Whether you’re in sales, marketing, or customer service—quickly teach yourself how to get closer to your customers with Microsoft Dynamics CRM. With STEP BY STEP, you set the pace—building and practicing the skills you need, just when you need them!
Create and manage accounts—for a 360º 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 capabilities
Your 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 eReference—plus other resources—on CD
A Note Regarding the CD or DVD
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Overview
Chapter 1 Introduction to Microsoft Dynamics CRM
What Is Microsoft Dynamics CRM?
Microsoft Dynamics CRM Deployment Options
Integrating with Other Microsoft Products
Logging On to Microsoft Dynamics CRM
Logging On to Microsoft Dynamics CRM Online
Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook
Key Points
Chapter 2 Getting Around in Microsoft Dynamics CRM
Understanding the Microsoft Dynamics CRM User Interface
Using Views to Filter Data Records
Sorting Records in a View
Selecting and Refreshing Records in a View
Bulk Editing Records in a View
Using Quick Find to Search for Records in a View
Using Lookups and Automatic Resolution
Setting Personal Options
Using the Resource Center
Accessing Help in Microsoft Dynamics CRM
Key Points
Chapter 3 Working with Accounts and Contacts
Creating an Account
Using Parent Accounts and Sub-Accounts
Creating a Contact
Creating Additional Relationships Between Accounts and Contacts
Attaching Files to Accounts and Contacts
Deactivating and Activating Records
Sharing Accounts and Contacts with Other Users
Assigning Accounts and Contacts to Other Users
Merging Account or Contact Records
Key Points
Chapter 4 Working with Activities and Notes
Understanding Activity Types
Understanding the Regarding Field
Creating Follow-Up Activities
Viewing Open and Completed Activities for a Record
Creating a Note
Managing Your Activities
Sending Direct E-Mail Messages
Key Points
Chapter 5 Microsoft Dynamics CRM for Outlook
Using Microsoft Dynamics CRM for Outlook to Access Records
Synchronizing Contacts, Tasks, and Appointments
Creating and Tracking Contacts
Creating and Tracking Tasks and Appointments
Sending and Tracking E-Mail Messages in Microsoft Dynamics CRM for Outlook
Deleting Records in Microsoft Dynamics CRM for Outlook
Going Offline with Microsoft Dynamics CRM for Outlook
Configuring a Local Data Group
Key Points
Sales
Chapter 6 Working with Leads and Opportunities
Understanding Leads and Opportunities
Creating a Lead
Qualifying a Lead
Disqualifying a Lead
Creating an Opportunity
Using Opportunities to Forecast Potential Sales
Closing an Opportunity
Reopening an Opportunity
Converting an E-Mail Activity to a Lead
Key Points
Chapter 7 Working with Quotes
Understanding Quotes, Orders, and Invoices
Creating a Quote
Adding Bill to and Ship to Addresses to a Quote
Adding Products to a Quote
Revising a Quote
Creating an Order
Key Points
Marketing
Chapter 8 Using Marketing Lists
Creating a Marketing List
Adding Members to a List by Using a Lookup
Adding Members to a List by Using Advanced Find
Removing Members from a List by Using Advanced Find
Evaluating Members Included in a List by Using Advanced Find
Removing Selected Members from a List
Copying Members to Another Marketing List
Creating Opportunities for List Members
Using Mail Merge to Generate a Word Document That Includes List Member Information
Key Points
Chapter 9 Managing Campaigns and Quick Campaigns
Creating a Campaign
Adding Planning Tasks
Selecting Target Marketing Lists
Adding Target Products and Sales Literature
Relating Campaigns
Creating Campaign Templates
Copying Campaign Records
Using Quick Campaigns
Key Points
Chapter 10 Working with Campaign Activities and Responses
Creating a Campaign Activity
Associating a Marketing List to a Campaign Activity
Distributing a Campaign Activity
Recording a Campaign Response
Converting a Campaign Response
Viewing Campaign Results
Key Points
Service
Chapter 11 Tracking Service Requests
Creating and Assigning a Service Request Case
Managing Service Request Activities
Resolving a Service Request Case
Canceling and Reopening a Service Request Case
Key Points
Chapter 12 Using the Knowledge Base
Creating and Submitting a Knowledge Base Article
Publishing a Knowledge Base Article
Searching for a Knowledge Base Article
Removing an Article from the Knowledge Base
Creating and Modifying Article Templates
Key Points
Chapter 13 Working with Contracts and Queues
Creating a Service Contract
Activating and Renewing a Contract
Working with Service Queues
Key Points
Data Management
Chapter 14 Detecting Duplicate Records
Creating Duplicate Detection Rules
Using the Duplicate Detection Wizard
Viewing the Results of a Duplicate Detection Job
Creating Advanced Duplicate Detection Rules
Key Points
Chapter 15 Using Advanced Find
Performing Advanced Find Queries
Organizing and Formatting Advanced Find Results
Creating and Sharing a Saved View
Using Advanced Filter Criteria
Using Bulk Edit and Bulk Assign from Advanced Find
Key Points
Chapter 16 Using the Report Wizard
Creating a Report with the Report Wizard
Modifying a Report
Sharing a Report
Scheduling a Report
Categorizing a Report
Key Points
Chapter 17 Reporting with Microsoft Office Excel
Exporting Static Data to Excel Worksheets
Exporting Dynamic Data to Excel Worksheets
Exporting Dynamic Data to Excel PivotTables
Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM
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.
