How To: The Power of Provance IT Service Management and Office 365: Take Advantage of Outlook
Increase end user satisfaction and your organizational productivity by capitalizing on the features of Outlook® to manage your IT services—whether you’re providing internal IT services or you’re a managed service provider (MSP). The Provance IT Service Management solution is not only ITIL® PinkVerify™ certified but is powered by Microsoft Dynamics® 365 and natively integrates with all the productivity-boosting tools of Office 365™.
Improving the end user experience by leveraging the Outlook Integration
In the new digital world, it’s all about the customer experience even if your customers—the end users—reside internally or externally. The integration to Outlook lets you offer end users the choice of simply emailing about an IT related issue, query or request—without disrupting your process or your internal team productivity by having data in separate silos.
When an email comes in, Outlook can instantly search ITSM and provide a link to the associated account, contact or incident record. Once you click the link, Outlook will display the information from the record within the email for easy viewing. Although this information can be customized, in the screenshot below, you can see recent tickets, activities and opportunities as well as upcoming activities.
If the person is unknown or the email is not being tracked, with a click of a button you can add the person and/or associate the email with an account, change request, service request or incident.
If you create a general email address with Outlook and a shared mailbox on Dynamics, incoming emails will automatically generate as Activities (see screenshot below). You can also configure email activity conversion rules to transform emails into tickets whereby they can be reviewed and easily turned into service requests, incidents or change requests.