Book Image

Mastering Microsoft Dynamics CRM 2016

By : Deepesh Somani
Book Image

Mastering Microsoft Dynamics CRM 2016

By: Deepesh Somani

Overview of this book

Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Dynamics CRM 2016 comes with some exciting extra features guaranteed to make your life easier with Dynamics CRM. This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert. The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates, using CRM data that will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM Framework, gain a deep understanding about client-side scripting in Dynamics CRM, and learn creating client-side applications using JavaScript and Web API. We then introduce visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. Business Process Flows, Business Rules, and their enhancements are introduced. By the end of this book, you will have mastered utilizing Dynamics CRM 2016 features through real-world scenarios.
Table of Contents (20 chapters)
Title Page
Credits
About the Author
Acknowledgment
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface

Entities in the Service module


The following are the entities provided by Dynamics CRM for the Service module:

  • Case
  • Knowledge Base Articles
  • Queues
  • Service Level Agreements and Entitlements
  • Service Calendar

Let's take a look at each of the entities:

  • Case: This represents a problem reported by a customer and the activities that the customer service representatives use to resolve it. The Case forms the core of service management for Dynamics CRM. Case is sometimes also referred to as an incident, ticket, or issue.
  • Knowledge base: This provides a process for submitting, approving, and publishing articles about an organization's products and services. It helps the customer service representatives to find information and resolutions about the products and services.
  • Queue: This provides a process of acting as a hold container for Work items; for example, you can queue the Cases that are to be resolved.
  • Service Level Agreements: These represent the features of Dynamics CRM that can be used for configuring...