book

Microsoft® Dynamics CRM 2011 Administration Bible

Name: Microsoft® Dynamics CRM 2011 Administration Bible
ISBN: 9780470568149

by Matthew Wittemann, Geoff Ables

March 2011

Intermediate to advanced

815 pages

20h 36m

English

Wiley

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Copyright
About the Authors
Credits
Foreword
Acknowledgments
Introduction
I. Laying a Solid Foundation
1. Familiarizing Yourself with CRM
1.1. Managing Customers with CRM1.1.1. Understanding complex customer relationships1.1.2. Understanding where CRM ends and ERP begins1.2. Getting Acquainted with CRM: Concepts and Terminology1.2.1. Understanding basic terminology1.2.1.1. Users1.2.1.2. Accounts and contacts1.2.1.3. Customers1.2.1.4. Activities and history1.2.2. Understanding sales terminology1.2.2.1. Leads1.2.2.2. Opportunities1.2.3. Understanding service and call center terminology1.2.3.1. Cases1.2.3.2. Knowledge Base1.2.4. Understanding marketing terminology1.2.4.1. Campaigns1.2.4.2. Marketing lists1.2.4.3. Sales literature1.3. Understanding What Makes Microsoft Dynamics CRM Unique1.3.1. Using CRM with Microsoft Office1.3.1.1. Microsoft Outlook1.3.1.2. Microsoft Excel1.3.1.3. Microsoft Word1.3.1.4. Other Microsoft product integration1.3.2. Customizing Dynamics CRM1.3.3. Supporting Dynamics CRM1.3.3.1. Dynamics CRM administration1.3.3.2. Dynamics CRM server management1.3.4. Scaling CRM to different organizations1.3.5. Choosing how to use CRM1.3.5.1. User choice1.3.5.2. Hosting choice1.3.6. Leveraging the Microsoft connection1.4. XRM: Extending CRM1.4.1. Understanding why Dynamics CRM is a good choice for development1.4.1.1. Development foundation1.4.1.2. Customer centricity1.4.1.3. Business agility1.4.2. Empower developers to develop1.4.2.1. The Microsoft ecosystem1.4.3. Dynamics CRM, SharePoint, SQL Server, and .NET as a development framework1.4.3.1. SharePoint and Dynamics CRM1.4.3.2. SQL Server and Visual Studio1.4.4. Cloud computing with Dynamics CRM1.4.5. Developing business applications with the Dynamics CRM framework1.4.5.1. Plan1.4.5.2. Pilot1.4.5.3. Production1.4.5.4. Perfection1.5. Planning a Successful CRM Project1.5.1. Implementing CRM: A sample methodology1.5.1.1. 1: Select the team1.5.1.2. 2: Develop a plan1.5.1.2.1. Planning workshops1.5.1.2.2. The project blueprint1.5.1.3. 3: Implement1.5.1.4. 4: Validate1.5.1.5. 5: Manage Change1.5.2. Avoiding common mistakes1.6. Summary
2. Taking a Tour of Dynamics CRM
2.1. Looking at What's New in Microsoft Dynamics CRM 20112.1.1. 64-bit only architecture2.1.2. Sandbox service2.1.3. Enhanced pipeline framework2.1.4. Solutions and publishers2.1.5. Web resources2.1.6. Option sets2.1.7. Cutting-edge development platform2.2. Changes to the User Experience2.2.1. Wider international availability of Dynamics CRM Online2.2.2. Getting Started panes2.2.3. Charts2.2.4. Dashboards2.2.5. Enhanced data management tools2.2.6. Ribbon menus2.2.7. Navigational improvements2.2.8. Filterable columns in views2.2.9. Role-based forms2.2.10. Form customization and layout2.2.11. Team ownership of records2.2.12. Field-level security2.2.13. Field changes2.2.14. Recurring appointments2.2.15. Custom activities2.2.16. Dialogs2.2.17. Auditing2.2.18. SharePoint integration2.2.19. Connections2.2.20. Outlook integration2.2.21. Changes to queues2.3. Choosing a Deployment Option2.3.1. Understanding the differences among online, on-premise, and partner-hosted options2.3.1.1. Microsoft Dynamics CRM Online2.3.1.2. On-premises2.3.1.3. Partner-hosted2.3.2. Deciding which deployment option is right for your organization2.3.2.1. Cost2.3.2.2. Long-term strategy2.3.2.3. Company culture and skillsets2.3.2.4. Business requirements2.3.2.5. Integration plans2.3.2.6. The appeal of on-demand software2.4. System Requirements2.5. Accessing CRM2.5.1. Internet Explorer2.5.1.1. Dynamics CRM Online2.5.1.2. On-Premises2.5.1.3. Internet Facing Deployment2.5.2. Appreciating the power of Outlook integration2.5.2.1. The Outlook interface2.5.3. Going mobile2.6. Summary
II. Installing Dynamics CRM

3. Architecting Your CRM System
