Fundamentals of CRM with Dynamics 365 and Power Platform

Book description

Explore the latest features of Dynamics 365 and Power Platform's out-of-the-box tools to build custom business solutions for your organization

Key Features

  • Discover impressive Dynamics 365 features to transform your business and increase productivity
  • Leverage the platform's extensibility to meet your organizational needs
  • Understand how Power Platform powers Dynamics 365 and enhances its integration capabilities

Book Description

Microsoft Dynamics 365 provides a vast array of tools and applications to meet various Customer Engagement requirements. This Customer Relationship Management (CRM) guide covers the latest advancements in Dynamics 365 and Power Platform that help organizations adapt to changing market conditions for agility and resilience.

With this book, you'll explore the core platform functionality of Dynamics 365 and explore its wide range of components for transforming your business with new services and capabilities. You'll learn the basics of configuration and customization to enhance the functionality of Microsoft Dynamics 365 CRM and create solutions and custom applications by leveraging features such as apps, portals, automation, and business intelligence. As you advance, you'll understand how Power Platform drives Dynamics 365 and how various integration capabilities add value by providing a comprehensive view of data aggregated across different systems and data sources. Finally, you'll delve into core administration concepts that will help you to manage extensions added to the platform.

By the end of this book, you'll have learned how to tailor Microsoft Dynamics 365 to fit your organization's requirements and tweak the platform to meet your business needs.

What you will learn

  • Get to grips with Power Platform for building and enhancing Dynamics 365 apps
  • Integrate Dynamics 365 CRM with Microsoft 365, Azure, and other platforms
  • Discover how you can customize existing entities and create new ones
  • Explore various security features and grant users access to CRM data and functions
  • Find out which CRM attributes are used to automate operations with programming
  • Use internal and external social data to help users to make informed decisions

Who this book is for

This book is for customers and project stakeholders, new functional consultants, business administration users, and project managers looking to get up and running with the latest features of Dynamics 365 and Power Platform. This guide will help non-developers become acquainted with a no-code approach to customization and configuration. A basic understanding of relational data and customer management concepts will help you get the most out of this book.

