What is Dynamics 365?
Dynamics 365 Overview
Dynamics 365 is a comprehensive suite of business applications that cover customer-facing interactions and back-office functions. These modular applications are customizable and integrate seamlessly with other Microsoft tools.
Dynamics 365 Applications
- Dynamics 365 consists of two main categories: CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning).
- CRM includes applications for sales, service, and marketing, collectively known as customer engagement within the Dynamics stack.
- Dynamics 365 Sales manages customer relationships from leads to closing deals, while Customer Service focuses on case management and omnichannel support.
- Field Service dispatches technicians for on-site services using work order management and IoT capabilities.
- Marketing Automation in Dynamics 365 allows seamless segmentation, real-time triggers, subscription management, event registration, and complete customer journey orchestration.
Customer Data Platform - Customer Insights
Customer Insights is a customer data platform within the customer engagement concept of Dynamics 365. It unifies data from various sources to provide a holistic view of customers for sophisticated segmentation and activation.
Key Features
- Customer Insights unifies data across systems to create a single view of customers or accounts.
- The platform enables advanced segmenting including AI-based predictions and smart segmenting.
Introduction to Dynamics 365
In this section, the speaker introduces Dynamics 365 and its various applications, highlighting its seamless integration with social media, marketing applications, and customer voice surveys.
Dynamics 365 Applications
- Dynamics 365 can be linked to social media platforms like Facebook for advertising and search engine providers.
- Seamless integration with marketing applications is possible unless using Dynamics, where everything connects smoothly.
- Customer Voice feature includes a built-in survey tool for conducting customer satisfaction surveys with sentiment analysis and NPS scoring.
Finance and Operations in Dynamics 365
This part focuses on the finance and operations aspects of Dynamics 365, covering applications for managing the back-office functions of a business.
Finance System Capabilities
- The finance system within Dynamics 365 offers comprehensive financial management capabilities for organizations.
- It covers areas such as general ledger, accounts payable/receivable, cost accounting, and project accounting.
- Supply Chain Management features are also available for inventory management, production planning, distribution planning, and demand forecasting.
Additional Applications in Dynamics 365
Expanding on the range of applications within Dynamics 365 beyond finance and operations to include e-commerce, human resources management, project operations, and specialized apps for small businesses.
Application Range
- E-commerce platform integrated with the finance system is available within Dynamics 365.
- Human resources system facilitates employee management while project operations support project management functions.
- Business Central caters to small to mid-sized businesses offering finance and operations capabilities along with sales and service functionalities.
Advanced Features in Dynamics 365
Discussing advanced features like mixed reality capabilities including remote assist and guides along with intelligent order management and fraud protection within Dynamics 365.
Advanced Functionality
- Mixed reality capabilities include Remote Assist for guiding field technicians using HoloLens technology.
- Guides provide step-by-step holographic instructions while Connected Spaces offer visualization in retail environments.