Mail call! This month, our CRM mailbag is full of common Microsoft Dynamics 365 CRM teams questions.
I love this stuff.
Q: What is Microsoft Teams and how does it integrate with Dynamics 365?
A: Microsoft Teams is a collaboration and chat tool that allows insight from Microsoft Teams in CRM and vice versa.
For instance, you can set up a Teams channel about a proposal that you’re sending to a client. You then connect that channel to the appropriate Dynamics 365 record – maybe the account or the opportunity. Then, updates from Dynamics 365 to that record will be automatically posted to Teams, and users can view the CRM record from within that Teams channel.
Currently you can only connect Accounts, Opportunities, and Leads. However, this integration is improving and evolving, so stay tuned for additional features!
If you need to connect another entity, please reach out. We can help you work around native integration to achieve this.
Q: We have been using Dynamics 365 for almost a year now and our business is using the teams within CRM to separate inside sales from outside sales members and to designate house accounts on records. Does this mean that we should be using Microsoft Teams? My IT guy asked me if he should install it on my machine and I didn’t know how to answer the question.
It’s a bit confusing because of the common word “teams.”
Microsoft Teams has nothing to do with teams within CRM. They are completely independent and it sounds like you are using your CRM teams properly. You won’t need to use the Microsoft Teams product unless you want to add its collaboration and chat tools to your workflow.
CRM teams are meant exclusively for CRM use in grouping data, bundling users together for security purposes, or indicating ownership in those situations where a single person doesn’t own a record in CRM. For example, a help desk ticket or a new, unassigned lead that comes in to the company can be assigned to a team rather than an individual user.
Q: We have about 20 customer service reps that currently do not have access to CRM. I’m the new operations manager at our company and I see a need to increase visibility between sales and the Customer Service Reps who answer our phones and sometimes take orders. We’d like for them to be able to see the history associated with a record and we would like a couple of them to create opportunities for account managers if the account managers are not available for a call. Can we use Team licenses for this?
It sounds like almost all of your customer service reps can operate on team member licenses. Check out this link for a detailed feature set and capabilities of the license.
In short, a team member license is a read-only license for most of a typical user’s CRM activities.
There are some record types that a user can create with a team license, but for the users that create opportunities, you’ll need to get full sales licenses. For the rest, you can go with the more affordably priced team license.
This should keep costs down and ROI up!
That's it for this CRM mailbag. Thanks for joining us, and hopefully we'll see you next month for some more CRM questions and answers.
If you have questions, please send them to us. We're happy to answer them in future episodes.
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