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Microsoft® Dynamics CRM 2011 Administration Bible

Book Description

An in-depth, expert guide to Microsoft Dynamics CRM 2011 from Microsoft CRM experts! What better way to learn how to administer Dynamics CRM than from two Microsoft CRM experts? This in-depth Bible is packed with expert guidance on the latest version of Microsoft's hot CRM product. Whether you're new to Dynamics CRM or upgrading from an earlier version, you'll get thoroughly up to speed on everything from the basics to new features and more.

  • Brings you up to speed on Microsoft Dynamics CRM 2011, the latest version of Microsoft's fast-growing customer relationship management software

  • Shows you how to get the most out of the application, including configuration and customization, integrating with Microsoft Office, and automating business processes

  • Features step-by-step instruction and in-depth coverage of all essential topics; you'll want to keep this information-packed book at your desk as a practical reference

If you want to master Microsoft Dynamics CRM for your business contacts, this is the book you need to succeed!

Table of Contents

  1. Copyright
  2. About the Authors
  3. Credits
  4. Foreword
  5. Acknowledgments
  6. Introduction
  7. I. Laying a Solid Foundation
    1. 1. Familiarizing Yourself with CRM
      1. 1.1. Managing Customers with CRM
        1. 1.1.1. Understanding complex customer relationships
        2. 1.1.2. Understanding where CRM ends and ERP begins
      2. 1.2. Getting Acquainted with CRM: Concepts and Terminology
        1. 1.2.1. Understanding basic terminology
          1. 1.2.1.1. Users
          2. 1.2.1.2. Accounts and contacts
          3. 1.2.1.3. Customers
          4. 1.2.1.4. Activities and history
        2. 1.2.2. Understanding sales terminology
          1. 1.2.2.1. Leads
          2. 1.2.2.2. Opportunities
        3. 1.2.3. Understanding service and call center terminology
          1. 1.2.3.1. Cases
          2. 1.2.3.2. Knowledge Base
        4. 1.2.4. Understanding marketing terminology
          1. 1.2.4.1. Campaigns
          2. 1.2.4.2. Marketing lists
          3. 1.2.4.3. Sales literature
      3. 1.3. Understanding What Makes Microsoft Dynamics CRM Unique
        1. 1.3.1. Using CRM with Microsoft Office
          1. 1.3.1.1. Microsoft Outlook
          2. 1.3.1.2. Microsoft Excel
          3. 1.3.1.3. Microsoft Word
          4. 1.3.1.4. Other Microsoft product integration
        2. 1.3.2. Customizing Dynamics CRM
        3. 1.3.3. Supporting Dynamics CRM
          1. 1.3.3.1. Dynamics CRM administration
          2. 1.3.3.2. Dynamics CRM server management
        4. 1.3.4. Scaling CRM to different organizations
        5. 1.3.5. Choosing how to use CRM
          1. 1.3.5.1. User choice
          2. 1.3.5.2. Hosting choice
        6. 1.3.6. Leveraging the Microsoft connection
      4. 1.4. XRM: Extending CRM
        1. 1.4.1. Understanding why Dynamics CRM is a good choice for development
          1. 1.4.1.1. Development foundation
          2. 1.4.1.2. Customer centricity
          3. 1.4.1.3. Business agility
        2. 1.4.2. Empower developers to develop
          1. 1.4.2.1. The Microsoft ecosystem
        3. 1.4.3. Dynamics CRM, SharePoint, SQL Server, and .NET as a development framework
          1. 1.4.3.1. SharePoint and Dynamics CRM
          2. 1.4.3.2. SQL Server and Visual Studio
        4. 1.4.4. Cloud computing with Dynamics CRM
        5. 1.4.5. Developing business applications with the Dynamics CRM framework
          1. 1.4.5.1. Plan
          2. 1.4.5.2. Pilot
          3. 1.4.5.3. Production
          4. 1.4.5.4. Perfection
      5. 1.5. Planning a Successful CRM Project
        1. 1.5.1. Implementing CRM: A sample methodology
          1. 1.5.1.1. 1: Select the team
          2. 1.5.1.2. 2: Develop a plan
            1. 1.5.1.2.1. Planning workshops
            2. 1.5.1.2.2. The project blueprint
          3. 1.5.1.3. 3: Implement
          4. 1.5.1.4. 4: Validate
          5. 1.5.1.5. 5: Manage Change
        2. 1.5.2. Avoiding common mistakes
      6. 1.6. Summary
    2. 2. Taking a Tour of Dynamics CRM
      1. 2.1. Looking at What's New in Microsoft Dynamics CRM 2011
        1. 2.1.1. 64-bit only architecture
        2. 2.1.2. Sandbox service
        3. 2.1.3. Enhanced pipeline framework
        4. 2.1.4. Solutions and publishers
        5. 2.1.5. Web resources
        6. 2.1.6. Option sets
        7. 2.1.7. Cutting-edge development platform
      2. 2.2. Changes to the User Experience
        1. 2.2.1. Wider international availability of Dynamics CRM Online
        2. 2.2.2. Getting Started panes
        3. 2.2.3. Charts
        4. 2.2.4. Dashboards
        5. 2.2.5. Enhanced data management tools
        6. 2.2.6. Ribbon menus
        7. 2.2.7. Navigational improvements
        8. 2.2.8. Filterable columns in views
        9. 2.2.9. Role-based forms
        10. 2.2.10. Form customization and layout
        11. 2.2.11. Team ownership of records
        12. 2.2.12. Field-level security
        13. 2.2.13. Field changes
        14. 2.2.14. Recurring appointments
        15. 2.2.15. Custom activities
        16. 2.2.16. Dialogs
        17. 2.2.17. Auditing
        18. 2.2.18. SharePoint integration
        19. 2.2.19. Connections
        20. 2.2.20. Outlook integration
        21. 2.2.21. Changes to queues
      3. 2.3. Choosing a Deployment Option
        1. 2.3.1. Understanding the differences among online, on-premise, and partner-hosted options
          1. 2.3.1.1. Microsoft Dynamics CRM Online
          2. 2.3.1.2. On-premises
          3. 2.3.1.3. Partner-hosted
        2. 2.3.2. Deciding which deployment option is right for your organization
