• Create a single view of your customers with tools that streamline and automate everyday sales processes
• Promote shorter sales cycles, higher close rates and improve your customer retention
• Quickly access your customer data and history online, across mobile devices or offline to work smarter and spend more time selling.

• Use easy wizard communication tools to help keep your sales prospects and customers informed of new product and service offerings.
• Enable your sales teams to work together effectively across teams, geographies and work groups
• Easily set up sales territories, teams and price lists

Use Dynamics 365 for Customer Service to:

• Track customer issues through cases
• Record all interactions related to a case
• Share information in the knowledge base
• Create queues, and route cases to the right channels
• Create and track service levels through service level agreements (SLAs)
• Easily set up sales territories, teams and price lists
• Define service terms through entitlements
• Manage performance and productivity through reports and dashboards
• Create and schedule services

The Customer Service Hub app is built on the Unified Interface framework, which uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation. Using Customer Service Hub on a desktop browser for tasks other than managing knowledge articles is not recommended.

• Work order management

  Quickly generate work orders, encompassing all of the information you need to dispatch field agents to service locations.

• Schedule board and dispatch

  A flexible drag-and-drop schedule board lets dispatchers assign resources and set up schedules for multiple work orders using a list or map view.

• Resource management

  Configure resource information to allow Field Service to efficiently match the best field agent to a work order based on availability, proximity to service location, and required skills.

• Service locations and customer assets

  Store and manage information about your customers’ service locations and serviceable customer assets.

• Preventative maintenance

  Configure service agreements for your customers that will automatically generate recurring work orders to ensure equipment is properly maintained before issues occur.

• Inventory management

  Extend the Dynamics 365 product catalog with an inventory management system that tracks real-time inventory levels by warehouse, including mobile truck stock.

• Customer billing

  Completed work orders can be turned into customer invoices for customer billing.

• Mobile app

  The mobile app gives field techs quick and easy access to everything they need to execute a work order, including schedule information, customer contact information, turn by directions, and more.

Microsoft Dynamics 365 Human Resources streamlines many routine record keeping tasks and automates a number of processes related to staffing your organization. These processes include employee retention, benefits administration, training, performance reviews, and change management. It also provides a framework for human resources staff to manage areas of oversight.

• Set up employees for success

  Ensure new employees are productive and impactful throughout those first few critical months with a personalized onboarding experience.

• Foster a culture of excellence

  Inspire people to do their best work with continuous feedback, praise tools, and collaborative assessments that allow you to reward high performers.

• Enable development and growth

  Empower employees and create an environment of growth with a personalized career path, continuous learning, and development guides.

• Drive operational excellence

  Improve business impact and drive an agile, high-performance culture with automated HR tasks, people analytics, and connected strategic initiatives.

• Accounts Payable

  Enter vendor invoices manually or receive them electronically. After the invoices are entered or received, review and approve the invoices via multiple avenues. Use invoice matching, vendor invoice policies, and workflow to automate the review process so that invoices that meet certain criteria are automatically approved..

• Accounts Receivable

  You can create customer invoices that are based on sales orders or packing slips. Receive payments by using several different payment types. These include bills of exchange, cash, checks, credit cards, and electronic payments. If your organisation includes multiple legal entities, you can use centralised payments to record payments in a single legal entity on behalf of the other legal entities.

• Cash and Bank Management

  You can use Cash and bank management to maintain the legal entity’s bank accounts and the financial instruments that are associated with those bank accounts. These instruments include deposit slips, checks, bills of exchange, and promissory notes. You can also reconcile bank statements and print bank data on standard reports.

• Cost Accounting

  Cost accounting lets you collect data from various sources, such as the general ledger, sub-ledgers, budgets, and statistical information. You can then analyse, summarise, and evaluate cost data, so that management can make the best possible decisions for price updates, budgets, cost control, and so on. The source data that is used for cost analysis is treated independently in Cost accounting.

• Fixed Assets

  You can set up and enter acquisition information for fixed assets, and then manage them by depreciating them and setting a capitalisation threshold to determine depreciation. You can calculate adjustments to the fixed assets, and also dispose of them. When you use General ledger together with Fixed assets, you can view the current value of all fixed assets.
  
  The way in which fixed assets are handled must correspond to both international accounting standards and the accounting legislation in each country/region. Requirements might include rules for recording acquisition and disposal transactions, depreciation, lifetimes, and write-ups and write-downs of fixed assets. The Fixed assets functionality incorporates many of these standards and rules.

• General Ledger

  You can allocate, or distribute, monetary amounts to one or more accounts or account and dimension combinations based on allocation rules. Maintain fixed and variable assets. You can also settle transactions between ledger accounts and revalue currency amounts.
  
