book

Microsoft Dynamics® CRM 2016 Unleashed

by Marc Wolenik

September 2016

Intermediate to advanced

1500 pages

34h 43m

English

Sams

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Online Versus On-PremisesUpdates/Release CadenceOn-Premises UpdatesOnline UpdatesSummary
Forms and the InterfaceEnhanced NavigationThemesNew Forms Rendering EngineQuick SearchEnhanced TemplatesHierarchy VisualizationEntity/Field EnhancementsBusiness Flow BranchingProduct Catalog ConfigurationCalculated and Rollup FieldsService ImprovementsThe Interactive Service HubSurveys: Voice of the CustomerParatureUnified Service Desk (USD)Social EngagementIntegrated KnowledgeEnhanced Case SLAOffice 365 and Outlook EnhancementsExcel IntegrationMicrosoft Dynamics CRM App for OutlookOneNote, OneDrive for Business, Delve, and Office 365 IntegrationSharePoint EnhancementsPlatform and Architecture ChangesDevelopment and Test InstancesMulti-geo Instance SupportAPI EnhancementsSolution EnhancementsExternal Party AccessSupported ConfigurationsNew Support and Pricing OptionsSupportPricingMobileMobile ClientMobile FormsIntegration with CortanaSecured Data with GoodMicrosoft Dynamics Marketing (MDM)Email MarketingEnhanced Campaign and Lead ManagementSummary
xRM ExplainedxRM ConsiderationsThe End ApplicationThe User ExperienceWhat Comes with Dynamics CRM Out of the BoxWhere You’re Going to Have to Build/ExtendThe Licensing ModelxRM Design PrinciplesCOLACLicensing ExplainedSummary
Overview of Microsoft Dynamics CRM 2016 OnlineWhy Use Microsoft Dynamics CRM 2016 Online?The Microsoft Dynamics CRM 2016 Online ExperienceUpdate ScheduleMicrosoft Data CentersGlobal Data CentersRegional Data RedundancyData Center RedundancyPrivacy and CertificationsPrivacyCertificationsUnderstanding the Microsoft Dynamics CRM 2016 Licensing OptionsLicense Options ExplainedOnline Add-on FeaturesNew License ParadigmSigning Up for CRM 2016 OnlineCRM Online Provisioning ProcessAdding and Setting Up Additional UsersManaging UsersBulk Adding UsersManaging Your SubscriptionChecking System Health StatusAdding a Production or Development InstanceSummary
How to NavigateSaving Your DataMenu OptionsCommon FunctionsRibbons in OutlookSummary
Working with AccountsRequired Fields for AccountsTop Menu Options for AccountsContacts Associated with AccountsWorking with ContactsRequired Fields for ContactsAdditional Fields for Contact RecordsGeneral Information for Either Accounts or ContactsAccount and Contact ReportsMore AddressesActivitiesCommon Closed ActivitiesConnectionsDocumentsAudit HistoryProcesses, Workflows, and Dialog SessionsSummary
Flow Interface for SalesLead to Opportunity Flow ExampleLeadsWorking with New LeadsConverting LeadsOpportunitiesCreating a New OpportunityAdding Products to an OpportunityClosing OpportunitiesCompetitorsProductsQuotes, Orders, and InvoicesWorking with QuotesDraft StatusWorking with OrdersWorking with InvoicesGoals, Goal Metrics, and Rollup QueriesDefining Goal MetricsCreating a New GoalSetting Goal CriteriaSummary
Marketing ListsUsing Lookup to Add MembersUsing Advanced Find to Add MembersUsing Advanced Find to Remove MembersUsing Advanced Find to Evaluate MembersOther Marketing List FeaturesCampaignsWorking with New Campaigns and Campaign TemplatesAdding Campaign ActivitiesCampaign ResponsesSales LiteratureQuick CampaignsCreating a Quick CampaignFinding the Status of a Quick CampaignSummary
