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Dynamics 365 – making it real
Guy Riddle
Rowan Miller
Before Now
Dynamics CRM
• Sales, Service, Marketing
• Field Service
• Project Service Automation
• Social Engagement
Dynamics AX
‘Project Madeira’
Dynamics 365 for Sales
Dynamics 365 for Customer Service
Dynamics 365 for Marketing
Dynamics 365 for Field Service
Dynamics 365 for Project Service Automation
Dynamics 365 for Operations (Enterprise Edition)
Dynamics GP
Dynamics NAV
Dynamics SL
Dynamics GP
Dynamics NAV
Dynamics SL
Dynamics 365 for Financials (Business Edition)
• Portals
• Gamification
• Voice of the Customer
• Unified Service Desk
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Microsoft
Sales
Customer
Service
Field Service
Project Service
Automation
Operations
Finance
Marketing
Configurable end-to-end business processes for Dynamics 365 Sales
Features
Opportunity Management
Social Selling
Office 365 Productivity
Mobility
Account Management
Activity Management
Intelligence
Scenarios
B2B or B2C pipeline management
Stakeholder Management
Membership Management
Wealth Management
Donations and Fundraising
Grants Management
Loyalty Management
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Configurable end-to-end business processes for Dynamics 365 Marketing
Empired support Marketo and ClickDimensions as strategic marketing platform providers partners. There are other Marketing platforms that integrate with Dynamics 365 additionally.
Features
Lead Management
Campaign Planning
Marketing Lists
Social Engagement
Intelligence
Enterprise Marketing*
Business Marketing*
Scenarios
Nurture marketing
Contextual personalisation
Omni-channel marketing
Progressive profiling
Event management
Web analytics
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Configurable end-to-end business processes for Dynamics 365 Field Service
Features
Scheduling & Dispatch
Asset and Warranty Management
Service Agreements
Inventory Management
Resource Management
Customer billing
Dedicated Mobile App
Scenarios
Connected Field Service (IoT)
Traditional asset break/fix
Healthcare client management
Financial services on-the-road
Home services (car service, home maintenance)
Facilities booking
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Configurable end-to-end business processes for Dynamics 365 Project Service
Features
Scheduling
Resource Management
Time & Expenses
Project Planning
Team Collaboration
Customer Billing
Intelligence
Scenarios
Business / Professional Services
Construction
Engineering
Legal
Accounting
IT
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Configurable end-to-end business processes for Dynamics 365 Customer Service
Features
Case Management
Self Service Portal
Agent Enablement (Unified Service Desk)
Integrated Social Engagement
Knowledge Base Management
Omni-Channel Communication
Intelligence
Scenarios
Employee Self Service (HR / Help Desk)
Customer / Partner Self Service
Complaints and Issues Management
Call Centre
Public sector citizen services
Claims management
Client care
Configurable end-to-end business processes for Dynamics 365 Operations
Features
Retail Budget Control
Procurement & Sourcing Warehouse Management
Supply Chain Management Transportation Management
Project Accounting Inventory Management
Human Capital Management Order fulfillment
Manufacturing Mobility
Financial Management (AR/AP/GL) Analytics and Reporting
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Configurable end-to-end business processes for Dynamics 365 Finance
Features
Supplier / Vendor Management Sales Invoicing
General Ledger Product Management
Accounts Payable Mobility
Accounts Receivable Analytics and Reporting
Empired Ltd.
