This article is contributed. See the original author and article here.
In today’s fast-paced business environment, efficiency and speed are key to staying ahead. That’s why we’re excited to preview* a new feature for Model Driven applications (Canvas application support coming soon) which is designed to improve your mobile applications offline sync performance, saving valuable time and bandwidth.
Offline table column selection brings a significant enhancement to the offline capabilities of your mobile app. Now, Dynamics customers have the power to customize their offline data sync by selecting specific columns within a Dataverse table to download. This granular control means that only the most relevant data is downloaded to the offline device, reducing the overall volume of data that needs to be downloaded.
An example of how this preview feature can be used is shown with the standard Contacts table. This is a standard out of the box Dataverse table which typically includes 240 columns. By leveraging offline table column selection, you can now reduce the number of columns downloaded offline by **greater than half.
User Benefits:
Reduced Download Time: By downloading only the necessary columns, the time required for offline sync is significantly decreased.
Improved User Experience: Faster offline sync times will lead to less waiting for the mobile application to be ready to go offline, and large updates to the device will happen even faster. This will lead to a smoother and more efficient user experience.
Optimized Data Usage: This feature helps in managing data consumption, especially in areas with limited connectivity or data plans.
Enhanced Performance: With less data to process, the mobile app will use less battery and bandwidth, allowing for quicker access to critical information.
The offline table column selection feature is a testament to our commitment to providing solutions that not only meet but exceed the needs of our customers. By enabling enterprise users to tailor their offline data access, we’re empowering them to work smarter, not harder. Experience the difference today and take your field service operations to the next level.
* Offline table column selection is currently in preview only, please refer to the release plan for general availability
** Required columns may be different by organization and unique business scenarios. Be sure to review your custom business logic to ensure all columns required are selected.
This article is contributed. See the original author and article here.
The world is getting noisier, which makes it harder to earn customer attention. We’ve previously described the importance of hyper-personalization to break through the noise and enable customers to explore brands and products on their own terms. Regardless of whether they are consumers or business-to-business (B2B) buyers.
At Ignite 2023, we announced a unique Copilot-powered real-time web personalization solution in Dynamics 365 Customer Insights in partnership with Optimizely*. Today, we’re excited to announce the availability of this solution in preview to customers worldwide. Current Customer Insights customers can sign up now to access the public preview.
According to recent research from Econsultancy, 93% of businesses see an uplift in conversion rates because of personalization. Yet only 6% of businesses believe they are doing it well. They face three main challenges.
First, traditional tools for personalization have limited data about your customers. It’s no longer sufficient to show content based on a customer’s browsing history, location, and other derived signals alone. The shift away from 3rd party cookies further exacerbates this problem.
Second, even the companies that have collected a wealth of data through their Customer Data Platform (CDP) often struggle to synchronize the customer identity and data between their CDP and personalization tools. This synchronization is essential for real-time personalization. It enables companies to use comprehensive customer understanding from all data sources unified in CDP to tailor experiences based on both current behavior and predicted actions.
Third, personalization is disconnected across channels due to the fragmentation of marketing and web technologies and the data silos within each tool. A customer might see one offer option on the web but get a different message in an email or through an ad on social media. With companies expanding the channels through which they engage with users, it becomes increasingly challenging to connect the dots of a customer’s journey.
Dynamics 365 Customer Insights to the rescue
Dynamics 365 Customer Insights and Optimizely* enable organizations to deliver hyper-personalized omni-channel experiences across web, social, email and offline channels without writing custom code. Marketers and web admins can seamlessly collaborate to create personalized campaigns using unified data from Customer Insights. This enables companies to:
Go beyond browsing history by using comprehensive data from Customer Insights to personalize experiences. For example, leverage the predicted lifetime value of a customer to create targeted experiences.
No-Code Personalization using segments from Customer Insights in Optimizely. For instance, create a segment for high-churn customers in Customer Insights and use it in Optimizely to increase engagement when they visit the website next.
Ensure uniform personalization across all channels with bi-directional integration between Customer Insights and Optimizely. For example, an audience in Optimizely can be created using the predicted lifetime value from Customer Insights and repeat browsing history from Optimizely. This audience can then receive targeted monetary offers. Marketers can also show the same offer in messages sent via a customer journey in Customer Insights, using Optimizely’s signal (activity) on which treatment they received earlier. This can be done through segments refined based on customer activities or real-time triggers based on specific customer actions.
