Every Dynamics 365 release and upgrade gives enterprises the chance to benefit from the latest app integration and high-end functionality that enables businesses to be more productive, deliver the best customer service possible and stay ahead of market demands.

This functionality extends and seamlessly connects across various departments, integrating collaboration, productivity tools, business analytics, security and automation.

Strategix picks the latest features and functionality that focus on the CRM workload for sales, marketing, and customer service for your organisation.

1. Dynamics Customer Insights (DCI)

Dynamics Customer Insights (DCI) provides a broad view of your existing and potential customers. It mines big data, analyses and predicts future sales and customer growth.

The DCI is a gold mine of information that successfully moves customer data to insights and predictive analysis.

The insights, in turn, drive your organisation to take actions such as omnichannel marketing execution, sales strategies and process optimisation.

2. Customer Service Hub

The customer service hub is an interactive platform that constantly evolves in design and functionality and is also available as an app.

It enables your organisation to communicate with your clients at a glance, respond to inquiries and troubleshoot when needed.

Latest updates include a refreshed look and feel, mobile responsiveness and faster metadata download.

3. Activity Timeline

The interactive customer service hub aims to get businesses more productive and organised by providing a seamless, better app integration and a responsive unified web interface (UI).

The Activity Timeline in the client hub combines posts, activities and notes in a single feed. It filters specific activity types and allows users to see unread, unfinished tasks.

The above and a clean navigation throughout the interface contribute to enhanced productivity in the workplace.

4. Business Process Flows (BPF)

The Business Process Flows capability in Dynamics 365 enables organisations to take custom actions with user input and initiate workflows.

The BPF functionality significantly extends integrations with other services and databases, automates workflow processes and assists with sales management.

Furthermore, the Flow is essential in helping your team progress faster across tasks and projects and pinpoint any inefficiencies in the process through built-in analytics.

5. LinkedIn Sales Navigator

The LinkedIn integration in Dynamics 365 for sales and campaigns leverages LinkedIn functionality by automatically viewing and synchronizing the platform’s social data for customer leads, accounts and contacts.

Additionally, the LinkedIn Sales Navigator tracks and merges any correspondence like LinkedIn messages and inMail, tasks, activities and appointments into the CRM system, without having to leave the platform.

Dynamics 365 unifies ERP and CRM into one cloud service with new purpose-built apps to manage all your core business functions, including Sales, Customer Service, Finance, Field Service, Operations, Marketing and Project Service Automation.