Table of Contents
Introduction
1 How This Book Is Arranged
Online Versus On-Premises
Updates/Release Cadence
On-Premises Updates
Online Updates
Summary
2 New Features of Microsoft Dynamics CRM 2016
Forms and the Interface
Enhanced Navigation
Themes
New Forms Rendering Engine
Quick Search
Enhanced Templates
Hierarchy Visualization
Entity/Field Enhancements
Business Flow Branching
Product Catalog Configuration
Calculated and Rollup Fields
Service Improvements
The Interactive Service Hub
Surveys: Voice of the Customer
Parature
Unified Service Desk (USD)
Social Engagement
Integrated Knowledge
Enhanced Case SLA
Office 365 and Outlook Enhancements
Excel Integration
Microsoft Dynamics CRM App for Outlook
OneNote, OneDrive for Business, Delve, and Office 365 Integration
SharePoint Enhancements
Platform and Architecture Changes
Development and Test Instances
Multi-geo Instance Support
API Enhancements
Solution Enhancements
External Party Access
Supported Configurations
New Support and Pricing Options
Support
Pricing
Mobile
Mobile Client
Mobile Forms
Integration with Cortana
Secured Data with Good
Microsoft Dynamics Marketing (MDM)
Email Marketing
Enhanced Campaign and Lead Management
Summary
3 Customizing and Designing Applications Within Dynamics CRM 2016 (xRM)
xRM Explained
xRM Considerations
The End Application
The User Experience
What Comes with Dynamics CRM Out of the Box
Where You’re Going to Have to Build/Extend
The Licensing Model
xRM Design Principles
COLAC
Licensing Explained
Summary
4 CRM 2016 Online
Overview of Microsoft Dynamics CRM 2016 Online
Why Use Microsoft Dynamics CRM 2016 Online?
The Microsoft Dynamics CRM 2016 Online Experience
Update Schedule
Microsoft Data Centers
Global Data Centers
Regional Data Redundancy
Data Center Redundancy
Privacy and Certifications
Privacy
Certifications
Understanding the Microsoft Dynamics CRM 2016 Licensing Options
License Options Explained
Online Add-on Features
New License Paradigm
Signing Up for CRM 2016 Online
CRM Online Provisioning Process
Adding and Setting Up Additional Users
Managing Users
Bulk Adding Users
Managing Your Subscription
Checking System Health Status
Adding a Production or Development Instance
Summary
5 Navigation
How to Navigate
Saving Your Data
Menu Options
Common Functions
Ribbons in Outlook
Summary
6 Working with Customers
Working with Accounts
Required Fields for Accounts
Top Menu Options for Accounts
Contacts Associated with Accounts
Working with Contacts
Required Fields for Contacts
Additional Fields for Contact Records
General Information for Either Accounts or Contacts
Account and Contact Reports
More Addresses
Activities
Common Closed Activities
Connections
Documents
Audit History
Processes, Workflows, and Dialog Sessions
Summary
7 Working with Sales
Flow Interface for Sales
Lead to Opportunity Flow Example
Leads
Working with New Leads
Converting Leads
Opportunities
Creating a New Opportunity
Adding Products to an Opportunity
Closing Opportunities
Competitors
Products
Quotes, Orders, and Invoices
Working with Quotes
Draft Status
Working with Orders
Working with Invoices
Goals, Goal Metrics, and Rollup Queries
Defining Goal Metrics
Creating a New Goal
Setting Goal Criteria
Summary
8 Working with Marketing
Marketing Lists
