Personalized Community is here!
Quickly customize your community to find the content you seek.
Check out the latest Sales updates!Learn about the key capabilities and features of Dynamics 365 Sales and experience some of the new features.
Dynamics 365 Sales in 2022 release wave 1
2023 Release Wave 1Check out the latest updates and new features of Dynamics 365 released from April 2023 through September 2023
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Community | FastTrack Program | Finance and Operations TechTalks | Customer Engagement TechTalks | Upcoming TechTalks | All TechTalks
In our daily lives we engage across multiple communication channels depending on the time and place. It's no different when we engage in a sales conversation. Customers and prospects are busy people who don't always have the time to join a booked meeting, take a call or even engage via e-mail. Yet when the need arises, we want them to be able to get in touch with ease.
Now in Dynamics 365 Sales we have made connecting with customers even easier by adding an SMS channel communication for our users. This channel provides another option to the sellers 'kit bag' to aid connection.
It's a convenient and non-intrusive option to send reminders, provide quick updates, or respond to customer queries.
Today most of the customers are already collaborating with their key contacts and business decision makers via various chat channels including SMS. However, often these happen over seller personal devices, or via custom SMS platforms which need connection and setup into a CRM application. With this new update sellers can just get started quickly knowing the conversation is tracked for the team to keep informed. We can stop data silos and reduce IT spend on activation.
Organizations will be able to:
Let's dive in to see our key capabilities and learn how implementing this across sales scenarios will benefit your organization.
We are adding the SMS communication channel as a new activity record in Dynamics 365 Sales. It will power several workflows, including:
SMS chat editor
Adding SMS step to a sequence
Additionally, you can leverage the personalization capability while creating the templates, to add a personal touch to the messages.
Creating an SMS template
Viewing SMS conversation on the entity timeline
Administrators will need to set up the SMS provider within the Dynamics 365 Sales application and assign numbers to enable additional communication channels. Once done, sellers or sales team can leverage the assigned number to send and receive SMS.
Let’s look at the key steps involved in the process:
Start today with additional communication channels:
Configure the SMS channel provider and start using SMS as part of your sales workflows: Engage with customers through text messages | Microsoft Learn
We’re always looking for feedback and would like to hear from you. Please head to the Dynamics 365 Sales – Forums, Blogs, Support to start a discussion, ask questions, and tell us what you think!
If you are not yet a Dynamics 365 Sales customer, check out theDynamics 365 Sales webpagewhere you can take a guided tour or get a free 30-day trial.
*Available for Dynamics 365 Sales Enterprise and above, for pricing, please visit: Sales Pricing Compare Plans | Microsoft Dynamics 365
The post How to engage customers with the right communication channels appeared first on Microsoft Dynamics 365 Blog.
Business Applications communities