How Work 365 Affects Your Existing CRM Customizations

Applies to: Dynamics 365 Online Environments with Work 365
Audience: System Administrators, CRM Developers, Solution Architects

Overview

Work 365 integrates seamlessly with Dynamics 365 by extending its capabilities rather than altering existing customizations. It adds parallel forms, fields, views, plugins, and workflows to support subscription billing, automation, and portal features. This article explains the impact of Work 365 on your CRM environment and what to expect during and after installation.

Key Concepts

Term: System Entities Description: Built-in Dynamics 365 tables such as Account, Product, Invoice, etc.
Term: Form/View Customizations Description: UI components added by Work 365 to display billing and subscription data
Term: Plugins/Workflows Description: Event-based automation logic that supports Work 365 business processes

Work 365 Core Solution Customizations

Forms, Views, and Field Additions

System Entity: Account Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌
System Entity: Invoice Custom Fields: ✅ Custom Form: ✅ Custom Views: ✅
System Entity: Invoice Line Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌
System Entity: Opportunity Line Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌
System Entity: Order Custom Fields: ✅ Custom Form: ✅ Custom Views: ✅
System Entity: Order Line Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌
System Entity: Price List Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌
System Entity: Product Custom Fields: ✅ Custom Form: ✅ Custom Views: ✅
System Entity: Product Association Custom Fields: ✅ Custom Form: ✅ Custom Views: ✅
System Entity: Quote Line Custom Fields: ✅ Custom Form: ✅ Custom Views: ❌

⚙️ Plugins and Workflows

System Entity: Account Event/Trigger Type: On-Demand Workflow, Update Event Workflow
System Entity: Invoice Event/Trigger Type: Plugin on Create/Update/Delete, On-Demand Workflow
System Entity: Invoice Line Event/Trigger Type: Plugin on Create/Update
System Entity: Order Line Event/Trigger Type: Plugin on Create
System Entity: Quote Line Event/Trigger Type: Plugin on Create

Work 365 Portal Solution Customizations

Portal Entity Customizations

System Entity: Account Custom Fields: ❌ Custom Form: ✅ Custom Views: ❌
System Entity: Contact Custom Fields: ❌ Custom Form: ✅ Custom Views: ✅
System Entity: Invitation Custom Fields: ✅ Custom Form: ❌ Custom Views: ✅
System Entity: Invoice Custom Fields: ❌ Custom Form: ✅ Custom Views: ✅
System Entity: Invoice Line Custom Fields: ✅ Custom Form: ❌ Custom Views: ✅
System Entity: Product Custom Fields: ✅ Custom Form: ✅ Custom Views: ✅
System Entity: Web Role Custom Fields: ❌ Custom Form: ❌ Custom Views: ✅

Important Considerations

✅ No Impact on Existing Forms
Work 365 does not modify your existing customizations. Existing forms, workflows, views, and plugins remain untouched.
Adds Parallel Forms and Views
Work 365 adds its own custom UI components that run alongside your current setup, ensuring non-invasive extensibility.
⚠️ Isolated Business Logic
All plugins and workflows introduced by Work 365 are scoped to its internal operations. They do not interfere with other CRM logic unless explicitly called.

Best Practices

Before Installation:

Install Work 365 in a sandbox environment first.
Backup your production environment.

Post-Installation Review:

Review the forms, views, and workflows introduced by Work 365.
Ensure that system users understand the new components.

Developer Awareness:

Communicate with your CRM development team so they can account for the customizations when building new automation or integrations.

Additional Resources

Work 365 Installation
Customize Forms and Views in Dynamics 365