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)

Requirement gathering and analysis

Requirement gathering is a critical part of any Dynamics 365 CE implementation or any other project. All of the other phases depend heavily on requirement gathering and analysis, so if requirement gathering and analysis are not correct, it leads to a significant impact on the Dynamics 365 CE implementation.

Let's discuss the two steps of requirement gathering and analysis process in detail.

Requirement gathering

Requirement gathering is a process designed to capture different types of requirements to implement Dynamics 365 CE or for solving issues in the existing Dynamics 365 CE implementation. Requirement gathering is done by a Business Analyst (BA). Before requirement gathering, it...