Citizen Relationship Management Solution
- A centralized citizen database that stores and manages citizen information, including demographics, contact details, service history, and interactions with the government.
- Enables a comprehensive view of citizens and their needs, facilitating personalized services and targeted engagement.
- Focuses on enhancing citizen engagement, improving service delivery, and fostering a positive relationship between the government and its citizens.
- Streamline citizen interactions, track citizen data, and provide personalized services.
- Provides robust data privacy and security measures to protect citizen information and ensure compliance with relevant regulations.
- Data encryption, authentication mechanisms, and regular data backups are also typically employed to maintain data security.
- Native Integration with Microsoft Application (Outlook, SharePoint, Lync, Exchange).
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Web based solution Built on Dynamic xRM Framework
ISO 10002 standards compliance
Collect and manage citizen data
Allows to track & manage citizen inquiries, requests, complaints.
A Customer-focused environment
Intelligent Customer engagement
Integrate various channels, such as websites, mobile apps, call centers, and in-personinteractions, to ensure citizens can access services through their preferred channels.
Provides transparency and real-time updates on the status of requests, improving citizen satisfaction and reducing the need for follow-up inquiries.
Aims to promote meaningful engagement between the government and citizens.
Robust analytics and reporting capabilities to analyze citizen data, track performance metrics, and generate reports.
Modules
CITIZEN PROFILE MANAGEMENT
GOVERNMENT PROGRAM MANAGEMENT
ENROLLMENT MANAGEMENT
SERVICE REQUEST MANAGEMENT
ACTIVITIES MANAGEMENT
NOTIFICATION MANAGEMENT
ESCALATION MANAGEMENT
ANALYTICS
REPORTING
SLA
A user profile management system enables organization to perform the task by saving key profile info to a central location and delivering it to users when they need it. A user profile management system can introduce invaluable benefits to the user environment, such as address failure recovery, smooth roaming, profile corruption avoidance,migration support and KPI improvement.
In Microsoft Dynamics 365, profile management refers to the process of managing user profiles and security roles within the system. Profile management in D365 involves managing Account & Contacts and are fundamental entities used for managing customer information and relationships.
Accounts: Accounts represent organizations or companies with which your business interacts. It could be a customer, prospect, partner, competitor, or any other entity that your business engages with. Accounts can be associated with various attributes, such as company name, address, industry, revenue, and more. In D365 CRM, accounts serve as a central repository for storing and tracking information related to a particular organization.
Contacts: Contacts represent individuals associated with the accounts in your CRM system. These individuals can be employees, decision-makers, stakeholders, or any other person relevant to the business relationship. Contacts are typically linked to an account, allowing you to establish the organizational hierarchy. Contact records contain details such as name, job title, phone number, email address, and other contact information. Additionally, contacts can be associated with activities, opportunities, cases, and other related records.
The relationship between accounts and contacts is hierarchical, where contacts are often linked to a parent account. This hierarchy allows you to understand the organizational structure of your customers and their respective contacts. In some cases, contacts can be associated with multiple accounts, such as when an individual is involved in more than one organization.
D365 CRM provides robust functionality for managing accounts and contacts, including features like:
• Creating and editing account and contact records.
• Tracking interactions and activities associated with accounts and contacts.
• Managing communication through emails, phone calls, and appointments.
• Maintaining historical data and relationship history.
• Linking accounts and contacts to opportunities, cases, leads, and other relevant records.
• Implementing customer segmentation and targeting using account and contact attributes.
• Running reports and analytics to gain insights into customer relationships.
These are some of the key aspects of accounts and contacts in D365 CRM. The system offers extensive customization options, allowing organizations to tailor these entities and their associated fields to match their specific business requirements.
In Microsoft Dynamics 365, profile management refers to the process of managing user profiles and security roles within the system. Profile management in D365 involves managing Account & Contacts and are fundamental entities used for managing customer information and relationships.
Accounts: Accounts represent organizations or companies with which your business interacts. It could be a customer, prospect, partner, competitor, or any other entity that your business engages with. Accounts can be associated with various attributes, such as company name, address, industry, revenue, and more. In D365 CRM, accounts serve as a central repository for storing and tracking information related to a particular organization.
Contacts: Contacts represent individuals associated with the accounts in your CRM system. These individuals can be employees, decision-makers, stakeholders, or any other person relevant to the business relationship. Contacts are typically linked to an account, allowing you to establish the organizational hierarchy. Contact records contain details such as name, job title, phone number, email address, and other contact information. Additionally, contacts can be associated with activities, opportunities, cases, and other related records.
