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Mastering Microsoft Dynamics 365 Customer Engagement
Mastering Microsoft Dynamics 365 Customer Engagement

Mastering Microsoft Dynamics 365 Customer Engagement: An advanced guide to developing and customizing CRM solutions to improve your business applications , Second Edition

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Mastering Microsoft Dynamics 365 Customer Engagement

Working with Sales

The main purpose of the Dynamics 365 Sales module is to support 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 365 helps organizations provide effective selling capabilities. It helps the organization track sales activities and see its Sales pipeline.

Some examples of sales activities are as follows:

  • Creating a lead for potential sales in an organization
  • Adding notes and activities to the lead while trying to sell a product or service to the customer
  • Qualifying a lead to opportunity
  • Generating quotations and orders
  • Capturing competitor information

The stages of the sales process

A typical sales process consists of the following stages:

  • Lead-generation: This involves generating potential customers who may be interested in the products that the organization has to offer. Leads may be generated via different means. They could either be generated by the CRM Marketing process or by activities such as phone calls, emails, appointments, and so on.
  • Qualifying leads: After the leads are captured, each lead needs to be evaluated to understand their requirements in detail and the related products or services that the organization has to offer. Based upon the interaction with the lead, the lead may be converted into a viable opportunity.
  • Demonstrate value: After an opportunity has been identified, the next step is to identify the resources and the personnel that will pursue the lead prospect. They will try to capture different information...

Entities in Dynamics 365

Dynamics 365 provides revenue management and goal management processes, which can be easily customized to suit the business process of an organization. The following are the entities provided by Dynamics 365:

  • Leads, Contact, and Account: These entities are already listed as a part of the Marketing module. They represent the same business actors in the Sales module and in the Marketing module.
  • Opportunities: This represents an interaction with a lead that may be converted into a revenue-generating avenue for the organization.
  • Competitors: These represent third-party organizations that are competing with the organization for the services required by the customer.
  • Product: This may represent a resource, service, or item offered by the organization for the services of the client.
  • Product unit: This represents the possible unit of groups in which the product...

Case studies

In the following section, we will go through case studies to understand the Sales module of Dynamics 365.

Scenario 1

Acme Ltd. utilizes Dynamics 365's out-of-the-box Sales module capabilities to capture leads from across three global sales offices and process them through lead qualification and the opportunity management life cycle.

The following are the three global offices:

  • New York head office, USA
  • London sales office, UK, for Europe
  • Mumbai sales office, India, for Asia

The requirements of Acme Ltd. are as follows:

  • Central reporting of opportunity management at the New York head office
  • Lead-capturing and qualification based on the location
  • Opportunity management

The following steps explain the process...

Summary

In this chapter, you learned about the Sales module of Dynamics 365, the entities involved in the Sales module, and the Sales life cycle in Dynamics 365. We also looked at some case studies for the Sales module in Dynamics 365.

In the next chapter, we will cover the Service module of Dynamics 365 and the entities involved in it. We will also look at some case studies for the Service module.

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Key benefits

  • Create efficient client-side apps and customized plugins that work seamlessly
  • Learn best practices from field experience to use Dynamics 365 efficiently
  • Unleash the power of Dynamics 365 to maximize your organization’s profits

Description

Microsoft Dynamics 365 is an all-in-one business management solution that's easy to use and adapt. It helps you connect your finances, sales, service, and operations to streamline business processes, improve customer interactions, and enable growth. This book gives you all the information you need to become an expert in MS Dynamics 365. This book starts with a brief overview of the functional features of Dynamics 365. You will learn how to create Word and Excel templates using CRM data to enable customized data analysis for your organization. This book helps you understand how to use Dynamics 365 as an XRM Framework, gain a deep understanding of client-side scripting in Dynamics 365, and create client-side applications using JavaScript and the Web API. In addition to this, you will discover how to customize Dynamics 365, and quickly move on to grasp the app structure, which helps you customize Dynamics 365 better. You will also learn how Dynamics 365 can be seamlessly embedded into various productivity tools to customize them for machine learning and contextual guidance. By the end of this book, you will have mastered utilizing Dynamics 365 features through real-world scenarios.

Who is this book for?

Mastering Microsoft Dynamics 365 Customer Engagement is for you if you have knowledge of Dynamics CRM and want to utilize the latest features of Dynamics 365. This book is also for you if you’re a skilled developer looking to move to the Microsoft stack to build business solution software. Extensive Dynamics CRM development experience will be beneficial to understand the concepts covered in this book.

