book

Working with Microsoft Dynamics® CRM 2011

Name: Working with Microsoft Dynamics® CRM 2011
Author: Jim Steger Mike Snyder and Kristie Reid
ISBN: 9780735661721

by Jim Steger Mike Snyder and Kristie Reid

April 2011

Intermediate to advanced

624 pages

16h 43m

English

Microsoft Press

Read now

Unlock full access

Working with Microsoft Dynamics® CRM 2011
Foreword
Introduction
Who Should Read This BookOrganization of This BookPrerelease SoftwareMicrosoft Dynamics CRM OnlineSystem RequirementsClientServerCode SamplesAcknowledgmentsMike Snyder’s AcknowledgmentsJim Steger’s AcknowledgmentsKristie Reid’s AcknowledgmentsErrata & Book SupportWe Want to Hear from YouStay in Touch
I. Overview and Configuration
1. Microsoft Dynamics CRM 2011 Overview
Life Without Customer Relationship ManagementIntroducing Microsoft Dynamics CRMDistinguishing Qualities of Microsoft Dynamics CRMProvides Customers a Choice of Deployment OptionsOffers a Better End-User Experience through Tight Integration with Microsoft Office ProductsUses Existing Investment in Microsoft Cloud and Platform TechnologiesIncludes a Highly Configurable and Extensible Development FrameworkOffers Simple and Straightforward Licensing and PricingLets your .NET Developers use their Existing Development Tools and LanguagesLicensingExternal Connector LicenseVolume LicensingConnector for Microsoft DynamicsSystem RequirementsWhat’s New in Microsoft Dynamics CRM 2011User InterfacesEntities and SolutionsSummary
2. Setup and Common Tasks
Microsoft Dynamics CRM for OutlookStandard vs. Offline ClientOffline Synchronization FiltersOffline ConstraintsIntegration PointsCRM vs. Outlook FormsActivity RemindersOutlook Web AccessData SynchronizationConfiguring Data SynchronizationDeleting RecordsEmail in Microsoft Dynamics CRMEmail TrackingOrganization SettingsIndividual SettingsE-Mail TemplatesCreating or Modifying E-Mail TemplatesInserting Templates into E-Mail MessagesCreating and Sharing Personal E-Mail TemplatesInserting Images and Hyperlinks into E-Mail TemplatesCreating and Sending Mass Email MessagesDirect EmailQuick CampaignWorkflow ProcessesMail MergeMass Email SummaryMail MergeQueuesCreating QueuesEnabling QueuesWorking with Queue ItemsSummary
3. Managing Security and Information Access
Mapping Your NeedsSecurity ConceptsSecurity Model ConceptsRole-Based and Object-Based SecurityOrganizational StructureUser AuthenticationIntegrated Windows AuthenticationTurning off automatic logon in the Local intranet zoneAdding a trusted site to Internet ExplorerClaims-Based AuthenticationWindows Live IDManaging UsersReassigning User RecordsBulk ReassignManually Reassign Active RecordsMonitoring License Usage for ComplianceSecurity Roles and Business UnitsSecurity Role DefinitionsAccess LevelsPrivilegesEntity PrivilegesMiscellaneous PrivilegesPrivilege Impact on Application NavigationSecurity Role InheritanceField Level SecurityEnabling Field SecurityField Security ProfilesSharing RecordsSharing with TeamsSharing Secured FieldsSharing and InheritanceSummary
4. Data and Document Management
Data ManagementImport Data WizardPrepare the Import FilesImport the File and Map the RecordsReviewing the Import StatusData EnrichmentDuplicate DetectionDuplication Detection SettingsDuplicate Detection RulesDuplicate JobsBulk Record DeletionDocument ManagementFile AttachmentsSharePoint Document IntegrationSetup and ConfigurationMicrosoft Dynamics CRM 2011 List Component for Microsoft SharePoint Server 2010User InterfaceSummary
II. Solutions
5. Solutions Overview and Concepts
Microsoft Dynamics CRM CustomizationsCustomization ConceptsSecurity and PermissionsSolution Framework OverviewPublisherSolution PropertiesCreating a solutionCreating a solutionSolution ComponentsEntity and Entity ComponentsEntitiesForms, Views, and ChartsFieldsRelationshipsMessagesGlobal Option SetsClient Extensions (Site Map and Ribbon)Adding the Application Ribbons component to a solutionAdding the Application Ribbons component to a solutionWeb ResourcesProcesses (Workflow and Dialogs)Plug-ins and Workflow AssembliesReports and DashboardsRemaining ComponentsExcluded ComponentsSolution DetailsPublishing CustomizationsPublishing ProcessPublishing customizations for select entitiesPublishing customizations for all componentsPublishing Customizations to the Microsoft Dynamics CRM Offline Client for Microsoft Office OutlookReviewing Solution Packages TypesUnmanagedManagedUpdating Managed SolutionsConflict ResolutionManaging Component PropertiesDependency TrackingExporting and Importing Solution PackagesExporting SolutionsExporting a solutionImporting SolutionsImporting an unmanaged solutionSolution ConsiderationsSolution Design StrategiesUnmanaged SolutionProsConsIndependent Managed SolutionsProsConsDependent Managed SolutionsProsConsAdditional ConsiderationsSummary