          1. 2.3.2.1. Cost
          2. 2.3.2.2. Long-term strategy
          3. 2.3.2.3. Company culture and skillsets
          4. 2.3.2.4. Business requirements
          5. 2.3.2.5. Integration plans
          6. 2.3.2.6. The appeal of on-demand software
      4. 2.4. System Requirements
      5. 2.5. Accessing CRM
        1. 2.5.1. Internet Explorer
          1. 2.5.1.1. Dynamics CRM Online
          2. 2.5.1.2. On-Premises
          3. 2.5.1.3. Internet Facing Deployment
        2. 2.5.2. Appreciating the power of Outlook integration
          1. 2.5.2.1. The Outlook interface
        3. 2.5.3. Going mobile
      6. 2.6. Summary
  8. II. Installing Dynamics CRM
    1. 3. Architecting Your CRM System
      1. 3.1. Planning Your Installation Strategy
        1. 3.1.1. Considering your goals for Dynamics CRM
        2. 3.1.2. Other important considerations
      2. 3.2. Breaking Out Server Roles
        1. 3.2.1. Understanding server roles and role groups
          1. 3.2.1.1. Front End Server
          2. 3.2.1.2. Back End Server
          3. 3.2.1.3. Deployment Administration Server
          4. 3.2.1.4. Other server roles
        2. 3.2.2. Server configurations
          1. 3.2.2.1. Single-server deployment
          2. 3.2.2.2. Small Business Server
          3. 3.2.2.3. Multiple server deployment
            1. 3.2.2.3.1. Setting up a Web farm with network load balancing (NLB)
            2. 3.2.2.3.2. Deploying Dynamics CRM to a SQL Cluster
      3. 3.3. Installing the Dynamics CRM Server
        1. 3.3.1. Installing with installation media versus command line installs
        2. 3.3.2. Running the setup
        3. 3.3.3. Completing the installation
          1. 3.3.3.1. Installing the SRS Data Connector Extensions
          2. 3.3.3.2. Configuring relying parties for claims-based authentication
          3. 3.3.3.3. Installing other server roles
      4. 3.4. Upgrading the Dynamics CRM Server
        1. 3.4.1. Planning your upgrade
          1. 3.4.1.1. Checking your current system
          2. 3.4.1.2. Moving to 64-bit hardware
          3. 3.4.1.3. Going virtual
          4. 3.4.1.4. Upgrading Outlook clients
        2. 3.4.2. Running the upgrade
          1. 3.4.2.1. Migrating a Version 4.0 organization database
          2. 3.4.2.2. Performing an in-place upgrade
          3. 3.4.2.3. Installing a new deployment that connects to an existing database
        3. 3.4.3. Testing the upgrade
      5. 3.5. Summary
    2. 4. Installing Other Components for Dynamics CRM
      1. 4.1. Installing Ancillary Server Components
        1. 4.1.1. Connecting Dynamics CRM to SQL Reporting Services
        2. 4.1.2. Installing and setting up the SharePoint Grid integration
          1. 4.1.2.1. Preparing SharePoint for the Dynamics CRM integration
          2. 4.1.2.2. Installing the SharePoint Grid for Dynamics CRM
          3. 4.1.2.3. Configuring Document Management Settings
      2. 4.2. Configuring Dynamics CRM for External Access
        1. 4.2.1. Understanding claims-based authentication
        2. 4.2.2. Configuring IFD
      3. 4.3. Integrating E-mail with Dynamics CRM
        1. 4.3.1. Installing the E-Mail Router
        2. 4.3.2. Configuring the E-mail Router
          1. 4.3.2.1. Configuring incoming and outgoing profiles for use with POP3 e-mail accounts
          2. 4.3.2.2. Associating profiles with deployments
          3. 4.3.2.3. Specifying users for the deployed profiles
          4. 4.3.2.4. Configuring the E-mail Router for use with a forwarding mailbox
          5. 4.3.2.5. Using the Rule Deployment Wizard
      4. 4.4. Installing the Outlook Client
        1. 4.4.1. Manually installing the Outlook client
        2. 4.4.2. Configuring the Outlook client
        3. 4.4.3. Installing and Configuring the Outlook client from the command line
        4. 4.4.4. Upgrading the Outlook client
      5. 4.5. Summary
  9. III. Administering Dynamics CRM
    1. 5. Post-Installation System Settings
      1. 5.1. Putting Your Dynamics CRM House in Order
        1. 5.1.1. Creating a backup administrator
        2. 5.1.2. Running the Registration Wizard (on-premises installations only)
        3. 5.1.3. Designating a partner (Dynamics CRM Online customers)
        4. 5.1.4. Downloading and installing the latest update rollup
        5. 5.1.5. Setting system settings
          1. 5.1.5.1. The System Settings dialog
            1. 5.1.5.1.1. General tab
            2. 5.1.5.1.2. Calendar tab
            3. 5.1.5.1.3. Formats tab
            4. 5.1.5.1.4. Auditing tab
            5. 5.1.5.1.5. E-mail tab
            6. 5.1.5.1.6. Marketing tab
            7. 5.1.5.1.7. Customization tab
            8. 5.1.5.1.8. Outlook tab
            9. 5.1.5.1.9. Reporting
          2. 5.1.5.2. Other administration settings
            1. 5.1.5.2.1. Auto-Numbering
            2. 5.1.5.2.2. Languages
            3. 5.1.5.2.3. Privacy preferences
            4. 5.1.5.2.4. Product updates
          3. 5.1.5.3. Business management settings
            1. 5.1.5.3.1. Fiscal year settings
            2. 5.1.5.3.2. Sales territories
            3. 5.1.5.3.3. Currencies
            4. 5.1.5.3.4. Business settings used for service scheduling
      2. 5.2. Taking Your Network and Domain Policies into Consideration
        1. 5.2.1. Settings for Internet Explorer
        2. 5.2.2. Configuring Internet-Facing Deployment
        3. 5.2.3. Making a backup of Dynamics CRM
      3. 5.3. Planning and Implementing Your Organization's Structure
        1. 5.3.1. Options for security model
          1. 5.3.1.1. Open organization
          2. 5.3.1.2. Balanced organization
          3. 5.3.1.3. Closed organization
          4. 5.3.1.4. Custom sharing rules
