Dynamics 365 Essentials: Getting Started with Dynamics 365 Apps in the Common Data Service

Table of Contents
About the Author
About the Technical Reviewers
Acknowledgments
Introduction
Chapter 1: The Common Data Service
	Starting with the Common Data Service
	How Can the Common Data Service Be Accessed?
	Navigation Within the Common Data Service
	Summary
	Chapter Tasks
	Further Reading
Chapter 2: Customer Management
	Accounts and Contacts
		What Are Accounts and Contacts?
		Parent Accounts
		Standard Features Associated with Accounts and Contacts
			Address Entity
			360-Degree View of the Customer
	Email (Outlook) Integration for Dynamics 365 CE Online
	Activity Management and the Timeline
		What Are Activities?
		How Can They Be Used?
		The Timeline
	Summary
	Chapter Tasks
	Further Reading
Chapter 3: Customer Service
	What Are Cases and How Are They Used?
	The Lifecycle and Functionality of a Case
	Resolving Cases
	Core Case Relationships
	Phone Support, CTI, and Skype for Business
	Unified Service Desk
	Queues and Routing
		Creating and Configuring Queues
		Routing Rules
		Configuring a Rule Item
		Using Queues and Routing Rules to Manage Workloads
	Knowledge Base Implementation and Feedback
		Knowledge Article Lifecycle
		Knowledge Article Statuses
		Subjects and Categories
		Feedback
		Using the Feedback Entity on Custom Entities
	SLAs and Entitlements
		Creating a New SLA for the Case Record
		Setting Up Success Actions in the SLA Detail Record
	Entitlements
		Creating a New Entitlement
		Activating the Entitlement on a Case
	Microsoft Portals (Power Apps Portals) Configuration for Self-Service
	Omni Channel Engagement
	Omni Channel Engagement Setup
	Summary
	Chapter Tasks
	Further Reading
Chapter 4: Sales
	Product Catalog Setup and Management
	Creating a Family Hierarchy and Properties
		Creating Products Linked to Product Families
		Product Relationships
		Price Lists and Price List Items
		Discount Lists
	Leads-to-Invoice Sales Lifecycle with Product Catalog Integration
	Supporting Sales Functionality
		Competitors
		Connections
	Summary
	Chapter Tasks
	Further Reading
Chapter 5: Field Service and Resource Scheduling
	Roles Within Field Service
	Setting Up Resources
	Schedule Board
		Connecting to Maps
		Schedule Board Functionality
		Setting Up Working Hours for a Resource
		Map View on the Schedule Board
	Work Order Setup
	Creating a Work Order
	Booking Alerts
	Time-Off Requests
	Customer Preferences
	Schedule Multiple Bookings/Recurring Bookings
	Common Issues Experienced with the Resource Scheduler
	Test Data
	Summary
	Chapter Tasks
	Further Reading
Chapter 6: Dynamics 365 for Marketing
	Leads in Dynamics 365 Marketing
	Getting Set Up with the App
	Segmentation
	Creating Marketing Forms, Pages, and Emails
	Activity Marketing Templates
	Customer Journeys
	Lead Scoring and Grading
	Event Portal Overview and Setup
	Summary
	Chapter Tasks
	Further Reading
Chapter 7: Security Model
	Where to Configure CDS Security
	Business Units, Teams, Users, and Field Security
		Security Roles
		Testing Security Roles
		Teams and Ownership
		Testing Teams
		Sharing
		Field Security
	Deployment
	Access Teams
	Hierarchical Security
	Summary
	Chapter Tasks
	Further Reading
Chapter 8: Mobile Application
	Setup
	Designing Dashboards and Forms for the Mobile Client
	Dashboards for the Unified Interface vs. Classic Dashboards
	Control Framework
	Testing the Mobile Application
	Summary
	Chapter Tasks
	Further Reading
Chapter 9: Model-Driven Apps
	Starting with Model-Driven Apps
	Solutions
	Solution Layering
	Creating a Solution and Publisher
	Creating a New App
	Sitemap Designer
	Classic Sitemap vs. Unified Interface Sitemap
	Areas
	Groups
	Sub-areas
	Configuring an App
	App Security
	Apps on Mobile
	Editing an Existing App
	Summary
	Chapter Tasks
	Further Reading
Chapter 10: Reporting: Views, Charts, and Dashboards
	Getting Started
	Views
		Creating a View
		Searching in a View
		Managing Views
		Editable Grids in Views
	Charts
	Dashboards
		Building a System Dashboard
		Using Interactive Dashboards
		Building a Personal Dashboard
	Summary
	Chapter Tasks
	Further Reading
Chapter 11: Forms, Views, and UI Customizations
	Entities and Fields
	Rollup Fields
	Calculated Fields
	Relationships
	Creating and Modifying Relationships
	Forms
	Creating and Modifying Forms
	Additional Form Controls
	Quick View Forms
	Navigation Pane and Related Items
	Summary
	Chapter Tasks
	Further Reading
Chapter 12: Processes
	Starting with Processes
	Business Process Flows
	Creating Business Process Flows
	Immersive Business Process Flows
	Calling Other Processes from a Business Process Flow
	Actions
	Creating Custom Actions
	Business Rules
	Workflows
	Creating Workflows
	Troubleshooting
	Summary
	Chapter Tasks
	Further Reading
Chapter 13: Power Automate
	Power Automate and Dynamics 365 CE
	Use Cases for Power Automate Within Dynamics 365 CE
	Getting Started with Power Automate: How to Create a Flow
	Summary
	Chapter Tasks
	Further Reading
Chapter 14: Power Apps Portals
	A Short History
	How a Portal Works
	Creating a New App
	Portal Designer
	Deploying a Portal
	Summary
	Chapter Tasks
	Further Reading
Index