Processes – Chapter 12 CRM Field Guide

It is week 12 in the review of the CRM Field Guide chapters from the book – The CRM Field Guide – How to CRM Like an MVP with Microsoft Dynamics CRM. This week it is the Processes chapter. This is one of the chapters that takes you past setup, configuration, customization and tips for data entry. It walks you through what I refer to as the ‘multiplicative’ capabilities of the CRM platform. Processes allow the user to configure single or multiple steps events that can work on demand or automatically behind the scenes to implement business processes.

The chapter addresses the opportunity for multiplicative capabilities as one of the key differentiators between Dynamics CRM and contact management systems.

CRM 2011 introduced the Dialog function which significantly expanded the on demand automation of Dynamics CRM. A Dialog is an interactive Window invoked from a record that walks you through in a prompt-answer process via an interactive method for entering data. The chapter takes us through setting up a Dialog and covers the differences between Workflow and Dialogs.