Business process extensions
Dynamics 365 Customer Engagement includes multiple business processes that have already been defined, such as Lead to Opportunity, Call to Case, Case to Work Order, Event Management, and more. These processes are composed of an easily recognizable visual component, such as the business process flow (BPF), and the definition of a data model that accompanies the process.
The business process flow is composed of a series of stages, conditions, workflows, and steps. When implementing Dynamics 365 Customer Engagement, we can choose to adopt the native processes or extend them:
Figure 2.8 – The native lead to opportunity sales process
Among the actions we will be able to perform, we can include the following:
- Creating another business process that applies under certain conditions on demand
- Establishing conditions in the flow of the business process that end up implying branches to the initial process
- Adding...
