Knowing how your sales organization engages with your B2B customers can help you spot changes in communication patterns and understand the state of your accounts and how your organization interacts with them….Read more
Enriched profiles in Microsoft Dynamics 365 Customer Insights help you understand your customers’ brand and interest affinities so that you can provide the hyper-personalized experiences across touchpoints that today’s customers seek….Read more
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly…Read more
A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. Dynamics 365 Customer Service knowledge management enhancements help you make sure agents’ knowledge base searches are both fast and comprehensive….Read more
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again?…Read more
Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. Taking into consideration both work item requirements and your agents’ capabilities, unified routing directs incoming work items to the queue or agent that’s best suited to handle them….Read more
Governments are increasingly turning to data to address their most urgent issues. But many struggle to unlock the value of their business data to meet the challenges facing their communities. Housing, economic recovery, public safety, and infrastructure are more complex, requiring coordination and data-sharing among many departments and agencies….Read more
As part of the work to make Dataverse more relevant to our education partners, the 2022 release wave 1 of Dynamics 365 education accelerator includes features that were developed in response to your feedback….Read more
Organizations that run their Dynamics 365 Business Central or Dynamics NAV workloads on-premises often have large amounts of data built up from a high volume of transactions….Read more
In telecommunications, avoiding downtime is job 1. It is critical to plan, schedule, and track maintenance operations that can reduce or avoid outages. Plant operators need to have a quick, accurate picture of maintenance while maximizing efficiency….Read more
When sellers follow a predefined set of activities from day to day, they will usually be more productive. These best practices, or sequences, guide sellers. Dynamics 365 Sales Premium recently announced a preview of the reporting capability for sequences….Read more
In sales, planning is everything. However, many sales reps lack a detailed plan on how to follow up with prospects. Creating a customized plan for various scenarios is the basis for a sales cadence….Read more