Summary and resources
In this module, you learned about the role of customers and activities in Dynamics 365 customer engagement apps. Customers can be businesses or individuals, and are represented by account and contact records. Accounts represent companies or organizations, while contacts represent individuals. These records can be related to each other, and contacts can be associated with specific accounts. Activities in Dynamics 365 help track customer communications, such as notes, emails, phone calls, appointments, and tasks. Activities can be associated with contacts, accounts, and other types of records depending on the application.
The main takeaways from this module are:
- Customers are a critical part of CRM solutions and Dynamics 365 supports both B2B and B2C customer models.
- Account and contact records are used to represent customers in Dynamics 365, and they can be related to each other.
- Activities help track customer communications and can be associated with contacts, accounts, and other records.
- Dynamics 365 provides various ways to locate and access data, including filtering, searching, and using views.
- Reporting capabilities in Dynamics 365 include views, charts, dashboards, and integration with Power BI.
- Excel integration allows users to export data from Dynamics 365 into Excel for analysis and reporting.
- Sharepoint integration allows the Dynamics 365 customer engagement apps to use the document management capabilities of Sharepoint.
- Microsoft Teams integration enables collaboration and file sharing directly from within Dynamics 365.
- Outlook integration allows users to view and interact with Dynamics 365 information directly from Outlook.
Throughout this module, we:
- Examined the process of working with customers and activities
- Explained the different reporting capabilities
- Described the different integration options
Now that you understand the foundational capabilities available, consider exploring the other customer engagement applications in more detail. These include Dynamics 365 Sales, Dynamics 365 Customer Insights, Dynamics 365 Customer Service, and Dynamics 365 Field Service.