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Customize Microsoft Dynamics 365 CRM for Businesses

09 May 2018

Microsoft Dynamics CRM was a software package that serves the broad range of customer relationship management (CRM) requirements of organizations and businesses around the world. A phenomenal tool with remarkable features, it supports mainly Sales, Marketing and Service (help desk) service functions.

Microsoft released the new Microsoft Dynamics 365 in late 2016. As a comprehensive software package, it facilitates the fusion of CRM and ERP cloud services focused on a specific business process. It incorporates a suite of module-based business processes into one like Field Service, Sales, Project Service Automation, Customer Service, Marketing, Financials, and Operations. The customization of Dynamics 365 is the key to expedite your process towards achieving targeted business objectives.


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The CRM offering allows a great deal of customization. It is with the creation of new functionality to change your user interface, and from revised navigation methodology to offer a better customer relationship management. Even though the CRM needs vary across organizations and businesses, for example – the pre-requisite for a technology company would differ from that of an eCommerce business. However, they both can benefit from the Dynamics 365 CRM to enhance their business offerings.

Therefore, the customization of Dynamics CRM offering plays a vital role in achieving specific organizational objectives. Most of this customization is hassle-free and does not require much investment. A system administrator or system customizer security role, or equivalent privileges can quickly perform the customization task. For complex business requirements, Dynamics CRM provides a Software Development Kit (SDK) for developers. It helps customize the business logic or integrate Dynamics CRM with applications like SharePoint, MS Outlook, etc.

Microsoft Dynamics Configuration Capabilities
In Microsoft Dynamics 365, configuration utility is vital to operate and manage CRM. It improves UI designs, field settings, business process flows (BPF), security settings and more. Organizations can define business processes more efficiently by adopting various configuration capabilities that best fit their business requirements.

The various levels of Microsoft Dynamics 365 CRM customization include:

Basic Level or No-Code Customization

The basic level of dynamics CRM customization can be performed within the user interface of the CRM and does not require much of technical expertise. It revolves around situations like writing workflows for various tasks, changing the data at dashboards, setting data filters for priority or essential information, and more. Here are some of the things where one can have customization with no-code configurations:

  • To extend standard entities for adding custom fields
  • To create custom forms and extend standard entities
  • To generate custom entities
  • To broaden standard views and display additional information
  • To create custom views
  • To create custom business process flows
  • To develop workflows with custom logic
  • To formulate business rules enforcing data integrity

Intermediate Level Customization

This second level of customization, requires a minimal coding experience, with integrated support for third-party software with the company’s offerings. If an organization finds any of its CRM tools not capable of performing any set of tasks, they can integrate third-party software and start implementing the desired activities by just providing the credentials. Some of the scenarios where you can do middle-level dynamics CRM customization are listed here:

  • To set the value of a field in the form
  • To create a field in the form
  • To flag an error message when an invalid entry is made for any field
  • To hide or display a parameter depending on the criteria
  • To enable or disable the field

Advanced or Code customization

This level of customization requires technical proficiency of the higher-order to incorporate specific functions into the CRM system. It requires the organizations to go to the CRM backend and develop the functionality from scratch. It involves creating a custom module to meet particular business needs or integrating any third-party software. Some of the things where an advanced level of dynamics CRM customization is required are listed here:

  • To design and execute custom plug-ins
  • To delete or update certain records
  • To create custom workflows
  • To develop custom web/server-hosted web applications
  • To embed a CRM form

The CRM solution from Microsoft Dynamics 365 is a fantastic tool to customize, deploy, integrate and extend. It offers a pool of opportunities for enterprises to create highly customized & integrated applications and achieve their business goals more efficiently.

Your business may need Microsoft Dynamics CRM customization to handle complex integration with other applications, or for a custom screen, reports, or business workflow. Leveraging Microsoft Dynamics CRM development and customization services tailored to your business needs can help improve both your business efficiency and productivity.

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