Using Lookup to Add Members
Using Advanced Find to Add Members
Using Advanced Find to Remove Members
Using Advanced Find to Evaluate Members
Other Marketing List Features
Campaigns
Working with New Campaigns and Campaign Templates
Adding Campaign Activities
Campaign Responses
Sales Literature
Quick Campaigns
Creating a Quick Campaign
Finding the Status of a Quick Campaign
Summary
9 Microsoft Dynamics Marketing
Key Features of MDM
MDM Setup
Turn On Full-Text
Double Opt-in for Emails
SMS Marketing Information
Standardized KPIs for SMS
MDM Navigation
Home
Main Areas of the MDM Application
Dynamics Marketing/CRM Integration
Connector Requirements
Connector Setup
CRM Online Configurations
CRM On-Premises Configurations
Summary
10 Working with Service
Understanding Service and Service Activities
Services
Service Calendar
Service Activity
Managing Users’ Working Time
Appointments
Cases
Add Related Activities
Delete Case
Resolve Case
Cancel Case
Reports
Articles
Subjects
Submitting an Article
Approving an Article
Rejecting an Article
Reports
Articles Security
Contracts
Service Management
Case Settings with Record Creation and Update Rules
Service Terms
Knowledge Base Management
Templates
Service Scheduling
Enhanced Case SLAs
Summary
11 The Interactive Service Hub
Using the Interactive Service Hub
Navigation
Filters
Recent Views and Records
Quick Search
Quick Create
Streams
Customers
Cases
Knowledge Articles
Configurations and Customizations
Main—Interactive Experience Form
Card Form
Fields
Dashboards
Entity Dashboards
Summary
12 Parature
Overview of Parature
Service Desk
Support Center
Contact Management
Service Level Agreements (SLAs)
Knowledge Base Management
Download
Product
Chat
Ticket
Summary
13 The Unified Service Desk (USD)
Requirements
Server Setup
Client Setup and Configuration
Configurations and Customizations
Hosted Controls
Toolbars
Action Calls
Events
Entity Searches
Window Navigation Rules
Session Lines
Agent Scripts
Scriptlets
Forms
Options
User Settings
Customization File
Configuration
Audit & Diagnostics Settings
Troubleshooting
Advanced Customizations
USD Custom Panel Layout
Summary
14 Microsoft Dynamics Social Engagement
Using Microsoft Dynamics Social Engagement
Pricing
Configuration
Setting Solution Defaults
Adding Users and Assigning Roles
Creating Search Topics to Gather Data
Customizations
Connections
Automation Rules
Analytics
Social Center
Publish Pane
Activity Maps
Message Center
Connecting with Dynamics CRM
Social Insights Controls for CRM Entity Forms
Social Insights Controls for a CRM Dashboards
Summary
15 Yammer
Yammer Basics
Yammer and Dynamics CRM 2016
Integrating Yammer with Dynamics CRM
Removing Yammer
Optimizing Yammer Integration with Dynamics CRM 2016
Working with Yammer in Dynamics CRM 2016
Yammer Features
Polls
Praise
Announcements
Post Actions
Chat
Yammer Settings
Profile
Org Chart
Networks
Account Activity
My Applications
Notifications
Preferences
Summary
16 Reporting and Dashboards
Reporting
Report Filters
Categories
Administration
Report Wizard
Scheduling Reports
Exporting Reports
Advanced Features
Fetch-based Reports
Requirements
Left Outer Joins
Charts and Dashboards
Working with Charts
Visualizations
Dashboards
Introduction to SSRS
Custom Reports
When Are Custom Reports Recommended?