The relationship between accounts and contacts is hierarchical, where contacts are often linked to a parent account. This hierarchy allows you to understand the organizational structure of your customers and their respective contacts. In some cases, contacts can be associated with multiple accounts, such as when an individual is involved in more than one organization.
D365 CRM provides robust functionality for managing accounts and contacts, including features like:
• Creating and editing account and contact records.
• Tracking interactions and activities associated with accounts and contacts.
• Managing communication through emails, phone calls, and appointments.
• Maintaining historical data and relationship history.
• Linking accounts and contacts to opportunities, cases, leads, and other relevant records.
• Implementing customer segmentation and targeting using account and contact attributes.
• Running reports and analytics to gain insights into customer relationships.
These are some of the key aspects of accounts and contacts in D365 CRM. The system offers extensive customization options, allowing organizations to tailor these entities and their associated fields to match their specific business requirements.
Global Search is one of the most widely used features in Dynamics 365 since there is need to lookup records on a regular basis. Global search makes finding records easy because it allows users to query the entire D365 database in a quick and easy way.
Global search is great for looking up records if you only have a rough idea or small piece of information to go on. This is because global search checks multiple entities and multiple key fields in those entities for your search word.
Some of the key features of the built-in global search in Microsoft Dynamics 365:
Search across multiple entities: The global search feature allows users to search for data across multiple entities simultaneously. This means that you can search for records across entities like accounts, contacts, leads, opportunities, and more.
Quick search: Users can enter their search keywords in the global search box, and Dynamics 365 will display the search results in real-time as you type. This provides quick and responsive search results.
Search within entity records: The global search not only searches for entity records but also looks within the record fields. It can search for specific keywords within entity records, making it easier to find relevant information.
Advanced search capabilities: The global search in Dynamics 365 provides advanced search capabilities such as filtering and refining search results based on specific criteria. Users can use filters like entity type, date range, owner, etc., to narrow down their search results.
Global search is great for looking up records if you only have a rough idea or small piece of information to go on. This is because global search checks multiple entities and multiple key fields in those entities for your search word.
Some of the key features of the built-in global search in Microsoft Dynamics 365:
Search across multiple entities: The global search feature allows users to search for data across multiple entities simultaneously. This means that you can search for records across entities like accounts, contacts, leads, opportunities, and more.
Quick search: Users can enter their search keywords in the global search box, and Dynamics 365 will display the search results in real-time as you type. This provides quick and responsive search results.
Search within entity records: The global search not only searches for entity records but also looks within the record fields. It can search for specific keywords within entity records, making it easier to find relevant information.
Advanced search capabilities: The global search in Dynamics 365 provides advanced search capabilities such as filtering and refining search results based on specific criteria. Users can use filters like entity type, date range, owner, etc., to narrow down their search results.
Using your phone, tablet, and other mobile devices for work is a great way to stay informed and work on business projects while you’re away from the office.Mobility refers to the ability to access and interact with the CRM system using mobile devices such as smartphones and tablets. Microsoft provides various mobile apps and features that enable users to stay connected to their CRM data and perform tasks while on the go.
Basic Mobility and Security can help you secure and manage mobile devices like iPhones, iPads, Androids, and Windows Phones used by licensed Microsoft 365 users in your organization. You can create mobile device management policies with settings that can help control access to your organization’s Microsoft 365 email and documents for supported mobile devices and apps. If a device is lost or stolen, you can remotely wipe the device to remove sensitive organizational information.
Some key aspects of mobility in Microsoft Dynamics 365:
Mobile Apps: Microsoft offers dedicated mobile apps for Dynamics 365, available for iOS, Android, and Windows devices. These apps provide a mobile-friendly interface and allow users to access CRM data, view records, update information, and perform essential tasks from their mobile devices.
Offline Access: The Dynamics 365 mobile apps support offline access, enabling users to continue working even when they don't have an internet connection. Users can view and edit records, and their changes will be synchronized with the CRM system once a connection is restored.
Customization and Configuration: The mobile apps can be customized and configured to match specific business requirements. Administrators can define which entities and fields are available on the mobile interface, tailor forms and views, and configure security settings to control access to data.
Mobile Task Flows: Task flows provide step-by-step guidance for users to complete specific processes or workflows. Mobile task flows are designed specifically for mobile devices, providing a simplified and intuitive interface for users to follow instructions and complete tasks efficiently.
Mobile Offline Sync: The mobile offline sync feature allows users to select specific records, views, or data sets to be synchronized with their mobile devices for offline access. This ensures that users have the necessary information available even when they are not connected to the internet.
