BECHTLE LIMITED

Dynamics 365 Customer Service

Customer Service Enterprise licenses expand on the functionality of Customer Service Professional. In particular, it grants use rights that give the ability to schedule, dispatch service, create teams, manage resources through integration with other Dynamics 365 applications such as Field Service and Project Operations, when the organization also licenses them.

Features

• Case management
• Knowledge base
• Manage resources i.e. facilities, equipment and people
• Schedule board
• Manage SLAs
• Automated case assignment

Benefits

• Skills based routing
• Remove data silo's
• AI powered Insights
• Extendibility through integration
• Knowledge management

£0.01 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector.uk@bechtle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

259965993014239

Contact

Public Sector
01249 467900
publicsector.uk@bechtle.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
• System requirements: https://docs.microsoft.com/en-us/dynamics365/unified-operations/fin-and-ops/get-started

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: "P1: Critical - Response Time: 2hr P2: Major - Response Time: 4hr P3: Important - Response Time: 8hr P4: Minor - Response Time: Varies on request "
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Chat window provided by 3rd party "liveperson" subject to their accessibility
• Onsite support: Yes, at extra cost
• Support levels: Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
• Support available to third parties: No

Onboarding and offboarding

• Getting started: "Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including: Help articles for users and administrators who need to manage Microsoft Dynamics 365. Community forums/wikis where help articles and white papers are published Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, eg FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service."
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Self-help resources, ebooks, training videos, E-Learning and training manuals
• End-of-contract data extraction: At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.
• End-of-contract process: "No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account. Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland."

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: "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. "
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: More information on accessibility can be found here https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
• API: Yes
• What users can and can't do using the API: More information on accessibility can be found here https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This inclused amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

Scaling

• Independence of resources: The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

• Service usage metrics: Yes
• Metrics types: Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instances 'service health' including service degradation and storage capacity.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: "The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk, also known as encryption 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: Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
• Data export formats: Other
• Other data export formats: Files in XML Spreadsheet, TXT, CSV, XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats: Files in XML Spreadsheet, TXT, CSV, XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
• Approach to resilience: http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
• Outage reporting: Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: For details on the Dynamics 365 security architecture: https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/security- architecture
• Access restrictions in management interfaces and support channels: R o l e - b a s e d a c c e s s c o n t r o l ( R B A C ) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties. You can customize RBAC per your organization’s business model and risk tolerance. https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 27.03.2018
• What the ISO/IEC 27001 doesn’t cover: Statement of applicabilty for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29.09.2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Service scope for CSA STAR Certificate is decribed in this document: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=6d07d7e3-da62-4153-a91c-14d259dac9f1&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • EU-Model-Clauses, EU-U.S. Privacy Shield, GDPR
  • FIPS 140-2, HIPAA/HITECH, EN 301 549 (EU)
  • G-Cloud, MCTS, LOPD, ENS, IRAP
  • ISO 27001, ISO 27018, PCI DSS v3.2.1, SOC1,SOC2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: https://www.microsoft.com/en-us/trustcenter/compliance/complianceofferings?product=Dynamics365 https://www.microsoft.com/en-us/trustcenter
• Information security policies and processes: https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security

Operational security

• 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: https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: https://download.microsoft.com/download/6/D/F/6DFD7614-BBCF-4572-A871-E446B8CF5D79/MSFT_cloud_architecture_security.pdf http://download.microsoft.com/download/C/E/3/CE357CE2-3A98-4493-BAEB-CEB13F333302/Cloud_App_Security_datasheet.pdf https://www.microsoft.com/en-us/enterprise-mobility-security/cloud-app-security
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
• 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: https://www.microsoft.com/en-us/download/confirmation.aspx?id=55110

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; Bechtle are actively taking steps to ensure that we operate our business with as little environmental impact as possible. As a group, we are Ecovadis Gold and ISO14001 certified, and are committed to becoming carbon net zero by 2030. We launched the Bechtle Sustainability Strategy 2030 to serve as a roadmap for how we will get there, identifying 4 areas of action as part of this strategy:; ; • Ethical business practices; • Environmental Approach; • People; • Sustainable digital future; ; Bechtle have established a database for recording Scope 1 and 2 (direct and indirect CO2 emissions) and Scope 3 (that of the Bechtle Group, such as purchased goods and services, transportation and distribution, business travel, and employee commuting) emissions. We are collecting data through group-wide sustainability software, WeSustain, and have used the data to produce a Carbon Reduction Plan (CRP) that is published on our website (Carbon-Reduction-Plan-BechtleUK-2022.pdf) and updated annually. ; ; Supply chain management ; We work closely with our vendor partners to broaden our portfolio of sustainable technologies, solutions, and services, and could help to minimise the future environmental impact.; ; Recycling/Asset disposal; Bechtle actively encourage our customers to make sustainable use of their resources, through secure asset disposal, refurbishment, and recycling of devices. Bechtle have recently helped facilitate a self-funding recycling program for a large local authority, who wanted to prevent their old laptops from going to landfill.; ; Green Logistics ; Bechtle design our logistics processes around an ecological efficiency criteria, both in terms of transport and packaging. ; ; Internal Sustainability team ; We have a dedicated sustainability team, who’s aim is to improve and promote sustainability within three areas: social, personal, and business. The team have defined and actioned sustainable methods, changes in practice and greener alternatives across the whole of Bechtle UK and help to drive our sustainable

