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Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours

Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours

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Description

  • Copyright 2010
  • Pages: 480
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-264942-X
  • ISBN-13: 978-0-13-264942-1

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

TOC, 10/1/09, 9780672330674

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