Introduction 1
Part I: Introduction to the Business Use of Microsoft Dynamics CRM
HOUR 1: What Is Microsoft Dynamics CRM? 3
Overview of the CRM Industry..............................................................................3
CRM Software Is Multidimensional ......................................................................4
Successful CRM Projects ........................................................................................8
Department Roles: Different Perspectives ..........................................................10
Executive Summary: Key Points to Remember ..................................................14
Workshop ............................................................................................................15
Q&A ....................................................................................................................16
Quiz......................................................................................................................16
Answers ................................................................................................................17
Exercise ................................................................................................................17
HOUR 2: The Basics: The CRM Functionality Vocabulary 19
Key Building Blocks of Microsoft Dynamics CRM ..............................................19
Record Types ........................................................................................................27
Workshop ............................................................................................................28
Q&A ....................................................................................................................28
Quiz......................................................................................................................29
Answers ................................................................................................................29
Exercise ................................................................................................................29
HOUR 3: The Business Roadmap 31
Fundamentals ......................................................................................................31
Deeper Look at Business Process ........................................................................32
Capturing Processes ............................................................................................36
Workshop ............................................................................................................39
Q&A ....................................................................................................................39
Quiz......................................................................................................................40
Answers ................................................................................................................40
Exercise ................................................................................................................41
HOUR 4: Infrastructure Choices 43
The Cloud, the Data, the Software......................................................................43
How It All Works Together ..................................................................................46
Microsoft Dynamics CRM Infrastructure Components ......................................46
Asynchronous Services and Microsoft Workflow Foundation ............................51
Diving into Development ....................................................................................52
Integration Options ............................................................................................52
Big Business Versus Small Business ....................................................................52
Workshop ............................................................................................................53
Q&A ....................................................................................................................54
Quiz......................................................................................................................55
Answers ................................................................................................................55
Exercise ................................................................................................................55
Part II: The Structure of Microsoft Dynamics CRM
HOUR 5: Security 57
How It All Comes Together..................................................................................61
Business Units ......................................................................................................63
Users ....................................................................................................................64
Security Roles ......................................................................................................74
Maintaining Security Roles..................................................................................78
Sharing Records ..................................................................................................84
Teams ..................................................................................................................87
Workshop ............................................................................................................90
Q&A ....................................................................................................................90
Quiz......................................................................................................................92
Answers ................................................................................................................92
Exercise ................................................................................................................93
Scenario................................................................................................................93
Possible Solution ..................................................................................................93
HOUR 6: Managing Leads 95
A Little History ....................................................................................................95
Importing New Leads ..........................................................................................96
What Data to Capture and the Import Process..................................................97
Distributing Leads..............................................................................................106
A Deeper Look at a Lead ..................................................................................106
From Lead to Account: Convert ........................................................................109
Workshop ..........................................................................................................112
Q&A ..................................................................................................................113
Quiz....................................................................................................................113
Answers ..............................................................................................................114
Exercise ..............................................................................................................114
HOUR 7: The Account in More Detail 115
Account Form ....................................................................................................115
Account Data ....................................................................................................119
How the Account Relates to a Few Other Entities (Record Types)....................125
What the Account Can Impact ........................................................................127
How the Account Can Be Redefined ................................................................127
Workshop ..........................................................................................................128
Q&A ..................................................................................................................130
Quiz....................................................................................................................130
Answers ..............................................................................................................131
Exercise ..............................................................................................................131
HOUR 8: The Sales Funnel 133
Sales Styles and Choices ....................................................................................133
Automating the Sales Process with Workflow ..................................................139
Editing an Existing Workflow ............................................................................147
Workshop ..........................................................................................................148
Q&A ..................................................................................................................149
Quiz....................................................................................................................149
Answers ..............................................................................................................150
Exercise ..............................................................................................................150
HOUR 9: Marketing Campaigns 151