  Covid-19 recovery

  Covid-19 recovery; Many organisations have had to change their operating models and ways of working following the COVID-19 pandemic. IT also became clear to a number of our customers that their infrastructure that supported old ways of working, no longer supported new hybrid or remote working models. Through a thorough infrastructure review we can not only advise our customer on what best suits their current operating models but we can also help them to be future-ready. We can help them improve productivity, utilisation and adoption, getting maximum productivity out of their investment, whilst saving costs and limiting environmental impact through cloud/ hybrid adoption.

  Tackling economic inequality

  Tackling economic inequality; Bechtle’s equal opportunities policy applies across the whole company and includes recruitment, selection, training, career development and promotion. No employee or applicant will be treated less favourably on the grounds of colour, race, religion, nationality, ethnic or national origin, gender (including gender reassignment), sex, sexual orientation, age, marital status, disability, or be disadvantaged by conditions or requirements that cannot be shown to be relevant to the job in hand.; ; Specifically the Company is committed to:; 1. Preventing any form of direct or indirect discrimination or victimisation.; 2. Promoting equal opportunities for men and women.; 3. Promoting equal opportunities for people with disabilities.; 4. Promoting equal opportunities for ethnic minorities.; 5. Promoting a good harmonious working environment where all employees are treated with respect and dignity and in which no form of intimidation or harassment will be tolerated.; 6. Fulfilling all legal obligations under relevant legislation and associated codes of practice.; 7. Taking all necessary permitted positive action including setting of goals and timetables.; ; Breaches of the Equal Opportunities Policy will be regarded as misconduct and could lead to dismissal in certain cases.; ; Equality and Diversity policy is available upon request

  Equal opportunity

  Equal Opportunities; Bechtle’s equal opportunities policy applies across the whole company and includes recruitment, selection, training, career development and promotion. No employee or applicant will be treated less favourably on the grounds of colour, race, religion, nationality, ethnic or national origin, gender (including gender reassignment), sex, sexual orientation, age, marital status, disability, or be disadvantaged by conditions or requirements that cannot be shown to be relevant to the job in hand.; ; Specifically the Company is committed to:; 1. Preventing any form of direct or indirect discrimination or victimisation.; 2. Promoting equal opportunities for men and women.; 3. Promoting equal opportunities for people with disabilities.; 4. Promoting equal opportunities for ethnic minorities.; 5. Promoting a good harmonious working environment where all employees are treated with respect and dignity and in which no form of intimidation or harassment will be tolerated.; 6. Fulfilling all legal obligations under relevant legislation and associated codes of practice.; 7. Taking all necessary permitted positive action including setting of goals and timetables.; ; Breaches of the Equal Opportunities Policy will be regarded as misconduct and could lead to dismissal in certain cases.; ; Equality and Diversity policy is available upon request

  Wellbeing

  Wellbeing; ; Bechtle believe Health & Safety and wellbeing of employees contributes to a good working environment which is key to a business.; ; Throughout the year Bechtle hold different events, this gives everyone a chance to meet one another from different office branches which lends itself to a healthy work environment, some of these events are “Summer Festival (BBQ, Music, Dancing), Christmas Party, New Year kick off, Games events” to name a few. Each branch also have a relaxing area where employees can congregate and take time out in a chilled environment.; ; Bechtle have also introduced initiatives to promote social and economic wellbeing, such as:; ; • Competitive salary, which is well above the National Minimum Wage; • Cycle to work scheme; • Hybrid working model, where employees can work from home 2 days a week to reduce commuting time; • My Bechtle Benefits discount portal, offering employees discounts via numerous retailers; • Employee Assistance Programme, providing employees with mental health and wellbeing support; • WPA Health Cash Plan; • Enhanced pension contribution; • Reduced health and gym memberships; • Paid for professional training; • Piloting an electric vehicle salary sacrifice scheme, which is being rolled out to the wider company.

Pricing

• Price: £0.01 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: https://trials.dynamics.com/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector.uk@bechtle.com. Tell them what format you need. It will help if you say what assistive technology you use.