1. The Assistant<\/h2>\n
The assistant (formerly known as Relationship Assistant) is part of Microsoft\u2019s Embedded Intelligence and Dynamics 365 Sales Insights. Acting as a virtual guide, the assistant<\/a> uses AI algorithms to understand user preferences and analyze past interactions.<\/strong><\/p>\n Located on the navigation bar and configurable on forms, the assistant presents actionable insight cards throughout the application to help you stay on top of your day, work more efficiently, and, perhaps most importantly, drive sales.<\/p>\n Over time, the assistant provides more personalized insights based on your past interactions. Below are a few examples of common insights the assistant provides:<\/p>\n The assistant is ready to use, and you can enable it on day one with out-of-the-box (OOB) logic and functionality that covers various common use cases for notifications and reminders. You also can create custom assistant cards to drive action on specific activities related to your organization\u2019s processes.<\/p>\n https:\/\/learn.microsoft.com\/en-us\/dynamics365\/sales\/media\/assistant-widget-navigation-bar.png<\/p><\/div>\n Do you ever wonder if your prospects open your well-crafted and impactful emails, click embedded links, or view attachments? Email engagement lets you easily see and analyze your customer\u2019s interactions with your email messages. This feature allows organizations to gain better insights into the effectiveness of their email campaigns and optimize their email strategies and targets.<\/p>\n Once you enable this tool, users can select the emails they\u2019d like to track and quickly see various KPIs on the success of sent communications. You can do this within the Dynamics application or from Outlook if Dynamics Outlook integration is in place. It\u2019s important to note you can only select emails sent from Dynamics 365<\/a> for email engagement insights.<\/strong><\/p>\n Not only are you able to track the results of your emails, coupled with the assistant you can drive action and receive notifications to ensure your interactions are streamlined and effective.<\/p>\n An Omnichannel for Customer Service feature, smart assist is an intelligent bot designed to guide the conversation and resolve support cases more quickly by providing real-time recommendations as it interacts with customers.<\/p>\n Simply enable the productivity pane and use one of Microsoft Dynamics AI capabilities. Examples of use cases for smart assist in the context of customer service include:<\/strong><\/p>\n https:\/\/learn.microsoft.com\/en-us\/dynamics365\/customer-service\/oc-view-ai-suggested-cases-articles<\/p><\/div>\n If your organization stores documents in your Dynamics 365 CRM database, be sure to enable SharePoint. This native Microsoft integration allows for seamless document management, collaboration and content sharing experience.<\/strong><\/p>\n The SharePoint<\/a> integration enhances productivity and provides a scalable and secure repository for documents without negatively impacting Dynamic\u2019s file storage limits, which can lead to increased costs and poor system performance.<\/p>\n When you enable SharePoint integration, you can create, upload, view and delete documents from the Dynamics application. However, the documents \u201clive\u201d in SharePoint. One thing to keep in mind is that users will need permissions to the SharePoint site used in the integration setup.<\/p>\n Another native integration, Microsoft Teams<\/a>, allows users to seamlessly access and interact with Teams features directly from Dynamics 365<\/a>. Once enabled, users can collaborate in real time on leads, opportunities, contacts, accounts, and other records, as well as share documents.<\/p>\n Teams\u2019 collaboration capabilities are expansive and involve various features. Microsoft recognizes that managing various tools can be difficult for users, so we\u2019re seeing a heavy focus on integrating tools and functionalities that will enable users to work on tasks from a single application.<\/strong><\/p>\n Some of the Teams collaboration capabilities available include:<\/p>\n One of the most-used native integrations, Dynamics 365 App for Outlook<\/a>, allows you to work from Outlook without opening a separate browser for Dynamics 365. You can easily track emails, appointments, and tasks between Outlook and Dynamics with a single click. Dynamics 365 App for Outlook is arguably one of the most beneficial integrations we see our clients leverage.<\/p>\n Tracking customer interactions with Dynamics makes it easy to streamline handoffs and collaboration, as well as see a history of communications for your customers to deliver the best customer service.<\/strong><\/p>\n The synchronization setup is flexible, allowing you to sync as much or as little of your interactions as you would like.<\/p>\n Once enabled and configured, the LinkedIn Sales Navigator integration<\/a> lets you view LinkedIn member and organization profiles directly in Dynamics from your lead, opportunity, contact and\/or account forms. You can quickly see organizational information, view insights to optimize sales activities and see connections to help make introductions.<\/p>\n Aside from viewing profiles, you can track all communication like your InMails and messages in Dynamics, which you can then use in customer insights and analytics<\/a> to nourish relationships and prioritize opportunities.<\/p>\n LinkedIn Sales Navigator in Dynamics centralizes customer information and enriches your records, giving your teams as much context and detail as possible.<\/p>\n Configurable within the Power Apps maker portal, this new feature allows users to \u201croll up\u201d notes to the timeline on their related records. Previously, only activities with the ability to set regarding, such as emails, phone calls and appointments, would roll up to their associated records while notes and posts would stay static on whatever record it was posted in originally. Now, for example, you can display a note added to a lead on the qualifying opportunity, parent account or parent contact, allowing for a full 360-view of the customer.<\/p>\n You can read more about this functionality in the Microsoft Documentation for this feature<\/a>.<\/p>\n Visual inputs are a fun and easy way to freshen up your CRM environment and improve the user experience. Within the Power Apps maker portal, administrators can easily add controls to form fields to allow data inputs by interacting with visualizations.<\/p>\n For example, we added several inputs to our demo environment:<\/p>\n Input Controls Available Include<\/a>:<\/p>\n Unified Routing<\/a> is supported through Omnichannel for Customer Service<\/a>. This intelligent tool can route records and automatically make case assignments. When unified routing is enabled, you can configure complex work assignment requirements and build intuitive routing rules to help connect customers to the agent best suited to meet their needs.<\/p>\n Unified routing alleviates the manual effort of reviewing your agent\u2019s availability, skillset, and more so customers can quickly receive assistance and resolve their issues.<\/p>\n These combined features make Microsoft Dynamics 365 one of the most intelligent and comprehensive CRM solutions available, especially as you customize it to best use your investment. If you haven\u2019t started customizing your CRM, consider the above integrations to take advantage of the full power of your Dynamics platform.<\/strong><\/p>\n\n
![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/Microsoft-Dynamics-CRM-Charts-and-Graphs-.jpg\")
<\/a>2. Email Engagement<\/h2>\n
![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/Microsoft-Dynamics-365-Email-Enagement-Inquiery.jpg\")
<\/a>![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/D365-Email-Engagment-Opened-Email-Timestamp.png\")
<\/a><\/p>\n3. Smart Assist AI-Suggestions<\/h2>\n
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![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/D365-Smart-Assist-New-Conversation.jpg\")
<\/a>4. SharePoint Integration<\/h2>\n
5. Team Collaboration<\/h2>\n
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![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/Microsoft-Dynamics-365-Sandbox-New-Client-Sales-Process.jpg\")
<\/a><\/p>\n6. Outlook Integration<\/h2>\n
7. LinkedIn Sales Navigator<\/h2>\n
8. CRM Notes Rollup, Timeline Control<\/h2>\n
9. Visual Field Inputs<\/h2>\n
![\"Centric](\"https:\/\/centricconsulting.com\/wp-content\/uploads\/2023\/08\/D365-Employee-Benefits-Integration.jpg\")
<\/a><\/p>\n\n
10. Unified Routing<\/h2>\n
Dynamics 365 is a Comprehensive, Intelligent CRM Solution<\/h2>\n