# Microsoft Dynamics 365

Analyze CRM, ERP, and customer engagement data with AI-powered insights

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Connect Microsoft Dynamics 365 to Scoop for sophisticated sales pipeline analysis, customer journey tracking, and cross-functional business insights. Snapshot CRM data to track changes over time, blend with ERP and marketing systems, and gain AI-powered analysis across your entire Microsoft ecosystem.

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# What You Can Analyze

| Dynamics Module | Analysis Types |
|-----------------|----------------|
| **Sales** | Pipeline progression, deal velocity, win/loss analysis, forecast accuracy |
| **Customer Service** | Case resolution, SLA compliance, customer satisfaction trends |
| **Marketing** | Campaign performance, lead conversion, customer journey |
| **Field Service** | Work order completion, resource utilization, service efficiency |
| **Finance & Operations** | Revenue trends, order fulfillment, inventory levels |

# Why Connect Dynamics 365 to Scoop

| Capability | Benefit |
|------------|---------|
| **Snapshot Analysis** | Track how opportunities, cases, and accounts change over time |
| **Cross-Module Blending** | Combine Sales + Service + Finance for 360° customer view |
| **External Data Integration** | Join Dynamics with marketing platforms, support tools, spreadsheets |
| **AI-Powered Insights** | Natural language queries against your Dynamics data |
| **Process Visualization** | Sankey diagrams showing deal flow and customer journeys |

# Connecting to Dynamics 365

## Step 1: Select Applications Source

On the datasets page, select **Applications** as a source:

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## Step 2: Select Microsoft Dynamics 365

Choose Dynamics 365 from the application list:

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## Step 3: Choose Dataset Type

Select whether your data should be snapshotted or treated as transactional:

| Type | Use When | Examples |
|------|----------|----------|
| **Snapshot** | Entity records that change over time | Opportunities, Accounts, Cases, Leads |
| **Transactional** | Event records that don't change | Activities, Emails, Phone Calls |

## Step 4: Authorize Access

Complete the OAuth flow to grant Scoop access to your Dynamics 365 environment:

1. Click **Connect to Dynamics 365**
2. Sign in with your Microsoft credentials
3. Grant permissions for the requested scopes
4. Return to Scoop

## Step 5: Select Entity and Fields

Choose the Dynamics entity and specific fields to extract:

| Popular Entities | Description |
|------------------|-------------|
| **Opportunity** | Sales pipeline deals |
| **Account** | Customer/company records |
| **Contact** | Individual people |
| **Lead** | Prospective customers |
| **Case** | Customer service incidents |
| **Quote** | Sales quotes |
| **Order** | Sales orders |
| **Invoice** | Customer invoices |

## Step 6: Configure and Extract

- Name your dataset descriptively (e.g., "Dynamics Opportunities")
- Enable **Extract data now** for immediate sync
- Scoop automatically syncs overnight daily

# Available Data Objects

## Sales Module

| Entity | Key Fields | Snapshot? |
|--------|------------|-----------|
| **Opportunity** | opportunityid, name, estimatedvalue, stepname, closeprobability, actualclosedate | Yes |
| **Lead** | leadid, fullname, leadqualitycode, statuscode, estimatedvalue | Yes |
| **Quote** | quoteid, totalamount, statecode, effectivefrom, effectiveto | Yes |
| **Order** | salesorderid, totalamount, ordernumber, submitdate | No |
| **Account** | accountid, name, revenue, numberofemployees, industrycode | Yes |
| **Contact** | contactid, fullname, emailaddress1, jobtitle | Yes |

## Customer Service Module

| Entity | Key Fields | Snapshot? |
|--------|------------|-----------|
| **Case** | incidentid, title, prioritycode, statuscode, ownerid, createdon | Yes |
| **Entitlement** | entitlementid, name, remainingterms, startdate, enddate | Yes |
| **Knowledge Article** | knowledgearticleid, title, statecode, rating | No |

## Marketing Module

| Entity | Key Fields | Snapshot? |
|--------|------------|-----------|
| **Campaign** | campaignid, name, budgetedcost, actualcost, expectedresponse | Yes |
| **Campaign Response** | activityid, responsecode, customer, createdon | No |
| **Marketing List** | listid, listname, membercount, type | Yes |

# Recommended Fields by Entity

## For Opportunity Analysis

| Field | Purpose |
|-------|---------|
| **opportunityid** | Unique identifier for snapshotting |
| **name** | Deal name |
| **stepname** | Current pipeline stage |
| **estimatedvalue** | Deal amount |
| **closeprobability** | Win likelihood |
| **estimatedclosedate** | Forecast date |
| **actualclosedate** | When deal closed |
| **ownerid** | Assigned sales rep |
| **createdon** | Age calculation |
| **modifiedon** | Activity tracking |
| **statecode** | Open/Won/Lost |
| **parentaccountid** | Account linkage |

## For Case Analysis

| Field | Purpose |
|-------|---------|
| **incidentid** | Unique identifier |
| **title** | Case description |
| **prioritycode** | Urgency level |
| **statuscode** | Current status |
| **ownerid** | Assigned agent |
| **createdon** | Case age |
| **resolvedon** | Resolution time |
| **customerid** | Customer linkage |
| **productid** | Related product |

# Snapshot Analysis

Configure as **Snapshot** dataset to track entity changes over time.

