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Maximizing Your Sales with Microsoft® Dynamics™ CRM 4.0

Book Description

Microsoft Dynamics CRM 4.0 is a fully integrated customer relationship management (CRM) system that gives busy sales professionals the capability to easily create and maintain a clear view of customers from first contact through purchase and post-sales. If you're one of these busy sales professionals, you need an easy reference tool to maximize your use of Microsoft Dynamics CRM 4.0 's varied feature set. "Maximizing Your Sales with Microsoft Dynamics CRM 4.0" is that tool. This book explains, in concise, easy-to-understand language, how to get the most out of this revolutionary CRM software. Topics like working with contacts and accounts, managing opportunities and schedules, writing letters, sending e-mails, running reports and more are explored in-depth. This book also covers some administrative tasks geared toward IT professionals looking to set up and configure preferences for their Microsoft Dynamics CRM 4.0 users. With this quick, to-the-point resource, you won't just be "up and running" in Microsoft Dynamics CRM ; you'll be an expert!

Table of Contents

  1. Copyright
    1. Dedication
  2. Acknowledgments
  3. About the Authors
  4. About the Technical Editors
  5. Getting Started
    1. What Is Microsoft Dynamics CRM?
      1. Sales
      2. Marketing
      3. Customer Service
      4. Deployment Option 1: Microsoft Dynamics CRM Online
      5. The advantages of deploying Microsoft Dynamics CRM Online are as follows
      6. The limitations of deploying Microsoft Dynamics CRM Online are as follows
      7. Deployment Option 2: On-premise Microsoft Dynamics CRM
      8. The advantages of deploying Microsoft Dynamics CRM on-premise are as follows
      9. The disadvantages of deploying Microsoft Dynamics CRM on-premise are as follows
    2. Deployment Option 3: Partner-hosted Microsoft Dynamics CRM
      1. The advantages of deploying Microsoft Dynamics CRM with a partner are as follows
      2. The disadvantages of deploying Microsoft Dynamics CRM with a partner are as follows
    3. Getting Certified in Microsoft CRM
    4. Finding Training
      1. For more information, go to
  6. 1. Working with Leads
    1. Creating and deleting leads
      1. Task A. Creating a new lead
        1. To create a new lead
      2. Task B. Importing a list of leads
        1. To import a list of leads
      3. Task C. Deleting a lead
        1. To delete a lead
    2. Viewing leads
      1. Task A. Finding a lead
        1. To find a specific lead
      2. Task B. Switching between different lead views
        1. To switch between different lead views
    3. Qualifying leads
      1. Task A. Converting leads to accounts, contacts, or opportunities
        1. To convert a lead to an account, contact, or opportunity
      2. Task B. Converting multiple leads
        1. To convert multiple leads in one step
      3. Task C. Disqualifying a lead
        1. To disqualify a lead
      4. Task D. Reactivating a closed lead
        1. To reactivate a closed lead
  7. 2. Working with Accounts
    1. Creating and deleting accounts
      1. Task A. Creating a new account
        1. To create a new account
      2. Task B. Creating a sub-account
        1. To create a new sub-account
      3. Task C. Editing an existing account
        1. To edit an existing account
      4. Task D. Deactivating an account
        1. To deactivate an account
      5. Task E. Adding notes for an account
        1. To add notes for an account
      6. Task F. Adding attachments for an account
        1. To add attachments for an account
    2. Viewing account data
      1. Task A. Finding an account
        1. To find a specific account
      2. Task B. Switching account views
        1. To switch account views
      3. Task C. Viewing history for an account
        1. To view history for an account
      4. Task D. Printing account information
        1. To print account information
      5. Task E. Viewing records associated with an account
        1. To view records that are associated with an account
    3. Sharing accounts
      1. Task A. Assigning an account to another user
        1. To assign an account to another user
      2. Task B. Sharing an account with another user
        1. To share an account with another user
      3. Task C. Checking your permissions for an account
        1. To check your permissions for an account
  8. 3. Working with Contacts
    1. Creating and viewing contacts
      1. Task A. Creating a new contact
        1. To create a new contact
      2. Task B. Deactivating or deleting a contact
        1. To deactivate or delete a contact
      3. Task C. Adding notes for a contact
        1. To add notes for a contact
