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Microsoft Dynamics CRM 2016 Customization
Microsoft Dynamics CRM 2016 Customization

Microsoft Dynamics CRM 2016 Customization: Use a no-code approach to create powerful business solutions using Dynamics CRM 2016 , Second Edition

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Profile Icon Nicolae Tarla
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Full star icon Full star icon Full star icon Half star icon Empty star icon 3.2 (6 Ratings)
Paperback May 2016 374 pages 2nd Edition
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NZ$39.99 NZ$57.99
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Arrow left icon
Profile Icon Nicolae Tarla
Arrow right icon
Free Trial
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.2 (6 Ratings)
Paperback May 2016 374 pages 2nd Edition
eBook
NZ$39.99 NZ$57.99
Paperback
NZ$71.99
Subscription
Free Trial
eBook
NZ$39.99 NZ$57.99
Paperback
NZ$71.99
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Free Trial

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Microsoft Dynamics CRM 2016 Customization

Chapter 2. The Dynamics CRM Application Structure

In the previous chapter, we described how to get a Dynamics CRM Online environment up and running, configure your Outlook to integrate with this environment, and add an Office 365 E3 Trial. With this environment available now, we can start to look at some of the components of this system. We will investigate the modules that are, as default, a part of Microsoft Dynamics CRM, and the features of each of these modules.

This chapter is structured around four main categories. They are:

  • The Dynamics CRM modules
  • Dynamics CRM application elements
  • The extensibility options
  • Application Navigation

Microsoft Dynamics CRM is Microsoft's platform for Customer Relationship Management. This system allows a company to manage interactions with current and future potential customers. Usually, a CRM system is part of a bigger picture, involving customer service, customer experience, customer retention, and other aspects. The CRM platform fits into...

Dynamics CRM modules

While Microsoft used to market Dynamics CRM as a platform under the xRM term, and is encouraging partners to extend it to cover various aspects of businesses, by default, the product includes three major modules:

  • Sales
  • Service
  • Marketing

At the time of writing, the platform is at version 2016. It has greatly evolved over the years, and is currently one of the top players in the market.

With this evolution, all the standard modules have been enhanced, and new functionality has been added. Currently, each one of the modules can function either independently or in conjunction with the others by sharing data and providing full visibility on customers across all modules. The clear definitions between these modules are getting blurrier as the need to transfer data across practices evolves. Business processes span across these modules also, and gain a more central role in the way the user interacts with CRM, to the point where they often pass across from one module to another,...

Dynamics CRM application elements

Dynamics CRM in comprised of a few standard elements working together to achieve the system's functionality.

Modules

As seen earlier in this chapter, Modules are a grouping of functionalities that serve a specific business scope. The standard modules provided by Microsoft include Sales, Service, and Marketing.

The Sales module deals with all functionality needed to progress a Lead to fruition.

The Service module focuses on tracking activities related to existing customer interactions. This module focuses on caring for customers, and helps the representatives build a better relationship with existing customers.

The Marketing module deals with engaging existing and potential customers, by facilitating marketers to plan, execute, and gauge the success of campaigns engaging customers across multiple channels. This module also helps marketers quantify the success of each campaign and the impact of your marketing efforts.

Entities

Entities are containers used to...

The Extensibility options

The Dynamics CRM is a very flexible platform, with a multitude of extensibility options. The system can be extended through various methods and components. Third-party solutions can be acquired from the Dynamics CRM Marketplace, and internal customizations can be performed, packaged, and exported from one environment to another.

The following chapter will go into details regarding the customization options available when working with Dynamics CRM.

Application navigation

User experience has evolved a lot with each new version of Dynamics CRM. This continues with the release of Dynamics CRM 2015, where the navigation was again redesigned based on user feedback. In line with the Windows 8 tiled interface, the navigation has been enhanced to present the user with options to get to data with less clicks, and to flatten the interface. As part of this process, now navigation is less obtrusive, takes less screen real estate, and is more dynamic. The sub-layers of navigation have been restructured to minimize the amount of scrolling. As such, new groups have been created and present options vertically as smaller tiles.

The default navigation is presented as such:

Application navigation

The navigation remains highly customizable, and the logical modules are clearly presented. This navigation can easily be changed to add new modules, remove existing ones, and rearrange items.

The application ribbons have also been redesigned, with a similar horizontal display at the...

Summary

Throughout this chapter, we looked at some of the most important elements comprising the Microsoft Dynamics CRM platform. We have reviewed the three standard modules structuring the default Dynamics CRM platform: Sales, Service, and Marketing. We also looked at the major components of these modules, and how they relate to a specific module or work across multiple modules. We also looked at entities, what an entity is in the context of Dynamics CRM, and we reviewed Dashboards, Reports, and the default Navigation through the application. At this point, we should have an understanding of how everything ties together, and what to look for when we need to customize the system.

