Microsoft 製品勉強メモ - CRM関連

#### 目次
- [Architect solutions for Dynamics365 and PowerPlatform](#architect-solutions-for-dynamics365-and-microsoft-power-platform)
- [Integrate with Microsoft Power Platform and Dataverse](#integrate-with-microsoft-power-platform-and-dataverse)
- [Work with Dynamics 365 Sales](#work-with-dynamics-365-sales)
- [Get started with the features in Dynamics 365 Project Operations](#get-started-with-the-features-in-dynamics-365-project-operations)
- [Work with cases in Dynamics 365 Customer Service](#work-with-cases-in-dynamics-365-customer-service)
- [Implement Microsoft Dynamics 365 Field Service](#implement-microsoft-dynamics-365-field-service)

-------

##### Architect solutions for Dynamics365 and Microsoft Power Platform
勉強材料：https://learn.microsoft.com/en-us/training/paths/become-solution-architect/
- [Becoming a solution architect for Dynamics 365 and Microsoft Power Platform](https://learn.microsoft.com/en-us/training/modules/becoming-solution-architect/)
![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/fe734b66-ef9c-699e-316f-7235a73d257f.png)

  - [Existing product and platform skills](https://learn.microsoft.com/en-us/training/modules/becoming-solution-architect/2-skills)
    - Power BI tiles can be embedded in Power Apps, and Power Apps can be embedded in Power BI dashboards
    - Power Apps are model-driven apps(CRM apps by MS) and canvas apps.
      - Model-driven apps begin with the data, specifically the data model. 
        Unlike canvas app development where the designer has complete control over app layout
      - Canvas apps will certainly use data but will begin with building the user experience on a canvas.
    - AI Builder requires Dataverse to work and is only available with Power Apps and Power Automate

- [Discover customer needs as a Solution Architect for Dynamics 365 and Microsoft Power Platform](https://learn.microsoft.com/en-us/training/modules/discover-customer-needs/)
  - [Customer discovery meetings](https://learn.microsoft.com/en-us/training/modules/discover-customer-needs/3-meetings)
    This lesson has discussed ways of getting to know your customer prior to starting a project
  - [Discover customer needs as a Solution Architect for Dynamics 365 and Microsoft Power Platform](https://learn.microsoft.com/en-us/training/modules/discover-customer-needs/4-communication)
    If the folks that have written the RFPs are also potentially bidding on this project, consider about investment in responding to the project 

- [Propose a solution as a Solution Architect for Microsoft Power Platform and Dynamics 365](https://learn.microsoft.com/en-us/training/modules/propose-solution/)
  - [Identify solution components](https://learn.microsoft.com/en-us/training/modules/propose-solution/2-components)
    - For the following Dynamics 365 applications, you should use Lifecycle Services for deployment:
      - Dynamics 365 Finance、Dynamics 365 Supply Chain Management、Dynamics 365 Commerce
    - For other Dynamics 365 business applications, such as the following list, your primary deployments will be online by using a standard development-test-production set of environments:
      - Dynamics 365 Sales、Dynamics 365 Customer Service、Dynamics 365 Customer Insights - Journeys、Dynamics 365 Field Service

- [Work with requirements for Microsoft Power Platform and Dynamics 365](https://learn.microsoft.com/en-us/training/modules/work-with-requirements/)
  - [Identify non-functional requirements](https://learn.microsoft.com/en-us/training/modules/work-with-requirements/4-non-functional-requirements)
    - Functional requirements describe what the solution needs to do or its behaviors
    - non-functional requirements describe non-behavior aspects of the solution such as performance requirements
      - dependencies on factors that are out of your control, such as age of computers, network bandwidth, network firewall and internet security software, and compliance officers

- [Perform fit gap analysis](https://learn.microsoft.com/en-us/training/modules/fit-gap-analysis/)
  - [Categorize business requirements and perform gap fit analysis](https://learn.microsoft.com/en-us/training/modules/fit-gap-analysis/4-analysis)
    - the person who performs the fit gap analysis should have a good understanding of the app's out-of-the-box features
  - [Evaluate Dynamics 365 and Microsoft Power Platform apps](https://learn.microsoft.com/en-us/training/modules/fit-gap-analysis/5-apps)
    - Native Dynamics 365 model-driven apps cannot directly use a connector. However, by embedding a Power Apps canvas app, which can use connectors, you can use them to help you bring data into Dynamics 365 without data migration.


##### Integrate with Microsoft Power Platform and Dataverse
勉強材料：https://learn.microsoft.com/en-us/training/paths/integrate-power-platform/
- [Work with Dataverse Web API](https://learn.microsoft.com/en-us/training/modules/common-data-service-web-api/)
  - [Introduction to the Microsoft Dataverse Web API](https://learn.microsoft.com/en-us/training/modules/common-data-service-web-api/1-introduction)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/90816a0d-a456-ba7d-7e0f-f51596b107ec.png)
    - OData 4.0、Dataverse Web API is implemented as an OData (OASIS Open Data Protocol) 
    - FetchXML is a robust query language that was developed by Microsoft to enable complex operations to be performed against Microsoft Dataverse data

  - [Authenticate against Microsoft Dataverse by using OAuth](https://learn.microsoft.com/en-us/training/modules/common-data-service-web-api/2-authenticate)
    - Authentication vs. authorization
      - Authentication is the process or action of verifying the identity of a user or process. Microsoft's solution to this verification process is Azure Active Directory (Azure AD). 
      - Authorization is the process or action of verifying whether an authenticated user is authorized to access the resources that are being provided. you won't use OAuth 2.0 to govern app-level security, which is instead handled with the Power Apps admin center.

