Microsoft Dynamics 365 CRM – Functional Areas

Sales Marketing Customer Care

• Leads • Planning
• Cases
• Opportunities • Budgeting
• Contracts
• Communication • Marketing Lists
• Resource Mgmt.
• Database • Campaigns
• Scheduling
• Process • Tracking
• Knowledge Base
• Reporting
Microsoft Dynamics 365 CRM – Sale Process
Microsoft Dynamics 365 CRM – Marketing
Microsoft Dynamics 365 CRM – Deployment Options

On-Premise Online/Cloud Partner Hosted

Microsoft Dynamics CRM

You home for Marketing and Sales

 Quarterly Sales
6

Microsoft Dynamics 365 – Sales 2

0
January April August December

Company A Company B Company C

Microsoft Dynamics 365 CRM – Sale - Dashboard
Sales - Accounts
Sales - Contacts
Sales - Leads
Sales – Leads – Leads with Different Statuses
Sales – Creat New Lead
Sales - Opportunity
Sales – Create Opportunity
Sales – Order Details
Sales –
Sales – Invoice Create Invoice
Sales – Invoice Create Invoice
Sales – Products
Sales – Products – Product Details
Sales – Add Product
Campaign through Email
Campaign through Email
Create an Email Template
Create an Email Campaign
Setting Up an Email Template
Integration with Email
Tight integration between CRM and Outlook ensures that all teams can manage emails,
schedule appointments, capture customer discussions and much more within a familiar
interface.

 With Microsoft Dynamics and Outlook you can:

 Automatically link Outlook emails to associated CRM records including contacts and opportunities
 Create personalized CRM views in Outlook
 Access all CRM end-user functions in the Outlook interface
 Open CRM records from any linked Outlook email
 Rely on the familiarity of Outlook to reduce training costs & gain rapid user acceptance
Integration of Dynamics CRM with Outlook
Microsoft Dynamics 365 CRM – Customer Service - Dashboard
Microsoft Dynamics 365 CRM - Dashboard
Microsoft Dynamics 365 CRM – Customer Service - Activities
Microsoft Dynamics 365 CRM – Service - Activities
Microsoft Dynamics 365 CRM – Customer - Accounts
Microsoft Dynamics 365 CRM – Customer - Contacts
Microsoft Dynamics 365 CRM – Service - Cases
Microsoft Dynamics 365 CRM – Service – Create New Case
Microsoft Dynamics 365 CRM – Service – Case Details
Microsoft Dynamics 365 CRM – Service – Case Details
Microsoft Dynamics 365 – Voice of Customer
Survey

“Engaged customers are usually better advocates of the brand, are

more loyal and more profitable.”
Voice of Customer Survey - Features

Voice of the Customer (VOC) features:

Surveys with a variety of questions and formats

Themes that can be designed to follow your companies color guidelines
Scoring that is predefined or can be modified for your needs
Personalization for specific customer or user
Feedback that can be tracked and reported on
Follow ups automatically generated based off feedback or scores
Voice of Customers
Create a New Survey
Create a New Survey – Default Template
Create a New Survey – Designer Template
Create Customer Response
Create Customer Response
Microsoft Dynamics 365 CRM – Service – Case Details
Microsoft Dynamics CRM – Service – Customer Complains

Record every case

History of customer contact is important; they will remember it and you
should be aware of it. History is the catalyst for change, be that in product or
processes. To improve the quality of your offering you will have the facts at
hand to make a considered judgement of what changes need to be made,
how quickly and the cost of not doing so.
Track/monitor complaints
Recording every time your client’s contact you on each issue as it is a true
indication of the level of pain that your customer is having if you cannot
resolve it quickly. The urgency of your client can then be matched to the time
and resources you need to place on solving the problem.
Microsoft Dynamics CRM – Sales – Customer Complains

Escalate cases effectively

If a problem cannot be solved immediately, escalation procedures need to be in place
that will quickly provide an answer or a pathway to resolution. In this case, your internal
processes must be well defined and automated through the system. Monitoring the
situation and automatic further escalation keeps problem resolution in the spot light.
Just where you client’s want it to be.
Provide resolutions quickly
Having a problem is inconvenient to both you and your client. However, the speed at
which you resolve a problem, your understanding of the affect this is having can often
influence the perception of your products and brand for each client. They will talk about
how quickly you respond and resolve issues and this have a very positive affect.
Complain Management
Microsoft Dynamics 365 – Voice of Customer
Survey

“Engaged customers are usually better advocates of the brand, are

more loyal and more profitable.”
Microsoft Dynamics 365 CRM – Customer Portal

Dynamics CRM Customer Portal brings a unified point of interaction for customers to connect
with you for their complaints, questions, inquiries and requests:

 It offers you a wide array of business tools to better your relationship with customers.

 Dynamics CRM - Customer Portal expedites your operations and brings an unmatchable
efficiency with its seamless functioning.

 Step beyond the “Between the Office Timings” approach and empower your customers with
mobile app to raise tickets anytime and anywhere.

 User-friendly interface that delivers superior user experience with simplicity.

 Maintain your CRM contacts as portal users and documents in useful formats.
Microsoft Dynamics 365 CRM – Customer Portal

Dynamics CRM Customer Portal brings a unified point of interaction for customers to connect
with you for their complaints, questions, inquiries and requests:

 It offers you a wide array of business tools to better your relationship with customers.

 Dynamics CRM - Customer Portal expedites your operations and brings an unmatchable
efficiency with its seamless functioning.

 Step beyond the “Between the Office Timings” approach and empower your customers with
mobile app to raise tickets anytime and anywhere.

 User-friendly interface that delivers superior user experience with simplicity.

 Maintain your CRM contacts as portal users and documents in useful formats.
Microsoft Dynamics 365 CRM – Customer Portal – User Accessibilty

 Admin can create a user and give

them an access to the portal
settings so that they can handle
responsibilities independently and
reduce your workload.

 You can assign these users with the

rights to make several portal
configurations. As a part of these
settings, user can change
module/page layouts,
enable/disable portal users and do
much more...
Microsoft Dynamics 365 CRM – Customer Portal - Quotes, Knowledge