Dynamics 365 Essentials: Getting Started with Dynamics 365 Apps in the Common Data Service

Description

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 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 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 Table of Contents About the Author About the Technical Reviewers Acknowledgments Introduction Chapter 1: The Common Data Service Starting with the Common Data Service How Can the Common Data Service Be Accessed? Navigation Within the Common Data Service Summary Chapter Tasks Further Reading Chapter 2: Customer Management Accounts and Contacts What Are Accounts and Contacts? Parent Accounts Standard Features Associated with Accounts and Contacts Address Entity 360-Degree View of the Customer Email (Outlook) Integration for Dynamics 365 CE Online Activity Management and the Timeline What Are Activities? How Can They Be Used? The Timeline Summary Chapter Tasks Further Reading Chapter 3: Customer Service What Are Cases and How Are They Used? The Lifecycle and Functionality of a Case Resolving Cases Core Case Relationships Phone Support, CTI, and Skype for Business Unified Service Desk Queues and Routing Creating and Configuring Queues Routing Rules Configuring a Rule Item Using Queues and Routing Rules to Manage Workloads Knowledge Base Implementation and Feedback Knowledge Article Lifecycle Knowledge Article Statuses Subjects and Categories Feedback Using the Feedback Entity on Custom Entities SLAs and Entitlements Creating a New SLA for the Case Record Setting Up Success Actions in the SLA Detail Record Entitlements Creating a New Entitlement Activating the Entitlement on a Case Microsoft Portals (Power Apps Portals) Configuration for Self-Service Omni Channel Engagement Omni Channel Engagement Setup Summary Chapter Tasks Further Reading Chapter 4: Sales Product Catalog Setup and Management Creating a Family Hierarchy and Properties Creating Products Linked to Product Families Product Relationships Price Lists and Price List Items Discount Lists Leads-to-Invoice Sales Lifecycle with Product Catalog Integration Supporting Sales Functionality Competitors Connections Summary Chapter Tasks Further Reading Chapter 5: Field Service and Resource Scheduling Roles Within Field Service Setting Up Resources Schedule Board Connecting to Maps Schedule Board Functionality Setting Up Working Hours for a Resource Map View on the Schedule Board Work Order Setup Creating a Work Order Booking Alerts Time-Off Requests Customer Preferences Schedule Multiple Bookings/Recurring Bookings Common Issues Experienced with the Resource Scheduler Test Data Summary Chapter Tasks Further Reading Chapter 6: Dynamics 365 for Marketing Leads in Dynamics 365 Marketing Getting Set Up with the App Segmentation Creating Marketing Forms, Pages, and Emails Activity Marketing Templates Customer Journeys Lead Scoring and Grading Event Portal Overview and Setup Summary Chapter Tasks Further Reading Chapter 7: Security Model Where to Configure CDS Security Business Units, Teams, Users, and Field Security Security Roles Testing Security Roles Teams and Ownership Testing Teams Sharing Field Security Deployment Access Teams Hierarchical Security Summary Chapter Tasks Further Reading Chapter 8: Mobile Application Setup Designing Dashboards and Forms for the Mobile Client Dashboards for the Unified Interface vs. Classic Dashboards Control Framework Testing the Mobile Application Summary Chapter Tasks Further Reading Chapter 9: Model-Driven Apps Starting with Model-Driven Apps Solutions Solution Layering Creating a Solution and Publisher Creating a New App Sitemap Designer Classic Sitemap vs. Unified Interface Sitemap Areas Groups Sub-areas Configuring an App App Security Apps on Mobile Editing an Existing App Summary Chapter Tasks Further Reading Chapter 10: Reporting: Views, Charts, and Dashboards Getting Started Views Creating a View Searching in a View Managing Views Editable Grids in Views Charts Dashboards Building a System Dashboard Using Interactive Dashboards Building a Personal Dashboard Summary Chapter Tasks Further Reading Chapter 11: Forms, Views, and UI Customizations Entities and Fields Rollup Fields Calculated Fields Relationships Creating and Modifying Relationships Forms Creating and Modifying Forms Additional Form Controls Quick View Forms Navigation Pane and Related Items Summary Chapter Tasks Further Reading Chapter 12: Processes Starting with Processes Business Process Flows Creating Business Process Flows Immersive Business Process Flows Calling Other Processes from a Business Process Flow Actions Creating Custom Actions Business Rules Workflows Creating Workflows Troubleshooting Summary Chapter Tasks Further Reading Chapter 13: Power Automate Power Automate and Dynamics 365 CE Use Cases for Power Automate Within Dynamics 365 CE Getting Started with Power Automate: How to Create a Flow Summary Chapter Tasks Further Reading Chapter 14: Power Apps Portals A Short History How a Portal Works Creating a New App Portal Designer Deploying a Portal Summary Chapter Tasks Further Reading Index