  - [Call Power Automate actions from the Web API](https://learn.microsoft.com/en-us/training/modules/common-data-service-web-api/6-power-automate)
    - For more information about which pre-built actions are available for use through the Web API, see the [Web API Action Reference](https://learn.microsoft.com/en-us/power-apps/developer/data-platform/webapi/reference/actions?view=dataverse-latest&viewFallbackFrom=dynamics-ce-odata-9%2F%3Fazure-portal%3Dtrue&preserve-view=true)

- [Integrate Dataverse Azure solutions](https://learn.microsoft.com/en-us/training/modules/integrate-common-data-service-azure-solutions/)
  - [Microsoft Dataverse Azure Solutions overview](https://learn.microsoft.com/en-us/training/modules/integrate-common-data-service-azure-solutions/1-introduction)
    - Logic Apps comes with a Microsoft Dataverse connector that will allow you to trigger actions based on various Dataverse events (such as a record being created or updated).


##### Work with Dynamics 365 Sales
勉強材料：https://learn.microsoft.com/en-us/training/paths/working-with-dynamics-365-sales/
- [Get started with Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/sales-get-started/)
  - [Overview of Sales products](https://learn.microsoft.com/en-us/training/modules/sales-get-started/overview)
    - Professional、Enterprise、Premium（Enterprise＋AI）
    - Relationship Sales：connect sales records with LinkedIn 
    - Sales Copilot：use Microsoft 365 and Microsoft Teams to automatically data entry

  - [In-app marketing](https://learn.microsoft.com/en-us/training/modules/sales-get-started/in-app-marketing)
    - you might want to promote your business and improve sales but don't need the capabilities of a complete marketing solution

- [Set up and configure Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/configure-dynamics-365-sales/)
  - [most important settings should address before configuring the rest of the system](https://learn.microsoft.com/en-us/training/modules/configure-dynamics-365-sales/2-configure-application)
    - Sales territories、Autonumber settings、Fiscal year、Currencies、Goals
  - [Document management](https://learn.microsoft.com/en-us/training/modules/configure-dynamics-365-sales/document-management)
    - The documents are stored and accessed through SharePoint, and they're not accessed directly from Dynamics 365.
    - [Enable SharePoint document management for specific entities](https://learn.microsoft.com/en-us/power-platform/admin/enable-sharepoint-document-management-specific-entities)
  - [Set up security roles](https://learn.microsoft.com/en-us/training/modules/configure-dynamics-365-sales/4-security-roles)
    - Access levels
      - User (basic) 、Business Unit (local)、Parent: Child Business Units (deep)、Organizational (global) 

- [Manage leads with Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/manage-leads-dynamics-365-sales/)
  - [Dynamics 365 leads overview](https://learn.microsoft.com/en-us/training/modules/manage-leads-dynamics-365-sales/1-leads-overview)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/fe081ed8-1d91-2f23-7d36-218179b64b6f.png)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/de6f2cd2-34f9-dfc6-e1ca-2388073895c8.png)

  - [Lead management lifecycle](https://learn.microsoft.com/en-us/training/modules/manage-leads-dynamics-365-sales/3-lead-management-lifecycle)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/74dc23fa-3f41-920a-6cd2-0d5c7c1a9e43.png)

  - [Lead qualification](https://learn.microsoft.com/en-us/training/modules/manage-leads-dynamics-365-sales/4-lead-qualification)
    - the records that Dynamics 365 creates when you Qualify the lead
    ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/61583b73-bbe2-382e-f7fe-e88f9e8eb6da.png)
      - A new account record is created only if the Company column in the lead record is set.
      ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/67bb365a-cf9d-2efe-70ed-5b9bce2c4cda.png)


- [Manage opportunities with Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/manage-opportunities-dynamics-365-sales/)
  - [Create Dynamics 365 opportunities](https://learn.microsoft.com/en-us/training/modules/manage-opportunities-dynamics-365-sales/2-create-opportunities)
    - Another way to create opportunities is to convert existing Dynamics 365 activities to opportunities.
    - Revenue information can be provided by the user or calculated by the system

  - [Account and team selling](https://learn.microsoft.com/en-us/training/modules/manage-opportunities-dynamics-365-sales/3-account-and-team-selling)
    - Owner teams are best used in scenarios where the membership of the team won't change often.
    - Connections are useful for identifying team members, they don't include security concepts like record ownership or access privileges. 
    - Access teams provide an easy way to share business objects and collaborate with other people across business units.

  - [Opportunity management lifecycle](https://learn.microsoft.com/en-us/training/modules/manage-opportunities-dynamics-365-sales/4-opportunity-management-lifecycle)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/a7108a76-bcf4-3710-925d-a7b8fe8453b1.png)


- [Manage and organize your product catalog with Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/manage-organize-product-catalog-dynamics-365-sales/)
  - [Dynamics 365 product catalog overview](https://learn.microsoft.com/en-us/training/modules/manage-organize-product-catalog-dynamics-365-sales/1-product-catalog-overview)
    ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/275ecd08-f056-cc3f-c84b-e4d847d6b4a6.png)

  - [Currencies and currency management](https://learn.microsoft.com/en-us/training/modules/manage-organize-product-catalog-dynamics-365-sales/2-currencies-and-currency-management)
    - A default currency isn't required. 
    - After the base currency is defined for an organization, it can't be changed.
    - By default, product records are created in a draft state. While a product is in a draft state, sales staff can't add it to items like opportunities, quotes, or orders.


