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- Herausgeber: Packt Publishing
- Kategorie: Fachliteratur
- Sprache: Englisch
Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Dynamics CRM 2016 comes with some exciting extra features guaranteed to make your life easier with Dynamics CRM. This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert.
The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates, using CRM data that will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM Framework, gain a deep understanding about client-side scripting in Dynamics CRM, and learn creating client-side applications using JavaScript and Web API. We then introduce visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. Business Process Flows, Business Rules, and their enhancements are introduced. By the end of this book, you will have mastered utilizing Dynamics CRM 2016 features through real-world scenarios.
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Seitenzahl: 207
Veröffentlichungsjahr: 2017
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Mastering Microsoft Dynamics CRM 2016
Copyright © 2017 Packt Publishing
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Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.
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First published: November 2017
Production reference: 1271117
ISBN 978-1-78646-661-7
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Credits
Author Deepesh Somani
Copy Editor Muktikant Garimella
ReviewerNishant Rana
Project Coordinator Vaidehi Sawant
Commissioning Editor Amarabha Banerjee
Proofreader Safis Editing
Acquisition Editor Chaitanya Nair
Indexer Francy Puthiry
ContentDevelopmentEditor Vikas Tiwari
Graphics Tom Scaria
Technical Editor Jijo Maliyekal
Production Coordinator Arvindkumar Gupta
About the Author
Deepesh Somani currently works as a Microsoft Dynamics 365 lead architect, a corporate trainer, and an author. He has been Microsoft's Most Valuable Professional awardee for 3 consecutive years, making his way into the top 90 CRM professionals in the world. He is currently working in an IT start-up called Dynamisity Private Limited, based out of Ahmedabad, India.
With his fervor for the technology and constant adherence, Deepesh has been an active contributor to the global technical community and has been honored as a key contributor on leader boards from time to time.
His blog (https://dynamicsofdynamicscrm.com/) has more than 270,000 hits and 500+ followers from 150 countries worldwide. It was recognized as one of the top 100 CRM blogs worldwide by Feedspot in 2017. He developed 14 free tools with 7000+ downloads, and a Dynamics app with around 1000+ downloads and a 4.4 rating.
Deepesh has extensive experience working in different domains, such as banking, public sector, telecommunication, and retail, to name a few, with teams from different parts of the world and with renowned multinational companies such as Microsoft, Infosys, and SanDisk.
As a passionate explorer, he enjoys travelling, interacting with people of various ethnicities, trying different foods, and dancing.
Acknowledgment
I would like to thank all the people who helped me during the journey of writing this book, which has involved passing through severe health conditions. A special note of thanks to my wife, Yamini, without whose support this book would not have been possible. I dedicate this book to my parents. I would also like to thank the professional and extensive support offered by the team at Packt, including Chaitanya Nair, Anurag Ghogre, Vikas Tiwari, Vaidehi Sawant, Jijo Maliyekal, and Muktikant Garimella. A big thanks to Nishant Rana, who reviewed this book extensively.
Sincere thanks to Simaranjit Singh Bhalla, for the code contributions. He helped me when I was struggling with my health and was bed ridden for 3 months. I cannot thank him enough for this. I've known him for 8 years now; he is a Dynamics 365 consultant working in SMS management and technology in Sydney, Australia. His expertise lies in requirements gathering, creating technical design documents, providing project estimates, and handling technical development tasks of a team. He has extensive experience in Microsoft technology stack. He has executed multiple successful engagements in Dynamics CRM, .Net, SSIS, and SSRS. His forte is in Dynamics CRM, wherein he has been working since CRM 4.0. He also maintains a technical blog on Dynamics 365. He is a good friend and a great human being.
Last but not least, thanks Microsoft and the Microsoft community for letting me have the experiences to author this book. Happy CRMing as usual!
About the Reviewer
Nishant Rana is a Microsoft MVP – Business Solutions (Dynamics 365) with over 10 years of experience in Microsoft Dynamics CRM, Microsoft SharePoint, and other Microsoft .NET technologies. He is a Microsoft Certified Professional in Microsoft Dynamics CRM, SharePoint, and Microsoft .NET. He has been the technical reviewer of books on Microsoft Dynamics CRM, such as Microsoft Dynamics CRM 2015 Application Design, CRM 2013 Quick Start, Microsoft Dynamics 2011 Application Design, and Microsoft Dynamics 2011 Reporting. He is an avid blogger and likes to learn, help, share, and contribute to the Dynamics CRM community. Nishant is also the author of Nishant Rana’s Weblog, a technical blog on Microsoft .NET technologies, which has more than 2.5 million hits and 1,000 followers. This blog has also been recognized as one of the top 35 blogs on Microsoft Dynamics CRM and was also one of the top 100 CRM blogs and websites for small and large businesses by Feedspot. You can follow Nishant on Twitter via his handle, @nishantranaCRM.
