Dynamics 365 Custromer Service

Customer Service Hub for efficient case resolution

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The Customer Service Hub is designed to empower agents to deliver fast, personalized service and support. With interactive dashboards, guided business process flows, and a timeline that delivers a unified view of customer communications, the app simplifies an agent’s job and helps increase productivity.

The app is available on the web in a browser and on mobile.

Create effortless support experiences

Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution.

Leverage artificial intelligence through virtual agents

Automate resolution and free up agents for high-value interactions. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available.

Resolve issues with predictive care

Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.

Interactive dashboards

Customer Service Hub dashboards are a one-stop workplace where agents and supervisors review their workload and take actions to resolve issues. Dashboards make it easier to review and act on information coming from various entity views and queues and make it easier to apply additional filtering with visual, global, and timeframe filters to quickly narrow down what is most actionable and urgent.

Business process flows for standardized case handling

Business process flows ensure that agents enter case data consistently and follow the same steps every time they interact with a customer.

Business process flows support floating and docked mode for process stages, which lets agents view case information and update the process stages simultaneously.

Search for knowledge articles on the reference panel

Reference panel tabs allow agents to quickly find related records, or search knowledge articles for accounts, contacts, cases, and other knowledge articles.

Digital transformation with Dynamics 365

What is Dynamics 365

It’s here! The first look at the next generation of intelligent business applications in the cloud.

Use digital intelligence to reimagine what’s possible for your business. Microsoft Dynamics 365 unifies CRM and ERP capabilities into applications that work seamlessly together across sales, customer service, field service, operations, financials, marketing, and project service automation. Start with what you need, add applications as your business grows.

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Applications of Dynamics 365

Editions of Dynamics 365

The Business Edition is best suited for small to mid-size businesses (250 employees or less). This is based on Microsoft Dynamics NAV.
The Enterprise Edition is best suited for larger organizations (with more than 250 employees). This is based on Microsoft Dynamics AX.

Choosing between Business or Enterprise Edition

The following article helps in choosing between the two editions:

Enterprise vs Business Edition
Learn more from Microsoft’s website

Foster relationships with authentic and personal engagement with LinkedIn Sales Navigator

LinkedIn Sales Navigator integration for Dynamics 365 Sales

With LinkedIn Sales Navigator integration, salespeople can tap into their professional networks and relationships to improve their pipeline.

Put buyers first with relationship selling

Build trust with insights centered on specific customer needs and easily manage relationships at scale with integration between LinkedIn and Dynamics 365 that unifies data and processes.

Engage buyers with social media

Find opportunities and nurture relationships with embedded intelligence that highlights relevant conversations to join and recommends content to share.

Deliver personalized content

Get suggestions for relevant content based on what you’re working on and who you’re working with. Quickly create personalized sales documents with familiar Office 365 tools that enable simultaneous collaboration and editing.

LinkedIn Sales Navigator (SNAP) controls on forms

With LinkedIn Sales Navigator integration, business analysts and system administrators can add customizable form controls that deliver insights to help salespeople build connections as they work deals. The controls provide a full view into Sales Navigator member or company profiles, or focused views into lead icebreakers, mutual connections, and related leads, as well as account connections, recommended leads, and news.

LinkedIn profile pictures for contact records synchronized with Sales Navigator

With the LinkedIn Sales Navigator integration, salespeople see LinkedIn profile pictures on dashboards, grids, and forms for any contact record synced with LinkedIn Sales Navigator.

Seeing LinkedIn profile pictures for contacts helps salespeople build recognition of their prospects, and helps deepen connections throughout the sales process.

With embedded InMail communication, salespeople get one-click access to interactions with a high probability of success.

Datasmith CSD for Sage Evolution

Datasmith CSD for Sage Evolution

Integrated with Sage Evolution
The supplier master integration is used on first data synchronization. All Evolution suppliers are submitted to the cloud service with their MAAA numbers, as an automated process. The service then responds with the compliance status of each supplier. In one shot all existing suppliers’ CSD compliance status is updated in Evolution.

From that point on any changes to a supplier in CSD will update Evolution. This is also an automated process, to ensure all suppliers’ CSD compliance status stays up to date, in Evolution.

Search Sage CSD for New Suppliers
Employees at state owned entities registered on Sage CSD, can search using any combination of fields; Name, MAAA number, supplier type, industry, compliance status, location and commodity.

Roll down New Suppliers
After the search for a new supplier is complete. A user can then select to roll down the supplier to Evolution. This action creates the new prospective supplier in Evolution, with the details from CSD, including; supplier name, contact people, telephone, fax, email, address, Vat number, Company registration and bank details. Once in Evolution the approval process is followed to create them as a supplier.


Central Supplier Database implemented for the National Research Foundation

Datasmith integrates National Treasury’s Central Supplier Database with National Research Foundation’s Finance System

The South African National Treasury released the Central Supplier Database in 2015, to be utilised by all Organs of State (OOS). As per the instruction note from National Treasury, with effect from 1 April 2016, accounting officers and accounting authorities may not award any bid to a supplier who is not registered on the CSD.

The Central Supplier Database (CSD) maintains a database of organisations, institutions and individuals who can provide goods and services to the government.

The National Research Foundation (NRF) manages nine (9) business units, namely: SKA SA Project, Hartebeesthoek Radio Astronomy Observatory, iThemba LABS, National Zoological Gardens of SA, SA Astronomical Observatory, SA Environmental Observation Network, SA Agency for Science and Technology Advancement, SA Institute for Aquatic Biodiversity and Research and Innovation Support and Advancement.

NRF contracted Datasmith to integrate National Treasury’s CSD with Microsoft Dynamics, the NRF’s finance system. The solution provides a synchronised local copy of the CSD data, to an application called Group Creditors. The NRF procurement policies are applied to the local dataset, ensuring NRF only procures from CSD compliant suppliers / service providers, in Microsoft Dynamics.

CSD Integration highlights:
• Search CSD suppliers by location (nationwide, province, district, city or town)
• Search CSD suppliers by commodity (segment, family, class and item)
• Search by other supplier information such as industry, supplier type, compliance status, government employee, registration dates, BBBEE certificate and expiration dates among other search criteria
• Search with a ‘Waive Tax Clearance Certificate Requirement’ for transactions with value of less than R30 000 VAT Inclusive
• Supports randomised supplier searches to promote rotation of suppliers engaged for quotations.
• Shows compliant suppliers according to the NRF’s compliance rules
• Allows users to only do business with CSD compliant suppliers / service providers
• Supports synchronization to the CSD using Bulk Data services or Real Time Services



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