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Microsoft Dynamics

Source: My notes from a demonstration of Dynamics by Microsoft

Introduction to Microsoft Dynamics Offerings

Section titled “Introduction to Microsoft Dynamics Offerings”

Power Platform:

  • Low/no code - with Office, Dynamics, Azure, standalone applications

  • Power Apps - application development

  • Power Automate - process automation

  • Power BI - business analytics

  • Power Virtual agents - intelligent, chat bots

  • Power pages - external website

    • JS, Liquid Template

  • Integrations:

    • Data connectors
    • AI builder
    • Microsoft Dataverse - data source for Power Platform
    • Power Fx - language used for low code
      • JavaScript supported
      • C# - for components for model driven app, canvas
    • Management tools

  • Integrates with Office 365, Azure

  • Apps:

    • Rapid web and mobile front end development, drag and drop
    • Types
      • Canvas app
      • Model driven app
    • Allows low/no code, developers also welcome

Dynamics 365:

  • Key functions:

    • Supply chain
    • Marketing
    • Sales
    • Field & Service
    • Customer Service
    • Project Operations
    • Finance
    • Operations
    • Commerce

  • Dynamics can integrate with Power Platform

  • Security:

    • Microsoft Entra, formerly Azure Active Directory
    • Licensing: users
    • Authorization: Security groups
    • Logical / role based security is available in apps.
      • Uses Dataverse. Apps use specific data and metadata in Dataverse
        • e.g. Dataverse Environment A, Dataverse Environment B
        • Model Drive App, Canvas App, Portal use Dataverse logical security model

  • Pre-built connectors

    • Built-in connectivity to cloud services, content, servies, database, APIs (many API connectors available)
    • Hybrid connectivity to on-premise via data gateway
    • Custom connectors supported
    • Connect to other data sources

  • High level demo

    • Choose Environments
    • Create canvas app
    • Dataverse:
      • Tables, connections, gateways, etc.
      • There are standard tables, can be reused, enhanced
      • Changing data layer
      • No access to direct database. If needed, can use Azure SQL
      • Each Dynamics 365, brings its own standard tables
    • Model driven app
      • App is tied to Dataverse
    • Canvas
      • Can be used freely, does not need to tied to Dataverse
      • Data can come from anywhere
    • Example: Inspections - model driven app

  • Power Platform Admin Centre

    • Set up environment, permissions, policies
    • User roles
      • e.g. user role is configured with specific permission from “Dataverse generic role” and configure what they can edit
    • Dataverse security

Health Sector Use Case Context

Section titled “Health Sector Use Case Context”
  • Possible flows focusing on Case Intake and Triage, Investigation and Inspections
  • Public Sector examples
    • Dynamics 365 Customer Service / Case Management
      • Case Management
    • Dynamics Field Service
      • Food Inspections
      • Public Health
      • Natural Resources
      • Correctional Services
    • Power Platform
      • Various levels of government
  • Demo
  • Low code, point & click configuration
  • Integration options
  • Next steps

Demo

Section titled “Demo”
  • Incident - patient pick up with stretcher, patient on stretcher is dropped by accident.

Customer Service

Section titled “Customer Service”
  • Complainant: Complaints can log into a public portal on government site to view and report information. Anonymous use is permitted and external logins work too.
    • Power Pages/ Power Apps portal that is seamlessly connected with the Dynamics 365 Customer Service.
    • During complaint, knowledge article linking is possible so users can read relevant articles.
      • Pre-population of information is possible with logged in accounts.
      • Fill in form with incident details, attach media supported
      • Incident form, you can add any field or details behind the scenes with the Dataverse forms configuration.
  • Incident intake officer: view queue and see new case (incident), assign incident to himself
    • Dynamics Customer Service module
    • Get notification on Teams
    • Team integration like chat with case collaborators
    • Queue management logic supported
    • Customers: Accounts, Contacts, Social Profiles
      • See their contact information, recent cases
    • Knowledge: knowledge articles, search support
    • Business process flow - Complaint > Intake & Processing > Investigator assigned > Investigation > Report back to Complainant
      • Tracked, can correspond to SLA
    • Q: Can cases be divided amongst a team?
      • A: Yes
    • Q: What if intake system is a third party system, handwritten, PDF?
    • Case management reports supported
  • Incident manager: view team performance
    • See IM dashboard - out of the box in Dynamics. PowerBI dashboards also supported.
    • Forecasting and trend analysis is supported

Field & Service (Inspections)

Section titled “Field & Service (Inspections)”

  • Dynamics modules can be integrated with each other and PowerBI

  • Support mobile app with offline capabilities

  • Inspector: accesses mobile app to see schedule

    • Look at specific appointment
    • Organization being inspected - contacts, interaction history
    • Change status to inspection: in progress
    • Start inspection: checklist, note compliance issues
    • Q: Can different inspection types be pre-loaded for an inspector to conduct at a single site? Also, can there be items (non-compliances) already noted for the inspector to look at based on the output of previous inspections?
      • A: Multiple inspections can be done on a single site and assigned to inspector(s). Compliance settings can be set before for inspector to look at by using inspections. Corrective actions can be logged with inspection request - contact, organization, relate to events (follow up, inspection)
    • Select inspection completion status: pass, fail
    • If offline, can upload changes to server

  • Back office web

    • Look at inspections, make changes, modify questionnaire
    • Inspections templates can be managed
    • Client can adjust questionnaire at any time

  • Inspections dashboard with reports

Stakeholder Management (Contacts) / Certifications

Section titled “Stakeholder Management (Contacts) / Certifications”
  • Contact resources can have certifications - skills, past cases, certifications, expiry
  • Contact’s information can be seen across all Dynamics modules
  • Contacts are a hub of all other modules
  • Power Platform comes with Stakeholder Management out of box

Low code, point & click configuration

Section titled “Low code, point & click configuration”

How demo was built? all was built using point & click configuration

  • Technology: Power Platform and Portal
  • All shown was configured
  • Dataverse:
    • Case table created
      • Create column, data type - data is validated or data look up
  • Case management
    • Configure case entity and form, point and click only