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Table of Contents
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
Preface
Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Microsoft Dynamics CRM comes with the important addition of some exciting features guaranteed to make your life easier with Dynamics CRM.
This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert.
The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates using CRM data, which will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM framework. You will gain a deep understanding about client-side scripting in Dynamics CRM and learn to create client-side applications using JavaScript and Web API. Extending your CRM applications is described, along with introducing visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. The book then moves on to introducing Business Process Flows, Business Rules, and their enhancements. By the end of this book, you will have mastered Dynamics CRM 2016 features through real-world scenarios.
What this book covers
Chapter 1, History of Dynamics CRM, covers the history of Microsoft Dynamics CRM and gives an overview of the functional entities of Dynamics CRM 2016, including the Sales, Service, and Marketing modules.
Chapter 2, Working with Sales, covers the Dynamics CRM Sales module, which supports the typical sales cycle followed in any organization. It automates the entire process, starting with the acquisition of a new Lead until its logical conclusion, in the form of either a lost or won opportunity. The Sales module in Dynamics CRM helps organizations provide effective selling capabilities. It helps the organization to track the sales activities and see their sales pipeline.
Chapter 3, Working with Services, explores the Service module in Dynamics CRM, which helps organizations provide effective service capabilities by automating the entire process of providing a resolution to the problems of the customer, aiding the customer by means of Knowledge base, and so on.
Chapter 4, Working with Marketing, gives an in-depth understanding of the Marketing module of Dynamics CRM, which helps the organization by creating leads that can then be targeted by the Sales module.
Chapter 5, Working with the XRM Framework, explains the XRM framework, which defines a strategic approach to customize the out-of-box features available in Dynamics CRM to make sure that it implements all the business aspects of a system.
Chapter 6, Analytics with CRM, focuses on introducing and using advanced analytical features available in Dynamics CRM 2016. The chapter covers some features available within the Dynamics CRM 2016 product offering, provides ways to enhance the analytics experience using other Microsoft product offerings, and explains how this can be interconnected with Dynamics CRM 2016.
Chapter 7, Workflow Development with Dynamics CRM, covers workflows, which are the handlers for the events fired by Dynamics CRM. You can either utilize workflows using a native drag-and-drop interface, or extend the standard behavior of Dynamics CRM using customizations with custom code written in the .NET framework.
Chapter 8, Client-Side Scripting, focuses on introducing and using client-side enhancements available with Dynamics CRM 2016. The chapter covers some client-side script functions with examples and also discusses the Web API in the later part, which is a new way of querying CRM data directly from JavaScript.
Chapter 9, Enhancements for Mobile, extensively covers the newly introduced mobile and tablet capabilities of Dynamics CRM 2016.
Chapter 10, Plugin Development with Dynamics CRM, explains plugins, which are the handlers for events fired by Dynamics CRM.
Chapter 11, Business Process Flows and Business Rules, takes you through various scenarios that will explain Business Process Flows and Business Rules in detail.
Chapter 12, New Features in CRM 2016, focuses on covering some small but awesome features that have been left uncovered in the rest of the scenarios presented in this book. It also covers some of the features already discussed in the book again for a quick reference and every such feature is explained by means of a business scenario.
What you need for this book
You will need Visual Studio 2015 for development tools and the Dynamics CRM 2016 online or on-premise edition for the CRM tools.
Refer to the following link to check the platforms compatible with Microsoft Dynamics CRM 2016:
https://support.microsoft.com/en-in/help/3124955/compatibility-with-microsoft-dynamics-crm-2016
Refer to the following link for a list of supported web browsers and mobile devices:
https://technet.microsoft.com/en-us/library/dn531055.aspx
Who this book is for
This book is for those with Dynamics CRM knowledge who want to utilize the latest features available with Dynamics CRM 2016 and Update 1. Extensive Dynamics CRM development experience would be beneficial.
Conventions
In this book, you will find a number of text styles that distinguish between different kinds of information. Here are some examples of these styles and an explanation of their meaning.
Code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles are shown as follows: "We can include other contexts through the use of the include directive."
using Microsoft.Xrm.Sdk.Query; namespace SamplePluginProject { public class PreCreateUpdateAccountSamplePlugin : IPlugin { public void Execute(IServiceProvider serviceProvider) { } } }
When we wish to draw your attention to a particular part of a code block, the relevant lines or items are set in bold:
using Microsoft.Xrm.Sdk.Query; namespace SamplePluginProject { public class PreCreateUpdateAccountSamplePlugin : IPlugin {
public void Execute(IServiceProvider serviceProvider)
{ } } }
New terms and important words are shown in bold. Words that you see on the screen, for example, in menus or dialog boxes, appear in the text like this: "In order to download new modules, we will go toFiles|Settings|Project Name|Project Interpreter."
