Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By : Mahender Pal
Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By: Mahender Pal

Overview of this book

Microsoft Dynamics 365 for Customer Engagement (CE) is one of the leading customer relationship management (CRM) solutions that help companies to effectively communicate with their customers and allows them to transform their marketing strategies. Complete with detailed explanations of the essential concepts and practical examples, this book will guide you through the entire life cycle of implementing Dynamics 365 CE for your organization or clients, and will help you avoid common pitfalls while increasing efficiency at every stage of the project. Starting with the foundational concepts, the book will gradually introduce you to Microsoft Dynamics 365 features, plans, and products. You’ll learn various implementation strategies and requirement gathering techniques, and then design the application architecture by converting your requirements into technical and functional designs. As you advance, you’ll learn how to configure your CRM system to meet your organizational needs, customize Dynamics 365 CE, and extend its capabilities by writing client-side and server-side code. Finally, you’ll integrate Dynamics 365 CE with other applications and explore its business intelligence capabilities. By the end of this Microsoft Dynamics 365 book, you’ll have gained an in-depth understanding of all the key components necessary for successful Dynamics 365 CE implementation.
Table of Contents (14 chapters)

Testing and User Training Planning

This chapter will help you understand how to prepare a test plan document and what common sections are included. We will discuss the different options for testing Dynamics 365 CE, such as manual or automated testing. You will also learn the difference between manual testing and automated testing. Later, we will discuss User Acceptance Testing (UAT) and how to perform it. Finally, we will discuss how to prepare an end user training plan and how to conduct end user training to make the implementation of Dynamics 365 CE successful.

The main topics that we are going to discuss in this chapter are as follows:

  • Preparing a test plan
  • Conducting manual testing
  • Conducting automated testing
  • Conducting UAT
  • Preparing an end user training plan