Dynamics 365 AI - Systems of Intelligence

Microsoft has introduced a suite of AI apps with Dynamics 365. This blog talks about Apps for AI as the new systems of intelligence.

Enterprise journey to intelligence -

The earlier enterprise applications were called Systems of Records - This were the Operations , Accounting / finance and HR applications used to record sales transactions, do accounting and process payroll. This formed the traditional ERP business apps.
As the Customer became recognized as King (or Queen for that matter) new Systems of Engagement were created for acquiring, winning and keeping the customer with the business, the CRM apps of Marketing, Sales and Customer Service.
Now that we have had both the Systems of records and Systems of Engagement the need was to combine the data that was collected and gain intellectual insights. Additionally technology has enabled us to train machines (develop algorithms) to recognize patterns in the data, learn and predict possible future outcomes and take actions from the insights thus evolving into AI.  Now we have what is called the Systems of Intelligence in the form of Machine Learning and AI.

Apps in Dynamics 365 -

There are mainly 3 types of applications (or apps) that you can purchase with Dynamics 365 - Business apps, AI apps & Mixed Reality apps. 
The business apps consists of -
1. Customer Engagement - The traditional CRM - Sales / Customer Service and Marketing suite
2. Finance & Operations - ERP suite
3. Retail - Point of Sale solution
4. Talent - HR solution

Dynamics 365 AI

Now Microsoft has added intelligence & made it more interesting by bringing in the Dynamics 365 AI apps
1. AI for Sales
2. AI for Customer Service insights
3. AI for Marketing Insights
The Apps for AI are built to be integrated with the Sales, Marketing and Customer Service apps. They add intelligence to the data collected, stored and processed within the business apps. Integrate the Apps with other Microsoft solutions - Office 365, Power Apps and Power BI... and the possibilities for transforming your business with intelligence becomes very real.

Design for AI -
Looking back when we were designing and developing the Systems of Records the focus was on management & exception reporting to get a 360 view of business. With Systems of Engagement the focus changed to 360 view of the Customer.
Today as you are building new applications for the future - remember to incorporate and design for AI. The Systems of Intelligence will be those that -
1. provide actionable insights
2. are cognitive and self learning
3. reinforce human intelligence

I am assured that the new Dynamics 365 AI apps are the beginning of the Systems of Intelligence and the road ahead is as exciting as it is challenging.

I will write more as I get my hands dirty with the Dynamics 365 apps for AI. Thanks for reading.

Mihir Shah
365WithoutCode

Integrating Teams with Dynamics 365 - Part-II

This is the 2nd part of my blog on Teams and Dynamics 365. In Part-1, I discussed about Teams and Office 365 apps. This blog will show how to integrate Dynamics 365 Customer Engagement with Teams.

Teams is integrated with Office 365 Apps. Creating a team also creates a SharePoint team site and also an Office 365 group for the team, which can be accessed from Outlook. As discussed in my earlier blog, Team consists of Channels and all communications and collaboration is done within the Channel. You can add a tab to the channel to show records from other Apps like Dynamics 365 and GitHub.

Teams will be useful for users to form groups to discuss, collaborate, share and do meetings together. It helps the team members to have one go to location for all messaging, documents, notes, design and meetings.

For example I have created a Team called Big Deal Opportunity. Within the team is the Bids and proposal Channel. I want to link my channel with the Dynamics Account - Bob the Builder so I have all the up to date info about the Account and Opportunity in  one place where the team is working together for bidding and proposal development.

1. On the channel select the '+' sign to add a Tab. Search for Dynamics and select Dynamics 365 - preview (Note - The Dynamics 365 integration is in preview and needs to be enabled in Dynamics 365 > Settings > Preview tab)

Add an App to Team

2. Select Org and Entity - If you have multiple environments it will ask you to select the Dynamics Org and also the Unified Interface App.

Select Org and App

Note -
1. Only Dynamics 365 v9 and above will work for Team integration
2. Only Unified Interface Apps will work. Not Web Client.

3. Select Entity and Record - The last step is to select the entity (Account) and the record.

Select entity and record

Once you are done a new tab will be added to the Team channel and it show the record in the Tab itself.

Account Tab in Teams

As you can see now the team can get all the info from the Dynamics 365 Account record (or any other record) on to the Team Tab.

