Dynamics 365 (37)
For a business to be successful, it has to be able to analyze data immediately in real time, and handle the market changes while ensuring that different departments are in communication with each other.
Microsoft has developed a convenient and affordable platform that connects your business processes through Dynamic 365 and office productivity tools.
What is Dynamics 365?
Dynamics 365 is a product line of enterprise resources planning and customer relationship management applications.
Dynamic 365 is a Microsoft-based technology solution that is bringing together all aspects of your business to improve existing workflow, recognize and pursue potential and viable business opportunities and manage the current market to stay ahead of the competition.
Unprecedented levels of efficiency and communication sharing among employees
Dynamic 365 allows you to link Office 365 with other Microsoft apps like Exchange, Office Lens, One Drive, Microsoft Team, One Note, Power BI and SharePoint effectively.
For example, if you want to share a proposal you’re working on, all you do is create your proposal on Microsoft Word this way you can give the appropriate people access to edit it and collaborate on it together. Microsoft Word also allows you to share it on SharePoint or with other team member’s computer with OneDrive.
You can also take pictures with Office Lens (it allows you to take photos of business cards, whiteboard and other visual settings that might be difficult with regular applications).
It also allows you to create a communication channel for team members working together on a project through Microsoft Teams allowing team members share documents, notes, and ideas without missing the critical steps in a project.
Business productivity and communication tool
In any business, success depends on the communication flow between the finance and sales team. Unlike other application and software that are hard to program or synchronize, Dynamic 365 has a multitude of applications that allow team members to communicate effectively, increasing the flow channel and making documentation easy.
Due to the flawless flow of information using Dynamic 365, the different departments in a business are able to perform their function properly, without limiting another department.
Improved customer service
With Dynamic 365, you can streamline your customer service system through Microsoft’s AI service and support system to improve interaction with a customer, delivering fast and useful feedback, social listening and ability to empower your staff with the necessary tools to become effective problem solvers.
Other Microsoft Dynamics 365 features
As your business changes and customers needs evolve; Dynamic 365 allows companies and employees to deliver excellent customer service on the go with improved mobile experiences using ERP core functions that are capable of syncing on various mobile devices.
Microsoft’s interactive data visualization add on, Power BI allows you to improve your business by providing planning and analytical tools that are tailored for your business to transform and analyze your data.
This technology was available in the past, but it was expensive to get the systems to talk to each other. But with Dynamic 365 + Office productivity, you are able to unify your business from data to people to processes.
Watch our video below to see how you can integrate sales with Dynamics 365 Business Central & Office 365.
Dynamics 365 Mobile apps are handy tools which allow D365 users to access and update their Dynamics 365 environment from anywhere and at any time. Beyond that, customizing what is available on the mobile app is key to ensure that the experience is efficient for both the user and the organization.
A user’s security role must include the necessary permissions in order for them to successfully use the mobile app. If you have used (or copied) an out of the box role chances are high that most of these are already set, but it never hurts to check. And if you have created a custom security role, it is particularly important to confirm that the following privileges and access combinations have been configured.
1. The Dynamics 365 for mobile privilege is the first one to confirm. This privilege is in the Business Management tab of a security role within the Privacy Related Privileges section. Verify that Dynamics 365 for mobile is set to Organization.
2. Validate that the following entities have a minimum of Read access at the Organization level, by navigating to the Customization tab of a security role.
- Custom Control
- Custom Control Default Config
- Custom Control Resource
- System Application Metadata
- System Form
- User Application Metadata
3. Next go to the Business Management Tab. Verify that User Settings is set at the Organization level for Read permission, and the remainder of the privileges have a minimum of User access.
Dashboards also need to be configured for them to be available to users in the mobile app. This is easily accomplished by opening your D365 solution and within the Components area, select Dashboards. Choose the Dashboard which you want accessible from mobile devices, select Properties, then select the box to Enable for mobile, choose OK and save. Then move onto the next Dashboard, which you want available, and repeat the same steps.
