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Microsoft Dynamics CRM 4.0 Unleashed

Book Description

Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.

The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM’s sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM’s most powerful new features, from its improved interface to its new mail merge and data migration tools.

This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.

Detailed information on how to…

  • Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry

  • Thoroughly understand both the on-premise and hosted versions of Dynamics CRM

  • Make the most of Dynamics’ new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships

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

  • Improve customer service by integrating schedules, cases, contacts, product/service information, and more

  • Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling

  • Efficiently administer and secure any Dynamics CRM implementation

  • Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools

  • Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons

  • ON THE WEB:

    Download all of this book’s examples and source code at informit.com/title/9780672329708

    Table of Contents

    1. Copyright
    2. About the Authors
    3. Acknowledgments
    4. We Want to Hear from You!
      1. Reader Services
    5. Introduction
    6. 1. New Features of Microsoft Dynamics CRM
      1. Interface
      2. Lookup and Smart Find
      3. Report Wizard
      4. Multitenancy
      5. Multilanguage
      6. Multicurrency
      7. Resource Center
      8. E-mail Smart Tracking
      9. E-mail Routing
      10. MRU
      11. Exporting
      12. CRM Clients
      13. Mail Merge
      14. Data Migration
      15. Duplicate Detection
      16. Relationships
      17. Programming
      18. CRM Online
      19. Bulk Record Deletion
      20. Workflow
      21. Summary
    7. 2. Why Businesses Need a CRM System
      1. Managing Your Business, Customers, and Resources
      2. People Versus Resource Management
      3. CRM Versus ERP
      4. Historical Data and Legal Requirements
      5. Real-Time/All-the-Time Need for Data
      6. Lead/Opportunity Management
      7. Marketing
      8. Challenges of CRM
      9. Summary
    8. 3. The Evolution of Microsoft Dynamics CRM 4.0
      1. BCM
      2. Version 1.0
      3. Version 1.2
      4. Version 3.0
      5. Current (4.0)
        1. Microsoft Dynamics CRM Online (previously CRM Live)
        2. On Premise
        3. Partner Hosted
      6. What Dynamics Means to Microsoft
      7. Summary
    9. 4. Requirements for CRM 4.0
      1. Server
      2. Database
        1. Reporting Services
      3. E-mail Router
      4. Other
      5. Client
        1. Microsoft CRM Client for Internet Explorer
        2. Microsoft CRM Office Client for Outlook
      6. Upgrading
      7. Licensing
        1. Upgrading
        2. External Connector Licensing
        3. Windows Users
      8. Summary
    10. 5. Setting Up CRM 4.0
      1. Single- Versus Multiple-Server Deployment
        1. Single-Server Deployment
        2. Multiple-Server Deployments
      2. Setup Process
        1. Microsoft Dynamics CRM Server Setup
        2. Additional Steps
          1. Microsoft Dynamics CRM Data Connector (for IFD Installations)
          2. Registration Wizard
          3. Deployment Manager
        3. Microsoft Dynamics CRM Clients
          1. Internet Explorer
          2. Outlook Client
            1. Installation
            2. Configuration
          3. Outlook Diagnostics
      3. Microsoft Dynamics CRM Online Setup
      4. Upgrading from Previous Versions
      5. Setting Up Your Business in Microsoft Dynamics CRM
      6. Summary
    11. 6. Data Migration and Conversion
      1. The Import Wizard Tool
        1. Data Management Interface
        2. Duplication Detection Settings
        3. Duplicate Detection Rules
        4. Duplicate Detection Jobs
        5. Bulk Record Deletion
        6. Data Maps
        7. Imports
        8. Importing Data
        9. Exporting and Importing Data Maps
          1. Exporting a Data Map
          2. Importing a Data Map
      2. The Data Migration Manager
        1. Installing the Data Migration Manager
          1. Using the Data Migration Manager
          2. Migrate Data
            1. Create a New Migration from an Existing Data Map
            2. Create a New, Blank Migration
            3. Create a New Migration Based on a Previous Migration
          3. Delete Migrated Data
          4. Manage Data Maps
          5. Delete
          6. Export
          7. Import
      3. Summary
    12. 7. Common Functions
      1. Actions
        1. Add Activity
        2. Add a Note
        3. Attach a File
        4. Add Additional Address
        5. Add to Marketing List
        6. Add Relationship
