Microsoft Dynamics 365 Release Wave 2 Features

Microsoft Dynamics 365 Release Wave 2 Features We’re Excited About

The Microsoft Dynamics 365 Release Wave 2 Release Notes may be overwhelming to digest all at once. That’s what we’re here for – to ease your technology stress and understanding.

Our specialists have digested the 2020 Wave 2 release notes and come up with a list of the features you should watch for!

Here are the Microsoft Dynamics 365 Release Wave 2 Features We’re Most Excited About:


Timeline Improvement

There are some significant overall improvements to Microsoft Dynamics 365 in the Wave 2 release. Timeline improvements allow users to configure the list of activities showing in the new activity button, expand the activities by default, and even remove some labeling from the timeline.


Microsoft Dynamics 365 Sales

If you are a Microsoft Dynamics 365 Sales user, you have a lot to look forward to in the upcoming Wave 2 release…

Enhancements to Forecasting

When forecasting came out in the Wave 1 release, and we were very excited about the possibilities. However, with every release, there are often limitations to new functionality.

With the Wave 2 release, they are adding a lot more functionality to the forecasting feature, which will make it much more robust for meeting customers’ forecasting requirements.

Here is a list of the enhancements:

  • Custom entity support for forecast roll-up and forecast hierarchy entities.
  • Ability to break down the forecast by a specific dimension—for example, by product family.
  • Support for multicurrency.
  • Support for quantity forecasts.
  • Hide managers from own forecast.
  • Calculated columns can now be adjustable.
  • Advanced admin capability for enabling/disabling underlying grid columns.

New Mobile Experience

Credit: Microsoft Dynamics 365

Microsoft will now provide a new mobile app, which will make managing records while on the go much easier. This mobile app will focus on allowing the field sales team to update their most common tasks and provide a simpler user interface.

Data Management Improvements

When finding a duplicate record, the duplicate wizard will allow you to merge with an existing record or pick an existing record to utilize.

Document Creation Improvements

In previous releases, Microsoft added functionality to create PDF documents from Word templates and to save the documents to Dynamics 365 or SharePoint. This release improves the user experience by showing a preview of the Word template.

The preview is similar to email templates and provides easy buttons to download, save to SharePoint, or to email.

Email Management Improvements with Dynamics 365

This is a minor enhancement, but it is adding more flexibility to view emails within Microsoft Dynamics 365 and provides easier attachment management related to the email client.


Microsoft Dynamics 365 Customer Service

AI Introduction for Record Recommendation

Helps agents to be proactive and eliminate time researching. AI-driven insights provide case context and historical success rates.

The recommendation model is continuously improved by a comprehensive feedback mechanism.

“Similar Cases” uses AI to find related cases, while “Knowledge” uses AI to find knowledge articles related to the case.

Rich Text Editor

Allows for posting screenshots and other rich text items right into the case as a field for easier agent use.

Customer Service Multi-Session App

This creates a console-like experience for the service agents so that they can work on multiple cases at the same time with an easy interface.


Microsoft Dynamics 365 Marketing

Enhancements to the Customer Journey

Credit: Microsoft Dynamics 365, Enhanced Customer Journey Build Experience

The wave 2 release offers users an enhanced customer journey build experience. Microsoft has redesigned the canvas experience and added additional functionality. For example, negative journey paths, which allow users to follow-up with recipients who didn’t meet certain conditions.

In-place editing of emails and forms allows users to edit emails and forms directly from inside the customer journey canvas in the wave 2 release.

Improvements to the Email Editor

Enables better performance and more compatibility for viewing emails.

Improvements to the Social Post Editor

Offers a better way for users to manage rich content and scheduling enhancements.

Use Natural Language for Creating Segments

Target the right audience in your campaigns without complex syntax by utilizing this exciting feature.

Teams Integration for Running Meetings and Webinars

This offers teams more effective ways to collaborate and build business momentum utilizing the power of Microsoft Teams in coordination with Microsoft Dynamics 365.

Forms Data Collection Enhancements

Collecting data from Marketing Forms is no longer limited to Leads and Contacts. This enhancement offers the ability to configure to collect data for any entity.


This really just touches the surface when it comes to the upcoming wave 2 release. There are many more enhancements and features to look forward to. We hope you’re just as excited about the capabilities and improvements as we are. You can digest the full release notes here.

Ledgeview Partners is available to help you prepare for and respond to release changes. Get in touch with our Microsoft Dynamics 365 specialist to get the support you need to be successful with these changes.

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