book

Fundamentals of CRM with Dynamics 365 and Power Platform

by Nicolae Tarla

October 2020

Intermediate to advanced

644 pages

12h 30m

English

Packt Publishing

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Fundamentals of CRM with Dynamics 365 and Power Platform
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Understanding what Dynamics 365 really isScalabilityExtensibilityAbility to integrate with other systemsEase of useGlobal data center locations for Dynamics CRM OnlineAdvantages of choosing Dynamics 365 OnlineCustomizing Dynamics 365Opening a free 30-day trial of Dynamics 365 for SalesTrial provisioningTenant access through the Office 365 Admin consoleWhat is a sandbox instance?Configuring a domain name for your environmentIntegrating with Office 365 E3 trial servicesSummary
Experiencing the platform evolutionModularity for everyoneDynamics 365 for SalesDynamics 365 for Customer ServiceDynamics 365 for Project Service AutomationDynamics 365 for Field ServiceDynamics 365 for MarketingDynamics 365 application elementsModular designEntitiesProcessesDialogsWorkflowsActionsBusiness process flowsDashboardsReportsThe extensibility optionsUnderstanding platform navigationExploring the modular conceptSummary
Reviewing the Dynamics 365 Sales appUnderstanding Sales-specific entitiesLeadsOpportunitiesQuotesOrdersInvoiceCompetitorProductsSales GoalsStandard Sales processesLead to Opportunity Sales ProcessOpportunity Sales ProcessSales LiteratureReviewing Sales dashboardsSales Activity DashboardSales Activity Social DashboardSales DashboardLeveraging Sales reportsMarketing featuresSummary

