Alysa Taylor - Corporate Vice President, Industry, Apps, and Data Marketing
Today at Microsoft Inspire, partners and customers will learn how the Microsoft cloud can help them navigate their transformation journey, make the shift to hybrid work, innovate everywhere across their organization, and build it all on a foundation of trust and security.
We’ll also share how partners can capitalize on the opportunities ahead of us in the upcoming year.
One of the announcements I’m most excited about is how we’re activating the flow of work in Microsoft Teams with Microsoft Dynamics 365. With the world changing faster than ever before, none of us have time to waste when we’re trying to get work done. Searching for information, finding an expert to help your customer, or switching between apps all day long—all of these things slow down the flow of work and keep us from delivering customer experiences that matter.
With Dynamics 365 and Teams, we’re speeding up the flow of work, enabling anyone in an organization to view and collaborate on Dynamics 365 records, from within the flow of work with Teams—at no additional cost. No other technology vendor enables organizations to activate this capability without the need to pay for multiple underlying software licenses.
Think about the incredible potential when you activate the flow of work with Dynamics 365 in Teams:
- A service engineer can enable an agent to fix a customer’s issue by adding notes with troubleshooting steps to the customer service case record.
- Finance teams can streamline order fulfillment, sharing purchase orders and payment details with their counterparts in sales.
- A field technician can notify sales teams about products nearing end-of-life, so the sales team can proactively reach out with replacement options.
- And a sales team can close deals faster, by understanding signals from the marketing department around demand generation.
Only Microsoft is enabling this kind of innovation and accessibility without adding new costs for an organization. We’re so excited to see how our customers and partners build on this innovation and unlock new capabilities for their organizations.
View and edit Dynamics 365 records right within your Teams workflow
Dynamics 365 users can now invite anyone in the organization to view and collaborate on customer records right within the flow of a Teams chat or channel, ensuring the right individuals can take the next best action—faster and more efficiently without needing to switch context across multiple apps and data sources. For sellers, this includes sharing information like details on the sales opportunity, customer history, health of the customer relationship, key contacts, and more. For customer service representatives, this could include sharing the customer case record, sourcing troubleshooting steps, and tracking follow-up tasks.
Add a Teams meeting to appointments and capture notes
Dynamics 365 users can now add a Teams meeting when creating an appointment, enabling access to key customer information during a Teams call. Users can also capture notes directly with the Teams call, which is automatically saved in the timeline of the Dynamics 365 record. Only users with appropriate permissions can access the data, helping to ensure the most appropriate employees are viewing, interacting with, and sharing customer records.
Stay up to date on records with automated notifications and connected workflows
With more employees collaborating on records, it’s critical for stakeholders to know when colleagues make key changes as they happen. Automatic notifications keep stakeholders alerted to updates. Users can select specific chats and channels through which notifications are sent, as well as the frequency of notifications. In addition, specific adaptive cards can be sent based on the notification type, enabling more connected workflows.
Break down barriers with collaborative apps from our partners
Our new integrated experiences between Teams and Dynamics 365 represent just one example of a collaborative app. Today, we also announced a host of new and enhanced collaborative apps from market-leading independent software vendor (ISV) partners including Atlassian Confluence, SAP Sales Cloud, Salesforce, ServiceNow, and Workday. All these integrations bring structured business processes and data together into the context of collaborative work.
Manage your Teams app purchasing across the enterprise more easily
ISVs will also soon be able to sell their apps directly within Teams, offering new economic opportunities and providing a simplified experience for Teams IT admins to purchase apps and subscriptions directly from the Teams admin center on behalf of their organization.