Chapter 5. Dynamics CRM – Additional Features

In the previous chapter we looked at business processes, and how business affects the behavior of the platform. We looked at how to map and enforce business rules on the platform, and how to customize the system by creating guided paths for users, thus making sure the platform works with the user. Some of the new features and integration points were also highlighted.

In this chapter we will look at the following topics:

• Social Pane

• Office 365 Features and Integration

• OneNote Integration

• Interactive Service Hub

• Enhanced Knowledge Management

• Office Delve Recommendations

• Field Service Capabilities

• Voice of the Customer

• Insight by InsideView

• Yammer

• Web API

• Microsoft Social Listening Integration

• Microsoft Dynamics Marketing Integration

• Power BI and Dynamics CRM

We'll be looking at both the internal and external inner workings of the platform. We dive first into the internal social aspects of the platform, then at external sources integrated into Dynamics CRM. We...