The 2020 release wave 2 for Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Human Resources, Commerce, Fraud Protection, and Business Central.


Key dates 



August 3, 2020

Test and validate new features and capabilities that will be a part of the 2020 release wave 2, coming in August, before they get enabled automatically for your end users. You can view the list of Dynamics 365 early access features and Power Platform early access features now.



July 23, 2020

The Dynamics 365 and Power Platform release plans published in Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Portuguese (Brazilian), Spanish, and Swedish.



October 1, 2020

Production deployment for the 2020 release wave 2 begins. Regional deployments start on Oct 2, 2020.



  • Redesigned Customer Journey Canvas provides more intuitive experience including integration with Microsoft Teams for virtual events.
  • Updated Email Editor with improvements of flexibility for additional email columns and faster loading.
  • Expanded Form Entity Options enables forms to be mapped to entities other than leads or contacts.
  • Segmentation is enhanced with a new natural language experience.



  • Simplified experiences, app integrations, gamification, a new mobile experience for quick access to customer information.
  • New enhanced Email Experience will support view and reply actions from the record timeline. Email attachment improvements will include a quick preview feature and capability to select multiple attachments.
  • New enhancements to forecasting to natively create and manage bottom-up sales, forecast processes.
  • Simplified Duplicate Detection & Merge. 
  • Empowers sellers and accelerates complex sales.
  • PDF improvements include simplified document template selection, PDF preview, email options and saving PDF files to custom entities.
  • Workflow automation by generating standard PDF files using APIs.


Customer Service

  • Expands agent productivity capabilities enabling agents to engage in multiple sessions simultaneously.
  • New capabilities to help agents using similar case suggestions to resolve customer issues quickly and easily.
  • Omnichannel for Customer Service is enhanced with additional extensibility options.
  • Timeline Enhancements & Configuration. 
  • Email Template Improvementswhich include rich text formatting for templates, new updated toolbar and  easy-to-understand experience .
  • A new analytical view for customer service managers helps them focus on key support areas that need attention.
  • Personalise the message with dynamic customer or entity data. 


Field Service

  • Includes a new Field Service dashboard for monitoring key KPIs and work order completion metrics.
  • New user experience enhancements to enable proactive service delivery.
  • Improved Predict travel time between bookings by the use of Bing maps.
  • Field Service Sub Grids with new user experience.
  • Improvements on Calendar View which includes an agenda view showing all detail for each appointment.
  • Improved user experience with Power Apps Calendar Control on Enhanced Work Hours Calendar. 
  • The Field Service mobile app is enhanced with capabilities such as push notifications and real-time location sharing.
  • Scheduling enhancements such as multiday manual scheduling and enhanced skill-based matching.
  • Enhanced Remote Assistallows technicians to perform several new activities.


Finance and Operations

  • Focus on automating common tasks which reduces the number of manual processes and add insights and intelligence in Finance.
  • Enhanced the core capabilities of Finance and the global coverage in Asset leasing.
  • Expands planning optimization for Manufacturing.
  • Enhancements to Product Information Management
  • enable global companies maintain multiple cost accounting ledgers by allowing dual currency and dual valuation.
  • Enhancements to the job card device with a new user experience and a new feature to enable reporting serial numbers.
  • AI innovations, work instructions can be configured to adjust on the fly based on operator inputs.
  • Make it easier to use time-tracking data and connect that data to your business.


Human Resources. 

  • Expands leave and absence and benefits management capabilities to transform the employee experience.
  • Employees and managers will be able to manage leave and absence directly from Microsoft Teams.
  • Enables streamlined integrations to recruit and payroll partners, thereby building a Human Capital Management (HCM) ecosystem.


Customer Voice

Microsoft Forms Pro is renamed to Dynamics 365 Customer Voice.

  • Empowering simple but robust feedback capture, an integrated customer data platform, and built-in insights tools.
  • Enhanced timely follow-up actions to close the loop with your customers.
  • Includes ready-to-use feedback solution templates that preconfigure survey questions, workflow, and reports.

Want to keep informed?

Recent Articles

View all Articles

Popular Tags

Contact Us

Business Hours

  • Monday-Friday: 9.00am to 6pm

Our Featured Clients and Partners

Here are just a selection of our Partners and Clients