D365Forge

Use cases

Situations that cross departments, worked end to end. Most CRM projects go wrong at the hand-offs between modules and disciplines, so these double as acceptance tests for the library: Robert Peledie runs each one before a department moves from draft to reviewed.

Each case lists what engages, in what order, the reviewer gate, and what the library cannot decide for you.

1. A marketing-qualified lead reaches a seller with its history

Situation. Marketing runs journeys in Customer Insights - Journeys. Sales complains that leads arrive with no context and that hot leads wait days.

What engages.

  1. marketing:lead-scoring-and-sales-handoff defines the score threshold, the hand-off trigger and what context travels.
  2. sales:lead-to-opportunity defines qualification and conversion so the hand-off lands in a process sellers follow.
  3. solution-architecture:cross-module-data-model checks that lead, contact and account records are not duplicated across modules.

Reviewer gate. security-compliance:marketing-consent-compliance confirms that consent and preferences travel with the lead and that sales follow-up respects them. Blocking if a seller could contact someone who has opted out.

What the library cannot decide. Your score thresholds. They come from your own conversion data.

2. A service case needs a technician visit

Situation. Customer Service agents log faults that need an engineer. Today they re-key details into a separate job system.

What engages.

  1. customer-service:case-lifecycle-design defines when a case needs field work and what status it holds meanwhile.
  2. field-service:work-order-design defines the work order created from the case and what flows back on completion.
  3. field-service:incident-types-and-service-tasks standardises the fault types so the right skills and parts are booked.

Reviewer gate. design-authority:design-review checks there is one source of truth for status and that the case does not close before the work order does.

What the library cannot decide. Whether your organisation bills from the case, the work order or the ERP.

Situation. A contact unsubscribes from marketing email and later calls the service desk.

What engages.

  1. marketing:consent-and-preference-centre records the withdrawal against the right purpose and channel.
  2. customer-service:digital-and-voice-channels checks that service communications are not blocked by a marketing opt-out.
  3. integration-and-data:integration-architecture checks that the withdrawal reaches every system that sends messages.

Reviewer gate. security-compliance:marketing-consent-compliance, blocking. A withdrawal that does not reach every sending system is a compliance failure, not a defect to fix after go-live.

What the library cannot decide. Your lawful basis for each purpose. That is your DPO's call.

4. A 25-user SMB goes live on Sales and Customer Service with one consultant

Situation. A partner consultant is the architect, configurer and trainer. The owner wants go-live in four months.

What engages.

  1. project-tailoring:edition-selection confirms the SMB edition and what can be simplified.
  2. project-tailoring:role-mapping maps the consultant and internal staff to roles and flags unsafe combinations, such as the consultant testing their own configuration.
  3. programme-management:delivery-plan and testing-quality:user-acceptance-testing keep the plan realistic and make sure key users, not the consultant, sign off UAT.

Reviewer gate. design-authority:customisation-challenge keeps the build close to standard, which is what keeps a small project supportable.

What the library cannot decide. Whether four months is achievable. It shows you what has to be true for it to be.

5. An enterprise moves its contact-centre voice channel into Dynamics 365

Situation. A large service desk wants voice, chat and email routed in one place, with call recording.

What engages.

  1. customer-service:digital-and-voice-channels and customer-service:queues-and-routing design channels and routing.
  2. integration-and-data:integration-architecture covers the telephony integration and its failure modes.
  3. testing-quality:performance-testing and platform-administration:licensing-and-capacity cover concurrency and capacity.

Reviewer gate. security-compliance:data-retention on call recording retention and access. Blocking until retention periods and access are agreed with the DPO.

What the library cannot decide. The licensing for your channel mix. Confirm with the Microsoft licensing guide or your partner.

6. Field technicians lose data offline in the first week of hypercare

Situation. Technicians in poor-coverage areas report notes and parts usage disappearing.

What engages.

  1. support-operations:hypercare triages the incident and protects technicians' work in the meantime.
  2. field-service:mobile-and-offline reviews the offline profile, sync scope and conflict handling.
  3. platform-engineering:plugin-design checks for server-side logic that rejects records synchronised later.

Reviewer gate. design-authority:change-impact-assessment before the offline profile changes in production.

What the library cannot decide. Which data technicians genuinely need offline. That comes from riding along with them.