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

To get the most out of this book

To follow along, you will need a computer connected to the internet. The solution is presented as a web application that is primarily cloud-hosted.

Certain features will require you to have the local Microsoft Office applications installed. We touch on using Microsoft Word for templates, as well as Microsoft Excel for working with tabular data. While you could use the online versions of these applications, you will have a better experience with the locally installed applications.

In addition to that, we touch on the mobile application that is available. This will require a mobile device with a recent mobile OS version. Both Android and iOS are supported.

Software/hardware covered in the book

OS requirements

Computer with an internet connection Windows or macOS
Office suite Microsoft Word and Microsoft Excel
Mobile device Android or iOS

Download the color images

We also provide a PDF file that has color images of the screenshots/diagrams used in this book. You can download it here: https://static.packt-cdn.com/downloads/9781789950243_ColorImages.pdf

Conventions used

There are a number of text conventions used throughout this book.

CodeInText: Indicates code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles. Here is an example: "Navigate to your OneDrive, create a folder called PowerApps, and create a new Excel file. We’ll call this file Customers.xlsx."

Bold: Indicates a new term, an important word. Here is an example: The extensibility model leverages the Common Data Model (CDM) along with the Common Data Service (CDS) for apps, which is also an integral part of the Power Platform.

Screen text: Indicates words that you see onscreen. For example, words in menus or dialog boxes appear in the text like this. Here is an example: "In the User name area, click on the Get a new email address link to create a new address."

Warnings or important notes appear like this.
Tips and tricks appear like this.