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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
Microsoft: # years (if applicable)
Total Industry Experience: # years
Email: adamh@stoneridgsoftware.com
Bio: https://stoneridgesoftware.com/team/adam-Hallbeck/
Connect with me!
LinkedIn: www.linkedin.com/in/adamhallbeck/
Twitter: www.twitter.com/adamjhallbeck (@adamjhallbeck)
About the Speaker
Jason Durfee
PreSales Architect
Stoneridge: # years
Microsoft: # years (if applicable)
Total Industry Experience: # years
Email: jasond@stoneridgesoftware.com
Bio: https://stoneridgesoftware.com/team/Jason-Durfee/
Connect with me!
LinkedIn: https://www.linkedin.com/in/jason-durfee-0531a1a1/
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
• V9, new web UI experience
• Unified Interface
• Dynamics 365 for Outlook app enhancements
• Versium Predict
• OOB auto-numbering
• Virtual entities, multi-select option sets
• LinkedIn 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
• Custom Dashboards
• Marketing Calendar
• LinkedIn Integrations
• Sales
• Playbooks
• LinkedIn 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
• LinkedIn Integration
• Enhanced Dynamics 365 for Marketing integration points
• Segments, Account-based marketing, LinkedIn journey triggers
• DCI analytics for LinkedIn effectiveness, Lead Scoring using LinkedIn
• Roadmap: custom activities (InMails and presentations)
Marketing – Custom Dashboards
Source: Microsoft Business Applications Release Notes – October ‘18: https://docs.microsoft.com/en-us/business-applications-release-notes/October18/index
Marketing – Custom Dashboards
• Portal dashboards
• F&O workspace pins
• Business Central exp.
• PowerApps 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/October18/index
Marketing – LinkedIn and Customer Journeys
• Add LinkedIn
elements
• Example: LinkedIn
Ads from campaign
launch
Source: Microsoft Business Applications Release Notes – October ‘18: https://docs.microsoft.com/en-us/business-applications-release-notes/October18/index
Sales
New Features in Sales
• Playbooks
• Event-driven sales activities
• Smart, predictive, proactive
• Automated sales activities that are scenario or trigger-based
• LinkedIn Sales Navigator
• Integrate LinkedIn 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/October18/index
Sales – Deeper LinkedIn 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/October18/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/October18/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/October18/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/October18/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/October18/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)
• PowerApps 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/dynamics365/get-started/faq-update-policy
• Modernizing the way we update Dynamics 365
https://cloudblogs.microsoft.com/dynamics365/2018/07/06/modernizing-the-way-we-update-dynamics-365/
• Microsoft Business Applications Release Notes – October ’18
https://docs.microsoft.com/en-us/business-applications-release-notes/October18/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/
Thank You

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CRMUG_2018Q4 - New Features Session.pptx

  • 1. What’s New in Dynamics 365 Fall Release Preview
  • 2. Today’s Agenda Introduction & Release Recap Marketing, Sales, & Service Additional Updates Resources, Questions, & Wrap
  • 4. About the Speaker Adam Hallbeck Senior Consultant Stoneridge: # years Microsoft: # years (if applicable) Total Industry Experience: # years Email: adamh@stoneridgsoftware.com Bio: https://stoneridgesoftware.com/team/adam-Hallbeck/ Connect with me! LinkedIn: www.linkedin.com/in/adamhallbeck/ Twitter: www.twitter.com/adamjhallbeck (@adamjhallbeck)
  • 5. About the Speaker Jason Durfee PreSales Architect Stoneridge: # years Microsoft: # years (if applicable) Total Industry Experience: # years Email: jasond@stoneridgesoftware.com Bio: https://stoneridgesoftware.com/team/Jason-Durfee/ Connect with me! LinkedIn: https://www.linkedin.com/in/jason-durfee-0531a1a1/
  • 6. 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/
  • 7. Microsoft Release Review Source: Jukka Niiranen, Surviving CRM http://survivingcrm.com/2018/08/the-end-is-near-for-dynamics-365-customer-driven-updates/
  • 8. Dynamics 365 Spring ‘18 Release Recap • V9, new web UI experience • Unified Interface • Dynamics 365 for Outlook app enhancements • Versium Predict • OOB auto-numbering • Virtual entities, multi-select option sets • LinkedIn Sales Navigator & Universal Scheduling intro • Dynamics 365 for Marketing • Field Service, Project Service, USD enhancements
  • 9. Dynamics 365 Fall ‘18 Preview • Blog: Nine New Features Coming to Marketing, Sales, and Service in Dynamics 365 Customer Engagement • Marketing • Custom Dashboards • Marketing Calendar • LinkedIn Integrations • Sales • Playbooks • LinkedIn 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/
  • 10. Marketing, Sales, & Service Updates
  • 12. 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 • LinkedIn Integration • Enhanced Dynamics 365 for Marketing integration points • Segments, Account-based marketing, LinkedIn journey triggers • DCI analytics for LinkedIn effectiveness, Lead Scoring using LinkedIn • Roadmap: custom activities (InMails and presentations)
  • 13. Marketing – Custom Dashboards Source: Microsoft Business Applications Release Notes – October ‘18: https://docs.microsoft.com/en-us/business-applications-release-notes/October18/index
  • 14. Marketing – Custom Dashboards • Portal dashboards • F&O workspace pins • Business Central exp. • PowerApps integrations • Desktop, mobile, and platform enhancements • Custom visuals • Continuing CDS enhancements
  • 15. 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/October18/index
  • 16. Marketing – LinkedIn and Customer Journeys • Add LinkedIn elements • Example: LinkedIn Ads from campaign launch Source: Microsoft Business Applications Release Notes – October ‘18: https://docs.microsoft.com/en-us/business-applications-release-notes/October18/index
  • 17. Sales
  • 18. New Features in Sales • Playbooks • Event-driven sales activities • Smart, predictive, proactive • Automated sales activities that are scenario or trigger-based • LinkedIn Sales Navigator • Integrate LinkedIn 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
  • 19. 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/October18/index
  • 20.
  • 21. Sales – Deeper LinkedIn 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/October18/index
  • 22.
  • 23. 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/October18/index Source: Joel Lindstrom, CRM Tip of the Day: https://crmtipoftheday.com/922/connect-microsoft-teams-and-dynamics-365/
  • 25. 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
  • 26. 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/October18/index
  • 27. 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/October18/index Text analysis link https://azure.microsoft.com/en-in/services/cognitive-services/text-analytics/
  • 28. 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/October18/index
  • 30. 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) • PowerApps and CDS • Power BI • Flow and Data Integrations
  • 32. 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/dynamics365/get-started/faq-update-policy • Modernizing the way we update Dynamics 365 https://cloudblogs.microsoft.com/dynamics365/2018/07/06/modernizing-the-way-we-update-dynamics-365/ • Microsoft Business Applications Release Notes – October ’18 https://docs.microsoft.com/en-us/business-applications-release-notes/October18/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/

Editor's Notes

  1. Recap: Out with the old, in with the new Core service scheduling: Services, Service Activities, Schedule Board Migration tools to upgrade service scheduling to URS!
  2. D365/CRMUG is a good way to immerse yourself in the Dynamics 365 community, learn about D365 best practices and tips, and set you and your organization up for success on your D365 journey.   The local Salesforce.com user group is okay. Sharp people, but there's something about the platform that doesn't work for our team. And the cost...yikes.