You are previewing Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours.
O'Reilly logo
Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours

Book Description

In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!

Step-by-step instructions walk you through common tasks.

Quizzes and exercises at the end of each chapter test your knowledge.

By the Way notes present information related to the discussion.

Did You Know? tips offer advice or show you easier ways to perform tasks.

Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.

Learn how to...

  • Get a deep jump start on Dynamics CRM

  • Grasp what is new in Dynamics CRM 2011

  • Bring together all the elements of a successful CRM project

  • Understand Microsoft’s roadmap for Dynamics CRM and prepare for the future

  • Establish a strong foundation by making the right infrastructure and security choices

  • Use Dynamics CRM to manage sales, leads, customer accounts, and marketing

  • Efficiently manage your individual contacts and activities

  • Take full advantage of email, Word mail merge, Excel and Outlook integration

  • Integrate and automate the way you manage contracts, cases, tickets, schedules, and time

  • Gain actionable business insights with Dynamics CRM Dashboards and Charts

  • Add solutions from the MarketPlace that make Dynamics CRM even more valuable

  • Extend Dynamics CRM with programming customizations and unique features

Table of Contents

  1. Title Page
  2. Copyright Page
  3. Contents at a Glance
  4. Table of Contents
  5. About the Author
  6. Dedication
  7. Acknowledgments
  8. We Want to Hear from You!
  9. Reader Services
  10. Introduction
    1. Who Should Read This Book
    2. How This Book Is Organized
  11. Part I. Introduction to the Business Use of Microsoft Dynamics CRM
    1. Hour 1. What Is Microsoft Dynamics CRM?
      1. Overview of CRM and the CRM Industry
      2. Department Roles: Different Perspectives
      3. Business Applications, Functions, and Fundamentals
      4. A Closer Look at Business Processes
      5. Capturing Processes
      6. Summary: Key Points to Remember
      7. Workshop
      8. Q&A
      9. Quiz
      10. Answers
      11. Exercise
    2. Hour 2. The Basic Vocabulary of CRM Functionality
      1. Key Building Blocks
      2. Core Entities
      3. Other Selected Entities
      4. Other Important Components
      5. Other Components
      6. Summary
      7. Workshop
      8. Q&A
      9. Quiz
      10. Answers
      11. Exercise
    3. Hour 3. Microsoft Dynamics CRM 2011: What’s New
      1. The New User Interface, Dashboards, and Charts
      2. Entity Architecture Areas of Change
      3. Small yet Important Enhancements to Dynamics CRM 2011
      4. Processes: Workflow and Dialogs
      5. Special New Features for the Microsoft CRM Developer
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    4. Hour 4. Infrastructure Choices
      1. Application Placement: Choices and Implications
      2. Tenant Architecture and Its Implications, Including Multitenant Options
      3. Microsoft Dynamics CRM Infrastructure Components
      4. Asynchronous Services and Microsoft Workflow Foundation
      5. Diving into Development
      6. Integration Options
      7. Big Business Versus Small Business
      8. Workshop
      9. Q&A
      10. Quiz
      11. Answers
      12. Exercise
  12. Part II. The Structure of Microsoft Dynamics CRM
    1. Hour 5. Security
      1. How It All Comes Together
      2. Business Units
      3. Users
      4. Security Roles
      5. Maintaining Security Roles
      6. Sharing Records
      7. Teams
      8. Field Security
      9. Workshop
      10. Q&A
      11. Quiz
      12. Answers
      13. Exercise
      14. Scenario
      15. Possible Solution
    2. Hour 6. Managing Leads
      1. A Little History
      2. What Data to Capture and the Import Process
      3. Distributing Leads
      4. A Deeper Look at Leads
      5. From Lead to Account: Conversion
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    3. Hour 7. The Account Entity in More Detail
      1. Entering Data: The Account Form
      2. Account Data
      3. How the Account Entity Relates to a Few Other Entities
      4. What the Account Entity Can Impact
      5. How the Account Entity Can Be Redefined
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    4. Hour 8. The Sales Funnel
      1. Sales Styles and Choices
      2. Automating the Sales Process with Workflow
      3. Editing an Existing Workflow
      4. Workshop
      5. Q&A
      6. Quiz
      7. Answers
      8. Exercises
    5. Hour 9. Marketing Campaigns
      1. The Marketing Campaign
      2. Creating and Tracking a Marketing Budget
      3. Capturing the Results
      4. Tracking the Steps, Activities, and Tasks
      5. Summary
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
  13. Part III. Getting Started Using the Software
    1. Hour 10. Entering Data as a Salesperson
      1. A Month in the Life of a Salesperson
      2. Capturing a Lead and Entering a Lead
      3. Converting a Lead to an Account and Contact
