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Microsoft Dynamics® CRM 2011 Step by Step

Book Description

The smart way to learn Microsoft Dynamics CRM 2011—one step at a time! Use the easy-to-follow lessons to master the fundamentals of creating and managing accounts; working directly within familiar tools such as Microsoft Outlook; tracking customer activity and communications; managing campaigns, leads, quotes, contracts, and orders; and employing basic to advanced reporting capabilities. Includes downloadable, ready-made practice files and complete Book.

Table of Contents

  1. Microsoft Dynamics® CRM 2011 Step by Step
  2. A Note Regarding Supplemental Files
  3. Acknowledgments
    1. Mike Snyder’s Acknowledgments
    2. Jim Steger’s Acknowledgments
    3. Brendan Landers’ Acknowledgments
  4. Introduction
    1. A Word About Sandbox Environments
    2. About the Examples in This Book
    3. Looking Forward
  5. Features and Conventions of This Book
  6. Using the Practice Files
  7. Your Companion eBook
  8. Book Support
    1. Errata
    2. We Want to Hear from You
    3. Stay in Touch
    4. Getting Help with Microsoft Dynamics CRM 2011
    5. More Information
  9. 1. Overview
    1. 1. Introduction to Microsoft Dynamics CRM
      1. What Is Microsoft Dynamics CRM?
      2. Microsoft Dynamics CRM Deployment Options
      3. Integrating with Other Microsoft Products
      4. Logging On to Microsoft Dynamics CRM Online
      5. Logging On to Microsoft Dynamics CRM
      6. Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook
      7. Logging On to Microsoft Dynamics CRM via Mobile Express
      8. Key Points
    2. 2. Getting Around in Microsoft Dynamics CRM
      1. Understanding the Microsoft Dynamics CRM User Interface
      2. Using Views to Work with Data Records
      3. Sorting Records in a View
      4. Selecting and Refreshing Records in a View
      5. Editing Multiple Records in a View
      6. Using Quick Find to Search for Records in a View
      7. Setting a Default Personal View
      8. Accessing Recently Visited Records and Views
      9. Using Lookups and Automatic Resolution
      10. Setting Personal Options
      11. Using the Resource Center
      12. Accessing Help in Microsoft Dynamics CRM
      13. Key Points
    3. 3. Working with Accounts and Contacts
      1. Creating an Account
      2. Using Parent Accounts and Sub-Accounts
      3. Creating a Contact
      4. Attaching Files to Accounts and Contacts
      5. Deactivating and Activating Records
      6. Sharing Accounts and Contacts with Other Users
      7. Assigning Accounts and Contacts to Other Users
      8. Merging Account or Contact Records
      9. Key Points
    4. 4. Working with Activities and Notes
      1. Understanding Activity Types
      2. Understanding the Regarding Field
      3. Creating Follow-Up Activities
      4. Viewing Open and Completed Activities for a Record
      5. Creating a Note
      6. Managing Your Activities
      7. Sending Direct Email Messages
      8. Key Points
    5. 5. Using Microsoft Dynamics CRM for Outlook
      1. Accessing CRM Records Within Microsoft Dynamics CRM for Outlook
      2. Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook
      3. Synchronizing Contacts, Tasks, and Appointments
      4. Creating and Tracking Contacts
      5. Using the Add Contacts Wizard
      6. Creating and Tracking Tasks and Appointments
      7. Sending and Tracking Email Messages in Microsoft Dynamics CRM for Outlook
      8. Deleting Records in Microsoft Dynamics CRM for Outlook
      9. Going Offline with Microsoft Dynamics CRM for Outlook
      10. Configuring Synchronization Filters
      11. Key Points
  10. 2. Sales and Marketing
    1. 6. Working with Leads and Opportunities
      1. Understanding Leads and Opportunities
      2. Creating a Lead and Tracking Lead Sources
      3. Qualifying a Lead
      4. Disqualifying a Lead
      5. Creating an Opportunity
      6. Using Opportunities to Forecast Potential Sales
      7. Closing an Opportunity