You can also limit the entities, as well as form components which display in the mobile app. Navigate to you D365 solution and within the Components area, select the entity you wish to be available on the mobile app. Ensure that the ‘Enable for mobile’ box has been ticked.
Next if you wish to only show certain elements of an entity form, open the main form for the entity, and open the Tab Properties, Section Properties and/or individual field properties, and tick or untick the option for ‘Available on phone.’
Dynamics 365 is a great tool for storing your business data, but if that is all you are using D365 for, then do we have news for you! One of the biggest values of D365 is the ability to create reports gaining valuable insight from your data. These reports can be setup in a variety of ways depending on your environment and organizational needs.
Do any of the above diagrams look familiar to you? If your response is “WHAT ARE THOSE!?” then you, my friend, are missing out! All the above are reports based on D365 data. These D365 reports can be run directly from D365 which gives users ease of access to analysis of business data. There are several types of reporting options available for D365, some are out of the box, while others require a bit more work to setup. With that in mind, many organizations opt to export their data to Excel and then use Excel to create reports, when they could be using these much richer options instead.
D365 out of the box comes with report building functionality, in the form of Charts and Views. Users can setup Dashboards incorporating these components, which can help them take their first step into the world of reporting. The CRM Report Wizard allows users to build reports using filters and conditions, like Views, with a touch more functionality and flexibility over the latter options.
While these out of box options are great, they do have their limitations which is why we also provide external reporting options. SQL and XML Reports are great for generating more complex reports and documents. However, if you are looking for an option that is more robust, and intensely eye-catching, then Power BI is the way to go. Power BI is one the most powerful BI and reporting tools on the market and integrates seamlessly with D365. Power BI allows for powerful drill down capability and smart slicers to filter your data however you like.
Reports are a great way for organizations to better understand performance, and with the various report options available, you are not limited to a specific visualization type. Data can be displayed through bar graphs, pie charts, map representations, grids…just to name a few! Maximizing the reporting options is great for upper management, who want a quick, high-level representation of how the business is doing. But wait there’s more! Automated reports can be generated with a click of a button and often require no additional maintenance once they are setup, reducing time and effort and improving efficiencies.
Goal management in Dynamics 365 is a tool which provides the ability to manage KPIs in just a few clicks. You can use goals to compare targets and actuals for a defined period. And given the fact that Goals is an out of the box feature with Dynamics 365, you can set them up in no time at all. Additionally, since Goals are native to the system, they work seamlessly with workflows, business rules and other various Dynamics 365 functions.
To help you understand how goals work, consider the following scenario:
Your company sells drywall, you, as the sales manager, want to set a revenue target for the overall sales team and then targets for each individual sales team rep who will contribute to the sales team target. With the given targets you want the ability to monitor progress throughout the fiscal period.
To get the results you desire you will need to utilize a couple entities in Dynamics 365 and create a handful of records:
1. Goal Metric: this allows you to set the detailed measurement (amount or count) for the defined goals. You can create multiple goal metric records to measure different elements, revenue and number of panels sold for example.
2. Rollup Fields: the goal metric includes a section where you identify the rollup fields which will be used to track against the metric. You will define rollup fields which will be used to measure both the in progress and actual values.
3. Goal: the entity where you will define who is responsible for the goal, the metric being measured and the target. In the scenario where you are setting an overall sales team goal and then individual goals, you will create multiple goal records (1 for the overall cumulative goal, and then 1 for each sales team member).
All sales records identified will be rolled up against each sales agent’s goal, which are the child goals. Then the child goals will be rolled up to the parent goal, which is the overall sales team goal. You can then set up a dashboard with data components which display goal metrics, allowing you to sit back and monitor results as they start rolling in.
Setting up the native SharePoint integration in Dynamics 365 can greatly benefit your organization. SharePoint allows users to store files, organize them, and provide ease of access to their colleagues. One of the biggest upsides of enabling this integration is that SharePoint offers much more storage space then D365 Sales, so you do not need to worry about your D365 instance running out of storage, thereby incurring steep costs to increase storage limits.
