Managing robust fraud operations can be complex and time consuming. To help simplify the process and increase your fraud detection efficiency as well as accuracy, Dynamics 365 Fraud Protection takes a cohesive approach to manual review. With the Manual Review tool, now available in preview, you can set the rules to identify transactions that can benefit from further human review. You then place those items in a queue to facilitate and amplify the review process. The tool enables rule-based or business process-based queues with intelligent routing and feedback integration to help keep manual reviewers on schedule in their tasks. This seamless integration helps reduce the complex feedback loop and is scalable to accommodate any type of manual review operations. Key capabilities Queue management – Create workflows that route suspected fraudulent transactions to different queues for manual review based on specific criteria and manage them in one place. Review dashboard Use a dashboard to see a curated view of data, complete with previous transaction history, so that you can review a transaction and analyze the fraud pattern efficiently. Create customized actions – Dynamically create remedy actions, such as decisions and fraud labeling, which can be applied for tracking and analysis purposes. You can escalate complex transactions that may require further review. A customized performance dashboard – Access a dashboard that displays a list of reviewed orders, fraudulent orders, the false positive rate, and so on, calculated by the team or analyst, with daily and monthly views. Reports can also be exported and shared internally for review and discussion. Example screenshots     Next steps To learn more about manual review capabilities and details,check out the GitHub site for Dynamics 365 Fraud Protection – Manual review. Also, join the Dynamics 365 Fraud Protection Insider Program, to get an early view of upcoming features and discuss best practices to combat fraud

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Understanding your customers can be a complex task, especially in a digital age where interactions span multiple channels and customer behavior can change at a rapid pace. Organizations need to be able to adapt and deliver better customer experiences, but many find it difficult without the right information at their fingertips. According to a Forrester study in 2020, driving decision making with customer insights was the top challenge for CMOs.1 Every departmentfrom marketing to sales to customer serviceneeds to be aligned on one view of the customer so they can make the best engagement decisions. That’s why Microsoft Dynamics 365 Customer Insights customers are automatically entitled to Microsoft Dynamics 365 Customer Voice so organizations can build a unified view of customers by combing direct survey feedback with rich customer data. Download our e-book to learn more about “Delivering personalized experiences in times of change.” A 360-degree view of your customer Customers interact with brands in variety of ways from the actual purchasing of a product to interacting on a website or on social media. This means that organizations need to collect those learnings into one place to fully understand what makes their customer tick. It can be frustrating to get insights about your customer from siloed data in disparate IT systems. Dynamics 365 Customer Insights enables you to get a complete view of your customer by bringing together transactional, behavioral, and demographic data in real-time. Because Dynamics 365 Customer Insights is vendor neutral, you can easily integrate dataregardless of where it resides. Through prebuilt and customized AI models, you can then unlock meaningful insights from your unified data. Collecting direct feedback is also key, as important data such as satisfaction, sentiment, and Net Promoter Score can be telling when understanding the customer. Dynamics 365 Customer Voice empowers organizations to collect, analyze, and track feedback in a scalable, easy-to-use feedback management solution. Today, an organization can bring in Dynamics 365 Customer Insights profiles directly within Dynamics 365 Customer Voice, allowing users to view rich data on the customer and their activities in one singular view. This allows you to track the progress of Dynamics 365 Customer Voice surveysmaking better decisions on when to engage with the customerand combine feedback for a 360-degree customer view. Watch the video below to learn more about Dynamics 365 Customer Voice and Dynamics 365 Customer Insights. https://www.microsoft.com/en-us/videoplayer/embed/RE4MBpL Determining the best moment to drive customer engagement is easier than ever from within the Dynamics 365 Customer Insights dashboard. With automatic entitlement to Dynamics 365 Customer Voice, Dynamics 365 Customer Insights customers can view Dynamics 365 Customer Voice activities within the dashboard, including follow-up actions so you can easily know when it’s time to engage with the customer. With relevant details on hand, organizations can more easily understand their customers and make better decisions to drive a great customer experience. Connected data Every customer interacts with each part of your business, so it is imperative that everyone is aligned on who the customer is and how to interact with them. That’s why Dynamics 365 Customer Insights and Dynamics 365 Customer Voice work together to surface rich customer profiles and data that can be shared across applications and departments. Customer feedback data from Dynamics 365 Customer Voice surveys can be used to generate customer segments within Dynamics 365 Customer Insights so other applications, like Microsoft Dynamics 365 Marketing, can make the right decisions for the right customer. All three applications come together to empower customer journey orchestration, so any team can engage customers in real-time based on interactions across marketing, sales, commerce, and service to win customers and earn loyalty faster. Learn more about customer journey orchestration capabilities from Dynamics 365. Learn more Having a clear and rich view of your customer data makes understanding them even easier. With Dynamics 365 Customer Insights and Dynamics 365 Customer Voice, you can efficiently analyze customer data without ever leaving your application and make the right decisions in the moments that matter. To learn more about Microsoft’s feedback management solution, visit the Dynamics 365 Customer Voice website or start your free trial today. Take a guided tour to see how your organization can use Dynamics 365 Customer Insights to unlock insights and drive personalized customer experiences, and learn more about “Delivering personalized experiences in times of change” from our e-book. 1Forrester Analytics, Business Technographics Marketing Survey, 2020

