Is your company considering upgrading to CRM 2015 as part of its New Year's resolution? Worried that time and training would not be worth the transition from your existing CRM? Well, your company will be happy to know that with the upcoming release of CRM 2015, many users will find key UPDATES made to CRM 2013 rather than face an entirely new system! Consider the benefits!

CRM 2015 delivers powerful updates to its sales tools! As the following features demonstrate, your company will benefit from the system’s capabilities of producing faster and higher profits!

Sales Hierarchies

Running a well-oiled support desk is not for the faint of heart. There are so many moving parts…Does the customer have a support agreement? Does the contacting party have authority to open a support ticket against the agreement? What is the issue? Is the issue covered under the support agreement? What is the expected turn-around time? How does this relate to its priority in the queue? Which support resource should be assigned the ticket? Is the support resource staying on top of the ticket? 

Did you know there is a whole area inside your Dynamics CRM environment that is fitted with tools to manage your support operations? It is neatly tucked away in Settings under Service Management and contains a slew of menu items to manage the many facets of the support process. 

Through the combined forces of Service Level Agreements (SLAs) and Entitlements you are armed with a pairing which allows for a flexible support model. SLAs offer variable levels of support, with varied turnaround times and price points, while Entitlements allow you to define the variable by which support is measured (time vs count), who can open support tickets against the agreement, the products/services covered under the agreement, and the channels by which a support ticket can be submitted.

Depending on how support tickets are received, Automatic Case Creation & Update Rules may prove to be a mighty ally. This feature automates the process of creating/updating records based upon predefined settings and conditions. One such condition is whether an Entitlement exists for the submitting customer. Take your automatically created cases, and make use of Routing Rule Sets, which read the properties of the Case and route the records to your various Support Queues to be picked up by your Support Resources to be worked on. It is worth noting that Routing Rule Sets can also be applied manually if your support tickets reside in a “bucket” for assignment.

For in depth details about Service Management, tune into this webinar.

Being part of the help desk support team affords me the opportunity to learn about little idiosyncrasies in Dynamics CRM. And I like to pass along these sweet nuggets to our loyal blog readers in case you find yourself in a similar pinch.

Have you ever wanted to add ‘Company’ to an existing Lead view, and the field is nowhere to be found?

In order to see the field, you need to perform a bit of trickery…

ü  Choose any other entity from the ‘Record Type’ dropdown,

ü  Then switch back to the Lead entity

MS Dynamics 365 for Sales vs Salesforce | Learn more about Dynamics 365 for Sales features

It's a big misunderstanding that if you just buy and implement a CRM system, it will immediately boost your revenue. Getting a CRM system on board, is just the tip of an iceberg. Below are three tips on how to get the most benefits from your CRM system:

Accurate Data is a Key

You may have the fanciest features in your CRM system, but they won't get you any useful insights, once your data isn't accurate. Make sure that the process of data input is easy, quick and clear, so your employees will be motivated to provide your CRM system with accurate information.  

Customize it

The tremendous success of our Dynamics GP Interactive Demo has shown that users are looking for a way to evaluate systems on their own,  utilizing an expert’s guidance of course.

This is the reason why WebSan Solutions has decided to develop in addition to it a new Microsoft Dynamics CRM Interactive Demo and offer it to users for free. This is basically a Free Forever Trial that will allow users to input information on their own, get familiar with the system’s main functional areas, such as Sales and Service as well as experience the Dynamics CRM system from different roles.

The Dynamics CRM Interactive Demo will give you a 360 overview of the various system capabilities without the hassle of setting up complicated trials. All you have to do is download the demo and start experimenting with it!

After completing the demo, WebSan Solutions offers Microsoft Dynamics CRM licenses starting as low as $12/ user/ month and the ability to purchase them easily online.

Download our Microsoft Dynamics CRM Free Interactive Demo now!

MS Dynamics 365 for Sales vs Salesforce | Learn more about Dynamics 365 for Sales features

With Microsoft Dynamics 365 for Sales and the implementation of marketing automation, managing and nurturing leads has never been easier. With automation software, potential leads can be tracked and nurtured accordingly based on their level of interaction they have with your company’s content. However, establishing a lead nurturing workflow is not a one size fits all process, and requires some initial setup and customization before you can begin to start bringing in new clients. Consider the following three steps before you decide on implementing any CRM software:

1. Understand Your Customers

Before you can begin setting up any sort of automation, you need to understand how your customers interact with your content. Who is your ideal target segment? Is the information and content relevant to their needs? Knowing how consumers are engaging with your company (i.e. social media, blog posts, etc.) will influence the type of content you post and how you choose to interact with them based on where they are at in their customer journey.

2. Plan Out The Steps To Your Workflow

If you are using Dynamics 365 Customer Engagement (CE) in the cloud, then read on...

Microsoft announced that the legacy web client for Dynamics 365 CE won't be available after December 1, 2020. It is recommended that subscribers begin to transition now with the intent to start using the Unified Interface by October 1, 2020. This ensures that any wrinkles are ironed out ahead of time.

To ease a major concern you may have, this transition will not impact the data in your system. Think of it more as a major update.

To prepare our clients we have developed transition documentation to take you through the end to end process.

Click here to check out the transition plan!