Microsoft Dynamics CRM applications offer three functional modules, Sales, Marketing, and Customer Service.
The Framework is a critical feature that enables customers and partners alike to quickly build extended CRM applications (also known as xRM apps).
The extended CRM applications include industry or vertical-specific solutions such as student or citizen services management.
They can also be relationship-based apps such as employee self-service or asset management. The core CRM workloads and the extended CRM apps are built on a declarative rapid app development framework that provides relationships, interactions, and processes.
Microsoft CRM: Key Functional Modules
Microsoft Dynamics Crm: Sales - Sell More and Faster
Before you even start a conversation, many people have already made their buying decisions. To win, sales must adapt quickly.
Using familiar, intuitive, easy-to-adopt solutions will make your sales team more productive in the office and on the road. Microsoft Dynamics CRM Online gives them access to social media data to improve lead generation and relationship management and make each customer interaction more valuable and productive.
You can collaborate with your sales representatives across groups, teams, and locations. They will have instant access to their pipeline on any device.
Microsoft Dynamics CRMs sales automation includes lead generation and lead-to-opportunity conversion after qualification. It also tracks invoices, manages orders, and keeps track of invoicing.
Microsoft Dynamics Crm: Marketing: Engage, Attract, and Retain Your Customers
Marketers need to be able to efficiently plan, implement, and measure their campaigns in this digital age. Microsoft Dynamics allows you to engage customers and bring your marketing vision to life.
You can reduce your time-to-market while improving brand consistency and messaging. This will help you to plan and execute effectively.
Enterprise-ready collaboration means working better with your colleagues and other agencies on brand, events, and content to remain aligned.
Customers Will Be Loyal if You Provide World-class Service
Microsoft Dynamics CRM offers a complete capability to manage customer service, support, and self-service. This will help you reduce response time, increase case resolution, and improve customer satisfaction.
Delivering responsive, timely, and effective service is possible on any device, anywhere, anytime. You can connect with customers in any way, on their terms.
Your teams will be empowered to respond quickly and meet customer demands.
Connect Microsoft Dynamics Crm With Social Engagement to Get Powerful Insights Into Social Media
Microsoft Social Listening helps you turn sentiments into opportunities. Track and monitor brand awareness and strategic marketing, sales, and customer service initiatives.
Microsoft Dynamics CRM Online has social features that help you to connect more with your customers, increase business agility, and foster loyalty.
Microsoft CRM: Technical Features
Dynamics Crm on Phones and Tablets
Microsoft Dynamics CRM includes a native app for mobile devices. Mobile devices can access CRM entities and be configured only to display essential information relevant to the field.
The ability to view, edit, and create data in CRM on the go allows for greater productivity when working remotely. Microsoft Dynamics CRM can be extended or customized to suit complex needs.
Microsoft Dynamics CRM Mobile App offers an offline feature allowing users to capture and access essential data in areas with limited Internet connectivity.
Model & Roles of Security
Microsoft Dynamics CRM offers a robust security model to protect data privacy, integrity, and access. It also supports collaboration and data sharing.
Below are the key features.
- Role-based Security: You can use role-based protection to organize privileges into groups describing actions a person or team can perform.
- Record-based Security: This security allows users and teams to be granted permission to act within individual records. It is possible to share records or give access to other users or teams.
- Field-level Security: You can configure the field-level protection to only allow certain users or teams to access specific fields with a high impact on business.
- Form-based Security: You can configure the form-based protection to allow or limit access to a specific form, exposing information relevant to teams or users. The security configuration allows users to manage data access for a better user experience and control whether web controls are exposed.
Reporting
Microsoft Dynamics CRMs reporting capabilities leverage the flexibility and robust SQL Server product portfolio to create, analyze, process, and render reports.
You can view data in several different ways using features that come with the product. Some of these are described here. The descriptions of Microsoft SQL Server Dynamics CRMs supporting components show the potential for future reports and detailed analyses.
Microsoft SQL Server Reporting Service:
SSRS is a powerful reporting tool that allows for Business Intelligence dashboards, customer analytics, and a simple-to-use standard interface.
