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2020 | OriginalPaper | Chapter
2. Customer Management
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Abstract
This chapter will introduce the Account and Contact records and explain why these are so fundamental within Dynamics 365 Customer Engagement. This introduction will include key things to consider when using these records at the start of implementations and how such records can be customized to suit the needs of the business. It will then move on to email integration options, focusing on installing the latest App for Outlook before moving on to how activities can be utilized and how they are paramount for customer interaction and insight, timeline management, and customizing the timeline. This chapter will set you up with core knowledge about Dynamics 365 CE, allowing you to move forward with confidence into the next chapters.