Empower people to delight customers through an end-to-end view
PROCESS
PERSONAS
Customer
lifetime value
Pricing, discounts,
taxation
Product
availability
Order information,
resource
reservations
MANAGER
Payment
history
Problems, Issues,
Requests
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Dynamics 365 — Intelligence built-in
Microsoft
Sales
Customer
Service
Field Service
Project Service
Automation
Operations
Finance
Marketing
+ Adobe
Intelligence built-in today
Sales Relationship Insights Cross-sell / Up-sell
Product
Recommendations
Customer
Service
Knowledge Base Insights
Previous Case
recommendations
Customer Insights
Marketing Lead Scoring Intent Analysis Sentiment Analysis
Field
Service
Preemptive Service Resource Optimisation
Project Service
Automation
Resource Optimisation
Operations Demand Forecasting Cash Flow Forecast
Predictive Sales and
Inventory Forecast
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
DYNAMICS 365 BUSINESS APPS
Other data
sources
Microsoft
AppSource
3rd PARTY APPS PURPOSE BUILT APPS FOR MY TEAM
Custom Apps
by PowerApps
Compose Workflow
by Microsoft Flow
OFFICE 365,
APPS &
DASHBOARDS
PRODUCTIVITY
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Simplifies the discovery,
trial, and acquisition of
line-of-business apps
An ecosystem to help
business users get started
using apps faster
An ecosystem to help
business users get started
using apps faster
One destination for business users to discover, trial, and acquire line-of-business SaaS apps
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
Dynamics 365
PowerApps/ Microsoft
Flow
Power User /
IT Pro
Systems
Integrator /
Developer
new
CONNECTOR
CONNECTORS
GATEWAYS
PowerApps
MSFT Flow
CUSTOM
Common
Data Service
Dynamics Day 2016  - Microsoft Dynamics 365 the future of Dynamics
32
Licensing – Teams, Apps, Plans
1
2
3
Users that can see everything in Read-Only
and carry out a few key functions
Users that can use all the functionality of 1
App only (e.g. Field Service or Operations)
but nothing else of the platform
Users that can use a COLLECTION of Apps
(PowerApps, Operations, Sales, Field Service)
Team Member
App User
Plan User
Enterprise Edition – Apps & Plans
DYNAMICS 365 FOR TEAM MEMBERS, ENTERPRISE EDITION
POWERAPPS FLOW
CURRENT CRM COMPONENTS
$
CURRENT
CRM + NEW
APPS
PLAN 1 +
OPERATIONS
$
CURRENT
‘AX7’
Dynamics 365 Enterprise Plan 1
Sales & Customer Service Functionality
Mobile Offline
Social Engagement Professional
+
Field Service Functionality
Project Service Functionality
Social Engagement Enterprise
Voice of Customer
Gamification
AX Task User
PowerApps and Flow
+
10 GB storage + 5GB / 20 Full users (no cap)
Included non-production instance (no min)
Included Portal
Enterprise Plan 1 value example
CRM OL
Professional
CRM OL
Enterprise
Additional cost
purchased
separately
Additional
minimum per
tenant in CRM
All included in Dynamics 365 Plan 1
40% – 80%
additional value

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Dynamics Day 2016 - Microsoft Dynamics 365 the future of Dynamics

  • 1. Dynamics 365 – making it real Guy Riddle Rowan Miller
  • 2. Before Now Dynamics CRM • Sales, Service, Marketing • Field Service • Project Service Automation • Social Engagement Dynamics AX ‘Project Madeira’ Dynamics 365 for Sales Dynamics 365 for Customer Service Dynamics 365 for Marketing Dynamics 365 for Field Service Dynamics 365 for Project Service Automation Dynamics 365 for Operations (Enterprise Edition) Dynamics GP Dynamics NAV Dynamics SL Dynamics GP Dynamics NAV Dynamics SL Dynamics 365 for Financials (Business Edition) • Portals • Gamification • Voice of the Customer • Unified Service Desk
  • 5. Configurable end-to-end business processes for Dynamics 365 Sales Features Opportunity Management Social Selling Office 365 Productivity Mobility Account Management Activity Management Intelligence Scenarios B2B or B2C pipeline management Stakeholder Management Membership Management Wealth Management Donations and Fundraising Grants Management Loyalty Management
  • 7. Configurable end-to-end business processes for Dynamics 365 Marketing Empired support Marketo and ClickDimensions as strategic marketing platform providers partners. There are other Marketing platforms that integrate with Dynamics 365 additionally. Features Lead Management Campaign Planning Marketing Lists Social Engagement Intelligence Enterprise Marketing* Business Marketing* Scenarios Nurture marketing Contextual personalisation Omni-channel marketing Progressive profiling Event management Web analytics
