Dynamics 365 Essentials

Discover what the Common Data Service is and how Dynamics 365 fits in the Power Platform. Learn how to set up core Dynamics 365 Customer Engagement functionality and build more customized processes using model-driven apps. This book covers the Dynamics 365 Online system for sales, customer service, marketing, field service, and Outlook integration.

In this second edition, core platform changes from the Common Data Service are included and you will know what this means for Dynamics 365. Updated features include processes, the latest form and view designer, and Business Process Flows. The book also includes new chapters on portals and power virtual agents.

After reading DYNAMICS 365 ESSENTIALS, you will have mastered the core functionality available in Dynamics 365 CE and model-driven applications, and will be able to set it up for a range of different business scenarios.

WHAT YOU WILL LEARN

* Set 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


* Study 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

SARAH CRITCHLEY is a Microsoft Dynamics Business Applications MVP, published author, and an experienced technical consultant who has worked on numerous business system implementations, now working as Lead Architect for Customer Service at Hitachi Solutions NA. She manages the strategy around all customer service technology, including Dynamics 365 Customer Service, Omni Channel Engagement, Forms Pro, Power Virtual Agent, and more. Having led software projects in numerous industries, including healthcare and the public sector, she works across all areas of the project life cycle: demonstrations, design, architecture, documentation, customization, and development. Sarah is heavily involved in community projects where she led and grew the Dynamics 365 & Power Platform UG in the UK for over three years, running technical events, and presenting on a variety of topics at conferences around the world.

INTRODUCTION – PAGES - 5

CHAPTER GOAL: Discuss what Dynamics 365 CE is, the latest news e.g. version 9.0 and the unified client (mention web refresh) , what the sections will cover. This book will be split into two – ‘Setup’ and ‘Configuration’ – the fact that you should be looking at best ways to do it and less technical debt.

PART I - SETUP

CHAPTER 1: CUSTOMER MANAGEMENT

CHAPTER GOAL: For the reader to learn about how customers are used within Dynamics 365 CE, what they link to and how they operate in the context of Activities and Microsoft Outlook

NO OF PAGES 20

SUB -TOPICS

1. Account and Contacts

1. Outlook Integration for Dynamics 365 CE Online

2. Timeline and Activity Management

CHAPTER 2: CUSTOMER SERVICE

CHAPTER GOAL: For the reader to learn how to deliver a more omni channel customer service experience using the standard features of Dynamics 365 CE

NO OF PAGES: 40

SUB - TOPICS

1. Case Management (including Categories)

2. Routing and Queues

3. Knowledge Base Implementation and Feedback

4. Microsoft Portals Configuration for Self-Service

5. SLAs and Entitlements

6. Social Engagement

7. Setting up Cognitive Services for Knowledge Article Suggestions

CHAPTER 3: SALES

CHAPTER GOAL: For the reader to learn what the standard sales lifecycle is, common customization points and how-to setup the standard Product Catalog

NO OF PAGES : 25

SUB - TOPICS:

1. Product Catalog Setup and Management

2. Leads to Invoice Sales Lifecycle with Product Catalog Integration

2. Setting up Product Suggestion Model using Cognitive Services

3. Creating Microsoft Word Templates for Quotes, Orders and Invoices

CHAPTER 4: SECURITY MODEL

CHAPTER GOAL: For readers to understand how the Dynamics 365 CE Security Model works and operates

NO OF PAGES:10

SUB - TOPICS:

1. 1.Security Model Overview

2. Business Units, Teams and Users

3. Access Teams

4. Hierarchal and Positional Security

CHAPTER 5: FIELD SERVICE AND RESOURCE SCHEDULING

CHAPTER GOAL: For readers to understand the basics of Field Service and Resourcing Capability which comes as standard

NO OF PAGES: 15

TBC. This is changing and will need to be updated

CHAPTER 6: MOBILE APPLICATION

CHAPTER GOAL: For readers to learn how to setup Dynamics 365 CE for Mobile

NO OF PAGES: 20

1. Setup

3. Task Flows

4. Offline

CHAPTER 7: REPORTING

CHAPTER GOAL: For readers to understand the capabilities of Dynamics 365 CE Reporting

NO OF PAGES: 20

5. Views

6. Dashboards

7. Reports in Dynamics 365 Online

8. Charts

PART II - CONFIGURATION

CHAPTER 8: PROCESSES

CHAPTER GOAL: For readers to understand the capabilities for configuring Dynamics 365 CE through custom processes

NO OF PAGES: 30

1. Business Process Flows

2. Business Rules

3. Workflows

4. Actions

CHAPTER 9: UI CUSTOMIZATION AND RELATIONSHIPS

CHAPTER GOAL: For readers to learn how to customize the user interface of Dynamics 365 and the relationships

NO OF PAGES: 15

1. Forms

2. Relationships

3. Custom Controls

4. Mobile

CHAPTER 10: APP FRAMEWORK

CHAPTER GOAL: For readers to understand what the App Framework is and how to create ‘Apps’ within Dynamics 365

NO OF PAGES: 15

1. App Framework Overview

2. App Designer

3. Site Map Designer

4. Configuration

CHAPTER 11: POWER AUTOMATION

CHAPTER GOAL: For readers to understand Microsoft Flow’s basic capabilities

NO OF PAGES: 20

This is changing and will need to be updated

CHAPTER 12: MANAGED VS UNMANAGED SOLUTIONS

CHAPTER GOAL: Discussion on solutions design and layering

CHAPTER 13: COMMON DATA SERVICE FOR APPS

CHAPTER GOAL: For readers to understand what the Common Data Service is and how to get started with integrations through the UI.

NO OF PAGES: 20

CHAPTER 14: GETTING STARTED WITH CDS PORTALS

CHAPTER GOAL: To connect a portal to a CDS for Apps environment that does not have any Dynamics 365 applications (Sales, Service, or Marketing) preinstalled

CHAPTER 15: DYNAMICS 365 FOR MARKETING