3.1. Planning Your Installation Strategy3.1.1. Considering your goals for Dynamics CRM3.1.2. Other important considerations3.2. Breaking Out Server Roles3.2.1. Understanding server roles and role groups3.2.1.1. Front End Server3.2.1.2. Back End Server3.2.1.3. Deployment Administration Server3.2.1.4. Other server roles3.2.2. Server configurations3.2.2.1. Single-server deployment3.2.2.2. Small Business Server3.2.2.3. Multiple server deployment3.2.2.3.1. Setting up a Web farm with network load balancing (NLB)3.2.2.3.2. Deploying Dynamics CRM to a SQL Cluster3.3. Installing the Dynamics CRM Server3.3.1. Installing with installation media versus command line installs3.3.2. Running the setup3.3.3. Completing the installation3.3.3.1. Installing the SRS Data Connector Extensions3.3.3.2. Configuring relying parties for claims-based authentication3.3.3.3. Installing other server roles3.4. Upgrading the Dynamics CRM Server3.4.1. Planning your upgrade3.4.1.1. Checking your current system3.4.1.2. Moving to 64-bit hardware3.4.1.3. Going virtual3.4.1.4. Upgrading Outlook clients3.4.2. Running the upgrade3.4.2.1. Migrating a Version 4.0 organization database3.4.2.2. Performing an in-place upgrade3.4.2.3. Installing a new deployment that connects to an existing database3.4.3. Testing the upgrade3.5. Summary
4. Installing Other Components for Dynamics CRM
4.1. Installing Ancillary Server Components4.1.1. Connecting Dynamics CRM to SQL Reporting Services4.1.2. Installing and setting up the SharePoint Grid integration4.1.2.1. Preparing SharePoint for the Dynamics CRM integration4.1.2.2. Installing the SharePoint Grid for Dynamics CRM4.1.2.3. Configuring Document Management Settings4.2. Configuring Dynamics CRM for External Access4.2.1. Understanding claims-based authentication4.2.2. Configuring IFD4.3. Integrating E-mail with Dynamics CRM4.3.1. Installing the E-Mail Router4.3.2. Configuring the E-mail Router4.3.2.1. Configuring incoming and outgoing profiles for use with POP3 e-mail accounts4.3.2.2. Associating profiles with deployments4.3.2.3. Specifying users for the deployed profiles4.3.2.4. Configuring the E-mail Router for use with a forwarding mailbox4.3.2.5. Using the Rule Deployment Wizard4.4. Installing the Outlook Client4.4.1. Manually installing the Outlook client4.4.2. Configuring the Outlook client4.4.3. Installing and Configuring the Outlook client from the command line4.4.4. Upgrading the Outlook client4.5. Summary
III. Administering Dynamics CRM
5. Post-Installation System Settings
5.1. Putting Your Dynamics CRM House in Order5.1.1. Creating a backup administrator5.1.2. Running the Registration Wizard (on-premises installations only)5.1.3. Designating a partner (Dynamics CRM Online customers)5.1.4. Downloading and installing the latest update rollup5.1.5. Setting system settings5.1.5.1. The System Settings dialog5.1.5.1.1. General tab5.1.5.1.2. Calendar tab5.1.5.1.3. Formats tab5.1.5.1.4. Auditing tab5.1.5.1.5. E-mail tab5.1.5.1.6. Marketing tab5.1.5.1.7. Customization tab5.1.5.1.8. Outlook tab5.1.5.1.9. Reporting5.1.5.2. Other administration settings5.1.5.2.1. Auto-Numbering5.1.5.2.2. Languages5.1.5.2.3. Privacy preferences5.1.5.2.4. Product updates5.1.5.3. Business management settings5.1.5.3.1. Fiscal year settings5.1.5.3.2. Sales territories5.1.5.3.3. Currencies5.1.5.3.4. Business settings used for service scheduling5.2. Taking Your Network and Domain Policies into Consideration5.2.1. Settings for Internet Explorer5.2.2. Configuring Internet-Facing Deployment5.2.3. Making a backup of Dynamics CRM5.3. Planning and Implementing Your Organization's Structure5.3.1. Options for security model5.3.1.1. Open organization5.3.1.2. Balanced organization5.3.1.3. Closed organization5.3.1.4. Custom sharing rules5.3.2. Understanding business units5.3.3. Configuring security roles5.3.4. Working with field security profiles5.3.5. Setting up teams for your users5.4. Preparing for Your First User5.4.1. Installing sample data5.4.2. Installing language packs5.4.3. Testing user connectivity and security5.5. Summary
6. Managing Users in Dynamics CRM
6.1. Understanding Licensing Options6.1.1. Understanding user licensing6.1.1.1. Acquiring CRM Online licenses6.1.1.2. Acquiring CRM On-Premise licenses6.1.2. Understanding External Connector licensing6.1.3. Understanding other licensing components6.2. Authenticating Users6.3. Managing Users6.3.1. Creating users6.3.1.1. Creating new users6.3.1.2. Approving e-mail6.3.1.3. Setting the default queue and team6.3.2. Working with existing user records6.3.2.1. Disabling users and reassigning records6.3.2.2. Changing the manager or business unit6.3.3. The user summary report6.4. Summary
