MB2-712: Microsoft Dynamics CRM 2016 Customization and Configuration certification video training course by prepaway along with practice test questions and answers, study guide and exam dumps provides the ultimate training package to help you pass.

Microsoft Dynamics CRM: Customization and Configuration (MB2-712) Certification Prep

Introduction to the Course

This training course is designed for learners who are preparing for the MB2-712 exam. It focuses on Microsoft Dynamics CRM 2016, a powerful platform for managing customer relationships and building tailored business solutions. The purpose of this course is to guide participants through the principles of customization and configuration, ensuring they are ready to work with CRM environments effectively and confidently.

Course Overview

The MB2-712 training course provides a detailed learning path. It begins with a foundation in CRM concepts and then moves into practical customization skills. It explains how to configure the system to align with business processes and organizational goals. By the end, learners will understand entity customization, security modeling, business rules, form design, dashboards, workflows, and solution management.

The course is divided into five major parts. Part One introduces the course framework, requirements, and audience. The following sections will go deeper into each functional area of CRM customization and configuration, ensuring both exam readiness and practical application.

Importance of Customization

Microsoft Dynamics CRM 2016 is not just a static tool. Every organization has unique processes and customer engagement needs. Out-of-the-box features often require tailoring. Customization allows CRM to reflect those processes, ensuring efficiency, compliance, and adaptability.

Customization in this course does not require coding expertise. It focuses on no-code and low-code capabilities such as modifying forms, adding fields, setting up security roles, designing workflows, and managing dashboards. This makes the training accessible to business analysts, consultants, administrators, and functional users.

Importance of Configuration

Configuration complements customization by setting up CRM at a system level. Configuration involves defining settings, enabling modules, creating templates, and aligning the platform with organizational structures. It ensures the system is not only customized but also correctly deployed and optimized.

Exam Connection

The MB2-712 exam measures the ability to configure and customize Microsoft Dynamics CRM 2016. Candidates are expected to know how to manage entities, fields, relationships, security, workflows, solutions, and system settings. This course directly addresses each domain in the exam blueprint. Learners who follow the modules thoroughly will be fully prepared to sit for the certification test.

Course Objectives

The main goal of this course is to help learners become confident CRM professionals. By the end of the full course, participants will be able to:

Understand the customization and configuration features available in Dynamics CRM 2016
Apply business rules, workflows, and processes within CRM
Modify entities, attributes, and relationships effectively
Design forms, views, and dashboards for user-friendly experiences
Control access and security at different levels
Manage and deploy solutions across environments

Course Requirements

Participants should have a basic understanding of Microsoft Dynamics CRM concepts. Previous experience working as an end user or administrator is helpful but not mandatory. A general awareness of business processes in sales, service, or marketing is beneficial.

No advanced coding knowledge is needed since the course emphasizes point-and-click customization. However, familiarity with Microsoft products like Office 365, Outlook, and Excel will make learning smoother.

Target Audience

This course is for anyone aiming to become a Dynamics CRM professional. It suits consultants who want to specialize in CRM customization, administrators tasked with maintaining systems, and business analysts who want to design business processes using CRM.

IT professionals who wish to broaden their Microsoft certification portfolio will also find this training valuable. Additionally, organizations planning to implement CRM will benefit from having employees trained in customization and configuration to reduce reliance on external support.

Course Description

The course is structured to gradually build knowledge. It starts with foundational concepts and progresses to advanced customization. Each part is designed to be practical, with real-world scenarios and examples that show how CRM adapts to business requirements.

Hands-on practice is highly encouraged. Learners should set up a trial Dynamics CRM 2016 environment or work with an available sandbox environment. Applying the lessons directly in CRM will deepen understanding and prepare learners for both real projects and the exam.

Why Take This Course

Certification in MB2-712 enhances professional credibility. Organizations value certified individuals who can manage CRM without needing constant external consultancy. The skills gained also increase career opportunities, as CRM consultants and administrators are in high demand across industries.

