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Implementing Microsoft Dynamics 365 Customer Engagement
Implementing Microsoft Dynamics 365 Customer Engagement

Implementing Microsoft Dynamics 365 Customer Engagement: Configure, customize, and extend Dynamics 365 CE in order to create effective CRM solutions

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Implementing Microsoft Dynamics 365 Customer Engagement

Introduction to Dynamics 365 CE

This chapter will help you get started with Dynamics 365 Customer Engagement (CE), as well as help you understand its business applications and their uses. You will learn about the history of the Microsoft Dynamics family, as well as about the products that were part of the Microsoft Dynamics family before Microsoft Dynamics 365. You will also learn about the various Dynamics 365 CE editions, which will help you understand which edition is most suited for your organization.

Then, you will learn about the different apps that are available as part of Dynamics 365 and their uses. Later, we will discuss the different deployment options that will be useful for Dynamics 365 CE implementation planning. We will also discuss the different ways we can access Dynamics 365 CE based on our user requirements. Finally, you will be able to set up a quick trial...

Technical requirements

This chapter doesn't have any technical requirements; we are merely helping you get started with Dynamics 365 CE. We will be covering the introduction of earlier versions of Dynamics Customer Relationship Management (CRM) to give you an added advantage in this area.

Introduction to Dynamics 365

If you are new to the Microsoft Dynamics product family and haven't worked with Dynamics before, you can consider it a collection of business applications. Now, you might be wondering, what a business application is? This is a piece of software that is specially built for automating business activities. In this case, business activities mean the processes used in the various departments of a business. These processes are dependent on the type of business you are doing.

For example, if you are running a service-based company, your process automation will be related to the services that you provide to your customer. An automobile service company can use business applications to manage their daily service requests, handle roadside assistance inquiries, deal with maintenance requests, and workorder generations. Similarly, if you are running a company...

Introduction to Dynamics 365 apps

Instead of individual applications in the earlier version of Microsoft Dynamics, Dynamics 365 broke down the functionality of its applications into smaller apps and brought them under a single roof. The following diagram explains the different apps under Dynamics 365:

The aforementioned apps include different functionalities and can be used for different purposes. We'll take a closer look at these different apps in the following subsections.

Sales

The Sales app can be used to implement an end-to-end sales process. This app provides generic guided sales processes that help users close their sales quickly and manage their customers, leads, opportunities, orders, invoices, and other sales...

Introduction to Dynamics 365 CE

After Dynamics CRM 2016 update 8.1 (in earlier versions, it was known as Dynamics CRM), we got the service update 8.2 release and Microsoft rebranded Dynamics CRM to Dynamics 365 CE. Just like other versions, Dynamics 365 did not come with a major release but with a service update for their online customers that was applied to on-premise customers as well. Dynamics 365 CE is a combination of sales, marketing, customer service, field service, project service apps, and other services. It is a new generation intelligence CRM application. All first-party apps, such as Sales, Marketing, Customer Service, Field Service, and Product Service Automation, are highly customizable and extendable, and all these apps provide out-of-the-box integration support for different Microsoft projects, such as SharePoint, OneNote, Microsoft Flow, Power BI, Azure, and Microsoft...

Understanding deployment options

Dynamics 365 CE is for everyone, whether you want to utilize a cloud infrastructure, or you want to reuse your existing infrastructure for Dynamics 365 CE. In a broad way, we can deploy Dynamics 365 CE using the following options.

Cloud

This is the easiest and simplest option if you wish to utilize Dynamics 365 CE capabilities by taking out a Dynamics 365 subscription from Microsoft. Dynamics 365 CE online is hosted on Microsoft Azure datacenters, which are located across the globe. Microsoft has datacenter regions in the United States, Canada, Germany, India, Japan, and Oceania.

Refer to http://o365datacentermap.azurewebsites.net/ for a complete list of datacenters.

When you buy a subscription...

Dynamics 365 CE clients

Dynamics 365 CE clients allow users to access the Dynamics 365 CE organization. Users can access the Dynamics 365 CE using the following clients.

Web client

The web client allows users to access the Dynamics 365 CE organization using a browser and a specific organization URL. Dynamics 365 CE supports all popular browsers, including Internet Explorer, Microsoft Edge, Firefox, Chrome, and Safari. It is the most popular client for accessing Dynamics 365 CE because we don't need to install any programs. You can access different apps that have been installed for your Dynamics 365 CE organization from here. Sitemap navigation allows you to access various areas of Dynamics 365 CE in the web client easily...

Understanding subscription options

Microsoft also simplified the licensing model for Dynamics 365 CE. Dynamics 365 Subscription can be purchased based on the user subscriptions shown in the following diagram:

Light User are normal users, known as team members. They have read-only access to all the apps, with read and write access to limited entities. This type of license is best suited for users who perform light tasks, such as accessing data for read-only purposes, running reports, and using the dashboard. Full User are basically Dynamics 365 CE power users, and they have full access to all the features.

Device subscription is suited for call centers where multiple users share the same devices but use their own logins. With different user subscriptions, organizations can select the Dynamics 365 subscription plan that provides the best and the most flexible options. Based on...

