You are previewing Microsoft Dynamics® CRM 2016 Unleashed.
O'Reilly logo
Microsoft Dynamics® CRM 2016 Unleashed

Book Description

Microsoft Dynamics®CRM 2016 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing every new Online and On-Premises version of Dynamics CRM 2016. Leading Dynamics implementer Marc Wolenik presents comprehensive coverage of configuring, customizing, and operating Dynamics to serve your organization’s unique needs. He illuminates Microsoft’s renewed focus on services, via the Interactive Service Hub (ISH) and advanced cross-platform mobile client support. You’ll also find extensive new coverage of key enhancements including xRM, Adxstudio Portals, FieldOne, Parature, Voice of the Customer, and FantasySalesTeam gamification.

Wolenik’s example-rich guidance will be invaluable to every IT professional who intends to work with Dynamics CRM 2016, regardless of her experience with Dynamics, Salesforce, or other CRM solutions. Drawing on extensive insider knowledge, he systematically explains how Dynamics CRM 2016 works, why it works that way, and how to maximize its value. You’ll find proven best practices for using every significant Dynamics capability—information available in no other book.

Detailed information on how to…

  • Compare each version of Dynamics CRM 2016, make your best choice, and deploy painlessly

  • Leverage Dynamics CRM 2016 as a complete customer engagement solution for all channels and devices

  • Quickly apply capabilities that previously required extensive programming or complex workarounds

  • Efficiently manage accounts, leads, campaigns, collateral, cases, contacts, opportunities, orders, products, quotes, invoices, teams, and more

  • Integrate schedules, cases, contacts, and product/service information

  • Build powerful automated workflows, processes, and complete solutions

  • Customize product catalogs to reduce SKUs, create bundles, and define up-sells or cross-sells

