Cover image for Implementing Microsoft Dynamics 365 Customer Engagement

Implementing Microsoft Dynamics 365 Customer Engagement

Author Mahender Pal
Release Date: 2020/03/01
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Book Description

Gain hands-on experience working with the architecture, implementation, deployment, and data migration of Dynamics 365 Customer Engagement

Key Features

  • Explore different tools to evaluate, implement, and proactively maintain Dynamics 365 for CE
  • Integrate Dynamics 365 CE with applications such as Power BI, PowerApps, and Microsoft Power Automate
  • Design application architecture, explore deployment choices, and perform data migration

Book Description

Microsoft Dynamics 365 for Customer Engagement (CE) is one of the leading customer relationship management (CRM) solutions that help companies to effectively communicate with their customers and allows them to transform their marketing strategies. Complete with detailed explanations of the essential concepts and practical examples, this book will guide you through the entire life cycle of implementing Dynamics 365 CE for your organization or clients, and will help you avoid common pitfalls while increasing efficiency at every stage of the project.

Starting with the foundational concepts, the book will gradually introduce you to Microsoft Dynamics 365 features, plans, and products. You'll learn various implementation strategies and requirement gathering techniques, and then design the application architecture by converting your requirements into technical and functional designs. As you advance, you'll learn how to configure your CRM system to meet your organizational needs, customize Dynamics 365 CE, and extend its capabilities by writing client-side and server-side code. Finally, you'll integrate Dynamics 365 CE with other applications and explore its business intelligence capabilities.

By the end of this Microsoft Dynamics 365 book, you'll have gained an in-depth understanding of all the key components necessary for successful Dynamics 365 CE implementation.

What you will learn

  • Explore the new features of Microsoft Dynamics 365 CE
  • Understand various project management methodologies, such as Agile, Waterfall, and DevOps
  • Customize Dynamics 365 CE to meet your business requirements
  • Integrate Dynamics 365 with other applications, such as PowerApps, Power Automate, and Power BI
  • Convert client requirements into functional designs
  • Extend Dynamics 365 functionality using web resources, custom logic, and client-side and server-side code
  • Discover different techniques for writing and executing test cases
  • Understand various data migration options to import data from legacy systems

Who this book is for

This book is for consultants, project managers, administrators, and solution architects who want to set up Microsoft Dynamics 365 Customer Engagement in their business. Although not necessary, basic knowledge of Dynamics 365 will help you get the most out of this book.

