COVID-19 has had a significant impact across organizations regardless of size, industry, and location. Our valuable, and free, Finance Reimagined virtual CFO summit explored the many implications for finance leaders and their organizations as they attempt to adapt operations in this uncertain time. You can now watch on-demand content from this summit, including more than a dozen sessions from the event, so be sure to log back in or sign up for free to watch the on-demand sessions. From this amazing day, which included more than 2,000 finance leaders, we captured incredible insights to help you steer your organization through this crisis and reimagine the future. Finance leaders shared how they sustained core processes through immediate action, shifting from in-person to remote work, including how to complete a virtual close. Other lessons included how to strategically cut costs during uncertain times, while reducing risk and improving compliance. Leaders shared best practices for understanding and maintaining employee engagement and developing essential skills while remote, as well as for safely transitioning the workforce back to the office. Insights included learning how to adjust for headcount and pay scales for employees spanning across regions. The other focus was reimagining the future. While we may not be able to predict the future, we can work to prepare ourselves for a new normal. Business complexity will continue growing, data will continue surging, and risks, threats, and regulations will continue increasing. Expectations on finance departments to manage these challenges will continue rising, too. Fortunately, changes in technology, processes, and our organizations’ underlying cultures will enable us to address these needs. We explored how finance leaders are leading their company’s through this transformation, leveraging tools like AI-driven insights to improve forecasting and scenario analysis. Leaders shared hard-won lessons and specific, step-by-step tactics that other organizations can successfully adopt. The event is not done yet Take advantage of the many ongoing opportunities. A host of additional on-demand content covering all of these topicsresponse, recovery, and reimaginationis available exclusively to event registrants. Log in today to watch the sessions or sign up for free and watch the sessions. You can also replay any of the CoreNote keynote sessions to tune into the portions that resonated most with you. You can even listen to CFO Microsoft Business Applications Jeffrey York’s on-demand session on lasting finance transformation, where he shares a proven path to finance transformation. It’s meant to provide you with a replicable way to transform your finance team into an optimum operating model so that you can rely on predictable outcomes and gain long-term value through real-time insights. Review many small-group roundtables It was fantastic to see so much direct engagement and participation across our roundtables. In these breakout sessions, CFOs and other peers shared how cost reduction and risk mitigation represent some of the most important and often first actions taken to recover from a crisis. They discussed how they’ve cut costs, ensured liquidity, and managed cashflow. They also looked at how they plan to build on these actions to set their businesses up for ongoing recovery and success. Whether you’re looking to use analytics to support quick decisions or encouraging innovation and automation to simplify and scale financial processes, you can listen in on any of these roundtable discussions to hear how your peers are addressing modern business challenges. We also encourage you to engage with other finance leaders to discuss challenges and topics important to you through ongoing roundtables with other attendees. Keep connecting with others The summit brought together over 2,000 finance leaders. We hope you made new connections, and we encourage you to foster these new professional relationships post-event. Don’t miss out on the on-demand content and other valuable insights. If you already signed up for Finance Reimagined, log back in, or if this is your first time, sign up now for free and watch the valuable on-demand sessions

