Fundamentals of CRM with Dynamics 365 and Power Platform

Enhance your customer relationship management by extending Dynamics 365 using a no-code approach

Nicolae Tarla 지음

Packt(GCO Science) 2020년 10월 06일 출간

작품소개

책소개

Explore the latest features of Dynamics 365 and Power Platform's out-of-the-box tools to build custom business solutions for your organization

▶Book Description
Microsoft Dynamics 365 provides a vast array of tools and applications to meet various Customer Engagement requirements. This Customer Relationship Management (CRM) guide covers the latest advancements in Dynamics 365 and Power Platform that help organizations adapt to changing market conditions for agility and resilience.

With this book, you'll explore the core platform functionality of Dynamics 365 and explore its wide range of components for transforming your business with new services and capabilities. You'll learn the basics of configuration and customization to enhance the functionality of Microsoft Dynamics 365 CRM and create solutions and custom applications by leveraging features such as apps, portals, automation, and business intelligence. As you advance, you'll understand how Power Platform drives Dynamics 365 and how various integration capabilities add value by providing a comprehensive view of data aggregated across different systems and data sources. Finally, you'll delve into core administration concepts that will help you to manage extensions added to the platform.

By the end of this book, you'll have learned how to tailor Microsoft Dynamics 365 to fit your organization's requirements and tweak the platform to meet your business needs.

▶What You Will Learn
？ Get to grips with Power Platform for building and enhancing Dynamics 365 apps
？ Integrate Dynamics 365 CRM with Microsoft 365, Azure, and other platforms
？ Discover how you can customize existing entities and create new ones
？ Explore various security features and grant users access to CRM data and functions
？ Find out which CRM attributes are used to automate operations with programming
？ Use internal and external social data to help users to make informed decisions

▶Key Features
？Discover impressive Dynamics 365 features to transform your business and increase productivity
？Leverage the platform's extensibility to meet your organizational needs
？Understand how Power Platform powers Dynamics 365 and enhances its integration capabilities

▶Who This Book Is For
This book is for customers and project stakeholders, new functional consultants, business administration users, and project managers looking to get up and running with the latest features of Dynamics 365 and Power Platform. This guide will help non-developers become acquainted with a no-code approach to customization and configuration. A basic understanding of relational data and customer management concepts will help you get the most out of this book.

목차

▶TABLE of CONTENTS
▷ Section 1 - Platform Structure and Extensibility Capabilities
1. Getting Started with Dynamics 365
2. Dynamics 365 Platform Structure

▷ Section 2 - Default Modules Available with the Platform
3. Dynamics 365 Sales Application
4. Dynamics 365 Customer Service
5. Dynamics 365 Field Service
6. Dynamics 365 Project Service Automation
7. Dynamics 365 Marketing

▷ Section 3 - Customization, Configuration, and Extensibility
8. Dynamics 365 Customer Engagement and Power Platform
9. Customizing Dynamics 365
10. Building Better Business Functionality

▷ Section 4 - Integrations
11. Out-of-the-Box Integration Capabilities
12. Custom Integration Capabilities

▷ Section 5 - Administration
13. Core Administration Concepts

책 속으로

▶What this book covers
？ Chapter 1, Getting Started with Dynamics 365, presents you with an introduction to the platform, an overview of the cloud offering model, and the steps to create your first free trial instance.

？ Chapter 2, Dynamics 365 Platform Structure, delves into the platform structure and core capabilities and introduces you to the core concepts around finding your way through the various functional applications.

？ Chapter 3, Dynamics 365 Sales Application, introduces you to the Sales application and its available features.

？ Chapter 4, Dynamics 365 Customer Service, moves on to the Customer Service application, introducing you to its intended purpose.

？ Chapter 5, Dynamics 365 Field Service, looks at the Field Service application and its set of services available to users.

？ Chapter 6, Dynamics 365 Project Service Automation, tackles the Project Service Automation (PSA) application and feature set.

？ Chapter 7, Dynamics 365 Marketing, presents the application and features released with the new Marketing offering.

？ Chapter 8, Dynamics 365 Customer Engagement and Power Platform, looks at how the Power Platform powers the core functionality for the various Dynamics 365 applications.

？ Chapter 9, Customizing Dynamics 365, assumes that once you are familiar with the existing applications offered, you will want to either extend these applications to fit your specific business needs or create entirely new applications.

？ Chapter 10, Building Better Business Functionality, builds on the concepts learned so far, and looks at automating business needs, making for better user experience and closer alignment with existing business processes.

？ Chapter 11, Out-of-the Box Integration Capabilities, looks at the configurable integration options. The platform leverages a set of adjacent services for extended features and functionality.

？ Chapter 12, Custom Integration Capabilities, builds on the concept that a well-integrated platform presents more value. It looks at various integration options, allowing direct integration with other external and third-party solutions.

？ Chapter 13, Core Administration Concepts, presents an overview of the most common administrative options available for a well-tuned solution.

출판사 서평

▶ Preface
This book presents an overview of the Dynamics 365 core capabilities, the solutions available out of the box, as well as the underlying platform powering this suite of solutions. The book takes you on a journey through the basics of the platform, looking at each functional app and its capabilities. In this book, in the later chapters, we will look at the basic configuration options and integration capabilities, and conclude with an overview of the administration capabilities.

작가정보

저자(글) Nicolae Tarla

Nicolae Tarla is an Independent Consultant focused on business transformation, enterprise architecture, and digital transformation. He has architected and implemented business solutions for over 15 years for private and public sectors, at both enterprise and SMB level. With a passion for CRM, he has touched multiple platforms during his career and continues to recommend the best business solutions for clients. He was awarded the Microsoft MVP for four consecutive years. He is actively involved with the leadership team for the local D365UG and participates in organizing the local D365 Saturday events. He continues to share his knowledge through his personal blog and other channels. His Twitter handle is @niktuk.