        2. 5.3.2. Understanding business units
        3. 5.3.3. Configuring security roles
        4. 5.3.4. Working with field security profiles
        5. 5.3.5. Setting up teams for your users
      4. 5.4. Preparing for Your First User
        1. 5.4.1. Installing sample data
        2. 5.4.2. Installing language packs
        3. 5.4.3. Testing user connectivity and security
      5. 5.5. Summary
    2. 6. Managing Users in Dynamics CRM
      1. 6.1. Understanding Licensing Options
        1. 6.1.1. Understanding user licensing
          1. 6.1.1.1. Acquiring CRM Online licenses
          2. 6.1.1.2. Acquiring CRM On-Premise licenses
        2. 6.1.2. Understanding External Connector licensing
        3. 6.1.3. Understanding other licensing components
      2. 6.2. Authenticating Users
      3. 6.3. Managing Users
        1. 6.3.1. Creating users
          1. 6.3.1.1. Creating new users
          2. 6.3.1.2. Approving e-mail
          3. 6.3.1.3. Setting the default queue and team
        2. 6.3.2. Working with existing user records
          1. 6.3.2.1. Disabling users and reassigning records
          2. 6.3.2.2. Changing the manager or business unit
        3. 6.3.3. The user summary report
      4. 6.4. Summary
    3. 7. Using the Deployment Manager
      1. 7.1. Using the Deployment Manager Console
        1. 7.1.1. Managing your deployment product key
        2. 7.1.2. Changing deployment properties
        3. 7.1.3. Adding Deployment Administrators
        4. 7.1.4. Managing organizations
          1. 7.1.4.1. Creating a new organization
          2. 7.1.4.2. Importing an organization
            1. 7.1.4.2.1. Mapping users
            2. 7.1.4.2.2. Logging into the newly imported organization
          3. 7.1.4.3. Editing an organization
          4. 7.1.4.4. Deleting an organization
          5. 7.1.4.5. Setting the default organization
        5. 7.1.5. Viewing servers and server roles in Deployment Manager
          1. 7.1.5.1. Understanding server roles
          2. 7.1.5.2. Disabling servers
          3. 7.1.5.3. Deleting servers
        6. 7.1.6. Configuring Claims-Based Authentication
        7. 7.1.7. Configuring Internet-Facing Deployment
      2. 7.2. Summary
    4. 8. Managing Data
      1. 8.1. Importing Data with the Import Data Wizard
        1. 8.1.1. Data maps
        2. 8.1.2. Preparing your source files
          1. 8.1.2.1. Use the data import templates
          2. 8.1.2.2. Make column headings match display names
          3. 8.1.2.3. Add necessary options to picklists
          4. 8.1.2.4. Import lookup references first
          5. 8.1.2.5. Validate and format fields
          6. 8.1.2.6. Dealing with floats and decimal precision
          7. 8.1.2.7. Remove carriage returns and line breaks
        3. 8.1.3. Enriching (updating) existing data
        4. 8.1.4. Reviewing the import job
        5. 8.1.5. Using the Import Contacts Wizard from Outlook
      2. 8.2. Detecting Duplicates
        1. 8.2.1. Duplicate detection settings
        2. 8.2.2. Creating duplicate detection rules
        3. 8.2.3. Scheduling duplicate detection jobs
        4. 8.2.4. Handling duplicate records
      3. 8.3. Cleaning Up Your Data with the Bulk Deletion Wizard
      4. 8.4. Summary
    5. 9. Maintaining, Optimizing, and Troubleshooting Dynamics CRM
      1. 9.1. Maintaining Dynamics CRM
        1. 9.1.1. Simplifying updates
        2. 9.1.2. Backing up the server and server components
          1. 9.1.2.1. Setting up a database maintenance plan
          2. 9.1.2.2. Backing up the Dynamics CRM application
          3. 9.1.2.3. Backing up other server components
        3. 9.1.3. Monitoring Dynamics CRM
          1. 9.1.3.1. Creating a baseline report in Windows Reliability and Performance Monitor
          2. 9.1.3.2. Becoming familiar with the Dynamics CRM counters
      2. 9.2. Optimizing Dynamics CRM
        1. 9.2.1. Optimizing the database
          1. 9.2.1.1. Identifying performance problems in the database
            1. 9.2.1.1.1. Using the SQL Server Activity Monitor
            2. 9.2.1.1.2. Using the SQL Server Database Engine Tuning Advisor
          2. 9.2.1.2. Implementing basic SQL Server optimizations
        2. 9.2.2. Optimizing the Web server
          1. 9.2.2.1. Identifying potential problem areas with the Web server
          2. 9.2.2.2. Making recommended changes to the Web server
        3. 9.2.3. Optimizing the platform server
          1. 9.2.3.1. Identifying potential problems with the platform server
          2. 9.2.3.2. Making recommended improvements to the platform server
        4. 9.2.4. Optimizing the client
          1. 9.2.4.1. Identifying potential problem areas with the client
          2. 9.2.4.2. Implementing recommended changes to improve client performance
            1. 9.2.4.2.1. Optimizing settings in Internet Explorer
            2. 9.2.4.2.2. Optimizing settings in the Outlook client
      3. 9.3. Troubleshooting Errors and Performance Problems
        1. 9.3.1. Using built-in, free, and included resources
        2. 9.3.2. Getting good information from Dynamics CRM errors
          1. 9.3.2.1. Examining event logs
          2. 9.3.2.2. Turning on developer errors
          3. 9.3.2.3. Enabling tracing
            1. 9.3.2.3.1. Enabling tracing for Dynamics CRM
            2. 9.3.2.3.2. Location of the Dynamics CRM server tracing registry keys and log files
            3. 9.3.2.3.3. Location of the Dynamics CRM Outlook client tracing registry keys and log files
            4. 9.3.2.3.4. Enabling logging for the Microsoft Dynamics E-mail Router
            5. 9.3.2.3.5. Enabling logging and finding logs for other components
      4. 9.4. Summary
  10. IV. Using Microsoft Dynamics CRM
