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Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours

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Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours

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  • Copyright 2012
  • Dimensions: 7" x 9-1/8"
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-268214-1
  • ISBN-13: 978-0-13-268214-5

In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!

Step-by-step instructions walk you through common tasks.

Quizzes and exercises at the end of each chapter test your knowledge.

By the Way notes present 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...

  • Get a deep jump start on Dynamics CRM
  • Grasp what is new in Dynamics CRM 2011
  • Bring together all the elements of a successful CRM project
  • Understand Microsoft’s roadmap for Dynamics CRM and prepare for the future
  • Establish a strong foundation by making the right infrastructure and security choices
  • Use Dynamics CRM to manage sales, leads, customer accounts, and marketing
  • Efficiently manage your individual contacts and activities
  • Take full advantage of email, Word mail merge, Excel and Outlook integration
  • Integrate and automate the way you manage contracts, cases, tickets, schedules, and time
  • Gain actionable business insights with Dynamics CRM Dashboards and Charts
  • Add solutions from the MarketPlace that make Dynamics CRM even more valuable
  • Extend Dynamics CRM with programming customizations and unique features

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 CRM and the CRM Industry     3

Department Roles: Different Perspectives     13

Business Applications, Functions, and Fundamentals     17

A Closer Look at Business Processes     17

Capturing Processes     22

Summary: Key Points to Remember     24

HOUR 2: The Basic Vocabulary of CRM Functionality     29

Key Building Blocks     29

Core Entities     30

Other Selected Entities     33

Other Important Components     36

Other Components     38

HOUR 3: Microsoft Dynamics CRM 2011: What's New     43

The New User Interface, Dashboards, and Charts     43

Entity Architecture Areas of Change     47

Small yet Important Enhancements to Dynamics CRM 2011     49

Processes: Workflow and Dialogs     53

Special New Features for the Microsoft CRM Developer     55

HOUR 4: Infrastructure Choices     61

Application Placement: Choices and Implications     61

Tenant Architecture and Its Implications, Including Multitenant Options     64

Microsoft Dynamics CRM Infrastructure Components     65

Asynchronous Services and Microsoft Workflow Foundation     70

Diving into Development     71

Integration Options     72

Big Business Versus Small Business     72

Part II: The Structure of Microsoft Dynamics CRM

HOUR 5: Security     77

How It All Comes Together     81

Business Units     83

Users     85

Security Roles     95

Maintaining Security Roles     98

Sharing Records     105

Teams     109

Field Security     111

HOUR 6: Managing Leads     121

A Little History     121

What Data to Capture and the Import Process     125

Distributing Leads     132

A Deeper Look at Leads     133

From Lead to Account: Conversion     135

HOUR 7: The Account Entity in More Detail     143

Entering Data: The Account Form     143

Account Data     147

How the Account Entity Relates to a Few Other Entities     154

What the Account Entity Can Impact     155

How the Account Entity Can Be Redefined     156

HOUR 8: The Sales Funnel     161

Sales Styles and Choices     161

Automating the Sales Process with Workflow     167

Editing an Existing Workflow     175

HOUR 9: Marketing Campaigns     179

The Marketing Campaign     179

Creating and Tracking a Marketing Budget     195

Capturing the Results     196

Tracking the Steps, Activities, and Tasks     199

Part III: Getting Started Using the Software

HOUR 10: Entering Data as a Salesperson     205

A Month in the Life of a Salesperson     205

Capturing a Lead and Entering a Lead     206

Converting a Lead to an Account and Contact     211

Final Planning     218

HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM     223

Basic Configurations     223

Web Resources     235

Default Fields     236

HOUR 12: Contacts and Activity Capture     249

Capturing Contact Information     249

Related Contacts     257

Leveraging and Using Activities     260

HOUR 13: Sending E-mail from Microsoft Dynamics CRM     271

Capturing E-mail     271

Sending One Quick Message     272

Sending Multiple E-mail Messages     274

CAN-SPAM Act Compliance     281

The Microsoft Dynamics CRM Outlook Address Book     281

Configuring E-mail Based on Your Preferences     282

HOUR 14: Microsoft Word Mail Merge     285

Mail Merge Templates     285

Creating a Template Using an Existing Word Template     288

Managing Templates     290

Managing Data Fields     291

Enabling Macros in Microsoft Word 2010 or 2007     294

HOUR 15: Outlook Integration     309

Microsoft Dynamics CRM for Outlook Options     309

The Synchronizing Architecture     310

Synchronizing Data     311

Mobility     319

What to Watch Out For: Troubleshooting Microsoft Outlook     319

HOUR 16: Workflows: Creating Simple Workflows     323

What Is a Workflow?      323

Internal Alerts Based on Specific Criteria     329

Using a Workflow to Automate a Process     332

Part IV: The Support Department

HOUR 17: Support Management     341

Creating and Using Contracts     341

Maximizing Support Profitability and Effectiveness     346

Leveraging the Subject Line in a Case     348

Utilizing the Knowledge Base     349

HOUR 18: Contracts, Cases, and Capturing Time     355

Why Use Cases; What’s in It for Me?      355

The Hierarchy of Contracts, Cases, and Time     356

Working with Cases and Activities     358

Proactive Versus Reactive Capturing of Time     365

Distributing Work: Users, Teams, and Queues     365

Adding a Workflow to Close a Case     371

HOUR 19: Scheduling     377

Scheduling in General     377

Getting Started with Scheduling     378

Viewing and Managing Scheduling Conflicts     382

Setting Up Scheduling     382

Part V: Reporting

HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data     395

Key Concepts and Caveats     395

Exporting the Right Data: Using Advanced Find     398

Exporting a Static Worksheet     403

Exporting a Dynamic Worksheet     405

Exporting Data for PivotTable Analysis     406

Adding Outside Data     408

Reusing and Sharing Your Spreadsheets     408

Using a Dashboard     409

Using Excel to Edit and Clean Up Records     409

HOUR 21: Reporting and Query Basics     415

Getting Started with Reports     415

Using Reports     416

Creating Your Own Reports with the Report Wizard     423

Sharing a Report with Other Users     428

Adding a File or Web Page as a Report     429

Creating Report Snapshots (On-Premises Only)      431

Tips for Keeping Reports Organized     432

Creating Custom Reports Without the Report Wizard     433

Part VI: Expanding the Application

HOUR 22: Integrating Microsoft Dynamics CRM 2011 into Other Applications     437

Bridge Software     437

Points of Connect     438

Integrating Microsoft Dynamics CRM with External Web Sources     439

Integrating Microsoft Dynamics CRM into Accounting Applications     440

Integration-Independent Software Vendors     441

Integration Risks     443

Data Migration     444

HOUR 23: Microsoft Dynamics CRM Tools and Utilities     449

Enhancing Contact Information     449

Business Intelligence in Microsoft Dynamics CRM     452

Enabling Microsoft Dynamics CRM for Mobile Devices     455

Database Tools and Utilities     458

Compliance and Auditing Tools     459

HOUR 24: Microsoft Dynamics CRM as a Development Framework     465

Options: What Can Be Changed?      465

When Microsoft Dynamics CRM Is a Good Fit     478

When the Core of Microsoft Dynamics CRM 2011 Might Need Additional Architecture and Design     480

Skills Required: Who Can Make the Changes     481

Index     485


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