The reports access data in CRM based on the role of the user who runs the report. Standard export formats such as TIFF, PDF, and Excel are also available for processing and distribution.
- Report Wizard: You can use the Report Wizard to generate a rich, SSRS-compatible report. This wizard allows you to create charts, tables, and group data. It also generates an easily printable report. Report Wizard allows users to create custom reports when a particular representation may be required but is not available in existing reports.
- Advanced Find: is a compelling client productivity feature; Advanced Find allows any CRM user to utilize the Point-and-Click Query Tool to generate customer data reports. The results of these queries can be saved in Personal Saved views, accessible via the standard view filter on the CRM form. These views can also be exported into Microsoft Excel or shared with colleagues.
- Export Excel: Results of an advanced search returned to the end user can be exported into a Microsoft Office Excel spreadsheet or Pivot Table for further analysis.
- Filtered Views: CRM is made available for reporting using Filtered views. This makes it easy to set up and run the report, all while maintaining security. The views can be accessed (only as a reader) by any ODBC-compatible tool, such as Microsoft Query and Microsoft Excel.
- Mail Merge: Native CRM interactivity with Mail Merge, Microsoft Word features, allows the creation of combined documents using a template.
System Integration
Microsoft Dynamics CRM has a software development kit and an application programming interface that allows you to customize and extend the system to fit your business needs.
You can also connect it to other systems or technologies via web services. This reduces costs and gives quick access to data and functionality within Microsoft Dynamics CRM.
The SDK includes guidance and code samples for advanced integrations with Microsoft Dynamics CRM and for developing plug-ins and web services-enabled technologies for extension/integration.
Microsoft Dynamics CRM uses a framework for integration to link business applications and systems. Use web buttons and resources to call other systems in Microsoft Dynamics CRM.
Microsoft Dynamics CRM provides a variety of programming paradigms to allow you to choose the one that best suits your needs.
Microsoft Dynamics CRM offers robust APIs, including support for XML Web Services (SOAP and WSDL) and REST. The web services can be used directly for data exchange, or they can be consumed via Enterprise Service Buses (ESB) to orchestrate a workflow.
Below are the essential web services used for system integration.
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Web API
Web APIs are new to Microsoft Dynamics CRM 2016, Microsoft Dynamics CRM Online Update, and Microsoft Dynamics CRM 2016.
They provide parity between the Organisations Services (see below). Web API is a universal development tool that works across many programming languages, devices, platforms, and operating systems.
Web API is based on OData, version 4.0. This OASIS Standard allows for creating and consuming RESTful APIs using rich data sources.
Microsoft doesnt provide assemblies because the Web API was built using open standards. Third-party libraries can be used to create classes in any language and platform. You can find a list of libraries that support OData version 4.0 at https://www.odata.org/libraries.
Organizing Service
Microsoft Dynamics CRM 2011 has the Organisation service. It is also known as "SOAP Endpoint." Microsoft Dynamics CRM developers are familiar with the Organisations service.
The organization is designed to work with. NET. Microsoft Dynamics CRM SDK offers tools and assemblies that allow developers to create strongly-typed classes, proxies, and other components.
This allows for a faster development process using Microsoft Visual Studio. You only need to switch to Web API immediately if you have any requirements for other platforms.
The Organisation service is expected to be used by business logic running in workflow or plug-in assemblies. The input and output parameter classes are defined in the assembly that supports the Organisation service.
Sign On
Microsoft Dynamics CRM can support claims-based authentication by using federated identities technologies. Active Directory Federation Services, or ADFS, is a service that authenticates CRM Online users.
The technology simplifies access to other applications by using an interoperable and open claims-based system that allows users to access applications in the cloud, on-premises, or across organizations. Microsoft Dynamics CRM Online can use any standard-based authentication service, such as Active Directory Federation Services, that supports LDAP.
Microsoft CRM Portals - What are They?
Microsoft Dynamics CRM and CRM Portal are integrated into Office 365 Microsoft Cloud. Microsoft made exposing CRM data through the portal easy by co-locating both within Office 365.
CRM Portals transform Dynamics CRM into an interactive web-based sales, service, support, and social engagement platform.
