The interface here is called “end-to-end omnichannel service.” It uses machine learning to assess each customer service rep’s particular strong points and then connects customer tickets to the appropriate rep. Service is divided into two modules: customer service and field service. It’s also a great way for new sales reps to get coaching from more seasoned agents who are on the same team. There’s also a “gamification” app that uses fun and competition to motivate sales teams, kind of like a fantasy sports team setup. One can add contacts to Dynamics 365 based on common contacts with a Linkedin profile, or find new contacts based on key terms found in LinkedIn posts by other users.įor example: If you have a money management business, and some interesting LinkedIner liked or made a post about money management, you can import that person’s profile data into Dynamics. The Sales module makes use of what they call “embedded intelligence.” It synthesizes data from Office 365 as well as LinkedIn. Dynamics 365: Unpacking the modulesįirst, let’s take a closer gander at some of the distinct features of Microsoft’s five CRM modules. Of course, for those in the market for a complete package, there is likely some helpful overlap between the two types of modules. They are:Īrtificial Intelligence (for sales, customer service, and market insight) The remaining six modules might not necessarily be considered core CRM functions, but rather fall under the category of enterprise resource planning (ERP). The Customer Engagement Plan includes the five modules which together form a solid CRM package, which are: The total Dynamics suite contains 11 core modules, and different packages include various combinations of these modules.
![microsoft dynamics 365 crm logo microsoft dynamics 365 crm logo](https://www.endeavour365.ca/wp-content/uploads/2019/08/ESI-Dynamics-365-Logo.jpg)
However, as we take a step back to unpack all the aspects of Dynamics 365, we’ll see this might no longer be the case.
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![microsoft dynamics 365 crm logo microsoft dynamics 365 crm logo](https://www.calltrackingmetrics.com/wp-content/uploads/2019/02/DYNAMICS.png)
It’s understandable that some SMEs might be wary of adopting Microsoft Dynamics 365, persisting under the assumption that it’s target clients are older and more legacy-style operations. Indeed, if today’s knowledge economy could be said to be “millennial” in nature, it’s no wonder that such a corporate personality has become the dominant rage.īut what about a leviathan like that founded by one of the world’s richest humans? We’re talking about Microsoft Dynamics 365, the CRM branch of one of the world’s most established tech multinationals. The fabulous world of CRM has given us a plethora of new companies, many with funny names, cute logos and simple yet aesthetically-pleasing designs.