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What’s new in Dynamics 365 – Wave 2 2019

The Dynamics 365 2019 wave 2 release brings new innovations that will provide businesses with significant capabilities to transform the way their businesses work.

The enhancements to the D365 applications include 100s of new possibilities across the following business applications:

  • Sales
  • Marketing
  • Customer Service
  • Field Service
  • Project Service Automation
  • Finance and Operations
  • Talent
  • Retail
  • Business Central

This enhances AI capabilities to help organisations accelerate their transformation of customer service, sales, and marketing functions:

  • Sales Insights empowers teams with more foresight, to enhance productivity and better anticipate outcomes across the sales lifecycle.
  • Customer Service Insights provides an actionable view into critical performance metrics, operational data, and emerging trends using industry-leading artificial intelligence.
  • Virtual Agent for Customer Service enables organizations to create AI-powered bots that chat with customers and provides new opportunities for organizations to improve customer service through digital transformation.
  • Customer Insights enables every organization to unify and understand their customer data to harness it for intelligent insights and actions.
  • Market Insights enables business users to gather actionable insights based on what consumers say, seek, and feel about their brands and products.
  • Fraud Protection enables the e-commerce merchants to drive down fraud loss, increase bank acceptance rates to yield higher revenue, and improve the online shopping experience.

The 2019 release wave 2 continues to add a whole new set of experiences to enhance employee productivity using mixed reality:

  • Remote Assist empowers technicians to solve problems faster the first time.
  • Layout provides a new way for space planners to bring designs from concept to completion with confidence and speed.
  • Product Visualise empowers salespeople to convey the true potential of their products to their customers by harnessing the power of augmented reality on their mobile devices.
  • Guides is a mixed-reality application for Microsoft HoloLens that enables employees to learn in the flow of work by providing holographic instructions when and where they need them.

Full details of how the latest wave affects your system can be found here.

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