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Index
Title Page
Copyright and Credits
Mastering Microsoft Dynamics 365 Customer Engagement Second Edition
About Packt
Why subscribe?
Packt.com
Contributors
About the author
About the reviewer
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
Download the color images
Conventions used
Get in touch
Reviews
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface
Working with Sales
The stages of the sales process
Entities in Dynamics 365
Case studies
Scenario 1
Scenario 2
Scenario 3
Summary
Working with Service
Entities in the Service module
The Customer Service Hub
Case studies
Scenario 1 – configuration of the Customer Service Hub
A walkthrough of the Customer Service Hub
The TIMELINE tab
The RELATED tab
Scenario 2
Scenario 3
Summary
Working with Marketing
Contents of the Marketing module
The structure of the Marketing module
The marketing list
Creating a marketing list
Campaigns
Quick campaigns
Scenario 1
Scenario 2
Scenario 3
Summary
Understanding the New Unified User Interface
An overview of Dynamics 365 Hub
Accessing Hubs in Dynamics 365
Adding Sales and the Customer Service Hub in Dynamics 365
Creating a Unified Interface
New UI updates in Unified Interface
Understanding the Sales Hub in Dynamics 365
Understanding the Customer Service Hub
Summary
Section 2: Understanding Customization and App Design
Designing Unified Interface Apps
Scenario
Resolving the scenario
Creating the Vendor custom entity
Product management
Creating the Vendor Management application
Creating applications from existing solutions and site maps
Managing security roles
Creating new views in the Vendor Management application
Showing a default welcome page
Summary
Customization Enhancements in Dynamics 365
New enhancements in Dynamics 365
New attribute type – MultiSelect Option Set
Custom grid controls in Dynamics 365
Scenario 1
Resolving the scenario
Scenario 2
Resolving the scenario
Scenario 3
Resolving the scenario
Scenario 4
Resolving the scenario
Summary
Business Process Flows and Rules in Dynamics 365
Key components
Key changes
Creating a business rule
Scenario walkthrough
Scenario
Business process flows
Attributes
Creating a business process flow
Scenario walkthrough
Scenario
Summary
Section 3: Development Enhancements and Code Improvements in Dynamics 365
Client-Side Scripting
Scenario 1
Resolving the scenario
Source code
Microsoft Dynamics 365 web API
Authenticating with the web API
Scenario 2
Resolving the scenario
Source code
Scenario 3
Retrieving metadata using the web API
Source code
Scenario 4
Resolving the scenario
Source code
Summary
Plugin Development with Dynamics 365
Event execution pipeline
Pipeline stages
Database transaction
Plugin isolation mode
Writing a plugin
Registering a plugin step
Scenario walkthrough
Scenario 1
Scenario 2
Scenario 3
Summary
Working with the XRM Framework
Scenario walkthrough
Adding resources
Creating custom fields
Attributing data types
The Calculated and Rollup fields
What operations can the Rollup fields perform?
What types of formula are allowed on Calculated fields?
Relationships
1:N relationships
N:1 relationships
N:N relationships
Scenario 1
Scenario 2
Entity forms
Entity views
Sample scenarios
Summary
Mobile Enhancements in Dynamics 365
Dynamics 365 mobile application requirements
Dynamics 365 tablet application requirements
Dynamics 365 web browser support for tablet
Scenario
Visual controls in Dynamics 365
Scenario – For visual controls
Scenario – Configuring the timeline control
Scenario – Configuring the Pen Control
Summary
Virtual Entities in Dynamics 365
Scenario demonstrating use of virtual entities
Resolving the scenario
Getting JSON data for the virtual entities
Creating the OData v4 source
Publishing the OData v4 source in Azure
Creating the virtual entity data source
Creating a virtual entity
Creating the Zip Code virtual entity
Currency conversions virtual entity
Limitations of virtual entities
Summary
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365
Working with Dynamics 365 Portals
Overview of Dynamics 365 portal
Configuring the customer service portal
Managing portal pages and setup using the portal content editor
Scenario 1
Scenario 2
Scenario 3
Scenario 4
Scenario 5
Summary
Configuration Enhancements in Dynamics 365
Dynamics 365 theme
Scenario one
Dynamics 365 organization settings
Scenario two
Dynamics 365 personal option settings
Scenario three
Summary
Analytics with Dynamics 365 (Word and Excel Templates)
Word templates
Scenario
Creating a Word template
An alternative way to create a template
Types of controls
Uploading the template to Dynamics 365
Excel templates
Customizing data present in the document
Uploading the template
Configuring the security roles in templates
Summary
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