They include dozens of pre-configured websites and apps. The user will need to register and use valid credentials to access their account and personal details.
Retail customers, suppliers, and commercial customers are all included.
Traditional CRM implementations include relevant business processes where internal CRM users can connect to sales, projects, and marketing.
Customers engage in various ways, including email, telephone, in-person, social media, web, and more. CRM can play an essential role as customers interact through various methods, such as phone, web, or even in person.
Web portals are a great way to bring in external users and internal operations. They can be used for employee and partner scenarios.
By surfacing Dynamics CRM information on the web, the CRM portal allows customers, partners, and employees to be part of the business process. The productivity of each interaction is maximized by allowing portal users and CRM users to collaborate with self-service features.
Businesses can scale operations by reducing call center costs and manual processing. They also improve end-user satisfaction and transparency.
Microsoft Dynamics 365 is the New Name for Microsoft Dynamics CRM Online
Microsoft unifies all its business applications by removing the artificial separation between ERP and CRM, delivering new purpose-built cloud-based applications.
The applications are designed to work together seamlessly to streamline business processes. They can be used for sales, marketing, customer service, and field service.
Microsoft Dynamics 365 was designed to leverage the power of One Microsoft. The data has become todays currency, and companies are creating and gaining access to it in more significant quantities.
It is the challenge of transforming it into actionable intelligence. Dynamics 365 allows organizations to use individual apps for marketing, sales, and service.
As organizations add more apps, they will experience synergies through an Intelligent Business Process.
It will allow employees to be guided proactively by customers and generate the best outcomes. It is a fact that the traditional delineation of CRM from ERP created a division in processes and data.
Dynamics 365 eliminates this division.
Microsoft Dynamics 365 is a collection of cloud-based business applications that help businesses run more effectively and achieve better results by using Artificial Intelligence to predict insights.
Read More: How to Enhance SMB Growth with a Dynamic CRM? 7 Proven Tips
Microsoft Dynamics 365 Products
Microsoft Dynamics 365 Finance and Supply Chain Management
It would be best if you had this to provide enterprise ERP functionality within a single cloud-based app, regardless of the industry you are in - whether it is Manufacturing, Retail, Telecom, Oil and Gas, Professional Services, Professional Services, etc.
Your business gains the digital intelligence, visibility, and efficiency it needs to maximize its operations, increase growth, and provide brilliant customer experiences.
- You can create and implement more efficient Financial Management Processes, as well as deliver robust reports as well as analytics.
- This integrated solution optimizes production planning, cost management, project management, and operations.
- Dynamics 365 allows you to digitally transform the supply chain by integrating logistics and integrated warehouse management.
Microsoft Dynamics 365 Customer Service
Dynamics 365 can help you to improve customer satisfaction and loyalty by enhancing your service. You can turn simple interactions into long-lasting relationships when you provide innovative, consistent care to your clients.
- Your customers will receive a unified customer experience with MS Dynamics 365 no matter what channel they use to communicate with you.
- Your busy customers will be able to access account information and answer most questions independently.
Microsoft Dynamics 365 Field Service
Field Service Management is a complete solution that includes all aspects of Field Service, including customer assets, locations for service, schedules and dispatching, inventory management, customer billing, mobile devices, resources, and analytics.
- This tool helps businesses to organize both people and equipment. It offers flexible scheduling options that accommodate the workflow of the customer service agent and the dispatcher.
- Microsoft Dynamics 365 Field Service helps you maintain the accuracy and consistency of service agreements and installed products across all locations.
- The solution manages the stock updates and history across all locations, including warehouses, depots, and trucks.
Microsoft Dynamics 365 Retail
Microsoft Dynamics 365 Retail will give your customers a smooth shopping experience! By creating a shopping experience that is both brilliant and insightful, you can boost employee productivity, increase customer engagement, and customize the overall in-store digital as well as back-office operation.
- You can use unified commerce to offer incentives across channels, such as gift cards, loyalty programs, promotions, and more.
- Dynamics 365 will help you manage your store more efficiently, increase sales, adapt your business to changing needs, and provide excellent customer service.
