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 processes

In the context of Dynamics 365, processes is a generic category that covers a few functional features grouped together. A process is any type of automation introduced as part of customizing the system, and it involves multiple actions grouped together. As such, some examples of processes supported by the platform include dialogs (deprecated), workflows, actions, and Business Process Flows.

In the context of customizing Dynamics 365, processes are created and grouped as part of one or more solutions. Within the solution, processes are listed as a separate category and are accessible on their own configuration tab.

The core platform comes with a set of processes already defined. If we open a solution and go to Add Existing on the ribbon, one of the options presented is Process. The following screenshot shows a list of existing processes that can be added to your solution:

For a classic representation, we can also drop into Classic mode by expanding the ellipsis...