Microsoft Teams + Dynamics 365 Integration – Webinar.
On Wednesday 6th May, we co-hosted a webinar with ACS Office Solutions around the Microsoft Teams + Dynamics 365 Integration.
This webinar introduces the main features between the Dynamics 365 and Microsoft Teams integration, exploring the main benefits and demonstrating various scenarios on how to drive efficiencies and collaboration within your organisation.
What is covered in the webinar?
- Overview of Dynamics 365
- Overview of Microsoft Teams
- Benefits of the integration
- Set up of the Teams + D365 integration
Demonstrations of the following business scenarios:
- Sales Teams
- Customer Service
- Account Management
As the live event has already taken place, please see the recording below:
Okay, so I think we’re gonna start sorry for running a few minutes late, just getting everything ready. My name is Steve Harley. I am the pre Sales Director here at ACS.
And I’m joined here today by Jamie Evans and Jessica Compton from PragmatiQ Solutions.
Today session, Jamie is going to take us through some of the integrations that are available between Microsoft Dynamics 365, and Microsoft Teams, and see how these two tools can really work together to add some real value to your organisation. And teams been a fantastic tool for us ACS. And and I’m sure many of you on the on the call as well. And really, it’s how do we take it to that next step and really make it sing. And there’s some of the advantages of having mark. So that delivered both the CRM as well as well as your collaboration is great. And during the course of the session, if you have any questions, the Q and A’s are open, what we will do is we will add them. If you can add any questions there, we’ll address them at the end. And try to just go through as many as we can. So if anything, strikes you want to ask more about please do hit the Q&A section and ask those questions. And we’ll pick those up at the end. And so really, without any further ado, I’m going to hand over to you, Jamie.
Thanks, Steven. Hello, everyone. Good morning. And welcome to this webinar, where we’re going to be going through the Microsoft Dynamics 365 and Microsoft Teams integration. So although Steven has introduced me this a little bit about myself, my name is Jamie Evans, I am the technical director PragmatiQ Solutions. We are a Microsoft Dynamics 365 partner, and we specialise in designing and developing bespoke CRM systems and custom databases with all of our solutions and systems, leveraging Microsoft Dynamics 365 and the power platform, the agenda for today I’m going to give a brief introduction into what is dynamics 365, and the power platform. And likewise, in a short overview into Microsoft Teams, but I’m sure a lot of you on the call are aware of what Microsoft Teams is. And then we’re going to go into a demo, which will be highlighting some of the key features of integration. But we’ll also be discussing some business scenarios where we believe the integration works really well to aid that collaboration between different departments.
Okay, so what is Microsoft Dynamics 365 and the power platform. So if you’ve, if you’ve heard of dynamics 365, before it might be in the capacity of on the CRM side, but also dynamics spreads across the range of business applications also into finance and operations. So you may be aware of it working with business Central, but for this particular webinar, we’re going to be focusing around the CRM side, and it’s what Microsoft called the customer engagement platform. And within that platform, there are five purpose built applications. And by Microsoft, there’s sales which help sales teams manage leads, nurture opportunities, raised quotes and orders. For example, you have customer service, which is for customer service departments and call centres to manage incidents and cases to resolution, you have field service, which is for companies running field service operations to help them manage work orders and dispatch engineers into the field. We have marketing, which is fairly self explanatory, but it’s marketing automation software, to help marketing departments and teams with their activities. And then finally, we have Project Service Automation, which is to support companies who operate and offer project services such as construction companies and professional services organisations.
What you also get with dynamics 365 in the power platform, is the ability to build on top of those applications to make them bespoke for a particular industry, or actually a particular individual business. It might be that if a particular individual needs and we do that by using the tools within the power platform, so we have the three main applications within that, which is Power Apps power automate, and Power BI. So we start on the right hand side with Power Apps we have
power apps is kind of a best described as like a business application framework we where we can build and customise on top of the existing applications, or we can build from scratch, some standalone, custom databases, and also even again, extend into the mobile applications as well. And then with power automate, this is a comprehensive workflow engine to drive automation.
But within those business applications for automating processes and workflows, and then finally, we have Power BI, which is a Business Intelligence Suite, where we can use connect to the data that’s within the customer engagement platform to visualise that data and get insights into the data that’s sitting within dynamics 365.