7. Using the Deployment Manager
7.1. Using the Deployment Manager Console7.1.1. Managing your deployment product key7.1.2. Changing deployment properties7.1.3. Adding Deployment Administrators7.1.4. Managing organizations7.1.4.1. Creating a new organization7.1.4.2. Importing an organization7.1.4.2.1. Mapping users7.1.4.2.2. Logging into the newly imported organization7.1.4.3. Editing an organization7.1.4.4. Deleting an organization7.1.4.5. Setting the default organization7.1.5. Viewing servers and server roles in Deployment Manager7.1.5.1. Understanding server roles7.1.5.2. Disabling servers7.1.5.3. Deleting servers7.1.6. Configuring Claims-Based Authentication7.1.7. Configuring Internet-Facing Deployment7.2. Summary
8. Managing Data
8.1. Importing Data with the Import Data Wizard8.1.1. Data maps8.1.2. Preparing your source files8.1.2.1. Use the data import templates8.1.2.2. Make column headings match display names8.1.2.3. Add necessary options to picklists8.1.2.4. Import lookup references first8.1.2.5. Validate and format fields8.1.2.6. Dealing with floats and decimal precision8.1.2.7. Remove carriage returns and line breaks8.1.3. Enriching (updating) existing data8.1.4. Reviewing the import job8.1.5. Using the Import Contacts Wizard from Outlook8.2. Detecting Duplicates8.2.1. Duplicate detection settings8.2.2. Creating duplicate detection rules8.2.3. Scheduling duplicate detection jobs8.2.4. Handling duplicate records8.3. Cleaning Up Your Data with the Bulk Deletion Wizard8.4. Summary
9. Maintaining, Optimizing, and Troubleshooting Dynamics CRM
9.1. Maintaining Dynamics CRM9.1.1. Simplifying updates9.1.2. Backing up the server and server components9.1.2.1. Setting up a database maintenance plan9.1.2.2. Backing up the Dynamics CRM application9.1.2.3. Backing up other server components9.1.3. Monitoring Dynamics CRM9.1.3.1. Creating a baseline report in Windows Reliability and Performance Monitor9.1.3.2. Becoming familiar with the Dynamics CRM counters9.2. Optimizing Dynamics CRM9.2.1. Optimizing the database9.2.1.1. Identifying performance problems in the database9.2.1.1.1. Using the SQL Server Activity Monitor9.2.1.1.2. Using the SQL Server Database Engine Tuning Advisor9.2.1.2. Implementing basic SQL Server optimizations9.2.2. Optimizing the Web server9.2.2.1. Identifying potential problem areas with the Web server9.2.2.2. Making recommended changes to the Web server9.2.3. Optimizing the platform server9.2.3.1. Identifying potential problems with the platform server9.2.3.2. Making recommended improvements to the platform server9.2.4. Optimizing the client9.2.4.1. Identifying potential problem areas with the client9.2.4.2. Implementing recommended changes to improve client performance9.2.4.2.1. Optimizing settings in Internet Explorer9.2.4.2.2. Optimizing settings in the Outlook client9.3. Troubleshooting Errors and Performance Problems9.3.1. Using built-in, free, and included resources9.3.2. Getting good information from Dynamics CRM errors9.3.2.1. Examining event logs9.3.2.2. Turning on developer errors9.3.2.3. Enabling tracing9.3.2.3.1. Enabling tracing for Dynamics CRM9.3.2.3.2. Location of the Dynamics CRM server tracing registry keys and log files9.3.2.3.3. Location of the Dynamics CRM Outlook client tracing registry keys and log files9.3.2.3.4. Enabling logging for the Microsoft Dynamics E-mail Router9.3.2.3.5. Enabling logging and finding logs for other components9.4. Summary
IV. Using Microsoft Dynamics CRM
10. Getting to Know the CRM Application
