Home > Store

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

Register your product to gain access to bonus material or receive a coupon.

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

eBook (Watermarked)

  • Sorry, this book is no longer in print.
  • Includes EPUB and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    Adobe Reader PDF The popular standard, used most often with the free Adobe® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

Not for Sale

About

Additional Information

Download the sample pages (includes Chapter 4 and the Index.)

Description

  • Copyright 2017
  • Dimensions: 7" x 9-1/8"
  • Pages: 1520
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-438214-5
  • ISBN-13: 978-0-13-438214-2

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

Sample Content

Table of Contents


Introduction 1


1 How This Book Is Arranged 3


    Online Versus On-Premises . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5


    Updates/Release Cadence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7


        On-Premises Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7


        Online Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9


2 New Features of Microsoft Dynamics CRM 2016 11


    Forms and the Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12


        Enhanced Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12


        Themes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14


        New Forms Rendering Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . 14


        Quick Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15


        Enhanced Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15


        Hierarchy Visualization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16


    Entity/Field Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17


        Business Flow Branching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18


        Product Catalog Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 18


        Calculated and Rollup Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18


    Service Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19


        The Interactive Service Hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19


        Surveys: Voice of the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . 21


        Parature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21


        Unified Service Desk (USD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22


        Social Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22


        Integrated Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23


        Enhanced Case SLA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24


    Office 365 and Outlook Enhancements . . . . . . . . . . . . . . . . . . . . . . . . 25


        Excel Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25


        Microsoft Dynamics CRM App for Outlook . . . . . . . . . . . . . . . . . 26


        OneNote, OneDrive for Business, Delve, and


        Office 365 Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28


        SharePoint Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30


    Platform and Architecture Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . 30


        Development and Test Instances . . . . . . . . . . . . . . . . . . . . . . . . . 30


        Multi-geo Instance Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31


        API Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31


        Solution Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32


        External Party Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32


        Supported Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34


    New Support and Pricing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35


        Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35


        Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36


        Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36


        Mobile Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36


        Mobile Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37


        Integration with Cortana . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39


        Secured Data with Good . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39


        Microsoft Dynamics Marketing (MDM) . . . . . . . . . . . . . . . . . . . . 39


        Email Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39


        Enhanced Campaign and Lead Management . . . . . . . . . . . . . . . . 39


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40


3 Customizing and Designing Applications Within Dynamics CRM 2016 (xRM) 41


    xRM Explained . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42


    xRM Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42


        The End Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42


        The User Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43


        What Comes with Dynamics CRM Out of the Box. . . . . . . . . . . . 43


        Where You’re Going to Have to Build/Extend. . . . . . . . . . . . . . . . 44


        The Licensing Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45


    xRM Design Principles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45


        COLAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45


        Licensing Explained . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49


4 CRM 2016 Online 51


    Overview of Microsoft Dynamics CRM 2016 Online . . . . . . . . . . . . . . . 51


    Why Use Microsoft Dynamics CRM 2016 Online? . . . . . . . . . . . . . . . . 52


    The Microsoft Dynamics CRM 2016 Online Experience . . . . . . . . . . . . . 53


        Update Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53


        Microsoft Data Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54


        Global Data Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54


        Regional Data Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55


        Data Center Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55


    Privacy and Certifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56


        Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56


        Certifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57


    Understanding the Microsoft Dynamics CRM 2016 Licensing Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58


        License Options Explained . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58


        Online Add-on Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60


        New License Paradigm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61


    Signing Up for CRM 2016 Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62


        CRM Online Provisioning Process . . . . . . . . . . . . . . . . . . . . . . . . 62


        Adding and Setting Up Additional Users . . . . . . . . . . . . . . . . . . . 68


        Managing Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71


        Bulk Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73


    Managing Your Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74


        Checking System Health Status . . . . . . . . . . . . . . . . . . . . . . . . . . 76


        Adding a Production or Development Instance . . . . . . . . . . . . . . 76


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79


5 Navigation 81


    How to Navigate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82


        Saving Your Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87


    Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89


        Common Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91


    Ribbons in Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94


6 Working with Customers 95


    Working with Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96


        Required Fields for Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98


        Top Menu Options for Accounts . . . . . . . . . . . . . . . . . . . . . . . . 101


        Contacts Associated with Accounts . . . . . . . . . . . . . . . . . . . . . . 102


