WEBINAR: Demonstrating What's New in Dynamics 365 Field Service
Process Efficiency
Microsoft Dynamics 365 and the Power Platform helps teams develop more efficient processes to increase business productivity.
Handling workflows in Dynamics 365 reduces administration overhead to create efficient processes for sales, service, marketing and other teams.
This can involve automating a single routine task, or handling a complex series of steps in a single workflow triggered by a defined event. For example, this may be when a record is created or when a field status changes.
Automated workflows can be configured to send emails, trigger SMS alerts, schedule activities, update fields and complete many other processes in Dynamics 365.
Through Power Automate, advanced workflow automation can be easily built with a no-code approach to connect with other business apps and services.
With a Common Data Service, automated actions can applied across Office 365 services including Outlook, Word and SharePoint which are triggered by events in Dynamics 365.
Some examples of automated processes include:
Creating new cases
When customer emails are received
Sending email notifications
When a support case is created, and when cases are resolved
Triggering SMS alerts
When support cases risk breaching a service level agreement
Lead Scoring
Using demographics &/or email marketing data to identify which leads are 'sales ready'
Queuing Cases
Prioritise service issues with pre-defined rules including SLAs and other criteria
Enforcing an approvals process
When a repeatable process reaches a defined stage
Push Notifications
Trigger when high value opportunities are logged and when new orders are created
Conditional Rules
Automatically route sales leads and service cases to individual users
Sending email reports
Summarising the latest actions tracked in Dynamics 365
Recurring data import
Batched import from an external source with supporting trigger actions
How Dynamics 365 Creates Process Efficiency
- Receive timely notifications about important events and escalating issues
- Sends personalised emails to avoid manually composing individual messages
- Reduces the expense of manual data entry to shorten selling cycles and cut processing costs
- Applies repeatable consistent processes that ensure accuracy and help to preserve data quality
Guided Process Flows
Process flows are available for any entity managed in Dynamics 365 and the Common Data Service. These can be applied to standard processes such as sales leads, support cases as well as bespoke workflows such as applications and bookings.
Each process flow guides users through a defined sequence of steps and stage series for clear visibility of what actions have been completed, and what needs to happen next to reach a successful outcome.
By following prescriptive on-screen prompts routine workflows are handled in line with your unique process rules to ensure a consistent approach and high data quality.
Each process flow is mapped out to replicate each step of your processes. This can include:
- Stage gating to prevent users progressing a process to the next stage if specific conditions haven't been met
- Conditional branching logic to dynamically adjust process flow behaviour based on data entry
- Business rules that enforce mandatory fields and set conditional field values and visibility rules
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