## What Snapshotting Enables

| Analysis | Description |
|----------|-------------|
| **Pipeline movement** | How opportunities progress through stages |
| **Velocity metrics** | Time spent in each stage |
| **Conversion rates** | Stage-to-stage win percentages |
| **Case aging** | How long cases remain unresolved |
| **Account health trends** | How account metrics change |

## Snapshot Examples

**Opportunity Stage Progression**:
- See exactly when deals moved from Qualify → Develop → Propose → Close
- Calculate average time in each stage
- Identify bottlenecks where deals stall

**Case Resolution Tracking**:
- Track case status changes: New → In Progress → Waiting → Resolved
- Measure SLA compliance over time
- Identify agents with fastest resolution

See [Snapshot Datasets](../../Preparing%20Datasets/scoop-dataset-basics/snapshot-datasets) for details.

# Use Cases: Dynamics Only

## Enhanced Sales Reporting

Move beyond Dynamics' built-in dashboards:

| Native Dynamics | With Scoop |
|-----------------|------------|
| Current pipeline value | Pipeline value over time |
| Win rate (current) | Win rate trends by period |
| Deals by stage | Stage progression patterns |
| Rep performance | Rep performance trends |

## Pipeline Process Analysis

Deep dive into sales process health:

- **Waterfall reports**: What's been added, won, lost, or resized this period
- **Stage conversion funnels**: Where deals drop off
- **Cycle time analysis**: How long deals spend in each stage
- **Forecast accuracy**: Predicted vs. actual close dates

## Customer Journey Mapping

Understand the full lifecycle:

- Lead → Opportunity → Customer progression
- Conversion rates at each stage
- Time to convert by lead source
- Customer engagement patterns

# Blending Dynamics with Other Data

## Dynamics + Marketing Automation

**Goal**: Connect campaigns to revenue

| Dynamics Data | Marketing Data | Combined Insight |
|---------------|----------------|------------------|
| Opportunity source | Campaign spend | CAC by campaign |
| Deal close dates | Campaign timing | Attribution analysis |
| Win/loss outcomes | Lead scores | Lead quality validation |

**Examples**:
- HubSpot campaigns → Dynamics opportunities
- Marketo leads → Dynamics conversions
- Google Ads → Dynamics revenue

## Dynamics + Finance (NetSuite, QuickBooks)

**Goal**: Complete financial visibility

| Analysis | Data Required |
|----------|---------------|
| **True CAC** | Marketing spend + Sales effort + Dynamics wins |
| **Revenue recognition** | Dynamics close dates + Invoice timing |
| **Customer profitability** | Dynamics deals + Actual costs |

## Dynamics + Customer Service (Zendesk, Freshdesk)

**Goal**: 360° customer view

- Sales activity → Support ticket volume
- Deal complexity → Service costs
- Customer segment → Support needs
- Churn risk scoring from combined signals

## Dynamics + Product (Mixpanel, Amplitude)

**Goal**: Usage-driven insights

- Product usage → Renewal likelihood
- Feature adoption → Upsell opportunities
- Engagement patterns → Churn prediction

## Dynamics + Spreadsheets

**Goal**: Augment with uncaptured data

| Spreadsheet Data | Combined Insight |
|------------------|------------------|
| Territory mappings | Sales by custom regions |
| Account tiers | Performance by segment |
| Campaign attributes | Channel efficiency |
| Quota targets | Attainment tracking |

# Best Practices

## Entity Selection

- Start with Opportunities for sales analysis
- Add Accounts for customer context
- Include Cases if analyzing service
- Sync Leads for full-funnel visibility

## Field Selection

| Always Include | Purpose |
|----------------|---------|
| Primary key (e.g., opportunityid) | Snapshot tracking |
| Status/stage fields | Process analysis |
| Date fields (created, modified, closed) | Time analysis |
| Owner fields | Performance analysis |
| Amount/value fields | Financial analysis |

## Sync Frequency

| Entity Type | Recommended |
|-------------|-------------|
| Active opportunities | Daily |
| Cases | Daily |
| Accounts | Daily |
| Historical/closed | Weekly |

## Data Quality

- Ensure consistent stage names
- Keep close dates updated
- Use standard status codes
- Maintain owner assignments

# Troubleshooting

## Connection Issues

- Verify Azure AD permissions
- Check that user has access to entities
- Confirm Dynamics environment URL
- Review OAuth token expiration

## Missing Records

- Check security roles in Dynamics
- Verify entity sharing settings
- Confirm filters aren't excluding data
- Check business unit access

## Data Discrepancies

- Compare date ranges
- Check timezone alignment
- Verify currency conversion settings
- Confirm filter definitions match

## Slow Extracts

- Reduce number of fields selected
- Add filters for large entities
- Use views for pre-filtered data
- Check Dynamics API throttling

# Related Topics

- [Snapshot Datasets](../../Preparing%20Datasets/scoop-dataset-basics/snapshot-datasets) - Track entity changes
- [Process Analysis](../../Exploring%20and%20Visualizing%20Data/process-analysis) - Visualize sales funnel
- [Blending Datasets](../../Preparing%20Datasets/blending-two-datasets) - Combine with other sources
- [NetSuite](netsuite) - Blend with ERP data
- [Zendesk](zendesk) - Blend with support data