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Sams Teach Yourself Microsoft Dynamics CRM 4 in 24 Hours (Sams Teach Yourself...in 24 Hours (Paperback))

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Notă GoodReads:
en Limba Engleză Carte Paperback – October 2009
In just 24 sessions of one hour or less, you will be up and running with Dynamics CRM 4. Using a straightforward, step-by-step approach, this book offers a quick way for you to get started with Dynamics CRM by leveraging real business examples, practice exercises, and big picture theory. In addition to learning how to use the core application, you will develop a deeper understanding of how Dynamics CRM fits into today’s business needs.
 
Step-by-step instructions carefully walk you through the questions, issues, and tasks most common to Dynamics CRM.
Quizzes and Exercises at the end of each chapter help you build and test your knowledge.
By the Way notes present interesting pieces of information related to the discussion.
Did You Know? tips offer advice or show you easier ways to perform tasks.
Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.
 
Learn how to…
  • Orchestrate a successful CRM project
  • Identify building blocks of Dynamics CRM
  • Automate processes
  • Create and manage your business units and users
  • Use and maintain security roles
  • Redefine an account
  • Import new contacts and distribute leads
  • Create marketing campaigns and capture the results
  • Convert a lead to an account and contact
  • Configure your display
  • Capture contact and activity details
  • Email directly from Dynamics CRM
  • Master scheduling
  • Integrate Dynamics CRM with Microsoft Excel and other applications
  • Create simple workflows
  • Customize and add utilities
 
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Specificații

ISBN-13: 9780672330674
ISBN-10: 0672330679
Pagini: 459
Dimensiuni: 180 x 234 x 27 mm
Greutate: 0.73 kg
Ediția: 1
Editura: Sams
Seria Sams Teach Yourself...in 24 Hours (Paperback)

Locul publicării: Indianapolis, United States

Cuprins

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
 

Notă biografică

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.
 

Textul de pe ultima copertă

In just 24 sessions of one hour or less, you will be up and running with Dynamics CRM 4. Using a straightforward, step-by-step approach, this book offers a quick way for you to get started with Dynamics CRM by leveraging real business examples, practice exercises, and big picture theory. In addition to learning how to use the core application, you will develop a deeper understanding of how Dynamics CRM fits into today's business needs. Step-by-step instructions carefully walk you through the questions, issues, and tasks most common to Dynamics CRM. Quizzes and Exercises at the end of each chapter help you build and test your knowledge. By the Way notes present interesting pieces of information related to the discussion. Did You Know? tips offer advice or show you easier ways to perform tasks. Watch Out! cautions alert you to possible problems and give you advice on how to avoid them. Learn how to...
  • Orchestrate a successful CRM project
  • Identify building blocks of Dynamics CRM
  • Automate processes
  • Create and manage your business units and users
  • Use and maintain security roles
  • Redefine an account
  • Import new contacts and distribute leads
  • Create marketing campaigns and capture the results
  • Convert a lead to an account and contact
  • Configure your display
  • Capture contact and activity details
  • Email directly from Dynamics CRM
  • Master scheduling
  • Integrate Dynamics CRM with Microsoft Excel and other applications
  • Create simple workflows
  • Customize and add utilities