1. What is Configuration in Dynamics 365 CRM?
Configuration refers to out-of-the-box (OOB) changes that do not involve writing code. It’s the preferred first step in tailoring CRM to business needs.
Examples of Configuration:
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Adding/removing fields or sections on a form
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Creating new entities (tables), views, dashboards
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Modifying business process flows
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Defining business rules and calculated fields
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Configuring security roles and access levels
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Using Power Automate for simple workflows
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Setting up charts, reports, and queues
These changes are made through Power Apps Maker Portal or Classic UI, and are supported and upgrade-safe.
2. What is Out-of-the-Box (OOB) Customization?
OOB Customization is an extension of configuration—it involves adapting built-in features rather than writing custom code.
Examples:
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Modifying the lead-to-opportunity sales process
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Configuring customer service queues, entitlements, SLAs
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Using OOB connectors with Power Automate
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Configuring email templates and quick campaigns
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Activating relevance search and knowledge management
3. Dos and Don’ts for Configuration & OOB Customization
| DOs | DON’Ts |
|---|---|
| Use OOB features as much as possible before custom development | Don’t over-customize forms or views with unnecessary fields |
| Use Business Rules instead of client-side JavaScript if logic is simple | Avoid duplicating logic between forms, workflows, and plugins |
| Use Managed Solutions for deploying to production | Don’t edit built-in system solutions directly |
| Document field usage and naming conventions | Don’t use inconsistent display names or reuse fields inappropriately |
| Use custom entities only when no OOB entity fits | Don’t use custom entities for what can be solved by Option Sets or lookups |
| Implement security roles and access levels early | Don’t assign excessive privileges to all users |
| Keep solution layers clean and organized | Don’t make changes directly in the production environment |
| Leverage Audit Logs for tracking changes | Don’t disable auditing on key business tables |
4. Best Practices Summary
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Use configuration over customization—it’s cheaper to maintain and supported by Microsoft.
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Only go for code-level customization (e.g., plugins, JS) if business rules can’t be handled via config.
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Always build using solutions for portability and proper ALM.
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Test configuration changes in sandbox environments before production.
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Keep a governance document for all configurations for future admins and devs.