Companies that are subscribed to Microsoft Dynamics 365 for CRM can now bring that data into a Teams workflow at no additional charge. It’s a win-win for organizations both in terms of bottom line – this new enhancement for integrating data from Dynamics 365 for CRM into Microsoft Teams eliminates the need for any additional licensing within an organization – and productivity. Existing Dynamics 365 users can then invite any individual within their organization to access this customer data within Microsoft Teams for further discussions and work.
Microsoft’s Alysa Taylor, corporate vice president for Industry, Apps, and Data Marketing, said that this change was necessary in Dynamics 365 for CRM to help streamline existing customer workflows.
"With the world changing faster than ever before, none of us have time to waste when we’re trying to get work done," she said. "Searching for information, finding an expert to help with your customer, or switching between apps all day long – all of these things slow down the flow of work and keep us from delivering customer experiences that matter."
She added that Microsoft is the first technology vendor to add this capability for customers without requiring additional licensing to enable the feature.
A Hub: Microsoft Teams and Dynamics 365 for CRM
By incorporating access to Dynamics 365 for CRM data into Teams as a centralized hub, employees can quickly collaborate on customer data and provide outreach to those customers faster because that customer data can be shared during a Teams call or chat and be available immediately.
Microsoft announced during the company’s recent Microsoft Inspire partner conference that more than 145 million users access Teams daily; this integration continues to position Microsoft’s collaborative platform as the hub for multi-employee, multi-application workflows.
The Dynamics 365 for CRM Workflow in Teams
The customer information that anyone can access within Dynamics 365 and then pull into Microsoft Teams includes customer histories, contacts, customer case records and sales opportunities.
Dynamics 365 for CRM data can be accessed as a user is scheduling any appointment in Teams, so the data is readily available during a Teams call or chat. Any notes captured in that Teams call will be saved automatically in the Dynamics 365 for CRM record for future reference.
Any changes made to customer data done by someone in Teams will be synched back to the customer record in Dynamics 365. There will also be a record of the change, as the change workflow includes an alert sent to the team member responsible for that customer record. (For those suffering from notification overload, there are options to manage both the frequency and method by which those notifications are sent within Teams.
Dynamics 365 and Teams Collaboration Cost and Availability
As previously mentioned, sharing Dynamics 365 customer information with colleagues in Microsoft Teams does not require any additional licensing or costs for the organization. However, a Dynamics 365 for CRM license is required within the tenant to enable this feature.
In other words, Dynamics 365 is not suddenly free for organizations but access to the data within the service is now available at no additional cost for those already paying for the service.
This feature enhancement for Teams and Dynamics 365 is available now.