Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly. You can read the official Dynamics 365 blog post here.

Below is the list of products for which prices are being updated with effect from October 1, 2024¹:

Prices for Dynamics 365 on-premises customer engagement and operations products will increase by the same percentage as the respective cloud versions. Pricing for cloud products not listed above, such as Microsoft Dynamics 365 Business Central, will remain unchanged.

These increases will apply globally to new and existing customers (upon renewal as of October 1, 2024), and the products will be priced comparably in other currencies. To comply with local regulations, US government list prices for the same products will increase by 10% effective October 1, 2024, followed by another smaller increase effective October 1, 2025, to bring parity with commercial pricing outlined above.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

Notes:

¹ All prices are per user per month (or per device per month where noted). 
² Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, region, and variant factors. Contact a Microsoft sales representative for additional information on pricing. 
³ Pricing per user per month will increase by $15 in all tiers in Microsoft Relationship Sales. Only 10-99 user tier shown for simplicity. 

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly.   

While a lot has changed in the world in the last five years, our vision has stayed true: ensuring the Dynamics 365 experience helps organizations adapt to change and proactively transform their business. We have delivered on this through innovations that have helped organizations supercharge customer experiences with AI-powered, real-time customer insights for marketers, sellers, and service agents; as well as by optimizing operations and mission-critical processes with data insights, supply chain visibility, and end-to-end automation of financial processes. And today, we are seeing organizations of all sizes across industries benefit from Microsoft Copilot in Dynamics 365.

As we look ahead, our commitment to our customers is to continue to offer the most value and highest return on your investment in business applications, helping to fuel digital transformation.

The price changes will be effective October 1, 2024, and the products will be priced comparably across different currencies. The full list of Dynamics 365 products for which prices are being updated can be found here. Cloud pricing for Microsoft Dynamics 365 Business Central will remain unchanged.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each year, we release hundreds of new features and enhancements designed to help people work smarter, reclaim time, and collaborate seamlessly. You can read the official Dynamics 365 blog post here.

Below is the list of products for which prices are being updated with effect from October 1, 2024¹:

Prices for Dynamics 365 on-premises customer engagement and operations products will increase by the same percentage as the respective cloud versions. Pricing for cloud products not listed above, such as Microsoft Dynamics 365 Business Central, will remain unchanged.

These increases will apply globally to new and existing customers (upon renewal as of October 1, 2024), and the products will be priced comparably in other currencies. To comply with local regulations, US government list prices for the same products will increase by 10% effective October 1, 2024, followed by another smaller increase effective October 1, 2025, to bring parity with commercial pricing outlined above.

Be sure to explore the release plans for Dynamics 365 to see the many capabilities recently released, and the Dynamics 365 release planner to check out those that are planned for release in upcoming months.

Notes:

¹ All prices are per user per month (or per device per month where noted). 
² Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, region, and variant factors. Contact a Microsoft sales representative for additional information on pricing. 
³ Pricing per user per month will increase by $15 in all tiers in Microsoft Relationship Sales. Only 10-99 user tier shown for simplicity. 

The post New pricing for Microsoft Dynamics 365 effective October 2024 appeared first on Microsoft Dynamics 365 Blog.

The Copilot analytics report within Dynamics 365 Customer Service provides a good overview of the usage of Copilot features by agents. You can derive insights into the most frequently leveraged features, impact of Copilot on agent productivity, and agent satisfaction with Copilot responses. While this report provides a good summarization of the impact Copilot has on contact center KPIs, we are seeing interest from customers to drill into individual interaction data, especially around the interactions voted as negative by their agents.

This blog provides an overview of the underlying data that powers the Copilot dashboard, and the additional data points available to you.  We hope that with this context, you can use model customization to modify these reports to better suit your organization’s needs. 

First, make sure your organization is storing agent experience data. You can ask your admin to validate this for you in the Customer Service admin center by making sure they select the Agent experience data checkbox in Copilot help pane. You can continue using Copilot with this setting turned off, but you won’t have historical interaction data to build analytics.