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As the supply chain evolves, logistics management has an even greater impact on the bottom line. Knowing the full price of an item once it arrives at your warehouse is crucial. Miscalculating landed cost through manual entry can result in lost profits for business owners. The Landed cost module in Supply Chain Management provides companies with an innovative way to track goods and determine the total charge in getting a shipment to its destination. With a single data entry, landed cost allows you to record end-to-end transportation fees quickly and accurately. Automating administrative tasks such as estimating landed costs and status tracking helps avoid financial missteps that can weaken product profitability. These enhanced features save time for staff and streamline production from the manufacturer to the warehouse. Landed cost often can account for up to 40 percent or more of the total cost of each imported freight item. First, there’s transport to the departure port, loading, sailing, customs clearance, and, finally, transport from the port of arrival. Then there are the delays, duties or other contingencies that will impact the landed price. Landed cost module functionality The Landed cost module in Supply Chain Management includes: Estimated landed cost visible at time of creation of voyage Receiving by container Status tracking at purchase order line level Landed cost apportioned to multiple purchase orders on one voyage Additional cost apportionment rules Preliminary posting of estimated costs that are reversed/adjusted as actual costs are received Automatic updates for FIFO, LIFO, weighted average, moving average, and standard costing Support of transfer orders Reduce guesswork Here are a few features that take the guesswork out of determining true costs of products and offer visibility for employees: Distribution of landed cost to items from voyage or containers. This is based on quantity, amount, percentage, weight, volume, volumetric calculation, or user-defined measure. Goods in transit accrual allows for full visibility of goods in transit for any tracked activity (for example: loading, customs, or clearance) and transport leg (for example: air, ocean, rail, or truck). Centralized shipping, which means voyages can contain products from multiple vendors, purchase orders, or legal entities in one or more containers/folios. Automated costs so that automated estimates of landed cost are used and then reversed out when actual landed cost invoices are processed. Import of business process compliance, which uses due dates to track invoices processed before or after receipt in the warehouse. Cost comparisons and reports to help you review costs by total voyage, container, purchase order, and line item by cost type code and category (such as FOB price, freight, accessed charges, duty, commissions, and brokerage fees). Voyage editor Every step of a voyage can be defined, including adding a purchase order to a container. Employees can also create a voyage with a purchase order from multiple entities.   Template shipping and costing Landed cost also supports the creation of a series of customized templates covering standard freight journeys. These templates make it easier for your employees to keep journeys on course by allowing them to accurately record fees both actual and accrued for each step. It also helps to ensure that freight voyages are in legal and regulatory compliance. Voyage tracking Landed cost includes functionality to record and track voyage in transit. All data is integrated across the Supply Chain Management application. First, an activity start date or end date such as the loading date is entered. That entry then triggers an update to the shipping status and the purchase order receipt or confirmed date. This functionality allows you to: Record lead times between multiple ports based on rules Assign a voyage status to the purchase order line or goods in transit Process invoices before receipting of goods Share containers and voyages across entities Place goods from multiple vendors, countries, or regions in the same container Next steps To learn more, read the documentation for the Landed cost module. To see for yourself how Dynamics 365 Supply Chain Management can help your operations, get started today with a free trial

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Did you attend last week’s Microsoft Ignite and watch Satya’s keynote? If so, you might have learned about how Mount Sinai Hospital in New York is using Microsoft Dynamics 365 Remote Assist on Microsoft HoloLens 2 to conduct shared surgery with their surgical counterparts in Uganda. Mixed reality business applications like Dynamics 365 Remote Assist have already been successfully deployed in many industries including manufacturing, automotive, and education. However, its valuable use case in healthcare may be the most critical one yet, augmenting doctors’ abilities to collaborate hands-free with their remote counterparts in real-time with mixed reality and help save lives globally. Working together in real time, from miles away Today, more than 5 billion people worldwide do not have access to simple surgical operations. New York’s Mount Sinai Health System employs 38,000 people, including top specialists and surgeons who are determined to help tackle the global lack of access to surgical care. Using HoloLens 2 with Dynamics 365 Remote Assist and Microsoft Teams, Mount Sinai surgeons in New York connect with colleagues 7,000 miles away in Eastern Uganda, helping bring safe, affordable surgical care to remote areas. To date, this shared surgery method has helped treat more than 500 patients at the Kyabirwa Surgical Centre in Eastern Uganda with important surgical problems and helped diagnose and manage more than 3,000 patients. “Microsoft Teams, Dynamic 365 Remote Assist, and HoloLens 2 allow us to bring our knowledge into a community, share that knowledge, and make it part of that surgical community on a long-term basis. It helps us create a sustainable program of surgical care.”Dr. Michael L. Marin, Chairman of the Department of Surgery and Surgeon-in-Chief, Mount Sinai Health System What Mount Sinai Hospital says about mixed reality in healthcare “To date, we have had a 100 percent success rate. We haven’t had one failed surgery, and a lot of that’s due to the Microsoft technologies we’re using.”Anna Kalumuna, Director of Operations and Administration, Kyabirwa Surgical Centre “When the patient was taken into surgery, every decision from what type of incision to make to how to close the skin was discussed via our Teams and Remote Assist connection.”Dr. Michael L. Marin, Chairman of the Department of Surgery and Surgeon-in-Chief, Mount Sinai Health System “Communication is the lifeline of our shared surgery model. We use Microsoft technologies such as Teams, Dynamic 365 Remote Assist, and HoloLens to share surgery knowledge and expertise in an effective way.”Dr. Michael L. Marin, Chairman of the Department of Surgery and Surgeon-in-Chief, Mount Sinai Health System “The experience I’ve had as a practicing surgeon using this technology has been like having the eyes of a very senior surgeon who has seen a lot more than me. He is right here with me in the surgery room. He’s seeing the patients I am seeing. He’s seeing the pathology that I am seeing. This is an amazing resource for sharing knowledge.”Dr. Joseph Okello Damoi, Head Surgeon, Kyabirwa Surgical Centre Read the full story about how Mount Sinai and Ugandan surgeons work together in real time and bring life-saving expertise to rural communities. Learn more about mixed reality in healthcare Be sure to also read another healthcare story for Imperial College Healthcare NHS Trust which provides acute and specialist healthcare in northwest London for approximately 1.5 million people annually. Like Mount Sinai Hospital, the Imperial College Healthcare NHS Trust successfully deployed Dynamics 365 Remote Assist on HoloLens 2 to help doctors cope with the spike in COVID-19 patients during the global pandemic. Using mixed reality solutions enabled their doctors to minimize doctors’ exposure to infected patients, keeping physical contact to a minimum while still enabling the medical team to collaborate on patient care. Hands-free telemedicine is truly poised to be future of healthcare organizations worldwide. Discover how your organization can similarly leverage Dynamics 365 Remote Assist on HoloLens 2 to improve patient care, protect frontline workers’ safety and help provide critical medical expertise to underserved regions globally. Learn more about Dynamics 365 Remote Assist. Register to attend upcoming Dynamics 365 Remote Assist Microsoft Reactor sessions. Complete the Dynamics 365 Remote Assist Learning Path. Read Dynamics 365 Remote Assist customer stories. Listen to the Dynamics 365 Connected and Ready podcast episode on mixed reality, “Exploring anatomy in mixed reality, with Mark Griswold.”

