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Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours, Portable Documents
- By Anne Stanton
- Published Oct 8, 2009 by Sams. Part of the Sams Teach Yourself -- Hours series.
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Description
- Copyright 2010
- Edition: 1st
- eBook
- ISBN-10: 0-7686-8970-8
- ISBN-13: 978-0-7686-8970-9
In just 24 sessions of one hour or less, you will be up and running with Dynamics CRM 4. Using a straightforward, step-by-step approach, this book offers a quick way for you to get started with Dynamics CRM by leveraging real business examples, practice exercises, and big picture theory. In addition to learning how to use the core application, you will develop a deeper understanding of how Dynamics CRM fits into today’s business needs.
Step-by-step instructions carefully walk you through the questions, issues, and tasks most common to Dynamics CRM.
Quizzes and Exercises at the end of each chapter help you build and test your knowledge.
By the Way notes present interesting pieces of information related to the discussion.
Did You Know? tips offer advice or show you easier ways to perform tasks.
Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.
Learn how to…
- Orchestrate a successful CRM project
- Identify building blocks of Dynamics CRM
- Automate processes
- Create and manage your business units and users
- Use and maintain security roles
- Redefine an account
- Import new contacts and distribute leads
- Create marketing campaigns and capture the results
- Convert a lead to an account and contact
- Configure your display
- Capture contact and activity details
- Email directly from Dynamics CRM
- Master scheduling
- Integrate Dynamics CRM with Microsoft Excel and other applications
- Create simple workflows
- Customize and add utilities
Sample Content
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
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