And then a little bit about Microsoft Teams, as you probably all aware of it. And then obviously, it’s getting more and more traction these days because of COVID-19. But if you’re not aware of it a little brief introduction, it is a team’s as a chat based collaboration tool, by Microsoft that provides remote teams and disparate teams with the ability to be able to collaborate and share information via a common space, which is called the channel which I’ll explain. And you’ll see within the demo, it provides features to be able to collaborate on documentation, one to one chat, team chat and video calls, for example. And then, of course, integrations into the other Microsoft products, which are some of the highlights there on the right hand side where you have planner around task management, Microsoft forms for, you know, forms, submitting or surveys, one note for the one notes, etc. And, of course, Microsoft Dynamics 365, which we’ll be focusing on in this particular webinar.
During the demonstration, I’ll be focusing on the three scenario business scenarios, it’s going to be around collaboration around sales opportunities, and we’re going to show it an example around how you could use it for account management. And then a non-sales related one is going to be around and customer service around the collaboration around the high priority case that needs to be resolved. And then also, at the end of the demo will be showing some additional features which we have the Microsoft Dynamics 365 bot, which is actually an app within Microsoft Teams, where you can, you can query and query the database and search the dynamics database and get the results from dynamics within Microsoft Teams. So that’s not a nice feature as well, that might drive some value to your organisation’s.
Okay, so I’m going to go into the demo. Now I’m going to start out in Microsoft Teams. So a little This is the desktop app of teams. And what we’re going to focus on at the start is the opportunities, the scenario around a working or collaborating around an opportunity. So for this scenario, the opportunity the company is going to be a company who specialising in doing office and commercial property fit out and also provide furniture and equipment for those companies as well. And what I’ve done here is I’ve created a team called UK South opportunities, so that is actually creating a team for a particular region. But likewise, that could be for a one a one off opportunity, if you had a large opportunity, you could actually create the whole team for the whole opportunity. If it runs over, you know, a long period of time, that could also be a good fit here. But this is one where I’ve actually created it for a region and a team. And so every team member will have access to every salesperson will have access to that team. But also other departments can have access. So it’s where they can loop in or collaborate with other departments such as design and the on the field engineers or the engineering team, for example. So we have here, overall team, but then we have some channels underneath there and is the channels is where we have where we start to communicate on. And there is a in this in this example, there is one channel per opportunity.
What I’ll do now is I’ll switch over to dynamics 365. And we’ll go and show how the collaboration works or the integration work. So I’m in Dynamics 365. I’m in what’s called the sales hub. So it’s the sales application. And then we have, we’re in the opportunity. And you can see here we have some UK South opportunities as a view, I’m going to click into this particular opportunity here. And there are some information that’s been filled out a little bit of information about what it is who’s the account is for Water District Council, the contact etc. We have some other information has been populated by the salesperson description, and then some notes here around you know, emails that have been sent also a timeline, emails that have been sent tasks and notes etc to get a bit of a background of what’s been going on that opportunity. But at this moment in time, the salesperson will wants to collaborate with other departments because they want the client wants to know and some ideas around times timescales and costs. So at this point, the set you know, predominately the salesperson will be working within the CRM, especially around opportunities. But at this moment in time, they want to start, you know, collaborate and get some information from the other teams, other members of other departments.
So what we want to do here is we’re going to establish a connection to Microsoft Teams and create a channel for this opportunity. So we can click on the collaborate button here in the in the, in the top menu bar, we click collaborate, and then we get a pop up to get started. So I click on Get started now, and what’s going on now is it’s going to retrieve the teams that I have already access to as a user. Now, I can see here that we have several teams here. But I have this one called UK South opportunities. So I’m going to click that particular team there, and then click Next. And then it goes away and retrieves some of the channels. And there is a little bit of a bug there with my system anyway, I need to do it the second time, and then it works straight away. Hopefully you guys don’t experience that. But it’s something I’ve just noticed recently. And so we get a list of channels that are currently there, I could add this opportunity to an existing channel. But for this scenario, I’m going to create a new channel. So I’m going to create it again asked me to then give a name, so I’m going to call it Warwick district. And then it’s going to be office block fit out. So there’s a lot of information there. And I’ll click Next. And then it comes back with some of the members that can add it to, but I’m actually just going to click finish here now. And when I click finish, you can see here, it’s going to start up the connection, it says this could take a few minutes, but normally only takes a few seconds, right on cue. And then we go to get a pop up here. And then we open up Microsoft Teams. And then that comes back to the desktop app of Microsoft Teams. For your information as well. There’s also a web, a web app with Microsoft Teams to use in a browser. But for this demos we are showing it in the in the desktop application. And now what you can see here is reated a new channel here for that particular opportunity. And you get the standard tabs in there, which are posts and files, which I’ll explain in a minute. But what you get here is the actual record within dynamics shown or pinned at the top here, and the actual tab.