Table of Contents

  1. Title Page
  2. Copyright and Credits
    1. Implementing Microsoft Dynamics 365 Customer Engagement
  3. Dedication
  4. About Packt
    1. Why subscribe?
  5. Contributors
    1. About the author
    2. About the reviewers
    3. Packt is searching for authors like you
  6. Preface
    1. Who this book is for
    2. What this book covers
    3. To get the most out of this book
      1. Download the example code files
      2. Conventions used
    4. Get in touch
      1. Reviews
  7. Introduction to Dynamics 365 CE
    1. Technical requirements
    2. Introduction to Dynamics 365
    3. Introduction to Dynamics 365 apps
      1. Sales 
      2. Marketing
      3. Customer Service
      4. Field Service
      5. Project Service
      6. Finance and Supply Chain Management
      7. Talent
      8. Retail
    4. Introduction to Dynamics 365 CE
      1. Dynamics 365 CE features
        1. UI enhancement
        2. Custom apps
        3. Inbuilt Sitemap Designer
        4. Editable grids
        5. Business process flow enhancement
        6. MultiSelect Option Set
        7. Dynamics 365 app for Outlook 
        8. Dynamics 365 app for phone
        9. Virtual entities
        10. Relevance Search
    5. Understanding deployment options
      1. Cloud
      2. On-premise
      3. Hybrid deployment
    6. Dynamics 365 CE clients
      1. Web client
      2. Unified Interface client
      3. Mobile client
      4. Dynamics 365 CE for Outlook
        1. Dynamics 365 CE app for Outlook
      5. USD client
      6. Custom client
    7. Understanding subscription options
    8. Setting up a Dynamics 365 online trial
    9. Summary
  8. Implementation Methodology
    1. Understanding project management
    2. Understanding project management methodologies
      1. The Waterfall methodology
      2. The Spiral methodology
      3. The Agile methodology
      4. The Scrum methodology
        1. Product backlog
        2. Sprint planning
        3. Daily standup
        4. Sprint review
        5. Backlog refinement
      5. RAD
        1. Requirement planning
        2. Developing a prototype
        3. Testing
        4. Release
      6. Microsoft Sure Step
        1. Microsoft Sure Step – projects 
        2. Microsoft Sure Step – phases
      7. Kanban
      8. Feature Driven Development
      9. DevOps
    3. Choosing a methodology for Dynamics 365 CE
    4. Summary
  9. Requirement Gathering and Analysis
    1. Technical requirements
    2. Understanding requirements
      1. Business requirements
      2. Functional requirements
      3. Non-functional requirements
    3. Requirement gathering and analysis
      1. Requirement gathering
        1. Interview
          1. Open-ended questions
          2. Closed-ended questions
        2. Questionnaire
          1. Open-ended questionnaire
          2. Closed-ended questionnaire
        3. Workshops
        4. Brainstorming
        5. Prototype
      2. Analysis
        1. Analyzing documentation
        2. Analyzing existing application
        3. Fit-Gap analysis
    4. Fit-Gap analysis for Dynamics 365 CE 
      1. Out-of-the-box features – Fit-Gap analysis
      2. Configuring Fit-Gap analysis
      3. Customizing Fit-Gap analysis
      4. Extending Dynamics 365 CE – Fit-Gap analysis
      5. ISV solution – Fit-Gap analysis
    5. Preparing a project plan
      1. Defining the project scope
        1. Project objectives
        2. Project requirements
        3. Acceptance criteria
        4. Exclusions
        5. Phases
        6. Project activities
        7. Respective teams
        8. Project cost
        9. Schedule
        10. Assumptions
        11. Risks
      2. Identifying roles and responsibilities
      3. Details schedule
      4. Identifying milestones
    6. Summary 
  10. Preparing Functional and Technical Design Documents
    1. Technical requirements
    2. Understanding functional and technical design
      1. Functional design documents
      2. Technical design documents 
    3. Preparing an FDD
      1. Introduction
        1. Document purpose
        2. Project details
        3. Target audience
        4. Terminology
        5. Assumptions
        6. Risks
      2. Dynamics 365 CE setup and configuration
        1. Administration settings
        2. System settings
        3. Data management settings
        4. Business unit hierarchy
        5. Field-level security profiles
        6. Security roles
        7. ER diagram
      3. Dynamics 365 CE entity design
        1. Customer
        2. Contact
        3. Auto service
        4. Auto service line
        5. Case
        6. Vehicle
        7. Manufacturer
        8. Model
        9. Year
        10. User reports
    4. Preparing a TDD
      1. Introduction
      2. Proposed technical design
        1. Infrastructure architecture
        2. Solution architecture
          1. Users
          2. User interface
          3. Application layer
