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Microsoft® Dynamics CRM 2011 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing the newest version of Dynamics CRM. Authored by three leading Microsoft Dynamics implementers, it illuminates new opportunities to deploy CRM as a hosted service (SaaS), integrate with Azure cloud services, and extend CRM through Microsoft's new online service marketplace. The authors systematically explain how Dynamics CRM 2011 works, illuminating why it works that way, and how to drive maximum business value from it. Drawing on insider knowledge of Microsoft's new product, they present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. Their far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; Outlook and Office integration to reporting and security. This edition's extensive new coverage includes new chapters on Mobility, the Outlook Client, and Office 2010 integration, as well as greatly expanded coverage of CRM Online. It also contains new or expanded discussions of data visualization, SharePoint Foundation integration, user interface changes, inbuild charts, dashboards, IM and SMS communication support, auditing, no-code workflows, connections, queues, the new WCF-based programming model, UI scripting, and security.
1. New Features of CRM 5.0
2. Why Businesses Need a CRM system
3. Requirements for CRM 5.0
4. Setting up CRM 5.0
5. Common Functions
6. Working with Customers
7. Working with the Workplace
8. Working with Sales
9. Working with Marketing
10. Working with Service
12. Settings and Configuration
13. Client Configuration Options
14. E-mail Configuration
16. Solution Concepts
17. SharePoint Integration
18. Azure Extensions
20. Advanced Configuration and Customization
21. Reporting and Dashboard
22. Forms Authentication
23. Customizing Entities
24. Workflow Development
26. Web Services
27. Importing and Exporting Customizations
28. Interacting with Custom Web Applications
29. Data Management
30. Third party Add-on Options
31. Other Microsoft Dynamics Products