Microsoft Dynamics 365tdminteractiveexperience.azurewebsites.net/wp... · connected field service, teams are able to rapidly troubleshoot and resolve issues in the field remotely

Microsoft Dynamics 365 As a cloud-first combination customer relationship management and enterprise resource planning system, Dynamics 365 enables companies to move beyond the procurement and deployment

of individual solutions. Instead, this software anchors companies’ digital transformation on building systems of intelligence, which allow you to draw better insights out of data and convert it into informed action. Dynamics 365 caters to each of the core pillars

of digital transformation.

Engage your customers with the Customer Service app

and all built-in intelligence features, which provide you with

a comprehensive view of your customers and proactively inform you of the best ways to interact

with them.

Empower your employees and increase productivity thanks to the common navigation experience provided by Dynamics 365, which

reduces the amount of time wasted flipping through tabs and copying

data from one app to the next.

Optimize your operations by leveraging native Power BI

integrations and advanced analytics to gather the data your company

needs and reshape customer relationships and service models

with that data.

Transform your productswith the Operations app and

ensure that your products, services, and business models are using

digital content and shifting towards digital technology to capitalize on emerging revenue opportunities.

© 2016 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, ORSTATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Some examples are for illustration only and are fictitious. No real association is intended or inferred.

Dynamics 365 Guide—Enterprise Edition, v.1 | 2

L E A R N M O R E Dynamics 365 | Enterprise edition

Purpose-BuiltDynamics 365 is packaged as five separate purpose-built apps: Sales, Customer Service, Field Service, Project Service Automation, and Operations. Each of these apps is designed for a different type of business, so that companies are pre-equipped with features related to each of these purposes without overloading users with extraneous information that is irrelevant to their business.

AdaptableThe cloud solution can be customized and configured to optimize the operations and meet the specific needs of a business. You can configure business processes, build custom business logic, do more with your data, automate tasks, and create integrations and workflows that work in tandem with existing business software used by your company.

ProductiveTo empower your employees and facilitate an increased level of productivity, Dynamics 365 utilizes a common navigation experience, which ensures that you don’t have to open multiple tabs or applications and can access all the cloud service’s features from a unified interface. Native Office 365 integrations ensure that your employees are working with features they are already familiar with. Overall, with single sign-on and the ever-growing extensions available through Microsoft AppSource, the cloud solution aims to maximize ease of use.

SecuredDynamics 365 protects and encrypts your data at rest and in transit, reduces the chance of hacking, and ensures that your company is following any compulsory regulations. Microsoft’s commitment to cloud security

Microsoft Dynamics 365melds the most important features of customer relationship management software with the best capabilities offered by enterprise resource planning software into a series of purpose-built applications that businesses of varying industries can use to their benefit. It stands out thanks to its differentiators: Dynamics 365 is purpose-built, adaptable, productive, secured, always-on, mobile, and intelligent.

This Software-as-a-Service facilitates digital transformation by providing businesses with the tools they need to move towards the cloud, handle changes rapidly and efficiently, and accurately measure the business value of every decision. Like other cloud-first products from Microsoft, Dynamics 365 is designed to empower any individual or organization to achieve more through digital transformation. Digital transformation is further facilitated by the connected business platform of Dynamics 365, which ensures that data synchronizes back and forth and that organizations are covered from the onset of a sales prospect all the way to the billing process.

makes certain that best-in-class security features are utilized when working with the cloud solution.

Alway-OnTo prevent the issues associated with downtime, Dynamics 365 offers an uptime SLA of 99.5% for the Operations app and 99.9% for all other purpose-built apps to ensure that you experience minimal interruptions. Patches, back-ups, and disaster recovery occur automatically so that you don’t have to spend time and effort dealing with maintenance and so that you can avoid downtime and protect against outages.

MobileDynamics 365 provides you with off-the-shelf mobile apps that help to complete common tasks by leveraging your business processes. Additionally, the cloud service features support for customized apps that do more with your data, whether you’re working from a single data source or multiple data sources. Lastly, you can build native apps with a higher level of complexity that offer a better experience to your customers or leverage mobile capabilities such as GPS or biometric security.

