Dynamics 365; What’s new and what’s not Marius Agur Pedersen Fredrik Sætre

Sales Keep track of your customers and your customer interactions Define Business Process Flows that supports your sales process Manage goals and rollup goals Reporting, now with PowerBI visualizations Synchronize your contacts, email, tasks and appointments Go mobile, online or offline Marius Agur Consulting

Customer Service Define entitlements and SLAs Advanced case management Queues Knowledge Base Routing Scheduling Interactive Services Hub Marius Agur Consulting

Project Service Automation Added through Appsource Handle projects inside MS Dynamics Resource and billing management Integration with MS Exchange, consolidated resource management with Field Service and appointments Integration with Office Project Templates support Marius Agur Consulting

Field Services Used to be Field1, bought by Microsoft and is finally streamlined into MS Dynamics Generally available the last year in EMEA Schedule multiple items for reoccurrence Fully integrated with Project Service Automation for scheduling Marius Agur Consulting

Connected field service IOT + CRM = true Failure/service prediction Operational overview Historic events and reporting Azure IOT Hub, Stream Analytics Marius Agur Consulting

Portal capabilities Multi-language support, also with Asian localizations (multi-byte chars) Self-help portal with Knowledge Base integration (with access levels) Project Service Automation and Field Service integration Many improvements in the partner portal Partner collaboration Recruitment and onboarding Locator functionality Deal registration and protection Marius Agur Consulting

Business Apps Sales, customer service, field service and project automation Must be activated to be available in the user interface Displayed apps are a combination of licensing and security roles Marius Agur Consulting

Manage solutions Microsoft Solutions can be enabled through the Dynamics 365 Administration Center Traditional solutions, now named Business Apps, are activated here ISV solutions are available for purchase and download through AppSource Preview solutions are available from System Settings -> Previews Marius Agur Consulting

Dynamics Apps Create your own Dynamics App Site map designer Available from Settings, Customizations and Navigation bar Is a Dynamics customization Can be included in a solution Access can be limited to teams Will be packaged and sold on AppSource Marius Agur Consulting

Voice of the customer Survey solution Azure services back-end Template support Responses are stored in MSDYN365 XML import option Marius Agur Consulting

PowerApps + Flow Enables drag-and-drop like creation of applications and integrations Supports many online services out-of-the-box (including 3rd party) Support for the Common Data Model PowerApps are targeted at mobile (phone and tablet) devices Marius Agur Consulting

Editable grids Added as a control in the entity customization Allows for in-line editing Supports javascript and business rules Marius Agur Consulting

Office 365 groups Shared workspace for collaboration Email Discussion Documents Notes Enables both internal and external users to view and contribute Guest users requires Microsoft account Connector from O365 to MSDYN365 Marius Agur Consulting

Dynamics 365 App for Outlook Combine with Server Side Synchronization Auto Capture Analyze inbox directly in Exchange Relationship assistant provides additional insight Recommendations on content template, followed emails, and delivery scheduling Marius Agur Consulting

AppSource https://appsource.microsoft.com Filter by product Find and try solutions Find recommended partners Publish your own solutions Marius Agur Consulting

Coming features Dynamics 365 for phones and tablets Concurrent business processes (December update) Data Loader, currently in preview in North America Financials, also known as Project Madeira. Available in North America Cognitive services, currently in preview in North America Marius Agur Consulting