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Microsoft Dynamics CRM 2013 Unleashed

Book Description

Microsoft® Dynamics CRM 2013 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing both cloud and on-premise based versions of Dynamics CRM.

Leading Dynamics implementer Marc Wolenik fully covers Microsoft Dynamics CRM 2013, Microsoft Dynamics CRM Online Fall ’13, and many features first introduced in Microsoft’s “Polaris” and Update Rollup 12.

You’ll find thorough coverage of Dynamics’ revamped “Flow” interface and advanced cross-platform mobile client support. Extensive new coverage also includes: Business Process Flows, Portable Business Logic, reporting and forms improvements, server-side email synchronization, MarketingPilot, NetBreeze, Yammer, and much more.

Drawing on extensive insider knowledge, Wolenik presents proven best practices and pitfalls to avoid in using every significant Dynamics CRM 2013 capability–information available in no other book.

Marc J. Wolenik, is CEO of Webfortis, a Microsoft Gold Customer Relationship Management Competency Partner that specializes in delivering
Microsoft Dynamics CRM/xRM solutions for companies of all sizes. Learn from experience and dive deep into CRM technologies that cross almost every industry and vertical. His books include Microsoft Dynamics CRM 2011 Unleashed, Microsoft CRM 4 Unleashed, and Microsoft CRM 4 Integration Unleashed.

Detailed information on how to…

  •   Compare on-premise and cloud versions of Dynamics CRM, make your best choice, and deploy painlessly

  •   Use the advanced configuration and customization options that offer you the most value

  •   Take full advantage of Dynamics CRM’s new flow interface and productivity shortcuts

  •   Learn about new add-on features for Dynamics, including MarketingPilot, NetBreeze, and Yammer

  •   Personalize dashboards, activities, calendars, data import/export, and more

  •   Manage leads, opportunities, accounts, contacts, marketing lists, collateral, campaigns, quotes, orders, and invoices

  •   Integrate schedules, cases, contacts, and product/service information

  •   Build powerful automated workflows, processes, and complete solutions

  •   Deliver CRM applications to smartphones and tablets, including iOS devices

  •   Provide watch lists, automatic alerts, and other sales help through InsideView Social Insights

  •   Extend Dynamics CRM with custom plug-ins and add-ons

  •   Integrate Dynamics CRM 2013 with SharePoint, Azure, SQL Server, SRSS, Visual Studio, and .NET Framework

  • ON THE WEB:

    Download all examples and source code presented in this book from
    informit.com/title/9780672337031 as it becomes available

