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Microsoft Dynamics CRM 2016 Customization - Second Edition

Book Description

Use a no-code approach to create powerful business solutions using Dynamics CRM 2016

About This Book

  • Latest guide on customizing your system using various features in Dynamics CRM 2016;

  • Highly practical, example-rich guide that gives you power to bend Dynamics CRM to maximize profits in your organization;

  • A no-code guide that is easy to follow for even non-programmers

  • Who This Book Is For

    If you are new to Dynamics CRM or a seasoned user looking to enhance your knowledge of the platform, then this book is for you. It is also for skilled developers who are looking to move to the Microsoft stack to build business solution software

    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

  • Find out 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 the 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

  • In Detail

    Microsoft Dynamics CRM is a Microsoft solution to satisfy the various needs of customer relationship management and is already equipped to be flexible to meet the needs of businesses. With Microsoft Dynamics CRM 2016, many new features were added for social, marketing, sales, and integration with other tools. These features add many dimensions to customization.

    This book will not only showcase how CRM can be customized, but will also be your guide on how the latest advancements in Dynamics CRM 2016 can be used to benefit your business.

    You will learn how to enhance the functionality of Microsoft Dynamics CRM 2016 and use it to serve different businesses of various scales. You will see how to get ready to customize CRM and then quickly move on to grasp the CRM app structure, which will help you customize Dynamics CRM better. You will find out how to customize CRM for sales, service, marketing, and social. We’ll also show you how CRM 2016 can be seamlessly embedded into various productivity tools, and how to customize CRM for machine learning and contextual guidance. Finally, we’ll also cover the latest advancements in CRM’s mobile capabilities and its complete offline support so you can better customize it.

    Style and approach

    Microsoft Dynamics CRM is a Microsoft solution for various needs of customer relationship management and is already equipped to be flexible to some extent as per the needs of the business. With Microsoft Dynamics CRM 2016, many new features for Social, marketing, sales, integration with other tools are added. These features add many dimensions to customization. This book will not only showcase how CRM can be customized but will also be a guide on how latest advancements in Dynamics CRM 2016 can be used for the benefit of your business.

