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Index
Title Page
Copyright
Mastering Microsoft Dynamics CRM 2016
Credits
About the Author
Acknowledgment
About the Reviewer
www.PacktPub.com
Why subscribe?
Customer Feedback
Preface
What this book covers
What you need for this book
Who this book is for
Conventions
Reader feedback
Customer support
Downloading the example code
Errata
Piracy
Questions
History of Dynamics CRM
Microsoft Dynamics CRM 2016 overview
Sales module
Sales life cycle
Marketing
Marketing life cycle
Marketing list
Campaigns
Working with Campaigns in Dynamics 365
Planning activities
The response to a campaign
Quick Campaigns
Campaigns versus Quick Campaigns
Service
Service life cycle
Activities
Case
Entitlements
SLAs
Contracts
Knowledge Base
The XRM framework
Analytics with CRM
Word templates
Excel templates
Workflow development
Types of workflows
Client-side enhancements in Microsoft Dynamics CRM 2016
Form scripts
Web resources
Enhancements for mobile
Entity forms for mobile and tablet
The Microsoft Dynamics CRM app for Android
Visual controls
Plugin development
Business Process Flows and Business Rules
New features in Microsoft Dynamics CRM 2016
Customer field type
Solutions improvements for entity assets
Feedback and Rating
The Relevance Search functionality
Summary
Working with Sales
The stages of the sales process
Entities in Dynamics CRM
Case studies
Scenario 1
Scenario 2
Scenario 3
Summary
Working with Services
Entities in the Service module
The Interactive Service Hub
Interactive Service Hub requirements
Case studies
Scenario 1 - The configuration of the Service Hub
A walkthrough of the Interactive Service Hub
The TIMELINE tab
The RELATED tab
The activities performed in a case
Scenario 2
Scenario 3
Summary
Working with Marketing
Contents of the Marketing module
The structure of the Marketing module
Marketing list
Creating a marketing list
Campaigns
Quick campaigns
Scenario 1
Scenario 2
Scenario 3
A note on Microsoft Dynamics Marketing
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 do?
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
Analytics with CRM
Word templates
Scenario
Creating a Word template
An alternative way of creating the template
Types of controls
Uploading the template to Dynamics CRM
Excel templates
Customizing data present in the document
Uploading the template
Configuring the security roles in templates
Summary
Workflow Development with Dynamics CRM
Types of workflow
Scenario walkthrough
Scenario 1
Scenario 2
Scenario 3
Scenario 4
Further exercises
Summary
Client-Side Scripting
Scenario 1
Resolving the scenario
Source code
Microsoft Dynamics 365 Web API
Authentication with the Web API
Scenario 2
Why use Web API?
Event handlers
Scenario 3
Retrieving metadata using the Web API
Scenario 4
Summary
Enhancements for Mobile
Microsoft Dynamics CRM 2016 mobile application requirements
Microsoft Dynamics CRM 2016 tablet application requirements
Microsoft Dynamics CRM 2016 tablet web browser support
Scenario 1
Scenario 2
Visual controls in Microsoft Dynamics CRM 2016
A scenario for visual controls
Configuring the timeline control
Configuring the Pen Control
Summary
Plugin Development with Dynamics CRM
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
Business Process Flows and Business Rules
Key components
Key changes
Creating a business rule
Scenario walkthrough
Scenario
Business Process Flows
Attributes
Creating a Business Process Flow
Scenario walkthrough
Scenario
Summary
New Features in CRM 2016
Scenario 1 – using customer field types
Scenario 2 – working with solutions
Scenario 3 – feedback
Scenario 4 – configuring relevance search
Summary
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