IntelligentBecome a more proactive company with the intelligence features offered by Dynamics 365. The cloud solution uses predictive analytics and business intelligence to recommend upsell and cross-sell possibilities and suggest what documents you should use to best engage with your customers. The cloud solution also utilizes built-in intelligence to generate lead scores, analyze customer relationships, forecast product demand, and optimize resources. Additionally, configurable dashboards and Power BI integrations provide you with actionable insights that can benefit your company.

https://www.microsoft.com/dynamics365/home



L E A R N M O R E Dynamics 365 is purpose-builthelp define your sales intent, increase revenue, boost productivity, reduce costs, and gain key insights. The partner management hub enhances how partners collaborate on sales opportunities; an emphasis on sales mobility ensures that contextual news, social data, and task flows are even available on the go. Sharable reports and dashboards can be used for increasing sales effectiveness, achieving sales goals, acquiring real-time and historical insights, and boosting sales performance. These features work alongside seller onboarding tools that introduce new employees to your sales process and gamification options intended to generate team-based competition and increase productivity.

Customer Service Dynamics 365 for Customer Service ensures that service tickets can be created by your customers and resolved by your customer service agents.

Through omni-channel engagement, you can allow any combination of self and assisted service on a unified platform, accessible across channels on any device. This ensures that agents can access a 360-degree view of customer information whenever they need to engage with customers. The self-service and peer-to-peer community options offer customers an intuitive method of finding information without an agent, reducing the amount of time agents spend answering common questions; these features also have a responsive design that has been optimized for mobile devices.

This app includes a consistent experience for agent enablement with a dynamic interface that can be used to handle service interactions through a single application, including back-office systems and other data sources, providing agents with all they need to

Digital transformationDigital transformation can be achieved using the purpose-built apps included with Dynamics 365. You can move your organization towards modernization with each of these apps, which empower you and your employees in a variety of ways. For instance, the Operations app facilitates the transformation of products, while the Sales and Customer Service apps can help your company better engage with customers. These are key capabilities to consider when undergoing digital transformation.

provide fast and effective service. A unified knowledge base can be developed with rich media, comprehensive content, and community-sourced knowledge enrichment scenarios to provide customers and agents with answers to their questions; these knowledge articles are optimized for mobile devices and end users can provide feedback by rating content. Lastly, service intelligence features are used to generate role-tailored dashboards that allow agents to acquire actionable insights featuring custom KPIs and metrics that can have a positive and meaningful impact on business outcomes.

Field Service Dynamics 365 for Field Service empowers your technicians with the tools they need in the field and customers with the ability to connect with the technicians assigned to them.

Get teams and resources where they need to be on time with an automated tool that provides optimized scheduling regarding appointments for service representatives and dispatchers. The app offers smart resource utilization that ensures that the right technician with the right skill and tools is dispatched to a job that is suitable for them.

With mobile field enablement, your technicians will continue to have persistent access to vital information even when working from a mobile device. Using connected field service, teams are able to rapidly troubleshoot and resolve issues in the field remotely and proactively. Additionally, customer communications work to provide customers with an overview of their cases and track when their technician will be arriving. Additionally, customer communications work to provide customers with an overview of their cases and track when their technician will be arriving.

SalesDynamics 365 for Sales allows you to guide your sales team from finding leads to closing deals.

Provide your sales team with actionable insights, which analyze customer interactions to offer meaningful intelligence regarding relationship health, prospecting and lead prioritization, and potential product recommendations for each customer. With native Outlook and OneNote integrations, your sales teams can leverage personal engagement, such as email intelligence and social selling, for real-time content collaboration; the included relationship assistant offers additional information about accounts and opportunities based on email, calendar, and Dynamics 365 data, empowering your sellers and allowing them to better build and develop customer relationships.

The customer management features help target leads with the best potential with opportunity management and sales process automation that

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L E A R N M O R E Dynamics 365 is purpose-built

Project Service Automation Dynamics 365 for Project Service Automation provides an end-to-end experience for planning and managing multi-day projects, from sales and resourcing to delivery and billing, helping accelerate the service delivery model at project-based businesses along your path to digital transformation. Digital transformation at your people-first business is enabled through collaborative and online customer engagement, anywhere and anytime mobile empowerment, and real-time business insights to optimize practice growth.

Opportunity management now features solution selling for both projects and products to forecast profitability, help prioritize deals based on a unified dashboard, and streamline contract generation, negotiation, and sign-off. Proactive project planning helps your sales managers collaborate with project managers and visualize cost, effort, and sales value of a project with predictable results. The robust project planning and management capabilities are further enhanced with Microsoft Project integration to enable the right level of rigor for project success. The intelligent resource management features allow you to align skills and talent management with business development, portfolio investments, and optimal teams for billable work, while empowering team members to find the right projects and work across all facets of the business.

