Microsoft Dynamics CRM Customization Essentials -- Table of Contents -- Microsoft Dynamics CRM Customization Essentials -- Credits -- About the Author -- About the Reviewers -- www.PacktPub.com -- Support files, eBooks, discount offers, and more -- Why subscribe? -- Free access for Packt account holders -- Instant updates on new Packt books -- Preface -- What this book covers -- What you need for this book -- Who this book is for -- Conventions -- Reader feedback -- Customer support -- Errata -- Piracy -- Questions -- 1. Getting Started -- Dynamics CRM -- Deployment options -- Scalability -- Extensibility -- Ability to integrate with other systems -- Ease of use -- Prerequisites to customize Dynamics CRM -- Setting up Dynamics CRM -- Opening a free 30-day trial of Dynamics CRM Online -- Integrating Dynamics CRM Online with Outlook -- Installing CRM for Outlook -- Summary -- 2. Dynamics CRM Application Structure -- Dynamics CRM core elements -- Modules -- Entities -- System entities -- Business entities -- Custom entities -- The Dynamics CRM modules -- Shared entities -- Account -- Contact -- Activity -- Appointment -- E-mail -- Fax -- Letter -- Phone call -- Task -- Address -- User -- Connection role -- Sales module -- Sales entities -- Sales-specific entities -- Leads -- Opportunities -- Quotes -- Orders -- Invoice -- Competitor -- Products -- Sales goals -- Sales processes -- Lead to opportunity sales process -- Opportunity sales process -- The sales dashboards -- Sales activity dashboard -- Sales activity social dashboard -- Sales dashboard -- Sales performance dashboard -- Sales reports -- Marketing features -- Service -- Service entities -- Cases -- Contracts -- Articles (knowledge base) -- Queues -- Services -- Calendar entity -- Goals management -- Service processes -- Service dashboards -- Customer service representative social dashboard.

Customer service representative dashboard -- Customer service performance dashboard -- Customer service operations dashboard -- Customer service manager dashboard -- Service reports -- Marketing -- Marketing entities -- Marketing lists -- Quick campaigns -- Campaigns -- Quick campaigns versus campaigns -- Dynamics CRM marketing module dashboards -- Marketing dashboard -- Marketing social dashboard -- Marketing reports -- Other core functionalities -- Processes -- Dialogs -- Workflows -- Actions -- Business process workflows -- Dashboards -- Reports -- Extensibility options -- Application navigation -- Summary -- 3. Customizing Entities -- Solutions -- Types of solutions -- Unmanaged solutions -- Managed solutions -- Solution properties -- Solution layering -- The default solution -- Entity elements -- Renaming an entity -- Changing entity settings and properties -- Entity definition -- Areas that display this entity -- Options for entity -- Primary field settings -- Business versus custom entities -- Business entities -- Custom entities -- Extending entities -- Entity forms -- Form types -- The main form -- A mobile form -- The quick create form -- The quick view form -- Customizing forms -- Tabs -- Sections -- iframes -- Sub-grids -- Fields -- Spacers -- Entity relationships -- One-to-many (1:N) and many-to-one (N:1) relationships -- Many-to-many (N:N) relationships -- Entity views and charts -- Charts -- Dashboards -- Messages -- Business rules -- Conditions -- Actions -- Summary -- 4. Business Processes -- Processes -- Dialogs -- Workflows -- Real-time workflows -- Actions -- Business rules -- Limitations of business rules -- Business process flows -- Creating business process flows -- Triggering workflows on business process flow stage changes -- Summary -- 5. Social Features in Microsoft Dynamics CRM -- Social Pane.

Social Pane - standard configuration options -- Social Pane - extended customization options -- Hiding a tab -- Adding the Social Pane to custom entities -- Customizing the entity -- Configuring the post configuration -- Customizing the form -- Creating a custom new activity feed post -- Microsoft Social Listening -- Integrating social listening with Dynamics CRM -- Dynamics CRM Online -- Dynamics CRM On-Premise -- The application layout -- Targeting sources -- Configuring the analysis -- The analytics summary -- Interacting with social channels -- Volume history -- Sources summary -- Sources share of voice by language -- Details of the analysis -- Configuring alerts -- Microsoft Dynamics CRM Insight by InsideView -- Installation and configuration -- Installing in Dynamics CRM Online -- Installing in Dynamics CRM On-Premise -- Insights feature set -- Yammer -- Yammer and hashtags -- Other Yammer features -- Yammer and Dynamics CRM -- Configuring the integration -- Entity configuration -- Additional configuration -- Summary -- 6. Dynamics CRM Administration -- The concepts of Dynamics CRM administration -- The SETTINGS area -- Business management -- Service management -- Case settings -- Service Terms -- Templates -- Service scheduling -- Templates -- Product catalog -- Administration -- Security -- Data Management -- Monitoring system jobs -- Document Management -- Auditing -- Email configuration -- Configuring activity feeds -- Activity feeds configuration -- Activity feeds rules -- Process center -- The customization area -- Dynamics marketplace -- Customization -- Solutions -- Summary -- Index.