Commercial Arbitration Case Management Solution
- CACM is a web-based tool developed by Infrability on Dynamic xRM Framework that manages the entire Case journey from filing till completion and also maintain the document repository related to Case.
- Arbitration proceedings are typically confidential, which means that the details of the dispute and the outcome are not made public which can be advantageous for businesses that wish to maintain their privacy.
- Parties have more control over the arbitration process. They can tailor the arbitration proceedings to suit their specific needs, such as selecting the arbitrator, determining the rules of procedure, and setting the time and place of the hearings
- Parties can choose arbitrators who have specialized knowledge and experience in the subject matter of the dispute which allows for the resolution of complex commercial issues by experts in the field.
- Arbitration is often faster than litigation because it avoids the backlog and delays commonly associated with court proceedings.
- Arbitration awards are generally binding and enforceable, which provides a final resolution to the dispute.
- Scalable solution which can be further extended to Program Management, Customer Journey Management and other Marketing Activities needed by the Organizations.
- Native integration with Microsoft technologies like Outlook, Office 365 enable users to accelerate response times, lease faster, resulting in increased efficiency and effectiveness of your organization.
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Web based solution Built on Dynamic xRM Framework.
Automate and Streamline Case Lifecycle.
Includes the complete process of case filings, communicating with the parties, appointing neutrals on Case, storing the Case documents, hearing, till the issuance of the final Award.
Includes Marketing List, Campaign, Quick Campaign, designing Marketing Templates, creating Customer journeys and other features.
Includes events organized within the organization through the platforms like Webinar, Teams Meeting, Zoom Meetings, sending meetings reminders, capture customer feedback.
Helps the organization to have better communication with the customer and in maintaining good customer relationship.
Process Specific Reports and Dashboards.
Built-in Analytics.
Tasks & Activities Tracking.
Session, session track, and speaker management.
Program Management.
Provides ability for the organization to appoint neutrals, prepare Roster database and appoint them on the cases after the selection based on their expertise category and other qualification.
Modules
CASE MANAGEMENT
ROSTER MANAGEMENT
PROGRAM MANAGEMENT
EVENT MANAGEMENT
MARKETING MANAGEMENT
NOTIFICATION MANAGEMENT
REPORTS
DASHBOARDS
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.
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.
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.
In Dynamics 365 CRM, the Entity and Form Designer are tools that allow users to customize and configure entities and their associated forms within the system. An overview of the Entity Designer and the Form Designer:
1. Entity Designer: The Entity Designer enables users to define and modify the structure and behavior of entities in Dynamics 365 CRM. An entity represents a specific type of data within the system, such as a customer, opportunity, or case. Here are some key features and functionalities of the Entity Designer: Entity Attributes: Users can create and manage attributes (fields) of an entity, defining their data type, display name, description, and other properties. They can also specify options sets, lookup relationships, and calculated fields.
Relationships: The Entity Designer allows users to define relationships between entities, such as one-to-many, many-to-one, and many-to-many relationships. Relationships establish connections and dependencies between different entities.
Forms and Views: Users can configure the default form and default views for an entity. The default form determines the layout and organization of fields on the entity's record form, while views define how the entity's records are displayed in lists or grids.
Security: The Entity Designer includes options to manage entity-level security. Users can define who has access to view, create, update, or delete records of a specific entity based on their security roles.
2. Form Designer: The Form Designer in Dynamics 365 CRM allows users to customize the layout, appearance, and behavior of entity forms. Entity forms are used to enter and view data for a specific record of an entity. Some key features and functionalities of the Form Designer: Layout Design: Users can arrange fields, sections, tabs, and other elements on the form to create a customized layout that suits their needs. They can drag and drop fields onto the form, resize and rearrange them, and define the order in which they appear.
Field Properties: The Form Designer provides options to configure properties for each field on the form, such as visibility, requirement level, formatting, and default values. Users can also define field-level scripting using JavaScript to add custom behaviors or validations.
