Fundamentals of D365 CE Apps Flashcards
What is the elevator pitch to D365’s CE applications?
D365’s CE applications are customer-focused business applications that are built on top of the Power Platform. They help companies engage with their customers more effectively.
The sales and marketing applications help identify prospects and nurture leads into customers, where as the marketing and service applications can help your company in your call center, service center, or out in the field.
What is a customer?
A customer represents an individual or company that buys, receives, or consumes a product or service.
What is the primary goal of a company?
To attract customers and maintain long-term relationships.
How is Customer Engagement referred to?
The idea of attracting customers and nurturing, developing, and maintaining relationships. Customer Engagement represents the emotional connection between a consumer and a brand
Why do companies use CE software like Dynamics?
Because CE applications help companies create personalized marketing, sales and service experiences by using data and intelligence to improve every interaction.
What is Dataverse?
Dataverse is the database that Power Platform applications are built on. It’s a table with rows and columns.
What are some benefits of using and leveraging Dataverse?
1) Managing your data: It’s easy because it’s stored in the cloud
2) Data security: Your data is stored in the cloud and access to data and tables can be configured for users on an as-needed basis(role-based security)
3) Rich meta-data: Available because it’s in the cloud and also used directly by Power Apps
4) Logic and Validation: Drive business processes and help ensure data quality by using calculated columns, business rules, workflows, and business process flows
5) Productivity Tools: Tables are available with the add-ins of Excel to increase producitivity and data accessibility.
What is role-based security in Dataverse?
The ability to control access to tables for different users based on their needs
What makes it easier to build apps with Dataverse and Power Apps?
Because D365 uses Dataverse to store its data, you can build apps directly against your core business data which is already in D365.
What’s a benefit to using D365 apps together instead of individually?
Combining them together you can have a complete solution to engage your customers across different points of the customer journey.
For example, using Customer Service and Sales together gives the ability to provide a high level of service to your customers after they’ve been sold.
What are the 3 ways that organizations define customers?
1) B2B - customers are other business
2) B2C - customers are individuals
3) Hybrid - Customers might be individual or businesses
In a B2B setting, who are the organizations customers?
Other businesses (Hotel and Landscaping Company)
In a B2C setting, who are the organziations customers?
Individuals (Grocery Store)
In a Hybrid business setting, who are the organizations customers?
Individuals or businesses. (Best Buy/Automotive Repair)
What are the 2 primary record types that support all 3 types of customer models?
Accounts and Contacts
How is the Account record type defined?
Account represents a company or organization that you do business with and could be a vendor, partner, or reseller
How is the Contact record type defined?
A contact represents an individual or person and can be a standalone person, or an individual within a company
How are contacts linked to an account?
Through the primary field on the contact record
Why would an Account have a Child Account?
If the parent company has sub-divisions or subsidiaries
What are Activities?
Interactions that help you keep track of your customer communications.
What are some examples of Activities?
1) Taking Notes
2) Sending emails
3) Making phone calls
4) Setting up appointments
What type of records can Activities be associated with?
Mainly associated with Contacts but can also be associated with Leads, Opportunities, Quotes, Cases, Work Orders, and Projects
Depends on which app you’re using
What is the timeline?
A chronological display that lists all activites related to the current record
What represents the interactions you have with accounts and contacts?
Activities
What are some ways to search and filter data?
1) Search a View or Quick Find - a search bar within the list of records in a view that you can use to search for a specific record
2) Multi-table Search or Categorized Search - This type of search option looks across mnultiple tables whereas Quick Find only searches against one record type.
3) Advanced Filtering - Used to search queries that are more complex such as finding an Account with a Status of Active that has a related Opportunity whose Status is Open.
What is a product catalog?
A collection of products and services that an organization sells and provides to its customers
What else is a product catalog other than just a list/collection of products and services?
It defines different pricing options based on what type of product/customer that a company’s products are being sold to.
For example, retail or wholesale might each have different prices
What does the product catalog in D365 enable you to do?
1) Define a hierarchal structure of product families and products
2) Sell individual products or group them into bundles and kits
3) Define related products
4) Define multiple pricing and discount models
5) Specify localized values for certain product properties/attributes
Why is a hierarchal struture in the product catalog beneficial?
By being able to configure various properties you’re able to reduce the number of product SKUs needed to maintain your product catalog
What is a bundle or kit in the product catalog and why is it useful?
A bundle or kit is a group of products sold as a single unit. Product Bundling is useful in grouping products in a way that customers will benefit from the full line of products, or to offer discounts on bundled products
Why is the ability to define related products in the product catalog useful?
Because it supports product substitution, cross-selling, and up-selling. Related products are also displayed as suggestions to the sales agents when they add the product to an opportunity, quote, order, or invoice.
Why is it beneficial to be able to define multiple pricing and discount models in the product catalog?
So that you can use custom pricing instead of D365 system pricing to calculate prices when you associate a product or bundle to an opportunity, quote, order, or invoice
What does specifying localized values in the product catalog do?
It allows you to configure certain product properties/attributes to make the product names and descriptions available in the user-preferred language
What are the 4 primary components of the product catalog?
