Fundamentals of CRM with Dynamics 365 and Power Platform: Enhance your customer relationship management by extending Dynamics 365 using a no-code approach
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Explore the latest features of Dynamics 365 and Power Platform’s out-of-the-box tools to build custom business solutions for your organization
Key FeaturesDiscover impressive Dynamics 365 features to transform your business and increase productivityLeverage the platform’s extensibility to meet your organizational needsUnderstand how Power Platform powers Dynamics 365 and enhances its integration capabilitiesBook Description
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.
What you will learnGet to grips with Power Platform for building and enhancing Dynamics 365 appsIntegrate Dynamics 365 CRM with Microsoft 365, Azure, and other platformsDiscover how you can customize existing entities and create new onesExplore various security features and grant users access to CRM data and functionsFind out which CRM attributes are used to automate operations with programmingUse internal and external social data to help users to make informed decisionsWho this book is for
This book is for customers and project stakeholders, new functional consultants, business administration users, and project managers looking to get up and running with the latest features of Dynamics 365 and Power Platform. This guide will help non-developers become acquainted with a no-code approach to customization and configuration. A basic understanding of relational data and customer management concepts will help you get the most out of this book.
Table of ContentsGetting Started with Dynamics 365Dynamics 365 Platform StructureDynamics 365 Sales ApplicationDynamics 365 Customer ServiceDynamics 365 Field ServiceDynamics 365 Project Service AutomationDynamics 365 for marketingDynamics 365 customer engagement and the power platformCustomizing Dynamics 365Building better business functionalityOut of the box integration capabilitiesCustom integration capabilitiesCore Administration Concepts
ASIN : B08HYWX6VL
Publisher : Packt Publishing; 1st edition (October 6, 2020)
Publication date : October 6, 2020
Language : English
File size : 73514 KB
Text-to-Speech : Enabled
Screen Reader : Supported
Enhanced typesetting : Enabled
X-Ray : Not Enabled
Word Wise : Not Enabled
Print length : 634 pages
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3 reviews for Fundamentals of CRM with Dynamics 365 and Power Platform: Enhance your customer relationship management by extending Dynamics 365 using a no-code approach
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Mark D. Slosberg –
Solid Overview and Breadth with both Business ans Technical Value.
This is a solid book that covers the breadth of the Dynamics365 âCRMâ platform as offered by Microsoft. It serves the basic needs of someone who is both trying to understand the many elements of the platform and get started implementing on a firm footing lowering the risk of a runaway âcustomizationâ project both budgetary and timeline.While well-written and seemingly âaccurateâ its challenge is somewhat the same as Microsoftâs in that they struggle to leverage off a convoluted definition of what the definition of âCRMâ is. What Microsoft has is actually an application development platform that has been tailored for a diverse set of pre-written business application supporting Sales, Marketing, Customer Service, Field Service and Project Services that all hang off of a core âCommon Data Modelâ. You can implement any one or more of these pre-written solutions and have them all speak (relatively) cleanly to one another.The challenge is that is is complicated and difficult to process. This first part of this book goes a long way to a better understanding of the products and how they fit together. Essential for understand the sales mumbo-jumbo that comes either from Microsoft and/or its implementation partners because rarely, if ever, can you do an implementation of this product without heavy customization and tailoring that makes it anything but an âout of the boxâ experience. This first part is valuable for business decision makers and IT Management.From there the book takes on a decidedly technical direction covering topics like the âdetailsâ of customization and configuration, integration and application management. While it isnât detailed enough to actually train you on how to really do anything or give you any hint about the fact that as a cloud-based platform Microsoft is changing the details quarterly (or even more often) which requires one to be immersed in the âcommunityâ of support to keep up or heavily reliant on your chosen integrator it will help you better understand the challenges that await you.This section is valuable for IT Management in that itâs breadth does give you a framework to keep control of your integrator or internal team by helping you draft contracts that can keep your integrator or internal development and operations team honest.One thing that I wished that it had was more âuserâ perspective. The challenge implementing projects that drive the users to upgrade and âdigitizeâ tradition business process as the D365 platform facilitates is that ultimately the success of the project is driven by the level of enthusiasm and adoption exhibited by the users. It touches briefly at the end on Microsoftâs fast-emerging Power Platform built around the D365 core but vastly extending the ability to deliver high quality mobile and highly tailored applications that have the potential to make users very happy and willing to adopt and make the project successful. This is a missed opportunity but one that could be addressed in a subsequent volume.
Mar Llambà –
A must for any Dynamics and Power Platform consultant
If I had to suggest this book to someone, it would undoubtedly be any functional specialist who wants to step in the Dynamics world or wants to update. I do consider that it is a book that touches on all the details of Dynamics 365 and all its modules, however it does not go into the detail that a truly technical specialist consultant would need.What I LIKE:The author strategically introduce to us all the elements of the platform while describing the modules that Dynamics 365 is made of. The author offers us several tips and exposes many details of the use of the functionalities. In addition, I must emphasize how he gets the reader familiar with everything behind the “curtain”. I must admit that my favorite section as a technical profile is chapter 12, where it is indicated “how to open the platform”.What I DON’T LIKE:After reading the book I have a strange feeling of not understanding what the original purpose of it was. It seems to me that it delves too little to be a technical manual, the last section is superfluous if it wanted to be an introductory and functional manual and sometimes I think that it delves into few things (Like the Customer Service chapter, where I miss more detail).Like many books in the Power Platform world, there are certain functionalities /names that are already deprecated and it is a pity, because these don’t benefit the book.Finally, although the book has seemed very complete, I have honestly not seen a high added value over other existing documentation.
Marie Conti –
I am an MCT and a trainer for Power Platform. In my courses I often notice that my participants are very interested in the topic, but often came across it by chance, for example because they want to automate processes with SharePoint lists. The possibilities of Dataverse are new to many, and this is because the relationship between Power Platform and Dynamics is not known. This book closes the gap. It introduces the basic modules of Dynamics, gives a good overview, and then moves on to Customization and Power Apps. In the meantime, I recommend this book in Power Platform trainings when participants have no Dynamics experience.have. As a basic book, I can recommend it absolutely. By the way, whether you are “forced” to rate it or not, neither the book nor the author can be held responsible for that. It is a pity when such ratings lower the average of a recommendable book. A pity and unnecessary.