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Customer Engagement: Accounts entity data capture

Overview

This help explains the account entity OOTB in Dynamics 365. Remember in Dynamics 365 Customer Engagement you have control of how you want these forms to display data and what data is displayed. The screen shots below are to help you understand what is there OOTB and the possible data capture that could be against an account. Your partner will want to know the level of change that is required against this account record.

In Dynamics 365 Sales

The screen shot below highlights OOTB data capture of the Account record in Dynamics 365.

Account entity – summary page
  1. Account information. Summarises the Account. If introducing account classification fields such as Type (supplier, customer or prospect) or other classifications and the field is mandatory this is where these additional fields should appear. If not all of these fields are required, they can be removed.
  2. Address. OOTB address fields, additional address fields can be added. Includes a Bing Map showing the address location if the setting has been switched on in Administrative settings.
  3. Timeline. This records all activities recorded against the account.
  4. Assistant. Sales Assistant standard insights card (only available in Sales App Enterprise) uses this area to provide key information to a Sales App user. For example notifications if opportunity close dates are approaching or reminders of upcoming meetings. Premium insight cards are available with the Sales Insights license which can provide suggested activities, notify of intent, provide issue detection and risk assessments. With the addition of Sales Navigator license the Insights cards can notify if a contact is not longer linked to the account record.
  5. Contacts. OOTB Accounts have ONE primary contact and can have many contacts associated to the Account record.
  6. Recent Opportunities. This lists all the recent opportunities recorded against the account
  7. Header metadata. This is important metadata against the account. If the OOTB fields are not important to your business these fields can be changed.

Below is a screen shot of the Details page/tab OOTB of the Account entity.

Account entity – details page
  1. Company Profile. OOTB to classify an account there is industry, SIC code and ownership classification fields. How your account records are profiled can be changed and you can setup your own metadata.
  2. Marketing. These fields relate the to basic marketing capabilities in the Sales App of Dynamics 365, not the Marketing app. These fields will record if an Account has originated from a Lead and the date of the last Campaign the account was included in. Marketing Materials field guides if the account can be marketing to, this is further defined in contact preferences.
  3. Contact Preferences. If any of the contact preferences are indicated as Do Not Allow if that channel activity is selected against an account, the system would prevent that activity.
  4. Billing. If using the Sales App across multiple currency or using sales app for quote, order or invoice these fields are important as they record the default billing information of the account.
  5. Shipping. If using the Sales App for Order management or for managing customers order requirements these fields are an example of shipping details that will be passed to the Order.
  6. Child Account. If recording account relationships through hierarchy this will be used.
In Dynamics 365 Customer Service

The default account form is very similar to that in Dynamics 365 Sales but the differences have been highlighted below:

Account entity – summary page

There is a tab-enabled section where the user can easily navigate between key lists of data related to the account. Starting from the top these are:

  • Contacts – all contacts related to the account
  • Recent Opportunities – view a list of all recent opportunities recorded against this account
  • Recent Cases – view a list of all cases where the customer is logged as this account
  • Entitlements – view any entitlements that may be associated with this account