Whats New in Dynamics 365 Fall Release Preview

What’s New in Dynamics 365 Fall Release Preview

Today’s Agenda Introduction & Release Recap Marketing, Sales, & Service Additional Updates Resources, Questions, & Wrap

Introduction & Release Recap

About the Speaker Adam Hallbeck Senior Consultant Stoneridge: # years Email: adamh@stoneridgsoftware. com Microsoft: # years (if applicable) Bio: https: //stoneridgesoftware. com/team/adam-Hallbeck/ Total Industry Experience: # years Connect with me! Linked. In: www. linkedin. com/in/adamhallbeck/ Twitter: www. twitter. com/adamjhallbeck (@adamjhallbeck)

About the Speaker Jason Durfee Pre. Sales Architect Stoneridge: # years Email: jasond@stoneridgesoftware. com Microsoft: # years (if applicable) Bio: https: //stoneridgesoftware. com/team/Jason-Durfee/ Total Industry Experience: # years Connect with me! Linked. In: https: //www. linkedin. com/in/jason-durfee-0531 a 1 a 1/

Microsoft Release Review • Two major updates per year (April and October…kind of) • Major release notes found on docs. microsoft. com • Coming Spring 2019: early release in non-production environments • More information and FAQs available via docs. microsoft. com (included in session resources) Source: Jukka Niiranen, Surviving CRM http: //survivingcrm. com/2018/08/the-end-is-near-for-dynamics-365 -customer-driven-updates/

Microsoft Release Review Source: Jukka Niiranen, Surviving CRM http: //survivingcrm. com/2018/08/the-end-is-near-for-dynamics-365 -customer-driven-updates/

Dynamics 365 Spring ‘ 18 Release Recap • V 9, new web UI experience • Unified Interface • Dynamics 365 for Outlook app enhancements • Versium Predict • OOB auto-numbering • Virtual entities, multi-select option sets • Linked. In Sales Navigator & Universal Scheduling intro • Dynamics 365 for Marketing • Field Service, Project Service, USD enhancements

Dynamics 365 Fall ‘ 18 Preview • • Blog: Nine New Features Coming to Marketing, Sales, and Service in Dynamics 365 Customer Engagement Marketing • • Sales • • Custom Dashboards Marketing Calendar Linked. In Integrations Playbooks Linked. In Sales Navigator Integration to Microsoft Teams Service • • • Universal Resource Scheduling Suggest Similar Cases Knowledge Article Recommendation Source: Adam Hallbeck, Stoneridge Software - Nine New Features Coming to Marketing, Sales, and Service in Dynamics 365 Customer Engagement https: //stoneridgesoftware. com/nine-new-features-coming-to-marketing-sales-and-service-in-dynamics-365 -customer-engagement/

Marketing, Sales, & Service Updates

Marketing

New Features in Marketing • Custom Dashboards • • • Customer Journeys and analytics Power BI, Dynamics 365 Customer Insights (DCI) Dynamics 365 for CE, Dynamics 365 F&O, Business Central • Marketing Calendar • Visualize Customer Journeys for better planning and oversight • Linked. In Integration • • Enhanced Dynamics 365 for Marketing integration points Segments, Account-based marketing, Linked. In journey triggers DCI analytics for Linked. In effectiveness, Lead Scoring using Linked. In Roadmap: custom activities (In. Mails and presentations)

Marketing – Custom Dashboards Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Marketing – Custom Dashboards Portal dashboards F&O workspace pins Business Central exp. Power. Apps integrations Desktop, mobile, and platform enhancements • Custom visuals • Continuing CDS enhancements • • •

Marketing – Customer Journey Calendar • Customer Journeys • Events • • Tracking events, sessions Adding sessions directly from calendar • Marketing activities Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Marketing – Linked. In and Customer Journeys • Add Linked. In elements • Example: Linked. In Ads from campaign launch Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Sales

New Features in Sales • Playbooks • • • Event-driven sales activities Smart, predictive, proactive Automated sales activities that are scenario or trigger-based • Linked. In Sales Navigator • • Integrate Linked. In insights into Business Process Flows Fundamental, key data about companies, people, and ice breakers • Microsoft Teams • • • Fast, meaningful collaboration from within Dynamics 365 Connect sales team (or other) channels to Dynamics 365 records Sales documentation/collateral generation from Dynamics 365 or Teams

