Microsoft Dynamics® CRM 2011 Step by Step by Snyder, Mike -- Read -- Imperial Library of Trantor

Index

Microsoft Dynamics® CRM 2011 Step by Step

A Note Regarding Supplemental Files Acknowledgments

Mike Snyder’s Acknowledgments Jim Steger’s Acknowledgments Brendan Landers’ Acknowledgments

Introduction

A Word About Sandbox Environments About the Examples in This Book Looking Forward

Features and Conventions of This Book How to Access Your Online Edition Hosted by Safari

How to Download the Online Edition to Your Computer

Using the Practice Files Book Support

Errata We Want to Hear from You Stay in Touch Getting Help with Microsoft Dynamics CRM 2011 More Information

1. Overview

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 Online Logging On to Microsoft Dynamics CRM Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook Logging On to Microsoft Dynamics CRM via Mobile Express Key Points

2. Getting Around in Microsoft Dynamics CRM

Understanding the Microsoft Dynamics CRM User Interface Using Views to Work with Data Records Sorting Records in a View Selecting and Refreshing Records in a View Editing Multiple Records in a View Using Quick Find to Search for Records in a View Setting a Default Personal View Accessing Recently Visited Records and Views Using Lookups and Automatic Resolution Setting Personal Options Using the Resource Center Accessing Help in Microsoft Dynamics CRM Key Points

3. Working with Accounts and Contacts

Creating an Account Using Parent Accounts and Sub-Accounts Creating a Contact 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

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 Email Messages Key Points

5. Using Microsoft Dynamics CRM for Outlook

Accessing CRM Records Within Microsoft Dynamics CRM for Outlook Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook Synchronizing Contacts, Tasks, and Appointments Creating and Tracking Contacts Using the Add Contacts Wizard Creating and Tracking Tasks and Appointments Sending and Tracking Email Messages in Microsoft Dynamics CRM for Outlook Deleting Records in Microsoft Dynamics CRM for Outlook Going Offline with Microsoft Dynamics CRM for Outlook Configuring Synchronization Filters Key Points

2. Sales and Marketing

6. Working with Leads and Opportunities

Understanding Leads and Opportunities Creating a Lead and Tracking Lead Sources Qualifying a Lead Disqualifying a Lead Creating an Opportunity Using Opportunities to Forecast Potential Sales Closing an Opportunity Reopening an Opportunity Converting an Email Activity to a Lead Key Points

7. Using Marketing Lists

Creating a Static 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 Creating a Dynamic Marketing List Copying Members to Another Marketing List Creating Opportunities from List Members Using Mail Merge to Generate a Word Document That Includes List Member Information Key Points

8. Managing Campaigns and Quick Campaigns

Creating a Campaign Adding Planning Activities Selecting Target Marketing Lists Adding Target Products and Sales Literature Relating Campaigns Creating Campaign Templates Copying Campaign Records Using Quick Campaigns Key Points

9. 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

Promoting a Campaign Activity to a Campaign Response

Converting a Campaign Response Viewing Campaign Results

Viewing Specific Campaign Information

Key Points

3. Service

10. 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

11. 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 Article Templates Key Points

12. Working with Contracts and Queues

Creating a Service Contract Activating and Renewing a Contract Working with Service Queues Key Points

4. Reporting and Analysis

13. Working with Filters and Charts

Applying Filters to Your Data and Saving Filtered Views Setting Additional Filters on a Saved View Using Charts to Analyze Microsoft Dynamics CRM Data Creating a New Chart Sharing a Chart Key Points

14. Using Dashboards

Using Built-in Dashboards Creating Additional Dashboards Editing Dashboards Setting a Default Dashboard Sharing a Dashboard Key Points

15. 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

16. Using Advanced Find

Performing Advanced Find Queries Organizing and Formatting Advanced Find Results Creating and Sharing a Saved View Using Advanced Filter Criteria Using Edit Multiple Records and Assign Multiple Records from Advanced Find Key Points

17. Reporting with 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 Key Points

5. Data Management

18. Bulk Data Importing

Using the Import Data Wizard Importing Data with Automatic Data Mapping Reviewing the Import Status Updating Data by Using Data Enrichment Key Points

Glossary A. About Sonoma Partners

Mike Snyder Jim Steger Brendan Landers

Index About the Authors

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