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Dynamics 365: 2019 Release Wave 2 Plan Version 19.2.8

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Dynamics 365: 2019 Release Wave 2 Plan Version 19.2.8 Last updated May 5, 2020. This document is provided “as-is.” Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it. Some examples are for illustration only and are fictitious. No real association is intended or inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. © 2020 Microsoft Corporation. All rights reserved. Dynamics 365: 2019 release wave 2 plan Version 19.2.8 Contents 2019 release wave 2 plan .............................................................................................................. 24 Change history .......................................................................................................................................... 28 2019 release wave 2 features available for early access ................................................................. 29 Dynamics 365 Marketing ....................................................................................................................... 36 Overview ................................................................................................................................................................................. 36 What's new and planned ................................................................................................................................................... 37 Marketing support for business units ............................................................................................................................ 38 Customer Insights integration.......................................................................................................................................... 39 Easy setup for subscription lists....................................................................................................................................... 39 Email A/B testing .................................................................................................................................................................. 40 Improved segmentation experience .............................................................................................................................. 41 Layout editor ......................................................................................................................................................................... 43 Support approvals using Power Automate .................................................................................................................. 43 Quick send ............................................................................................................................................................................. 45 Dynamics 365 Sales ................................................................................................................................. 47 Overview ................................................................................................................................................................................. 47 What's new and planned ................................................................................................................................................... 48 Customization of Opportunity Close dialog box ........................................................................................................ 50 LinkedIn Sales Navigator integration enhancements................................................................................................ 52 Out-of-the-box hierarchical relationship on the Territory entity ........................................................................... 53 Simplified lead management experience ..................................................................................................................... 53 Business card scan ............................................................................................................................................................... 54 Enhance the adding or editing Opportunity/Quote/Order/Invoice products experience ............................. 56 Improve or simplify most common sales workflows ................................................................................................. 58 Softphone dialer ................................................................................................................................................................... 59 Microsoft Teams integration enhancements ............................................................................................................... 60 LinkedIn Sales Navigator Data validation ..................................................................................................................... 61 Back to Contents Contents 3 Dynamics 365: 2019 release wave 2 plan Version 19.2.8 Simplified sign-up experience for Sales Professional................................................................................................ 62 Customize forecast models ............................................................................................................................................... 62 Improve and adjust forecast accuracy ........................................................................................................................... 63 Understand forecasts with precision pipeline management................................................................................... 64 Contextual email communication ................................................................................................................................... 65 Dynamics 365 Customer Service .......................................................................................................... 67 Overview ................................................................................................................................................................................. 67 What's new and planned ................................................................................................................................................... 67 Customer Service ................................................................................................................................................................. 71 Overview................................................................................................................................................ 71 Knowledge management inline image enhancement ............................................................................. 71 Knowledge management search and rendering enhancement ............................................................... 72 Timeline usability enhancements ........................................................................................................... 72 Service scheduling migration tool ........................................................................................................... 73 Knowledge article templates .................................................................................................................. 73 Omnichannel for Customer Service ................................................................................................................................ 74 Overview................................................................................................................................................ 74 Unified routing for entity records ........................................................................................................... 74 Enable customers to integrate Microsoft Bot Framework bots with channels ......................................... 75 SMS channel .......................................................................................................................................... 76 Integration with Power Virtual Agents .................................................................................................... 76 Facebook messaging .............................................................................................................................. 77 Proactive chat ........................................................................................................................................ 78 Sentiment analysis enhancements ......................................................................................................... 78 Dynamics 365 Channel Integration Framework v2 .................................................................................. 79 Guide customer interactions with agent scripts ...................................................................................... 80 Multiple-provider support ...................................................................................................................... 81 Analytics for third-party channels ........................................................................................................... 81 Bot-assisted agent guidance ................................................................................................................... 82 Enhanced search experience .................................................................................................................. 82
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