- [Process sales orders with Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/process-sales-orders-dynamics-365-sales/)
  - [Sales order processing overview](https://learn.microsoft.com/en-us/training/modules/process-sales-orders-dynamics-365-sales/1-sales-order-processing-overview)
  ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/b5f8199a-cc64-d275-ab7f-61f62af4d18b.png)

 - [Orders and invoices](https://learn.microsoft.com/en-us/training/modules/process-sales-orders-dynamics-365-sales/3-orders-and-invoices)
   - When viewing an order, the Prices Locked column indicates whether the pricing is currently locked
     - Prices can be locked by selecting the Lock Pricing button
     -  When pricing is locked, it isn't possible to overwrite the pricing information on the order. Quantities can be adjusted but pricing can't
     -  Write-in products can have the price defined when they're added, but the quantities can't be updated while the pricing is locked.


- [Manage relationships with relationship selling in Dynamics 365 Sales](https://learn.microsoft.com/en-us/training/modules/manage-relationships-social-selling-dynamics-365-sales/)
  - [Sales accelerator](https://learn.microsoft.com/en-us/training/modules/manage-relationships-social-selling-dynamics-365-sales/sales-accelerator)
    - By default, sales accelerator is available in the Sales Hub app with limited functionalities. 
  - [Enforce best practices with playbooks](https://learn.microsoft.com/en-us/training/modules/manage-relationships-social-selling-dynamics-365-sales/2-enforce-best-practices-with-playbooks)
    - Playbooks are different from sequences since playbooks are typically targets at a specific scenario such as someone leaving the company, issuing a refund, or dealing with a specific type of objection.
    -  Sequences are more focused on ensuring that sellers understand the best records to be targeting are part of selling process. 
    -   if you have a template created for an opportunity, and you set Track Progress to Yes, all playbook activities are created under the playbook that's launched from the opportunity record in the following hierarchy: Opportunity Record > Playbook Record > Activities.
  - [Manage relationship health with Sales Insights](https://learn.microsoft.com/en-us/training/modules/manage-relationships-social-selling-dynamics-365-sales/3-manage-relationship-health-with-sales-insights)  
    - Dynamics 365 Sales Insights Premium is a subscription based add on.
  - [Sales Navigator](https://learn.microsoft.com/en-us/training/modules/manage-relationships-social-selling-dynamics-365-sales/5-sales-navigator)
    -  It does require another subscription on top of your Dynamics 365 subscription


- [Analyze Dynamics 365 sales data](https://learn.microsoft.com/en-us/training/modules/analyze-dynamics-365-sales-data/)
  - [Search tools](https://learn.microsoft.com/en-us/training/modules/analyze-dynamics-365-sales-data/2-searching-tools)
    - Excel integration
      - Static Excel data export、Dynamic workbooks、Dynamic PivotTables、Microsoft Excel Online
      - inline Excel。Any view that's currently shown in Dynamics 365 can be opened in Excel Online. 
  - [Out-of-box tools](https://learn.microsoft.com/en-us/training/modules/analyze-dynamics-365-sales-data/3-out-of-the-box-tools)
    - Each item that's presented on a dashboard is called a component. Each dashboard can include a maximum of six components, unless you're using interactive dashboards, or unless you've increased the default limit through advanced customizations by using Microsoft Windows PowerShell.
    - Dashboards aren't automatically refreshed, but they show the most current data every time you load the page.
  - [Power BI](https://learn.microsoft.com/en-us/training/modules/analyze-dynamics-365-sales-data/4-power-bi)
    - Each query can retrieve a maximum of 100,000 records from Dynamics 365 Online.
    - integrating Power BI with Dynamics 365
      - Only Dynamics 365 Online is supported
      - You must have an associated Power BI account
      - Power BI dashboards can appear only on personal dashboards and embed Power BI visualizations can be embedded only on personal dashboards
      - Data updates occur hourly or daily: Power BI doesn't show a real-time view of Dynamics 365 data. The data is updated at specific intervals that depend on your pricing tier


##### Get started with the features in Dynamics 365 Project Operations
勉強材料：https://learn.microsoft.com/en-us/training/paths/get-started-features-project-operations/

