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Microsoft Dynamics 365 2020 update Wave Two is rapidly approaching. What does it entail and will you be ready?

The next update to Microsoft Dynamics 365 Online will be here in a few weeks. Between now and it arrives in your production system – which will happen automatically – you have a chance to ensure that it rolls out to your users smoothly.  This is a brief overview document with links to Microsoft documentation where you can find more details.

What is included in the 2020 Wave Two update?

This release includes updates to most of the Dynamics 365 family. However, in this article, I focus on the changes coming to Microsoft Dynamics 365 CE.

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Dynamics 365 Marketing gets new segmentation functionality which allows you to use natural language to build your segments. This reduces the specialised skills required to create complex segments.

sales cr 300x550New features in Sales

This update provides a new mobile experience for quick access to customer information, and new enhancements in forecasting functionality to natively create then manage bottom-up sales forecast processes.

New features in Sales Insights

The new features in Sales Insights are across call transcribing which includes the sentiment of the call. This release also enables Teams calls from inside D365. Adding these features to the existing product enables conversational KPIs and advanced business insights from the calls.

New features in Customer Service

Customer Service Agents will be able to engage in multiple sessions simultaneously. Omnichannel for Customer Service is enhanced with additional options to enable integration with mobile applications, Microsoft bot framework, and outbound messaging channels. 

customer service cr 300x155New features in Customer Service 

This release introduces similar case suggestions to resolve customer issues quickly and easily. A new analytical view for customer service managers helps them focus on key support areas that need attention.

New features in Field Service

Field Service gets a new dashboard for monitoring key KPIs and work order completion metrics. The Field Service mobile app receives new capabilities including push notifications and real-time location sharing.

New Features in the Industry Accelerators

This release wave includes enhancements to the following industry accelerators: non-profit, education, financial services, media and communications, healthcare, manufacturing, and automotive.

calendar clipart w keydates 300x200Key dates for the 2020 Wave Two update

Microsoft announced last month the key dates for 2020 release wave two. We should use these to prepare our teams, processes, and environments for this release.

8th July 2020 – release plans published

The release plans for the 2020 Wave Two update were released on 8th July 2020. If you have not yet downloaded this information, you can get it from here .  This document includes links to documents which give details of new features from October to March 2021. There is a separate document which details the new features in the PowerPlatform between October 2020 and March 2021.

3rd August 2020 – Early Access available.

Early access allows you to try the new functionality in a sandbox or test environment before they are automatically enabled in your environment. I highly recommend that everyone using Microsoft Dynamics 365 Online enrols for early access and ensures that all configuration and customisation in their environment behaves as expected.

To take advantage of the early access program go to If you would like assistance with ensuring that you are not by surprise, please contact us – we are happy to help you.

1st October 2020 – General Availability

From 1st October 2020, the data centres will begin to deploy these new features.

Unified Interface

The Unified Interface has been part of Microsoft Dynamics 365 for a couple of years now. However, from 1st December 2020 (pushed out from 1st October 2020) it will be the ONLY interface as the classic interface will be retired. If you have configured or customised your environment, it is essential that you take advantage of the early access program to ensure that your environment still works after the classic interface is retired.

What is the Unified Interface?

The Unified Interface is a new user experience and interface for Dynamics 365 that uses a responsive web design to harmonise how users access data and interact with their Customer Engagement features.  Most users will be interacting with Dynamics 365 via one or more 'apps' which provide access to a subset of functionality.  It provides a consistent interface across all devices, browsers and individual applications. Microsoft's focus with the Unified Interface was to provide an enterprise-class experience for all users, regardless of the type of screen, orientation, or the application that the user is using.

However, the unified interface requires that most of your administration and configuration tasks are now (largely) completed through different parts of the PowerPlatform.