Installing CRM 2016 Report Authoring Extension
Building Custom Reports with SSRS
Developing and Testing Reports in Visual Studio
Filtered Views
Deployment
Report Parameters
Building Custom Reports with ASP.NET
Custom Reports with ASP.NET Deployment
Summary
17 Settings
Components of a Good Implementation
Business Management
Fiscal Year Settings
Goal Metrics
Business Closures
Facilities/Equipment
Queues
Resource Groups
Sales Territories
Services
Sites
Subjects
Currencies
Connection Roles
Relationship Roles
Templates
Product Catalog
Service Management
Customization
System Administration
Administration
Security
Other Settings Navigation Options
Process Center
Summary
18 Mobility
New Features
Tablets
Windows 10 Installation
Customizing Options and Features
Form Fields
Entities Enabled for the Dynamics CRM for Tablets App
Sales Dashboard
Navigation Bar
Command Bar
Simple Lists
Stakeholders and Sales Team Lists
Business Process Flows
Multi-Entity Quick Find/Search
Offline Access/Usage
Auto-Save
Images
Server-Side Extensibility
Mobile Phones
Dynamics CRM for Phones Apps
Dynamics CRM on a Phone’s Web Browser
Required Privileges
Enabling Entities for the Dynamics CRM for Phones App
Customization and Features
Installing and Using the Dynamics CRM for Phones App
Visual Controls
Summary
19 Outlook Configuration
Browser/Web Client
Microsoft Dynamics CRM 2016 for Outlook
Requirements
Client Setup
Client Installation
Client Configuration
Client Troubleshooting
Advanced Configuration
Using the CRM Outlook Client
Tracking Emails
Set Regarding
Convert To
Add Connection
View in CRM
Outlook CRM Views
Previous Version Compatibility
CRM App for Outlook
Summary
20 Email Configuration
Server-Side Synchronization
Configuring Server-Side Synchronization
Migrating Email Router Data
Microsoft Dynamics CRM for Outlook
Email Router
Configuring the Email Services
Installing the Email Router and the Rule Deployment Wizard
Installing the Email Router on Multiple Computers
Email Router Configuration Manager and Configuration Profiles
Authentication Types
Access Credentials
Configuring Email Routing for Multiple Configurations and Deployments
Configuring the CRM Email Router
Creating the Incoming Profile
Deployments
User, Queues, and Forward Mailboxes
Forward Mailboxes
Tracking Incoming Emails
Queues
Rule Deployment Wizard
Creating a Rule Manually
Summary
21 Office Integration
Microsoft Word Integration
Creating a Word Document Template
Uploading the Word Document Template
Using the Word Document Template
Advanced Word Templates
Personal and System Templates
Microsoft Excel Integration
Creating an Excel Document Template
Uploading the Excel Document Template
Using the Excel Document Templates
System Templates
Microsoft OneNote Integration
Enabling OneNote Integration
Using OneNote with Dynamics CRM
Microsoft OneDrive Integration
Enabling OneDrive Integration
Using OneDrive with Dynamics CRM
Microsoft Delve Integration
Enabling Delve Integration
Configuring Delve with Dynamics CRM
Using Delve with Dynamics CRM
Summary
22 Customizing Entities
Customization Principles
The Dynamics CRM Entity Model
Fields
Calculated Fields
Rollup Fields
Keys
Relationships
Messages
Basic Customizations
Form Customizations
View Customizations
Publishing Customizations
Preparing Client Customizations
Menu and Command Bar Customizations
Site Map
ISV Config
The Command Bar
JavaScript Events
Event-Handling Tips and Tricks
Tips and Tricks When Working with Events
Calculated Fields
Business Rules
Showing Error Messages
Setting a Field Value
Making a Field Required
Setting Visibility
Setting Default Values
Locking or Unlocking a Field
Exporting and Importing Entity Customizations
Solution Concepts
Working with Custom Solutions
Adding Required Components
Showing Dependencies
Managed Properties
Plug-ins
Best Practices When Working with Solutions
Solution Enhancements
Exporting Solutions
Importing Solutions
Removing Solutions
Cloning a Patch
Cloning Solutions
Patching Solutions
Working with Multiple Solutions
Entity Forms Security
Migrating Customizations from Previous Versions
Third-Party and Marketplace Solutions
For ISVs
For Customers
Developer Resources
Configuration Migration
