Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft, focusing on sales, marketing, and service sectors.
The different deployment models for Dynamics CRM include On-Premises, Online (Cloud), and Partner-Hosted.
Entities in Dynamics CRM are used to model and manage business data. They represent tables in the database where data is stored, similar to a table in SQL.
The different types of entities include system entities, business entities, custom entities, and activity entities.
Dynamics CRM handles security through a combination of role-based security, record-level security, and field-level security to ensure data is protected and accessible only to authorized users.
The core modules of Dynamics CRM are Sales, Customer Service, Marketing, Field Service, and Project Service Automation.
A solution in Dynamics CRM is a container for all the customizations and configurations that you apply to an instance of Dynamics CRM. It can include entities, fields, forms, views, workflows, plugins, and more.
A managed solution is a completed solution that is intended to be distributed and installed. It cannot be modified except by importing an updated version of the managed solution. An unmanaged solution is a solution that is still under development or not intended to be distributed. It can be modified directly.
Dynamics CRM supports marketing automation through features like campaign management, email marketing, marketing lists, lead scoring, and marketing analytics to streamline marketing efforts and improve efficiency.
The lead-to-opportunity process flow involves capturing leads, qualifying them to determine if they are a potential customer, converting qualified leads into opportunities, and then managing those opportunities through the sales process to closure.
Activities in Dynamics CRM represent various tasks, appointments, emails, phone calls, and other interactions with customers. They help track and manage customer interactions and ensure follow-up and accountability.
System entities are pre-defined by Dynamics CRM and are integral to its functionality (e.g., Account, Contact). Custom entities are user-defined and created to meet specific business requirements.
Data import/export in Dynamics CRM can be performed using built-in data import/export wizards, data management tools, or third-party integration tools like SSIS, Scribe, and KingswaySoft.
The different types of relationships in Dynamics CRM are one-to-many (1:N), many-to-one (N:1), and many-to-many (N:N).
The user interface in Dynamics CRM can be customized using the form editor to modify forms, the view editor to customize views, and the dashboard designer to create custom dashboards. Customizations can also be done using JavaScript and web resources.
Dashboards in Dynamics CRM provide a visual representation of data through charts, lists, and reports. They help users monitor key metrics and performance indicators, track activities, and make informed decisions.
Dynamics CRM supports sales automation through features like lead and opportunity management, sales forecasting, territory management, sales workflows, and sales analytics to streamline the sales process and improve efficiency.
A business process flow in Dynamics CRM is a visual representation of the steps required to complete a business process. It helps guide users through the stages of a process to ensure consistency and efficiency.
Queues in Dynamics CRM are used to organize, prioritize, and monitor work items such as cases, activities, and leads. They help manage workloads and ensure tasks are assigned and completed efficiently.
SLAs in Dynamics CRM define the level of service expected from a service provider, including response and resolution times. They help ensure consistent service delivery and track compliance with service commitments.
Technical Questions
A solution in Dynamics CRM is a container for all customizations and configurations. The types are managed and unmanaged solutions. Managed solutions are complete and not editable, while unmanaged solutions are editable and used during development.
Plug-ins in Dynamics CRM are custom business logic that augment the standard behavior of the platform. They are event handlers that execute in response to specific events, such as create, update, or delete operations on entities.
Synchronous workflows run in real-time and require the user to wait for the process to complete before continuing. Asynchronous workflows run in the background, allowing the user to continue working without waiting for the process to complete.
Plugins in Dynamics CRM are registered using the Plugin Registration Tool. You create a new assembly, add the plugin steps, and specify the entity and message for which the plugin should trigger.
Workflows are used to automate business processes without user interaction. Actions are more flexible, allowing developers to create custom messages that can be called from workflows, plugins, or code. Actions can accept input parameters and return output parameters.
JavaScript in Dynamics CRM is used for client-side scripting to add custom behavior to forms, such as validation, automation, and interaction with other web resources. It enhances the user experience by providing real-time feedback and interactivity.
Web Resources in Dynamics CRM are files, such as HTML, JavaScript, CSS, images, and Silverlight applications, that can be used to extend the CRM user interface and provide custom functionality.
The SDK (Software Development Kit) for Dynamics CRM provides the necessary tools, libraries, and documentation to help developers build and extend CRM applications. It includes APIs, sample code, and utilities for developing custom solutions.