Activate audience across channels in journeys to further target the original visitors with the same offer if the prior web and message touchpoints failed to convert them and export the segments into advertising and social platforms for re-targeting.
There are even more possibilities for customer experience teams. They can, for example, use defined audiences to create ‘lookalike’ segments on social media platforms. This strategy helps them identify and engage new potential customers who share characteristics with their existing audience, expanding their reach and intensifying customer engagement efforts.
“Copilot in Customer Insights and Optimizely not only enable hyper-personalization but democratize it-any marketing or Customer experience team can now deliver such a campaign quickly and without requiring specialized skills – creating segments, journeys and content with the help of Copilot and then setting up the experiments with Optimizely’s market-leading capabilities.”
Kevin Li, VP of Product Strategy at Optimizely.
Leveraging website personalization to accelerate B2B sales
Web personalization can boost B2B sales by showing the right product to the right customer at the right time. CommScope, a leading telecommunication and wireless network company, uses web personalization to increase purchase intent for web visitors and then routes them to a seller based on their cross-channel engagement. This way, CommScope can generate higher quality leads and revenue from its website.
“Customer Insights and Optimizely enable us to personalize each customer’s experience in real-time with consistency across website and email marketing, enabling self-exploration and demand generation, while also accelerating our sales pipeline by empowering our reps to identify the highest intent leads at the right moment.“
Bob Vonderheide, Director of Customer Experience Technologies at CommScope.
What’s next
This is just the beginning, and there’s much more to come. Working with early adopters, we know that our customers often rely on their marketers and developers collaborating to add scripts to their websites and mobile apps. We will facilitate this collaboration with a developer portal that gives developers tools to test and verify that the script has successfully been added and functioning as the marketer intended. To enable bespoke scenarios such as personalized e-commerce product pages, we will enable collection of custom events including data such as product details, category, and price. Finally, we will reduce noise from unwanted events through filtering based on pages, location, and other attributes. You can follow the release plans to stay updated on when these features become available.
Meanwhile, we will continue to work with customers as part of the preview to measure and optimize real-world latency and performance. We estimate general availability beyond 2024 wave 2 with the enhancements outlined above.
This article is contributed. See the original author and article here.
On June 4, 2024, we introduced the latest milestone in our journey towards modernizing customer engagement: Microsoft Dynamics 365 Contact Center, a Microsoft Copilot-first contact center solution that delivers generative AI to every customer engagement channel. This standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.
Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers. Organizations will benefit from new native capabilities such as generative AI, technology from Nuance, and much more all built from the ground-up to power mission-critical service operations with extensive scale and reliability on the hyperscale cloud platform of Azure.
Key benefits of Dynamics 365 Contact Center
Dynamics 365 Contact Center key capabilities include:
Effortless self-service
Customers have the freedom to engage in their channel of choice across voice, SMS, chat, email, and social media apps.
Sophisticated pre-integrated copilots for digital channels drive context-aware, personalized conversations for rich self-service experiences.
Provide a frictionless conversational interactive voice response (IVR) experience in real time through natural, human-like interactions.
Accelerated human-assisted service
Intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and minimizing wasted effort.
Agents gain a 360-degree view of customers and AI tools for real-time sentiment analysis, translation, transcription, and more to help streamline service.
Let Copilot automate repetitive agent tasks such as conversation summary, drafting emails, suggested responses, and knowledge search.
Operational efficiency
Generative AI based real-time reporting allows service leaders to optimize contact center operations across all support channels including their workforce.
Maximize Copilot by connecting it to an organization’s existing data and business applications using more than 1,200 pre-built connectors that eliminate the need for expensive IT integration.
Empower employee helpdesk and human resources functions using Microsoft Teams as a secure, integrated engagement channel.
Dynamics 365 Contact Center customer stories
We’re thrilled to see the initial impact that our early adopter customers and partners are having with Dynamics 365 Contact Center:
“With Lenovo’s Premier Support Plus and Dynamics 365 Contact Center, we’ve established a transformational partnership that strives for customer satisfaction, alongside operational excellence”
Lishuang Xu, Executive Director, Customer Engagement Center, Lenovo.
“Sales and marketing thrive on smooth customer interactions. With Dynamics 365 Contact Center, early adoption means we’re ahead, modernizing our approach with AI for increasing effectiveness and improving customer satisfaction”
Ian Au-Yeung, Chief Revenue Officer, Synoptek
“With Dynamics 365 Contact Center powered by Copilot, we see tremendous potential for significant enhancement in contact center staff productivity, ensuring quicker and precise responses that elevate our customer service and affirm our leadership in the insurance industry.”