Embedded Web Resources: Users can add web resources, such as HTML web pages, images, or iframes, to the form to provide additional functionality or display external content within the CRM interface.
Business Rules: The Form Designer integrates with the Business Rules engine in Dynamics 365 CRM. Users can define business rules to create dynamic behavior on the form, such as showing or hiding fields, setting field values based on conditions, or performing calculations.
Mobile Forms: With the Form Designer, users can also customize the layout and design of entity forms specifically for mobile devices using the Mobile Form Editor. This allows for optimized user experiences on mobile applications.
The Entity Designer and Form Designer in Dynamics 365 CRM provide powerful customization capabilities, allowing users to tailor entities and forms to match their specific business requirements and workflows. These tools enable businesses to adapt the CRM system to their unique processes and enhance user productivity and engagement.
1. Entity Designer: The Entity Designer enables users to define and modify the structure and behavior of entities in Dynamics 365 CRM. An entity represents a specific type of data within the system, such as a customer, opportunity, or case. Here are some key features and functionalities of the Entity Designer: Entity Attributes: Users can create and manage attributes (fields) of an entity, defining their data type, display name, description, and other properties. They can also specify options sets, lookup relationships, and calculated fields.
Relationships: The Entity Designer allows users to define relationships between entities, such as one-to-many, many-to-one, and many-to-many relationships. Relationships establish connections and dependencies between different entities.
Forms and Views: Users can configure the default form and default views for an entity. The default form determines the layout and organization of fields on the entity's record form, while views define how the entity's records are displayed in lists or grids.
Security: The Entity Designer includes options to manage entity-level security. Users can define who has access to view, create, update, or delete records of a specific entity based on their security roles.
2. Form Designer: The Form Designer in Dynamics 365 CRM allows users to customize the layout, appearance, and behavior of entity forms. Entity forms are used to enter and view data for a specific record of an entity. Some key features and functionalities of the Form Designer: Layout Design: Users can arrange fields, sections, tabs, and other elements on the form to create a customized layout that suits their needs. They can drag and drop fields onto the form, resize and rearrange them, and define the order in which they appear.
Field Properties: The Form Designer provides options to configure properties for each field on the form, such as visibility, requirement level, formatting, and default values. Users can also define field-level scripting using JavaScript to add custom behaviors or validations.
Embedded Web Resources: Users can add web resources, such as HTML web pages, images, or iframes, to the form to provide additional functionality or display external content within the CRM interface.
Business Rules: The Form Designer integrates with the Business Rules engine in Dynamics 365 CRM. Users can define business rules to create dynamic behavior on the form, such as showing or hiding fields, setting field values based on conditions, or performing calculations.
Mobile Forms: With the Form Designer, users can also customize the layout and design of entity forms specifically for mobile devices using the Mobile Form Editor. This allows for optimized user experiences on mobile applications.
The Entity Designer and Form Designer in Dynamics 365 CRM provide powerful customization capabilities, allowing users to tailor entities and forms to match their specific business requirements and workflows. These tools enable businesses to adapt the CRM system to their unique processes and enhance user productivity and engagement.
In Dynamics 365 CRM, notifications and escalations can be implemented to facilitate communication and ensure timely actions in response to specific events or conditions. These features help to streamline processes, improve responsiveness, and ensure that critical tasks are addressed promptly. An overview of notifications and escalations in Dynamics 365 CRM:
1. Notifications: Notifications in Dynamics 365 CRM are used to alert users or teams about important events or updates related to specific records or processes. Notifications can be triggered based on predefined conditions or user-defined criteria. Here are some ways notifications can be implemented:
Workflow Notifications: Workflows can be designed to send email notifications to designated users or teams when specific conditions are met. For example, an email notification can be triggered when a new lead is assigned to a salesperson or when a service case is escalated.
Business Process Flow (BPF) Notifications: Business Process Flows in Dynamics 365 CRM can include notifications at different stages to inform users about required actions or updates. Users receive these notifications within the CRM interface or via email.
