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.

The post Best practices for building an effective fraud scorecard appeared first on Microsoft Dynamics 365 Blog.

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

The post Announcing new Dynamics 365 capabilities at Microsoft Ignite appeared first on Microsoft Dynamics 365 Blog.

Think about the time spent between the moment you open an email or chat, find, and reply with the requested information, and then get back into the flow of your work. Add up those minutes-long interruptions, and you begin to realize why we often can’t finish everything on our to-do lists.

We want to dramatically reduce those disruptions by bringing together business processes, information, communication, and collaboration, enabling an integrated workspace for teamwork. Not only does this save time and improve collaboration throughout the day but frees up time so you can stay focused on customers.

At Microsoft Ignite, we are announcing a breadth of more connected and engaging experiences between Microsoft Dynamics 365 and Microsoft Teams, bringing together the features you depend on into a unified digital workplace for collaboration across your entire organization. These new capabilities help everyone work together from anywhere in a more seamless and natural way, as well as better engage with customers for more personalized experiences.

Watch now

We’re making it simple to meet, chat, call, and collaborate right from within your Dynamics 365 workspace. For example, as you browse a customer record, you can see related conversations and people, and then start or continue a chat without switching to Teams. Similarly, while working in Teams, you can seamlessly access and share business processes, records, and information from Dynamics 365so everything you need to stay focused and productive is in context to the task at hand.

Whether you work in sales or marketing, service, finance, commerce, or human resourcesany role that depends on teamworkthe unified collaboration features in Dynamics 365 applications and Teams will help you get daily activities done in a way that simply keeps everyone connected virtually in a natural way.

Let’s take a closer look at how our approach to unified collaboration makes an impact across the organization.

Sales: boost collaborative digital selling and engagement and transform customer interactions into revenue

Strong team collaboration and communication is essential in a sales organization, helping every seller identify, track, and share leads and opportunities. With Teams and Microsoft Dynamics 365 Sales, we are helping put collaboration in context and providing actionable next steps using AI-driven insights. This allows sellers to be more productive, work together better, and build stronger customer relationships.

Today we are announcing several new capabilities for Dynamics 365 Sales to boost collaboration across sales teams.

We are introducing an embedded Teams chat experience for Dynamics 365a side panel that shows recent and ongoing chats, channels, and people in Teams related to the customer record in view.

As a seller browses customer records, the side panel displays (1) Teams chats and channels that mention the customer or account, as well as (2) suggested chats and contacts based on colleagues who are working on the account. Without switching to the Teams app, sellers can start or continue the conversation thanks to a (3) Teams chat experience which also (4) displays the customer record and quick actions to help avoid switching apps to find relevant information.

Recent years have witnessed a radical shift in buyer behavior that has led most businesses to alter traditional sales methods and adopt digital sales to stay relevant, maintain a competitive advantage, and cater to the buyer’s needs without losing the all-important personal touch. Voice and video now are important channels to ensure sellers keep connection and drive valuable conversations without missing any follow-ups.

Today, we are introducing bothan embedded Teams dialer experience for Dynamics 365 as well as an extensible video or audio Teams meeting experience that seamlessly ties back to Dynamics 365 Sales.

As a seller is presented with the next best customer to reach out to, they can click-to-calla side panel showing the teams dialer opens, including real-time business-critical insights such as transcript with important mentions highlighted (1), a place for note taking (2), and automatic detection of action items (3) sellers can ensure actions are captured ready for follow up.

We also cater for Teams meetings that are scheduled and tracked by the seller. When they join the call from Outlook, Teams, or Dynamics 365 the familiar Teams client opens whereaside from the custom video, avatar, or shared contentthe seller will be presented with the same real-time insights as they did during the audio call, including the transcript with important mentions highlighted (4), a place for note-taking (5), and automatic detection of action items (6) sellers can ensure actions are captured ready for follow up.

All insights are tied back to the relevant record in Dynamics 365 Sales CRM with zero effort on the seller’s side. Within seconds of completing the conversation, the summary page will be available; including conversational KPIs representing the seller’s behavior during the call (7), commitment and follow-ups made during the call (8), important mentions (9), and the full playback option alongside sentiment analysis and segmentation of the call to topics (10).

These new team collaboration experiences are supported by multichannel engagement capabilities in Teams that help improve the way sellers connect with other sellers, prospects, and customers. The Dynamics 365 app for Mircosoft Teams enables sellers to engage with audio and video online meetings, and support for third-party outbound and inbound calling ensures advanced call control functionality is right where is should be: alongside the information that is fueling sellers’ conversations with the caller. Conversation intelligence automatically transcribes calls and analyzes content, sentiment, and behavioral styleinsights that can improve the way sellers engage with prospects and customers.

