Dynamics 365 CRM and Automated Dynamic Forms

Hello All!

I am fast-tracking my knowledge of Dynamics and am reading up on the Dynamics 365 features.

but still haven't found what I'm looking for. #u2 ;)

I would greatly appreciate if someone could point me in the right direction.

We are currently using Dynamics as a CRM. I am a SharePointer and would like to stray from that and use the existing CRM for the following function:

• We have customers. Yay!!
• Those customers need support after the sale, which includes billable services.
• We already have those customers in the CRM.
• Currently, when a customer contacts a Salesperson and requests additional training, a new product, consulting onsite or by phone etc., the PDF (attached) form is manually completed and worked and stored who-knows-where #cringe.

Of course I could do a SharePoint list with workflows and so on and so forth. But since 50% of the form is customer information (which is already in the CRM), I wanted to explore creating a solution in Dynamics that would:

1. Reside on a reachable page/site.
2. Have a running, sort-able list of all requests.
3. Allow workflows and triggers and approvals.
4. Allow permissions control of who can do what with the requests.
5. A "New" button to create a new request and pull in certain fields of the customer information automatically from the CRM, such as contacts and products/services they've already purchased.
6. Ability to add custom fields to complete the form.
7. A 8.5 x 11 printable version of the completed form so the IT person can print and take with then onsite.

So it would look much like a SharePoint list with workflows. I have no idea what Dynamics looks like, the team upstairs uses it.

Is there something in Dynamics that does this, an app that couples with it? Or can we do the SharePoint and somehow pull certain fields from the CRM to auto-populate the form?

Any guidance or samples appreciated! (Yellow highlighted we'd want auto-populated from Dynamics 365 CRM and blue is manually entered).