    Working with Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103


        Required Fields for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . 104


        Additional Fields for Contact Records . . . . . . . . . . . . . . . . . . . . . 105


    General Information for Either Accounts or Contacts . . . . . . . . . . . . . . 106


        Account and Contact Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 108


        More Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108


        Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110


        Common Closed Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111


        Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111


        Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112


        Audit History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112


        Processes, Workflows, and Dialog Sessions . . . . . . . . . . . . . . . . . 112


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113


7 Working with Sales 115


    Flow Interface for Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116


        Lead to Opportunity Flow Example . . . . . . . . . . . . . . . . . . . . . . 117


    Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124


        Working with New Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125


        Converting Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128


    Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131


        Creating a New Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . 132


        Adding Products to an Opportunity . . . . . . . . . . . . . . . . . . . . . . 133


        Closing Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138


    Competitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140


    Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142


    Quotes, Orders, and Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142


        Working with Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143


        Draft Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145


        Working with Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152


        Working with Invoices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155


    Goals, Goal Metrics, and Rollup Queries . . . . . . . . . . . . . . . . . . . . . . . 158


        Defining Goal Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159


        Creating a New Goal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161


        Setting Goal Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163


8 Working with Marketing 165


    Marketing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166


        Using Lookup to Add Members . . . . . . . . . . . . . . . . . . . . . . . . . 169


        Using Advanced Find to Add Members . . . . . . . . . . . . . . . . . . . . 170


        Using Advanced Find to Remove Members . . . . . . . . . . . . . . . . . 171


        Using Advanced Find to Evaluate Members . . . . . . . . . . . . . . . . . 171


        Other Marketing List Features . . . . . . . . . . . . . . . . . . . . . . . . . . 171


    Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172


        Working with New Campaigns and Campaign Templates . . . . . . . 172


        Adding Campaign Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . 176


        Campaign Responses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181


    Sales Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183


    Quick Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185


        Creating a Quick Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185


        Finding the Status of a Quick Campaign . . . . . . . . . . . . . . . . . . . 188


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188


9 Microsoft Dynamics Marketing 189


    Key Features of MDM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190


    MDM Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190


        Turn On Full-Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192


        Double Opt-in for Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193


        SMS Marketing Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 193


        Standardized KPIs for SMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194


    MDM Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194


        Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194


        Main Areas of the MDM Application . . . . . . . . . . . . . . . . . . . . . 197


    Dynamics Marketing/CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . 238


        Connector Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239


        Connector Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239


        CRM Online Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . 240


        CRM On-Premises Configurations . . . . . . . . . . . . . . . . . . . . . . . 246


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249


10 Working with Service 251


    Understanding Service and Service Activities . . . . . . . . . . . . . . . . . . . . 252


    Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253


        Service Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259


        Service Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262


        Managing Users’ Working Time . . . . . . . . . . . . . . . . . . . . . . . . . 266


        Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268


    Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271


        Add Related Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274


        Delete Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275


        Resolve Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275


        Cancel Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276


        Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276


    Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277


        Subjects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282


        Submitting an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283


        Approving an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284


        Rejecting an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284


        Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285


        Articles Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286


    Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286


    Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289


        Case Settings with Record Creation and Update Rules . . . . . . . . . 290


        Service Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300


        Knowledge Base Management . . . . . . . . . . . . . . . . . . . . . . . . . . 310


        Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312


        Service Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313


    Enhanced Case SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317


11 The Interactive Service Hub 319


    Using the Interactive Service Hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319


        Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324


        Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324


        Recent Views and Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326


        Quick Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327


        Quick Create . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329


        Streams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329


        Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330


        Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333


        Knowledge Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337


    Configurations and Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . 340


        Main–Interactive Experience Form . . . . . . . . . . . . . . . . . . . . . . 342


        Card Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343


        Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346


        Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348


        Entity Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352


12 Parature 353


    Overview of Parature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353


        Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353


        Support Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355


    Contact Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356


    Service Level Agreements (SLAs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359


    Knowledge Base Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362


        Download . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365


        Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367


        Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370


        Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378


13 The Unified Service Desk (USD) 379


    Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380


        Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380


        Client Setup and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 386


    Configurations and Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . 398


        Hosted Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400


        Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411


        Action Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414


        Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415


        Entity Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416


        Window Navigation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421


        Session Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422


        Agent Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425


        Scriptlets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427


        Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428


        Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429


        User Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431


        Customization File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432


        Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433


        Audit & Diagnostics Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 434


    Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437


    Advanced Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438


        USD Custom Panel Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443


14 Microsoft Dynamics Social Engagement 445


    Using Microsoft Dynamics Social Engagement . . . . . . . . . . . . . . . . . . . 445


        Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446


    Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447


        Setting Solution Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448


        Adding Users and Assigning Roles . . . . . . . . . . . . . . . . . . . . . . . 453


        Creating Search Topics to Gather Data . . . . . . . . . . . . . . . . . . . . 456


    Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465


        Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466


        Automation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468


    Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470


    Social Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475


        Publish Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476


    Activity Maps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477


    Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479


    Connecting with Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480


        Social Insights Controls for CRM Entity Forms . . . . . . . . . . . . . . 482


        Social Insights Controls for a CRM Dashboards . . . . . . . . . . . . . . 489


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490


15 Yammer 491


    Yammer Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491


    Yammer and Dynamics CRM 2016 . . . . . . . . . . . . . . . . . . . . . . . . . . . 495


        Integrating Yammer with Dynamics CRM . . . . . . . . . . . . . . . . . . 496


        Removing Yammer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501


        Optimizing Yammer Integration with Dynamics CRM 2016 . . . . . 501


        Working with Yammer in Dynamics CRM 2016 . . . . . . . . . . . . . . 503


    Yammer Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509


        Polls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510


        Praise. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513


        Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514


        Post Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515


        Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516


    Yammer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516


        Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517


        Org Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518


        Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518


        Account Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520


        My Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521


        Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521


        Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522


16 Reporting and Dashboards 523


    Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524


        Report Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527


        Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528


        Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531


        Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532


        Scheduling Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541


        Exporting Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546


        Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548


    Fetch-based Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551


        Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553


        Left Outer Joins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553


    Charts and Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554


        Working with Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557


        Visualizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562


        Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563


    Introduction to SSRS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569


    Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570


        When Are Custom Reports Recommended? . . . . . . . . . . . . . . . . 570


        Installing CRM 2016 Report Authoring Extension . . . . . . . . . . . . 571


        Building Custom Reports with SSRS . . . . . . . . . . . . . . . . . . . . . . 573


        Developing and Testing Reports in Visual Studio . . . . . . . . . . . . . 575


        Filtered Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578


        Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580


        Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581


    Building Custom Reports with ASP.NET . . . . . . . . . . . . . . . . . . . . . . . 582


        Custom Reports with ASP.NET Deployment . . . . . . . . . . . . . . . . 589


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591


17 Settings 593


    Components of a Good Implementation . . . . . . . . . . . . . . . . . . . . . . . 593


    Business Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594


        Fiscal Year Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 595


        Goal Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596


        Business Closures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597


        Facilities/Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597


        Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598


        Resource Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601


        Sales Territories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602


        Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603


        Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603


        Subjects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605


        Currencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606


        Connection Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608


        Relationship Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609


        Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611


        Product Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617


        Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623


        Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624


    System Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625


        Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625


        Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 645


        Other Settings Navigation Options . . . . . . . . . . . . . . . . . . . . . . . 675


    Process Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 679


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 680


18 Mobility 681


    New Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 681


    Tablets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 682


        Windows 10 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 682


        Customizing Options and Features . . . . . . . . . . . . . . . . . . . . . . . 686


        Form Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688


        Entities Enabled for the Dynamics CRM for Tablets App . . . . . . . . 691


        Sales Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 693


        Navigation Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 693


        Command Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695


        Simple Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 696


        Stakeholders and Sales Team Lists . . . . . . . . . . . . . . . . . . . . . . . 698


        Business Process Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 700


        Multi-Entity Quick Find/Search . . . . . . . . . . . . . . . . . . . . . . . . . 702


        Offline Access/Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 705


        Auto-Save . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708


        Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708


        Server-Side Extensibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708


    Mobile Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708


        Dynamics CRM for Phones Apps . . . . . . . . . . . . . . . . . . . . . . . . 709


        Dynamics CRM on a Phone’s Web Browser . . . . . . . . . . . . . . . . . 709


        Required Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710


        Enabling Entities for the Dynamics CRM for Phones App . . . . . . . 710


        Customization and Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 711


        Installing and Using the Dynamics CRM for Phones App . . . . . . . 713


    Visual Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728


19 Outlook Configuration 729


    Browser/Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730


    Microsoft Dynamics CRM 2016 for Outlook . . . . . . . . . . . . . . . . . . . . 733


        Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734


        Client Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735


        Client Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735


        Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738


        Client Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742


    Advanced Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744


    Using the CRM Outlook Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746


        Tracking Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746


        Set Regarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749


        Convert To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750


        Add Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752


        View in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 754


        Outlook CRM Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 754


    Previous Version Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762


    CRM App for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 772


20 Email Configuration 773


    Server-Side Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774


        Configuring Server-Side Synchronization . . . . . . . . . . . . . . . . . . 775


        Migrating Email Router Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 785


        Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . . 788


        Email Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 788


    Configuring the Email Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 789


        Installing the Email Router and the Rule Deployment Wizard. . . . 793


        Installing the Email Router on Multiple Computers . . . . . . . . . . . 797


        Email Router Configuration Manager and Configuration Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799


        Authentication Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799


        Access Credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800


        Configuring Email Routing for Multiple Configurations and Deployments. . . . . . . . . . . . . . . . . . . . . . . 801


    Configuring the CRM Email Router . . . . . . . . . . . . . . . . . . . . . . . . . . 802


        Creating the Incoming Profile . . . . . . . . . . . . . . . . . . . . . . . . . . 802


        Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803


        User, Queues, and Forward Mailboxes . . . . . . . . . . . . . . . . . . . . . 807


        Forward Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 810


        Tracking Incoming Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 812


        Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 813


    Rule Deployment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814


        Creating a Rule Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 817


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819


21 Office Integration 821


    Microsoft Word Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 821


        Creating a Word Document Template . . . . . . . . . . . . . . . . . . . . . 821


        Uploading the Word Document Template . . . . . . . . . . . . . . . . . . 828


        Using the Word Document Template . . . . . . . . . . . . . . . . . . . . . 829


        Advanced Word Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831


        Personal and System Templates . . . . . . . . . . . . . . . . . . . . . . . . . 835


    Microsoft Excel Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 837


        Creating an Excel Document Template . . . . . . . . . . . . . . . . . . . . 837


        Uploading the Excel Document Template . . . . . . . . . . . . . . . . . . 842


        Using the Excel Document Templates . . . . . . . . . . . . . . . . . . . . . 844


        System Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 846


    Microsoft OneNote Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 847


        Enabling OneNote Integration . . . . . . . . . . . . . . . . . . . . . . . . . . 847


        Using OneNote with Dynamics CRM. . . . . . . . . . . . . . . . . . . . . 857


    Microsoft OneDrive Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 858


        Enabling OneDrive Integration . . . . . . . . . . . . . . . . . . . . . . . . . 859


        Using OneDrive with Dynamics CRM . . . . . . . . . . . . . . . . . . . . . 861


    Microsoft Delve Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864


        Enabling Delve Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864


        Configuring Delve with Dynamics CRM . . . . . . . . . . . . . . . . . . . 865


        Using Delve with Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . 867


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 867


22 Customizing Entities 869


    Customization Principles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870


    The Dynamics CRM Entity Model . . . . . . . . . . . . . . . . . . . . . . . . . . . 871


        Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872


        Calculated Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873


        Rollup Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876


        Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878


        Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879


        Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882


    Basic Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882


        Form Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883


        View Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894


        Publishing Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894


        Preparing Client Customizations . . . . . . . . . . . . . . . . . . . . . . . . 894


    Menu and Command Bar Customizations . . . . . . . . . . . . . . . . . . . . . . 895


        Site Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895


        ISV Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898


        The Command Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901


    JavaScript Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 905


        Event-Handling Tips and Tricks . . . . . . . . . . . . . . . . . . . . . . . . . 907


        Tips and Tricks When Working with Events . . . . . . . . . . . . . . . . 912


        Calculated Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 913


    Business Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 915


        Showing Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916


        Setting a Field Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917


        Making a Field Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 918


        Setting Visibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 919


        Setting Default Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 919


        Locking or Unlocking a Field . . . . . . . . . . . . . . . . . . . . . . . . . . . 919


    Exporting and Importing Entity Customizations . . . . . . . . . . . . . . . . . 920


    Solution Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 921


        Working with Custom Solutions . . . . . . . . . . . . . . . . . . . . . . . . 923


        Adding Required Components . . . . . . . . . . . . . . . . . . . . . . . . . . 926


        Showing Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 926


        Managed Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 927


        Plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928


    Best Practices When Working with Solutions . . . . . . . . . . . . . . . . . . . . 929