        7. Delete <Entity Name> (Account, Contact, etc.)
        8. Deactivate Record
        9. Mail Merge
          1. Track Activities for the Mail Merge
          2. Assign Activities
        10. Assign
        11. Sharing
        12. Copy Shortcut and Send Shortcut
      2. Activities
      3. History
      4. Notes
      5. Attachments
      6. Run Workflow
      7. Advanced Find
        1. Find and Saved Views Tabs
        2. The Toolbar Options
        3. Advanced Find Details
        4. Advanced Find Example
      8. Form Assistant
      9. Record Merge
      10. Send Direct E-mail
      11. Resource Center
      12. Summary
    13. 8. Working with Customers
      1. Accounts
        1. Details, Information
          1. General Tab
          2. Details Tab
          3. Administration Tab
          4. Notes Tab
      2. Contacts
        1. Details, Information
          1. General Tab
          2. Details Tab
          3. Administration Tab
          4. Notes Tab
        2. General Information for Either Accounts or Contacts
          1. Follow Up
          2. Reports
          3. Run Workflow
          4. Actions
        3. Details, More Addresses
          1. Details, Activities
          2. Details, History
          3. Details, Subaccounts/Subcontacts
          4. Details, Contacts
          5. Details, Relationships
          6. Details, Workflows
      3. Summary
    14. 9. Working with the Workplace
      1. Activities
        1. Task
        2. Fax
        3. Phone Call
        4. E-mail
        5. Letter
        6. Appointment
        7. Service Activity
        8. Campaign Response
      2. Calendar
      3. Imports
      4. Duplicate Detection
      5. Queues
      6. Articles
      7. Reports
      8. Announcements
      9. Exporting Data
      10. Personalize Workplace
        1. General (Both Web and Outlook Clients)
        2. Synchronization (Outlook Client Only)
      11. Summary
    15. 10. Working with Sales
      1. Leads
        1. Converting Leads
      2. Opportunities
        1. Closing Opportunities
      3. Competitors
      4. Products
      5. Quotes, Orders, and Invoices
        1. Quotes
          1. Draft Status
            1. General Tab
            2. Shipping Tab
            3. Addresses Tab
            4. Administration Tab
            5. Add Existing Products
            6. Add Write-In Products
            7. Delete the Quote
            8. Recalculate
            9. Look Up Address
            10. Get Products
            11. Activate Quote
            12. Print Quote for Customer
          2. Active Status
          3. Won/Closed Status
        2. Orders
        3. Invoices
        4. Extending Functionality
      6. Summary
    16. 11. 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
      3. Sales Literature
      4. Quick Campaigns
        1. Creating Quick Campaigns
        2. Status of Quick Campaigns
      5. Summary
    17. 12. Working with Service
      1. Service and Service Activities Explained
        1. Services
        2. Service Calendar
          1. Service Activity
            1. Managing Users’ Working Time
          2. Appointment
        3. Cases
          1. Follow Up
          2. Delete Case
          3. Resolve Case
          4. Cancel Case
          5. Reports
        4. Knowledge Base
          1. Subjects
          2. Submitting a KB Article
          3. Approving a KB Article
          4. Rejecting a KB Article
          5. Reports
          6. Knowledge Base Articles Security
        5. Contracts
      2. Summary
    18. 13. Reporting
      1. Reporting Defined
        1. Reports Filters
        2. Categories
        3. Administration
      2. Report Wizard
      3. Scheduled Reports
        1. On Demand
        2. On a Schedule
      4. Exporting
      5. Advanced Features
        1. Sharing Reports
        2. Exposing Reports to SRS
      6. Summary
    19. 14. Settings and Configuration
      1. Administration
        1. Announcements
        2. Business Units
          1. Users
          2. Business Units
          3. Teams
          4. Facilities/Equipment
          5. Resource Groups
        3. System Settings
          1. General
          2. Formats
          3. E-mail
          4. Marketing
          5. Customization
          6. Outlook
          7. Reporting
        4. Users
          1. Add a New User
            1. User Information
            2. Organizational Information
            3. E-mail Access Configuration
            4. Client Access License
            5. Addresses
            6. Teams
            7. Roles
            8. Workflows
            9. Services
            10. Resource Groups
          2. Adding Multiple Users
          3. Enable or Disable Users
          4. Manage User Roles
          5. Manage Quotas
          6. Change Business Units
          7. Change Managers
          8. Send Invitation (CRM Online Only)
          9. View Users