- [Get started with Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-operations/)
  - [Deployment types](https://learn.microsoft.com/en-us/training/modules/get-started-project-operations/4-deployment)
    - deployment types
      - Lite deployment – deal to proforma invoicing
      - Project Operations for resource/non-stocked scenarios
      - Project Operations for stocked/production order scenarios
      ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/db2a90bd-7cdc-6ef9-d11f-a6b105f2e827.png)
  - [Project sales management](https://learn.microsoft.com/en-us/training/modules/get-started-project-operations/5-sales-management)
    - The sales processes that are used in a project-based organization differ from the sales processes that are used in a product-based organization
    - For a qualified lead to automatically create an opportunity, set the Type attribute to Work-based when you create the lead
    - Project-based opportunities in Project Operations are designed with integration to Dynamics 365 Sales.
    - Contracts in Project Operations are built on Orders in Dynamics 365 Sales. do not use a Sales order and Project Operations contract interchangeably.
  - [Project management](https://learn.microsoft.com/en-us/training/modules/get-started-project-operations/6-project-management)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/059102d7-ca73-aa75-9e69-4b64ad8910d2.png)
  - [Resource management](https://learn.microsoft.com/en-us/training/modules/get-started-project-operations/7-resource-management)
    - Bookings are the hard or soft allocation of resources to a project.
      Unlike bookings, assignments are the commitment of resources to project tasks in the project schedule

- [Get started with project sales management in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-sales-management/)
  The reason is because the sales cycles for project-based organizations are longer and require customized estimate techniques to analyze and create quotes for each deal.
  - [Introduction](https://learn.microsoft.com/en-us/training/modules/get-started-project-sales-management/01-introduction)
    - In Project Operations, the sales order is customized and called a project contract.
  - [Price lists](https://learn.microsoft.com/en-us/training/modules/get-started-project-sales-management/02-price-lists)
    - Depending on whether the price list expresses cost rates or sales and bill rates, the context of the price list is Sales or Cost.
  - [Project contracts](https://learn.microsoft.com/en-us/training/modules/get-started-project-sales-management/06-project-contracts)
    - An active or closed contract can't be edited or reopened.

- [Get started with project management in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-management/)
  - [Estimates](https://learn.microsoft.com/en-us/training/modules/get-started-project-management/06-estimates)
    - Project Operations doesn't allow for material estimates on quote line details. These estimates are called transaction classes. 
      Two transaction types are supported for quote line details: Cost and Project Contract.

- [Get started with resource management in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-resource-management/)
  - [Bookings and assignments](https://learn.microsoft.com/en-us/training/modules/get-started-project-resource-management/02-booking-assignments)
    - Bookings are the hard or soft allocation of resources to a project. Hard bookings consume a resource's capacity. 
      Assignments are the commitment of resources to project tasks in the project schedule.
  - [Resource management modes](https://learn.microsoft.com/en-us/training/modules/get-started-project-resource-management/05-modes)
    - The two modes are Central and Hybrid.
      - Central mode. Fulfillment of the resource requirements is delegated to a resource manager.
      - Hybrid mode. Project managers can use the Resource manager dashboard to manage the resources on projects.
  - [Booking allocation methods](https://learn.microsoft.com/en-us/training/modules/get-started-project-resource-management/06-allocation-methods)

- [Get started with work management in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-work-management/)
  - [Expense deployment models](https://learn.microsoft.com/en-us/training/modules/get-started-project-work-management/03-expense-deployment)
    - Project Operations includes two supported deployment models for expense:
      - Full - Full deployment is available for Project Operations for resource/non-stocked based scenarios or Project Operations for production order-based scenarios.
      - Basic - Basic deployment is available for Project Operations for resource/non-stocked based scenarios and Lite deployment – deal to proforma invoicing.

- [Get started with invoicing in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-invoicing-project-operations/)
  - [Introduction](https://learn.microsoft.com/en-us/training/modules/get-started-invoicing-project-operations/01-introduction)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/acb39821-e996-d3fc-ee5c-2fab68cb2b98.png)
  - [Manage the billing backlog](https://learn.microsoft.com/en-us/training/modules/get-started-invoicing-project-operations/02-billing-backlog)
    - Project Operations has two dedicated views to help you work with and manage the billing backlog:
      - Fixed Price Milestones
      - Time and Material Billing Backlog
  - [Proforma invoicing](https://learn.microsoft.com/en-us/training/modules/get-started-invoicing-project-operations/03-proforma-invoice)
    - In Project Operations, proforma invoices are built as an extension to the invoices in Microsoft Dynamics 365 Sales. Because of the differences, don't use invoices in Sales and Project Operations interchangeably.

- [Get started with project accounting in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-project-accounting/)
  - [Project categories](https://learn.microsoft.com/en-us/training/modules/get-started-project-accounting/03-project-categories)
    - Transaction categories are the basic groupings for project transactions. Within that grouping is a set of shared categories that can be shared across applications and modules. Project categories are the most granular level of categories and are specific to legal entity, module, and application.
    ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/c35e9a10-1254-a241-65dd-a9ecea2de4ee.png)
  - [Project Operations Integration journal](https://learn.microsoft.com/en-us/training/modules/get-started-project-accounting/07-integration-journal)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/4a754e28-5a1d-72f5-6648-1b9fd00ee7cd.png)

- [Set up project delivery management for stocked scenarios in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/set-up-project-delivery-management/)

- [Get started with subcontracting in Dynamics 365 Project Operations](https://learn.microsoft.com/en-us/training/modules/get-started-subcontracting/)
  - [Subcontracting process](https://learn.microsoft.com/en-us/training/modules/get-started-subcontracting/subcontract-process)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/ffa71bc3-e924-8003-8e27-c6d219aabaf8.png)


##### Work with cases in Dynamics 365 Customer Service
勉強材料：https://learn.microsoft.com/en-us/training/paths/work-with-cases-in-dynamics-365-for-customer-service/

- [Get started with Dynamics 365 Customer Service](https://learn.microsoft.com/en-us/training/modules/get-started-with-dynamics-365-for-customer-service/)
- [Managing cases with Dynamics 365 Customer Service Hub](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/)
  - [Case creation and lifecycle](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/2-case-creation-and-lifecycle)
    - Any custom activities that are created for an organization can also be converted to cases
    - all case activities must be closed before you cancel a case
      - Canceled
      - Merged

  - [Considerations for case creation automation](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/3-case-creation-automation-considerations)
    - you can have only one active rule for the same source type and queue at any time.

