Introduction to Dynamics 365 for Marketing

Dynamics 365 for Marketing,
helps you plan, automate, and monitor the full customer journey as prospects travel
from discovery, through nurturing, and onward to become marketing-qualified leads. You can run automated email campaigns, plan
and promote sales events, create interactive online forms, generate and score leads, collaborate
seamlessly with Sales, and much more, all in one place. In this video, we’ll observe the customer
journey as seen by three personas: the marketer, the salesperson, and the customer. Let’s start with the marketer. Marketers can quickly create captivating bulk
emails with the designer tool. They can drag content blocks from the toolbox,
stylize content, add text, add graphics or images, merge fields, and more. The designer provides a preview feature that
lets marketers see how the message will look in different devices and orientations. The marketer sets up a customer journey by
arranging tiles on the canvas to create a sequence of customer touch points and actions. She establishes who will receive the marketing
communications, the content within each contact point, and when each message will go out. The marketer does one final check on the email
before the journey goes live. Marketers can create lead-scoring models that
score each lead based on actions such as email opens, email clicks, event registrations,
website visits, and more. When a lead reaches a sales-ready score, a
salesperson can pick it up. Now, let’s experience the journey through
the eyes of the customer. The customer receives an email offer to join
an early-access Xbox-live creators program. She opens the email and clicks the registration
link. The link takes her to a landing page that
the marketer designed and published using Dynamics 365. The customer enrolls in the program by providing
the necessary details, and then waits for the next steps. Soon afterwards, she receives an email confirming
that she has been set up for the program. The email also has helpful links to onboarding
videos and some other related pages. Now let’s see the marketer’s viewpoint
of the customer journey so far. Here’s the lead that’s tracking the customer’s
interest in the Xbox-live creators program. The marketer can see that her score has increased
because she opened the email, clicked a link, and submitted the registration form. We can also see that this customer spent time
browsing our website, and that increased her score too. At the top of the lead, we can see that the
lead is getting hot, so it’s time for the marketer to send it to a salesperson for acceptance. Now let’s flip to the salesperson and learn
how he views the customer’s journey. The customer appears on his dashboard as a
qualified lead that the salesperson can follow up with when the time is right. Dynamics 365 for Marketing,
helps you orchestrate interactive customer journeys that send the right messages at the
right time and automatically nurture your best prospects. Then it closes the loop by forwarding qualified,
information-rich leads directly to sales.

Multideur’s migration to Microsoft Dynamics 365 Business Central

Worldwide millions of doors open and close each day. Multideur ensures that vital organisations
like the Ministry of Defense… …and fire departments have no worries about
their accessibility by using technology. Basically I always say nobody notices a door… …until it doesn’t work anymore. Because then you will find out that the processes
inside a factory can not continue anymore. Fire departments, the Ministry of Defense
or police departments… …you can imagine what will happen if such
a service can not be delivered… …because a door is malfunctioning. Since we are focusing more and more on the service delivery… …we see a big challenge in the speed of
information throughout our processes. In the past we had a very physical process here. With lots of piles of papers and mechanics going
to clients with physical worksheets. But also we had some various systems and
various versions of Navision… …so when a client called with a breakdown or malfunctioning door, we
had to look at different places to find the right information. So the speed and accessibility of information became a big issue. And this is something we wanted to solve with a new system. We chose for the Microsoft Dynamics 365 Business Central
solution with the Field Service app. Basically it gives us the most easy way to find information. We also ensure that the information is the same at every place. And its accessible for everybody everywhere
because it is in the cloud. So for example a mechanic can now focus on
his job, which is to maintain or service the door… …and less on paperwork and all
kinds of administration instead. Our work used to be a lot of paperwork, a lot of e-mails… …no that was not a nice situation. Now we have more time with the system to
help the customer and work on the project. That makes life easier. We made a big choice to put our system into the cloud. So we do not use local servers anymore. But also no local support. We have a partner which is Prodware. They helped us with defining the system. They helped us find
the best solution for Multideur in our demands and our processes. And today they support us in having the system online
everyday. And help us improve everyday. We are now also working on implementing the business intelligence
app Power BI… …which gives us a lot of management information… …on what we are doing so we can provide
the SLA information to our customers proactively. And also steer ourselfs on our main KPI’s and
the service delivery that we have in the field. In the end we want to deliver our promise. Which is
to deliver the best service to our customers. So basically we already know when a breakdown can happen… …or when specific predictive maintainance needs
to be done before the client even notices. And this is what we are looking into. By use of IOT
which is also supported by the Field Service solution.

Working with Sovereign – Teaser

– Sovereign Housing Association is the seventh largest housing
association outside London. Dynamics 365 is a project for Sovereign as part of its wider
transformation program. – We’re changing the way
that we handle contacts in our contact center and we’re deploying a new way of working within our tenancy management service. Using Field Service to essentially triage cases and then deploy our housing officers to the
customers who need us most. We want to work at pace,
be scalable for the future, and have a platform which is configurable and we can take inspiration and innovation from other markets. – From this implementation, we’re hoping to have a faster, more consistent customer service across all of our different
branches of customers. – [Nicole] We’re not just
putting in existing processes into a new technology. We’re using the capabilities
of the new technology to think about how can
we better do what we do? (calm uplifting music)

Get Assistance with Microsoft Dynamics 365 Business Central

Business Central is backed by a broad range of information and resources. This video shows where to go for information, how to contact a partner when you’re ready to buy Business Central, or tailor the product for your business, and how to engage with peers in our community. Need some help with a process while you’re working? The online help is a great place to read about concepts and follow step-by-step procedures. If you prefer visual demonstrations, we’re also building up a library of “how to” videos, which is available from the Product Videos tile on the Business Manager and Accountant Role Centers. There are lots of resources outside the application. For example, want an in-depth introduction to Business Central? Help to configure processes for your business? Looking to extend Business Central with extra capabilities? Or find industry-specific solutions ready made for Business Central by Microsoft and our partners? Visit, where you’ll find consultancy service offerings and apps that suit your business out-of-the-box. Ready to buy Business Central and get started? Contact Microsoft Sales at They’ll help you find a Microsoft partner You can also find a partner yourself at Interested in what others are talking about? Want some inspiration? Engage with peers in the Business Central community at Got a good idea for a new feature you’d like to see in Business Central? Share your thoughts with us on our forum at Thanks for watching this overview of the resources behind Business Central.