Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours

Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours

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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
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Product details

  • Paperback | 480 pages
  • 177 x 228 x 24mm | 736g
  • Sams Publishing
  • Indianapolis, United States
  • English
  • 0672330679
  • 9780672330674
  • 1,748,772

Back cover copy

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
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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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About Anne Stanton

Anne Stanton, Certified Microsoft Dynamics CRM professional and CRM MVP alumni, has been working with line-of-business software for professional service companies for more than 20 years. A passionate technologist with a degree in computer science and a master's degree in business administration. She has held such positions as Vice President of Commercial Logic, Inc.; Director of Microsoft Dynamics CRM Practice at The Rand Group, LLC; and President and Owner of The Norwich Group. Anne has also been a national speaker for such events as Microsoft Convergence, SMB Nation, Information Technology Alliance, and the Association of Accounting Marketers.
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