Implementing Microsoft Dynamics 365 Customer Engagement by Mahender Pal -- Read -- Imperial Library of Trantor

Index

Title Page Copyright and Credits

Implementing Microsoft Dynamics 365 Customer Engagement

Dedication About Packt

Why subscribe?

Contributors

About the author About the reviewers Packt is searching for authors like you

Preface

Who this book is for What this book covers To get the most out of this book

Download the example code files Conventions used

Get in touch

Reviews

Introduction to Dynamics 365 CE

Technical requirements Introduction to Dynamics 365 Introduction to Dynamics 365 apps

Sales Marketing Customer Service Field Service Project Service Finance and Supply Chain Management Talent Retail

Introduction to Dynamics 365 CE

Dynamics 365 CE features

UI enhancement Custom apps Inbuilt Sitemap Designer Editable grids Business process flow enhancement MultiSelect Option Set Dynamics 365 app for Outlook Dynamics 365 app for phone Virtual entities Relevance Search

Understanding deployment options

Cloud On-premise Hybrid deployment

Dynamics 365 CE clients

Web client Unified Interface client Mobile client Dynamics 365 CE for Outlook

Dynamics 365 CE app for Outlook

USD client Custom client

Understanding subscription options Setting up a Dynamics 365 online trial Summary

Implementation Methodology

Understanding project management Understanding project management methodologies

The Waterfall methodology The Spiral methodology The Agile methodology The Scrum methodology

Product backlog Sprint planning Daily standup Sprint review Backlog refinement

RAD

Requirement planning Developing a prototype Testing Release

Microsoft Sure Step

Microsoft Sure Step – projects Microsoft Sure Step – phases

Kanban Feature Driven Development DevOps

Choosing a methodology for Dynamics 365 CE Summary

Requirement Gathering and Analysis

Technical requirements Understanding requirements

Business requirements Functional requirements Non-functional requirements

Requirement gathering and analysis

Requirement gathering

Interview

Open-ended questions Closed-ended questions

Questionnaire

Open-ended questionnaire Closed-ended questionnaire

Workshops Brainstorming Prototype

Analysis

Analyzing documentation Analyzing existing application Fit-Gap analysis

Fit-Gap analysis for Dynamics 365 CE

Out-of-the-box features – Fit-Gap analysis Configuring Fit-Gap analysis Customizing Fit-Gap analysis Extending Dynamics 365 CE – Fit-Gap analysis ISV solution – Fit-Gap analysis

Preparing a project plan

Defining the project scope

Project objectives Project requirements Acceptance criteria Exclusions Phases Project activities Respective teams Project cost Schedule Assumptions Risks

Identifying roles and responsibilities Details schedule Identifying milestones

Summary

Preparing Functional and Technical Design Documents

Technical requirements Understanding functional and technical design

Functional design documents Technical design documents

Preparing an FDD

Introduction

Document purpose Project details Target audience Terminology Assumptions Risks

Dynamics 365 CE setup and configuration

Administration settings System settings Data management settings Business unit hierarchy Field-level security profiles Security roles ER diagram

Dynamics 365 CE entity design

Customer Contact Auto service Auto service line Case Vehicle Manufacturer Model Year User reports

Preparing a TDD

Introduction Proposed technical design

Infrastructure architecture Solution architecture

Users User interface Application layer Integration layer

Integration architecture Application architecture

Development environment and release strategy Data migration Dynamics 365 CE extensions

Scripting Plugins Workflow tasks

Summary

Configuring Your Dynamics 365 CE Organization

Technical requirements Understanding Dynamics 365 CE configuration Configuring personal settings options

General Synchronization Activities Formats Email Templates Email Signatures Email Privacy Languages

Configuring administration settings

Announcements Auto-Numbering System Settings

General

Enable Auto-Save Set the full-name format Set whether reassigned records are shared with the original owner Set custom Help URL Use the new Unified Interface only (recommended) Timeout settings Enable embedding of certain legacy dialogs in a Unified Interface browser client

Auditing Email Marketing Customization Outlook Reporting Calendar Goal Sales Service Synchronization Mobile Client Previews Language Subscription Management System Notification Resources In Use Yammer Virtual Entity Data Sources

Configuring business management settings

Fiscal Year Settings Business Closures Queues Sales Territories Sites Currencies Relationship Roles Rollup Queries Goal Metrics Facilities/Equipment Resource Groups Services Subjects Connection roles Automatic Record Creation and Update Rule

Configuring service management settings

Routing Rules Sets SLAs Entitlement

Configuring data management settings

Duplicate Detection Settings Duplicate Detection Rules Duplicate Detection Job Bulk Record Deletion Data Import Options

