Using Microsoft Teams and Dynamics 365 together is one of the best ways for companies to upgrade their customer engagement and “CX” strategies. While Microsoft Teams is a powerful platform for internal collaboration and productivity, Dynamics combines ERP and CRM functionality to enable exceptional customer interactions.
As one of the most flexible UCaaS platforms available, Teams empowers companies to connect their collaborative tools with solutions inside and outside the Microsoft ecosystem. The Teams and Dynamics 365 integration allows users to bring the robust functionality of their ERP and CRM tools into the Teams platform.
Plus, you can leverage Teams tools (like chat) within the Dynamics ecosystem. According to Microsoft, the integration helps companies speed up the flow of work, improve productivity, and drive better customer experience at no additional cost.
Here’s how you can sync Microsoft Teams and Dynamics 365 for your business.
Introducing the integration
The dedicated Dynamics integration for Microsoft Teams is easy to implement and use. With this seamless connection, users can invite anyone in an organization to view and collaborate on customer records within a Teams channel or chat.
Users can also make or receive calls within Dynamics 365 and leverage chat functionality. Sellers can share details on sales opportunities. Agents can access customer history insights, case records, and troubleshooting steps without leaving their favorite apps.
Currently, Teams can be integrated with various facets of Dynamics 365. You can link Teams to Dynamics 365 Sales, Customer Service, Marketing, Project Service Automation, and Field Service. You can also access the two platforms together using a contact center integration.
Microsoft notes the integration is built around the following pillars:
- Accelerating productivity: Connecting conversations across the organization with calling, meetings, chat, collaboration, and more.
- Collaboration: Invite anyone to view and contribute customer records in Dynamics 365 within a Teams channel.
- Engagement: Use Teams and Dynamics 365 with real-time contextual suggestions, capture customer sentiment, and track the customer journey.
- Integration: Boost customer engagement during and after events across channels with content and recommendations.
What Can Companies Do with Teams and Dynamics?
The Teams and Dynamics 365 integration doesn’t just bring Dynamics features into Teams. It also adds collaborative features to the Dynamics ecosystem. According to Microsoft, this helps companies connect and sync their teams in multiple environments.
Within Dynamics 365
In Dynamics, the Teams integration brings multiple collaborative features into the existing ERP and CRM ecosystem. Users can:
- Chat with team members: You can start and contribute to a Teams chat conversation from a customer record. Connecting a Dynamics 365 record to a Teams channel or creating a new team or channel from within Dynamics is possible.
- Access calling features: Sellers and team members can directly make and receive calls through Teams in Dynamics 365. The calls are automatically recorded and added to the record’s timeline with customizable notes.
- Host meetings: Microsoft Teams meeting integrations empower users to create and join discussions directly from Dynamics 365. There’s also support for contact suggestions enhanced by AI capabilities, which suggest the right team members to add to a conversation.
There are also various unique capabilities across different Dynamics environments. For instance, in Dynamics Customer Service, companies can create support swarms with embedded Teams chat to help agents resolve cases with subject matter experts.
Within Microsoft Teams
Using Teams and Dynamics 365 together also offers access to new features for customer engagement within the Teams ecosystem. Users can:
- Share dynamic records: Add Dynamics 365 customer records to a Teams chat or add components as a tab to Teams. Users can check and update relevant information in Dynamics from within Teams without switching interfaces.
- Integrate files: Users can co-author documents and automatically sync those documents to Dynamics 365 from within a Teams channel. Any files added to a channel will be automatically linked to the Dynamics customer record.
- Access alerts: Business leaders can keep team members productive with automatic notifications when a field value is updated on a contact record. Users can also create personalized dashboards with access to all the necessary documents.
- Use records in a meeting: With the Teams meeting integration, users can view and update records within a meeting and capture notes automatically.
Additionally, users can use Dynamics Marketing to set up, promote, and report on webinars and events hosted in Microsoft Teams. This allows users to complete pre and post-event activities within the Marketing app without having to leave Teams.
Microsoft Context IQ and AI
As Microsoft adds more Artificial Intelligence capabilities to its portfolio, we’re also seeing an increase in the number of intelligent tools in the ecosystem. Both Microsoft Teams and Dynamics will soon have their own Copilot integrations.
This allows users to leverage a powerful generative AI solution for message suggestions, contextual insights, and content generation in multiple apps. Copilot can even instantly summarize meetings and calls for agents and salespeople.
Microsoft also introduced Context IQ for its integration. This intelligent tool allows users to surface results from business data and records across Microsoft Search in one place. Plus, it includes powerful sharing features with built-in security.
Users can even access essential details in the workflow with actionable cards and collaborate with colleagues in just a few clicks.
How to Integrate Teams with Dynamics
Fortunately, integrating Microsoft Teams and Dynamics 365 is extremely straightforward. First, you’ll need to ensure you have licenses for both products. Then, you can install the Dynamics 365 app from the Microsoft store, just as you would any other Teams app.
