Introduction
With the release of Microsoft Dynamics CRM 2016, Microsoft has turned its attention to a long-neglected feature of Dynamics CRM: customer engagement. To this end, Microsoft has added features such as ADX, FieldOne, Parature, and Voice of the Customer that allow users of Microsoft Dynamics CRM to directly engage with customers in ways that previously were difficult or required third party add-ons.
To be clear, Microsoft has added most of this functionality through the acquisition of various components and companies. There are too many to name, and the roadmap for them is a fully integrated suite, but at this writing, many of these features are separate add-ins. However, Microsoft’s release cadence has increased, and it is expected that by the time you pick up this book, a more consolidated and streamlined Microsoft Dynamics CRM may exist.
This book shows you how to work with and configure Microsoft Dynamics CRM 2016, and it also includes information on complementary technologies, such as the following:
SharePoint
Azure
SQL Server Reporting Services (SSRS)
SQL Server
Online versus On-Premises options
Visual Studio and the .NET Framework
By reading and applying what you learn in this book, you’ll be able to get the most from your CRM system. This book delves into how Microsoft Dynamics CRM works, explains why you should set up certain features, and explores advanced configuration and customization options.
This book provides an excellent overview of 99% of the application; however, with the other 1%, your mileage may vary, depending on your requirements. That 1% is often the hardest, most complex, and even the most imaginative part of using Dynamics CRM. I’ve worked exclusively with Microsoft Dynamics CRM for more than 12 years, and I still often see organizations with situations and requirements that I never could have imagined. In addition, the application becomes more powerful all the time, delivering options that previously existed only with extensive programming and workarounds.
Note
If you believe that this book has omitted anything or if you would like to share the 1% that your requirements might fall into, please write to me using the contact information in the beginning of the book! Perhaps your story and feedback will be featured in my next book on CRM.
You can use Microsoft Dynamics CRM 2016 to manage almost anything within your organization (or household, or farm, or retail store, etc....!). This book shows you how.
Note
The majority of this book was researched and written using the prereleased version of the Dynamics CRM 2016 software, including the related technologies, such as ADX, FieldOne, and Parature. Every attempt was made to update the contents based on the final version of the software that was released to customers. However, some areas may not perform as shown here because of differences in beta and final software releases.