  • Capture the Voice of the Customer with powerful new survey tools

  • Build state-of-the-art customer service dashboards

  • Create seamless, mobile-optimized self-service web portals with Adxstudio

  • Make CRM more fun and compelling with FantasySalesTeam games

  • Extend Dynamics CRM 2016 with custom plug-ins and add-ons

  • Table of Contents

    1. About This E-Book
    2. Title Page
    3. Copyright Page
    4. Contents at a Glance
    5. Table of Contents
    6. About the Author
    7. Dedication
    8. Acknowledgments
    9. We Want to Hear from You!
    10. Reader Services
    11. Introduction
    12. Chapter 1. How This Book Is Arranged
      1. Online Versus On-Premises
      2. Updates/Release Cadence
        1. On-Premises Updates
        2. Online Updates
      3. Summary
    13. Chapter 2. New Features of Microsoft Dynamics CRM 2016
      1. Forms and the Interface
        1. Enhanced Navigation
        2. Themes
        3. New Forms Rendering Engine
        4. Quick Search
        5. Enhanced Templates
        6. Hierarchy Visualization
      2. Entity/Field Enhancements
        1. Business Flow Branching
        2. Product Catalog Configuration
        3. Calculated and Rollup Fields
      3. Service Improvements
        1. The Interactive Service Hub
        2. Surveys: Voice of the Customer
        3. Parature
        4. Unified Service Desk (USD)
        5. Social Engagement
        6. Integrated Knowledge
        7. Enhanced Case SLA
      4. Office 365 and Outlook Enhancements
        1. Excel Integration
        2. Microsoft Dynamics CRM App for Outlook
        3. OneNote, OneDrive for Business, Delve, and Office 365 Integration
        4. SharePoint Enhancements
      5. Platform and Architecture Changes
        1. Development and Test Instances
        2. Multi-geo Instance Support
        3. API Enhancements
        4. Solution Enhancements
        5. External Party Access
        6. Supported Configurations
      6. New Support and Pricing Options
        1. Support
        2. Pricing
        3. Mobile
        4. Mobile Client
        5. Mobile Forms
        6. Integration with Cortana
        7. Secured Data with Good
        8. Microsoft Dynamics Marketing (MDM)
        9. Email Marketing
        10. Enhanced Campaign and Lead Management
      7. Summary
    14. Chapter 3. Customizing and Designing Applications Within Dynamics CRM 2016 (xRM)
      1. xRM Explained
      2. xRM Considerations
        1. The End Application
        2. The User Experience
        3. What Comes with Dynamics CRM Out of the Box
        4. Where You’re Going to Have to Build/Extend
        5. The Licensing Model
      3. xRM Design Principles
        1. COLAC
        2. Licensing Explained
      4. Summary
    15. Chapter 4. CRM 2016 Online
      1. Overview of Microsoft Dynamics CRM 2016 Online
      2. Why Use Microsoft Dynamics CRM 2016 Online?
      3. The Microsoft Dynamics CRM 2016 Online Experience
        1. Update Schedule
        2. Microsoft Data Centers
        3. Global Data Centers
        4. Regional Data Redundancy
        5. Data Center Redundancy
      4. Privacy and Certifications
        1. Privacy
        2. Certifications
      5. Understanding the Microsoft Dynamics CRM 2016 Licensing Options
        1. License Options Explained
        2. Online Add-on Features
        3. New License Paradigm
      6. Signing Up for CRM 2016 Online
        1. CRM Online Provisioning Process
        2. Adding and Setting Up Additional Users
        3. Managing Users
        4. Bulk Adding Users
      7. Managing Your Subscription
        1. Checking System Health Status
        2. Adding a Production or Development Instance
      8. Summary
    16. Chapter 5. Navigation
      1. How to Navigate
        1. Saving Your Data
      2. Menu Options
        1. Common Functions
      3. Ribbons in Outlook
      4. Summary
    17. Chapter 6. Working with Customers
      1. Working with Accounts
        1. Required Fields for Accounts
        2. Top Menu Options for Accounts
        3. Contacts Associated with Accounts
      2. Working with Contacts
        1. Required Fields for Contacts
        2. Additional Fields for Contact Records
      3. General Information for Either Accounts or Contacts
        1. Account and Contact Reports
        2. More Addresses
        3. Activities
        4. Common Closed Activities
        5. Connections
        6. Documents
        7. Audit History
        8. Processes, Workflows, and Dialog Sessions
      4. Summary
    18. Chapter 7. Working with Sales
