Microsoft has announced a host of updates to the relationship between Teams and Dynamics designed to deliver a more integrated experience.
The vendor broke the new features and functionality into five categories: sales; marketing; customer and field services; and human resources.
We’ve pulled together the key innovations from each category.
Sales
Microsoft said that Teams and Dynamics 365 now use artificial intelligence to “put collaboration in context by providing actionable next steps using AI-driven insights”.
A new side panel in Dynamics 365 will show chats and channels related to the customer record that the user is viewing.
Microsoft has also integrated Teams voice and video meetings directly into the CRM platform. These come complete with transcriptions from any calls, while Microsoft’s Conversational Intelligence detects and possible actionable points that have been discussed.
Sellers can also do this via the Dynamics 365 app for Microsoft Teams, which can be found in the Teams app store.
Marketing
The updates to marketing through the two platforms centres on turning virtual event attendees into loyal customers.
Users can now set up, promote and report on Teams events from within Dynamics 365 Marketing and export data on the event’s attendees.
At Ignite, Microsoft announced that Microsoft E3 and E5 will soon be eligible for six months of Dynamics 365 marketing for free.
Customer Service
Microsoft said that the new embedded Teams functionality will also provide benefits from a customer service perspective.
