Introduction - Pages - 5 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.
Part I - SETUP
Chapter 1: Customer Management 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
No of pages 20
Sub -Topics
1. Account and Contacts
1. Outlook Integration for Dynamics 365 CE Online 2. Timeline and Activity Management
Chapter 2: Customer Service 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
No of pages: 40
Sub - Topics
1. Case Management (including Categories)
2. Routing and Queues
3. Knowledge Base Implementation and Feedback
4. Microsoft Portals Configuration for Self-Service
5. SLAs and Entitlements
6. Social Engagement
7. Setting up Cognitive Services for Knowledge Article Suggestions
Chapter 3: Sales Chapter Goal: For the reader to learn what the standard sales lifecycle is, common customization points and how-to setup the standard Product Catalog
No of pages: 25
Sub - Topics:
1. Product Catalog Setup and Management
2. Leads to Invoice Sales Lifecycle with Product Catalog Integration
2. Setting up Product Suggestion Model using Cognitive Services 3. Creating Microsoft Word Templates for Quotes, Orders and Invoices
Chapter 4: Security Model Chapter Goal: For readers to understand how the Dynamics 365 CE Security Model works and operates
No of pages:10
Sub - Topics:
1. 1.Security Model Overview
2. Business Units, Teams and Users 3. Access Teams
4. Hierarchal and Positional Security
Chapter 5: Field Service and Resource Scheduling Chapter Goal: For readers to understand the basics of Field Service and Resourcing Capability which comes as standard
No of pages: 15
TBC. This is changing and will need to be updated Chapter 6: Mobile Application Chapter Goal: For readers to learn how to setup Dynamics 365 CE for Mobile
No of pages: 20
1. Setup
3. Task Flows 4. Offline
Chapter 7: Reporting Chapter Goal: For readers to understand the capabilities of Dynamics 365 CE Reporting
No of pages: 20
5. Views
6. Dashboards
7. Reports in Dynamics 365 Online
8. Charts
&nb
About the Author:
Sarah Critchley is a Microsoft Dynamics Business Applications MVP, published author, and an experienced technical consultant who has worked on numerous business system implementations, now working as Lead Architect for Customer Service at Hitachi Solutions NA. She manages the strategy around all customer service technology, including Dynamics 365 Customer Service, Omni Channel Engagement, Forms Pro, Power Virtual Agent, and more. Having led software projects in numerous industries, including healthcare and the public sector, she works across all areas of the project life cycle: demonstrations, design, architecture, documentation, customization, and development. Sarah is heavily involved in community projects where she led and grew the Dynamics 365 & Power Platform UG in the UK for over three years, running technical events, and presenting on a variety of topics at conferences around the world.