      1. Flow Interface for Sales
        1. Lead to Opportunity Flow Example
      2. Leads
        1. Working with New Leads
        2. Converting Leads
      3. Opportunities
        1. Creating a New Opportunity
        2. Adding Products to an Opportunity
        3. Closing Opportunities
      4. Competitors
      5. Products
      6. Quotes, Orders, and Invoices
        1. Working with Quotes
        2. Draft Status
        3. Working with Orders
        4. Working with Invoices
      7. Goals, Goal Metrics, and Rollup Queries
        1. Defining Goal Metrics
        2. Creating a New Goal
        3. Setting Goal Criteria
      8. Summary
    19. Chapter 8. Working with Marketing
      1. Marketing Lists
        1. Using Lookup to Add Members
        2. Using Advanced Find to Add Members
        3. Using Advanced Find to Remove Members
        4. Using Advanced Find to Evaluate Members
        5. Other Marketing List Features
      2. Campaigns
        1. Working with New Campaigns and Campaign Templates
        2. Adding Campaign Activities
        3. Campaign Responses
      3. Sales Literature
      4. Quick Campaigns
        1. Creating a Quick Campaign
        2. Finding the Status of a Quick Campaign
      5. Summary
    20. Chapter 9. Microsoft Dynamics Marketing
      1. Key Features of MDM
      2. MDM Setup
        1. Turn On Full-Text
        2. Double Opt-in for Emails
        3. SMS Marketing Information
        4. Standardized KPIs for SMS
      3. MDM Navigation
        1. Home
        2. Main Areas of the MDM Application
      4. Dynamics Marketing/CRM Integration
        1. Connector Requirements
        2. Connector Setup
        3. CRM Online Configurations
        4. CRM On-Premises Configurations
      5. Summary
    21. Chapter 10. Working with Service
      1. Understanding Service and Service Activities
      2. Services
        1. Service Calendar
        2. Service Activity
        3. Managing Users’ Working Time
        4. Appointments
      3. Cases
        1. Add Related Activities
        2. Delete Case
        3. Resolve Case
        4. Cancel Case
        5. Reports
      4. Articles
        1. Subjects
        2. Submitting an Article
        3. Approving an Article
        4. Rejecting an Article
        5. Reports
        6. Articles Security
      5. Contracts
      6. Service Management
        1. Case Settings with Record Creation and Update Rules
        2. Service Terms
        3. Knowledge Base Management
        4. Templates
        5. Service Scheduling
      7. Enhanced Case SLAs
      8. Summary
    22. Chapter 11. The Interactive Service Hub
      1. Using the Interactive Service Hub
        1. Navigation
        2. Filters
        3. Recent Views and Records
        4. Quick Search
        5. Quick Create
        6. Streams
        7. Customers
        8. Cases
        9. Knowledge Articles
      2. Configurations and Customizations
        1. Main—Interactive Experience Form
        2. Card Form
        3. Fields
        4. Dashboards
        5. Entity Dashboards
      3. Summary
    23. Chapter 12. Parature
      1. Overview of Parature
        1. Service Desk
        2. Support Center
      2. Contact Management
      3. Service Level Agreements (SLAs)
      4. Knowledge Base Management
        1. Download
        2. Product
        3. Chat
        4. Ticket
      5. Summary
    24. Chapter 13. The Unified Service Desk (USD)
      1. Requirements
        1. Server Setup
        2. Client Setup and Configuration
      2. Configurations and Customizations
        1. Hosted Controls
        2. Toolbars
        3. Action Calls
        4. Events
        5. Entity Searches
        6. Window Navigation Rules
        7. Session Lines
        8. Agent Scripts
        9. Scriptlets
        10. Forms
        11. Options
        12. User Settings
        13. Customization File
        14. Configuration
        15. Audit & Diagnostics Settings
      3. Troubleshooting
      4. Advanced Customizations
        1. USD Custom Panel Layout
      5. Summary
    25. Chapter 14. Microsoft Dynamics Social Engagement
      1. Using Microsoft Dynamics Social Engagement
        1. Pricing
      2. Configuration
        1. Setting Solution Defaults
        2. Adding Users and Assigning Roles
        3. Creating Search Topics to Gather Data
      3. Customizations
        1. Connections
        2. Automation Rules
      4. Analytics
      5. Social Center
        1. Publish Pane
      6. Activity Maps
      7. Message Center
