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Maximizing Your Sales with Microsoft® Dynamics™ CRM 2011

Book Description

If you're a sales professional running Microsoft Windows, Microsoft Dynamics CRM is the perfect customer relationship management system for you. Why? Because it's the only CRM system that can be fully integrated into Microsoft Office Outlook and other programs to save time and help automate processes. Additionally, it has many other built-in tools that help busy sales professionals manage the interactions they have with customers, from first contact through purchase and post-sales. If you're one of these busy sales professionals, you need an easy reference tool to maximize your use of Microsoft Dynamics CRM 2011's varied feature set. Maximizing Your Sales with Microsoft Dynamics CRM 2011 is that tool. The book explains, in concise, easy-to-understand language, how to get the most out of this helpful CRM software. Topics like working with contacts and accounts, managing opportunities and schedules, writing letters, sending e-mails, running reports and more are explored in-depth. With this book and Microsoft Dynamics CRM 2011, you'll also be able to perform numerous other functions that will speed up your workflow and keep your customers happy. The book even comes with a handy reference card that you can tear out and keep near your computer when you need a quick tip or shortcut.

Table of Contents

  1. Copyright
    1. Dedication
  2. About the Authors
  3. Tech Editors
  4. Introduction
    1. What Is Microsoft Dynamics CRM?
  5. 1. Working with Leads
    1. Creating and deleting leads
      1. Task A Creating a new lead
      2. Task B Importing a list of leads
      3. Task C Deleting a lead
    2. Viewing leads
      1. Task A Finding a lead
      2. Task B Switching between different lead views
    3. Qualifying leads
      1. Task A Converting leads to accounts, contacts, or opportunities
      2. Task B Disqualifying a lead
      3. Task C Reactivating a closed lead
  6. 2. Working with Records
    1. Creating and deleting records
      1. Task A Creating a new record
      2. Task B Editing an existing record
      3. Task C Deleting or deactivating a record
      4. Task D Bulk deleting records
      5. Task E Adding notes for a record
      6. Task F Adding attachments for a record
    2. Viewing records
      1. Task A Finding a record
      2. Task B Switching views
      3. Task C Viewing pending and closed activities for a record
      4. Task D Printing information about a record
      5. Task E Viewing contacts associated with an account
      6. Task F Setting conditional formatting on a view
    3. Sharing records
      1. Task A Assigning a record to another user or team
      2. Task B Sharing a record with another user or team
      3. Task C Checking your permissions for a record
    4. Creating connections between records
      1. Task A Defining a connection between two records
      2. Task B Connecting a record to yourself
      3. Task C Defining connection roles
  7. 3. Searches and Views
    1. Finding records
      1. Task A Searching with a Quick Find
      2. Task B Changing the fields that are searched when performing a Quick Find
      3. Task C Filtering a view
      4. Task D Pinning a view in Outlook 2007/2010
      5. Task E Grouping a list by a field
    2. Advanced Find
      1. Task A Using the Advanced Find feature
      2. Task B Exporting an Advanced Find view to Excel
      3. Task C Changing the columns that show in Advanced Find search results
    3. Personal views
      1. Task A Creating a personal view
      2. Task B Setting your default personal view
    4. Searching for duplicates
      1. Task A Finding duplicates
      2. Task B Viewing duplicate records
      3. Task C Merging duplicate records
  8. 4. Visual Reporting with Dashboards
    1. Creating a dashboard
      1. Task A Creating a system dashboard
      2. Task B Creating a personal dashboard
      3. Task C Editing a dashboard
      4. Task D Sharing a personal dashboard with other users or teams
      5. Task E Creating dashboard charts and views
    2. Using dashboards
      1. Task A Viewing, switching, and enlarging dashboards
      2. Task B Drilling down data
      3. Task C Viewing source records on a chart