Mobile Notifications: Users can receive push notifications on their mobile devices to stay informed about important updates and events in Dynamics 365. These notifications can be configured to alert users about new leads, opportunities, tasks, or other relevant CRM activities.
Location Services: Dynamics 365 mobile apps can leverage location services on mobile devices to provide location-based functionality. For example, users can get directions to a customer's location, view nearby accounts, or capture GPS coordinates for field activities.
Basic Mobility and Security can help you secure and manage mobile devices like iPhones, iPads, Androids, and Windows Phones used by licensed Microsoft 365 users in your organization. You can create mobile device management policies with settings that can help control access to your organization’s Microsoft 365 email and documents for supported mobile devices and apps. If a device is lost or stolen, you can remotely wipe the device to remove sensitive organizational information.
Some key aspects of mobility in Microsoft Dynamics 365:
Mobile Apps: Microsoft offers dedicated mobile apps for Dynamics 365, available for iOS, Android, and Windows devices. These apps provide a mobile-friendly interface and allow users to access CRM data, view records, update information, and perform essential tasks from their mobile devices.
Offline Access: The Dynamics 365 mobile apps support offline access, enabling users to continue working even when they don't have an internet connection. Users can view and edit records, and their changes will be synchronized with the CRM system once a connection is restored.
Customization and Configuration: The mobile apps can be customized and configured to match specific business requirements. Administrators can define which entities and fields are available on the mobile interface, tailor forms and views, and configure security settings to control access to data.
Mobile Task Flows: Task flows provide step-by-step guidance for users to complete specific processes or workflows. Mobile task flows are designed specifically for mobile devices, providing a simplified and intuitive interface for users to follow instructions and complete tasks efficiently.
Mobile Offline Sync: The mobile offline sync feature allows users to select specific records, views, or data sets to be synchronized with their mobile devices for offline access. This ensures that users have the necessary information available even when they are not connected to the internet.
Mobile Notifications: Users can receive push notifications on their mobile devices to stay informed about important updates and events in Dynamics 365. These notifications can be configured to alert users about new leads, opportunities, tasks, or other relevant CRM activities.
Location Services: Dynamics 365 mobile apps can leverage location services on mobile devices to provide location-based functionality. For example, users can get directions to a customer's location, view nearby accounts, or capture GPS coordinates for field activities.
Microsoft Dynamics 365 is a comprehensive business management platform that offers support for multiple languages to cater to global users. Language support enables users to interact with the system and perform various tasks in their preferred language, enhancing usability and accessibility.If your organization has people who use a language other than the base language you chose when you deployed Dynamics 365 Customer Engagement (on-premises), you can add more languages.
Some key aspects of language support in Microsoft Dynamics 365:
User Interface Translation: Dynamics 365 provides translations for the user interface elements, such as menus, buttons, labels, and messages. This allows users to navigate and interact with the system in their preferred language.
Multilingual Capabilities: Dynamics 365 allows you to define multiple languages within the system, enabling users to switch between languages seamlessly. This is particularly useful in multinational organizations where users across different regions can work in their respective languages.
Language Packs: Microsoft offers language packs that contain translations for various languages. These language packs can be installed in Dynamics 365 to enable language-specific translations. The availability of language packs may depend on the specific product version and licensing agreements.
Localization: Dynamics 365 supports localization, which involves adapting the system to meet the specific requirements of a particular region or country. Localization includes features such as date and time formats, currency symbols, address formats, and regulatory compliance specific to a region.
Translation Services: Dynamics 365 can integrate with translation services to facilitate the translation of custom or user-defined content. This allows organizations to translate customized entities, fields, or labels to match their specific business needs.
Some key aspects of language support in Microsoft Dynamics 365:
User Interface Translation: Dynamics 365 provides translations for the user interface elements, such as menus, buttons, labels, and messages. This allows users to navigate and interact with the system in their preferred language.
Multilingual Capabilities: Dynamics 365 allows you to define multiple languages within the system, enabling users to switch between languages seamlessly. This is particularly useful in multinational organizations where users across different regions can work in their respective languages.
Language Packs: Microsoft offers language packs that contain translations for various languages. These language packs can be installed in Dynamics 365 to enable language-specific translations. The availability of language packs may depend on the specific product version and licensing agreements.
Localization: Dynamics 365 supports localization, which involves adapting the system to meet the specific requirements of a particular region or country. Localization includes features such as date and time formats, currency symbols, address formats, and regulatory compliance specific to a region.
Translation Services: Dynamics 365 can integrate with translation services to facilitate the translation of custom or user-defined content. This allows organizations to translate customized entities, fields, or labels to match their specific business needs.