    Table of Contents

    1. About This eBook
    2. Title Page
    3. Copyright Page
    4. Contents at a Glance
    5. Table of Contents
    6. About the Author
    7. Acknowledgments
    8. We Want to Hear from You!
    9. Reader Services
    10. Introduction
    11. Chapter 1. How This Book Is Arranged
      1. Introduction
      2. Online Versus On-Premise
      3. Updates/Release Cadence
        1. On-Premise Updates
        2. Online Updates
      4. Summary
    12. Chapter 2. New Features of Microsoft Dynamics CRM 2013
      1. User Interface (UI)
        1. Command Bar Versus Ribbon Bar
        2. Navigation Bar Versus Navigation Pane
        3. Bing Map Integration
        4. Flow Interface
        5. Autosave
      2. Business Process Flows (BPFs)
        1. “Ready-to-Use” BPFs
        2. Native Image Saving Options
        3. Portable Business Logic (PBL)—Business Rules
      3. Additional Improvements and Features in Dynamics CRM 2013
        1. New Forms
        2. Mobility
        3. Reporting Improvements
        4. New Licensing Options
        5. Outlook and Exchange Sync (Server-Side Synchronization)
        6. Volume Shadow Service (VSS) Support (On-Premise Only)
        7. New Server Roles
        8. Microsoft Dynamics CRM 2013 Best Practices Analyzer (BPA) (On-Premise Only)
        9. SQL Table Management as Part of the Upgrade (On-Premise Only)
        10. Data Encryption Option
        11. Multibrowser Support
        12. MarketingPilot
      4. Social Interaction and Communication Tools
        1. Netbreeze
        2. Yammer
        3. Skype
      5. Deprecated Features
        1. Read-Optimized Forms
        2. Get Started Pane
        3. Workplace
        4. Programmatic Changes
        5. Duplicate Detection on Create and Update
      6. Summary
    13. Chapter 3. xRM Explained
      1. What Is xRM?
        1. Three Types of xRM Scenarios
      2. Examples of xRM Solutions
        1. Example One—Drug Lab Testing
        2. Example Two—Animal Research Lab
        3. Example Three—Law Enforcement Management
        4. Example Four—Agile Project Management
        5. Example Five—Airline Grievance Tracking
      3. Why Use Microsoft Dynamics CRM for xRM Application Development?
        1. Benefits of xRM
        2. Challenges with xRM
        3. Licensing Considerations
        4. Customization in the Wild
      4. Summary
    14. Chapter 4. CRM Online
      1. Overview of Microsoft Dynamics CRM 2013 Online
      2. Why Use Microsoft Dynamics CRM 2013 Online?
      3. The Microsoft Dynamics CRM 2013 Online Experience
        1. Update Schedule
        2. Microsoft Data Centers
        3. Global Data Centers
        4. Regional Data Redundancy
        5. Data Center Redundancy
      4. Privacy and Certifications
        1. Privacy
        2. Certifications
      5. Understanding the Microsoft Dynamics CRM 2013 Licensing Options
        1. License Options Explained
        2. Online Add-On Features
        3. New License Paradigm
      6. Signing Up for CRM 2013 Online
        1. CRM Online Provisioning Process
        2. Adding and Setting Up Additional Users
        3. Managing Users
        4. Bulk Adding Users
      7. Managing Your Subscription
        1. Checking System Health Status
        2. Adding a Production or Development Instance
      8. Summary
    15. Chapter 5. Navigation
      1. How to Navigate
        1. Most Recently Used (MRU)
        2. Saving Your Data
      2. Common Functions
        1. Advanced Find
        2. Import/Export Data
        3. Other Common Functions
      3. Ribbons in Outlook
      4. Summary
    16. Chapter 6. Working with Customers
      1. Accounts
        1. Required Fields for Accounts
        2. Additional Fields for Account Records
        3. Top Menu Options for Accounts
        4. Contacts Associated with Accounts
      2. Contacts
        1. Required Fields for Contacts
        2. Additional Fields for Contact Records
      3. General Information for Either Accounts or Contacts
        1. Account and Contact Reports
        2. More Addresses
        3. Activities
        4. Common, Closed Activities
        5. Connections
        6. Documents
        7. Audit History
        8. Processes, Workflows, and Dialog Sessions
      4. Summary
    17. Chapter 7. System Personalization
      1. Setting Personal Options
        1. General Options for Both Web and Outlook Clients
        2. Synchronization
      2. Dashboards
      3. Activities
        1. Quick Create
        2. Adding a New Activity Directly to a Record
        3. Working with Activities
        4. Properties to Consider
        5. Task Activities
        6. Fax Activities
        7. Phone Call Activities
        8. Email Activities
        9. Letter Activities
        10. Appointment Activities
        11. Scheduling Recurring Appointments
        12. Service Activities
        13. Campaign Response Activity
        14. Custom Activities
      4. Calendar