  • 9. Configurable end-to-end business processes for Dynamics 365 Field Service Features Scheduling & Dispatch Asset and Warranty Management Service Agreements Inventory Management Resource Management Customer billing Dedicated Mobile App Scenarios Connected Field Service (IoT) Traditional asset break/fix Healthcare client management Financial services on-the-road Home services (car service, home maintenance) Facilities booking
  • 11. Configurable end-to-end business processes for Dynamics 365 Project Service Features Scheduling Resource Management Time & Expenses Project Planning Team Collaboration Customer Billing Intelligence Scenarios Business / Professional Services Construction Engineering Legal Accounting IT
  • 13. Configurable end-to-end business processes for Dynamics 365 Customer Service Features Case Management Self Service Portal Agent Enablement (Unified Service Desk) Integrated Social Engagement Knowledge Base Management Omni-Channel Communication Intelligence Scenarios Employee Self Service (HR / Help Desk) Customer / Partner Self Service Complaints and Issues Management Call Centre Public sector citizen services Claims management Client care
  • 14. Configurable end-to-end business processes for Dynamics 365 Operations Features Retail Budget Control Procurement & Sourcing Warehouse Management Supply Chain Management Transportation Management Project Accounting Inventory Management Human Capital Management Order fulfillment Manufacturing Mobility Financial Management (AR/AP/GL) Analytics and Reporting
  • 16. Configurable end-to-end business processes for Dynamics 365 Finance Features Supplier / Vendor Management Sales Invoicing General Ledger Product Management Accounts Payable Mobility Accounts Receivable Analytics and Reporting
  • 18. Empower people to delight customers through an end-to-end view PROCESS PERSONAS Customer lifetime value Pricing, discounts, taxation Product availability Order information, resource reservations MANAGER Payment history Problems, Issues, Requests
  • 20. Dynamics 365 — Intelligence built-in
  • 22. Intelligence built-in today Sales Relationship Insights Cross-sell / Up-sell Product Recommendations Customer Service Knowledge Base Insights Previous Case recommendations Customer Insights Marketing Lead Scoring Intent Analysis Sentiment Analysis Field Service Preemptive Service Resource Optimisation Project Service Automation Resource Optimisation Operations Demand Forecasting Cash Flow Forecast Predictive Sales and Inventory Forecast
  • 24. DYNAMICS 365 BUSINESS APPS Other data sources Microsoft AppSource 3rd PARTY APPS PURPOSE BUILT APPS FOR MY TEAM Custom Apps by PowerApps Compose Workflow by Microsoft Flow OFFICE 365, APPS & DASHBOARDS PRODUCTIVITY
  • 26. Simplifies the discovery, trial, and acquisition of line-of-business apps An ecosystem to help business users get started using apps faster An ecosystem to help business users get started using apps faster One destination for business users to discover, trial, and acquire line-of-business SaaS apps
  • 29. Dynamics 365 PowerApps/ Microsoft Flow Power User / IT Pro Systems Integrator / Developer new
  • 32. 32 Licensing – Teams, Apps, Plans 1 2 3 Users that can see everything in Read-Only and carry out a few key functions Users that can use all the functionality of 1 App only (e.g. Field Service or Operations) but nothing else of the platform Users that can use a COLLECTION of Apps (PowerApps, Operations, Sales, Field Service) Team Member App User Plan User
  • 33. Enterprise Edition – Apps & Plans DYNAMICS 365 FOR TEAM MEMBERS, ENTERPRISE EDITION POWERAPPS FLOW CURRENT CRM COMPONENTS $ CURRENT CRM + NEW APPS PLAN 1 + OPERATIONS $ CURRENT ‘AX7’
  • 34. Dynamics 365 Enterprise Plan 1 Sales & Customer Service Functionality Mobile Offline Social Engagement Professional + Field Service Functionality Project Service Functionality Social Engagement Enterprise Voice of Customer Gamification AX Task User PowerApps and Flow + 10 GB storage + 5GB / 20 Full users (no cap) Included non-production instance (no min) Included Portal Enterprise Plan 1 value example CRM OL Professional CRM OL Enterprise Additional cost purchased separately Additional minimum per tenant in CRM All included in Dynamics 365 Plan 1 40% – 80% additional value