D365 SharePoint integration allows records in D365 Sales to have their own folders in SharePoint, this ensures all files have their own place in the system. This blog will walk you through the step-by -step process on how to setup your D365 SharePoint integration.
Before you get started, ensure you meet the following criteria so the process runs smoothly.
- Dynamics 365 Sales License with System Admin Access
- Office 365 Global Admin Access
Once you have verified the requirements, log into your Dynamics 365 for Sales web client and go to the Settings tab, in the drop-down menu select Document Management.
In the Document Management screen, Click on Enable Server-Based SharePoint Integration.
This will open a pop-up window to walk you through the setup, first simply click Next to start the process.
Next select whether your SharePoint is Online or On-Premises, once done click Next.
On the next screen, enter your SharePoint site URL. Keep in mind your SharePoint should be under the same tenant as your D365 environment, once done click Next.
Once your site has been validated, click Enable and this completes your setup process.
Now that your Server-Based SharePoint Integration has been enabled, you can go back to your Document Management screen and select which entities should be enabled for SharePoint folders.
Click on Document Management Settings and in the pop-up window select the entities which you anticipate storing documents against and click Next.
On the next screen, you can define the folder structure. It is suggested that you choose Account, thereby creating the structure wherein the Account is the primary folder, and associated records fall as sub-folders beneath it. Make your selection and click Next.
Once this is done, click Finish.
That’s it! If all the steps were performed successfully you will now see a document option under your enabled entities which will allow you to store and manage files using SharePoint directly inside D365.
One of the newer modules in the Dynamics 365 family, Field Service, leverages the latest technology offered by Microsoft and combines it into one powerful solution. D365 Field Service is an integrated solution with your current D365 environment, enabling you to be field ready with your already configured environment, filled with customer data.
D365 Fields Service has tools to help organizations optimize their resources, effectively manage team members and automate work order creation to save you time and money. Field Service can even be used with IoT devices to alert you of an issue even before your customers are aware there is one.
In D365 Field Service, Work Order Management, Service Scheduling and Resource monitoring are 3 key capabilities provided by D365 Field Service.
Work Orders in D365 Field Service are records that track service jobs. Work orders can be created automatically based on set criteria from your opportunity or case records or created manually. Within a work order you can track specific incidents types, estimated time required to complete a job and create the bookings for the work orders With Work Orders stored in D365 you also can create rich reports to identify which phases of your services can be improved upon.
Scheduling Service has never been easier with D365 Field Service. With the Field Service Schedule Assistant, all you must do is specify your criteria and the system will find the best resource to get the job done. Field Service considers factors such as skill set, availability and even current location of your resources to help make the best decision possible. If you want to get even more efficient, you can setup up resource scheduling optimization to let the system handle all the scheduling for you.
Finally, Resource Monitoring gives your manager and dispatch team a 360-degree view of where all your resources are. The Field Service schedule board tracks your resources’ schedules and where they currently are based on job sites. The schedule board also displays the status of the job in different colors to easily distinguish the various statuses of jobs, from Traveling to In Progress to Completed.
There is a standard site map for all Dynamics 365 instances, but chances are the default site map does not scream ease of navigation for your organization. It is important that Users can easily find the entities they need without hunting column by column, and more importantly they see what they need to see, and ONLY what they need to see.
Dynamics 365 provides the ability to modify the standard site map without coding, allowing everyday users to easily modify the layout, making it a better fit for your business. You will need either the System Administrator or System Customizer role to perform the following actions.
To customize the site map, simply go to Settings > Customizations > Customize the System.
You will find multiple site maps under Client Extensions, there is typically one which contains all apps, and then others which are each tied to a specific app.
In this case, we are using the default one which is labeled “Site Map”.
There are three components that you can easily drag and drop to create/modify your site map. Once you have each of the components added, you can click on each one and configure the properties for each component. And if necessary you can drag and drop the components around to change their order and/or the column they display in. You can also remove components which are not needed.
1. You will need to check the Show Groups checkbox to enable the Group before dragging the Group to your site map.
2. You can choose different Types of components for a subarea, and once you choose an option, irrelevant fields in the pane will be greyed out.
