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