      4. Task D. Attaching a file to a contact
        1. To attach a file to a contact
    2. Viewing contact information
      1. Task A. Viewing contact history
        1. To view contact history
      2. Task B. Printing contact information
        1. To print contact information
    3. Associating contacts with other records
      1. Task A. Creating a relationship between a contact and an account
        1. To create a relationship between a contact and an account
      2. Task B. Defining a relationship between contacts
        1. To define a relationship between two contacts
  9. 4. Finding Your Data
    1. Finding records
      1. Task A. Finding records in a list
        1. To find records in a list
    2. Advanced Find
      1. Task A. Using the Advanced Find feature
        1. To find a record using the Advanced Find feature
      2. Task B. Saving the results of an Advanced Find as a view
        1. To save the results of an Advanced Find as a view
      3. Task C. Running a saved view
        1. To run a previously saved Advanced Find view
      4. Task D. Exporting an Advanced Find view to Excel
        1. To export an Advanced Find view to Excel
    3. Searching for duplicates
      1. Task A. Finding duplicates
        1. To find duplicate records
      2. Task B. Viewing duplicate records
        1. To view the results of a duplicate records job
      3. Task C. Merging duplicate records
        1. To merge duplicate records
  10. 5. Using Microsoft Dynamics CRM within Outlook
    1. Interface differences in Outlook
      1. Task A. Finding items on the Navigation Pane
    2. Outlook/CRM synchronization
      1. Task A. Going offline and online
        1. To go offline
      2. Task B. Setting options for synchronizing CRM with Outlook
        1. To set synchronization options
      3. Task C. Configuring local data groups
        1. To configure local data groups
    3. Working with CRM contacts, accounts, and leads in Outlook
      1. Task A. Tracking existing Outlook contacts in CRM
        1. To mark an existing Outlook contact for tracking in Microsoft Dynamics CRM
      2. Task B. Working with CRM accounts within Outlook
        1. To create a new CRM account in Outlook
      3. Task C. Working with CRM leads in Outlook
        1. To add and view CRM leads in Outlook
    4. Opportunity management within Outlook
      1. Task A. Entering a new opportunity within Outlook
        1. To enter a new CRM opportunity in Outlook
      2. Task B. Tracking opportunities within Outlook
        1. To track CRM opportunities in Outlook
    5. Scheduling activities within Outlook
      1. Task A. Tracking Outlook tasks in CRM
        1. To track an Outlook task in CRM
      2. Task B. Tracking Outlook appointments in CRM
        1. To track an Outlook appointment in CRM
    6. Sending e-mails within Outlook
      1. Task A. Tracking a new Outlook e-mail in CRM
        1. To track an Outlook e-mail in Microsoft Dynamics CRM
      2. Task B. Tracking an existing Outlook e-mail in Microsoft Dynamics CRM
        1. To track an existing Outlook e-mail in Microsoft Dynamics CRM
  11. 6. Managing Opportunities
    1. Creating and editing opportunities
      1. Task A. Creating a new opportunity
        1. To create a new opportunity
      2. Task B. Adding products to an opportunity
        1. To add products to an opportunity
      3. Task C. Editing an existing opportunity
        1. To edit an existing opportunity
      4. Task D. Linking opportunities with other records
        1. To link opportunities with other records
      5. Task E. Closing an opportunity
        1. To close an opportunity
    2. Working with the product catalog
      1. Task A. Creating unit groups
        1. To add a new unit group
      2. Task B. Working with price lists
        1. To add a new price list
      3. Task C. Managing the product catalog
        1. To add new products to the product catalog
      4. Task D. Managing discount lists
        1. To create a new discount list
    3. Tracking competitors
      1. Task A. Managing the list of competitors
        1. To add a new competitor
      2. Task B. Creating a relationship between a competitor and an opportunity
        1. To associate a competitor with an opportunity
    4. Using sales literature
      1. Task A. Adding sales literature
        1. To add sales literature to CRM
      2. Task B. Viewing sales literature
        1. To view sales literature for products or competitors
    5. Quotes, orders, and invoices
      1. Task A. Creating a quote for an opportunity
        1. To create a quote for an opportunity
      2. Task B. Creating an order for an opportunity
        1. To create an order
      3. Task C. Creating an invoice for an order
        1. To create an invoice for an order