Exploring the Dynamics 365 for Customer Service appDynamics 365 Customer ServiceCustomer Service Hub – Service areaCustomer Service Hub – Scheduling areaCustomer Service Hub – Service Management areaUnderstanding the Customer Service entitiesCasesQueuesServicesSchedulingKnowledge ArticlesUnderstanding Service ProcessesUnderstanding the Customer Service dashboardsInteracting with Streams and TilesStandard dashboardsCustomer Service Representative Social DashboardCustomer Service Performance DashboardCustomer Service Manager DashboardMy Knowledge DashboardKnowledge ManagerConnected Customer Service DashboardService ReportsSummary
Solution features of Dynamics 365 for Field Service InstallationRegular maintenanceBreak-fix scenariosDynamics 365 for Field Service – the classical web UIDynamics 365 for Field Service – the Unified Interface appUnderstanding core entities in Field ServiceAccounts and contactsWork ordersIncident typesHandling scenarios in Field ServiceCreating and capturing work ordersScheduling resourcesFulfilling/completing the work orderWorking with agreementsSupporting entities in Field ServiceCustomer assetsInventory and purchasingOther supporting integration scenariosSummary
Overview of Dynamics 365 Project Service AutomationPSA users/personasPSA applicationsProject Resource HubProject Service appUnderstanding the PSA core entitiesAccounts and ContactsLeads, Opportunities, and QuotesUnderstanding Project Service Automation scenariosCreating and managing projectsCreating and managing project schedulesProject estimationScheduling resources for projectsTracking project progressSummary
Dynamics 365 for MarketingMarketing users/personasThe Marketing applicationUnderstanding the core marketing entitiesUnderstanding customers Managing customer segmentsMarketing execution Creating marketing communicationsCreating and managing customer journeysManaging social media postsEvent managementCreating and managing eventsHandling event registrationInternet marketingDeploying the Marketing portal Creating a landing pageCreating and managing SurveysSummary
Understanding the Power Apps wayUsers/personas leveraging Power AppsPower Apps for makers/creatorsPower Apps for application usersPower Apps for administratorsThe Power Apps admin centerThe Power Platform admin centerPower Apps for developersCreating Power AppsComparing canvas versus model-driven appsCreating a canvas appCreating a model-driven appUnderstanding CDSLeveraging Power Apps PortalsLeveraging Microsoft Power Automate flowsSummary
Exploring the solution packageComponents of a solution packageTypes of solutionsUnmanaged solutionsManaged solutionsSolution publisherSolution layeringDefault solutionSolution segmentationSolution cloning and patchingThe elements that make up an entity definitionRenaming an entityChanging entity settings and propertiesDescriptionEntity type and ownershipCollaborationCreating and updating settingsDynamics 365 for OutlookBusiness versus custom entitiesBusiness entitiesCustom entitiesExtending entitiesRecording imagesQuickly viewing and creating entity formsThe entity formThe main formThe quick view formThe quick create formThe card formCustomizing formsTabsSectionsiFramesSub-gridsFieldsGlobal options setsSpacersOther inputsPresenting data to the userViewsChartsDashboardsDefining entity relationship typesOne-to-many (1:N) and many-to-one (N:1) relationshipsMany-to-many (N:N) relationshipsWorking with composite fieldsUsing calculated fieldsTaking advantage of rollup fieldsWhen to use SLAs and the timer controlStandard versus enhanced SLAsHow SLAs are appliedEnabling geolocation and mappingCreating a new solution package scenarioCreating the solution packageCreating a new entityExtending the entityConfiguring the entity formSummary
Understanding processesUsing alternatives for dialogsReplacing dialogs with Business Process FlowsReplacing dialogs with Canvas AppsLearning about workflowsUnderstanding real-time workflowsUsing Flow instead of workflowsUsing actionsUsing business rulesUnderstanding the limitations of business rulesLearning about Business Process FlowsCreating Business Process FlowsTriggering workflows on Business Process Flow stage changeLeveraging ExcelLearning about document templatesDocument generation templatesLeveraging search correctlySearching in a viewSearching across the entire organizationUnderstanding Advanced FindSearching using voice on mobileUnderstanding Relevance SearchSummary
Configuring email integrationConfiguring Dynamics 365 App for OutlookConfiguring server-based SharePoint integrationConfiguring Dynamics 365 SharePoint integrationConfiguring OneDrive for BusinessIntegrating OneNoteLeveraging virtual entities to present external dataDefining a data sourceConfiguring a new virtual entityLeveraging Sales Insights featuresFree Sales InsightsAssistantAuto captureEmail engagementAdvanced Sales InsightsThe Sales Insights applicationLinkedIn Sales NavigatorStarting the initial configurationLinkedIn Sales Navigator controlsLinkedIn Sales Navigator Lead controlsLinkedIn Sales Navigator Account ControlsAdding controls to entity formsSummary
Using Power AutomatePower Automate – Flow rebornPower Automate connectorsPower Automate templatesConditional decisionsLeveraging mobility with the Dynamics 365 platform Enforcing security through configurationRecommendations on using connectorsUsing the CDS Connector instead of the older Dynamics 365 ConnectorUsing the right CDS Connector for the jobPersonal automation versus Application Lifecycle Management (ALM)Leveraging Azure Logic Apps for enterprisesLogic Apps and Power Automate – similar but differentWhen to use Logic AppsLeveraging the Power Apps Data Integration serviceSimple no-code integrationsData Integrator connectionsData Integrator connection setsData Integrator projectsData Integrator templatesBenefits and challenges of data integrationSummary
Introducing the Settings areaExploring the Settings areaProductBehaviorFeaturesLanguagesPrivacy + SecurityBusinessBusiness ClosuresCalendarConnection RolesCurrenciesQueuesRegional FormattingRelationship RolesUsers + PermissionsBusiness UnitsHierarchy SecurityMobile ConfigurationPositionsSecurity RolesTeamsUsersAudit and logsAudit log managementAudit settingsAudit summary viewEntity and field audit settingsSystem JobsTemplatesAccess team templatesArticle templatesContract templatesData import templatesDocument templatesEmail signaturesEmail templatesMail merge templatesEmailEmail settingsEmail trackingMailboxesServer profilesIntegrationData managementAuto-numberingAutomatic record creation policiesData import wizardData mapsDuplicate detection rulesDuplicate detection settingsEncryptionResourcesLeveraging a unified experienceManaging users scenarioCreating a new security roleAssigning a role to a userSummary
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Content preview from Fundamentals of CRM with Dynamics 365 and Power Platform

Section 2 - Default Modules Available with the Platform

In this section, we will focus our attention on the various modules offered by Microsoft as solutions for the platform.

This section comprises the following chapters:

Chapter 3, Dynamics 365 Sales Application
Chapter 4, Dynamics 365 Customer Service
Chapter 5, Dynamics 365 Field Service
Chapter 6, Dynamics 365 Project Service Automation
Chapter 7, Dynamics 365 Marketing

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Publisher Resources

ISBN: 9781789950243