Tag: Dynamics 365

Overview of Dynamics 365 for Customer Service

My study of MB-900 is continuing with an overview of Dynamics 365 for Customer Service. Where Dynamics 365 for Sales was focused on helping the sales associates build stronger and lasting relationships with customers, Dynamics 365 for Customer Service is focused on providing flexibility and a consistent level of service for customers. Support agents will be able to use Dynamics 365 for Customer Service to better optimize their time and deliver the right answers to the customer quicker.

As with Dynamics 365 for Sales, Dynamics 365 for Customer Service contains customizable interactive dashboards. These dashboards will keep track of support queues, knowledge articles, and current cases. Support agents can use these dashboards to quickly and dynamically determine which are the highest priority cases to follow up on. Once the case is identified and opened, a customized case resolution process will help them find the tools and information that the support agent will need in order to properly assist the customer.

In Dynamics 365 for Customer Service, a customer has an entitlement, also known as a support contract. This entitlement defines the level of support the customer can receive over a one-year period of time. The entitlement can include the number of support cases that can be opened as well as how long it takes for a support agent to respond to the case.

An omnichannel support solution is provided by Dynamics 365 for Customer Service. This gives the customer multiple different methods of interacting with the service center each with a consistent experience, regardless of the method they choose. These methods include online customer support portals that can be accessed from a computer or mobile device; integrated chat that has a service bot answering basic questions and recording them for the support agent to take over; email support queues; and phone calls direct to the service center.

When customers interact with the portal, online chat, or email the service center, a case is automatically created in Dynamics 365 for Customer Service. This case is compared to the customer’s entitlement to determine which queue the case is assigned. From that point, a support agent that has access to the queue can pick up the case and start working it. That support agent is then responsible for working the case until it is resolved. Other support agents will be able to see that the case is being handled, and can pick up the next case in the queue.

The support agent is given several tools to assist them in resolving the case. A case resolution process is automatically assigned to the case, based on the type of case. This process is customized by the business and contains several stages, each with multiple steps to be completed in order to resolve the case. Integrated knowledge base articles are offered to the support agent and can be emailed to the customer with possible resolutions.

Once the customer confirms that their problem has been resolved, the support agent is able to close the case as resolved. With the case resolved, the entitlement is updated. If the entitlement includes a specified number of support cases available to the customer, that number is decremented by one to reflect the number of cases they have remaining.

Demo of the customer support process in Dynamics 365 for Customer Service.

Demo of the customer support portal in Dynamics 365 for Customer Service.

Overview of Microsoft Relationship Sales

This blog post continues with the study related material for MB-900 and focuses on Microsoft Relationship Sales. Microsoft Relationship Sales is an additional module in Dynamics 365 which links LinkedIn Sales Navigator with Dynamics 365 for Sales by leveraging LinkedIn relationships and company information. This integration between LinkedIn and Dynamics 365 will allow sales associates access to powerful relationship information from within Dynamics 365 for Sales.

LinkedIn Sales Navigator integration allows users to see headlines, activities, news and other related information about their contact directly inside Dynamics 365. Users can see shared contacts in order to facilitate icebreakers and encourage introductions to new prospects. LinkedIn InMail and PointDrive can be shown as activities and the LinkedIn user images can be displayed directly inside Dynamics 365. All this information can then be used in Dynamics 365 sales playbooks and with the AI for sales to strengthen the relationships between the sales associate and their contacts.

Embedded Intelligence is included as part of Dynamics 365 for Sales and adds powerful features for helping to manage relationships with contacts, especially in conjunction with Microsoft Relationship Sales. This is a suite of features that works in conjunction with data stored in Dynamics 365 and Microsoft Exchange. These features include relationship assistant, email engagement and auto capture. Relationship assistant analyzes data to generate cards detailing recommended actions to take based on the current context of the user. Email engagement will help users to keep track of emails that are sent, viewed, responded to, as well as attachments and links viewed as activities. Auto capture analyzes relevant email addresses in Microsoft Exchange and tracks them from within Dynamics 365.

All the data collected from LinkedIn, Exchange, and Dynamics 365 can be uniquely analyzed with Dynamics 365 AI for Sales. The sales specific AI can analyze relationship information, predict lead and opportunity scores, analyze notes, and even offer talking points to customers and prospects.

Relationship Sales Video from Microsoft Learn

Overview of Dynamics 365 for Sales

Continuing with the study for MB-900 is an overview of Dynamics 365 for Sales. Dynamics 365 for Sales is built on top of Dynamics 365 Customer Engagement (CE) but is also available as an individual module at a lower cost per user. As the name implies, it is a sales focused application designed to help sales associates drive business and sales managers to dive deeper into the sales data generated.

The image above, provided by Microsoft, shows an example of the typical sales process. The sales associate will start by qualifying leads. They contact the lead, gather information, and determine if the lead is a good fit, both for the potential customer and the organization as a whole. All actions, such as emails and phone calls, can be tracked against the lead. This information then becomes available to other sales associates and sales managers along the way. This process can be further enhanced by AI for Sales to create custom scoring models and analyze existing organization relationships to improve the likelihood of qualifying leads.