10.1. Navigating the Dynamics CRM Interface10.1.1. Understanding the Ribbon menu10.1.1.1. Ribbon menu tabs10.1.1.2. Context-sensitive Ribbon menu tabs and buttons10.1.1.3. Collapsing the Ribbon menu10.1.2. Using the navigation pane10.1.2.1. Areas, groups, and subareas10.1.2.2. Shortcut menus10.1.2.3. Homepage10.1.2.4. Recently visited and favorites10.1.3. Navigating CRM lists10.1.3.1. Views10.1.3.2. Creating Personal Views with Advanced Find10.1.3.3. Using the search bar10.1.3.4. Sorting10.1.3.5. Filtering10.1.3.6. Charts10.1.3.7. Getting Started pane10.1.4. Using CRM forms to view and update records10.1.4.1. Navigating forms10.1.4.2. Navigating records10.1.4.3. Entering data10.1.4.4. Editing multiple records10.2. Record Ownership10.2.1. Organization ownership10.2.2. User or team ownership10.2.3. Sharing records10.3. Connections and Customer Relationships10.4. Managing Activities with Dynamics CRM10.4.1. Understanding activity types10.4.2. Working with activities10.4.2.1. Creating activities10.4.2.2. Viewing activities10.4.2.2.1. Activities list sub-area10.4.2.2.2. Activities and Closed Activities related lists10.4.2.3. Activity alerts10.4.2.4. Completing activities10.5. Using Queues10.5.1. Sending records to queues10.5.2. Viewing queues10.5.3. Working items in a queue10.5.3.1. Routing queue items10.5.4. Working on items10.5.5. Releasing items you are working on10.5.6. Removing items from a queue10.5.7. Deleting queue records10.6. Working with E-mail Templates10.6.1. Creating e-mail templates10.6.2. Using e-mail templates10.7. Merging Duplicate Records10.8. Using Your Mobile Device with Dynamics CRM10.8.1. Outlook synchronization10.8.2. Mobile Express10.8.3. Third-party options10.9. Summary
11. Using Dynamics CRM for Outlook
11.1. Comparing the Outlook and Web Versions of Dynamics CRM11.1.1. Understanding the differences: Outlook extensions and views11.1.2. Understanding the similarities: Navigation, forms and data entry11.2. Using Dynamics CRM within Outlook11.2.1. Using the Outlook navigation pane11.2.2. Working with Dynamics CRM views in Outlook11.2.2.1. Using tabs as views11.2.2.2. Filtering views11.2.2.3. Formatting views11.2.2.4. Setting up Outlook categories, follow-ups, and reminders on Dynamics CRM records11.2.2.5. The reading pane11.2.2.6. The people pane11.2.3. Taking Dynamics CRM offline11.2.3.1. Going offline and online11.2.3.2. Choosing data for offline usage11.2.4. Troubleshooting Dynamics CRM for Outlook11.3. Using the Outlook Extensions11.3.1. Tracking Outlook records in Dynamics CRM11.3.1.1. Tracking in CRM and setting regarding11.3.1.2. Tracking e-mail threads11.3.1.3. Untracking and re-regarding Outlook records11.3.1.4. Setting connections11.3.1.5. Navigating to Dynamics CRM records from Outlook11.3.1.6. Converting an Outlook record to a Dynamics CRM opportunity, lead or case11.3.2. Synchronizing from Dynamics CRM to Outlook11.3.2.1. Choosing records for automatic synchronization11.3.2.2. Updating synchronized records11.3.2.3. Manual and automatic synchronization11.3.3. Using Dynamics CRM e-mail features within Outlook11.3.3.1. Sending Dynamics CRM templates, articles, and sales literature from Outlook11.3.3.2. Creating new leads and contacts11.4. Summary
12. Using the Sales Functions
12.1. Understanding the Sales Lifecycle12.2. Managing Leads12.2.1. Creating leads12.2.2. Working leads12.2.3. Qualifying Leads12.3. Managing Opportunities12.3.1. Important opportunity fields12.3.2. Adding products to an opportunity12.3.2.1. Write-in and existing products12.3.2.2. Units12.3.3. Recalculating opportunities12.3.4. Adding competitors to an opportunity12.3.5. Closing opportunities12.3.6. Setting goals12.3.7. Forecasting sales12.3.8. Custom opportunity processes12.4. Working with the Product Catalog12.5. Working with Quotes, Orders, and Invoices12.5.1. Managing quotes12.5.1.1. Creating a quote12.5.1.2. Revising a quote12.5.1.3. Converting a quote12.5.2. Understanding orders and invoices12.5.2.1. Closing orders12.5.2.2. Closing invoices12.6. Summary
13. Using the Marketing Functions
13.1. Managing Campaigns13.1.1. Creating campaigns13.1.1.1. Creating your first campaign13.1.1.2. Working with campaign templates13.1.2. Working with planning activities13.1.3. Working with campaign activities13.1.3.1. Using campaign activities13.1.3.2. Distributing campaign activities13.1.4. Working with campaign responses13.1.4.1. Creating campaign responses13.1.4.2. Working with campaign response records13.1.5. Adding products and sales literature to campaigns13.2. Using Quick Campaigns13.3. Working with Marketing Lists13.3.1. Managing list members manually13.3.2. Managing list members dynamically13.3.3. Using mail merge documents with marketing lists13.4. Other Marketing Functions13.4.1. Sales literature13.4.2. Internet marketing13.4.3. Third party add-ons13.5. Summary
