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Microsoft Dynamics CRM 2016 Customization

You're reading from Microsoft Dynamics CRM 2016 Customization Use a no-code approach to create powerful business solutions using Dynamics CRM 2016

Product type Paperback

Published in May 2016

Publisher Packt

ISBN-13 9781785881510

Length 374 pages

Edition 2nd Edition

Tools

Dynamics CRM

Concepts

CRM

Author (1):

Nicolae Tarla

View More author details

Table of Contents (8) Chapters

Preface

1. Getting Started

2. The Dynamics CRM Application Structure FREE CHAPTER

3. Dynamics CRM Customization

4. Building Better Business Functionality

5. Dynamics CRM – Additional Features

6. Dynamics CRM Administration

Index

Interactive Service Hub

New with Microsoft Dynamics CRM 2016 is the Interactive Service Hub. It was designed with a simplified interface based on the tablet and mobile application. This service hub is specifically built around the functionality used mostly by customer service representatives.

The design revolves around functional requirements and ease of access to information. The functionality around the Service tab is brought forward, with access to Accounts, Contacts, Cases, and a few other entities, along with specifically designed interactive dashboard for Tiers 1 and 2 of customer service:

Tier 1 Dashboard brings an interactive experience, which allows a customer service representative to interact with the various elements directly on the dashboard. Various Streams present grouped information in vertical columns on the dashboard. Data in Streams is aggregated from views or queues.

The Streams comprise multiple Tiles which present various record specific data. Tiles can be expanded to...

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Authors (1)

Nicolae Tarla

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.

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