Dynamics 365 Customer Service – Conceptual Diagram – v2022 – Mastering requirements, ideation and design for Microsoft Business Applications

Dynamics 365 Customer Service provides a complete case management solutions to improve the personalized support for customers.

The below diagram is my view of the Dynamics 365 Customer Service – Conceptual Diagram.

The conceptual diagram is like a blueprint for building a house. The blueprint will show you where is the main living room, how many bedrooms there are and how the bathrooms are placed in the plan configuration. Same applies for your Dynamics 365 implementation. What are the main features and how are the other features related to it? Ex: If we are implementing Dynamics 365 Customer Service, then the main feature might be “Case Management”. Other related entities could be “Knowledge Articles”, “Contacts” or “Activities”.

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How I use the diagram

Conceptual Diagrams help me explain how I understand solutions to others and get to a shared understanding of requirements. I use the Conceptual Diagram in the following context:

At the start of most of my presentations I explain and remind the audience what the solution is about using the diagram.
As a tool to get a shared understanding and stimulate the generation of ideas.
To describe the solution to teams, as it helps me structure my thoughts and narratives when I explain the system.
As a starting template during the creation of a custom conceptual diagram tailored to my client’s solution.

Download the Diagram