Ritu Thakur, Head of Group Operations, AIA Group
Take the next step
Available now for $110 per user/month, Dynamics 365 Contact Center includes digital and voice channels as well as individual channel options for purchase.1
Additionally, we are introducing Microsoft Dynamics 365 Customer Service Premium—a new offer combining Dynamics 365 Customer Service Enterprise with Dynamics 365 Contact Center for customers seeking to consolidate on an integrated, generative AI-powered contact center and CRM service solution that delivers personalized customer journeys. Dynamics 365 Customer Service Premium is available now for $195 per user/month.2 Customers with existing Dynamics 365 Customer Service Enterprise licenses adopting Dynamics 365 Contact Center will have the ability to move to Dynamics 365 Customer Service Premium.
This article is contributed. See the original author and article here.
In February, we announced the general availability of Copilot for Service, which helps organizations realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions. Copilot for Service helps quicken agents’ time to resolution by assisting them with common tasks using the full context of the customer journey.
With prebuilt integrations for common CRMs, you can embed Copilot for Service inside the agent desktop to help agents be more productive and create seamless customer experiences across channels.
On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice.
Email assistance
Copilot can help agents draft emails to answer customer queries. Using the context of customer records and actions, such as cases and emails, Copilot can provide an email draft written in the voice of the organization. Agents can review and alter the draft as needed before sending, and they can adjust the tone. With Copilot, agents can spend less time authoring and more time helping customers solve complex issues.
Context-aware multiturn chats
When an agent is involved in a customer conversation, they sometimes encounter difficult questions they can’t answer on their own. Instead of making a customer wait while they ask a colleague or conduct research, agents can ask Copilot a question. Copilot identifies the agent’s intent and understands the context of CRM data, including customer records and cases, so it can provide answers tailored to service scenarios and better support the resolution of customer issues.
Case summarization
With case summarization capabilities, Copilot understands which case an agent may be working on and summarizes the details for them, so agents can ramp up on their assigned cases faster. Armed with the most important aspects of a case, agents can then reduce time to resolution for customers. And because Copilot understands the context of CRM data, agents can be confident that they are giving customers the most informed answers.
Real-time streaming
When agents use Copilot to write an email response or ask a question, including multiturn questions, they can read the generated responses on the user interface incrementally, without having to wait for the entire response to be generated. Agents can also choose to stop Copilot from generating a response and start fresh. This helps reduce wait times and gives agents a chance to refine their requests if needed.
Learn more
These features will begin rolling out on July 1. You can access them by selecting the Start with Microsoft Copilot option when using the Copilot for Service landing page.
This article is contributed. See the original author and article here.
As enterprises are asked to manage increasingly complex business processes and data environments, context-aware AI summarization by Copilot in Microsoft Dynamics 365 streamlines operations by synthesizing data from multiple sources across Supply Chain Management, Finance, Commerce, and Human Resources. By delivering clear, actionable insights from ERP data, this generative AI feature eliminates context-switching and allows users to make better decisions faster.
Transformative AI summarization in Dynamics 365
Copilot generative AI features are revolutionizing the user experience in Supply Chain Management, Finance, Commerce, and Human Resources. Insights that used to require literally dozens of clicks, searches, and views in multiple windows—and a lot of deep thinking about complex data—are now presented to the right user, at the right time, automatically. Let’s take a closer look at how Copilot aggregates data from multiple sources and displays it in easily digestible and context-aware summaries.
Vendor summary streamlines understanding of vendor performance and financials
What do we mean by “context-aware”? One meaning is that Copilot summarizes data based on the user’s role to deliver real-time, role-specific insights. Take the vendor summary, for example. Traditionally, procurement managers had to navigate multiple forms to understand vendor performance. Copilot summaries streamline these insights by providing quick access to crucial information, such as active contracts, purchase orders, late deliveries, and overdue payments. For accounts payable teams, however, the vendor summary presents essential financial details about a vendor. For both roles, the vendor summary enables faster, data-driven decisions for better vendor interactions.
Real-time vendor summary helps optimize supplier interactions and negotiations.
Sales order and purchase order summaries pinpoint critical items in open orders
Another perspective on “context-aware” is AI summarization based on task. Consider purchase and sales orders. Procurement and sales teams often spend significant time following up on open orders. Getting a comprehensive overview or pinpointing lines that need attention can be challenging, because the necessary data is typically spread across multiple forms. Copilot summaries consolidate the information, enabling users to easily identify critical items.
