Book Image

Fundamentals of CRM with Dynamics 365 and Power Platform

By : Nicolae Tarla
Book Image

Fundamentals of CRM with Dynamics 365 and Power Platform

By: Nicolae Tarla

Overview of this book

Microsoft Dynamics 365 provides a vast array of tools and applications to meet various Customer Engagement requirements. This Customer Relationship Management (CRM) guide covers the latest advancements in Dynamics 365 and Power Platform that help organizations adapt to changing market conditions for agility and resilience. With this book, you'll explore the core platform functionality of Dynamics 365 and explore its wide range of components for transforming your business with new services and capabilities. You’ll learn the basics of configuration and customization to enhance the functionality of Microsoft Dynamics 365 CRM and create solutions and custom applications by leveraging features such as apps, portals, automation, and business intelligence. As you advance, you’ll understand how Power Platform drives Dynamics 365 and how various integration capabilities add value by providing a comprehensive view of data aggregated across different systems and data sources. Finally, you’ll delve into core administration concepts that will help you to manage extensions added to the platform. By the end of this book, you’ll have learned how to tailor Microsoft Dynamics 365 to fit your organization’s requirements and tweak the platform to meet your business needs.
Table of Contents (20 chapters)
1
Section 1 - Platform Structure and Extensibility Capabilities
4
Section 2 - Default Modules Available with the Platform
10
Section 3 - Customization, Configuration, and Extensibility
14
Section 4 - Integrations
17
Section 5 - Administration

Understanding CDS

CDS is a relatively new paradigm created by Microsoft. It describes a storage mechanism for data in the cloud. This data is to be used and shared across multiple business applications.

CDS is currently at the core of Dynamics 365. The entire former CRM stack, now comprising of separate applications for Sales, Customer Service, Marketing, Field Service, and PSA, share the same CDS.

Within CDS, data is stored in a set of entities. From a programming perspective, you can think of comparing it to classes. Each entity represents an object type. Some common entities are Account, Contact, Lead, and so on.

You can think of entities as tables in a database or sheets in an Excel spreadsheet. The entity defines the model, the columns of the table. The individual records make up the data stored in these entities.

While CDS includes some standard entities that are typically used and shared across multiple applications, you can always create your new custom entities.

The licensing...