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2018 | Buch

Dynamics 365 CE Essentials

Administering and Configuring Solutions

insite
SUCHEN

Über dieses Buch

Discover how to set up core Dynamics 365 Customer Engagement functionality and learn how to build more customized processes on top of the standard capabilities. This book starts by showing you how to set up the Dynamics 365 Online system for sales, customer service, marketing, field service, and Outlook integration.
In the second section, you’ll work through UI customizations, process automation and reporting in Dynamics 365 CE. Learn about the App Framework, how to create model-driven apps and how to get started with the Common Data Service for Apps. Leverage Microsoft Flow within Dynamics 365 CE to create loosely coupled business applications using automation from Microsoft and third-party services.
After reading Dynamics 365 CE Essentials, you will have mastered the core functionality available in Dynamics 365 CE and be able to set it up for a number of different scenarios.

What You Will LearnSet up the core standard features of Dynamics 365 CE
Create model-driven apps within Dynamics 365 customized to specific business needs
Customize Dynamics 365 CE and leverage process automation functionality through the UI
Learn about the Common Data Service for Apps

Who This Book Is For

Consultants, business analysts, administrators, and project managers who are looking for more information about Dynamics 365.

Inhaltsverzeichnis

Frontmatter

SETUP

Frontmatter
Chapter 1. Customer Management
Abstract
This chapter will introduce the Accounts and Contacts records and explain why these are so fundamental within Dynamics 365 CE. This introduction will include key things to consider when using these records at the start of implementations and how such records can be customized to suit the needs of the business. It will then move on to email integration options, focusing on installing the latest App for Outlook before moving on to how activities can be utilized and how they are paramount for customer interaction and insight, timeline management, and customizing the timeline. This chapter will set you up with core knowledge about Dynamics 365 CE, allowing you to move forward with confidence into the next chapters.
Sarah Critchley
Chapter 2. Customer Service
Abstract
Dynamics 365 CE includes a Customer Service app that includes a range of functionality designed to give you the core capability to deliver an omni-channel customer-service experience. Omni-channel experiences have progressed from the ability to simply deliver multi-channel experiences, which allow organizations to deliver their messages across more than one channel, such as social media and their website. Omni-channel customer service allows organizations to manage when a customer switches channel , they can retain the context of the customer's enquiry and gives the capability to be able to transfer that from one channel to another seamlessly.
Sarah Critchley
Chapter 3. Sales
Abstract
Managing a sales pipeline can be challenging for organizations. Often, sales people need to have the latest information regarding their customers’ interactions readily available. They need to be able to easily update the system and advance opportunities to the next stage of development, as well as provide accurate quotes and correct product estimates. This is done while providing a great service to potential customers and collaboratively working with their sales team and company to get what they need at the right time in the lifecycle. Sales is not about just pipeline management, but also the setup behind the scenes. The sales lifecycle is enhanced by the setup and use of the product catalog, which allows organizations to manage the products they sell from the front-line sales team and provide an integration point to back-office systems. This chapter will cover a deep dive into the sales lifecycle, what the product catalog is in Dynamics 365 CE and how to set it up.
Sarah Critchley
Chapter 4. Security Model
Abstract
Dynamics 365 CE has a native security model that is based on users having various degrees of layered access to the application. This access is governed primarily using security roles assigned to users that refer to an access level with specific privileges. These privileges specify what a user can do on those records normally relative to the owner of the record and can be influenced by the corresponding business unit they are part of.
Sarah Critchley
Chapter 5. Field Service and Resource Scheduling
Abstract
Dynamics 365 CE includes an extensive field service application that gives organizations the ability to create work orders and schedule resources for those work orders to be completed on site. The field service app provides the capability for asset management, inventory adjustment and management, and scheduling the resources using a detailed, easy-to-use scheduling board. The field service app shares a component, Universal Scheduling, with the project service automation application, also available within Dynamics 365 CE. Universal Scheduling is available to any organization, provided at least one of these apps is licensed, and gives the capability for anything to be scheduled, including custom entities. This increases the available scope within organizations, allowing them to create more-specific workflows around custom components.
Sarah Critchley
Chapter 6. Mobile Application
Abstract
The Unified Interface within Dynamics 365 CE expands its capabilities to give users a seamless experience across desktop and mobile. Seamless is a word often used to describe many things within technology, and in this case it reflects the ability to allow a user to use the same thought process whether using the application on a desktop, laptop, or mobile device. This is important because, as a result of restrictions on the number of fields and sections, forms within Dynamics 365 CE previously had to be designed separately depending on the device being used. This will no longer need to be the case with the Unified Interface, which will load forms optimally depending on the screen size of the application.
Sarah Critchley
Chapter 7. Reporting
Abstract
Dynamics 365 CE can be used by organizations as a system to run any part of their business concerning customer engagement. This can be done through the use of all or a combination of the apps that are available or by using extensions and customizations. Users create new data and updating existing data through the continued use of the application, which creates a large store of transactional data over time. This data provides intelligence to the organization through quantitative and qualitative means. The data can indicate if a company is meeting sales targets and customer service SLAs and can be used to provide insights into trends of how services or products are being used. Data is a large source of potential insight for organizations to help improve their service, maintain their customers, and provide the direction of a company’s future.
Sarah Critchley

