Microsoft Dynamics 365

The next generation of business applications

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Dynamics 365 combines customer relationship management and enterprise resource planning capabilities into applications that work together effortlessly across finance and operations, sales, customer service, field service, and talent.

Finance & Operations

Reform your business operations across finance and operations to drive new growth.

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Sales

Allow vendors with visions to personalize relationships, forecast customer desires, and grow sales.

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Customer Service

Surpass customer expectations and support with empowered agents who deliver personalized experiences.

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Field Service

Serve customers through proactive maintenance, predictive scheduling, and first-time fixes.

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Talent

Attract the right people and onboard, engage, and grow your talent effortlessly.

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Marketing

Turn prospects into business relationships and Learn More action button.

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Dynamics 365 for Finance and Operations

Merge financials and operations to empower people to make fast, informed decisions. With the help of Dynamics 365 for Finance and Operations, businesses can adapt more rapidly to the moving market demands and drive business growth.

Global Solution for Global Real Estate Firms

Leverage the power of a global business application with Microsoft Dynamics 365 for Finance and Operations. The solution is designed to meet the requirements of the most complex global organizations.

With support for over 41 countries and languages, Dynamics 365 for Finance and Operations offers capabilities for:

  • Multicompany: Set up, manage, and consolidate an unlimited number of legal entities within a single instance of the application.
  • Multicurrency: Transact and report in any currency, with full support for automated exchange rate updates, currency revaluation processes, and more.
  • Multilanguage: View screens and reports in 41 languages.
    Multilocalization: Enable localized features that meet the local accounting, statutory, and legal requirements in nearly 41 countries.
  • Intercompany processing: Leverage the intercompany capabilities to automate project, resource, and financial transactions between legal entities.

Financial Management

Manage your firm’s finances using a powerful financial management platform that will help your organization grow and expand without boundaries. Capabilities include:

  • GLAPAR (GL-AP-AR): Leverage integrated accounting modules such as general ledger, banking, accounts payable, accounts receivable (A/R), and collections.
  • Banking and treasury: Increase efficiency levels by integrating directly with your banks for electronic bank reconciliation, Positive Pay, A/R Lockbox import, and electronic funds transfer and Automated Clearing House handling.
  • Fixed asset management: Track the entire life cycle of your fixed assets, from acquisition through retirement.
  • Tax: Manage sales and use taxes, value-added taxes, goods and services taxes, and other global taxation requirements, including the ability to integrate to Vertex, Avalara, Commerce Clearing House, and other tax services.
  • Financial reporting and intelligence: With easy-to-use report writers, your accounting team can create and design reporting with ease or utilize the tool they normally use to link to Microsoft Excel.

Project Management and Accounting

With Dynamics 365, you can manage the project’s entire life cycle to improve project execution, from budgeting and capitalization to conversion of assets. Capabilities include:

  • Project tendering and estimation: Build accurate project estimates using embedded cost and bill rates, estimate templates, and work breakdown structure tools. Work with your vendors to provide bids toward your requirements and effectively manage the tender life cycle.
  • Project budget management: Manage project budgets at any level of detail and quickly analyze and report on budget-to-actual performance.
  • Material and fee tracking: Keep track of all phases of delivery and control materials and fees with a complete view of your supplier contracts and change orders.
  • Management of property improvements and capitalization of expenditures: Track property improvement over the property’s lifetime and be able to increase the acquisition values based on clear and actual expenses.

Service Management

Capture and manage ad hoc and scheduled requests and assign with full documentation, including pictures. If appropriate, issue charges back to the original vendor without duplicating vendor records. Dynamics 365 for Field Service enriches the capabilities, which include the ability to:

  • Manage work orders and service requests.
  • Track costs against assets that you own or manage.
  • Track time, expenses, materials, and fees associated with each service order.
  • Dispatch technicians or contractors to different job sites.
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Dynamics 365 for Sales

Empower your team with the insights they need to close more deals, more quickly. With the digital intelligence and productivity tools provided by Dynamics 365 for Sales, your sales team will better understand their customers.