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One of the most important aspects of fraud prevention is to know where you stand in the fight against fraud. An effective fraud scorecard makes you aware of current trends, helps identify any evolving problem areas, and empowers you to make decisions as an organization. Striking the right balance is important. Too much detail can drop adoption or cause you to miss unforeseen issues due to information paralysis. Too few details won’t deliver actionable insights, rendering the scorecard ineffective.

One way to strike that balance is to design a layered scorecard that is crisp, insightful, and appealing to all audiences.

Define the goal of the scorecard

Before you get started, you should know the answers to these questions:

• What is the scorecard supposed to say and to whom?
• Is it meant for consumption by senior management?
• Should it cater to analysts and fraud managers?
• Should it provide the ability to do deep analysis and define rules?

When any new patterns are found during investigations, it’s tempting to add additional views to the existing scorecard. Over time, such additions will bloat the scorecard and deplete its overall effectiveness. Defining a goal in advance and sticking to it will help to ensure that the value of the fraud scorecard remains intact.

After the goal is defined, the layers for a fraud scorecard can be carved out. Typically, three layers work best to offer insights that cater to different levels of consumers.

First layer: Exec summary

The purpose of this layer is to show the business impact as a snapshot. A view that can be taken as-is into executive review slides. Include only a few uber-level metrics. Profit efficiency, which measures overall impact from fraud, non-fraud, and optimization, should be the main metric in this view. Customer impact metrics, such as escalations or false positives and a split of fraud detected by automated system versus human reviews, can also be included. Representing these metrics as snapshots for a specific time, month, or week, and color coding them to measure against target or change from a previous time period will emphasize the goal of this view.

Second layer: Contributors

This layer should show what the current trends are and what is contributing to any changes in uber-level metrics. This will be the key monitor for fraud managers and the starting point for analysts. A trended view of key metrics, such as fraud rate, split by chargeback and other sources, rejection rate, top rules that were executed, challenge rate, and refund rate can be included here. Representing these as trend charts, with the ability to look back a few months, will make these most insightful.

Third layer: Drivers

This layer offers deep dive views on causation. Analysts can rely on this view to quickly identify drivers for any changing trends and react to evolving fraud patterns. Score distribution and respective fraud rates, segmentation slices such as geo-product-payment type can be included. If there are certain thresholds implemented to deter abuse, such as a maximum of five orders per month per user, then views can be added here to track users who are hovering just below the threshold.