This course not only prepares you for the exam but also equips you to work confidently in CRM projects. From designing forms to deploying workflows, you will gain hands-on skills that translate into business impact.

Module Introduction

The training course is divided into several modules. Each module covers a distinct area of CRM customization and configuration. The modules are interconnected, building on previous knowledge, but each also stands on its own as a specific skill set.

Module One: Understanding the CRM Environment

The first module introduces the CRM interface, navigation, and fundamental concepts. Learners explore entities, records, and data organization. This sets the stage for deeper customization.

Module Two: Entity Customization

This module explains how to create, modify, and manage entities. It covers fields, attributes, and relationships. Learners understand how to extend CRM to capture the exact information their organization requires.

Module Three: Security and Access

Here, learners study user management, business units, security roles, and field-level security. This ensures that CRM data is protected while giving the right people the right access.

Module Four: Business Rules and Workflows

This module introduces automation within CRM. Learners discover how to set up business rules, workflows, and process flows. These tools reduce manual work and enforce organizational standards.

Module Five: Forms, Views, and Dashboards

User experience is key. This module teaches how to design forms, views, charts, and dashboards that provide clarity and usability. A well-designed interface enhances adoption and efficiency.

Module Six: Solutions and Deployment

This final module covers solution management. Learners discover how to package, transfer, and maintain solutions across development, test, and production environments.

Learning Approach

The learning method blends explanations, scenarios, and guided practices. Each concept is explained clearly, then connected to business examples, and finally linked to CRM interface demonstrations. Learners are encouraged to practice continuously in a CRM environment to reinforce skills.

Benefits of Hands-On Training

Hands-on training is essential for mastering CRM. Reading alone will not prepare learners for the exam or for real projects. By working directly within CRM, learners see how configurations affect records, workflows, and reports. They also gain confidence in troubleshooting and refining customizations.

The Role of CRM in Modern Businesses

CRM systems have evolved beyond contact management. They now serve as the central hub for sales, marketing, service, and business insights. Microsoft Dynamics CRM 2016 allows organizations to engage customers, track interactions, and drive efficiency. Customization ensures the system aligns with business goals rather than forcing businesses to adapt to the software.

Preparing for Certification Success

Certification is not just about memorizing answers. Success comes from understanding concepts and applying them in practice. This course emphasizes real knowledge, preparing learners to approach the exam with confidence and accuracy.

Who Will Benefit Most

Business analysts will learn how to capture requirements and implement them in CRM. Administrators will gain the ability to manage users and data security. Consultants will sharpen their implementation skills. Students and job seekers will gain a competitive edge in the job market.

Setting Learning Expectations

The course requires consistent effort. Each part covers approximately 3000 words of structured material. Learners should read carefully, practice in CRM, and review key topics regularly. The combination of theory and practice ensures long-term retention.

Path Beyond This Course

After completing this course, learners may pursue advanced Dynamics certifications or specialize in areas such as field service, customer engagement, or marketing automation. The foundation gained here opens the door to broader Microsoft certifications like Dynamics 365 and Power Platform exams.

Introduction to Entity Customization

Entity customization is at the heart of Microsoft Dynamics CRM. Entities define the structure of data stored within the system. Every record you work with in CRM belongs to an entity, whether it is a customer, opportunity, case, or activity. Understanding how entities work and how to customize them is essential for aligning CRM with organizational needs.

The Concept of Entities

Entities represent logical groupings of data. For example, the Account entity stores details about companies, while the Contact entity stores details about individuals. Opportunities represent potential sales, and Cases represent customer issues. Entities can be system-defined or custom. Custom entities extend the platform by capturing unique data relevant to a specific business process.

Types of Entities

Entities are classified into two broad types. System entities are built into CRM and cannot be deleted, although they can often be customized. Examples include Accounts, Contacts, Leads, and Opportunities. Custom entities are created by users or administrators when business processes require new data structures. Both types of entities can be tailored to meet organizational needs.

