Microsoft Dynamics CRM 2011 Unleashed

Book description

Microsoft® Dynamics CRM 2011 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing the newest version of Dynamics CRM. Authored by three leading Microsoft Dynamics implementers, it illuminates new opportunities to deploy CRM as a hosted service (SaaS), integrate with Azure cloud services, and extend CRM through Microsoft's new online service marketplace. The authors systematically explain how Dynamics CRM 2011 works, illuminating why it works that way, and how to drive maximum business value from it. Drawing on insider knowledge of Microsoft's new product, they present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. Their far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; Outlook and Office integration to reporting and security. This edition's extensive new coverage includes new chapters on Mobility, the Outlook Client, and Office 2010 integration, as well as greatly expanded coverage of CRM Online. It also contains new or expanded discussions of data visualization, SharePoint Foundation integration, user interface changes, inbuild charts, dashboards, IM and SMS communication support, auditing, no-code workflows, connections, queues, the new WCF-based programming model, UI scripting, and security.

Table of contents

  1. Title Page
  2. Copyright Page
  3. Contents at a Glance
  4. Table of Contents
  5. About the Authors
  6. Dedications
  7. We Want to Hear from You!
  8. Reader Services
  9. Introduction
  10. Chapter 1: New Features of Microsoft Dynamics CRM 2011
    1. Visualizations/Dashboards
    2. Interface
    3. Connections
    4. Custom Activities
    5. Recurring Events
    6. Goals and Goal Management
    7. Processes
    8. Auditing
    9. Team Record Ownership
    10. Field-Level Security
    11. Improved Outlook Integration
    12. Dynamic Marketing Lists
    13. Data Management
    14. Solution Management
    15. Mobility
    16. Web Resources and Azure Integration
    17. SharePoint Integration
    18. Dynamics Marketplace
    19. Summary
  11. Chapter 2: Why Business Needs a CRM System
    1. Managing Your Business, Customers, and Resources
    2. People Versus Resource Management
    3. CRM Versus ERP
    4. Historical Data and Legal Requirements
    5. Real-Time and All-the-Time Need for Data
    6. Lead and Opportunity Management
    7. Marketing
    8. Challenges of CRM
    9. Microsoft Dynamics CRM Is More Than CRM—xRM Explained
    10. Summary
  12. Chapter 3: Requirements for CRM 2011
    1. Server
      1. Windows Server Operating system
      2. Active Directory modes
      3. Internet Information Services
      4. Internet-Facing Deployment Requirements
    2. Database
      1. SQL Server Editions
      2. SQL Server Reporting Services
      3. Microsoft Dynamics CRM Reporting Extensions
    3. SharePoint Integration
    4. E-Mail Router
      1. Exchange Server
      2. POP3/SMTP
    5. Client
      1. Microsoft CRM Client for Internet Explorer
      2. Microsoft CRM Office Client for Outlook
    6. Licensing
      1. Upgrading
      2. External Connector Licensing
      3. Windows Users
    7. Summary
  13. Chapter 4: Setting Up CRM 2011
    1. CRM Online
    2. Single- Versus Multiple-Server Deployment
      1. Single-Server Deployment
      2. Multiple-Server Deployments
    3. Setup Process
      1. Microsoft Dynamics CRM Server Setup
      2. Additional Steps
      3. Microsoft Dynamics CRM Clients
    4. Upgrading from Previous Versions
    5. Setting Up Your Business in Microsoft Dynamics CRM 2011
    6. Summary
  14. Chapter 5: Working with the Ribbon Menu
    1. Get Started Pane
    2. Contextual Features—List Tools
    3. Common Usage and Functions
      1. Record Navigation
      2. Keyboard Shortcuts
    4. Ribbons in Outlook
      1. Conditional Formatting
    5. Customizing
    6. Summary
  15. Chapter 6: Working with Customers
    1. Accounts
      1. General Area
      2. Details Area
      3. Contacts
      4. Notes & Activities
      5. Preferences
    2. Contacts
      1. General Section
      2. Details Section
      3. General Information for Either Accounts or Contacts
    3. Summary
  16. Chapter 7: Working with the Workplace
    1. Dashboards
    2. Activities
      1. Bulk Editing
      2. Task
      3. Fax
      4. Phone Call
      5. E-Mail
      6. Letter
      7. Appointment
      8. Recurring Appointments
      9. Service Activity
      10. Campaign Response
      11. Custom Activities
    3. Calendar
    4. Imports
    5. Duplicate Detection
    6. Queues
    7. Articles
    8. Exporting Data
    9. Personalize Workplace with Personal Options
      1. General Options for Both Web and Outlook Clients
      2. Synchronization for Outlook Client Only
