Dynamics 365 Flashcards

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Dynamics 365

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Dynamics 365 Customer Engagement

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Dynamics 365 CRM (or Dynamics CE – Customer Engagement) - our key focus!

Link: Dynamics 365 CRM overview I UDS presentation.pptx

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t's a set of 5 modules that gives companies a comprehensive view of customer relationship: Sales, Customer Service, Customer Insights, Field Service and Project Operations.​

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Each module has its own basic functionalities plus opportunities for advanced custom development.

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Our Dynamics 365 services

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Quick Start packages

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Quick Starts are designed to offer a ready-to-go CRM solution for different businesses.

- Our clients can get turnkey settings for your CRM in just 3-5 weeks! The clients can have their Dynamics CRM fully operational in a short period of time, equipped with everything needed (only essential features) for a successful launch.

- With our pre-configured settings and best practices, there is no need for a big project budget.​

• - After the implementation, we onboard the client's team and provide ongoing support. Further customization and advanced development can ​come later, as needed.​

• - Each Quick Start is built for scale, ease of use, efficiency, and further growth.​

Link: UDS Quick Starts.pptx

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4 Dynamics 365 Quick Starts

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Dynamics 365 Customer Service

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Microsoft Dynamics 365 Customer Service. Quick Start

PDF: UDS D365 Customer Service

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Customer Service delivers personalized support through omnichannel engagement and service level agreements (SLAs), ensuring a consistent experience across self-service, case management, knowledge management, and AI.​

Our clients can significantly optimize and scale their customer service management with minimal resources, lowering service costs, automating all their service processes, and visualizing key customer service statistics.

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Key functionalities:

- Case management

- Knowledge management

- Basic omnichannel engagement and activities

- Service Level Agreements (SLAs) and entitlements (define response and resolution times based on customer or product entitlements)

- Routing with intelligent work distribution

- Activities

- Analytics

- Integration with Microsoft 365

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Advanced capabilities:

• - Portal development​

• - Omnichannel management​ and Dynamics 365 Contact Center

• - Customer Service Insights​

• - Automated Case Routing ​

• - Unified Service Desk​ / Customer Workspace

• - Integration with Power Platform or ERP system​

• - Integration with other Dynamics 365 modules​

• - Booking and Scheduling integrations​

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Dynamics 365 Sales

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Microsoft Dynamics 365 Sales Quick Start

PDF: UDS D365 Sales.pdf

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Sales module was designed to build strong relationships with clients, automate sales processes and close deals faster.

Our clients can manage the entire sales lifecycle from lead generation to opportunity management and forecasting. They can optimzie repetitive tasks with workflows, sequences, and automated follow-ups. Plus, it's possible to use real-time pipeline tracking, quota management and revenue forecasting with smart AI Sales insights.

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Key functionalities:

- Contact and Account Management

- Lead Management (capture, track, and qualify leads from multiple sources)

- Opportunity Management (track qualified leads and deals through customizable sales stages in your pipeline)

- Pipeline Management

• - Product and Price Management

• - Quote, Order and Invoice Management

• - Dashboards

• - Integration with Microsoft 365 tools

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Advanced capabilities:

• - Custom fields, workflows and dashbosrds

• - AI Sales Insights and Forecasting

• - Advanced lead scoring

• - Advanced sales automation

• - Integration of lead's origination from other resources

• - Portal development​

• - Integration with Power Platform or ERP system​

• - Integration with other Dynamics 365 modules

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Dynamics 365 Marketing

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Microsoft Dynamics 365 Customer Insights (Marketing)

PDF: UDS Marketing (Customer Insights).pdf

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Dynamics 365 Customer Insights – Journeys (formerly, Marketing) delivers a robust set of tools designed to enhance your marketing strategy.​

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It offers extensive opportunities and advantages for leveraging real-time features and crafting personalized marketing campaigns within a unified, adaptable environment.

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Key functionalities:

- Email marketing

- Segmentation

- Customer journeys

- Marketing forms and pages

- Analytics and dashboards

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Advanced capabilities:

• - Custom fields, workflows and dashbosrds

• - A/B testing and data-driven optimization​

• - AI implementation ​

  - Event Management​

• - Advanced Lead Management

• - Integration with external apps​

• - Integration with Power Platform​

• - UTM tracking​

• - Customer Voice integration​

• - Integration with other Dynamics 365 modules​

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Dynamics 365 Field Service

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Microsoft Dynamics 365 Field Service | UDS Systems

PDF: UDS D365 Field Service.pdf

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It is a comprehensive business application designed to help organizations deliver onsite service to customer locations. It combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when onsite with customers fixing issues.

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Functionalities:

- Work Order Management

- Resource Management

- Asset Management

- Case Management

- Basic Inventory Management

- Scheduling

- Mobile Field Service

- Analytics and reporting

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Advanced capabilities:

• - Custom Resource scheduling solutions​

• - Routing and Maps​

• - Booking solutions and calendars​

• - Guides and assistance solutions for field technicians​

• - AI-driven analytics and insights​

• - Integration with Dynamics 365 modules​

• - Purchasing and returns capabilities​

• - Data connectors between Field Service and other systems​