What’s New and Highlights in Business Applications: January 2020

Breaking News 

Dynamics 365 Virtual Agent for Customer Service

We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customer—a service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experience and customer engagement are significant to a company’s overall success.

Positive customer experiences can differentiate your brand, resulting in memorable brand touchpoints. These touchpoints afford a greater likelihood of future customer purchases. Customers who have a good customer experience become more engaged and are more likely to repurchase. Plus, customers are more likely to recommend the company to friends and relatives if they had a positive experience.

Artificial intelligence can help enhance the customer experience. AI-enabled chatbots can process data, interpret the meaning, and personalize the experience. And AI chatbots are not just for enterprise organizations. Companies of any size can leverage AI to improve their customer connections.

Read more, here.

Dynamics 365 Human Resources

Microsoft delivers solutions that enable businesses to build winning teams and create a workplace where people can succeed. To help ensure they are providing the very best solutions to empower employees, and with LinkedIn’s unique strengths in the talent acquisition market, they plan to refocus the HR technology roadmap and partnership investments for Dynamics 365 across four key areas.

As part of this, starting February 1, 2020, the current core HR capabilities will be renamed Dynamics 365 Human Resources. The new name reflects Microsoft’s commitment to helping HR professionals create data-driven programs that improve the employee experience. In October, they announced their investments in the rights to strategic solutions from FourVision and Elevate HR to accelerate HR operations innovation within leave and absence, time and attendance, and benefits administration. These new capabilities will begin rolling out within Dynamics 365 Human Resources in early 2020.



2020 Release Wave 1

Key Dates for 2020 Release Wave 1

January 27th

Release plans available

February 3rd

Early access available: try new features and capabilities that will be part of the April update of the 2020 release wave 1 before they’re enable automatically

April 1st

General availability. Regional deployments will commence on April 3rd, 2020.


2020 Main Events

  • Microsoft Business Applications Summit, April 20 – 21, 2020 – Anaheim, CA
  • Microsoft Build, May 19 – 21, 2020 – Seattle, WA
  • Microsoft Inspire, July 12 – 23, Las Vegas, CO
  • Ignite the Tour, find a city near you


Documentation & Training

Dynamics 365 accountability readiness checklist for the GDPR

Dynamics 365 and Breach Notification Under the GDPR

Dynamics 365 Licensing Guide

The Common Data Model


Did you know?

AI in Microsoft Products – from search to translation, AI research is improving Microsoft products

People who inspired us in 2019


To view the full slide deck, please click here.