Standard Features of Entities

Every entity shares common features such as forms, views, fields, and relationships. These features determine how data is captured, displayed, and connected. By customizing these features, administrators shape the way users interact with CRM and how data supports decision-making.

Creating Custom Entities

When a business process requires storing data not covered by system entities, a custom entity can be created. Creating a custom entity involves defining its name, ownership type, and key features. Administrators decide whether the entity should be user-owned or organization-owned. This decision impacts security and accessibility.

Ownership of Entities

Ownership defines who controls records within an entity. User-owned entities assign records to individual users or teams, giving flexibility in security and assignment. Organization-owned entities are controlled at the organization level, meaning security is applied more broadly. Understanding ownership is critical for both customization and security management.

Primary Fields in Entities

Every entity contains a primary field, which is the main attribute used to identify a record. For example, the Account entity has Account Name as its primary field. Custom entities require a primary field as well. Choosing a meaningful name for this field ensures clarity in forms and views.

Fields and Attributes in Entities

Fields, also called attributes, define the information stored within an entity. They can be text, numbers, dates, lookups, options, or calculated values. Adding custom fields allows CRM to track exactly the data that matters to a business. For example, a hospital might add a field for Patient ID, while a real estate company might add Property Type.

Field Data Types

CRM supports a variety of data types. Text fields capture free text, numbers store numeric values, date fields manage time-based information, option sets provide lists of predefined choices, and lookup fields link entities together. Each type has its purpose, and selecting the correct type ensures accurate and useful data.

Option Sets

Option sets provide standardized lists of choices. A single option set can be reused across multiple entities, ensuring consistency. For example, a Status field could use an option set that includes Active, Inactive, Pending, or Closed. Option sets simplify data entry and reporting by limiting values to a predefined list.

Lookup Fields

Lookup fields establish relationships between entities. For example, a Contact record might include a lookup to an Account, linking the individual to the company they represent. Lookups enhance data relationships and provide users with the ability to navigate between connected records easily.

Relationships Between Entities

Entities rarely exist in isolation. Relationships connect them in meaningful ways. CRM supports one-to-many, many-to-one, and many-to-many relationships. By customizing relationships, administrators model real-world interactions within the CRM system.

One-to-Many Relationships

In a one-to-many relationship, a single record in one entity relates to multiple records in another. For example, one Account can have many Contacts. This is one of the most common relationship types in CRM and allows data to be grouped logically.

Many-to-One Relationships

A many-to-one relationship is simply the reverse of one-to-many. Multiple child records can point to a single parent record. For example, multiple Opportunities may relate to one Account. This relationship structure is vital for tracking organizational sales pipelines.

Many-to-Many Relationships

Many-to-many relationships allow records from one entity to connect with multiple records from another entity. For example, multiple Contacts can be related to multiple Marketing Campaigns. This flexibility is powerful but must be used carefully to avoid unnecessary complexity.

Hierarchical Relationships

CRM also supports hierarchical relationships, allowing records within the same entity to be related. For example, an Account hierarchy can show parent-child company structures. These hierarchies provide valuable visualization of business structures and reporting insights.

Keys and Record Identification

Entities require unique identifiers to distinguish records. CRM automatically assigns a GUID (Globally Unique Identifier) to each record. However, alternate keys can also be defined to allow external data imports or integrations to match records using meaningful business data, such as an Employee ID or Product Code.

Forms in Entities

Forms define how users interact with entity records. Each entity can have multiple forms designed for different purposes. For example, a main form might display detailed information, while a quick create form allows fast entry of essential fields. Customizing forms ensures users have the right information at the right time.

Types of Forms

CRM includes several form types such as main forms, quick create forms, card forms, and mobile forms. Each type serves a unique role. Main forms provide comprehensive data entry, quick create forms allow rapid record creation, card forms display compact data, and mobile forms optimize layouts for mobile users.

Customizing Forms

Customizing forms involves adding, removing, or rearranging fields. Tabs and sections organize fields logically, making forms easier to use. Business rules can also be applied to forms, showing or hiding fields based on conditions. These customizations improve user adoption and efficiency.