      8. Connecting with Dynamics CRM
        1. Social Insights Controls for CRM Entity Forms
        2. Social Insights Controls for a CRM Dashboards
      9. Summary
    26. Chapter 15. Yammer
      1. Yammer Basics
      2. Yammer and Dynamics CRM 2016
        1. Integrating Yammer with Dynamics CRM
        2. Removing Yammer
        3. Optimizing Yammer Integration with Dynamics CRM 2016
        4. Working with Yammer in Dynamics CRM 2016
      3. Yammer Features
        1. Polls
        2. Praise
        3. Announcements
        4. Post Actions
        5. Chat
      4. Yammer Settings
        1. Profile
        2. Org Chart
        3. Networks
        4. Account Activity
        5. My Applications
        6. Notifications
        7. Preferences
      5. Summary
    27. Chapter 16. Reporting and Dashboards
      1. Reporting
        1. Report Filters
        2. Categories
        3. Administration
        4. Report Wizard
        5. Scheduling Reports
        6. Exporting Reports
        7. Advanced Features
      2. Fetch-based Reports
        1. Requirements
        2. Left Outer Joins
      3. Charts and Dashboards
        1. Working with Charts
        2. Visualizations
        3. Dashboards
      4. Introduction to SSRS
      5. Custom Reports
        1. When Are Custom Reports Recommended?
        2. Installing CRM 2016 Report Authoring Extension
        3. Building Custom Reports with SSRS
        4. Developing and Testing Reports in Visual Studio
        5. Filtered Views
        6. Deployment
        7. Report Parameters
      6. Building Custom Reports with ASP.NET
        1. Custom Reports with ASP.NET Deployment
      7. Summary
    28. Chapter 17. Settings
      1. Components of a Good Implementation
      2. Business Management
        1. Fiscal Year Settings
        2. Goal Metrics
        3. Business Closures
        4. Facilities/Equipment
        5. Queues
        6. Resource Groups
        7. Sales Territories
        8. Services
        9. Sites
        10. Subjects
        11. Currencies
        12. Connection Roles
        13. Relationship Roles
        14. Templates
        15. Product Catalog
        16. Service Management
        17. Customization
      3. System Administration
        1. Administration
        2. Security
        3. Other Settings Navigation Options
      4. Process Center
      5. Summary
    29. Chapter 18. Mobility
      1. New Features
      2. Tablets
        1. Windows 10 Installation
        2. Customizing Options and Features
        3. Form Fields
        4. Entities Enabled for the Dynamics CRM for Tablets App
        5. Sales Dashboard
        6. Navigation Bar
        7. Command Bar
        8. Simple Lists
        9. Stakeholders and Sales Team Lists
        10. Business Process Flows
        11. Multi-Entity Quick Find/Search
        12. Offline Access/Usage
        13. Auto-Save
        14. Images
        15. Server-Side Extensibility
      3. Mobile Phones
        1. Dynamics CRM for Phones Apps
        2. Dynamics CRM on a Phone’s Web Browser
        3. Required Privileges
        4. Enabling Entities for the Dynamics CRM for Phones App
        5. Customization and Features
        6. Installing and Using the Dynamics CRM for Phones App
      4. Visual Controls
      5. Summary
    30. Chapter 19. Outlook Configuration
      1. Browser/Web Client
      2. Microsoft Dynamics CRM 2016 for Outlook
        1. Requirements
        2. Client Setup
        3. Client Installation
        4. Client Configuration
        5. Client Troubleshooting
      3. Advanced Configuration
      4. Using the CRM Outlook Client
        1. Tracking Emails
        2. Set Regarding
        3. Convert To
        4. Add Connection
        5. View in CRM
        6. Outlook CRM Views
      5. Previous Version Compatibility
      6. CRM App for Outlook
      7. Summary
    31. Chapter 20. Email Configuration
      1. Server-Side Synchronization
        1. Configuring Server-Side Synchronization
        2. Migrating Email Router Data
        3. Microsoft Dynamics CRM for Outlook
        4. Email Router
      2. Configuring the Email Services
        1. Installing the Email Router and the Rule Deployment Wizard
        2. Installing the Email Router on Multiple Computers
        3. Email Router Configuration Manager and Configuration Profiles
        4. Authentication Types
        5. Access Credentials
        6. Configuring Email Routing for Multiple Configurations and Deployments
      3. Configuring the CRM Email Router
        1. Creating the Incoming Profile