Copilot sales order summary highlights potential delivery issues, aiding in efficient order management and customer service.
It’s not just about summarizing data, though. AI summarization also facilitates quicker action on next steps. Copilot’s summary includes convenient one-click filtering options, allowing users to swiftly access the information they need to act.
One-click filtering options right in the Copilot summary help users quickly find the information they need.
Customer summary streamlines insights by role for more effective customer relationships
When it comes to customer information, “context-aware” refers to everything that creates a relationship between an organization and its customers—information that’s often found in multiple, disparate tables, reports, and modules. Copilot addresses the challenges faced by roles such as accounts receivable agents, sales order agents, and customer account managers, who need comprehensive and role-specific information about customers that’s often scattered across multiple systems. For example, while accounts receivable teams need quick access to open invoices, sales order teams require details on open orders and shipments. Copilot consolidates all relevant data into a single, context-aware summary that’s specific to each role, allowing agents and account managers to tailor their interactions with customers, strengthen relationships, and enhance operational efficiency.
Customer events, statuses, and insights are summarized in Dynamics 365 Finance.
Warehouse worker home screen brings warehouse teams up to speed quickly
“Context-aware” can also refer to a user’s surroundings and situation. Warehouse start-of-shift stand-up meetings can miss important updates, and they don’t cover changes that happen throughout the day. Copilot’s dynamic operational summary on the Warehouse Management home screen brings warehouse workers up to speed at the start of their shifts and keeps them on top of the situation as they go about their day, helping them quickly adapt to changes and ensure daily goals are met.
Warehouse workers get up to speed fast at the start of their shifts with a dynamic overview in Warehouse Management.
Workflow history summary streamlines review and approval of invoices and expense reports
AI summarization streamlines examination of workflows by providing a concise overview of recent actions and comments, allowing approvers to quickly act without navigating through separate detail screens. Copilot summaries apply to workflows in Dynamics 365 Supply Chain Management, Finance, Commerce, and Human Resources, aiding review and approval processes and supporting informed decisions for things like vendor invoices, time-off requests, and expense reports.
Workflow history summaries help stakeholders make informed decisions about future activities.
Product preview summary consolidates product details for quick consumption
Procurement managers typically must navigate multiple forms to gather product details such as name, description, dimensions, hierarchy, life cycle state, and release policy. Copilot consolidates this information and other key product attributes in a single, concise summary, making these details quick and easy to consume.
Copilot aggregates and summarizes product information based on the user’s role.
When a warehouse manager views the product detail page, Copilot’s summary focuses on relevant information that would take multiple clicks to find, such as on-hand inventory levels, purchase information like main vendor, and batch numbers that are expiring soon.
The product detail summary includes information about stock on hand and recent sales.
Employee workspace summary makes leave management easier for both HR and employees
An organization’s success relies on both employees and customers. Effective time-off management is crucial for employees to make informed decisions and for the organization to optimize time-off utilization and manage financial liabilities from unused leave. Time-off information is scattered across multiple screens in the employee self-service portal. Copilot consolidates key details like vacation and sick leave balances and potential forfeitures due to policy, and includes a link to submit leave requests, all in one summary view.
Employees can view available leave and request time off right in the Copilot summary.
Retail statement summary provides insights about risky transactions across multiple stores
Physical stores send cash-and-carry transactions to Dynamics 365 Commerce for inventory and financial updates. The store operations team must ensure proper posting, but identifying pending transactions can be difficult across multiple stores. Summaries of posted and unposted retail statements highlight stores needing attention and flag risky transactions like returns without receipts or price overrides. Brief error summaries for failed statements aid in quick resolution, enhancing store management efficiency.
Copilot summarizes retail transaction errors in Dynamics 365 Commerce.
For retail merchandisers, the challenge lies in managing complex product configurations without errors. Copilot addresses this challenge by streamlining merchandising workflows, offering a clear summary of settings, automating data validation, and providing a risk preview to anticipate issues. Here, context-aware AI summarization enhances efficiency, reduces the risk of lost sales, and drives growth.
Merchandise workflow summary aids management of retail merchandise.
More benefits of context-aware AI summarization of ERP data
Beyond the specific benefits we described earlier, Copilot summaries in Dynamics 365 Supply Chain Management, Finance, Commerce, and Human Resources enhance user experience and operational efficiency in multiple ways.