Activity Reminders: Users can set reminders for themselves or others to ensure timely completion of activities, such as follow-up calls or meetings. Reminders can be configured to trigger notifications at specific times or based on user-defined criteria.
Real-Time Workflow or Plugin Notifications: Real-time workflows or custom plugins can be developed to generate notifications in response to specific events or actions in the system. For example, a notification can be sent to a manager when a high-value opportunity is closed.
2. Escalations: Escalations in Dynamics 365 CRM are used to automatically escalate records or tasks to higher levels of authority or management when certain conditions are met. Escalations ensure that critical issues are addressed promptly and prevent delays in resolving customer concerns. Here are some ways escalations can be implemented: Service Level Agreements (SLAs): SLAs can be configured to define response and resolution timeframes for service cases. If the SLA milestones are not met, the case can be automatically escalated to the next level of support or management.
Workflow or Plugin Escalations: Workflows or custom plugins can be designed to monitor record conditions or deadlines and trigger escalations when thresholds are exceeded. For example, an opportunity can be escalated to a sales manager if it remains in the pipeline for too long.
Queue Escalations: Queues in Dynamics 365 CRM can be set up with escalation rules to ensure that items in the queue are addressed within specified timeframes. If items are not acted upon, they can be automatically escalated to another queue or user.
Automated Routing Rules: For entities like leads or cases, automated routing rules can be defined to assign records to specific users or teams based on criteria. If a record remains unassigned for a certain period, it can be automatically escalated to a higher level for assignment.
Notifications and escalations in Dynamics 365 CRM play a crucial role in maintaining efficient processes, improving response times, and ensuring accountability. By implementing these features, organizations can enhance customer satisfaction, optimize workflows, and proactively address critical business needs.
1. Notifications: Notifications in Dynamics 365 CRM are used to alert users or teams about important events or updates related to specific records or processes. Notifications can be triggered based on predefined conditions or user-defined criteria. Here are some ways notifications can be implemented:
Workflow Notifications: Workflows can be designed to send email notifications to designated users or teams when specific conditions are met. For example, an email notification can be triggered when a new lead is assigned to a salesperson or when a service case is escalated.
Business Process Flow (BPF) Notifications: Business Process Flows in Dynamics 365 CRM can include notifications at different stages to inform users about required actions or updates. Users receive these notifications within the CRM interface or via email.
Activity Reminders: Users can set reminders for themselves or others to ensure timely completion of activities, such as follow-up calls or meetings. Reminders can be configured to trigger notifications at specific times or based on user-defined criteria.
Real-Time Workflow or Plugin Notifications: Real-time workflows or custom plugins can be developed to generate notifications in response to specific events or actions in the system. For example, a notification can be sent to a manager when a high-value opportunity is closed.
2. Escalations: Escalations in Dynamics 365 CRM are used to automatically escalate records or tasks to higher levels of authority or management when certain conditions are met. Escalations ensure that critical issues are addressed promptly and prevent delays in resolving customer concerns. Here are some ways escalations can be implemented: Service Level Agreements (SLAs): SLAs can be configured to define response and resolution timeframes for service cases. If the SLA milestones are not met, the case can be automatically escalated to the next level of support or management.
Workflow or Plugin Escalations: Workflows or custom plugins can be designed to monitor record conditions or deadlines and trigger escalations when thresholds are exceeded. For example, an opportunity can be escalated to a sales manager if it remains in the pipeline for too long.
Queue Escalations: Queues in Dynamics 365 CRM can be set up with escalation rules to ensure that items in the queue are addressed within specified timeframes. If items are not acted upon, they can be automatically escalated to another queue or user.
Automated Routing Rules: For entities like leads or cases, automated routing rules can be defined to assign records to specific users or teams based on criteria. If a record remains unassigned for a certain period, it can be automatically escalated to a higher level for assignment.
Notifications and escalations in Dynamics 365 CRM play a crucial role in maintaining efficient processes, improving response times, and ensuring accountability. By implementing these features, organizations can enhance customer satisfaction, optimize workflows, and proactively address critical business needs.