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

Summary

Throughout this chapter, we learned about several configurable integrations, including the ability to leverage email from Dynamics 365 along with the reverse scenario, using Dynamics 365 from the Outlook web app. Next, we looked at integration with SharePoint and OneDrive for Business for document management as well as leveraging virtual entities to present data from an external system in a read-only form within Dynamics 365.

Later on, we looked at some additional sales-specific enhancements, leveraging the Sales Insights solution for AI-driven functionality, as well as the LinkedIn Sales Navigator feature, allowing us to enrich our platform data and make more relevant decisions.

In the next chapter, we'll be looking at several custom integration approaches available. These are driven by several of Microsoft's Azure services and are, for the most part, configurable. We will tackle more complex integrations and leveraging other external tools there.

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