      5. Importing Data
      6. Exporting Data
      7. Duplicate Detection
      8. Articles
      9. What’s New Interface
      10. Summary
    18. Chapter 8. Working with Sales
      1. Flow Interface for Sales
        1. Lead to Opportunity Flow Example
      2. Leads
        1. Working with New Leads
        2. Converting Leads
      3. Opportunities
        1. Creating a New Opportunity
        2. Add Products to an Opportunity
        3. Closing Opportunities
      4. Competitors
      5. Products
      6. Quotes, Orders, and Invoices
        1. Working with Quotes
        2. Draft Status
        3. Orders
        4. Invoices
      7. Goals, Goal Metrics, and Rollup Queries
        1. Define Goal Metrics
        2. Create New Goal
        3. Set Goal Criteria
      8. Summary
    19. Chapter 9. Working with Marketing
      1. Marketing Lists
        1. Use Lookup to Add Members
        2. Use Advanced Find to Add Members
        3. Use Advanced Find to Remove Members
        4. Use Advanced Find to Evaluate Members
        5. Other Marketing List Features
      2. Campaigns
        1. Working with New Campaigns and Campaign Templates
        2. Adding Campaign Activities
        3. Campaign Responses
      3. Sales Literature
      4. Quick Campaigns
        1. Creating Quick Campaigns
        2. Status of Quick Campaigns
      5. Summary
    20. Chapter 10. Working with Service
      1. Understanding Service and Service Activities
      2. Services
        1. Service Calendar
        2. Service Activity
        3. Managing Users’ Working Time
        4. Appointments
      3. Cases
        1. Add Related Activities
        2. Delete Case
        3. Resolve Case
        4. Cancel Case
        5. Reports
      4. Articles
        1. Subjects
        2. Submitting an Article
        3. Approving an Article
        4. Rejecting an Article
        5. Reports
        6. Articles Security
      5. Contracts
      6. Summary
    21. Chapter 11. Reporting and Dashboards
      1. Reporting
        1. Report Filters
        2. Categories
        3. Administration
        4. Report Wizard
        5. Scheduled Reports
        6. On Demand
        7. On a Schedule
        8. Exporting
        9. Advanced Features
      2. Fetch-Based Reports
        1. Requirements
        2. Left Outer Joins
      3. Charts and Dashboards
        1. Working with Charts
        2. Visualizations
        3. Dashboards
      4. Introduction to SSRS
      5. Custom Reports
        1. When Are Custom Reports Recommended?
        2. Installing CRM 2013 Report Authoring Extensions
        3. Building Custom Reports with SSRS
        4. Developing and Testing Reports in Visual Studio
        5. Filtered Views
        6. Deployment
        7. Reports Parameters
      6. Building Custom Reports with ASP.NET
        1. Custom Reports with ASP.NET Deployment
      7. Summary
    22. Chapter 12. Settings
      1. Components of a Good Implementation
      2. Business Management
        1. Fiscal Year Settings
        2. Goal Metrics
        3. Business Closures
        4. Facilities/Equipment
        5. Queues
        6. Resource Groups
        7. Salespeople with Quotas
        8. Sales Territories
        9. Services
        10. Sites
        11. Subjects
        12. Currencies
        13. Connection Roles
        14. Relationship Roles
        15. Templates
        16. Mail Merge Templates
        17. Product Catalog
      3. System Administration
        1. Administration
        2. Announcements
        3. Auto-Numbering
        4. Business Units
        5. System Settings
        6. Security Roles
        7. Field Security Profiles
        8. Teams
        9. Users
        10. Languages
        11. Privacy Preferences
        12. Subscription Management (CRM Online Only)
        13. Resources in Use (CRM Online Only)
        14. Product Updates (Partner Hosted or On-Premise Only)
        15. Yammer Configuration
        16. Settings Top Navigation Options
      4. Summary
    23. Chapter 13. Advanced Views and Connections
      1. Views
        1. Create a Personal View
        2. Modify the System Views
      2. Connections
      3. Summary
    24. Chapter 14. Filtered Lookups
      1. Availability of Filtered Lookups
      2. Summary
    25. Chapter 15. Client Configuration Options
      1. Browser/Web Client
      2. Microsoft Dynamics CRM 2013 for Outlook
        1. Requirements
        2. Client Setup
        3. Client Installation
        4. Client Configuration
      3. Advanced Configuration
      4. Previous Version Compatibility
      5. Summary
    26. Chapter 16. Email Configuration
      1. Server-Side Synchronization
        1. Configure Server-Side Synchronization
        2. Migrate Email Router Data
        3. Microsoft Dynamics CRM for Outlook
        4. Email Router
      2. Configuring the Email Services
        1. Install the Email Router and the Rule Deployment Wizard
        2. Install the Email Router on Multiple Computers
