Home > Store

Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours, Portable Documents

Register your product to gain access to bonus material or receive a coupon.

Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours, Portable Documents

eBook (Watermarked)

  • Sorry, this book is no longer in print.
  • About Watermarked eBooks
  • This PDF will be accessible from your Account page after purchase and requires PDF reading software, such as Acrobat® Reader®.

    The eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

    Watermarked eBook FAQ

Not for Sale

Description

  • Copyright 2010
  • Edition: 1st
  • eBook (Watermarked)
  • 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

Updates

Submit Errata

More Information

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020