Dynamics 365 Customer Engagement offers powerful functionality out-of-the-box, but what if you need to make changes? This course will guide you through how to get started, customizing, and configuring the system to fit your specific needs.
Today more than ever, companies need innovative and engaging ways to attract new customers and service existing customers. That’s what Dynamics 365 Customer Engagement is all about. The platform offers powerful functionality out-of-the-box, but what if you need to make changes or extend the platform to make it “just right” for your business? In this course, Microsoft Dynamics 365 Customer Engagement (CRM): Customization and Configuration, you'll learn how to get started with customizing and configuring the system to fit your specific needs. First, you’ll learn how to create and customize your data schema, including entities, fields, and relationships. Next, you’ll explore ways to customize the UI—updating forms and views, creating charts and dashboards, and basic styling and branding. Finally, you’ll discover what happens behind the scenes with processes, users, security, and configuration settings. When you’re finished with the course, you’ll have a foundational understanding of how to maximize Dynamics 365 Customer Engagement through customization and configuration.
Amber is a Microsoft Certified Trainer and Microsoft Certified Professional Developer with 15+ years experience working with and teaching Microsoft technologies. She also focuses on professional skills, bridging the gap between techies and non-techies. For her work as a training leader, Amber received Training magazine's 2013 Emerging Training Leader award.
Course Overview Hi there, my name is Amber Israelsen, and welcome to my course, Microsoft Dynamics 365 Customer Engagement: Customization and Configuration. I've been a developer, author, and technical trainer for 15+ years, and I've noticed that today more than ever companies need innovative and engaging ways to attract new customers and service existing customers. That's what Dynamics 365 Customer Engagement is all about, and the platform offers powerful functionality out of the box, but what if you need to make changes or extend the platform to make it just right for your business? This course will guide you through how to get started with that, customizing and configuring the system to fit your specific needs. You'll learn how to create and customize your data schema, including entities, fields, and relationships. You'll also explore ways to customize the UI, updating forms and views, creating charts and dashboards, and seeing how to do basic styling and branding. You'll also get a look at what happens behind the scenes with processes, users, security, and configuration settings. When you're finished with the course, you'll have a foundational understanding of how to maximize Dynamics 365 Customer Engagement through customization and configuration. This course targets Dynamics 365 super users, customizers, developers, and IT ops professionals. The knowledge you'll gain in this course can be used as a foundation for future functional and technical training. Prior to watching this course, you should've watched my other course on Pluralsight called Microsoft Dynamics 365 Customer Engagement: Getting Started. I hope you'll join me on this journey in Microsoft Dynamics 365 Customer Engagement: Customization and Configuration at Pluralsight.
Course Introduction Hi there, I'm Amber Israelsen, and welcome to my Pluralsight course, Microsoft Dynamics 365 Customer Engagement: Customization and Configuration. Wow, that was a mouthful. Well, I'm very glad you're here, because in this course we're going to learn how to take your CRM platform from standard, out-of-the-box to something that's really going to support the needs of your company. It's rare that you get what you need out of the box 100% of the time, and if you're watching this course, I'm guessing that somebody at your company has realized that, and you need your system to do a little bit more. Maybe you want to change the names of your entities or create your own custom entities. Perhaps you want to change the forms that are used to display record information. Maybe you change the names of your fields, remove fields, move them around, or add your own custom fields. Maybe as you're working with a business process flow like this, you discover that the out-of-the-box process just doesn't work for you. You need to remove a stage or add a new one, maybe add some steps. Another common update would be to create workflows. These are jobs that run in the background by default to help automate work. Perhaps you need a workflow that would send an email to a sales manager whenever a lead has an estimated value greater than a million dollars. A lot of possibilities here. Maybe you need to limit data access for certain groups of people, and we'll talk a lot about how granular you can get with security and customer engagement. And a lot more, there's a whole universe of things you can do to customize and configure the platform to be just what you need. Because it's so common for companies to want to make such changes, the skills you'll learn in this course look great on your resume, and they'll make you more valuable in the marketplace, which is always a good thing. And if that's not enough, Microsoft does have a certification exam for customization and configuration. While this isn't an exam prep course per se, most of the topics covered on the exam will be covered in this course, so you can definitely use this to help you study.