  - [Case management dashboard scenarios](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/6-case-management-scenarios-dashboards)
    - Multi-Stream Dashboard(Tier 1 dashboard)
      - contain information about different entities
    - Single-Stream Dashboard(Tier 2 dashboard)
      - deeper into cases
    - Entity-specific dashboards
      - multi-stream dashboards that display data streams related to a single entity

  - [Case management work with cases scenarios](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/7-case-management-scenarios-work-cases)
    - Parent/child cases
      - Only one level of hierarchy is supported.
      - No more than 100 child cases can be associated with a single master (parent) case. If you need more than 100 child cases, you might have to manually create a custom case hierarchy.
      - three cascading closure options (None, Close all child cases when parent is closed, Don't allow parent case closure until all child cases are closed)
    - case merging
      - A maximum of 10 cases can be merged in a single action. The ability to merge up to 10 cases is available only through the user interface (UI).

  - [Work with status reason transitions](https://learn.microsoft.com/en-us/training/modules/managing-cases-with-dynamics-365/8-working-with-status-reason-transitions)
    - status (Active, Resolved, Canceled)
      - status reason (associated with a specific record status and provides more information about why the record is in that status)
      - When you define Status reason transition options for an active status reason, there must be at least one path to an inactive status

- [Manage cases with Dynamics 365 Customer Service workspace](https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/)
  - [Get started with Customer Service workspace](https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/explore)
    - multiple Session、Tab creatation
      - Select a record - Opens the selected item in a new session that displays in the session tabs.
      - Hold the Shift key while selecting a record - Opens the selected item in a new session that displays in the session tabs.
      - Hold the Ctrl key while selecting a record - Opens the selected item in a new tab within the existing session.
    - Organizations can create settings that allow for simpler navigation options that don't require agents to use keyboard selections.
    ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/5fd25e44-1005-43d9-ca02-cc60b5dae2bf.png)
    - Work with enhanced case form
      - Agents can upload multiple attachments and take quick notes

  - [Case creation and life cycle](https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/create-cases)
    - Convert Activity records to a opportunity or case
  - [Automate case creation](https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/automate)
    - record creation and update rules
      - you can create multiple rules for a single source type, you can have only one active rule for the same source type and queue at any time.
      - A single rule can have multiple [rule items] defined.
        Each rule item consists of conditions and actions
          - condition
          - action
            - Record to create
            - Configure in Microsoft Power Automate
          - After the rule has found a matching rule item, it will apply that rule item and will stop checking for more matches
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/45742bff-773d-7849-994b-023325687d20.png)
    - When the source type is set to Emails, you'll have the following options
      - Create records for email from unknown senders
      - Create case if a valid entitlement exists for the customer
      - Create cases for activities associated with a resolved case

  - [Case management scenarios](https://learn.microsoft.com/en-us/training/modules/manage-cases-customer-service-workspace/case-management)
    - Timeline - Displays related case activities,  track the total time that agents spend on activities that are associated with a case to determine how much time to bill the customer.
    - Productivity pane
      - Smart assist - This AI-backed tool suggests potentially relevant knowledge articles and similar cases that might help to resolve the issue
      - Agent scripts - Provide guidance to agents while they're working on a case. You can create different scripts for different scenarios, such as different types of cases
      - Knowledge search - Allows agents to search the organization's entire Dynamics 365 Knowledge Management repository to find a potential resolution.
    - Parent and child cases
      - Each organization can have only one cascading closure option defined
    - Case merging

- [Use Microsoft Dynamics 365 Customer Service queues to manage case workloads](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/)
  - [Introduction to Microsoft Dynamics 365 queues](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/1-dynamics-365-queues-overview)
    - Several types of queues are available in Dynamics 365:
      - Public: These queues are visible to the whole organization.
      - Private: The queues are visible only to users who have been designated as queue members.
      - Personal: These queues are associated with a specific user or team, and are visible only to that user or team.
        - personal queues are automatically created when a new user or team is defined, They can't be created manually
  - [Configure tables for queues](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/2-configuring-entities-for-queues)
    - Out of the box, queues are preconfigured only for cases and activities
      - Most record types can be routed to queues in Dynamics 365. But for most tables other than cases and activities, the capability to use queues isn't turned on by default
      - After you set up a table to use queues and save your changes, you can't turn queues off.

  - [Create a Microsoft Dynamics 365 queue](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/3-creating-a-dynamics-365-queue)
    - If a queue will receive email, it must have an associated email alias. you can define which emails that come into the queue will be converted to email activities.
    - Queues can be deleted only if there are no queue items in them. All items in a queue must be removed (finished, deleted, or moved to another queue) before the queue can be deleted.

