Microsoft Dynamics CRM 2016 Customization - Second Edition

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

Microsoft Dynamics CRM 2016 Customization - Second Edition

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Nicolae Tarla

6 customer reviews
Use a no-code approach to create powerful business solutions using Dynamics CRM 2016
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Book Details

ISBN 139781785881510
Paperback374 pages

Book Description

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.

Table of Contents

Chapter 1: Getting Started
Introducing Dynamics CRM
Global Data Center Locations for Dynamics CRM Online
Advantages of Choosing Dynamics CRM Online
What do you need to customize Dynamics CRM?
Steps to Setting up an Environment
Integrating Dynamics CRM Online with Outlook
Configure a domain name for your environment
Integrating with Office 365 E3 trial services
Summary
Chapter 2: The Dynamics CRM Application Structure
Dynamics CRM modules
Dynamics CRM application elements
The Extensibility options
Application navigation
Summary
Chapter 3: Dynamics CRM Customization
Solution Package
Components of Solution
Types of Solution
Entity Elements
Business versus Custom Entities
Extending Entities
Record Images
Entity Forms, Quick View, and Quick Create Forms
Customizing Forms
Entity Views and Charts
Entity Relationships
Messages
Composite fields
Calculated Fields
Rollup fields
SLAs and the Timer Control
Working with Documents
Office Graph Integration
Geolocation
Summary
Chapter 4: Building Better Business Functionality
What are Processes?
Dialogs
Workflows
Real-time Workflows
Actions
Quick View and Quick Create Forms
Business Rules
Business Process Flows
Excel Enhanced Integration
Document Templates
Automated Document Generation Templates
Mobile and Task-based Experience
Dynamics CRM for Outlook
Dynamics CRM App for Outlook
An Enhanced Search Functionality
Summary
Chapter 5: Dynamics CRM – Additional Features
Social Pane
Office 365 Features and Integration
OneNote Integration
Interactive Service Hub
Enhanced Knowledge Management
Office Delve recommendations
Field Service Capabilities
Adxstudio Portals
Voice of the Customer
Insight by InsideView
Yammer
Web API
Microsoft Social Listening Integration
Microsoft Dynamics Marketing Integration
Power BI and Dynamics CRM
Summary
Chapter 6: Dynamics CRM Administration
Administration Concepts
The Settings Area
Business Management
Service Management
Templates
Product Catalog
Administration
Security
Data Management
Monitoring System Jobs
Document Management
Auditing
E-mail configuration
Configuring Activity Feeds
CRM App for Outlook
Process Center
Working with Business Units
Defining Security Roles
Managing Users and Teams
Mobile Experience
Cortana for CRM
Summary

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

Authors

Table of Contents

Chapter 1: Getting Started
Introducing Dynamics CRM
Global Data Center Locations for Dynamics CRM Online
Advantages of Choosing Dynamics CRM Online
What do you need to customize Dynamics CRM?
Steps to Setting up an Environment
Integrating Dynamics CRM Online with Outlook
Configure a domain name for your environment
Integrating with Office 365 E3 trial services
Summary
Chapter 2: The Dynamics CRM Application Structure
Dynamics CRM modules
Dynamics CRM application elements
The Extensibility options
Application navigation
Summary
Chapter 3: Dynamics CRM Customization
Solution Package
Components of Solution
Types of Solution
Entity Elements
Business versus Custom Entities
Extending Entities
Record Images
Entity Forms, Quick View, and Quick Create Forms
Customizing Forms
Entity Views and Charts
Entity Relationships
Messages
Composite fields
Calculated Fields
Rollup fields
SLAs and the Timer Control
Working with Documents
Office Graph Integration
Geolocation
Summary
Chapter 4: Building Better Business Functionality
What are Processes?
Dialogs
Workflows
Real-time Workflows
Actions
Quick View and Quick Create Forms
Business Rules
Business Process Flows
Excel Enhanced Integration
Document Templates
Automated Document Generation Templates
Mobile and Task-based Experience
Dynamics CRM for Outlook
Dynamics CRM App for Outlook
An Enhanced Search Functionality
Summary
Chapter 5: Dynamics CRM – Additional Features
Social Pane
Office 365 Features and Integration
OneNote Integration
Interactive Service Hub
Enhanced Knowledge Management
Office Delve recommendations
Field Service Capabilities
Adxstudio Portals
Voice of the Customer
Insight by InsideView
Yammer
Web API
Microsoft Social Listening Integration
Microsoft Dynamics Marketing Integration
Power BI and Dynamics CRM
Summary
Chapter 6: Dynamics CRM Administration
Administration Concepts
The Settings Area
Business Management
Service Management
Templates
Product Catalog
Administration
Security
Data Management
Monitoring System Jobs
Document Management
Auditing
E-mail configuration
Configuring Activity Feeds
CRM App for Outlook
Process Center
Working with Business Units
Defining Security Roles
Managing Users and Teams
Mobile Experience
Cortana for CRM
Summary

Book Details

ISBN 139781785881510
Paperback374 pages
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