Views in Entities

Views determine how lists of records are displayed. System views include default views such as Active Accounts or All Contacts. Custom views can be created to filter and display records based on specific criteria. For example, a sales team might create a view to show Opportunities closing this month.

Charts and Dashboards for Entities

Charts provide visual insights into entity data, while dashboards combine multiple charts and views. Customizing charts and dashboards allows organizations to track performance indicators directly within CRM. A sales dashboard might include charts for pipeline value, closed deals, and top-performing accounts.

Business Rules in Entities

Business rules apply logic at the form level without requiring code. They can validate data, set default values, or change field visibility. For example, a business rule could require the Phone Number field to be mandatory when the Contact Method is set to Phone. Business rules ensure consistency and reduce errors.

Calculated and Rollup Fields

Calculated fields allow values to be derived based on formulas. For example, a Total Price field can multiply Quantity and Unit Price. Rollup fields aggregate data across related records, such as calculating the total revenue from all Opportunities linked to an Account. These advanced fields reduce reliance on manual calculations.

Entity Diagrams and Data Modeling

When designing entities and relationships, it is useful to create diagrams that represent how data will flow within CRM. Data modeling ensures consistency, avoids duplication, and creates a logical structure that supports reporting and analysis.

Publishing Customizations

After making changes to entities, forms, or fields, the customizations must be published. Publishing applies the changes to the CRM environment, making them available to users. Until changes are published, they remain in draft mode and are not visible.

Best Practices for Entity Customization

Several best practices ensure effective customization. Use consistent naming conventions for entities and fields. Avoid unnecessary complexity by creating only the entities and fields required. Document all customizations for future reference. Test changes in a development environment before deploying them to production.

Common Mistakes in Customization

Common mistakes include creating duplicate fields, overusing option sets when lookups are more appropriate, and ignoring security implications of ownership. Another mistake is customizing forms without considering user experience, leading to cluttered or confusing layouts.

Testing Entity Customizations

Testing ensures customizations meet business requirements. Test forms by creating records and verifying field behavior. Test views to confirm filtering works as expected. Check relationships by linking records and verifying navigation. Testing reduces the risk of errors in production.

Real-World Example of Entity Customization

Consider a university implementing CRM to manage students. Custom entities can be created for Courses, Enrollments, and Professors. Relationships link students to courses through enrollments. Forms display relevant data for each record. Dashboards track student performance and course capacity. This example shows how CRM adapts to specific industries.

Preparing for the Exam with Entity Customization

The exam requires knowledge of entity customization in detail. Candidates must understand entity ownership, relationships, forms, views, fields, and publishing. Practicing these skills in a CRM environment is the best preparation strategy. Reading alone is insufficient without hands-on experience.

Summary of Entity Customization

Entity customization allows CRM to reflect the exact processes of an organization. By creating entities, fields, relationships, forms, and views, administrators tailor the system to capture meaningful data. Combined with best practices, this ensures a CRM system that is both powerful and user-friendly.

Transition to Next Module

The next section of the course will focus on Security and Access. While entity customization defines what data is stored, security defines who can access it. Understanding business units, teams, security roles, and field-level security is critical for protecting sensitive information and ensuring compliance.

Introduction to Security and Access

Security is one of the most critical aspects of Microsoft Dynamics CRM. A CRM system holds sensitive information such as customer records, business opportunities, and financial data. Protecting this information ensures compliance, confidentiality, and trust. Security and access controls define who can see, modify, and manage data in CRM.

The Role of Security in CRM

The security model in CRM balances openness with protection. On one side, users must collaborate and share information effectively. On the other, organizations must safeguard data from unauthorized access. A well-designed security model achieves both by applying the right level of access to the right people.

Layers of Security

CRM security operates at several layers. Business units provide a structural foundation. Users and teams represent individuals and groups. Security roles define privileges at the entity level. Field-level security manages access to individual fields. Hierarchical security extends control based on reporting structures. Each layer works together to provide a flexible but robust system.

