Dynamics 365 CE Essentials

Sarah Critchley is a Microsoft Dynamics Business Applications MVP and an experienced technical consultant who has worked on numerous business system implementations, now working as the research and development industry solutions lead in an established worldwide business applications practice. Having led software projects in numerous industries including healthcare and the public sector, she works across all areas of the project life cycle from demonstrations, design, architecture, documentation, customization, and development. She gets involved in the technical community through chairing the CRM user group in the UK, running technical events, and presenting on technical and functional topics at conferences around the world.

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: Microsoft Flow



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: 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



This is changing and will need to be updated

Chapter 13: Dynamics 365 for Marketing