Microsoft Teams & Dynamics 365: New Integration Highlights

Microsoft Dynamics 365 and Teams Integration

During its Ignite 2021 conference, Microsoft revealed a series of new integrations between Teams and Dynamics 365 that will be available in the Release Wave 1 update.

By bringing together Teams and Dynamics 365, these new integrations are designed to minimise distractions caused by switching between apps and hunting for data. Microsoft says these will bring greater context into applications as it continues to connect systems of engagement with systems of record. This includes the ability to meet, chat, call and collaborate in the Dynamics 365 workspace, without switching to Teams. Or, when working in Teams, access, share and edit Dynamics 365 records.

If you've not had the opportunity to catch the Ignite 2021 presentations, we've provided a summary of the new capabilities coming to Dynamics 365 and Teams.

Contextual Embedded Teams Chat & Channels

Across Dynamics 365 apps including Sales, Customer Service and Field Service, integrated Teams will prioritise Channels and Chats which are contextual to the current record, as well as making recent chats accessible. For example, it will promote chats that are linked to a specific sales opportunity as shown below.

Teams collaboration will also be available within the context of other Dynamics 365 records including customer service cases and field work orders (shown below). This brings chat directly into these business processes, by allowing users to send messages with accurate context and even easily share the necessary records.

This will also include integrated Teams chat for the new Sales Pipeline Workspace, another recently announced new feature for the 2021 Release Wave 1!

Using a single workspace, sales professionals will be able to navigate their pipeline, drill into individual deals, and use embedded Teams chat to collaborate with colleagues and progress these opportunities.

Embedded Teams Dialler for Dynamics 365

During Ignite 2021, Microsoft demonstrated click-to-call functionality within the context of a sales process. This new feature enables calls to be conducted without navigating away from the Dynamics 365 workspace; allowing users to take notes and easily reference relationship detail, and take advantage of other real-time insights to better connect with prospects and customers.

For Dynamics 365 Sales Insights, this will extend Conversation Intelligence (currently available in public preview).

Once the call is complete, a call report is available from the record including a transcript, sentiment analysis, highlights like keywords mentioned and action items promoted to aid follow-ups and enrich reporting.

Dynamics 365 Sales Panel in Teams Meetings

Join scheduled Teams calls from the Dynamics 365 Sales workspace, Outlook or Teams, and use a new Dynamics panel alongside chat, presenting and other regular Teams controls.

Captured notes, recordings and transcriptions with added conversation insights will automatically be saved back in Dynamics when the call ends.

Search, View & Edit Dynamics 365 Sales Records from Teams

The new release also provides updated capabilities to find, view and update records within a Teams channel. This enables members to access and collaborate on pinned Dynamics 365 opportunities, leads, accounts or contact records within conversation flows.

Create Dynamics Notes & Tasks from Teams Posts

Additional actions will enable Dynamics 365 tasks and notes to be created from individual Teams posts.

Connect Teams Webinars with Dynamics 365 Marketing

New webinar capabilities announced for Microsoft Teams include integration with Dynamics 365 Marketing.

From an event record in D365 Marketing, select an option to stream this and set this as a Teams Webinar before using Marketing features to promote the event.

Following the session, Teams can connect with Dynamics 365 Marketing to export this data. This will automatically create segments for attendees and other registrants who didn't attend as well as a set of starter customer journeys which can be customised for personalised follow-up messages.

Find out more

Read Microsoft's announcement: Dynamics 365 and Microsoft Teams: extend collaboration across teams

Access the complete set of presentations from Ignite 2021 at including:

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