The Power of Dynamics 365 Customer Engagement

The power of effective customer engagement can’t be overstated, and we’re here to equip you with the knowledge and skills to excel in this essential aspect of your business. Here we’ll explore various facets of the Dynamics 365 application that often hide in plain sight. From lesser-known features to expert strategies on how to harness the full potential of its toolset, we’ve got you covered. The Dynamics 365 ecosystem is expansive and multifaceted, and we’re confident that our exploration will uncover those invaluable gems that can streamline your day-to-day operations and ultimately lead to more satisfied customers and enhanced business success. So, join us on this journey of discovery as we unlock the untapped potential of Dynamics 365 Customer Engagement. Your path to improved customer engagement starts here.

About our Dynamics 365 CE Expert, Bill Kinahan

Meet our expert, Bill Kinahan, a senior solution engineer with Velosio. With a remarkable 25-year journey in the realm of Customer Relationship Management (CRM), Bill’s expertise is both deep and diverse. His journey began as a CRM client, and after several successful deployments, he transitioned into the consulting world. Over the past two decades, Bill has honed his skills primarily within the Dynamics CRM ecosystem, focusing on Dynamic sales, marketing, and customer service. From deployment and project management to technical consulting and business analysis, Bill has traversed all aspects of CRM. Currently, he specializes in pre-sales, bringing his wealth of experience to help clients harness the power of Dynamics 365 Customer Engagement.

What Dynamics 365 Customer Engagement Can Do For You

In this session, Bill explores various features and functionalities within the Dynamics 365 application, catering to both beginners and advanced users. Topics covered include quick keyboard shortcuts like opening a new tab, utilizing toolbar options for viewing opportunities and charts, integrating Power BI for data visualization, leveraging Teams integration for chat and dialing, creating activity sequences for leads and opportunities, accessing dashboards directly from records, using columns and filters, managing lead assignments within the application, setting up email signatures, exploring AI-driven content creation, implementing natural language input for segment building in marketing, experimenting with interactive forms, discussing the concept of swarming in cases, and discovering the ability to dictate text through your phone. Stay tuned for an informative journey through these Dynamics 365 capabilities.

Keyboard Shortcuts

One of the handy keyboard shortcuts that can greatly enhance your Dynamics 365 Customer Engagement experience is the ability to open records in a new tab. It’s a relatively straightforward concept, but it’s surprising how many users may not be aware of it. Typically, when you click on a record, it opens within the current form, taking you away from your view. However, here’s the game-changer: by simply holding down the control key on your keyboard while clicking on a record, you’ll notice that it launches the record in a new tab. This means you won’t lose sight of the original view you were in. You can seamlessly work with multiple records in separate tabs and close them when you’re done, bringing you right back to your main screen. This is just one of the many keyboard shortcuts available in Dynamics 365 CE that can significantly improve your workflow efficiency.

Manage Your Sales Opportunities

The Pipeline View in Dynamics 365 Customer Engagement offers a dynamic and visual way to manage your sales opportunities. Bill breaks down some key features and functionalities:

Toolbar Options: At the top of the Pipeline View, you’ll find various toolbar icons that provide different functionalities and views. Microsoft continually enhances the application, so you may see new features and options here.
Show As: The “Show As” feature allows you to view your data in different formats. For instance, the recently added “Pipeline View” provides a visual representation of your opportunities. Opportunities are represented as bubbles, and you can hover over each one to see details. The size of the bubble indicates the size of the opportunity. You can also see the expected close date and color-coded grades (A, B, C, D) for each opportunity.
Opportunity Details: On the right-hand side of the Pipeline View, you have access to the opportunity form. This allows you to quickly add or modify details for a specific opportunity. For example, you can update the close date or add additional information.
Dynamic Updates: When you make changes in the Pipeline View, such as updating the close date, the view dynamically updates to reflect the changes. This ensures that you have real-time visibility into your opportunities.
Pipeline Value: The top of the view displays important calculations, such as your pipeline value. This value is based on the opportunities currently in view. In this case, since you’re looking at open opportunities, it doesn’t include opportunities that have already closed.
Edit on the Fly: At the bottom of the view, you have the option to edit records on the fly. This is essentially your “All Opportunities” list, where you can quickly make changes to records.

The Pipeline View offers a visual and interactive way to manage your opportunities, track their progress, and make updates seamlessly. It’s a valuable tool for sales managers and teams to gain quick insights into their sales pipeline and take action as needed.

Simplify Your Opportunity “To Do” List

The “Focused View” in Dynamics 365 Customer Engagement offers a unique perspective on opportunities, providing a more efficient way to work with your data. Here’s a closer look at its key characteristics:

Efficient Information Display: In the Focused View, you’ll notice that it optimizes screen space by presenting more information at once. On the left-hand side, you have a panel that displays tasks and actions related to “All Opportunities,” making it akin to a to-do list for your opportunities.
Convenient Data Entry: On the right-hand side of the screen, you have the actual opportunity form that you’re familiar with. This form allows you to dive into the details of the opportunity, including data entry, data mining, and various actions such as creating quotes and adding products to the opportunity. All of this is available with just a few clicks.
Seamless Navigation: The Focused View streamlines your workflow by eliminating the need to switch between different screens or tabs. You can cycle through your opportunities one by one, and the relevant data appears on the right side as you navigate through them.
User Flexibility: If, for any reason, you prefer not to use the Focused View, you can easily return to the standard “All Opportunities” area by selecting the corresponding option.

