Microsoft Dynamics 365 Customer Engagement (CRM) is a powerful CRM system. It has many capabilities that can help streamline your sales, service and marketing processes. This makes Dynamics 365 CE one of the most popular CRM systems out there.

But wait, there’s more!

What is XRM?

XRM is a term that means you can use your CRM system for things way beyond normal CRM functions. Dynamics 365 CE can be customized easily which opens the door to using the system for pretty much anything you might need.

Custom Fields

Many needed fields already exist within Dynamics 365; however, there is the ability to add in custom fields so you can track data specific to your business.

Custom Entities

While there are quite a few out of the box entities sometimes they may not fit exactly what you want to accomplish. Dynamics 365 gives you the ability to create brand new custom entities that can be used for whatever purpose you need.

Workflows

Workflows help automate things within your system. You define what will trigger the workflow, what conditions need to be met and what actions will be taken depending on those conditions. Automation helps to cut down on time spent by employees or to ensure things do not fall through the cracks.

Business Processes

Setting up a business process leads your records through a series of steps to make sure nothing is missed within the handling of that record. These can be used like check lists for your end users or to help track where the process is lagging if records are not being handled in a timely manner.

Throughout this series of blog posts we will be taking a look at a few different customizations others have used to track things outside of the typical sales and service functions that Dynamics 365 Customer Engagement is known for. These are meant to serve as platforms to use as you begin to brainstorm more ways that you could utilize this amazing system.

-Jerica Coleman, CRM and Power BI Consultant