Personalized interaction in Microsoft Dynamics 365 refers to the ability to tailor the system's behavior and user experience to meet individual users' preferences and needs. It aims to enhance user productivity, efficiency, and satisfaction by providing a customized and contextually relevant experience. Here are some aspects of personalized interaction in Dynamics 365:
Personalized Dashboards: Dynamics 365 allows users to create and customize dashboards based on their specific role, responsibilities, and preferences. Users can arrange and display relevant data, charts, graphs, and key performance indicators (KPIs) on their dashboards to gain quick insights into their work and monitor important metrics.
Configurable Forms: Users can personalize their forms by customizing the layout, fields, and sections to match their workflow and data entry requirements. They can rearrange fields, hide or show sections, and even add custom fields to capture additional information relevant to their tasks.
Saved Views: Dynamics 365 enables users to save their preferred views of data, allowing them to quickly access the information that matters most to them. They can define filters, sorting options, and column layouts within grids and lists and save these views for easy retrieval and consistent access to relevant data.
Personalized Notifications: Users can configure notifications and alerts in Dynamics 365 to receive timely updates on important events, tasks, or changes. These notifications can be personalized based on users' roles, preferences, and specific criteria, ensuring they stay informed about critical activities or data updates.
Personal Options: Dynamics 365 provides personalization options in the system settings that allow users to customize their experience further. Users can adjust settings such as language preferences, default time zone, date formats, and other display options to align with their personal preferences and working style.
Recommendations and Insights: Dynamics 365 utilizes AI and machine learning capabilities to provide personalized recommendations and insights to users. It can analyze user behavior, historical data, and patterns to offer suggestions, predictive analytics, and contextual information that can assist users in making informed decisions and taking appropriate actions.
Personalized Dashboards: Dynamics 365 allows users to create and customize dashboards based on their specific role, responsibilities, and preferences. Users can arrange and display relevant data, charts, graphs, and key performance indicators (KPIs) on their dashboards to gain quick insights into their work and monitor important metrics.
Configurable Forms: Users can personalize their forms by customizing the layout, fields, and sections to match their workflow and data entry requirements. They can rearrange fields, hide or show sections, and even add custom fields to capture additional information relevant to their tasks.
Saved Views: Dynamics 365 enables users to save their preferred views of data, allowing them to quickly access the information that matters most to them. They can define filters, sorting options, and column layouts within grids and lists and save these views for easy retrieval and consistent access to relevant data.
Personalized Notifications: Users can configure notifications and alerts in Dynamics 365 to receive timely updates on important events, tasks, or changes. These notifications can be personalized based on users' roles, preferences, and specific criteria, ensuring they stay informed about critical activities or data updates.
Personal Options: Dynamics 365 provides personalization options in the system settings that allow users to customize their experience further. Users can adjust settings such as language preferences, default time zone, date formats, and other display options to align with their personal preferences and working style.
Recommendations and Insights: Dynamics 365 utilizes AI and machine learning capabilities to provide personalized recommendations and insights to users. It can analyze user behavior, historical data, and patterns to offer suggestions, predictive analytics, and contextual information that can assist users in making informed decisions and taking appropriate actions.
Workflow management in CRM involves the automation of business processes to streamline operations and improve efficiency. D365 provides a robust workflow engine that allows you to create, customize, and automate various processes within the CRM system.
Workflow Types: D365 offers two types of workflows: process workflows and custom workflows.
Process Workflows: These are visual workflows created using the built-in drag-and-drop workflow designer. Process workflows automate standard CRM entities' processes, such as leads, opportunities, cases, and more. They allow you to define stages, steps, conditions, and actions to be performed automatically.
Custom Workflows: Custom workflows are created using the Workflow Designer or by writing custom code. They provide more flexibility and can be used for advanced scenarios that cannot be achieved with process workflows alone. Custom workflows can integrate with external systems, perform complex calculations, and execute custom logic.
Advanced Workflow Capabilities: D365 offers additional advanced features to enhance workflow management:
Real-time workflows: These workflows execute synchronously, allowing immediate actions and interactions with users.
Child workflows: You can design workflows that call other workflows, enabling the creation of complex and modular processes.
Workflow templates: D365 provides pre-defined templates for common processes, saving time and effort in designing workflows from scratch.
Integration with Power Automate: Power Automate (formerly Microsoft Flow) allows you to create more advanced workflows and integrate with a wide range of external systems.
Workflow Types: D365 offers two types of workflows: process workflows and custom workflows.
