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  • Simplified system configuration in Dynamics 365 Sales

    With the April 2020 release of Microsoft Dynamics 365 Sales, administrators will find a simplified configuration experience that makes it easier to discover and manage system settings to meet their organization's unique needs. This simplified experience is available only for Unified Interface customers.

    The new App Settings area in the out-of-box Sales Hub application improves discoverability and helps administrators quickly and easily configure the sales application from a single place. In addition, if your organization creates custom model-driven apps that are tailored to your business needs, the new unified settings experience can be extended to custom sales applications through simple, configurable settings.

    What the unified settings experience offers

    We've organized feature settings for configuring the sales application in the General Settings section (under App Settings) of the site map in the Sales Hub application. For ease of use and familiarity, we have included settings for the legacy web client experience in the unified settings experience in the Sales Hub application.

    To improve usability, we've introduced a two-tier navigation for managing settings. Tier 1 lists all settings on an Overview page grouped under appropriate sections, along with feature descriptions. By clicking on a feature setting, you'll be redirected to Tier 2, which gives you a feature-focused settings experience where you learn about the configuration settings and then take appropriate actions.

    To learn more about the new unified settings experience, see the product documentation.

    Leverage the unified settings experience in a custom sales application

    The unified settings user experience is built as a URL-addressable custom control that can be added to any custom app module with four easy configuration steps:

    When you add the sub area, set the type to URL, and then enter the following in the URL field:


    • Step 4: Save and publish the application.

    Try the new unified settings user experience

    If you are an administrator or an app maker, we encourage you to try the unified settings user experience in Microsoft Dynamics 365 Sales.

    We would love to hear your feedback on this improvement and on the challenges of administering the Sales application in general. Let us know what you think by sharing your feedback on our Ideas Portal.

    The post Simplified system configuration in Dynamics 365 Sales appeared first on Dynamics 365 Blog.

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  • Dual-write automates data flow between Dynamics 365 applications and Common Data Service

    Microsoft Dynamics 365 business applications are uniquely able to help organizations digitally transform by unifying data and intelligence from employees, customers, operations, and devices into one source, creating many opportunities to use digital feedback loops to adapt and improve.

    To that end, we're announcing dual-write, a new capability that enables data to become available natively on Common Data Service across Finance and Operations apps, and model-driven apps in Dynamics 365.

    The dual-write solution package covers master data scenarios for customers, products, and vendors, and for end-to-end process flows like prospect to cash, and for on-demand functions like pricing and reference data for ledger, tax, payment terms, and schedules. Dual-write will continue to expand in the future to support more scenarios for party, project, on-hand inventory, and more. The framework is extensible and accommodates customer-centric business data exchange through a few additional clicks.

    An overview of the dual-write solution package

    A huge thanks to customers and partners from our Insider program. Without them, we wouldn't have come so far! It has been a great journey with lots of learning along the way.

    Note that we're following the Finance and Operations ring-based deployment schedule, and it will take some time for this capability to become available in your environment.

    System requirements

    Synchronous, bidirectional, near real-time data flows require the following versions:

    • Finance and Operations applications version 10.0.9 (10.0.383.20013) (Quality update), platform update 33 or higher
    • Model-driven applications, platform version 9.1.0000.11732 or later

    Dual-write infrastructure

    Dual-write infrastructure makes it seamless to maintain the same data in an application and Common Data Service, which enables organizations to realize the benefits shown in this illustration:

    Dual Writes benefits in Dynamics 365.

    Near real-time and bidirectional

    Dual-write provides a tightly coupled near real-time and bidirectional integration between Finance and Operations apps, and Common Data Service. Any create, update, or delete in either location results in writes, in near real-time, to Common Data Service. For example, creating a customer in a Finance and Operations application creates an account in Common Data Service and vice versa.

    Embedded experience in Finance and Operations apps

    Organizations enable and administer dual-write from within Finance and Operations apps they're already familiar with.

    ual Write is enabled and embedded from within Finance and Operations applications

    Enabling dual-write is easy

    After you launch dual-write from the Data Management page in the Finance and Operations apps, you select a Common Data Service environment that you want to link to, select legal entities, and as a final step, validate your selections. You are then provided a list of entity maps, out of the box, that you enable for dual-write. We'll keep adding to the list to provide more out of the box entity maps.