Learn how VITAS Healthcare, C.H. Robinson, Microsoft Inside Sales, and Grant Thornton transformed sales with Dynamics 365 Sales and Teams.

Marketing: turn event attendees into loyal customers

Virtual meetings and webinars are now a preferred way to connect and engage with audiences. With Teams and Microsoft Dynamics 365 Marketing, planning online events and nurturing your attendees is fast and easy.

Customers can set up, promote, and report on events hosted on Teams from within DynamHRics 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.

Today we’re announcing that 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.

Learn more about Dynamics 365 Marketing or visit our help documentation to get started. Also, discover how Project Management Institute Minnesota and Discoveries, Inc are using these event management capabilities in the real world to improve engagement with event attendees.

Customer service: resolve customer issues faster using the power of collaboration

As cases that reach your live agents become increasingly more complex, it’s more important than ever that your customer service tools are designed to make life as easy as possible for your agents to resolve customer issues. This includes how cases get assigned and how your agents collaborate with Subject Matter Experts (SMEs) within your organization. Key features such as unified 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. But, there are still times when customer service agents need support from other colleagues to quickly address customer issues without having to escalate or transfer the case. With the new embedded Teams chat capability, directly accessible from the Dynamics 365 Customer Service agent desktop, agents can collaborate with SMEs to resolve cases faster and more effectively, ultimately improve the customer experience.

The Teams chat feature enables agents to easily start conversations with SMEs and other peers, avoiding the disruption of switching apps, while maintaining a seamless flow of work. The enhanced collaboration feature reads the context of the customer record and suggests relevant collaboration contacts for the agent. Related Teams chats initiated from Customer Service are visually differentiated to enable faster discoverability. In addition, agents can link relevant Teams chats to the customer record so that the conversation, information,and context is immediately available.

Field service: enhance collaboration across field service

Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Remote Assist, and Teams work together to enable field technicians to stay connected to work orders, information, and experts in real-time, even from some of the most remote job sites.

Technicians and field service agents can use the integrated Teams experience within Dynamics 365 Field Service to collaborate in real-time with experts on work orders, as well as use Dynamics 365 Virtual Agents for Customer Service to enhance their productivity as they complete service tasks. Technicians can access the content they need related to the task at handfrom customer records to schematicsfrom a mobile device or for a hands-free experience, a Microsoft HoloLens mixed reality headset.

The solution is enabling 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. “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,” explains Dr. Michael L. Marin, Chairman of the Department of Surgery and Surgeon-in-Chief at Mount Sinai. “It helps us create a sustainable program of surgical care.”

Retail: maximize retail collaboration and staff efficiency

On the retail frontlines, it’s critical to have the most current and accurate product and inventory information customers need in the moment. With Teams and Dynamics 365, retailers can provide the frontline with streamlined mobile tools to connect with peers and get near-instant access to information they need to deliver exceptional customer experiences.

With Teams and Microsoft Dynamics 365 Commerce, we are also removing the barriers between the head office and individual stores by providing new task management functionality right within Teams. Task management functionality in Dynamics 365 Commerce allows managers and workers to create task lists, manage assignment criteria, and track task statuses integrated between Dynamics 365 Commerce back office, store commerce, and Teams applications.

Users can easily track task completion across all relevant stores, re-assign tasks, and give feedback and proof of execution where applicable.

Learn more about Dynamics 365 Commerce and check out our task management capabilities.

Human Resources: simplify employee leave and absence management

Microsoft Dynamics 365 Human Resources provides a comprehensive personnel management solution, including performance, leave and absence, and payroll integration. A new update, now generally available, enables employees to view time-off balances and submit leave requests from within Teams where they are already collaborating and getting their work done.

Employees simply type in keywords and a chatbot responds immediately to let them know leave balances or request time off. Managers can just as easily review and approve time-off requests with just a few clicks. By enabling employee and manager self-service, HR teams can stay focused on more strategic tasks while empowering employees to better manage their leave and absence benefits.

Learn more about the employee leave and absence experience in Teams.

Boost collaboration for better customer experiences across the organization

These integrated collaboration capabilities are just the start. We continue our investment in innovation to transform work, so everyone can be more efficient, more collaborative, more insightful and ultimately, deliver the best customer experiences possible.

Learn more on the Microsoft Teams blog and explore all of the ways Dynamics 365 and Microsoft Teams help move projects forward and keep people connected with chat, suggested actions, and records in collaborative workspaces.

The post Dynamics 365 and Microsoft Teams: extend collaboration across teams appeared first on Microsoft Dynamics 365 Blog.