Book Image

Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition

By : Deepesh Somani
Book Image

Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition

By: Deepesh Somani

Overview of this book

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.

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Table of Contents (21 chapters)
Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
Free Chapter
1
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
2
Working with Sales
Working with Sales
The stages of the sales process
Entities in Dynamics 365
Case studies
Summary
3
Working with Service
Working with Service
Entities in the Service module
The Customer Service Hub
Case studies
Summary
4
Working with Marketing
Working with Marketing
Contents of the Marketing module
The structure of the Marketing module
Scenario 1
Scenario 2
Scenario 3
Summary
5
Understanding the New Unified User Interface
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
6
Section 2: Understanding Customization and App Design
Section 2: Understanding Customization and App Design
7
Designing Unified Interface Apps
Designing Unified Interface Apps
Scenario
Summary
8
Customization Enhancements in Dynamics 365
Customization Enhancements in Dynamics 365
New enhancements in Dynamics 365
Scenario 1
Scenario 2
Scenario 3
Scenario 4
Summary
9
Business Process Flows and Rules in Dynamics 365
Business Process Flows and Rules in Dynamics 365
Key components
Key changes
Creating a business rule
Scenario walkthrough
Business process flows
Creating a business process flow
Scenario walkthrough
Summary
10
Section 3: Development Enhancements and Code Improvements in Dynamics 365
Section 3: Development Enhancements and Code Improvements in Dynamics 365
11
Client-Side Scripting
Client-Side Scripting
Scenario 1
Microsoft Dynamics 365 web API
Scenario 2
Scenario 3
Scenario 4
Summary
12
Plugin Development with Dynamics 365
Plugin Development with Dynamics 365
Event execution pipeline
Writing a plugin
Scenario walkthrough
Summary
13
Working with the XRM Framework
Working with the XRM Framework
Scenario walkthrough
Adding resources
Relationships
Scenario 1
Scenario 2
Entity forms
Entity views
Summary
14
Mobile Enhancements in Dynamics 365
Mobile Enhancements in Dynamics 365
Dynamics 365 mobile application requirements
Visual controls in Dynamics 365
Summary
15
Virtual Entities in Dynamics 365
Virtual Entities in Dynamics 365
Scenario demonstrating use of virtual entities
Limitations of virtual entities
Summary
16
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365
17
Working with Dynamics 365 Portals
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
18
Configuration Enhancements in Dynamics 365
Configuration Enhancements in Dynamics 365
Dynamics 365 theme
Dynamics 365 organization settings
Dynamics 365 personal option settings
Summary
19
Analytics with Dynamics 365 (Word and Excel Templates)
Analytics with Dynamics 365 (Word and Excel Templates)
Word templates
Scenario
Uploading the template to Dynamics 365
Excel templates
Summary
20
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Customization Enhancements in Dynamics 365

With the introduction of Dynamics 365, Microsoft has added several new customization enhancements to the Customer Relationship Manager (CRM). We have already discussed in the previous chapter about the concept and usage of Dynamics 365 applications, and how the new Unified Interface makes the customer engagement more interactive and easier. Along with this, the new customization enhancements provide a unique and interactive structure to the CRM records.

The new enhancements are a clear indication that Microsoft Dynamics is moving away from the bloated, monolithic model and moving toward a more app-centric platform. Some of the new enhancements include the following:

  • New attribute types
  • Custom grid controls

In this chapter, we will look into scenarios that use the new customization enhancements in Dynamics 365. We will do the customizations...

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