Low-code is not necessarily low cost

It is very common to assume that a low-code platform implies a low-cost project, when in fact, there is no direct relationship between the two. Sometimes, this becomes more difficult to explain when we are working with Dynamics 365 Customer Engagement as a base solution, which already brings a native data model, a series of business processes, automations, and other functions that allow implementation in the form of adoption. However, there is no Dynamics 365 Customer Engagement implementation that does not involve customizations. And as much as we take advantage of native capabilities, and extensions are made with a no-code/low-code approach, such customizations can involve considerable effort not only for the construction but for everything that entails making them follow best practices.

It becomes important then to identify the implications of having a no-code/low-code approach versus a pro-code approach.

When we say that Dynamics 365 Customer Engagement is intrinsically connected to a no-code/low-code application development platform, that primarily means the following:

• It is possible to carry out a project from end to end without the need for custom developments. In other words, no programming knowledge is required to implement and extend a Dynamics 365 Customer Engagement solution.
• The customizations that are carried out are done declaratively or by means of simple tools, such as drag-and-drop designers.
• The maintenance of the solution could be easier compared to custom development.
• Administration of the solution can be performed by business users.
• Time to market will be shorter compared to a solution developed from scratch.

As you can see, there is no correlation between a low-code approach and a low-cost project. However, it’s true that if we compare the same scope with a low-code approach and a pro-code approach, in terms of implementation and maintenance costs, the low-code project is more profitable or has a lower cost.

As always, the simplicity of, for example, the maintenance or deployment of a solution, will not only depend on whether the development approach is no-code/low-code versus pro-code. The use of best practices and the selection of the best solution are key factors. As we will see throughout the chapters, on many occasions, the best solution approach might include the use of code. This, far from being detrimental to the overall solution, will contribute to having an optimized solution with a good balance between no-code, low-code, and pro-code capabilities.

However, the cost of the project will depend on two variables: scope and time.

The following diagram represents how the time, cost, and scope of a project are affected when we change any of the conditions:

Figure 1.3 – The project management triangle

As we can see, if we maintain the scope and we reduce the time of the project, the cost will increase.

As we have seen, expectation management in relation to a no-code/low-code approach project is important. Note that the type of approach does not change the fact that good practices must be followed to ensure the correct design, construction, and maintenance of the solution, as well as its scalability. This is why it is important to understand that a low-code project does not necessarily imply that it has to be low-cost, but that it will depend on the multiple factors mentioned earlier.

How complex can a no-code/low-code project be?

A solution based on no-code/low-code elements does not guarantee that it will be a simple project. Currently, with the extensive capabilities offered by Dynamics 365 Customer Engagement as standalone applications, along with the possibility of extending them using Power Platform components, we can find ourselves with extremely complex scenarios, and therefore, with a high cost, such as the following:

• Integration with SAP in different business processes, such as the customer registration, at the time of winning a bid, or synchronizing a technician's inventory
• The implementation of a self-management portal for customers with an integrated virtual assistant that resolves queries by referring them to knowledge base articles
• The complete configuration of the Omnichannel Engagement Hub, including multiple streams or mapping rules
• Building an end-to-end process integrated with the organization’s business process

In short, the fact that a project or a platform is no-code/low-code does not change the basic principles of any project, among which we find that a project will be as simple or complex as its requirements are.

Selecting the right approach for a solution

With Dynamics 365 Customer Engagement, we have the possibility to choose the best way to solve a requirement, through a simple triage:

Figure 1.4 – A requirement triage

This way, we can decide whether a requirement will be solved with native Dynamics 365 Customer Engagement capability, whether we will do it through no-code/low-code customization, or whether a pro-code approach is required.

As we have seen, the complexity of a project will depend strictly on its requirements and the possible solutions we can design to meet them.

The triage of the requirements to ensure the correct selection of the best solution approach will give us the size of the project. As a result, the project may be more oriented toward adopting native functionality, or building new functionality through development.