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For the 2020 wave 2 release, Dynamics 365 Customer Insights introduced two new capabilities:
* Audience insights (Generally Available)
* Engagement insights (available to public preview as of 10/30/20)
2021 Release Wave 1Discover the latest updates and new features to Dynamics 365 planned April 2021 through September 2021.
Release overview guides and videos Release Plan | Preview 2021 Release Wave 1 Timeline
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I have a couple of questions:
#1 I've been going through the learning path Create a unified customer profile in Dynamics 365 Customer Insights. For most of our client systems, Dynamics 365 is the key source of customer data, with all the transactions, activities and contextual information.
Is Customer Insights still useful in this context, or does the value only really only come from unifying from more than one data source?
#2 Are LinkedIn and Outlook useful data sources? They're mentioned in the material for Sales Insights, but not as far as I've seen so far for Customer Insights?
Dynamics 365 Customer Insights are not only a tool to customer data but also to give you insights and also enrich data with AI.
For example, even in cases where you only have Dynamics 365, you are likely to have data such as activities and custom entities which you use to collect additional information about the customer. By using Customer Insights, you can then gather these additional information and activities. And for example, create measures, this will help customers immediately gain information that is relevant to their KPIs without having to consolidate and aggregate data themselves. The AI capabilities using Azure Machine Learning, also allows you to predict things such as customer churns but using templates that come with customer insights so that organizations without data scientists can still make machine learning models.
I suggest you have a look at this video from Microsoft Business Application Summit last year.
Microsoft Dynamics 365 for Customer Insights: Technical deep dive - THR3013
Regarding LinkedIn and Outlook, unfortunately they are not supported as data sources for Customer Insights.
Thanks for your response and the link to the YouTube! It looks from the vision slide (around 03:00 of the recording) that LinkedIn and Outlook are on the roadmap, albeit not for 2020 Wave 1 by the look of things.
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