The next chapter will take you through some of the most common elements comprising an entity, the available customization options as well as working with existing and new entities.

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Key benefits

  • Latest guide on customizing your system using various features in Dynamics CRM 2016;
  • Highly practical, example-rich guide that gives you power to bend Dynamics CRM to maximize profits in your organization;
  • A no-code guide that is easy to follow for even non-programmers

Description

Microsoft Dynamics CRM is a Microsoft solution to satisfy the various needs of customer relationship management and is already equipped to be flexible to meet the needs of businesses. With Microsoft Dynamics CRM 2016, many new features were added for social, marketing, sales, and integration with other tools. These features add many dimensions to customization. This book will not only showcase how CRM can be customized, but will also be your guide on how the latest advancements in Dynamics CRM 2016 can be used to benefit your business. You will learn how to enhance the functionality of Microsoft Dynamics CRM 2016 and use it to serve different businesses of various scales. You will see how to get ready to customize CRM and then quickly move on to grasp the CRM app structure, which will help you customize Dynamics CRM better. You will find out how to customize CRM for sales, service, marketing, and social. We’ll also show you how CRM 2016 can be seamlessly embedded into various productivity tools, and how to customize CRM for machine learning and contextual guidance. Finally, we’ll also cover the latest advancements in CRM’s mobile capabilities and its complete offline support so you can better customize it.

Who is this book for?

If you are new to Dynamics CRM or a seasoned user looking to enhance your knowledge of the platform, then this book is for you. It is also for skilled developers who are looking to move to the Microsoft stack to build business solution software

What you will learn

  • Configure Outlook to integrate with your Dynamics CRM online instance
  • Manage the existing application structure by understanding how to extend and/or modify the modules and update the navigation
  • Find out how to use different entity views in order to get a 360-degree view of customer data
  • Map modern business processes to the platform to enhance the user experience
  • Use different Dynamics CRM processes such as dialogs, workflows, actions, and business process workflows
  • Use internal and external social data to enhance the user s ability to make the right decisions
  • Dive into generic administration options such as managing configuration and customization to become a power user

Product Details

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Publication date, Length, Edition, Language, ISBN-13
Publication date : May 27, 2016
Length: 374 pages
Edition : 2nd
Language : English
ISBN-13 : 9781785881510
Vendor :
Microsoft
Category :
Concepts :

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Product Details

Publication date : May 27, 2016
Length: 374 pages
Edition : 2nd
Language : English
ISBN-13 : 9781785881510
Vendor :
Microsoft
Category :
Concepts :

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Table of Contents

7 Chapters
1. Getting Started Chevron down icon Chevron up icon
2. The Dynamics CRM Application Structure Chevron down icon Chevron up icon
3. Dynamics CRM Customization Chevron down icon Chevron up icon
4. Building Better Business Functionality Chevron down icon Chevron up icon
5. Dynamics CRM – Additional Features Chevron down icon Chevron up icon
6. Dynamics CRM Administration Chevron down icon Chevron up icon
Index Chevron down icon Chevron up icon

Customer reviews

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Rating distribution
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.2
(6 Ratings)
5 star 33.3%
4 star 16.7%
3 star 0%
2 star 33.3%
1 star 16.7%
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Andres Williams Herrera Dec 23, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Libro muy didáctico, un excelente manual para adentrase en CRM
Amazon Verified review Amazon
Amazon Customer Oct 10, 2016
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Easy to follow. Helped us uncover some of the great new features of 2016. Overall, two thumbs up. It was a great purchase for an intermediate user, like myself.
Amazon Verified review Amazon
Amazon Customer Aug 15, 2016
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
Good book with plenty of examples
Amazon Verified review Amazon
aleafonso Dec 04, 2016
Full star icon Full star icon Empty star icon Empty star icon Empty star icon 2
The content is way to superficial. It barely scratches Dynamics CRM capabilities. The link to create an environment and being able to follow the document by practicing does not work ([...]). The link is provided in section "Steps to Setting up an Environment". It's full of typos especially in Chapter 6: "Administration oncepts" (instead of Concepts), "The ettings rea" (instead of settings area), and so on!
Amazon Verified review Amazon
Rkdmorris Aug 29, 2016
Full star icon Full star icon Empty star icon Empty star icon Empty star icon 2
The book is way too basic even for a novice like me. It does not provide much if any information on customizing other than what you can find on the microsoft pages.
Amazon Verified review Amazon
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