Looking back at what we expected from the emerging Social CRM landscape 10 years ago and what actually happened. A journey through Microsoft’s efforts in embedding social into the core features of what still used to be called Dynamics CRM.
In 2020 Release Wave 1, Microsoft is shipping new App Modules for Sales Team Member and Customer Service Team Member. Let’s look at the Early Access features and see what you can do with these apps, prior to the coming technical enforcement of Team Member access rights.
In my previous post I explored the current Dynamics 365 Customer Engagement solution update practices and used the Playbooks feature as an example. Here’s a quick overview of what the actual Playbooks offer. The official MS documentation, “enforce best practices with playbooks”, gives you a list of what the initial October ’18 release of Playbooks […]
We’re living in the “post-October” era where many of the new Dynamics 365 Customer Engagement features promised in the Oct ’18 Release are materializing into the live environments. Not all of them, though, since that space train carrying the Business Applications release bits has been scheduled to run from October 2018 to March 2019, as […]
We’ve come to part 3/3 in the Smarter Sales Process article trilogy. In the earlier posts we talked about customizing the lead qualification process and using calculated fields for opportunity estimated revenue, to get more out of Dynamics CRM 2015 than what the standard sales related functionality offers. To close things off, let’s have a look […]
It’s time for part 2 in the Smarter Sales Process article trilogy. As described in my previous blog post about lead qualification process customization, this content is taken from my MSDynamicsWorld.com webcast titled “A Non-Developer’s Guide to Smarter Sales Processes in Microsoft Dynamics CRM 2015“. After having adjusted the lead to opportunity process to better […]
This is the first part in an article series where I’ll be presenting a few customization tips & tricks that you can use in Microsoft Dynamics CRM 2015 to enhance the functionality used in a typical sales process. The content was first shown in my live webcast on MSDynamicsWorld.com on May 6th: “A Non-Developer’s Guide to […]
Sometimes a data model that is perfectly valid on a logical level does not enable the system end users to actually leverage the data stored in it. One example of such a design is the way Microsoft Dynamics CRM handles the information collected on the standard (uncustomizable) dialog windows used in the case resolution and […]
CRM 2013 Business Process Flows (BPF) have been designed to support a scenario where the same transactional records (opportunities, cases, custom entities like projects) can follow alternative process steps depending on the business logic required. For example, you can use the same opportunity entity to support the sales processes of two departments that are operating […]
A while ago when performing a requirements gathering session for the sales process functionality in a CRM implementation project, my client asked me whether Dynamics CRM was able to show information on the opportunity form about how similar opportunities had performed in the past. Thinking of an analogy from the world of consumer web apps, […]