Process Workflows: These are visual workflows created using the built-in drag-and-drop workflow designer. Process workflows automate standard CRM entities' processes, such as leads, opportunities, cases, and more. They allow you to define stages, steps, conditions, and actions to be performed automatically.
Custom Workflows: Custom workflows are created using the Workflow Designer or by writing custom code. They provide more flexibility and can be used for advanced scenarios that cannot be achieved with process workflows alone. Custom workflows can integrate with external systems, perform complex calculations, and execute custom logic.
Advanced Workflow Capabilities: D365 offers additional advanced features to enhance workflow management:
Real-time workflows: These workflows execute synchronously, allowing immediate actions and interactions with users.
Child workflows: You can design workflows that call other workflows, enabling the creation of complex and modular processes.
Workflow templates: D365 provides pre-defined templates for common processes, saving time and effort in designing workflows from scratch.
Integration with Power Automate: Power Automate (formerly Microsoft Flow) allows you to create more advanced workflows and integrate with a wide range of external systems.
The security model in Dynamics 365 (D365) CRM provides a robust framework for managing access to data and controlling user actions within the system. It ensures that sensitive information is protected and that users have appropriate permissions to perform their tasks.. The security model also promotes efficient data access and collaboration.
The goals of the model are as follows:
• Provide a multi-tiered licensing model for users. • Grant users access that allows only the levels of information required to do their jobs. • Categorize users and teams by security role and restrict access based on those roles. • Support data sharing so that users can be granted access to objects they do not own for a one-time collaborative effort. • Prevent access to objects a user does not own or share. Some of the key components of the security model in D365:
Security Roles: Security roles define the permissions and access levels for users or groups of users. Each role is associated with a set of privileges that determine what actions users can perform, such as read, write, delete, or share records. D365 provides default security roles, and you can customize or create new roles based on your organization's needs.
Business Units: Business units in D365 are used to organize and manage data and security within the organization. Each business unit can have its own set of security roles and hierarchy, allowing for fine-grained control over access to records and functionality.
Security Profiles: Security profiles enable you to control access to specific records based on predefined criteria. By associating a security profile with a record, you can restrict its visibility and ensure that only authorized users can view or modify it.
Hierarchical Security: D365 supports hierarchical security, allowing managers to have access to their subordinate's records. This feature ensures that users can access and manage records within their reporting structure while maintaining data privacy for other records.
Field-Level Security: Field-level security allows you to restrict access to specific fields within a record. You can specify which users or security roles have read or write access to individual fields, adding an additional layer of data protection.
Sharing and Record Ownership: D365 provides flexible sharing mechanisms that allow users to share records with other users or teams. Users can also own records, and the ownership determines the default access level. Ownership and sharing can be combined to provide granular control over record access.
Data Encryption: D365 CRM supports data encryption to protect sensitive information stored in the system. Encryption can be applied to specific fields or the entire database, ensuring that data is encrypted at rest and in transit.
Auditing and Logging: D365 offers auditing capabilities to track user actions, such as record access, modifications, or deletions. Auditing helps in monitoring user behavior, identifying security breaches, and maintaining data integrity.
External Identity Providers: D365 supports integration with external identity providers, such as Azure Active Directory, to enable single sign-on (SSO) and centralized user authentication and authorization management.
Data Loss Prevention (DLP): D365 CRM provides data loss prevention features to prevent accidental or unauthorized data exposure. DLP policies allow you to define rules to identify and protect sensitive data, such as credit card numbers or personally identifiable information (PII).
The goals of the model are as follows:
• Provide a multi-tiered licensing model for users. • Grant users access that allows only the levels of information required to do their jobs. • Categorize users and teams by security role and restrict access based on those roles. • Support data sharing so that users can be granted access to objects they do not own for a one-time collaborative effort. • Prevent access to objects a user does not own or share. Some of the key components of the security model in D365:
Security Roles: Security roles define the permissions and access levels for users or groups of users. Each role is associated with a set of privileges that determine what actions users can perform, such as read, write, delete, or share records. D365 provides default security roles, and you can customize or create new roles based on your organization's needs.
Business Units: Business units in D365 are used to organize and manage data and security within the organization. Each business unit can have its own set of security roles and hierarchy, allowing for fine-grained control over access to records and functionality.
Security Profiles: Security profiles enable you to control access to specific records based on predefined criteria. By associating a security profile with a record, you can restrict its visibility and ensure that only authorized users can view or modify it.
Hierarchical Security: D365 supports hierarchical security, allowing managers to have access to their subordinate's records. This feature ensures that users can access and manage records within their reporting structure while maintaining data privacy for other records.