        3. Email Router Configuration Manager and Configuration Profiles
        4. Authentication Types
        5. Access Credentials
        6. Configuring Email Routing for Multiple Configurations and Deployments
      3. Configuring the CRM Email Router
        1. Creating the Incoming Profile
        2. Deployments
        3. User, Queues, and Forward Mailboxes
        4. Forward Mailboxes
        5. Tracking Incoming Emails
        6. Queues
      4. Rule Deployment Wizard
        1. Create the Rule Manually
      5. Summary
    27. Chapter 17. Mobility
      1. Tablets
        1. Windows 8 Installation
        2. Customizing Options and Features
        3. Form Fields
        4. Entities Enabled for CRM Tablets
        5. Sales Dashboard
        6. Navigation Bar
        7. Command Bar
        8. Simple Lists
        9. Stakeholder and Sales Team Lists
        10. Business Process Flows
        11. Multi-Entity Quick Find/Search
        12. Offline Access/Usage
        13. Auto-Save
        14. Images
        15. Server-Side Extensibility
      2. Mobile Phones
        1. Dynamics CRM Mobile Apps
        2. Dynamics CRM on a Phone’s Web Browser
        3. Required Privileges
        4. CRM for Phones Privilege Enable Entities for CRM Phones
        5. Customizing and Features
        6. Installing and Using the Dynamics CRM Mobile App on an iPhone
      3. Summary
    28. Chapter 18. Solution Concepts
      1. Solutions Explained
        1. Working with Custom Solutions
        2. Add Required Components
        3. Managed Properties
        4. Plug-Ins
      2. Best Practices When Working with Solutions
        1. Exporting Solutions
        2. Importing Solutions
        3. Removing Solutions
        4. Working with Multiple Solutions
        5. Entity Forms Security
        6. Migrating Customizations from Previous Versions
      3. Third-Party and Marketplace Solutions
        1. For ISVs
        2. For Customers
      4. Summary
    29. Chapter 19. CRM 2013 SharePoint Integration
      1. SharePoint and Dynamics CRM 2013
      2. Basic Integration
        1. Installing the List Component
      3. Standard Integration
        1. SharePoint Configuration
        2. CRM 2013 Configuration
      4. Integration Features
        1. Document Location Option
        2. Record GUID in Folder Name
      5. Extending the Integration
        1. Entities
        2. Configuration Message
        3. Operations in SharePoint
      6. Summary
    30. Chapter 20. Azure Extensions
      1. Introduction to Azure
      2. Service Bus Configurations
        1. Creating a Windows Azure Service Bus Account with a Subscription
        2. Getting the CRM 2013 Online Certificate
        3. Registering a Service Bus Endpoint
        4. Creating a Listener Application
        5. Updating Variables for the Main Method
      3. Summary
    31. Chapter 21. Customizing Entities
      1. Customization Principles
      2. MS CRM Entity Model
        1. Fields
        2. Relationships
        3. Messages
      3. Basic Customizations
        1. Form Customizations
        2. View Customizations
        3. Publishing Customizations
      4. Menu and Ribbon Customizations
        1. SiteMap
        2. ISV.Config
        3. Ribbons (Command Bar)
      5. JavaScript Events
      6. Event-Handling Tips and Tricks
      7. Tips and Tricks When Working with Events
      8. Exporting and Importing Entity Customizations
      9. Working with the SDK
      10. Summary
    32. Chapter 22. Process Development
      1. Processes
        1. Actions
        2. Business Process Flows
        3. Dialogs
        4. Workflows
      2. Creating Workflows in Windows Workflow Foundation with Visual Studio
        1. No-Code Workflows
        2. Custom Workflow Activities
      3. Summary
    33. Chapter 23. Plug-Ins
      1. Overview of Plug-Ins
        1. Isolation
        2. Modes
        3. Stages
      2. Deployment Types
        1. When to Use a Plug-In
      3. Plug-In Development
        1. Adding References
      4. Plug-In Deployment
        1. Install WIF Runtime
        2. Enable WIF 3.5 Runtime
        3. Integrate the Plug-In Registration Tool with Visual Studio 2012
        4. Plug-In Registration
        5. Plug-In Deregistration
      5. Plug-In Debugging
        1. Attaching the Debugger to the Host Process
        2. Forcing the Add-In to Call the Debugger
        3. Plug-In Profiler
      6. IServiceProvider
        1. IExecutionContext
      7. IOrganizationService
      8. Plug-In Samples
      9. Summary
    34. Chapter 24. Web Services
      1. Web Services Fundamentals
        1. Windows Communication Foundation (WCF)
        2. Representational State Transfer (REST)
        3. JavaScript Object Notation (JSON)
        4. Open Data Services
        5. Discovery Web Service
        6. Organization Service
        7. Retrieve Method
        8. RetrieveMultiple Method
        9. Delete Method