Digital Intelligence

Dynamics 365 for Sales uses digital intelligence and automated business processes to empower salespeople to take the lead on working through the sales cycle. Predictive analytics and automated lead scoring provide the data necessary to grow your business and increase pipeline growth. By integrating both the Sales app and Office 365, your team will be equipped with all the tools they need for each step in the sales cycle.

Personal Engagement

The wisdom and experience of your team is available within shared meeting notes, events, and custom sales documents. These living documents are available in real time, allowing team members to co-author documents based on their knowledge and experience. Your team can use OneNote to take notes and share their work.

Complete Customer Profile

Dynamics 365 for Sales gives your team social insights, up-to-date company information, and an embedded sales process that helps them target the right leads, contacts, and opportunities in their pipeline. This targeted information and rich customer profiling enables salespeople to engage in meaningful conversations. Contextual insights help to close more deals, more quickly.

Customer Engagement

Staying connected with customers is the key to building trust and long-term relationships. Give your sales staff access to complete, consistent customer information to ensure that everyone has a single source of truth. Equipped with this insight, sales team members can leverage a complete view of the customer to deliver personalized experiences. For example, employees can easily access a customer’s buying history and preferences, or information about family members and birthdays.

Sales Performance

Meet objectives and achieve your goals by motivating and energizing your entire team. Provide your sales team with real-time insight and analytics, as well as predictive and proactive information. Dashboards, contextual charts, and Power BI Q&A provide the perfect mix of information and collaboration within Dynamics 365 for Sales. Reduce distractions and prioritize the top goals and opportunities to maximize your sales team’s performance, monitor results, and hold everyone accountable every step of the way.

Sales Productivity

Empower your sales team to do their best work from virtually anywhere on any device. Allow your sales team to organize and share customer information in real time — to easily track leads, view customer information, and open support cases — using Office apps seamlessly integrated into Dynamics 365. Seamless integration with familiar productivity tools, including Outlook and Skype for Business, enables salespeople to perform routine activities — such as planning their days, reviewing customer information, scheduling meetings, and holding online meetings — in just a few clicks.

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Dynamics 365 for Customer Service

Strengthen customer loyalty and provide excellent customer service with the help of Dynamics 365 for Customer Service. Turn simple interactions into life-long relationships by offering continuous service to your customers.

Omnichannel Capabilities for Improved Customer Service

Dynamics 365 for Customer Service gives you a complete 360-degree view of the customer. Insight into the full history of interactions, user preferences, and relevant customer information enables agents to engage with the consistency and personalization that customers expect.

Agent Enablement

With the right information, your agents will provide consistent answers to customer questions. Dynamics 365 for Customer Services produces a dynamic interface optimized to drive the next best action, contextually serving up tools, guidance and data to agents throughout the interaction, including information or assets from third-party applications.

Self-Service Capabilities

Your customers can access their account information and find answers to their questions on their own. A self-service portal with a searchable knowledge base and online community space will provide expert care and peer-to-peer options.

Data Analytics

Relevant data empowers every role in the organization to have a positive impact on business outcomes. Interactive dashboards and data visualizations make it easy to make predictive and proactive customer service decisions. By pulling insights from various sources, including social, you can easily identify trends, anticipate cross-sell and upsell opportunities, explore what-if scenarios, improve service metrics and performance, and determine best practices.

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Dynamics 365 for Field Service

Microsoft Dynamics 365 for Field Service is a complete management solution that includes service locations, customer assets, preventive maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics.

Service Agreements

Capture customer information, service level agreements, and recurring preventive maintenance schedules to ensure accurate service delivery.

Asset Management

Manage and control customer service location and asset information to maintain a 360-degree view of service considerations and history.

