Chapter 1, History of Dynamics CRM, covers the history of Microsoft Dynamics CRM and gives an overview of the functional entities of Dynamics CRM 2016, including the Sales, Service, and Marketing modules.

Chapter 2, Working with Sales, covers the Dynamics CRM Sales module, which supports the typical sales cycle followed in any organization. It automates the entire process, starting with the acquisition of a new Lead until its logical conclusion, in the form of either a lost or won opportunity. The Sales module in Dynamics CRM helps organizations provide effective selling capabilities. It helps the organization to track the sales activities and see their sales pipeline.

Chapter 3, Working with Services, explores the Service module in Dynamics CRM, which helps organizations provide effective service capabilities by automating the entire process of providing a resolution to the problems of the customer, aiding the customer by means of Knowledge base, and so on.

Chapter 4, Working with Marketing, gives an in-depth understanding of the Marketing module of Dynamics CRM, which helps the organization by creating leads that can then be targeted by the Sales module.

Chapter 5, Working with the XRM Framework, explains the XRM framework, which defines a strategic approach to customize the out-of-box features available in Dynamics CRM to make sure that it implements all the business aspects of a system.

Chapter 6, Analytics with CRM, focuses on introducing and using advanced analytical features available in Dynamics CRM 2016. The chapter covers some features available within the Dynamics CRM 2016 product offering, provides ways to enhance the analytics experience using other Microsoft product offerings, and explains how this can be interconnected with Dynamics CRM 2016.

Chapter 7, Workflow Development with Dynamics CRM, covers workflows, which are the handlers for the events fired by Dynamics CRM. You can either utilize workflows using a native drag-and-drop interface, or extend the standard behavior of Dynamics CRM using customizations with custom code written in the .NET framework.

Chapter 8, Client-Side Scripting, focuses on introducing and using client-side enhancements available with Dynamics CRM 2016. The chapter covers some client-side script functions with examples and also discusses the Web API in the later part, which is a new way of querying CRM data directly from JavaScript.

Chapter 9, Enhancements for Mobile, extensively covers the newly introduced mobile and tablet capabilities of Dynamics CRM 2016.

Chapter 10, Plugin Development with Dynamics CRM, explains plugins, which are the handlers for events fired by Dynamics CRM.

Chapter 11, Business Process Flows and Business Rules, takes you through various scenarios that will explain Business Process Flows and Business Rules in detail.

Chapter 12, New Features in CRM 2016, focuses on covering some small but awesome features that have been left uncovered in the rest of the scenarios presented in this book. It also covers some of the features already discussed in the book again for a quick reference and every such feature is explained by means of a business scenario.