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Dynamics 365 for Customer Engagement Overview & Demo

By Donna Coxon | March 26, 2018

Historically, most companies are familiar with a siloed set of systems – ERP versus CRM. However, what began as two very different systems has now developed into a platform comprised of role-based solutions or what most would recognize as “apps” that function collectively. Microsoft has fashioned these business applications to take the function of ERP and CRM solutions and seamlessly house them on top of one common data model known as Microsoft Dynamics 365. Dynamics 365 allows you to conveniently start with just what you need and add apps as your needs grow and change.

Let’s take a closer look at the power behind the customer engagement portion of Microsoft Dynamics 365 (formerly Dynamics CRM). 

The new term of reference for those apps previously available within CRM is referred to as Customer Engagement. The customer engagement functionality is as easy as any Office 365 application you may have used before. You can conveniently launch Dynamics 365 right from within the Outlook environment.

Office 365 ↔ Outlook ↔ CRM App ↔ Dynamics 365 Environment

Looking for a demo on how this all works?

Check out this overview video on Microsoft Dynamics 365 for Customer Engagement. Here’s what you can expect to see in this demo for Dynamics 365 Customer Engagement:
  • Outlook and Dynamics 365 Integration
    • Easily track emails against contact records, accounts, opportunities, customer service cases, or even marketing campaigns

  • Using Email Templates
    • How to use email templates that can include pieces of sales literature, knowledge articles, product brochures

  • Overview of Dynamics 365 – Mobile 

  • Dash-boarding Capability
    • Powerful tool that enables you to see exactly what's happening within your organization across the board. Out of the box, you get a whole host of dashboards available around customer service, field service, marketing, project service, sales process, organization insights, service site synchronization monitoring, social engagement, Power BI dashboard
    • Excel Integration 

  • Managing Accounts and Contacts within Dynamics 365
    • Whether you’re working in a sales environment, a customer service environment, or a marketing environment, there is always access to customer information.
    • Account and contact forms 
    • Hierarchies 
    • Activities 

  • Leads and Opportunities
    • The different ways to view all data related to leads and opportunities
    • Qualifying and Disqualifying leads
    • Converting leads to opportunities
    • Capturing estimated close data, revenue, and probability of winning a deal
    • Capturing competition
    • Associated products to opportunities
    • Creating opportunity proposal templates
    • Opportunity Management 
    • Sales Process 
    • Creating a proposal from D365 
    • Word Integration 
    • Business Process Flow

  • Dynamics 365 Field Service
    • See how your service team can manage and track their jobs remotely
    • Creating a case 
    • Service legal agreements 
    • Entitlements 
    • Knowledge base



About Donna Coxon

Donna has an extensive track record as a functional software consultant, working with various CRM solutions since 1999. Having worked as a Technical Consultant, Business Analyst, Training Consultant, Project Manager and Professional Services Manager, Donna has a vast experience of software implementations across a wide range of industry sectors. Donna is a Solution Architect who enjoys showcasing how Dynamics 365 can help organizations grow.


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