What can Teams do for your CRM system?
By integrating Microsoft Teams with Dynamics 365 (Dynamics 365), a range of exciting communication tools become available directly in your CRM system. You can receive and make calls that utilize smart features in ‘conversation intelligence’ that can streamline your workflow. In addition, you get access to Teams’ chat function, where you can chat with others in your organization.
Receive calls and make outbound calls directly from the CRM system.
Integrating Teams calling can make your everyday life easier and more efficient. Teams makes it possible to make and receive calls directly in the CRM system, including in Dynamics 365 Sales Hub. This can be to/from other Teams users or to/from regular phones, such as a call from a customer.
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Here’s an incoming call to Dynamics 365 Sales Hub. A popup automatically appears where the call can be answered. Information about the person calling is also displayed if the phone number is linked to a contact in the CRM system.
If you want to make a call, you can simply bring up the Teams window and enter the number to call. If the person already exists in your CRM system, you can also simply find the person and call directly from their contact page by clicking on the phone icon next to their phone number.
For incoming calls, you can always see the number that’s calling. And if the phone number is already associated with a contact in the CRM system, you’ll also see the name of the contact below the phone number.
Plan and make calls directly from a call list.
You can plan calls as an activity/task in Dynamics 365. Salespeople can have a list of customers they need to contact, and support employees can have a list of cases that require customer contact. Call lists can be created, where it is possible to make outgoing calls directly from the list.
In the view next to the list, all relevant information about the customer or case to be discussed can be seen. This way, you always have useful information at hand, and it is possible to have an overview of how many calls need to be handled.
With the Teams integration in Dynamics 365, you can easily and elegantly make and receive calls directly from the Sales dashboard.
By Dennis Rasmussen
Office 365 & Dynamics 365 konsulent
Micropartner
Keep track of important information during the call.
Under opkaldet gør Teams integrationen det muligt at lave en lang række nyttige opgaver. Du kan oprette en ny kontakt og knytte telefonnummeret hertil, dette kan også gøres med nyt firma, kundeemne eller salgsmulighed. Du kan skrive noter direkte i opkaldet, så du ikke glemmer de vigtigste ting. Det er også muligt at se en real-time transskribering, så du får tekstet samtalen løbende, hvilket kan gøre det nemmere at fange alle de vigtige detaljer.
Transform calls into valuable data with “Conversation Intelligence”
When you integrate Teams into Dynamics 365, you can take advantage of ” conversation intelligence,” which is an extremely powerful tool. During the call, a number of valuable data are collected, which you can access both during the call, such as the real-time transcription, and after the call via “call summary.”
Of course, the call is also recorded on the timeline of the customer, contact, or company being called. Afterwards, you can always go to the timeline and see information about the call.
Call Summary provides you with a wealth of useful data.
After a call, you can access a “call summary”, which is a very comprehensive summary of the call. There is a lot of information stored here.
First and foremost, you can see all your notes made during the call. You can also add more if necessary. These notes can be copy/pasted directly into an email and automatically include important information such as who was present, the time, and related contacts in the CRM system.
You can also view the entire transcription, and it can be translated into other languages if necessary. It is also possible to dive deeper into the transcription and make notes directly within it, and notes from other CRM system users can even be added as well.
Here is the “Call Summary” where you can access the transcription of the call, replay the call, view notes, and suggest activities based on the content of the conversation.
Automatic suggestions for tasks
Through the so-called action items, you can quickly create tasks based on suggestions from the system. For example, if there is a discussion about calling back in the coming week, the system can suggest that you create a task with this call for the upcoming week.
See overview of keywords and questions
Call Summary giver dig også en oversigt over alle de registrerede keywords, der er blevet opfanget under samtalen. Du kan selv definere en lang række keywords i opsætningen af Teams-integrationen, og det kan blandt andet være produkter, konkurrenter, brands, organisationer eller lignende. I Call Summary vil du så se hvor mange gange de enkelte keywords er sagt, og hvor I samtalen, de er sagt.
Systemet kan også selv opfange spørgsmål og sætte dem på en liste i Call Summary. Her kan du løbe spørgsmålene igennem for at være sikker på, at du enten fik svaret på spørgsmålet, eller sørge for, at du kan vende tilbage med svar til en kunde.
An example of keywords captured via a call in Dynamics 365 Sales Hub.
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