View and analyze agent experience data

When you turn on agent experience data, Dataverse stores the following:

• Transcripts from when agents chat with Copilot
• Agent actions such as copying a summary presented or using a suggested reply from Copilot
• Agent feedback on responses in the form of thumbs up, thumbs down and verbatim feedback

This data is stored in the msdyn_copilotinteraction, msdyn_copilotinteractiondata, msdyn_copilottranscript, and msdyn_copilottranscriptdata tables in Dataverse.

Let’s look at some examples of agent interactions you can view. For instructions on how to download this data, see Download Copilot transcripts | Microsoft Learn.

Interaction 1: Agent asks Copilot a question

The agent asks Copilot “How can I book a trip?” while working on a case. Copilot leverages a knowledge article to generate the following response.

Every interaction an agent has with Copilot is an entry in the msdyn_copilotinteraction and gets a unique interaction ID.

You can use the transcript id stored in msdyn_interactioncontext to get the full transcript of this interaction from the msdyn_copilottranscriptdata entity.

Interaction 2: Agent provides feedback on Copilot’s responses

The agent wasn’t fully satisfied with Copilot’s response and is choosing to rate the response with a thumbs down and provides verbatim feedback.  

Another entry in msdyn_copilotinteraction gets created with the same msdyn_scenariorequestid and msdyn_scenariotype, but with msdyn_interactiontypename set to “ThumbsDown”.

You can use the reference msdyn_interactiondataid to gather the verbatim feedback the agent provided from the msdyn_copilotinteractiondata entity.

Interaction 3: Agent asks Copilot to summarize a case

The agent picks up a case from a colleague and requests Copilot to generate a summary to catch up.  

Another entry in msdyn_copilotinteraction gets created with a new msdyn_scenariorequestid and msdyn_scenariotype set to “Case summary”. 

You can use the reference msdyn_interactiondataid to retrieve the summary that was generated from the msdyn_copilotinteractiondata entity.

Interaction 4: Agent uses Copilot to write an email

Agent decides to leverage Copilot to generate an email with troubleshooting steps using write an email feature. They request an email of type “Resolve the customer’s problem”.  
 
Another entry in msdyn_copilotinteraction gets created with a new msdyn_scenariorequestid and msdyn_scenariotype set to “Write an email”. 

You can use the reference msdyn_interactiondataid to retrieve the email that was generated, along with the knowledge sources used from  msdyn_copilotinteractiondata entity . 

Learn more about monitoring Copilot responses

For more information, read the documentation: Download Copilot transcripts | Microsoft Learn

The post Monitor Copilot responses in Dynamics 365 Customer Service  appeared first on Microsoft Dynamics 365 Blog.

Today we launched the 2024 release wave 1 for Microsoft Dynamics 365 and Microsoft Power Platform, a rollout of new features and enhanced capabilities slated for release between April and September 2024. These updates include new Microsoft Copilot capabilities across Dynamics 365 and Microsoft Power Platform—as well as role-based extensions of Copilot for Microsoft 365—that transform business processes with natural language processing, AI-generated insights, and assistance with time-consuming tasks.

This morning’s Microsoft Business Applications Launch Event, available to view on-demand, includes highlights and demonstrations of features from the release wave, as well as a firsthand look at how organizations like Lenovo, Sonepar, Ford, Omnicom Group, and G&J Pepsi are using these capabilities in transformative ways.  

Extend Microsoft 365 with role-specific Copilot capabilities

The central theme across this release wave is how, across the business and productivity applications organizations depend on, Copilot is helping to better empower employees, improve business processes, and engage customers. In fact, 68% of surveyed Copilot users told us that it helps them jumpstart their creative process, and 70% said Copilot made them more productive so that they could do their job faster and easier.¹

Since each role is unique, we have extended Copilot for Microsoft 365 even further to tailor Copilot experiences for specific business functions. This includes Microsoft Copilot for Sales, Microsoft Copilot for Service and the recently announced Microsoft Copilot for Finance—all integrated with the apps and data you use every day so that you can spend less time searching for data and more time engaging with customers and driving a strategic agenda for your organization.