Key Features of MDMMDM SetupTurn On Full-TextDouble Opt-in for EmailsSMS Marketing InformationStandardized KPIs for SMSMDM NavigationHomeMain Areas of the MDM ApplicationDynamics Marketing/CRM IntegrationConnector RequirementsConnector SetupCRM Online ConfigurationsCRM On-Premises ConfigurationsSummary
Understanding Service and Service ActivitiesServicesService CalendarService ActivityManaging Users’ Working TimeAppointmentsCasesAdd Related ActivitiesDelete CaseResolve CaseCancel CaseReportsArticlesSubjectsSubmitting an ArticleApproving an ArticleRejecting an ArticleReportsArticles SecurityContractsService ManagementCase Settings with Record Creation and Update RulesService TermsKnowledge Base ManagementTemplatesService SchedulingEnhanced Case SLAsSummary
Using the Interactive Service HubNavigationFiltersRecent Views and RecordsQuick SearchQuick CreateStreamsCustomersCasesKnowledge ArticlesConfigurations and CustomizationsMain—Interactive Experience FormCard FormFieldsDashboardsEntity DashboardsSummary
Overview of ParatureService DeskSupport CenterContact ManagementService Level Agreements (SLAs)Knowledge Base ManagementDownloadProductChatTicketSummary
RequirementsServer SetupClient Setup and ConfigurationConfigurations and CustomizationsHosted ControlsToolbarsAction CallsEventsEntity SearchesWindow Navigation RulesSession LinesAgent ScriptsScriptletsFormsOptionsUser SettingsCustomization FileConfigurationAudit & Diagnostics SettingsTroubleshootingAdvanced CustomizationsUSD Custom Panel LayoutSummary
Using Microsoft Dynamics Social EngagementPricingConfigurationSetting Solution DefaultsAdding Users and Assigning RolesCreating Search Topics to Gather DataCustomizationsConnectionsAutomation RulesAnalyticsSocial CenterPublish PaneActivity MapsMessage CenterConnecting with Dynamics CRMSocial Insights Controls for CRM Entity FormsSocial Insights Controls for a CRM DashboardsSummary
Yammer BasicsYammer and Dynamics CRM 2016Integrating Yammer with Dynamics CRMRemoving YammerOptimizing Yammer Integration with Dynamics CRM 2016Working with Yammer in Dynamics CRM 2016Yammer FeaturesPollsPraiseAnnouncementsPost ActionsChatYammer SettingsProfileOrg ChartNetworksAccount ActivityMy ApplicationsNotificationsPreferencesSummary
ReportingReport FiltersCategoriesAdministrationReport WizardScheduling ReportsExporting ReportsAdvanced FeaturesFetch-based ReportsRequirementsLeft Outer JoinsCharts and DashboardsWorking with ChartsVisualizationsDashboardsIntroduction to SSRSCustom ReportsWhen Are Custom Reports Recommended?Installing CRM 2016 Report Authoring ExtensionBuilding Custom Reports with SSRSDeveloping and Testing Reports in Visual StudioFiltered ViewsDeploymentReport ParametersBuilding Custom Reports with ASP.NETCustom Reports with ASP.NET DeploymentSummary
Components of a Good ImplementationBusiness ManagementFiscal Year SettingsGoal MetricsBusiness ClosuresFacilities/EquipmentQueuesResource GroupsSales TerritoriesServicesSitesSubjectsCurrenciesConnection RolesRelationship RolesTemplatesProduct CatalogService ManagementCustomizationSystem AdministrationAdministrationSecurityOther Settings Navigation OptionsProcess CenterSummary
New FeaturesTabletsWindows 10 InstallationCustomizing Options and FeaturesForm FieldsEntities Enabled for the Dynamics CRM for Tablets AppSales DashboardNavigation BarCommand BarSimple ListsStakeholders and Sales Team ListsBusiness Process FlowsMulti-Entity Quick Find/SearchOffline Access/UsageAuto-SaveImagesServer-Side ExtensibilityMobile PhonesDynamics CRM for Phones AppsDynamics CRM on a Phone’s Web BrowserRequired PrivilegesEnabling Entities for the Dynamics CRM for Phones AppCustomization and FeaturesInstalling and Using the Dynamics CRM for Phones AppVisual ControlsSummary