Another good integration for Teams, is with One Note. I added a One Note Tab  on the Channel, which the Team can view and work on as they collaborate.

One Note Tab in Teams

I hope the above help you to integrate Teams with Dynamics 365. Thanks for reading.

Mihir Shah
@mihircrm
365WithoutCode

Teams in Office 365 & Dynamics 365 - Part-1

Dynamics 365 online is part of Office 365 family of productivity and collaboration suite. It is well integrated OOTB with many other Office 365 apps such as SharePoint, One Drive, Yammer, One Note and Teams. This multi-series blog is about Teams and its integration with Office 365 Apps and Dynamics 365. Part-1 of this blog focuses on Teams and Office 365 apps.

Apps in Office 365

One important thing to note is that the apps are very much interconnected. You create an Opportunity team in Teams and this will auto create a Opportunity Group in Office 365 with its own email address that you can access from Outlook. This also create an Opportunity SharePoint team site to store and share files. You can add One note, Power BI, Power Apps, Dynamics 365 etc as tabs to the channels within a Team.

About Teams – Teams according to me is one of the best Office 365 app, that can really helpful in improving collaboration and communication within an organization. The below gives you an overview of setting up a team and linking it with other apps. .

1. Create Teams and Channels -

You can create a public, private or org wide team. A team owner can add members to the team. 

Teams consists of Channels. A general channel is auto created when you create a team. Additional channels can be created as needed. All team users have access to all the Channels within a team. (Channels are not private)

All collaboration takes place within the channels of the team.

In a channel you can start conversations by @mentioning users. Also add attachment files, start audio / video meetings (skype) and more. 

Channel collaboration

2. Chat with other user/s – You can start chat messaging with one or more users. The chats are private to the members in the chat only. 

Team chat

3. Meetings – You can start an instant audio / video meeting from within a channel or chat. The meeting can also be scheduled as shown below. This is a great alternative to having meeting outside Office 365. This also creates a tab for adding meeting notes within the channel. 

Schedule meetings

Hope this blog helps you in getting started with using Teams in Office 365. I will write about the integration with Dynamics 365 and Teams in the Part - II of this blog.

Thanks for reading. Please let me know your experience working with Teams.

Mihir Shah

@mihircrm

https://www.linkedin.com/in/mihircrm/

365WithoutCode

Delivering Dynamics 365 - Agile in Enterprise

This is part-2 of my multi series blog about Delivering Dynamics 365 online (Customer Engagement) in the Enterprise. In my earlier blog (Part-1) I have written about Enterprise Design Thinking. This blog focuses on using Agile to deliver Dynamics 365 in the enterprise. The thoughts below are from my experience in design and delivery of Microsoft Dynamics solutions for Enterprise clients using Agile and my learning from IBM Agile academy.

Continuing from my earlier blog, Enterprise design thinking helps in selecting the right project based on user outcomes, Agile helps in delivering the project right for the user outcomes.

1. What is NOT Agile ? - I think there are many books and research out there to talk about what is Agile so I would like to start by discussing "What is NOT agile ?" 
Many years ago when I started with agile delivery I had the feeling that Agile was more like the "6 blind men and elephant story". 

What is NOT Agile ?

If anyone has felt like this on an Agile project than you know what i am talking about and this is NOT Agile. Especially on an Enterprise project where there are multiple teams, with unique expertise like - business, BA, design, Dev, QA, Performance, UAT.., working in different parts of the world brought together to deliver, doing Agile becomes a challenge. And yet, it is possible to be successful - as Agile is a team mindset when working together. It requires certain process and simple rules to be adhered to (I will discuss some below). In an Agile project everyone has a mutual understanding of the desired user outcome. 

Another important concept is the Minimum Viable Product (MVP) - delivering value to the user in an iterative process. This is the prototype approach to delivering. Microsoft Dynamics 365 provides a ready to deliver platform (with Power Apps, Power BI, Flow etc.) which can help in creating an MVP prototype in days. The team can than using, Agile methodology, iteratively build on the prototype to meet and exceed user outcomes.

MVP using Dynamics 365

2. Flavors of Agile - All enterprise clients I worked with, have a unique understanding and would like to implement Agile in their specific way.   I call it the different flavors of Agile. No matter what flavor it is, there should be a common understanding of the reason why Agile is selected as a methodology.
Sometimes it is just a name which is given to the existing mashup process and there is no intention for being agile. If the top management has a clear directive to all employees to use agile and the team members are trained on Agile, it is well understood and accepted. Agile is a mindset that needs to be embraced by the enterprise.