        2. Deployments
        3. User, Queues, and Forward Mailboxes
        4. Forward Mailboxes
        5. Tracking Incoming Emails
        6. Queues
      4. Rule Deployment Wizard
        1. Creating a Rule Manually
      5. Summary
    32. Chapter 21. Office Integration
      1. Microsoft Word Integration
        1. Creating a Word Document Template
        2. Uploading the Word Document Template
        3. Using the Word Document Template
        4. Advanced Word Templates
        5. Personal and System Templates
      2. Microsoft Excel Integration
        1. Creating an Excel Document Template
        2. Uploading the Excel Document Template
        3. Using the Excel Document Templates
        4. System Templates
      3. Microsoft OneNote Integration
        1. Enabling OneNote Integration
        2. Using OneNote with Dynamics CRM
      4. Microsoft OneDrive Integration
        1. Enabling OneDrive Integration
        2. Using OneDrive with Dynamics CRM
      5. Microsoft Delve Integration
        1. Enabling Delve Integration
        2. Configuring Delve with Dynamics CRM
        3. Using Delve with Dynamics CRM
      6. Summary
    33. Chapter 22. Customizing Entities
      1. Customization Principles
      2. The Dynamics CRM Entity Model
        1. Fields
        2. Calculated Fields
        3. Rollup Fields
        4. Keys
        5. Relationships
        6. Messages
      3. Basic Customizations
        1. Form Customizations
        2. View Customizations
        3. Publishing Customizations
        4. Preparing Client Customizations
      4. Menu and Command Bar Customizations
        1. Site Map
        2. ISV Config
        3. The Command Bar
      5. JavaScript Events
        1. Event-Handling Tips and Tricks
        2. Tips and Tricks When Working with Events
        3. Calculated Fields
      6. Business Rules
        1. Showing Error Messages
        2. Setting a Field Value
        3. Making a Field Required
        4. Setting Visibility
        5. Setting Default Values
        6. Locking or Unlocking a Field
      7. Exporting and Importing Entity Customizations
      8. Solution Concepts
        1. Working with Custom Solutions
        2. Adding Required Components
        3. Showing Dependencies
        4. Managed Properties
        5. Plug-ins
      9. Best Practices When Working with Solutions
        1. Solution Enhancements
        2. Exporting Solutions
        3. Importing Solutions
        4. Removing Solutions
        5. Cloning a Patch
        6. Cloning Solutions
        7. Patching Solutions
        8. Working with Multiple Solutions
        9. Entity Forms Security
        10. Migrating Customizations from Previous Versions
      10. Third-Party and Marketplace Solutions
        1. For ISVs
        2. For Customers
      11. Developer Resources
        1. Configuration Migration
        2. Package Deployer
      12. Themes
      13. Working with the SDK
      14. Summary
    34. Chapter 23. Web Services
      1. Web Services Fundamentals
        1. Windows Communication Foundation
        2. Representational State Transfer
        3. JavaScript Object Notation
        4. Open Data Services
        5. Discovery Web Service
        6. Organization Service
      2. Early Binding
        1. Regular Operations for Early Binding
        2. Metadata
      3. Examples of Web Services
        1. JavaScript
        2. Modern SOAP Endpoints
        3. ExecuteMultipleRequest
      4. Web API
        1. OAuth
        2. Creating Records
        3. Retrieving Records
        4. Updating Records
        5. Deleting Records
        6. Other Operations
      5. Summary
    35. Chapter 24. Azure Extensions
      1. Introduction to Azure
      2. Service Bus Configurations
        1. Creating a Windows Azure Service Bus Account with a Subscription
        2. Getting the CRM 2016 Online Certificate
        3. Registering a Service Bus Endpoint
        4. Creating a Listener Application
        5. Updating Variables for the Main Method
      3. Azure-Hosted Dynamics CRM
      4. Azure ExpressRoute
      5. Summary
    36. Chapter 25. Plug-ins
      1. Plug-ins
        1. Isolation
        2. Modes
        3. Stages
      2. Deployment Types
        1. When to Use a Plug-in
      3. Plug-in Development
        1. Adding References
      4. Plug-in Deployment
        1. Integrating the Plug-in Registration Tool with Visual Studio 2015
        2. Registering a Plug-in
        3. Unregister a Plug-in
      5. Plug-in Debugging
        1. Attaching the Debugger to the Host Process
