Mastering Microsoft Dynamics 365 Customer Engagement: An advanced guide to developing and customizing CRM solutions to improve your business applications, 2nd Edition

by Deepesh Somani

Length: 572 pages
Edition: 1
Language: English
Publisher: Packt Publishing
Publication Date: 2019-02-28
ISBN-10: 1788990226
ISBN-13: 9781788990226
Sales Rank: #1163587 (See Top 100 Books)

8 ratings

Print Book Look Inside

A comprehensive guide packed with the latest features of Dynamics 365 for customer relationship management

Key Features

Create efficient client-side apps and customized plugins that work seamlessly
Learn best practices from field experience to use Dynamics 365 efficiently
Unleash the power of Dynamics 365 to maximize your organization’s profits

Book Description

Microsoft Dynamics 365 is an all-in-one business management solution that’s easy to use and adapt. It helps you connect your finances, sales, service, and operations to streamline business processes, improve customer interactions, and enable growth. This book gives you all the information you need to become an expert in MS Dynamics 365.

This book starts with a brief overview of the functional features of Dynamics 365. You will learn how to create Word and Excel templates using CRM data to enable customized data analysis for your organization. This book helps you understand how to use Dynamics 365 as an XRM Framework, gain a deep understanding of client-side scripting in Dynamics 365, and create client-side applications using JavaScript and the Web API.

In addition to this, you will discover how to customize Dynamics 365, and quickly move on to grasp the app structure, which helps you customize Dynamics 365 better. You will also learn how Dynamics 365 can be seamlessly embedded into various productivity tools to customize them for machine learning and contextual guidance.

By the end of this book, you will have mastered utilizing Dynamics 365 features through real-world scenarios.

What you will learn

Manage various divisions of your organization using Dynamics 365 customizations
Explore the XRM Framework and leverage its features
Provide an enhanced mobile and tablet experience
Develop client-side applications using JavaScript and the Web API
Understand how to develop plugins and workflows using Dynamics 365
Explore solution framework improvements and new field types

Who this book is for

Mastering Microsoft Dynamics 365 Customer Engagement is for you if you have knowledge of Dynamics CRM and want to utilize the latest features of Dynamics 365. This book is also for you if you’re a skilled developer looking to move to the Microsoft stack to build business solution software. Extensive Dynamics CRM development experience will be beneficial to understand the concepts covered in this book.

Title Page
Copyright and Credits
    Mastering Microsoft Dynamics 365 Customer Engagement Second Edition
About Packt
    Why subscribe?
    Packt.com
Contributors
    About the author
    About the reviewer
    Packt is searching for authors like you
Preface
    Who this book is for
    What this book covers
    To get the most out of this book
        Download the example code files
        Download the color images
        Conventions used
    Get in touch
        Reviews
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
Working with Sales
    The stages of the sales process
    Entities in Dynamics 365
    Case studies
        Scenario 1
        Scenario 2
        Scenario 3
    Summary
Working with Service
    Entities in the Service module
    The Customer Service Hub
    Case studies
        Scenario 1 – configuration of the Customer Service Hub
        A walkthrough of the Customer Service Hub
            The TIMELINE tab
            The RELATED tab
        Scenario 2
        Scenario 3
    Summary
Working with Marketing
    Contents of the Marketing module
    The structure of the Marketing module
        The marketing list
        Creating a marketing list
        Campaigns
        Quick campaigns
    Scenario 1
    Scenario 2
    Scenario 3
    Summary
Understanding the New Unified User Interface
    An overview of Dynamics 365 Hub
    Accessing Hubs in Dynamics 365
    Adding Sales and the Customer Service Hub in Dynamics 365
    Creating a Unified Interface
    New UI updates in Unified Interface
    Understanding the Sales Hub in Dynamics 365
    Understanding the Customer Service Hub
    Summary
Section 2: Understanding Customization and App Design
Designing Unified Interface Apps
    Scenario
        Resolving the scenario
            Creating the Vendor custom entity
            Product management
            Creating the Vendor Management application
            Creating applications from existing solutions and site maps
            Managing security roles
            Creating new views in the Vendor Management application
            Showing a default welcome page
    Summary
Customization Enhancements in Dynamics 365
    New enhancements in Dynamics 365
        New attribute type – MultiSelect Option Set
        Custom grid controls in Dynamics 365
    Scenario 1
        Resolving the scenario
    Scenario 2
        Resolving the scenario
    Scenario 3
        Resolving the scenario
    Scenario 4
        Resolving the scenario
    Summary
Business Process Flows and Rules in Dynamics 365
    Key components
    Key changes
    Creating a business rule
    Scenario walkthrough
        Scenario
    Business process flows
        Attributes
    Creating a business process flow
    Scenario walkthrough
        Scenario
    Summary
Section 3: Development Enhancements and Code Improvements in Dynamics 365
Client-Side Scripting
    Scenario 1
        Resolving the scenario
            Source code
    Microsoft Dynamics 365 web API
        Authenticating with the web API
    Scenario 2
        Resolving the scenario
            Source code
    Scenario 3
        Retrieving metadata using the web API
            Source code
    Scenario 4
        Resolving the scenario
            Source code
    Summary
Plugin Development with Dynamics 365
    Event execution pipeline
        Pipeline stages
        Database transaction
        Plugin isolation mode
    Writing a plugin
        Registering a plugin step
    Scenario walkthrough
        Scenario 1
        Scenario 2
        Scenario 3
    Summary
Working with the XRM Framework
    Scenario walkthrough
    Adding resources
        Creating custom fields
        Attributing data types
        The Calculated and Rollup fields
        What operations can the Rollup fields perform?
        What types of formula are allowed on Calculated fields?
    Relationships
        1:N relationships
        N:1 relationships
        N:N relationships
    Scenario 1
    Scenario 2
    Entity forms
    Entity views
        Sample scenarios
    Summary
Mobile Enhancements in Dynamics 365
    Dynamics 365 mobile application requirements
        Dynamics 365 tablet application requirements
        Dynamics 365 web browser support for tablet
            Scenario
    Visual controls in Dynamics 365
        Scenario – For visual controls
        Scenario – Configuring the timeline control
        Scenario – Configuring the Pen Control
    Summary
Virtual Entities in Dynamics 365
    Scenario demonstrating use of virtual entities
        Resolving the scenario
            Getting JSON data for the virtual entities
            Creating the OData v4 source
            Publishing the OData v4 source in Azure
            Creating the virtual entity data source
            Creating a virtual entity
            Creating the Zip Code virtual entity
            Currency conversions virtual entity
    Limitations of virtual entities
    Summary
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365
Working with Dynamics 365 Portals
    Overview of Dynamics 365 portal
    Configuring the customer service portal
    Managing portal pages and setup using the portal content editor
    Scenario 1
    Scenario 2
    Scenario 3
    Scenario 4
    Scenario 5
    Summary
Configuration Enhancements in Dynamics 365
    Dynamics 365 theme
        Scenario one
    Dynamics 365 organization settings
        Scenario two
    Dynamics 365 personal option settings
        Scenario three
    Summary
Analytics with Dynamics 365 (Word and Excel Templates)
    Word templates
    Scenario
        Creating a Word template
            An alternative way to create a template
            Types of controls
    Uploading the template to Dynamics 365
    Excel templates
        Customizing data present in the document
        Uploading the template
            Configuring the security roles in templates
    Summary
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