3. The soft(er) values of Agile - As per IBM Agile academy, the values in Agile guide how we, as a team relate to each other, the values are – Trust, Respect, Openness, Courage and Empathy. The values are to be taken seriously and applied in every action of the project. The team (consisting of Client and Consultants) should have mutual respect and trust each other. If a team does not have the right values,  the project implementation becomes a challenge and instead of getting together the team gets divided and may disrupt the project.

4. Agile principles - IBM Agile academy also provides certain principles to guide the team. The 3 principles of Agile are

• Clarity of outcome
• Iteration over perfection
• Self directed teams

I will discuss each of the principles below and add my project experience. It is important that each team member understand & adhere to the principles in the Project.

5. Clarity of outcome – This is to be clearly defined for the project team and this may be documented in the project charter / SOW. The SOW is used by implementation team as the bible / guide for the project. If there is an ambiguity in the SOW it can lead to confusion and difference in expectations. If the project team is not following the SOW, it needs to be highlighted and understood. Many Dynamics 365 project have not succeeded because of the lack of clarity due to not involving users in the entire process.

6. Iteration over perfection – In agile the goal is continuous improvement. After each iteration the team improves working together, the process is better understood and the velocity increases over time. So do not expect the team to be perfect from day 1. In one of my Microsoft Dynamics 365 agile project, our team velocity increased from 100 points in the initial Sprint to 300 points in the end of the Project phase. The first software delivered is an MVP and also every delivery is a prototype that will be improved upon in the next Sprint iteration. 

7. Self directed teams – Teams need to be empowered to take decisions. Once the team members know that they have the power to contribute and make group decisions, the team is motivated and does the necessary actions to complete the work. 

If you see something, say something

Team empowerment is a very powerful principle of Agile. This requires the team members to actively participate and have the courage and be allowed to speak up during agile meetings. It is vital to call out and fix an issue in the earlier stages of development than when it is found in Production.

I hope the above gives you a taste of Agile and would love to hear about your experiences in delivering Dynamics 365 using Agile.

Mihir Shah
Twitter - @mihircrm
LinkedIn - https://www.linkedin.com/in/mihircrm/

Dynamics 365 & Enterprise Design Thinking - Delivering Dynamics 365 Part-1

This is part-1 of a multi series blog about Delivering Dynamics 365 online (CRM) in the Enterprise. Microsoft Dynamics is now the business application platform of choice for Enterprises who are doing Digital Transformation projects. Dynamics 365 in conjunction with Azure and Office 365 is a strategy tool that Enterprise can depend, build upon and deliver long term business growth models with confidence. 
At IBM, Enterprise Design Thinking is helping project teams to deliver better experiences at scale. I will discuss its use in conjunction with Agile and how it helps in Dynamics 365 project implementations.

Enterprise Design Thinking @ IBM

1. Why Enterprise Design Thinking  - Dynamics 365 is a multi-faceted platform that can, in enterprises, be used for Sales / Customer Service / Marketing / Custom business process / Portals... When selecting the optimum business application where Dynamics 365 will be most useful, it is critical to identify the right problem to solve. There are 2 steps to be followed for the success of an Enterprise project.

• Step-1 Doing the right project. - There can be multiple strategy / tactical options for an Enterprise to select from when planning for Digital Transformation. Due to budget, time and resource constraints (the eternal project constraints) management has to select the right strategy option / program for the organization. Enterprise design thinking is an approach to identify the strategic goals that will deliver the best outcomes for the user and customer.
• Step-2 Doing the project right - Once the right project / program is selected and the goals / hills are identified, the design and delivery of the project (doing it right) is where Agile project implementation really makes a difference.

Enterprise Design Thinking helps in identifying the problem to solve focusing on user outcomes. So every major project (where feasible) should begin with Enterprise Design Thinking approach to define the project hills (goals).

