Microsoft Dynamics CRM 4.0 Step by Step

by Steger, Jim; Snyder, Mike

Edition: 1st

ISBN13: 9780735625761

ISBN10: 073562576X

Format: Paperback

Pub. Date: 2008-09-10

Publisher(s): Microsoft Press

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Summary

Whether you're in sales, marketing, or customer servicequickly teach yourself how to get closer to your customers with Microsoft Dynamics CRM. With STEP BY STEP, you set the pacebuilding and practicing the skills you need, just when you need them! Create and manage accountsfor a 360 view of your customers and business Work with Microsoft Dynamics CRM directly from Microsoft Outlook Track customer activity; import and map data automatically Manage campaigns, leads, quotes, contracts, and orders Employ basic to advanced reporting capabilitiesYour all-in-one learning experience includes: Files for building skills and practicing the book's lessons Fully searchable eBook Sample chapters from related Microsoft Press books WINDOWS VISTA PRODUCT GUIDE eReferenceplus other resourceson CD

Author Biography

Mike Snyder is recognized as an industry-leading CRM expert. He is cofounder and principal of Sonoma Partners, a Chicago-based consulting firm that specializes in Microsoft CRM implementations. Microsoft twice awarded Sonoma Partners the Global Microsoft CRM Partner of the Year. Jim Steger has architected and led multiple award-winning Microsoft CRM deployments, including complex enterprise integration projects. He’s been developing solutions and writing code for Microsoft CRM since the version 1.0 beta. He acted as a technical reviewer for several of the Microsoft CRM certification exams. Jim is also a cofounder and principal of Sonoma Partners.

