Description:

Dynamics 365 Customer Engagement (or Customer Relationship Management/CRM) is a collection of the following applications: Sales, Customer Service, Field Service, and Customer Insights – Journeys (formerly Marketing). These apps come readily available with several tables, relationships, columns, and more. 

Note: the name “Customer Engagement” isn’t widely used by Microsoft anymore and you’ll see the apps regarded independently in documentation. 

Show Notes:

Learn more about tables and relationships: https://learn.microsoft.com/en-us/power-apps/developer/data-platform/reference/about-entity-reference  

Sales tables: https://learn.microsoft.com/en-us/dynamics365/sales/developer/sales-entities-lead-opportunity-competitor-quote-order-invoice 

Check out season 4 episode 4 to learn more about the Dynamics 365 CE/CRM apps. https://dynamicshotdish.com/podcast/ep-4-what-is-dynamics-365/ 

Some tables are only available with certain licenses; these are called “restricted tables”. Learn more: https://learn.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-restricted-entities  

Always keep an eye on the licensing guide to make sure you have the correct license structure for your business. As of the time of this episode (March 2024), this is the most current Dynamics 365 licensing guide: https://download.microsoft.com/download/9/6/7/96706B15-1CBE-47B7-AB9E-6BC31A377BBB/Dynamics%20365%20Licensing%20Guide%20Feb%202024.pdf  

Check out our season 4 episode 5 to learn more about the Power Platform, where we touch on model-driven apps. The Dynamics 365 CE/CRM apps are all model-driven apps that come with base functionality. You can build custom model-driven apps for your business as well. Get started with model-driven apps: https://learn.microsoft.com/en-us/training/modules/get-started-with-model-driven-apps-in-powerapps/  

As of the posting of this episode (March 2024), this is the current Power Platform licensing guide that includes information on licensing for Power Apps, which includes model-driven apps: https://download.microsoft.com/download/9/5/6/9568EFD0-403D-4AE4-95F0-7FACA2CCB2E4/Power%20Platform%20Licensing%20Guide%20February%202024.pdf  

Learn about the Quality a Lead process that we discuss in this episode: https://learn.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales  

Dynamics 365 and Power Platform resources for non-profits: https://www.microsoft.com/en-us/nonprofits/dynamics-365?activetab=pivot1%3aprimaryr3