The record is appeared in it’s embedded into the channel here. So I can see that it’s successfully synchronised. And now I have the dynamics record here visible in in teams, now I can work with this particular record, if I have access as a user, I can actually do my normal job. So if I have access to be able to edit this particular record, I could add new notes, I could move it on to the next stage in the process, for example. So you can really work with it as you were working with it in in Dynamics. And then if I had read only access, I, as a user, I’d be able to see the record, if I didn’t have any access to dynamics, then I wouldn’t be able to see this particular record. And so what you get here is that is is the is the record that you can work with set all the features and functionalities are there. But one of the real good, the benefits around having this record pinned here is this little chat option here. So you have the tab here in the top right hand corner, if I was to click it, I can actually start a conversation with other people in this team around this particular record. So the person when they get the notification that someone has asked them a question, they can go on to the channel, but they straight away they’re seeing the opportunity that’s related to it, and any information about that opportunity. So for example, I might say, I might say, to Daniel, okay, and here at Daniel, for example, I’ve got some pre pasted stuff here, please take a look at the documents on this opportunity and give some guidelines around timescales for the delivery, for example. So that then gets sent and Daniel will then get notified. If he’s on his, on his desktop or laptop, you get notified by the little pop up there. But maybe there was also a very strong mobile app for Microsoft Teams as well. So if he’s on the road, or you know, you know, it’s remote somewhere, then he can actually reply and see that information on his mobile app as well. But what Daniel can do, then he’s he can reply and get a conversation going there. Or we can also leave him or the members of the team if we need to get some answers to questions where you can also do as well down the bottom here is attaching documents. So you can start collaborating around documents. So for example, if I was to come back here and and add that in there, I can say upload from my computer. And I’ll just upload this for example as a test image. And then say, for example, please have a look at this spec. Just try that again. Open. And then I’ll say, Please have a look, for example, and I’ll click Send, and then that puts the, that could be a document, it could be an image, it could be whatever attachment it might be, in this case, it’s just a, a, an image. But that could be a document there. So you can have a back and forth conversation around this particular opportunity, and looping over the other departments. So it’s the ease of getting the access and the quickly the Quick Access of chatting, using the chat features to be able to get answers to things quickly. But you get the visibility of working with the dynamics record as well. And what you then also get is that there is synchronisation between the files within dynamics and the files within the team’s channel. So for those of you have used dynamics 365, for sales before, or the sale, the customer engagement platform, and they are aware of the SharePoint integration, when there’s when you establish a SharePoint integration to dynamics, it creates a document library for that, the same way as when you integrate into teams, it creates a separate document library for the channel. So for example, now there is files within the that particular picture is uploaded as a file in the file section, if I go back to dynamics, and then go to the Files section on the tab and just click that there, you’ll then see the the same image there as well in the list. So it’s synchronising those two Document Library. So whatever application I’m in, I get access to those documents, and everyone has that ease of access to the information that’s needed.
And what we also have here is on the post channel is that we get all of the correspondence has been going on in the different tabs, you get a kind of summary of it here in the overall conversation channel, which is called posts. Obviously, I’ve showed you the files. And wiki is something that comes as default, but we normally remove that unless you want to use the the sort of wiki features. And but some also other other add ons that we tend to see clients using and also we’re using teams ourselves is that we can add extra tabs in here where we leap into or connect to other Microsoft products. A good one is planner. So is a large opportunity, for example, you might want to start to divide tasks for different individual people and departments around getting information back around a particular opportunity. OneNote is also a good a good ad in there as well if you’ve got large amounts of notes around a particular opportunity, or drawings or diagrams that you’ve been sketched up, and that is a good one there. So everybody has access to that information. And then of course, we have dynamics 365 here as well. So this is the this is the other wa to integrate into dynamics 365. So I’ve shown you the way to go from dynamics 365 and create the channel automatically. But I can also do here is actually click on dynamics 365. And there’s another way of bringing those records into here. And then also, what you also get is a way of pinning certain views in here as well. So the way I’ve showed you in Dynamics 365 is on certain that collaborate button is on only on certain records. But if you have some custom records, or Yeah, some custom records that have been built, and they You can also integrate this way to those particular those particular records. But what you can also do as well, is to go on and select some of the views. So for example, if I was to go on here, and I was to select the account, and then say here to say also one of my key accounts, for example.
Or actually I’ll pick local authorities and click Save there. What happens then is adds another tab here to it. So I can have multiple tabs from dynamics, but it is a view of certain. And this is a view of a list of local authorities, which is a saved view in Dynamics there. So there are actually two ways of integrating into it. One that comes from dynamics and then the other way you can do it from in within teams itself. What you can also do as well is that when you’re on a particular tab, you can use the button here to go to website if you click that it just shoots and takes you straight through to the corresponding record within dynamics. There we go when that loads and we straight through working with that particular opportunity there.
