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.

Preface

Who this book is for

What this book covers

To get the most out of this book

Free Chapter

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

Working with Sales

Working with Sales

The stages of the sales process

Entities in Dynamics 365

Working with Service

Working with Service

Entities in the Service module

The Customer Service Hub

Working with Marketing

Working with Marketing

Contents of the Marketing module

The structure of the Marketing module

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

Section 2: Understanding Customization and App Design

Section 2: Understanding Customization and App Design

Designing Unified Interface Apps

Designing Unified Interface Apps

Customization Enhancements in Dynamics 365

Customization Enhancements in Dynamics 365

New enhancements in Dynamics 365

Business Process Flows and Rules in Dynamics 365

Business Process Flows and Rules in Dynamics 365

Creating a business rule

Scenario walkthrough

Business process flows

Creating a business process flow

Scenario walkthrough

Section 3: Development Enhancements and Code Improvements in Dynamics 365

Section 3: Development Enhancements and Code Improvements in Dynamics 365

Client-Side Scripting

Client-Side Scripting

Microsoft Dynamics 365 web API

Plugin Development with Dynamics 365

Plugin Development with Dynamics 365

Event execution pipeline

Writing a plugin

Scenario walkthrough

Working with the XRM Framework

Working with the XRM Framework

Scenario walkthrough

Adding resources

Mobile Enhancements in Dynamics 365

Mobile Enhancements in Dynamics 365

Dynamics 365 mobile application requirements

Visual controls in Dynamics 365

Virtual Entities in Dynamics 365

Virtual Entities in Dynamics 365

Scenario demonstrating use of virtual entities

Limitations of virtual entities

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

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

Configuration Enhancements in Dynamics 365

Configuration Enhancements in Dynamics 365

Dynamics 365 theme

Dynamics 365 organization settings

Dynamics 365 personal option settings

Analytics with Dynamics 365 (Word and Excel Templates)

Analytics with Dynamics 365 (Word and Excel Templates)

Uploading the template to Dynamics 365

Excel templates

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Entity views

The following are the main views present for any entity:

Active records: This view shows the active records of the entity.
Inactive records: This view shows the inactive records of the entity.
Associated records view: This view shows the associated records (N:1 and N:N) of the entity with other entities.
Lookup view: This view appears on the 1:N control.

Advanced find view: This view allows users to create queries, and save and export the results. This can also be converted into a personal view so that the query is saved. Bulk operations, such as the updating of records, are also possible using the advanced find view.

To modify any existing view or to create a new one, the user can navigate to Settings | Solution and open a solution containing the entity. The following screenshot explains the steps. For the sake of this example, we will use the out-of-the-box...