    A list of entity maps is provided that you enable for dual-write

    Ability to customize entity and field mappings

    Every organization is different, so we provide you with a way to modify and customize entity and field mappings.

    You can modify and customize entity and field mappings

    Ability to filter and transform data

    With dual-write, we provide you with the ability to filter data along with basic transformation.

    User interface to edit a query

    There are knobs to customize the direction of field assignments as well.

    Dual write in Dynamics 365.

    Consolidated view of activities and errors

    In case of planned or unplanned maintenance, admins can create one or more alert settings such that if a certain error threshold is reached, for example due to network errors, the dual-write capability notifies you via email message or takes an appropriate action (for example, pause or stop dual-write) on your behalf. For example, let's say you want dual-write to pause if 10 application errors occur within 15 minutes.

    Admins can create one or more alert settings

    By clicking Create alert settings, you can create more alerts and choose to send notifications to an individual or group and take an action on your behalf.

    By clicking Create alert settings, you can create more alerts and choose to send notifications

    Alerts are especially useful in case of unplanned maintenance, when one of the apps is unavailable and based on your defined thresholds, dual-write goes into a paused state wherein all new requests are queued (but not lost). After you fix the underlying issue and both applications are running smoothly, you can resume from the paused state and the updates are read back from the queue and written to the recovered application.

    Application orchestration

    Dual-write creates a mapping between concepts in Finance and Operations apps and concepts in model-driven apps in Dynamics 365. This mapping supports the following scenarios:

    Dual write scenarios in Dynamics 365.

    Integrated customer master

    Customer data can be mastered in more than one Dynamics 365 application. For example, sales activity by a sales agent can bring in customer data through Microsoft Dynamics 365 Sales, and e-commerce or retail sales activity can bring in customer data through Microsoft Dynamics 365 Commerce. Regardless of where the customer data originates, it's integrated behind the scenes.

    Integrated customer master helps businesses to have the flexibility to master customer data in any Dynamics 365 application, and provides a comprehensive view of the customer in Dynamics 365.

    Access to customer loyalty cards and reward points

    Businesses classify customers and provide sophisticated services based on their shopping and spending patterns. Among the Dynamics 365 applications, Dynamics 365 Commerce has the infrastructure and functions to facilitate and handle customer loyalty cards, reward points, loyalty-based pricing, rewards-based shopping experiences, and more. When customer loyalty and reward points data is exposed on Common Data Service, it becomes accessible to Dynamics 365 applications. For example, Dynamics 365 Customer Service users can use the data to provide sophisticated service through a help desk.

    Unified product mastering experience

    When a business ecosystem is made up of the Dynamics 365 applications, Microsoft Dynamics 365 Supply Chain Management becomes the source for product data, because of the availability of robust product infrastructure which is complemented by a sophisticated pricing engine and accurate on-hand inventory data. Few businesses who use an external Product Lifecycle Management (PLM) system for sourcing the product data still channelize products through Dynamics 365 Supply Chain Management to other Dynamics 365 apps. So we've unified the product data model on Common Data Service, so that all Dynamics 365 users, including users of Microsoft Power Platform, can take advantage of the rich product data coming from Dynamics 365 Supply Chain Management.

    Awareness of organization hierarchy

    Organization is a core concept of Finance and Operations apps and business financials are generated and tracked at various levels of an organization hierarchy. Common Data Service doesn’t have an organization hierarchy, but it does have a few related concepts, such as total sales revenue. Exposing the organization hierarchy on Common Data Service for informational and extensibility purposes helps businesses when required.

    Integrated vendor master

    The term vendor refers to a supplier organization or a sole proprietor who supplies goods or services to the business. Vendor is an established concept in Dynamics 365 Supply Chain Management. But model-driven apps in Dynamics 365 don't have an explicit vendor concept and so the account or contact entity is overloaded to store vendor information. With integrated vendor master, an explicit vendor concept is introduced in Common Data Service. Businesses can either choose the new vendor concept or use the account or contact entity for vendors. The vendor data is integrated between Dynamics 365 Supply Chain Management, Dynamics 365 Sales, Dynamics 365 Field Service, and Microsoft Power Apps portals and becomes available for Dynamics 365 Supply Chain Management workflows like purchase requisition, purchase orders, and more.

