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