Have a dashboard that is the envy of your colleagues? Created a view that would benefit your office mate? Is there a Dynamics 365 User that cannot access a record of yours and needs to, but security provisions are preventing him from doing so? If any of these apply, I encourage you to read on.
Sharing personally created views, charts, dashboards, and even records in Dynamics 365 could not be easier. Follow the steps below, and within seconds you will see just how simple it is to grant and give access to components within D365.
To Share Records:
1. Navigate to the entity that contains the records you want to share.
2. Select the records to share.
3. Click Share in the command bar.
4. Select Add User/Team.
5. Select the user or team you want to share the view(s) with.
6. Then select the level of access and click Share.
To Share Personal Views:
1. Navigate to the Advanced Find Query feature.
2. In the Look For dropdown, select the entity which contains the View you want to share.
3. Next select, Saved Views.
4. Place a check next to the view(s) you want to share and select Share in the ribbon. Note: You can select 1 or more.
5. Select the user or team you want to share the view(s) with and then select the level of access.
To Share Personal Charts:
1. Navigate to the Entity which contains the chart you want to share and select the chart.
2. Click the ellipses to display more options and choose Share.
3. Select the user or team you want to share the chart with and then select the level of access.
To Share Personal Dashboards:
1. Navigate to your Dashboards and select the Dashboard you wish to share.
2. In the command bar, choose Share Dashboard.
3. Select the user or team you want to share the dashboard with and then select the level of access.
- Dynamics 365 Sharing
- Dynamics CRM Sharing
- Dynamics 365 for Service Sharing
- Dynamics 365 Sharing Records
- Dynamics CRM Sharing Records
- Dynamics 365 Sharing Views
- Dynamics 365 Sharing Charts
- Dynamics 365 Sharing Dashboards
- Dynamics CRM Sharing Views
- Dynamics CRM Sharing Charts
- Dynamics CRM Sharing Dashboards
- Dynamics 365 for Sales Sharing
Running multiple business applications is a common practice nowadays, and it is often labor intensive or darn near impossible to make your applications talk to one another. This often leads to an awful lot of open tabs as you perpetually switch between applications updating information, or worse yet data becomes disconnected and disparate.
Microsoft has published their Business Application Platform including Flow, PowerApps and Power BI which are powerful tools that you can use to seamlessly allow your applications to talk to each other. Maybe even more importantly, these applications combine and merge the data from multiple applications, making the most out of your data.
Think of Microsoft Flow as a bridge which connects your applications and performs Actions automatically based on specified Triggers.
There are many out of the box Flow templates, built on applications used daily, which can be consumed. Additionally, you can create your own multi step Flow across several apps using supported Actions and Triggers.
Save time and invest your energy in other areas which require your focus. Let Microsoft Flow handle it, by sending you a notification about something which requires your attention, managing backend processes which up until recently were done manually, handling approvals…just to name a few. All of this can be done from the web, your phone or tablet, or even from your inbox! The functionality afforded by Microsoft Flow works with records stored in SharePoint, Dynamics 365, Tweets and over 100 other applications. The image below is just a small sample of the applications that you can connect with Flow.
DocuSign for Dynamics 365 brings all the benefits of the DocuSign electronic signature solution to your finger tips inside D365. With a seamless integration into Dynamics 365, you can access DocuSign functions directly from your form’s tool bar. Some of the key functions include the ability to sign and get signatures, track document status, and dynamically pull data from records.
The most known function of DocuSign is the ability to capture electronic signatures which are encrypted and secure, allowing for accelerated turn around on getting those all-important signatures. Consider all the sales transactions in your pipeline which are slated to close, why not simplify the process for you and your customers by providing the option to sign electronically. DocuSign takes the hassle out of the traditional pen and paper approach by allowing users to sign on any device and have it integrated back to D365.
An added benefit is that elements of your DocuSign documents can be dynamically populated from your D365 records. This is a real timesaver, eliminating the need for your team to customize the document each time it needs to be sent to a new customer. In addition to being time saving, it also eliminates human error along the way, providing you the confidence of knowing the document was sent correctly the first time.
