One of the common processes customizable in Dynamics CRM is the dialog. A dialog is a type of process used to create an interactive data entry and a set of forms that guides the user step by step through a scenario. This process relies on continuous user interaction and requires user input to run through to completion. Dialogs can be used to guide users through a standard scripted scenario, capturing information in an organized manner, branching of scenarios, and so on.

A dialog presents the user with an interface similar to a wizard. The user can make the appropriate selection at each step of the dialog, and progress through all the steps to completion. Dialogs can be used for data capture, as well as to guide the user through a predefined scenario. This can be very helpful in call center scenarios where, based on specific customer responses, a path can be automatically selected to guide the service representative to the best solution.

A dialog is usually launched by the user, but...