Underpinning these Copilot extensions is Microsoft Copilot Studio, which makes it easy to customize and build your own customer and internal-facing copilots using your data and workflows. We are excited to dive deeper into Copilot this release wave and help you use it to transform your business.  

Business Applications Launch Event

Tune into demos of new capabilities, on demand.

Watch here

Transforming customer and field service with generative AI 

Release wave 1 introduces new Copilot capabilities to help customer service agents and frontline workers boost efficiency, reduce training costs, and deliver exceptional customer experiences. 

New Copilot capabilities for Microsoft Dynamics 365 Customer Service and Microsoft Copilot for Service—which infuses generative AI into your existing contact center and customer relationship management (CRM) solutions—include Copilot-drafted knowledge articles to streamline the knowledge creation process, as well as proactive Copilot responses for conversations with customers. 

At the launch event, we shared how Lenovo is integrating Dynamics 365 Customer Service, third-party solutions, and custom bots to scale its innovative service delivery solution, Premier Support Suite for PC devices. Thousands of agents can now provide omnichannel support to customers in 200 regions and in more than 40 languages globally.   

We also spotlight how G&J Pepsi, the largest family-owned and operated Pepsi franchise bottler in the U.S., has reduced operating costs by 6.6% and increased revenue by 8% with Microsoft Dynamics 365 Field Service, Dynamics 365 Sales, and Microsoft Power Platform. They expect Copilot to further streamline work order management and enhance their best-in-class service by giving the field service teams access to a complete picture of their accounts in real time.   

Explore the release plans for Dynamics 365 Customer Service, Copilot for Service, and Dynamics 365 Field Service.  

The future of enterprise resource planning (ERP)

ERP is going through a once-in-a-generation transformation. For decades, employees across the globe have manually completed a significant amount of ERP processes daily to keep their companies running. Microsoft is pioneering a new vision for ERP—a world where ERP solutions powered by AI operate more independently, continually adjusting to evolving circumstances, involving users when necessary, and opening new possibilities for businesses.  

At the launch event, we spotlighted how Omnicom Group, a global leader in marketing communications, envisions leveraging Dynamics 365 for a new, autonomous ERP model that will help it to accelerate growth, become more efficient, and power its ability to innovate. They can use the new Copilot to optimize their strategic decision-making and transform their operational processes, such as prompting Copilot to identify opportunities for growth expansion and gauge the performance of initiatives.  

We also introduced new Copilot capabilities for Microsoft Dynamics 365 Business Central that help small and medium businesses to automate processes and complete tasks faster. A new Copilot chat pane allows users to quickly find and go to data, reveal insights, and get help with tasks. Users can prompt Copilot to create sales lines, match e-invoices with purchase orders, answer questions about data analyses, help with repetitive tasks, and more.  

Other updates include sustainability tracking, the ability to connect Business Central with Shopify B2B (business-to-business), and developer tools for Copilot.  

Explore the release plans for Microsoft Dynamics 365 Finance, Microsoft Copilot for Finance, Microsoft Dynamics 365 Project Operations, Microsoft Dynamics 365 Supply Chain Management, and Dynamics 365 Business Central.  

Accelerate development with Microsoft Power Platform 

Microsoft Power Platform is the rapid modernization platform of choice of hundreds of thousands of organizations, providing AI-first, low-code tools to build enterprise-wide solutions and automations. Copilot is seamlessly integrated across Microsoft Power Platform, empowering you to create applications, automations, and analytics through simple, natural language and conversational interactions.  

At the launch event, we demonstrate how Ford is leveraging Copilot to produce connected services to enhance the driving experience. Like Ford, organizations can take advantage of new Copilot capabilities in this release wave to transform workflows. Microsoft Power Automate introduces new ways to create cloud flows, desktop flows and process mining using natural language prompts. Microsoft Power Apps accelerates app development with enhanced user reasoning and data insights in custom apps. Microsoft Copilot Studio enables organizations to build custom copilots, with new ways to build custom prompts and generative actions, along with access to OpenAI’s custom GPTs and AI Builder models for extended scenarios.   

