In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!   Step-by-step instructions walk you through common tasks. Quizzes and exercises at the end of each chapter test your knowledge. By the Way notes present 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... Get a deep jump start on Dynamics CRM Grasp what is new in Dynamics CRM 2011 Bring together all the elements of a successful CRM project Understand Microsoft’s roadmap for Dynamics CRM and prepare for the future Establish a strong foundation by making the right infrastructure and security choices Use Dynamics CRM to manage sales, leads, customer accounts, and marketing Efficiently manage your individual contacts and activities Take full advantage of email, Word mail merge, Excel and Outlook integration Integrate and automate the way you manage contracts, cases, tickets, schedules, and time Gain actionable business insights with Dynamics CRM Dashboards and Charts Add solutions from the MarketPlace that make Dynamics CRM even more valuable Extend Dynamics CRM with programming customizations and unique features

Table of Contents:
Introduction     1 Part I: Introduction to the Business Use of Microsoft Dynamics CRM HOUR 1: What Is Microsoft Dynamics CRM?      3 Overview of CRM and the CRM Industry     3 Department Roles: Different Perspectives     13 Business Applications, Functions, and Fundamentals     17 A Closer Look at Business Processes     17 Capturing Processes     22 Summary: Key Points to Remember     24 HOUR 2: The Basic Vocabulary of CRM Functionality     29 Key Building Blocks     29 Core Entities     30 Other Selected Entities     33 Other Important Components     36 Other Components     38 HOUR 3: Microsoft Dynamics CRM 2011: What's New     43 The New User Interface, Dashboards, and Charts     43 Entity Architecture Areas of Change     47 Small yet Important Enhancements to Dynamics CRM 2011     49 Processes: Workflow and Dialogs     53 Special New Features for the Microsoft CRM Developer     55 HOUR 4: Infrastructure Choices     61 Application Placement: Choices and Implications     61 Tenant Architecture and Its Implications, Including Multitenant Options     64 Microsoft Dynamics CRM Infrastructure Components     65 Asynchronous Services and Microsoft Workflow Foundation     70 Diving into Development     71 Integration Options     72 Big Business Versus Small Business     72 Part II: The Structure of Microsoft Dynamics CRM HOUR 5: Security     77 How It All Comes Together     81 Business Units     83 Users     85 Security Roles     95 Maintaining Security Roles     98 Sharing Records     105 Teams     109 Field Security     111 HOUR 6: Managing Leads     121 A Little History     121 What Data to Capture and the Import Process     125 Distributing Leads     132 A Deeper Look at Leads     133 From Lead to Account: Conversion     135 HOUR 7: The Account Entity in More Detail     143 Entering Data: The Account Form     143 Account Data     147 How the Account Entity Relates to a Few Other Entities     154 What the Account Entity Can Impact     155 How the Account Entity Can Be Redefined     156 HOUR 8: The Sales Funnel     161 Sales Styles and Choices     161 Automating the Sales Process with Workflow     167 Editing an Existing Workflow     175 HOUR 9: Marketing Campaigns     179 The Marketing Campaign     179 Creating and Tracking a Marketing Budget     195 Capturing the Results     196 Tracking the Steps, Activities, and Tasks     199 Part III: Getting Started Using the Software HOUR 10: Entering Data as a Salesperson     205 A Month in the Life of a Salesperson     205 Capturing a Lead and Entering a Lead     206 Converting a Lead to an Account and Contact     211 Final Planning     218 HOUR 11: Configuring Your Interaction with Microsoft Dynamics CRM     223 Basic Configurations     223 Web Resources     235 Default Fields     236 HOUR 12: Contacts and Activity Capture     249 Capturing Contact Information     249 Related Contacts     257 Leveraging and Using Activities     260 HOUR 13: Sending E-mail from Microsoft Dynamics CRM     271 Capturing E-mail     271 Sending One Quick Message     272 Sending Multiple E-mail Messages     274 CAN-SPAM Act Compliance     281 The Microsoft Dynamics CRM Outlook Address Book     281 Configuring E-mail Based on Your Preferences     282 HOUR 14: Microsoft Word Mail Merge     285 Mail Merge Templates     285 Creating a Template Using an Existing Word Template     288 Managing Templates     290 Managing Data Fields     291 Enabling Macros in Microsoft Word 2010 or 2007     294 HOUR 15: Outlook Integration     309 Microsoft Dynamics CRM for Outlook Options     309 The Synchronizing Architecture     310 Synchronizing Data     311 Mobility     319 What to Watch Out For: Troubleshooting Microsoft Outlook     319 HOUR 16: Workflows: Creating Simple Workflows     323 What Is a Workflow?      323 Internal Alerts Based on Specific Criteria     329 Using a Workflow to Automate a Process     332 Part IV: The Support Department HOUR 17: Support Management     341 Creating and Using Contracts     341 Maximizing Support Profitability and Effectiveness     346 Leveraging the Subject Line in a Case     348 Utilizing the Knowledge Base     349 HOUR 18: Contracts, Cases, and Capturing Time     355 Why Use Cases; What’s in It for Me?      355 The Hierarchy of Contracts, Cases, and Time     356 Working with Cases and Activities     358 Proactive Versus Reactive Capturing of Time     365 Distributing Work: Users, Teams, and Queues     365 Adding a Workflow to Close a Case     371 HOUR 19: Scheduling     377 Scheduling in General     377 Getting Started with Scheduling     378 Viewing and Managing Scheduling Conflicts     382 Setting Up Scheduling     382 Part V: Reporting HOUR 20: Utilizing the Power of Microsoft Excel with CRM Data     395 Key Concepts and Caveats     395 Exporting the Right Data: Using Advanced Find     398 Exporting a Static Worksheet     403 Exporting a Dynamic Worksheet     405 Exporting Data for PivotTable Analysis     406 Adding Outside Data     408 Reusing and Sharing Your Spreadsheets     408 Using a Dashboard     409 Using Excel to Edit and Clean Up Records     409 HOUR 21: Reporting and Query Basics     415 Getting Started with Reports     415 Using Reports     416 Creating Your Own Reports with the Report Wizard     423 Sharing a Report with Other Users     428 Adding a File or Web Page as a Report     429 Creating Report Snapshots (On-Premises Only)      431 Tips for Keeping Reports Organized     432 Creating Custom Reports Without the Report Wizard     433 Part VI: Expanding the Application HOUR 22: Integrating Microsoft Dynamics CRM 2011 into Other Applications     437 Bridge Software     437 Points of Connect     438 Integrating Microsoft Dynamics CRM with External Web Sources     439 Integrating Microsoft Dynamics CRM into Accounting Applications     440 Integration-Independent Software Vendors     441 Integration Risks     443 Data Migration     444 HOUR 23: Microsoft Dynamics CRM Tools and Utilities     449 Enhancing Contact Information     449 Business Intelligence in Microsoft Dynamics CRM     452 Enabling Microsoft Dynamics CRM for Mobile Devices     455 Database Tools and Utilities     458 Compliance and Auditing Tools     459 HOUR 24: Microsoft Dynamics CRM as a Development Framework     465 Options: What Can Be Changed?      465 When Microsoft Dynamics CRM Is a Good Fit     478 When the Core of Microsoft Dynamics CRM 2011 Might Need Additional Architecture and Design     480 Skills Required: Who Can Make the Changes     481 Index     485