Things to avoid in a fraud scorecard

It is important to not use a fraud scorecard as an investigative tool. A scorecard is meant to provide an aggregate view of where things stand, like the dashboard of a car. Investigations will require specific data at transaction level. Having the ability to slice data in multiple forms and link across transactions is quintessential for investigations. Trying to build one tool for both purposes can easily lead to large amounts of data, which slows down performance and dilutes value. Except for certain cases where you are using specialized Power BI and data exploratory tools, it’s always best to keep a fraud scorecard separate from investigative tools.

Next steps

If you’re already using Dynamics 365 Fraud Protection, use the account protection and purchase protection scorecards to gain business insights. Additionally, as described in our earlier post Do you monitor the pulse of your fraud protection operations?, you can also export transactional data into your existing workflows to augment your business-specific reports.

If you aren’t already using Dynamics 365 Fraud Protection, sign up for a live demo or a free trial to check out this and other capabilities that can help your business develop effective fraud protection strategies.

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It comes as no surprise that today’s world is driving a seismic shift in B2B sales. Customers are rapidly adopting digital buying behavior, and sellers are feeling the pressure to reinvent themselves. Organizations must commit to empowering and enabling their sellers if they want to adapt to the new landscape and remain resilient in their markets. Companies that are successfully navigating selling today are doing two key things:

• Working smarter: streamlining and scaling sales activities with powerful digital tools.
• Being more strategic: leveraging sales operation roles to focus sales teams on the next critical steps to win accounts with the most opportunity.

While digital selling and optimized sales operations are important for helping sales teams orient their efforts in the post-pandemic marketplace, they are only as good as the data they rely on. New opportunities and new pockets of growth are missed if your data is stale or inaccurate. Compiling that data manually takes time, and trusted and reliable data can be hard to find.

Equipping sellers with reliable, actionable, and relevant real-time data is essential if sellers are going to embrace relationship selling and make the most of the time they have available with customers. Confidence in the “next best steps” and clear direction are what sellers need to turn an opportunity into a victory.

Dynamics 365 and LinkedIn Sales Solutions bring the human touch to digital experiences

Microsoft already brings Dynamics 365 Sales and LinkedIn Sales Navigatortogether, enabling sellers to deliver more personalized and meaningful engagement with customers. By providing a unified view of data, Dynamics 365 Sales and LinkedIn Sales Navigator work in tandem to:

• Empower sellers to find key decision makers
• Keep sellers connected to buyers
• Reduce sales friction

Together, Dynamics 365 and LinkedIn Sales Solutions ensure sellers can build deep, trusted relationships with buyers, and deliver the authentic and personalized engagement that today’s buyers demand.

Introducing LinkedIn Sales Insights for Dynamics 365 Sales

In February, LinkedInannounced the general availability of LinkedIn Sales Insights, a new product in the LinkedIn Sales Solutions portfolio that is powered by over 740 million members on LinkedIn to help sales organizations identify and size potential opportunities, get a clearer view of the market, and plan more confidently. With this integration, customers who integrate Sales Insights into Dynamics 365 Sales can feel more confident about their sales planning in knowing that their CRM is powered by the reliable, trusted, and aggregated data produced by LinkedIn Sales Insights.

By bringing together aggregated data at scale with powerful tools that reveal actionable insights, teams are focused, productive, and successful. Intelligent automation that leverages the depth and accuracy of buyer records from LinkedIn helps sellers strategically engage, develop connections, and turn relationships into revenue. With LinkedIn Sales Insights for Dynamics 365, you can expect:

• Account planning and prioritizationwith LinkedIn Sales Insights, company information can be brought into Dynamics 365 Sales to help more confidently plan and prioritize knowing the data powering your CRM is reliable.

• Harvesting opportunities within existing accounts is simpler and far easier with integrated tools that keep a pulse on key accounts.

• Opportunities are more accurately evaluated by drilling down into size and growth of specific company departments, functions, and job titles to more accurately size opportunities.

Learn more

Together, LinkedIn Sales Solutions and Microsoft Dynamics 365 support stronger relationships and an increased pipeline by delivering the most current data with powerful intelligence and tools to make sales teams even more customer-centric.

LinkedIn Sales Insights can help your team harness the power of reliable data. Learn more about LinkedIn Sales Insights for Dynamics 365 and discover how it can help transform your sales planning.

Ready to empower your sales team? Read about LinkedIn Sales Insights integration with Dynamics 365 and view the installation guide for LinkedIn Sales Insights for Dynamics 365 Sales.