Enhanced productivity: With key data points automatically summarized, users spend less time analyzing vast datasets and can focus on strategic decision-making and core activities.
Proactive problem-solving: With real-time summaries, users can anticipate challenges and address them proactively, improving business agility and resilience.
Improved accuracy and insight: Copilot highlights critical information and trends, reducing the risk of human error in interpreting complex data. Analysis is more accurate and insightful, crucial for effective decision-making.
Customized user experiences: Each summarization feature is tailored to the specific needs of different roles within an organization, ensuring that every user receives the most relevant and actionable insights.
Seamless integration: AI features integrate seamlessly into your existing Dynamics 365 framework, providing a smooth user experience without the need for extensive setup or training.
Scalable decision support: Whether for small tasks or large-scale strategic decisions, Copilot summaries meet the needs of businesses of all sizes, scenarios, and requirements.
These benefits collectively contribute to a more streamlined, efficient, and informed ERP environment, setting the stage for more advanced AI features to come.
Introducing generative AI responsibly
Integrating generative AI into ERP products presents challenges. It requires ensuring that the AI features are reliable and robust enough for mission-critical business settings. It also requires building customer trust in the AI capabilities. Our vision is an autonomous ERP system that automates and optimizes business processes with minimal human intervention. However, this is a journey we’re embarking on together to instill confidence in the results and encourage greater adoption over time.
Our approach is to gradually introduce low-risk AI features that provide immediate benefits and time savings, gather user feedback, and build excitement. This way, we can improve the AI features based on user needs and business operations, laying the foundation for more advanced AI features in the future. We prioritize the safe deployment and continuous improvement of AI features in our ERP suite and are leading the way for responsible and impactful integration of AI in the ERP landscape.
Ensuring the ethical use of AI technology
Microsoft is committed to the ethical deployment of AI technologies. Through our Responsible AI practices, we ensure that all AI-powered features in Dynamics 365 adhere to stringent data privacy laws and ethical AI usage standards, promoting transparency, fairness, and accountability.
Learn more about AI summarization in Dynamics 365
Interested in learning more about the power of AI summarization to transform your business processes with unparalleled efficiency and insight? Here’s how you can dive deeper:
This article is contributed. See the original author and article here.
We’re excited to announce unlimited application installs when starting with Dynamics 365 Customer Insights, an improvement to our license definition and installation management experience. As of June 30, 2024 we’ve removed application installation limits for Customer Insights–Journeys (real-time journeys only) and Customer Insights–Data. Previous application installations had restrictions of four per base license of the new Dynamics 365 Customer Insights license launched September 2023, and one if using the older, standalone Marketing license.
Unlimited application installations: What it means for you
After June 30, 2024, as an admin, you have unlimited application installs with Customer Insights – Journeys (real-time only) and Customer Insights – Data on as many production and sandbox environments in the Power Platform Admin Center as you’d like. Admins with a paid Dynamics 365 Customer Insights license on their tenant (i.e. production or sandbox environments) will no longer see the application installation counter and limits. See details on how to install Customer Insights. Customer Insights –Journeys, application install limits still apply to additional installations of legacy outbound marketing solutions. (This accommodates the high cost of the background services.) For customers using only real-time Journeys, there is no installation limit.
Access the installation management page by going to admin.powerplatform.microsoft.com -> Resources -> Dynamics 365 apps -> Dynamics 365 Customer Insights or Marketing -> … -> Manage. Because it’s no longer restricted, the meter doesn’t display the count of paid application installations you’re entitled to or have used. However, trials are still limited to one per license.
If your tenant has used outbound marketing solutions, you see a meter monitoring your entitled and installed instances of outbound marketing. We count outbound marketing instances based on the previous application logic. For Dynamics 365 Marketing standalone licenses and application add-on licenses you get one install per license. For the Dynamics 365 Customer Insights combined license launched September 2023, you get four outbound marketing installs per base license. Learn more about who can enable outbound marketing.
Enhancing your applications installation experience
While making this change, we took the opportunity to simplify the user experience further with the following small changes:
We removed the little gray “i” icon with the environment URL. Find the environment URL in the green checkmark.
If your tenant does not have any Dynamics 365 Customer Insights or Marketing licenses, you see a view which offers you links to learn how to buy.
We hope these license definition and user experience improvements simplify your experience installing Dynamics 365 Customer Insights.
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