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New usability experiences in the 2020 Release Wave 1 for Dynamics 365 Sales and Customer Service

With the 2020 Release Wave 1 for Microsoft Dynamics 365 on our doorsteps (see previous blog post), we find ourselves blown away by the number of cool new features in this version, across business applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Human Resources, Commerce, and Business Central. Here are a few of my top picks from the enhancements coming to Dynamics 365 Sales and Dynamics 365 Customer Service, which I think will make a Dynamics 365 user’s life easier in their day to day activities.

Highlights for Dynamics 365 Sales

1) Kanban view for opportunities allows users to easily toggle between the current grid view and the new Kanban view. It offers a simplified and intuitive experience to move opportunities into a different stage by merely dragging them.

Dynamics 365 Kanban view

To enable this feature, under Advanced Settings -> Customisations -> Customise the System -> under Components -> expand the Opportunity Entity -> under controls select add Kanban control and publish.

Enable Kanban view in Dynamics 365

Enable Kanban view on Dynamics 365

2) A new Sales Team Member App is available as Microsoft is enforcing the Team Member use rights from 30 June 2020. The new app module will support the following sales use cases:

a) View customer details.
b) View leads and opportunities related to a customer.
c) Create and view activities for a customer or related leads or opportunities.

3) Enhancements to activity management including new features that will enable users to

a) Find activities quickly thanks to a newly improved grid view that offers added benefits for better managing and filtering activities.
b) Navigate activities easily with a simplified process to create a new activity, edit an existing activity and complete or delete an activity without having to navigate away from the main page.
c) Update activities intuitively by using drag-and-drop pipeline management with a Kanban board to move activities and instantly update their status.

d) Benefit from the Calendar view to see all events in a calendar view that helps get a clear understanding of daily to-dos.

Highlights for Dynamics 365 Customer Service

1) Configurable case resolution page is here! This use-case took a while, but I am glad it’s here now. There are still limits to what you can do with the case resolution entity, but it’s a step in the right direction.

2) A new Customer Service Team Member App is available as Microsoft is enforcing the Team Member use rights from 30 June 2020. With this new app employees with the entry-level Team Member licence can address self-service support scenarios.

3) Enhancements in the queue page, enhancing the user experience for agents when managing their queues. Agents can now select an item in their queue and view details on the same page without having to switch contexts. They can also browse the list in the queue without the need to navigate away from the page. Since this feature does not seem to be available in early access, we have not been able to test it ourselves, yet.

4) Enhanced Email experience for agents will help them to quickly and easily create high-quality emails through templates and with rich-formatting capability. Agents can compose emails in a pop-up, non-blocking window which will help them copy-paste information from multiple screens.

5) Rich text notes and keyword search in the timeline provides an effective way to view customer history. Agents will be able to deliver more personalised service effectively. The Timeline control is enhanced, enabling you to:

a) Create rich text notes with formatting options to improve readability

b) Quickly find relevant information through Keyword Search

c) Easily visualise activities with different statuses

How can we help?

Contact us to learn more about what’s coming and how it can drive more productivity in your business. We are recognised experts in helping organisations like yours to get the most out of the Power Apps and Dynamics 365 platforms.

Posted by: Monica Chopra, Senior Consultant | 12 March 2020

Tags: UX, User Experience, Microsoft Dynamics, Dynamics 365, UI, User Interface, Dynamics 365 Customer Engagement

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