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Join us on April 6, 2021 for the Microsoft Business Applications Launch Event, a digital event streaming live from 9:00 10:30 AM Pacific Time (UTC7). This is your opportunity to learn about new innovations coming to Microsoft Power Platform and Microsoft Dynamics 365 over the next six months. James Phillips, President, Microsoft Digital Transformation Platform, will share stories from customers about how they use Microsoft Business Applications to drive success. You’ll also hear from other executives behind the technology as they discuss the new 2021 release wave 1 features and capabilities coming to Dynamics 365 and Power Platform and how they will help you: Bring a new level of innovation and agility to your organization with modular applications that all work together. Unify relationships, processes, and data with connected, comprehensive, cloud Business Applications across your organization. Gain end-to-end visibility while enabling your teams to achieve greater outcomes faster. Thrive as your business changes by extending existing applications and building new solutions. Give your organization the tools it needs to provide a safer workplace while maintaining productivity as teams work remotely. And that’s just the start. During the event, participate in a live Q&A chat to get answers to questions and learn more. Register today to ensure you don’t miss a single update, insight, or in-depth product demonstration from the experts behind them. Come join us. And experience tomorrow’s innovations for your businesstoday. Register now. Catch up on news, demos, and learning sessions from Microsoft Ignite For a complete list of new capabilities, please review the Dynamics 365 and Power Platform 2021 release wave 1 plans, as well as overviews of updates announced at Microsoft Ignite in early March, including: Dynamics 365: The introduction of Dynamics 365 Intelligent Order Management, a new application that can help accelerate omnichannel transformation across order and fulfillment. New ways to extend collaboration across teams and departments with Dynamics 365 and Microsoft Teams. The debut of real-time customer journey orchestration to elevate personalized customer experiences. Power Platform: The ability to automate desktop tasks in Windows 10 with Microsoft Power Automate Desktop, available for all Windows 10 users at no cost. Microsoft Power Fx, a low-code, open-source programming language across the Power Platform. New and enhanced governance, security, and administration capabilities to enable IT professionals to safely manage and scale the growth of low-code solutions within the organization. Power BI Premium Per User, which will be generally available on April 2nd for $20 per user, per month, and the introduction of a new Autoscale option with pay-as-you-go, and improved utilization metrics. New AI capabilities in Power Virtual Agents enable bots to automatically learn and improve over time. You can also watch dozens of learning sessions from Ignite on-demand, a great way to learn about the very latest technology for every part of your business. Tomorrow’s innovations for your business Register today and join us for the Microsoft Business Applications Launch Event. Transform data from every source to give you holistic guidance and improve decision making

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Offering your customers and vendors rebates and royalty deals is key to building brand loyalty and has a measurable impact on your company’s margins. Rebates also influence your product pricing strategy and impact accruals, payments, deductions, and revenue. However, keeping track of rebate and royalty programs and calculating them accurately can quickly become time-consuming and tedious without the right tools. The rebate management module in Dynamics 365 Supply Chain Management, now available for public preview, reduces the administrative burden associated with these programs. The tool tracks and maintains rebates and deductions in a central location, where everyone can create, review, and process them effectively. Centralized rebate management The rebate management module gives you a central place to manage all your customer rebates, customer royalties, and vendor rebates, including the ability to: Define complex royalties, customer rebates, vendor rebates, and vendor rebates based on customer sales. Manage complex rebates where items or groups don’t share the same calculation basis, durations, or rebate amounts or rates. Manage multiple concurrent and overlapping rebate agreements for the same vendor or products and can net out one rebate against others. Track rebate accruals and handle dissimilar time periods for accrual and claim of rebates. Improve cash flow forecasting with an effective claims process. Provide flexibility with rebate calculation. Easily share reports for enhanced visibility. Cross-company rebate management The rebate management tool centrally manages the rebates and payouts across the company and easily calculates them on sales across multiple legal entities. Real-time reporting With the rebate transactions and statement report, you gain visibility into spend versus rebates, which helps you track how much you’ve spent on claimed rebates, versus what’s outstanding. You can also share reports with customers. Streamlined rebate process The streamlined rebate process includes accurate provisioning, claims, target transactions, and write-offs and it all starts with the rebate deals. It is common with high-tech wholesalers for vendor rebates to be based on sequential sales. The rebate management module supports this scenario by allowing the vendor rebate agreement to specify the conditions under which the vendor qualifies for a monetary reward if a buyer achieves the product sales targets. Flexible rebates can be based on the sales quantity, or value of the price basis, which can include the sales price, latest purchase price, average purchase price over a defined period, and FIFO purchase price by periodic calculation. Flexible calculations A complex rebate mechanism requires calculation flexibility. With the rebate management module, a calculation can be applied to a single customer, or to groups of customers, or to all your customers and products. Rebates with multiple detail lines can have different qualifying date ranges. The provision and claim periods may differ, for example, by processing provisions daily and claims once a month. The rebate management module enables you to configure rebates based on many diverse parameters such as a percentage, rate, or fixed amount. The module provides four core calculation methods (stepped, cumulative, rolling, and total). The configurable transaction types enhance rebate calculation flexibility. The multiple concurrent and overlapping rebates are able to set net against others by using a reduction principle in periodic processing. Next steps To learn more about the capabilities of the rebate management module, see Rebate management module overview.  

