CRM & Customer Engagement basics

Foundations of the Dynamics 365 CRM apps — Sales, Customer Service, Field Service — and the Dataverse platform underneath.

For: Sales / service leaders and Dataverse administrators new to the platform.

11 guides in this path

  1. 1
    What is Dynamics 365 Sales?Microsoft's CRM app for B2B sales teams — leads, opportunities, forecasting, and the Copilot for Sales experience.
  2. 2
    What is Dynamics 365 Customer Service?Microsoft's case management and omnichannel customer support platform — what it does, how it scales, and where Copilot fits.
  3. 3
    What is Dynamics 365 Field Service?Microsoft's field service management app — work orders, scheduling, mobile, and IoT-driven preventive maintenance.
  4. 4
    Dataverse data model fundamentalsThe Dataverse data model — tables, columns, relationships, choices, security roles, and how it sits under Dynamics 365 and the Power Platform.
  5. 5
    The Dataverse security modelRoles, business units, teams, row sharing, and field-level security in Dataverse — the layers that protect data in Dynamics 365 CRM and Power Apps.
  6. 6
    Business units and teams in Dataverse — a deep diveHow business units, owner teams, access teams, and Microsoft 365 group teams compose the security model in Dataverse — what each is for, how they interact, and the common design mistakes.
  7. 7
    model driven app fundamentalsGuide not published yet
  8. 8
    Business process flows in Dynamics 365How business process flows guide users through staged work in Dynamics 365 — design, branching, security, and when not to use them.
  9. 9
    Sales forecasting in Dynamics 365 Sales — a deep diveHow Dynamics 365 Sales forecasting works — forecast configurations, hierarchies, manual adjustments, predictive forecasting, and the operational rhythm that makes forecasts trustworthy.
  10. 10
    Case management deep dive in Dynamics 365 Customer ServiceHow case management works in depth — case types, statuses, parent/child cases, merge and convert, SLAs, and the case lifecycle that drives service operations.
  11. 11
    Work order lifecycle in Dynamics 365 Field ServiceHow a work order flows from creation through scheduling, dispatch, technician execution, and invoicing in Dynamics 365 Field Service — the statuses, the touchpoints, and where service operations succeed or fail.
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