Dynamics 365 CE Essentials

Introduction – Pages - 5 <p>Chapter Goal: Discuss what Dynamics 365 CE is, the latest news e.g. version 9.0 and the unified client (mention web refresh) , what the sections will cover. This book will be split into two – ‘Setup’ and ‘Configuration’ – the fact that you should be looking at best ways to do it and less technical debt.</p><p>Part I - SETUP</p>

Chapter 1: &nbsp;Customer Management <p>Chapter Goal: For the reader to learn about how customers are used within Dynamics 365 CE, what they link to and how they operate in the context of Activities and Microsoft Outlook</p>

<p>No of pages 20</p>

<p>Sub -Topics</p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Account and Contacts</p>

1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Outlook Integration for Dynamics 365 CE Online<p></p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Timeline and Activity Management</p>

Chapter 2: &nbsp;Customer Service <p>Chapter Goal: For the reader to learn how to deliver a more omni channel customer service experience using the standard features of Dynamics 365 CE</p>

<p>No of pages: 40</p>

<p>Sub - Topics </p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Case Management (including Categories)</p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Routing and Queues</p>

<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Knowledge Base Implementation and Feedback</p>

<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Microsoft Portals Configuration for Self-Service</p>

<p>5.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; SLAs and Entitlements</p>

<p>6.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Social Engagement</p>

<p>7.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Setting up Cognitive Services for Knowledge Article Suggestions</p>

<p>&nbsp;</p>

Chapter 3: Sales <p>Chapter Goal: For the reader to learn what the standard sales lifecycle is, common customization points and how-to setup the standard Product Catalog</p>

<p>No of pages : 25</p>

<p>Sub - Topics:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Product Catalog Setup and Management</p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Leads to Invoice Sales Lifecycle with Product Catalog Integration</p>

2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Setting up Product Suggestion Model using Cognitive Services <p></p>

<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Creating Microsoft Word Templates for Quotes, Orders and Invoices</p>

Chapter 4: Security Model <p>Chapter Goal: For readers to understand how the Dynamics 365 CE Security Model works and operates</p>

<p>No of pages:10</p>

<p>Sub - Topics: </p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 1.Security Model Overview</p>

2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Business Units, Teams and Users<p></p>

<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Access Teams</p>

<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Hierarchal and Positional Security</p>

<p>&nbsp;</p>

Chapter 5: Field Service and Resource Scheduling <p>Chapter Goal: For readers to understand the basics of Field Service and Resourcing Capability which comes as standard </p>

<p>No of pages: 15</p>

TBC. This is changing and will need to be updated<p></p>

Chapter 6: Mobile Application <p>Chapter Goal: For readers to learn how to setup Dynamics 365 CE for Mobile</p>

<p>No of pages: 20</p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Setup</p>

3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Task Flows <p></p>

<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Offline</p>&nbsp; &nbsp;Chapter 7: Reporting <p>Chapter Goal: For readers to understand the capabilities of Dynamics 365 CE Reporting</p>

<p>No of pages: 20</p>

<p>5.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Views</p>

<p>6.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Dashboards</p>

<p>7.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Reports in Dynamics 365 Online</p>

<p>8.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Charts</p>

<p>&nbsp;Part II&nbsp;- CONFIGURATION</p>

Chapter 8: Processes <p>Chapter Goal: For readers to understand the capabilities for configuring Dynamics 365 CE through custom processes</p>

<p>No of pages: 30</p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Business Process Flows</p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Business Rules</p>

3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Workflows<p></p>

<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Actions</p>

Chapter 9: UI Customization and Relationships <p>Chapter Goal: For readers to learn how to customize the user interface of Dynamics 365 and the relationships </p>

<p>No of pages: 15</p>

<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Forms</p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Relationships</p>

<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Custom Controls</p>

4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Mobile<p></p>

<p>&nbsp;</p>

Chapter 10: App Framework <p>Chapter Goal: For readers to understand what the App Framework is and how to create ‘Apps’ within Dynamics 365 </p>

<p>No of pages: 15</p>

1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; App Framework Overview<p></p>

<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; App Designer</p>

<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Site Map Designer</p>

<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Configuration </p>

<p>&nbsp;</p>

<p>Chapter 11: Microsoft Flow</p>

<p>Chapter Goal: For readers to understand Microsoft Flow’s basic capabilities</p>

<p>No of pages: 20 </p>

<p>This is changing and will need to be updated</p>

Chapter 12: Common Data Service for Apps <p>Chapter Goal: For readers to understand what the Common Data Service is and how to get started with integrations through the UI. </p>

<p>No of pages: 20 </p>

<p>This is changing and will need to be updated</p><p>Chapter 13: Dynamics 365 for Marketing<br></p>