Automate your business processes in Customer Engagement

Applies to Dynamics 365 (online), version 9.x

Business processes are an integral part of any enterprise software application. A business process can be of two types: automated processes that rely solely on communication among applications based on a set of rules, and interactive processes that also rely on people to initiate and run the process, and to make the appropriate decisions during the running of the process.

In Dynamics 365 (online) Customer Engagement, a process enables you to create and manage your automated and interactive business processes. While the name has been changed from workflow to process, the entity that’s used to implement a process is still called workflow. A Dynamics 365 process provides many out-of-the-box components that business users and administrators can use to model their business processes. Dynamics 365 also offers developers a mechanism to extend and customize the standard behavior of processes to achieve the functionality that their business applications require by allowing them to develop custom components.

A Dynamics 365 process is based on the Windows Workflow Foundation programming model. Windows Workflow Foundation provides a runtime engine, a framework, a base library of activities, and default implementations of the runtime services. The Windows Workflow Foundation runtime engine manages process execution, and supports processes that can remain active for extended periods of time. It preserves the state of process execution during computer shutdown and restart.

In This Section

Choose a Process (Workflow) Type for Your Automation

Process Architecture for Dynamics 365 Customer Engagement

Workflow and Process Entities

Supported Types, Triggers, and Entities for Process

Custom Workflow Activities (Workflow Assemblies)

Model the business process flow

Create real-time workflows

Create Your Own Custom Operations

Use Dialogs in Dynamics 365 Customer Engagement

Sample Code for Process and Workflow

Software Development Kit for Dynamics 365

Write Plug-Ins for Dynamics 365 Customer Engagement

Understanding the Asynchronous Service