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 Project Service Automation scenarios

To support the entire PSA functionality, some additional entities and processes are available with this solution. They are divided into the following major scenarios:

  • Planning and Delivering Projects: Includes functionality for project management to create a project structure and a schedule
  • Billing: Includes functionality for estimating and tracking project costs and invoicing
  • Resources: Includes functionality for resource management and scheduling

Let's have a look at these scenarios individually to understand the functionality that's provided for the various aspects of project management.

Creating and managing projects

Once a sale has been successful, we have a project on our hands, and we are ready to start working on it. A standard project screen looks like this:

The PSA solution allows you to create Projects in two ways:

  • You can create a brand-new project from scratch.
  • You can create a project based on a project template...