Through team collaboration tools including Office 365 integrations, your employees will be more productive and agile, able to track and update deliverables and efficiently collaborate for timely visibility to project status and timeline. Simplified time and expense management with project plan and Exchange calendar integration for timesheets submissions streamlines

the review and approval process. Customer billing capabilities are automated to ensure that project managers can review and approve any job costs quickly, and obtain customer sign-off through portals allowing for the timely creation of accurate customer invoices. Finally, service analytics capabilities including interactive dashboards and role-based Power BI templates help monitor and improve project and practice performance.

Operations Dynamics 365 for Operations provides resources that can optimize the day-to-day operations of your business, facilitating data-driven decision making by offering intelligent tools that foster collaboration and productivity.

This app allows you to handle the intricacies of retail, distribution, supply chain management, and finances. With warehousing control capabilities, you can automate your warehouse processes and rapidly respond to changing business demands. Transportation features ensure that shipments are planned and delivered with higher accuracy and lower costs. E-commerce support ensures that you can integrate with third-party storefronts, open ID providers, and payment processing services.

You can utilize demand forecasting to determine what level of product availability your business needs, while also reaping the benefits of budget planning that help lower costs. Dynamics 365 offers a cloud-based point-of-sale system that takes customer orders and performs inventory lookups. The cloud service also offers a core human resource management system that helps you centrally manage your workforce.

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Marketing + AdobeDynamics 365 for Marketing empowers marketers to make every interaction an intelligent one, so you can attract, engage, and retain more customers by delivering more personalized content and consistent customer experiences.

Microsoft and Adobe created a strategic partnership to help enterprise companies embrace digital transformation and deliver compelling, personalized experiences through every phase of their customer relationships. Together, the two companies will enable businesses to dramatically strengthen their brands through solutions with Microsoft Azure, Adobe Marketing Cloud, and Dynamics 365.

Adobe Marketing Cloud and Dynamics 365 together create a single view of the customer by bringing data together across marketing and sales. The combined solution can help you to deliver great customer experiences through personalized content that is aligned to customer interests and needs. It also enables cross-channel marketing with a unified customer profile, combining online and offline data in a data mart and providing a centralized area to access customer information.

Through this software, you can develop and orchestrate coordinated campaigns across earned, paid, and owned channels and utilize automated workflows to retarget across those channels. Additionally, you’ll be provided with real-time insights that measure ROI across the board and offer you intricate details on results and attribution. Using Adobe Marketing Cloud and Dynamics 365 together, marketers gain tighter alignment with their sales teams, drive prioritized leads to sales, and optimally manage the customer journey throughout the buying process.





L E A R N M O R E Dynamics 365 is productive

Microsoft Dynamics 365is designed to increase productivity throughout your business, reducing wasted time and increasing efficiency through various productivity-focused features and tools. Through native integrations with Office 365 productivity tools, access to the Microsoft AppSource store, and a unique, unified navigation experience leveraging single sign-on, Dynamics 365 provides businesses with various methods of becoming more productive from engaging with customers to empowering employees. Dynamics 365 allows you to connect the structured workflow of business apps with the unstructured work of collaboration and productivity.

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Native integrations with Office 365 To make Dynamics 365 work seamlessly with the other business applications your company is accustomed to, each of the purpose-built apps features native integrations with Office 365, making it effortless to transfer data between Dynamics 365 and your other Office 365 software. Integrations w ith Outlook, OneNote, SharePoint, and Office 365 Groups, alongside the Immersive Excel feature, allow you to work with business apps that you are already familiar with; this reduces the amount of time spent on change management and other difficulties that often come from the adoption of new solutions.

Single sign-on and common navigation experienceIf your company uses Microsoft Active Directory for user identity, you can leverage a single sign-on

experience for your users. A common navigation experience with single sign-on makes it easier to accomplish tasks quickly and seamlessly. Rather than opening an assortment of tabs and constantly switching between apps to find the software you’re looking for, Dynamics 365 allows you to access all its native apps – as well as your custom in-house PowerApps, your existing Office 365 apps, Power BI dashboards, and any extensions you’ve purchased from Microsoft AppSource – from the same convenient interface.

