OpenText Extended ECM for Microsoft Dynamics Customer Engagement

1. OpenText Extended ECM
for Microsoft Dynamics 365, by Contesto
November 2018 | Roel Gillesen

2. OpenText Confidential. ©2018 All Rights Reserved. 2
OpenText Extended ECM
for Microsoft Dynamics 365, by Contesto
Enables intelligent and connected enterprises to transform sales,
marketing, customer and field service automation by securely
and seamlessly integrating content services into business
processes.
Delivers a complete set of content services to enrich business
process flows, and enable seamless customer engagement.

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• Microsoft Dynamics 365 exists of
several modules that each provide
the user with a line of business
solution.
• Microsoft offers these modules in
three options:
• Customer Engagement
• Unified Operations
• All in one package
Microsoft Dynamics 365
Sales
Customer
Service
Project
Service
Automation
Field
Service
Marketing
Finance and
Operations
Retail
Talent

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OpenText Extended ECM for Microsoft
Dynamics 365 provides tight integration with
the Microsoft Dynamics 365 Customer
Engagement modules with features like:
• Business Workspaces
• Automation
• Templates
• Single Sign On
• Dashboards
• Case Management
Extended ECM for Microsoft Dynamics 365
Sales
Customer
Service
Project
Service
Automation
Field
Service
Marketing
Finance and
Operations
Retail
Talent

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Microsoft Dynamics 365 integration
Microsoft Dynamics 365
Entities and Entity
Metadata are supported
within the OpenText
Business Workspace.
It provides automated
content hierarchy creation,
linking, and Entity
Metadata governance.

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Concept of a Business Workspace
A business workspace represents a meaningful entity in your organization, e.g. a customer, an
asset, a legal matter, a project, or even a community of people with common interests.
CUSTOMER
WORKSPACE

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Extended ECM Platform
Open, Versatile Content Management Platform
OpenText Extended ECM Platform
CUSTOMER
WORKSPACE
SALES ORDER
WORKSPACE
PRODUCT
WORKSPACE

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• View team members,
track content
activities, and inspect
Entity Metadata
relationships from the
OpenText Smart UI
landing page for the
Microsoft Dynamics
365 Entity.
Microsoft Dynamics 365 integration

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• Securely manage the
lifecycle of Microsoft
Dynamics 365 content
by applying roles and
authorization from
Microsoft Dynamics
365 to content
hierarchies.
Microsoft Dynamics 365 integration

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• Improved lead to
quote process
productivity
• Single integrated
interface
• Automation
• Direct access to
information
• Correspondence and
documents
Lead to Opportunity

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• Template driven
• Information from
multiple sources
• Simplified user
adoption
• Process transparency
Opportunity to Quote

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• Improved customer
service case
management
• Template driven
• Add value to
additional processes
Case Management

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• Extended ECM Case
Dashboard for non
CRM users
• Customizable
• Entity specific
Case Management

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• Case overview
• Information from MS
Dynamics
• Process status
Case Management

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