  - [Work with queues](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues)
    - When a record like a case or an activity is routed to a queue, a separate record called a queue item is created. 
      - Queue items are what agents see in the queue, and they're what agents use to select and work on specific records.
      - A record (for example, a case) can have a queue item in only one queue at a time.

  - [Routing rule sets](https://learn.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/6-routing-rule-sets)
    - highly recommend that you put more specific rule items higher in the rule set, so that they're checked first.


- [Agent collaboration in Dynamics 365 Customer Service](https://learn.microsoft.com/en-us/training/modules/agent-collaboration/)
  - [Set up Microsoft Teams chat in Customer Service](https://learn.microsoft.com/en-us/training/modules/agent-collaboration/configure-chat)
    - agents can start a new chat or link an existing chat to a record as they're working on customer records
    - Agent experience profiles enable you to create targeted app experiences for agents and supervisors
    - Link chats to Dynamics 365 records
      - standard record types, including case, account, contacts, knowledge article, and email, are available out-of-the-box, or you can add your desired record type
    - Introduction messages for a record type
      - Based on the view that's selected, the first five fields of the view will be used as the context card details

  - [Use embedded Teams chat in Customer Service](https://learn.microsoft.com/en-us/training/modules/agent-collaboration/embedded-chat)
  - [Microsoft Teams meeting integration in Dynamics 365](https://learn.microsoft.com/en-us/training/modules/agent-collaboration/meeting-integration)
    - The Dynamics 365 app enables you to view information of a record that is linked with a meeting.

  - [Set up customer support swarming for complex cases](https://learn.microsoft.com/en-us/training/modules/agent-collaboration/configure-customer-support-swarming)
    - Dynamics 365 Customer Service Enterprise license
    - The swarm guide will provide guidance to the agents regarding what should be entered into any swarm request that they submit.
    - set up which case fields to include as part of the swarm form


- [Create or update records automatically in Customer Service Hub](https://learn.microsoft.com/en-us/training/modules/auto-create-records-hub/)
  - [Set up rules to create or update records automatically](https://learn.microsoft.com/en-us/training/modules/auto-create-records-hub/2-define-rules)
    - use the record creation and update rule
      - Queue to monitor - Specifies which queue (if any) that the rule will be monitoring to look for records. For example, you might specify monitoring your organization's default support queue.
        - When you define a queue to monitor, when the rule is active, it will monitor all incoming activities to that source queue. If the activity type matches the activity type that is specified for the queue, such as an email, the rule will process the incoming activity to create or update records.
        - For an email source type, specifying a queue is mandatory. For all other source types, including custom activities, it's optional.
      - Activity type to monitor - Specifies which type of activity record that the rule will look for when applying the rule.
    - While you can create multiple rules for a single source type, you can have only one active rule for the same source type and queue at any time.
      - The previous scenario is also true if you have two rules that are not associated with a specific queue but have the same source type. Be aware of this factor as you design rules.
  - [Configure rules for creating or updating records automatically Completed](https://learn.microsoft.com/en-us/training/modules/auto-create-records-hub/3-rule-items)
    - rule items define the conditions to evaluate and the actions to take based on the conditions.
      - When the rule finds a matching rule item, it will apply that rule item and stop checking for more matches.
    - Conditions can evaluate specific contents in the activity to convert
      - specify the action to take when the condition is met
        - Record to create
        - Configure in Microsoft Power Automate
          - connect to the Microsoft Dataverse connector to populate data, need to sign in to the connector

  - [Map records manually with Power Automate](https://learn.microsoft.com/en-us/training/modules/auto-create-records-hub/4-map-records)
  - [Complete and activate your rule](https://learn.microsoft.com/en-us/training/modules/auto-create-records-hub/5-activate-rule)
    - Automatically reply to email, if you want to send an email to the customer after a condition has been matched and a case is created
    - it's best to place the most specific rules first and then work your way down the list.


##### Implement Microsoft Dynamics 365 Field Service
勉強材料：https://learn.microsoft.com/en-us/training/paths/implementing-dyn365-field-service/
- [Configure Microsoft Dynamics 365 Field Service](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/)
  - [Key Field Service configuration considerations](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/1-key-field-service-configuration-considerations)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/0fa80b7c-cc8f-f383-2077-26c11169c9e9.png)
    - Field Service uses Universal Resource Scheduling (URS) to schedule work orders in the application
      - You can verify this in the Resource Scheduling application.
 
  - [Define Field Service products and services](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/2-defining-field-service-products-and-services)
    - need to define the products and services that will be used and delivered on work orders. 
      - Field Service uses the traditional Dynamics 365 product catalog to define products and services.
    - three product types
      - Inventory: Products whose inventory levels are tracked and deducted from inventory when they are sold.
      - Non-Inventory: Products that are sold to a customer but are not tracked in inventory.
      - Services: Services that are sold on a time-and-materials basis. 
    - Price lists can be defined in multiple places, such as in a work order or an individual product
      - A work order's price list is used if a product has a different default price list than the work order.
      - The price of the product will come from the list price on the product if an item is not on the work order's price list.

  - [Work with work order types, territories, and status settings](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/3-working-with-work-order-types-territories-and-statuses)
    - Although it's possible to create new status settings, it's highly recommended that you don't customize Work Order Status settings.
      - For scenarios where you need more information about a work order, you can use the Work Order Substatus.
    - Territories are used to break larger service areas into smaller areas

  - [Resolutions](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/resolutions)
    - organizations can report how work orders are resolved
      - Associate resolutions with work orders
      - Relate resolutions to specific work order incident types
        - When an incident type is added to a work order, any resolutions defined on the incident type will automatically be added to the work order.