Foreword	p. ix
Introduction	p. xi
Acknowledgments	p. xiii
Information for Readers Running Windows XP	p. xv
Features and Conventions of This Book	p. xix
Using the Companion CD	p. xxi
Getting Help	p. xxvii
Overview
Introduction to Microsoft Dynamics CRM	p. 3
What Is Microsoft Dynamics CRM?	p. 5
Microsoft Dynamics CRM Deployment Options	p. 7
Integrating with Other Microsoft Products	p. 7
Logging On to Microsoft Dynamics CRM	p. 8
Logging On to Microsoft Dynamics CRM Online	p. 9
Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook	p. 10
Key Points	p. 12
Getting Around in Microsoft Dynamics CRM	p. 15
Understanding the Microsoft Dynamics CRM User Interface	p. 16
Using Views to Filter Data Records	p. 19
Sorting Records in a View	p. 20
Selecting and Refreshing Records in a View	p. 22
Bulk Editing Records in a View	p. 24
Using Quick Find to Search for Records in a View	p. 25
Using Lookups and Automatic Resolution	p. 27
Setting Personal Options	p. 29
Using the Resource Center	p. 32
Accessing Help in Microsoft Dynamics CRM	p. 33
Key Points	p. 33
Working with Accounts and Contacts	p. 35
Creating an Account	p. 37
Using Parent Accounts and Sub-Accounts	p. 39
Creating a Contact	p. 41
Sidebar: Why Is It Called Parent Customer?	p. 43
Creating Additional Relationships Between Accounts and Contacts	p. 45
Attaching Files to Accounts and Contacts	p. 47
Deactivating and Activating Records	p. 49
Sharing Accounts and Contacts with Other Users	p. 51
Assigning Accounts and Contacts to Other Users	p. 53
Merging Account or Contact Records	p. 55
Key Points	p. 57
Working with Activities and Notes	p. 59
Sidebar: Creating Activities by Using Microsoft Dynamics CRM Workflow	p. 60
Understanding Activity Types	p. 61
Understanding the Regarding Field	p. 63
Creating Follow-Up Activities	p. 67
Viewing Open and Completed Activities for a Record	p. 70
Creating a Note	p. 77
Managing Your Activities	p. 79
Sending Direct E-Mail Messages	p. 83
Key Points	p. 85
Microsoft Dynamics CRM for Outlook	p. 87
Using Microsoft Dynamics CRM for Outlook to Access Records	p. 89
Synchronizing Contacts, Tasks, and Appointments	p. 91
Creating and Tracking Contacts	p. 93
Creating and Tracking Tasks and Appointments	p. 96
Sending and Tracking E-Mail Messages in Microsoft Dynamics CRM for Outlook	p. 97
Deleting Records in Microsoft Dynamics CRM for Outlook	p. 101
Going Offline with Microsoft Dynamics CRM for Outlook	p. 104
Configuring a Local Data Group	p. 107
Key Points	p. 111
Sales
Working with Leads and Opportunities	p. 115
Understanding Leads and Opportunities	p. 116
Creating a Lead	p. 118
Qualifying a Lead	p. 120
Disqualifying a Lead	p. 121
Creating an Opportunity	p. 123
Using Opportunities to Forecast Potential Sales	p. 126
Closing an Opportunity	p. 130
Reopening an Opportunity	p. 132
Converting an E-Mail Activity to a Lead	p. 133
Key Points	p. 136
Working with Quotes	p. 139
Understanding Quotes, Orders, and Invoices	p. 140
Creating a Quote	p. 143
Adding Bill to and Ship to Addresses to a Quote	p. 145
Adding Products to a Quote	p. 149
Revising a Quote	p. 155
Creating an Order	p. 157
Key Points	p. 158
Marketing
Using Marketing Lists	p. 161
Creating a Marketing List	p. 162
Adding Members to a List by Using a Lookup	p. 165
Adding Members to a List by Using Advanced Find	p. 168
Removing Members from a List by Using Advanced Find	p. 171
Evaluating Members Included in a List by Using Advanced Find	p. 173
Removing Selected Members from a List	p. 175
Copying Members to Another Marketing List	p. 177
Creating Opportunities for List Members	p. 179
Using Mail Merge to Generate a Word Document That Includes List Member Information	p. 181
Key Points	p. 185
Managing Campaigns and Quick Campaigns	p. 187
Creating a Campaign	p. 189
Adding Planning Tasks	p. 191
Selecting Target Marketing Lists	p. 193
Adding Target Products and Sales Literature	p. 195
Relating Campaigns	p. 198
Creating Campaign Templates	p. 200
Copying Campaign Records	p. 200
Using Quick Campaigns	p. 201
Key Points	p. 207
Working with Campaign Activities and Responses	p. 209
Creating a Campaign Activity	p. 210
Associating a Marketing List to a Campaign Activity	p. 214
Distributing a Campaign Activity	p. 218
Recording a Campaign Response	p. 223
Promoting a Campaign Activity to a Campaign Response	p. 224
Converting a Campaign Response	p. 226
Viewing Campaign Results	p. 230
Viewing Specific Campaign Information	p. 231
Key Points	p. 234
Service
Tracking Service Requests	p. 237
Creating and Assigning a Service Request Case	p. 238
Managing Service Request Activities	p. 242
Resolving a Service Request Case	p. 245
Canceling and Reopening a Service Request Case	p. 247
Sidebar: Configuring the Subject Tree	p. 250
Key Points	p. 252
Using the Knowledge Base	p. 255
Creating and Submitting a Knowledge Base Article	p. 257
Publishing a Knowledge Base Article	p. 260
Searching for a Knowledge Base Article	p. 263
Removing an Article from the Knowledge Base	p. 266
Creating and Modifying Article Templates	p. 270
Key Points	p. 274
Working with Contracts and Queues	p. 277
Creating a Service Contract	p. 279
Activating and Renewing a Contract	p. 289
Working with Service Queues	p. 294
Key Points	p. 301
Data Management
Detecting Duplicate Records	p. 305
Creating Duplicate Detection Rules	p. 306
Sidebar: Duplicate Detection Rule Field Criteria	p. 311
Using the Duplicate Detection Wizard	p. 311
Viewing the Results of a Duplicate Detection Job	p. 315
Creating Advanced Duplicate Detection Rules	p. 319
Key Points	p. 321
Using Advanced Find	p. 323
Performing Advanced Find Queries	p. 324
Organizing and Formatting Advanced Find Results	p. 329
Creating and Sharing a Saved View	p. 334
Using Advanced Filter Criteria	p. 338
Using Bulk Edit and Bulk Assign from Advanced Find	p. 340
Key Points	p. 344
Using the Report Wizard	p. 347
Creating a Report with the Report Wizard	p. 350
Modifying a Report	p. 357
Sharing a Report	p. 361
Scheduling a Report	p. 364
Categorizing a Report	p. 369
Key Points	p. 373
Reporting with Microsoft Office Excel	p. 375
Exporting Static Data to Excel Worksheets	p. 377
Exporting Dynamic Data to Excel Worksheets	p. 381
Exporting Dynamic Data to Excel PivotTables	p. 386
Sidebar: Advanced PivotTables	p. 393
Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM	p. 394
Key Points	p. 397
Importing Data	p. 399
Mapping Data	p. 400
Using the Import Data Wizard	p. 408
Importing Data by Using Automatic Data Mapping	p. 412
Reviewing the Import Status	p. 414
Key Points	p. 421
Glossary	p. 423
Index	p. 427
About Sonoma Partners	p. 443
Table of Contents provided by Ingram. All Rights Reserved.

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