6. Entity: Fields and Option Sets
FieldsField PropertiesData TypesRequirement LevelsModifying, Adding, and Deleting FieldsModifying FieldsModifying a field propertyAdding Custom FieldsAdding a custom fieldSchema NameTypeField IconsDeleting FieldsDeleting a custom fieldStatus and Status Reason FieldsFields and Closing Dialog BoxesEditing the Phone Call Closing Dialog Box ValuesOption SetsSummary
7. Entity Customization: Forms
Form ComponentsBodyHeaderFooterNavigationForm CustomizationsMain Form CustomizationsBodyHeaderFooterField ExplorerNavigationMobile Form CustomizationsForm ActionsModify Form PropertiesEventsDisplayParametersNon-Event DependenciesPreview a FormAssign Security RolesShow DependenciesConfigure Managed PropertiesForm ControlsSub-gridsCreating a sub-grid of opportunities on the Account formCreating a sub-grid of opportunities on the Account formNameLabelData SourceAdditional OptionsChart OptionsLayoutRow LayoutWeb ResourcesAdding a graphic web resource to the Opportunity headerAdding a graphic web resource to the Opportunity headerWeb ResourceField Name and PropertiesVisibilityWeb Resource PropertiesLayout and Row LayoutScrollingBorderImage AppearanceDependenciesSpacersNotesIFrameNameSecurityVisibilityLayout and Row LayoutFormattingDependenciesEventsNavigation LinksAdding a navigation linkAdding a navigation linkLabelSpecify an Existing Web Resource or External URLUsing Multiple FormsCreating Multiple FormsCreating a new Account formCreating a new Account formCopying an existing Account formOrdering FormsSetting the form orderSetting the form orderViewing Entities with Multiple FormsSummary
8. Entity Customization: Views and Charts
Customizing ViewsView TypesPublic ViewsSystem-Defined ViewsAdding the Business Phone Number as a Find Column in the Contact Lookup ViewSaved ViewsCustomizing ViewsSample View: My Direct Reports’ Overdue ActivitiesCreating an Overdue Activities custom viewSample View: Opportunities Opened This YearCreating an Opportunities Opened This Year custom viewCustomizing Activity ViewsWorkplace ActivitiesEntity Activity ViewsCustomizing ChartsCharts OverviewChart PropertiesCreating a ChartCreating an Accounts By State chartCreating an Accounts By State chartExporting and Importing ChartsExporting the Accounts By State chartExporting the Accounts By State chartImporting the Accounts By State chartSummary
9. Entity Customization: Relationships
Understanding Entity RelationshipsRelationship DefinitionOne-to-ManyMany-to-OneMany-to-ManyRelationship FieldRelationship NavigationDisplay OptionDisplay AreaDisplay OrderRelationship BehaviorParental BehaviorReferential BehaviorBehavior Configuration OptionsEntity Field MappingCreating Custom MappingsManually creating a mappingMapping Option Set FieldsCreating Custom RelationshipsAdding Multiple User References per AccountAdd additional user referencesAdd additional user referencesCreating Parent and Child CasesCreate a self-referencing relationship for the Case entityCreate a self-referencing relationship for the Case entitySummary
10. Entity Customization: Custom Entities and Activities
Custom EntitiesCustom Entity BenefitsCustom Entity LimitationsCustom Entity ExampleCreating a Custom EntityEntity DefinitionDisplay AreasEntity OptionsPrimary FieldEntity IconsUpdating custom entity iconsDeleting a Custom EntityCustom ActivitiesSummary
11. Solutions: Web Resources
Web Resources OverviewWeb Resource PropertiesReferencing Web ResourcesWeb Resource ConstraintsWeb Resource TypesWeb Page (HTML)Creating a simple Web page (HTML) web resourceCreating a simple Web page (HTML) web resourceAdding a Web Page (HTML) web resource to a formStyle SheetCreating a Style Sheet web resourceCreating a Style Sheet web resourceReferencing a Style Sheet in a web resourceScript (Jscript)Creating a Script web resourceCreating a Script web resourceReferencing the Script (Jscript) web resource on the Lead formData (XML)ImageSilverlight (XAP)Web Resource ExamplesFormatting and Translating U.S. Phone NumbersUpdating a Form Display Based on a Field ValueFiltering Options Based on the Selection of a Field ValueDisplaying Customer Information on an Opportunity FormReferencing the Script (JScript) web resource on the Lead formReferencing the Script (JScript) web resource on the Lead formSummary
12. Solutions: Client Extensions
Understanding the Application NavigationModifying the Site MapEditing the Site MapSiteMap ElementArea ElementsGroup ElementSubArea ElementPrivilegeImporting a Site MapWorking with the Get Started PaneSite Map Tips and TricksEntity Display AreasManaging Form NavigationModifying the RibbonAvailable RibbonsUpdating a RibbonCustomActionsTemplatesCommandDefinitionsRuleDefinitionsLocLabelsRibbon ExampleRibbon Tips and TricksSummary
13. Reports and Dashboards
Data Delivery DesignAccessing Reports in Microsoft Dynamics CRMReport SecurityReports in the User InterfaceReports ViewEntity RibbonEntity FormCustomizing Reports in Microsoft Dynamics CRMEditing a Reporting Services ReportModifying the Account Overview reportModifying the Account Overview reportCreating a Reporting Services Report Using Fetch XMLCreating a reportCreating a reportManaging Reports with Microsoft Dynamics CRMReport RecordsReport ActionsDownload ReportRevert to Personal Report/Make Report Available to OrganizationPublish Report for External UseSchedule ReportScheduling the Neglected Accounts report to execute monthlyScheduling the Neglected Accounts report to execute monthlyEdit Default FiltersEditing the default filterEditing the default filterReport CategoriesManaging report categoriesManaging report categoriesCustomizing Dashboards in Microsoft Dynamics CRMAccessing the dashboard editorAccessing the dashboard editorAccessing the dashboard editorActions on the Dashboard ViewCreating a New System DashboardChartListIFrameWeb ResourceEditing DashboardsActionsInsertLayoutSummary
III. Processes
14. Workflow Processes
Workflow Process BasicsHigh-Level ArchitectureRunning Workflow ProcessesWorkflow Process SecurityCreating and Editing Workflow ProcessesRunning Workflow ProcessesUnderstanding the Workflow InterfaceWorkflow Process TemplatesWorkflow Process PropertiesBasic Workflow Process PropertiesWorkflow Process Execution OptionsScopeTrigger EventsWorkflow Process Step EditorCheck ConditionsWait ConditionsWorkflow Process ActionsCreate RecordUpdate RecordAssign RecordSend E-mailStart Child WorkflowChange StatusStop WorkflowCustom Workflow Plug-in ActionsStagesDynamic Values in ProcessesOperatorOperatorLook for OptionsDynamic Values BoxDefault ValueMonitoring Workflow ProcessesMonitoring Workflow Jobs from the Workflow Process RecordAccessing Workflow Jobs from a Microsoft Dynamics CRM RecordAccessing Workflow Jobs from System JobsReviewing Log DetailsTaking Actions on Existing Workflow JobsImporting and Exporting ProcessesWorkflow Process ExamplesCreating a Business Process for a New LeadCreating the processCreating the processSending the response for website leadsCreating phone call actionsAdding the follow-up stepsEscalating Overdue Service CasesCreating the email processCreating the email processCreating the escalating logic processSummary
15. Dialog Processes
Dialog Process BasicsStarting Dialog ProcessesUnderstanding the Components of Dialog PagesPage HeaderPrompt and ResponseTip TextCommentsConfiguring Security for Dialog ProcessesCreating and Editing Dialog ProcessesRunning Dialog ProcessesUnderstanding the Dialog InterfaceDialog TemplatesDialog PropertiesBasic Dialog Process PropertiesDialog Execution OptionsInput ArgumentsVariablesStepsStagesPagesPrompt and ResponseCheck ConditionsQuery CRM DataAssign ValueCreate RecordUpdate RecordAssign RecordSend E-MailStart Child WorkflowLink Child DialogChange StatusStop DialogMonitoring DialogsMonitoring Dialog SessionsReviewing the Summary of a Dialog ProcessesDialog Process ExamplePrequalifying a LeadCreating the processCreating the processCreating a lead score variableCreating the prompt and response page to with the prequalification questionsCalculating the lead score based on the responsesCreating the prequalification logicSummary
A. About Sonoma Partners
Index
About the Authors
Copyright

