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Microsoft Dynamics CRM 2011 Step by Step [Pehme köide]

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  • Formaat: Paperback / softback, 448 pages, kõrgus x laius x paksus: 230x190x25 mm, kaal: 753 g
  • Ilmumisaeg: 15-Jan-2011
  • Kirjastus: Microsoft Press,U.S.
  • ISBN-10: 0735648905
  • ISBN-13: 9780735648906
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Microsoft Dynamics CRM 2011 Step by StepSuurem pilt
  • Formaat: Paperback / softback, 448 pages, kõrgus x laius x paksus: 230x190x25 mm, kaal: 753 g
  • Ilmumisaeg: 15-Jan-2011
  • Kirjastus: Microsoft Press,U.S.
  • ISBN-10: 0735648905
  • ISBN-13: 9780735648906
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9780735648906.html
Märksõnad:

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.

Acknowledgments xi
Introduction xiii
A Word About Sandbox Environments xiii
About the Examples in This Book xiii
Looking Forward xiv
Features and Conventions of This Book xv
How to Access Your Online Edition Hosted by Safari xvii
How to Download the Online Edition to Your Computer xix
Using the Practice Files xxi
Book Support xxiii
Errata xxiii
We Want to Hear from You xxiii
Stay in Touch xxiii
Getting Help with Microsoft Dynamics CRM 2011 xxiv
More Information xxvi
Part 1 Overview
1 Introduction to Microsoft Dynamics CRM
3(16)
What Is Microsoft Dynamics CRM?
5(3)
Microsoft Dynamics CRM Deployment Options
8(1)
Integrating with Other Microsoft Products
8(1)
Logging On to Microsoft Dynamics CRM Online
9(2)
Logging On to Microsoft Dynamics CRM
11(2)
Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook
13(2)
Logging On to Microsoft Dynamics CRM via Mobile Express
15(2)
Key Points
17(2)
2 Getting Around in Microsoft Dynamics CRM
19(26)
Understanding the Microsoft Dynamics CRM User Interface
20(4)
Using Views to Work with Data Records
24(1)
Sorting Records in a View
25(2)
Selecting and Refreshing Records in a View
27(2)
Editing Multiple Records in a View
29(1)
Using Quick Find to Search for Records in a View
30(2)
Setting a Default Personal View
32(2)
Accessing Recently Visited Records and Views
34(1)
Using Lookups and Automatic Resolution
35(4)
Setting Personal Options
39(2)
Using the Resource Center
41(1)
Accessing Help in Microsoft Dynamics CRM
42(1)
Key Points
43(2)
3 Working with Accounts and Contacts
45(22)
Creating an Account
47(2)
Using Parent Accounts and Sub-Accounts
49(2)
Creating a Contact
51(5)
Sidebar: Why Is It Called "Parent Customer"?
52(4)
Attaching Files to Accounts and Contacts
56(1)
Deactivating and Activating Records
57(2)
Sharing Accounts and Contacts with Other Users
59(2)
Assigning Accounts and Contacts to Other Users
61(1)
Merging Account or Contact Records
62(3)
Key Points
65(2)
4 Working with Activities and Notes
67(28)
Sidebar: Creating Activities by Using Microsoft Dynamics CRM Workflow
68(1)
Understanding Activity Types
69(2)
Sidebar: Custom Activity Types
70(1)
Understanding the Regarding Field
71(5)
Creating Follow-Up Activities
76(2)
Viewing Open and Completed Activities for a Record
78(7)
Creating a Note
85(3)
Managing Your Activities
88(3)
Sending Direct Email Messages
91(2)
Key Points
93(2)
5 Using Microsoft Dynamics CRM for Outlook
95(34)
Accessing CRM Records Within Microsoft Dynamics CRM for Outlook
97(4)
Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook
101(1)
Synchronizing Contacts, Tasks, and Appointments
102(3)
Creating and Tracking Contacts
105(3)
Using the Add Contacts Wizard
108(4)
Creating and Tracking Tasks and Appointments
112(1)
Sending and Tracking Email Messages in Microsoft Dynamics CRM for Outlook
113(5)
Deleting Records in Microsoft Dynamics CRM for Outlook
118(3)
Going Offline with Microsoft Dynamics CRM for Outlook
121(2)
Configuring Synchronization Filters
123(3)
Key Points
126(3)
Part 2 Sales and Marketing
6 Working with Leads and Opportunities
129(22)
Understanding Leads and Opportunities
130(2)
Creating a Lead and Tracking Lead Sources
132(2)
Qualifying a Lead
134(2)
Disqualifying a Lead
136(2)
Creating an Opportunity
138(2)
Using Opportunities to Forecast Potential Sales
