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MB2-714 exam Dumps Source : Microsoft Dynamics CRM 2016 Customer Service
Test Code : MB2-714
Test denomination : Microsoft Dynamics CRM 2016 Customer Service
Vendor denomination : Microsoft
: 91 real Questions
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competition has been escalating within the client-relationship administration space (CRM) as behemoths enjoy salesforce CRM, Microsoft MSFT, Adobe ADBE, Oracle ORCL, IBM IBM and SAP SAP vie to grab market share.
principally, complete these groups are gearing up with regular launches of items and features to target the CRM market. further, shift in focal point of common enterprise software utility and platform carriers to cloud computing is intensifying competitors within the space.
These groups are additionally entering into strategic partnerships to not only challenge salesforce however moreover fend off competitors from new entrants. these days, Microsoft and Adobe joined forces to consume on salesforce, the incumbent in CRM space.
certainly, Adobe’s marketing utility could exist used to locate potential shoppers for enterprise goods on Microsoft-owned LinkedIn and then Microsoft's sales software can exist used to nearby the deal.
salesforce Dominates CRM Market
based on IT Intelligence Markets file, the international SaaS-based mostly CRM utility market is projected to develop at a CAGR of more than 20% over the forecast age of 2019-2026.
Per stories, CRM is at present the greatest and quickest becoming commercial enterprise utility market outpacing operating programs, ERPs (business aid planning) and databases.
Coming to vendors, salesforce has been a frontrunner for a long time, due to its early foray into the cloud-primarily based CRM area. Shares of salesforce lower back forty% during the past 12 months, outperforming the S&P 500’s gain of seven.5%, as well as Microsoft, Adobe, Oracle and SAP, which received 31.8%, 24.2%, 17.4% and 10.6%, respectively. perquisite through the identical time length, IBM misplaced 7.7%.
One-year expense performance
We deem salesforce’s diverse cloud choices, expanding companion basis and considerable spending on digital advertising to exist the well-known thing increase drivers. The company’s artery of widespread product launches and cloud services are assisting it extend clientele, thereby riding suitable-line increase. in addition, the company continues to win consumers within the overseas market, which in flip, is assisting it carry powerful growth internationally.
moreover, acquisitions indulge in always been one among salesforce’s key increase options, strengthening its position within the CRM solution-proposing house. in particular, the enterprise’s acquisition of MuleSoft is an gigantic fantastic.
management is extraordinarily positive about enhancement of client journey (CX) that has aided boom of the cloud section. Its focus on AI and colossal development with the launch of Einstein Analytics makes us positive. in addition, salesforce's recently-launched customer 360 platform is a tailwind.
Given the initiatives, the company looks set to play a massive role in the growth of cloud computing, AI, and different more recent areas of tech innovation.
competitors Heating Up
salesforce faces inflexible competitors from Microsoft and Oracle within the cloud-based mostly CRM market.
Oracle has strengthened its cloud state through quite a lot of strategic acquisitions. The enterprise is striving to raise the functionalities of cloud-based mostly applications, which bode smartly. Oracle’s rush to ramp up its cloud choices is in sync with the company’s evolving CX approach.
Microsoft has brought quite a few key companies enjoy LinkedIn to its portfolio, in a bid to reinforce its Dynamic CRM platform. moreover, Microsoft presents special pricing for its Dynamics CRM on-line provider, which is helping it lure salesforce’s purchasers. transforming into momentum for Dynamics 365 software functions has additional intensified competitors.
additional, the fresh tie-up of Microsoft and Adobe, which aims to boost the sales and advertising capabilities of each organizations, is a immense hazard to the king of CRM.
exceptionally, Adobe had bought Magento remaining year to enhance its aggressive position in e-commerce marketing dominated by using salesforce, which ended in the LinkedIn partnership. in addition, the recent launch of Adobe’s Commerce Cloud, which is piece of its undergo Cloud, is likely to aid it profit a aggressive side.
additionally, recently, SAP bought market-analytics startup — Qualtrix international — for $eight billion to gain a aggressive aspect within the CRM fight. With this deal, the industry goals to integrate ERP talents with CRM capabilities, with a view to supply a complete retort on the artery to likely exist greater than salesforce, which is solely focused on CRM.
in addition, IBM is strengthening its grip on the cloud-computing software market with its internet-based mostly collaboration application for corporations, including contact administration, immediate messaging and file-sharing programs. The company had got Optevia in 2016 to expand its SaaS CRM options and ameliorate competitive prowess.
whereas SAP incorporates a Zacks Rank #2 (purchase), salesforce, Microsoft, Oracle, Adobe, and IBM carry a Zacks Rank #3 (hold), at latest. that you would exist able to discern the comprehensive listing of nowadays’s Zacks #1 Rank (effective purchase) shares here.