A final noteworthy feature of the DocuSign/Dynamics 365 integration is the ability to track the progression of your email and document. This level of transparency provides 100% visibility into the entire process, affording you piece of mind every step of the way.
Ever find that two or more of your Dynamics 365 contacts are related and want a quick way to record that relationship? Or have a Contact that is related to an Account record even though it is not directly associated? Well look no further because we have your answer.
Connections in Dynamics 365 are a great way to link records together without any hassle. Sometimes you may want a quick way to link records together without having to spend hours coming up with a custom solution to satisfy this everyday requirement. Connections is your answer for that, whether it be linking records of the same type or of completely different record types.
To connect two records together, all you need to do is click on the Connect button in the tool bar.
This will open the new connection window.
From here, lookup the record you wish to connect to by clicking the name field and then selecting search for more records.
Once the Lookup window opens, find the record you wish to connect to by adjusting the Look for and Look in settings. You can use the search feature to help you narrow down items in the list.
Once you have located your desired record, select the record and click add.
Once the connect to record has been added, choose the relationship (role) which associates it to the current record. You may add additional details in the description field to further describe the relationship.
Once all the information has been added, hit save and close to create the connection.
To view Connections which have been associated to a record, click the down arrow next to the record name in the command bar, and select Connections.
Are you juggling two CRM systems because you have an overwhelming amount of data in your existing system, and you do not even know where to begin as you make the transition to Dynamics 365? Data importing aside, is a bigger concern loss of data and/or data integrity? Or do you have salespeople attending events and need a quick and easy process for getting all the data which has been gathered into D365?
Your search is over. Importing data is an important task you will need to perform at one point or another. Whether it be when your Dynamics 365 environment goes live or later when you need to bring in data which has been collected in another application. No matter how you slice it, the need will arise! You can import data into standard and customized fields of out of the box and custom entities in Dynamics 365. Not only that, you can also include related data, such as activities and notes. To assure data integrity, you can enable duplicate detection to prevent importing duplicate records.
A few pointers as you prepare your data for import:
Export data from your existing system in one of the following formats: comma-separated values (.csv), XML Spreadsheet 2003 (.xml), Compressed (.zip) or text files. Or save an Excel file, which has had data entered into it, as a .csv or .xml.
Once you have your raw data ready, the next thing you need to do is to prepare your data import template. There are a handful of ways to create a template for your data import into Dynamics 365.
1. Use Preconceived Templates. Go to Settings > Data Management > Templates for Data Import > Find the template for the entity you want to perform a data import for.
2. Create an Advanced Find Query. Perform an Advanced Find query, add the necessary columns, and then Export to Excel. Once exported replace the existing data with your own data.
3. Use an Existing Entity View. Navigate to the desired entity, select your preferred view, then select Export to Excel from the command bar. Once exported replace the existing data with your own data.
4. Create Your Own Template. In Excel, create your own template by adding column headers, which represent field names.
Once you have the template ready, you can copy and paste your data into the template. Be careful, Dynamics 365 is picky on formatting, make sure you paste as plain text.
Now you are ready to import your data. Go to Settings > Data Management > Imports and from the navigation area choose Import Data.
Browse to the location where you have saved the file, and select Next. On the next screen, confirm that the file is correct and select Next again.
Choose to have the system map the data automatically, the first selection in the list. Conversely, you can also use a Customized Data Map. After making your selection, select Next.
Choose the entity that you are mapping to.
The system will detect the fields. Verify that they match as you intended. For any fields that do not map automatically or are flagged, select the field that you want to map it to, or if needed, create a new field at that time. Once completed, select Next.
Verify the import file again and select Next.
On the next screen make your desired selections. To save the data map you have created, to use in the future, enter a descriptive name in the Data Map Name field shown below. Select Submit to execute the import. You can check the status of the import or view errors by navigating to Settings > Data Management > Imports.