Want to learn more about Dynamics 365 Sales? Watch a demo or take a guided tour to see how Dynamics 365 Sales can empower your sellers with actionable insights.

The post Smarter sales planning with LinkedIn Sales Insights for Dynamics 365 Sales appeared first on Microsoft Dynamics 365 Blog.

2020 was a call to actionfor every business. As we all move forward, our vision is to help empower businesses with digital technology that unlocks the potential to be resilient and sustainable through the next decade and beyond.

This morning at Microsoft Ignite, we are announcing new Microsoft Dynamics 365 capabilities that will help businesses adapt and evolve to elevate customer experiences, including:

• The April preview (for North America and EMEA) of real-time customer-led journey orchestration capabilities in Microsoft Dynamics 365 Marketing, more insights from ecosystem-wide data in Microsoft Dynamics 365 Customer Insights, and real-time survey capabilities in Microsoft Dynamics 365 Customer Voice to help organizations drive personalized interactions with customers.
• The April preview of Microsoft Dynamics 365 Intelligent Order Management, a new application that enables organizations to orchestrate and automate order fulfillment intelligently with a range of order capture and fulfillment options.
• A powerful and seamless integration of Microsoft Teams and Dynamics 365 that includes embedded Teamscollaboration experiences in Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Field Service, and Microsoft Dynamics 365 Customer Service; enhanced digital selling tools in Microsoft Dynamics 365 Sales; and the ability for individuals to set up, promote, and report on events hosted on Teams directly from Dynamics 365 Marketing.

Be sure to watch today’s featured Microsoft Ignite sessionElevating the end-to-end customer experience with Dynamics 365for a deep dive into these additional capabilities. Also, be sure to catch up on what’s next for Microsoft Power Platform and watch the featured session at Microsoft Ignite to learn how low-code Power Platform solutions that can work together with Dynamics 365 to drive innovation and customer excellence across the organization.

Driving personalized interactions across the customer journey

Customer expectations have changed significantly. Marketing needs to expand from segment-based campaigns to moment-based marketing, from megaphone messaging to personalizing a holistic customer journey for each individual. Updates to Dynamics 365 Marketing, Dynamics 365 Customer Insights, and Dynamics 365 Customer Voice help businesses reach this goal.

We are announcing real-time customer journey orchestration capabilities in Dynamics 365 Marketing slated for preview release as part of the April release wave 1 updates in EMEA and North America. Any team driving customer experiences can engage customers in real-time based on interactions across marketing, sales, commerce, and service to win customers and earn loyalty faster. The solution enables teams to personalize experiences with artificial intelligence (AI) across digital and physical touchpoints, and build customer trust with a unified, adaptable platform.

At Microsoft Ignite, we are announcing updates to Dynamics 365 Customer Insights that power even greater insights from ecosystem-wide data and direct activation on new destinations, including Microsoft Advertising and third-party services. Deep integration with Microsoft Azure Synapse Analytics empowers organizations to build custom AI models and improve relevancy with advanced segmentation and targeting.

Direct feedback is key to growth, whether gathering employee feedback to improve company culture or continuously tracking customers’ perception of your services and products. At Microsoft Ignite, we are also announcing real-time survey capabilities in Dynamics 365 Customer Voice, enabling organizations to be agile in their collection and analysis of direct customer feedback. In addition, within Dynamics 365 Marketing, people can now use customer journeys to create automated campaigns with workflows triggered by survey responses. For example, if a customer is displeased with a specific product feature or service, the response can notify an account manager for follow-up or send a coupon by email.

The United Nations Children’s Fund (UNICEF) works tirelessly in more than 190 countries and territories to save the lives, defend the rights, and help fulfill the potential of millions of children, from early childhood through to adolescence. Private donors and volunteers who contribute their resources, effort, and influence to support UNICEF are essential to the mission’s success. The contributions are collected by local UNICEF committees in 35 countries, such as UNICEF Netherlands. With Microsoft Dynamics 365 Customer Insights and customer journey orchestration in Dynamics 365 Marketing, UNICEF Netherlands can better engage donors and build lifetime loyalty by delivering real-time, meaningful, and personalized messages across the right touchpoints at the right time.

Together, these connected applications help companies elevate customer experiences across all touchpoints in a customer’s journey and build deeper customer relationships with more meaningful engagement across both digital and physical channels.

Read our deep dive feature story to learn how to start driving personalized interactions across the customer journey.

