Each October, Microsoft releases its second wave of new features for Dynamics 365 products. This year, the most exciting Wave 2 Release features for Dynamics 365 CRM came to the Sales and Customer Service modules. This article highlights the top features added to both modules.

New to Sales

Expanded AI Capabilities with Copilot

Copilot is the biggest topic of conversation across Microsoft’s products. This built-in AI is Microsoft’s primary focus for new features and was the main topic of discussion at October’s Community Summit.

Microsoft’s goal is to make Copilot an agent. Previously, users had to choose what exactly they wanted Copilot to do. Now Copilot operates independently in the background, building summaries and curating information, so it’s easier than ever to incorporate into an everyday workflow.

Copilot Email Assistance

Copilot’s capabilities are making mundane tasks, like writing emails, simpler than ever. Sellers can now leverage Copilot’s natural language processing to generate tailored emails based on the customer data available in Dynamics 365 CRM. Sellers manage tone, length, and intent while Copilot handles the rest.

Copilot Seller Coaching

Microsoft continues to position Copilot as something more akin to a tried-and-true colleague than an old-fashioned assistant like Clippy. Seller Coaching is a perfect illustration of this, with Copilot collating customer interaction data to generate the best sales strategies for a given account.

Copilot for Sales Outlook Add-In

Dynamics 365’s integration with Outlook is nothing new––it has let users link activity records between the CRM and the email client for years. However, the Dynamics 365 Outlook add-in is being phased out, to be replaced by the Copilot for Sales add-in. This enables Copilot’s CRM features in Outlook to streamline sales team activities.

By Popular Demand, the Recycling Bin

Have you ever accidentally deleted a record? If so, you know it’s a slog to get that information back. With this new feature, available as an environmental setting in the Admin Center, deleted records can be recovered easily.

Farewell to the Legacy Admin Center

As of the October release, the legacy Admin Center is no longer accessible. Features are slowly moving from that environment to Power Apps. If you aren’t using Power Apps, or aren’t sure how this change impacts your day-to-day tasks, get connected with one of the Dynamics 365 CRM experts at Cargas.  

New to Customer Service

We typically focus on the new Sales features in our release notes, but Customer Service received some incredible updates that we’d be remiss not to share. Here’s what’s new with Microsoft’s CRM support module.

Expanded AI Capabilities with Copilot

Related Record Summary

It can be difficult to see the larger context surrounding a single ticket. This new Copilot feature presents a summary of all related records in a brief statement, which can be a game-changer when tracking case notes.

Automatic Knowledge Base Articles

If Copilot picks up on commonalities between case records, it will automatically generate a knowledge base article. This clarifies common issues for team members and clients, speeding up response times and improving customer satisfaction.

Enhanced Case Controls

Microsoft’s updated multisession experience for the Customer Service module lets users take notes during case creation, then view and upload multiple attachments to that case without too much clicking around. This gives a consolidated case view and keeps case activities organized.

Get More from Your Microsoft Partner

If you want to learn more about the latest features from Microsoft, we’re here to help. Cargas offers ongoing education, training, and support services to help our customers make the most out of Dynamics 365 Sales, Customer Service, and other Microsoft solutions. Contact us to share your needs and learn how Cargas can support you as your Microsoft partner.