Once a lead is qualified, the lead can be converted to an opportunity. The lead can be linked to an existing contact and/or account. If one does not exist, it will be created and linked automatically during the qualification process. This begins the development cycle, where the opportunity is worked by determining what products and/or services are of interest to the customer. The data collected during this process can be tailored to meet the organizations unique business process flow. That data is then available to other team members on the opportunity record, increasing the chances of closing the opportunity. Like the lead, AI for Sales can be utilized to help increase the chances of closing the deal.

Once all the data is required and the products/services selected, a quote can be generated directly from the opportunity. This quote is sent as a proposal to the customer. The customer can then work with the sales associate to make any changes. Quotes are able to be revised and sent to the customer with the updated information. This feedback loop can happen several times through the life of the quote until the customer accepts the quote.

An accepted quote can automatically generate the sales order and the associated opportunity is closed as won. Integrations into other ERP systems can keep track of current inventory levels required to fulfill the sales order. Once the order is fulfilled, an invoice is generated in order to bill the customer. The invoice generation can come from Dynamics 365 for Sales, but it is not uncommon for it to come from the backend ERP system, such as Dynamics 365 Finance and Operations.

Video overview of Dynamics 365 for Sales from Microsoft Learn

While this process is similar among many organizations, it is by no means a unique process. Every organization has its own data points that are needed and their own strategies designed to qualify leads and close sales. Dynamics 365 for Sales allows for the creation of new fields and even new entities for gathering information. These new data points can be used in reports, shown on dashboards, and included anywhere in the sales process. With this data, whether from existing entities or custom entities, the industry and business requirements can be filled and the ability of the organization to drive business can be improved.

Dynamics 365 Customer Engagement Default Metadata (April 2019)

While doing my research for my certification studies, I decided to spin up a trial instance of Dynamics 365 Customer Engagement. While I’ve worked extensively with the system over the past ten years, a lot has changed with CE, especially in regards to the Unified Interface and the Power Platform. I also felt it would be a good idea to have a new baseline to work with regarding the default entities, attributes and option sets. The information I have been using, while still accurate, is missing a lot of the newer entities and fields that have come about in the past several years.

I created my Trial Organization and included all the entities relating to CE. Sales, Customer Support, Marketing, Field Service, and Project Service. While not every one of these applications will apply to every customer, it certainly is worthwhile to gather all the information in one place. In order to gather this information, I took advantage of several plugins inside of XrmToolBox: Early Bound Generator, Latebound Constants Generator, and Metadata Document Generator. Another useful plugin in XrmToolBox is Metadata Browser, which allows you to navigate through the metadata of the organization in one place. XrmToolBox has many other plugins to assist with customization and development in Dynamics 365 CE. I highly recommend adding XrmToolBox to your library if you are involved with customization or development in Dynamics 365.

I have attached the files that I generated here. These files are meant to be used as references only. Each organization will have different needs, different solutions, and additional custom entities and fields. I recommend creating your own resources specific to the project you are working on. If you plan on using early binding or the late bound constant code files it is essential that you rebuild those from your target organization.

Introduction to Dynamics 365

As MB-900 is a test related to the fundamentals of Dynamics 365, it is essential to start with a basic introduction. Dynamics 365 is a collection of first-party business applications that are designed to help businesses simplify the complexity of CRM and ERP systems. They are modular business applications which work together on a single platform. Customer Engagement, Unified Operations, and Power Platform are the main areas of business applications for Dynamics 365. The individual business solutions are listed below:

  • Artificial Intelligence
  • Business Central
  • Customer Service
  • Field Service
  • Finance and Operations
  • Marketing
  • Mixed Reality
  • Project Service Automation
  • Retail
  • Sales
  • Talent

By leveraging one or more of these applications, organizations are able to engage customers more effectively, optimize business operations, empower employees to work better and more efficiently, as well as transform products and services by using data to find new opportunities and analyze customer data.

Microsoft Dynamics 365 Customer Engagement Certification

I started working with Microsoft Dynamics CRM 4.0 ten years ago. Five years ago I received my first Microsoft certifications for Dynamics CRM 2013. Times and technologies continue to grow, and with it, the offerings and skills needed to customize and develop on the platform correctly. What I knew as Microsoft Dynamics CRM, is now known as Microsoft Dynamics 365 Customer Engagement (CE), and is part of the broader Dynamics 365 suite of applications. To stay relevant with Microsoft’s offerings, I have to move beyond what I learned over the past ten years and begin to look into Azure, Power Platform, and the other products contained under the Dynamics 365 umbrella.

For this reason, I am studying to gain new certifications for Dynamics 365 CE and looking across the spectrum. The current exams I am studying for are MB-900, MB-200, MB-210, MB-220, MB-230, and MB-240. All these exams are geared towards functional consultants but are undoubtedly beneficial to software architects as well. I will be refreshing my knowledge of the entire suite of products, touching cloud computing, and looking at the Power Platform. As Microsoft introduces more exams geared toward developers, I will turn my focus to those exams as well. With this blog refresh, I plan on sharing my studies here. I even plan to create quizzes to test my knowledge, and to allow readers to test their own as well. I hope others will be able to benefit from this information and be able to find ways to pass it on to others in their sphere of influence.