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Microsoft these days unveiled the brand new capabilities that it will carry later this yr in Microsoft Dynamics CRM 2016. The upgrades are designed to beget the software more person-friendly and consist of even deeper integrations with other Microsoft company functions, including office 365, notice, Excel, OneDrive, Cortana, and Delve.
Microsoft is already calling this probably the most finished upgrade ever for Dynamics CRM, highlighting developments in intelligence, mobility, and repair and captious productiveness enhancements.
"Microsoft's obsession with consumer success is rooted in their ambition to reinvent productivity and company approaches," talked about Bob Stutz, company vice chairman of Microsoft Dynamics CRM, in a statement. "Dynamics CRM 2016 is designed from the floor up to deliver core capabilities complete in a lone gadget to rep rid of distractions, to beget it simpler to rep issues finished, and to dramatically enhance productivity so their purchasers can disburse extra time serving their valued clientele."
In a recent blog post, Stutz moreover stated that Microsoft should exist making large investments in Microsft marketing (which it developed following its acquisition of marketing Pilot) and Microsoft companionable Engagement. The company will moreover exist including SMS "as a marketing channel to their multichannel campaigns, increasing the sources and sentiment languages for social, and introducing the concept of ingenious companionable with companionable selling, automatic triage, and adaptive sentiment," Stutz wrote.
the new liberate will permit agencies to control their consumer-facing activities in a lone adventure. via enhanced exceed integrations within Dynamics CRM, comprehensive with new exceed templates for a considerable number of tasks, features and situations, users can now toggle between capabilities. users will even indulge in entry to their documents inside Dynamics CRM by means of integration with OneDrive for enterprise and new doc generation capabilities.
The Microsoft Dynamics CRM 2016 release moreover introduces and fine-tunes Delve performance into the application. Powered via workplace Graph, Delve helps users floor key trending content.
the new Dynamics CRM release comprises facts management and superior analytics capabilities powered via Cortana Analytics Suite. This comprises Azure laptop studying that may permit company insights. The Cortana very own assistant will moreover exist built-in into Dynamics CRM 2016 to assist users floor core offers, accounts, and actions.
also included may exist plenary offline capabilities for revenue and service specialists on mobile phones and drugs. The free up additionally allows for users to create task-headquartered cellular apps to streamline the completion of income-related activities on the go.
The subsequent version of Dynamics CRM will moreover deliver an conclusion-to-end solution for client service throughout self-service, assisted service, and domain service.
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For any industry to exist successful or ameliorate their services, learning about their customers & customer feedback plays a pivotal role. Analyzing the feedback from customers and making required changes to the industry process/models accordingly is piece of any industry growth. Keeping this in view, Microsoft Dynamics 365 CRM which is customer centric or revolves around customer relations has introduced a survey instrument which can exist embedded within your Dynamics 365 CRM and helps in capturing the customer feedback.
Voice of the Customer (VOC) was introduced with Microsoft Dynamics CRM 2016 online, and is used to capture feedback regarding their products or services from within CRM. With Voice of the Customer, they can set up surveys, deal them to contacts or leads via workflows, and capture responses. The captured data can then exist utilized for analysis, generating reports and making preempt changes to their product/service.
This feature/app is available globally as Voice of the Customer solution for Microsoft Dynamics 365 CRM (here after referred as D365) online subscriptions. It can exist installed from the Applications area of Dynamics 365 Administration Center.Installation :
We will walk you through installation of the solution step by step in detail.
Sign in to https://login.microsoftonline.com with your Global Administrator or CRM System Administrator credentials.