2. How does it work for Dynamics 365? - Enterprise Design Thinking is based on set of principles - Some of the key concepts are 

1. Focus on user outcomes - This is to enable the future users of Dynamics 365 to make a substantial difference in how they do their current work for their customers. The challenges faced by the users are highlighted and a future outcome is envisioned. The 'aha' moment in delighting the customer is defined as Hills (goals).
2. Team work -  People from different areas come together as a team to collaborate. They work together, develop mutual respect, trust and ideate. In Dynamics 365 we have multiple teams working together like - Dev, QA, business users, BA's, integration... They need to be guided with the same goal. The hills identified become the guiding star that everyone looks upto as a team when working on the project. There are many tools / artificats in Design Thinking process that help the team to collaborate, think and reflect together. 
3. Relentlessly reinvent - This is the iterative cycle of improvement. As we design and deliver solutions for better user outcomes, the process of feedback can help improve and provide an even better solution.  It is also key to consider everything as a prototype and deliver solutions faster in an iterative manner. Dynamics 365 / Power Apps helps to design and present prototype to business users in a short time so that they can get a quick view of the proposed solution. Any feedback can be incorporated in the early design stage.

In an Enterprise Dynamics 365 project we worked on, the team first went through the Enterprise Design Thinking process, where we collaborate, ideate and identify the hills (aha moment). One of the hills identified, was chosen as a goal for the first phase of the project. That became our guiding north star which we used to stay on track and help deliver the project using agile methodology.

Agile and Enterprise Design Thinking have lot of similarities and when used in conjunction they help business in envisioning, designing and consistently delivering better solutions. 

Do let me know about your experience with Design Thinking. In my next blog (part-2) I will write about the agile implementation process for delivering Dynamics 365. Thank you for reading.

Mihir Shah

Approvals for Dynamics 365 using Microsoft Flow

One of the business requirement which I have encountered is to provide an ability to approve or reject a request (for example lead or Opportunity) in an email without having to open Dynamics 365.

This is now possible using Approvals in Microsoft Flow. Below is an example.

Business scenario – When a lead is created in Dynamics 365, send an Approval email to user/s. Provide some details of the lead in the email. Once the user approves or rejects the lead, capture the response with the comments in Dynamics 365.

   

        I have setup the following environments –

a.       Dynamics 365

b.       Microsoft Flow

c.       Outlook online - Office 365

     Create a new Approval flow with Dynamics 365. In this example an approval email is sent when a Lead is created. I have connected to the demo org and selected the Lead entity.

Flow trigger - When a lead is created

Next step is to create the Approval.  The approval sends an email to the approver with a link to the record and some details info. The approver can review the email, approve or reject the record from within the email and add comments to it.

Approval email config

When a Lead is created in Dynamics 365 the approval is triggered and it sends an email to the person/s who need to approve. The email is shown below. The email is from Microsoft. I am not sure if this can be modified. The body of the email is as configured and shown below

email body

The approver can select Approve or Reject from within the email and also add comments.

The next step is to set a condition for updating the response into Dynamics 365. I have added the condition below. I have also added 2 custom fields to the Lead entity to store the response in the Lead record.

Conditional action

If approved I want the Lead record to be updated with the response and comments.

Update lead

I can also add a condition if the Approver rejects to update the lead with the response and comments.

Here is the end result with the Lead entity record updated in Dynamics 365.

Lead record updated

Microsoft has provided ability to track the run history and performance of the flow with Power BI analytics.

Run performance

This is a simple way to perform Approvals in Dynamics 365 using Microsoft Flow. I hope this helps you to try the Approvals and let me know your experience with it. 

What’s new in Dynamics 365 – Spring 2018 – Knowledge Management

Microsoft has releases its latest iteration of Dynamics 365 – Spring 2018. I had previously written about, What's new in Sales and Customer Service. This blog focuses on an updated / new feature – Knowledge Management. I am sure this will be a useful tool for all businesses to build a knowledge management strategy. As employees transition, the knowledge repository should stay and grow as an organizational asset.

Knowledge management allows to create, search, edit, review, translate and publish knowledge articles. Knowledge articles can be any customer issues, F.A.Q’s, new business process training, how to steps that a user can search for and get benefited. Knowledge articles can include images and videos.

Use Cases for Knowledge Management –

1.       Customer Service Management - Knowledge Management is crucial for customer service / call center operations. It allows to store the steps / process for troubleshooting / resolving an issue and make it available for all users. The customer service agents can also email the knowledge article to the customer.

2.       Training – Knowledge Management can also be used for internal training. For example – there is a new sales process implemented, the Sales Manager can define the process steps in the knowledge management article and make it available on the sales entity like Opportunity or Lead. Now any Sales user can than search and refer to the knowledge article to better understand the new Sales process. Another useful feature for training is the Learning Path.