Table of contents

  1. Title Page
  2. Copyright and Credits
    1. Fundamentals of CRM with Dynamics 365 and Power Platform
  3. About Packt
    1. Why subscribe?
  4. Contributors
    1. About the author
    2. About the reviewer
    3. Packt is searching for authors like you
  5. Preface
    1. Who this book is for
    2. What this book covers
    3. To get the most out of this book
    4. Download the color images
    5. Conventions used
    6. Get in touch
    7. Reviews
  6. Section 1 - Platform Structure and Extensibility Capabilities
  7. Getting Started with Dynamics 365
    1. Understanding what Dynamics 365 really is
    2. Scalability
    3. Extensibility
    4. Ability to integrate with other systems
    5. Ease of use
    6. Global data center locations for Dynamics CRM Online
    7. Advantages of choosing Dynamics 365 Online
    8. Customizing Dynamics 365
    9. Opening a free 30-day trial of Dynamics 365 for Sales
    10. Trial provisioning
    11. Tenant access through the Office 365 Admin console
    12. What is a sandbox instance?
    13. Configuring a domain name for your environment
    14. Integrating with Office 365 E3 trial services
    15. Summary
  8. Dynamics 365 Platform Structure
    1. Experiencing the platform evolution
    2. Modularity for everyone
    3. Dynamics 365 for Sales
    4. Dynamics 365 for Customer Service
    5. Dynamics 365 for Project Service Automation
    6. Dynamics 365 for Field Service
    7. Dynamics 365 for Marketing
    8. Dynamics 365 application elements
    9. Modular design
    10. Entities
    11. Processes
    12. Dialogs
    13. Workflows
    14. Actions
    15. Business process flows
    16. Dashboards
    17. Reports
    18. The extensibility options
    19. Understanding platform navigation
    20. Exploring the modular concept
    21. Summary
  9. Section 2 - Default Modules Available with the Platform
  10. Dynamics 365 Sales Application
    1. Reviewing the Dynamics 365 Sales app
    2. Understanding Sales-specific entities
    3. Leads
    4. Opportunities
    5. Quotes
    6. Orders
    7. Invoice
    8. Competitor
    9. Products
    10. Sales Goals
    11. Standard Sales processes
    12. Lead to Opportunity Sales Process
    13. Opportunity Sales Process
    14. Sales Literature
    15. Reviewing Sales dashboards
    16. Sales Activity Dashboard
    17. Sales Activity Social Dashboard
    18. Sales Dashboard
    19. Leveraging Sales reports
    20. Marketing features
    21. Summary
  11. Dynamics 365 Customer Service
    1. Exploring the Dynamics 365 for Customer Service app
    2. Dynamics 365 Customer Service
    3. Customer Service Hub – Service area
    4. Customer Service Hub – Scheduling area
    5. Customer Service Hub – Service Management area
    6. Understanding the Customer Service entities
    7. Cases
    8. Queues
    9. Services
    10. Scheduling
    11. Knowledge Articles
    12. Understanding Service Processes
    13. Understanding the Customer Service dashboards
    14. Interacting with Streams and Tiles
    15. Standard dashboards
    16. Customer Service Representative Social Dashboard
    17. Customer Service Performance Dashboard
    18. Customer Service Manager Dashboard
    19. My Knowledge Dashboard
    20. Knowledge Manager
    21. Connected Customer Service Dashboard
    22. Service Reports
    23. Summary
  12. Dynamics 365 Field Service
    1. Solution features of Dynamics 365 for Field Service 
    2. Installation
    3. Regular maintenance
    4. Break-fix scenarios
    5. Dynamics 365 for Field Service – the classical web UI
    6. Dynamics 365 for Field Service – the Unified Interface app
    7. Understanding core entities in Field Service
    8. Accounts and contacts
    9. Work orders
    10. Incident types
    11. Handling scenarios in Field Service
    12. Creating and capturing work orders
    13. Scheduling resources
    14. Fulfilling/completing the work order
    15. Working with agreements
    16. Supporting entities in Field Service
    17. Customer assets
    18. Inventory and purchasing
    19. Other supporting integration scenarios
    20. Summary
  13. Dynamics 365 Project Service Automation
    1. Overview of Dynamics 365 Project Service Automation
    2. PSA users/personas
    3. PSA applications
    4. Project Resource Hub
    5. Project Service app
    6. Understanding the PSA core entities
    7. Accounts and Contacts
    8. Leads, Opportunities, and Quotes
    9. Understanding Project Service Automation scenarios
    10. Creating and managing projects
    11. Creating and managing project schedules
    12. Project estimation
    13. Scheduling resources for projects
    14. Tracking project progress
    15. Summary
  14. Dynamics 365 Marketing
    1. Dynamics 365 for Marketing
    2. Marketing users/personas
    3. The Marketing application
    4. Understanding the core marketing entities
    5. Understanding customers 
    6. Managing customer segments
    7. Marketing execution 
    8. Creating marketing communications
    9. Creating and managing customer journeys
    10. Managing social media posts
    11. Event management
    12. Creating and managing events
    13. Handling event registration
    14. Internet marketing
    15. Deploying the Marketing portal 
    16. Creating a landing page
    17. Creating and managing Surveys
    18. Summary
  15. Section 3 - Customization, Configuration, and Extensibility
  16. Dynamics 365 Customer Engagement and Power Platform
    1. Understanding the Power Apps way
    2. Users/personas leveraging Power Apps
    3. Power Apps for makers/creators
    4. Power Apps for application users
    5. Power Apps for administrators
    6. The Power Apps admin center
    7. The Power Platform admin center
    8. Power Apps for developers
    9. Creating Power Apps
    10. Comparing canvas versus model-driven apps
    11. Creating a canvas app
    12. Creating a model-driven app
    13. Understanding CDS
    14. Leveraging Power Apps Portals
    15. Leveraging Microsoft Power Automate flows
    16. Summary
  17. Customizing Dynamics 365
    1. Exploring the solution package
    2. Components of a solution package
    3. Types of solutions
    4. Unmanaged solutions
