In the previous chapters, we looked at the various applications available for Dynamics 365 Customer Engagement. These include Sales, Customer Service, Field Service, Project Service Automation (PSA), and the new Marketing applications. Often enough, though, we tackle a new project that falls outside of these applications. Yes, it might integrate with one or more of these applications, leveraging some or all of their functionality, but the scope is so different that it does not fall within any of these functional offerings.

In the previous chapter, we learned how to extend functionality through configurations, how to capture additional data points, the different data types, the roles of views and charts, creating relationships, and the concept of Service-Level Agreements (SLAs). With all that knowledge in the bag already, let's spend...