Introduction to Customization and Configuration Hello, and welcome back to this next module in the course. I'm Amber Israelsen. Here's where we are in the big picture, just getting started on our journey. I'm going to start this module by defining customization and configuration. What kinds of things can you change, and who typically performs that work? But before you can actually do any of that work, you need to ensure you have the right level of privileges in the system, so we'll briefly cover that. We'll take a look at solutions, which are essentially containers to hold your changes, and they let you package up the changes and deploy them to other environments. We'll discuss publishers, how to deploy your changes, and then compare and contrast a managed solution versus an unmanaged solution.
Entities Hi, and welcome to this module in the course about Entities. Here's where we are in the overall course, moving right along. In this module, we're going to talk about the different types of entities available, how to create a new one, how to customize an existing entity, and then finally how to delete an entity. Let's get started.
Fields Hi there, and welcome back. I'm Amber Israelsen. We're moving right along in the course, and now that we've talked about entities, we can talk about what to include in those entities to build out your schema, and that would be fields. In this module, we'll talk about the different types of fields that you can add, how to create them from scratch, how to customize exiting fields, we'll also talk about the UI controls that you can use for different fields, things like star ratings, flip switches, and some of the other fancy new controls we have for mobile apps. Finally, we'll talk about how to delete a field.
Relationships Hello, and welcome to this module about Relationships in Dynamics 365 Customer Engagement. I'm Amber Israelsen. We are about half way through the course. So far, we've covered entities and fields, and in this module, we'll see how to tie them together. We're going to start by talking about the types of relationships, relationship behavior, how to create relationships, we'll do some demos there, mappings, which let you pre-populate data in a related record based on a parent record, and then finally connections, which are a more informal type of relationship.
The User Interface Hi, and welcome to this next module in the course. I'm Amber Israelsen. We've covered a lot of ground in the course so far, spending the last few modules on the schema, your entities, fields, and relationships. Once all of that underlying work is done, you can start thinking about what the user will see when working in the system. And there's a lot to that. Specifically, we'll be looking at forms, views, some of the data visualization tools we have including dashboards, charts, and reports. We'll see how to customize the look and feel using themes, and perhaps adding your company logo to the top-left of the page, rather than the out-of-the-box logo. You can also update the icons that appear for your entities. And finally, we'll talk about the App Designer, as well as the Sitemap Designer, where you can customize the default sitemap or add your own.
Processes Welcome to this next module in the course. I am Amber Israelsen, and thanks for sticking with me. We're moving right along in the course. Last time we talked about the user interface, which was all about the front end, what the user sees. In this module, we're going to talk more about what happens behind the scenes and how you can automate business processes. First is a business process flow, including a specific type of business process flow called a mobile task flow. We'll look at workflows, actions, which can be called from other processes, and then finally we'll take a brief look at dialogs. These are actually being deprecated, but I'll at least show you what they look like, because they are still available in the system as of the v9 July update. And then at the end of the module, we're going to talk about business rules. These aren't technically a process, but they do provide a way to automate and dynamically update the UI, so I've grouped them into this deck.
Configuration Hello, and welcome to this next module in the course. I'm Amber Israelsen. This module will cover the configuration part of customization and configuration, and I should preface this module by saying we could have an entire course for a day or a whole week about this topic, it's a huge area, but the goal with this module is to give you a high-level look at the topics that make up configuration within Customer Engagement, and then I'll point you to some additional resources if you want to learn more. The topics I've chosen to focus on are security, so how do you set up your users and manage their access to data using security roles and field security. Settings, there are system settings and administration settings, we'll briefly look at both, and then a huge topic certainly is integration with other Office 365 offerings like SharePoint, OneNote, Exchange, and more.
Course Summary and Next Steps Welcome to this final module, the Course Summary and Next Steps. We've made it all the way to the end, thanks so much for sticking with me. At the beginning of the course, I introduced you to Wired Brain Coffee in Seattle. As a global company with franchised and independent shops, they have a lot of different kinds of business relationships and service needs. David had been tasked with customizing and configuring the system to fit the needs of Wired Brain a little better. We've been following him along throughout the course as he solidifies his understanding of how to do so. Now that we've come to the end, let's recap.