14. Using the Service Functions
14.1. Managing Cases14.1.1. Creating and tracking cases14.1.1.1. Tracking time14.1.1.2. Closing cases14.1.2. Setting up subjects14.1.3. Using knowledge base articles14.1.3.1. Creating article templates14.1.3.2. Creating and approving articles14.1.3.3. Using articles14.1.4. Working with contracts14.1.4.1. Contract templates14.1.4.2. Contracts14.1.4.3. Contract lines14.1.4.4. The contract process14.2. Scheduling Service14.2.1. Setting up CRM for service management14.2.1.1. Setting up sites14.2.1.2. Setting up facilities/equipment14.2.1.3. Setting up resource groups14.2.1.4. Setting up business closures14.2.1.5. Setting up working hours for users14.2.1.6. Setting up services14.2.2. Scheduling services14.3. Summary
V. Customizing Dynamics CRM Through the User Interface
15. Realizing the Benefits of Office and SharePoint Integration
15.1. Exporting and Importing Data with Microsoft Excel15.1.1. Exporting data to Microsoft Excel15.1.2. Updating existing records from Microsoft Excel15.2. Mail Merging with Microsoft Word15.2.1. Creating a Word mail merge template15.2.2. Using a Word mail merge template15.3. Working with SharePoint Integration15.3.1. Storing documents in SharePoint15.3.1.1. Activating document management for a CRM entity15.3.1.2. Associating a SharePoint location to a Dynamics CRM record15.3.1.2.1. Auto-creating a location15.3.1.2.2. Manually associating a location15.3.1.3. Working with SharePoint documents15.3.2. Publishing Excel pivot tables as SharePoint dashboards15.3.3. Using SharePoint 2010 tags and notes15.4. Summary
16. Tailoring CRM to Your Organization
16.1. Understanding Customization and Configuration16.1.1. Understanding customization terminology16.1.2. Understanding model driven development16.1.2.1. Documenting and designing16.1.2.2. Design and code: Identifying the gaps16.1.2.3. Working with a development sandbox16.1.3. Accessing the customizations area16.2. Working with Solutions16.2.1. Understanding the steps of solution management16.2.2. Understanding solutions and publishers16.2.3. Using the default solution16.2.4. Creating a publisher and editing the default publisher16.2.4.1. Editing the default publisher16.2.4.2. Creating a new publisher16.2.4.3. Other publishers16.2.5. Creating a solution16.2.6. Adding components to a solution16.2.7. Layering: Building on existing solutions16.2.8. Working with managed properties16.2.9. Understanding dependencies16.2.10. Sharing solutions with import and export16.2.10.1. Exporting a solution16.2.10.2. Importing a solution16.2.11. Deleting a solution16.3. The Solutions Marketplace16.4. Summary
17. Working with CRM Entities
17.1. Understanding Entities17.1.1. Understanding entity types17.1.2. Understanding relational databases17.1.3. Understanding the steps of entity customization17.1.4. Accessing the entity customization area17.1.5. Publishing customizations17.1.6. Importing and exporting customizations17.2. Creating Custom Entities17.2.1. General entity settings and the primary field17.2.1.1. Entity definition17.2.1.2. Activity entity types17.2.1.3. Notes17.2.1.4. Activities17.2.1.5. Sending E-mail17.2.1.6. Queues17.2.1.7. Auditing17.2.1.8. Other settings on the general tab17.2.1.9. Primary field17.2.2. Understanding the default fields17.2.2.1. Status (or activity status) and status reason17.2.2.2. Created and modified fields17.2.2.3. Owner, Owning Team17.2.3. Other default elements17.2.4. Updating icons17.3. Customizing Entities17.3.1. Customizing fields17.3.1.1. Display name17.3.1.2. Name17.3.1.3. Field security17.3.1.4. Auditing17.3.1.5. Requirement level17.3.1.6. Searchable17.3.1.7. Description17.3.1.8. Type and format17.3.1.9. Creating new option sets (picklists)17.3.1.10. IME mode17.3.2. Working with relationships17.3.2.1. Understanding relationship types17.3.2.1.1. One-to-many (1:N) and many-to-one (N:1) relationships17.3.2.1.2. Many-to-many (N:N) relationships17.3.2.1.3. Unsupported relationships17.3.2.2. Understanding relationship behavior17.3.2.2.1. Behavior actions17.3.2.2.2. Cascading behavior rules17.3.2.2.3. Type of behavior17.3.2.3. Viewing, creating, and customizing relationships17.3.2.4. Mapping fields between relationships17.3.3. Working with forms17.3.3.1. Understanding form types17.3.3.2. Understanding