Field-Level Security: Field-level security allows you to restrict access to specific fields within a record. You can specify which users or security roles have read or write access to individual fields, adding an additional layer of data protection.
Sharing and Record Ownership: D365 provides flexible sharing mechanisms that allow users to share records with other users or teams. Users can also own records, and the ownership determines the default access level. Ownership and sharing can be combined to provide granular control over record access.
Data Encryption: D365 CRM supports data encryption to protect sensitive information stored in the system. Encryption can be applied to specific fields or the entire database, ensuring that data is encrypted at rest and in transit.
Auditing and Logging: D365 offers auditing capabilities to track user actions, such as record access, modifications, or deletions. Auditing helps in monitoring user behavior, identifying security breaches, and maintaining data integrity.
External Identity Providers: D365 supports integration with external identity providers, such as Azure Active Directory, to enable single sign-on (SSO) and centralized user authentication and authorization management.
Data Loss Prevention (DLP): D365 CRM provides data loss prevention features to prevent accidental or unauthorized data exposure. DLP policies allow you to define rules to identify and protect sensitive data, such as credit card numbers or personally identifiable information (PII).
The Dynamics 365 Software Development Kit (SDK) is a collection of tools, libraries, and documentation provided by Microsoft to facilitate custom development and integration with Dynamics 365 CRM. The SDK includes various resources that developers can use to build applications, extend functionality, and interact with the CRM system. Here are some key components of the Dynamics 365 SDK:
Developer Tools: The SDK includes developer tools such as the Plugin Registration Tool, Configuration Migration Tool, and Package Deployer. These tools assist in registering plugins, deploying customizations, and managing configuration data during development and deployment processes.
Libraries: The SDK provides libraries for different programming languages, including .NET, JavaScript, and Java. These libraries offer classes and methods that allow developers to interact with Dynamics 365 CRM programmatically. They provide access to CRM entities, attributes, relationships, and services.
Web Services: The Dynamics 365 SDK includes web service endpoints, such as the Organization Service and the Web API. These web services allow developers to perform CRUD (Create, Read, Update, Delete) operations on CRM data, execute queries, manage metadata, and interact with various CRM components.
Plug-ins: The SDK enables developers to create custom plug-ins that can be registered within Dynamics 365 CRM. Plug-ins are custom code snippets that run in response to specific events or actions in the CRM system. They allow developers to extend and customize the behavior of the CRM platform.
Custom Workflow Activities: The SDK provides the ability to create custom workflow activities. Custom workflow activities are reusable components that can be used in workflows to perform complex operations or integrate with external systems.
XRM Tooling: XRM Tooling is a component of the Dynamics 365 SDK that provides additional capabilities for connecting and interacting with CRM instances. It includes authentication and connection management features, as well as helper classes for working with CRM metadata and data.
Documentation: The SDK documentation provides detailed information, guides, and examples on using the SDK components. It helps developers understand the CRM platform, its architecture, and the various APIs and services available for customization and integration.
The Dynamics 365 SDK is a valuable resource for developers working with Dynamics 365 CRM. It provides the necessary tools and resources to build custom applications, extend CRM functionality, and integrate external systems with the CRM platform. Developers can leverage the SDK to create custom plug-ins, workflows, and web applications that seamlessly interact with Dynamics 365 CRM.
Developer Tools: The SDK includes developer tools such as the Plugin Registration Tool, Configuration Migration Tool, and Package Deployer. These tools assist in registering plugins, deploying customizations, and managing configuration data during development and deployment processes.
Libraries: The SDK provides libraries for different programming languages, including .NET, JavaScript, and Java. These libraries offer classes and methods that allow developers to interact with Dynamics 365 CRM programmatically. They provide access to CRM entities, attributes, relationships, and services.
Web Services: The Dynamics 365 SDK includes web service endpoints, such as the Organization Service and the Web API. These web services allow developers to perform CRUD (Create, Read, Update, Delete) operations on CRM data, execute queries, manage metadata, and interact with various CRM components.
Plug-ins: The SDK enables developers to create custom plug-ins that can be registered within Dynamics 365 CRM. Plug-ins are custom code snippets that run in response to specific events or actions in the CRM system. They allow developers to extend and customize the behavior of the CRM platform.
Custom Workflow Activities: The SDK provides the ability to create custom workflow activities. Custom workflow activities are reusable components that can be used in workflows to perform complex operations or integrate with external systems.
XRM Tooling: XRM Tooling is a component of the Dynamics 365 SDK that provides additional capabilities for connecting and interacting with CRM instances. It includes authentication and connection management features, as well as helper classes for working with CRM metadata and data.
