Book Image

Mastering Microsoft Dynamics CRM 2016

By : Deepesh Somani
Book Image

Mastering Microsoft Dynamics CRM 2016

By: Deepesh Somani

Overview of this book

Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Dynamics CRM 2016 comes with some exciting extra features guaranteed to make your life easier with Dynamics CRM. This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert. The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates, using CRM data that will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM Framework, gain a deep understanding about client-side scripting in Dynamics CRM, and learn creating client-side applications using JavaScript and Web API. We then introduce visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. Business Process Flows, Business Rules, and their enhancements are introduced. By the end of this book, you will have mastered utilizing Dynamics CRM 2016 features through real-world scenarios.

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Table of Contents (20 chapters)
Title Page
Title Page
Credits
Credits
About the Author
About the Author
Acknowledgment
Acknowledgment
About the Reviewer
About the Reviewer
www.PacktPub.com
www.PacktPub.com
Customer Feedback
Customer Feedback
Preface
Preface
Free Chapter
1
History of Dynamics CRM
History of Dynamics CRM
Microsoft Dynamics CRM 2016 overview
Marketing
Working with Campaigns in Dynamics 365
Service
The XRM framework
Analytics with CRM
Workflow development
Client-side enhancements in Microsoft Dynamics CRM 2016
Enhancements for mobile
Plugin development
Business Process Flows and Business Rules
New features in Microsoft Dynamics CRM 2016
Summary
2
Working with Sales
Working with Sales
The stages of the sales process
Entities in Dynamics CRM
Case studies
Summary
3
Working with Services
Working with Services
Entities in the Service module
The Interactive Service Hub
Case studies
Summary
4
Working with Marketing
Working with Marketing
Contents of the Marketing module
Marketing list
Campaigns
Quick campaigns
Scenario 1
Scenario 2
Scenario 3
A note on Microsoft Dynamics Marketing
Summary
5
Working with the XRM Framework
Working with the XRM Framework
Scenario walkthrough
Adding resources
Relationships
Scenario 1
Scenario 2
Entity forms
Entity views
Summary
6
Analytics with CRM
Analytics with CRM
Word templates
Scenario
Uploading the template to Dynamics CRM
Excel templates
Summary
7
Workflow Development with Dynamics CRM
Workflow Development with Dynamics CRM
Types of workflow
Scenario walkthrough
Summary
8
Client-Side Scripting
Client-Side Scripting
Scenario 1
Microsoft Dynamics 365 Web API
Scenario 2
Scenario 3
Scenario 4
Summary
9
Enhancements for Mobile
Enhancements for Mobile
Microsoft Dynamics CRM 2016 mobile application requirements
Microsoft Dynamics CRM 2016 tablet application requirements
Microsoft Dynamics CRM 2016 tablet web browser support
Scenario 1
Scenario 2
Visual controls in Microsoft Dynamics CRM 2016
A scenario for visual controls
Summary
10
Plugin Development with Dynamics CRM
Plugin Development with Dynamics CRM
Event execution pipeline
Writing a plugin
Scenario walkthrough
Summary
11
Business Process Flows and Business Rules
Business Process Flows and Business Rules
Key components
Key changes
Creating a business rule
Scenario walkthrough
Business Process Flows
Creating a Business Process Flow
Scenario walkthrough
Summary
12
New Features in CRM 2016
New Features in CRM 2016
Scenario 1 – using customer field types
Scenario 2 – working with solutions
Scenario 3 – feedback
Scenario 4 – configuring relevance search
Summary

Business Process Flows

Business Process Flows in Dynamics CRM are a set of steps that guide users across a business process in the system. A Business Process Flow is divided into various stages, with each stage containing a set of steps or fields. Based on the requirement, we can even make a step or a field, as required. Business Process Flows do not serve as an automatic process but as a guide for users, through which they can complete a task.

Out-of-box Dynamics CRM provides business process flows for standard entities such as Account or Contact. We can also configure them against custom entities. We can refer to the existing Business Process Flows by navigating to Settings | Processes:

Process Center

In the processes screen, the user can open the Business Process Flows view:

Business Process Flows

Attributes

Apart from the common attributes, the following are the two main attributes for any business process flow:

  • Primary entity: All Business Process Flows, whether out-of-box or custom, need...
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