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Microsoft Dynamics CRM 2011 Step by Step [With Access Code] (Step by Step)


Microsoft Dynamics CRM 2011 Step by Step [With Access Code] (Step by Step) Cover


Synopses & Reviews

Publisher Comments:

Whether youre in sales, marketing, or customer service—quickly teach yourself how to get closer to your customers with Microsoft Dynamics CRM. With STEP BY STEP, you set the pace—building and practicing the skills you need, just when you need them!

  • Create and manage accounts—for a 360º view of your customers and business
  • Work with Microsoft Dynamics CRM directly from Microsoft Outlook
  • Track customer activity; import and map data automatically
  • Manage campaigns, leads, quotes, contracts, and orders
  • Employ basic to advanced reporting capabilities

Your all-in-one learning experience includes:

  • Files for building skills and practicing the books lessons
  • Fully searchable eBook
  • Sample chapters from related Microsoft Press books
  • WINDOWS VISTA PRODUCT GUIDE eReference—plus other resources—on CD

A Note Regarding the CD or DVD

The print version of this book ships with a CD or DVD. For those customers purchasing one of the digital formats in which this book is available, we are pleased to offer the CD/DVD content as a free download via OReilly Medias Digital Distribution services. To download this content, please visit OReillys web site, search for the title of this book to find its catalog page, and click on the link below the cover image (Examples, Companion Content, or Practice Files). Note that while we provide as much of the media content as we are able via free download, we are sometimes limited by licensing restrictions. Please direct any questions or concerns to

Book News Annotation:

This guide to Microsoft's Dynamics CRM 2011, part of the Dynamics family of out-of-the-box business software products, provides step-by-step instructions for performing common tasks with this sales oriented customer relationship management application. The work is divided into five sections covering basic use of the software, setups for sales and marketing, service and help desk tasks, reports and analysis and data management. Chapters include numerous screen shots and tips and access to additional online resources is provided. The authors are executives at a Chicago based Microsoft products consulting firm. Annotation ©2011 Book News, Inc., Portland, OR (


The smart way to learn Microsoft Dynamics CRM 2011—one step at a time! Use the easy-to-follow lessons to master the fundamentals of creating and managing accounts; working directly within familiar tools such as Microsoft Outlook; tracking customer activity and communications; managing campaigns, leads, quotes, contracts, and orders; and employing basic to advanced reporting capabilities. Includes downloadable, ready-made practice files and complete Book.

About the Author

Brendan Landers is a consulting director at Sonoma Partners, overseeing all of the company’s Microsoft Dynamics CRM consulting projects. He has led numerous Microsoft Dynamics CRM implementation projects for companies in the following industries: professional and financial services, education, healthcare, hospitality, and others. Prior to joining Sonoma Partners, Brendan worked at Information Resources, Inc. as a Director, Quality Assurance and Delivery, where he led several data quality and business intelligence initiatives. He holds a bachelor’s degree in management information systems from the University of Iowa.

