Discover Microsoft's Plans for Advanced Integration Between Microsoft Teams and Dynamics 365
In 2019, there were roughly 20 million Microsoft Teams users. Currently the number is at 145 million and growing. Microsoft have recognised that for a lot of people, Teams is the “new front end” for their working life and its where they often are when collaborating with their colleagues, and communicating with customers, partners and other stakeholders. It also means that many find themselves constantly switching from Teams to the source of their data, and back, in order to effectively communicate. However, this isn’t efficient as the flow of work is disrupted.
During the first day of Microsoft’s Inspire conference, the announcement was made that there will be a new focus on improving efficient collaboration with Teams and a big part of that being integration with Dynamics 365. This includes accessing Dynamics 365 data in Teams, and Teams chats in Dynamics 365.
Microsoft have also announced that Teams users who don’t have a Dynamics 365 licence will be able to access Dynamics data within Teams at no extra cost! This can make a insignificant difference for those who do not work with Dynamics data daily, and do not require full functionality.
This post will be updated as further information is released on access, features and timelines.
- The new capabilities will be rolled out as part of the Release Wave 2 in October.
- Paid Microsoft Teams users will have "Team Member" level access to Dynamics - but only via the Team UI. They won't be able to log-in to the regular D365 Team Members apps.
- Initially the Teams experiences will be launched for Dynamics 365 Sales and Dynamics 365 Customer Service but Microsoft are working on possibilities of expanding this across the Dynamics 365 portfolio.
This focus on building on current Dynamics 365 and Teams integration is reflected in the 2021 Release Wave 2 plans, which cover a roadmap of planned features and functionality to be release between October 2021 and March 2022.
Let’s go through these features and functionality!
Dynamics 365 Sales
Teams Meeting Integration
Drive seller productivity with Teams Meeting integrations, by allowing sales teams to directly access and update records during Teams meetings, as well as take notes during the meeting which are automatically saved to the timeline in the Dynamics 365 record.
Users can create Teams meetings when scheduling an appointment in Dynamics, and can then join these meetings with the simple click of a button in Dynamics.
If you have Premium Conversation Intelligence, as part of Sales Insights, you will have access to real-time call analysis and insights during Teams Meetings.
Send Automated Chat Notifications
Ensure sales teams are always up-to-date with key changes in sales activity by configuring notifications to be sent in Teams. This covers a range of scenarios including, receiving alerts when they have been @mentioned in the timeline of a record (through the Dynamics 365 Sales bot), notifications with AI-driven insights such as email follow-up alerts (through Dynamics 365 Sales Assistant as part of Sales Insights), and regular automatic alerts when updates are made to records they follow.
These notifications can be configured to define what alerts are received and how often.
Secure Integration Between Dynamics and Teams
Administrators will be able to use the intuitive user experience created, to configure and handle integration errors. Team Meetings created in Dynamics can also be set as public or private to maintain security.
Improve seller efficiency by allowing sales teams to send quick summaries of records in Teams Chats/Channels as interactable cards. Conversation participants can then interact with these cards by adding activities or notes to the record, editing and updating the record, and changing the status of the record.
Dynamics 365 records will be organised by relevance and available to access in Teams, and these can be filtered and shared in conversations. Users can also add a note or task to a record’s timeline from within a Teams message. However, only those with the necessary security permissions can view and update the records.
This integration supports customised forms and business specific rules.
Customise Contact Suggestions in Embedded Teams Collaboration
The suggested contacts feature in the embedded Teams collaboration experience, helps users discover valuable contacts that are contextually relevant to the record they’re working with in Dynamics. Administrators can customise suggestions per Dynamics 365 app, per entity and based on custom fields.
Contextual Collaboration in Teams
Drive efficiency and productivity for users in Teams, by allowing them to place Dynamics 365 record-related text in messages, create Adaptive Cards that can be sent to others who can then view and edit the record in Teams, and launch a Teams chat window from user names within a record.
Dynamics 365 Customer Service
Allow Customer Service Agents to engage in contextual collaboration, by using embedded Microsoft Teams in Dynamics 365, and boost their productivity by making it easy to communicate with anyone in the organisation.
Features include being able to chat with contacts within Dynamics 365, accessing AI-driven suggestions for key contacts based on logic such as agents who have previously resolved similar cases, linking and unlinking chats to case records, accessing recent and linked chats, and seeing a user profile picture and availability status within Dynamics.
Dynamics 365 Marketing
Create webinars and branded registration pages in Teams, as well as manage participant registrations before heading over to Dynamics Marketing to design personalised and automated participant journeys. The path they take on the journey can be set using triggers such as registration, attendance and other user behaviour in Teams. New registrations functionality includes being able to approve, decline and waitlist those who have applied.
Dynamics 365 Field Service
By nature Field Service organisations have a dispersed workforce, with certain members of the team constantly on the move. However, efficient collaboration is still just as important to ensure positive customer experiences.
With embedded Microsoft Teams functionality, users will be able to chat with colleagues within a work order record, to save them switching between apps, whether that is viewing existing chats or initiating a new chat.
Chats can also be linked to work orders. This helps provide a clear picture of the work order to any new team members who get involved as they can see the status and history. When initiating a new linked chat, any previous conversation with the chat participants won’t be visible, to help keep focus on the work order in question. If chats are linked to a case, and that case is converted to a work order, the chat will automatically link to the new work order.
Have Any Questions?
We're very excited about the removal of licensing barriers for non-Dynamics 365 users within organisations, to increase their access to Dynamics data from within Teams and improve cross-departmental collaboration! And for Dynamics 365 users these features will boost productivity and enhance their flow of work by removing app switching.
View the official Microsoft announcement outlining their vision for unifying Teams and Dynamics 365:
Read our highlights post, to learn more about other 2021 Release Wave 2 announcements for Dynamics 365 and the Power Platform, covering Power Apps, Omnichannel Voice, Power Automate and the Dynamics 365 customer engagement apps including Sales, Customer Service and Marketing:
Catch up on 2021 Release Wave 1 announcements for Dynamics 365 and Teams to see some of the features already available:
Please do get in touch if you require any more information about how Microsoft Teams integrations with Dynamics 365, or Microsoft's 2021 Release Wave 2 plans.
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