Exclusive business application storeMicrosoft AppSource is an exclusive application store where you can find extensions, add-ons, and custom apps that can build upon Dynamics 365 to better fulfill the needs of your business. You have the ability to search for solutions that are specific to your type of business, leverage someone else’s IP, and install it on top of one of your purpose-built apps to streamline

tasks that need to be accomplished by your team members. From a time to value perspective, the benefits of buying and leveraging someone else’s IP often outweigh the benefits of building the extension yourself.


https://appsource.microsoft.com

https://products.office.com/en-us/business/office



L E A R N M O R E Dynamics 365 is intelligent

Microsoft Dynamics 365uses business intelligence and predictive analytics in many ways to transform data into business value. With built-in intelligence that has been provided by this cloud service, you can make decisions more swiftly, automate tasks, and be proactive about meeting customer needs. Intelligence is layered throughout Dynamics 365 from the application platform it has been built upon to the Azure intelligence and analytics service integrations leveraged by each of the purpose-built Sales, Customer Service, Field Service, Project Service Automation, and Operations apps.

Leveraging the Azure platformDynamics 365 builds its access to intelligence off Microsoft’s existing Azure platform and intelligence and analytics services, which encompasses all the different ways that Microsoft has pursued general-purpose analytics and machine learning. Dynamics 365 utilizes Microsoft Power BI, Cortana Intelligence Suite services such as Azure Machine Learning and Cognitive Services, and Azure IoT Suite to maximize usage of business intelligence. Specific features provided by each of the purpose-built apps leverage these existing Microsoft services for intelligent usage and action on data.

Azure Machine Learning & Cognitive Services When you have access to a great deal of data, you can examine that data in intelligent ways to find patterns, which can guide you to take action. However, these patterns are often too complex to find on your own,

which is why Dynamics 365 works with Azure Machine Learning to analyze your data and find patterns for you. Machine learning examines large amounts of data, attempting to find patterns, and subsequently generates code that allows you to recognize those patterns in new data. The applications you use with Dynamics 365 utilize machine learning models that examine large amounts of data to find patterns to make better predictions, effectively allowing you to build a smarter system of intelligence. Microsoft Cognitive Services includes several APIs that leverage the power of machine learning. Some Dynamics 365 features can use the text analytics APIs to detect sentiment, key phrases, topics, and language from the text found in your Dynamics 365 data. Similarly, using the recommendation API, Dynamics 365 can automatically make product recommendations to your users.

Built-in intelligenceThe purpose-built apps included with Dynamics 365 come equipped with built-in intelligence that works off Microsoft’s analytics platform for tangible results. As an example, integrations with Azure Machine Learning are used to provide you with relationship insights, analyzing the vast collection of customer-interaction data already stored in Dynamics 365 to help you better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best path forward. These insights leverage the data integration and artificial intelligence capabilities built into Azure to combine and analyze your Dynamics 365 and Microsoft Outlook data. Azure Machine Learning also powers demand forecasting, which reviews historical transactions and predicts both independent and dependent demand for sales orders.

Additionally, Azure Machine Learning can be used for personalized product recommendations, which can be displayed on a point of sale device, and are generated by analyzing a customer’s purchase history, wish list, and items that other customers have purchased. Another interesting feature offered by Dynamics 365 with Azure Machine Learning is sentiment and intention analysis, which automatically detects intentions in social media posts. For instance, this feature can analyze language to determine if someone is interested in buying a product, if they are complaining about a product, or if they are in need of support or information regarding a product. This analysis occurs automatically and can be tied to other automation rules to create an automated triage process, meaning that a purchase intention that mentions your product can be used to automatically create a lead record in Dynamics 365. These deep analytical capabilities can help you understand and gain insights from readily available social data, helping you to develop an improved customer sentiment strategy or complementing the one you may already have in place. Through Azure Cognitive Services, you can build powerful intelligence features into your applications, which enable natural and contextual interactions. Dynamics 365 uses Azure Cognitive Services for document recommendations, which will read through your documents and suggest similar documents based on similarity rules that you have established ahead of time. Azure Cognitive Services also powers cross-selling and upselling features, which suggests ways to sell additional products to customers. Furthermore, Dynamics 365 includes knowledge base suggestions, directing customers and employees to knowledge articles within your knowledge base that may be relevant to their inquiries, by leveraging the text analytics service.