Table of Contents

Acknowledgments; Mike Snyders Acknowledgments; Jim Stegers Acknowledgments; Brendan Landers Acknowledgments; Introduction; A Word About Sandbox Environments; About the Examples in This Book; Looking Forward; Features and Conventions of This Book; How to Access Your Online Edition Hosted by Safari; How to Download the Online Edition to Your Computer; Using the Practice Files; Book Support; Errata; We Want to Hear from You; Stay in Touch; Getting Help with Microsoft Dynamics CRM 2011; More Information; Part 1: Overview; Chapter 1: Introduction to Microsoft Dynamics CRM; 1.1 What Is Microsoft Dynamics CRM?; 1.2 Microsoft Dynamics CRM Deployment Options; 1.3 Integrating with Other Microsoft Products; 1.4 Logging On to Microsoft Dynamics CRM Online; 1.5 Logging On to Microsoft Dynamics CRM; 1.6 Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook; 1.7 Logging On to Microsoft Dynamics CRM via Mobile Express; 1.8 Key Points; Chapter 2: Getting Around in Microsoft Dynamics CRM; 2.1 Understanding the Microsoft Dynamics CRM User Interface; 2.2 Using Views to Work with Data Records; 2.3 Sorting Records in a View; 2.4 Selecting and Refreshing Records in a View; 2.5 Editing Multiple Records in a View; 2.6 Using Quick Find to Search for Records in a View; 2.7 Setting a Default Personal View; 2.8 Accessing Recently Visited Records and Views; 2.9 Using Lookups and Automatic Resolution; 2.10 Setting Personal Options; 2.11 Using the Resource Center; 2.12 Accessing Help in Microsoft Dynamics CRM; 2.13 Key Points; Chapter 3: Working with Accounts and Contacts; 3.1 Creating an Account; 3.2 Using Parent Accounts and Sub-Accounts; 3.3 Creating a Contact; 3.4 Attaching Files to Accounts and Contacts; 3.5 Deactivating and Activating Records; 3.6 Sharing Accounts and Contacts with Other Users; 3.7 Assigning Accounts and Contacts to Other Users; 3.8 Merging Account or Contact Records; 3.9 Key Points; Chapter 4: Working with Activities and Notes; 4.1 Understanding Activity Types; 4.2 Understanding the Regarding Field; 4.3 Creating Follow-Up Activities; 4.4 Viewing Open and Completed Activities for a Record; 4.5 Creating a Note; 4.6 Managing Your Activities; 4.7 Sending Direct Email Messages; 4.8 Key Points; Chapter 5: Using Microsoft Dynamics CRM for Outlook; 5.1 Accessing CRM Records Within Microsoft Dynamics CRM for Outlook; 5.2 Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook; 5.3 Synchronizing Contacts, Tasks, and Appointments; 5.4 Creating and Tracking Contacts; 5.5 Using the Add Contacts Wizard; 5.6 Creating and Tracking Tasks and Appointments; 5.7 Sending and Tracking Email Messages in Microsoft Dynamics CRM for Outlook; 5.8 Deleting Records in Microsoft Dynamics CRM for Outlook; 5.9 Going Offline with Microsoft Dynamics CRM for Outlook; 5.10 Configuring Synchronization Filters; 5.11 Key Points; Part 2: Sales and Marketing; Chapter 6: Working with Leads and Opportunities; 6.1 Understanding Leads and Opportunities; 6.2 Creating a Lead and Tracking Lead Sources; 6.3 Qualifying a Lead; 6.4 Disqualifying a Lead; 6.5 Creating an Opportunity; 6.6 Using Opportunities to Forecast Potential Sales; 6.7 Closing an Opportunity; 6.8 Reopening an Opportunity; 6.9 Converting an Email Activity to a Lead; 6.10 Key Points; Chapter 7: Using Marketing Lists; 7.1 Creating a Static Marketing List; 7.2 Adding Members to a List by Using a Lookup; 7.3 Adding Members to a List by Using Advanced Find; 7.4 Removing Members from a List by Using Advanced Find; 7.5 Evaluating Members Included in a List by Using Advanced Find; 7.6 Removing Selected Members from a List; 7.7 Creating a Dynamic Marketing List; 7.8 Copying Members to Another Marketing List; 7.9 Creating Opportunities from List Members; 7.10 Using Mail Merge to Generate a Word Document That Includes List Member Information; 7.11 Key Points; Chapter 8: Managing Campaigns and Quick Campaigns; 8.1 Creating a Campaign; 8.2 Adding Planning Activities; 8.3 Selecting Target Marketing Lists; 8.4 Adding Target Products and Sales Literature; 8.5 Relating Campaigns; 8.6 