        10. Execute Method
        11. Fetch Method
        12. Update Method
      2. Early Binding
        1. Regular Operations for Early Binding
        2. Metadata
      3. Examples of Web Services
        1. JavaScript
        2. Modern SOAP Endpoints
        3. ExecuteMultipleRequest
      4. Summary
    35. Chapter 25. Advanced Solution Management
      1. Solutions Explained
        1. Managed Solutions
        2. Unmanaged Solutions
        3. Default Solution
      2. Solution Layers
      3. Team Development
        1. SolutionPackager Tool
      4. Summary
    36. Chapter 26. xRM (Extended) Deployments
      1. Enhanced MS CRM Functionality with Custom ASP.NET Apps
        1. Query String Parameters
      2. IFRAME Customization Example
        1. Custom ASP.NET Web Application Development
        2. ASP.NET Web Application Deployment
        3. Contact Entity Customization
      3. Silverlight Web Resources
        1. Creating a Silverlight Web Resource
        2. Debug Silverlight Web Resources
      4. HTML Web Resources
        1. Build HTML Web Resources Using Context Information
      5. Summary
    37. Chapter 27. Forms Authentication
      1. IFD Defined
      2. Claims-Based Authentication
      3. Configuring IFD
        1. SSL Certificates
        2. AD FS 2.0
        3. AD FS 3.0
        4. Configuring AD FS
        5. Configuring Claims-Based Authentication on CRM
        6. Add Relying Party Trust on AD FS
        7. Configuring the CRM Application for Internet-Facing Deployment
      4. Working with IFD and Multiple Organizations
        1. DNS Server Configurations
        2. Disabling IFD
      5. Summary
    38. Chapter 28. Data Management with Dun & Bradstreet
      1. Need for Quality Data
        1. Impact of Poor Data
      2. Data-Quality Challenges
      3. Potential for Error
      4. D&B360 for CRM
        1. Ways to Use D&B360
        2. Use D&B360 to Select Customers
      5. Summary
    39. Chapter 29. Data Management with InsideView
      1. Introduction to the Need for Social Insights
        1. What Social Insights Does
      2. Microsoft Dynamics CRM 2013 with Social Insights
        1. Social Insights Agents
        2. Search for a Company, Person, or News
        3. Watchlists
        4. Connections and Privacy
        5. Record Sync
      3. Additional Products Available
        1. InsideView for Marketing
        2. InsideView for Account Management
      4. Summary
    40. Chapter 30. Marketing Automation with Marketo
      1. Marketing Automation Explained
        1. Changing Buyer Behaviors
        2. New Software Delivery Model
        3. Approach to Revenue Generation and Measurement
      2. How Marketing Automation Differs from CRM
        1. Common Features in Marketing Automation
        2. Investments and Costs
      3. Introduction to Marketo
        1. Marketo’s Digital Marketing Platform
        2. Marketing System of Record
        3. Workflow Engine
        4. Time-Series Analytics Engine
        5. Extensible Architecture and Integration
        6. Scalability and Security
      4. Marketing Automation Using Marketo
        1. Email Marketing
        2. Engagement Engine
        3. Lead Management
        4. Multichannel Campaign Management
        5. Marketing Financial Management
        6. Marketing Analytics
      5. Microsoft Dynamics CRM 2013 and Marketo
      6. Summary
    41. Chapter 31. How to Get Support for Your System
      1. Online Support
        1. Basic Subscription Support
        2. Enhanced Support
        3. Professional Direct Support
        4. Premier Support (for Large Accounts Only)
      2. On-Premise Support
        1. Pros and Cons of Manual Updates
        2. Considerations When Installing Updates
      3. Partner Support
      4. Summary
    42. Chapter 32. On-Premise Requirements
      1. Hardware and Software Considerations
        1. Server
        2. Windows Server Operating System
        3. Active Directory Modes
        4. Internet Information Services
        5. Database
        6. Microsoft Dynamics CRM Reporting Extensions
        7. SharePoint Integration
        8. Email Router
        9. Exchange Server
        10. POP3/SMTP
        11. Microsoft CRM Client for Browsers
        12. Microsoft CRM Office Client for Outlook
        13. Licensing
      2. Single- Versus Multiple-Server Deployment
        1. Single-Server Deployment
        2. Multiple-Server Deployments
      3. Setup Process
        1. Microsoft Dynamics CRM Server Setup
        2. Additional Steps
        3. Microsoft Dynamics CRM Clients
        4. Upgrading from Earlier Versions
      4. Setting Up Your Business in Microsoft Dynamics CRM 2013
      5. Summary
    43. Chapter 33. MarketingPilot, NetBreeze, and Yammer
      1. MarketingPilot
      2. NetBreeze
      3. Yammer
        1. Using Yammer.com
        2. Yammer and Dynamics CRM 2013
        3. Working with Yammer in Dynamics CRM 2013
      4. Summary
    44. Index