IV. Service
by Jim Steger Mike Snyder Kara O’Brien, and Brendan Landers
Microsoft Dynamics® CRM 4.0 Step by Step
- Microsoft Dynamics® CRM 4.0 Step by Step
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- A Note Regarding Supplemental Files
- Foreword
- Introduction
- Acknowledgments
- Information for Readers Running Windows XP
- Features and Conventions of This Book
- Using the Companion CD
- Getting Help
- I. Overview
- 1. Introduction to Microsoft Dynamics CRM
- 2. Getting Around in Microsoft Dynamics CRM
- Understanding the Microsoft Dynamics CRM User Interface
- Using Views to Filter Data Records
- Sorting Records in a View
- Selecting and Refreshing Records in a View
- Bulk Editing Records in a View
- Using Quick Find to Search for Records in a View
- Using Lookups and Automatic Resolution
- Setting Personal Options
- Using the Resource Center
- Accessing Help in Microsoft Dynamics CRM
- Key Points
- 3. Working with Accounts and Contacts
- Creating an Account
- Using Parent Accounts and Sub-Accounts
- Creating a Contact
- Creating Additional Relationships Between Accounts and Contacts
- Attaching Files to Accounts and Contacts
- Deactivating and Activating Records
- Sharing Accounts and Contacts with Other Users
- Assigning Accounts and Contacts to Other Users
- Merging Account or Contact Records
- Key Points
- 4. Working with Activities and Notes
- 5. Microsoft Dynamics CRM for Outlook
- Using Microsoft Dynamics CRM for Outlook to Access Records
- Synchronizing Contacts, Tasks, and Appointments
- Creating and Tracking Contacts
- Creating and Tracking Tasks and Appointments
- Sending and Tracking E-Mail Messages in Microsoft Dynamics CRM for Outlook
- Deleting Records in Microsoft Dynamics CRM for Outlook
- Going Offline with Microsoft Dynamics CRM for Outlook
- Configuring a Local Data Group
- Key Points
- II. Sales
- III. Marketing
- 8. Using Marketing Lists
- Creating a Marketing List
- Adding Members to a List by Using a Lookup
- Adding Members to a List by Using Advanced Find
- Removing Members from a List by Using Advanced Find
- Evaluating Members Included in a List by Using Advanced Find
- Removing Selected Members from a List
- Copying Members to Another Marketing List
- Creating Opportunities for List Members
- Using Mail Merge to Generate a Word Document That Includes List Member Information
- Key Points
- 9. Managing Campaigns and Quick Campaigns
- 10. Working with Campaign Activities and Responses
- 8. Using Marketing Lists
- IV. Service
- V. Data Management
- Glossary
- A. About Sonoma Partners
- B. Your All-in-One Resource
- C. Choose the Right Book for You
- Index
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