Synopses & Reviews
Get a practical introduction to Microsoft Dynamics CRMnow updated for Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM is a value-packed customer-relationship management (CRM) solution for small- and mid-market businesses. The latest version adds workflow management capabilities, and can be delivered as an on-demand service through Microsoft® Office Live. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other business applicationsincluding Microsoft Office Outlook®, Microsoft Office InfoPath®, and Microsoft SharePoint® Products and Technologiesthis is one of the only books written for both developers and those who implement business solutions. Authored by experienced practitioners, this book provides case studies, integration and performance guidelines, and toolsetsthe information you need to help you create successful CRM solutions. This book also explains how to maintain Microsoft Dynamics CRM 4.0, making it of interest to IT professionals who support Microsoft Dynamics CRM 4.0 users. And power users will learn how to customize individual Microsoft Dynamics CRM 4.0 experiences. This book includes sample data and code samples on the Web.
Configure, adapt, and extend Microsoft Dynamics CRM 2011—guided by two of the leading implementation specialists in the field. Whether you’re an IT professional, a developer, or a power user, you’ll get pragmatic, hands-on insights for customizing CRM in your organization—with or without programming.
Discover how to:
- Set up and configure your system
- Plan and configure security settings and information access
- Easily customize form attributes, views, and relationships
- Create and deploy custom reports
- Use xRM to quickly create and efficiently manage line-of-business applications
- Automate business workflows
- Extend Microsoft Dynamics CRM with scripts and assemblies
About the Author
Mike Snyder and Jim Steger are cofounders and principals at Sonoma Partners, a consulting firm specializing in Microsoft Dynamics CRM implementations. Both Mike and Jim have been recognized as Microsoft MVPs for their contributions to the Microsoft Dynamics community. Mike is one of the industrys leading CRM experts and participates in the Microsoft Dynamics Partner Advisory Council. Jim is a leading technical architect for Microsoft Dynamics CRM, with deep experience in XRM solutions complex enterprise integration projects.
Jim Steger and Mike Snyder are cofounders and principals at Sonoma Partners, a consulting firm specializing in Microsoft Dynamics CRM implementations. Both Mike and Jim have been recognized as Microsoft MVPs for their contributions to the Microsoft Dynamics community. Mike is one of the industrys leading CRM experts and participates in the Microsoft Dynamics Partner Advisory Council. Jim is a leading technical architect for Microsoft Dynamics CRM, with deep experience in XRM solutions complex enterprise integration projects.
Table of Contents
Foreword; Introduction; Who Should Read This Book; Organization of This Book; Prerelease Software; Microsoft Dynamics CRM Online; System Requirements; Code Samples; Acknowledgments; Errata & Book Support; We Want to Hear from You; Stay in Touch; Part I: Overview and Configuration; Chapter 1: Microsoft Dynamics CRM 2011 Overview; 1.1 Life Without Customer Relationship Management; 1.2 Introducing Microsoft Dynamics CRM; 1.3 Whats New in Microsoft Dynamics CRM 2011; 1.4 User Interfaces; 1.5 Entities and Solutions; 1.6 Summary; Chapter 2: Setup and Common Tasks; 2.1 Microsoft Dynamics CRM for Outlook; 2.2 Email in Microsoft Dynamics CRM; 2.3 Mail Merge; 2.4 Queues; 2.5 Summary; Chapter 3: Managing Security and Information Access; 3.1 Mapping Your Needs; 3.2 Security Concepts; 3.3 Managing Users; 3.4 Security Roles and Business Units; 3.5 Summary; Chapter 4: Data and Document Management; 4.1 Data Management; 4.2 Document Management; 4.3 Summary; Part II: Solutions; Chapter 5: Solutions Overview and Concepts; 5.1 Microsoft Dynamics CRM Customizations; 5.2 Solution Framework Overview; 5.3 Solution Components; 5.4 Solution Details; 5.5 Solution Considerations; 5.6 Summary; Chapter 6: Entity: Fields and Option Sets; 6.1 Fields; 6.2 Option Sets; 6.3 Summary; Chapter 7: Entity Customization: Forms; 7.1 Form Components; 7.2 Form Customizations; 7.3 Form Actions; 7.4 Form Controls; 7.5 Using Multiple Forms; 7.6 Summary; Chapter 8: Entity Customization: Views and Charts; 8.1 Customizing Views; 8.2 Customizing Activity Views; 8.3 Customizing Charts; 8.4 Summary; Chapter 9: Entity Customization: Relationships; 9.1 Understanding Entity Relationships; 9.2 Creating Custom Relationships; 9.3 Summary; Chapter 10: Entity Customization: Custom Entities and Activities; 10.1 Custom Entities; 10.2 Custom Activities; 10.3 Summary; Chapter 11: Solutions: Web Resources; 11.1 Web Resources Overview; 11.2 Web Resource Types; 11.3 Web Resource Examples; 11.4 Summary; Chapter 12: Solutions: Client Extensions; 12.1 Understanding the Application Navigation; 12.2 Modifying the Site Map; 12.3 Managing Form Navigation; 12.4 Modifying the Ribbon; 12.5 Summary; Chapter 13: Reports and Dashboards; 13.1 Data Delivery Design; 13.2 Accessing Reports in Microsoft Dynamics CRM; 13.3 Customizing Reports in Microsoft Dynamics CRM; 13.4 Managing Reports with Microsoft Dynamics CRM; 13.5 Customizing Dashboards in Microsoft Dynamics CRM; 13.6 Summary; Part III: Processes; Chapter 14: Workflow Processes; 14.1 Workflow Process Basics; 14.2 Workflow Process Templates; 14.3 Workflow Process Properties; 14.4 Workflow Process Step Editor; 14.5 Dynamic Values in Processes; 14.6 Monitoring Workflow Processes; 14.7 Importing and Exporting Processes; 14.8 Workflow Process Examples; 14.9 Summary; Chapter 15: Dialog Processes; 15.1 Dialog Process Basics; 15.2 Dialog Templates; 15.3 Dialog Properties; 15.4 Monitoring Dialogs; 15.5 Dialog Process Example; 15.6 Summary; About Sonoma Partners;