Browser/Web ClientMicrosoft Dynamics CRM 2016 for OutlookRequirementsClient SetupClient InstallationClient ConfigurationClient TroubleshootingAdvanced ConfigurationUsing the CRM Outlook ClientTracking EmailsSet RegardingConvert ToAdd ConnectionView in CRMOutlook CRM ViewsPrevious Version CompatibilityCRM App for OutlookSummary
Server-Side SynchronizationConfiguring Server-Side SynchronizationMigrating Email Router DataMicrosoft Dynamics CRM for OutlookEmail RouterConfiguring the Email ServicesInstalling the Email Router and the Rule Deployment WizardInstalling the Email Router on Multiple ComputersEmail Router Configuration Manager and Configuration ProfilesAuthentication TypesAccess CredentialsConfiguring Email Routing for Multiple Configurations and DeploymentsConfiguring the CRM Email RouterCreating the Incoming ProfileDeploymentsUser, Queues, and Forward MailboxesForward MailboxesTracking Incoming EmailsQueuesRule Deployment WizardCreating a Rule ManuallySummary
Microsoft Word IntegrationCreating a Word Document TemplateUploading the Word Document TemplateUsing the Word Document TemplateAdvanced Word TemplatesPersonal and System TemplatesMicrosoft Excel IntegrationCreating an Excel Document TemplateUploading the Excel Document TemplateUsing the Excel Document TemplatesSystem TemplatesMicrosoft OneNote IntegrationEnabling OneNote IntegrationUsing OneNote with Dynamics CRMMicrosoft OneDrive IntegrationEnabling OneDrive IntegrationUsing OneDrive with Dynamics CRMMicrosoft Delve IntegrationEnabling Delve IntegrationConfiguring Delve with Dynamics CRMUsing Delve with Dynamics CRMSummary
Customization PrinciplesThe Dynamics CRM Entity ModelFieldsCalculated FieldsRollup FieldsKeysRelationshipsMessagesBasic CustomizationsForm CustomizationsView CustomizationsPublishing CustomizationsPreparing Client CustomizationsMenu and Command Bar CustomizationsSite MapISV ConfigThe Command BarJavaScript EventsEvent-Handling Tips and TricksTips and Tricks When Working with EventsCalculated FieldsBusiness RulesShowing Error MessagesSetting a Field ValueMaking a Field RequiredSetting VisibilitySetting Default ValuesLocking or Unlocking a FieldExporting and Importing Entity CustomizationsSolution ConceptsWorking with Custom SolutionsAdding Required ComponentsShowing DependenciesManaged PropertiesPlug-insBest Practices When Working with SolutionsSolution EnhancementsExporting SolutionsImporting SolutionsRemoving SolutionsCloning a PatchCloning SolutionsPatching SolutionsWorking with Multiple SolutionsEntity Forms SecurityMigrating Customizations from Previous VersionsThird-Party and Marketplace SolutionsFor ISVsFor CustomersDeveloper ResourcesConfiguration MigrationPackage DeployerThemesWorking with the SDKSummary
Web Services FundamentalsWindows Communication FoundationRepresentational State TransferJavaScript Object NotationOpen Data ServicesDiscovery Web ServiceOrganization ServiceEarly BindingRegular Operations for Early BindingMetadataExamples of Web ServicesJavaScriptModern SOAP EndpointsExecuteMultipleRequestWeb APIOAuthCreating RecordsRetrieving RecordsUpdating RecordsDeleting RecordsOther OperationsSummary
Introduction to AzureService Bus ConfigurationsCreating a Windows Azure Service Bus Account with a SubscriptionGetting the CRM 2016 Online CertificateRegistering a Service Bus EndpointCreating a Listener ApplicationUpdating Variables for the Main MethodAzure-Hosted Dynamics CRMAzure ExpressRouteSummary
