Navigating with Business Process Flows, Canvas Apps and Enquiry 360


As organizations bid farewell to Dynamics 365 Dialogs, the quest for alternatives leads us to explore the dynamics of Business Process Flows (BPFs), Canvas Apps, and Enquiry 360.


Business Process Flows & Canvas Apps: A Delicate Balancing Act

Business Process Flows (BPFs) offer structure but struggle with dynamic scenarios, hindering adaptability and real-time decision-making. Challenges include handling exceptions and integrating with evolving systems, impacting user engagement in changing contexts. To address these limitations, businesses may explore more flexible options like dynamic case management or workflow automation tools.

Canvas Apps provide a creative outlet but face challenges with complexity due to their drag-and-drop nature. They excel in visually appealing interfaces but struggle with intricate business logic and workflows. In contrast, Model-Driven Apps, with a data-centric approach, are better suited for managing complexity, offering organized handling of data relationships and business rules. The choice between Canvas and Model-Driven Apps depends on project requirements, balancing creative design with effective handling of intricate functionalities.


Enquiry 360: A Model-Driven Revolution

Enquiry 360 represents a model-driven solution that fills the void left by deprecated Dialogs, showcasing flexibility surpassing traditional tools like Business Process Flows (BPFs) and Canvas Apps. Its dynamic approach extends to customization, interaction, and adaptability, allowing users to tailor the app to specific needs and ensuring responsiveness to changing requirements. The app's emphasis on overcoming the limitations of deprecated features with a custom interface positions it as a versatile and forward-looking solution.


Transition Best Practices: A Thoughtful Shift

Transitioning away from Dynamics 365 Dialogs involves a phased implementation approach and draws insights from the community, with Enquiry 360 emerging as a solution that embodies a thoughtful and adaptable methodology. The phased implementation includes assessing existing Dialogs, while community engagement provides valuable insights and best practices. Enquiry 360 stands out for its customization capabilities, allowing organizations to tailor the solution to meet specific needs and industry requirements. Overall, this strategic shift emphasizes not only a technical transition but also a holistic approach to streamline processes and enhance organizational efficiency.


Case Study: Enquiry360's Triumph

Enquiry360 proved instrumental in transforming enquiry management for a major client grappling with high transaction volumes and diverse channels. The solution centralized customer enquiries into a unified omnichannel hub, streamlined interactions through robust dialogue capabilities, and provided powerful real-time and historical analytics for optimized resource allocation. The implementation resulted in a remarkable 50% reduction in response time, elevated customer satisfaction from poor to excellent, and empowered proactive planning through valuable insights. Enquiry360 not only addressed the challenges posed by escalating transaction volumes across multiple contracts but also significantly enhanced overall customer experiences.


Conclusion: Embracing Enquiry 360 Versatility

In conclusion, organizations are strategically moving away from Dynamics 365 Dialogs, recognizing the nuanced limitations of Business Process Flows (BPFs) and Canvas Apps. The introduction of Enquiry 360, a model-driven solution, effectively addresses these challenges, quietly ushering in efficiency and providing a versatile, adaptive tool for evolving organizational needs. The success of this transition is supported by a case study, highlighting the practicality and achievements achievable through the right strategic approach to the replacement of deprecated features with Enquiry 360.