    Access to finance and tax reference data

    Every business operates with a basic set of financial data like fiscal calendar year, currency to transact in, accounts from where the money to run the business comes in and goes out, tax rates, and remittance. This information resides in Finance and Operations apps but is exposed on Common Data Service so that Dynamics 365 applications can run based on a single source for finance and tax data. This brings uniformity across the business eco-system.

    Finance and Operations price engine on Common Data Service on demand

    Businesses rely on Dynamics 365 Supply Chain Management for storing and handling prices and discounts required for the business due to its robust infrastructure with functions like trade agreements, price lists, customer loyalty, promotions, and discounts. It has a pricing engine that uses complex rules and derives best price for the given quote/order context. With dual-write, this pricing engine is exposed on Dynamics 365 applications on the quote and on order forms. Model-driven apps in Dynamics 365 users can either choose to rely on pricelist-based static price, or invoke the pricing engine for best prices through a single button click without signing into Dynamics 365 Supply Chain Management.

    Prospect to cash

    Converting a prospect to a customer over a successful business deal and continuous business with the same customer is the target for most of the businesses. In Dynamics 365 applications, it takes place through quotations or order processing workflows and the financials are reconciled and recognized. Integrated prospect to cash workflow helps the quotation and order to originate in either Dynamics 365 Sales or Dynamics 365 Supply Chain Management but becomes available on both. Users can access the processing states and invoice information on their application interface in real-time. Also, this helps businesses to handle functions like product stocking, inventory handling, and fulfillment inside Dynamics 365 Supply Chain Management without recreating the quote or order.

    Availability of in-house assets for field service

    Microsoft Dynamics 365 Field Service is designed to service customer assets at the customer location. Enterprise asset management is designed to service in-house assets. Integrating these two applications on assets helps businesses to use Dynamics 365 Field Service application for servicing customer assets on site and in-house. Also, businesses get the ability to classify the assets based on functional location or hierarchy, and to track the servicing at a more granular level.

    Find more information by reviewing the Dual-write documentation.

    The post Dual-write automates data flow between Dynamics 365 applications and Common Data Service appeared first on Dynamics 365 Blog.

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  • Resources and support for our global customers impacted by COVID-19

    Over the past weeks, Microsoft has mobilized global teams to support communities and organizations affected by the COVID-19 crisis. The Microsoft Dynamics 365 and Microsoft Power Platform teams are working closely with organizations on the front lines of the crisisincluding governments, healthcare providers, nonprofits, and schools and universities. We are also focusing efforts to ensure your business has the digital capabilities to maintain business continuity and stability, to the best ability possible, while keeping employees safe and healthy.

    And we are hearing from organizations across industries and around the world that have an immediate need for cloud solutions to rapidly respond to quickly changing needs using custom apps and automated solutions, support remote workers, and engage customers in need. As such, we are providing offers and support to rapidly ramp up in these areas:

    Coordinate and automate emergency responses

    Microsoft Power Platform was designed to empower everyone, regardless of their technical ability, to collaborate and solve problems fast. The idea that rapid, valuable innovation can come from virtually anywhere drives our development of the Power Platform, and the realization of that idea has never been more impactful than in this time of crisis. The Power Platform team is currently supporting urgent deployments for first responder organizations, government agencies, schools and universities, and other essential service providers including the release of two Power Platform solutions to enable customers to coordinate information and resources in times of crisis, and a Microsoft Power Virtual Agents bot to manage crisis response.

    • Healthcare Emergency Response Resource Trackingthe Power Platform team worked with a Seattle hospital to create apps and dashboards to provide visibility into available beds and supplies like masks and ventilators. Any healthcare provider can now implement the Emergency Resource Tracking solution to manage emergency responses and equipment inventories, beds and staffing needs, and emergency leaders can leverage the decision support dashboard to make decisions. Read more about the solution and get the full instructions to implement it.
    • Crisis Communicationsa low-code solution that combines Microsoft Power Apps, Microsoft Power Automate, Microsoft Teams, and SharePoint to coordinate information sharing and team collaboration in response to evolving conditions. Employees can report a work status and make requests, and admins can use the app to push updates, news including RSS feeds from the World Health Organization (WHO), The Centers for Disease Control and Prevention (CDC) or local authorities, or emergency contacts to different locationsall accessible on the web, mobile, or in Teams. Read more about the solution and get instructions to implement it.
    • Power Virtual Agents Crisis Response Botthe Power Virtual Agents team has released instructions to build Virtual Agent Crisis Response FAQ Bot that helps people get to the information they need quickly in a chat interface you can embed on any website. For example, a Crisis FAQ bot can help you address questions that employees are frequently asking, freeing time for managers to focus on other priorities.

