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Mastering Microsoft Dynamics CRM 2016

Book Description

This comprehensive guide covers all the essential features of Dynamics CRM so you can build effective applications

About This Book

  • Harness the full power of Dynamics CRM 2016 through real-world scenarios
  • Create efficient client-side applications and customized plugins that work seamlessly across mobile and the Web
  • Get to know the best practices from field experience to utilize Dynamics CRM 2016 efficiently
  • Get an in-depth understanding of mobility and tablet options for Dynamics CRM 2016

Who This Book Is For

This book is for those with Dynamics CRM knowledge who want to utilize the latest features available with Dynamics CRM 2016 and Update 1. Extensive Dynamics CRM development experience would be beneficial.

What You Will Learn

  • Learn to manage the sales, service, and marketing divisions of any organization using entities and other Dynamics CRM 2016 customizations
  • Learn about the XRM framework of Dynamics CRM 2016 and leverage its features
  • Provide an enhanced mobile and tablet experience using the latest features of Dynamics CRM
  • Get an enhanced Dynamics CRM analytics experience with Word and Excel templates
  • Develop client-side applications using JavaScript and Web API
  • How to develop plugins and workflows using Dynamics CRM 2016
  • Solution framework improvements, new field types, and Relevant Search in Dynamics CRM 2016

In Detail

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.

Style and approach

This book takes a practical, step-by-step approach, providing real-world case studies that enable readers to leverage the latest and most advanced features of Dynamics CRM.

Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at http://www.PacktPub.com. If you purchased this book elsewhere, you can visit http://www.PacktPub.com/support and register to have the code file.

Table of Contents

  1. Preface
    1. What this book covers
    2. What you need for this book
    3. Who this book is for
    4. Conventions
    5. Reader feedback
    6. Customer support
      1. Downloading the example code
      2. Errata
      3. Piracy
      4. Questions
  2. History of Dynamics CRM
    1. Microsoft Dynamics CRM 2016 overview
      1. Sales module
      2. Sales life cycle
    2. Marketing
      1. Marketing life cycle
      2. Marketing list
      3. Campaigns
    3. Working with Campaigns in Dynamics 365
      1. Planning activities
      2. The response to a campaign
      3. Quick Campaigns
      4. Campaigns versus Quick Campaigns
    4. Service
      1. Service life cycle
      2. Activities
      3. Case
      4. Entitlements
      5. SLAs
      6. Contracts
      7. Knowledge Base
    5. The XRM framework
    6. Analytics with CRM
      1. Word templates
      2. Excel templates
    7. Workflow development
      1. Types of workflows
    8. Client-side enhancements in Microsoft Dynamics CRM 2016
      1. Form scripts
      2. Web resources
    9. Enhancements for mobile
      1. Entity forms for mobile and tablet
      2. The Microsoft Dynamics CRM app for Android
      3. Visual controls
    10. Plugin development
    11. Business Process Flows and Business Rules
    12. New features in Microsoft Dynamics CRM 2016
      1. Customer field type
      2. Solutions improvements for entity assets
      3. Feedback and Rating
      4. The Relevance Search functionality
    13. Summary
  3. Working with Sales
    1. The stages of the sales process
    2. Entities in Dynamics CRM
    3. Case studies
      1. Scenario 1
      2. Scenario 2
      3. Scenario 3
    4. Summary
  4. Working with Services
    1. Entities in the Service module
    2. The Interactive Service Hub
      1. Interactive Service Hub requirements
    3. Case studies
      1. Scenario 1 - The configuration of the Service Hub
      2. A walkthrough of the Interactive Service Hub
        1. The TIMELINE tab
        2. The RELATED tab
        3. The activities performed in a case
      3. Scenario 2
      4. Scenario 3
    4. Summary
  5. Working with Marketing
    1. Contents of the Marketing module
      1. The structure of the Marketing module
    2. Marketing list
      1. Creating a marketing list
    3. Campaigns
    4. Quick campaigns
    5. Scenario 1
    6. Scenario 2
    7. Scenario 3
    8. A note on Microsoft Dynamics Marketing
    9. Summary
  6. Working with the XRM Framework
    1. Scenario walkthrough
    2. Adding resources
      1. Creating custom fields
      2. Attributing data types
      3. The Calculated and Rollup fields
      4. What operations can the Rollup fields do?
      5. What types of formula are allowed on Calculated fields?
    3. Relationships
      1. 1:N relationships
      2. N:1 relationships
      3. N:N Relationships
    4. Scenario 1
    5. Scenario 2
    6. Entity forms
    7. Entity views
      1. Sample scenarios
    8. Summary
  7. Analytics with CRM
    1. Word templates
    2. Scenario
      1. Creating a Word template
      2. An alternative way of creating the template
        1. Types of controls
    3. Uploading the template to Dynamics CRM
    4. Excel templates
      1. Customizing data present in the document
      2. Uploading the template
        1. Configuring the security roles in templates
    5. Summary
  8. Workflow Development with Dynamics CRM
    1. Types of workflow
    2. Scenario walkthrough
      1. Scenario 1
      2. Scenario 2
      3. Scenario 3
      4. Scenario 4
        1. Further exercises
    3. Summary
  9. Client-Side Scripting
    1. Scenario 1
      1. Resolving the scenario
        1. Source code
    2. Microsoft Dynamics 365 Web API
      1. Authentication with the Web API
    3. Scenario 2
      1. Why use Web API?
        1. Event handlers
    4. Scenario 3
      1. Retrieving metadata using the Web API
    5. Scenario 4
    6. Summary
  10. Enhancements for Mobile
    1. Microsoft Dynamics CRM 2016 mobile application requirements
    2. Microsoft Dynamics CRM 2016 tablet application requirements
    3. Microsoft Dynamics CRM 2016 tablet web browser support
    4. Scenario 1
    5. Scenario 2
    6. Visual controls in Microsoft Dynamics CRM 2016
    7. A scenario for visual controls
      1. Configuring the timeline control
      2. Configuring the Pen Control
    8. Summary
  11. Plugin Development with Dynamics CRM
    1. Event execution pipeline
      1. Pipeline stages
      2. Database transaction
      3. Plugin isolation mode
    2. Writing a plugin
      1. Registering a plugin step
    3. Scenario walkthrough
      1. Scenario 1
      2. Scenario 2
      3. Scenario 3
    4. Summary
  12. Business Process Flows and Business Rules
    1. Key components
    2. Key changes
    3. Creating a business rule
    4. Scenario walkthrough
      1. Scenario
    5. Business Process Flows
      1. Attributes
    6. Creating a Business Process Flow
    7. Scenario walkthrough
      1. Scenario
    8. Summary
  13. New Features in CRM 2016
    1. Scenario 1 – using customer field types
    2. Scenario 2 – working with solutions
    3. Scenario 3 – feedback
    4. Scenario 4 – configuring relevance search
    5. Summary