Table of Contents

Introduction 1Part I: Introduction to the Business Use of Microsoft Dynamics CRMHOUR 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 ................................................................................................................17HOUR 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 ................................................................................................................29HOUR 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 ................................................................................................................41HOUR 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 ................................................................................................................55Part II: The Structure of Microsoft Dynamics CRMHOUR 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 ..................................................................................................93HOUR 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 ..............................................................................................................114HOUR 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 ..............................................................................................................131HOUR 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 ..............................................................................................................150HOUR 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 ..............................................................................................................176Part III: Getting Started Using the SoftwareHOUR 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 ..............................................................................................................193HOUR 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 ..............................................................................................................221HOUR 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 ..............................................................................................................243HOUR 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 ..............................................................................................................258HOUR 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 ..............................................................................................................281HOUR 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 ..............................................................................................................297HOUR 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 ..............................................................................................................316Part IV: The Support DepartmentHOUR 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 ..............................................................................................................330HOUR 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 ..............................................................................................................346HOUR 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 ..............................................................................................................363Part V: ReportingHOUR 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 ..............................................................................................................380HOUR 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 ..............................................................................................................402Part VI: Expanding the ApplicationHOUR 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 ..............................................................................................................412HOUR 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 ..............................................................................................................428HOUR 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 ..............................................................................................................444TOC, 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.