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

✍ Scribed by Sarah Critchley

• Publisher: Apress
• Year: 2020
• Tongue: English
• Leaves: 557
• Edition: 2
• Category: Library

✦ Synopsis

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

✦ Table of Contents

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