Microsoft Dynamics® CRM 4.0 Step by Step

Book description

Whether you’re in sales, marketing, or customer service—quickly teach yourself how to get closer to your customers with Microsoft Dynamics CRM. With STEP BY STEP, you set the pace—building and practicing the skills you need, just when you need them!

  • Create and manage accounts—for a 360¿ view of your customers and business

  • Work with Microsoft Dynamics CRM directly from Microsoft Outlook

  • Track customer activity; import and map data automatically

  • Manage campaigns, leads, quotes, contracts, and orders

  • Employ basic to advanced reporting capabilities

  • Your all-in-one learning experience includes:

  • Files for building skills and practicing the book’s lessons

  • Fully searchable eBook

  • Sample chapters from related Microsoft Press books

  • WINDOWS VISTA PRODUCT GUIDE eReference—plus other resources—on CD

  • For customers who purchase an ebook version of this title, instructions for downloading the CD files can be found in the ebook.

    Table of contents

    1. Foreword
    2. Introduction
      1. A Word About Sandbox Environments
      2. About the Examples in This Book
      3. Looking Forward
    3. Acknowledgments
      1. Mike Snyder’s Acknowledgments
      2. Jim Steger’s Acknowledgments
      3. Brendan Lander’s Acknowledgments
    4. Information for Readers Running Windows XP
      1. Managing the Practice Files
      2. Navigating Dialog Boxes
    5. Features and Conventions of This Book
    6. Using the Companion CD
      1. CD Contents
      2. Minimum System Requirements
        1. Step-by-Step Exercises
      3. Installing the Practice Files
      4. Using the Practice Files
      5. Removing and Uninstalling the Practice Files
    7. Getting Help
      1. Getting Help with This Book and Its Companion CD
      2. Getting Help with Microsoft Dynamics CRM 4.0
      3. More Information
    8. I. Overview
      1. 1. Introduction to Microsoft Dynamics CRM
        1. What Is Microsoft Dynamics CRM?
        2. Microsoft Dynamics CRM Deployment Options
        3. Integrating with Other Microsoft Products
        4. Logging On to Microsoft Dynamics CRM
        5. Logging On to Microsoft Dynamics CRM Online
        6. Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook
        7. Key Points
      2. 2. Getting Around in Microsoft Dynamics CRM
        1. Understanding the Microsoft Dynamics CRM User Interface
        2. Using Views to Filter Data Records
        3. Sorting Records in a View
        4. Selecting and Refreshing Records in a View
        5. Bulk Editing Records in a View
        6. Using Quick Find to Search for Records in a View
        7. Using Lookups and Automatic Resolution
        8. Setting Personal Options
        9. Using the Resource Center
        10. Accessing Help in Microsoft Dynamics CRM
        11. Key Points
      3. 3. Working with Accounts and Contacts
        1. Creating an Account
        2. Using Parent Accounts and Sub-Accounts
        3. Creating a Contact
        4. Creating Additional Relationships Between Accounts and Contacts
        5. Attaching Files to Accounts and Contacts
        6. Deactivating and Activating Records
        7. Sharing Accounts and Contacts with Other Users
        8. Assigning Accounts and Contacts to Other Users
        9. Merging Account or Contact Records
        10. Key Points
      4. 4. Working with Activities and Notes
        1. Understanding Activity Types
        2. Understanding the Regarding Field
        3. Creating Follow-Up Activities
        4. Viewing Open and Completed Activities for a Record
        5. Creating a Note
        6. Managing Your Activities
        7. Sending Direct E-Mail Messages
        8. Key Points
      5. 5. Microsoft Dynamics CRM for Outlook
        1. Using Microsoft Dynamics CRM for Outlook to Access Records
        2. Synchronizing Contacts, Tasks, and Appointments
        3. Creating and Tracking Contacts
        4. Creating and Tracking Tasks and Appointments
        5. Sending and Tracking E-Mail Messages in Microsoft Dynamics CRM for Outlook
        6. Deleting Records in Microsoft Dynamics CRM for Outlook
        7. Going Offline with Microsoft Dynamics CRM for Outlook
        8. Configuring a Local Data Group
        9. Key Points
    9. II. Sales
      1. 6. Working with Leads and Opportunities
        1. Understanding Leads and Opportunities
        2. Creating a Lead
        3. Qualifying a Lead
        4. Disqualifying a Lead
        5. Creating an Opportunity
