Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition

Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition

by Deepesh Somani
Released February 2019
Publisher(s): Packt Publishing
ISBN: 9781788990226

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Book description

A comprehensive guide packed with the latest features of Dynamics 365 for customer relationship management

Key Features

  • Create efficient client-side apps and customized plugins that work seamlessly
  • Learn best practices from field experience to use Dynamics 365 efficiently
  • Unleash the power of Dynamics 365 to maximize your organization's profits

Book Description

Microsoft Dynamics 365 is an all-in-one business management solution that's easy to use and adapt. It helps you connect your finances, sales, service, and operations to streamline business processes, improve customer interactions, and enable growth. This book gives you all the information you need to become an expert in MS Dynamics 365.

This book starts with a brief overview of the functional features of Dynamics 365. You will learn how to create Word and Excel templates using CRM data to enable customized data analysis for your organization. This book helps you understand how to use Dynamics 365 as an XRM Framework, gain a deep understanding of client-side scripting in Dynamics 365, and create client-side applications using JavaScript and the Web API.

In addition to this, you will discover how to customize Dynamics 365, and quickly move on to grasp the app structure, which helps you customize Dynamics 365 better. You will also learn how Dynamics 365 can be seamlessly embedded into various productivity tools to customize them for machine learning and contextual guidance.

By the end of this book, you will have mastered utilizing Dynamics 365 features through real-world scenarios.

What you will learn

  • Manage various divisions of your organization using Dynamics 365 customizations
  • Explore the XRM Framework and leverage its features
  • Provide an enhanced mobile and tablet experience
  • Develop client-side applications using JavaScript and the Web API
  • Understand how to develop plugins and workflows using Dynamics 365
  • Explore solution framework improvements and new field types

Who this book is for

Mastering Microsoft Dynamics 365 Customer Engagement is for you if you have knowledge of Dynamics CRM and want to utilize the latest features of Dynamics 365. This book is also for you if you're a skilled developer looking to move to the Microsoft stack to build business solution software. Extensive Dynamics CRM development experience will be beneficial to understand the concepts covered in this book.

Table of contents

  1. Title Page
  2. Copyright and Credits
    1. Mastering Microsoft Dynamics 365 Customer Engagement Second Edition
  3. About Packt
    1. Why subscribe?
    2. Packt.com
  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
      1. Download the example code files
      2. Download the color images
      3. Conventions used
    4. Get in touch
      1. Reviews
  6. Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
  7. Working with Sales
    1. The stages of the sales process
    2. Entities in Dynamics 365
    3. Case studies
      1. Scenario 1
      2. Scenario 2
      3. Scenario 3
    4. Summary
  8. Working with Service
    1. Entities in the Service module
    2. The Customer Service Hub
    3. Case studies
      1. Scenario 1 – configuration of the Customer Service Hub
      2. A walkthrough of the Customer Service Hub
        1. The TIMELINE tab
        2. The RELATED tab
      3. Scenario 2
      4. Scenario 3
    4. Summary
  9. Working with Marketing
    1. Contents of the Marketing module
    2. The structure of the Marketing module
      1. The marketing list
      2. Creating a marketing list
      3. Campaigns
      4. Quick campaigns
    3. Scenario 1
    4. Scenario 2
    5. Scenario 3
    6. Summary
  10. Understanding the New Unified User Interface
    1. An overview of Dynamics 365 Hub
    2. Accessing Hubs in Dynamics 365
    3. Adding Sales and the Customer Service Hub in Dynamics 365
    4. Creating a Unified Interface
    5. New UI updates in Unified Interface
    6. Understanding the Sales Hub in Dynamics 365
    7. Understanding the Customer Service Hub
    8. Summary
  11. Section 2: Understanding Customization and App Design
  12. Designing Unified Interface Apps
    1. Scenario
      1. Resolving the scenario
        1. Creating the Vendor custom entity
        2. Product management
        3. Creating the Vendor Management application
        4. Creating applications from existing solutions and site maps
        5. Managing security roles
        6. Creating new views in the Vendor Management application
        7. Showing a default welcome page
    2. Summary
  13. Customization Enhancements in Dynamics 365
    1. New enhancements in Dynamics 365
      1. New attribute type – MultiSelect Option Set
      2. Custom grid controls in Dynamics 365
    2. Scenario 1
      1. Resolving the scenario
    3. Scenario 2
      1. Resolving the scenario
    4. Scenario 3
      1. Resolving the scenario
    5. Scenario 4
      1. Resolving the scenario
    6. Summary
  14. Business Process Flows and Rules in Dynamics 365
    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
  15. Section 3: Development Enhancements and Code Improvements in Dynamics 365
  16. Client-Side Scripting
    1. Scenario 1
      1. Resolving the scenario
        1. Source code
    2. Microsoft Dynamics 365 web API
      1. Authenticating with the web API
    3. Scenario 2
      1. Resolving the scenario
        1. Source code
    4. Scenario 3
      1. Retrieving metadata using the web API
        1. Source code
    5. Scenario 4
      1. Resolving the scenario
        1. Source code
    6. Summary
  17. Plugin Development with Dynamics 365
    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
  18. 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 perform?
      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
  19. Mobile Enhancements in Dynamics 365
    1. Dynamics 365 mobile application requirements
      1. Dynamics 365 tablet application requirements
      2. Dynamics 365 web browser support for tablet
        1. Scenario
    2. Visual controls in Dynamics 365
      1. Scenario – For visual controls
      2. Scenario – Configuring the timeline control
      3. Scenario – Configuring the Pen Control
    3. Summary
  20. Virtual Entities in Dynamics 365
    1. Scenario demonstrating use of virtual entities
      1. Resolving the scenario
        1. Getting JSON data for the virtual entities
        2. Creating the OData v4 source
        3. Publishing the OData v4 source in Azure
        4. Creating the virtual entity data source
        5. Creating a virtual entity
        6. Creating the Zip Code virtual entity
        7. Currency conversions virtual entity
    2. Limitations of virtual entities
    3. Summary
  21. Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365
  22. Working with Dynamics 365 Portals
    1. Overview of Dynamics 365 portal
    2. Configuring the customer service portal
    3. Managing portal pages and setup using the portal content editor
    4. Scenario 1
    5. Scenario 2
    6. Scenario 3
    7. Scenario 4
    8. Scenario 5
    9. Summary
  23. Configuration Enhancements in Dynamics 365
    1. Dynamics 365 theme
      1. Scenario one
    2. Dynamics 365 organization settings
      1. Scenario two
    3. Dynamics 365 personal option settings
      1. Scenario three
    4. Summary
  24. Analytics with Dynamics 365 (Word and Excel Templates)
    1. Word templates
    2. Scenario
      1. Creating a Word template
        1. An alternative way to create a template
        2. Types of controls
    3. Uploading the template to Dynamics 365
    4. Excel templates
      1. Customizing data present in the document
      2. Uploading the template
        1. Configuring the security roles in templates
    5. Summary
  25. Other Books You May Enjoy
    1. Leave a review - let other readers know what you think

Product information

  • Title: Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition
  • Author(s): Deepesh Somani
  • Release date: February 2019
  • Publisher(s): Packt Publishing
  • ISBN: 9781788990226