form layout17.3.3.3. Using the form designer17.3.3.3.1. Moving around the form17.3.3.3.2. Changing the form layout17.3.3.3.3. Working with fields17.3.3.3.4. Working with form controls17.3.3.3.5. Previewing your form17.3.3.3.6. Saving and publishing customizations17.3.3.4. Working with role-based forms17.3.4. Deleting fields17.3.5. Customizing views17.3.5.1. Understanding view types17.3.5.2. Creating and modifying views17.3.5.3. Editing filter criteria17.3.5.3.1. Filter criteria basics17.3.5.3.2. Grouping with and/or17.3.5.3.3. Referencing other entities17.3.5.3.4. Limitations of filter criteria17.3.6. Customizing charts17.3.7. Renaming entities17.4. Summary
18. Automating Your Organization with Processes
18.1. Understanding Processes in Dynamics CRM18.1.1. Programming without coding18.1.2. Understanding business process automation18.1.3. Designing and diagramming processes18.1.4. Processes and solutions18.2. Working with Workflows18.2.1. Creating workflows18.2.1.1. Workflow scope18.2.1.2. Workflow triggers18.2.2. Adding workflow steps18.2.2.1. Workflow conditions18.2.2.2. Wait conditions18.2.2.3. Workflow actions18.2.2.4. Working with dynamic values18.2.2.5. Workflow stages18.2.3. Updating existing workflows18.3. Working with Dialogs18.3.1. Creating dialogs18.3.1.1. Dialog triggers18.3.1.2. Input arguments and variables18.3.2. Adding dialog steps18.3.2.1. Stages, conditions, and dynamic values18.3.2.2. Pages, prompts, and responses18.3.2.3. Dialog actions18.4. Understanding Other Process Concepts18.4.1. Running on demand processes18.4.2. Administration, notes, and attachments18.4.2.1. Documenting your processes18.4.2.2. Deleting completed workflow jobs18.4.3. Creating and using process templates18.4.4. Monitoring processes18.4.5. Running processes using JScript18.4.6. Process extensions18.4.7. Using .NET and the Windows Workflow Foundation to extend your processes18.4.8. Plug-ins: Using custom code for added process flexibility18.4.9. Process examples18.5. Summary
VI. Customizing Dynamics CRM with Custom Code
19. Understanding the Other Customization Options
19.1. Customizing Option Sets19.2. Setting Up Queues19.2.1. Creating and customizing a queue19.2.2. Automating queues19.2.3. Approving queue e-mail19.3. Customizing Mobile Express19.4. Managing Connection Roles and Relationship Roles19.4.1. Adding connections to entities19.4.2. Configuring connection roles19.5. Working with CRM Extensions19.5.1. Extending forms19.5.2. Extending dashboards19.5.3. Extending processes19.6. Summary
20. Understanding the Development Options
20.1. Understanding Development Options20.1.1. Envisioning the possibilities20.1.2. Understanding the fundamentals20.1.2.1. Client-side and server-side customization20.1.2.2. Dynamics CRM development terminology20.1.2.3. Using the Software Development Kit (SDK)20.1.3. Making smart development decisions20.1.3.1. Avoiding unsupported customizations20.1.3.2. Developing for CRM Online usage20.2. Setting Up Development and Testing Environments20.2.1. Establishing processes, procedures, and governance20.2.2. Using the right development tools20.2.3. Planning and configuring your environment20.2.3.1. Configuring an entry level development environment20.2.3.2. Configuring a mid-tier development environment20.2.3.3. Configuring an enterprise class development environment20.2.3.4. Configuring a CRM Online development environment20.3. Summary
21. Working with Client-Side Customizations
21.1. Getting Started with Coding in CRM21.1.1. Understanding Web resources21.1.2. Understanding events21.1.2.1. Form onLoad and onSave events21.1.2.2. Field onChange event21.1.2.3. Tab TabStateChange event21.1.2.4. Iframe OnReadyStateComplete Event21.1.2.5. Ribbon control events21.1.2.6. Database events21.1.3. Writing JScript21.1.3.1. Understanding JScript libraries21.1.3.2. Hello world21.1.3.3. How the JScript code works21.1.3.4. Options for loading your JScript code21.1.3.5. Additional JScript code examples21.1.3.5.1. Format a phone number21.1.3.5.2. Calculate a field21.1.3.5.3. Even more JScript code21.1.3.5.4. The XRM page model21.1.3.6. Testing your JScript code21.1.3.7. Converting your Dynamics CRM 4.0 JScript21.1.3.8. Supported and unsupported JScript21.1.4. Working with Web pages21.1.4.1. Using HTML Web resources21.1.4.2. Hello world21.1.4.3. Creating mash-ups with Iframes21.2. Other Customizations21.2.1. Calling CRM functions with URLs21.2.1.1. Copying or sending a URL link21.2.1.2. Launching dialog processes with a URL21.2.1.3. Creating links in JScript or processes21.2.2. Modifying XML files21.2.2.1. Modifying the site map21.2.2.2. Customizing the getting started pane21.2.2.3. Modifying the Ribbon menu21.2.2.4. Updating chart XML21.2.2.5. Updating process XAML21.3. Summary