Before Installation, the status of solution will exist Not Installed. After clicking on Install, it will consume few minutes to start installation and shows status as Installation Pending. When the solution is ready, status will change to Installed.
Note: During Installation Pending status, the CRM instance is in maintenance mode and is offline for a short age of time.
Once the Voice of the Customer solution is successfully installed, Voice of the Customer is added to the sitemap.Survey Process
Using Voice of the Customer, user can conduct Email/Web-based surveys.Create a Survey
To create new survey record, navigate to Voice of the Customer > Survey.
On survey record by default, 3 forms are available as shown below:
The survey questions can exist added to a new page or on the existing page via the drag-and-drop editor. The user can double-click on questions to edit it, and the user can click on the edit button on the figure for more editing options.
Once complete the questions are added and required changes are done, preview the survey to check if complete questions are saved properly (only saved questions will exist displayed in the preview).
The Dashboard is the statistical representation of Survey data or survey response. It will array complete the responses or feedback in bar graphs.Distributing the Survey
To deal or exercise the survey externally, they need to publish the survey. To enact so, click on Publish button on the ribbon.
Once the survey is published, email snippet and anonymous link are automatically generated. These email snippets or anonymous links are used for distributing the survey to the customers.
We can test the survey page before sending it to the customers by using Test button. Test displays the survey page that will exist sent to customers and the response provided in the test page aren’t stored as survey response.
The Test button will not drudgery if the survey is not published.
The Test button displays only the published content where as Preview displays the saved content.
Email Snippet can exist used in email templates or in the email content directly. For example, the below mentioned email snippet can exist pasted in the email template or email content directly.[Survey-Snippet-Start]2dfd9f6d-295f-4488–8132–773357e758ea[Survey-Snippet-End]
The text of the link (email snippet) can exist added in Invitation Link Text field. This text is displayed in the email that is sent to the customers.
For Example, in above image, the Invitation Link Text domain is set to Click Here. So, Click Here is displayed as a link in email and on clicking this link will redirect to the survey page. If the Invitation link text domain is blank then the survey link is displayed in the email that is sent to the customer.
Here is an illustration of using email snippet in forward email step of a workflow:
Anonymous Link is used in Survey Activities and in conducting web-based survey (social networking sites, etc.).
Fill complete related fields data of Survey activity and click on save. Once saved, this will generate the survey Invitation Link (anonymous link of survey selected in survey field) that can exist sent to users for providing feedback.Taking Survey
By clicking the link generated above, users can provide feedback. Below is the sample feedback created for capturing the session.
Page 1: Welcome Page
Page 2: Questions Section
Page 3: Complete PageSurvey Responses
Once the survey is completed by customers, the responses that are given by customers are stored in Survey Responses entity.
The results of the survey are stored in Response Summary tab in the Survey Responses entity. It is an HTML page which displays the answers given by customers for complete the questions from the survey.
Question Responses entity stores the records of each question and respective retort from the customer.
Response Outcomes — For every survey, there is an outcome after taking the survey (complaint or complement or appreciation, etc.) based on the Responses Routing created for the survey.Limitations of VOC
Microsoft released Dynamics CRM 2016 today. The goals for this release embrace improved integration with Office 365 and Azure machine learning; new customer service capabilities; continuation of mobile; inclusions of the recently acquired FieldOne and FantasySalesTeam applications; and a list of new CRM enhancements that includes tighter integration with Excel/Word and some improvements to the Outlook client (i.e. competence to add Contacts from Outlook and more Outlook champion for Macs.)
From what I’ve seen so far, the new features likely to rep the most utilization embrace offline mobile and tighter integration to exceed and Word templates. This later feature continues Microsoft’s ‘productivity’ theme and will facilitate common exercise cases such as the creation of proposals or the export of pipelines to Excel, Pivot tables or Power BI. I moreover reflect the improved integration with Cortana and Azure Machine Learning looks promising, but is noiseless in early days.Customer Service Improvements
Microsoft’s prior release of the Unified Service Desk (USD) – a configurable framework for integrating what is often a plethora of contact hub applications so that agents can rep a unified view of the customer – signaled its remonstrate to do much more emphasis in its customer service application. The Dynamics CRM 2016 release continues the customer service evolution with updated forms and a dashboard it calls the Interactive Services Hub.
