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Full Description
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
Contents
Introduction 1Part IDynamics CRMHOUR 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 ................................................................................................................17HOUR 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 ................................................................................................................29HOUR 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 ................................................................................................................41HOUR 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 ................................................................................................................55Part II: The Structure of Microsoft Dynamics CRMHOUR 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 ..................................................................................................93HOUR 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 ..............................................................................................................114HOUR 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 ..............................................................................................................131HOUR 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 ..............................................................................................................150HOUR 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 ..............................................................................................................176Part III: Getting Started Using the SoftwareHOUR 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 ..............................................................................................................193HOUR 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 ..............................................................................................................221HOUR 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 ..............................................................................................................243HOUR 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 ..............................................................................................................258HOUR 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 ..............................................................................................................281HOUR 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 ..............................................................................................................297HOUR 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 ..............................................................................................................316Part IV: The Support DepartmentHOUR 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 ..............................................................................................................330HOUR 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 ..............................................................................................................346HOUR 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 ..............................................................................................................363Part V: ReportingHOUR 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 ..............................................................................................................380HOUR 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 ..............................................................................................................402Part VI: Expanding the ApplicationHOUR 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 ..............................................................................................................412HOUR 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 ..............................................................................................................428HOUR 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 ..............................................................................................................444TOC, 10/1/09, 9780672330674