    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. Microsoft Dynamics CRM 2016 Customization Second Edition
      1. Table of Contents
      2. Microsoft Dynamics CRM 2016 Customization Second Edition
      3. Credits
      4. About the Author
      5. About the Reviewer
      6. www.PacktPub.com
        1. eBooks, discount offers, and more
          1. Why subscribe?
          2. 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. Downloading the color images of this book
          2. Errata
          3. Piracy
          4. Questions
      8. 1. Getting Started
        1. Introducing Dynamics CRM
          1. Features of Dynamics CRM
            1. Scalability
            2. Extensibility
            3. Ability to integrate with other systems
            4. Ease of use
        2. Global Data Center Locations for Dynamics CRM Online
        3. Advantages of Choosing Dynamics CRM Online
        4. What do you need to customize Dynamics CRM?
        5. Steps to Setting up an Environment
          1. Opening a free 30-day trial of Dynamics CRM Online
        6. Integrating Dynamics CRM Online with Outlook
          1. Installing Dynamics CRM for Outlook
        7. Configure a domain name for your environment
        8. Integrating with Office 365 E3 trial services
        9. Summary
      9. 2. The Dynamics CRM Application Structure
        1. Dynamics CRM modules
          1. CRM Sales module
            1. CRM Sales module Entities
              1. Shared Entities
              2. Sales specific Entities
                1. The Leads entity
                2. The opportunity Entity
                3. The Quotes Entity
                4. The order Entity
                5. An Invoice Entity
                6. The Competitor Entity
                7. The Product Entity
                8. The Sales Goal Entity
            2. Sales Processes
              1. Lead to Opportunity Sales Process
              2. Opportunity Sales Process
              3. Sales Literature
            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
          2. CRM Service module
            1. Interactive Service Hub
            2. Service Entities
              1. The Case Entity
              2. Contracts Entity
              3. Queues Entity
              4. Services Entity
              5. The Calendar Entity
              6. Goals Management
            3. Service Processes
            4. 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
            5. Service Reports
          3. CRM Marketing Module
            1. Marketing Entities
              1. Marketing Lists
              2. Campaigns
              3. Quick Campaigns
            2. Dynamics CRM Marketing Module Dashboards
              1. Marketing Dashboard
              2. Marketing Social Dashboard
            3. Marketing Reports
        2. Dynamics CRM application elements
          1. Modules
          2. Entities
            1. System Entities
            2. Business Entities
            3. Custom Entities
          3. Processes
            1. Dialogs
            2. Workflows
            3. Actions
            4. Business Process Flows
          4. Dashboards
          5. Reports
        3. The Extensibility options
        4. Application navigation
        5. Summary
      10. 3. Dynamics CRM Customization
        1. Solution Package
        2. Components of Solution
        3. Types of Solution
          1. Unmanaged Solutions
          2. Managed Solutions
          3. Solution Publisher
          4. Solution Layering
          5. The Default Solution
          6. Solution Segmentation
          7. Solution Cloning and Patching
        4. Entity Elements
          1. Renaming an Entity
          2. Change Entity Settings and Properties
            1. Entity Definition
            2. Areas that display this entity
            3. Options for Entity
            4. Primary Field Settings
        5. Business versus Custom Entities
          1. Business Entities
          2. Custom Entities
        6. Extending Entities
        7. Record Images
        8. Entity Forms, Quick View, and Quick Create Forms
          1. The Entity Form
        9. Customizing Forms
          1. Tabs
          2. Sections
          3. iFrames
          4. Sub-grids
          5. Fields
          6. Global Option Sets
          7. Spacers
        10. Entity Views and Charts
          1. Charts
          2. Dashboards
        11. Entity Relationships
          1. One-to-Many (1:N) and Many-to-One (N:1) Relationships
          2. Many-to-Many (N:N) Relationships
        12. Messages
        13. Composite fields
        14. Calculated Fields
        15. Rollup fields
        16. SLAs and the Timer Control
          1. Standard versus Enhanced SLAs
          2. How SLAs are applied
        17. Working with Documents
          1. Client to Server Integration with SharePoint
          2. Server to Server Integration with SharePoint
          3. Configuring the target SharePoint Server
          4. Enable entity Document Management
          5. OneDrive Integration
        18. Office Graph Integration
        19. Geolocation
        20. Summary
      11. 4. Building Better Business Functionality
        1. What are Processes?
        2. Dialogs
          1. Creating a Dialog
          2. Dialog Steps
          3. Managing Dialogs
        3. Workflows
          1. Creating a Workflow
        4. Real-time Workflows
        5. Actions
        6. Quick View and Quick Create Forms
          1. Entity Forms
          2. Quick View Forms
          3. Quick Create Forms
        7. Business Rules
          1. Limitations of Business Rules
        8. Business Process Flows
          1. Creating Business Process Flows
          2. Triggering Workflows on Business Process Flow Stage change
        9. Excel Enhanced Integration
        10. Document Templates
        11. Automated Document Generation Templates
        12. Mobile and Task-based Experience
        13. Dynamics CRM for Outlook
        14. Dynamics CRM App for Outlook
        15. An Enhanced Search Functionality
          1. Searching in a View
          2. Searching Across the entire Organization
          3. Advanced Find
          4. Search using voice on Mobile
        16. Summary
      12. 5. Dynamics CRM – Additional Features
        1. Social Pane
          1. What it is, where it is, and how it works
          2. Social Pane – standard configuration options
          3. Adding Social Pane to custom entities
            1. Customizing the Entity
            2. Configuring Post Configurations
            3. Customizing the form
          4. Creating a custom new Activity Feed Post
        2. Office 365 Features and Integration
        3. OneNote Integration
        4. Interactive Service Hub
        5. Enhanced Knowledge Management
          1. Article Life Cycle
          2. Schedule, Publish, Expire
          3. Article Context Search
        6. Office Delve recommendations
        7. Field Service Capabilities
        8. Adxstudio Portals
        9. Voice of the Customer
        10. Insight by InsideView
          1. Installation and Configuration
            1. Dynamics CRM Online
            2. Dynamics CRM On-Premise
          2. Insight Feature Set
        11. Yammer
          1. Yammer and Hashtags
          2. Other Yammer Features
          3. Yammer and Dynamics CRM
          4. Configure the Integration
          5. Entity Configuration
          6. Additional Configuration
        12. Web API
        13. Microsoft Social Listening Integration
          1. Integrating Social Listening with Dynamics CRM
            1. Dynamics CRM online
            2. Dynamics CRM On-Premise
          2. Application Layout
          3. Targeting Sources
          4. Configuring Analysis
            1. Analytics Summary
              1. Interacting with the social channels
            2. Volume History
            3. Source Summary
            4. Source Share of Voice by Language
          5. Analysis Details
          6. Configuring Alerts
        14. Microsoft Dynamics Marketing Integration
        15. Power BI and Dynamics CRM
        16. Summary
      13. 6. Dynamics CRM Administration
        1. Administration oncepts
        2. The Settings Area
        3. Business Management
        4. Service Management
          1. Case Settings with Record Creation and Update Rules
          2. Service Terms
          3. Knowledge Base Management
        5. Templates
          1. Entitlement Templates
            1. Service Scheduling
        6. Product Catalog
        7. Administration
        8. Security
        9. Data Management
          1. Working with Data
          2. Data Loader Service
          3. Configuring the Data Loader Service
        10. Monitoring System Jobs
        11. Document Management
        12. Auditing
        13. E-mail configuration
        14. Configuring Activity Feeds
          1. Activity Feeds Configuration
          2. Activity Feeds Rules
        15. CRM App for Outlook
        16. Process Center
          1. Dynamics Marketplace
          2. Customization Principles
          3. Solutions
        17. Working with Business Units
        18. Defining Security Roles
        19. Managing Users and Teams
          1. Creating a new User
        20. Mobile Experience
        21. Cortana for CRM
        22. Summary
      14. Index