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Contents
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
A Word About Sandbox Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
About the Examples in This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
Looking Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiv
Features and Conventions of This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
How to Access Your Online Edition Hosted by Safari . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii
How to Download the Online Edition to Your Computer. . . . . . . . . . . . . . . . . . . . . . .xix
Using the Practice Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi
Book Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiii
Errata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
We Want to Hear from You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
Stay in Touch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
Getting Help with Microsoft Dynamics CRM 2011 . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiv
More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxvi
Part1 Overview
1 Introduction to Microsoft Dynamics CRM 3
What Is Microsoft Dynamics CRM?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Microsoft Dynamics CRM Deployment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Integrating with Other Microsoft Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging On to Microsoft Dynamics CRM Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Logging On to Microsoft Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Accessing Microsoft Dynamics CRM by Using
Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Logging On to Microsoft Dynamics CRM via Mobile Express . . . . . . . . . . . . . . . . . . . 15
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
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iv Contents
2 Getting Around in Microsoft Dynamics CRM 19
Understanding the Microsoft Dynamics CRM User Interface . . . . . . . . . . . . . . . . . . . 20
Using Views to Work with Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Sorting Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Selecting and Refreshing Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Editing Multiple Records in a View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Quick Find to Search for Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Setting a Default Personal View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Accessing Recently Visited Records and Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Using Lookups and Automatic Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Setting Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using the Resource Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Accessing Help in Microsoft Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
3 Working with Accounts and Contacts 45
Creating an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Using Parent Accounts and Sub-Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Creating a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Sidebar: Why Is It Called “Parent Customer”?. . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Attaching Files to Accounts and Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Deactivating and Activating Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Sharing Accounts and Contacts with Other Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Assigning Accounts and Contacts to Other Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Merging Account or Contact Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
4 Working with Activities and Notes 67
Sidebar: Creating Activities by Using Microsoft Dynamics
CRM Workow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Understanding Activity Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Sidebar: Custom Activity Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Understanding the Regarding Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating Follow-Up Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
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Contents v
Viewing Open and Completed Activities for a Record . . . . . . . . . . . . . . . . . . . . . . . . . 78
Creating a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Managing Your Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Sending Direct Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5 Using Microsoft Dynamics CRM for Outlook 95
Accessing CRM Records Within Microsoft Dynamics CRM for Outlook. . . . . . . . . . . 97
Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook. . . . . . . . . . 101
Synchronizing Contacts, Tasks, and Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Creating and Tracking Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Using the Add Contacts Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Creating and Tracking Tasks and Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112
Sending and Tracking Email Messages in Microsoft Dynamics
CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Deleting Records in Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . .118
Going Ofine with Microsoft Dynamics CRM for Outlook. . . . . . . . . . . . . . . . . . . . .121
Conguring Synchronization Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
Part2 SalesandMarketing
6 Working with Leads and Opportunities 129
Understanding Leads and Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130
Creating a Lead and Tracking Lead Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Qualifying a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Disqualifying a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Creating an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
Using Opportunities to Forecast Potential Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
Closing an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144
Reopening an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Converting an Email Activity to a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149
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