      4. Final Planning
      5. Workshop
      6. Q&A
      7. Quiz
      8. Answers
      9. Exercise
    2. Hour 11. Configuring Your Interaction with Microsoft Dynamics CRM
      1. Basic Configurations
      2. Web Resources
      3. Default Fields
      4. Workshop
      5. Q&A
      6. Quiz
      7. Answers
      8. Exercise
    3. Hour 12. Contacts and Activity Capture
      1. Capturing Contact Information
      2. Related Contacts
      3. Leveraging and Using Activities
      4. Workshop
      5. Q&A
      6. Quiz
      7. Answers
      8. Exercise
    4. Hour 13. Sending E-mail from Microsoft Dynamics CRM
      1. Capturing E-mail
      2. Sending One Quick Message
      3. Sending Multiple E-mail Messages
      4. CAN-SPAM Act Compliance
      5. The Microsoft Dynamics CRM Outlook Address Book
      6. Configuring E-mail Based on Your Preferences
      7. Workshop
      8. Q&A
      9. Quiz
      10. Answers
      11. Exercise
    5. Hour 14. Microsoft Word Mail Merge
      1. Mail Merge Templates
      2. Creating a Template Using an Existing Word Template
      3. Managing Templates
      4. Managing Data Fields
      5. Enabling Macros in Microsoft Word 2010 or 2007
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    6. Hour 15. Outlook Integration
      1. Microsoft Dynamics CRM for Outlook Options
      2. The Synchronizing Architecture
      3. Synchronizing Data
      4. Mobility
      5. What to Watch Out For: Troubleshooting Microsoft Outlook
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    7. Hour 16. Workflows: Creating Simple Workflows
      1. What Is a Workflow?
      2. Internal Alerts Based on Specific Criteria
      3. Using a Workflow to Automate a Process
      4. Workshop
      5. Q&A
      6. Quiz
      7. Answers
      8. Exercise
  14. Part IV. The Support Department
    1. Hour 17. Support Management
      1. Creating and Using Contracts
      2. Maximizing Support Profitability and Effectiveness
      3. Leveraging the Subject Line in a Case
      4. Utilizing the Knowledge Base
      5. Workshop
      6. Q&A
      7. Quiz
      8. Answers
      9. Exercise
    2. Hour 18. Contracts, Cases, and Capturing Time
      1. Why Use Cases; What’s in It for Me?
      2. The Hierarchy of Contracts, Cases, and Time
      3. Working with Cases and Activities
      4. Proactive Versus Reactive Capturing of Time
      5. Distributing Work: Users, Teams, and Queues
      6. Adding a Workflow to Close a Case
      7. Workshop
      8. Q&A
      9. Quiz
      10. Answers
      11. Exercise
    3. Hour 19. Scheduling
      1. Scheduling in General
      2. Getting Started with Scheduling
      3. Viewing and Managing Scheduling Conflicts
      4. Setting Up Scheduling
      5. Workshop
      6. Q&A
      7. Quiz
      8. Answers
      9. Exercise
  15. Part V. Reporting
    1. Hour 20. Utilizing the Power of Microsoft Excel with CRM Data
      1. Key Concepts and Caveats
      2. Exporting the Right Data: Using Advanced Find
      3. Exporting a Static Worksheet
      4. Exporting a Dynamic Worksheet
      5. Exporting Data for PivotTable Analysis
      6. Adding Outside Data
      7. Reusing and Sharing Your Spreadsheets
      8. Using a Dashboard
      9. Using Excel to Edit and Clean Up Records
      10. Workshop
      11. Q&A
      12. Quiz
      13. Answers
      14. Exercise
    2. Hour 21. Reporting and Query Basics
      1. Getting Started with Reports
      2. Using Reports
      3. Creating Your Own Reports with the Report Wizard
      4. Sharing a Report with Other Users
      5. Adding a File or Web Page as a Report
      6. Creating Report Snapshots (On-Premises Only)
      7. Tips for Keeping Reports Organized
      8. Creating Custom Reports Without the Report Wizard
      9. Workshop
      10. Q&A
      11. Quiz
      12. Answers
      13. Exercise
  16. Part VI. Extending the Application
    1. Hour 22. Integrating Microsoft Dynamics CRM 2011 into Other Applications
      1. Bridge Software
      2. Points of Connect
      3. Integrating Microsoft Dynamics CRM with External Web Sources
      4. Integrating Microsoft Dynamics CRM into Accounting Applications
      5. Integration-Independent Software Vendors
      6. Integration Risks
      7. Data Migration
      8. Workshop
      9. Q&A
      10. Quiz
      11. Answers
      12. Exercise
    2. Hour 23. Microsoft Dynamics CRM Tools and Utilities
      1. Enhancing Contact Information
      2. Business Intelligence in Microsoft Dynamics CRM
      3. Enabling Microsoft Dynamics CRM for Mobile Devices
      4. Database Tools and Utilities
      5. Compliance and Auditing Tools
      6. Workshop
      7. Q&A
      8. Quiz
      9. Answers
      10. Exercise
    3. Hour 24. Microsoft Dynamics CRM as a Development Framework
      1. Options: What Can Be Changed?
      2. When Microsoft Dynamics CRM Is a Good Fit
      3. When the Core of Microsoft Dynamics CRM 2011 Might Need Additional Architecture and Design
      4. Skills Required: Who Can Make the Changes
      5. Workshop
      6. Q&A
      7. Quiz
      8. Answers
      9. Exercise
  17. Index