3.       In-house back-office support / IT support – In-house IT routine support calls can by minimized by providing detail troubleshooting steps to end users. So when a user searches for a particular issue like - how to reset password, the knowledge article can provide the answers.

Knowledge Management security and business process –

The knowledge management process can be managed by a user / team. There is a custom security role called Knowledge Manager created OOTB with full access to Knowledge article entity. Customer service manager and rep role users OOTB security role have the read and create capability for knowledge article. Any other users who need access to the knowledge articles (my guess is all users) should have at least read access to the knowledge articles entity.

The business process for knowledge article is shown below –

Knowledge article process

The business process flow for Knowledge article in Dynamics 365 is shown below. There are 3 stages – Author, Review and Publish. 

Business process flow

The business process stages and steps are detailed below –

1.       Author –

a.       User creates a knowledge article. The article status reason is proposed.

b.       Once created the knowledge article is given a major version 1 and minor version 0.

c.       User completes the article and marks it for review.

d.       This changes the status to in review and the bpf is moved to the next stage. Also the knowledge article can be manually assigned / sent to the Reviewer user or to Reviewer team queue (Automating this process is recommended)

Author stage

2.    Review –

The reviewer who is assigned the article can now pick the article and reviews it. If it needs modifications they can reject the article and add a reason. If they are ok with the article they can approve the same.

Review stage

If the article is rejected, the reject reason gets posted in the timeline of the article and it gets assigned back to the user who created the article.

Reject reason post

There is also an additional “Update Content” stage added to the knowledge article. 

Update Stage added

The author of the article can complete the update as needed and assign it back to the reviewer user or team for finalizing and publishing the article.

 3. Publish

If everything is correct, the reviewer add product associations and can also add an expiry date.

Publish stage

Once complete the article is ready to be published. The manager can publish the article now or on a future scheduled date. Also set the expiry date and status of the article after it expires as shown below.

Publish article

In addition to above the following functionality is also available

1.       Article translation into multiple languages

2.       Article views / analytics

3.       Article linked to records like Case

4.       Article versioning capability

Hope this helps in getting started with and implementing a knowledge management strategy. Thanks for reading.

Mihir Shah

365WithoutCode

What’s new in Dynamics 365 Spring 2018 – Customer Service

Microsoft has released the latest version of Dynamics 365 applications for Spring 2018. This blog talks about what’s new in the Customer Service application. OOTB there are 2 apps for Customer Service process in Dynamics 365 – Customer Service app on the old web client interface and Customer Service Hub app on the new Unified interface. To read about What’s new in the Sales refer my earlier blog here.

The Customer Service Hub was introduced in ver 9.0. “Built on the Unified Interface framework, the Customer Service Hub is a focused and intuitive application for case and knowledge management on any screen size, device, or orientation.”

Important things to note –

•           Timeline and Knowledge management (articles) is available OOTB on the Customer        Service Hub app
•          Knowledge Management is enabled for Case entity only by default

Customer Service Hub application has the following new features –

1. Case – With Spring 2018 release Case Management and Knowledge management business processes, related entities are on the Customer Service Hub - new unified interface framework. This includes – Account / Contact / Case / Queues / Knowledge article / Activity …

It may be important to note that there are some known issues with the new Unified interface framework. You can get more details in this link - https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/readme-9#sales-hub-and-customer-service-hub-apps-

Below is an example of the Case form in the Customer Service Hub app on unified Interface. The business process is on the top in a floating mode. The Case form also has the new Timeline feature.

Case form with floating BPF

Below is the Case form with the business process docked on the right side.

Case form with docked BPF

2. Timeline  -  Timeline is a new feature that was added with v9.0. It allows users to see and create customer interactions including activities like appointment, phone call, email, task, notes and system posts. Note: Timeline is only available on new unified interface.

Timeline on a Case form

3. Knowledge Management (KB articles) - Customer Service Hub app has the Knowledge Management feature which enables the Customer Service user to quickly search for Knowledge articles from the related panel on the Case form. 

KB article in related panel of Case form

Users can search, author, review and publish knowledge articles using a rich text editor. Below is a KB article and its business process flow.

