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.
Table of Contents (21 chapters)
Free Chapter
1
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
6
Section 2: Understanding Customization and App Design
7
Designing Unified Interface Apps
10
Section 3: Development Enhancements and Code Improvements in Dynamics 365
16
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365

Scenario walkthrough

The following is an illustration that shows how Dynamics 365 can be extended in an education-based institute—for example: a typical school.

A typical school management application will consist of the following actors:

  • Students
  • Teachers
  • Parents
  • Resources, including classrooms, playground, and labs
  • Library books

Apart from the aforementioned actors, there will also be the following processes to enable the daily working of the institute:

  • Attendance management
  • Test evaluation

The first step is to identify whether there is a possibility of mapping any of the existing out-of-the-box entities for our usage. If that is not possible, based on our analysis, we will create a new entity.

Dynamics 365 provides contacts or customers as a standard out-of-the-box entity. By default, it contains attributes including first name and last name. This entity can easily...