MS Dynamics CRM

Dynamics 365 release-wave-2/2023

31. July 2023

Nikolaus Matejka

In this post, we will take a detailed look at the exciting innovations of the Release-Wave-2/2023 in the various modules of Microsoft Dynamics 365 Customer Engagement. And one thing to mention upfront: There are significant developments happening in Dynamics 365 Customer Engagement in the year 2023. The central theme of this Release Wave, as expected, is the Microsoft Dynamics 365 Copilot.

Each module brings unique enhancements and features that assist businesses in optimizing their sales, marketing, and customer service processes. We would like to introduce some of them to you in this article! Let's dive right in and take a closer look at each module.

Dynamics 365 Marketing

Dynamics 365 Marketing and Dynamics 365 Customer Insights

Dynamics 365 Customer Marketing and Dynamics 365 Customer Insight will merge even closer in the future, forming a customer-centric solution: The new Dynamics 365 Customer Insights!

With this new solution, Dynamics 365 Customer Insights and Dynamics 365 Marketing will be combined into a single offering. Different tier options will be available to tailor it to suit your individual needs and use cases. The goal of Dynamics 365 Customer Insights is to revolutionize your customer experiences through two independent and versatile apps: Customer Insights - Data (previously known as Dynamics 365 Customer Insights) and Customer Insights - Journeys (previously known as Dynamics 365 Marketing).

Customer Insights - Data

With the Customer Insights - Data app, you have the ability to create unified 360-degree profiles of your customers in real-time. By integrating data from various sources such as customer transactions, behavior, and social media, you gain valuable insights into the preferences, needs, and interactions of your customers. The comprehensive understanding of customers enabled by Customer Insights - Data forms the basis for data-driven and highly personalized customer engagements. As a result, you can significantly enhance customer loyalty and satisfaction.

Customer Insights - Journeys

The Customer Insights - Journeys app allows you to deliver highly personalized experiences based on the comprehensive customer understanding from Customer Insights - Data. This app offers you numerous possibilities to create individually tailored marketing campaigns and customer interactions. Accompany your customers throughout their entire customer journey and provide them with customized offers, content, and interactions. With the Customer Insights - Journeys app, you elevate your marketing to a whole new level and create unique customer experiences that will leave a lasting impression on your customers.

Learn more about the innovations in Dynamics Marketing: Overview of Dynamics 365 Marketing 2023 release wave 2 | Microsoft Learn

In the "Dynamics Marketing" module, there are some exciting innovations coming in Release Wave 2 2023. Companies can now create even more targeted marketing campaigns and better reach their audience. The integration of AI technologies around the Microsoft Dynamics 365 Copilot enables easier customer segmentation through natural language query commands. Additionally, new analytics features are being introduced, allowing marketing specialists to better track the success of their campaigns and make data-driven decisions.

Microsoft 365 Copilot and AI innovations in Dynamics 365 Marketing

With the integration of Microsoft 365 Copilot, designing emails has become even easier: simply add your website’s URL and the Copilot will automatically suggest design elements such as font style, font size and colour palette. Alternatively, you can customise elements to align with your campaign or brand guidelines. The same principles apply to your forms and event registration pages as well.

With the integration of Microsoft 365 Copilot, designing emails has become even easier: simply add your website’s URL and the Copilot will automatically suggest design elements such as font style, font size and colour palette. Alternatively, you can customise elements to align with your campaign or brand guidelines. The same principles apply to your forms and event registration pages as well.

In the future, it will also be possible to use Microsoft 365 Copilot to easily create customer journeys. Use everyday natural language to describe the customer journey you want to create or find inspiration by starting with a list of suggested journeys.

An overview of some functionalities through the integration of Dynamics 365 Copilot in Dynamics Marketing:

  • Design your emails easily with Copilot
  • Customize your forms and event registration pages to match your website design with Copilot
  • Effortlessly authenticate your domain with step-by-step instructions from Copilot
  • Quickly write and modify the tone of your content with Copilot in marketing
  • create customer Journeys by describing them in your own words with Copilot
  • Prevent messages from being sent at unwanted times by setting up quiet hours with Copilot.

Dynamics 365 Sales

The second release wave of 2023 brings some notable improvements to the Dynamics 365 Sales module. Sales representatives benefit from enhanced AI-powered features that help them better identify potential upselling and cross-selling opportunities. The integration of real-time data and Customer Insights allows sales representatives to develop a deeper understanding of their customers and create individually tailored offers. Additionally, process automation in Dynamics Sales has been optimised to make sales more efficient and productive.

Microsoft 365 Copilot and AI innovations in Dynamics 365 Sales

Among other things, Copilot will significantly simplify the process of creating offers in the future. Instead of manually creating proposals, the AI-powered feature in Dynamics 365 Sales allows for the automatic generation of offers based on existing customer information, historical data, and previous transactions. The AI analyses and automatically identifies relevant product options, prices, and discounts to create tailored and attractive offers for potential customers.

By analysing customer interactions, purchase history, and other relevant data, Copilot can also provide a precise and comprehensive overview of the customer's history. This summary enables sales representatives to better understand customer needs, identify potential upselling opportunities, and develop personalised sales strategies.

