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.

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Table of Contents (20 chapters)
Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
1
Section 1 - Platform Structure and Extensibility Capabilities
Section 1 - Platform Structure and Extensibility Capabilities
Free Chapter
2
Getting Started with Dynamics 365
Getting Started with Dynamics 365
Understanding what Dynamics 365 really is
Global data center locations for Dynamics CRM Online
Customizing Dynamics 365
Opening a free 30-day trial of Dynamics 365 for Sales
Configuring a domain name for your environment
Integrating with Office 365 E3 trial services
Summary
3
Dynamics 365 Platform Structure
Dynamics 365 Platform Structure
Experiencing the platform evolution
Modularity for everyone
Dynamics 365 application elements
The extensibility options
Understanding platform navigation
Exploring the modular concept
Summary
4
Section 2 - Default Modules Available with the Platform
Section 2 - Default Modules Available with the Platform
5
Dynamics 365 Sales Application
Dynamics 365 Sales Application
Reviewing the Dynamics 365 Sales app
Understanding Sales-specific entities
Standard Sales processes
Reviewing Sales dashboards
Leveraging Sales reports
Marketing features
Summary
6
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Exploring the Dynamics 365 for Customer Service app
Understanding the Customer Service entities
Understanding Service Processes
Understanding the Customer Service dashboards
Service Reports
Summary
7
Dynamics 365 Field Service
Dynamics 365 Field Service
Solution features of Dynamics 365 for Field Service
Dynamics 365 for Field Service – the classical web UI
Dynamics 365 for Field Service – the Unified Interface app
Understanding core entities in Field Service
Handling scenarios in Field Service
Working with agreements
Supporting entities in Field Service
Other supporting integration scenarios
Summary
8
Dynamics 365 Project Service Automation
Dynamics 365 Project Service Automation
Overview of Dynamics 365 Project Service Automation
Understanding the PSA core entities
Understanding Project Service Automation scenarios
Summary
9
Dynamics 365 Marketing
Dynamics 365 Marketing
Dynamics 365 for Marketing
Understanding the core marketing entities
Understanding customers
Marketing execution
Event management
Internet marketing
Creating and managing Surveys
Summary
10
Section 3 - Customization, Configuration, and Extensibility
Section 3 - Customization, Configuration, and Extensibility
11
Dynamics 365 Customer Engagement and Power Platform
Dynamics 365 Customer Engagement and Power Platform
Understanding the Power Apps way
Users/personas leveraging Power Apps
Creating Power Apps
Comparing canvas versus model-driven apps
Understanding CDS
Leveraging Power Apps Portals
Leveraging Microsoft Power Automate flows
Summary
12
Customizing Dynamics 365
Customizing Dynamics 365
Exploring the solution package
The elements that make up an entity definition
Business versus custom entities
Extending entities
Recording images
Quickly viewing and creating entity forms
Presenting data to the user
Defining entity relationship types
Working with composite fields
Using calculated fields
Taking advantage of rollup fields
When to use SLAs and the timer control
Enabling geolocation and mapping
Creating a new solution package scenario
Summary
13
Building Better Business Functionality
Building Better Business Functionality
Understanding processes
Using alternatives for dialogs
Learning about workflows
Using actions
Using business rules
Learning about Business Process Flows
Leveraging Excel
Learning about document templates
Document generation templates
Leveraging search correctly
Summary
14
Section 4 - Integrations
Section 4 - Integrations
15
Out-of-the-Box Integration Capabilities
Out-of-the-Box Integration Capabilities
Configuring email integration
Configuring server-based SharePoint integration
Configuring OneDrive for Business
Integrating OneNote
Leveraging virtual entities to present external data
Leveraging Sales Insights features
LinkedIn Sales Navigator
Summary
16
Custom Integration Capabilities
Custom Integration Capabilities
Using Power Automate
Leveraging Azure Logic Apps for enterprises
Leveraging the Power Apps Data Integration service
Summary
17
Section 5 - Administration
Section 5 - Administration
18
Core Administration Concepts
Core Administration Concepts
Introducing the Settings area
Exploring the Settings area
Leveraging a unified experience
Managing users scenario
Summary
19
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Modularity for everyone

While Microsoft used to market Dynamics CRM as a rapid development platform under the xRM term and is encouraging partners to extend it to cover various aspects of businesses, by default, the product included three major modules. They were Sales, Service, and Marketing.

At the time of this writing, the platform is sold under the umbrella name of Dynamics 365. It offers various modules that can be purchased separately or packaged under the Customer Engagement Plan license. This plan includes the following functional modules:

  • Dynamics 365 for Sales
  • Dynamics 365 for Customer Service
  • Dynamics 365 for Project Service Automation
  • Dynamics 365 for Field Service
  • Dynamics 365 for Marketing

The platform has greatly evolved over the years and is currently one of the top players in the market. With this evolution, all the standard modules have been enhanced, and new functionalities have been added. Currently, each one of the modules can function either independently or in...

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