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Microsoft Dynamics 365 Customer Engagement: Here’s What’s New


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Since version 9.0 of Microsoft Dynamics 365 Customer Engagement was recently released, you’re probably wondering what the wizards at Microsoft could possibly be adding so soon. The latest update will be version 9.1, and it will offer users even more possibilities within the system.

Current Microsoft Dynamics 365 CE users will receive the update automatically as soon as it is released.

Two very exciting features that will come with the update are the introduction of Playbooks and the integration of Microsoft Teams.

Dynamics 365 Playbooks

The first feature we’re excited about is Playbooks. Playbooks will bring new capability to automating sales actions and will help your sales team with contingency planning and guidance through their sales process. For example, Playbooks in Dynamics 365 for Sales provides guidance to team members on actions to take on events such as when a decision maker leaves the organization while the team is working with them on a deal. It can also streamline and automate recurring tasks and responses to external events.

When one of your sales team engages with a prospect, Playbooks can trigger a list of activities and tasks that the seller should pursue to complete the sale successfully. A Playbook manager or anyone with the appropriate permissions will be allowed to configure Playbooks to match your organization’s best practices. You can define the triggers and the set of actions the trigger will initiate.

Business users such as a sales person or a service rep with the Playbook user role can launch one of the Playbook templates while they work on their records to ensure that best practices are applied consistently at every step.

Dynamics 365 Customer Engagement and the Integration of Microsoft Teams

Microsoft Teams is a platform that combines workplace chat, meetings, notes, and attachments. The service integrates with the company's Office 365 subscription office productivity suite, including Microsoft Office and Skype, and features extensions that can integrate with non-Microsoft products.

Microsoft Teams opens a world of possibilities for your teams to collaborate. More data will be available to those who need it. The integration of Microsoft Teams and Dynamics 365 will allow Microsoft Teams members to access Dynamics 365 records, even if they don’t have a Dynamics 365 license. Team members can be part of various team channels, and each team channel can connect to any Dynamics 365 customer record. Team members working together on an opportunity will have the data they need and the means to share it freely and automatically for the benefit of all. The chat functionality within Microsoft Teams will allow members to communicate at every stage of the sales process. Document Locations are also not a worry since Microsoft Teams and D365 share the same central SharePoint location.

With these two new features, Microsoft is providing salespeople more possibilities to excel in their jobs and enabling businesses to reach their goals.

If you’d like to know more about Microsoft Dynamics 365 Customer Engagement version 9.1, contact our experts at Velosio.

By Velosio www.velosio.com

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