KB Article with BPF

4. Dashboards – There are new Dashboards in the Customer Service Hub. Some of them are discussed below.

a.       Tier-1 dashboard for customer service agents to deliver 1^st level of support and handle multiple customers at the same time.

Tier-1 dashboard for Customer Service agents

a.       Tier-2 dashboard is for Service Managers or Tier-2 agents to get an overview of the cases and monitor more complex or escalated cases in a single view.

Tier-2 dashboard for Customer Service Managers

c.       Knowledge Manager dashboard – gives an overview of the KB articles to KB managers

KB dashboard

I hope this gets you started to try out the new features in Dynamics 365 – Spring 2018 release for Customer Service. 

Please do let me know your questions and experience with the new capabilities. Thanks for reading.

Mihir Shah

365WithoutCode

What's new in Dynamics 365 Spring 2018 - Sales

Microsoft has released the latest version of Dynamics 365 applications for Spring 2018. This blog talks about what’s new in the Sales application. 

OOTB there are 2 apps for Sales process in Dynamics 365 – Sales app on the old web client interface and Sales Hub app on the new Unified interface. Sales applications has the following new features –

1. Unified Interface – With Spring 2018 release all the core sales business process entities are on the Sales Hub - new unified interface framework. This includes – Account / Contact / Lead / Opportunity / Competitors / Quote / Invoice / Product / Goals / Sales Literature…

The following apps and integrations are also on the Unified Interface framework

a.       Dynamics 365 App for Outlook

b.       Linked-In Sales Navigator integration

c.       Gamification

It may be important to note that there are some known issues with the new Unified interface framework. You can get more details in this link - https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/readme-9#sales-hub-and-customer-service-hub-apps-

Below is an example of the Opportunity form in the Sales Hub app on unified Interface with custom control added to the Probability and Budget amount fields.

Opportunity - Unified Interface form with custom controls

      2. Embedded intelligence – The Sales apps have embedded intelligence capability which enables the Sales person to focus on Sales by providing the necessary actions. 

      The embedded intelligence -

a.       Collects, manages and analyzes the diverse data and communication during the entire sales process

b.       Automatically captures activities and suggests relevant actions to the Sales person

The components of embedded intelligence in the Sales app include – Relationship assistant, auto capture and email engagement. In my demo environment the intelligence configuration was still in the Settings > preview tab as shown below.

Intelligence configuration

The embedded intelligence functionality scans and analyzes the data in Dynamics 365 and Microsoft exchange and generates insights. The insights are shows in the form of Action cards to the user at an appropriate time as configured in the system. There are 10 base cards that can be enabled with the Relationship assistant as shown below - 

Base action cards

In addition to the Base cards there are additional enhanced cards the can be enabled and configured. 

Enhanced Cards

3. Enhanced integration with Linked In Sales Navigator – Linked In Sales Navigator is a online monthly service provided by LinkedIn / Microsoft.

If you have a Team or Enterprise license for Linked In Sales Navigator and Dynamics 365 license you can integrate them to work together. Integration is through a managed solution provided by LinkedIn / Microsoft in the Apps marketplace. 

You can get a free trial from here - https://appsource.microsoft.com/en-us/product/dynamics-365/linkedin.0cb76fe0-d453-4edb-a68c-65fb9119493a?tab=Overview

Sales Navigator

The enhanced integration enables the Sales person to seamlessly work between Sales Navigator and Dynamics 365 and enables the following –

·       Allows users to search and lookup people LinkedIn profile, photo and work history from within Dynamics 365 using a widget in the form

·       Find new leads directly in Dynamics with Lead Recommendations

·       Get Account & Lead Updates including news mentions and job changes when viewing accounts in Dynamics

·       Send InMail, messages, and customized connection requests from within Dynamics

4. Sales / Relationship Insights – This is a new feature (in preview) introduced in Spring 2018 release. This feature can be enabled from within Dynamics 365. 

Relationship Insights

This leverages the data integration within Dynamics 365, Office 365 and Microsoft Exchange and Artificial Intelligence capability to derive insights to help the Sales person to better prioritize customers, leads and opportunities and improve their relationship health. (I will be writing another blog to detail this soon)

I hope this gets you started to try out the new features in Dynamics 365 – Spring 2018 release for Sales. Please do let me know your questions and experience with the new capabilities. 

Thanks for reading.

Mihir Shah

365WithoutCode