    1. 10. Getting to Know the CRM Application
      1. 10.1. Navigating the Dynamics CRM Interface
        1. 10.1.1. Understanding the Ribbon menu
          1. 10.1.1.1. Ribbon menu tabs
          2. 10.1.1.2. Context-sensitive Ribbon menu tabs and buttons
          3. 10.1.1.3. Collapsing the Ribbon menu
        2. 10.1.2. Using the navigation pane
          1. 10.1.2.1. Areas, groups, and subareas
          2. 10.1.2.2. Shortcut menus
          3. 10.1.2.3. Homepage
          4. 10.1.2.4. Recently visited and favorites
        3. 10.1.3. Navigating CRM lists
          1. 10.1.3.1. Views
          2. 10.1.3.2. Creating Personal Views with Advanced Find
          3. 10.1.3.3. Using the search bar
          4. 10.1.3.4. Sorting
          5. 10.1.3.5. Filtering
          6. 10.1.3.6. Charts
          7. 10.1.3.7. Getting Started pane
        4. 10.1.4. Using CRM forms to view and update records
          1. 10.1.4.1. Navigating forms
          2. 10.1.4.2. Navigating records
          3. 10.1.4.3. Entering data
          4. 10.1.4.4. Editing multiple records
      2. 10.2. Record Ownership
        1. 10.2.1. Organization ownership
        2. 10.2.2. User or team ownership
        3. 10.2.3. Sharing records
      3. 10.3. Connections and Customer Relationships
      4. 10.4. Managing Activities with Dynamics CRM
        1. 10.4.1. Understanding activity types
        2. 10.4.2. Working with activities
          1. 10.4.2.1. Creating activities
          2. 10.4.2.2. Viewing activities
            1. 10.4.2.2.1. Activities list sub-area
            2. 10.4.2.2.2. Activities and Closed Activities related lists
          3. 10.4.2.3. Activity alerts
          4. 10.4.2.4. Completing activities
      5. 10.5. Using Queues
        1. 10.5.1. Sending records to queues
        2. 10.5.2. Viewing queues
        3. 10.5.3. Working items in a queue
          1. 10.5.3.1. Routing queue items
        4. 10.5.4. Working on items
        5. 10.5.5. Releasing items you are working on
        6. 10.5.6. Removing items from a queue
        7. 10.5.7. Deleting queue records
      6. 10.6. Working with E-mail Templates
        1. 10.6.1. Creating e-mail templates
        2. 10.6.2. Using e-mail templates
      7. 10.7. Merging Duplicate Records
      8. 10.8. Using Your Mobile Device with Dynamics CRM
        1. 10.8.1. Outlook synchronization
        2. 10.8.2. Mobile Express
        3. 10.8.3. Third-party options
      9. 10.9. Summary
    2. 11. Using Dynamics CRM for Outlook
      1. 11.1. Comparing the Outlook and Web Versions of Dynamics CRM
        1. 11.1.1. Understanding the differences: Outlook extensions and views
        2. 11.1.2. Understanding the similarities: Navigation, forms and data entry
      2. 11.2. Using Dynamics CRM within Outlook
        1. 11.2.1. Using the Outlook navigation pane
        2. 11.2.2. Working with Dynamics CRM views in Outlook
          1. 11.2.2.1. Using tabs as views
          2. 11.2.2.2. Filtering views
          3. 11.2.2.3. Formatting views
          4. 11.2.2.4. Setting up Outlook categories, follow-ups, and reminders on Dynamics CRM records
          5. 11.2.2.5. The reading pane
          6. 11.2.2.6. The people pane
        3. 11.2.3. Taking Dynamics CRM offline
          1. 11.2.3.1. Going offline and online
          2. 11.2.3.2. Choosing data for offline usage
        4. 11.2.4. Troubleshooting Dynamics CRM for Outlook
      3. 11.3. Using the Outlook Extensions
        1. 11.3.1. Tracking Outlook records in Dynamics CRM
          1. 11.3.1.1. Tracking in CRM and setting regarding
          2. 11.3.1.2. Tracking e-mail threads
          3. 11.3.1.3. Untracking and re-regarding Outlook records
          4. 11.3.1.4. Setting connections
          5. 11.3.1.5. Navigating to Dynamics CRM records from Outlook
          6. 11.3.1.6. Converting an Outlook record to a Dynamics CRM opportunity, lead or case
        2. 11.3.2. Synchronizing from Dynamics CRM to Outlook
          1. 11.3.2.1. Choosing records for automatic synchronization
          2. 11.3.2.2. Updating synchronized records
          3. 11.3.2.3. Manual and automatic synchronization
        3. 11.3.3. Using Dynamics CRM e-mail features within Outlook
          1. 11.3.3.1. Sending Dynamics CRM templates, articles, and sales literature from Outlook
          2. 11.3.3.2. Creating new leads and contacts
      4. 11.4. Summary
    3. 12. Using the Sales Functions
      1. 12.1. Understanding the Sales Lifecycle
      2. 12.2. Managing Leads
        1. 12.2.1. Creating leads
        2. 12.2.2. Working leads
        3. 12.2.3. Qualifying Leads
      3. 12.3. Managing Opportunities
        1. 12.3.1. Important opportunity fields
        2. 12.3.2. Adding products to an opportunity
          1. 12.3.2.1. Write-in and existing products
          2. 12.3.2.2. Units
        3. 12.3.3. Recalculating opportunities
        4. 12.3.4. Adding competitors to an opportunity
        5. 12.3.5. Closing opportunities
        6. 12.3.6. Setting goals
        7. 12.3.7. Forecasting sales
        8. 12.3.8. Custom opportunity processes
      4. 12.4. Working with the Product Catalog
      5. 12.5. Working with Quotes, Orders, and Invoices
        1. 12.5.1. Managing quotes
          1. 12.5.1.1. Creating a quote
          2. 12.5.1.2. Revising a quote
          3. 12.5.1.3. Converting a quote
        2. 12.5.2. Understanding orders and invoices
          1. 12.5.2.1. Closing orders
          2. 12.5.2.2. Closing invoices
      6. 12.6. Summary
    4. 13. Using the Marketing Functions
      1. 13.1. Managing Campaigns
        1. 13.1.1. Creating campaigns
          1. 13.1.1.1. Creating your first campaign
          2. 13.1.1.2. Working with campaign templates
        2. 13.1.2. Working with planning activities
