Microsoft Dynamics CRM 2016 Unleashed: With Expanded Coverage of Parature, ADX and FieldOne

Microsoft Dynamics®CRM 2016 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing every new Online and On-Premises version of Dynamics CRM 2016. Leading Dynamics implementer Marc Wolenik presents comprehensive coverage of configuring, customizing, and operating Dynamics to serve your organization’s unique needs. He illuminates Microsoft’s renewed focus on services, via the Interactive Service Hub (ISH) and advanced cross-platform mobile client support. You’ll also find extensive new coverage of key enhancements including xRM, Adxstudio Portals, FieldOne, Parature, Voice of the Customer, and FantasySalesTeam gamification.

In addition, this book is part of Sam’s Content Update Program. As Microsoft updates features of Windows 10, sections of this book will be updated or new sections will be added to match the updates to the software. The updates will be delivered to you via a free Web Edition of this book, which can be accessed with any Internet connection.

Wolenik’s example-rich guidance will be invaluable to every IT professional who intends to work with Dynamics CRM 2016, regardless of her experience with Dynamics, Salesforce, or other CRM solutions. Drawing on extensive insider knowledge, he systematically explains how Dynamics CRM 2016 works, why it works that way, and how to maximize its value. You’ll find proven best practices for using every significant Dynamics capability–information available in no other book.

Detailed information on how to…

• Compare each version of Dynamics CRM 2016, make your best choice, and deploy painlessly
• Leverage Dynamics CRM 2016 as a complete customer engagement solution for all channels and devices
• Quickly apply capabilities that previously required extensive programming or complex workarounds
• Efficiently manage accounts, leads, campaigns, collateral, cases, contacts, opportunities, orders, products, quotes, invoices, teams, and more
• Integrate schedules, cases, contacts, and product/service information
• Build powerful automated workflows, processes, and complete solutions
• Customize product catalogs to reduce SKUs, create bundles, and define up-sells or cross-sells
• Capture the Voice of the Customer with powerful new survey tools
• Build state-of-the-art customer service dashboards
• Create seamless, mobile-optimized self-service web portals with Adxstudio
• Make CRM more fun and compelling with FantasySalesTeam games
• Extend Dynamics CRM 2016 with custom plug-ins and add-ons

Table of Contents

Chapter 1 How This Book Is Arranged
Chapter 2 New Features Of Microsoft Dynamics Crm 2016
Chapter 3 Customizing And Designing Applications Within Dynamics Crm 2016 (Xrm)
Chapter 4 Crm 2016 Online
Chapter 5 Navigation
Chapter 6 Working With Customers
Chapter 7 Working With Sales
Chapter 8 Working With Marketing
Chapter 9 Microsoft Dynamics Marketing
Chapter 10 Working With Service
Chapter 11 The Interactive Service Hub
Chapter 12 Parature
Chapter 13 The Unified Service Desk (Usd)
Chapter 14 Microsoft Dynamics Social Engagement
Chapter 15 Yammer
Chapter 16 Reporting And Dashboards
Chapter 17 Settings
Chapter 18 Mobility
Chapter 19 Outlook Configuration
Chapter 20 Email Configuration
Chapter 21 Office Integration
Chapter 22 Customizing Entities
Chapter 23 Web Services
Chapter 24 Azure Extensions
Chapter 25 Plug-Ins
Chapter 26 Process Development
Chapter 27 Sharepoint
Chapter 28 Forms Authentication
Chapter 29 On-Premises Deployments
Chapter 30 How To Get Support For Your System
Chapter 31 Fantasysalesteam
Chapter 32 Adxstudio Portals
Chapter 33 Fieldone
Chapter 34 Voice Of The Customer