If I jump back into into teams now, that was one scenario where shown, you know working on a particular channel for a particular opportunity, and then collaborating with other people within other departments. But you could also have another scenario where you might have your team for my key accounts, for example. So if I click on there, we then have a channel, which is a general one, which is a default that comes in. And then we have, again, we have the posts and the files for that particular channel. But again, we could have the the views there, where we can see the key accounts and obviously get access to those information. So I could click through to Warwick District Council, for example. And and then sorts to seeing all the rec all the information there. So that’s just another way that you could have, you know, a team there for an individual person or a team that is responsible for those accounts, where they have the the the access to that information within teams and not having to navigate over to dynamics to to access some of the key information there, it might be to gather information around the timeline, it might be to see some of the current opportunities there. Or it might be some of the files that are uploaded to that particular that particular account.
The other scenario around account management could be that you may even have a team for a particular customer, it could be a large customer, it could be one of your main customers where a lot of your orders are coming from. And so you could even structure it away to actually have a team for a particular customer. And this really depends on if you go with a region or key accounts or a team for a customer, or even like I mentioned earlier, a team for actual and individual opportunity, if it’s if it needs, if it’s going to be open for a long time, it needs a lot of collaboration and tasks around it. And it really depends on on using it as as an organisation, how you structure these teams and how you how you work with teams and channels. But this is just to show you a couple of the scenarios that can could work around sales opportunities and account management. So we have Contoso, here, which is a generic Microsoft company. And we have, for example, if I click on the the, the general one here, we have the Contoso account record pinned here, where again, we get access to that information, I might need to, I might be in a sales manager who wants to speak to one of their consultants around this particular account or the phone call they’ve just had with them, etc. So get the visibility to the timeline. But I can also start to chat with other people in the departments around that particular account. And then you could then extend that to have separate channels that might be an ongoing proposal for that particular client or an opportunity, that is a large opportunity for that client as well. And you can then create separate channels within that particular team. You also when you when you decide on how to structure this, it also depends on I guess security, and who has access to what within your organisation. So for example, when you have one key accounts, you can only you can invite the people who have to the team who are relevant for that particular account. Whereas in this example, the whole UK sales team will have access to all the opportunities. So it really depends on how you want to structure it. Another option is to actually have a team per account manager or team per sales consultant to for that person to only and the sales manager of that person to only have access to that team and only see the channels and the opportunities that they’re working on individually.
Okay, so that was the sales example. We have the opportunities, and then we have the key account examples here. I’m going to move on to another example, which is related to multiple customer service. So I’m going to switch back to dynamics 365. And I’m actually going to switch the app over to the customer service hub, where we have what’s called cases. Now, there is a case here in the list, which is a high priority case, roof system failure to just load that record.
Likewise, with the sales opportunity, this is a high priority case, that needs to be escalated to a manager or another department. And we need to be able to collaborate on it. So the customer service representative is working on his case, but they need to get some collaboration around it.
This scenario we’re talking about is a priority one case, but it could be a scenario where they had to get a custom collaboration or some information from an engineer about particular case. So we have the option here again to click on the collaborate button in the ribbon. We click we get started.
And then it goes again and loads the teams that have access to. And we have this chat, this team called p-one cases, this is priority one cases. So I click on that particular team, I click Next. And it will then display the channel list. If I go back and do it for the second time, it pulls back the channels, and I got it against with current channel or I can create a new channel in the list here. So I click on the create the new channel, and I’ll say, roof system failure, p-one priority one case. So I’ll click on Next. And then I’ll click finish on here. And again, it’s just going to establish that connection, the same process, it takes a couple of seconds to establish the connection, you get a pop up, and then you click on Open Microsoft Teams. And then we’re back into Microsoft Teams in the desktop app. And then what we have here, we go back into open up the p-one cases, we then have another channel for that particular case. So exactly the same sort of approaches and opportunities, but we’re actually collaborating around a particular case here. And again, I could start a conversation with with with Daniel, Daniel is going to be busy staying, please take a look at this case and let me know your thoughts, for example.
We go and we send that and it might be you know, Daniel can come on here straightaway, you can see what the customer service representative wants. And then he straight into the dynamics record there. So again, just saving that time not having to move between applications, but a will and also to be able to see all the information there while he’s having a chat with the customer service representative. And likewise, the files will get synchronised you have a whole document library there to exchange any files around that particular case.