  9. 5. Outlook Integration
    1. Installing the Outlook plugin
      1. Task A Installing the plugin
    2. Outlook/CRM synchronization
      1. Task A Going offline and online
      2. Task B Configuring which records sync from CRM to Outlook
    3. Working with CRM contacts, accounts, and leads in Outlook
      1. Task A Tracking existing Outlook contacts in CRM
      2. Task B Working with CRM accounts within Outlook
      3. Task C Working with CRM leads in Outlook
    4. Scheduling activities within Outlook
      1. Task A Tracking Outlook tasks in CRM
      2. Task B Tracking Outlook appointments in CRM
    5. Sending e-mails within Outlook
      1. Task A Tracking a new Outlook e-mail in CRM
      2. Task B Tracking an incoming Outlook e-mail in Microsoft Dynamics CRM
      3. Task C Sending template-based e-mails in Outlook
      4. Task D Attaching Sales Literature to an outgoing e-mail
    6. Converting Outlook e-mails
      1. Task A Converting an e-mail to an Opportunity
      2. Task B Converting an e-mail to a case
  10. 6. Managing Sales
    1. Managing goals
      1. Task A Creating “amount” goal metrics (Step 1)
      2. Task B Creating “count” goal metrics (Step 2)
      3. Task C Creating rollup queries (Step 3)
      4. Task D Creating individual goals (Step 4)
    2. Creating and editing opportunities
      1. Task A Creating a new opportunity
      2. Task B Adding products to an opportunity
      3. Task C Editing an existing opportunity
      4. Task D Closing an opportunity
    3. Tracking competitors
      1. Task A Managing the list of competitors
      2. Task B Creating a relationship between a competitor and an opportunity
    4. Using sales literature
      1. Task A Adding sales literature
      2. Task B Viewing sales literature
    5. Opportunity reporting
      1. Task A Exporting opportunities to Excel
      2. Task B Running opportunity reports
  11. 7. Scheduling Activities within the CRM Web Client
    1. Working with activities in Microsoft Dynamics CRM
      1. Task A Viewing the calendar in Microsoft Dynamics CRM
      2. Task B Viewing activities linked with a record in Microsoft Dynamics CRM
      3. Task C Creating a new appointment
      4. Task D Creating a new task
      5. Task E Scheduling a recurring appointment
    2. Converting activities
      1. Task A Closing an activity
      2. Task B Converting an appointment to an opportunity
  12. 8. Managing Campaigns
    1. Creating a campaign
      1. Task A Creating a new campaign
      2. Task B Creating a campaign template
    2. Adding items to a campaign
      1. Task A Adding a planning activity to a campaign
      2. Task B Adding a campaign activity to a campaign
      3. Task C Adding a marketing list or product to a campaign
    3. Quick campaigns
      1. Task A Creating a quick campaign
    4. Campaign responses
      1. Task A Creating a campaign response
      2. Task B Duplicating a campaign response
      3. Task C Converting campaign responses to leads or opportunities
      4. Task D Closing a campaign response
  13. 9. Marketing Lists
    1. Creating marketing lists
      1. Task A Creating a static marketing list
      2. Task B Creating a dynamic marketing list
      3. Task C Activating/deactivating a marketing list
    2. Managing list membership
      1. Task A Adding records to a marketing list
      2. Task B Copying membership for another marketing list
      3. Task C Removing records from a marketing list
  14. 10. Letters, Envelopes, and Labels
    1. Running a mail merge
      1. Task A Selecting recipients for a mail merge
      2. Task B Executing a mail merge
      3. Task C Printing labels for customers
      4. Task D Printing envelopes for customers
    2. Creating mail merge templates in Microsoft Word
      1. Task A Creating personal templates
      2. Task B Making templates available to the entire organization
  15. 11. Sending E-mail
    1. Sending e-mail
      1. Task A Sending a template-based direct e-mail
      2. Task B Viewing a history of e-mail sent or tracked through CRM
    2. Sending e-mails to multiple recipients
      1. Task A Selecting multiple e-mail recipients
      2. Task B Sending an e-mail to multiple recipients
    3. Workflow e-mails
      1. Task A Configuring workflow to automatically send e-mails