    6. Opportunity reporting
      1. Task A. Exporting opportunities to Excel
        1. To export a list of opportunities to Excel
      2. Task B. Running opportunity reports
        1. To run an opportunity report
  12. 7. Scheduling Activities within Microsoft Dynamics CRM
    1. Working with activities in Microsoft Dynamics CRM
      1. Task A. Viewing the calendar in Microsoft Dynamics CRM
        1. To view activities in Microsoft Dynamics CRM
      2. Task B. Viewing activities linked with a record in Microsoft Dynamics CRM
        1. To view activities linked with a record
      3. Task C. Creating a new appointment
        1. To create a new appointment
      4. Task D. Creating a new task
        1. To create a new task
    2. Converting activities
      1. Task A. Closing an activity
        1. To close an activity
      2. Task B. Converting an appointment to an opportunity
        1. To convert an appointment to an opportunity
  13. 8. Managing Campaigns
    1. Creating a campaign
      1. Task A. Creating a new campaign
        1. To create a new campaign
      2. Task B. Creating a campaign template
        1. To create a campaign template
    2. Adding items to a campaign
      1. Task A. Adding a planning task to a campaign
        1. To add a planning task to a campaign
      2. Task B. Adding a campaign activity to a campaign
        1. To add a campaign activity to a campaign
      3. Task C. Adding a marketing list or product to a campaign
        1. To add a marketing list to a campaign
    3. Quick campaigns
      1. Task A. Creating a quick campaign
        1. To create a quick campaign
    4. Campaign responses
      1. Task A. Creating a campaign response
        1. To create a campaign response
      2. Task B. Duplicating a campaign response
        1. To duplicate a campaign response
      3. Task C. Converting campaign responses to leads or opportunities
        1. To convert a campaign response to a lead or opportunity
      4. Task D. Closing a campaign response
        1. To close a campaign response
  14. 9. Marketing Lists
    1. Creating marketing lists
      1. Task A. Creating marketing lists
        1. To create a new marketing list
      2. Task B. Activating/deactivating a marketing list
        1. To activate or deactivate a marketing list
    2. Managing list membership
      1. Task A. Adding records to a marketing list
        1. To add records to a marketing list
      2. Task B. Copying membership for another marketing list
        1. To copy membership for another marketing list
      3. Task C. Removing records from a marketing list
        1. To remove records from a marketing list
      4. Task D. Qualifying multiple leads
        1. To qualify multiple records
  15. 10. Mail Merge
    1. Running a mail merge
      1. Task A. Selecting recipients for a mail merge
        1. To select recipients for a mail merge using views
      2. Task B. Executing a mail merge
        1. To execute a letter mail merge
      3. Task C. Printing labels for customers
        1. To run labels for customers
      4. Task D. Printing envelopes for customers
        1. To print envelopes for customers
    2. Creating mail merge templates in Microsoft Word
      1. Task A. Creating personal templates
        1. To create personal templates
      2. Task B. Making templates available to the entire organization
        1. To make templates available to the entire organization
  16. 11. Sending E-mail
    1. Sending e-mail
      1. Task A. Sending a template-based direct e-mail
        1. To send a template-based direct e-mail
      2. Task B. Sending a CRM e-mail to a record in Outlook
        1. To send a CRM e-mail to a record in Outlook
      3. Task C. Viewing a history of e-mail sent or tracked through CRM
        1. To view e-mails tracked through CRM
    2. Mass e-mail
      1. Task A. Selecting mass e-mail recipients
        1. To select mass e-mail recipients
      2. Task B. Sending a mass e-mail
        1. To send a mass e-mail
    3. Workflow e-mails
      1. Task A. Configuring workflow to automatically send e-mails
        1. To configure workflow to automatically send an e-mail to a sales rep when a new lead is created
  17. 12. Managing Contracts
    1. Creating contracts
      1. Task A. Creating a new contract template
        1. To create a new contract template
      2. Task B. Creating a new contract
        1. To create a new contract
      3. Task C. Creating a new contract line
        1. To create a new contract line
    2. Working with contracts
      1. Task A. Activating and invoicing a contract
        1. To activate a contract
      2. Task B. Canceling a contract
        1. To cancel a contract
      3. Task C. Renewing a contract
        1. To renew a contract
