brown field and blue sky

Marketing, sales, and customer service teams that rely on Dynamics 365 Customer Engagement are excited about the new functionality Microsoft has announced for the 2022 release wave 1. The new functionalities will be delivered this year between April and September, and there’s a strong emphasis on improved collaboration, intelligence, and customer personalization. Here’s a sneak peek of the key new capabilities to look for in the coming months:


Customer Collaboration—within the built-in Teams chat, marketing can personalize interactions using unified views of customer activity across D365 applications. Without writing code, marketing can also engage customers at the right time by setting up journey triggers based on data changes in any D365 app.

Personalized Communications—without coding or understanding the underlying data structure, the marketing team can leverage AI to enable hyper-personalized, next-best content selection that provides customers with the information they are looking for. It’s also possible to quickly personalize emails using predefined dynamic text or reusable content fragments. Organizations with marketing data lakes can also connect to D365 Customer Insights to orchestrate customer journeys.

Customer Moments—create individualized journeys by adding conditions based on attributes captured as part of an event trigger, and then continue customer conversations by immediately acting on SMS replies. Marketing can also automate reminders to encourage customers to respond to a CTA and target the right leads using the reimagined segmentation builder.


Pipeline Intelligence—this feature provides greater predictability to the sales team to create accurate revenue forecasts. Sales also gets a workspace with comprehensive views and insights into their opportunity pipelines.

Accelerated Sales Process—Managers can automatically assign leads to the right salesperson and distribute opportunities based on availability and capacity to balance the workload. The sales accelerator engagement platform then helps the sales team engage with prospects across multiple channels and provides prioritized worklist guides to assist in connecting with the right customers.

Relationship Intelligence—Sales can build better customer relationships with predictive relationship intelligence, engagement signals, and integration with LinkedIn data. They can also automatically capture customer interactions, transcribe calls, and analyze content to generate customer insights.

Customer Service

Unified Knowledge Management—this feature allows service agents to create rich knowledge resources and expedites issue resolutions by showing content across self-service, assisted service, and onsite service engagement modes. Agents and managers can also author articles from templates, add search providers from multiple sources (SharePoint, Microsoft, Dynamics 365 organizations), and receive AI-triggered suggestions to speed up support delivery.

Enhanced Customer Communications—instantly connect and engage with customers via live chat, SMS, voice, and social channels and get conversation insights across these channels to enable a true, all-in-one contact center. D365 CE also generates contextual customer identification and real-time notifications while providing integrated communication tools such as knowledge search, macros, and case creation.

Improved Agent Experiences—intuitive collaboration capabilities and productivity tools in customizable workspaces make it possible for service agents to deliver seamless and personalized customer experiences across any channel. The system also uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents—while taking into account customer-specified criteria, such as priority and auto-skills matching.

Taking Customer Engagement to New Heights
As these new capabilities demonstrate, D365 CE is enabling businesses to take customer engagements to new heights. With the ability to leverage more intelligence and collaborate more effectively, marketing, sales, and customer service teams can personalize customer interactions to drive more revenue and foster long-term customer loyalty.

Contact our experts today to learn how Dynamics 365 Customer Engagement can help your business.

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