Business Units in CRM

Business units are the backbone of the CRM security model. They represent divisions, departments, or regions within an organization. Every user belongs to a business unit, and security roles are applied within this structure. Business units create boundaries for data visibility and control.

Root Business Unit

Every CRM organization starts with a single root business unit. This unit cannot be deleted or moved. All other business units exist beneath it in a hierarchy. The root unit usually represents the overall organization, and its placement ensures a consistent security foundation.

Child Business Units

Administrators can create child business units under the root. For example, a global company might create regional business units such as North America, Europe, and Asia. Each region could then have departments like Sales, Marketing, and Service. This structure ensures that data is segregated but still connected within the hierarchy.

Assigning Users to Business Units

Each user belongs to a single business unit. Users inherit the security roles assigned to that unit. If a user moves from one business unit to another, their access changes according to the roles in the new unit. This structure simplifies administration by tying access to organizational divisions.

Teams in CRM

Teams extend the security model by grouping users together. Teams can own records, share access, and hold security roles. There are two types of teams: owner teams and access teams. Owner teams take ownership of records and can be assigned security roles. Access teams provide flexible sharing without owning records.

Owner Teams

Owner teams behave like users in terms of record ownership. They can be assigned security roles, and records can be assigned to the team. For example, a sales team might collectively own opportunities, ensuring all members have access without assigning the records individually.

Access Teams

Access teams are lightweight and flexible. They do not own records or hold security roles. Instead, they provide access to specific records through team templates. For instance, an access team might allow selected users to collaborate on a high-value opportunity without permanently altering security roles.

Security Roles

Security roles define the actions a user or team can perform. Each role contains a set of privileges across entities. Privileges include create, read, write, delete, append, append to, assign, and share. By combining roles, administrators control what each user can do within CRM.

Privileges in Security Roles

Privileges determine what kind of operations are allowed. Create allows users to add records, read provides viewing rights, write permits editing, and delete removes records. Append and append to link records, assign transfers ownership, and share provides access without changing ownership. Understanding these privileges is essential for designing effective security.

Access Levels in Roles

Each privilege is further refined by access levels. Access levels define the scope at which a privilege applies. Levels include none, user, business unit, parent-child business unit, and organization. For example, a user might have read access at the business unit level but create access only at the user level.

None Access Level

None means the privilege is not granted. Users cannot perform the operation at all. This is used when complete restriction is required, such as preventing users from deleting records.

User Access Level

User level restricts access to records owned by the user. For example, a sales representative might only edit opportunities they personally own. This ensures accountability and prevents interference in other users’ data.

Business Unit Access Level

Business unit level grants access to all records within the user’s business unit. This is useful when departments operate as collaborative teams, sharing records within the same division.

Parent-Child Business Unit Level

Parent-child access extends privileges to the user’s business unit and all child business units beneath it. For example, a regional manager could view records from their own region as well as all sub-departments.

Organization Access Level

Organization level provides the broadest access, granting privileges across the entire CRM environment. Administrators and executives often have this level to ensure full visibility and control.

Combining Security Roles

Users can hold multiple security roles. The system combines the privileges of all assigned roles, granting the highest level of access for each privilege. This allows administrators to build modular roles and assign them flexibly rather than creating overly complex single roles.

Field-Level Security

Field-level security restricts access to specific fields within an entity. For example, salary information in an Employee entity might be visible only to HR managers. Field-level security profiles define who can read, update, or create values in secured fields.

Creating Field Security Profiles

Field security profiles are created by administrators and assigned to users or teams. Profiles control permissions such as read, update, and create for each secured field. This ensures sensitive information is protected while other fields remain accessible.

Example of Field Security

Imagine a financial services company using CRM to manage client accounts. The Account Balance field might be restricted to financial advisors, while support staff can view other details but not sensitive financial data. Field security enables this fine-grained control.