  18. 13. Managing Cases
    1. Creating cases
      1. Task A. Creating a new case
        1. To create a new case
      2. Task B. Entering notes for a case
        1. To enter notes for a case
    2. Working with cases
      1. Task A. Assigning cases to other CRM users or queues
        1. To assign a case to another CRM user
      2. Task B. Resolving cases
        1. To resolve a case
      3. Task C. Reactivating cases
        1. To reactivate a case
      4. Task D. Assigning a knowledge base article to a case
        1. To assign a knowledge base article to a case
      5. Task E. Running a Neglected Cases report
        1. To assign a knowledge base article to a case
  19. 14. Using the Knowledge Base
    1. Creating knowledge base articles
      1. Task A. Creating knowledge base articles
        1. To create knowledge base articles
      2. Task B. Submitting a knowledge base article for approval
        1. To submit a knowledge base article for approval
      3. Task C. Publishing a knowledge base article
        1. To use the knowledge base
      4. Task D. Commenting on a knowledge base article
        1. To add a comment to a knowledge base article
    2. Searching and printing the knowledge base
      1. Task A. Searching the knowledge base
        1. To search the knowledge base
      2. Task B. Printing knowledge base entries
        1. To print a knowledge base article
  20. 15. Service Scheduling
    1. Viewing the service calendar
      1. Task A. Viewing the service calendar
        1. To view the service calendar
      2. Task B. Filtering the service calendar
        1. To filter the service calendar
      3. Task C. Searching the service calendar
        1. To search the service calendar
    2. Scheduling service activities and appointments
      1. Task A. Scheduling a new service activity
        1. To schedule a new service activity
      2. Task B. Rescheduling service activities
        1. To reschedule a service activity
      3. Task C. Creating a service activity for a case
        1. To create a service activity for a case
    3. Setting up services, resources, and work hours
      1. Task A. Creating services
        1. To create services
      2. Task B. Assigning resources to services
        1. To assign resources to services
      3. Task C. Managing service resource work hours
        1. To manage service resource work hours
  21. 16. Import and Export
    1. Using the Import Data Wizard
      1. Task A. Importing a text file
        1. To import a text file
      2. Task B. Analyzing your import job
        1. To analyze your import job
      3. Task C. Creating an import map
        1. To create an import map
      4. Task D. Dealing with failed import records
        1. To deal with failed import records
      5. Task E. Deleting all records associated with an import
        1. To delete all records associated with an import
    2. Using the Data Migration Manager
      1. Task A. Downloading the Data Migration Manager for complex imports
        1. To download the Data Migration Manager
      2. Task B. Launching the Data Migration Manager
        1. To launch the Data Migration Manager
      3. Task C. Migrating Data with the Data Migration Manager
        1. To migrate data with the Data Migration Manager
      4. Task D. Deleting data imported with the Data Migration Manager
        1. To delete migrated data
    3. Exporting data
      1. Task A. Exporting data to Excel
        1. To export records to Excel
      2. Task B. Using the Bulk Data Export Tool
        1. To use the Bulk Data Export Tool to export data
    4. Importing and exporting customizations and configurations
      1. Task A. Exporting database customizations and configurations
        1. To export database customizations and configurations
      2. Task B. Importing database customizations and configurations
        1. To import database customizations and configurations
  22. 17. Running Reports
    1. Working with SQL Server Reporting Services (SSRS) reports
      1. Task A. Accessing reports
        1. To access your reports
      2. Task B. Filtering a report
        1. To filter a report
      3. Task C. Sharing reports with other CRM users
        1. To share a report with other CRM users
    2. Using the Report Wizard
      1. Task A. Creating a report with the Report Wizard
        1. To create a report with the Report Wizard
      2. Task B. Duplicating an existing report
        1. To duplicate an existing report
    3. Running reports in Microsoft Excel
      1. Task A. Exporting records to Excel
        1. To export records to Excel
      2. Task B. Exporting a dynamic Excel PivotTable
        1. To export a PivotTable
      3. Task C. Exporting a dynamic Excel spreadsheet