Explore the release plans for Power Apps, Microsoft Power Pages, Power Automate, Microsoft Power BI, and Copilot Studio.  

Deliver more personalized customer experiences  

Buyers expect businesses to cater to their unique set of needs. To do so, marketing and sales teams need a unified understanding of the customer and the ability to orchestrate experiences across marketing, sales, and service.  

Sonepar is leveraging Copilot in Microsoft Dynamics 365 Sales to become the first global B2B electrical distributor to provide a fully digitized and synchronized omnichannel experience to every customer. With Copilot alongside sellers, Sonepar can personalize marketing content, improve the quality of leads, and enhance every engagement with customers.  

New Copilot capabilities in release wave 1 provide recommendations, summarize data, retrieve information, and perform actions in context and within the flow of work—so they can stay productive and focus time on engaging customers.  

Explore the release plans for Dynamics 365 Sales, Microsoft Copilot for Sales, and Microsoft Dynamics 365 Customer Insights. 

Watch the virtual Microsoft Business Applications Launch Event  

We invite you to tune into the launch event on-demand for more details and demos of new capabilities across Dynamics 365 and Microsoft Power Platform. In addition, you can explore several special topic presentations covering the evolution of generative AI, including small language models and AI experiences to help transform strategic, cross-domain business problems.  

Be sure to read the detailed release plans for Dynamics 365 and Microsoft Power Platform and keep track of what’s new and upcoming, as well as create a personalized release plan in the release planner.  

Sources:

¹ Microsoft Work Trend Index Special Report: What Can Copilot’s Earliest Users Teach Us About Generative AI at Work? (microsoft.com) 

The post 2024 release wave 1 kicks off with hundreds of AI-powered capabilities for Microsoft Dynamics 365 and Microsoft Power Platform appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Introduction

In the relentless pursuit of streamlining warehouse operations and empowering organizations to achieve more, perfecting the receiving process is a cornerstone. This blog post delves into the transformative role of Dynamics 365 SCM Warehouse Management’s feature “Deferred Processing”, a strategic framework designed to increase operational efficiency by effectively deferring work creation, allowing rapid registration of incoming inventory without waiting for each put-away work to be generated.  

The Supermarket Analogy 

Imagine you are at the checkout in your favourite supermarket. Each customer who visits the store needs to pay for their groceries. Today, most of us usually pay using our debit or credit card, which transfers money from our account to the supermarket’s account. But what if you had to wait for your bank transfer to go through and the supermarket to receive their money before they could move on to the next customer and you could exit the store? That would be tedious, right? 

Fortunately, in the world of dynamics warehousing, the process is not as exhaustive. We don’t wait long for work to be created in the receiving or inventory movement process, but we still need to wait a couple of seconds for it.  
The waiting time is a consequence of the various database calls needed for a process in the warehouse system to take place, such as inventory on-hand-updates when receiving.  
That’s where the deferred processing feature comes into play. Deferred processing creates work in the background, allowing the warehouse worker managing the process to continue without interruptions. It assures the user that “work will be created, but it will be done in the background, so that you don’t have to wait” and can continue receiving other items. 

Referring to the earlier paragraph with the supermarket example, the deferred processing allows the cashier and the customer to consider the transfer of money for groceries as complete and processed, even though the real transaction has not taken place yet. In our warehouse system, the process works in an equivalent way. We are told work has been completed and we are allowed to continue in our inventory movement or receiving process, but in fact the work creation has just been deferred to be processed in the background.  

Warehouse Scenarios: Regular vs. Deferred Receiving 

In a warehouse scenario, the main difference between using deferred processing for deferred receiving and regular receiving can best be explained using a fictional scenario. Let’s imagine a load entering the warehouse holding multiple purchase orders. 

Scenario 1: Regular Receiving 

In this scenario, the warehouse worker(s) responsible for the receiving process scans the license plate or the items for each order. The worker(s) might need to wait a brief time for the related work to be created based on complexity of put-away configuration logic (in this case, work creation will be moving items in the purchase order from receiving area to its “Put” location in the warehouse) before continuing with the next item. This process is usually fast for the majority of the put-away cases, but in some cases, due to a more complex set of put-away rules, waiting time could be experienced. Even though customers only wait a brief time for each, the waiting time adds up, leading to more idle time for the worker. This situation can be avoided by using deferred processing described in scenario 2.  