        2. Plug-in Profiler
      6. Plug-in Samples
      7. Plug-in Distribution
      8. Summary
    37. Chapter 26. Process Development
      1. Actions
        1. When to Use Actions
        2. How to Use Actions
      2. Business Process Flows
        1. Enabling an Entity for BPF
        2. Enabling Default BPFs
        3. Designing a BPF
      3. Dialogs
        1. Input Arguments
        2. Variables
        3. Steps
        4. Dialog Activation
        5. Testing the Dialog
      4. Workflows
        1. Asynchronous Workflows
        2. Real-Time (Synchronous) Workflows
        3. Workflow Scope
        4. Task Flows
      5. Creating Workflows in Windows Workflow Foundation with Visual Studio
        1. No-Code Workflows
        2. Custom Workflow Activities
      6. Summary
    38. Chapter 27. SharePoint
      1. SharePoint and Dynamics CRM 2016
      2. Server-to-Server Integration with SharePoint
      3. Client-to-Server Integration with SharePoint
      4. Integration Features
        1. Document Location Option
        2. Record GUID in Folder Name
      5. Extending the Integration
        1. Entities
        2. Configuration Message
        3. Operations in SharePoint
      6. OneNote Integration
      7. Summary
    39. Chapter 28. Forms Authentication
      1. IFD Defined
      2. Claims-Based Authentication
      3. Configuring IFD
        1. SSL Certificates
        2. AD FS 2.0
        3. AD FS 3.0
        4. Configuring AD FS
        5. Configuring Claims-Based Authentication on CRM
        6. Adding Relying Party Trust on AD FS
        7. Configuring the CRM Application for Internet-Facing Deployment
      4. Working with IFD and Multiple Organizations
        1. DNS Server Configuration
        2. Disabling IFD
      5. Summary
    40. Chapter 29. On-Premises Deployments
      1. Hardware and Software Considerations
        1. Server
        2. Windows Server Operating System
        3. Active Directory Modes
        4. Internet Information Services
        5. Database
        6. Microsoft Dynamics CRM Reporting Extensions
        7. SharePoint Integration
        8. Email Router
        9. Exchange Server
        10. POP3/SMTP
        11. Microsoft CRM Client for Browsers
        12. Microsoft CRM Office Client for Outlook
        13. Licensing
      2. Single- Versus Multiple-Server Deployment
        1. Single-Server Deployment
        2. Multiple-Server Deployments
      3. Setting Up SQL Server
      4. Dynamics CRM Setup Process
        1. Microsoft Dynamics CRM Server Setup
        2. Additional Steps
        3. Microsoft Dynamics CRM Clients
        4. Upgrading from Earlier Versions
      5. Setting Up Your Business in Microsoft Dynamics CRM 2016
      6. Summary
    41. Chapter 30. How to Get Support for Your System
      1. Online Support
        1. Basic Subscription Support
        2. Enhanced Support
        3. Professional Direct Support
        4. Premier Support (for Large Accounts Only)
      2. On-Premises Support
        1. Pros and Cons of Manual Updates
        2. Considerations When Installing Updates
      3. Partner Support
      4. Summary
    42. Chapter 31. FantasySalesTeam
      1. Installation
      2. Configuration
        1. Account Types
        2. Users
        3. Game Setup
        4. Final Configurations
        5. Players
        6. Fans
        7. FST TV
        8. Settings
        9. Player Stats
      3. Best Practices
      4. Summary
    43. Chapter 32. Adxstudio Portals
      1. What Does Adxstudio Portals Do?
      2. Deployment of Adxstudio Portals
        1. Adxstudio Portals Installer
        2. Starter Portals
      3. Adxstudio Portals Configuration
        1. Entity Forms
        2. Entity Permissions
        3. Entity Lists
        4. Web Forms
      4. Summary
    44. Chapter 33. FieldOne
      1. FieldOne Overview
      2. FieldOne Sky Installation
      3. FieldOne Sky Configuration
      4. FieldOne Administration
        1. Service Accounts and Billing Accounts
        2. Work Orders
        3. Schedule Board
      5. FieldOne Sky Mobile App
        1. Scheduling Using the FieldOne Sky Mobile App
        2. Customizing the FieldOne Sky Mobile App
      6. Summary
    45. Chapter 34. Voice of the Customer
      1. Voice of the Customer Deployment
      2. Voice of the Customer Configuration
      3. Voice of the Customer Customization
        1. Survey
        2. Survey Responses
        3. Response Outcomes
      4. Voice of the Customer Troubleshooting
      5. Summary
    46. Index
    47. Code Snippets