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Join us for a 90-minute webinar on April 8 at 9 AM Pacific Time to learn about the new capabilities in Dynamics 365 Field Service 2021 release wave 1, including: A simplified set-up experience. New schedule board and map capabilities. How knowledge articles and virtual assistants on the mobile app help technicians. A new portal for your customers to self schedule and view a technician’s estimated arrival time. We’ll discuss how to enable these capabilities in your environment and you’ll have an opportunity to ask questions of product team members. Speakers: David Clarke, Program Manager Vinay Nalam, Senior Program Manager Jason Cohen, Senior Program Manager Jonathan Baker, Senior Program Manager Dhruv Goel, Senior Program Manager Sanjay Jethva, Senior Product Marketing Manager Rag Guru, Program Manager How to watch To watch live, fill out a short form to register. You can also view the recording on-demand after the webinar. Next steps Dynamics 365 Field Service enables organizations to dispatch technicians to customer locations to provide installation, repair, or maintenance services. To learn more, check out the documentation or the Field Service video playlist

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Projects used to be a discrete subset of work people did every day, but the way we work is transforming. Organizations and individuals have taken incredible leaps to implement digital innovations to help employees work better together now that so many are working from home. Today, all work is project work, and everyone works on projects. Projects can range from ad hoc, involving a couple of people, to years’ long efforts and entire portfolios. “Today, all work is project work, and everyone works on projects.” Howard Crow, Head of Product for Microsoft Planner and Microsoft Project The transformation of projects from discrete activities to the work each of us does every day requires new approaches and a new generation of tools that can span an organization and meet people where they are working. To answer these challenges, Microsoft’s vision is connected project experiences that are simple enough for everyone to use and powerful enough to be a catalyst for business success across the world’s largest organizations. In a time when projects are the unifying thread woven throughout the fabric of modern work, Microsoft delivers the platform, tools, and capabilities teams need to eliminate complexity, clarify priorities, stay on top of tasks, and work together to achieve key strategic objectives. Our solutionsincluding Microsoft Planner, Microsoft Project, and Microsoft Dynamics 365 Project Operationsprovide the end-to-end management capabilities that teams and organizations of all sizes need to tackle projects of every level of complexity. Cut through complexity with connected project experiences Cutting through complexity starts with visibility, and Microsoft’s connected project experiences are designed to help you organize and view projects, schedules, and tasksor dive more deeply into all the details. They provide intelligent, data-driven operational insights so you can address emerging issues before they become problems and seize new opportunities quickly. They’re built so it is easy to take advantage of flexible solutions that map to your business processes and adapt to the way your teams work best. Microsoft’s connected project experiences help provide clear expectations about budgets and timelines, enable you to set your teams up to drive strategic outcomes that improve customer satisfaction, increase profitability, and reduce costs. Reducing complexity and increasing clarity will help you take an important step forward toward achieving the kinds of successful results that lead to happier, more engaged teams. We also know that solving today’s complexity challenges alone isn’t enough. Long-term business success is also built on a modern technology platform that supports a culture of innovation and offers the flexibility to grow and adapt. Microsoft’s connected project experiences also deliver a unified approach that brings together all your company’s data, to help you uncover insights. With simplified IT management and the security of Microsoft’s trusted cloud to protect your processes and intellectual propertyPlanner, Project, and Dynamics 365 Project Operationsmark the beginning of a new era of project experiences that will transform how teams and organizations manage their work. Join us for Reimagine Project Management with Microsoft Learn more about the connected project experience at Reimagine Project Management with Microsoft, now available as a free, on-demand event. You’ll learn the latest on Microsoft Planner, Microsoft Project, and Dynamics 365 Project Operationsthree solutions built to address and solve for your unique business needs. Although the event is completely digital, you’ll have opportunities to connect with Microsoft experts, technology partners, and peers to expand your network. Register for Reimagine Project Management with Microsoft to: Discovernew features and best practices from live demos and product walkthroughs with more than six hours of on-demand content. Connect with other attendees through round tables and board rooms. Don’t miss out on an opportunity to find the Microsoft connected project experience to equip your organization with everything needed to cut through complexity and successfully complete your project. Register now and watch on demand

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