Dynamics 365 and Power Platform Wave 2 Release Details

On June 10th Microsoft published new release plans for its next update for the Dynamics 365 and Power Platform. It focuses on Customer Engagement and will impact cloud customers who will receive the new features automatically.

Release Dates

The update is called Wave 2 and will begin to roll out new features from October 2019 to March 2020. We’ve outlined some of the highlight features coming to Dynamics 365.

AI Builder for PowerApps and Flow

The AI Builder is a new Power Platform capability for teams with the business expertise to easily automate processes and predict outcomes to improve business performance. AI Builder is a turnkey solution that brings the power of Microsoft AI through a point and click experience. You can now build AI without knowing programming or data science. Using AI is made even easier with integration directly into PowerApps and Microsoft Flow.

Power Platform AI Builder Power Platform AI Builder two

Dynamics 365 Sales

A new preview for sales insights features empowers teams with more foresight, to enhance productivity and better anticipate outcomes across the sales lifecycle. Delivering Optical Character Recognition (OCR) to analyse and convert handwritten meeting notes. – Excellent for Sales teams on the road. Follow up after a meeting: Transform note taking. Instead of tediously typing handwritten notes into Dynamics 365 after a meeting, save time by using your phone's camera to capture the notes and analyse them, using optical character recognition to convert writing into text.

optical character recognition

Business Card scan: This was a top request by customers. How often are cards handed out at meetings, only for them to become lost or in the bin? Sales professions need a way to quickly capture information freeing them to focus on more important tasks. If you’re a sales user who’s offsite at conferences or meeting clients, you will enjoy using this tool.

Using the Dynamics mobile app, a configurable scanner will analyse cards and identify relevant detail to create new contacts and populate fields quickly.

business card scanning coming to dynamics 365 sales

Softphone Dialling: Customers can leverage the channel integration framework in Dynamics 365 for Sales to integrate the softphone dialer from their telephony provider, within the customer engagement app. Sales reps can quickly dial numbers directly from the browser to call contacts by selecting a phone number. The softphone dialer immediately appears and initiates the call.

softphone dialler dynamics 365 for sales

Dynamics 365 for Marketing

Split A/B Testing: Dynamics 365 for Marketing will include new capability for automated split A / B testing to optimise email engagement rates.

marketing split test from wave 2 dynamics 365 marketing split test from wave 2 dynamics 365

Dynamics 365 for Customer Service

Virtual Agent for Customer Service enables organisations to create AI-powered bots that chat with customers and provides new opportunities for organisations to improve customer service through digital transformation. The aim is to empower all organisations with access to virtual agents, previously only available to larger companies with budgets for a bespoke solution. The Virtual Agent for Customer Service simplifies the implementation process with easier to configure but powerful chat bots enabling fast deployment.

In Wave 2, the plan is to enter general availability with addition features:

  • Entity extraction - to recognise, extract and act on common and custom entities in a user responses
  • Hand off to chat - Virtual Agent will be integrated out of the box with Chat to hand off to human agents, or to a generic live chat provider
  • Extended Customer Service Insights Integration - select topics to automate within Customer Service Insights and click through to the Virtual Agent conversation editor
  • Customise canvas theme - personalize canvas elements including avatar, background colours and chat bubble

Power BI Facelift

The current generation of Microsoft Power BI has now been in-market for almost four years. Microsoft spoke with zdnet at the MS Business Applications Summit and explained is getting new reporting and data curation features, alongside new AI capabilities.

The central aim is to update the UI to make it eventually function and look like a Microsoft Office Application. Such changes include an Office-like ribbon and the ability to group objects like PowerPoint. This will help Microsoft native users and Power BI specialists alike, providing more uniformity across the Microsoft stack.

Mixed-Reality updates for Dynamics 365

Dynamics 365 Guides is a mixed-reality application for Microsoft HoloLens that enables employees to learn in the flow of work by providing holographic instructions when and where they need them. Dynamics 365 Guides:

  • Engages employees through hands-on learning
  • Helps organisations improve training efficiency
  • Generates data to improve processes

Dynamics 365 Remote Assist empowers technicians to solve problems faster the first time. With heads-up, hands-free video calling on Microsoft HoloLens, technicians can collaborate with remote experts on a PC or mobile device to troubleshoot issues in context. The list of capabilities for the 2019 release wave 2 includes:

  • Capture and share annotations without being in a call
  • Improved call experience for low-bandwidth situations
  • Remote Assist for mobile phones
remote assist dynamics 365 mixed-reality

Further Reading:

Download 2019 Release Wave 2 Plans

Announcing new features, growing demand for Dynamics 365 and Power Platform

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