Setting up a Dynamics 365 online trial

To experience Dynamics 365 CE capabilities and test its features, we can set up a quick 30-day trial. To set up the trial, follow these steps:

  1. Open your browser and go to the following link: https://signup.microsoft.com/Signup?OfferId=bd569279-37f5-4f5c-99d0-425873bb9a4b&dl=DYN365_ENTERPRISE_PLAN1&Culture=en-us&Country=us&ali=1.
  2. On the page that opens, select your country. Based on this information, your Dynamics 365 CE organization will be hosted on the nearest Azure datacenter. For this example, I have selected India. Fill out the rest of the details that are required, as shown in the following screenshot, and click Next:
  1. On the next screen, enter your admin user and organization details. Your Dynamics 365 CE organization will use this user as the admin. You can add other users that. After that, click on the Create my...

Summary

In this chapter, we learned about Dynamics 365 and Dynamics 365 CE. We discussed the various apps that are available under the Dynamics 365 Hub. We also learned about the different ways we can deploy Dynamics 365 CE applications, along with the available client options that can be used to access Dynamics 365 CE. Finally, we discussed the different subscription options that are available in Dynamics 365 for customers and learned how to set up a 30-day trial.

In the next chapter, we are going to discuss project management and different methodologies that can be used for better project management. Then, we will discuss the methodologies that are used the most when implementing Dynamics 365 CE.

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Key benefits

  • Explore different tools to evaluate, implement, and proactively maintain Dynamics 365 for CE
  • Integrate Dynamics 365 CE with applications such as Power BI, PowerApps, and Microsoft Power Automate
  • Design application architecture, explore deployment choices, and perform data migration

Description

Microsoft Dynamics 365 for Customer Engagement (CE) is one of the leading customer relationship management (CRM) solutions that help companies to effectively communicate with their customers and allows them to transform their marketing strategies. Complete with detailed explanations of the essential concepts and practical examples, this book will guide you through the entire life cycle of implementing Dynamics 365 CE for your organization or clients, and will help you avoid common pitfalls while increasing efficiency at every stage of the project. Starting with the foundational concepts, the book will gradually introduce you to Microsoft Dynamics 365 features, plans, and products. You’ll learn various implementation strategies and requirement gathering techniques, and then design the application architecture by converting your requirements into technical and functional designs. As you advance, you’ll learn how to configure your CRM system to meet your organizational needs, customize Dynamics 365 CE, and extend its capabilities by writing client-side and server-side code. Finally, you’ll integrate Dynamics 365 CE with other applications and explore its business intelligence capabilities. By the end of this Microsoft Dynamics 365 book, you’ll have gained an in-depth understanding of all the key components necessary for successful Dynamics 365 CE implementation.

Who is this book for?

This book is for consultants, project managers, administrators, and solution architects who want to set up Microsoft Dynamics 365 Customer Engagement in their business. Although not necessary, basic knowledge of Dynamics 365 will help you get the most out of this book.

What you will learn

  • Explore the new features of Microsoft Dynamics 365 CE
  • Understand various project management methodologies, such as Agile, Waterfall, and DevOps
  • Customize Dynamics 365 CE to meet your business requirements
  • Integrate Dynamics 365 with other applications, such as PowerApps, Power Automate, and Power BI
  • Convert client requirements into functional designs
  • Extend Dynamics 365 functionality using web resources, custom logic, and client-side and server-side code
  • Discover different techniques for writing and executing test cases
  • Understand various data migration options to import data from legacy systems
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Publication date : Mar 06, 2020
Length: 426 pages
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Language : English
ISBN-13 : 9781838556877
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Length: 426 pages
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Language : English
ISBN-13 : 9781838556877
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Table of Contents

13 Chapters
Introduction to Dynamics 365 CE Chevron down icon Chevron up icon
Implementation Methodology Chevron down icon Chevron up icon
Requirement Gathering and Analysis Chevron down icon Chevron up icon
Preparing Functional and Technical Design Documents Chevron down icon Chevron up icon
Configuring Your Dynamics 365 CE Organization Chevron down icon Chevron up icon
Customizing Dynamics 365 CE Chevron down icon Chevron up icon
Extending Dynamics 365 CE Chevron down icon Chevron up icon
Integrating Dynamics 365 CE with Other Applications Chevron down icon Chevron up icon
Business Intelligence and Reporting Chevron down icon Chevron up icon
Testing and User Training Planning Chevron down icon Chevron up icon
Migration and Upgrade Chevron down icon Chevron up icon
Deployment and Go-Live Support Chevron down icon Chevron up icon
Other Books You May Enjoy Chevron down icon Chevron up icon

Customer reviews

Rating distribution
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.5
(2 Ratings)
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Feng Li Sep 18, 2022
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na
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Robert Richards Sep 30, 2022
Full star icon Full star icon Empty star icon Empty star icon Empty star icon 2
There is a lot of detail in this book, but it was difficult for me to ascertain how the system operates at a macro level and dive into the detail that mattered the most for me. For a person who already understands this system it may suffice. For the novice trying to learn what is important, and what details are not as important - didn't do it for me.
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