Microsoft Dynamics 365 For Customer Service
Microsoft Silver partners providing business analysis, development, training, consultancy, implementation and support for Dynamics 365. Microsoft Dynamics 365 specialists and licensing provider.
- Customer Service Management for Public Sector
- Customer Portal Capability
- Apps for Windows, Apple and Android devices
- Extension to Office 365
- Power BI Integration
- SSRS Reports using Fetch XML
- App for Microsoft Outlook
- Guide agents to optimal outcomes
- Manage any relationship and process
- Actionable insights through real-time reporting using Power BI dashboards
- Familiar and intuitive user interface
- Office 365, Skype for Business, SharePoint, Power BI Intergation
- Flexible architecture, deployment options and pricing
- 360-degree view of customers
- Scalable, implement functionality when required
- Resolve issues with predictive care
- Data secure and compliant including GDPR
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
We shall respond within two office hours and use its reasonable endeavours to fix the fault concerned within two working hours.
We shall use its reasonable endeavours to respond within two office hours and to fix the fault concerned as fast as possible and in any event within four office hours.
We shall use its reasonable endeavours to respond within two office hours and to fix within one Business Day.
We shall respond twithin two office hours and shall fix the fault within 6 months
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||FlexRM offer 2 different options for support packages. Blocks of days can be purchased which can be used for Consultancy, Training and Support. As cases are raised time is deducted from the support block. A traditional support agreement is also available and this is calculated on a case by case basis depending on the complexity of the project.|
|Support available to third parties||No|
Onboarding and offboarding
FlexRM's methodology is detailed below:
Discovery & Audit - We run a series of surveys, stakeholder interviews & workshops to truly understand your business and how your CRM investment will help support & accelerate your broader business goals
Show & Tell - Super users within the business can input as the product develops
Project Management - We adopt an agile project management style in our implementation ensuring we are in contact with key end users throughout the development adapting to new requirements as needed
Testing & Optimisation - We provide a robust testing environment to QA your MS Dynamics instance to help ensure complete assurance and identify features which could be optimised before delivery
Delivery & On-going Support - We offer on-going support of your CRM
|Other documentation formats||DOCX|
|End-of-contract data extraction||Data is saved in Microsoft data centers and a SQL back-up can be requested or data can be extracted using a number of different tools including native functionality to export data to Excel.|
|End-of-contract process||End of contract scenarios are discussed with the customer and agreed before commencing the project.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile apps can be downloaded for Windows, Android and Apple devices. Different aspects of the system can be exposed to the mobile applications from a central point and click management tool from with the software.|
|Description of service interface||
The Unified Interface uses a responsive web design to make Dynamics 365 portable so that records and forms reflow whether being viewed on a large screen or a small mobile device.
This reflects the same responsive principles seen in websites that are rendered for optimal viewing and interaction across any screen size, orientation or device.
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
Dynamics 365 is committed to inclusive design and accessible products and content that boost every user's productivity. The page below details accessibility content for Dynamics 365 apps, add-ins and other resources:
For example, learn about keyboard shortcuts, screen readers, and high-contrast settings. Microsoft publish information around their accessibility standards here https://www.microsoft.com/en-us/accessibility
|What users can and can't do using the API||
The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
More information can be found here https://msdn.microsoft.com/en-gb/library/mt593051.aspx
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||
Microsoft Dynamics 365 is highly configurable and customisable. A vast amount of changes can be made using point and click configuration through the in-built management tool.
Further customisations and extensions can be built using the API, .Net code or Microsoft Flow.
|Independence of resources||Dynamics 365 is hosted by Microsoft in their data centres. Microsoft balance the load of customers within a scale group. A scale group is a collection of servers (database, application and web servers). Organisations are dynamically balanced across scale groups so that performance is consistent.|
|Service usage metrics||Yes|
Organisation Insights for Dynamics 365 provides important adoption and usage metrics for your Dynamics 365 organisation, and tools to help you stay ahead of performance and support issues. More information can be found in the link below:
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Never|
|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||Microsoft Dynamics 365 provides functionality to allow users (with the appropriate permissions) to export data directly from the software into Microsoft Excel or Microsoft Excel Online. Data can also be exported using the data export service.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
The monthly service level agreement is 99.9%, More information can be found at:
Microsoft provides this SLA subject to the terms and conditions below, which will be fixed for the duration of the initial term of the Service subscription. If a Service subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. Customers can review the current SLA for the Service by visiting:
Further details can be found at:
|Approach to resilience||Information can be found at http://aka.ms/Office365DR|
|Outage reporting||Outages are displayed through Microsoft Office 365 service availability dashboard and customers can also sign up to email alerts.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Microsoft Dynamics 365 supports three security models for authentication: claims-based authentication, Active Directory authentication, and OAuth 2.0. The type of authentication used depends on the type of deployment your application is accessing, Microsoft Dynamics 365 (online) or Microsoft Dynamics 365, and if your application is using the Web API or the Organization Service.
In addition to using the correct security model, applications must establish a communication channel with the Microsoft Dynamics 365 web services on the target deployment. The Microsoft Dynamics 365 SDK run-time assemblies use Windows Communication Foundation (WCF) technology to establish this communication channel.
|Access restrictions in management interfaces and support channels||
Office 365 and Dynamics 365 has predefined and customisable administrator roles that you can assign to users in your organization.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||User-defined|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||15/11/2016|
|What the ISO/IEC 27001 doesn’t cover||None|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||20/06/2017|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||None|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||FlexRM solutions are built on Microsoft Cloud Services which in turn comply to ISO/IEC 27001 and CSA CCM v3.0.|
|Information security policies and processes||FlexRM have Information Security and Data Protection policies which are available on request. Our induction and training methods ensure policies are followed.|
|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||
Microsoft follow a documented change management process as audited by Deloitte & Touche LLP. A sample of this can be seen below.
CA-18- All changes to the Dynamics 365 environment follow document change management procedures and are tracked in a change management database.
CA-19- Key stakeholders approve major and minor changes prior to release into production.
CA20- Emergency changes to production environment follow the emergency change approval process
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Both internal-trusted and external-untrusted network and system scanning are performed to check patch compliance and exposure to known technical vulnerabilities. Dynamics 365 has established recurring processes to review scan results produced by both Azure and Dynamics 365 and remediate any identified non-compliance or vulnerabilities. Dynamics 365 is notified by the Cyber Defence Operations Centre (CDOC) team upon identification of technical vulnerabilities associated with Dynamics 365 assets using the Microsoft Security Response Centre (MSRC) and other security forums; this includes the notification of the latest patches released.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacentre edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.
Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached, or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
|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||
Microsoft has developed robust processes to facilitate a coordinated response to incidents.
•Identification – System and security alerts may be harvested, correlated, and analysed.
•Containment – The escalation team evaluates the scope and impact of an incident.
•Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred.
•Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.
•Lessons Learned – Each security incident is analysed to protect against future reoccurrence.
More information http://aka.ms/Office365SIM
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£750 to £750 per person per day|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||We can provide a Dynamics 365 instance for a free 30 day trial.|
|Link to free trial||https://www.flexrm.co.uk/d365-trial/|