The Campaign ..................................................................................................151
Creating and Tracking a Marketing Budget ....................................................167
Capturing the Results ........................................................................................168
Tracking the Steps, Activities, and Tasks ..........................................................172
Summary............................................................................................................173
Workshop ..........................................................................................................173
Q&A ..................................................................................................................174
Quiz....................................................................................................................175
Answers ..............................................................................................................175
Exercise ..............................................................................................................176
Part III: Getting Started Using the Software
HOUR 10: Entering Data as a Salesperson 177
A Month in the Life of a Salesperson................................................................177
Capturing a Lead, Entering a Lead ..................................................................178
Converting a Lead to an Account and Contact................................................182
Final Planning ..................................................................................................190
Workshop ..........................................................................................................192
Q&A ..................................................................................................................192
Quiz....................................................................................................................193
Answers ..............................................................................................................193
Exercise ..............................................................................................................193
HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM 195
Basic Configurations..........................................................................................195
Default Attributes ..............................................................................................211
Workshop ..........................................................................................................219
Q&A ..................................................................................................................220
Quiz....................................................................................................................220
Answers ..............................................................................................................221
Exercise ..............................................................................................................221
HOUR 12: Contacts and Activity Capture 223
Capturing Contact Information........................................................................223
Related Contacts: Tracking Relationships ........................................................232
Activities ............................................................................................................234
Workshop ..........................................................................................................241
Q&A ..................................................................................................................242
Quiz....................................................................................................................242
Answers ..............................................................................................................243
Exercise ..............................................................................................................243
HOUR 13: Emailing from Microsoft Dynamics CRM 245
Capturing Email ................................................................................................245
One Quick Message ..........................................................................................246
Doing a Blast of Emails ....................................................................................248
Canned Spam Act Compliance ........................................................................255
Microsoft Dynamics CRM Outlook Address Book ............................................255
Configuring Email Based on Your Preferences..................................................255
Workshop ..........................................................................................................256
Q&A ..................................................................................................................257
Quiz....................................................................................................................257
Answers ..............................................................................................................258
Exercise ..............................................................................................................258
HOUR 14: Word Mail Merge 259
Mail Merge Templates ......................................................................................259
Creating a Template Using an Existing Word Template ..................................262
Managing Templates ........................................................................................264
Managing Data Fields ......................................................................................266
Enabling Macros Within Microsoft Word 2007 ................................................268
Workshop ..........................................................................................................280
Q&A ..................................................................................................................280
Quiz....................................................................................................................281
Answers ..............................................................................................................281
Exercise ..............................................................................................................281
HOUR 15: Outlook Integration 283
Microsoft Dynamics CRM for Outlook Options ................................................283
The Synchronizing Architecture ........................................................................284
Synchronizing Data ..........................................................................................285
Mobility ..............................................................................................................293
What to Watch Out For: Troubleshooting Microsoft Outlook ..........................294
Workshop ..........................................................................................................295
Q&A ..................................................................................................................296
Quiz....................................................................................................................296
Answers ..............................................................................................................297
Exercise ..............................................................................................................297
HOUR 16: Workflow: Creating Simple Workflows 299
What Is Workflow? ............................................................................................299
Internal Alerts Based on Specific Criteria ........................................................304
Using Workflow to Automate ............................................................................307
Workshop ..........................................................................................................314
Q&A ..................................................................................................................315
Quiz....................................................................................................................315
Answers ..............................................................................................................315
Exercise ..............................................................................................................316
Part IV: The Support Department
HOUR 17: Support Management 317
Contracts ............................................................................................................317
Maximizing Support Profitability and Effectiveness ........................................322
The Subject ........................................................................................................324
Utilizing the Knowledge Base ............................................................................325
Workshop ..........................................................................................................328
Q&A ..................................................................................................................329
Quiz....................................................................................................................329
Answers ..............................................................................................................330
