At Microsoft Inspire 2023, we announced that we are bringing together Microsoft Dynamics 365 Marketing and Microsoft Dynamics 365 Customer Insights into one offer, enabling organizations to unify and enrich their customer data to deliver personalized, connected, end-to-end customer journeys across sales, marketing, and service. We are retaining the existing “Dynamics 365 Customer Insights” name to encompass this new offer of both applications. Today, we’re excited to share that the new Dynamics 365 Customer Insights is now generally available for purchase.

For our existing Dynamics 365 Marketing and Dynamics 365 Customer Insights customers, this change signals an acceleration into our “better together” story, where we’ll continue to invest in new capabilities that will enable stronger, insights-based marketing, making it easier for marketers and data analysts to glean insights from customer data. Beginning September 1, 2023, customers who had the previous license for Marketing and/or Customer Insights will only see a product name change in the product; there will be no changes to the core product functionality due to the consolidation of the two products.

The new Customer Insights offers your organization flexibility to meet your business needs, with access to both the customer data platform (Customer Insights—Data) and real-time marketing with customer journey orchestration (Customer Insights—Journeys). The new pricing enables customers to unlock access to both applications and then buy the capacity they need. This gives you, our customers, the power of choice—where you can start with one or both applications and further invest in the capabilities that you’d like to scale. If you’re an existing customer of Microsoft Dynamics 365 Sales or Microsoft Dynamics 365 Customer Service, you can use Customer Insights as the foundation of your customer experience (CX) stack by achieving greater customer understanding and orchestrating contextual customer journeys across every touchpoint of the business.

Watch this video to see the new Dynamics 365 Customer Insights.

Achieve greater personalization with Copilot in Dynamics 365 Customer Insights

With the Customer Insights customer data platform, you can gain a holistic view of your customers, anticipate needs, and discover growth opportunities. And with real-time marketing and journey orchestration, you can deliver personalized, in-the-moment customer-triggered engagements that are relevant and contextual. With Copilot in Customer Insights, you can save time by using natural language to create or enhance target segments. You can also nurture creativity by turning topics into suggested copy, helping marketers move from concept to completion faster.

With the power of Copilot in Dynamics 365 Customer Insights, included at no additional cost, your data analysts and marketers can be more productive and increase their focus on personalizing the customer journey.

Our latest investments in copilot capabilities include the ability to:

• Style your emails, forms, and event registration pages to match your organization’s brand guidelines using natural language, so you can deliver a consistent brand narrative and customer experience. You can get started by simply using an existing website.
• Use natural language to easily orchestrate contextually relevant customer journeys across marketing, sales, and service, so customer actions can be responded to appropriately and quickly, generating sales leads and increasing customer satisfaction.
• Use conversational, everyday language to quickly build, summarize, and simplify targeted segments. Generate accurate rules with less effort, allowing you to spend more time building customer relationships and less time constructing complex segments from scratch.
• Ask questions about customers in natural language and see an answer within seconds. Review extensive information related to your original question that provides further insights and suggested questions to continue discovering new insights about your customers.
• Get help with content development by providing a short list of key points, and tailor with a tone of voice that matches your brand and campaign. Utilize the generated content suggestions as-is or build upon them in email, social posts, and more.

Customer success with Dynamics 365 Customer Insights: Lynk & Co

Let’s take a look at an organization that is using Dynamics 365 Customer Insights today.

Lynk & Co is a Sweden-based company that is transforming the way people use cars by offering a simple and flexible experience where customers can choose to buy, borrow, or subscribe to a vehicle. With ambitions to disrupt the automobile industry and launch its business in seven markets in less than two years, Lynk & Co needed to quickly build an infrastructure that could support multi-channel customer engagement and drive highly personalized experiences. The company chose Microsoft Dynamics 365 for its out-of-the-box and customizable tools and the ability it provided to build in modules to create unique processes and prioritize specific customer experiences. Within 18 months, Lynk & Co was able to ramp up a significant digital presence in Belgium, France, Germany, Italy, Netherlands, Spain, and Sweden, as well as open social clubs designed to bring the company’s online brand to life through community-focused events.

The company uses Dynamics 365 Customer Insights to capture actionable customer data and link it with operational data within its cars. This is helping the company create seamless, highly personalized experiences for every customer from their first engagement to every time they use the app, drive a car, have service, or visit a club. It also makes it easy to support customers if they want to move from simply borrowing a car, to a monthly subscription, or to a car purchase. 

With the customer journey orchestration features in Dynamics 365 Customer Insights, customers get personalized messaging and image content. Beyond that, the system sends right-timed information on specific-to-the-customer club event invitations. These events vary from country to country but have included everything from unplugged live music nights and art openings to meet-ups for running and cycling groups, community talks on social issues, or workshops on how to upcycle old sneakers.

Engagement data from these events feeds back into the platform to further personalize member experiences across all lines of business, across all communication channels—and helps Lynk & Co learn and iterate.

Watch this video to see how Lynk & Co is using Dynamics 365 Customer Insights.

Learn more and get started today with Dynamics 365 Customer Insights

To learn more about Dynamics 365 Customer Insights, take the guided tour or start a free 30-day trial. If you have questions about the merging of Dynamics 365 Marketing and the previous Dynamics 365 Customer Insights, including pricing, please reference the FAQ on Microsoft Learn. If you missed Inspire 2023, you can watch the session by Emily He (Corporate Vice President, Business Applications Marketing), on demand, to see the announcements for Business Applications, including the latest innovations in Dynamics 365 Customer Insights.

The new Dynamics 365 Customer Insights

We’re bringing together Marketing and Customer Insights into one offer.