        3. 13.1.3. Working with campaign activities
          1. 13.1.3.1. Using campaign activities
          2. 13.1.3.2. Distributing campaign activities
        4. 13.1.4. Working with campaign responses
          1. 13.1.4.1. Creating campaign responses
          2. 13.1.4.2. Working with campaign response records
        5. 13.1.5. Adding products and sales literature to campaigns
      2. 13.2. Using Quick Campaigns
      3. 13.3. Working with Marketing Lists
        1. 13.3.1. Managing list members manually
        2. 13.3.2. Managing list members dynamically
        3. 13.3.3. Using mail merge documents with marketing lists
      4. 13.4. Other Marketing Functions
        1. 13.4.1. Sales literature
        2. 13.4.2. Internet marketing
        3. 13.4.3. Third party add-ons
      5. 13.5. Summary
    5. 14. Using the Service Functions
      1. 14.1. Managing Cases
        1. 14.1.1. Creating and tracking cases
          1. 14.1.1.1. Tracking time
          2. 14.1.1.2. Closing cases
        2. 14.1.2. Setting up subjects
        3. 14.1.3. Using knowledge base articles
          1. 14.1.3.1. Creating article templates
          2. 14.1.3.2. Creating and approving articles
          3. 14.1.3.3. Using articles
        4. 14.1.4. Working with contracts
          1. 14.1.4.1. Contract templates
          2. 14.1.4.2. Contracts
          3. 14.1.4.3. Contract lines
          4. 14.1.4.4. The contract process
      2. 14.2. Scheduling Service
        1. 14.2.1. Setting up CRM for service management
          1. 14.2.1.1. Setting up sites
          2. 14.2.1.2. Setting up facilities/equipment
          3. 14.2.1.3. Setting up resource groups
          4. 14.2.1.4. Setting up business closures
          5. 14.2.1.5. Setting up working hours for users
          6. 14.2.1.6. Setting up services
        2. 14.2.2. Scheduling services
      3. 14.3. Summary
  11. V. Customizing Dynamics CRM Through the User Interface
    1. 15. Realizing the Benefits of Office and SharePoint Integration
      1. 15.1. Exporting and Importing Data with Microsoft Excel
        1. 15.1.1. Exporting data to Microsoft Excel
        2. 15.1.2. Updating existing records from Microsoft Excel
      2. 15.2. Mail Merging with Microsoft Word
        1. 15.2.1. Creating a Word mail merge template
        2. 15.2.2. Using a Word mail merge template
      3. 15.3. Working with SharePoint Integration
        1. 15.3.1. Storing documents in SharePoint
          1. 15.3.1.1. Activating document management for a CRM entity
          2. 15.3.1.2. Associating a SharePoint location to a Dynamics CRM record
            1. 15.3.1.2.1. Auto-creating a location
            2. 15.3.1.2.2. Manually associating a location
          3. 15.3.1.3. Working with SharePoint documents
        2. 15.3.2. Publishing Excel pivot tables as SharePoint dashboards
        3. 15.3.3. Using SharePoint 2010 tags and notes
      4. 15.4. Summary
    2. 16. Tailoring CRM to Your Organization
      1. 16.1. Understanding Customization and Configuration
        1. 16.1.1. Understanding customization terminology
        2. 16.1.2. Understanding model driven development
          1. 16.1.2.1. Documenting and designing
          2. 16.1.2.2. Design and code: Identifying the gaps
          3. 16.1.2.3. Working with a development sandbox
        3. 16.1.3. Accessing the customizations area
      2. 16.2. Working with Solutions
        1. 16.2.1. Understanding the steps of solution management
        2. 16.2.2. Understanding solutions and publishers
        3. 16.2.3. Using the default solution
        4. 16.2.4. Creating a publisher and editing the default publisher
          1. 16.2.4.1. Editing the default publisher
          2. 16.2.4.2. Creating a new publisher
          3. 16.2.4.3. Other publishers
        5. 16.2.5. Creating a solution
        6. 16.2.6. Adding components to a solution
        7. 16.2.7. Layering: Building on existing solutions
        8. 16.2.8. Working with managed properties
        9. 16.2.9. Understanding dependencies
        10. 16.2.10. Sharing solutions with import and export
          1. 16.2.10.1. Exporting a solution
          2. 16.2.10.2. Importing a solution
        11. 16.2.11. Deleting a solution
      3. 16.3. The Solutions Marketplace
      4. 16.4. Summary
    3. 17. Working with CRM Entities
      1. 17.1. Understanding Entities
        1. 17.1.1. Understanding entity types
        2. 17.1.2. Understanding relational databases
        3. 17.1.3. Understanding the steps of entity customization
        4. 17.1.4. Accessing the entity customization area
        5. 17.1.5. Publishing customizations
        6. 17.1.6. Importing and exporting customizations
      2. 17.2. Creating Custom Entities
        1. 17.2.1. General entity settings and the primary field
          1. 17.2.1.1. Entity definition
          2. 17.2.1.2. Activity entity types
          3. 17.2.1.3. Notes
          4. 17.2.1.4. Activities
          5. 17.2.1.5. Sending E-mail
          6. 17.2.1.6. Queues
          7. 17.2.1.7. Auditing
          8. 17.2.1.8. Other settings on the general tab
          9. 17.2.1.9. Primary field
        2. 17.2.2. Understanding the default fields
          1. 17.2.2.1. Status (or activity status) and status reason
          2. 17.2.2.2. Created and modified fields
          3. 17.2.2.3. Owner, Owning Team
        3. 17.2.3. Other default elements
        4. 17.2.4. Updating icons
      3. 17.3. Customizing Entities
        1. 17.3.1. Customizing fields
          1. 17.3.1.1. Display name
          2. 17.3.1.2. Name
          3. 17.3.1.3. Field security
          4. 17.3.1.4. Auditing
          5. 17.3.1.5. Requirement level
          6. 17.3.1.6. Searchable
          7. 17.3.1.7. Description