22. Working with Server-Side Customizations
22.1. Becoming Familiar with Dynamics CRM's Architecture and Development Model22.1.1. Exploring the Extensibility Architecture22.2. Developing Server-Side Extensions for Different Deployment Scenarios22.2.1. Deciding where to store your custom server-side code22.2.2. Deploying code for offline use22.2.3. Comparing the sandbox service to non-isolated mode22.2.3.1. Creating plug-ins for the sandbox22.2.3.2. Setting up users to deploy plug-ins22.3. Interfacing with Dynamics CRM22.3.1. Understanding the Web services22.3.2. Accessing the Web services22.4. Plugging-in to the Platform22.4.1. Looking at how Dynamics CRM incorporates plug-ins22.4.1.1. Message support for plug-ins22.4.1.2. Event pipeline stages22.4.1.3. Synchronous and asynchronous execution modes22.4.2. Walking through a sample plug-in22.4.3. Deploying a plug-in22.5. RESTing with Dynamics CRM22.5.1. Querying Dynamics CRM's OData service22.5.2. Using the OData endpoint in Visual Studio22.6. Connecting to the Cloud with Azure22.6.1. Signing up for Azure services22.6.2. Setting up your AppFabric services22.6.3. Getting started with an Azure-enabled solution22.7. Extending Dynamics CRM Workflow22.7.1. Creating custom steps for use in building workflow rules22.7.2. Creating or modifying a complete workflow rule22.8. Summary
VII. Visualizing Your Dynamics CRM Data with Charts, Reports, and Dashboards
23. Using the Built-in Reporting Tools
23.1. Leveraging Dynamics CRM's Business Intelligence Capabilities23.1.1. Using Advanced Find as a reporting tool23.1.1.1. Example 1: Creating a view of important customers in a salesperson's territory23.1.1.2. Example 2: An advanced Advanced Find view23.1.2. Getting the most from the included reports23.1.2.1. Administrative reports23.1.2.1.1. User Summary23.1.2.1.2. Activities23.1.2.2. Marketing reports23.1.2.2.1. Account Distribution23.1.2.2.2. Account Overview23.1.2.2.3. Account Summary23.1.2.2.4. Campaign Activity Status23.1.2.2.5. Campaign Comparison23.1.2.2.6. Campaign Performance23.1.2.2.7. Lead Source Effectiveness23.1.2.3. Sales reports23.1.2.3.1. Competitor Win Loss23.1.2.3.2. Neglected Accounts23.1.2.3.3. Neglected Leads23.1.2.3.4. Products By Account23.1.2.3.5. Products By Contact23.1.2.3.6. Sales History23.1.2.3.7. Sales Pipeline23.1.2.3.8. Quote, Order, and Invoice reports23.1.2.3.9. Invoice Status23.1.2.4. Service reports23.1.2.4.1. Case Summary Table23.1.2.4.2. Neglected Cases23.1.2.4.3. Service Activity Volume23.1.2.4.4. Top Knowledge Base Articles23.2. Using the Report Wizard23.2.1. Creating your first report with the wizard23.2.2. Setting default filters and report options23.3. Using Excel as a BI Tool23.3.1. Exporting data to Excel23.3.2. Creating useful reports with Excel23.3.3. Making the pivot table available to other users23.4. Summary
24. Working with Visualizations: Charts and Dashboards
24.1. Working with Charts24.1.1. Using charts24.1.1.1. Viewing charts24.1.1.2. Interacting with charts24.1.1.2.1. Basic chart interactions24.1.1.2.2. Drilling down24.1.2. Managing charts24.1.2.1. Creating charts24.1.2.2. Using charts on forms24.1.2.3. Importing and exporting charts24.1.2.4. Modifying charts with the software development kit (SDK)24.2. Working with Dashboards24.2.1. Using dashboards24.2.1.1. Viewing dashboards24.2.1.2. Interacting with dashboards24.2.2. Managing dashboards24.2.2.1. Creating dashboards24.2.2.2. Understanding iframes and Web resources24.3. Summary
25. Custom Reporting for Dynamics CRM
