Summary and resources

  • 3 minutes

In this module, you learned about customer relationship management (CRM) and its impact on businesses. CRM involves attracting and maintaining strong relationships with customers through customer engagement. Dynamics 365 customer engagement apps are Microsoft's CRM applications that help organizations manage customer relationships. These apps can be used individually or together to create personalized marketing, sales, and service experiences using data and intelligence.

You also learned about the Microsoft Power Platform, which is the foundation of Dynamics 365 customer engagement apps. The Power Platform combines PowerApps, Power BI, Power Automate, and Power Virtual Agents into one business application platform. Dynamics 365 customer engagement apps are model-driven applications built using Power Apps and use other Power Platform components like Power BI, Power Automate, Power Virtual Agents, and Power Pages.

Microsoft Dataverse is another key element in Dynamics 365 customer engagement apps. It's a secure data storage and management platform used to store and secure data used by these apps. Dataverse allows organizations to create custom tables specific to their needs and provides benefits like easy management, security, rich metadata, logic and validation, and productivity tools.

Lastly, you explored the different use cases for Dynamics 365 customer engagement apps. These apps include Dynamics 365 Customer Insights, Sales, Customer Service, Field Service, and Project Operations. Each app serves a specific purpose but shares common elements to provide a unified experience. For example, Dynamics 365 Sales helps manage sales cycles, while Dynamics 365 Customer Service enhances customer support. When combined, these apps provide a complete solution for managing customer relationships.

Throughout this module, we:

  • Described the different use cases for Dynamics 365 customer engagement apps.
  • Described the Microsoft Power Platform about Dynamics 365 apps.
  • Explained what Microsoft Dataverse and its use.
  • Examined the different Dynamics 365 customer engagement apps.
  • Reviewed the different options for accessing customer engagement applications.
  • Described capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps.

References

Microsoft Business Applications

Dynamics 365

Customer Engagement Applications

Microsoft Power Platform

Power Apps

Copilot in Dynamics 365

For further study

Microsoft Dataverse