        6. Using Opportunities to Forecast Potential Sales
        7. Closing an Opportunity
        8. Reopening an Opportunity
        9. Converting an E-Mail Activity to a Lead
        10. Key Points
      2. 7. Working with Quotes
        1. Understanding Quotes, Orders, and Invoices
        2. Creating a Quote
        3. Adding Bill to and Ship to Addresses to a Quote
        4. Adding Products to a Quote
        5. Revising a Quote
        6. Creating an Order
        7. Key Points
    10. III. Marketing
      1. 8. Using Marketing Lists
        1. Creating a Marketing List
        2. Adding Members to a List by Using a Lookup
        3. Adding Members to a List by Using Advanced Find
        4. Removing Members from a List by Using Advanced Find
        5. Evaluating Members Included in a List by Using Advanced Find
        6. Removing Selected Members from a List
        7. Copying Members to Another Marketing List
        8. Creating Opportunities for List Members
        9. Using Mail Merge to Generate a Word Document That Includes List Member Information
        10. Key Points
      2. 9. Managing Campaigns and Quick Campaigns
        1. Creating a Campaign
        2. Adding Planning Tasks
        3. Selecting Target Marketing Lists
        4. Adding Target Products and Sales Literature
        5. Relating Campaigns
        6. Creating Campaign Templates
        7. Copying Campaign Records
        8. Using Quick Campaigns
        9. Key Points
      3. 10. Working with Campaign Activities and Responses
        1. Creating a Campaign Activity
        2. Associating a Marketing List to a Campaign Activity
        3. Distributing a Campaign Activity
        4. Recording a Campaign Response
          1. Promoting a Campaign Activity to a Campaign Response
        5. Converting a Campaign Response
        6. Viewing Campaign Results
          1. Viewing Specific Campaign Information
        7. Key Points
    11. IV. Service
      1. 11. Tracking Service Requests
        1. Creating and Assigning a Service Request Case
        2. Managing Service Request Activities
        3. Resolving a Service Request Case
        4. Canceling and Reopening a Service Request Case
        5. Key Points
      2. 12. Using the Knowledge Base
        1. Creating and Submitting a Knowledge Base Article
        2. Publishing a Knowledge Base Article
        3. Searching for a Knowledge Base Article
        4. Removing an Article from the Knowledge Base
        5. Creating and Modifying Article Templates
        6. Key Points
      3. 13. Working with Contracts and Queues
        1. Creating a Service Contract
        2. Activating and Renewing a Contract
        3. Working with Service Queues
        4. Key Points
    12. V. Data Management
      1. 14. Detecting Duplicate Records
        1. Creating Duplicate Detection Rules
        2. Using the Duplicate Detection Wizard
        3. Viewing the Results of a Duplicate Detection Job
        4. Creating Advanced Duplicate Detection Rules
        5. Key Points
      2. 15. Using Advanced Find
        1. Performing Advanced Find Queries
        2. Organizing and Formatting Advanced Find Results
        3. Creating and Sharing a Saved View
        4. Using Advanced Filter Criteria
        5. Using Bulk Edit and Bulk Assign from Advanced Find
        6. Key Points
      3. 16. Using the Report Wizard
        1. Creating a Report with the Report Wizard
        2. Modifying a Report
        3. Sharing a Report
        4. Scheduling a Report
        5. Categorizing a Report
        6. Key Points
      4. 17. Reporting with Microsoft Office Excel
        1. Exporting Static Data to Excel Worksheets
        2. Exporting Dynamic Data to Excel Worksheets
        3. Exporting Dynamic Data to Excel PivotTables
        4. Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM
        5. Key Points
      5. 18. Importing Data
        1. Mapping Data
        2. Using the Import Data Wizard
        3. Importing Data by Using Automatic Data Mapping
        4. Reviewing the Import Status
        5. Key Points
    13. Glossary
    14. A. About Sonoma Partners
    15. B. Your All-in-One Resource
    16. C. Choose the Right Book for You
    17. Index
    18. About the Authors
    19. Copyright

    Product information

    • Title: Microsoft Dynamics® CRM 4.0 Step by Step
    • Author(s): Jim Steger Mike Snyder Kara O’Brien, and Brendan Landers
    • Release date: September 2008
    • Publisher(s): Microsoft Press
    • ISBN: 9780735625761