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)

Understanding requirements

Before understanding the requirement gathering process, let's first understand what a requirement is. A requirement is basically a request from a customer or an end user. This request may be for adding new functionality in the system or to modify the existing functionality of the system. Different terminologies are used to refer to requirements such as user stories, use cases, features, and so on, based on the project management methodology used.

We need requirements in order to design, develop, and test a Dynamics 365 CE implementation or any product. There is no doubt about the fact that requirements set up a foundation on which a new system is implemented or built. If requirements are not correct, it increases the risk of a Dynamics 365 CE implementation failure.

Requirements can be divided into the following different categories:

  • Business requirements...