Generally available now

The post Now generally available: The new Microsoft Dynamics 365 Customer Insights appeared first on Microsoft Dynamics 365 Blog.

Introduction

Supply Chain Management lets you manage, track, and verify compliance with export control restrictions prior to confirming, picking, packing, shipping, and invoicing sales orders. The new advanced export control functionality allows you to manage your export control policies using a native Microsoft Dataverse solution that interfaces directly with your Supply Chain Management instance. Supply Chain Management then enforces compliance with international trade regulations by consulting your export-control policies in real time.

The export control dataverse solution allows you to keep track of the many different rules and policies, expressing these rules, including complex ones, using formulas similar to those in Microsoft excel. The fact that it is a dataverse-based solution also allows your other systems to access your export control rules thanks to the hundreds of connectors available for Dataverse.

The solution implements five primary concepts:

Jurisdictions

A jurisdiction is a set of codes, categories, restrictions, exceptions and licenses. It represents a set of configurations that apply to incoming requests. Like the US International Traffic in Arms Regulation (ITAR), US Export Administration Regulations (EAR) or EU Dual Use.

You can create as well your own jurisdiction for your companies internal policies.

Codes and categories

The codes that make up a jurisdiction are often referred to as Export Control Classification Numbers (ECCNs).

An example of an export control classification number is 7A994, which is defined by the United States Export Administration Regulations (US EAR) export control jurisdiction. This classification number applied to “Other navigation direction finding equipment, airborne communication equipment, all aircraft inertial navigation systems not controlled under 7A003 or 7A103, and other avionic equipment, including parts and components.” According to the US EAR, ECCN 7A994 is a part of the *Anti Terrorism (AT)* control category.

Restrictions

Each export control jurisdiction defined a set of restrictions under which export control actions should be disallowed unless an exception exists.

Exceptions

Exceptions allow an action even though a restriction would otherwise block it. Common types of exceptions include licenses, blanket exemptions, and corporate policies.

Exceptions are defined the same way as restrictions, but also provide extra requirements that apply when the exception is used, such as the need to display a message to the user o to print text and licenses on documents.

Licenses

Licenses are the specific permissions to be able to trade an item or set of items in a given context. It is common that the authorities are the ones providing the licenses.

For more information see the documentation:

Advanced export control overview – Supply Chain Management | Dynamics 365 | Microsoft Learn

Supply Chain at Microsoft

Take a tour – Supply Chain Management | Microsoft Dynamics 365

Learn more about the latest AI breakthroughs with Microsoft Dynamics 365 Copilot:

Dynamics 365 AI webpage

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Copilot AI is reshaping customer service just like it’s changing every other aspect of business operations. Before now, customer service managers had no way to gauge the results of their efforts to incorporate AI in their practices. Copilot analytics in Dynamics 365 Customer Service fills that gap, offering deep insights into the operational impact of an organization’s investment in AI-enhanced customer service.

Key metrics and insights

To view Copilot analytics, go to Customer Service historical analytics and select the Copilot tab. Here, comprehensive metrics and insights provide a holistic perspective on the value that Copilot adds to your customer service operations. 

Usage metrics

• Daily Active Users: The number of individual agents who engaged with Copilot at least once in a day over the specified date range
• Total Copilot AI Responses: The aggregate number of responses that Copilot provided in a day over the specified date range
• Number of Responses Used: The number of Copilot responses from which an agent copied text
• Percentage of Copilot AI Responses Used: The proportion of Copilot responses from which agents copied text 

Productivity metrics: Cases 

• Total Cases Resolved: The aggregate number of cases that agents resolved while Copilot was available 
• Number of Cases Resolved Using Copilot AI: The number of cases that agents resolved with Copilot’s help 
• Percentage of Cases Resolved Using Copilot AI: The proportion of cases that agents resolved with Copilot’s help 
• Average Days to Close for Cases: The average number of days it took agents to resolve cases, with and without Copilot’s help 
• Case Throughput: The average number of cases that agents resolved per day, with and without Copilot’s help 

Productivity metrics: Conversations 

• Total Conversations: The aggregate number of agent-customer interactions that involved Copilot 
• Number of Conversations Using Copilot AI: The number of completed conversations in which Copilot played a role 
• Percentage of Conversations Using Copilot AI: The proportion of conversations in which Copilot played a role 
• Average Conversation Handle Time: The average duration of conversations in which Copilot played a role 
• Conversation Throughput: The average number of completed conversations (excluding emails and voice interactions) per day in which Copilot played a role 

Satisfaction metrics 

Agent Ratings: Agents’ ratings of Copilot’s responses, both positive and negative 

The potential of Copilot analytics 

Copilot analytics gives leaders of organizations that use Dynamics 365 Customer Service a comprehensive toolset to assess the impact of Copilot on their customer support functions. By analyzing key metrics, supervisors and managers can make informed decisions, optimize processes, and elevate levels of customer satisfaction. 

It’s important to recognize that Copilot analytics is a transformative asset for customer service organizations. As you explore its capabilities, you’ll find that its insights have the potential to drive improvements in the productivity of your customer service teams. 

AI solutions built responsibly 

Enterprise grade data privacy at its core. Azure OpenAI offers a range of privacy features, including data encryption and secure storage. It allows users to control access to their data and provides detailed auditing and monitoring capabilities. Copilot is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection. 

Responsible AI by design. We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

Learn more about Copilot analytics

Watch a video to learn how copilot AI searches company knowledge sources and generates optimized responses in a single click. 

Read the documentation:  

• View analytics for Copilot impact (preview) | Microsoft Learn 

• Supported regions and languages, and service limits for analytics and insights | Microsoft Learn

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