Streamline, manage, and grow your business with Dynamics 365 Business Central - a flexible, scalable, comprehensive business management solution for your business.

2. Sales Marketing Customer Care
• Leads
• Opportunities
• Communication
• Database
• Process
• Planning
• Budgeting
• Marketing Lists
• Campaigns
• Tracking
• Reporting
• Cases
• Contracts
• Resource Mgmt.
• Scheduling
• Knowledge Base
Microsoft Dynamics 365 CRM – Functional Areas

3. Microsoft Dynamics 365 CRM – Sale Process

4. Microsoft Dynamics 365 CRM – Marketing

5. On-Premise Online/Cloud Partner Hosted
Microsoft Dynamics 365 CRM – Deployment Options

6. Microsoft Dynamics CRM
You home for Marketing and Sales

7. Microsoft Dynamics 365 – Sales
0
1
2
3
4
5
6
January April August December
Quarterly Sales
Company A Company B Company C

8. Microsoft Dynamics 365 CRM – Sale - Dashboard

9. Sales - Accounts

10. Sales - Contacts

11. Sales - Leads

12. Sales – Leads – Leads with Different Statuses

13. Sales – Creat New Lead

14. Sales - Opportunity

15. Sales – Create Opportunity

16. Sales – Order Details

17. Sales –

18. Sales – Invoice Create Invoice

19. Sales – Invoice Create Invoice

20. Sales – Products

21. Sales – Products – Product Details

22. Sales – Add Product

23. Campaign through Email

24. Campaign through Email

25. Create an Email Template

26. Create an Email Campaign

27. Setting Up an Email Template

28. Tight integration between CRM and Outlook ensures that all teams can manage emails,
schedule appointments, capture customer discussions and much more within a familiar
interface.
 With Microsoft Dynamics and Outlook you can:
 Automatically link Outlook emails to associated CRM records including contacts and opportunities
 Create personalized CRM views in Outlook
 Access all CRM end-user functions in the Outlook interface
 Open CRM records from any linked Outlook email
 Rely on the familiarity of Outlook to reduce training costs & gain rapid user acceptance
Integration with Email

29. Integration of Dynamics CRM with Outlook

30. Microsoft Dynamics 365 CRM – Customer Service - Dashboard

31. Microsoft Dynamics 365 CRM - Dashboard

32. Microsoft Dynamics 365 CRM – Customer Service - Activities

33. Microsoft Dynamics 365 CRM – Service - Activities

34. Microsoft Dynamics 365 CRM – Customer - Accounts

35. Microsoft Dynamics 365 CRM – Customer - Contacts

36. Microsoft Dynamics 365 CRM – Service - Cases

37. Microsoft Dynamics 365 CRM – Service – Create New Case

38. Microsoft Dynamics 365 CRM – Service – Case Details

39. Microsoft Dynamics 365 CRM – Service – Case Details

40. Microsoft Dynamics 365 – Voice of Customer
Survey
“Engaged customers are usually better advocates of the brand, are
more loyal and more profitable.”

41. Voice of Customer Survey - Features
Voice of the Customer (VOC) features:
Surveys with a variety of questions and formats
Themes that can be designed to follow your companies color guidelines
Scoring that is predefined or can be modified for your needs
Personalization for specific customer or user
Feedback that can be tracked and reported on
Follow ups automatically generated based off feedback or scores

42. Voice of Customers

43. Create a New Survey

44. Create a New Survey – Default Template

45. Create a New Survey – Designer Template

46. Create Customer Response

47. Create Customer Response

48. Microsoft Dynamics 365 CRM – Service – Case Details

49. Record every case
History of customer contact is important; they will remember it and you
should be aware of it. History is the catalyst for change, be that in product or
processes. To improve the quality of your offering you will have the facts at
hand to make a considered judgement of what changes need to be made,
how quickly and the cost of not doing so.
Track/monitor complaints
Recording every time your client’s contact you on each issue as it is a true
indication of the level of pain that your customer is having if you cannot
resolve it quickly. The urgency of your client can then be matched to the time
and resources you need to place on solving the problem.
Microsoft Dynamics CRM – Service – Customer Complains

50. Escalate cases effectively
If a problem cannot be solved immediately, escalation procedures need to be in place
that will quickly provide an answer or a pathway to resolution. In this case, your internal
processes must be well defined and automated through the system. Monitoring the
situation and automatic further escalation keeps problem resolution in the spot light.
Just where you client’s want it to be.
Provide resolutions quickly
Having a problem is inconvenient to both you and your client. However, the speed at
which you resolve a problem, your understanding of the affect this is having can often
influence the perception of your products and brand for each client. They will talk about
how quickly you respond and resolve issues and this have a very positive affect.
Microsoft Dynamics CRM – Sales – Customer Complains

51. Complain Management

52. Microsoft Dynamics 365 – Voice of Customer
Survey
“Engaged customers are usually better advocates of the brand, are
more loyal and more profitable.”

53. Dynamics CRM Customer Portal brings a unified point of interaction for customers to connect
with you for their complaints, questions, inquiries and requests:
 It offers you a wide array of business tools to better your relationship with customers.
 Dynamics CRM - Customer Portal expedites your operations and brings an unmatchable
efficiency with its seamless functioning.
 Step beyond the “Between the Office Timings” approach and empower your customers with
mobile app to raise tickets anytime and anywhere.
 User-friendly interface that delivers superior user experience with simplicity.
 Maintain your CRM contacts as portal users and documents in useful formats.
Microsoft Dynamics 365 CRM – Customer Portal

54. Dynamics CRM Customer Portal brings a unified point of interaction for customers to connect
with you for their complaints, questions, inquiries and requests:
 It offers you a wide array of business tools to better your relationship with customers.
 Dynamics CRM - Customer Portal expedites your operations and brings an unmatchable
efficiency with its seamless functioning.
 Step beyond the “Between the Office Timings” approach and empower your customers with
mobile app to raise tickets anytime and anywhere.
 User-friendly interface that delivers superior user experience with simplicity.
 Maintain your CRM contacts as portal users and documents in useful formats.
Microsoft Dynamics 365 CRM – Customer Portal

55.  Admin can create a user and give
them an access to the portal
settings so that they can handle
responsibilities independently and
reduce your workload.
 You can assign these users with the
rights to make several portal
configurations. As a part of these
settings, user can change
module/page layouts,
enable/disable portal users and do
much more...
Microsoft Dynamics 365 CRM – Customer Portal – User Accessibilty

56. Microsoft Dynamics 365 CRM – Customer Portal - Quotes, Knowledge