Creating Campaign Templates; 8.7 Copying Campaign Records; 8.8 Using Quick Campaigns; 8.9 Key Points; Chapter 9: Working with Campaign Activities and Responses; 9.1 Creating a Campaign Activity; 9.2 Associating a Marketing List to a Campaign Activity; 9.3 Distributing a Campaign Activity; 9.4 Recording a Campaign Response; 9.5 Converting a Campaign Response; 9.6 Viewing Campaign Results; 9.7 Key Points; Part 3: Service; Chapter 10: Tracking Service Requests; 10.1 Creating and Assigning a Service Request Case; 1000000.2 Managing Service Request Activities; 10.3 Resolving a Service Request Case; 10.4 Canceling and Reopening a Service Request Case; 10.5 Key Points; Chapter 11: Using the Knowledge Base; 11.1 Creating and Submitting a Knowledge Base Article; 11.2 Publishing a Knowledge Base Article; 11.3 Searching for a Knowledge Base Article; 11.4 Removing an Article from the Knowledge Base; 11.5 Creating Article Templates; 11.6 Key Points; Chapter 12: Working with Contracts and Queues; 12.1 Creating a Service Contract; 12.2 Activating and Renewing a Contract; 12.3 Working with Service Queues; 12.4 Key Points; Part 4: Reporting and Analysis; Chapter 13: Working with Filters and Charts; 13.1 Applying Filters to Your Data and Saving Filtered Views; 13.2 Setting Additional Filters on a Saved View; 13.3 Using Charts to Analyze Microsoft Dynamics CRM Data; 13.4 Creating a New Chart; 13.5 Sharing a Chart; 13.6 Key Points; Chapter 14: Using Dashboards; 14.1 Using Built-in Dashboards; 14.2 Creating Additional Dashboards; 14.3 Editing Dashboards; 14.4 Setting a Default Dashboard; 14.5 Sharing a Dashboard; 14.6 Key Points; Chapter 15: Using the Report Wizard; 15.1 Creating a Report with the Report Wizard; 15.2 Modifying a Report; 15.3 Sharing a Report; 15.4 Scheduling a Report; 15.5 Categorizing a Report; 15.6 Key Points; Chapter 16: Using Advanced Find; 16.1 Performing Advanced Find Queries; 16.2 Organizing and Formatting Advanced Find Results; 16.3 Creating and Sharing a Saved View; 16.4 Using Advanced Filter Criteria; 16.5 Using Edit Multiple Records and Assign Multiple Records from Advanced Find; 16.6 Key Points; Chapter 17: Reporting with Excel; 17.1 Exporting Static Data to Excel Worksheets; 17.2 Exporting Dynamic Data to Excel Worksheets; 17.3 Exporting Dynamic Data to Excel PivotTables; 17.4 Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM; 17.5 Key Points; Part 5: Data Management; Chapter 18: Bulk Data Importing; 18.1 Using the Import Data Wizard; 18.2 Importing Data with Automatic Data Mapping; 18.3 Reviewing the Import Status; 18.4 Updating Data by Using Data Enrichment; 18.5 Key Points; Glossary; About Sonoma Partners; Mike Snyder; Jim Steger; Brendan Landers;

Product Details

Snyder, Mike
Microsoft Press
Steger, Jim
Landers, Brendan
O'Brien, Kara
Business Software - General
Personal Computers-Desktop Applications-General
5.0;CRM;Microsoft Dynamics;Step by Step;customer relationship management
Server Computing
Edition Description:
Trade Paper
Step by Step
Publication Date:
9.00 x 7.38 in

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Computers and Internet » Internet » Marketing
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Computers and Internet » Personal Computers » Desktop Applications » General
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Microsoft Dynamics CRM 2011 Step by Step [With Access Code] (Step by Step) New Trade Paper
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Product details 448 pages Microsoft Press - English 9780735648906 Reviews:
"Synopsis" by , The smart way to learn Microsoft Dynamics CRM 2011—one step at a time! Use the easy-to-follow lessons to master the fundamentals of creating and managing accounts; working directly within familiar tools such as Microsoft Outlook; tracking customer activity and communications; managing campaigns, leads, quotes, contracts, and orders; and employing basic to advanced reporting capabilities. Includes downloadable, ready-made practice files and complete Book.
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