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Microsoft announces Teams chat integration for Dynamics 365

The integration offers features to streamline collaboration between teams while aiming to enable the faster closing of sales

Microsoft has announced it has embedded its Microsoft Teams chat feature into Dynamics 365 to help boost business collaboration. 

Dynamics 365 is the company’s line of enterprise resource planning (ERP) and customer relationship management (CRM) business applications, designed to help organisations run their businesses efficiently.

The software helps salespeople build strong relationships with customers, make use of AI-driven insights, and close deals in a timely manner.

Users will also be able to use all of the usual Microsoft Teams features in the chat functionality for no extra cost, as a result of the latest announcement.

IT admins can configure the ability for users to initiate or join chats at a record-type level, enabling an experience tailored to specific businesses processes, Microsoft said in a blog post

This includes easily locating account information, connecting to the team member within their Dynamics 365 collaboration window, transfer a lead, or providing full account context to a new user. 

“By embedding Microsoft Teams chat into Dynamics 365, we are bringing seamless collaboration and accelerating productivity across all scenarios,” said Arvind Dutta, product manager at Microsoft Teams.

In an example scenario where a salesperson needs to discuss an account matter with a technical expert, Teams chat in Dynamics 365 can transfer the context of the specific account record into the new chat with the expert. 

Microsoft said this can facilitate quicker understanding for the expert and greater overall collaboration without the salesperson having to excessively explain the situation, or fetch any information from the account.

Teams for Dynamics 365 also allows users to retrieve individual chats, group chats, meeting chats, or channel conversations relevant to the current conversation topic. 

Additionally, the feature allows users to retrieve full chat history related to specific accounts through Dynamics 365 in order to seamlessly continue a conversation.

“With Teams chat embedded into Dynamics 365, we’re eager to see how our customers and partners unlock new capabilities for their organisations - winning more customers and closing more deals faster,” Dutta said.

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