Microsoft Dynamics 365

2024. Microsoft Added 10 AI Agents to Dynamics 365



Microsoft Dynamics 365 has added a set of AI agents that can work autonomously in customer service or accounting operations. They will be available in the system from December to early 2025. Starting next month, you can also create your own AI agents in Copilot Studio. These agents draw on the context of your work data from Microsoft 365 Graph, Dataverse, and Fabric data management systems and can perform everything from customer support to employee onboarding, as well as act as a personal concierge for sales and service. As a reminder, Microsoft Copilot is powered by OpenAI's ChatGPT platform.


2023. Microsoft integrated ChatGPT into Dynamics 365.



Microsoft is taking full advantage of its $10 billion partnership with OpenAI. Following the Bing search engine, Edge browser, and Skype and Teams messaging apps, a GPT-4-based neural network called Copilot has become available in the Dynamics 365 CRM/ERP system. It automates certain repetitive sales and service tasks. For example, Copilot can help you write email responses to customers and send sales team meeting summaries in Teams via Outlook. In Dynamics 365 Customer Service, Copilot can create "contextual responses" to customer inquiries via chat or email and provide "live chat" for customer service agents that draws on the knowledge base and case history.


2020. Microsoft launched customer feedback service Customer Voice


Microsoft has introduced Customer Voice - customer feedback collection and analysis system built on the Dynamics 365 and Power Platform platforms. The system allows users to easily create personalized surveys using pre-designed templates and send them to customers via email, SMS, and instant messaging. A feedback form can also be embedded on a corporate website and social media platforms. Customer reviews and ratings are automatically uploaded to customer cards in Dynamics 365 and are also available in other Microsoft business applications to provide contextual analytics (for example, Dynamics 365 Customer Insights, Microsoft Power Platform Power Automate, Power Apps, and Power BI). The new service is available free to Dynamics 365 users.


2017. Microsoft has built AI into Dynamics 365.



Microsoft has expanded the capabilities of Dynamics 365 with new AI-powered solutions. These include a virtual agent for customer service, an intelligent assistant for front-line employees, and communication tools. HP, Macy's, and Microsoft have already improved customer satisfaction using this technology. Dynamics 365 modular applications will help customers quickly transform their processes by integrating them with existing systems and leveraging the capabilities of Dynamics 365, LinkedIn, and Office 365. The Attract and Onboard modular starter applications will help recruit the most qualified candidates, who will then be quickly acclimated to the company. Both applications will be available later this year as part of Dynamics 365 for Talent.


2016. Microsoft Dynamics 365 became generally available


Microsoft announced the general availability of Dynamics 365 - the cloud solution combining its ERP and CRM that will compete with Salesforce. It costs from $70/user/month and provides web interface and mobile app, or can be used inside the familiar Outlook apps. Microsoft has also built in a couple of intelligence features into the release designed specifically for sales and service personnel. First, there is Customer Insights, a stand-alone cloud service, which enables users to bring in a variety of internal and external data sources (like Facebook and Trip Advisor). The second piece is called Relationship Insights, which as the name suggests gives sales people information about the status of their customer relationships at any given moment. It’s built on the on the Cortana Intelligence Suite, which Microsoft introduced in 2015 and uses tools like sentiment analysis to check on the likelihood of the deal closing and the next best action to take. So, Microsoft has consolidated its artificial intelligence tools into a single, coherent division and just about every vendor - not just those selling CRM - is trying to build some level of intelligence into its products.


2016. Microsoft to merge CRM and ERP into integrated cloud platform Dynamics 365



Microsoft announced its intention to combine the Dynamics CRM and ERP products into an integrated platform Dynamics 365 on top of which it is hoping third parties will build applications. It will also have deep connections with the cloud office suite, as well as to Cortana voice intelligence and PowerBI data visualization. In order to break down this rather elaborate system into more manageable chunks, the company is offering discrete applications on top of the platform including specific apps for finance, field service, sales, operations, marketing, project service automation and customer service. In addition, the company announced it’s launching the obligatory app store it’s calling Microsoft AppSource where developers can build and distribute their own apps, giving them a complete solution. The store will open with over 200 apps developed by early adopters.


2016. Microsoft Dynamics CRM uses IoT to support customers



CRM systems sell well, so new technologies appear in them earlier than in other classes of business solutions. At the end of last year, Salesforce launched the IoT Cloud and now Microsoft has added IoT support to the updated version of its CRM system Microsoft Dynamics CRM 2016. Why is the Internet of Things needed in CRM? One of the main functions of CRM is customer support automation. This function is especially relevant for companies selling equipment (and its maintenance). So, in the near future, all equipment will be connected to the internet, and the new Connected Field Service (part of MS Dynamics CRM) will continuously monitor equipment, identifying operational anomalies and generating alerts for timely preventative maintenance and repairs. This will reduce the cost and time spent on equipment maintenance, and will keep customers satisfied.


2015. Microsoft Dynamics CRM added new Marketing Tools


Microsoft has released an updated version of its customer service system, Microsoft Dynamics CRM 2015. Companies now have access to a single, integrated solution based on Dynamics CRM and Office 365 (including integration with Excel and OneNote). Microsoft Dynamics CRM 2015 also includes tools for tracking customer social activity, allowing sales, marketing, and service departments to stay informed about consumer interests and engage with various communities. New system features will enable companies to engage customers by analyzing their social media posts. Important components of Microsoft Dynamics CRM 2015 include PowerBI and Dynamics Marketing, which allow sales, marketing, and service departments to analyze information using interactive dashboards and reports. This will help corporate users more quickly assess the market situation and make strategic decisions.


2013. Microsoft Dynamics CRM Online adds iPad, Yammer support



Recently Terrasoft released mobile (iOS and Android) apps for its BPMonline CRM, and may be it remembered to Microsoft that the users of its CRM system also want to have a normal mobile access to customer data. Microsoft promised to release the mobile client for Microsoft Dynamics CRM back in May 2012, then at the end of the last year, then by February 2013. It's now March and Microsoft has really launched something. But it's not a full-fledged mobile app, but just a web interface for the iPad browser, which of course, can't work offline and has many limitations. When the normal mobile CRM app will appear? Microsoft promises "in the first half of this year." ***


2011. Vibe - social layer for MS Dynamics CRM


Microsoft's own enterprise Twitter clone called OfficeTalk is rumored to appear soon. But rumors are rumors, and meanwhile MS Dynamics CRM users look with envy at Salesforce users who have the free Chatter. However, now they also get an option. Sonoma Partners (Microsoft's implementation partner) today announced the availability of the free (Community) version of Vibe - the social network for MS Dynamics CRM. Vibe, like most similar solutions is based on microblogs that are created either by users or automatically by the system when some event occurs (for example, new order is entered). Users can subscribe to activity feeds of their colleagues, work-groups, particular topic and system alerts in order to keep abreast of everything that is happening and collaborate on tasks. User can insert in the message files, pictures, videos, links to the customer's page and other objects in the CRM system (e.g. invoice or opportunity). Interestingly, the discussions about a specific CRM object is automatically attached to it. For example, if you have discussed a customer with your colleague, this discussion will be visible in the customer page in MS Dynamics CRM.