        5. Privacy Preferences
        6. Auto-Numbering
        7. Security Roles
          1. Details
          2. Core Records
          3. Marketing
          4. Sales
          5. Service
          6. Business Management
          7. Service Management
          8. Customization
          9. Custom Entities
        8. Teams
        9. Languages
        10. Product Updates (Partner Hosted or On Premise Only)
        11. Billing (CRM Online Only)
        12. Organization Notifications and Status (CRM Online Only)
      2. Business Management
        1. Fiscal Year Settings
        2. Facilities/Equipment
        3. Resource Groups
        4. Sales Territories
        5. Sites
        6. Currencies
        7. Business Closures
        8. Queues
        9. Salespeople with Quotas
        10. Services
        11. Subjects
        12. Relationship Roles
      3. Customization
      4. Templates
        1. Article Templates
        2. Contract Templates
        3. E-mail Templates
          1. Template Type
          2. Viewable By
          3. Language
        4. Mail Merge Templates
      5. Product Catalog
        1. Discount Lists
        2. Unit Groups
        3. Price Lists
        4. Products
          1. Product Information
          2. Substitutes
          3. Price List Items
          4. Kit Products
      6. Workflows
      7. Data Management
      8. System Jobs
      9. Summary
    20. 15. E-mail Configuration
      1. Configuring the E-mail Services
      2. The MS CRM E-mail Router Explained
        1. Configuring the CRM E-mail Router
          1. Configuration Profiles
            1. Creating the Outgoing Profile
            2. Creating the Incoming Profile
          2. Deployments
          3. User, Queues, and Forward Mailboxes
        2. Forward Mailboxes
      3. Rule Deployment Wizard
      4. Tracking Incoming E-mails
      5. Queues
      6. Summary
    21. 16. Configuration and Customization Tools
      1. .NET Framework
      2. Development Tools
      3. What CRM Is and What Can Be Customized
      4. Interacting with Microsoft Dynamics CRM
      5. Summary
    22. 17. Forms Authentication
      1. IFD Defined
      2. Forms Authentication
      3. Configuring IFD
        1. SSL Certificate
        2. DNS Server Configurations
        3. XML Setup Configuration File
      4. IFD Tool
      5. IFD Updates
        1. Switching Between http and https
        2. Changing the External Address Scope
      6. Working with IFD and Multiple Organizations
      7. Summary
    23. 18. Advanced Reporting
      1. Introduction to SRS
      2. Custom Reports
        1. When Are Custom Reports Recommended?
        2. Building Custom Reports with SRS
        3. Developing and Testing Reports in Visual Studio
        4. Filtered Views
        5. Deployment
        6. Reports Parameters
        7. Building Custom Reports with ASP.NET
        8. Deployment
      3. Summary
    24. 19. Customizing Entities
      1. Customizing Entities
        1. Customization Principles
      2. MS CRM Entity Model
        1. Attributes
        2. Relationships
          1. 1:N Relationships
          2. N:1 Relationships
          3. N:N Relationships
          4. Relationship Behavior
        3. Messages
      3. Basic Customizations
        1. Form Customizations
          1. Add, Remove, or Move Tabs
          2. Add, Remove, or Move Sections
          3. Add, Remove, or Move Fields
          4. Add, Remove, or Move IFRAMES
          5. Change Properties of a Tab, Section, Field, or IFRAME
          6. Change Form Properties
        2. View Customizations
        3. Publishing Customizations
      4. Menus and Controls Customizations
        1. Site Map
          1. Site Map Node
          2. Area Node
          3. Group Node
          4. Subarea Node
        2. ISV.Config
          1. IsvConfig Node
          2. Configuration Node
          3. Root Node
          4. Button Node
          5. Entities Node
          6. ServiceManagement Node
      5. JavaScript Events
        1. OnLoad
        2. OnSave
        3. OnChange
      6. Advanced Event-Handling Tips and Tricks
      7. Tips and Tricks When Working with Events
      8. Exporting and Importing Entity Customizations
        1. Exporting Customizations
        2. Importing Customizations
      9. Working with the SDK
      10. Summary
    25. 20. Workflow Development
      1. Workflow Basics
        1. Creating Workflows with Microsoft Dynamics CRM
          1. On Demand
          2. As a Child Workflow
          3. Stage
          4. Check Condition
        2. Workflow Activation
          1. Testing the Workflow
          2. Wait Condition
          3. Create Record
          4. Update Record
          5. Assign Record
          6. Send E-mail
          7. Start Child Workflow
          8. Change Status
          9. Stop Workflow
        3. Workflow Events
          1. Record is Created
