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Extending Dynamics 365 Customer Engagement Apps with Low Code

Extending Dynamics 365 Customer Engagement Apps with Low Code

By : Nicolás Andrés Fernández, Nicolás Fernández
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Extending Dynamics 365 Customer Engagement Apps with Low Code

Extending Dynamics 365 Customer Engagement Apps with Low Code

5 (2)
By: Nicolás Andrés Fernández, Nicolás Fernández

Overview of this book

Extending Dynamics 365 Customer Engagement Apps with Low Code helps you gain a comprehensive, practical understanding of how a no-code/low-code project approach works for Dynamics 365 (D365) Customer Engagement (CE). This book covers the most relevant native capabilities for configuration, along with real-world scenarios to showcase the magic of extending D365 CE apps with Power Platform. The book starts by identifying different scenarios and use cases to extend D365 CE apps with a low-code approach. You’ll learn about the different capabilities of Dataverse and Power Apps used to extend native applications. Next, you'll discover how to leverage Power Apps, both Canvas apps and model-driven apps, and Power Pages, to build apps and portals around D365 CE processes. You’ll also explore Power Automate's capabilities to create or modify business processes, as well as incorporate new processes and automation. As you advance, you’ll also discover how Power Virtual Agents can be implemented in D365 CE apps. The book concludes by teaching you to integrate Power BI natively with customer engagement, thus facilitating the construction of advanced reports and dashboards. By the end of this book, you’ll have gained hands-on expertise in customizing CE apps with Power Platform to deliver more scalable and maintainable solutions.
Table of Contents (21 chapters)
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1
Part 1: Introduction of No-Code/Low-Code for Dynamics 365 Customer Engagement
4
Part 2: Extending Dynamics 365 Customer Engagement Applications
9
Part 3: Building Custom Processes for Dynamics 365 Customer Engagement Applications
13
Part 4: No-Code/Low-Code Bots for Dynamics 365 Customer Engagement
16
Part 5: Working with Advanced Dashboards and Reports with Dynamics 365 Customer Engagement

Prediction models

The first of the models we will discuss will be the use of a predictive model as part of our process. AI Builder allows us to create a custom predictive model, which will learn from the patterns and outcomes of our business processes. We can use the predictive model for binary outcome analysis (only two possible outcomes), for multiple choice outcomes, or for a numerical prediction.

The binary prediction

The binary prediction will be used to predict simple patterns where the result is true/false, yes/no, and the like. The type of question that this model will be able to answer are as follows:

  • Is the customer qualifiable?
  • Is there a risk of customer abandonment?
  • Is there a possibility of upselling?
  • Is there a risk of diversion in the project?

If we need to consider more outcomes, then we need to think about multiple-outcome predictions.

Multiple-outcome predictions

As the name implies, multiple-outcome predictions allow us to...

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