Customer Service news & resources

Microsoft plans Dynamics 365 CRM architecture cleanup, separating the platform from apps

by Jason Gumpert

Broad range of updates reviewed on day 3 of “executive briefing” including Common Data Service, Customer Insights, security, user interface, and more.

AI BI and Reporting Business Performance Mgmt Business Process Mgmt Common Data Service Customer Engagement Customer Insights Customer Insights Customer Relationship Mgmt Customer Service Customer Service Data Integration

Microsoft shows off Dynamics 365/CRM interface refresh, mobile updates, and a slew of app enhancements

by Jason Gumpert

Partners were treated to a non-NDA tour of the next CRM release, expected in July.

BI and Reporting Bots Business Process Mgmt Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Integration Dynamics 365 Dynamics CRM Field Service Field Service

Glympse launches location status integration for Microsoft Dynamics 365 Field Service customer experiences

by Jason Gumpert

Live map technician view and appointment ETA data tie into Dynamics with workflow-driven tools, location sharing for customers.

Business Performance Mgmt Business Process Mgmt Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Integration Dynamics 365 Field Service Field Service Food & Beverage Mobile Applications

Can Microsoft Parature users really go to Dynamics 365? A company alum says yes.

by Linda Rosencrance

After years of development, Microsoft has moved over the right capabilities to Dynamics 365

Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Parature

Microsoft Dynamics Webcasts, June 5-9, 2017: Cloud BI; Doc management; T&E; Process manufacturing for GP; EDI for D365; Common Data Service basics

by Dann Anthony Maurno

Microsoft Dynamics experts weigh in weekly on channel news, how-to and Dynamics product direction.

BI and Reporting Business Central Chemicals Common Data Model Common Data Service Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Integration Data Management Dataverse (CDS)

Indegene, Microsoft plan 'conversational CRM', digital content management for life sciences with Dynamics 365, Omnipresence

by Jason Gumpert

Indegene to integrate its Omnipresence suite with Microsoft Dynamics 365 for Sales to improve performance of sales and medical representatives

Azure Machine Learning Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Document Automation Document Management Dynamics 365 Indegene Omnipresence Life Sciences Marketing Power Automate

Microsoft plans native Dynamics 365 apps built on Common Data Service for retail, talent

by Jason Gumpert

CDS-native retail and talent apps will make use of Microsoft business apps platform increasingly attractive, company expects.

Commerce Common Data Service Customer Engagement Customer Service Customer Service Data Integration Dataverse (CDS) Dynamics 365 Flow HR Management LinkedIn LinkedIn Recruiter

The MSDW Podcast: JC Quintana on customer relationships and experience (they’re not the same)

by Jason Gumpert

Customer relationship management is no longer a practice, it’s a technology. JC Quintana describes how relationships get lost, and how to get them back.

Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM MSDW Podcast Marketing Sales Sales & Marketing

How Can Companies Empower Their Deskless Workers?

by David Squibb

Why working to provide a great employee experience will be reflected in customer experience.

Business Performance Mgmt Business Process Mgmt Collaborative Workspaces Content Management Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Marketing SaaS

As Microsoft Dynamics 365 CRM apps mature, can we still talk customization?

by Sarah Critchley

An expanding functional footprint for the core product is great, but there is still room for well-planned configuration and customization.

Business Process Mgmt Configuration & Development Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Management Dynamics 365 Dynamics CRM Marketing Sales Sales & Marketing

LATEST VENDOR RESOURCES

Advanced View Controls in Dynamics 365 CRM

Encore Business Solutions

Delivering a Connected Customer Experience with Dynamics 365

Coffee + Dunn

Maximizing Your Dynamics 365 Business Central Experience: How We Ensure You Succeed

WebSan Solutions

The Benefits of Support From Your Dynamics Partner

Encore Business Solutions

Advanced View Controls in Dynamics 365 CRM

Encore Business Solutions

The Shift to Customer Experience in Retail

Prodware

Customer xxperience overtakes price and product

AI Commerce Consumer Goods Contact Center Copilot Studio Customer Engagement Customer Experience (CX) Customer Insights Customer Relationship Mgmt Customer Service Customer Service Customer Service Insights

How Dynamics CRM/CE Partners Benefit from ITSM Technology

Prodware

How Dynamics 365 Customer Service and ITIL help Microsoft partners meet customer demand through technology and best practice

Copilot Studio Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Hosting Services IT Asset Management (ITAM) IT Service Management (ITSM) Inventory Management KPIs Knowledge Management

Moving Beyond CRM to True Customer Engagement

enVista

Learn how leading companies are moving beyond traditional CRM capabilities and achieving true customer engagement

Call Tracking Customer Engagement Customer Relationship Mgmt Customer Service Dynamics 365 Dynamics CRM Field Service Sales & Marketing

The Dirty Little Secrets of CRM: Why Your Customer Service Is Not as Good as You Think It Is

enVista

3 Secrets all Dynamics CRM customers should know about customer service

Customer Engagement Customer Relationship Mgmt Customer Service Dynamics 365 Dynamics CRM

Dynamics GP: Integrated E-Payment and the Future of B2B

k-ecommerce

B2B clients want the freedom to pay their bills online

Accounting Agriculture Automotive Billing Consumer Goods Credit Card Processing Customer Service Distribution Dynamics GP E-Commerce Education Electronics

More Customer Service White Papers

Vitaldent Connects Patients and Healthcare Providers in the Cloud to Achieve More Personalized Care

Prodware

A seamless data set that gives patients the best experience when they visit their clinics

AI Azure Customer Engagement Customer Experience (CX) Customer Insights Customer Relationship Mgmt Customer Service Customer Voice Dynamics 365 Email Management Finance and Operations Health & Wellness

Wolters Kluwer Tackles its Digital Transformation with Dynamics 365 Business Central

Prodware

Wolters Kluwer partners with Prodware to implement Microsoft Dynamics 365 Business Central, Customer Engagement and the Power Platform to address its digital transfo...

Azure Business Central Business Process Mgmt Collections Management Customer Engagement Customer Relationship Mgmt Customer Service Dynamics 365 Financial Management Networking Power Apps Power Automate

More Customer Service Case Studies

IT Service Management for Dynamics 365 Customer Service

Combine ITIL best practice with a market-leading service CRM to boost customer loyalty, internal productivity and team...

Customer Engagement Customer Service Customer Service Dataverse (CDS) Dynamics 365 IT Asset Management (ITAM) IT Service Management (ITSM) Power Pages Power Platform

Velaro

Make the most of your Microsoft Dynamics investment and gain a 360-degree view of your customers by integrating your CRM with...

Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Marketing Sales Sales & Marketing