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Author:   Anne Stanton
Publisher:   Pearson Education (US)
Imprint:   Sams Publishing
Dimensions:   Width: 17.70cm , Height: 2.40cm , Length: 22.80cm
Weight:   0.736kg
ISBN:  

9780672330674

ISBN 10:   0672330679
Pages:   480
Publication Date:   05 November 2009
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Out of Print
Availability:   Awaiting stock  

Table of Contents

Introduction 1 Part I: Introduction to the Business Use of Microsoft Dynamics CRM HOUR 1: What Is Microsoft Dynamics CRM? 3     Overview of the CRM Industry..............................................................................3     CRM Software Is Multidimensional ......................................................................4     Successful CRM Projects ........................................................................................8     Department Roles: Different Perspectives ..........................................................10     Executive Summary: Key Points to Remember ..................................................14     Workshop ............................................................................................................15     Q&A ....................................................................................................................16     Quiz......................................................................................................................16     Answers ................................................................................................................17     Exercise ................................................................................................................17 HOUR 2: The Basics: The CRM Functionality Vocabulary 19     Key Building Blocks of Microsoft Dynamics CRM ..............................................19     Record Types ........................................................................................................27     Workshop ............................................................................................................28     Q&A ....................................................................................................................28     Quiz......................................................................................................................29     Answers ................................................................................................................29     Exercise ................................................................................................................29 HOUR 3: The Business Roadmap 31     Fundamentals ......................................................................................................31     Deeper Look at Business Process ........................................................................32     Capturing Processes ............................................................................................36     Workshop ............................................................................................................39     Q&A ....................................................................................................................39     Quiz......................................................................................................................40     Answers ................................................................................................................40     Exercise ................................................................................................................41 HOUR 4: Infrastructure Choices 43     The Cloud, the Data, the Software......................................................................43     How It All Works Together ..................................................................................46     Microsoft Dynamics CRM Infrastructure Components ......................................46     Asynchronous Services and Microsoft Workflow Foundation ............................51     Diving into Development ....................................................................................52     Integration Options ............................................................................................52     Big Business Versus Small Business ....................................................................52     Workshop ............................................................................................................53     Q&A ....................................................................................................................54     Quiz......................................................................................................................55     Answers ................................................................................................................55     Exercise ................................................................................................................55 Part II: The Structure of Microsoft Dynamics CRM HOUR 5: Security 57     How It All Comes Together..................................................................................61     Business Units ......................................................................................................63     Users ....................................................................................................................64     Security Roles ......................................................................................................74     Maintaining Security Roles..................................................................................78     Sharing Records ..................................................................................................84     Teams ..................................................................................................................87     Workshop ............................................................................................................90     Q&A ....................................................................................................................90     Quiz......................................................................................................................92     Answers ................................................................................................................92     Exercise ................................................................................................................93     Scenario................................................................................................................93     Possible Solution ..................................................................................................93 HOUR 6: Managing Leads 95     A Little History ....................................................................................................95     Importing New Leads ..........................................................................................96     What Data to Capture and the Import Process..................................................97     Distributing Leads..............................................................................................106     A Deeper Look at a Lead ..................................................................................106     From Lead to Account: Convert ........................................................................109     Workshop ..........................................................................................................112     Q&A ..................................................................................................................113     Quiz....................................................................................................................113     Answers ..............................................................................................................114     Exercise ..............................................................................................................114 HOUR 7: The Account in More Detail 115     Account Form ....................................................................................................115     Account Data ....................................................................................................119     How the Account Relates to a Few Other Entities (Record Types)....................125     What the Account Can Impact ........................................................................127     How the Account Can Be Redefined ................................................................127     Workshop ..........................................................................................................128     Q&A ..................................................................................................................130     Quiz....................................................................................................................130     Answers ..............................................................................................................131     Exercise ..............................................................................................................131 HOUR 8: The Sales Funnel 133     Sales Styles and Choices ....................................................................................133     Automating the Sales Process with Workflow ..................................................139     Editing an Existing Workflow ............................................................................147     Workshop ..........................................................................................................148     Q&A ..................................................................................................................149     Quiz....................................................................................................................149     Answers ..............................................................................................................150     Exercise ..............................................................................................................150 HOUR 9: Marketing Campaigns 151     The Campaign ..................................................................................................151     Creating and Tracking a Marketing Budget ....................................................167     Capturing the Results ........................................................................................168     Tracking the Steps, Activities, and Tasks ..........................................................172     Summary............................................................................................................173     Workshop ..........................................................................................................173     Q&A ..................................................................................................................174     Quiz....................................................................................................................175     Answers ..............................................................................................................175     Exercise ..............................................................................................................176 Part III: Getting Started Using the Software HOUR 10: Entering Data as a Salesperson 177     A Month in the Life of a Salesperson................................................................177     Capturing a Lead, Entering a Lead ..................................................................178     Converting a Lead to an Account and Contact................................................182     Final Planning ..................................................................................................190     Workshop ..........................................................................................................192     Q&A ..................................................................................................................192     Quiz....................................................................................................................193     Answers ..............................................................................................................193     Exercise ..............................................................................................................193 HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM 195     Basic Configurations..........................................................................................195     Default Attributes ..............................................................................................211     Workshop ..........................................................................................................219     Q&A ..................................................................................................................220     Quiz....................................................................................................................220     Answers ..............................................................................................................221     Exercise ..............................................................................................................221 HOUR 12: Contacts and Activity Capture 223     Capturing Contact Information........................................................................223     Related Contacts: Tracking Relationships ........................................................232     Activities ............................................................................................................234     Workshop ..........................................................................................................241     Q&A ..................................................................................................................242     Quiz....................................................................................................................242     Answers ..............................................................................................................243     Exercise ..............................................................................................................243 HOUR 13: Emailing from Microsoft Dynamics CRM 245     Capturing Email ................................................................................................245     One Quick Message ..........................................................................................246     Doing a Blast of Emails ....................................................................................248     Canned Spam Act Compliance ........................................................................255     Microsoft Dynamics CRM Outlook Address Book ............................................255     Configuring Email Based on Your Preferences..................................................255     Workshop ..........................................................................................................256     Q&A ..................................................................................................................257     Quiz....................................................................................................................257     Answers ..............................................................................................................258     Exercise ..............................................................................................................258 HOUR 14: Word Mail Merge 259     Mail Merge Templates ......................................................................................259     Creating a Template Using an Existing Word Template ..................................262     Managing Templates ........................................................................................264     Managing Data Fields ......................................................................................266     Enabling Macros Within Microsoft Word 2007 ................................................268     Workshop ..........................................................................................................280     Q&A ..................................................................................................................280     Quiz....................................................................................................................281     Answers ..............................................................................................................281     Exercise ..............................................................................................................281 HOUR 15: Outlook Integration 283     Microsoft Dynamics CRM for Outlook Options ................................................283     The Synchronizing Architecture ........................................................................284     Synchronizing Data ..........................................................................................285     Mobility ..............................................................................................................293     What to Watch Out For: Troubleshooting Microsoft Outlook ..........................294     Workshop ..........................................................................................................295     Q&A ..................................................................................................................296     Quiz....................................................................................................................296     Answers ..............................................................................................................297     Exercise ..............................................................................................................297 HOUR 16: Workflow: Creating Simple Workflows 299     What Is Workflow? ............................................................................................299     Internal Alerts Based on Specific Criteria ........................................................304     Using Workflow to Automate ............................................................................307     Workshop ..........................................................................................................314     Q&A ..................................................................................................................315     Quiz....................................................................................................................315     Answers ..............................................................................................................315     Exercise ..............................................................................................................316 Part IV: The Support Department HOUR 17: Support Management 317     Contracts ............................................................................................................317     Maximizing Support Profitability and Effectiveness ........................................322     The Subject ........................................................................................................324     Utilizing the Knowledge Base ............................................................................325     Workshop ..........................................................................................................328     Q&A ..................................................................................................................329     Quiz....................................................................................................................329     Answers ..............................................................................................................330     Exercise ..............................................................................................................330 HOUR 18: Contracts, Cases, Tickets, and Capturing Time 331     The Hierarchy of Contracts, Cases, and Time ..................................................331     How Cases Are Used ..........................................................................................337     Proactive Versus Reactive ..................................................................................338     Adding Workflow to Close a Case ....................................................................339     Queues................................................................................................................341     Workshop ..........................................................................................................344     Q&A ..................................................................................................................344     Quiz....................................................................................................................345     Answers ..............................................................................................................346     Exercise ..............................................................................................................346 HOUR 19: Scheduling 347     Scheduling in General ......................................................................................347     Getting Started with Scheduling........................................................................347     Viewing and Managing Schedule Conflicts ......................................................351     Setting Up Scheduling........................................................................................352     Workshop ..........................................................................................................362     Q&A ..................................................................................................................362     Quiz....................................................................................................................363     Answers ..............................................................................................................363     Exercise ..............................................................................................................363 Part V: Reporting HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data 365     Key Concepts and Caveats ................................................................................365     Exporting the Right Data: Using Advanced Find ............................................367     Exporting a Static Worksheet ............................................................................372     Exporting a Dynamic Worksheet ......................................................................374     Exporting Data for PivotTable Analysis............................................................375     Adding Outside Data ........................................................................................377     Reusing and Sharing Your Spreadsheets ..........................................................377     Using a Dashboard ............................................................................................378     Workshop ..........................................................................................................378     Q&A ..................................................................................................................379     Quiz....................................................................................................................380     Answers ..............................................................................................................380     Exercise ..............................................................................................................380 HOUR 21: Reporting 381     Running Reports ................................................................................................382     Creating Your Own Report with the Report Wizard ........................................389     Share a Report with Other Users ......................................................................394     Add a File or Web Page as a Report..................................................................395     Create Report Snapshots (On-Premise Only) ....................................................397     Tips for Keeping Reports Organized..................................................................397     Custom Reports That Don’t Use the Report Wizard ........................................398     Workshop ..........................................................................................................399     Q&A ..................................................................................................................400     Quiz....................................................................................................................401     Answers ..............................................................................................................401     Exercise ..............................................................................................................402 Part VI: Expanding the Application HOUR 22: Integration to the Other Applications 403     Bridge Software ..................................................................................................403     Points of Connect ..............................................................................................404     Integration to External Web Sources ................................................................405     Integration to Accounting Applications ..........................................................405     Some of the “Integration” Independent Software Vendors ..............................407     Data Migration ..................................................................................................408     Data Import/Data Migration Tools from Microsoft..........................................410     Workshop ..........................................................................................................411     Q&A ..................................................................................................................411     Quiz....................................................................................................................412     Answers ..............................................................................................................412     Exercise ..............................................................................................................412 HOUR 23: Microsoft Dynamics CRM Utilities You Can Add 413     Enhancing Contact Information ......................................................................413     Business Intelligence in Microsoft Dynamics CRM ..........................................415     Enabling Microsoft Dynamics CRM for Mobile Devices ..................................419     Database Tools and Utilities..............................................................................422     Compliance and Auditing Tools........................................................................425     Workshop ..........................................................................................................426     Q&A ..................................................................................................................427     Quiz....................................................................................................................427     Answers ..............................................................................................................428     Exercise ..............................................................................................................428 HOUR 24: Microsoft Dynamics CRM as a Development Framework 429     Options: What Can Be Changed? ....................................................................429     When Microsoft Dynamics CRM Is a Good Fit ................................................438     When the Core of Microsoft Dynamics CRM v4 Might Need Additional     Architecture and Design....................................................................................440     Skills Required: Who Can Make the Changes ..................................................441     Workshop ..........................................................................................................442     Q&A ..................................................................................................................442     Quiz....................................................................................................................443     Answers ..............................................................................................................443     Exercise ..............................................................................................................444 TOC, 10/1/09, 9780672330674  

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Anne Stanton, Certified Microsoft Dynamics CRM professional and CRM MVP alumni, has been working with line-of-business software for professional service companies for more than 20 years. A passionate technologist with a degree in computer science and a master’s degree in business administration. She has held such positions as Vice President of Commercial Logic, Inc.; Director of Microsoft Dynamics CRM Practice at The Rand Group, LLC; and President and Owner of The Norwich Group. Anne has also been a national speaker for such events as Microsoft Convergence, SMB Nation, Information Technology Alliance, and the Association of Accounting Marketers.  

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