What is Dynamics 365?

Dynamics 365 is a full Suite of business  applications everything from dealing with   your customers right through to dealing with  your back office functions all covered here   and I'm going to take you through it in under  10 minutes as a starting point here they are   modular applications that work together they  can be configured or customized to meet your   needs and importantly this is all part of the  broader Microsoft stack so if you're using things   like teams Outlook word templates Excel and so on  you'll find all of those things built in and ready   to go because Microsoft stuff works well with the  Microsoft stuff everything you see here can also   be integrated with other applications that you  already use as well so you can take one of these   and work with other things you've already got or  some of them or all of them as you like when we   talk about business applications they generally  fall into two main categories and Dynamics 365   covers both of these things the first one is CRM  customer relationship management this is about all   of those sort of front facing type things that  interact with your customers customer service   selling marketing those types of things the other  one is Erp enterprise resource planning which is   more of your back office functions managing your  finances inventory supply chain and so on so let's   have a look at each of these in turn and the apps  in the Dynamics stack that are available first up   on the CRM side and within the dynamic stack these  applications are often grouped together and called   customer engagement we have applications for  sales service and marketing first up we have   Dynamics 365 sales this is the CRM piece and in  fact it used to be called Dynamics 365 CRM as   well so you'll find that label still out there  this is essentially the PC used to manage your   customer relationships the organizations you work  with the people who work for those organizations   your whole pipeline from getting new leads  into your organization through an opportunity   process to closing new business and all of the  activities associated with that next up we have   customer service at the core of customer service  is a case management capability something comes   in a ticket service request something like that  and you're managing it end to end through that   process that includes having things put in queues  they can be automatically routed to the right   agent escalated service level agreements and  so on you've also got a knowledge base in there   and scripts and things that you can use for your  agents this can also handle omnichannel customer   service so any channel that your customers want to  work with you in that's email phone chat WhatsApp   SMS social media any of those things including  self-service capabilities via chat Bots and a   portal all of that is part of the customer service  app best friends with customer services field   service so if you have a scenario where you need  to dispatch skilled workers skilled technicians   out into the field to provide service then that's  what this one is for so this is using work order   management it can also handle proactive service  with iot to devices there's a mobile capability   with this one as well and this connects seamlessly  so that you can actually go from customer service   through to field service if your scenario requires  that concept of a service ticket that sometimes   results in a work order and dispatching someone  out into the field there's also some really cool   scheduling capability across both of these  apps if you want to schedule agents buy skill   by geography by availability by caseload all  those kinds of things you can use that across   both of those service applications we also have  a really sophisticated marketing capability that   is natively connected to everything we've just  talked about no exporting or importing data it's   part of the same platform so those contacts that  you've got in your sales and service applications   are the same contact the same database that's  in your marketing application this is marketing   automation you can segment based on all of that  data in your sales and service applications or   you can set off real-time triggers like somebody  visits a website or somebody visits a physical   location as a way of communicating in real time  this goes across email SMS push notifications   and other channels that can come in there as  well it also handles subscription preference   and consent management you can set up forms for  people to register for events you manage your   end-to-end event process in there as well as well  as marketing landing pages the concept here is   complete customer Journey orchestration so this  is not Standalone marketing automation this is   fully connected to everything else which means  you can actually start with a marketing Journey   where perhaps you're sending out an email but  then maybe somebody you know makes a purchase   over a certain amount and you want to notify a key  account manager to follow up on that then you can   create a task or hand that off seamlessly back  into the sales application or into the service   application you might for instance have as  part of your journey to automatically exit   someone from the journey if there is a customer  service ticket or a case in there so that you're   not sending the wrong information at the wrong  time so completely seamlessly connected marketing   automation system with those sales and service  areas also within this customer engagement type   of concept we have a customer data platform  called customer insights designed to unify   your data so if you've got customer data sitting  across a whole lot of different siled systems and   you want that golden 360 degree view record of a  customer single view of your customer individuals   or accounts that can handle either it does that  but it also goes a lot further it allows you to   do very sophisticated segmenting across all  of those things including smart segmenting   look-alike segmenting AI based predictions out  of the box or bring your own machine learning   models and then you take all of that and you  activate it or export it you can send it out   to social media Facebook advertising or to search  engine providers or to your marketing application   if that's not Dynamics if it is Dynamics then  it's all seamlessly connected up there as well   and finally customer voice there is a built-in  survey tool this is a great little capability for   customer satisfaction surveys it'll do sentiment  analysis NPS scoring you know scoring out of five   like it scores all sorts of things and it can  be triggered from anything that happens in those   sales and marketing applications as well so when  a customer service case is closed for instance in   the service app I want to send a satisfaction  survey and then when that comes back in that's   connected back up to that same customer record on  the Erp side finance and operations here we have   a range of applications that help you manage the  back office side of your business finance supply   chain Commerce e-commerce human resources and  project operations I'm going to really focus on   those first two here the finance system is a full  Enterprise capable way of managing the finances   for your organization you'll find this covers  everything you need end to end for finance general   ledger accounts payable accounts receivable cost  accounting and project accounting we've also got   within the platform here Supply Chain management  capabilities so if you need to manage your   inventory production and distribution planning and  demand forecasting all of that is there as well   the other applications in this side of things  there's an e-commerce platform fully connected   back into that Finance system we've got a human  resources system for managing your employees and   your staff and also project operations for project  management back into all of this as well also on   the Erp side if you're in small business there's  a fully contained app in here called business   Central so this is actually providing you with  a finance and operations capability for small to   mid-sized business as well as some sales and  service so if you're in that sort of size of   business this is an app that's well worth looking  at because it's got the whole thing covered in one   go but wait there's more there are also some  other apps in here so we've got some amazing   mixed reality capability there is remote assist  which allows if you've got a technician out in   the field they can be using a hololens and you  can be guiding them through what they're doing so   perhaps you've got a newer technician or someone  who's not skilled in a specific task someone back   in a head office can be looking at what they're  doing and guiding them through it as if they were   there in person guides provides workers with  a step-by-step holographic instruction type of   screen and connected spaces in the retail  area allows you to get visualization and   real-time action on movement within those spaces  or within those stores we've also got intelligent   order Management on the supply chain side which  can connect up if you've got an existing supply   chain and e-commerce system that can connect up to  those things and allow you to bring AI to optimize   those processes and last but certainly not least  fraud protection which uses AI to protect you   against all sorts of payment and refund and online  fraud for your system the other important thing to   understand about Dynamics 365 is that it's part of  this broader Microsoft stack it's sitting sideways   with all of the Microsoft 365 or Office 365  applications so all of that communication activity   is part of the same platform it's also sitting  on top of tools that allow you to configure and   customize GitHub for pro developers and Microsoft  Power Platform for low code extensibility across   automation custom applications chat Bots reporting  and portals all of this sits on Microsoft Azure so   that is your active directory login when you log  into any Microsoft of product you're logging into   all of the same things and all of that identity  management and Security Management is part of   that platform if you'd like to understand more  about Power Platform check out my video here which   goes through it or my other video here which is  a demo of Dynamics 365 sales thanks for watching

Channel: Lisa Crosbie

Views: 267,642

Keywords: microsoft dynamics 365 sales, microsoft dynamics 365, dynamics 365 sales, dynamics 365, dynamics 365 crm, dynamics 365 finance and operations, dynamics 365 business central, dynamics 365 marketing, dynamics 365 customer service, dynamics 365 field service, dynamics 365 overview, what is dynamics 365, crm, salesforce, erp

Id: HlPyFmq3edw

Length: 9min 53sec (593 seconds)

Published: Mon Dec 12 2022