Customer Engagement

The Dynamics 365 for Field Service business application helps organizations deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set mobile workers up for success when they’re onsite with customers fixing issues.

The Field Service application enables you to:

• Improve first time fix rate
• Complete more service calls per technician per week
• Manage follow-up work and take advantage of upsell and cross sell opportunities
• Reduce travel time, mileage, and vehicle wear and tear
• Organize and track resolution of customer issues
• Communicate an accurate arrival time to customers
• Provide accurate account and equipment history to the field technician
• Keep customers updated with the status of their service call and when it’s resolved
• Schedule onsite visits when it’s convenient for the customer
• Avoid equipment downtime through preventative maintenance

Key capabilities

Field service capabilities include:

• Work orders to define the service work needed primarily (but not exclusively) at customer locations.
• Scheduling and dispatch tools to manage resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching.
• Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders.
• An easy-to-use mobile application that guides technicians through schedule changes and service work.
• Asset management capabilities to keep track of customer equipment and service history.
• Preventive maintenance by automatically generating recurring maintenance appointments for equipment.
• Inventory, purchasing, and returns capabilities to manage truck stock, purchase order requests and fulfillment, and product returns.
• Billing capabilities to generate invoices based on products and services delivered to customers.
• Time tracking to help you track how resources are spending their time, whether they’re traveling, on break, or working.
• Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers.

The Project Service Automation (PSA) application helps organizations efficiently track, manage, and deliver project-based services, from the initial sale all the way to invoicing.

The PSA application enables you to:

• Plan projects, and create estimates and work schedules
• Estimate and track project cost and revenue
• Forecast resource requirements for projects in the pipeline
• Track project progress and cost consumption
• Manage quoting, pricing, and billing for projects
• Assign and manage resources
• Use reports and interactive dashboards to monitor key performance indicators for successful projects

Key capabilities

• Visualise accurate cost, effort, and revenue, and achieve predictable project delivery using robust project planning capabilities including native Microsoft Project integration.
• Streamline scheduling with intelligent and relevant skills-based assignments and real-time visibility to resources using a unified scheduling engine.
• Prioritise deals based on a unified sales management dashboard that brings together product and project‑based opportunities.
• Submit, approve, process, and reconcile time and expenses anytime, anywhere, for timely customer billing.
• Provide project managers with intuitive dashboards to review, monitor, and approve all costs and time impacting their projects.
• Accelerate time to market and adapt the application to your needs with no-code visual editors and tools that make it easy to build and deploy web and mobile apps.
• Engage directly with customers on quotes, project scope, and resource requirements through a secure portal.

Dynamics 365 for Marketing is a marketing-automation application that helps turn prospects into business relationships. The app is easy to use, works seamlessly with Dynamics 365 for Sales, and has built-in business intelligence.

The Marketing application enables you to:

Core marketing

Provides email marketing, customer journeys, behavior tracking, lead scoring, marketing pages, and more. These features form the core of the Marketing app and are unique to Dynamics 365 for Marketing.

Event management

Organize and promote in-person or webinar events, which include an online portal that attendees can use to review the event schedule and speakers, and to register for the event. This feature is currently available only with Dynamics 365 for Marketing.

Voice of the Customer

Create online surveys and analyze the results. This feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 products.

Dynamics 365 Connector for LinkedIn Lead Gen Forms

Import leads generated with LinkedIn’s lead tools into Dynamics 365. This feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 products.

Dynamics 365 Portals

The Marketing app uses Dynamics 365 portals to publish its event, marketing pages, and online surveys. The portals feature is bundled with the Marketing app, but is also available separately as an add-on for other Dynamics 365 for Customer Engagement products. A ready-to-use, feature-rich event website is also included, and is unique to the event-management feature.

Key capabilities

• Simple, no-code, drag-and-drop designer to create and publish landing pages that include lead or contact forms
• Consistent content-editing experience for emails, landing pages, and forms
• Visual drag-and-drop journey designer
• All marketing content available in one place, viewable and editable by using embedded content designers
• Event-driven, extensible automation
• Seamless contact, registration, and attendance management features in one system
• Business processes that guide users through the essential steps of event planning
• Session, session-track, and speaker management
• Generate leads across multiple channels
  Create multichannel customer journeys to attract the best leads from LinkedIn, email, web landing pages, events, webinars, and more. Easily import marketing lists by using familiar tools such as Microsoft Excel.
• Lead nurturing
  Apply insights and implement automated customer journeys to nurture leads by delivering highly relevant, perfectly timed messages and personalized experiences.