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Microsoft Dynamics 365 Blog

For many businesses, success increasingly depends on having the agility to innovate and adapt to rapid change, responding to customer needs, competitive pressure, and industry trends. But this is a difficult challenge when employees are buried in time-consuming busywork like repetitive tasks or complex processes.

That’s why we are dedicated to helping organizations like yours automate manual business processes, across both legacy and modern applications, so you can focus on what’s most important for your business and customers. In March, we released robotic process automation (RPA) capabilities in Microsoft Power Automate Desktop for Windows 10 users.

This month, we are introducing enhanced workplace automation capabilities for Microsoft Dynamics 365—a set of prebuilt RPA solution templates, now available for public preview, that seamlessly integrate with select Dynamics 365 applications.

Initially available for Dynamics 365 Customer Service, Dynamics 365 Supply Chain Management, and Dynamics 365 Finance, the prebuilt automation templates enable teams to rapidly automate common business scenarios—freeing time from day-to-day manual, repetitive, and error-prone tasks.

Developers can further extend any of those solutions by using custom actions, custom connectors, Microsoft Azure services, and APIs to take full advantage of Microsoft’s one cloud and data ecosystem.

Flow chart for RPA automation

Save time across customer service, finance, and supply chain roles

Explore some of the ways that RPA can help streamline processes and save valuable time across the workforce.

Dynamics 365 Customer Service: Helping call center agents rapidly validate customer credentials

Most contact centers require agents to validate or authenticate customer identities before proceeding with the service engagement. By enhancing Dynamics 365 Customer Service with RPA, agents can automate steps of the validation process, streamlining call times and helping agents to troubleshoot and solve customer issues faster.

Watch a video to learn how Dynamics 365 helps agents easily validate customer credentials.

Dynamics 365 Supply Chain Management: Streamline quality assurance processes in manufacturing

We’ve heard from manufacturing customers about the need to streamline requests for quality inspections on the factory floor. Typically, technicians who observe potentially defective parts write down part numbers, and then create quality orders in the tracking system one by one to initiate quality assurance processes, which is inefficient and error-prone. With the integration of RPA processes into Dynamics 365 Supply Chain Management, technicians can scan or enter part details and submit quality orders on the spot to start quality inspection processes. This saves time and reduces errors. Since Power Automate natively integrates with Azure IOT connectors, this solution can be easily extended to trigger quality inspections automatically from sensor data, predictive analysis, and AI-driven decision making.

Watch a video to learn how to use RPA to create quality orders.

Read more on how to run quality assurance automatically with robotic process automation

Dynamics 365 Finance: Perform end of cycle financial close tasks, such as report generation and account validation

At the end of each financial period, finance team members perform standard recurring tasks in order to close the period (month-end, quarter-end, year-end). Many of these tasks include end-of-cycle report generation for the purpose of account validation and documentation. By integrating RPA capabilities in Power Automate, Dynamics 365 Finance helps streamline many of these manual and time-consuming processes, freeing up finance team members to focus on more critical strategic tasks while at the same time maintaining the accuracy that is highly demanded by the more and more restrictive finance audit regulations.

Watch a video to learn how Dynamics 365 automatically generates ’period-end’ financial reports.

Next steps

Take the first step to enable your customer service, supply chain, and finance teams to automate processes in Dynamics 365. Get a free Power Automate RPA trial license and install Power Automate Desktop, and then import the three solutions mentioned above into your environment to set it up. Check out the documentation for steps to get started.

Send us your feedback, and we’ll work hard to address your feedback and improve the preview experience.

We're always looking for feedback and would like to hear from you. Please head to the Dynamics 365 Community to start a discussion, ask questions, and tell us what you think!

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