Introduction 1
Part I: Introduction to the Business Use of Microsoft Dynamics CRM
HOUR 1: What Is Microsoft Dynamics CRM? 3
Overview of CRM and the CRM Industry 3
Department Roles: Different Perspectives 13
Business Applications, Functions, and Fundamentals 17
A Closer Look at Business Processes 17
Capturing Processes 22
Summary: Key Points to Remember 24
HOUR 2: The Basic Vocabulary of CRM Functionality 29
Key Building Blocks 29
Core Entities 30
Other Selected Entities 33
Other Important Components 36
Other Components 38
HOUR 3: Microsoft Dynamics CRM 2011: What's New 43
The New User Interface, Dashboards, and Charts 43
Entity Architecture Areas of Change 47
Small yet Important Enhancements to Dynamics CRM 2011 49
Processes: Workflow and Dialogs 53
Special New Features for the Microsoft CRM Developer 55
HOUR 4: Infrastructure Choices 61
Application Placement: Choices and Implications 61
Tenant Architecture and Its Implications, Including Multitenant Options 64
Microsoft Dynamics CRM Infrastructure Components 65
Asynchronous Services and Microsoft Workflow Foundation 70
Diving into Development 71
Integration Options 72
Big Business Versus Small Business 72
Part II: The Structure of Microsoft Dynamics CRM
HOUR 5: Security 77
How It All Comes Together 81
Business Units 83
Users 85
Security Roles 95
Maintaining Security Roles 98
Sharing Records 105
Teams 109
Field Security 111
HOUR 6: Managing Leads 121
A Little History 121
What Data to Capture and the Import Process 125
Distributing Leads 132
A Deeper Look at Leads 133
From Lead to Account: Conversion 135
HOUR 7: The Account Entity in More Detail 143
Entering Data: The Account Form 143
Account Data 147
How the Account Entity Relates to a Few Other Entities 154
What the Account Entity Can Impact 155
How the Account Entity Can Be Redefined 156
HOUR 8: The Sales Funnel 161
Sales Styles and Choices 161
Automating the Sales Process with Workflow 167
Editing an Existing Workflow 175
HOUR 9: Marketing Campaigns 179
The Marketing Campaign 179
Creating and Tracking a Marketing Budget 195
Capturing the Results 196
Tracking the Steps, Activities, and Tasks 199
Part III: Getting Started Using the Software
HOUR 10: Entering Data as a Salesperson 205
A Month in the Life of a Salesperson 205
Capturing a Lead and Entering a Lead 206
Converting a Lead to an Account and Contact 211
Final Planning 218
HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM 223
Basic Configurations 223
Web Resources 235
Default Fields 236
HOUR 12: Contacts and Activity Capture 249
Capturing Contact Information 249
Related Contacts 257
Leveraging and Using Activities 260
HOUR 13: Sending E-mail from Microsoft Dynamics CRM 271
Capturing E-mail 271
Sending One Quick Message 272
Sending Multiple E-mail Messages 274
CAN-SPAM Act Compliance 281
The Microsoft Dynamics CRM Outlook Address Book 281
Configuring E-mail Based on Your Preferences 282
HOUR 14: Microsoft Word Mail Merge 285
Mail Merge Templates 285
Creating a Template Using an Existing Word Template 288
Managing Templates 290
Managing Data Fields 291
Enabling Macros in Microsoft Word 2010 or 2007 294
HOUR 15: Outlook Integration 309
Microsoft Dynamics CRM for Outlook Options 309
The Synchronizing Architecture 310
Synchronizing Data 311
Mobility 319
What to Watch Out For: Troubleshooting Microsoft Outlook 319
HOUR 16: Workflows: Creating Simple Workflows 323
What Is a Workflow? 323
Internal Alerts Based on Specific Criteria 329
Using a Workflow to Automate a Process 332
Part IV: The Support Department
HOUR 17: Support Management 341
Creating and Using Contracts 341
Maximizing Support Profitability and Effectiveness 346
Leveraging the Subject Line in a Case 348
Utilizing the Knowledge Base 349
HOUR 18: Contracts, Cases, and Capturing Time 355
Why Use Cases; What's in It for Me? 355
The Hierarchy of Contracts, Cases, and Time 356
Working with Cases and Activities 358
Proactive Versus Reactive Capturing of Time 365
Distributing Work: Users, Teams, and Queues 365
Adding a Workflow to Close a Case 371
HOUR 19: Scheduling 377
Scheduling in General 377
Getting Started with Scheduling 378
Viewing and Managing Scheduling Conflicts 382
Setting Up Scheduling 382
Part V: Reporting
HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data 395
Key Concepts and Caveats 395
Exporting the Right Data: Using Advanced Find 398
Exporting a Static Worksheet 403
Exporting a Dynamic Worksheet 405
Exporting Data for PivotTable Analysis 406
Adding Outside Data 408
Reusing and Sharing Your Spreadsheets 408
Using a Dashboard 409
Using Excel to Edit and Clean Up Records 409
HOUR 21: Reporting and Query Basics 415
Getting Started with Reports 415
Using Reports 416
Creating Your Own Reports with the Report Wizard 423
Sharing a Report with Other Users 428
Adding a File or Web Page as a Report 429
Creating Report Snapshots (On-Premises Only) 431
Tips for Keeping Reports Organized 432
Creating Custom Reports Without the Report Wizard 433
Part VI: Expanding the Application
HOUR 22: Integrating Microsoft Dynamics CRM 2011 into Other Applications 437
Bridge Software 437
Points of Connect 438
Integrating Microsoft Dynamics CRM with External Web Sources 439
Integrating Microsoft Dynamics CRM into Accounting Applications 440
Integration-Independent Software Vendors 441
Integration Risks 443
Data Migration 444
HOUR 23: Microsoft Dynamics CRM Tools and Utilities 449
Enhancing Contact Information 449
Business Intelligence in Microsoft Dynamics CRM 452
Enabling Microsoft Dynamics CRM for Mobile Devices 455
Database Tools and Utilities 458
Compliance and Auditing Tools 459
HOUR 24: Microsoft Dynamics CRM as a Development Framework 465
Options: What Can Be Changed? 465
When Microsoft Dynamics CRM Is a Good Fit 478
When the Core of Microsoft Dynamics CRM 2011 Might Need Additional Architecture and Design 480
Skills Required: Who Can Make the Changes 481
Index 485
