With 2020 Release wave 1 we had PDF generation capability added to Lead, Contact, Opportunity, Quote, Order and Invoice entity.

https://nishantrana.me/2020/02/13/save-and-email-pdf-options-added-to-dynamics-365-sales-2020-release-wave-1-plan/

This has been extended to the custom entities with new capabilities added in 2020 Release Wave 2

Other blog posts on 2020 Release Wave 2

In Sales Hub, navigate to App Settings – Productivity Tools – Convert to PDF and select Manage

We can Search / Select the entities to enable it.

Let us enable it for the Contact entity

We can see the “Export to PDF” command added after enabling the Convert to PDF option in the contact entity.

Clicking on it we are presented with below options if we do not have any active document template available for that entity.

Let us enable PDF generation on the Account entity (as it has the document template available out of the box) and try the same.

After enabling it for Account entity, clicking on Export to PDF, gives us option to  preview the PDF document based on the template selected

Download option  will download a copy of the pdf.

The Email option will open the compose email window with the PDF attached.

Save to Dynamics will save it in the timelines as note’s attachment for that record.

This definitely was one of the most requested feature and thanks to Microsoft for adding it in the new release.

Dynamics 365 2020 release wave 2 –https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

The AI suggested knowledge articles and similar cases capabilities have been added in the Customer Service workspace to help the agents in faster resolution of the cases.

Check other posts on Release 2020 Wave 2

Open Customer Service Hub, navigate to Settings in Analytics and Insights section.

Click on Manage to configure the Suggestions.

Below Case Title is the field that is defined for Case summary and Description for the Case details as default.

The other fields that can be specified are

Similarly, we can enable knowledge article suggestions, for which Article title and Article content fields need to be specified.

The other fields that can be specified are

Save the configuration.

The settings can take up to 24 hours for processing the model and to complete the first-time setup.

To view the Smart Assist Pane where we will find all the suggestions –

Open the Customer Service workspace app

https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

In the Customer Service Agent Dashboard, use Shift + Mouse action to open the case record.

We can see the Smart assist pane opened to the right of the record.

• Sample knowledge article components

• Sample similar cases component

Get all the details below

https://docs.microsoft.com/en-gb/dynamics365/customer-service/csw-view-ai-suggested-cases-knowledge-articles

Hope it helps..

Let us look at the changes that have been introduced in 2020 Release wave 2, with regards to the file attachments in Email.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

Clicking on New Attachment button will,

open Manage Attachment dialog box in 2020 Release wave 1, wherein we need to click on Choose file to open the open file dialog box.

In 2020 Release wave 2, it will open the open file dialog box directly.

For the attached file, we have only the Delete option available in 2020 Release wave 1.

In 2020 Release wave 2, we have Preview, Download along with Delete option.

Clicking on Preview will open the attachment preview dialog box as shown below.

For attachment of type pdf, we get the below message

We do not see the preview option available for word document or text file.

Dynamics 365 2020 release wave 2 – https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..

In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session  to work on multiple cases simultaneously more efficiently.

Enable early access to 2020 release wave 2

Check other posts on Release 2020 Wave 2

• Customer Service workspace App ->

The app allows agents to work in multiple cases at the same time along with associated activities

We can open multiple case, contact, account, activity, dashboard etc. in differents tabs as shown below, which allows for easier reference, without losing the context.

We have new main form ‘Case for Multisession experience’ and quick create form added for the new app for the case entity.

Along with Customer Service agent dashboard.

Similarly, we can also find new multi session form added for Account and Contact entity.

Dynamics 365 2020 release wave 2 – https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/

Hope it helps..