Exercise ..............................................................................................................330
HOUR 18: Contracts, Cases, Tickets, and Capturing Time 331
The Hierarchy of Contracts, Cases, and Time ..................................................331
How Cases Are Used ..........................................................................................337
Proactive Versus Reactive ..................................................................................338
Adding Workflow to Close a Case ....................................................................339
Queues................................................................................................................341
Workshop ..........................................................................................................344
Q&A ..................................................................................................................344
Quiz....................................................................................................................345
Answers ..............................................................................................................346
Exercise ..............................................................................................................346
HOUR 19: Scheduling 347
Scheduling in General ......................................................................................347
Getting Started with Scheduling........................................................................347
Viewing and Managing Schedule Conflicts ......................................................351
Setting Up Scheduling........................................................................................352
Workshop ..........................................................................................................362
Q&A ..................................................................................................................362
Quiz....................................................................................................................363
Answers ..............................................................................................................363
Exercise ..............................................................................................................363
Part V: Reporting
HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data 365
Key Concepts and Caveats ................................................................................365
Exporting the Right Data: Using Advanced Find ............................................367
Exporting a Static Worksheet ............................................................................372
Exporting a Dynamic Worksheet ......................................................................374
Exporting Data for PivotTable Analysis............................................................375
Adding Outside Data ........................................................................................377
Reusing and Sharing Your Spreadsheets ..........................................................377
Using a Dashboard ............................................................................................378
Workshop ..........................................................................................................378
Q&A ..................................................................................................................379
Quiz....................................................................................................................380
Answers ..............................................................................................................380
Exercise ..............................................................................................................380
HOUR 21: Reporting 381
Running Reports ................................................................................................382
Creating Your Own Report with the Report Wizard ........................................389
Share a Report with Other Users ......................................................................394
Add a File or Web Page as a Report..................................................................395
Create Report Snapshots (On-Premise Only) ....................................................397
Tips for Keeping Reports Organized..................................................................397
Custom Reports That Don’t Use the Report Wizard ........................................398
Workshop ..........................................................................................................399
Q&A ..................................................................................................................400
Quiz....................................................................................................................401
Answers ..............................................................................................................401
Exercise ..............................................................................................................402
Part VI: Expanding the Application
HOUR 22: Integration to the Other Applications 403
Bridge Software ..................................................................................................403
Points of Connect ..............................................................................................404
Integration to External Web Sources ................................................................405
Integration to Accounting Applications ..........................................................405
Some of the “Integration” Independent Software Vendors ..............................407
Data Migration ..................................................................................................408
Data Import/Data Migration Tools from Microsoft..........................................410
Workshop ..........................................................................................................411
Q&A ..................................................................................................................411
Quiz....................................................................................................................412
Answers ..............................................................................................................412
Exercise ..............................................................................................................412
HOUR 23: Microsoft Dynamics CRM Utilities You Can Add 413
Enhancing Contact Information ......................................................................413
Business Intelligence in Microsoft Dynamics CRM ..........................................415
Enabling Microsoft Dynamics CRM for Mobile Devices ..................................419
Database Tools and Utilities..............................................................................422
Compliance and Auditing Tools........................................................................425
Workshop ..........................................................................................................426
Q&A ..................................................................................................................427
Quiz....................................................................................................................427
Answers ..............................................................................................................428
Exercise ..............................................................................................................428
HOUR 24: Microsoft Dynamics CRM as a Development Framework 429
Options: What Can Be Changed? ....................................................................429
When Microsoft Dynamics CRM Is a Good Fit ................................................438
When the Core of Microsoft Dynamics CRM v4 Might Need Additional
Architecture and Design....................................................................................440
Skills Required: Who Can Make the Changes ..................................................441
Workshop ..........................................................................................................442
Q&A ..................................................................................................................442
Quiz....................................................................................................................443
Answers ..............................................................................................................443
Exercise ..............................................................................................................444
TOC, 10/1/09, 9780672330674
Anne Stanton, Certified Microsoft Dynamics CRM professional and CRM MVP alumni, has been working with line-of-business software for professional service companies for more than 20 years. A passionate technologist with a degree in computer science and a master’s degree in business administration. She has held such positions as Vice President of Commercial Logic, Inc.; Director of Microsoft Dynamics CRM Practice at The Rand Group, LLC; and President and Owner of The Norwich Group. Anne has also been a national speaker for such events as Microsoft Convergence, SMB Nation, Information Technology Alliance, and the Association of Accounting Marketers.
|
Ask a Question About this Product More... |
|