What you will learn

  • Manage various divisions of your organization using Dynamics 365 customizations
  • Explore the XRM Framework and leverage its features
  • Provide an enhanced mobile and tablet experience
  • Develop client-side applications using JavaScript and the Web API
  • Understand how to develop plugins and workflows using Dynamics 365
  • Explore solution framework improvements and new field types

Product Details

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Publication date, Length, Edition, Language, ISBN-13
Publication date : Feb 28, 2019
Length: 572 pages
Edition : 2nd
Language : English
ISBN-13 : 9781788993838
Vendor :
Microsoft

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Product Details

Publication date : Feb 28, 2019
Length: 572 pages
Edition : 2nd
Language : English
ISBN-13 : 9781788993838
Vendor :
Microsoft

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Table of Contents

20 Chapters
Section 1: Introduction to Sales, Service, and Marketing Modules with a Unified User Interface Chevron down icon Chevron up icon
Working with Sales Chevron down icon Chevron up icon
Working with Service Chevron down icon Chevron up icon
Working with Marketing Chevron down icon Chevron up icon
Understanding the New Unified User Interface Chevron down icon Chevron up icon
Section 2: Understanding Customization and App Design Chevron down icon Chevron up icon
Designing Unified Interface Apps Chevron down icon Chevron up icon
Customization Enhancements in Dynamics 365 Chevron down icon Chevron up icon
Business Process Flows and Rules in Dynamics 365 Chevron down icon Chevron up icon
Section 3: Development Enhancements and Code Improvements in Dynamics 365 Chevron down icon Chevron up icon
Client-Side Scripting Chevron down icon Chevron up icon
Plugin Development with Dynamics 365 Chevron down icon Chevron up icon
Working with the XRM Framework Chevron down icon Chevron up icon
Mobile Enhancements in Dynamics 365 Chevron down icon Chevron up icon
Virtual Entities in Dynamics 365 Chevron down icon Chevron up icon
Section 4: Learning about the Portal, Configuration, and Security Enhancements in Dynamics 365 Chevron down icon Chevron up icon
Working with Dynamics 365 Portals Chevron down icon Chevron up icon
Configuration Enhancements in Dynamics 365 Chevron down icon Chevron up icon
Analytics with Dynamics 365 (Word and Excel Templates) 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 Full star icon Empty star icon 4
(3 Ratings)
5 star 33.3%
4 star 33.3%
3 star 33.3%
2 star 0%
1 star 0%
シバ Feb 24, 2020
Full star icon Full star icon Full star icon Full star icon Full star icon 5
色なシナリオを挙げながら詳細まで説明しております。各手順の画面キャプチャも付いております。この本のおかげでMB200試験に合格しました。
Amazon Verified review Amazon
Furuya.Syota Sep 04, 2021
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
業務レイヤで見るとできることは他のパッケージとあまり変わらないので、基幹システム導入経験がある場合は、業務フローは問題なくイメージできると思います。ただ、Dynamicsの書籍はあまりなく、触ったことがないと画面イメージは全く分からないと思います。日本の書籍と比べると画面の数が豊富であり、かなりイメージが湧きます。ただ、細かい機能は本書でも分からないので、Dynamics使ったことがある人にはあまり有益ではないかと思います。
Amazon Verified review Amazon
H Mar 19, 2019
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
日本でいうところの「できるExcel」とかの超初心者向けの内容です。英語ですがDynamics 365の画面のフルカラーのスクリーンショットで、押すべきボタンなどは赤枠で囲ってあるので何を言ってるか分からないということはまずありません。多いときは1ページに2画面スクリーンショットがあったりしてふんだんに画面のスクリーンショットを載せているせいで、画像がたくさんありすぎて内容はあまり突っ込んだことは解説していません。何も知らない超初心者がCustomer Engagementをちょっとだけ知ってる普通の人レベルにはなれます。何十万円もだして1日くらいしかやらない初心者向けセミナーに行くよりはこれを読んで学習したほうがいいです。kindleなら知らない単語があってもすぐ英和辞書が出るので電子書籍がお勧めです。本の内容としては「こういうことがしたい」というシナリオが何本かあって、それをDynamics365で実現するにはどうしたらいいかという感じです。Customer Engagement Portalに関して説明している書籍がこれくらいしかないのでPortal関連に期待したんですがLiquidの言及すら無し、エンティティリスト、エンティティフォーム、入力必須項目を設定したりエンティティフォームに入力項目を追加したり、webロールを適用したりくらいしかなかったのは残念でした。買った後に気づいたのですがなぜかgoogle play booksのほうが500円くらい?安いですねしかも販売元のPacktでebook購入すると$28だし、あらかじめPacktにユーザー登録しておくとPacktのEbookとセミナーが80%offになるクーポンが送られてくるし...こういうことはあらかじめ教えてもらいたかったわ人柱として報告させてもらいます。Dynamics365の参考書が少なすぎるのでもっと増えてほしいですね
Amazon Verified review Amazon
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