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Introduction 1 Part I: Introduction to the Business Use of Microsoft Dynamics CRM HOUR 1: What Is Microsoft Dynamics CRM? 3 Overview of CRM and the CRM Industry 3 Department Roles: Different Perspectives 13 Business Applications, Functions, and Fundamentals 17 A Closer Look at Business Processes 17 Capturing Processes 22 Summary: Key Points to Remember 24 HOUR 2: The Basic Vocabulary of CRM Functionality 29 Key Building Blocks 29 Core Entities 30 Other Selected Entities 33 Other Important Components 36 Other Components 38 HOUR 3: Microsoft Dynamics CRM 2011: What's New 43 The New User Interface, Dashboards, and Charts 43 Entity Architecture Areas of Change 47 Small yet Important Enhancements to Dynamics CRM 2011 49 Processes: Workflow and Dialogs 53 Special New Features for the Microsoft CRM Developer 55 HOUR 4: Infrastructure Choices 61 Application Placement: Choices and Implications 61 Tenant Architecture and Its Implications, Including Multitenant Options 64 Microsoft Dynamics CRM Infrastructure Components 65 Asynchronous Services and Microsoft Workflow Foundation 70 Diving into Development 71 Integration Options 72 Big Business Versus Small Business 72 Part II: The Structure of Microsoft Dynamics CRM HOUR 5: Security 77 How It All Comes Together 81 Business Units 83 Users 85 Security Roles 95 Maintaining Security Roles 98 Sharing Records 105 Teams 109 Field Security 111 HOUR 6: Managing Leads 121 A Little History 121 What Data to Capture and the Import Process 125 Distributing Leads 132 A Deeper Look at Leads 133 From Lead to Account: Conversion 135 HOUR 7: The Account Entity in More Detail 143 Entering Data: The Account Form 143 Account Data 147 How the Account Entity Relates to a Few Other Entities 154 What the Account Entity Can Impact 155 How the Account Entity Can Be Redefined 156 HOUR 8: The Sales Funnel 161 Sales Styles and Choices 161 Automating the Sales Process with Workflow 167 Editing an Existing Workflow 175 HOUR 9: Marketing Campaigns 179 The Marketing Campaign 179 Creating and Tracking a Marketing Budget 195 Capturing the Results 196 Tracking the Steps, Activities, and Tasks 199 Part III: Getting Started Using the Software HOUR 10: Entering Data as a Salesperson 205 A Month in the Life of a Salesperson 205 Capturing a Lead and Entering a Lead 206 Converting a Lead to an Account and Contact 211 Final Planning 218 HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM 223 Basic Configurations 223 Web Resources 235 Default Fields 236 HOUR 12: Contacts and Activity Capture 249 Capturing Contact Information 249 Related Contacts 257 Leveraging and Using Activities 260 HOUR 13: Sending E-mail from Microsoft Dynamics CRM 271 Capturing E-mail 271 Sending One Quick Message 272 Sending Multiple E-mail Messages 274 CAN-SPAM Act Compliance 281 The Microsoft Dynamics CRM Outlook Address Book 281 Configuring E-mail Based on Your Preferences 282 HOUR 14: Microsoft Word Mail Merge 285 Mail Merge Templates 285 Creating a Template Using an Existing Word Template 288 Managing Templates 290 Managing Data Fields 291 Enabling Macros in Microsoft Word 2010 or 2007 294 HOUR 15: Outlook Integration 309 Microsoft Dynamics CRM for Outlook Options 309 The Synchronizing Architecture 310 Synchronizing Data 311 Mobility 319 What to Watch Out For: Troubleshooting Microsoft Outlook 319 HOUR 16: Workflows: Creating Simple Workflows 323 What Is a Workflow? 323 Internal Alerts Based on Specific Criteria 329 Using a Workflow to Automate a Process 332 Part IV: The Support Department HOUR 17: Support Management 341 Creating and Using Contracts 341 Maximizing Support Profitability and Effectiveness 346 Leveraging the Subject Line in a Case 348 Utilizing the Knowledge Base 349 HOUR 18: Contracts, Cases, and Capturing Time 355 Why Use Cases; What's in It for Me? 355 The Hierarchy of Contracts, Cases, and Time 356 Working with Cases and Activities 358 Proactive Versus Reactive Capturing of Time 365 Distributing Work: Users, Teams, and Queues 365 Adding a Workflow to Close a Case 371 HOUR 19: Scheduling 377 Scheduling in General 377 Getting Started with Scheduling 378 Viewing and Managing Scheduling Conflicts 382 Setting Up Scheduling 382 Part V: Reporting HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data 395 Key Concepts and Caveats 395 Exporting the Right Data: Using Advanced Find 398 Exporting a Static Worksheet 403 Exporting a Dynamic Worksheet 405 Exporting Data for PivotTable Analysis 406 Adding Outside Data 408 Reusing and Sharing Your Spreadsheets 408 Using a Dashboard 409 Using Excel to Edit and Clean Up Records 409 HOUR 21: Reporting and Query Basics 415 Getting Started with Reports 415 Using Reports 416 Creating Your Own Reports with the Report Wizard 423 Sharing a Report with Other Users 428 Adding a File or Web Page as a Report 429 Creating Report Snapshots (On-Premises Only) 431 Tips for Keeping Reports Organized 432 Creating Custom Reports Without the Report Wizard 433 Part VI: Expanding the Application HOUR 22: Integrating Microsoft Dynamics CRM 2011 into Other Applications 437 Bridge Software 437 Points of Connect 438 Integrating Microsoft Dynamics CRM with External Web Sources 439 Integrating Microsoft Dynamics CRM into Accounting Applications 440 Integration-Independent Software Vendors 441 Integration Risks 443 Data Migration 444 HOUR 23: Microsoft Dynamics CRM Tools and Utilities 449 Enhancing Contact Information 449 Business Intelligence in Microsoft Dynamics CRM 452 Enabling Microsoft Dynamics CRM for Mobile Devices 455 Database Tools and Utilities 458 Compliance and Auditing Tools 459 HOUR 24: Microsoft Dynamics CRM as a Development Framework 465 Options: What Can Be Changed? 465 When Microsoft Dynamics CRM Is a Good Fit 478 When the Core of Microsoft Dynamics CRM 2011 Might Need Additional Architecture and Design 480 Skills Required: Who Can Make the Changes 481 Index 485
Anne Stanton started her career in the 1980s, as a programmer working with ancient languages such as Fortran 77, Basic, Turbo Pascal, and Cobol. She then built out her expertise as a master of software applications, consulting, marketing, sales, social media, and grassroots marketing and customer relations. Anne has spent 27 years working with technology and is still passionate about all that it can do to help businesses achieve efficiency and growth. Her most recent focus has been working with the Microsoft Dynamics xRM platform and Microsoft Dynamics CRM software. She was awarded the seventh Microsoft MVP for CRM and has a long-running blog (www.crmlady.com) and Twitter feed (crmlady) on the subject. She has worked with Microsoft Dynamics CRM as a customer, partner practice leader, consultant, and enterprise user since version 1.2, released in 2004.