Data Maps Templates for Data Import Import Sample Data

Configuring document management settings

Document Management Settings SharePoint Document Locations SharePoint Sites OneNote Integration OneDrive for Business

Setting up email configuration

Email Server Profile Mailboxes Migrate Email Router Data Email Configuration Settings Server-Side Synchronization Monitoring

Summary

Customizing Dynamics 365 CE

Technical requirements Understanding Dynamics 365 CE customization Understanding solutions

Publisher Version Import Export

Unmanaged solutions Managed solutions

Working with entities

System entities Custom entities

Creating a custom entity

Communication and Collaboration Data services Auditing Outlook and mobile Help Setting up a primary field

Understanding entity attributes

Single Line of Text Multiple Lines of Text Option Set Multiple Option Set Two Options Image Whole Number Floating Point Number Decimal Number Currency Date and Time Lookup Customer Understanding field types

Understanding form types

Main forms Quick view forms Quick create forms Card forms

Customizing the entity view

Setting up security options

Users Teams Security role

Privileges Access levels

Business units Field security profiles Hierarchy Security Positions Access team templates

Changing navigation Customizing dashboards and charts

Dashboards

System dashboards Personal dashboards

Chart customization

System charts Personal charts

Summary

Extending Dynamics 365 CE

Technical requirements Extendibility architecture

The presentation layer

Client-side extensions Business entity component Command and ribbon buttons Web resources Business intelligence extensions Custom applications

The platform layer

Dynamics 365 CE web services

The Web API The Organization service The Discovery service

Plugin assemblies Custom workflow assemblies Business entities

The database layer

Configuration database Organization database

Implementing client-side logic

executionContext

Using an event handler Using an event handler in code

formContext

data

attributes entity process

Control formSelector navigation process quickForms tabs

gridContext Xrm Understanding client-side events

Entity form events

OnLoad OnSave

Entity field events

OnChange PreSearch

Grid events Tab events IFrame events Knowledge base search control events Process flow events

Creating web resources Working with the Web API

Implementing server-side logic

Using the Organization service

Retrieve RetrieveMultiple

QueryByAttribute QueryExpression

Create Update Delete Execute

Implementing custom logic using plugins

Writing a sample plugin Deploying plugin code

Debugging plugin code Summary

Integrating Dynamics 365 CE with Other Applications

Technical requirements Dynamics 365 CE integration options

On-demand data integration Batch processing

Using the Dynamics 365 CE SDK

Creating a console application to import data

Integrating Dynamics 365 CE with Power Automate Integrating Dynamics 365 CE with PowerApps Summary

Business Intelligence and Reporting

Technical requirements Dynamics 365 CE BI capabilities

Excel reporting FetchXML reporting SQL reports Power BI reports

Using Report Wizard Writing a custom report in Visual Studio Deploying a report

Adding grouping to a report Adding a filter to a report

Adding pre-filtering support Adding a parameter to a report

Writing Power BI reports

Deploying a Power BI report to Dynamics 365 CE

Summary

Testing and User Training Planning

Technical requirements Preparing a test plan

What is a test plan? How to write a test plan

Introduction Testing approach Test deliverables Risk

Conducting manual testing

Analyzing requirements review Writing test cases Conducting test cases Logging bugs Retesting defects

Conducting automated testing

Scoping automated testing Selecting the correct tool

EasyRepro FakeXrmEasy.365 xrm-ci-framework Moq

Preparing for testing Executing test scripts Reporting

Conducting UAT

Why UAT is important

Preparing an end user training plan

Why we need end user training Benefits of end user training Conducting end user training Dynamics 365 CE training references

Dynamics 365 CE SDK Dynamics Learning Portal Microsoft Training Partners

Summary

Migration and Upgrade

Technical requirements Upgrading to Dynamics 365 CE

Dynamics 365 CE upgrade activities

Preparing an assessment report

Backing up your environment Cleaning your Dynamics CRM database Reviewing the customization Code review

Upgrading solutions Upgrading code Migrating data Importing data into Dynamics 365 CE

The Dynamics 365 CE import wizard SSIS Integration Toolkit for Microsoft Dynamics 365

Summary

Deployment and Go-Live Support

Technical requirements Deploying Dynamics 365 CE solutions

Manual deployment

Exporting solutions

Automated deployment

SolutionPackager Package Deployer Microsoft Dynamics 365 Developer Toolkit Dynamics 365 Build Tools PowerApps Build Tools for Azure DevOps

Preparing a go-live checklist Configurations required before go-live Post-go-live support Maintaining Dynamics 365 CE

Dynamics 365 CE backups Index maintenance Installing SQL Server updates Installing updates for Dynamics 365 CE

Summary

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