sams teach yourself microsoft dynamics crm 2011 in 24 hours

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800 East 96th Street, Indianapolis, Indiana, 46240 USA

Anne Stanton

SamsTeachYourself

Hours

in24

Microsoft®

Dynamics

CRM 2011

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ptg7481383

Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours

Copyright © 2012 by Pearson Education, Inc.

All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or

transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without

written permission from the publisher. No patent liability is assumed with respect to the use of

the information contained herein. Although every precaution has been taken in the preparation of

this book, the publisher and author assume no responsibility for errors or omissions. Nor is any

liability assumed for damages resulting from the use of the information contained herein.

Editor-in-Chief

Greg Wiegand

Executive Editor

Loretta Yates

Development

Editor

Sharon Fields

Managing Editor

Kristy Hart

Project Editor

Betsy Harris

Copy Editor

Kitty Wilson

Indexer

Erika Millen

Proofreader

Kathy Ruiz

Technical Editor

John O’Donnell

Publishing

Coordinator

Cindy Teeters

Book Designer

Gary Adair

Senior Compositor

Gloria Schurick

The Library of Congress Cataloging-in-Publication data is on file.

Printed in the United States of America

First Printing January 2012

Trademarks

All terms mentioned in this book that are known to be trademarks or service marks have been

appropriately capitalized. Sams Publishing cannot attest to the accuracy of this information. Use

of a term in this book should not be regarded as affecting the validity of any trademark or service

mark.

Warning and Disclaimer

Every effort has been made to make this book as complete and as accurate as possible, but no

warranty or fitness is implied. The information provided is on an “as is” basis. The author and the

publisher shall have neither liability nor responsibility to any person or entity with respect to any

loss or damages arising from the information contained in this book.

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ISBN-13: 978-0-672-33537-2

ISBN-10: 0-672-33537-9

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Contents at a Glance

Introduction................................................................................ 1

Part I: Introduction to the Business Use of Microsoft Dynamics CRM

HOUR 1 What Is Microsoft Dynamics CRM? ................................................. 3

2 The Basic Vocabulary of CRM Functionality ................................... 29

3 Microsoft Dynamics CRM 2011: What’s New................................... 43

4 Infrastructure Choices ................................................................. 61

Part II: The Structure of Microsoft Dynamics CRM

HOUR 5 Security .................................................................................... 77

6 Managing Leads ...................................................................... 121

7 The Account Entity in More Detail .............................................. 143

8 The Sales Funnel ...................................................................... 161

9 Marketing Campaigns............................................................... 179

Part III: Getting Started Using the Software

HOUR 10 Entering Data as a Salesperson................................................... 205

11 Configuring Your Interaction with Microsoft Dynamics CRM ........... 223

12 Contacts and Activity Capture.................................................... 249

13 Sending E-mail from Microsoft Dynamics CRM.............................. 271

14 Microsoft Word Mail Merge ........................................................ 285

15 Outlook Integration .................................................................. 309

16 Workflows: Creating Simple Workflows ........................................ 323

Part IV: The Support Department

HOUR 17 Support Management ............................................................... 341

18 Contracts, Cases, and Capturing Time ......................................... 355

19 Scheduling .............................................................................. 377

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Part V: Reporting

HOUR 20 Utilizing the Power of Microsoft Excel with CRM Data .................... 395

21 Reporting and Query Basics ....................................................... 415

Part VI: Extending the Application

HOUR 22 Integrating Microsoft Dynamics CRM 2011 into

Other Applications ................................................................... 437

23 Microsoft Dynamics CRM Tools and Utilities ................................. 449

24 Microsoft Dynamics CRM as a Development Framework................. 465

Index ..................................................................................... 485

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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

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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

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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

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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

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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: Extending 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

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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

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About the Author

Anne Stanton started her career in the 1980s, as a programmer working with ancient lan￾guages such as Fortran 77, Basic, Turbo Pascal, and Cobol. She then built out her expertise

as a master of software applications, consulting, marketing, sales, social media, and grass￾roots marketing and customer relations. Anne has spent 27 years working with technology

and is still passionate about all that it can do to help businesses achieve efficiency and

growth. Her most recent focus has been working with the Microsoft Dynamics xRM platform

and Microsoft Dynamics CRM software. She was awarded the seventh Microsoft MVP for

CRM and has a long-running blog (www.crmlady.com) and Twitter feed (crmlady) on the

subject. She has worked with Microsoft Dynamics CRM as a customer, partner practice

leader, consultant, and enterprise user since version 1.2, released in 2004.

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Dedication

This book is dedicated to the people who love and have loved me and to the children I was

lucky enough to raise into adults, of whom I could not be more proud.

It is also dedicated to the community of passionate people who, for no other reason than to

help, continue to participate in the online forums, post incredibly helpful knowledge on

various blogs, keep Twitter updated in real time, and share their personal lives on Facebook

and other social media platforms. This includes peers, friends, and family members who

have been there in one form or another through some crazy times.

Acknowledgments

My deepest thanks to the following contributing writers, who, through their writing and

dedication, have helped me to finalize and release this book despite a number of personal

delays and distractions over the past year: Robert Peledie (Hours 6 and 19), Scott Colson

(Hour 18), Guy Riddle (Hour 5), Steve Noe (Hours 7 and 14), Glenn Sharp (Hour 10), Kyle

O’Connor (Hours 23 and 24), John Gravely (Hour 9), and Pierre Hulsebus (Hours 20, 21,

and 22).

And an extra thank you to the team of people at Pearson Education and the editors who

told me like it was, helped bring the content to the next level, and were a great team to

work with. They were extremely valuable to this book and to the Microsoft Dynamics CRM

community as a whole.

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We Want to Hear from You!

As the reader of this book, you are our most important critic and commentator. We value

your opinion and want to know what we’re doing right, what we could do better, what

areas you’d like to see us publish in, and any other words of wisdom you’re willing to pass

our way.

You can e-mail or write me directly to let me know what you did or didn’t like about this

book—as well as what we can do to make our books stronger.

Please note that I cannot help you with technical problems related to the topic of this book, and

that due to the high volume of mail I receive, I might not be able to reply to every message.

When you write, please be sure to include this book’s title and author as well as your name

and phone number or e-mail address. I will carefully review your comments and share

them with the author and editors who worked on the book.

E-mail: [email protected]

Mail: Greg Wiegand

Editor-in-Chief

Sams Publishing

800 East 96th Street

Indianapolis, IN 46240 USA

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