Customer Engagement 2021 Wave 1, Productivity and Analytics

• Customer Engagement 2021 Wave 1 continues to focus on productivity and embedded analytics to help users be more efficient.
• Future integration will help Teams users share and collaborate with Dynamics 365 users but may require more licenses.
• The Release Plan is losing its value by not providing consistent guidance on feature release dates, which affect the ability to plan rollouts.
• The next on-premises version may be cancelled (after two and a half years of delays), leaving legacy customers with few options.

Dynamics 365 Customer Engagement 2021 Wave 1 begins a six-month period during which new features will arrive as often as every week. The features and changes discussed here were generally available as of Apr. 2021 or are expected to be released or made available for preview prior to the next Major update in Oct. 2021. (For an overview of the service, see the sidebar “Dynamics 365 Customer Engagement Overview.”)

Customer Engagement Apr. 2021 Wave 1 Updates and Roadmap

Customer Engagement receives continued feature enhancements across the applications with a focus on usability features and analytics (often referred to as insights) and plans to strengthen ties with the Power Platform.