Table of Contents

Acknowledgments; Mike Snyder’s Acknowledgments; Jim Steger’s 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;