        Solution Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932


        Exporting Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933


        Importing Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 937


        Removing Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943


        Cloning a Patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 944


        Cloning Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945


        Patching Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946


        Working with Multiple Solutions . . . . . . . . . . . . . . . . . . . . . . . . 947


        Entity Forms Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948


        Migrating Customizations from Previous Versions . . . . . . . . . . . . 952


    Third-Party and Marketplace Solutions . . . . . . . . . . . . . . . . . . . . . . . . 952


        For ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 952


        For Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953


    Developer Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953


        Configuration Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 955


        Package Deployer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 959


    Themes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964


    Working with the SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 967


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968


23 Web Services 971


    Web Services Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 971


        Windows Communication Foundation . . . . . . . . . . . . . . . . . . . . 972


        Representational State Transfer . . . . . . . . . . . . . . . . . . . . . . . . . 972


        JavaScript Object Notation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972


        Open Data Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 973


        Discovery Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975


        Organization Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 977


    Early Binding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 993


        Regular Operations for Early Binding . . . . . . . . . . . . . . . . . . . . . 994


        Metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 997


    Examples of Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1003


        JavaScript . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1003


        Modern SOAP Endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014


        ExecuteMultipleRequest . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018


    Web API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020


        OAuth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020


        Creating Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021


        Retrieving Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1022


        Updating Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024


        Deleting Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024


        Other Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1025


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1025


24 Azure Extensions 1027


    Introduction to Azure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1027


    Service Bus Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028


        Creating a Windows Azure Service Bus Account with a Subscription . . . . . . . . . . . . . . . . . . . . . . . . . 1028


        Getting the CRM 2016 Online Certificate . . . . . . . . . . . . . . . . . 1030


        Registering a Service Bus Endpoint . . . . . . . . . . . . . . . . . . . . . . 1031


        Creating a Listener Application . . . . . . . . . . . . . . . . . . . . . . . . 1041


        Updating Variables for the Main Method . . . . . . . . . . . . . . . . . 1045


    Azure-Hosted Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1047


    Azure ExpressRoute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1065


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1065


25 Plug-ins 1067


    Plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1067


        Isolation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1068


        Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1069


        Stages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1070


    Deployment Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1070


        When to Use a Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1071


    Plug-in Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1071


        Adding References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1073


    Plug-in Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1082


        Integrating the Plug-in Registration Tool with Visual Studio 2015 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1087


        Registering a Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1090


        Unregister a Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1101


    Plug-in Debugging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1102


        Attaching the Debugger to the Host Process . . . . . . . . . . . . . . . 1103


        Plug-in Profiler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1106


    Plug-in Samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1111


    Plug-in Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1112


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1113


26 Process Development 1115


    Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1116


        When to Use Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119


        How to Use Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119


    Business Process Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127


        Enabling an Entity for BPF . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127


        Enabling Default BPFs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1128


        Designing a BPF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1129


    Dialogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1133


        Input Arguments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134


        Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134


        Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1135


        Dialog Activation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1138


        Testing the Dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139


    Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1141


        Asynchronous Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1142


        Real-Time (Synchronous) Workflows . . . . . . . . . . . . . . . . . . . . 1151


        Workflow Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153


        Task Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154


    Creating Workflows in Windows Workflow Foundation with Visual Studio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158


        No-Code Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158


        Custom Workflow Activities . . . . . . . . . . . . . . . . . . . . . . . . . . 1162


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166


27 SharePoint 1167


    SharePoint and Dynamics CRM 2016 . . . . . . . . . . . . . . . . . . . . . . . . 1168


    Server-to-Server Integration with SharePoint . . . . . . . . . . . . . . . . . . . 1170


    Client-to-Server Integration with SharePoint . . . . . . . . . . . . . . . . . . . 1173


    Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1176


        Document Location Option . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177


        Record GUID in Folder Name . . . . . . . . . . . . . . . . . . . . . . . . . 1178


    Extending the Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180


        Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180


        Configuration Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180


        Operations in SharePoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180


    OneNote Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185


28 Forms Authentication 1187


    IFD Defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1187


    Claims-Based Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190


    Configuring IFD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1191


        SSL Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1194


        AD FS 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1197


        AD FS 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1198


        Configuring AD FS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1203


        Configuring Claims-Based Authentication on CRM . . . . . . . . . . 1208


        Adding Relying Party Trust on AD FS . . . . . . . . . . . . . . . . . . . . 1210


        Configuring the CRM Application for Internet-Facing Deployment . . . . . . . . . . . . . . . . . . . . . . . . . 1220


