Use dialogs for guided processes


Applies To: Dynamics CRM 2016, Dynamics CRM Online

Dialogs are the synchronous or interactive processes in Microsoft Dynamics CRM Online 2016 Update and Microsoft Dynamics CRM 2016 (on-premises) that collect and process information by using step-by-step scripts to direct users through a process. For example, you can create dialogs to act as a guide for your service representatives for case resolution and case escalation. Similarly, you can create dialogs for standardizing sales processes such as opportunity qualification and lead scoring.

Every time that you run a dialog in CRM, a ProcessSession record is created. The process session stores the session log about the dialog process that was run.


Due to the interactive nature of the dialog process, you can’t run a dialog using the Microsoft Dynamics CRM SDK. A dialog can only be run through the CRM web application. Dialogs aren’t supported in Dynamics CRM for Outlook.

Microsoft Dynamics CRM 2016 and CRM Online

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