Did you know that there is an auditing feature which comes standard out of the box with Microsoft Dynamics 365? All you need to do is enable and configure it to your needs and going forward all enabled actions will be logged. Auditing allows organizations to easily track high level record changes, granular field level changes, and user log in within the system.
By default, auditing is not turned on in Dynamics 365, so if you are interested in this feature you will need to enable and configure your auditing preferences. D365 provides the flexibility to enable/disable auditing at the organization, entity and attribute levels. It is worth mentioning that to audit at the field level, auditing must be enabled for the organization and the entity.
Enable auditing at the organization level
1. Auditing setup is under the Settings Tile. Click on Auditing and go to Global Audit Settings. To enable auditing, if not ticked already, tick the box Start Auditing.
2. After either ticking the box to start auditing or confirming it is ticked, you will then need to choose specific entity categories that you want to enable auditing for. In this step, you are simply defining the entity clusters, you will still need to enable auditing for each entity you want to audit within the grouping. Do note that as you hover over each group, a tooltip appears which defines the included entities.
Enable auditing at the entity level
To enable auditing at the entity level, go to Settings > Customizations > Customize the System. Expand the Entities tab and select the entity that you want to turn on auditing for.
The Auditing checkbox is unchecked by default for all entities, once checked, you will be prompted that all fields in the entity are enabled for auditing. If you don’t want a field to be audited, you can either disable auditing on a field-by-field basis or mass select fields and edit their audit setting (enabled or disabled).
Check auditing history
Audit history is stored under each record, you can simply open a record in Dynamics 365 and click on the drop down beside the record on the top navigation bar. You will be presented with an “Audit History” where you can view all audited data changes.
You can also access a summary of all audited data by navigating to Settings > Auditing > Audit Summary View.
The ability to retrieve and display the audit history is restricted to users who have certain security privileges: View Audit History and View Audit Summary. There are also privileges specific to partitions: View Audit Partitions and Delete Audit Partitions.
The following list identifies the data and operations that can be audited:
- Create, update, and delete operations on records
- Changes to the shared privileges of a record
- N:N association or disassociation of records
- Changes to security roles
- Audit changes at the entity, attribute, and organization level. For example, enabling audit on an entity
- Deletion of audit logs
- When (date/time) a user accesses Microsoft Dynamics 365, for how long, and from what client
What if your most depended upon customer service rep leaves the company and no one else on the team has the level of knowledge he had on various topics? Or at the most granular level, wouldn’t it be incredibly useful if canned suggestions surfaced when opening a service case for a customer?
There is no reason to spend excess time and money researching and troubleshooting the same (or similar) issues repeatedly. Plan ahead and build a knowledge base which withstands the test of time (and turnover) and is shareable both internally and externally.
Knowledge Articles in Microsoft Dynamics 365 provide the ability to create articles with versioning and translation functions. Building a base of Knowledge Articles allows Customer Service Reps to reference and utilize the information to deliver accurate and consistent information to customers, while following the organization’s processes.
By providing access to the article directly from a Case record, the rep can link the article to the case, thereby documenting its inclusion as a step for resolution. Not only can the rep use the information as an assist to themselves, they can opt to share the article with their customer, who may prefer to “do it themselves.”
Knowledge Articles not only benefit reps, who now have answers at their fingertips, those that administer the articles also have something to gain. Analytics are measured which provide article insights for content managers. A couple key stats are how many views each knowledge article has, and the Cases which have been associated to the article. These statistics allow administrators to not only evaluate which articles provide the most value, but ultimately it may provide intel into where there may be a bigger issue which needs attention.
It is worth mentioning that the topic discussed herein is an updated feature which has gone through a handful of iterations throughout the years with Microsoft Dynamics CRM. This most current version introduces some major improvements and enhancements over previous iterations. Do note, that while you can continue to use the legacy Knowledge Base Articles, it is good practice, and a Microsoft recommendation, to transition to the Dynamics 365 Knowledge Articles, as they provide improved capabilities and translation support. Microsoft has confirmed that the legacy Knowledge Base Articles will be deprecated sometime in the near future.