  At the end of a fiscal year, generate closing transactions and prepare your accounts for the next fiscal year. Consolidate and combine the financial results for several subsidiary legal entities into results for a single, consolidated organisation.

• Project Management

  The project management and accounting functionality can be used in multiple industries to provide a service, produce a product, or achieve a result.
  
  A project is a group of activities that is designed to provide a service, produce a product, or achieve a result. Projects consume resources and generate financial results in the form of revenues or assets.

• Public Sector

  Use the Public sector functionality to meet the rules, regulations, and reporting requirements for organisations that serve the public. The business processes affected include:

  • Fund accounting, derived financial hierarchies, and posting definitions for accounts receivable and the general ledger
  • Preliminary budgets, apportionment, and commitments
  • Billing codes, billing classifications, trading partner codes, and custom fields for free text invoices
  • General ledger year-end processing, which includes encumbrances and commitments on purchase orders
  • Electronic payments to vendors, signature pages for payment reports, and invoice payment holds

• Budgeting

  In Finance and Operations, users can create budget plans either directly in the Finance and Operations client.

  Additional planning and budgeting capabilities are available across Finance and Operations and are integrated with ledger budgets.

  • Workforce budgets – Workforce budgeting includes detailed budget cost component planning for positions, compensation groups, and so on
  • Fixed assets budgets – Based on fixed asset information, you can calculate planned depreciation and record other planned transactions that are related to fixed assets
  • Project budgets – In the projects module, you can create detailed project forecasts. The projects forecasts will include details about the planned hours, expenses, fees, and items
  • Demand forecasting – Based on historical transaction data, you can estimate future inventory demand and create demand forecasts

Unify digital, in-store, and back office operations to personalize customer engagement and increase employee productivity. Dynamics 365 for Retail empowers retailers to create exceptional, insightful shopping experiences.

• Drive unified commerce

  Increase revenue, customer satisfaction, and brand loyalty by delivering a consistent shopping experience.

• Create a modern store experience

  Manage stores efficiently, increase sales, and instantly adapt to the changing needs of your customers.

• Effectively manage merchandising

  Improve ROI and product demand by centrally managing merchandising—including product information, categories, assortment, and pricing.

• Optimize operations through insights

  Reduce fulfilment costs, improve inventory utilization, and efficiently manage your business by using customer and operational insights.

• Innovate with a modern and adaptable platform

  Drive innovation with an application that is easy to tailor, extend, and connect to other apps and services that you already use.

• Estimate, quote, and contract work
• Plan and assign resources
• Enable team collaboration
• Capture time, expense, and progress data for real-time insights and accurate invoicing

• Project-based contracts

  Project-based contracts relate quotes and orders to project plans, financial estimates, labor pricing, and billing arrangements, like time and materials or fixed price. The contract highlights key metrics, including profitability and feasibility.

• Project planning

  Visual project planning and estimation includes predecessors, automatic task scheduling, and views of sales and cost information for time and expenses. You can use the resulting plan in quotes and project contracts.

• Resource management

  Resource information includes the skills and proficiencies of your workforce. You can view and filter resources based on skills and availability, so you can assign the right people to the right projects. You can also track resource utilization and forecasting metrics.

• Time, expenses, and collaboration

  Team members can use the web or mobile apps to record time and expenses for multiple projects. Managers can easily approve new entries while understanding the financial implications of the newly-approved items. All team members can collaborate with an Office 365 workspace created for their project.

• Project billing

  Project invoices reflect the terms of the contract and the approved work and expenses. The financial impact of project work, including costs, unbilled revenue, and invoices, are recorded for use in analytics and integration into financial systems.

• Connect to all your data

  Uncover insights by bringing all your customer data together – including Dynamics 365, Office 365, and third-party data sources – with the security and privacy you require.

  
  
  • Access data with out-of-the-box connectors or custom integrations
  • Easily compose data flows using Azure services
  • Integrate profiles, KPIs, and predicted outputs with a Power BI desktop connector

• Match customers with activity

  Fully understand the customer journey across channels by using contextual information and artificial intelligence that matches customers with activities and profiles.

  • Improve segmentation and predictions using inferences
  • Infer high-confidence links and relationships between your data and known individual or organisational customers

• Make smarter decisions

  Guide your decisions and processes by applying artificial intelligence to predict outcomes across your business.

  • Automatically create and deploy highly effective machine learning models for your specific needs
  • Identify positive and negative influencers on business predictions to plan follow-ups and help anticipate risks/li>
  • Grade business predictions for better process integration and automation

• Create rich visualizations

  Better understand the customer journey – individually or in the aggregate – by composing role-specific visualisations that bring together customer profiles, interactions, metrics, inferences, and predictions.

  • Define the metrics that matter to you and keep them up to date
  • Easily build visualisations and embed them into existing tools and business processes