4. Building Better Business Functionality | Microsoft Dynamics CRM 2016 Customization

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Microsoft Dynamics CRM 2016 Customization - Second Edition

By : Nicolae Tarla

3.2 (6)

Microsoft Dynamics CRM 2016 Customization

3.2 (6)

By: Nicolae Tarla

Overview of this book

Microsoft Dynamics CRM is a Microsoft solution to satisfy the various needs of customer relationship management and is already equipped to be flexible to meet the needs of businesses. With Microsoft Dynamics CRM 2016, many new features were added for social, marketing, sales, and integration with other tools. These features add many dimensions to customization. This book will not only showcase how CRM can be customized, but will also be your guide on how the latest advancements in Dynamics CRM 2016 can be used to benefit your business. You will learn how to enhance the functionality of Microsoft Dynamics CRM 2016 and use it to serve different businesses of various scales. You will see how to get ready to customize CRM and then quickly move on to grasp the CRM app structure, which will help you customize Dynamics CRM better. You will find out how to customize CRM for sales, service, marketing, and social. We’ll also show you how CRM 2016 can be seamlessly embedded into various productivity tools, and how to customize CRM for machine learning and contextual guidance. Finally, we’ll also cover the latest advancements in CRM’s mobile capabilities and its complete offline support so you can better customize it.

Preface

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Free Chapter

1. Getting Started

1. Getting Started

Introducing Dynamics CRM

Global Data Center Locations for Dynamics CRM Online

Advantages of Choosing Dynamics CRM Online

What do you need to customize Dynamics CRM?

Steps to Setting up an Environment

Integrating Dynamics CRM Online with Outlook

Configure a domain name for your environment

Integrating with Office 365 E3 trial services

Summary

2. The Dynamics CRM Application Structure

2. The Dynamics CRM Application Structure

Dynamics CRM modules

Dynamics CRM application elements

The Extensibility options

Application navigation

Summary

3. Dynamics CRM Customization

3. Dynamics CRM Customization

Solution Package

Components of Solution

Types of Solution

Entity Elements

Business versus Custom Entities

Extending Entities

Record Images

Entity Forms, Quick View, and Quick Create Forms

Customizing Forms

Entity Views and Charts

Entity Relationships

Messages

Composite fields

Calculated Fields

Rollup fields

SLAs and the Timer Control

Working with Documents

Office Graph Integration

Geolocation

Summary

4. Building Better Business Functionality

4. Building Better Business Functionality

What are Processes?

Dialogs

Workflows

Real-time Workflows

Actions

Quick View and Quick Create Forms

Business Rules

Business Process Flows

Excel Enhanced Integration

Document Templates

Automated Document Generation Templates

Mobile and Task-based Experience

Dynamics CRM for Outlook

Dynamics CRM App for Outlook

An Enhanced Search Functionality

Summary

5. Dynamics CRM – Additional Features

5. Dynamics CRM – Additional Features

Social Pane

Office 365 Features and Integration

OneNote Integration

Interactive Service Hub

Enhanced Knowledge Management

Office Delve recommendations

Field Service Capabilities

Adxstudio Portals

Voice of the Customer

Insight by InsideView

Yammer

Web API

Microsoft Social Listening Integration

Microsoft Dynamics Marketing Integration

Power BI and Dynamics CRM

Summary

6. Dynamics CRM Administration

6. Dynamics CRM Administration

Administration Concepts

The Settings Area

Business Management

Service Management

Templates

Product Catalog

Administration

Security

Data Management

Monitoring System Jobs

Document Management

Auditing

E-mail configuration

Configuring Activity Feeds

CRM App for Outlook

Process Center

Working with Business Units

Defining Security Roles

Managing Users and Teams

Mobile Experience

Cortana for CRM

Summary

Index

Index

Workflows

A workflow is another type of process that can be defined within the Dynamics CRM platform. This process is used to model and automate business processes.

There are two types of workflows customizable with Dynamics CRM 2016:

Background workflows (async)
Real-time workflows

Workflows run in the background. They are triggered either automatically based on certain triggers on the entity forms, based on specific conditions, or they can be started manually by a user. Starting a workflow manually is done by navigating to a record and selecting the Run Workflow option on the ribbon.

Once the Run Workflow option is selected, the user is presented with a dialog to select On Demand Workflow to be run.

If no workflows are customized for this specific entity, or no workflows are enabled, the Look Up Record view will not display any records. For records to be available in this view, a few conditions must be met:

The workflow has to be enabled
The workflow has to be targeted to the entity we are trying...

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