Dynamics 365 Overview
Dynamics 365 is a comprehensive suite of business applications covering both customer-facing and back-office functions.
Key Features
- Modular applications that work together.
- Can be configured/customized to meet specific business needs.
- Integrates seamlessly with Microsoft products (Teams, Outlook, Word, Excel).
Types of Business Applications
- CRM (Customer Relationship Management): Focuses on customer interactions.
- Applications: Sales, service, and marketing.
- ERP (Enterprise Resource Planning): Manages back-office functions.
- Applications: Finance, inventory, supply chain management, etc.
CRM Applications (Customer Engagement)
1. Dynamics 365 Sales
- Formerly known as Dynamics 365 CRM.
- Used to manage customer relationships and sales pipeline (lead management, opportunity tracking, closing deals).
2. Customer Service
- Core Function: Case management for service requests.
- Features: Ticket management, queues, SLA management, knowledge base, omnichannel service (email, phone, chat, WhatsApp, SMS, social media).
- Supports self-service capabilities via chatbots and portals.
3. Field Service
- Manages dispatching skilled technicians for service delivery.
- Features: Work order management, proactive service through IoT, mobile capabilities.
- Scheduling agents by skill, geography, availability, etc.
4. Marketing Automation
- Fully integrated with sales and service applications.
- Segmentation based on data from CRM applications.
- Real-time triggers for communication (email, SMS, push notifications).
- Event registration, landing pages, and customer journey orchestration.
5. Customer Data Platform (Customer Insights)
- Unifies customer data across various systems for a 360-degree view.
- Advanced segmentation, including AI-based predictions.
- Can export data for targeted marketing.
6. Customer Voice
- Built-in survey tool for customer satisfaction with NPS scoring and sentiment analysis.
- Surveys can be triggered by events in sales and service applications.
ERP Applications
1. Finance
- Comprehensive finance management (general ledger, accounts payable/receivable, cost/project accounting).
2. Supply Chain Management
- Inventory management, production planning, distribution planning, demand forecasting.
Additional ERP Applications
- E-commerce platform integrated with finance.
- Human resources management.
- Project operations management.
- Business Central: Tailored for small to mid-sized businesses providing finance and operations capabilities.
Additional Applications
- Mixed Reality: Remote Assist allows technicians to receive guidance in the field using HoloLens.
- Intelligent Order Management: Optimizes existing supply chains with AI.
- Fraud Protection: AI-driven protection against online fraud.
Integration with Microsoft Stack
- Dynamics 365 is part of the Microsoft ecosystem, including Microsoft 365 and Azure.
- Supports identity management and security management.
- Power Platform: For low-code automation, custom applications, chatbots, and reporting.
Resources
- For more on Power Platform, check out additional resources or demos on Dynamics 365 sales.