    To empower organizations to take advantage of the solutions above, we are making Power Apps, Power Automate, Power Apps portals and Power Virtual Agents available for a free six-month product offer, that includes all premium capabilities for customers in the healthcare, education, nonprofit, and government sectors.

    Please contact your Microsoft sales or partner representative to activate these Power Platform and Dynamics 365 offers. Note that these offers are limited to qualifying government, healthcare, nonprofit, and education customers. See qualifying conditions below.*

    Help contact centers support unprecedented demand

    The global pandemic is straining service centers everywhere, with a massive uptick in call volumes, further complicated by many agents working remotely. With omnichannel capabilities for Dynamics 365 Customer Service, contact center employees can provide consistent, personalized support while working remotely. Customers are taking advantage of the ability to gain insights into case volume topics, ensure agents are properly distributed across channels, and quickly deploy chatbots that are trained to respond to the highest volume of inquiring questions while providing consistent levels of personalized support.

    For example, BYU-Pathway Worldwide is using the digital messaging capabilities in Dynamics 365 Customer Service to support the increased demand for virtual class environments due to COVID-19. With Dynamics 365 Customer Service, the University's 120 contact center agents are able to work from home and continue to provide regular support engagements with no downtime to more than 40,000 students.

    To help support the increased demand on contact centers during the COVID-19 crisis, Dynamics 365 Customer Service (including Digital Messaging) is available free of charge for up to six months.*

    Helping retail business continuity

    The COVID-19 crisis has had a broad impact on the retail sector with its effects resonating across production, supply chains, distribution, and storefronts. Consumers are making changes to their shopping habits which are resulting in a surge in demand for low or no contact purchasing options like digital commerce and curbside collection. Using Dynamics 365 Commerce our field teams are proactively working with retailers and consumer-facing businesses to optimize omnichannel commerce capabilities and enable seamless transactions across online and mobile platforms.

    To support impacted retail businesses, the Dynamics 365 Commerce team will be enabling an e-commerce accelerator program including an "in a day" engagement to help retailers conceptualize and drive faster implementation of an e-commerce solution for their business. We will share more details on this in a future update including how to request a workshop and affiliated offers to help retailers in this turbulent time.

    In addition, we are helping to ensure customers using Dynamics 365 Fraud Protection take control of their operational costs impacted by chargeback and returns, as well as help businesses that are new to online trading to reduce their risks, and leverage anomaly reporting and payment protection during this crisis.

    Keep first-line workers connected to experts

    Dynamics 365 Remote Assist allows technicians to collaborate with colleagues and experts from different locations, reducing travel and resolving some of the immediate obstacles facing us all. A medical clinician or technician maintaining critical equipment in the field, for example, can use Remote Assist on HoloLens, Android, or iOS devices while sharing an in context, real-time view of the work site with an expert working from a different location. Dynamics 365 Remote Assist is also available free of charge for up to six months.*

    Reach out for assistance

    We’re here to support you during the global health crisis. Please contact your Microsoft sales representative to activate the six-month offers mentioned above, or for specific guidance to help you solve business-critical challenges.

    – – – – – – – – – – – – – – –

    *Offer details

    Offer applies to organizations that meet the following criteria:

    Power Platform:

    • In healthcare, government (any level or branch), nonprofit, or education sectors
    • Implementing a Power Platform solution in response to COVID-19, either a Microsoft-provided template or custom implementation

    Dynamics 365:

    • Implementing a Dynamics 365 Customer Service or Dynamics 365 Remote Assist solution in response to COVID-19, either a Microsoft-provided template or custom implementation

    The post Resources and support for our global customers impacted by COVID-19 appeared first on Dynamics 365 Blog.

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