Microsoft Dynamics 365 Marketing
Microsoft Dynamics 365 for Marketing is a cloud-based application that helps manage and guide customers through their sales journey, from first contact to closing.
The application helps businesses create and deliver robust customer experiences at every point of contact.
- This tool helps companies communicate consistently between marketing and sales.
- It can be relied upon to increase retention, reduce sales cycles, and increase close rates.
- Campaign management tools can help companies increase their marketing and revenue ROI.
Microsoft Dynamics 365 Sales
MS Dynamics 365 Sales use digital intelligence and automated business processes to enable salespeople to be in charge as they move through the sales cycle.
- Integrating the Office 365 sales app ensures that a sales team has all the tools they require for every step in their cycle.
- Microsoft Dynamics 365s Office apps seamlessly integrate with Microsoft Dynamics 365, allowing sales teams to easily organize and share information about customers in real time. This allows them to track leads quickly, view customer data, or open cases for support.
Microsoft Dynamics 365 Human Resources
Microsoft Dynamics 365 helps organizations to improve their employee focus and HR management. It also drives their approach to HR more strategically, helping them to find the best talent and achieve high-impact, long-lasting results.
- D365 helps businesses find and engage the best candidates quickly.
- Office 365 can help you streamline your interviews by coordinating calendars and setting appointments.
- Assist new hires in their first critical months, ensuring they feel connected to the company and have a positive impact.
Microsoft Dynamics 365 Project Service Automation
Microsofts Project Management App is a cloud-based app that allows you to manage your projects efficiently.
- A business that has mastered the art of resource planning and allocation can have precisely what it wants whenever and wherever it needs.
- This app offers time and expense tracking that is unmatched. Employees can record time and costs for each project via the mobile application, desktop, and web.
Microsoft Power Platform
Microsoft Power Platform allows businesses to create and customize apps, workflows, and reports. Its ease of use creates a culture that encourages powerful innovation and helps businesses realize their untapped value!.
Power BI, Power Apps, and Power Virtual Agents are part of the Power Platform.
Power Automate
Power Automate, or Microsoft Flow as it used to be known, is a versatile automation platform that integrates seamlessly with hundreds of new and older applications, services, and platforms, such as Outlook, Dynamics 365, and Twitter.
You can use it to sync files, receive notifications, collect information, approve requests, and much more. Power Automate also comes with UI flows, a robotic process automation tool that helps reduce repetitive tasks.
Power Automate connects to Office 365 Outlook and OneDrive Business.
Power Apps
Power Apps is a powerful suite of connectors, data platforms, services, and applications that enables businesses to build custom-tailored applications quickly.
Low code/no code applications created using Power Apps are responsive, have rich business logic, and offer excellent workflow features to convert manual processes into automated digital ones.
Power Apps Portals allows businesses to create pixel-perfect, low-code, responsive websites. They can also interact with information in CDS (Common Data Service) using an easy and dedicated designer interface.
Power Apps Portals make it possible to share data outside of a business. Power App Connectors include Adobe Creative Cloud and Adobe PDF Tools. Other popular connectors include Amazon Redshift.
Power Virtual Agents
Power Virtual Agents allows you to create chatbots that employees or customers can use. Power Virtual Agents are always there to help you with any common question, whether it is about the opening hours of an establishment, benefits for employees, health issues, or support.
These bots are easy to build and dont require any data scientists, developers or Microsoft Dynamics CRM specialists.
Power BI
Power BI, a data analytics tool and interactive visualization from Microsoft, helps you to connect with hundreds of different data sources to perform ad-hoc analyses and drive data analysis.
It is one of the best Business Intelligence Tools available.
Power BI is capable of everything, from creating interactive dashboards to drill-downs and reports to filtering options.
Artificial Intelligence & Machine Learning
Machine Learning and Artificial Intelligence have been saturating the corporate world for some time. It is only in recent years, however, that these principles have been adopted at such a rapid rate.
Businesses can now benefit easily from ML/AI and the technologies available. They will be able to use these insights and reduce the manual process, becoming more efficient and changing the entire business landscape.