L E A R N M O R E Dynamics 365 is adaptable

Microsoft Dynamics 365is designed to be adaptable and to extend to the varying needs of different businesses. Configuring business processes is achieved through metadata-driven configuration that allows the cloud service to conform to your existing business processes without needing extensive code base customization. This enables the cloud service to operate in a manner that best suits your business. You are provided with tools that allow you to configure or create custom business processes and custom business logic using extensions, integrations, and workflows that supplement your existing Dynamics 365 experience.

Configuring business processesOne of the most important and straightforward ways that Dynamics 365 is extensible is via your ability to configure business processes. Through the Visual Process Designer, the cloud service provides you with a convenient user interface that allows you to drag-and-drop elements to rapidly configure any business process across any line of business.

Let’s examine a potential scenario where this would be applicable: incorporating your sales business process to work seamlessly with Dynamics 365. Your sales business process includes a business rule that requires all discounts of 15% or greater to go through sales manager approval. With the Visual Process Designer, you could work from the out-of-box sales process and add in an additional step that requires manager approval for these discounts. The drag-and-drop interface allows you to easily add additional steps and conditions such as this.

This procedure emphasizes simplicity, so that anyone could configure business processes without having an ounce of coding knowledge. However, what if you want to implement a more complex scenario that includes adding custom business logic?

This procedure emphasizes simplicity, so that anyone could configure business processes without having an ounce of coding knowledge. However, what if you want to implement a more complex scenario that includes adding custom business logic?

Building custom business logicWhile drag-and-drop interfaces are available for swifter, easier configurations, Dynamics 365 also supports more advanced extensibility scenarios, such as building custom business logic.

Let’s continue with the example where your sales business process requires manager approval for discounts of a certain percentage. What if, prior to initiating the discount approval step, we included a

credit check that required integration to third-party services?

Before the sales manager starts the discount review process, you might want to perform a credit check to ensure that the customer can pay for your service. A developer can create a custom workflow using Visual Studio. Dynamics 365 offers Visual Studio templates to facilitate the implementation of custom workflow logic. Then, you can create a workflow component that leverages that workflow and drag and drop it into the discount stage of your sales business process. This will allow it to reach and execute the custom code that is used to perform the credit check.

You can use your developers’ coding expertise to create custom business logic that modify or augment the standard behavior of the Dynamics 365 platform. Code extensions can be created to customize model elements. In addition to creating new, complex apps and custom business logic, the cloud service also allows




L E A R N M O R E Dynamics 365 is adaptable

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you to build integrations and workflows beyond the capabilities offered by the Workflow Designer or Flow. These creations can be customized to your liking, only limited by the coding knowledge you have at your disposal.

Doing more with your dataContinuing with the previous scenario, how could you empower other line of business apps within your company to use data from Dynamics 365 and further enhance it to deliver better customer experiences? Let’s examine a potential scenario:

Customer success managers play an integral role within any company; they are managing the customer relationship and require access to various sources of information in order to quickly be able to support their customers. They oversee customer satisfaction. The question to ask is: if they can leverage Dynamics 365 data, how could this role be empowered to deliver an amazing customer experience using that data?

Dynamics 365 allows you to do more with your data by letting you build custom apps with supported services like PowerApps and Flow, which do not require any coding knowledge. Power users or developers can easily build a role-tailored experience to empower their job functions.

You might want to build an app that shows customer details such as revenue, forecast, the aforementioned discounts, as well as customer health and open orders. With PowerApps, you can establish connections to multiple data sources. These sources allow you to display or edit data within the app. For instance, you could connect to Dynamics 365 for Operations to display open orders, as well as make use of the

aggregated discount amounts collected by the sales team. The PowerApps experience is similar to PowerPoint, where you can quickly add additional screens and controls connected to various data sources. You can even duplicate screens for a consistent look and feel or add buttons that can be used to acquire customer feedback.

Automating tasks Moving forward with our established discount scenario, let’s examine how we could automate tasks on a common company business rule. After the sales manager approves or rejects the sales discount, we need to send an email notification to the salesperson on record, letting them know the outcome of the manager’s decision. We can accomplish this very easily using the workflow designer by including the ‘Send Email’ step.However, what if you wanted to automate the delivery of the contract envelope to your customer or prospect for digital signatures using DocuSign as soon as the

discount is approved successfully? Or receive a text notification or push notification if the discount was not approved by the sales manager? Dynamics 365 and Microsoft Flow make automating repetitive common business-oriented tasks easy with workflow automation – from updating record data to sending emails to performing custom actions and even triggering other workflows.