          4. Integration layer
        3. Integration architecture
        4. Application architecture
      3. Development environment and release strategy
      4. Data migration
      5. Dynamics 365 CE extensions
        1. Scripting
        2. Plugins
        3. Workflow tasks
    5. Summary
  11. Configuring Your Dynamics 365 CE Organization
    1. Technical requirements
    2. Understanding Dynamics 365 CE configuration
    3. Configuring personal settings options
      1. General
      2. Synchronization
      3. Activities
      4. Formats
      5. Email Templates
      6. Email Signatures
      7. Email
      8. Privacy
      9. Languages
    4. Configuring administration settings
      1. Announcements
      2. Auto-Numbering
      3. System Settings
        1. General
          1. Enable Auto-Save
          2. Set the full-name format
          3. Set whether reassigned records are shared with the original owner
          4. Set custom Help URL
          5. Use the new Unified Interface only (recommended)
          6. Timeout settings
          7. Enable embedding of certain legacy dialogs in a Unified Interface browser client
        2. Auditing
        3. Email
        4. Marketing
        5. Customization
        6. Outlook
        7. Reporting
        8. Calendar
        9. Goal
        10. Sales
        11. Service
        12. Synchronization
        13. Mobile Client
        14. Previews
        15. Language
        16. Subscription Management
        17. System Notification
        18. Resources In Use
        19. Yammer
        20. Virtual Entity Data Sources
    5. Configuring business management settings
      1. Fiscal Year Settings
      2. Business Closures
      3. Queues
      4. Sales Territories
      5. Sites
      6. Currencies
      7. Relationship Roles
      8. Rollup Queries
      9. Goal Metrics
      10. Facilities/Equipment
      11. Resource Groups
      12. Services
      13. Subjects
      14. Connection roles
      15. Automatic Record Creation and Update Rule
    6. Configuring service management settings
      1. Routing Rules Sets
      2. SLAs
      3. Entitlement
    7. Configuring data management settings
      1. Duplicate Detection Settings
      2. Duplicate Detection Rules
      3. Duplicate Detection Job
      4. Bulk Record Deletion
      5. Data Import Options
        1. Data Maps
        2. Templates for Data Import
        3. Import
        4. Sample Data
    8. Configuring document management settings
      1. Document Management Settings
      2. SharePoint Document Locations
      3. SharePoint Sites
      4. OneNote Integration
      5. OneDrive for Business
    9. Setting up email configuration
      1. Email Server Profile
      2. Mailboxes
      3. Migrate Email Router Data
      4. Email Configuration Settings
      5. Server-Side Synchronization Monitoring
    10. Summary
  12. Customizing Dynamics 365 CE
    1. Technical requirements
    2. Understanding Dynamics 365 CE customization
    3. Understanding solutions
      1. Publisher
      2. Version
      3. Import
      4. Export
        1. Unmanaged solutions
        2. Managed solutions
    4. Working with entities
      1. System entities
      2. Custom entities
        1. Creating a custom entity
          1. Communication and Collaboration
          2. Data services
          3. Auditing
          4. Outlook and mobile
          5. Help
          6. Setting up a primary field
        2. Understanding entity attributes
          1. Single Line of Text
          2. Multiple Lines of Text
          3. Option Set
          4. Multiple Option Set
          5. Two Options
          6. Image
          7. Whole Number
          8. Floating Point Number
          9. Decimal Number
          10. Currency
          11. Date and Time
          12. Lookup
          13. Customer
          14. Understanding field types
        3. Understanding form types
          1. Main forms
          2. Quick view forms
          3. Quick create forms
          4. Card forms
        4. Customizing the entity view
    5. Setting up security options
      1. Users
      2. Teams
      3. Security role
        1. Privileges
        2. Access levels
      4. Business units
      5. Field security profiles
      6. Hierarchy Security
      7. Positions
      8. Access team templates
    6. Changing navigation
    7. Customizing dashboards and charts
      1. Dashboards
        1. System dashboards
        2. Personal dashboards
      2. Chart customization
        1. System charts
        2. Personal charts
    8. Summary
  13. Extending Dynamics 365 CE
    1. Technical requirements 
    2. Extendibility architecture
      1. The presentation layer
        1. Client-side extensions
        2. Business entity component
        3. Command and ribbon buttons
        4. Web resources
        5. Business intelligence extensions
        6. Custom applications
      2. The platform layer
