Designing a custom application

The first thing we have to understand is that we are not necessarily going to build a custom application on Dynamics 365 Customer Engagement, and even sometimes, it is not the recommended option because we could lose the native functionality that Microsoft has designed and built for the native application.

We also have to remember that we can customize the experience of different users of an application by incorporating role-based restrictions to different components, such as forms or business process flows.

So, how can we identify if we need a customized application?

Among some of the arguments or requirements that we can find to think that we need a customized application, we have the following:

• We need external users to intervene in a process or access certain information
• We need a simpler interface
• We need to limit the use cases of the application
• We need to have two versions of the same application, but in one of them...