    10. Summary
  17. Chapter 8: Working with Sales
    1. Leads
      1. Converting Leads
    2. Opportunities
      1. Creating a New Opportunity
      2. Additional Options and Tools
      3. Closing Opportunities
    3. Competitors
    4. Products
    5. Quotes, Orders, and Invoices
      1. Quotes
      2. Orders
      3. Invoices
    6. Goals, Goal Metrics, and Rollup Queries
      1. Define Goal Metrics
      2. Create New Goal
      3. Set Goal Criteria
    7. Summary
  18. Chapter 9: Working with Marketing
    1. Marketing Lists
      1. Use Lookup to Add Members
      2. Use Advanced Find to Add Members
      3. Use Advanced Find to Remove Members
      4. Use Advanced Find to Evaluate Members
      5. Other Marketing List Features
    2. Campaigns
      1. Working with New Campaigns and Campaign Templates
    3. Sales Literature
    4. Quick Campaigns
      1. Creating Quick Campaigns
      2. Status of Quick Campaigns
    5. Summary
  19. Chapter 10: Working with Service
    1. Service and Services Activities Explained
      1. Services
      2. Service Calendar
      3. Cases
      4. Articles
      5. Contracts
    2. Goals, Goal Metrics, and Rollup Queries
    3. Summary
  20. Chapter 11: Reporting
    1. Reporting Defined
      1. Reports Filters
      2. Categories
      3. Administration
    2. Report Wizard
    3. Scheduled Reports
      1. On Demand
      2. On a Schedule
    4. Exporting
    5. Advanced Features
      1. Sharing Reports
      2. Exposing Reports to SRS
    6. Summary
  21. Chapter 12: Settings and Configuration
    1. Business
      1. Business Management
      2. Services
      3. Sites
      4. Subjects
      5. Currencies
      6. Connection Roles
      7. Relationship Roles
      8. Internet Marketing (CRM Online Only)
      9. Templates
      10. Product Catalog
    2. System
      1. Administration
      2. System Settings
      3. Security Roles
      4. Field Security Profiles
      5. Data Management
      6. System Jobs
      7. Document Management
      8. Auditing
    3. Customization
      1. Dynamics Marketplace
    4. Summary
  22. Chapter 13: Client Configuration Options
    1. Internet Explorer Client (Web Client)
    2. Microsoft Dynamics CRM 2011 for Outook
      1. Requirements
      2. Client Setup
    3. Advanced Configuration
    4. Previous Version Compatibility
    5. Summary
  23. Chapter 14: E-Mail Configuration
    1. Overview
      1. Microsoft Dynamics CRM for Outlook
      2. E-mail Router
    2. Configuring the E-Mail Services
      1. Install E-mail Router and Rule Deployment Wizard
      2. Install E-mail Router on Multiple Computers
      3. E-mail Router Configuration Manager and Configuration Profiles
      4. Authentication Types
      5. Access Credentials
    3. Configuring E-mail Routing for Multiple Configurations and Deployments
    4. Configuring the CRM E-mail Router
      1. Creating the Incoming Profile
      2. Deployments
      3. User, Queues, and Forward Mailboxes
      4. Forward Mailboxes
      5. Tracking Incoming E-mails
      6. Queues
    5. Rule Deployment Wizard
      1. Create the Rule Manually
    6. Summary
  24. Chapter 15: Mobility
    1. Mobility Defined
      1. Mobile Express
    2. CWR Mobility
      1. Usage
      2. Components
      3. Mobile Configurator
      4. Mobile Web Services
      5. Smart Clients
    3. Other Mobility Options
      1. TenDigits
    4. Summary
  25. Chapter 16: Solution Concepts
    1. Solutions Explained
      1. Add Required Components
      2. Managed Properties
      3. Plug-ins
    2. Best Practices When Working with Solutions
      1. Exporting Solutions
      2. Importing Solutions
      3. Removing Solutions
      4. Working with Multiple Solutions
      5. Entity Forms Security
      6. Migrating Customizations from Previous Versions
    3. Third-Party and Marketplace Solutions
      1. For ISVs
      2. For Customers
    4. Summary
  26. Chapter 17: CRM 2011 SharePoint Integration
    1. What’s New in Dynamics CRM 2011
    2. Basic Integration
      1. Installing the List Component
    3. Standard Integration
      1. SharePoint Configuration
      2. CRM 2011 Configuration
    4. Integration Features
    5. Extending the Integration
      1. New Entities
      2. New Message
      3. Operations in SharePoint
    6. Summary
  27. Chapter 18: Azure Extensions
    1. Introduction to Azure
    2. Service Bus Configurations
      1. Creating a Windows Azure Service Bus Account with a Subscription
      2. Getting the CRM 2011 Online Certificate
      3. Registering a Service Bus Endpoint
      4. Creating a Listener Application
    3. Summary
  28. Chapter 19: Advanced Views and Connections
    1. Views
