Transcript of Video
Entering data, identifying problems, and moving work through business processes can take time away from more important activities, like building relationships with your customers.
Also, when you interact with customers, you want to know that the information you provide them is accurate and the information you request from them is consistent from customer to customer.
In Microsoft Dynamics CRM, you use workflows and dialogs to automate well-defined processes and follow standardized customer contact scripts.
Workflows are automated processes that you run on demand or set up to run automatically when an action is taken on a record. For example, when you create or update a record.
In CRM, records store all your data, from information about customers and interactions you’ve had with them, to details about your organization’s products and services.
You can also use workflows to identify problems and take action when something doesn’t happen such as no activity on a lead after six months. You see the effect your workflow is having by running reports. For example, view the Sales Pipeline report to see the stage an opportunity is in as part of a sales process workflow.
Dialogs are interactive scripts that use your organization’s proven business logic to guide you through communications with customers.
Dialogs can address any type of interaction with existing or potential customers. For example, if the dialog is a phone call script, it guides you through greeting the customer and asking questions that get the information your organization wants.
As you record the customer’s responses, CRM analyzes them and adjusts the dialog on-the-fly. With dialogs, you can keep the conversation going smoothly and efficiently and have the confidence that you will deliver a consistent, effective message to the customers you reach.
By using workflows and dialogs in Microsoft Dynamics CRM, you can build relationships with your customers, standardize data collection, and deliver the consistent business message that your organization has proven will work.
