Welcome to my blog series about Dynamics 365 Customer Engagement! In this series, I’ll explore the Dynamics 365 features, use cases, customization capabilities, development possibilities, integration functionalities, and D365-related technologies such as the Power platform, Azure functions, and much more.

This series is designed for three specific audience members:

1. Developers.
2. Power Apps Makers.
3. Functional Consultants.
   
   

I will be discussing D365 technical and business topics in depth, with use cases and business scenarios. So, stay tuned!

In this post, I will begin by sharing the core features and advantages of Dynamics 365 Customer Engagement.

Let’s jump directly to the first question that comes to mind when someone says that they work as a  “Dynamics 365 CE Developer:” What is Dynamics 365 CE?

Dynamics 365 Customer Engagement is a business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), which empowers organizations to improve their business processes and fuel business growth.

Dynamics 365 CE can be used as is by installing the app that matches your business needs, such as Sales, Marketing, Customer Service, and more. Additionally, it can be customized or extended to add new functionalities tailored specifically to your business requirement. This flexibility allows organizations to select and implement applications that best suit their business requirements, resulting in a customized solution.

Dynamics 365 CE provides a range of customization capabilities that enable organizations to tailor the platform according to their business processes. Custom entities, fields, workflows, and business rules can be easily configured without the need for coding.

Dynamics 365 CE seamlessly integrates with Microsoft products and services, like Power Automate, Power Apps, and Power BI. This integration empowers organizations to enhance the platform’s capabilities by building custom solutions, workflows, and dashboards that integrate smoothly with their existing systems.

So, what is the Power Platform then?

The Power Platform encompasses Microsoft products and services, such as Power Apps, Power BI, and Power Automate. These tools collaborate harmoniously to assist organizations in building business solutions.

The D365 Apps are built on top of Power Platform Dataverse, utilizing the Common Data Model. This integration has made the Concept of XRM (anything relationship management) even more interesting! You no longer need to install and pay for an app that you do not need all features for in order to leverage the power of D365 features, you can now use Power Platform Dataverse and other Power Platform-related technologies for building fully customized, integrated, secure solutions.

The Power Platform adopts the concept of “Low Code/No Code,” so now you do not need to write programming code to build an end-to-end application with Power Platform. This allows non-professional developers to build solutions using interfaces and configuration tools rather than starting from scratch with coding.

On the other hand, the “low code” represents a more advanced level of development. It allows users to take advantage of built components and templates that speed up application development. While some coding knowledge is still required, the focus is on simplifying the development process by providing a user-friendly environment.

So now you can implement a complete solution that includes building a portal for your customer, providing a mobile app for your internal employees, and implementing an application for your back-office team, with a few customization and configuration steps!

Here’s a breakdown of the features and capabilities of both Dynamics 365 and the Microsoft Power Platform:

Dynamics 365 Apps:

• Dynamics 365 for Sales: Keep track of leads, opportunities, and customer interactions. Automate sales processes and manage sales pipelines.
• Dynamics 365 for Customer Service: Efficiently address customer cases and provide self-service options for customer support.
• Field Service: Optimize field operations by scheduling resources, managing work orders, and offering access and assistance to technicians on the field.
• Marketing Automation: Plan and execute marketing campaigns, generate leads, and track marketing performance.
• Dynamics 365 Finance: Effectively manage finances, budgets, and reporting, enabling tracking and analysis of performance.
• Dynamics 365 Supply Chain: Optimize supply chain operations, handle inventory management efficiently, and accurately forecast demand.
• Human Resources: Simplify HR processes by managing employee data, benefits administration, and performance tracking.
• Commerce: Oversee physical operations with features like point-of-sale systems, inventory management, and customer loyalty programs.
• Project Service Automation:  Effectively plan, manage, and deliver projects by providing tools for project scheduling, resource management, time and expense tracking, and collaboration.

Microsoft Power Platform:

• Power Apps: Create custom applications using a user interface. Connect to data sources to bring data into your app from various resources and incorporate business logic without extensive coding knowledge.
• Power Automate: Automate workflows to streamline tasks across applications and services.
• Power BI: Create reports and dashboards, conduct data analysis, and extract insights from your data.
• Power Virtual Agents: Construct chatbots with natural language capabilities to automate customer support and provide self-service options.

Both Dynamics 365 and the Power Platform:

• Integration: Seamlessly connect with each other and other Microsoft products facilitating data sharing and interoperability.
• Scalability: Adapt effortlessly to meet the requirements of businesses from small organizations to enterprises.
• Security: Rest assured your business is safe with robust security measures and compliance with data protection regulations.
  
  

In the upcoming posts, I will be diving into each module in detail, sharing tips, tricks, and best practices with real-life use cases.

I invite you to keep following our blog and stay tuned for posts, where we will explore these modules in depth and provide insights that can enhance your organization’s productivity, efficiency, and overall growth.

Thank you for joining us on this journey. We are excited to equip you with the knowledge and resources to leverage Dynamics 365 and the Power Platform. Let’s work together to unlock their potential!

To learn more about Dynamics 365 and how it can benefit your business, contact us today  to schedule a private meeting or a free workshop with Dynamics 365 solutioning team. With the power of Dynamics 365 at your fingertips, you can streamline business processes and take your business to the next level.