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.

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Table of Contents (14 chapters)
Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
1
Introduction to Dynamics 365 CE
Introduction to Dynamics 365 CE
Technical requirements
Introduction to Dynamics 365
Introduction to Dynamics 365 apps
Introduction to Dynamics 365 CE
Understanding deployment options
Dynamics 365 CE clients
Understanding subscription options
Setting up a Dynamics 365 online trial
Summary
Free Chapter
2
Implementation Methodology
Implementation Methodology
Understanding project management
Understanding project management methodologies
Choosing a methodology for Dynamics 365 CE
Summary
3
Requirement Gathering and Analysis
Requirement Gathering and Analysis
Technical requirements
Understanding requirements
Requirement gathering and analysis
Fit-Gap analysis for Dynamics 365 CE
Preparing a project plan
Summary
4
Preparing Functional and Technical Design Documents
Preparing Functional and Technical Design Documents
Technical requirements
Understanding functional and technical design
Preparing an FDD
Preparing a TDD
Summary
5
Configuring Your Dynamics 365 CE Organization
Configuring Your Dynamics 365 CE Organization
Technical requirements
Understanding Dynamics 365 CE configuration
Configuring personal settings options
Configuring administration settings
Configuring business management settings
Configuring service management settings
Configuring data management settings
Configuring document management settings
Setting up email configuration
Summary
6
Customizing Dynamics 365 CE
Customizing Dynamics 365 CE
Technical requirements
Understanding Dynamics 365 CE customization
Understanding solutions
Working with entities
Setting up security options
Changing navigation
Customizing dashboards and charts
Summary
7
Extending Dynamics 365 CE
Extending Dynamics 365 CE
Technical requirements
Extendibility architecture
Implementing client-side logic
Implementing server-side logic
Implementing custom logic using plugins
Debugging plugin code
Summary
8
Integrating Dynamics 365 CE with Other Applications
Integrating Dynamics 365 CE with Other Applications
Technical requirements
Dynamics 365 CE integration options
Using the Dynamics 365 CE SDK
Integrating Dynamics 365 CE with Power Automate
Integrating Dynamics 365 CE with PowerApps
Summary
9
Business Intelligence and Reporting
Business Intelligence and Reporting
Technical requirements
Dynamics 365 CE BI capabilities
Using Report Wizard
Writing a custom report in Visual Studio
Deploying a report
Writing Power BI reports
Summary
10
Testing and User Training Planning
Testing and User Training Planning
Technical requirements
Preparing a test plan
Conducting manual testing
Conducting automated testing
Conducting UAT
Preparing an end user training plan
Summary
11
Migration and Upgrade
Migration and Upgrade
Technical requirements
Upgrading to Dynamics 365 CE
Upgrading solutions
Upgrading code
Migrating data
Importing data into Dynamics 365 CE
Summary
12
Deployment and Go-Live Support
Deployment and Go-Live Support
Technical requirements
Deploying Dynamics 365 CE solutions
Preparing a go-live checklist
Configurations required before go-live
Post-go-live support
Maintaining Dynamics 365 CE
Summary
13
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Migrating data

Customer data is very important for any business, so it is critical to migrate customer data correctly. We need to perform data migration activities when we are upgrading from earlier versions to Dynamics 365 CE or implementing a fresh Dynamics 365 CE version for a customer. We also need to perform data migration if we are using an on-premises system and our customer wants to upgrade to Dynamics 365 CE Online. So, depending on the scenario, the data migration activity is performed accordingly.

To perform data migration, we can use the following options:

  • Database restore: We can use this option for an on-premises upgrade. We can take a backup of our Dynamics CRM database and can restore it for the new SQL server. Once the database is set up, we can use the deployment manager to import our organization using the restored database.
  • Using Dynamics 365 Data Import:...
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