        1. To export a dynamic pivot report
  23. 18. Using Workflow
    1. Creating workflows
      1. Task A. Workflow example: Forcing a new follow-up activity when opportunities are created
        1. To use workflow to create a new follow-up call when opportunities are created
      2. Task B. Workflow example: Creating an e-mail when leads are created
        1. To create a workflow that e-mails the lead owner when a lead is created for him
      3. Task C. Running an on-demand workflow
        1. To run an on-demand workflow
    2. Managing workflows
      1. Task A. Monitoring workflows
        1. To monitor workflows
  24. 19. Setting CRM Options
    1. Announcements and notifications
      1. Task A. Creating an announcement to appear in the Workplace area
        1. To create an announcement
      2. Task B. Editing or deleting an announcement
        1. To edit or delete an announcement
      3. Task C. Viewing organization notifications and status
        1. To view organization notifications and status
    2. Setting preferences
      1. Task A. Setting personal options
        1. To set personal options
      2. Task B. Customizing the Workplace
        1. To customize the icons on the Workplace
      3. Task C. Setting auto-numbering options
        1. To set auto-numbering options for cases, contracts, articles, etc.
  25. 20. Defining Entities and Fields
    1. Creating entities
      1. Task A. Creating a new entity
        1. To create a new entity
      2. Task B. Setting the icon for an entity
        1. To set the icon for an entity
      3. Task C. Publishing customizations
        1. To publish an entity
    2. Customizing attributes (fields)
      1. Task A. Creating a new attribute for an entity
        1. To create a new attribute
    3. Customizing forms and views
      1. Task A. Editing the form for an entity
        1. To add an attribute to a form
      2. Task B. Configuring the default view for an entity
        1. To add the birthday field to the default Contact list view
    4. Defining entity relationships
      1. Task A. Creating one-to-many relationships
        1. To create a one-to-many relationship
  26. 21. Managing Users and Security Roles
    1. Creating users
      1. Task A. Adding a new user
        1. To add a new user
      2. Task B. Disabling a user record
        1. To disable a user record
      3. Task C. Reassigning user information
        1. To reassign user information
    2. Security roles
      1. Task A. Creating a security role
        1. To create a security role
      2. Task B. Assigning a security role to a user
        1. To assign a security role to a user
  27. 22. Creating Business Units and Teams
    1. Working with business units
      1. Task A. Creating a business unit
        1. To create a business unit
      2. Task B. Changing settings for an existing business unit
        1. To change settings for an existing business unit
      3. Task C. Disabling a business unit
        1. To disable a business unit
      4. Task D. Changing the business unit for a user
        1. To change the business unit for a user
    2. Working with teams
      1. Task A. Creating a new team
        1. To create a new team
      2. Task B. Changing team membership
        1. To change team membership
  28. 23. Sharing and Assigning Records
    1. Sharing records with others
      1. Task A. Sharing a record with another CRM user, team, or business unit
        1. To share a record with others
      2. Task B. Checking your access for a record
        1. To check your access for a record
    2. Assigning records to others
      1. Task A. Assigning a record to another CRM user, team, or business unit
        1. To assign a record to others
      2. Task B. Sharing or assigning multiple records
        1. To share or assign multiple records
  29. 24. Ten Products That Extend Microsoft Dynamics CRM’s Functionality
    1. Add-on products you should know about
      1. Scribe—Scribe Insight and Scribe Adapters
      2. SalesCentric—Relationship Charts
      3. CWR Mobility—CWR Mobile CRM
      4. ExactTarget—Hosted e-mail marketing solution
      5. c360—Field-level security
      6. c360—Audit Tracker and Audit Analyzer
      7. c360—Customer Portal
      8. c360—Explorer (CRM search engine)
      9. Unitek—Quick Activity and InstaSearch
      10. pinpointtools—GetLoaded (ACT! conversion tool)
  30. 25. Online Resources
    1. Getting to know online resources for Microsoft Dynamics CRM
      1. Resource #1: Microsoft Dynamics CRM Resource Center
      2. Resource #2: Microsoft Dynamics CRM Downloads Center
      3. Resource #3: CustomerSource
      4. Resource #4: Microsoft Dynamics blogs and community forums
      5. Resource #5: Finding a hosting partner
      6. Resource #6: Finding a consultant