How Users Can Take Dynamics 365 On-the-Go with Mobile Devices

One of the best features of Dynamics 365 is its portability. With administrator support, users can access work from anywhere with smartphone and tablet options, making it an ideal platform for an increasingly mobile world.

The Advantages of the Dynamics 365 Mobile Platform

Today’s employees are connected, working in offices, on job sites, from home, and on the road. By implementing the Dynamics 365 mobile platform, users have the ability to do their work wherever they need to be. This is particularly important for people in the following situations:

  • Sales professionals who need the ability to create quotes or proposals during off-site client meetings
  • Remote workers who need access from their preferred devices
  • Employees who travel frequently for business and need to check in from smartphones or tablets on the road
  • Executives who need to stay connected at all times

Working with Your Administrator to Set Up Dynamics 365 for Mobile

Setting up Dynamics 365 for phones and tablets requires administrator assistance to configure the correct privileges for your account. You should work with an admin before attempting to set up your Dynamics 365 platform on mobile. Then follow the steps below:

  1. Make sure you have a supported device. You can view Microsoft’s list of supported devices here.
  2. Install the app from your preferred app store. There are options for phones and tablets on Android, Apple, and Windows devices.
  3. Once you have sufficient privileges from your administrator to access Dynamics 365, you may need to work with him or her to gain the level of security access you need for your work. Customer Data is limited based on security and entity settings.

What Administrators Need to Know About Customization Options for Mobile Dynamics 365

The ability to design once and deploy everywhere is a big advantage with Dynamics 365. Customizations to the main Dynamics 365 platform are automatically optimized and then applied to mobile apps for convenient functionality. The following are additional customizations for mobile:

  • Form customizations: Forms are already optimized for the mobile user experience, but additional customizations can be made to eliminate fields, sections, or entire tabs to allow users to focus on the most relevant data (for instance, the contact’s primary information).
  • Entity customizations: All custom entities can be enabled on Dynamics 365 for phones and tablets.
  • Visual controls customization: Users can enter data faster using visual controls in Dynamics 365 for mobile devices. Sliders, switches, star ratings, video embedding, and calendar controls are all available options that can create a sleeker experience.

Whether you’re a Dynamics 365 user or administrator, getting comfortable with Dynamics 365 mobile functionality is an important way to help your company take the next step in CRM optimization. To learn more about Dynamics 365 and implementing mobile options as part of your digital transformation, contact us today!

Dynamics 365: Relationship Insights Driven By Business Intelligence

Developing personalized, productive relationships with customers and prospects is a top priority for every organization. To help, one of Microsoft’s goals with Dynamics 365 is to merge an organization’s data and communications into a single stream of actionable intelligence that makes managing relationships across multiple systems (email, social networks, file shares, support ticketing systems, etc.) obsolete. That feature in Dynamics 365 is called Relationship Insights, and today we’re going to examine exactly how it works.

Overview of Dynamics 365 Relationship Insights

Relationship Insights’ goal is to make it easy for your users to take the right action, with the right customer, at the right time. It does so by using the predictive analytics contained in Microsoft’s Power BI tools and the Cortana artificial intelligence platform to review all the data in systems such as Exchange, Office 365, your Dynamics 365 installation and provide a single view of the overall relationship health and next steps that should happen.

What’s more, Relationship Insights integrates you users’ tasks and workflows into a single system that automatically tracks all related activities. Rather than shuttling information between different systems, with Dynamics 365 your team will have a single interface that shows the most important business activities for them to take next.

The practical implications are clear: salespeople won’t have to waste time shuttling back and forth between their email and their CRM system to find the latest version of a proposal. Support personnel will automatically see all activities taken on a recent ticket. And marketers will know which campaigns to address first without sifting through their dashboards.

Relationship Insights offers four distinct features within Dynamics CRM:

  • Relationship Analytics
  • Relationship Assistant
  • Auto Capture
  • Email Engagement

Here’s how those features work.

Dynamics 365 Relationship Analytics

Rather than guessing at the strength of a customer relationship or the likelihood of a prospect’s conversion, Dynamics 365 has added powerful business intelligence tools that put this information front and center in every interaction.

Dynamics 365’s Relationship Analytics functionality is built on several pillars: 

  • Natural language processing that evaluates the sentiment of email and other communications sent by your customers and prospects
  • A predictive intelligence that examines signals such as prospect email responses or number of lead interactions and compares them to patterns obtained from previous successful sales

With these features, Dynamics 365’s Relationship Analytics is able to automatically provide data in the following areas: 

  • Response time to customer inquiries
  • Prospect’s response rate
  • Time spent with a customer
  • Most recent customer experience
  • The percent of interactions in which a prospect reached out to you
  • Whether or not you have a positive or negative customer relationship

Dynamics 365 Relationship Assistant

Juggling multiple prospects is a challenge for every sales team. Missing important customer requests, dropping the ball on potential sales, and letting leads go untouched for too long can doom your relationship with a customer. Dynamics 365 Relationship Assistant is designed to help your prospect- and customer-facing employees stay on top of every interaction.

The Dynamics 365 interface is built on a series of actionable cards customized for each user’s specific role. For example, logging in sales team members would see things like scheduled calls, travel itineraries, and proposal due dates. Customer support representatives would find support tickets, important emails, and outage notices, all prioritized for action based on relationship health.

Users can customize the Relationship Assistant to show them exactly what they want to know to keep their schedules – and their functions – running smoothly. Even better, much of the administrative work is handled automatically by Dynamics 365, so your team can spend more time managing relationships, and less time managing email.