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L E A R N M O R E Dynamics 365 is cloud-firstDirectory can be used to verify and authenticate the identity of end-users.

Protecting your data privacyYou’ll have full control over data stored within your apps as well as control over the manner in which that data is kept private. You own your data when it is stored in Dynamics 365 and you can guarantee that customer data will not be misused for advertising, marketing, or any other purposes. Additionally, with this cloud service, you know where your data is located, meaning that if regulatory institutions require your data to be stored in a particular geographic location – such as within the European Union – you can adhere to these requirements using Microsoft’s global network of datacenters.

When working with Dynamics 365, you control your customer data and determine who can access it and under what circumstances. In addition to setting your own role-based access privileges, you can also be certain that stringent privacy standards are used in response to law enforcement and government requests to access customer data, grounded in the Microsoft Privacy Standard and the Microsoft Security Development Lifecycle.

Complying with business requirementsCompliance requirements can be addressed with Dynamics 365 to ensure that any regulatory or certification requirements are handled properly. The cloud solution allows you to define and document standard operating procedures that allow your business to meet all of the different requirements that have been established by governments or other regulatory institutions.

Secured Microsoft Dynamics 365 is secure and keeps your data encrypted, providing you and your cloud service administrators with granular permissions that can be used to enforce security. Beyond encryption, the cloud service helps your business follow global compliance regulations, keeps data shielded from third parties, and offers complete transparency into how data is being used. This cloud service is designed to decrease the likelihood of hacking, guarantee that you maintain ownership of your data, and allow you to determine who has access to your data and under what circumstances.

Investing in data your securityBy investing in your data security, Dynamics 365 aims to protect your data from malicious entities, reduce the chance of hacking, and ensure response is immediate in the event of a threat or an attack. With state-of-the-art physical security measures including biometric scanning and 24-hour monitoring, you can rest assured that Microsoft datacenters are designed to protect data from environmental threats, hackers, and unauthorized access. Incident response teams are available at all times to handle critical incidents and threats, communicating their actions to you in real-time for full transparency.

All data that moves through Dynamics 365 is encrypted in transit and at rest, using industry-standard transport protocols when data moves between devices and datacenters and using encryption key management when data is at rest. Furthermore, single sign-on federated through Azure Active


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You can also control and audit access to production environments and pass internal and external audits thanks to these compliance features.

Transparency into your operations With Microsoft’s commitment to transparency, you can ensure that you know everything that is happening with your Dynamics 365 data. You will be able to manage your data location, encryption keys, and access, so that you know where your data is stored, who can access that data, and under what conditions access will be provided for any particular individual.

Dynamics 365 is accountable to you. This means that if you have requested to receive notifications, Microsoft will notify you about any changes in service operations. You and your administrative team will receive service and compliance notifications whenever they are applicable, regarding datacenter location changes, security details, privacy notifications, or audit information. With this cloud solution, full transparency extends to security, privacy, and compliance.


https://www.microsoft.com/en-us/trustcenter



L E A R N M O R E Dynamics 365 is cloud-first

Reliable service delivery Dynamics 365 provides users with reliable and resilient service delivery to prevent businesses from having to deal with unexpected downtime. Featuring a 99.5% uptime for the Operations app and a 99.9% uptime for each of the other purpose-built apps, the cloud solution aims to ensure that all applications remain running when businesses need them. Users have some control over planned maintenance so that updates and other potentially disruptive functions can be scheduled outside of peak business hours.

High Availability and Disaster RecoveryUsing High Availability, Dynamics 365 is protected from downtime caused by the failure of a single node within a data center. Conversely, Dynamics 365 utilizes a host of Disaster Recovery features to keep larger outages from having a major impact on an entire data center. Through redundancy and resilient design, systems are backed up in the event of a failure.

Always-onMicrosoft Dynamics 365 is a fully managed cloud solution, meaning that Microsoft is always working behind the scenes to ensure there are minimal interruptions to business continuity. This means that patches, back-ups, and disaster recovery are handled automatically. The cloud service features a financially backed uptime SLA of 99.5% for the Operations app and an uptime SLA of 99.9% for all other purpose-built apps. Furthermore, production environments are protected through High Availability and Disaster Recovery features that are included in the subscription fee.

What service levels do the services have?

*Applies to ProDirect or Premier Support plans only

Additionally, Dynamics 365 increases response time to disasters through geo-replication, ensuring data moves more quickly across geographically distributed data networks.

