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

Marketing execution

At the top of the list for marketing channels, email marketing remains king. For this reason, Dynamics 365 for Marketing includes a new robust set of features. For those familiar with the marketing features in previous versions, you might remember the clunky interface and the limited capabilities around creating dynamic emails. Yes, you had the ability to populate dynamic values in your emails, but that's where the flexibility stopped. These emails were bland and non-formatted enough for internal notifications but not much more.

Welcome to the new generation of email marketing. Dynamics 365 for Marketing now allows not only dynamic content but also allows us to format email messages with rich, graphical presentations. In addition, now, we have support for an increased volume of email communications, capabilities to monitor the user's interaction with these emails, and can also map customer journeys based on these interactions. Advanced analytics...