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Sams Teach Yourself Microsoft Dynamics Crm 4 in 24 Hours
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Table of Contents

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

 

About the Author

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.

 

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