Scenario 2: Using Deferred Processing for Receiving 

In this scenario, we use the deferred receiving feature that is used when put-away rules inside WMS configuration are complex and might result in slight waiting time on WMA powered devices during put-away work creation. The warehouse worker responsible for managing the inbound receiving scans license plate/items for each order, and as we are using deferred processing, the put-away work that is created from that receiving inventory is processed in the background, releasing workers to continue to scan without interruptions. The work is processed in the background, but in the eyes of the warehouse worker, the work can be considered done and completed. This allows the warehouse worker to spend less time on completing the same amount of work. 

Configuration of deferred warehouse work processing 

In the picture below, users can get a hint of what the configuration process looks like. On this page, users select the work order type that the policy is applied to, which type of operation that is processed by using the policy, and the method that is used to process the work line. If the method is set to Immediate, the behavior resembles the behavior when no work processing policies are used to process the line. If the method is set to Deferred, deferred processing that uses the batch framework is used. 

A value of 0 (zero) indicates that there is no threshold. In this case, deferred processing is used if it can be used. If the specific threshold calculation is below the threshold, the Immediate method is used. Otherwise, the Deferred method is used if it can be used. For sales and transfer-related work, the threshold is calculated as the number of associated source load lines that are being processed for the work. For replenishment work, the threshold is calculated as the number of work lines that are being replenished by the work. By setting a threshold of, for example, 5 for sales, smaller works that have fewer than five initial source load lines won’t use deferred processing, but larger works will use it. The threshold has an effect only if the work processing method is set to Deferred. 

Implementation and Supported Processes

This feature is available for these ways of receiving into your warehouse:

• Purchase order item receiving.
• Purchase order line receiving.
• Transfer order item receiving.
• Transfer order line receiving.
• Load item receiving.
• License plate receiving.

For deferred put-away processing, the following work order types are supported:

• Sales orders.
• Transfer order issues.
• Replenishment orders.

Application of Deferred processing:

In cases where warehouse workers are experiencing slight waiting time on each received item, due to system figuring out where that item should be placed, and processing is slowing down the inventory registration for the worker, deferred processing is an answer.

Conclusion

Deferred processing enables high productivity on inbound docks even in situations where put-away logic is complex, and processing consumes unnecessary time. Deferred receiving empowers workers to effectively handle incoming inventory regardless of length of work creation. It’s a powerful tool for supporting productivity and preventing unnecessary delays.

By deferring work creation and processing it in the background, we allow warehouse workers to focus on their tasks without interruptions.
Ultimately, Deferred processing is not just a feature, but a strategic framework that empowers organizations to achieve more, making it an excellent tool in the modern warehouse operations landscape. It enables customers to keep productivity high in any circumstances and with any put-away configurations.

If it is needed for you, embrace Deferred processing, and let your warehouse operations reach new heights of success.

Get started with Dynamics 365

Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.

Business Applications | Microsoft Dynamics 365

Join our Yammer Group:

Welcome to join Yammer group at: Dynamics 365 and Power Platform Preview Programs : Dynamics AX WHS TMS  

Learn more:

Mixed license plate receiving – Supply Chain Management | Dynamics 365 | Microsoft Learn

Deferred processing of warehouse work – Supply Chain Management | Dynamics 365 | Microsoft Learn

Deferred processing of manual inventory movement – Supply Chain Management | Dynamics 365 | Microsoft Learn

Deferred processing of warehouse work – Supply Chain Management | Dynamics 365 | Microsoft Learn

Deferred processing of manual inventory movement – Supply Chain Management | Dynamics 365 | Microsoft Learn

The post Unleashing the Power of Deferred processing receiving in Dynamics 365 SCM (supply chain management) Warehouse Management  appeared first on Microsoft Dynamics 365 Blog.