I enjoy this as it is helpful in managing multiple tier champion environments. A tier 1 Interactive Services Hub can exist designed to facilitate the high volume of short duration incidents and propel more complex cases to a tier 2 hub that benefits from different configuration, workflow and reporting.
Customer service moreover includes improved knowledge management and the beginnings for insight driven recommendations based on integration with Azure Machine Learning. Microsoft plans to integrate its recently acquired Mojo Surveys application in a subsequent release which will add basic Voice of the Customer capability and further continue the customer service software progression. The Unified Service Desk combined with the Parature and FieldOne acquisitions gives Microsoft a platform for customer service, self service and domain service.Marketing Improvements
Marketing software updates received very cramped notice, however, there’s some petite additions that can add immense value to intellectual campaigns.
Microsoft Dynamics Marketing now permits Short Message Service (SMS) text message campaigns. This can add value for retailers and other B2C organizations who are discovering that properly race geo-based and SoLoMo campaigns are delivering low double digit conversions – something most marketers indulge in never achieved. Inbound SMS campaigns can exercise keywords to acquire opt-ins while outbound SMS campaigns can enhance multi-channel and foster campaigns and identify those customers who favor mobile engagement.
Unfortunately, I suspect enjoy most new marketing technologies we’ll discern too many novice marketers exercise this new feature because they can and not because they should. Sending unwanted SMS texts to your customers’ mobile devices is more likely to infuriate them than generate marketing conversions. People indulge in less tolerance in receiving spam on their mobile devices than their email, so opt-outs, unsubscribes and negative customer experiences are far more prevalent with unwelcome SMS.Knowledge Management
Microsoft CRM has taken a queue from the Parature product and introduced knowledge management. A new content editor along with an adapted process pilot enables smooth creation, curation and publishing of knowledge articles. This is initially targeted to customer service exercise cases, but the underlying technology is semi-extensible to other areas.
My Wish List Continues
I was hoping to discern a substantive improvement to Microsoft companionable Engagement. That didn’t happen. The new release does deliver some minor improvements, but in my opinion the biggest holes are that the companionable listening searches very cramped of the Internet (i.e. it doesn’t scan most blogs and favorite companionable networks such as LinkedIn, Instagram, Pinterest and Google+ among others), the companionable rendezvous lacks one-to-many rendezvous capability and the sentiment analysis remains crude. Microsoft companionable rendezvous remains a drudgery in progress.
Microsoft CRM continues to need of a industry process management (BPM) instrument that can automate even simple routing and approval processing. This remains a significant competitive weakness against competitors such as Oracle, SAP CRM and Salesforce.
Mobile CRM did embrace some advancements and the offline capability is a welcome addition. However, I’d enjoy to discern a lot more progress in the areas of mobile customization and extensibility. I just finished creating a custom Dynamics CRM mobile app for an airline company and institute the mobile customization limitations overwhelming. Microsoft claims to pursue a mobile-first software strategy but unlike competitors who champion the selfsame title with forward thinking mobile software, Microsoft’s title appears to exist much more of a marketing tag line.
Microsoft CRM pricing is getting more complex and the differences between CRM Online and on-premise are growing. This increases buyer complexity. I’m hopeful that Microsoft will steer pricing back toward the simplistic model which it helped pioneer and bring parity to the online and offline solutions.Why This Release Matters
This release is really a collection of incremental updates. However, a more frequent release cadence and key improvements in areas that matter to customers are putting Dynamics CRM into position to become the number 2 CRM vendor. As shown in the most recent CRM market share report, Oracle, Microsoft and SAP CRM are nearing equal market share position. However, while Oracle and SAP CRM are in decline, Microsoft is demonstrating an upward trajectory. A continuation of this trend will expose a lucid number 2 CRM vendor in the year ahead.
As the editor of MSDynamicsWorld.com, Jason oversees complete editorial content on the site and at their events, as well as providing site management and strategy. He can exist reached at firstname.lastname@example.org.
Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has moreover held consulting positions at CSC Consulting and Monitor Group.
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