In the contemporary era, globalization of the market has added an extra load on the existing pressure organizations face in terms of maintaining their brand image. Within the context of improving the sales numbers, it is crucial for companies to establish direct relationships with customers for the purpose of creating lasting experiences and brand loyalty. This can be successfully accomplished when companies utilize certain software applications that enable them to acquire specific customer metrics which are subsequently implemented in the process of establishing deeper relationships with their clients.
One such application is Dynamics 365 Customer Engagement, developed by Microsoft that implements features which enable companies to enhance customer experiences.
What is Dynamics 365 Customer Engagement?
Dynamics 365 Customer Engagement is one of the applications developed by Microsoft that aims to improve the process of customer relationship management for organizations across the world. It is a popular customer relationship management application that helps user organizations to improve their marketing strategy, sales patterns, service methods and productivity. All these enhancements in the various aspects of a business will subsequently lead to increased customer satisfaction and brand loyalty.
What is included within Dynamics 365 Customer Engagement –
Some of features included within the application can be enumerated in the following way:-
- Streamlining the Customer data acquired in order to aid the improvement of customer relationships management.
- Unifying customer data for better analysis.
- Enhancing the process of analyzing the customer metrics
- Helping organizations in developing enhanced customer service patterns.
Views Available within the Dynamics 365 Customer Engagement –
The Customer engagement application available under Dynamics 365 is available in a three-view format. These can be categorized in the following ways:-
- Personal view
- System view and
- Public view
Method to Access Customer Engagement Dynamics 365 plan
In order to understand the extent to which Customer Engagement Dynamics 365 is suited for the user organization, the best method is to opt for trial experiences. This option allows the user to deploy the application in a live environment working on Dynamics 365. The trial can be activated by the user company by navigating to a website in the browser, which is as follows:-
Solution Lifecycle Management:
Within the customer engagement application for Dynamics 365, there exists a solutions structure. This helps in implementing the Application lifecycle management successfully. This structure was introduced by Microsoft on January 25, 2019. The Application lifecycle management is a platform that ensures the effective transfer of solutions from the host company to the users. This process is continued while the user’s system adapts to the internal and external changes.
The features of the framework solution within Dynamics 365 have been improvised to ensure that the complete process of transfer is completed in a simple and hassle free way. The supported operating systems in this context include the following:-
- Windows 10
- Windows 7
- Windows 8
- PDF Reader
In order to install the instructions, the user needs to go through the following steps:-
- Choose Download
- Next, open or save the pdf file to the user computer.
Benefits of Dynamics 365 Customer Engagement Applications
The benefits of implementing Dynamics 365 Customer Engagement are varied. It is one of the most powerful yet intuitive platforms for unifying the customer metrics, deriving actionable insights from it and aiding organizations in the process of enhancing their customer business. Thus, the beneficial aspects of the application can be enumerated concisely in the following manner:-
- The application helps in increasing the productivity of the user organization by performing several actions like Streamlining sales cycles, providing a single view of prospective customers and many more.
- Customer Engagement Dynamics 365 has the power to provide for a cross team collaboration which implies that the employees of the user organization can interact with each other irrespective of their location or department.
- The application can empower the user company with the insights that can be influential in improving the customer relationships and experiences.
With the available customer metrics in the form of actionable insights, the user stays more informed to make better decisions.
Customer Engagement Dynamics 365, v9.0 update 0.4: A brief Introduction
The term ‘Dynamics 365, v9.0 update 0.4’ refers to the update that was made available by Microsoft on May 14,2019. The service update 0.4 is provided for the Dynamics 365 (on-premises) 9.0 version. This update is available for download at the Microsoft Download Centre.
In order to determine whether this download had already been applied, the user organization can check the Microsoft Dynamics Customer Relationship Management number of the online version. This check can be carried out by following two simple steps, which include:-
- Tap on the gear icon in the upper-right corner.
- Next, select About.
The update was designed by Microsoft after the addition of certain performance enhancing features. These are packaged together in order to promote easy deployment of these within the internal systems of the user company. Certain supportive operative systems need to be available for downloading the update. These include-
- Windows Server 2016
- A computer that has Dynamics 365 server, v9.0 ( on-premises) or Dynamics 365 Reporting Extensions, v9.0 (on-premises) previously running.
Customer Engagement Dynamics 365 On-premises vs. Online: End of Customer Engagement Online With the available update 9.100 available for Dynamics 365 Customer Engagement (on-premise) the customer engagement Dynamics 365 online has become unpopular. Due to its new feature of Unified Interface, the Dynamics 365 Customer Engagement (on-prem) now has a collection of features that can help improve the productivity of organizations. The on premise version is capable of enhancing the business of the user company and provides a better user experience than the online version. According to report by qbsgroup.com,
“The transition SKUs from CRM online to Dynamics 365 Customer Engagement Plan, which according to communication from the transition paper on PartnerSource will remain available until October 31, 2019.”
What is Native Voice in Dynamics 365 Customer Service
The Microsoft Dynamics 365 Customer Service is an application designed for automating the process of customer service for the user organizations. The features include the creation of automated case management into dashboards and reports. The application is useful in making customer service the backbone of the user company.
The Native Voice –
The Native Voice is also known as the new voice within the Dynamics 365 Customer Service. The feature reduces the requirement for perfect telephonic communication and enhances the capability of the Dynamics 365 customer service teams to provide satisfactory experiences to the customers of the user organization.
Impact of Dynamics 365 Customer Engagement
The way customers can be impacted:-
The Transport Layer Security protocol or TLS will apply on Dynamics 365 applications. Any systems connected to Dynamics 365 (online) version 9.x or Dynamics 365 (online) government version 8.2 will fail if the TLS is not applied to them. Thus, the Dynamics 365 Customer Engagement can be impacted too.
The process of avoiding the impact:-
- For supported browsers – The supported browsers for the customer engagement Dynamics 365 that comply with TLS 1.2 will not be impacted.
- For Developer tools given by Microsoft- Update to the latest version of the tools used in developing, from the NuGET.
- For code built with Dynamics 365 SDK – The user must recompile the applications using .NET framework 4.6.2 or higher.
Unified Interface: Meaning and Utility
The term ‘Unified Interface’ refers to a feature that is used within all actions performed by Dynamics 365 Customer Engagement.
The characteristics of Unified Interface –
The feature uses the principles of web design to provide the optimal view and interaction experience for any device irrespective of size and orientation.
Reasons to move to Unified Interface
The benefits available for users that transition to the Unified Interface include the following:-
- Optimization of the existing investment in application.
- Access to a modern yet responsive user interface
- Enhancing productivity for the user organization
Difference between Dynamics CRM and Dynamics 365 can be listed as below :-
- Dynamics 365 resembles Office 365 more than the Dynamics CRM. Relationship insights are a new feature of Dynamics 365.
- While Dynamics CRM is a very flexible and robust customer relationships management application, Dynamics 365 has several new business management tools.
- The Dynamics 365 users get access to LinkedIn rolodex. But Dynamics CRM has no such benefits.
- Dynamics 365 has the ability to combine artificial intelligence and mixed reality techniques to help businesses improve their productivity while Dynamics CRM lacks such ability.
Conclusion:
Thus, the Dynamics 365 Customer Engagement is increasingly becoming the favorite application for organizations aiming to improve their productivity and with good reasons.
Frequently Asked Questions
▪︎ What is Dynamics 365 Customer Service Enterprise?
Dynamics 365 Customer Engagement are a collection of capabilities that aim to aid user organizations in providing better customer service to their clients. It enables the agents of the user company to take customer requests through various channels, tackle several sessions at a time and interact with customers over numerous applications.