25.1. Examining the Anatomy of Dynamics CRM Reporting25.1.1. Taking a look at how Dynamics CRM interacts with the report server25.1.2. Serving a report through Dynamics CRM25.1.2.1. Report file format25.1.3. Working with the report25.1.3.1. Selecting the records to report on25.1.3.2. Filtering a report25.1.3.3. Using report controls25.2. Selecting the Right Report Development Tools25.2.1. Business Intelligence Development Studio (BIDS)25.2.2. SQL Server 2008 R2 Report Builder 3.025.3. Designing Professional Reports25.3.1. Starting at the beginning25.3.2. Using filtered views25.3.3. Empowering users25.3.3.1. Enabling prefiltering25.3.3.2. Creating user-selectable parameters25.3.3.3. Configuring dynamic sorting25.3.4. Localizing a report25.3.5. Using global values25.3.6. Formatting for print layout25.3.7. Refer to the SDK25.4. Developing Your First Custom Report25.5. Sharing Custom Reports25.5.1. Publishing a report to Dynamics CRM25.5.2. Setting other report options25.5.2.1. Adding report categories25.5.2.2. Making reports context-sensitive25.6. Summary
VIII. Extending and Integrating Dynamics CRM
26. Connecting to Other Systems: Migration and Integration with Dynamics CRM
26.1. Preparing for Integration26.1.1. Looking at the benefits of integration26.1.2. Considering the challenges of integration26.2. Defining Migration and Integration Scenarios26.2.1. Integrating data26.2.2. Integrating services26.2.3. Migration and integration techniques26.2.3.1. Migrating data26.2.3.2. Presentation-layer integration26.2.3.3. Batch integration26.2.3.4. Real-time or near real-time integration26.2.4. Selecting an integration model26.2.4.1. Point-to-point26.2.4.2. Data hub26.2.4.3. Enterprise service bus26.3. Adhering to Best Practices for Migration and Integration26.4. Selecting Tools for Migration and Integration26.4.1. Developing a custom SDK import solution26.4.2. Microsoft integration tools26.4.2.1. SQL Server Integration Services26.4.2.2. SQL Server replication26.4.2.3. Microsoft BizTalk Server26.4.2.4. Dynamics CRM Adapter for Dynamics GP26.4.3. Scribe Insight26.4.3.1. Scribe Insight architecture26.4.4. Pervasive Data Integrator26.4.4.1. Pervasive Data Integrator architecture26.5. Integrating Dynamics CRM with a Web Site26.5.1. Web site form integration26.5.2. Web portals26.6. Adding Functionality with Integrated ISV Solutions26.6.1. Finding ISV solutions26.6.2. Some notable examples of ISV solutions26.6.2.1. Data2CRM from CRM Innovation26.6.2.2. CWR Mobility26.6.2.3. Experlogix26.7. Summary
27. XRM: Going Beyond Traditional CRM
27.1. Exploring XRM27.1.1. Defining XRM27.1.2. Understanding why Dynamics CRM is a good platform27.1.3. Understanding the value of platform development27.2. Walking Through a Typical XRM Scenario27.2.1. Setting up the scenario27.2.1.1. The original process for managing the employee lifecycle27.2.1.2. The XRM solution27.2.1.2.1. The solution interface27.2.1.2.2. The Job Requisition process27.2.1.2.3. The application process27.2.1.2.4. The on-boarding process27.2.1.2.5. Employee management process27.2.1.2.6. Employee HR Incident process27.2.1.2.7. Localization27.2.1.2.8. Maintenance and extensibility27.2.2. Imagining the possibilities: Other XRM scenarios27.3. Summary
IX. Appendixes
A. Advanced Integration with SharePoint 2010
A.1. Integrating with SharePointA.1.1. Areas of integrationA.2. Integration ExamplesA.2.1. Accessing Dynamics CRM with Business Connectivity ServicesA.2.1.1. External Content TypesA.2.1.2. Showing external dataA.2.1.3. Creating an external content type from a CRM entityA.2.2. Showing CRM data in the Social Activity FeedA.2.2.1. Activity ManagerA.2.2.2. Activity ApplicationA.2.2.3. Activity TypeA.2.2.4. Activity TemplateA.2.2.5. Activity EventA.2.2.6. Activity Feed GathererA.2.2.6.1. Step 1: Setting-up an ActivityA.2.2.6.2. Step 2: Gathering Activity EventsA.3. Summary
B. Accessing and Using Online Resources

Overview

An in-depth, expert guide to Microsoft Dynamics CRM 2011 from Microsoft CRM experts! What better way to learn how to administer Dynamics CRM than from two Microsoft CRM experts? This in-depth Bible is packed with expert guidance on the latest version of Microsoft's hot CRM product. Whether you're new to Dynamics CRM or upgrading from an earlier version, you'll get thoroughly up to speed on everything from the basics to new features and more.

Brings you up to speed on Microsoft Dynamics CRM 2011, the latest version of Microsoft's fast-growing customer relationship management software
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