    Working with IFD and Multiple Organizations . . . . . . . . . . . . . . . . . 1222


        DNS Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1222


        Disabling IFD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223


29 On-Premises Deployments 1225


    Hardware and Software Considerations . . . . . . . . . . . . . . . . . . . . . . . 1226


        Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1226


        Windows Server Operating System . . . . . . . . . . . . . . . . . . . . . . 1227


        Active Directory Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1227


        Internet Information Services . . . . . . . . . . . . . . . . . . . . . . . . . 1230


        Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1232


        Microsoft Dynamics CRM Reporting Extensions . . . . . . . . . . . . 1233


        SharePoint Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1233


        Email Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1234


        Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1235


        POP3/SMTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1236


        Microsoft CRM Client for Browsers . . . . . . . . . . . . . . . . . . . . . 1236


        Microsoft CRM Office Client for Outlook . . . . . . . . . . . . . . . . . 1237


        Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1239


    Single- Versus Multiple-Server Deployment . . . . . . . . . . . . . . . . . . . . 1247


        Single-Server Deployment. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1247


        Multiple-Server Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . 1247


    Setting Up SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1251


    Dynamics CRM Setup Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1258


        Microsoft Dynamics CRM Server Setup . . . . . . . . . . . . . . . . . . . 1259


        Additional Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1269


        Microsoft Dynamics CRM Clients . . . . . . . . . . . . . . . . . . . . . . 1278


        Upgrading from Earlier Versions . . . . . . . . . . . . . . . . . . . . . . . 1279


    Setting Up Your Business in Microsoft Dynamics CRM 2016 . . . . . . . . 1281


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1283


30 How to Get Support for Your System 1285


    Online Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1286


        Basic Subscription Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 1287


        Enhanced Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291


        Professional Direct Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291


        Premier Support (for Large Accounts Only) . . . . . . . . . . . . . . . . 1292


    On-Premises Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1293


        Pros and Cons of Manual Updates . . . . . . . . . . . . . . . . . . . . . . 1294


        Considerations When Installing Updates . . . . . . . . . . . . . . . . . 1295


    Partner Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1298


31 FantasySalesTeam 1299


    Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1300


    Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1305


        Account Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1305


        Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1306


        Game Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1307


        Final Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1312


        Players . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1313


        Fans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1318


        FST TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1319


        Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1320


        Player Stats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1321


    Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1322


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323


32 Adxstudio Portals 1325


    What Does Adxstudio Portals Do? . . . . . . . . . . . . . . . . . . . . . . . . . . 1325


    Deployment of Adxstudio Portals . . . . . . . . . . . . . . . . . . . . . . . . . . . 1327


        Adxstudio Portals Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1328


        Starter Portals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1329


    Adxstudio Portals Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 1329


        Entity Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1329


        Entity Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1336


        Entity Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1338


        Web Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1347


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1353


33 FieldOne 1355


    FieldOne Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1356


    FieldOne Sky Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1356


    FieldOne Sky Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1361


    FieldOne Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1364


        Service Accounts and Billing Accounts . . . . . . . . . . . . . . . . . . . 1366


        Work Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1368


        Schedule Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1374


    FieldOne Sky Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1380


        Scheduling Using the FieldOne Sky Mobile App . . . . . . . . . . . . 1383


        Customizing the FieldOne Sky Mobile App . . . . . . . . . . . . . . . . 1387


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1400


34 Voice of the Customer 1401


    Voice of the Customer Deployment . . . . . . . . . . . . . . . . . . . . . . . . . 1402


    Voice of the Customer Configuration . . . . . . . . . . . . . . . . . . . . . . . 1405


    Voice of the Customer Customization . . . . . . . . . . . . . . . . . . . . . . . 1406


        Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1406


        Survey Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1432


        Response Outcomes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1432


    Voice of the Customer Troubleshooting . . . . . . . . . . . . . . . . . . . . . . 1433


    Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1434


9780672337604, TOC, 8/11/2016


Updates

Errata

We've made every effort to ensure the accuracy of this book and its companion content. Any errors that have been confirmed since this book was published can be downloaded below.

Download the errata

Submit Errata

More Information

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020