Book Image

Microsoft Dynamics CRM 2016 Customization - Second Edition

By : Nicolae Tarla
Book Image

Microsoft Dynamics CRM 2016 Customization - Second Edition

By: Nicolae Tarla

Overview of this book

Microsoft Dynamics CRM is a Microsoft solution to satisfy the various needs of customer relationship management and is already equipped to be flexible to meet the needs of businesses. With Microsoft Dynamics CRM 2016, many new features were added for social, marketing, sales, and integration with other tools. These features add many dimensions to customization. This book will not only showcase how CRM can be customized, but will also be your guide on how the latest advancements in Dynamics CRM 2016 can be used to benefit your business. You will learn how to enhance the functionality of Microsoft Dynamics CRM 2016 and use it to serve different businesses of various scales. You will see how to get ready to customize CRM and then quickly move on to grasp the CRM app structure, which will help you customize Dynamics CRM better. You will find out how to customize CRM for sales, service, marketing, and social. We’ll also show you how CRM 2016 can be seamlessly embedded into various productivity tools, and how to customize CRM for machine learning and contextual guidance. Finally, we’ll also cover the latest advancements in CRM’s mobile capabilities and its complete offline support so you can better customize it.
Table of Contents (13 chapters)
Microsoft Dynamics CRM 2016 Customization Second Edition
Credits
About the Author
About the Reviewer
www.PacktPub.com
Preface
Index

Dynamics CRM modules


While Microsoft used to market Dynamics CRM as a platform under the xRM term, and is encouraging partners to extend it to cover various aspects of businesses, by default, the product includes three major modules:

  • Sales

  • Service

  • Marketing

At the time of writing, the platform is at version 2016. It has greatly evolved over the years, and is currently one of the top players in the market.

With this evolution, all the standard modules have been enhanced, and new functionality has been added. Currently, each one of the modules can function either independently or in conjunction with the others by sharing data and providing full visibility on customers across all modules. The clear definitions between these modules are getting blurrier as the need to transfer data across practices evolves. Business processes span across these modules also, and gain a more central role in the way the user interacts with CRM, to the point where they often pass across from one module to another, blurring...