Package Deployer
Themes
Working with the SDK
Summary
23 Web Services
Web Services Fundamentals
Windows Communication Foundation
Representational State Transfer
JavaScript Object Notation
Open Data Services
Discovery Web Service
Organization Service
Early Binding
Regular Operations for Early Binding
Metadata
Examples of Web Services
JavaScript
Modern SOAP Endpoints
ExecuteMultipleRequest
Web API
OAuth
Creating Records
Retrieving Records
Updating Records
Deleting Records
Other Operations
Summary
24 Azure Extensions
Introduction to Azure
Service Bus Configurations
Creating a Windows Azure Service Bus Account with a Subscription
Getting the CRM 2016 Online Certificate
Registering a Service Bus Endpoint
Creating a Listener Application
Updating Variables for the Main Method
Azure-Hosted Dynamics CRM
Azure ExpressRoute
Summary
25 Plug-ins
Plug-ins
Isolation
Modes
Stages
Deployment Types
When to Use a Plug-in
Plug-in Development
Adding References
Plug-in Deployment
Integrating the Plug-in Registration Tool with Visual Studio 2015
Registering a Plug-in
Unregister a Plug-in
Plug-in Debugging
Attaching the Debugger to the Host Process
Plug-in Profiler
Plug-in Samples
Plug-in Distribution
Summary
26 Process Development
Actions
When to Use Actions
How to Use Actions
Business Process Flows
Enabling an Entity for BPF
Enabling Default BPFs
Designing a BPF
Dialogs
Input Arguments
Variables
Steps
Dialog Activation
Testing the Dialog
Workflows
Asynchronous Workflows
Real-Time (Synchronous) Workflows
Workflow Scope
Task Flows
Creating Workflows in Windows Workflow Foundation with Visual Studio
No-Code Workflows
Custom Workflow Activities
Summary
27 SharePoint
SharePoint and Dynamics CRM 2016
Server-to-Server Integration with SharePoint
Client-to-Server Integration with SharePoint
Integration Features
Document Location Option
Record GUID in Folder Name
Extending the Integration
Entities
Configuration Message
Operations in SharePoint
OneNote Integration
Summary
28 Forms Authentication
IFD Defined
Claims-Based Authentication
Configuring IFD
SSL Certificates
AD FS 2.0
AD FS 3.0
Configuring AD FS
Configuring Claims-Based Authentication on CRM
Adding Relying Party Trust on AD FS
Configuring the CRM Application for Internet-Facing Deployment
Working with IFD and Multiple Organizations
DNS Server Configuration
Disabling IFD
Summary
29 On-Premises Deployments
Hardware and Software Considerations
Server
Windows Server Operating System
Active Directory Modes
Internet Information Services
Database
Microsoft Dynamics CRM Reporting Extensions
SharePoint Integration
Email Router
Exchange Server
POP3/SMTP
Microsoft CRM Client for Browsers
Microsoft CRM Office Client for Outlook
Licensing
Single- Versus Multiple-Server Deployment
Single-Server Deployment
Multiple-Server Deployments
Setting Up SQL Server
Dynamics CRM Setup Process
Microsoft Dynamics CRM Server Setup
Additional Steps
Microsoft Dynamics CRM Clients
Upgrading from Earlier Versions
Setting Up Your Business in Microsoft Dynamics CRM 2016
Summary
30 How to Get Support for Your System
Online Support
Basic Subscription Support
Enhanced Support
Professional Direct Support
Premier Support (for Large Accounts Only)
On-Premises Support
Pros and Cons of Manual Updates
Considerations When Installing Updates
Partner Support
Summary
31 FantasySalesTeam
Installation
Configuration
Account Types
Users
Game Setup
Final Configurations
Players
Fans
FST TV
Settings
Player Stats
Best Practices
Summary
32 Adxstudio Portals
What Does Adxstudio Portals Do?
Deployment of Adxstudio Portals
Adxstudio Portals Installer
Starter Portals
Adxstudio Portals Configuration
Entity Forms
Entity Permissions
Entity Lists
Web Forms
Summary
33 FieldOne
FieldOne Overview
FieldOne Sky Installation
FieldOne Sky Configuration
FieldOne Administration
Service Accounts and Billing Accounts
Work Orders
Schedule Board
FieldOne Sky Mobile App
Scheduling Using the FieldOne Sky Mobile App
Customizing the FieldOne Sky Mobile App
Summary
34 Voice of the Customer
Voice of the Customer Deployment
Voice of the Customer Configuration
Voice of the Customer Customization
Survey
Survey Responses
Response Outcomes
Voice of the Customer Troubleshooting
Summary
Index