Much more is planned in addition to the two functions explained above, there is much more planned. Here is an overview of the planned new features that the integration of Dynamics 365 Copilot in Dynamics 365 Sales will offer you:

  • Enhance your understanding of customer accounts through AI-generated summaries
  • Boost customer engagement with personalised AI-recommended content
  • Implement AI-recommended follow-up actions on customer emails
  • Prepare for your meetings with AI-generated preparation hints
  • Stay updated with AI-generated lead or opportunity summaries

Many other innovations are aimed at further improving the connectivity of your sales and marketing processes. Learn more about the innovations in Dynamics Sales: Overview of Dynamics 365 Sales 2023 release wave 2 | Microsoft Learn

Dynamics 365 Customer Service

The Dynamics 365 Customer Service module is also being further improved with some exciting features in release wave 2/2023. The integration of chatbots enables faster and more efficient customer support, available 24/7: it gives customers instant responses to their questions and concerns. Additionally, advanced analytics features are being introduced, enabling service teams to better understand which areas need improvement to further increase customer satisfaction.

Microsoft 365 Copilot and AI innovations in Dynamics 365 Customer Service

By automatically summarising support cases, Copilot analyses key interactions, customer communications and history to generate a precise and comprehensive summary. This enables support teams to efficiently identify issues and find quick solutions, thereby increasing customer satisfaction.

Furthermore, Copilot automatically analyses customer communications and interactions to identify and summarise important conversations. Relevant information and events are presented clearly and concisely, allowing support agents to quickly understand the context of the conversations. By intelligently processing conversation content, Copilot generates clear and structured summaries automatically. This enables support teams to communicate effectively with customers and provide precise responses to inquiries.

Here is an overview of the currently planned use cases of Copilot in Dynamics Customer Service:

  • Summarise support cases with Copilot
  • Summarise conversations with Copilot
  • Utilize knowledge content for automated recommendations with Copilot
  • Write email responses with a single click using Copilot
  • Write messaging responses with a single click using Copilot

In addition to the innovations mentioned here regarding the integration of Dynamics 365 Copilot, several other useful functionalities are planned to simplify agent usage. Discover the new features in Dynamics Customer Service: Overview of Dynamics 365 Customer Service 2023 release wave 2 | Microsoft Learn

Dynamics 365 Field Service

The Dynamics 365 Field Service module benefits from improved planning and coordination functionalities in the second release wave of 2023. The integration of the IoT (Internet of Things) allows for better monitoring and management of field service operations. With predictive maintenance, potential issues can be detected and resolved before they lead to breakdowns. This helps to increase the efficiency of field service and enhance customer satisfaction.

The planned innovations can be broadly categorized into the areas of service optimisation and resource planning.

Learn more about all the innovations in Dynamics Field Service: Overview of Dynamics 365 Field Service 2023 release wave 2 | Microsoft Learn

Dynamics 365 Project Operations

The new features aim to improve efficiency and productivity in project management and execution. Here are some of the planned features:

  • Project budgeting and planning: An enhanced budgeting feature allows for more accurate estimation and planning of resources and costs for projects. This helps avoid budget overruns and increases profitability.
  • Resource management: An improved resource management tool has been designed to enable project managers to manage and utilise resources effectively. This is intended to improve employee utilisation and meet project deadlines.
  • Time Tracking and Billing: An updated time tracking and billing feature will make it easier for users to accurately track work hours and project expenses for billing purposes.
  • Enhanced Project Analysis: New analysis tools provide project managers and stakeholders with detailed insights into the project’s status and performance. This helps them identify bottlenecks and implement measures to improve performance.
  • Advanced Integrations: The integration with other Dynamics 365 applications and Microsoft 365 will be further improved. This enables seamless data exchange between different systems, facilitating collaboration and information flow.
  • Mobile Access: Work is being done on an improved mobile app that will allow project teams to access crucial project information on the go. This will support flexibility and efficiency in project work.

Microsoft 365 Copilot and AI innovations in Dynamics 365 Project Operations

The integration of Microsoft 365 Copilot in Project Operations aims to optimize project management and collaboration. It is designed to assist project teams in working more efficiently and productively. Here is a brief overview of some of the planned features of Copilot in Dynamics 365 Project Operations:

  • Intelligent project support: Copilot provides intelligent support features that help project teams plan, organise and manage tasks more effectively. The tool may also help project teams identify bottlenecks and challenges.
  • Collaborative work environment: Copilot promotes collaboration among team members, allowing them to seamlessly work together and exchange information. This improves communication across the entire project team.
  • Process Automation: The tool offers automation features to simplify repetitive tasks and reduce manual interventions. This allows team members to focus on more critical aspects of project management.
  • Advanced Analysis Capabilities: Copilot offers advanced analysis functions, enabling project teams to gain crucial insights into the project's status and performance. These analytical insights can be used to make informed decisions and enhance project outcomes.

Comprehensive information about all the planned innovations in Dynamics 365 Project Operations can be found here: Overview of Dynamics 365 Project Operations 2023 release wave 2 | Microsoft Learn

Summary of the features planned for Dynamics 365 in release wave 2/2023


The second release wave of 2023 for Microsoft Dynamics 365 brings exciting improvements to every module, helping businesses optimise their sales, marketing and customer service processes. The integration of AI technologies, advanced analytics features and process automation leads to increased efficiency and a better customer experience. Now is the perfect time to benefit from these innovations and take your business to the next level of success!

Need more information or are you interested in implementing Dynamics 365?

For more information on the innovations in Microsoft Dynamics 365, you can visit the official overview from Microsoft: Microsoft Dynamics 365 2023 release wave 2 plan overview | Microsoft Learn

Or even easier, you can directly contact us, and our specialists in the respective Dynamics applications will assist you immediately.

Stay up-to-date with us!

We look forward to the opportunities arising from release wave 2/2023 and are happy to help you implement Dynamics 365 or expand your existing Dynamics 365 applications.

Nikolaus Matejka

Account Manager

+43 1 3000944-42

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NIKOLAUS MATEJKA

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