Content preview from Working with Microsoft Dynamics® CRM 2011

Working with Microsoft Dynamics® CRM 2011

Mike Snyder

Jim Steger

Kristie Reid

Microsoft Press books are available through booksellers and distributors worldwide. For further information about international editions, contact your local Microsoft Corporation office or contact Microsoft Press International directly at fax (425) 936-7329. Visit our Web site at www.microsoft.com/mspress. Send comments to mspinput@microsoft.com.

Microsoft and the trademarks listed at http://www.microsoft.com/about/legal/en/us/IntellectualProperty/Trademarks/EN-US.aspx are trademarks of the Microsoft group of companies. All other marks are property of their respective owners.

The example companies, organizations, products, domain names, e-mail addresses, ...

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,
and much more.

Read now

Unlock full access

More than 5,000 organizations count on O’Reilly

O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.

Julian F.

Head of Cybersecurity

I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.

Addison B.

Field Engineer

I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.

Amir M.

Data Platform Tech Lead

I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.

Mark W.

Embedded Software Engineer

Microsoft Dynamics® CRM 2011 Step by Step

Publisher Resources

ISBN: 9780735661721Purchase book

Cloud Computing

Data Engineering

Data Science

AI & ML

Programming Languages

Software Architecture

IT/Ops

Security

Design

Business

Soft Skills

Working with Microsoft Dynamics® CRM 2011

by Jim Steger Mike Snyder and Kristie Reid