Inventory Management

Manage service inventory, set re-order points, and track stock to the truck level to drive efficiencies and response times.

Work Orders

Quickly generate work orders to dispatch field personnel to service locations.

Scheduling and Dispatch

Manage individuals, teams, and assets with a flexible drag-and-drop graphical schedule board and shared resource pools across business units.

Resource Schedule Optimization

Optimize your service scheduling activities with intelligent scheduling, resource skills matching, automated routing, and step-by-step travel directions.

Preventive Maintenance

Automatically generate recurring work orders to ensure that customer assets are properly maintained before issues occur.

Customer Billing

Quickly turn completed work orders into customer invoices to bill your chargeable work.

Mobile Apps

Provide technicians and field resources with real-time access to information and processes across all devices and platforms, with both online and offline modes.

Integrated Communication

Ensure real-time communication and collaboration between customer service, dispatch, field agents, and customers through integration with Office 365 tools such as Skype for Business.

Service Intelligence

Leverage big data, the Internet of Things, machine learning, and embedded analytics to gain real-time visibility and predictive insights.

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Dynamics 365 for Talent

Dynamics 365 for Talent enables exceptional experiences across employee attraction, engagement, development, and retention.

Capabilities include the ability to:

  • Hire skilled individuals faster.
  • Push employees for success.
  • Inspire employees to do their best.
  • Empower development and growth.
  • Drive operational excellence.

Developing a Strategy for Managing Your Human Resources

As you work with Talent, you’ll decide how to structure your organization using elements such as departments, jobs, and positions. These are among the foundational elements that you will configure. You will assign individual employees to positions that are associated with jobs.

Staffing Your Organization

Dynamics 365 for Talent includes the Attract app, which can help you identify, interview, and hire candidates who hold the skills your organization needs. As you move from recruiting through hiring, the Onboard app can help you bring your new employee into your organization by setting accurate expectations, providing information they need to get started, connecting them with colleagues, and setting them up for success in their new role.

Retaining and Motivating Employees

You can set up plans to effectively and equitably manage compensation and items — such as computers or phones — that your organization lends to its employees. Create fixed and variable compensation plans, and then define rules that apply those plans to meet the criteria.

Developing and Training Employees

To help your employees reach their career objectives while delivering critical business needs, you can set up goals, create performance reviews, and track feedback. To help employees develop needed skills, you can also set up instructors, course types, courses, course descriptions, agendas, tracks, and sessions before you assign an instructor to a course or register someone for a course. Instructors must already exist as workers, applicants, or contacts.

Creating and Maintaining Benefits

In addition to compensating your staff with wages, salaries, and bonuses, you can develop benefit programs such as health insurance and retirement plans. You can also manage loan programs, in which your company lends items, such as computers or phones, to your employees.

Maintaining Workplace Safety and Compliance

Talent can help you maintain a safe work environment that’s in compliance with applicable laws, including the Americans with Disabilities Act and immigration and naturalization laws. For example, you can manage the physical requirements for specific jobs and track requests for accommodations that can help your organization optimize the skills of its workforce.

Gathering Information Using Questionnaires

You can design and administer questionnaires to gather information for a variety of purposes. When a questionnaire is ready, you are able to distribute it broadly or to a specific set of respondents. After the respondents provide their answers, easily review and analyze the results.

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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 results.

Create and nurture leads

Generate more leads across multiple channels and nurture sales-ready leads with personalized experiences.

Align sales and marketing

Prioritize leads, automate hand-off, and empower sellers with shared information and connected processes.

Make smarter decisions

Improve marketing ROI with embedded intelligence and analytics that track marketing performance.

Know your audience with AI-driven Market Insights

Respond to trends faster with social and web insights that help you know what your audience is saying, seeking, and feeling.

Innovate with a modern and adaptable platform

Enhance your automated marketing capabilities with an application that’s easy to tailor, extend, and connect to other apps and services you already use.

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