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

Exploring the modular concept

In order for Microsoft to be able to deliver on the new modular concept, the platform has been redesigned around a new structural approach. At the core of the platform, we have CDM. CDM is a metadata-driven layer that simplifies data integration and sharing across various apps and platforms by providing a set of common data entities. This allows consistency across all apps and platforms and simplifies integration to other platforms and products.

CDM provides a set of standard core entities, the most common of which are these:

  • Account
  • Contact
  • Activity
  • Owner
  • Currency
  • Task

These entities are leveraged in the various Dynamics 365 modules, as well as the Talent application for HR and other accelerators. Partners and ISVs also use these entities, along with their own custom entities, when building new solutions for their platforms.

CDM's value comes from its ability to provide consistency in both a structural and semantic way for all integrated apps. Furthermore...