Dynamics 365 Auto Capture

Dynamics 365’s Auto Capture feature integrates with Microsoft Exchange to automatically track emails alongside other tasks and activities. As well, Auto Capture enables users to channel external data into Dynamics 365 in order to automatically create or update custom records without writing any code. Standard activities like emails and social actions can be created based on rules users set for their contacts and communications, and custom activities can be created as well.

Specifically, rules can be created to update records based on: 

  • Emails
  • Social activities
  • Task updates
  • Phone calls
  • Appointments
  • Service activities
  • Or custom activities

For instance, an incoming email could be automatically used to create a lead, opportunity, or incident within Dynamics 365.

Dynamics 365 Email Engagement

Dynamics 365’s Email Engagement tool has three key components Microsoft designed to enhance communication with customers and prospects.

  1. Compose and Send: In addition to letting users set up, send and track recipient activity such as opens and clicks, the Email Engagement feature allows users to schedule email sends based on business intelligence data that shows when a prospect is most likely to open their email. The feature also automatically sets reminders to follow up on unopened messages in a timely manner.
  1. Tracking and Analytics: This Dynamics 365 feature shows how, when, and where your recipients engage with your email message. Now you’ll know if your target audience is reading your emails on the go from a mobile device, or at their desk first thing in the morning.
  1. Mobile Email Application: The Dynamics 365 mobile application allows you to do things like track followed attachments, view email statistics, and monitor your activity timeline on your smartphone or tablet.

These features are just part of makes Dynamics 365 an innovative solution to both CRM and ERP needs. If you’re ready to bring a new level of business intelligence to your organization, contact IOTAP to learn more about making the switch to Dynamics 365 and putting Relationship Insights to work.

What’s New in CRM 2016?

Are you ready for 2016? Dynamics CRM 2016 focuses on maximizing customer engagement. Dynamics CRM 2015 offered a simple and seamless user experience across the application that focused on improved productivity of customer-facing employees through applications like Exchange, Excel and OneDrive for Business for easier task management. The 2016 version provides several enhancements with intelligence and mobility features, including integration with applications like BI and Office 365.

Dynamics CRM 2016 presents a unique design for you to manage all your customer-facing activities through a single experience. Toggling between different functions in Excel, writing proposals in Word, accessing documents stored in OneDrive for Business, increasing the productivity of your sales team through Delve; you can do all this and more directly from the CRM platform while improving your customer service process.

Below are some of the enhancements that are in store for Dynamics CRM 2016: If you’d like to learn more, check out a video demonstration of the new features.

New Excel Templates:

Dynamics CRM 2015 allows you to conduct analysis in Excel directly within the platform, view sales data in familiar Excel templates, get analysis and insights directly into the sales process and efficiently manage sales forecasts, eliminating time and effort required to switch between applications. In addition, it allows you to export and analyze Excel data from your mobile device with Dynamics CRM 2016 apps for tablets and smartphones.


CRM App for Outlook:

Getting key sales capabilities within the Outlook desktop and mobile browser has become more streamlined. You will be able to open documents using different applications like Word or PowerPoint on various devices like iPads and smartphones. Now, you have the option to get contextual information from Dynamics CRM delivered right in your mailbox for quick and easy review.


Improved Outlook Experience:

Harness the power of O365 Groups, in 2016, you can get easy access to Excel templates and create personalized sales documents in Word. Easily track emails and add contacts with the touch of a button from within an email. You can also generate new records to track emails through a web browser on a PC, or a mobile browser on a smart phone

Enhanced Mobile Experience:

Full offline capabilities are now available for your sales and service professionals on smartphones and tablets across all major operating systems. Quickly complete sales related activities while on the go and streamline important deals, accounts, and activities with verbal instruction to Cortana


SMS Marketing:

Build your sales pipeline and chart out your marketing activities, from planning, and execution to measuring your marketing performance. You’ll be able to create powerful SMS campaigns and integrate them with your multi-channel campaigns. Easily configure inbound SMS campaigns, send outgoing promotional SMS messages and maintain a database of your marketing contacts.


Cloud Enhancements:

Discover information that’s most relevant and interesting to you. Track documents wherever they are stored (via OneDrive or O365). You will also be able to get a list of trending documents from Delve inside CRM. View a consolidated set of documents across SharePoint, OneDrive for Business and O365 groups. Discover information that can help you with your current opportunities or accounts.

Cortana Integration:

Dynamics CRM 2016 embeds various sales activities, accounts and opportunities into Cortana to provide the most relevant information to your sales team. Get access to advanced data management and advanced analytics capabilities and improve your customer service with the Cortana Analytics Suite.


Improved Document Generation:

Build personalized sales documents with Document Generation using pre-defined Word and Excel templates with one click. Ultimately, saving you time in building documents. Automatically have CRM data from account summaries, quotes, and invoices, and product sheets extracted.

Enriched Data and Analytics:

Turn business critical data into intelligent action and achieve elevated business transformation. Obtain intelligent product suggestions for cross-selling and recommend solutions to solve customer service issues. You will also be able to gain insights into your business and efficiently predict customer needs with Azure Machine learning.

Microsoft Social Engagement:

Evaluate and drive social engagement within Dynamics CRM 2016. Easily pinpoint leads from social media and understand the social buzz around a product. You’ll instantly gain access to powerful social tools and connect with customers, partners, and prospects on various social media sites. Obtain social insights about your brand and get a true understanding of your position in the industry.


Superior Customer Engagement:

Superior customer engagement is the principal goal of Dynamics CRM 2016. By delivering end-to-end customer solutions across field service, assisted service and self-service, Dynamics CRM 2016 drives its entire focus on delivering remarkable customer experiences. Reap benefits of productivity and intelligence through a single platform to personalize experiences and have proactive and contextual interactions with customers to identify and meet their distinct needs. You can also check out the Dynamics CRM 2016 Release Preview Guide here.