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Author:   Sarah Critchley
Publisher:   APress
Imprint:   APress
Edition:   2nd ed.
Weight:   1.068kg
ISBN:  

9781484259108

ISBN 10:   1484259106
Pages:   544
Publication Date:   26 June 2020
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand  
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Introduction – Pages - 5 Chapter Goal: Discuss what Dynamics 365 CE is, the latest news e.g. version 9.0 and the unified client (mention web refresh) , what the sections will cover. This book will be split into two – ‘Setup’ and ‘Configuration’ – the fact that you should be looking at best ways to do it and less technical debt. Part I - SETUP Chapter 1:  Customer Management Chapter Goal: For the reader to learn about how customers are used within Dynamics 365 CE, what they link to and how they operate in the context of Activities and Microsoft Outlook No of pages 20 Sub -Topics 1.      Account and Contacts 1.      Outlook Integration for Dynamics 365 CE Online 2.      Timeline and Activity Management Chapter 2:  Customer Service Chapter Goal: For the reader to learn how to deliver a more omni channel customer service experience using the standard features of Dynamics 365 CE No of pages: 40 Sub - Topics 1.      Case Management (including Categories) 2.      Routing and Queues 3.      Knowledge Base Implementation and Feedback 4.      Microsoft Portals Configuration for Self-Service 5.      SLAs and Entitlements 6.      Social Engagement 7.      Setting up Cognitive Services for Knowledge Article Suggestions   Chapter 3: Sales Chapter Goal: For the reader to learn what the standard sales lifecycle is, common customization points and how-to setup the standard Product Catalog No of pages : 25 Sub - Topics:            1.      Product Catalog Setup and Management 2.      Leads to Invoice Sales Lifecycle with Product Catalog Integration 2.      Setting up Product Suggestion Model using Cognitive Services 3.      Creating Microsoft Word Templates for Quotes, Orders and Invoices Chapter 4: Security Model Chapter Goal: For readers to understand how the Dynamics 365 CE Security Model works and operates No of pages:10 Sub - Topics: 1.      1.Security Model Overview 2.      Business Units, Teams and Users 3.      Access Teams 4.      Hierarchal and Positional Security   Chapter 5: Field Service and Resource Scheduling Chapter Goal: For readers to understand the basics of Field Service and Resourcing Capability which comes as standard No of pages: 15 TBC. This is changing and will need to be updated Chapter 6: Mobile Application Chapter Goal: For readers to learn how to setup Dynamics 365 CE for Mobile No of pages: 20 1.      Setup 3.      Task Flows 4.      Offline    Chapter 7: Reporting Chapter Goal: For readers to understand the capabilities of Dynamics 365 CE Reporting No of pages: 20 5.       Views 6.       Dashboards 7.       Reports in Dynamics 365 Online 8.      Charts  Part II - CONFIGURATION Chapter 8: Processes Chapter Goal: For readers to understand the capabilities for configuring Dynamics 365 CE through custom processes No of pages: 30 1.      Business Process Flows 2.      Business Rules 3.      Workflows 4.      Actions Chapter 9: UI Customization and Relationships Chapter Goal: For readers to learn how to customize the user interface of Dynamics 365 and the relationships No of pages: 15 1.      Forms 2.      Relationships 3.      Custom Controls 4.      Mobile   Chapter 10: App Framework Chapter Goal: For readers to understand what the App Framework is and how to create ‘Apps’ within Dynamics 365 No of pages: 15 1.      App Framework Overview 2.      App Designer 3.      Site Map Designer 4.      Configuration   Chapter 11: Power Automation Chapter Goal: For readers to understand Microsoft Flow’s basic capabilities No of pages: 20 This is changing and will need to be updated Chapter 12: Managed Vs Unmanaged Solutions Chapter Goal: Discussion on solutions design and layering Chapter 13: Common Data Service for Apps Chapter Goal: For readers to understand what the Common Data Service is and how to get started with integrations through the UI. No of pages: 20 Chapter 14: Getting started with CDS Portals Chapter Goal: To connect a portal to a CDS for Apps environment that does not have any Dynamics 365 applications (Sales, Service, or Marketing) preinstalled Chapter 15: Dynamics 365 for Marketing

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Author Information

Sarah Critchley is a Microsoft Dynamics Business Applications MVP, published author, and an experienced technical consultant who has worked on numerous business system implementations, now working as Lead Architect for Customer Service at Hitachi Solutions NA. She manages the strategy around all customer service technology, including Dynamics 365 Customer Service, Omni Channel Engagement, Forms Pro, Power Virtual Agent, and more. Having led software projects in numerous industries, including healthcare and the public sector, she works across all areas of the project life cycle: demonstrations, design, architecture, documentation, customization, and development. Sarah is heavily involved in community projects where she led and grew the Dynamics 365 & Power Platform UG in the UK for over three years, running technical events, and presenting on a variety of topics at conferences around the world.

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