But it’s very similar functionality that we’ve shown there. I think the real value comes in around the having the doc the the record pinned as a tab in teams, and also that chat feature the back and forth around that particular chat. And also, if you leave somebody else into the conversation, when they go into the post section, they can get a history of everything that’s been discussed around that particular case as well. So it’s also good from the perspective that if somebody comes on and is, like I said is introduced into this case at a later stage and not having to ask people to get it filled in around what’s been going on, they have all of that is in a timeline there that they can get access to that information.
Okay, and the last thing I wanted to show you, before we go on to the Q&A is actually what’s called the dynamics 365 app, which is embedded into teams. Now if you click the three little dots, I’ve pinned out the side here. But if you haven’t done that before, you can go to the three dots. And they’ll be an app called dynamics 365. And you can click, you can right click on it, and then pin it to the side menu here. So if I click on dynamics 365. Now, it now takes me through to a separate area, which is his own dedicated app for dynamics 365. I’ll show you some of the features in a second. But you know, you can go to the setup here into settings. And you if you’re working with multiple organisations, you can pick which organisation is related to this is connected to our demo environment. And then if you run multiple apps within dynamics 365 as well, you can also pick certain apps here. So we’ve got Project Service, for example, a customer service, but in this case, we’re doing the sales hub scenario. And then we have the my Dashboard tab as well, which is basically gives you the capability to work with dynamics like you would in a mobile form, or using the tablet app for dynamics 365. So it’s not exactly the same interface as you’d work with it with the desktop version. But you can work with the application here. So I can go through and see accounts, for example, and then go and see start to work with dynamics here. So go to my key accounts, that’s the same view there, I can go through and click down into the particular record, and then go back and back and forth example, for example, to go back to where it was in the process you can really work with with dynamics there. So again, just not having to switch between applications and work with dynamics in the web in the web browser. It’s embedded into into teams.
And you also get access to dashboards as well. So you can see a quick level there you can see your dashboard, your high level information could even be a Power BI dashboard as well, that is pinned within dynamics, where you get some more insights into some more, you know, insights into the data and then
To go and open up Power BI, they ever wanted to go and check out the data behind those top-level figures, for example. But let me show you some of the chat features we have. It’s basically a bot that will go off and query the dynamics database. So for example, if I say, search Warrick district, I need to make sure I spell this correctly. And district, for example, it will go away, and it will go and return the results that it finds for Warwick district comes back to see it’s saying dynamics 365 is typing It’ll come back here. And it said, I’ve found an account of found the people the contact records of the people that work there. And there’s also five opportunities that are open for word district in there. So if I click on work district, It then goes away, and queries it again. And it comes back and it gives me some information about, you know, what’s their address, who the account manager is annual revenue, what type of account they are, they’re a local authority, the website, for example, and that can be customised to have whatever fields you want in there. And then also get the option to show contacts for that particular option, organisation. And then also show opportunities as well. So for example, if I click on the show contacts, it will go there, again, a query again, and come back with the four contacts. So if I head on, hit Michelle, math, Matthews, there, I then get the information from Michelle Matthews, the email address, the job title, etc, the phone number, and then I can see the opportunities that are related to Michelle or I could just go and open up Michelle’s record in in Dynamics and jump straight through to it to get some more information about Michelle. So it’s a good way of being able to quickly query the dynamics database without Gannett without having to switch over to dynamics, you’d be working within teams a lot, you can go to there quickly search for a particular record, and it presents what it finds from the dynamics database.
Okay, so that was the last thing I wanted to show you around the dynamics and teams integration. And I think will now hand over back over to Steven, where we will go over the Q&A if there’s been any questions during that particular session.
Thank you, Jamie. fascinating stuff. And I haven’t got any questions at the moment. If you if you have got questions. If you wave your mouse around, these should be able to bring up the little menu and you’ll see the Q&A icon there. He may need to hit the three dots button for more actions and go into it is hidden away from you know so far, give him a give everybody a few more moments, just in case they’re typing away.
No, we’ve no questions, Jamie. By the looks of it. I’m sure if anybody does have a question or wants to pick up a conversation with Jamie would base Yes. And then of course, you know, do reach out after this. And Jamie’s details are there for you. In the meantime?
No, nothing. I think that if you knocked out the park there, Jamie.
No worries. Thank you, everybody, for joining us. It’s been really useful. Hopefully you have a great day today. And stay safe.
Thank you very much. Thanks, guys.
If you have any questions about Microsoft Teams, Dynamics 365 or the integration between the platforms, please get in touch. You can fill out the contact form below and a member of our team will be in touch shortly, or call us on 01908 038110.