Plug-insIsolationModesStagesDeployment TypesWhen to Use a Plug-inPlug-in DevelopmentAdding ReferencesPlug-in DeploymentIntegrating the Plug-in Registration Tool with Visual Studio 2015Registering a Plug-inUnregister a Plug-inPlug-in DebuggingAttaching the Debugger to the Host ProcessPlug-in ProfilerPlug-in SamplesPlug-in DistributionSummary
ActionsWhen to Use ActionsHow to Use ActionsBusiness Process FlowsEnabling an Entity for BPFEnabling Default BPFsDesigning a BPFDialogsInput ArgumentsVariablesStepsDialog ActivationTesting the DialogWorkflowsAsynchronous WorkflowsReal-Time (Synchronous) WorkflowsWorkflow ScopeTask FlowsCreating Workflows in Windows Workflow Foundation with Visual StudioNo-Code WorkflowsCustom Workflow ActivitiesSummary
SharePoint and Dynamics CRM 2016Server-to-Server Integration with SharePointClient-to-Server Integration with SharePointIntegration FeaturesDocument Location OptionRecord GUID in Folder NameExtending the IntegrationEntitiesConfiguration MessageOperations in SharePointOneNote IntegrationSummary
IFD DefinedClaims-Based AuthenticationConfiguring IFDSSL CertificatesAD FS 2.0AD FS 3.0Configuring AD FSConfiguring Claims-Based Authentication on CRMAdding Relying Party Trust on AD FSConfiguring the CRM Application for Internet-Facing DeploymentWorking with IFD and Multiple OrganizationsDNS Server ConfigurationDisabling IFDSummary
Hardware and Software ConsiderationsServerWindows Server Operating SystemActive Directory ModesInternet Information ServicesDatabaseMicrosoft Dynamics CRM Reporting ExtensionsSharePoint IntegrationEmail RouterExchange ServerPOP3/SMTPMicrosoft CRM Client for BrowsersMicrosoft CRM Office Client for OutlookLicensingSingle- Versus Multiple-Server DeploymentSingle-Server DeploymentMultiple-Server DeploymentsSetting Up SQL ServerDynamics CRM Setup ProcessMicrosoft Dynamics CRM Server SetupAdditional StepsMicrosoft Dynamics CRM ClientsUpgrading from Earlier VersionsSetting Up Your Business in Microsoft Dynamics CRM 2016Summary
Online SupportBasic Subscription SupportEnhanced SupportProfessional Direct SupportPremier Support (for Large Accounts Only)On-Premises SupportPros and Cons of Manual UpdatesConsiderations When Installing UpdatesPartner SupportSummary
InstallationConfigurationAccount TypesUsersGame SetupFinal ConfigurationsPlayersFansFST TVSettingsPlayer StatsBest PracticesSummary
What Does Adxstudio Portals Do?Deployment of Adxstudio PortalsAdxstudio Portals InstallerStarter PortalsAdxstudio Portals ConfigurationEntity FormsEntity PermissionsEntity ListsWeb FormsSummary
FieldOne OverviewFieldOne Sky InstallationFieldOne Sky ConfigurationFieldOne AdministrationService Accounts and Billing AccountsWork OrdersSchedule BoardFieldOne Sky Mobile AppScheduling Using the FieldOne Sky Mobile AppCustomizing the FieldOne Sky Mobile AppSummary
Voice of the Customer DeploymentVoice of the Customer ConfigurationVoice of the Customer CustomizationSurveySurvey ResponsesResponse OutcomesVoice of the Customer TroubleshootingSummary

Content preview from Microsoft Dynamics® CRM 2016 Unleashed

Chapter 30. How to Get Support for Your System

In This Chapter

Online Support

On-Premises Support

Partner Support

As a vendor, Microsoft is responsible for providing support for Microsoft Dynamics CRM. It does this in a number of ways, some of which are slightly different for Online users than for On-Premises users:

Service pack updates (On-Premises ...