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