      8. Reopening an Opportunity
      9. Converting an Email Activity to a Lead
      10. Key Points
    2. 7. Using Marketing Lists
      1. Creating a Static Marketing List
      2. Adding Members to a List by Using a Lookup
      3. Adding Members to a List by Using Advanced Find
      4. Removing Members from a List by Using Advanced Find
      5. Evaluating Members Included in a List by Using Advanced Find
      6. Removing Selected Members from a List
      7. Creating a Dynamic Marketing List
      8. Copying Members to Another Marketing List
      9. Creating Opportunities from List Members
      10. Using Mail Merge to Generate a Word Document That Includes List Member Information
      11. Key Points
    3. 8. Managing Campaigns and Quick Campaigns
      1. Creating a Campaign
      2. Adding Planning Activities
      3. Selecting Target Marketing Lists
      4. Adding Target Products and Sales Literature
      5. Relating Campaigns
      6. Creating Campaign Templates
      7. Copying Campaign Records
      8. Using Quick Campaigns
      9. Key Points
    4. 9. Working with Campaign Activities and Responses
      1. Creating a Campaign Activity
      2. Associating a Marketing List to a Campaign Activity
      3. Distributing a Campaign Activity
      4. Recording a Campaign Response
        1. Promoting a Campaign Activity to a Campaign Response
      5. Converting a Campaign Response
      6. Viewing Campaign Results
        1. Viewing Specific Campaign Information
      7. Key Points
  11. 3. Service
    1. 10. Tracking Service Requests
      1. Creating and Assigning a Service Request Case
      2. Managing Service Request Activities
      3. Resolving a Service Request Case
      4. Canceling and Reopening a Service Request Case
      5. Key Points
    2. 11. Using the Knowledge Base
      1. Creating and Submitting a Knowledge Base Article
      2. Publishing a Knowledge Base Article
      3. Searching for a Knowledge Base Article
      4. Removing an Article from the Knowledge Base
      5. Creating Article Templates
      6. Key Points
    3. 12. Working with Contracts and Queues
      1. Creating a Service Contract
      2. Activating and Renewing a Contract
      3. Working with Service Queues
      4. Key Points
  12. 4. Reporting and Analysis
    1. 13. Working with Filters and Charts
      1. Applying Filters to Your Data and Saving Filtered Views
      2. Setting Additional Filters on a Saved View
      3. Using Charts to Analyze Microsoft Dynamics CRM Data
      4. Creating a New Chart
      5. Sharing a Chart
      6. Key Points
    2. 14. Using Dashboards
      1. Using Built-in Dashboards
      2. Creating Additional Dashboards
      3. Editing Dashboards
      4. Setting a Default Dashboard
      5. Sharing a Dashboard
      6. Key Points
    3. 15. Using the Report Wizard
      1. Creating a Report with the Report Wizard
      2. Modifying a Report
      3. Sharing a Report
      4. Scheduling a Report
      5. Categorizing a Report
      6. Key Points
    4. 16. Using Advanced Find
      1. Performing Advanced Find Queries
      2. Organizing and Formatting Advanced Find Results
      3. Creating and Sharing a Saved View
      4. Using Advanced Filter Criteria
      5. Using Edit Multiple Records and Assign Multiple Records from Advanced Find
      6. Key Points
    5. 17. Reporting with Excel
      1. Exporting Static Data to Excel Worksheets
      2. Exporting Dynamic Data to Excel Worksheets
      3. Exporting Dynamic Data to Excel PivotTables
      4. Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM
      5. Key Points
  13. 5. Data Management
    1. 18. Bulk Data Importing
      1. Using the Import Data Wizard
      2. Importing Data with Automatic Data Mapping
      3. Reviewing the Import Status
      4. Updating Data by Using Data Enrichment
      5. Key Points
  14. Glossary
  15. A. About Sonoma Partners
    1. Mike Snyder
    2. Jim Steger
    3. Brendan Landers
  16. Index
  17. About the Authors
  18. Copyright