          2. Record Status Changes
          3. Record Is Assigned
          4. Record Attributes Change
          5. Record Is Deleted
        4. Workflow Scope
        5. Exporting and Importing Workflows
          1. Export
          2. Import
      2. Duplicate Detection Rules
      3. Creating Workflows in Windows Workflow Foundation (WWF) with Visual Studio
        1. No-Code Workflow
          1. Configuration
          2. Development
          3. Deployment
        2. Custom Workflow Activities
      4. Summary
    26. 21. Plug-Ins
      1. Plug-Ins
        1. When Is It Recommended to Use a Plug-In?
        2. Modes
        3. Stages
        4. Deployment Types
        5. Plug-In Development
        6. Plug-In Deployment
          1. Plug-In Registration
          2. Plug-In Deregistration
        7. Plug-In Debugging
          1. Attaching the Debugger to the w3wp.exe Process
          2. Forcing the Add-In to Call the Debugger
        8. IPluginExecutionContext
          1. BusinessUnitId
          2. CallerOrigin
          3. CorrelationId
          4. CorrelationUpdatedTime
          5. Depth
          6. InputParameters
          7. InvocationSource
          8. IsExecutingInOfflineMode
          9. MessageName
          10. Mode
          11. OrganizationId
          12. OrganizationName
          13. OutputParameters
          14. ParentContext
          15. PostEntityImages
          16. PreEntityImages
          17. PrimaryEntityName
          18. SecondaryEntityName
          19. SharedVariables
          20. Stage
          21. UserId
          22. CreateCrmService
          23. CreateMetadataService
          24. Plug-In Developer Tool
        9. Plug-In Samples
      2. Summary
    27. 22. Web Services
      1. Web Services Fundamentals
        1. Discovery Web Service
        2. Main Data Web Service
        3. Create Method
        4. Retrieve Method
        5. RetrieveMultiple Method
        6. Delete Method
        7. Execute Method
        8. Fetch Method
        9. Update Method
      2. Metadata Web Service
        1. Execute Method
      3. Samples
        1. JavaScript
      4. Summary
    28. 23. ISV Customizations
      1. ISV Solutions
        1. General Development Considerations for ISVs
      2. Customizations for ISVs
        1. ISV.Config Considerations
        2. Custom Entity Considerations
        3. DynamicEntity
        4. Helper Classes
      3. Online Help Customizations
        1. Adding Context-Sensitive Help to the Customized Entity Lists and Forms
      4. Summary
    29. 24. Interacting with Custom Web Applications
      1. Enhanced MS CRM Functionality with Custom ASP.NET Apps
        1. Query String Parameters
      2. Sample IFRAME Customization
        1. Custom ASP.NET Web Application Development
        2. ASP.NET Web Application Deployment
        3. Contact Entity Customization
        4. Testing
        5. Improvements
          1. Adding CRM Styles
          2. Considerations for IFRAME in Offline Clients
          3. Improving the Save Behavior
      3. Summary
    30. 25. Migrating Data from Other Systems to Microsoft Dynamics CRM
      1. When to Work with the Microsoft Dynamics CRM Tools
        1. Data Migration Manager
        2. Import Data Wizard
        3. Manual
        4. Custom
        5. Tracing
      2. Considerations When Working with the Data
        1. Exporting the Data from the Source
        2. Data Cleanup
        3. Data Preparation
        4. Data Mapping
        5. Importing
        6. Testing and Validation
        7. Reimporting
        8. Custom
      3. Migration Options
      4. Third-Party Tools
        1. BizTalk
        2. Scribe
        3. Custom
      5. Summary
    31. 26. Third-Party Add-On Options
      1. Products for Microsoft Dynamics CRM
        1. Integration and Migration (Scribe Software)
          1. Scribe Workbench
          2. Scribe Console
          3. Scribe Integration Server
        2. Enhanced Functionality (c360)
        3. CRM Scanning (IntellaScan)
        4. SMS Add-On (withCRM)
        5. Field Service Management (Astea)
        6. Business Intelligence (Strategy Companion)
        7. Lotus Notes and GroupWise Integration (LinkPoint360)
        8. Filtered Lookups (Stunnware)
        9. Mobile Access for Windows (CWR Mobility)
        10. Mobile Access for BlackBerry (TenDigits)
      2. Companies That Provide CRM Solutions
        1. Tenrox
        2. SalesCentric
        3. GaleForce Solutions, Inc.
        4. Webfortis, LLC
      3. Other Resources
        1. CodePlex
        2. The Code Project
        3. MicrosoftDynamicsAddons.com
      4. Summary
    32. 27. Other Microsoft Dynamics Products
      1. Great Plains (GP)
      2. Navision (NAV)
      3. Solomon (SL)
      4. Axapta (AX)
      5. Others
      6. Licensing
      7. Summary
    33. Default Values for Status and Status Reason Attributes