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Microsoft Dynamics® CRM 2011 Step by Step

Name: Microsoft Dynamics® CRM 2011 Step by Step
Author: Jim Steger Mike Snyder and Brendan Landers
ISBN: 9780735659445

by Jim Steger Mike Snyder and Brendan Landers

January 2011

Beginner

448 pages

10h 45m

English

Microsoft Press

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Acknowledgments
Mike Snyder’s AcknowledgmentsJim Steger’s AcknowledgmentsBrendan Landers’ Acknowledgments
Introduction
A Word About Sandbox EnvironmentsAbout the Examples in This BookLooking Forward
Features and Conventions of This Book
Using the Practice Files
Your Companion eBook
Book Support
ErrataWe Want to Hear from YouStay in TouchGetting Help with Microsoft Dynamics CRM 2011More Information
1. Overview
1. Introduction to Microsoft Dynamics CRM
What Is Microsoft Dynamics CRM?Microsoft Dynamics CRM Deployment OptionsIntegrating with Other Microsoft ProductsLogging On to Microsoft Dynamics CRM OnlineLogging On to Microsoft Dynamics CRMAccessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for OutlookLogging On to Microsoft Dynamics CRM via Mobile ExpressKey Points
2. Getting Around in Microsoft Dynamics CRM
Understanding the Microsoft Dynamics CRM User InterfaceUsing Views to Work with Data RecordsSorting Records in a ViewSelecting and Refreshing Records in a ViewEditing Multiple Records in a ViewUsing Quick Find to Search for Records in a ViewSetting a Default Personal ViewAccessing Recently Visited Records and ViewsUsing Lookups and Automatic ResolutionSetting Personal OptionsUsing the Resource CenterAccessing Help in Microsoft Dynamics CRMKey Points
3. Working with Accounts and Contacts
Creating an AccountUsing Parent Accounts and Sub-AccountsCreating a ContactAttaching Files to Accounts and ContactsDeactivating and Activating RecordsSharing Accounts and Contacts with Other UsersAssigning Accounts and Contacts to Other UsersMerging Account or Contact RecordsKey Points

4. Working with Activities and Notes
Understanding Activity TypesUnderstanding the Regarding FieldCreating Follow-Up ActivitiesViewing Open and Completed Activities for a RecordCreating a NoteManaging Your ActivitiesSending Direct Email MessagesKey Points
5. Using Microsoft Dynamics CRM for Outlook
Accessing CRM Records Within Microsoft Dynamics CRM for OutlookAccessing CRM Settings Within Microsoft Dynamics CRM for OutlookSynchronizing Contacts, Tasks, and AppointmentsCreating and Tracking ContactsUsing the Add Contacts WizardCreating and Tracking Tasks and AppointmentsSending and Tracking Email Messages in Microsoft Dynamics CRM for OutlookDeleting Records in Microsoft Dynamics CRM for OutlookGoing Offline with Microsoft Dynamics CRM for OutlookConfiguring Synchronization FiltersKey Points
2. Sales and Marketing
6. Working with Leads and Opportunities
Understanding Leads and OpportunitiesCreating a Lead and Tracking Lead SourcesQualifying a LeadDisqualifying a LeadCreating an OpportunityUsing Opportunities to Forecast Potential SalesClosing an OpportunityReopening an OpportunityConverting an Email Activity to a LeadKey Points
7. Using Marketing Lists
Creating a Static Marketing ListAdding Members to a List by Using a LookupAdding Members to a List by Using Advanced FindRemoving Members from a List by Using Advanced FindEvaluating Members Included in a List by Using Advanced FindRemoving Selected Members from a ListCreating a Dynamic Marketing ListCopying Members to Another Marketing ListCreating Opportunities from List MembersUsing Mail Merge to Generate a Word Document That Includes List Member InformationKey Points
8. Managing Campaigns and Quick Campaigns
Creating a CampaignAdding Planning ActivitiesSelecting Target Marketing ListsAdding Target Products and Sales LiteratureRelating CampaignsCreating Campaign TemplatesCopying Campaign RecordsUsing Quick CampaignsKey Points
9. Working with Campaign Activities and Responses
Creating a Campaign ActivityAssociating a Marketing List to a Campaign ActivityDistributing a Campaign ActivityRecording a Campaign ResponsePromoting a Campaign Activity to a Campaign ResponseConverting a Campaign ResponseViewing Campaign ResultsViewing Specific Campaign InformationKey Points
3. Service
10. Tracking Service Requests
Creating and Assigning a Service Request CaseManaging Service Request ActivitiesResolving a Service Request CaseCanceling and Reopening a Service Request CaseKey Points
11. Using the Knowledge Base
Creating and Submitting a Knowledge Base ArticlePublishing a Knowledge Base ArticleSearching for a Knowledge Base ArticleRemoving an Article from the Knowledge BaseCreating Article TemplatesKey Points
12. Working with Contracts and Queues
Creating a Service ContractActivating and Renewing a ContractWorking with Service QueuesKey Points
4. Reporting and Analysis
13. Working with Filters and Charts
Applying Filters to Your Data and Saving Filtered ViewsSetting Additional Filters on a Saved ViewUsing Charts to Analyze Microsoft Dynamics CRM DataCreating a New ChartSharing a ChartKey Points
14. Using Dashboards
Using Built-in DashboardsCreating Additional DashboardsEditing DashboardsSetting a Default DashboardSharing a DashboardKey Points
15. Using the Report Wizard
Creating a Report with the Report WizardModifying a ReportSharing a ReportScheduling a ReportCategorizing a ReportKey Points
16. Using Advanced Find
Performing Advanced Find QueriesOrganizing and Formatting Advanced Find ResultsCreating and Sharing a Saved ViewUsing Advanced Filter CriteriaUsing Edit Multiple Records and Assign Multiple Records from Advanced FindKey Points
17. Reporting with Excel
Exporting Static Data to Excel WorksheetsExporting Dynamic Data to Excel WorksheetsExporting Dynamic Data to Excel PivotTablesUploading Excel Reports to the Reports List in Microsoft Dynamics CRMKey Points
5. Data Management
18. Bulk Data Importing
Using the Import Data WizardImporting Data with Automatic Data MappingReviewing the Import StatusUpdating Data by Using Data EnrichmentKey Points
Glossary
A. About Sonoma Partners
Mike SnyderJim StegerBrendan Landers
Index
About the Authors
Copyright

Content preview from Microsoft Dynamics® CRM 2011 Step by Step

Chapter 12. Working with Contracts and Queues

Chapter at a Glance

In previous chapters, you learned about cases and knowledge base articles, which capture the customer requests and product information used by customer service teams to address support issues. Most of the service requests your company receives are not likely to be resolved by referencing a single knowledge base article. Instead, each request is probably routed through an involved process that ...

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Embedded Software Engineer

Working with Microsoft Dynamics® CRM 2011

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Microsoft Dynamics® CRM 2011 Step by Step

by Jim Steger Mike Snyder and Brendan Landers

Chapter 12. Working with Contracts and Queues

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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