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Microsoft Dynamics CRM Customization Essentials

Book Description

Use a no-code approach to create powerful business solutions using Dynamics CRM 2015

In Detail

Dynamics CRM is Microsoft's answer to customer relationship management. The platform's flexibility allows system customizers to enhance its functionality to map any kind of business and scale to any size.

Through this practical guide, you will develop a vital and holistic understanding of the key features of Dynamics CRM. You will work with entities within the existing modules, learn how to customize and extend entities, and explore how to create logical relationships between them. You will also look at business rules and business process flows and learn how to use these features to enforce and visually enhance user experience. Furthermore, you will customize business entities without using code and cover the new features in Dynamics CRM. By the end of the book, you will have acquired new marketable skills in developing software for businesses running Dynamics CRM.

What You Will Learn

  • Configure Outlook to integrate with your Dynamics CRM Online instance
  • Manage the existing application structure by understanding how to extend and/or modify the modules and update the navigation
  • Learn how to use different entity views in order to get a 360-degree view of customer data
  • Map modern business processes to the platform to enhance user experience
  • Use different Dynamics CRM processes such as dialogs, workflows, actions, and business process workflows
  • Use internal and external social data to enhance the user's ability to make the right decisions
  • Dive into generic administration options such as managing configuration and customization to become a power user
  • 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 files e-mailed directly to you.

    Table of Contents

    1. Microsoft Dynamics CRM Customization Essentials
      1. Table of Contents
      2. Microsoft Dynamics CRM Customization Essentials
      3. Credits
      4. About the Author
      5. About the Reviewers
      6. www.PacktPub.com
        1. Support files, eBooks, discount offers, and more
          1. Why subscribe?
          2. Free access for Packt account holders
          3. Instant updates on new Packt books
      7. 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. Errata
          2. Piracy
          3. Questions
      8. 1. Getting Started
        1. Dynamics CRM
          1. Deployment options
          2. Scalability
          3. Extensibility
          4. Ability to integrate with other systems
          5. Ease of use
        2. Prerequisites to customize Dynamics CRM
        3. Setting up Dynamics CRM
        4. Opening a free 30-day trial of Dynamics CRM Online
        5. Integrating Dynamics CRM Online with Outlook
          1. Installing CRM for Outlook
        6. Summary
      9. 2. Dynamics CRM Application Structure
        1. Dynamics CRM core elements
          1. Modules
          2. Entities
            1. System entities
            2. Business entities
            3. Custom entities
        2. The Dynamics CRM modules
          1. Shared entities
            1. Account
            2. Contact
            3. Activity
              1. Appointment
              2. E-mail
              3. Fax
              4. Letter
              5. Phone call
              6. Task
            4. Address
            5. User
            6. Connection role
          2. Sales module
            1. Sales entities
              1. Sales-specific entities
                1. Leads
                2. Opportunities
                3. Quotes
                4. Orders
                5. Invoice
                6. Competitor
                7. Products
                8. Sales goals
            2. Sales processes
              1. Lead to opportunity sales process
              2. Opportunity sales process
            3. The sales dashboards
              1. Sales activity dashboard
              2. Sales activity social dashboard
              3. Sales dashboard
              4. Sales performance dashboard
            4. Sales reports
            5. Marketing features
          3. Service
            1. Service entities
              1. Cases
              2. Contracts
              3. Articles (knowledge base)
              4. Queues
              5. Services
              6. Calendar entity
              7. Goals management
            2. Service processes
            3. Service dashboards
              1. Customer service representative social dashboard
              2. Customer service representative dashboard
              3. Customer service performance dashboard
              4. Customer service operations dashboard
              5. Customer service manager dashboard
            4. Service reports
          4. Marketing
            1. Marketing entities
              1. Marketing lists
              2. Quick campaigns
              3. Campaigns
              4. Quick campaigns versus campaigns
            2. Dynamics CRM marketing module dashboards
              1. Marketing dashboard
              2. Marketing social dashboard
            3. Marketing reports
            4. Other core functionalities
          5. Processes
            1. Dialogs
            2. Workflows
            3. Actions
            4. Business process workflows
          6. Dashboards
          7. Reports
        3. Extensibility options
        4. Application navigation
        5. Summary
      10. 3. Customizing Entities
        1. Solutions
          1. Types of solutions
            1. Unmanaged solutions
            2. Managed solutions
          2. Solution properties
          3. Solution layering
          4. The default solution
        2. Entity elements
          1. Renaming an entity
          2. Changing entity settings and properties
            1. Entity definition
            2. Areas that display this entity
            3. Options for entity
            4. Primary field settings
        3. Business versus custom entities
          1. Business entities
          2. Custom entities
        4. Extending entities
        5. Entity forms
          1. Form types
          2. The main form
          3. A mobile form
          4. The quick create form
          5. The quick view form
        6. Customizing forms
          1. Tabs
          2. Sections
          3. iframes
          4. Sub-grids
          5. Fields
          6. Spacers
        7. Entity relationships
          1. One-to-many (1:N) and many-to-one (N:1) relationships
          2. Many-to-many (N:N) relationships
        8. Entity views and charts
          1. Charts
          2. Dashboards
        9. Messages
        10. Business rules
          1. Conditions
          2. Actions
        11. Summary
      11. 4. Business Processes
        1. Processes
        2. Dialogs
        3. Workflows
        4. Real-time workflows
        5. Actions
        6. Business rules
          1. Limitations of business rules
        7. Business process flows
          1. Creating business process flows
          2. Triggering workflows on business process flow stage changes
        8. Summary
      12. 5. Social Features in Microsoft Dynamics CRM
        1. Social Pane
          1. Social Pane – standard configuration options
          2. Social Pane – extended customization options
          3. Hiding a tab
          4. Adding the Social Pane to custom entities
            1. Customizing the entity
            2. Configuring the post configuration
            3. Customizing the form
          5. Creating a custom new activity feed post
        2. Microsoft Social Listening
          1. Integrating social listening with Dynamics CRM
            1. Dynamics CRM Online
            2. Dynamics CRM On-Premise
          2. The application layout
          3. Targeting sources
          4. Configuring the analysis
            1. The analytics summary
              1. Interacting with social channels
            2. Volume history
            3. Sources summary
            4. Sources share of voice by language
          5. Details of the analysis
          6. Configuring alerts
        3. Microsoft Dynamics CRM Insight by InsideView
          1. Installation and configuration
            1. Installing in Dynamics CRM Online
            2. Installing in Dynamics CRM On-Premise
          2. Insights feature set
        4. Yammer
          1. Yammer and hashtags
          2. Other Yammer features
          3. Yammer and Dynamics CRM
          4. Configuring the integration
          5. Entity configuration
          6. Additional configuration
        5. Summary
      13. 6. Dynamics CRM Administration
        1. The concepts of Dynamics CRM administration
        2. The SETTINGS area
        3. Business management
        4. Service management
          1. Case settings
          2. Service Terms
          3. Templates
            1. Service scheduling
        5. Templates
        6. Product catalog
        7. Administration
        8. Security
        9. Data Management
        10. Monitoring system jobs
        11. Document Management
        12. Auditing
        13. Email configuration
        14. Configuring activity feeds
          1. Activity feeds configuration
          2. Activity feeds rules
        15. Process center
        16. The customization area
          1. Dynamics marketplace
          2. Customization
          3. Solutions
        17. Summary
      14. Index