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)

Fit-Gap analysis for Dynamics 365 CE

While implementing Dynamics 365 CE, Fit-Gap analysis is done at various levels. In each level, we compare the features to see if it fits best with the Dynamics 365 CE functionality or not. If Dynamics 365 CE does not fit into the requirement, proper estimation is provided for the customization and development that we need to do to fill the gap. The following is a sample Fit-Gap analysis sheet prepared for the HIMBAP Auto Service Center. You can see how requirements are mapped with different Dynamics 365 CE categories:

Let's discuss in detail the list of activities performed for Fit-Gap analysis.

Out-of-the-box features – Fit-Gap analysis

In this activity, all the requirements...