  - [Define incident and service task types](https://learn.microsoft.com/en-us/training/modules/implement-configure-microsoft-dynamics-365-for-field-service/4-defining-incident-and-service-task-types)
    - To simplify the creation of a work order, incidents are templates used to populate work orders.
      - A single work order can contain multiple incidents


- [Work order management in Dynamics 365 Field Service](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/)
  - [Overview of the Field Service work order lifecycle](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/1-dynamics-365-field-service-work-order-lifecycle-overview)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/6710a4d9-dcc1-560f-0879-4ad613e9bbbd.png)
    - Work orders can be created:
      - Manually: By field agent, or centralized dispatch
      - Case: By customer support
      - Opportunity: By sales/scheduling
    - Work Order Scheduling:
      - work order schedule is created, resources are assigned to work on it, Once a work order is scheduled, the work order has a status on Open - Scheduled

  - [Create and define work orders](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/2-creating-and-defining-work-orders)
    - make sure an opportunity can be converted, you'll first need to define the following.
      - A work order type: On the Field Service tab of the opportunity, for Work order type, enter a type.
      - A sales tax code: On the account record of the opportunity, enter a default sales tax code. If the account is tax exempt, note that on the account record as well.
    - make sure a case can be converted, you'll first need to define the following:
      - An incident type: On the Field Service tab of the case, define the incident type
      - A Price List: For the system to know how to price the products and services, a price list needs to be specified for the work order that will be created.
    - other ways to create work orders.
      - Agreements: Agreements provide the ability to autogenerate work orders on a defined schedule.
      - A scheduling portal: A customer might want to request service or schedule work orders from a portal. 
      - Connected Field Service (CFS)/Internet of things (IoT): Because more IoT-enabled devices are in use, organizations are using them to change their service models.

  - [Work with work order-related records](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/3-working-with-work-order-related-records)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/b6cd9c01-1e07-dc1d-3912-b58c14b59603.png)
    - Work orders in Field Service are always associated with an account record
      - Service Account: Defines the account for which the work is taking place
      - Billing Account: Defines the account record that is responsible for paying, and where the invoice will be sent.

  - [Work with incidents](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/incidents)
    - When an incident is selected for a work order, it will automatically populate any products, services, and tasks that have been defined for it.

  - [Scheduling considerations](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/scheduling-considerations)
    - As work orders are created, another record called a resource requirement record is created. 
      - The resource requirement record is used to help the scheduling process.
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/127ce0a9-aaf3-43b0-81ad-17d6b0faf308.png)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/aaadd910-010c-11cf-5d68-788532961357.png)

  - [Work with inventory and warehouses](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/6-working-with-inventory-and-warehouses)
    - Warehouses are located under the Inventory group. 
      - When you're creating new warehouse records, you only need to supply a name for the warehouse.
    - Inventory adjustments and transfers
      - Inventory Adjustments: Adding or subtracting inventory to or from a warehouse.
        - A single adjustment record can contain multiple individual product adjustments
      - Inventory Transfers: Changing the warehouse location of product inventory.
        - a single transfer record can contain multiple product transfers.

  - [Customer assets](https://learn.microsoft.com/en-us/training/modules/implement-work-order-management-agreements-inventory-and-purchasing/customer-assets)
    - using Connected Field Service
      - monitor the asset's health and trigger IoT alerts and work orders as needed
        - Record specific information about an item.
        - Create an historic log of all the work orders that are related to an item.


- [Define agreements in Dynamics 365 Field Service](https://learn.microsoft.com/en-us/training/modules/define-agreements/)
  - [Introduction](https://learn.microsoft.com/en-us/training/modules/define-agreements/introduction)
    - An agreement is a framework for automatically generating work orders and invoices at predefined intervals.
 
  - [Booking setups](https://learn.microsoft.com/en-us/training/modules/define-agreements/booking-setups)
    - Booking setups define the specifics of how and when work orders are generated.
    - In the Work Order Settings section, you can define specifics about the work orders that will be created.
  
  - [Booking setups](https://learn.microsoft.com/en-us/training/modules/define-agreements/booking-setups)
    - Booking setups define the specifics of how and when work orders are generated

  - [Define invoices](https://learn.microsoft.com/en-us/training/modules/define-agreements/invoices)
    - Adding invoices to an agreement is similar to defining booking setups. The main difference is that you'll also define specific products that you want to include on the invoice
      - You can only create invoice products for products with an inventory or non-inventory type.


- [Use service-level agreements and entitlements in Dynamics 365 Field Service](https://learn.microsoft.com/en-us/training/modules/use-service-level-agreements-entitlements/)
  - [Introduction](https://learn.microsoft.com/en-us/training/modules/use-service-level-agreements-entitlements/introduction)
    - managing the level of service that a customer is entitled to:
      - Service-level agreements (SLAs) - Track and define what should happen when a case is opened, such as the initial response time by a support engineer or the time that it takes to resolve the case.
      - Entitlements - Agreements that define the level and type of support that a customer is entitled to.