          8. 17.3.1.8. Type and format
          9. 17.3.1.9. Creating new option sets (picklists)
          10. 17.3.1.10. IME mode
        2. 17.3.2. Working with relationships
          1. 17.3.2.1. Understanding relationship types
            1. 17.3.2.1.1. One-to-many (1:N) and many-to-one (N:1) relationships
            2. 17.3.2.1.2. Many-to-many (N:N) relationships
            3. 17.3.2.1.3. Unsupported relationships
          2. 17.3.2.2. Understanding relationship behavior
            1. 17.3.2.2.1. Behavior actions
            2. 17.3.2.2.2. Cascading behavior rules
            3. 17.3.2.2.3. Type of behavior
          3. 17.3.2.3. Viewing, creating, and customizing relationships
          4. 17.3.2.4. Mapping fields between relationships
        3. 17.3.3. Working with forms
          1. 17.3.3.1. Understanding form types
          2. 17.3.3.2. Understanding form layout
          3. 17.3.3.3. Using the form designer
            1. 17.3.3.3.1. Moving around the form
            2. 17.3.3.3.2. Changing the form layout
            3. 17.3.3.3.3. Working with fields
            4. 17.3.3.3.4. Working with form controls
            5. 17.3.3.3.5. Previewing your form
            6. 17.3.3.3.6. Saving and publishing customizations
          4. 17.3.3.4. Working with role-based forms
        4. 17.3.4. Deleting fields
        5. 17.3.5. Customizing views
          1. 17.3.5.1. Understanding view types
          2. 17.3.5.2. Creating and modifying views
          3. 17.3.5.3. Editing filter criteria
            1. 17.3.5.3.1. Filter criteria basics
            2. 17.3.5.3.2. Grouping with and/or
            3. 17.3.5.3.3. Referencing other entities
            4. 17.3.5.3.4. Limitations of filter criteria
        6. 17.3.6. Customizing charts
        7. 17.3.7. Renaming entities
      4. 17.4. Summary
    4. 18. Automating Your Organization with Processes
      1. 18.1. Understanding Processes in Dynamics CRM
        1. 18.1.1. Programming without coding
        2. 18.1.2. Understanding business process automation
        3. 18.1.3. Designing and diagramming processes
        4. 18.1.4. Processes and solutions
      2. 18.2. Working with Workflows
        1. 18.2.1. Creating workflows
          1. 18.2.1.1. Workflow scope
          2. 18.2.1.2. Workflow triggers
        2. 18.2.2. Adding workflow steps
          1. 18.2.2.1. Workflow conditions
          2. 18.2.2.2. Wait conditions
          3. 18.2.2.3. Workflow actions
          4. 18.2.2.4. Working with dynamic values
          5. 18.2.2.5. Workflow stages
        3. 18.2.3. Updating existing workflows
      3. 18.3. Working with Dialogs
        1. 18.3.1. Creating dialogs
          1. 18.3.1.1. Dialog triggers
          2. 18.3.1.2. Input arguments and variables
        2. 18.3.2. Adding dialog steps
          1. 18.3.2.1. Stages, conditions, and dynamic values
          2. 18.3.2.2. Pages, prompts, and responses
          3. 18.3.2.3. Dialog actions
      4. 18.4. Understanding Other Process Concepts
        1. 18.4.1. Running on demand processes
        2. 18.4.2. Administration, notes, and attachments
          1. 18.4.2.1. Documenting your processes
          2. 18.4.2.2. Deleting completed workflow jobs
        3. 18.4.3. Creating and using process templates
        4. 18.4.4. Monitoring processes
        5. 18.4.5. Running processes using JScript
        6. 18.4.6. Process extensions
        7. 18.4.7. Using .NET and the Windows Workflow Foundation to extend your processes
        8. 18.4.8. Plug-ins: Using custom code for added process flexibility
        9. 18.4.9. Process examples
      5. 18.5. Summary
  12. VI. Customizing Dynamics CRM with Custom Code
    1. 19. Understanding the Other Customization Options
      1. 19.1. Customizing Option Sets
      2. 19.2. Setting Up Queues
        1. 19.2.1. Creating and customizing a queue
        2. 19.2.2. Automating queues
        3. 19.2.3. Approving queue e-mail
      3. 19.3. Customizing Mobile Express
      4. 19.4. Managing Connection Roles and Relationship Roles
        1. 19.4.1. Adding connections to entities
        2. 19.4.2. Configuring connection roles
      5. 19.5. Working with CRM Extensions
        1. 19.5.1. Extending forms
        2. 19.5.2. Extending dashboards
        3. 19.5.3. Extending processes
      6. 19.6. Summary
    2. 20. Understanding the Development Options
      1. 20.1. Understanding Development Options
        1. 20.1.1. Envisioning the possibilities
        2. 20.1.2. Understanding the fundamentals
          1. 20.1.2.1. Client-side and server-side customization
          2. 20.1.2.2. Dynamics CRM development terminology
          3. 20.1.2.3. Using the Software Development Kit (SDK)
        3. 20.1.3. Making smart development decisions
          1. 20.1.3.1. Avoiding unsupported customizations
          2. 20.1.3.2. Developing for CRM Online usage
      2. 20.2. Setting Up Development and Testing Environments
        1. 20.2.1. Establishing processes, procedures, and governance
        2. 20.2.2. Using the right development tools
        3. 20.2.3. Planning and configuring your environment
          1. 20.2.3.1. Configuring an entry level development environment
          2. 20.2.3.2. Configuring a mid-tier development environment
          3. 20.2.3.3. Configuring an enterprise class development environment
          4. 20.2.3.4. Configuring a CRM Online development environment
      3. 20.3. Summary
    3. 21. Working with Client-Side Customizations
      1. 21.1. Getting Started with Coding in CRM
        1. 21.1.1. Understanding Web resources
        2. 21.1.2. Understanding events
          1. 21.1.2.1. Form onLoad and onSave events
          2. 21.1.2.2. Field onChange event
