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 the Customer Service dashboards

Just like all the other available applications with Dynamics 365, the Customer Service Hub provides a set of default dashboards built to leverage the standard configuration. Of course, the moment you start building up and expanding the core platform functionality, you must consider updating these dashboards or creating new ones to include the newly configured elements.

The Customer Service Hub adds on top of the standard dashboards; that is, the Tier 1 Dashboard and the Tier 2 Dashboard. These two dashboards are, in a way, different from the regular dashboards as they provide a richer experience. You can change the view from the standard Stream View to a Tiled View. The Tiled View shows aggregated totals in card format, as shown here:

Furthermore, filters can be applied so that we can only view a subset of the data presented in these dashboards. This way, if you are assigned only a specific type of Case to work on, you can directly filter...