Microsoft’s eagerly awaited 2020 release wave 2 has just landed and there have been some great new additions to the Dynamics 365 stack.

This article summarises Incremental’s favourite updates in the world of Dynamics 365 Customer Engagement, specifically Marketing, Sales, Customer Service and Field Service.


With release wave 2, Dynamics 365 Marketing has seen a host of developments, in particular improvements have been made to the customer journey canvas experience. With the recent mass shift to remote working, integration with Microsoft Teams brings a more seamless experience for marketing professionals when working across the two applications.

Release wave 2 will also put more AI power at the fingertips of Dynamics 365 Marketing users. Natural Language Processing allows users to create and consume segments using intuitive language, eliminating the need for specialist skills. This will allow marketing professionals to spend more time learning about customers and deriving insights from the system.

For a more detailed run-through of some of the new additions, access our Dynamics 365 Marketing release wave 2 article or read the full release notes.


With release wave 2, Dynamics 365 Sales continues the journey to simplified experiences, this is coupled with a brand new app experience that is more intuitive, making it easier and quicker to access customer information and keep it up to date.

There are also new tools coming as part of release wave 2 that enrich the bottom-up forecasting process within Dynamics 365 Sales, empowering organisations to drive accountability and improve predictability across their sales process.

If you haven’t had the chance to look at Dynamics 365 Sales Insights now is the time. Release wave 2 is bringing even more power of cutting-edge AI developments to Dynamics 365 Sales Insights to maximise the value from your sales data. This release sees improvements to relational and conversational intelligence to understand how customer relationships are developing over time.

This release also brings additional advanced forecasting and predictive lead and opportunity scoring improvements, giving users a more quantitative way to measure and track pipeline.

For a more detailed summary of the updates coming to Dynamics 365 Sales, you can read the full release notes.


Release wave 2 brings with it significant updates across Dynamics 365 Service – Customer Service, Field Service and Customer Service Insights.

It will now be possible for agents to run multiple concurrent sessions of Dynamics 365 Customer Service. This has the potential to greatly improve productivity and deliver a more natural workflow. The Omnichannel for Dynamics 365 Customer Service tools has also seen lots of improvements, including additional extensibility for mobile applications, outbound messaging channels and tighter integration with the Microsoft bot framework.

Dynamics 365 Customer Service Insights has new features that will allow users to spot similar and related cases, bringing a more seamless, joined-up experience that will ultimately lead to faster issue resolution. These new features will also be included in the core Customer Service Hub app – so no need for context switching!

With an improved mobile app, a new dashboard for monitoring key KPIs and a host of scheduling enhancements, there has been a lot of development for Dynamics 365 Field Service. Check out our deep dive into these new features.


There are many more features for Dynamics 365 Customer Service included in the 2020 release wave 2. All of these updates along with several other enhancements across Dynamics 365 will be released between October 2020 and March 2021. To get more information on the latest Dynamics 365 features which are relevant to your organisation contact us.