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OpenText Extended ECM for Microsoft Dynamics Customer Engagement

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OpenText Extended ECM for Microsoft Dynamics Customer Engagement

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OpenText Extended ECM for Microsoft Dynamics Customer Engagement

  1. 1. OpenText Extended ECM for Microsoft Dynamics 365, by Contesto November 2018 | Roel Gillesen
  2. 2. OpenText Confidential. ©2018 All Rights Reserved. 2 OpenText Extended ECM for Microsoft Dynamics 365, by Contesto Enables intelligent and connected enterprises to transform sales, marketing, customer and field service automation by securely and seamlessly integrating content services into business processes. Delivers a complete set of content services to enrich business process flows, and enable seamless customer engagement.
  3. 3. OpenText Confidential. ©2018 All Rights Reserved. 3 • Microsoft Dynamics 365 exists of several modules that each provide the user with a line of business solution. • Microsoft offers these modules in three options: • Customer Engagement • Unified Operations • All in one package Microsoft Dynamics 365 Sales Customer Service Project Service Automation Field Service Marketing Finance and Operations Retail Talent
  4. 4. OpenText Confidential. ©2018 All Rights Reserved. 4 OpenText Extended ECM for Microsoft Dynamics 365 provides tight integration with the Microsoft Dynamics 365 Customer Engagement modules with features like: • Business Workspaces • Automation • Templates • Single Sign On • Dashboards • Case Management Extended ECM for Microsoft Dynamics 365 Sales Customer Service Project Service Automation Field Service Marketing Finance and Operations Retail Talent
  5. 5. OpenText Confidential. ©2018 All Rights Reserved. 5 Microsoft Dynamics 365 integration Microsoft Dynamics 365 Entities and Entity Metadata are supported within the OpenText Business Workspace. It provides automated content hierarchy creation, linking, and Entity Metadata governance.
  6. 6. OpenText Confidential. ©2018 All Rights Reserved. 6 Concept of a Business Workspace A business workspace represents a meaningful entity in your organization, e.g. a customer, an asset, a legal matter, a project, or even a community of people with common interests. CUSTOMER WORKSPACE
  7. 7. OpenText Confidential. ©2018 All Rights Reserved. 7 Extended ECM Platform Open, Versatile Content Management Platform OpenText Extended ECM Platform CUSTOMER WORKSPACE SALES ORDER WORKSPACE PRODUCT WORKSPACE
  8. 8. OpenText Confidential. ©2018 All Rights Reserved. 8 • View team members, track content activities, and inspect Entity Metadata relationships from the OpenText Smart UI landing page for the Microsoft Dynamics 365 Entity. Microsoft Dynamics 365 integration
  9. 9. OpenText Confidential. ©2018 All Rights Reserved. 9 • Securely manage the lifecycle of Microsoft Dynamics 365 content by applying roles and authorization from Microsoft Dynamics 365 to content hierarchies. Microsoft Dynamics 365 integration
  10. 10. OpenText Confidential. ©2018 All Rights Reserved. 10 • Improved lead to quote process productivity • Single integrated interface • Automation • Direct access to information • Correspondence and documents Lead to Opportunity
  11. 11. OpenText Confidential. ©2018 All Rights Reserved. 11 • Template driven • Information from multiple sources • Simplified user adoption • Process transparency Opportunity to Quote
  12. 12. OpenText Confidential. ©2018 All Rights Reserved. 12 • Improved customer service case management • Template driven • Add value to additional processes Case Management
  13. 13. OpenText Confidential. ©2018 All Rights Reserved. 13 • Extended ECM Case Dashboard for non CRM users • Customizable • Entity specific Case Management
  14. 14. OpenText Confidential. ©2018 All Rights Reserved. 14 • Case overview • Information from MS Dynamics • Process status Case Management
  15. 15. OpenText Confidential. ©2018 All Rights Reserved. 15 opentext.com twitter.com/opentext linkedin.com/company/opentext Thank you

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