The Focused View simplifies your interaction with opportunities, making it easier to stay organized, manage tasks, and update opportunity details without the need for extensive navigation. It’s a valuable feature for users who want to maximize their productivity and streamline their work within Dynamics 365 CE.

Leverage Power BI within Dynamics 365 CE

The integration of Power BI Reports within Dynamics 365 CE offers users a robust tool for data visualization and analytics. Here’s a closer look at how it works:

Visualization Options: Within Dynamics 365 CE, you can choose a specific view, in this case, “Open Opportunities.” At the top of the screen, you’ll find an option to “Visualize this View.” When you click on it, a new screen is launched.
Automatic Report Generation: This is where the magic happens. The system automatically generates Power BI reports based on the selected view. It takes a few moments to create the report, but the results are impressive.
Rich Analytics: Once the Power BI report is ready, it presents a wealth of analytics and trending information related to the data in the view. For instance, you can see probability by estimated close date, the count of opportunities by estimated close date, topics, potential customers, and more. This visual representation allows you to quickly grasp key insights from your data.
Customization: The Power BI report is interactive, and you can customize it further to suit your needs. If you want to include additional data elements like estimated revenue, you can easily do so, and the report will adapt accordingly.
Universal Accessibility: This powerful feature is not limited to opportunities but is available throughout the Dynamics 365 CE system. You’ll always have the option to use it whenever you need to visualize and analyze data.

Power BI integration within Dynamics 365 CE provides an effortless way to transform your data into meaningful insights. It empowers users to make data-driven decisions, identify trends, and gain a deeper understanding of their business processes without the need for complex setup or extensive data manipulation. It’s a valuable tool for those seeking instant access to rich analytics.

Microsoft Teams Integration

The integration of Microsoft Teams within the Dynamics 365 CE application provides a seamless and efficient way for users to collaborate, communicate, and enhance their customer service. Here’s a breakdown of how Teams integration works:

Chat Functionality: Within Dynamics 365 CE, you can easily configure Teams chat. Once activated, a Teams chat icon appears on the right-hand side of the application. This allows you to engage in real-time chats with colleagues or team members directly within the Dynamics environment. These chats mirror the same conversations you’d have in your regular Teams chat, ensuring seamless communication.
Swarming for Customer Service: The concept of “swarming” in customer service involves using Teams and resources within the system to assemble a group of experts or team members to collectively address and resolve a customer case. This can include routing the case to specialized experts or escalating it to higher levels of support when needed. Teams integration facilitates this coordinated approach to solving complex cases effectively.
Inbound and Outbound Calls: Teams integration also includes the ability to make and receive calls directly from within Dynamics 365 CE. For outbound calls, you can simply click on the phone icon next to a contact’s phone number to initiate a call. For inbound calls, the system screen-pops to display the caller’s information, providing context for the conversation.
Call Intelligence: Dynamics 365 CE offers call intelligence features that enhance your communication experience. When calls are recorded, the system transcribes them, identifies keywords, mentions, action items, and even sentiments expressed during the conversation. This valuable information can help businesses better understand customer interactions, identify opportunities for improvement, and make data-driven decisions.
Voice License: It’s important to note that for inbound and outbound calling functionalities and access to call intelligence, you’ll need the appropriate voice licenses from Microsoft to fully leverage these capabilities.

The Teams integration within Dynamics 365 CE streamlines communication, empowers teams to collaborate effectively, and provides valuable insights into customer interactions, contributing to enhanced customer service and productivity.

What are Sequences in CE?

Sequences in the Dynamics 365 CE Sales Insights toolset offer a structured approach to guide sales representatives through various stages of the sales process. These sequences can be applied to both leads and opportunities. Think of them as predefined sets of activities and steps that outline the path to follow during a sales engagement. When connected to a lead or opportunity, sequences create a series of activities, such as emails, phone calls, appointments, and tasks, which are automatically generated within the system. Additionally, sequences can incorporate wait times, allowing for strategic delays between actions. They provide a streamlined way to manage and automate sales processes, ensuring that important steps are not overlooked, and can be customized to align with specific sales strategies and customer interactions.

Final Thoughts

Dynamics 365 Customer Engagement empowers organizations to make informed decisions by harnessing its robust features and functionalities. The tips and tricks discussed provide valuable insights into unlocking the full potential of this powerful platform. From keyboard shortcuts that streamline navigation to the visualization capabilities of Power BI reports, and the seamless integration of Microsoft Teams for efficient collaboration, Dynamics 365 CE offers a comprehensive toolkit for businesses. Sequences further enhance sales processes by guiding sales representatives through structured steps and automating key activities.

By leveraging these tips and tricks, organizations can optimize their customer engagement, streamline operations, and gain deeper insights into their data. Dynamics 365 CE becomes not just a software application, but a strategic asset for informed decision-making and achieving business success. be sure to watch the entire ASPIRE23 session with Bill to see his demonstrations on how to unlock the power of Microsoft Dynamics Customer Engagement.

ASPIRE23 took place on June 14th,2023. With 25+ presentations, focused on Microsoft & NetSuite Business Applications, this free online conference covered everything a mid-market company needs to modernize their technology apps and cloud platform.