  16. 12. Managing Contracts
    1. Creating contracts
      1. Task A Creating a new contract template
      2. Task B Creating a new contract
      3. Task C Creating a new contract line
    2. Working with contracts
      1. Task A Activating and invoicing a contract
      2. Task B Canceling a contract
      3. Task C Renewing a contract
  17. 13. Managing Cases
    1. Creating cases
      1. Task A Creating a new case
      2. Task B Entering notes for a case
    2. Working with cases
      1. Task A Assigning cases to other CRM users or queues
      2. Task B Resolving cases
      3. Task C Reactivating cases
      4. Task D Assigning a knowledge base article to a case
      5. Task E Running a neglected cases report
  18. 14. Using the Articles Library
    1. Creating articles
      1. Task A Creating articles
      2. Task B Submitting an article for approval
      3. Task C Publishing a knowledge-base article
      4. Task D Commenting on an article
    2. Searching and printing the articles library
      1. Task A Searching the articles library
      2. Task B Printing articles
  19. 15. Service Scheduling
    1. Viewing the service calendar
      1. Task A Viewing the service calendar
      2. Task B Filtering the service calendar
      3. Task C Searching the service calendar
    2. Scheduling service activities and appointments
      1. Task A Scheduling a new service activity
      2. Task B Rescheduling service activities
      3. Task C Creating a service activity for a case
    3. Setting up services, resources, and work hours
      1. Task A Creating services
      2. Task B Assigning resources to services
      3. Task C Managing service resource work hours
  20. 16. Import and Export
    1. Using the Import Data Wizard
      1. Task A Importing a text file
      2. Task B Importing multiple files
      3. Task C Analyzing your import job
      4. Task D Dealing with failed import records
      5. Task E Deleting all records created by an import
    2. Exporting data
      1. Task A Exporting data to Excel
      2. Task B Exporting data to Excel for cleanup and re-import
    3. Using Excel exports for reporting
      1. Task A Exporting a dynamic Excel PivotTable
      2. Task B Exporting a dynamic Excel spreadsheet
  21. 17. Automated Processes
    1. Creating workflows and dialogs
      1. Task A Workflow example: Forcing a new follow-up activity when opportunities are created
      2. Task B Workflow example: Creating an e-mail when leads are created
      3. Task C Running an on-demand workflow
      4. Task D Creating a dialog
  22. 18. Customizing Your Solution
    1. Creating entities
      1. Task A Creating a new entity
      2. Task B Publishing customizations
    2. Customizing fields
      1. Task A Creating a new field for an entity
      2. Task B Creating a security-enabled field
      3. Task C Creating a global option set
    3. Customizing forms and views
      1. Task A Editing the form for an entity
      2. Task B Adding sub-grids to a form
      3. Task C Customizing the left navigation pane for a form
      4. Task D Creating a system view
      5. Task E Enabling auditing
  23. 19. Managing Users and Security Roles
    1. Creating users
      1. Task A Adding a new user
      2. Task B Disabling a user record
      3. Task C Reassigning user information
    2. Security roles
      1. Task A Creating a security role
      2. Task B Assigning a security role to a user
    3. CRM Online users
      1. Task A Managing licensing and purchased storage
      2. Task B Creating a Windows Live ID
  24. 20. Creating Business Units and Teams
    1. Working with business units
      1. Task A Creating a business unit
      2. Task B Changing settings for an existing business unit
      3. Task C Disabling a business unit
      4. Task D Changing the business unit for a user
    2. Working with teams
      1. Task A Creating a new team
      2. Task B Changing team membership
  25. 21. Sharing and Assigning Records
    1. Sharing records with others
      1. Task A Sharing a record with another CRM user, team, or business unit
      2. Task B Checking your access for a record
    2. Assigning records to others
      1. Task A Assigning a record to another CRM user, team, or business unit
      2. Task B Sharing or assigning multiple records