Building supply chain resilience, leading through change

All customers expect seamless omnichannel buying and after-purchase experiences with multiple fast delivery options. Companies need to centrally and intelligently manage the entire lifecycle of an order from intake to fulfillment so that they respond fast to constraints and disruptions and still deliver on the order promise. And they need to do so by integrating modern solutions into existing enterprise systems, improving time to value and reducing costs.

At Microsoft Ignite, we are announcing Microsoft Dynamics 365 Intelligent Order Management, an application that enables companies tointelligently orchestrate fulfillment and automate it with a user-friendly, easily configurable rule-based system using real time omnichannel inventory data, AI and machine learning. They can measure fulfillment effectiveness and model the order fulfillment journey using easy to use designer tools. Gone are the days of static rule hard-coded into systems.

Dynamics 365 Intelligent Order Management truly enables omnichannel order capture and fulfillment. The application helps organizations easily scale to support new order intake, fulfillment, and delivery partners with pre-built connectors. Companies can get up and running quickly as it integrates seamlessly with any enterprise resource planning (ERP), customer relationship management (CRM), warehouse management, fulfillment, and delivery systems and has no dependencies on other Dynamics 365 products.

Organizations likeBreville can use Dynamics 365 Intelligent Order Management to truly enable omnichannel order capture and fulfillment. The application will help companies easily scale to support an ever-changing business landscape of new order intake, fulfilment, and delivery partners with pre-built connectors– and easily extend into new business models. Companies can get up and running quickly, as it integrates seamlessly with any order or fulfillment channel: digital ordering channels (such as e-commerce or marketplaces or apps), traditional ordering channels (such as EDI), and various fulfillment and micro-fulfillment options.

Dynamics 365 Intelligent Order Management will be available in preview in April. Watch the on-demand session Intelligent fulfillment orchestration for optimized delivery at Microsoft Ignite and read our deep dive feature story to learn more.

Improve collaboration and engagement for enhanced customer experiences with Microsoft Teams and Dynamics 365

It’s no coincidence that businesses with a culture built around teamwork and collaboration are often highly agile, innovative, and in tune with customers. Time and again, we spot this trait at organizations that use both Dynamics 365 and Microsoft Teams together to access, share, and collaborate on information.

In a featured session at Microsoft Ignite, as well as in a deep dive feature story on this blog, we’re spotlighting additional capabilities to more seamlessly collaborate and connect on business priorities.

A more connected and engaging experience with Microsoft Teams and Dynamics 365 makes it simple to meet, chat, call and collaborate right from within your Dynamics 365 workspace. Similarly, while working in Teams, you can seamlessly access and share records, and information from Dynamics 365so everything you need to stay focused and productive is in context of the task at hand.

In addition, updates to specific Dynamics 365 applications enhance collaboration experiences tailored to the way people across departments and teams work together and engage customers.

Boost collaborative digital selling and engagement

Sales teams are rapidly shifting to digital selling, where sellers guide and collaborate with customers remotely. A new embedded Teams experience helps sellers leverage Teams chat directly in Dynamics 365 Salesfor real-time collaboration with the sales team. Sellers can see chats, channels and people related to a customer record, start a conversation without leaving Dynamics 365, and see suggested actions to help close deals.

We are also introducing bothan embedded Teams dialer experience for Dynamics 365 as well as an extensibleTeams meeting experiencevideo or audiothat seamlessly ties back to Dynamics 365 Sales.Conversation Intelligence in Dynamics 365 Sales automatically transcribes calls and analyzes content, sentiment, and behavioral style. In this release, we’ll introduce the ability to generate Teams calls right from within the sellers’ workflows, inside their CRM, with conversational KPIs and advanced business insights surfaced on top of those calls. These collaborative experiences help improve the way sellers connect with other sellers, prospects, and customers.

Today, sales teams can monitor career movements of contacts using LinkedIn Sales Navigator, and can connect sales records to Teams without Leaving Dynamics 365 Sales. Now there’s a new way for sellers to get even more value from LinkedIn Sales Solutions. When you integrate LinkedIn Sales Insights with Dynamics 365 Salesyou can automatically import the latest company profile datasuch as size and growth of specific departments and job titlesfrom LinkedIn Sales Insights into a matched account in Dynamics 365, to help keep your data up to date. This combination helps sales ops teams by providing more reliable, trusted data that’s updated in real time, so that sales ops can focus sellers on building relationships with accounts with the most opportunity.

