If you’re not a hardcore techy, you’ll be forgiven for the 2020 wave 1 Dynamics 365 and Power Platform release flying under your radar. This year’s release lands during an unprecedented time for global society, whilst businesses navigate new remote working practices and strive to achieve uninterrupted business continuity.
We, along with our partners at Microsoft are providing support and resources for businesses on the frontlines of the global health pandemic and are making seamless business continuity a key priority for our customers using Dynamics 365 and the Power Platform.
The new wave 1 enhancements however are really worth exploring in some detail. The new features and capabilities further unify B2B and B2C customer journeys and user experiences across sales, service and marketing. The automations and virtual enhancements are as slick as they are time-saving, allowing c-suite teams to rethink how departments and teams are set up for operational efficiency.
Considerations for Wave 1 adoption during COVID-19
Microsoft have delayed the mandatory uptake of Dynamics for Customer Engagement and includes other allowances for uptake of the new release, including the ability to defer certain features once before uptake.
Wave 1 release for 2020 however, includes brand new apps and over 400 new features and capabilities across both platforms, many of which by design, can help organisations adapt to immediate challenges posed by the pandemic and ensure you’re well placed thereafter to adapt to operational changes.
Watch Microsoft’s BizApps Virtual Launch
If you have 90 minutes free, it would be a good time investment to deep dive into the detailed demos and use cases on the Business Applications Virtual Launch on demand. If you’re time shy, you can view a summary of the new features on the Dynamics 365 and Power Platform 2020 release wave 1 plans.
The Redspire technical team have immersed themselves in the new enhancements, test driven and summarised their highlights. Have a read and please do reach out on firstname.lastname@example.org or connect with the team on their LinkedIn to chat further.
Dynamics 365 for Marketing
If you aren’t using Dynamics 365 Marketing, Analyst Ross McGhee recommends that this is the time to get on-board. The solution has really come of age and can help both B2B and B2C businesses manage customer outreach and engagement through rich personalisation and deep automation. See Ross’s highlights below.
- Meet compliance and brand standards by test-sending dynamic marketing emails
Wave 1 enhancements enable users to test-send marketing emails containing dynamic content, highly beneficial to new users as they familiarise themselves with the syntax from which to implement dynamic content.
Now, users can test-send their marketing emails using a sample contact record or seed to ensure dynamic content displays correctly in the marketing email preview. This makes quality checking, compliance and maintaining brand standards fool-proof, in advance of sending to their target audience.
- Reach your audience where they are with automated scheduler
Artificial Intelligence (AI) has been called to action to help analyse trends based on previous interaction with marketing emails.
Dynamics 365 for Marketing can now automatically send marketing emails to recipients during times at which each contact is most likely to be actively reading their emails, instead of on a timed mass release schedule. This increases engagement and interaction with content, helping produce more volume and higher quality leads.
Like other areas where machine learning is being used, the AI will only get smarter over time with each added interaction, creating more meaningful customer interactions and better understanding of their unique needs.
- Increase visibility and credibility with spam checker
The new spam checker feature makes smart recommendations to the avoid marketing emails being flagged as spam, and can confidently assess your content as Low, Medium or High risk.
Utilising this functionality will assure marketers that emails will land directly in customer inboxes and along with automated scheduler consequently produce a higher number of leads.
- Close the feedback loop with Microsoft Forms Pro
Forms Pro now integrates with Dynamics 365 for Marketing, allowing marketers to create branded surveys within the platform, automate interactions at various stages of the customer journey and return rich insights. With Voice of the Customer being retired in summer, Forms Pro’s enhanced integrations help marketers create valuable feedback that drives future decision making for campaign delivery, improve audience targeting and build valuable user experiences, whilst aligning neatly with other KPIs served within the platform.
- Export rich data to Excel, analyse and act with marketing insights
Marketers asked and Microsoft responded. Rich marketing insights can be exported direct to Excel from Dynamics 365 for Marketing at the click of a button, without having to depend on Power BI. Marketers can monitor campaign success, analyse and report on trends and behaviours and make informed decisions on future activity.
- Deliver visually impactful campaigns with the improved email content designer
Content is still King in Marketing. Microsoft have revamped the Design Editor to help users of varying skills level create quality designs faster and more efficiently. Enhanced drag and drop, drag to resize, an improved colour picker as well as more customisation options and email-wide property controls to help marketers create brand consistent output.
- Improved Customer Journey Experience
This is our marketing teams hands-down favourite enhancement. Within the customer journey, marketers now have the capability to set static expiration dates for marketing email tiles. This means that time sensitive promotions or activity isn’t being promoted outwith the campaign in-market dates and a big win for compliance in highly regulated industries.
- In-Place Editing of Email and Forms
Another favourite, allowing marketers to create and edit core marketing records from one place.
The enhancements make it possible to create customer journeys, marketing emails, marketing pages, marketing forms and more, directly from your Customer Journey record. Greatly reducing the amount of clicks back and forth between various entities throughout the application and improving time to campaign go live.
From a technical point of view, this is a great tool to showcase to clients looking to invest in Dynamics for Marketing. This functionality really highlights:
- the capabilities of the solution for users of all skill levels and
- the ease of user adoption with the bulk of the marketer’s usage carried out primarily in one single location.
Dynamics for Customer Service
We’ve been talking lots about Dynamics for Customer Service in the past few months. The solution’s automations and integrations with the Power Platform have proven invaluable for managing the spike in customer interactions in frontline services during the global health crisis. Industries like Banking, Travel, Health Service and Education have been able to meet increased demand thanks to the ease of implementing new Virtual Agent managed journeys, connected to knowledge bases and existing content at pace.
The enhancements launched this month focus on three key areas:
- Agent productivity: Delivering improvements that help agents be more productive such as improved knowledge article search, email authoring, and timeline enhancements.
- Omnichannel for Customer Service: Expanding the range of supported channels and agent productivity tooling.
- Connected Customer Service: Linking IoT diagnostics, IoT device updates, and case management to help organizations evolve a proactive and predictive service model.
Top pick new features, directly from the Analyst team
Analyst Colette Rogers shares an overview of her favourite new tools.
- The Copy and paste feature in Power Automate is now generally available. This has been incredibly handy in Power Automate, allowing capability to copy actions and paste into the flow as a further action or another branch of your condition. This feature has been available in preview and has been extremely useful when using create or update a record action, with numerous entries of Dynamics content. It saves time when recreating the same step and reduces error in selecting the content for input. It can also be used across flows in the same environment.
- Another key feature is instant flow steps in business process flows, now generally available too. In Dynamics 365 and PowerApps, a business process flow provides the user with steps to follow to in each stage of the process. Instant flows can now be used as a step within a business process flow to automate tasks, create approval requests or connect to one of the supported power automate connectors.
- Finally, the solution support for User Interface (UI) flows. UI flows allow step-by-step actions such as mouse clicks, keyboard use, and data entry to be turned into intelligent workflows. These automations can now be imported and exported as part of a solution to be used across different environments. This supports the application lifecycle of the UI flows.
This summary is barely touching the surface of the new capabilities. Our technical teams love talking all things Dynamics 365 and the Power Platform. If you’d like to discuss any element of the Wave 1 2020 enhancements in more detail, please get in touch on 0845 226 8170 or email us at email@example.com.
Keep an eye on our blog and LinkedIn page for our follow up article on the Power Platform.