Microsoft Azure IoT
Azure IoT is a collection of cloud-based managed services that connects, monitors, and controls Internet of Things assets.
It also provides operating systems and security for different devices and data and analytics to help companies build, deploy and manage IoT applications.
Azure ML
Azure Machine Learning is a cloud service that allows organizations to build and manage ML solutions. It was designed to allow machine learning engineers to use their data science skills, existing frameworks, and model development.
Dynamics 365 Cloud
Azure is Microsofts web service platform. The Microsoft Dynamics 365 cloud instances are hosted there. The Azure platform allows for services to be developed, tested, implemented, Microsoft Dynamics CRM Custom Development and managed through a network of data centers around the globe.
Hosting software on the cloud means that all data and programs, from the actual program to the businesss own, are stored in the cloud.
Instead of buying the software, employees can access it via the Internet. This is similar to how one logs into Gmail Hotmail to send and receive emails.
A cloud-based Dynamics 365 instance means the software is stored on Microsoft servers. All an organization requires is a browser and decent internet access.
Microsoft Cloud Compliance
Microsoft Azure allows businesses to simplify compliance with its 90+ certifications. This includes over 50 specific compliance certificates for various countries and regions, such as the US, UK, India, Germany, and China.
Microsoft Azure offers 35+ compliance solutions that cater to specific industry needs, such as government, healthcare, finance, media, and education.
Microsoft Managed Services
Microsoft Managed Services allow organizations to outsource their entire IT operation or part of it and enhance their capabilities to maximize their Microsoft Azure deployments.
The right MSP can help a company save money, reduce costs, eliminate costly downtime, and scale its business according to its needs.
Office 365 connectors
A connector wraps or proxies an API to allow the underlying services to communicate with Azure Logic Apps or Microsoft Power Apps.
The connector allows users to link their accounts and leverage pre-built triggers and actions to design and build apps.
There are over 50 Office 365 Connectors, spanning apps from news, productivity, sales, and HR to entertainment and marketing automation.
Some of the famous examples are Stack Overflow and UserVoice. MailChimp is a famous example, as are Zendesk and GitHub.
Integration of Microsoft Dynamics 365 and Microsoft Office 365
Integrating OneDrive with SharePoint
This integration allows users to access Microsoft Office applications SharePoint or OneDrive within Dynamics 365.
Users can access and create documents, presentations, spreadsheets, etc., in D365 using different applications, like Microsoft Word on iPhone and Microsoft PowerPoint on iPad, for example. Once the task is completed, the user may return to CRM by tapping the "back button."
Integrating Excel
Microsoft Excel offers many templates that can be used to automate critical tasks. For example, forecasting or sales enablement to calculate commissions.
Excel can be used for quick analyses within Microsoft Dynamics 365, reducing the time and effort required to switch between apps.
Integrating Microsoft Office 365 with Microsoft Dynamics 365
Microsoft Outlook integration with D365 allows users to view their emails through a browser on either a mobile phone or laptop.
They can even add contact information directly within an email. The users can see all the Dynamics information, including sales activity, opportunity, and case data about email senders.
Power BI Integration
Power BI, a powerful suite of business analytics tools, is the solution to delivering insights across an organization.
Power BIs templates and connector allow users to quickly examine customer information, including pipelines, sales, estimates, etc., to manage their team better.
Using Yammer
Yammer, a personal workspace, allows you to share information, create documents, and have discussions without attending meetings.
Users can view all the shared data in a feed similar to Facebook directly on their MS Dynamics 365 Dashboard.
Integrating Cortana
Microsofts voice assistant Cortana incorporates predictive intelligence through the integration, showing users the most relevant information at any given time across both personal and professional sources.
Conclusion
The new Dynamics 365 suite is based on Dynamics CRM, AX, and NAV products. These apps have been updated, rebranded, and incorporated into the new suite.
Microsoft Dynamics 365, the successor of Dynamics CRM, was released officially on November 1, 2016. This product is a combination of Microsofts CRM and ERP Dynamics-AX products. Microsoft Dynamics 365 truly is a cloud CRM platform of the future, with powerful data insights, customizable functionality, and enhanced integration and automation features.
