sams teach yourself microsoft dynamics crm 2011 in 24 hours

ptg7481383 www.it-ebooks.info ptg7481383 800 East 96th Street, Indianapolis, Indiana, 46240 USA Anne Stanton Sams Teach Yourself 24 in Hours Microsoft ® Dynamics CRM 2011 www.it-ebooks.info ptg7481383 Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours Copyright © 2012 by Pearson Education, Inc. All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the publisher. No patent liability is assumed with respect to the use of the information contained herein. Although every precaution has been taken in the preparation of this book, the publisher and author assume no responsibility for errors or omissions. Nor is any liability assumed for damages resulting from the use of the information contained herein. Editor-in-Chief Greg Wiegand Executive Editor Loretta Yates Development Editor Sharon Fields Managing Editor Kristy Hart Project Editor Betsy Harris Copy Editor Kitty Wilson Indexer Erika Millen Proofreader Kathy Ruiz Technical Editor John O’Donnell Publishing Coordinator Cindy Teeters Book Designer Gary Adair Senior Compositor Gloria Schurick The Library of Congress Cataloging-in-Publication data is on file. Printed in the United States of America First Printing January 2012 Trademarks All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Sams Publishing cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. Warning and Disclaimer Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied. The information provided is on an “as is” basis. The author and the publisher shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book. Bulk Sales Sams Publishing offers excellent discounts on this book when ordered in quantity for bulk pur- chases or special sales. For more information, please contact U.S. Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside of the U.S., please contact International Sales international@pearson.com ISBN-13: 978-0-672-33537-2 ISBN-10: 0-672-33537-9 www.it-ebooks.info ptg7481383 Contents at a Glance Introduction 1 Part I: Introduction to the Business Use of Microsoft Dynamics CRM HOUR 1 What Is Microsoft Dynamics CRM? 3 2 The Basic Vocabulary of CRM Functionality 29 3 Microsoft Dynamics CRM 2011: What’s New 43 4 Infrastructure Choices 61 Part II: The Structure of Microsoft Dynamics CRM HOUR 5 Security 77 6 Managing Leads 121 7 The Account Entity in More Detail 143 8 The Sales Funnel 161 9 Marketing Campaigns 179 Part III: Getting Started Using the Software HOUR 10 Entering Data as a Salesperson 205 11 Configuring Your Interaction with Microsoft Dynamics CRM 223 12 Contacts and Activity Capture 249 13 Sending E-mail from Microsoft Dynamics CRM 271 14 Microsoft Word Mail Merge 285 15 Outlook Integration 309 16 Workflows: Creating Simple Workflows 323 Part IV: The Support Department HOUR 17 Support Management 341 18 Contracts, Cases, and Capturing Time 355 19 Scheduling 377 www.it-ebooks.info ptg7481383 Part V: Reporting HOUR 20 Utilizing the Power of Microsoft Excel with CRM Data 395 21 Reporting and Query Basics 415 Part VI: Extending the Application HOUR 22 Integrating Microsoft Dynamics CRM 2011 into Other Applications 437 23 Microsoft Dynamics CRM Tools and Utilities 449 24 Microsoft Dynamics CRM as a Development Framework 465 Index 485 iv Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours www.it-ebooks.info ptg7481383 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 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 www.it-ebooks.info ptg7481383 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 vi Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours www.it-ebooks.info ptg7481383 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 Contents vii www.it-ebooks.info ptg7481383 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 viii Sams Teach Yourself Microsoft Dynamics CRM in 24 Hours www.it-ebooks.info ptg7481383 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: Extending 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 Contents ix www.it-ebooks.info [...]... users of Microsoft Dynamics CRM and Microsoft Dynamics CRM Online, Microsoft partners expanding into the Dynamics CRM space, and software developers and others interested in learning more about the product This book gets you started, but it could not possibly describe everything you’ll ever need to know about Microsoft Dynamics CRM! If you are already working with Microsoft Dynamics CRM, this book can... planning tasks and campaign activities associated with the use of that investment Marketing managers can also expand their use of Microsoft Dynamics CRM 2011 by working with one of the many independent software vendors that offer advanced marketing software for Microsoft Dynamics CRM 2011 Marketing Professionals Marketing professionals are often interested in slicing and dicing a wide variety of information... quickly with Microsoft Dynamics CRM: Part I, “Introduction to the Business Use of Microsoft Dynamics CRM Part II, “The Structure of Microsoft Dynamics CRM Part III, “Getting Started Using the Software” Part IV, “The Support Department” Part V, “Reporting” Part VI, “Extending the Application” Special Features This book includes the following special features: Lesson roadmaps—At the beginning of each... through Microsoft incorporating suggestions and ideas from a variety of sources Now that Microsoft Dynamics CRM has matured to version 2011 R5, the product is rich with functionality, backed by a powerful community, and built for an almost-unlimited list of business needs www.it-ebooks.info 2 Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours How This Book Is Organized This book is divided into six... applications running within a firm A CEO who appropriately leverages CRM technology can more easily implement her vision with Microsoft Dynamics CRM Microsoft Dynamics CRM software can help cutting-edge CEOs refine, change, and position a company and the processes within that company CRM represents a pool of wisdom for the CEO www.it-ebooks.info 13 14 HOUR 1: What Is Microsoft Dynamics CRM? Chief Financial... training, running drills, and practices can be designed, so must a sales manager gain insight into who needs training, mentoring, and support www.it-ebooks.info Department Roles: Different Perspectives With the right configuration Microsoft Dynamics CRM can capture skill sets, and it can also offer transparency into prospect interaction and completion of processes Instead of a sales manager having... enhancement and integration with other applications Bringing existing habits and tools to the next level can speed and increase adoption while also creating loyal users This is one reason why Microsoft Dynamics CRM functions through the e-mail client Microsoft Outlook and works closely with other www.it-ebooks.info Overview of CRM and the CRM Industry Microsoft applications, such as Microsoft Word, Microsoft. .. about encouraging www.it-ebooks.info 3 4 HOUR 1: What Is Microsoft Dynamics CRM? and supporting a business strategy that leverages this key information to support better communication and a more accurate offering to the right audience at the right time CRM as a way of thinking has been around since the first business opened, long before technological innovations of the 1980s allowed this business approach... Taking existing habits and tools and bringing them to the next level can speed and increase adoption while also creating loyal users This is one reason why Microsoft Dynamics CRM functions through the email client, Microsoft Outlook, and it works closely with other Microsoft applications, such as Microsoft Word, Microsoft Excel, and Microsoft Office SharePoint Service We have talked about the mindset... Making initial decisions about process when first installing Dynamics CRM is important, but considering change after use is just as critical Features don’t change, but user knowledge and mastery of these features does This knowledge motivates adoption of more functionality The key with process in the CRM space is continual learning by the teams involved and the leveraging of Microsoft Dynamics CRM s . ptg7481383 www.it-ebooks.info ptg7481383 800 East 96th Street, Indianapolis, Indiana, 4 6240 USA Anne Stanton Sams Teach Yourself 24 in Hours Microsoft ® Dynamics CRM 2011 www.it-ebooks.info ptg7481383 Sams Teach Yourself. Microsoft Dynamics CRM 2011 into Other Applications 437 23 Microsoft Dynamics CRM Tools and Utilities 449 24 Microsoft Dynamics CRM as a Development Framework 465 Index 485 iv Sams Teach Yourself Microsoft. Microsoft Dynamics CRM 2011 in 24 Hours www.it-ebooks.info ptg7481383 Table of Contents Introduction 1 Part I: Introduction to the Business Use of Microsoft Dynamics CRM HOUR 1: What Is Microsoft Dynamics