          3. 21.1.2.3. Tab TabStateChange event
          4. 21.1.2.4. Iframe OnReadyStateComplete Event
          5. 21.1.2.5. Ribbon control events
          6. 21.1.2.6. Database events
        3. 21.1.3. Writing JScript
          1. 21.1.3.1. Understanding JScript libraries
          2. 21.1.3.2. Hello world
          3. 21.1.3.3. How the JScript code works
          4. 21.1.3.4. Options for loading your JScript code
          5. 21.1.3.5. Additional JScript code examples
            1. 21.1.3.5.1. Format a phone number
            2. 21.1.3.5.2. Calculate a field
            3. 21.1.3.5.3. Even more JScript code
            4. 21.1.3.5.4. The XRM page model
          6. 21.1.3.6. Testing your JScript code
          7. 21.1.3.7. Converting your Dynamics CRM 4.0 JScript
          8. 21.1.3.8. Supported and unsupported JScript
        4. 21.1.4. Working with Web pages
          1. 21.1.4.1. Using HTML Web resources
          2. 21.1.4.2. Hello world
          3. 21.1.4.3. Creating mash-ups with Iframes
      2. 21.2. Other Customizations
        1. 21.2.1. Calling CRM functions with URLs
          1. 21.2.1.1. Copying or sending a URL link
          2. 21.2.1.2. Launching dialog processes with a URL
          3. 21.2.1.3. Creating links in JScript or processes
        2. 21.2.2. Modifying XML files
          1. 21.2.2.1. Modifying the site map
          2. 21.2.2.2. Customizing the getting started pane
          3. 21.2.2.3. Modifying the Ribbon menu
          4. 21.2.2.4. Updating chart XML
          5. 21.2.2.5. Updating process XAML
      3. 21.3. Summary
    4. 22. Working with Server-Side Customizations
      1. 22.1. Becoming Familiar with Dynamics CRM's Architecture and Development Model
        1. 22.1.1. Exploring the Extensibility Architecture
      2. 22.2. Developing Server-Side Extensions for Different Deployment Scenarios
        1. 22.2.1. Deciding where to store your custom server-side code
        2. 22.2.2. Deploying code for offline use
        3. 22.2.3. Comparing the sandbox service to non-isolated mode
          1. 22.2.3.1. Creating plug-ins for the sandbox
          2. 22.2.3.2. Setting up users to deploy plug-ins
      3. 22.3. Interfacing with Dynamics CRM
        1. 22.3.1. Understanding the Web services
        2. 22.3.2. Accessing the Web services
      4. 22.4. Plugging-in to the Platform
        1. 22.4.1. Looking at how Dynamics CRM incorporates plug-ins
          1. 22.4.1.1. Message support for plug-ins
          2. 22.4.1.2. Event pipeline stages
          3. 22.4.1.3. Synchronous and asynchronous execution modes
        2. 22.4.2. Walking through a sample plug-in
        3. 22.4.3. Deploying a plug-in
      5. 22.5. RESTing with Dynamics CRM
        1. 22.5.1. Querying Dynamics CRM's OData service
        2. 22.5.2. Using the OData endpoint in Visual Studio
      6. 22.6. Connecting to the Cloud with Azure
        1. 22.6.1. Signing up for Azure services
        2. 22.6.2. Setting up your AppFabric services
        3. 22.6.3. Getting started with an Azure-enabled solution
      7. 22.7. Extending Dynamics CRM Workflow
        1. 22.7.1. Creating custom steps for use in building workflow rules
        2. 22.7.2. Creating or modifying a complete workflow rule
      8. 22.8. Summary
  13. VII. Visualizing Your Dynamics CRM Data with Charts, Reports, and Dashboards
    1. 23. Using the Built-in Reporting Tools
      1. 23.1. Leveraging Dynamics CRM's Business Intelligence Capabilities
        1. 23.1.1. Using Advanced Find as a reporting tool
          1. 23.1.1.1. Example 1: Creating a view of important customers in a salesperson's territory
          2. 23.1.1.2. Example 2: An advanced Advanced Find view
        2. 23.1.2. Getting the most from the included reports
          1. 23.1.2.1. Administrative reports
            1. 23.1.2.1.1. User Summary
            2. 23.1.2.1.2. Activities
          2. 23.1.2.2. Marketing reports
            1. 23.1.2.2.1. Account Distribution
            2. 23.1.2.2.2. Account Overview
            3. 23.1.2.2.3. Account Summary
            4. 23.1.2.2.4. Campaign Activity Status
            5. 23.1.2.2.5. Campaign Comparison
            6. 23.1.2.2.6. Campaign Performance
            7. 23.1.2.2.7. Lead Source Effectiveness
          3. 23.1.2.3. Sales reports
            1. 23.1.2.3.1. Competitor Win Loss
            2. 23.1.2.3.2. Neglected Accounts
            3. 23.1.2.3.3. Neglected Leads
            4. 23.1.2.3.4. Products By Account
            5. 23.1.2.3.5. Products By Contact
            6. 23.1.2.3.6. Sales History
            7. 23.1.2.3.7. Sales Pipeline
            8. 23.1.2.3.8. Quote, Order, and Invoice reports
            9. 23.1.2.3.9. Invoice Status
          4. 23.1.2.4. Service reports
            1. 23.1.2.4.1. Case Summary Table
            2. 23.1.2.4.2. Neglected Cases
            3. 23.1.2.4.3. Service Activity Volume
            4. 23.1.2.4.4. Top Knowledge Base Articles
      2. 23.2. Using the Report Wizard
        1. 23.2.1. Creating your first report with the wizard
        2. 23.2.2. Setting default filters and report options
      3. 23.3. Using Excel as a BI Tool
        1. 23.3.1. Exporting data to Excel
        2. 23.3.2. Creating useful reports with Excel
        3. 23.3.3. Making the pivot table available to other users
      4. 23.4. Summary
    2. 24. Working with Visualizations: Charts and Dashboards
      1. 24.1. Working with Charts
        1. 24.1.1. Using charts
          1. 24.1.1.1. Viewing charts
          2. 24.1.1.2. Interacting with charts
            1. 24.1.1.2.1. Basic chart interactions
            2. 24.1.1.2.2. Drilling down
        2. 24.1.2. Managing charts
          1. 24.1.2.1. Creating charts
          2. 24.1.2.2. Using charts on forms
