Describe use cases for Dynamics 365 customer engagement apps
Dynamics 365 customer engagement apps help organizations fundamentally reimagine how they engage with customers. Organizations can create personalized marketing, sales, and service experiences using data and intelligence to improve every interaction.
There are five core Dynamics 365 customer engagement apps.
Microsoft Dynamics 365 Customer Insights:
Dynamics Customer Insights comprises two individual applications: Dynamics 365 Customer Insights - Journeys and Dynamics Customer Insights - Data.
Dynamics 365 Customer Insights - Journeys is a marketing automation application that helps turn prospects into business relationships. Whether it's creating rich and dynamic marketing content or helping you understand your leads better, Dynamics 365 Customer Insights - Journeys provides you with everything that it needs to take control of your marketing efforts. Dynamics 365 Customer Insights - Journeys is powered by Microsoft Power Platform and provides customers with the ability to analyze, target, and engage with their customers.
Dynamics 365 Customer Insights - Data can help you build a deeper understanding of your customers. Customer Insights – Data connects data from various transactional, behavioral, and observational sources into a single unified customer profile to provide a 360-degree customer view. Use these insights to drive customer-centric experiences and processes.
Microsoft Dynamics 365 Sales:
Dynamics 365 Sales empowers sellers to build strong customer relationships and close deals faster. Digital selling tools help sellers better understand which customers and sales opportunities they should be focusing on. It provides every seller in your organization with the capability to analyze, act, and automate digital selling across your organization to transform their approach to selling from the ground up. The Sales application is available in several options to provide each organization with the functionalities needed for their business:
Dynamics 365 Sales Professional: A lighter weight sales management application designed for small to mid-size businesses that need solid customer relationship and sales management capabilities.
Dynamics 365 Sales Enterprise: Enterprise grade sales and customer management solutions, providing robust, guided sales processes and automation in a digital age.
Dynamics 365 Sales Premium: The most complete sales management and engagement offering, with Microsoft’s powerful AI woven throughout, to drive significant business outcomes and performance in a sales organization.
Microsoft Dynamics 365 Customer Service:
Dynamics 365 Customer Service empowers your support staff to provide enhanced assistance to your customers. It provides you with everything needed to manage the complete end to end lifecycle of support requests reported by customers. From the initial case creation and management, to developing knowledge management solutions, Dynamics 365 Customer Service helps organizations ensure that customer issues are being handled quickly and effectively.
Microsoft Dynamics 365 Field Service:
Dynamics 365 Field Service provides organizations with the tools necessary to deliver onsite services to their customers and manage their mobile workforce. Dynamics 365 Field Service helps equip technicians with what they need to increase first-time fix rates. Dynamics 365 Field Service provides tools that help you:
create work orders
schedule and dispatch technicians
execute on work orders
manage and service assets
manage inventory and billing
Microsoft Dynamics 365 Project Operations:
Microsoft Dynamics 365 Project Operations helps project-based organizations connect sales, staffing and resourcing, project management, and finance teams in a single application. That capability helps to accelerate project delivery, and maximize profitability. It provides organizations with the tools they need to control projects using either traditional waterfall or agile methodologies. Dynamics 365 Project Operations manages resources by providing accurate information for analysis of resource allocations and utilizations. Project Operations helps organizations do the following more effectively:
Project-based selling: Organizations who sell projects can manage every aspect of the project selling process. While the sales cycle length and project costing make project-based selling different from typical product-based selling, Dynamics 365 Project Operations uses the same core sales record types used by Dynamics 365 sales to support product-based selling scenarios. This provides a common experience for organizations that might do both project-based and product-based selling.
Project management: Project managers are equipped with the tools they need to be successful managing projects tasks. These tasks include task management, project and resource scheduling, creating interactive Gantt charts and work-breakdown structures. These tools help develop accurate estimates for labor, expenses, and materials, and track planned-vs-actual consumption as projects progress. Extensive reporting tools and built-in insights ensure you understand how projects are trending and help to drive timely decisions for course correction.
Project resource management: Resource managers are equipped with the tools they need to successfully manage project resources. They can easily book resources with their project schedule assignments. Skill and proficiency repositories make it easy to identify which resources are qualified to work on different project tasks. Extensive resource management tools help you identify how resources are being assigned. This capability ensures that they're being used on the right types of projects and that they aren't being over extended.
When used alone, each application empowers organizations to manage the daily aspects related to that item. For example, Dynamics 365 Sales helps you take control of, manage, and automate the tasks related to your sales cycle. However, when combined with Dynamics 365 Customer Service, you now have a complete solution that ensures you're providing high levels of service to your customers after they're sold. Service-related events can be used to trigger sales related events to get sellers out selling to customers. Even though each application provides a specific type of functionality, they each share common elements to provide a unified experience whether you're using them separately or together.
Now that we introduced the different customer engagement applications that are available, let’s take a closer look at how the different applications can be accessed.