Get a practical introduction to Microsoft Dynamics CRM—now updated for Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM is a value-packed customer-relationship management (CRM) solution for small- and mid-market businesses. The latest version adds workflow management capabilities, and can be delivered as an on-demand service through Microsoft® Office Live. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other business applications—including Microsoft Office Outlook®, Microsoft Office InfoPath®, and Microsoft SharePoint® Products and Technologies—this is one of the only books written for both developers and those who implement business solutions. Authored by experienced practitioners, this book provides case studies, integration and performance guidelines, and toolsets—the information you need to help you create successful CRM solutions. This book also explains how to maintain Microsoft Dynamics CRM 4.0, making it of interest to IT professionals who support Microsoft Dynamics CRM 4.0 users. And power users will learn how to customize individual Microsoft Dynamics CRM 4.0 experiences. This book includes sample data and code samples on the Web.
Overview and Setup
Chapter 1 Microsoft Dynamics CRM 4.0 Overview
Life Without Customer Relationship Management
Introducing Microsoft Dynamics CRM
Core Concepts and Terminology
Summary
Chapter 2 Setup and Common Tasks
Microsoft Dynamics CRM for Outlook
E-Mail in Microsoft Dynamics CRM
Mail Merge
Data Management
Queues
Summary
Chapter 3 Managing Security and Information Access
Mapping Your Needs
Security Concepts
Managing Users
Security Roles and Business Units
Summary
Customization
Chapter 4 Entity Customization: Concepts and Attributes
Customization Concepts
Attributes
Summary
Chapter 5 Entity Customization: Forms and Views
Customizing Forms
Customizing Views
Customizing Activities
Summary
Chapter 6 Entity Customization: Relationships, Custom Entities, and Site Map
Understanding Entity Relationships
Creating Custom Relationships
Creating Custom Entities
Application Navigation
Summary
Chapter 7 Reporting and Analysis
Reporting and Analysis Tools
Entity Views and Advanced Find
Dynamic Excel Files
Accessing Reports with Microsoft Dynamics CRM
Creating Reports in Microsoft Dynamics CRM
Managing Reports with Microsoft Dynamics CRM
SQL Server Reporting Services
Filtered Views
SQL Server Reporting Services Reports
Tips
Summary
Chapter 8 Workflow
Workflow Basics
Workflow Templates
Workflow Properties
Workflow Step Editor
Dynamic Values in Workflow
Monitoring Workflow
Importing and Exporting Workflow
Workflow Examples
Summary
Extending Microsoft Dynamics CRM
Chapter 9 Microsoft Dynamics CRM 4.0 SDK
Overview
Accessing the APIs in Visual Studio 2008
CrmService Web Service
MetadataService Web Service
Discovery Web Service
Queries
Plug-ins
Workflow Assemblies
Development Environment Considerations
Coding and Testing Tips
Sample Code
Summary
Chapter 10 Form Scripting and Extensions
Form Scripting Overview
IFrames and Scripting
ASP.NET Application Development
ISV.config
Microsoft Dynamics CRM Client-Side Scripting Tips
Developing for Microsoft Dynamics CRM Live
Client-Side Scripting Code Examples
Summary
Appendix About Sonoma Partners
Appendix About the Authors
Mike Snyder
Jim Steger
Title:
Working with Microsoft Dynamics™ CRM 4.0, 2nd Edition
Mike Snyder and Jim Steger are cofounders and principals at Sonoma Partners, a consulting firm specializing in Microsoft Dynamics CRM implementations. Mike is recognized as one of the industry’s leading CRM experts and participates in the Microsoft Dynamics Partner Advisory Council. As a Microsoft Certified Professional, Jim architected and led multiple award-winning Microsoft Dynamics CRM deployments, including complex enterprise integration projects. Microsoft recognized Sonoma Partners as the Global Microsoft Dynamics CRM Partner of the Year both in 2003 and 2005.