140(4)
Closing an Opportunity
144(2)
Reopening an Opportunity
146(2)
Converting an Email Activity to a Lead
148(1)
Key Points
149(2)
7 Using Marketing Lists
151(26)
Creating a Static Marketing List
152(3)
Adding Members to a List by Using a Lookup
155(2)
Adding Members to a List by Using Advanced Find
157(2)
Removing Members from a List by Using Advanced Find
159(2)
Evaluating Members Included in a List by Using Advanced Find
161(2)
Removing Selected Members from a List
163(2)
Creating a Dynamic Marketing List
165(2)
Copying Members to Another Marketing List
167(2)
Creating Opportunities from List Members
169(3)
Using Mail Merge to Generate a Word Document That Includes List Member Information
172(3)
Key Points
175(2)
8 Managing Campaigns and Quick Campaigns
177(18)
Creating a Campaign
179(2)
Adding Planning Activities
181(2)
Selecting Target Marketing Lists
183(2)
Adding Target Products and Sales Literature
185(2)
Relating Campaigns
187(2)
Creating Campaign Templates
189(1)
Copying Campaign Records
189(2)
Using Quick Campaigns
191(2)
Key Points
193(2)
9 Working with Campaign Activities and Responses
195(24)
Creating a Campaign Activity
196(4)
Associating a Marketing List to a Campaign Activity
200(2)
Distributing a Campaign Activity
202(4)
Recording a Campaign Response
206(3)
Promoting a Campaign Activity to a Campaign Response
207(2)
Converting a Campaign Response
209(3)
Viewing Campaign Results
212(4)
Viewing Specific Campaign Information
214(2)
Key Points
216(3)
Part 3 Service
10 Tracking Service Requests
219(16)
Creating and Assigning a Service Request Case
220(6)
Sidebar: Configuring the Subject Tree
224(2)
Managing Service Request Activities
226(2)
Resolving a Service Request Case
228(2)
Canceling and Reopening a Service Request Case
230(3)
Key Points
233(2)
11 Using the Knowledge Base
235(20)
Creating and Submitting a Knowledge Base Article
237(4)
Publishing a Knowledge Base Article
241(2)
Searching for a Knowledge Base Article
243(2)
Removing an Article from the Knowledge Base
245(4)
Creating Article Templates
249(4)
Key Points
253(2)
12 Working with Contracts and Queues
255(24)
Creating a Service Contract
256(8)
Activating and Renewing a Contract
264(5)
Working with Service Queues
269(6)
Key Points
275(4)
Part 4 Reporting and Analysis
13 Working with Filters and Charts
279(18)
Applying Filters to Your Data and Saving Filtered Views
280(2)
Setting Additional Filters on a Saved View
282(1)
Using Charts to Analyze Microsoft Dynamics CRM Data
283(5)
Creating a New Chart
288(4)
Sharing a Chart
292(2)
Key Points
294(3)
14 Using Dashboards
297(22)
Using Built-in Dashboards
298(5)
Creating Additional Dashboards
303(5)
Editing Dashboards
308(6)
Setting a Default Dashboard
314(1)
Sharing a Dashboard
315(2)
Key Points
317(2)
15 Using the Report Wizard
319(24)
Creating a Report with the Report Wizard
322(6)
Modifying a Report
328(4)
Sharing a Report
332(2)
Scheduling a Report
334(3)
Categorizing a Report
337(4)
Key Points
341(2)
16 Using Advanced Find
343(20)
Performing Advanced Find Queries
344(5)
Organizing and Formatting Advanced Find Results
349(4)
Creating and Sharing a Saved View
353(3)
Using Advanced Filter Criteria
356(2)
Using Edit Multiple Records and Assign Multiple Records from Advanced Find
358(3)
Key Points
361(2)
17 Reporting with Excel
363(18)
Exporting Static Data to Excel Worksheets
364(4)
Exporting Dynamic Data to Excel Worksheets
368(3)
Exporting Dynamic Data to Excel PivotTables
371(6)
Sidebar: Advanced PivotTables
376(1)
Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM
377(1)
Key Points
378(3)
Part 5 Data Management
18 Bulk Data Importing
381(18)
Using the Import Data Wizard
382(6)
Importing Data with Automatic Data Mapping
388(3)
Reviewing the Import Status
391(3)
Updating Data by Using Data Enrichment
394(4)
Key Points
398(1)
Glossary 399(4)
Index 403(16)
About Sonoma Partners 419
Brendan Landers is a consulting director at Sonoma Partners, overseeing all of the companys 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 bachelors degree in management information systems from the University of Iowa.