28 January 2020

We have exciting news for Dynamics 365 end users. Microsoft has just detailed plans for the first update of 2020. Early access users will have the ability to try out the new capabilities, fixes and improvements in February, and general availability will be released in April. Like always, there are hundreds of new changes across Dynamics 365 and the Power Platform.

We've taken the liberty to list the significant changes across the platform below:

Marketing Features

Feature Enabled for Public preview Early access* General availability
Contextual email messages End users by admins, makers, or analysts Aug 2020 - -
Compliance made easier End users by admins, makers, or analysts - - Apr 2020
Support for surveys using Microsoft Forms Pro End users by admins, makers, or analysts - - Apr 2020
Ability to test-send dynamic email messages End users, automatically - Feb 2020 Apr 2020
Export data to Excel for further analysis End users, automatically - Feb 2020 Apr 2020
Improved email content designer End users, automatically - Feb 2020 Apr 2020
Improved event management experience End users, automatically - Feb 2020 Apr 2020
Improved segment design and management End users, automatically - Feb 2020 Apr 2020
Improved customer journey experience End users, automatically - Feb 2020 Apr 2020

Sales Features

Forecasting

With Dynamics 365 Forecasting, we are introducing a new set of capabilities that empower organizations to natively create and manage bottom-up sales forecast processes.

Feature Enabled for Public preview Early access* General availability
Customize forecast models End users, automatically - Feb 2020 Apr 2020
Improve and adjust forecast accuracy End users, automatically - Feb 2020 Apr 2020
Understand forecasts with precision pipeline management End users, automatically - Feb 2020 Apr 2020

Licensing

The license enforcement will ensure that users with Team Member licenses can access only the designated app modules for Sales, Service, and Project Resource Hub.

Feature Enabled for Public preview Early access* General availability
License enforcement: users with new Team Member licenses End users, automatically - Feb 2020 Apr 2020

Simplified experiences

As part of our commitment to make Dynamics 365 Sales better, we are continually introducing enhancements that remove unnecessary friction and make experiences easier to use.

Feature Enabled for Public preview Early access* General availability
Enhanced experience for adding products End users by admins, makers, or analysts Feb 2020 - Apr 2020
Easier selection of email templates End users, automatically - Feb 2020 Apr 2020
Manage activities with ease End users, automatically - Feb 2020 Apr 2020
Manage feature settings and configure the Sales Hub application from a centralized location Admins, makers, or analysts, automatically Feb 2020 - Apr 2020
Sales – Team Member app module End users, automatically - Feb 2020 Apr 2020
Save standardized PDF documents to Dynamics 365 Sales or Microsoft SharePoint End users, automatically - Feb 2020 Apr 2020
Work with opportunities in the Kanban view End users, automatically - Feb 2020 Apr 2020

Customer Service Features

Customer Service empowers every organization to provide the best customer experiences and outcomes with purpose-built tools that ensure thorough case management and efficient issue resolution.

Feature Enabled for Public preview Early access* General availability
Connected Customer Service (IoT + Customer Service) End users by admins, makers, or analysts - Feb 2020 Apr 2020
Agent productivity enhancements to knowledge capabilities End users, automatically - Feb 2020 Apr 2020
Configurable case resolution page End users, automatically - Feb 2020 Apr 2020
Customer Service app available for users with Team Member license End users, automatically - Feb 2020 Apr 2020
Customer Service Hub app is now available by default End users, automatically - Feb 2020 Apr 2020
Enhancements in case routing rules Admins, makers, or analysts, automatically - Feb 2020 Apr 2020
Enhancements in the queue page End users, automatically - Feb 2020 Apr 2020
Familiar, modern email experience for agents End users, automatically - Feb 2020 Apr 2020
License enforcement – users with new Team Member licenses End users, automatically - Feb 2020 Apr 2020
New work hour calendar in Service Scheduling End users by admins, makers, or analysts - Feb 2020 Apr 2020
Rich text notes and keyword search in the timeline End users, automatically - Feb 2020 Apr 2020
Support for Site entity in the Unified Interface End users, automatically - Feb 2020 Apr 2020
Enhancements in service level agreements Admins, makers, or analysts, automatically - Mar 2020 Apr 2020
Automatically create and update records Admins, makers, or analysts, automatically - Feb 2020 Jun 2020

Field Service Features

Insights

Feature Enabled for Public preview Early access* General availability
Incident type AI-based suggestions End users by admins, makers, or analysts Apr 2020 -
IoT alert AI-based suggestions End users by admins, makers, or analysts Apr 2020 - -
IoT alert measures and service history End users by admins, makers, or analysts Feb 2020 - Jun 2020

Proactive service delivery

Feature Enabled for Public preview Early access* General availability
Leveraging Power Automate flows End users by admins, makers, or analysts Apr 2020 -
Combined asset capabilities across Dynamics 365 Supply Chain Management and Field Service End users by admins, makers, or analysts Feb 2020 - Apr 2020
Integration with Dynamics 365 Supply Chain Management End users by admins, makers, or analysts Feb 2020 - Apr 2020
Intune support for Field Service Mobile End users by admins, makers, or analysts Feb 2020 - Apr 2020

Scheduling

Feature Enabled for Public preview Early access* General availability
Next generation schedule board experience End users by admins, makers, or analysts Apr 2020 -
Enhanced work hours calendar for resources End users, automatically - Feb 2020 Apr 2020
Requirement dependency for efficient workflow End users, automatically - Feb 2020 Apr 2020
Resource scheduling dashboard End users, automatically - Feb 2020 Apr 2020

Technician success

Feature Enabled for Public preview Early access* General availability
Field Service inspections End users by admins, makers, or analysts Apr 2020 -
Integrated technician time tracking End users, automatically - Feb 2020 Apr 2020
Technician time-capture precision Admins, makers, or analysts, automatically - Feb 2020 Apr 2020