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A community care platform doesn't get to fail quietly. A missed alarm, an unactioned safeguarding concern, a consent record that's wrong: these carry real consequences for real people. Most Dynamics 365 implementation guides don't say that, because most of them are written for retail CRM. This one isn't.
Built to Protect, Not Just to Configure is a working architecture blueprint for turning Dynamics 365 Customer Service into a case and care management platform for disabled and elderly people, grounded in Europe's actual regulatory reality: GDPR, the European Accessibility Act, the European Health Data Space, the EU AI Act, and the national frameworks (Dutch WMO, German Pflegegrad, Irish HSE) that shape how care is commissioned and delivered on the ground.
Across 17 chapters and four appendices, Dr. Shubh Chandra Jha, a Power Platform architect with 25+ years designing enterprise platforms, walks through the decisions that separate a platform that merely records care activity from one that protects the people receiving it:
A data model built around cases, care plans, households, and safeguarding concerns, not generic tickets Identity, consent, and column-level security modelled to GDPR's special-category requirements AI and Copilot capabilities designed with a mandatory human-in-the-loop review gate Omnichannel and accessibility built to WCAG 2.2 AA from day one, not added after a complaint Deployment topology and data residency across EU regions A governance model built to outlast the delivery team that built the platformThe book includes eleven reference diagrams, a full EU compliance checklist, a glossary, an architecture decision record template, and a composite case study following a fictional multi-country provider network through a real implementation.
Written for solution architects, technical delivery leads, and anyone accountable for a Dynamics 365 programme serving a vulnerable population: this is a book about the decisions that have to be made before the first case form gets built, not after.
