Dynamics 365 is subdivided into various modules, which can be used separately. The Sales module, along with the Customer Service and Field Service modules are intended to serve as the core functions of successful Customer Relationship Management (CRM). All modules can be operated via the usual channels. They can be accessed on a PC or notebook via any browser or using the free Outlook Client. They can also be operated on a tablet or smartphone using the free app provided.

Sales

The Sales module forms the basis for the CRM functionalities and includes all objects and functions for the realisation of a successful sales process.

Here you are always provided with a 360° view of the customer, with all historic and planned elements such as telephone calls, emails, sales opportunities and orders. Several dashboards are provided to make all this information available at a glance. The user has the ability to create dashboards himself and to define the dashboard which is the most relevant to him as the standard dashboard.

How to use the CRM modules in Dynamics 365-Screenshot 1

The standard sales process begins with lead management. Here a lead is enriched with the required data so that it can be automatically converted to an account, a contact or a sales opportunity. Out of the sales opportunity offers can then be created, with various versions possible. If the customer accepts one of these offers, an order is generated which can later be used to initiate invoicing once it has been fulfilled.

How to use the CRM modules in Dynamics 365-Screenshot 2

In order to support or guide the user, the lifecycle of the sales process is shown as a graphic representation, by means of a business process banner. Here the various milestones are shown, with any necessary information. With this business process banner, the user can concentrate on what is important and complete his work more quickly.

Customer Service

The Customer Service module includes all objects and functionalities required for successful case management. Cases can be created from CRM activities, such as telephone activities, emails etc. It is also possible for cases to be created via a customer portal, directly in Dynamics 365.

Regardless of how a case is created, an existing Service Level Agreement (SLA) will always be consulted. It defines the customer for which it applies and how the maximum response and resolution time is calculated. It also contains information as to what should happen if the response or resolution time may be exceeded or indeed is exceeded. In such cases it is defined whether, for example, a reminder email should be sent to the handler, a reminder task should be created or whether the case should be assigned to another employee.

How to use the CRM modules in Dynamics 365-Screenshot 3

Once the data has been transferred from the SLA to the case dataset, the case can be resolved in accordance with a defined business process, incl. milestones.

Predefined dashboards are provided to make sure that the user, as well as the Service Manager, have an overview of the cases at all times.

How to use the CRM modules in Dynamics 365-Screenshot 4

Field Service

The Field Service module includes all objects and functionalities required for the successful management of service employees in the field. It enables the schedulers to assign the employees to current work tasks, e.g. by using a planning board.

How to use the CRM modules in Dynamics 365-Screenshot 5

The Field Service module enables the scheduler to consider the calendar and the field employee’s capacities when scheduling, as well as their location including travel times. If an appointment is created or amended, then both the field employee and the customer will be automatically notified of the agreed or amended date and time.

The field employee is able to get thoroughly informed regarding the issued work order and the customer prior to the meeting. If the work order is complete, he has the ability to record his report and expenses directly in the completed work order.

Peter Kolvenbach
Business Consultant at AlfaPeople | + posts