Engagement. Also, Together, we will deliver a customized Dynamics Customer Engagement solution for your business that will help you make more by investing less.