          3. 24.1.2.3. Importing and exporting charts
          4. 24.1.2.4. Modifying charts with the software development kit (SDK)
      2. 24.2. Working with Dashboards
        1. 24.2.1. Using dashboards
          1. 24.2.1.1. Viewing dashboards
          2. 24.2.1.2. Interacting with dashboards
        2. 24.2.2. Managing dashboards
          1. 24.2.2.1. Creating dashboards
          2. 24.2.2.2. Understanding iframes and Web resources
      3. 24.3. Summary
    3. 25. Custom Reporting for Dynamics CRM
      1. 25.1. Examining the Anatomy of Dynamics CRM Reporting
        1. 25.1.1. Taking a look at how Dynamics CRM interacts with the report server
        2. 25.1.2. Serving a report through Dynamics CRM
          1. 25.1.2.1. Report file format
        3. 25.1.3. Working with the report
          1. 25.1.3.1. Selecting the records to report on
          2. 25.1.3.2. Filtering a report
          3. 25.1.3.3. Using report controls
      2. 25.2. Selecting the Right Report Development Tools
        1. 25.2.1. Business Intelligence Development Studio (BIDS)
        2. 25.2.2. SQL Server 2008 R2 Report Builder 3.0
      3. 25.3. Designing Professional Reports
        1. 25.3.1. Starting at the beginning
        2. 25.3.2. Using filtered views
        3. 25.3.3. Empowering users
          1. 25.3.3.1. Enabling prefiltering
          2. 25.3.3.2. Creating user-selectable parameters
          3. 25.3.3.3. Configuring dynamic sorting
        4. 25.3.4. Localizing a report
        5. 25.3.5. Using global values
        6. 25.3.6. Formatting for print layout
        7. 25.3.7. Refer to the SDK
      4. 25.4. Developing Your First Custom Report
      5. 25.5. Sharing Custom Reports
        1. 25.5.1. Publishing a report to Dynamics CRM
        2. 25.5.2. Setting other report options
          1. 25.5.2.1. Adding report categories
          2. 25.5.2.2. Making reports context-sensitive
      6. 25.6. Summary
  14. VIII. Extending and Integrating Dynamics CRM
    1. 26. Connecting to Other Systems: Migration and Integration with Dynamics CRM
      1. 26.1. Preparing for Integration
        1. 26.1.1. Looking at the benefits of integration
        2. 26.1.2. Considering the challenges of integration
      2. 26.2. Defining Migration and Integration Scenarios
        1. 26.2.1. Integrating data
        2. 26.2.2. Integrating services
        3. 26.2.3. Migration and integration techniques
          1. 26.2.3.1. Migrating data
          2. 26.2.3.2. Presentation-layer integration
          3. 26.2.3.3. Batch integration
          4. 26.2.3.4. Real-time or near real-time integration
        4. 26.2.4. Selecting an integration model
          1. 26.2.4.1. Point-to-point
          2. 26.2.4.2. Data hub
          3. 26.2.4.3. Enterprise service bus
      3. 26.3. Adhering to Best Practices for Migration and Integration
      4. 26.4. Selecting Tools for Migration and Integration
        1. 26.4.1. Developing a custom SDK import solution
        2. 26.4.2. Microsoft integration tools
          1. 26.4.2.1. SQL Server Integration Services
          2. 26.4.2.2. SQL Server replication
          3. 26.4.2.3. Microsoft BizTalk Server
          4. 26.4.2.4. Dynamics CRM Adapter for Dynamics GP
        3. 26.4.3. Scribe Insight
          1. 26.4.3.1. Scribe Insight architecture
        4. 26.4.4. Pervasive Data Integrator
          1. 26.4.4.1. Pervasive Data Integrator architecture
      5. 26.5. Integrating Dynamics CRM with a Web Site
        1. 26.5.1. Web site form integration
        2. 26.5.2. Web portals
      6. 26.6. Adding Functionality with Integrated ISV Solutions
        1. 26.6.1. Finding ISV solutions
        2. 26.6.2. Some notable examples of ISV solutions
          1. 26.6.2.1. Data2CRM from CRM Innovation
          2. 26.6.2.2. CWR Mobility
          3. 26.6.2.3. Experlogix
      7. 26.7. Summary
    2. 27. XRM: Going Beyond Traditional CRM
      1. 27.1. Exploring XRM
        1. 27.1.1. Defining XRM
        2. 27.1.2. Understanding why Dynamics CRM is a good platform
        3. 27.1.3. Understanding the value of platform development
      2. 27.2. Walking Through a Typical XRM Scenario
        1. 27.2.1. Setting up the scenario
          1. 27.2.1.1. The original process for managing the employee lifecycle
          2. 27.2.1.2. The XRM solution
            1. 27.2.1.2.1. The solution interface
            2. 27.2.1.2.2. The Job Requisition process
            3. 27.2.1.2.3. The application process
            4. 27.2.1.2.4. The on-boarding process
            5. 27.2.1.2.5. Employee management process
            6. 27.2.1.2.6. Employee HR Incident process
            7. 27.2.1.2.7. Localization
            8. 27.2.1.2.8. Maintenance and extensibility
        2. 27.2.2. Imagining the possibilities: Other XRM scenarios
      3. 27.3. Summary
  15. IX. Appendixes
    1. A. Advanced Integration with SharePoint 2010
      1. A.1. Integrating with SharePoint
        1. A.1.1. Areas of integration
      2. A.2. Integration Examples
        1. A.2.1. Accessing Dynamics CRM with Business Connectivity Services
          1. A.2.1.1. External Content Types
          2. A.2.1.2. Showing external data
          3. A.2.1.3. Creating an external content type from a CRM entity
        2. A.2.2. Showing CRM data in the Social Activity Feed
          1. A.2.2.1. Activity Manager
          2. A.2.2.2. Activity Application
          3. A.2.2.3. Activity Type
          4. A.2.2.4. Activity Template
          5. A.2.2.5. Activity Event
          6. A.2.2.6. Activity Feed Gatherer
            1. A.2.2.6.1. Step 1: Setting-up an Activity
            2. A.2.2.6.2. Step 2: Gathering Activity Events
      3. A.3. Summary
    2. B. Accessing and Using Online Resources