Record Sharing

Sharing allows temporary or selective access to records without changing ownership. A user can share a record with another user or team, specifying which privileges apply. Sharing is useful for collaboration on specific opportunities or cases.

Assigning Records

Assigning transfers ownership of a record from one user or team to another. When ownership changes, the new owner’s security roles apply. Assigning is typically used when responsibilities shift, such as moving an account from one sales representative to another.

Hierarchical Security Model

CRM includes a hierarchical security model that builds on the reporting structure of an organization. Managers can automatically gain access to the records owned by their subordinates. This reduces the need for complex role assignments and mirrors real-world business management.

Manager Access in Hierarchical Security

When hierarchical security is enabled, managers can read, update, or approve records owned by their team members. For example, a sales manager can review all opportunities owned by their representatives, ensuring oversight and support.

Advantages of Hierarchical Security

This model reduces administrative overhead, supports natural reporting lines, and provides flexibility. It is especially useful in organizations with complex structures, where role-based security alone would be difficult to manage.

Auditing Security and Access

Auditing tracks changes to data, including who accessed or modified records. Administrators can enable auditing to monitor compliance, detect unusual activity, and ensure accountability. Audit logs provide transparency and are valuable during investigations or reviews.

Designing a Security Strategy

Designing an effective security strategy requires balancing control with usability. Too much restriction frustrates users and limits collaboration. Too little control risks data breaches. Administrators should start with the principle of least privilege, granting only the access necessary for users to perform their jobs.

Example Security Strategy

A company implementing CRM might start by assigning basic roles to all employees, such as read access to shared reference data. Sales staff receive additional privileges to create and edit opportunities. Managers gain broader visibility through parent-child access. Sensitive fields such as financial data are protected with field-level security. This layered approach ensures both protection and productivity.

Common Mistakes in Security Design

One mistake is over-assigning organization-level access, exposing too much data unnecessarily. Another is failing to document security structures, leading to confusion. Assigning users to incorrect business units or forgetting to publish changes are other common issues. Avoiding these mistakes ensures a secure and reliable system.

Testing Security Configurations

Testing is vital to confirm that security behaves as intended. Administrators should log in as test users to verify access levels, check field restrictions, and attempt restricted actions. Testing ensures that sensitive data is protected while legitimate workflows remain smooth.

Security and Compliance Requirements

Many industries have strict compliance requirements such as GDPR, HIPAA, or financial regulations. CRM security must be designed to support these rules. Field-level restrictions, auditing, and role-based access help organizations meet compliance obligations.

Security in Multi-Environment Deployments

Organizations often maintain multiple CRM environments such as development, testing, and production. Security roles and structures must be replicated consistently across environments. Solutions can package and transport security customizations, ensuring alignment.

Real-World Scenario of Security

Consider a healthcare provider using CRM to manage patient interactions. Doctors require full access to patient records, while administrative staff need only basic details such as appointment times. Financial staff require access to billing information but not clinical notes. By combining roles, field security, and business units, the provider ensures both efficiency and confidentiality.

Preparing for the Exam with Security and Access

The exam will test detailed knowledge of the security model. Candidates must understand business units, users, teams, roles, privileges, access levels, field security, record sharing, and hierarchical security. Practical experience configuring these elements in CRM is essential for success.

Summary of Security and Access

Security and access control protect sensitive information while supporting collaboration. Business units, teams, and roles provide structure. Privileges and access levels define operations. Field security refines control further. Sharing and hierarchical models add flexibility. Together, these tools create a secure, compliant, and functional CRM environment.

Transition to the Next Module

The next part of this course will focus on Business Rules and Workflows. Automation enhances CRM by reducing manual tasks and enforcing consistency. Understanding how to design rules, workflows, and process flows prepares learners for both real-world application and exam readiness.

Introduction to Business Rules and Workflows

Automation is a key strength of Microsoft Dynamics CRM. By reducing manual tasks and enforcing consistency, automation ensures business processes are executed reliably. Business rules and workflows are two of the most powerful no-code automation tools within CRM. They allow administrators to define logic that guides user actions, validates data, and automates operations.

