Microsoft® Dynamics CRM 2011 Administration Bible

Chapter 10. Getting to Know the CRM Application

IN THIS CHAPTER

• Navigating the CRM interface

• Record ownership

• Connections and customer relationships

• Managing activities

• Creating custom queries and views with Advanced Find

• Using queues

• Creating and using templates

• Merging duplicate records

The Dynamics CRM application provides a powerful set of tools and concepts that work across the entire application. Once you understand the core concepts, you will be ready to begin using the application for automating sales, marketing, customer service, call center, and XRM operations. Taking the time to understand the basics laid out within this chapter will shorten your learning curve with all of the other areas of Dynamics CRM.

In this chapter you, learn how to navigate the Dynamics CRM using interface including using the Ribbon menu and navigation pane and how to navigate lists and forms. You will also learn about record ownership, the role ownership plays in managing security, and how to share records with other users. Activities play a central role in Dynamics CRM; you learn how to work with activities to manage the details of your day. You learn how to use queues to manage individual workloads and for collaborating to share work across a team. Duplicate records are always an issue with CRM systems — in this chapter you will learn how to merge duplicate records without losing data. Lastly, you will learn about the options for using your mobile device to access Dynamics CRM.

Note

This chapter focuses ...