Documentation: The SDK documentation provides detailed information, guides, and examples on using the SDK components. It helps developers understand the CRM platform, its architecture, and the various APIs and services available for customization and integration.
The Dynamics 365 SDK is a valuable resource for developers working with Dynamics 365 CRM. It provides the necessary tools and resources to build custom applications, extend CRM functionality, and integrate external systems with the CRM platform. Developers can leverage the SDK to create custom plug-ins, workflows, and web applications that seamlessly interact with Dynamics 365 CRM.
Dynamics 365 CRM provides several built-in customization tools that allow users to tailor the system to their specific business needs. These tools enable administrators and developers to modify entities, forms, views, workflows, and business rules. Some of the key built-in customization tools in Dynamics 365 CRM:
Power Apps: Power Apps is a low-code development platform that allows users to build custom applications and user interfaces without extensive coding knowledge. With Power Apps, you can create custom forms, screens, and dashboards to enhance the user experience and meet specific business requirements.
Power Automate: Formerly known as Microsoft Flow, Power Automate is a workflow automation tool that enables users to create automated workflows between different systems and services. It allows you to automate repetitive tasks, trigger actions based on specific events, and integrate with various applications, both within the Dynamics 365 ecosystem and external services.
Power BI: Power BI is a powerful business intelligence and data visualization tool that integrates seamlessly with Dynamics 365 CRM. It enables users to create interactive dashboards, reports, and visualizations to analyze CRM data and gain insights into key performance metrics. Power BI can be used to build custom reports and embed them directly within the CRM interface.
Dynamics 365 Customization Area: Within the Dynamics 365 CRM interface, there is a dedicated area for customization. This area provides a user-friendly interface for modifying entities, forms, views, and fields. It allows you to add or remove fields, create custom relationships between entities, define business rules, and configure various settings related to the CRM application.
Business Rules: Dynamics 365 CRM includes a business rules engine that allows you to define and enforce specific business logic without writing code. Business rules can be used to set field values, show or hide fields, and perform field validations based on predefined conditions. They provide a flexible way to customize and automate behavior within the CRM application.
Form Designer: The form designer in Dynamics 365 CRM allows you to customize the layout and appearance of entity forms. You can rearrange fields, add new sections, tabs, and web resources, modify form properties, and define form scripting using JavaScript. The form designer provides a visual interface for making form-level customizations.
Solution Explorer: The Solution Explorer is a tool within Dynamics 365 CRM that allows you to manage and package customizations into logical units called solutions. It provides a centralized location to organize and deploy customizations across multiple environments. The Solution Explorer allows you to import and export solutions, track changes, and manage versioning.
These built-in customization tools in Dynamics 365 CRM empower users to adapt the system to their specific business processes and requirements without extensive coding or development efforts. They offer flexibility and agility in customizing and extending the CRM application to optimize user productivity and enhance the overall CRM experience.
Power Apps: Power Apps is a low-code development platform that allows users to build custom applications and user interfaces without extensive coding knowledge. With Power Apps, you can create custom forms, screens, and dashboards to enhance the user experience and meet specific business requirements.
Power Automate: Formerly known as Microsoft Flow, Power Automate is a workflow automation tool that enables users to create automated workflows between different systems and services. It allows you to automate repetitive tasks, trigger actions based on specific events, and integrate with various applications, both within the Dynamics 365 ecosystem and external services.
Power BI: Power BI is a powerful business intelligence and data visualization tool that integrates seamlessly with Dynamics 365 CRM. It enables users to create interactive dashboards, reports, and visualizations to analyze CRM data and gain insights into key performance metrics. Power BI can be used to build custom reports and embed them directly within the CRM interface.
Dynamics 365 Customization Area: Within the Dynamics 365 CRM interface, there is a dedicated area for customization. This area provides a user-friendly interface for modifying entities, forms, views, and fields. It allows you to add or remove fields, create custom relationships between entities, define business rules, and configure various settings related to the CRM application.
Business Rules: Dynamics 365 CRM includes a business rules engine that allows you to define and enforce specific business logic without writing code. Business rules can be used to set field values, show or hide fields, and perform field validations based on predefined conditions. They provide a flexible way to customize and automate behavior within the CRM application.
Form Designer: The form designer in Dynamics 365 CRM allows you to customize the layout and appearance of entity forms. You can rearrange fields, add new sections, tabs, and web resources, modify form properties, and define form scripting using JavaScript. The form designer provides a visual interface for making form-level customizations.