The Purpose of Automation

Business rules and workflows address inefficiency and human error. Without automation, organizations rely on users to remember steps, follow policies, and perform repetitive actions. Automation ensures policies are enforced consistently, routine steps are executed automatically, and processes run smoothly across the system.

Overview of Business Rules

Business rules apply logic directly to forms and fields. They are simple, no-code tools that administrators can configure through a visual interface. Business rules can show or hide fields, set default values, enforce requirements, and validate data. They operate in real time while users interact with forms.

Capabilities of Business Rules

Business rules support several functions. They can enforce data entry requirements by making fields mandatory. They can show or hide fields based on conditions, making forms dynamic. They can set values automatically or validate input to prevent errors. These capabilities ensure data quality and improve user experience.

Designing Business Rules

Creating a business rule involves defining conditions and actions. Conditions evaluate field values, and actions execute when conditions are met. For example, if a field called Preferred Contact Method equals Phone, then a Phone Number field can be set to required. This ensures relevant data is always captured.

Business Rule Components

A business rule includes a condition, one or more actions, and a scope. Conditions define the logic that triggers the rule. Actions specify what happens when conditions are met. Scope determines whether the rule applies to specific forms or to all forms for an entity.

Scope of Business Rules

Scope is important in controlling where a business rule applies. Form scope restricts the rule to a specific form, while entity scope applies the rule across all forms for an entity. Choosing the correct scope prevents unintended results and ensures consistent application.

Advantages of Business Rules

Business rules are easy to create, require no code, and are immediately available within the form designer. They provide rapid solutions to common problems and can be adjusted quickly as business needs change. They are especially useful for administrators who may not have development skills.

Limitations of Business Rules

Business rules are limited compared to workflows. They cannot perform complex multi-step processes, send emails, or trigger actions across entities. They are designed primarily for form-level logic and user interaction, not for full process automation. For broader automation, workflows are required.

Example of Business Rule in Action

Consider a company that requires every opportunity to have an estimated close date. A business rule can enforce this requirement by making the field mandatory whenever an opportunity record is created. This prevents incomplete records and ensures accurate forecasting.

Transition from Business Rules to Workflows

While business rules focus on form-level automation, workflows extend automation across the system. Workflows can create records, send notifications, update fields, and manage processes behind the scenes. Together, business rules and workflows provide comprehensive no-code automation within CRM.

Overview of Workflows

Workflows are background processes that automate tasks within CRM. They are triggered by events such as record creation, updates, or status changes. Workflows can run in the background or require user interaction. Their flexibility allows organizations to design processes that span multiple steps and entities.

Workflow Triggers

A workflow begins when a trigger event occurs. Common triggers include creating a record, updating a field, changing a status, or assigning a record. For example, a workflow might trigger when a case is marked as resolved, automatically sending a survey email to the customer.

Workflow Scope

Workflow scope defines which records the workflow applies to. Like security roles, scope can be limited to user-owned records, business units, or organization-wide. Setting the correct scope ensures workflows run only where intended.

Workflow Steps

Workflows consist of steps that define actions. Steps can include creating records, updating fields, sending emails, starting child workflows, or pausing until conditions are met. Each step executes sequentially, forming a logical process.

Automatic vs Manual Workflows

Workflows can run automatically or be initiated manually by users. Automatic workflows trigger based on events, while manual workflows are started by users when needed. This flexibility supports both behind-the-scenes automation and user-driven processes.

Real-Time vs Background Workflows

Workflows can run in real time or in the background. Real-time workflows execute immediately and can stop a process if conditions are not met. Background workflows run asynchronously, handling tasks such as sending notifications without interrupting the user’s actions.

Designing Effective Workflows

An effective workflow begins with clear business requirements. Administrators should identify the process, map the steps, and define the triggers. The workflow should then be built using the workflow designer, tested in a sandbox environment, and refined before deployment.

