Microsoft Dynamics 365 for Customer Engagement
Dynamics 365 for Customer Engagement has features that enables sales people to build strong relationships with their customers, take actions based on insights, and close sales faster. Helps turn prospects into business relationships. Build great customer relationships by focusing on optimum customer satisfaction.
- Actionable Insights - Help focus on priorities, driving personal engagement
- Relationship Management - Foster relationships with buyers through personal engagement.
- Sales Productivity - Increase revenue, boost productivity, and reduce costs
- Sales Performance - Accelerate sales performance with real-time analytics
- Omni-Channel Engagement - Enable end-to-end service engagements across channels.
- Self-Service and Communities - Users finding answers through self-service
- Agent Enablement - Empower your agents with single, unified experience
- Unified Knowledge - Single source of truth across channels-LOBs
- Leverage intelligent insights to increase revenue and reducing cost
- Reduce distractions and prioritize in a fast-paced sales environment
- Close deals faster and increase revenue through collaboration and productivity
- Manage customers and deals wherever you are
- Get actionable insights and suggestions.
- Find all activities in one central place,
- Accelerate your team's performance by using real-time
- Monitor results, and provide feedback and coaching.
- Keep the customer informed during every interaction of the service.
- Provide employees and technicians with 360⁰ information improving productivity
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Microsoft Dynamics can be integrated with different software like SAP, Oracle, Sales Force, People soft.
Microsoft Dynamics enables the integrations through Application Integration Framework (AIF)
|Cloud deployment model||Public cloud|
Microsoft is committed to delivering predictable service updates each month (excluding March and September). These service updates will be made generally available for self-deployment approximately 2 weeks prior to Microsoft automatically applying the update.
Microsoft’s policy is to provide a minimum 30 days' notification when customers are required to act to avoid significant degradation to the normal use of the product or service.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Severity A - 1st call response in 1 hour or less
Severity B - 1st call response in 2 hours or less
Severity C - 1st call response in 8 hours or less
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Level 3—This is support provided by a Mazik Global application support specialist.
Mazik provides Dedicated Support Engineer, Enhancement and resolution engineer and support manager. The monthly allocated hours for each type of resource will depend on the agreement with the customer.
|Support available to third parties||Yes|
Onboarding and offboarding
Mazik will provide online training, onsite training and product documentation that the user can use to configure, test and deploy the solution. However, the assumption will be that customer will have the dedicated functional and technical team to take care of the complete requirement gathering, configurations, data migrations, customizations, testing, deployment on their own with the training from Mazik.
Mazik can also provide the complete Solution Implementation Services that will include
- Requirement Gathering and Analysis
- Solution Design
- Solution Configuration and Customization
- Assisting the customer in solution testing
- Post go live support.
|End-of-contract data extraction||
Mazik utilizes Data Management Framework for data ingestion and extraction. This same tool can be used for data extraction at the end of the contract. The framework supports:
- Data Entities and classifying them as Master, Transaction, Gold data
- Data Project
- Job history
- Data Package
Mazik will provide one month of Post Go Live Support. Complete Knowledge transfer will be done to the customer.
A Project closure report will be prepared and signed off by both customer and Mazik to ensure that all project closure activities are complete.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Dynamics 365 allows access and provides functionality to Mobile Devices via a Web Browser or Mobile Application. There is a particular level of functionality between Mobile and Desktop, each tailored to the Form-Factor to provide the parity of service.|
|Description of service interface||
Mazik provides a rich service interface which is accessible both on Web & Mobile. The service interface is an HTML web client that runs in all major browser. It consists of
- Form controls are split into logical and physical parts
- The logical and physical parts are kept in sync through service calls that communicate changes from each side.
- The service tier keeps the form state in memory while the form is open
|Accessibility standards||WCAG 2.1 A|
|Accessibility testing||Mazik Global utilizes tools & technologies which meet accessibility and standards. While Dynamics 365 platform meets WCAG 2.0 standard, our interfaces enabled people with learning difficulties, limited vision, speech to access and communicate. For many products like Dynamics 365, conformance of accessibility standards has been evaluated by external suppliers. These conformance reports are added on a rolling weekly basis and available on Accessibility Conformance Report Portal.|
|What users can and can't do using the API||
Mazik extends the Dynamics 365 service by utilizing the Microsoft Azure stack. It provides
- Common Data Service so that data can be accessed via APIs in real time through a secure channel.
- Azure API Management for integrating external systems via a microservice architecture pattern.
- IoT & Telematics for integration with vehicle telematics
Users of the system can use APIs above to build
- Custom Portals
- Custom Apps including Microsoft PowerApp Platform
Users are set up via Azure B2C and access is provided via security roles.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Dynamics 365 platform provides an extensive framework to customize the service. These include customizing the preconfigured entities, fields, forms, views, security model, report and workflows that help business manage their sales, marketing, service
Mazik uses 'train a trainer' approach which enables Customer super-users to train & customize the system.
|Independence of resources||
Dynamics 365 for Finance and Operations provides a complete set of Enterprise Resource Planning (ERP) tools to provide global visibility, scalability, and digital intelligence and an effective solution with the potential to scale with your business locally and globally.
It is a fully Microsoft-managed cloud service that runs in Microsoft-managed Data Centers that provides Elastic Scale-Out capability.
|Service usage metrics||Yes|
Mazik provide application monitoring and diagnostics via Microsoft Life Cycle Services. It consists of three primary use cases: monitoring, diagnostics, and analytics.