Reader feedback
Feedback from our readers is always welcome. Let us know what you think about this book-what you liked or disliked. Reader feedback is important for us as it helps us develop titles that you will really get the most out of. To send us general feedback, simply email [email protected], and mention the book's title in the subject of your message. If there is a topic that you have expertise in and you are interested in either writing or contributing to a book, see our author guide at www.packtpub.com/authors.
Customer support
Now that you are the proud owner of a Packt book, we have a number of things to help you to get the most from your purchase.
Downloading the example code
You can download the example code files for this book from your account at http://www.packtpub.com. If you purchased this book elsewhere, you can visit http://www.packtpub.com/support and register to have the files emailed directly to you. You can download the code files by following these steps:
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Errata
Although we have taken every care to ensure the accuracy of our content, mistakes do happen. If you find a mistake in one of our books-maybe a mistake in the text or the code-we would be grateful if you could report this to us. By doing so, you can save other readers from frustration and help us improve subsequent versions of this book. If you find any errata, please report them by visiting http://www.packtpub.com/submit-errata, selecting your book, clicking on the Errata Submission Form link, and entering the details of your errata. Once your errata are verified, your submission will be accepted and the errata will be uploaded to our website or added to any list of existing errata under the Errata section of that title. To view the previously submitted errata, go to https://www.packtpub.com/books/content/support and enter the name of the book in the search field. The required information will appear under the Errata section.
Piracy
Piracy of copyrighted material on the internet is an ongoing problem across all media. At Packt, we take the protection of our copyright and licenses very seriously. If you come across any illegal copies of our works in any form on the internet, please provide us with the location address or website name immediately so that we can pursue a remedy. Please contact us at [email protected] with a link to the suspected pirated material. We appreciate your help in protecting our authors and our ability to bring you valuable content.
Questions
If you have a problem with any aspect of this book, you can contact us at [email protected], and we will do our best to address the problem.
History of Dynamics CRM
Microsoft Dynamics CRM was first introduced in 2003 as Microsoft CRM 1.0. It had far fewer functionalities, which focused on the Sales and Service modules. Organizations faced some difficulties as the customization capabilities were limited and the business process were harder to map with the processes in the system. This product targeted the organizations working with relationship management.
After this version, Microsoft launched Dynamics 3.0 in 2005 instead of 2.0. The UI was enhanced and the Marketing module was introduced with this version. The customization capabilities were also increased. The XRM platform was used to create and enhance applications on Dynamics CRM. Due to this, some more features, such as integration with Outlook 2007, integration with Microsoft SQL, and reporting services were possible.
In December 2007, Microsoft introduced Dynamics 4.0, also called Titan. There were no major changes made with the GUI, but many platform changes were made. CRM Online was introduced in North America, which provided customers with the option of hosting the CRM on cloud. It also had improved security features, data importing functionalities, mail merge, and support for operating systems such as Windows 2008 and SQL 2008. This version provided options for selecting multiple currencies and choice of base languages. Plugins and workflows were introduced with this version, which increased the capabilities of the platform.
Microsoft released a beta version, Microsoft Dynamics 2011, in February 2010. The full release was released in February 2011. Features such as charts and dashboards were introduced with this version, which allowed the users to visualize the data in a pictorial format. It provided a 360-degree view of customer profile, which enhanced productivity. Solutions were also introduced in this version.
With the release of Microsoft Dynamics 2013, it was possible to run Microsoft Dynamics CRM on any browser from a tablet device powered by Windows 8 or iOS and any smartphones running Windows Phone 8, Android, or IOS. The popups were also reduced, which was a significant change. Business rules and real-time workflows were introduced in Microsoft Dynamics 2013. This reduced the need to embed code in plugins, thus reducing the customization effort required on the platform.
With the release of Microsoft Dynamics by Microsoft in September 2014, more features, such as Rollup and Calculated fields, one-note integration, themes, pause and resume SLAs, and so on, were introduced. Business rules were enhanced more, and it was now possible to embed more complex logic in the conditions. Business Process Flows didn't have in-built features, which prevented the movement of stage if some of the mandatory steps were not completed.
In November 2015, Microsoft Dynamics 2016 was released with features such as Word and Excel templates. With this version, it was possible to integrate CRM with other products such as SharePoint, Azure, and Power BI, which provided better cross-selling.
Microsoft Dynamics CRM 2016 overview
Now that we've gone through the history of Microsoft Dynamics CRM and how it evolved during the years, let's get an overview of Microsoft Dynamics CRM 2016.
Sales module
The Sales module in Dynamics CRM takes care of the entire sales process and the activities involved in sales. The Sales module has entities such as Contacts, Accounts, Leads, and Opportunity. These entities are used to store the information required in the sales process:
Account