  - [Create an entitlement](https://learn.microsoft.com/en-us/training/modules/use-service-level-agreements-entitlements/entitlements)
    - After you've defined your price lists and have associated the necessary products with them, you're ready to create an entitlement. 
    - While an entitlement can only apply to one customer, a billing account might be related to multiple service accounts
      - you can apply entitlements to work orders for multiple locations if the billing account is the same for all.

  - [Entitlement conflicts](https://learn.microsoft.com/en-us/training/modules/use-service-level-agreements-entitlements/conflicts)
    - can apply multiple entitlements to a single work order product or service
      - However, one entitlement is selected by default, first by the Entitlement Prioritization value
        - selects the one with the highest priority (1 being the highest). Any priority value is greater than a blank priority value.
        - If no priority values exist, or if priority values are equal, the system will select the most specific entitlement.
    - Configuration considerations
      - Apply different discounts - If you want to apply a 10 percent discount on products and a 20 percent discount on services, it will require two entitlements.
        - If the work order service account matches the primary customer of the entitlement and the billing account doesn't, the entitlement won't be applied.
      - Apply entitlements to specific products or services - Adding products and services to the products subgrid in an entitlement will apply the entitlement when the product or service matches the work order product or service.

  - [Create service-level agreements](https://learn.microsoft.com/en-us/training/modules/use-service-level-agreements-entitlements/create-service-level-agreements)
    - Before you can create an SLA, you'll need to create the SLA KPIs that will be used in the service-level agreement
      - use the  Work Order Arrival Time by KPI to measure if field technicians are arriving on site in a timely manner.
      - KPI Field, Out-of-the-box, the Work Order table includes two options to choose from: 
        - Work Order Arrival Time KPI
        - Work Order Resolution KPI.
    - Define SLA items
      - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/bb07c956-8452-43bd-bc57-e190f7c6f96b.png)
    -  If changes need to be made to the default SLA, it needs to be deactivated. After it's been reactivated, the SLA will need to be defined as the default SLA again.

- [Create custom apps for Dynamics 365 Field Service](https://learn.microsoft.com/en-us/training/modules/custom-apps-field-service/)
  - [Introduction](https://learn.microsoft.com/en-us/training/modules/custom-apps-field-service/1-introduction)
    - ![image.png](https://qiita-image-store.s3.ap-northeast-1.amazonaws.com/0/2747384/49de3bf7-1f5b-a492-7e0c-3b937323309e.png)
    - By using the Microsoft Dataverse connector, Power Apps can connect to Dynamics 365 applications, including Dynamics 365 Field Service apps.
    - Different types of apps in Power Apps
      - Canvas apps start with the user experience, crafting a highly tailored interface with the power of a blank canvas and connecting it to your choice of 500+ data sources. One of those data sources is Microsoft Dataverse, where you can build apps connected on Dynamics 365 data.
      - Model-driven apps start with your data model. Model-driven apps build up from the shape of your core business data and processes within Microsoft Dataverse to model forms, views, and other components. can automatically generate great UI that is responsive across devices
      - Portal apps are external-facing web applications that allow users outside of the organizations to sign in with various identities and view and create data in Dataverse.

  - [Universal Resource Scheduling](https://learn.microsoft.com/en-us/training/modules/custom-apps-field-service/5-urs)
    - is used across Dynamics 365 Field Service, Customer Service, and Project Operations to schedule work orders, service activities, and projects, respectively
      - can use Universal Resource Scheduling to schedule the records for any table within Microsoft Dataverse.
    - Three tables are used to schedule an item:
      - The item to be scheduled (for example, work order)
      - Resource requirement
        - defines the specific information that is required to schedule the item
      - Bookable resource booking
        - defines the selected date and time slot and the resource(s) chosen time to deliver the item
    - To be able to schedule a table with Universal Resource Scheduling, make sure that you include the following columns (Latitude, Longitude, From Date, To Date, Duration, Territory, Work Location)
    - The table that you want to schedule requires two one-to-many relationships from the table (Resource Requirement, Bookable Resource Booking)
    - Make sure that you define booking statuses for your table

  - [Set up and customize schedule boards](https://learn.microsoft.com/en-us/training/modules/custom-apps-field-service/6-schedule-board)
     - schedule board provides an overview of resource availability and bookings


- [Get started with the Dynamics 365 Field Service Mobile application](https://learn.microsoft.com/en-us/training/modules/get-started-mobile-app/)


- [Customize and configure the Dynamics 365 Field Service Mobile application](https://learn.microsoft.com/en-us/training/modules/configure-field-service-mobile/)
  - organizations can enable and configure multiple features, including the ability to:
    - Create offline profiles that determine which data can be taken offline.
    - Audit location to help schedulers know where workers are.
    - Enable push notifications to notify and remind workers of important information.
    - Configure barcode scanning.

  - [Offline configuration](https://learn.microsoft.com/en-us/training/modules/configure-field-service-mobile/3-offline)
    - enable agents to continue having access to necessary information while not connected. When agents are working offline
    - Based on the offline profile that is defined for a frontline worker, the app will download data to a local database from the device at predefined intervals or on demand. 

  - [Barcode scanning and global search](https://learn.microsoft.com/en-us/training/modules/configure-field-service-mobile/4-barcode)
    -  Relevance Search feature lets you search across multiple tables to find the value that you're looking for