Sales – Playbooks • Recap: event-driven, intelligent, automated • Empowers sales teams and organizations • • ‘Configure Playbooks and define the set of tasks and activities to automate once triggered. Search and launch Playbooks for a particular scenario. • • • Templated Activity Managed at Playbook level not record Track the status progress of running Playbooks against their outcome, successful or not. ’ Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Sales – Deeper Linked. In Integration • Recap: Business Process Flows, key data, ice breakers, etc. • Fundamental data about companies and people • Conversation starter recommendations/data points • Move away from cold intros; data pulled from aggregate networks • People recommendations – similar to target Leads Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Sales – Enhanced Microsoft Teams Integration • • • Recap: Fast, meaningful collaboration from within Dynamics 365 Connect Teams channels to any Dynamics 365 record Better, real-time communication & collaboration Two-way visibility on record updates (update summary) Sales collateral • • • Share & coauthor valuable sales documentation across teams Central repository of all sales docs Unified, consistent storage and access from Teams and Dynamics 365 Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index Source: Joel Lindstrom, CRM Tip of the Day: https: //crmtipoftheday. com/922/connect-microsoft-teams-and-dynamics-365/

Service

New Features in Service • Universal Resource Scheduling • • • Out with the old, in with the new Core service scheduling: Services, Service Activities, Schedule Board Migration tools to upgrade service scheduling to URS! • Similar Cases Suggestions • Intelligent guidance that decreases average handling time (AHT) and increases customer satisfaction (CSAT) scores • Knowledge Article Recommendations • Intelligent guidance on finding relevant knowledge articles and service collateral

Service – Universal Resource Scheduling • Enhanced Resource management • Schedule Board/new UI • Better view and filtering capabilities Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Service – Similar Case Suggestions • • • Recap: intelligent guidance on similar cases to reduce AHT Case/Incident/Ticket resolution times can vary based on subject matter familiarity, complexity, etc. New feature uses Text Analytics APIs + Case records + related records to provide smart suggestions Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index Text analysis link https: //azure. microsoft. com/en-in/services/cognitive-services/text-analytics/

Service – Knowledge Article Recommendations • • • Recap: intelligent guidance on finding the right KAs Boost customer service agent productivity and reduce AHT Uses Text Analytics APIs + related records to provide smart suggestions Source: Microsoft Business Applications Release Notes – October ‘ 18: https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index

Additional Updates

Additional Updates and Features (Capabilities) • • • Engagement Hub (formerly Interactive Service Hub) Unified Service Desk Dynamics Portal Capabilities Field Service Project Service Microsoft Social Engagement F&O, Talent, Retail, and Business Central Remote Assist (mixed-reality apps) Power. Apps and CDS Power BI Flow and Data Integrations

Resources, Questions, & Wrap

Resources • Adam Hallbeck, Stoneridge Software https: //stoneridgesoftware. com/nine-new-features-coming-to-marketing-sales-and-service-in-dynamics-365 -customer-engagement/ • Microsoft Release and Update Policy FAQs https: //docs. microsoft. com/en-us/dynamics 365/get-started/faq-update-policy • Modernizing the way we update Dynamics 365 https: //cloudblogs. microsoft. com/dynamics 365/2018/07/06/modernizing -the-way-we-update-dynamics-365/ • Microsoft Business Applications Release Notes – October ’ 18 https: //docs. microsoft. com/en-us/business-applications-release-notes/October 18/index • Jukka Niiranen, Surviving CRM http: //survivingcrm. com/2018/08/the-end-is-near-for-dynamics-365 -customer-driven-updates/ • Joel Lindstrom, CRM Tip of the Day https: //crmtipoftheday. com/922/connect-microsoft-teams-and-dynamics-365/ • Microsoft License Guide https: //dynamics. microsoft. com/en-us/pricing/ • Text Analytics https: //azure. microsoft. com/en-in/services/cognitive-services/text-analytics/

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