- High scale, low latency, reliable alerts
- Hot path < 60 seconds
- Interactive visualization with Near Real Time (NRT)
- Warm path < 5 minutes
- App insights, data analytics and reports
- Cold path > 5 minutes
There are various tools available in the diagnostics portal
- Activity Monitoring
- Environment Monitoring
- SQL Insights
- System Diagnostics
- Raw information logs (slow queries, deadlocks, cashes, financial reporting issues)
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||
The export process is done through a data project. When exporting, user can choose which data entities to export, the file format used (there are 14 different formats to choose for export), and apply a filter to each entity to limit what is exported.
After the project is created and saved, the user can export the project to create a job. The system provides a graphical view of the status of the job and the record count. This view shows multiple records so you can review the status of each record prior to downloading the actual files.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
Dynamics 365 is a fully Microsoft-managed cloud service. Microsoft monitors and optimizes the usage and scale to meet the stated SLAs that is at least 99% of availability and uptime.
Generally, this SLA applies to the Microsoft Online Services, but does not apply to separately branded services made available with or connected to the Services or to any on-premise software that is part of any Service.
If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees.
|Approach to resilience||
Microsoft has designed its cloud services to maximize reliability and minimize the negative effects on customers when things do go wrong. Microsoft have moved beyond the traditional strategy of relying on complex physical infrastructure, and have built redundancy directly into our cloud services. Microsoft use a combination of less complex physical infrastructure and more intelligent software that builds data resiliency into our services and delivers high availability to our customers.
Microsoft's SLA is at least 99% of Availability and Uptime.
Microsoft's current SLAs as per stated on their website.
Microsoft provides several portals and communication mediums for customers for the purpose of reporting of the service status and outages of its online services.
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Azure AD, Active Directory & Claims Based Authentication
Certificated based Authentication
Azure Vault & Manage Identities
|Access restrictions in management interfaces and support channels||
Dynamics provide role based security model which can be optimized for any organization. Data is controlled in the following manner:
- Security Roles contains Duties that can be part of user interface.
- View security policies, limit data for access of user roles
- Process Cycles
- Duties (privileges that grant permission to perfom an actoin)
- Privileges (specifies level of access that is required to perform a job, solve a problem)
- Data security
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Description of management access authentication||Azure AD, Active Directory & Claims Based Authentication Certificated based Authentication Azure Vault & Manage Identities|
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||Between 6 months and 12 months|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||Between 6 months and 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI Group|
|ISO/IEC 27001 accreditation date||30/10/2018|
|What the ISO/IEC 27001 doesn’t cover||The management of Information Security Management System (ISMS) for Microsoft Dynamics 365, including services, supporting systems, protection of personally identifiable information (PII), data trustee controls, development, and operations are in accordance with ISMS Statement of Applicability Ver. 2018.001-10/30/2018.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||29/9/2016|
|CSA STAR certification level||Level 3: CSA STAR Certification|
|What the CSA STAR doesn’t cover||https://servicetrust.microsoft.com/Documents/ComplianceReports?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports|
|Who accredited the PCI DSS certification||BSI Group|
|PCI DSS accreditation date||31/12/2016|
|What the PCI DSS doesn’t cover||https://www.microsoft.com/en-us/TrustCenter/Compliance/PCI|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||No|
|Security governance certified||Yes|
|Security governance standards||
|Information security policies and processes||
Dynamics 365 SOC Bridge letter confirming no material changes to the system of internal control that would impact the conclusions reached in the SOC 1 type 2 and SOC 2 type 2 audit assessment reports.
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Mazik change management approach consist of change strategy , business sponsor & stakeholder alignment, communication planning and user adoption assessment.
The changes are managed within the Microsoft DevOps which directly links with Microsoft Life Cycle services. All changes are approved & signed through various environments (ConTest, Staging, UAT, Pre-Production) before the change are deployed to Production.
All changes on the Dynamics environment is automatically vetted by the platform.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Microsoft Dynamics 365 takes advantage of the cloud service infrastructure and built-in security features to keep data safe using security measures and mechanisms to protect data. In addition, Dynamics 365 provides efficient data access and collaboration with data integrity and privacy.
The Microsoft Security Response Center (MSRC) is led by some of the world’s most experienced security experts. They identify, monitor, respond, and resolve security incidents and on-premises and cloud vulnerabilities around the clock, each day of the year.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Dynamics 365 Security Team and various Service Teams work jointly with same approach on security incidents: Preparation; Detection and Analysis; Containment, Eradication, and Remediation; and Post-Incident Activity.
Microsoft’s approach to managing a security incident conforms to the National Institute of Standards and Technology (NIST) Special Publication (SP) 800-61, and Microsoft has several dedicated teams that work together to prevent, detect, and respond to security incidents.
As developing step-by-step processes for handling every potential incident is impossible, Microsoft takes a risk-based approach to detecting malicious activity. We leverage incident data and threat intelligence to define and prioritize our detection.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
We have defined process using which Users can submit their support requests whether it relates to the product or to the implementation that we have done.
Issues can be reported using portals provided by Mazik and Microsoft.
In case of Service Level Agreement with Mazik, we will provide weekly and monthly reports for the status. Real time status reporting can be seen on the Support Tool.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£8 to £210 per unit per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||1 month trial is given for the product|
|Link to free trial||https://trials.dynamics.com/|