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

Handling scenarios in Field Service

Typically, working with the Field Service functionality involves several users, and a standard multi-step process. The main categories are as follows:

  1. Capturing a work order: We begin our work with the first scenario, which includes the creation of a new work order. This can be created either manually, basically starting from scratch, or automated based on real-time data supplied from IoT devices. Alternatively, a case in customer service can result in the creation of a work order. This process can be automated, resulting in less manual input. This is typically done by a customer service representative role user.
  2. Scheduling resources: Once a work order is created, we move on to the second scenario, which is scheduling. Now that we know what the issue is, and the expected resolution, we need to look for the best available resource to complete this work, at the earliest available date and time. This is done typically by a resource scheduler role user...