How to use Dynamics 365 with Microsoft Teams

Microsoft Teams lets you manage all your Office conversations, files and apps in one space – and that now includes Microsoft Dynamics.

How to use Teams features in Dynamics

Embedded chat

You can now take part in Teams chats directly in Dynamics

Open a record in Dynamics
Select the chat icon at the top-right of the Dynamics page
You’ll now see a familiar chat list
AND a list of chats associated with this record

To start a new chat about this record, click New connected chat

Add participants by browsing their names in the participants field
Dynamics also suggests participants
Click start chat

If you see a colleague is viewing this record (shown by their avatar icon), you can start a chat with them by clicking their icon and choosing Start Teams chat

Connecting Dynamics Records to a Teams channel

You can link a Dynamics record or view to a new or existing Teams channel

From the view or record, select Collaborate from the command bar

If there’s not a channel already connected, you’ll be asked to choose a Team and then a Channel
If there is a channel connected you’ll see that channel, but you can also choose a different one
The record or view will open in Teams

Making Teams Dialer calls from Dynamics

If you have a Teams phone system you can integrate Team Dialer and Dynamics and make calls directly from contact records or views

You’ll see a phone icon in the top right of your Dynamics screen. You can use this dialer to make ad-hoc calls

In a contact record: Click the phone icon beside a phone number field to open this dialer and begin a call

In a view: Click the phone number to open this dialer and begin a call

Receiving calls in Dynamics

If you have Teams Dialer integrated with Dynamics, you can receive calls in Dynamics.

When a call comes in, this notification appears

The system attempts to match the incoming number with a record in Dynamics

After you finish the call, the system creates a phone call activity record.

Take a look at the Microsoft documentation for more detail about missed calls, forwarding and transfers

How to Use Dynamics 365 in Teams

Viewing records

For example, if you’re having a sales meeting in Teams and you want to show details of an opportunity, the traditional method of displaying figures would be to share your Dynamics screen. Now, you can simply open records, view and dashboards directly in Teams.

Using Dynamics within Teams — A CRM record open in Microsoft Teams

Some other use cases

Showing performance graphs in company meetings
Training sessions for staff
Sales team discussions

Collaborating on records

When you view a record in Dynamics, you and your team can chat about the record. The chat will be saved along with the record for all users to consult in the future

Users without Dynamics licences can also collaborate and chat about Dynamics records, but won’t be able to make updates.

Get fast AI powered answers to queries

When you install the Dynamics 365 app in Teams, you’ll see a contact appear called Dynamics 365. You can chat to this contact to lookup and make quick updates to any record in Dynamics

For example, type search [company name] to show all records associated with that company

You can quickly drill down to look at specific contacts and opportunities for that company
You can quickly add notes and activities to records

We’re finding it really useful for quick lookups of names and phone numbers.

More about chat and AI

Mobile

What’s best is that all these features work on the mobile app, making updating Dynamics 365 records on the go, even easier. Along with voice recognition, this makes updates a breeze.