Learn the fundamentals of Microsoft Dynamics 365 Marketing

Customer Engagement

Dynamics 365’s Customer engagement applications are Microsoft’s first party applications built on the Microsoft Power Platform. Organizations can leverage these applications individually or together to create powerful end-to-end relationships with their customers.

While each application provides a specific solution, they share common elements that are the same regardless of the application you are using. This module focuses on the common elements that are used across all the Dynamics 365 customer engagement applications.

Microsoft dataverse



 Benefits of Dataverse:

  • Easy to manage: Both the metadata and data are stored in the cloud. You don't need to worry about the details of how they are stored.
  • Easy to secure: Data is securely stored so users can only access what they need to. Role-based security allows you to control access to tables for different users within your organization.
  • Rich metadata: Data types and relationships are used directly within Power Apps.
  • Logic and validation: Define calculated columns, business rules, workflows, and business process flows to ensure data quality and drive business processes.
  • Productivity tools: Tables are available within the add-ins for Microsoft Excel to increase productivity and ensure data accessibility.
Customer Engagement apps

There are five core Dynamics 365 customer engagement applications:

  • Microsoft Dynamics 365 Sales: Go beyond sales force automation to better understand customer needs, engage more effectively, and win more deals.
  • Microsoft Dynamics 365 Customer Service: Built-in intelligence delivers faster, more personalized service and adds value to every interaction.
  • Microsoft Dynamics 365 Field Service: Built-in intelligence helps you resolve service issues before they occur, reduce operational costs, and deliver positive on-site experiences.
  • Microsoft Dynamics 365 Project Operations: Build trusted customer relationships and deliver outstanding project experiences by delivering profitable projects on time and within budget, while increasing employee productivity.
  • Microsoft Dynamics 365 for Marketing: Find and nurture more sales-ready leads by moving beyond basic email marketing. Connect sales and marketing, automate processes, and make smarter decisions to maximize your marketing Return on Investment (ROI).
Product catalog

The product catalog provides the ability to:
  • Define hierarchical structure of product families and products with configurable properties that help you reduce the number of product stock keeping units (SKUs), needed to maintain your product catalog.
  • Sell individual products or group them into bundles and kits. A bundle or a kit is a collection of products that is sold as a single unit. Product bundling is useful in grouping products in a way that customers will benefit from the full line of products or to offer discounts.
  • Define related products in the system to support product substitution, cross selling, or up selling. Related products are displayed as suggestions to the sales agents when they add the product to an opportunity, quote, order, or invoice.
  • Define multiple pricing and discounting models. You can also use custom pricing instead of the Dynamics 365 system pricing to calculate prices when you associate a product or bundle to an opportunity, quote, order, or invoice.
  • Specify localized values for certain product properties (attributes) to make the product names and descriptions available in the user-preferred languages
Review integration technologies

The most common integration options available with Dynamics 365 include integrations with:

  • Microsoft Word
  • Microsoft Excel
  • SharePoint
  • Microsoft Teams
  • Power Apps

Conclusion 

Throughout this module, we accomplished the following:
  • Described what customer engagement is and why it matters.
  • Explained Microsoft Dataverse and how it is used.
  • Worked with customers and manage activities.
  • Explained what the Dynamics 365 Product catalog and how it is used.
  • Described the different integration options available.

Now that you understand the foundational capabilities of Dynamics 365, consider exploring Dynamics 365 solutions available such as:

  • Dynamics 365 Sales
  • Dynamics 365 Marketing
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service

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