    5. Managed solutions
    6. Solution publisher
    7. Solution layering
    8. Default solution
    9. Solution segmentation
    10. Solution cloning and patching
    11. The elements that make up an entity definition
    12. Renaming an entity
    13. Changing entity settings and properties
    14. Description
    15. Entity type and ownership
    16. Collaboration
    17. Creating and updating settings
    18. Dynamics 365 for Outlook
    19. Business versus custom entities
    20. Business entities
    21. Custom entities
    22. Extending entities
    23. Recording images
    24. Quickly viewing and creating entity forms
    25. The entity form
    26. The main form
    27. The quick view form
    28. The quick create form
    29. The card form
    30. Customizing forms
    31. Tabs
    32. Sections
    33. iFrames
    34. Sub-grids
    35. Fields
    36. Global options sets
    37. Spacers
    38. Other inputs
    39. Presenting data to the user
    40. Views
    41. Charts
    42. Dashboards
    43. Defining entity relationship types
    44. One-to-many (1:N) and many-to-one (N:1) relationships
    45. Many-to-many (N:N) relationships
    46. Working with composite fields
    47. Using calculated fields
    48. Taking advantage of rollup fields
    49. When to use SLAs and the timer control
    50. Standard versus enhanced SLAs
    51. How SLAs are applied
    52. Enabling geolocation and mapping
    53. Creating a new solution package scenario
    54. Creating the solution package
    55. Creating a new entity
    56. Extending the entity
    57. Configuring the entity form
    58. Summary
  18. Building Better Business Functionality
    1. Understanding processes
    2. Using alternatives for dialogs
    3. Replacing dialogs with Business Process Flows
    4. Replacing dialogs with Canvas Apps
    5. Learning about workflows
    6. Understanding real-time workflows
    7. Using Flow instead of workflows
    8. Using actions
    9. Using business rules
    10. Understanding the limitations of business rules
    11. Learning about Business Process Flows
    12. Creating Business Process Flows
    13. Triggering workflows on Business Process Flow stage change
    14. Leveraging Excel
    15. Learning about document templates
    16. Document generation templates
    17. Leveraging search correctly
    18. Searching in a view
    19. Searching across the entire organization
    20. Understanding Advanced Find
    21. Searching using voice on mobile
    22. Understanding Relevance Search
    23. Summary
  19. Section 4 - Integrations
  20. Out-of-the-Box Integration Capabilities
    1. Configuring email integration
    2. Configuring Dynamics 365 App for Outlook
    3. Configuring server-based SharePoint integration
    4. Configuring Dynamics 365 SharePoint integration
    5. Configuring OneDrive for Business
    6. Integrating OneNote
    7. Leveraging virtual entities to present external data
    8. Defining a data source
    9. Configuring a new virtual entity
    10. Leveraging Sales Insights features
    11. Free Sales Insights
    12. Assistant
    13. Auto capture
    14. Email engagement
    15. Advanced Sales Insights
    16. The Sales Insights application
    17. LinkedIn Sales Navigator
    18. Starting the initial configuration
    19. LinkedIn Sales Navigator controls
    20. LinkedIn Sales Navigator Lead controls
    21. LinkedIn Sales Navigator Account Controls
    22. Adding controls to entity forms
    23. Summary
  21. Custom Integration Capabilities
    1. Using Power Automate
    2. Power Automate – Flow reborn
    3. Power Automate connectors
    4. Power Automate templates
    5. Conditional decisions
    6. Leveraging mobility with the Dynamics 365 platform 
    7. Enforcing security through configuration
    8. Recommendations on using connectors
    9. Using the CDS Connector instead of the older Dynamics 365 Connector
    10. Using the right CDS Connector for the job
    11. Personal automation versus Application Lifecycle Management (ALM)
    12. Leveraging Azure Logic Apps for enterprises
    13. Logic Apps and Power Automate – similar but different
    14. When to use Logic Apps
    15. Leveraging the Power Apps Data Integration service
    16. Simple no-code integrations
    17. Data Integrator connections
    18. Data Integrator connection sets
    19. Data Integrator projects
    20. Data Integrator templates
    21. Benefits and challenges of data integration
    22. Summary
  22. Section 5 - Administration
  23. Core Administration Concepts
    1. Introducing the Settings area
    2. Exploring the Settings area
    3. Product
    4. Behavior
    5. Features
    6. Languages
    7. Privacy + Security
    8. Business
    9. Business Closures
    10. Calendar
    11. Connection Roles
    12. Currencies
    13. Queues
    14. Regional Formatting
    15. Relationship Roles
    16. Users + Permissions
    17. Business Units
    18. Hierarchy Security
    19. Mobile Configuration
    20. Positions
    21. Security Roles
    22. Teams
    23. Users
    24. Audit and logs
    25. Audit log management
    26. Audit settings
    27. Audit summary view
    28. Entity and field audit settings
    29. System Jobs
    30. Templates
    31. Access team templates
    32. Article templates
    33. Contract templates
    34. Data import templates
    35. Document templates
    36. Email signatures
    37. Email templates
    38. Mail merge templates
    39. Email
    40. Email settings
    41. Email tracking
    42. Mailboxes
    43. Server profiles
    44. Integration
    45. Data management
    46. Auto-numbering
    47. Automatic record creation policies
    48. Data import wizard
    49. Data maps
    50. Duplicate detection rules
    51. Duplicate detection settings
    52. Encryption
    53. Resources
    54. Leveraging a unified experience
    55. Managing users scenario
    56. Creating a new security role
    57. Assigning a role to a user
    58. Summary
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Product information

  • Title: Fundamentals of CRM with Dynamics 365 and Power Platform
  • Author(s): Nicolae Tarla
  • Release date: October 2020
  • Publisher(s): Packt Publishing
  • ISBN: 9781789950243