      1. Create a Personal View
      2. Modify the System Views
    2. Connections
    3. Summary
  29. Chapter 20: Filtered Lookups
    1. Availability of Filtered Lookups
    2. Summary
  30. Chapter 21: Reporting and Dashboards
    1. Charts and Dashboards
      1. Charts
      2. Chart Tools
      3. Visualizations
      4. Dashboards
    2. Introduction to SSRS
    3. Custom Reports
      1. When Are Custom Reports Recommended?
      2. Installing CRM 2011 BIDS Extensions
      3. Building Custom Reports with SRS
      4. Developing and Testing Reports in Visual Studio
      5. Filtered Views
      6. Deployment
      7. Reports Parameters
    4. Building Custom Reports with ASP.NET
      1. Custom Reports with ASP.NET Deployment
    5. Summary
  31. Chapter 22: Forms Authentication
    1. IFD Defined
    2. Claims Based Authentication
    3. Configuring IFD
      1. SSL Certificate
      2. Installing AD FS 2.0
      3. Configuring AD FS 2.0
      4. Configuring Claims-Based Authentication on CRM
      5. Add Relaying Party Trust on AD FS
      6. Configuring Internet-Facing Deployment
      7. DNS Server Configurations
      8. Disabling IFD
    4. Working with IFD and Multiple Organizations
    5. Summary
  32. Chapter 23: Customizing Entities
    1. Customization Principles
    2. MS CRM Entity Model
      1. Fields
      2. Relationships
      3. Messages
    3. Basic Customizations
      1. Form Customizations
      2. View Customizations
      3. Publishing Customizations
    4. Menus and Ribbon Customizations
      1. Site Map
      2. ISV.Config
      3. Ribbons
    5. JavaScript Events
    6. Advanced Event-Handling Tips and Tricks
    7. Tips and Tricks When Working with Events
    8. Exporting and Importing Entity Customizations
    9. Working with the SDK
    10. Summary
  33. Chapter 24: Processes Development
    1. Processes
    2. Dialogs
      1. Input Arguments
      2. Variables
      3. Steps
      4. Dialog Activation
    3. Workflow Basics
      1. Creating Workflows with Microsoft Dynamics CRM
      2. Workflow Activation
      3. Workflow Events
      4. Workflow Scope
      5. Exporting and Importing Workflows
    4. Duplicate Detection Rules
    5. Creating Workflows in Windows Workflow Foundation with Visual Studio
      1. No-Code Workflow
      2. Custom Workflow Activities
    6. Summary
  34. Chapter 25: Plug-Ins
    1. Overview of Plug-Ins
      1. Isolation
      2. Modes
      3. Stages
    2. Deployment Types
      1. When to Use a Plug-In
    3. Plug-In Development
      1. Adding References
    4. Plug-In Deployment
      1. Install WIF Runtime
    5. Plug-In Debugging
      1. Attaching the Debugger to the host Process
      2. Forcing the Add-In to Call the Debugger
    6. IServiceProvider
      1. IExecutionContext
    7. IOrganizationService
      1. Plug-In Samples
    8. Summary
  35. Chapter 26: Web Services
    1. Web Services Fundamentals
      1. Windows Communication Foundation (WCF)
      2. Representational State Transfer (REST)
      3. JavaScript Object Notation (JSON)
      4. Open Data Services (ODATA)
      5. Discovery Web Service
      6. Organization Service
    2. Early Binding
      1. Regular Operations for Early Binding
      2. Metadata
    3. Samples of Web Services
      1. JavaScript
    4. Summary
  36. Chapter 27: Advanced Solution Management
    1. Solutions Explained
      1. Managed
      2. Unmanaged
      3. System
    2. Solution Layers
    3. Summary
  37. Chapter 28: Interacting with Custom Web Applications
    1. Enhanced MS CRM Functionality with Custom ASP.NET Apps
      1. Query String Parameters
    2. Sample IFRAME Customization
      1. Custom ASP.NET Web Application Development
      2. ASP.NET Web Application Deployment
      3. Contact Entity Customization
      4. Testing
      5. Improvements
    3. Summary
  38. Chapter 29: Data Management
    1. Import Templates
    2. Import Wizard
      1. View Import Status
    3. Bulk Record Deletion
    4. Sample Data
    5. Summary
  39. Chapter 30: CRM 2011 and Scribe Online Services
    1. Need for Integration
      1. Advent of Cloud Computing
      2. Implementing an Integration Solution
      3. Essential Elements of Collaborative Approach
      4. Supportability
      5. Expandability
    2. Introduction to Scribe
      1. Scribe Insight
      2. Scribe Server
      3. Scribe Workbench
      4. Scribe Console
      5. Scribe Adapters
      6. Scribe Templates
    3. Scribe in Action
    4. Scribe Online
    5. Summary
  40. Index

Product information

  • Title: Microsoft Dynamics CRM 2011 Unleashed
  • Author(s): Marc Wolenik, Damian Sinay, Rajya Bhaiya
  • Release date: September 2011
  • Publisher(s): Sams
  • ISBN: 9780132682084