Cloud deployments leveraging Azure servicesDynamics 365 is available globally in all Azure Public Cloud Regions and availability in Sovereign Clouds will soon follow; the cloud service is built to leverage secure, reliable, and scalable Azure SQL. This provides Dynamics 365 with native Azure Active Directory integrations and embedded analytics accessible through Power BI. Dynamics 365 also leverages Azure Load Balancing and Azure Application Gateway, resulting in responsive and secure access.


READ Dynamics 365 Service Document


SERVICE AVAILABILITY

Monthly

DISASTER RECOVERY

Failover/RPO/RTO

SUPPORT INCIDENT RESPONSE TIMES

PLANNED MAINTENANCE Notice/Schedule

MONTHLY SERVICE CREDIT

Sales 99.9% <15 minutes/< 20 minutes

24x7*< 1 hour*

5 days

< 99.5%–25% < 99%–50% < 95%–100%

CustomerService 99.9% < 15 minutes/

< 20 minutes 5 days

Field Service 99.9% < 15 minutes/

< 20 minutes 5 days

Project Service

Automation99.9% <15 minutes/

< 20 minutes 5 days

Operations 99.5% <5 s/2 days5 days/weekend

Customer controls timeslot

<5 s/10 hours





L E A R N M O R E Dynamics 365 is mobile-first

First-party appsAs soon as you subscribe to Dynamics 365, you have access to native first-party apps that come out-of-box for phones and tablets. These can be further configured to suit the particular needs of a business, if needed. These apps leverage out-of-the-box standard or previously configured business processes by line of business (LOB) owners and are automatically updated when your business processes are updated. Furthermore, these first-party mobile apps provide users with the ability to keep track of and complete common tasks easily. This provides you with a shortcut to complete repetitive tasks, saving you time and increasing employee productivity.

Work offline with Dynamics 365 for phones and tabletsYou have the option of two offline experiences with Dynamics 365. Seamless mobile offline

Microsoft Dynamics 365is designed with a mobile-first, cloud-first world in mind, which is why mobility is a core consideration throughout the different Dynamics 365 apps. Sales and customer service tasks can be accomplished in the field using the core mobile app for smartphones and tablets, while individual mobile solutions exist for the purpose-built Field Service and Operations apps. With the cloud service’s support for mobility, you can configure business processes with off-the-shelf apps, do more with your data using customized in-house apps, and even build native apps that focus on customer-facing needs on a more complex level.

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synchronization allows you to view, edit, and add data while you’re disconnected from the internet. Temporary records are created in the local cache repository. Once you’re back online, changes you’ve made are synchronized with Dynamics 365. Offline drafts are also made available to all users. In this case, the app keeps records you’ve used recently, so you can still access them when you’re disconnected. You can also capture new information by creating drafts of new records and save the records the next time you go online.

Build apps without writing codeWith Dynamics 365, you own your data, which means there may be a time when your organization needs to do more with your data, such as enabling a line of business role or function by creating an in-house app for a specific purpose. For instance, a customer success representative could be more effective by using a customized customer success tablet app. This may require data from multiple data sources – internal or external – that are utilized by the app. Data sources could include system of record data from Dynamics 365, documents stored in SharePoint, and custom data store used to collect customer feedback. By leveraging PowerApps and Flow to create customized in-house apps that go beyond the features included in the off-the-shelf mobile apps, you can deliver app experiences that contribute to employee productivity while on the go without writing a single line of code.

Build native appsYou can create customer-facing mobile apps that feed data back directly to Dynamics 365 to enable custom scenarios for a streamlined user experience, such as allowing a customer to view their personal account details or order history. You can also build device-specific experiences that leverage mobile capabilities

such as camera, accelerometer, biometric security, and mobile payments. These mobile apps are generally much more advanced and customized in nature.Your organization can use mobile development tools such as Xamarin for Visual Studio and libraries found in the Dynamics 365 SDKs to easily create and deploy engaging cloud-powered mobile apps with native user interfaces, API access, and performance for your customer needs integrated with Dynamics 365 data.



http://powerapps.microsoft.com/

https://flow.microsoft.com/en-us/

https://www.xamarin.com/visual-studio

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Microsoft Dynamics 365tdminteractiveexperience.azurewebsites.net/wp... · connected field service, teams are able to rapidly troubleshoot and resolve issues in the field remotely