Workflow Actions Explained

Workflows provide a wide range of actions. Create Record allows new records to be generated automatically. Update Record modifies existing data. Assign transfers ownership. Send Email notifies users or customers. Child workflows break large processes into smaller, reusable pieces. Each action adds value to business automation.

Wait Conditions in Workflows

Workflows can include wait conditions, pausing the process until criteria are met. For example, a workflow could wait until a payment status changes before sending a receipt. Wait conditions make workflows adaptive but must be used carefully to avoid performance issues.

Parallel Wait Branches

Parallel wait branches allow workflows to monitor multiple conditions simultaneously. For example, a workflow could wait for either payment confirmation or cancellation, proceeding with the appropriate branch depending on the outcome. This flexibility supports complex business scenarios.

Business Process Flows vs Workflows

Business process flows are often confused with workflows. Business process flows guide users through stages of a process, while workflows automate tasks in the background. Both can work together, ensuring users follow structured steps while tasks are completed automatically.

Example of Workflow in Action

A service organization might configure a workflow that automatically creates a follow-up task when a case is resolved. The workflow could also send a thank-you email to the customer and assign a satisfaction survey to the support team. This automation improves customer experience and ensures accountability.

Best Practices for Business Rules and Workflows

Best practices include starting simple, testing thoroughly, and documenting all automation. Administrators should avoid creating too many overlapping workflows, which can cause confusion and performance issues. Business rules should remain clear and focused, supporting user interactions without overwhelming forms.

Common Mistakes in Automation

Common mistakes include forgetting to publish business rules, creating workflows without clear requirements, and using workflows for tasks better suited to business rules. Overusing wait conditions or failing to consider system performance are other pitfalls. Avoiding these mistakes ensures reliable automation.

Testing Business Rules

Testing is essential for business rules. Administrators should create test records, change field values, and confirm that conditions trigger correctly. Testing ensures rules behave as expected and that no conflicts occur between multiple rules.

Testing Workflows

Testing workflows requires running them in different scenarios to confirm outcomes. Administrators should verify that records are created, fields updated, and notifications sent. Testing should also include negative cases where workflows should not run, ensuring proper control.

Auditing and Monitoring Workflows

Administrators can monitor workflows using the system jobs view. This view shows workflow executions, success, and failures. Failed workflows can be analyzed and corrected. Regular monitoring ensures automation remains reliable over time.

Real-World Scenario for Business Rules and Workflows

Consider a retail company that uses CRM to manage online orders. Business rules ensure that the Shipping Address field is mandatory if Delivery Method is set to Shipping. Workflows then handle order processing by creating tasks for the warehouse, sending confirmation emails, and updating inventory levels. Together, they create a seamless automated process.

Advantages of Automation in CRM

Automation reduces manual workload, enforces data quality, and ensures compliance with business policies. It improves efficiency by handling repetitive tasks automatically. It enhances customer experience by ensuring consistent follow-up. Ultimately, automation maximizes the value of CRM.

Preparing for the Exam with Business Rules and Workflows

The exam will test both conceptual understanding and practical skills. Candidates must know the capabilities, limitations, and configurations of business rules. They must understand workflow triggers, steps, wait conditions, and actions. Hands-on practice is critical to success.

Summary of Business Rules and Workflows

Business rules and workflows provide powerful no-code automation in CRM. Business rules simplify form interactions, ensuring users enter accurate and complete data. Workflows extend automation across entities, handling tasks, notifications, and processes. Combined, they deliver efficiency, consistency, and reliability.

Transition to the Next Module

The next section of this training will focus on Forms, Views, and Dashboards. These elements define the user experience by controlling how data is presented and consumed. Understanding customization of forms, the design of views, and the creation of dashboards ensures CRM is both powerful and user-friendly.

Prepaway's MB2-712: Microsoft Dynamics CRM 2016 Customization and Configuration video training course for passing certification exams is the only solution which you need.