Cover image for Sams Teach Yourself Microsoft

Sams Teach Yourself Microsoft

Author Anne Stanton
Release Date: 2009/10/01
ISBN: 9780768689754
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Book Description

In just 24 sessions of one hour or less, you will be up and running with Dynamics CRM 4. Using a straightforward, step-by-step approach, this book offers a quick way for you to get started with Dynamics CRM by leveraging real business examples, practice exercises, and big picture theory. In addition to learning how to use the core application, you will develop a deeper understanding of how Dynamics CRM fits into today’s business needs.

Step-by-step instructions carefully walk you through the questions, issues, and tasks most common to Dynamics CRM.

Quizzes and Exercises at the end of each chapter help you build and test your knowledge.

By the Way notes present interesting pieces of information related to the discussion.

Did You Know? tips offer advice or show you easier ways to perform tasks.

Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.

Learn how to…

  • Orchestrate a successful CRM project

  • Identify building blocks of Dynamics CRM

  • Automate processes

  • Create and manage your business units and users

  • Use and maintain security roles

  • Redefine an account

  • Import new contacts and distribute leads

  • Create marketing campaigns and capture the results

  • Convert a lead to an account and contact

  • Configure your display

  • Capture contact and activity details

  • Email directly from Dynamics CRM

  • Master scheduling

  • Integrate Dynamics CRM with Microsoft Excel and other applications

  • Create simple workflows

  • Customize and add utilities

Table of Contents

  1. Title Page
  2. Copyright Page
  3. Dedication
  4. Contents at a Glance
  5. Table of Contents
  6. About the Author
  7. Acknowledgments
  8. We Want to Hear from You!
  9. Reader Services
  10. Introduction
  11. Part I. Introduction to the Business Use of Microsoft Dynamics CRM
    1. Hour 1. What Is Microsoft Dynamics CRM?
    2. Hour 2. The Basics: The CRM Functionality Vocabulary
    3. Hour 3. The Business Roadmap
    4. Hour 4. Infrastructure Choices
  12. Part II. The Structure of Microsoft Dynamics CRM
    1. Hour 5. Security
    2. Hour 6. Managing Leads
    3. Hour 7. The Account in More Detail
    4. Hour 8. The Sales Funnel
    5. Hour 9. Marketing Campaigns
  13. Part III. Getting Started Using the Software
    1. Hour 10. Entering Data as a Salesperson
    2. Hour 11. Configuring Your Interaction with Microsoft Dynamics CRM
    3. Hour 12. Contacts and Activity Capture
    4. Hour 13. Emailing from Microsoft Dynamics CRM
    5. Hour 14. Word Mail Merge
    6. Hour 15. Outlook Integration
    7. Hour 16. Workflow: Creating Simple Workflows
  14. Part IV. The Support Department
    1. Hour 17. Support Management
    2. Hour 18. Contracts, Cases, Tickets, and Capturing Time
    3. Hour 19. Scheduling
  15. Part V. Reporting
    1. Hour 20. Utilizing the Power of Microsoft Excel with CRM Data
    2. Hour 21. Reporting
  16. Part VI. Expanding the Application
    1. Hour 22. Integration to the Other Applications
    2. Hour 23. Microsoft Dynamics CRM Utilities You Can Add
    3. Hour 24. Microsoft Dynamics CRM as a Development Framework
  17. Index
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