Turn event attendees into loyal customers

With Teams and Dynamics 365 Marketing, planning online events and nurturing your attendees is fast and easy. Today we’re announcing that customers can set up, promote, and report on events hosted on Microsoft Teams from within Dynamics 365 Marketing. In a few simple steps, they can export attendee data and view customer segments created in Dynamics 365 Marketing based on audience attendance. Customer journeys, including starter emails, are also automatically created to nurture attendees. Users can then further customize the content and experiences for attendees based on how they engage and orchestrate personalized customer journeys.

Also announced today, commercial Microsoft 365 E3 and E5 customers will soon get six months of Dynamics 365 Marketing at no additional cost. We’ll have more details on this offer to share soon, along with eligibility details, and we are excited to see you reap the benefits of these solutions together.

Resolve customer service issues collaboratively

As organizations leverage capabilities like Power Virtual Agents to enable customers with faster self-service, issues that get to agents are more complex. New intelligent routing and assignment capabilities leverage rule-based and machine learning classification to ensure incoming work items are routed to the best-suited agent or queue. However, sometimes customer service agents need deeper subject matter expertise from the broader organization.

With Teams capabilities embedded in Microsoft Dynamics 365 Customer Service, customer service agents can easily find and collaborate with the right, available subject matter expert directly from the flow of their work to rapidly resolve customer issues. While working on a case, agents can access queue members and supervisors, discover agents who have resolved similar cases, or subject matter experts with relevant skills. Customer service-initiated chats are visually differentiated from other Teams chats for faster discoverability.

In addition, agents can link relevant chats to the underlying records socontext is never lost. These features coupled with a new administration experience streamlines the setup and configuration of the system, enabling the organization to get up and running quickly. We are excited about how these features will empower agents to deliver timelier and more empathetic customer experiences.

Enhance collaboration across field service

Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Remote Assist, and Microsoft Teams enable field technicians to stay connected to work orders, information, and experts in real-time. For example, Dynamics 365 Remote Assist and Teams enables surgeons at hospitals within the Mount Sinai Health System in New York to advise counterparts 7,000 miles away at Kyabirwa Surgical Centre in Eastern Uganda.

Today we are announcing new customer engagement capabilities for Dynamics 365 Field Service (generally available on April 1, 2021) that enable end customers to find their technician and rate their visit. In parallel, we are also previewing self-service scheduling on April 1, 2021, which will be generally available later in the year.

Customers can schedule on their own time directly from their devices, providing a more personalized experience, reducing scheduling errors, and rescheduling events. This can help to reduce your organization’s back-office costs by reducing scheduling call volume, freeing up resources to focus on other tasks.

Automated service visit reminders will ensure customers are ready and available when the technician arrives, eliminating wasted trips due to customer unavailability. Real-time location tracking while the technician is on route helps your customers better plan their day around a service visit. Following a service visit, customers can submit direct feedback, helping to drive improvements within your field service technician workforce.

In addition, we will introduce streamlined onboarding experiences such as adding new users, accounts, and workers. This will greatly improve administrators’ ability to deliver faster time to value to their service organizations.

Collaborate across the organization

Learn more about collaboration and engagement capabilities heading to Dynamics 365, including how we’re enabling retail teams to showcase best practices, highlight urgent tasks, and build a stronger community among store locations; as well as how HR professionals can enable employees to view time-off balances and submit leave requests from within Microsoft Teams.

We will continue our investment in innovation to turn work the way it was, into work the way we want it to be: More efficient, more collaborative, more insightfuland ultimately, more productive. The Microsoft Cloud is built from the ground up to enable just this, and we can’t wait to see what you will do with it.

Catch the next wave of Business Applications updates

These solutions join hundreds of additional capabilities that will be released between April 2021 and September 2021. You’ll learn about many of these updates over the next few days at Microsoft Ignite, so be sure to check out the full line-up of Dynamics 365 sessions and connect with your global community in the Connection Zone. To get started, check out these featured sessions:

• Microsoft Teams and Dynamics 365: The unified collaboration platform for modern business.
• Elevating the end-to-end customer experience with Dynamics 365: Infusing intelligence from front to back office.
• What’s new and what’s next for the Microsoft Power Platform.
• Driving a Data Culture with Power BI

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