1) Unit Groups
2) Products
3) Price Lists
4) Discount Lists
What is a Unit Group in the product catalog?
A unit group defines how a product is package for sale, such as the units of measure that a product or service is sold. For example, a company that sells and provides a service to its customers may sell their services in various increments such as hours, days, or weeks.
In the product catalog, what is the Products component?
It represents the type of product that a company might keep in inventory, a product that’s custom built, or a service provided to a customer.
For example, a hair salon’s products may include hair style products but their list of products might also includes services such as haircuts, coloring, beard trimming, and spa treatments
What are Price Lists in the product catalog?
Sets of prices that are charged for the product under certain circumstances.
For example, a company might have multiple price lists to account for seasonal variations, holiday and event specials, and different markets to which they sell to such as commercial, government, education, etc
In the product catalog, what are Discount Lists?
They allow organizations to offer products or services at different prices depending QUANTITY purchased.
For example, a TV reseller by 5 TV’s vs buying 500 TVs
How is the product catalog used in the Sales app?
It stores the good and services you sell to your customers so that they can be used as LINE ITEMS on the opportunity, quote, order, and invoice records.
In the Customer Service App, how is the product catalog leveraged?
It can be used by different support records such as case, knowledge articles, and entitlement records.
For example, knowledge articles may be associated with products from the catalog to make it easier to find articles based on a type of a product.
How is the product catalog used and leveraged in Field Service App?
It’s used in work orders to represent the products and services being provided as part of the work order.
Products from the product catalog can immediately be converted into customer assets which represents equipment at customer locations that can be serviced by your company.
In the Marketing App, how is the product catalog leveraged?
It can be used to help target marketing campaigns, customer journeys, and assist in customer segmentation.
How is the product catalog used in the Project Operations App?
It can be used to add product line items to project opportunity records, project quote records, and order contracts.
What are the most common integration options for D365?
1) Microsoft Word
2) Microsoft Excel
3) SharePoint
4) Teams
5) PowerApps
How is Microsoft Word leveraged and integrated into D365?
Through templates which provide users the ability to easily generate standardized documents that include Dataverse data
A template could support simple lightweight internal reporting needsl, or, templates can be used in the creation of quotes and orders
How is Microsoft Excel leveraged and integrated into D365?
You can export D365 views to Excel using static or dynamic worksheets.
In static worksheets, a local copy is created and the data is not maintained with Dataverse data. In dynamic worksheets, the data maintains a link between Dataverse data and Excel. Security is maintained and users need the appropriate priveleges to see the data.
Can also export to Excel Online which will open up with D365 and is useful if you want to quickly edit multiple D365 records using the Excel interface
Why are Excel templates in D365 beneficial and useful?
It makes it easy for users to create reports and charts and can be done without having to know formulas. Empowers users to create reports and charts with current data rather than maintaining their own data outside the system.
How is the SharePoint integration used in D365?
Using the document management capabilities of SharePoint keeps your documents within reach of the D365 records they’re supporting.
In the documents tab of a record, you can swtich between the document location, open the document location in SharePoint, add documents locations on SharePoint that are displayed in D365, and edit and rename locations in SharePoint from D365
How is Microsoft Teams integrated and leveraged with D365?
You can work with CE apps directly within Teams and access customer information
Because of the file integration that’s tied in, you can co-author documents and sync with CE apps in D365
How is D365 and PowerApps integrated together?
Canvas apps can be embedded into D365 forms to leverage the power of canvas apps, which is being able to connect to other data sources in addition to Dataverse, such as SQL, Excel, or other outside databases.
What are example of some out-of-the-box reporting capabilities?
1) Views
2) Charts
3) Dashboards
4) Reports
What is the Views reporting capability about?
It’s a reporting option to view a list of records based on data that’s important to you on those records
What is the Charts reporting capability about?
Charts are a reporting option that displays your data in a visual manner. Charts can be interactive and can be further drilled down to display relevant data. They can also be placed on dashboards for quick and actionable insight.
What is the Dashboards reporting capability?
Dashboards enable you to obtain a high-level overview of data all in one diagram
What are the two types of Dashboards?
Standard and interactive
There’s different dashboards available depending on the CE app you’re using
What are Dashboards made up of?
1) Views
2) Charts
3) iFrames
4) Web Resources
What is the Reports reporting capability about?
Reports in D365 can be used to gain insights into how your business is doing
Each of the D365 apps includes its own System Reports. System Reports can be used as-is or customized
The Report Wizard can be used to create custom reports in case the System Reports aren’t enough
What tool can you use to create custom reports?
The Report Wizard
Which of the following responses represents a Microsoft Business Applications first-party app?
1) Azure
2) Office 365
3) Dynamics 365 Field Service
3) Dynamics 365 Field Service
Which of the following applications can be integrated with Dynamics 365 to provide document management capabilities that include versioning and collaboration?
1) Microsoft Word
2) Microsoft Excel
3) Microsoft Sharepoint
3) Microsoft Sharepoint
Which of the following searching or filtering options would be used if you wanted to display a list of Accounts with open orders?
1) Advanced Filter
2) Quick Find
3) Categorized Search
1) Advanced Filter
