Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By : Mahender Pal
Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By: Mahender Pal

Overview of this book

Microsoft Dynamics 365 for Customer Engagement (CE) is one of the leading customer relationship management (CRM) solutions that help companies to effectively communicate with their customers and allows them to transform their marketing strategies. Complete with detailed explanations of the essential concepts and practical examples, this book will guide you through the entire life cycle of implementing Dynamics 365 CE for your organization or clients, and will help you avoid common pitfalls while increasing efficiency at every stage of the project. Starting with the foundational concepts, the book will gradually introduce you to Microsoft Dynamics 365 features, plans, and products. You’ll learn various implementation strategies and requirement gathering techniques, and then design the application architecture by converting your requirements into technical and functional designs. As you advance, you’ll learn how to configure your CRM system to meet your organizational needs, customize Dynamics 365 CE, and extend its capabilities by writing client-side and server-side code. Finally, you’ll integrate Dynamics 365 CE with other applications and explore its business intelligence capabilities. By the end of this Microsoft Dynamics 365 book, you’ll have gained an in-depth understanding of all the key components necessary for successful Dynamics 365 CE implementation.
Table of Contents (14 chapters)

Introduction to Dynamics 365 apps

Instead of individual applications in the earlier version of Microsoft Dynamics, Dynamics 365 broke down the functionality of its applications into smaller apps and brought them under a single roof. The following diagram explains the different apps under Dynamics 365:

The aforementioned apps include different functionalities and can be used for different purposes. We'll take a closer look at these different apps in the following subsections.


The Sales app can be used to implement an end-to-end sales process. This app provides generic guided sales processes that help users close their sales quickly and manage their customers, leads, opportunities, orders, invoices, and other sales...