Common errors with plugins include assembly load failures, missing or incorrect configurations, and exceptions thrown during execution. Troubleshooting involves checking the plugin registration, reviewing error logs, and debugging the plugin code.
To debug a plugin in Dynamics CRM, you can attach the Visual Studio debugger to the w3wp.exe process (for on-premises) or use the Plugin Profiler (for online). Set breakpoints in the code and execute the plugin-triggering action to step through the code.
Early-bound classes are generated by the CRM SDK and provide compile-time checking and IntelliSense support. Late-bound classes use the Entity class and provide more flexibility but lack compile-time checking and IntelliSense support.
The Organization Service in Dynamics CRM is a web service that provides a way to interact with the CRM data and metadata. It allows developers to perform CRUD operations, execute workflows, and retrieve metadata information.
To execute a FetchXML query in Dynamics CRM, you can use the RetrieveMultipleRequest class in the SDK or the Web API. You pass the FetchXML query as a string and retrieve the results as an EntityCollection.
A custom workflow activity is a custom code that extends the capabilities of workflows in Dynamics CRM. You create one by inheriting from the CodeActivity class, implementing the required logic, and registering the assembly in CRM.
CRM Online is a cloud-based solution hosted by Microsoft, providing automatic updates and scalability. CRM On-Premises is hosted on the customer’s own servers, offering more control over the environment but requiring more maintenance and management.
OData (Open Data Protocol) is a web protocol for querying and updating data. In Dynamics CRM, it is used with the Web API to interact with CRM data through RESTful services.
Custom actions in Dynamics CRM are created using the Action designer in the CRM interface. They are managed through the solution framework and can be called from workflows, plugins, or code to perform custom business logic.
The Web API provides a more modern, RESTful approach to interacting with CRM data, offering better performance, simpler syntax, and support for various data formats (JSON, XML). It is also easier to use with web and mobile applications.
Unit testing for plugins and workflows in Dynamics CRM can be done using testing frameworks like MSTest or NUnit. Mocking libraries such as FakeXrmEasy can simulate CRM context and help test the logic in isolation.
Xrm.Page is a client-side object model in Dynamics CRM used to interact with form elements, such as fields, sections, and tabs. It allows developers to perform actions like getting/setting field values, showing/hiding elements, and triggering form events.
Customization
You can customize forms and views in Dynamics CRM using the form editor and view editor, respectively. The form editor allows you to add, remove, and rearrange fields, sections, and tabs on forms. The view editor allows you to customize the columns, sorting, and filtering of views.
Creating custom entities in Dynamics CRM involves defining the entity's attributes (fields), relationships with other entities, and form layouts. This is done through the customization area in the CRM interface or by using the solution framework.
Business rules in Dynamics CRM provide a way to apply logic to forms without writing code. They can perform actions like setting field values, showing/hiding fields, and validating data. JavaScript provides more flexibility and control but requires coding knowledge.
Field-level security in Dynamics CRM is implemented by creating field security profiles. These profiles define which users or teams have read, update, or create permissions for specific fields.
You can create a custom dashboard in Dynamics CRM by using the dashboard designer. This tool allows you to add and configure components like charts, lists, and web resources to display key metrics and data insights.
System views are predefined views available to all users within the organization. They are designed to provide a standard way of looking at records. Personal views, on the other hand, are custom views created by individual users to meet their specific needs and preferences. Personal views can be shared with other users as well.
Themes in Dynamics CRM allow you to customize the appearance of the CRM interface, including colors, logos, and icons. This helps align the CRM interface with your organization's branding. You can create a new theme or modify an existing one from the customization settings in CRM.
Field mappings in Dynamics CRM define how data is transferred between related entities. For example, when converting a lead to an opportunity, field mappings ensure that data from the lead is copied to the appropriate fields in the opportunity. This ensures data consistency and reduces manual data entry.
To create a custom ribbon button in Dynamics CRM, you use the Ribbon Workbench tool. This tool allows you to add, configure, and customize ribbon buttons, define their actions, and control their visibility based on specific conditions. You can also use JavaScript or Web Resources to define the actions performed by the button.
The different field types available in Dynamics CRM include:
- Single-line text
- Option set (picklist)
- Two options (yes/no)
- Whole number
- Decimal number
- Floating point number
- Currency
- Multiple lines of text
- Date and time
- Lookup
- Calculated fields
- Rollup fields
- Composite fields (e.g., full name, address)
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