CONFIGURATION

Frontmatter
Chapter 8. Processes
Abstract
Processes are a way to implement custom business logic within Dynamics 365 CE. This business logic can include automation and business process flows that are built within the application and that can be achieved often in a drag-and-drop control without the need for external tools or development. Using these tools to customize the system allows organizations to add operational value and provides the opportunity for more implementation of business processes, often reducing large maintenance overheads and the requirement for organizations to have development knowledge.
Sarah Critchley
Chapter 9. UI Customizations
Abstract
This chapter will cover the core UI customizations available within Dynamics 365 CE. Customizing the user interface gives users the capability to modify how data is displayed, which, in turn, influences how they update the information as well. In addition to that, understanding how the records are connected to each other through relationships gives greater understanding of the information held within Dynamics 365 CE, empowering users to get more value out of the system by using reporting and navigational features.
Sarah Critchley
Chapter 10. App Modules
Abstract
App modules within Dynamics 365 CE allow for the encapsulation of a collection of assets into a single application. That application can then be made available for those users with specific security roles at the app level. Using apps to design Dynamics 365 functionality is commonly referred to as model-driven apps or app modules. First-party apps, such as those for sales and customer service, are presented in the same way as custom-built app modules, giving users a consistent experience across Dynamics 365 CE. They give organizations the ability to create focused applications without the need to hide irrelevant items on the sitemap or create a complex security model as we have had to do previously. Having the sitemap, forms, and dashboards reduced to only what the users need to have access to is a focused way of designing an application rather than giving them a large application and going through extensive training. The core application is split into first-party apps covering sales, customer service, marketing, field service, and project service.
Sarah Critchley
Chapter 11. Microsoft Flow
Abstract
Microsoft Flow is a workflow tool that allows for the event-to-action-style automation of processes inside and outside of the Microsoft 365 suite of technologies. It offers external connectors and the capability for custom external connectors to be built to and from other technologies (Figure 11-1). This chapter will review the basics of Microsoft Flow and how to get started.
Sarah Critchley
Chapter 12. Common Data Service for Apps
Abstract
The Common Data Service for Apps acts as a data store and model for Dynamics 365 CE data. Data that is entered through the user interface of the Dynamics 365 CE application automatically gets stored within the Common Data Service for Apps, essentially acting as one database of information. The advantage of this structure is that external data sources can be integrated with the Common Data Service for Apps so that this service can serve business applications of an organization with all the data stored and secured in a single space. The Common Data Service for Apps allows for a centrally controlled area to add and modify the structure (which reflects within the Dynamics 365 CE user interface) and for users to create canvas-driven applications that can utilize the data stored within the Common Data Service for Apps. Users would use Canvas Apps created in the PowerApps designer to link the Common Data Service for Apps database as a data source so the users could retrieve and add new data. Changes in this data are always reflected in model-driven apps created within the app designer in Dynamics 365 without any integration or user intervention, as they are both using the same data store, the Common Data Service for Apps.
Sarah Critchley
Chapter 13. Dynamics 365 for Marketing
Abstract
The standard marketing capability found in previous versions of Dynamics 365 CE could have been considered the least functional area of the platform. It allowed organizations to create marketing lists, create campaigns, including campaign activities, and send bulk emails through quick campaigns. This functionality may have been able to serve businesses marketing requirements a long time ago, but in society today, where marketing has become increasingly digital, requirements have evolved way beyond this functionality to the point that the old marketing features of Dynamics 365 struggle to meet those requirements.
Sarah Critchley
Backmatter
Metadaten
Titel
Dynamics 365 CE Essentials
verfasst von
Sarah Critchley
Copyright-Jahr
2018
Verlag
Apress
Electronic ISBN
978-1-4842-3973-5
Print ISBN
978-1-4842-3972-8
DOI
https://doi.org/10.1007/978-1-4842-3973-5