Solution Explorer: The Solution Explorer is a tool within Dynamics 365 CRM that allows you to manage and package customizations into logical units called solutions. It provides a centralized location to organize and deploy customizations across multiple environments. The Solution Explorer allows you to import and export solutions, track changes, and manage versioning.
These built-in customization tools in Dynamics 365 CRM empower users to adapt the system to their specific business processes and requirements without extensive coding or development efforts. They offer flexibility and agility in customizing and extending the CRM application to optimize user productivity and enhance the overall CRM experience.
Dynamics 365 CRM has a multi-tier architecture that consists of various components working together to provide a comprehensive CRM solution. Here are the key architectural components:
Presentation Layer: The presentation layer of Dynamics 365 CRM is responsible for user interaction and interface. It includes web-based interfaces, mobile applications, and the Unified Interface framework that ensures a consistent user experience across different devices.
Application Layer: The application layer contains the business logic and core functionality of Dynamics 365 CRM. It includes various modules such as sales, marketing, customer service, field service, and project service automation. These modules provide specific functionalities to cater to different business needs.
Data Layer: The data layer is where the data related to customers, sales, marketing, and other CRM entities is stored. Dynamics 365 CRM uses a common data model that provides a unified and standardized representation of data across different applications and services. It supports both cloud-based storage (Azure SQL Database) and on-premises storage (Microsoft SQL Server).
Integration Layer: The integration layer allows Dynamics 365 CRM to connect and integrate with other systems and services. It provides APIs (Application Programming Interfaces) and web services that enable data exchange and interoperability with third-party applications, such as ERP systems, marketing automation tools, or custom-built solutions.
Security and Authentication: Dynamics 365 CRM includes robust security features to protect data and ensure authorized access. It supports various authentication methods, including Azure Active Directory, OAuth, and Security Assertion Markup Language (SAML). Role-based security allows administrators to control user access to different CRM entities and functions.
Customization and Extension: Dynamics 365 CRM offers extensive customization capabilities to tailor the system to specific business requirements. It includes a customization framework that allows developers and administrators to modify entities, forms, workflows, and business rules. Extensions can be built using various technologies like .NET, JavaScript, and Power Apps to extend the functionality of the CRM system.
Analytics and Reporting: Dynamics 365 CRM provides built-in reporting and analytics capabilities to gain insights into customer data and track key performance indicators. It includes features like dashboards, charts, and Power BI integration, enabling users to create, visualize, and share meaningful reports and metrics.
Overall, the architecture of Dynamics 365 CRM is designed to provide a scalable, flexible, and secure CRM platform that can be customized and extended to meet the diverse needs of businesses across different industries.
Presentation Layer: The presentation layer of Dynamics 365 CRM is responsible for user interaction and interface. It includes web-based interfaces, mobile applications, and the Unified Interface framework that ensures a consistent user experience across different devices.
Application Layer: The application layer contains the business logic and core functionality of Dynamics 365 CRM. It includes various modules such as sales, marketing, customer service, field service, and project service automation. These modules provide specific functionalities to cater to different business needs.
Data Layer: The data layer is where the data related to customers, sales, marketing, and other CRM entities is stored. Dynamics 365 CRM uses a common data model that provides a unified and standardized representation of data across different applications and services. It supports both cloud-based storage (Azure SQL Database) and on-premises storage (Microsoft SQL Server).
Integration Layer: The integration layer allows Dynamics 365 CRM to connect and integrate with other systems and services. It provides APIs (Application Programming Interfaces) and web services that enable data exchange and interoperability with third-party applications, such as ERP systems, marketing automation tools, or custom-built solutions.
Security and Authentication: Dynamics 365 CRM includes robust security features to protect data and ensure authorized access. It supports various authentication methods, including Azure Active Directory, OAuth, and Security Assertion Markup Language (SAML). Role-based security allows administrators to control user access to different CRM entities and functions.
Customization and Extension: Dynamics 365 CRM offers extensive customization capabilities to tailor the system to specific business requirements. It includes a customization framework that allows developers and administrators to modify entities, forms, workflows, and business rules. Extensions can be built using various technologies like .NET, JavaScript, and Power Apps to extend the functionality of the CRM system.
Analytics and Reporting: Dynamics 365 CRM provides built-in reporting and analytics capabilities to gain insights into customer data and track key performance indicators. It includes features like dashboards, charts, and Power BI integration, enabling users to create, visualize, and share meaningful reports and metrics.
Overall, the architecture of Dynamics 365 CRM is designed to provide a scalable, flexible, and secure CRM platform that can be customized and extended to meet the diverse needs of businesses across different industries.