        1. Dynamics 365 CE web services
          1. The Web API
          2. The Organization service
          3. The Discovery service
        2. Plugin assemblies
        3. Custom workflow assemblies
        4. Business entities
      3. The database layer
        1. Configuration database
        2. Organization database
    3. Implementing client-side logic
      1. executionContext
        1. Using an event handler
        2. Using an event handler in code
      2. formContext
        1. data
          1. attributes
          2. entity
          3. process
        2. ui
          1. Control
          2. formSelector
          3. navigation
          4. process
          5. quickForms
          6. tabs
      3. gridContext
      4. Xrm
      5. Understanding client-side events
        1. Entity form events
          1. OnLoad
          2. OnSave
        2. Entity field events
          1. OnChange
          2. PreSearch
        3. Grid events
        4. Tab events
        5. IFrame events
        6. Knowledge base search control events
        7. Process flow events
      6. Creating web resources
      7. Working with the Web API
    4. Implementing server-side logic
      1. Using the Organization service
        1. Retrieve
        2. RetrieveMultiple
          1. QueryByAttribute
          2. QueryExpression
        3. Create
        4. Update
        5. Delete
        6. Execute
    5. Implementing custom logic using plugins
      1. Writing a sample plugin
      2. Deploying plugin code
    6. Debugging plugin code
    7. Summary
  14. Integrating Dynamics 365 CE with Other Applications
    1. Technical requirements 
    2. Dynamics 365 CE integration options
      1. On-demand data integration
      2. Batch processing
    3. Using the Dynamics 365 CE SDK
      1. Creating a console application to import data 
    4. Integrating Dynamics 365 CE with Power Automate
    5. Integrating Dynamics 365 CE with PowerApps
    6. Summary
  15. Business Intelligence and Reporting
    1. Technical requirements 
    2. Dynamics 365 CE BI capabilities
      1. Excel reporting
      2. FetchXML reporting
      3. SQL reports
      4. Power BI reports
    3. Using Report Wizard
    4. Writing a custom report in Visual Studio
    5. Deploying a report
      1. Adding grouping to a report
      2. Adding a filter to a report
        1. Adding pre-filtering support
        2. Adding a parameter to a report
    6. Writing Power BI reports
      1. Deploying a Power BI report to Dynamics 365 CE
    7. Summary
  16. Testing and User Training Planning
    1. Technical requirements
    2. Preparing a test plan
      1. What is a test plan?
      2. How to write a test plan
        1. Introduction
        2. Testing approach
        3. Test deliverables
        4. Risk
    3. Conducting manual testing
      1. Analyzing requirements review
      2. Writing test cases
      3. Conducting test cases
      4. Logging bugs
      5. Retesting defects
    4. Conducting automated testing
      1. Scoping automated testing
      2. Selecting the correct tool
        1. EasyRepro
        2. FakeXrmEasy.365
        3. xrm-ci-framework
        4. Moq
      3. Preparing for testing
      4. Executing test scripts
      5. Reporting
    5. Conducting UAT
      1. Why UAT is important
    6. Preparing an end user training plan
      1. Why we need end user training
      2. Benefits of end user training
      3. Conducting end user training
      4. Dynamics 365 CE training references
        1. Dynamics 365 CE SDK
        2. Dynamics Learning Portal
        3. Microsoft Training Partners
    7. Summary
  17. Migration and Upgrade
    1. Technical requirements
    2. Upgrading to Dynamics 365 CE
      1. Dynamics 365 CE upgrade activities
        1. Preparing an assessment report
          1. Backing up your environment
          2. Cleaning your Dynamics CRM database
          3. Reviewing the customization
          4. Code review
    3. Upgrading solutions
    4. Upgrading code
    5. Migrating data
    6. Importing data into Dynamics 365 CE
      1. The Dynamics 365 CE import wizard
      2. SSIS Integration Toolkit for Microsoft Dynamics 365
    7. Summary
  18. Deployment and Go-Live Support
    1. Technical requirements
    2. Deploying Dynamics 365 CE solutions
      1. Manual deployment
        1. Exporting solutions
      2. Automated deployment
        1. SolutionPackager 
        2. Package Deployer
        3. Microsoft Dynamics 365 Developer Toolkit
        4. Dynamics 365 Build Tools
        5. PowerApps Build Tools for Azure DevOps
    3. Preparing a go-live checklist
    4. Configurations required before go-live
    5. Post-go-live support
    6. Maintaining Dynamics 365 CE
      1. Dynamics 365 CE backups
      2. Index maintenance
      3. Installing SQL Server updates
      4. Installing updates for Dynamics 365 CE
    7. Summary
  19. Other Books You May Enjoy
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