Microsoft Dynamics CRM 2011 Step by Step - Snyder_ Mike.pdf

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PUBLISHED BY
Mcrosoft Press
A Dvson of Mcrosoft Corporaton
One Mcrosoft Way
Redmond, Washngton 98052-6399
Copyrght © 2011 by Mke Snyder and Jm Steger
A rghts reserved No part of the contents of ths book may be reproduced or transmtted n any form or by any
means wthout the wrtten permsson of the pub sher
Lbrary of Congress Contro Number 2010941617
ISBN 978-0-7356-4890-6
Prnted and bound n the Unted States of Amerca
Mcrosoft Press books are ava abe through bookse ers and dstrbutors wordwde For further nfor maton about
nternatona edtons, contact your oca Mcrosoft Corporaton ofice or contact Mcrosoft Press Internatona
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ther respectve owners
The exampe companes, organzatons, products, doman names, e-ma addresses, ogos, peope, paces, and
events depcted heren are icttous No assocaton wth any rea company, organzaton, product, doman name,
e-ma address, ogo, person, pace, or event s ntended or shoud be nferred
Ths book expresses the author’s vews and opnons The nformaton contaned n ths book s provded wthout
any express, statutory, or mp ed warrantes Nether the authors, Mcrosoft Corporaton, nor ts rese ers, or
dstrbutors w be hed abe for any damages caused or a eged to be caused ether drecty or ndrecty by
ths book
Acquisitions Editor: Todd Merr
Developmental Editor: Devon Musgrave
Project Editor: Vaere Woo ey
Editorial Production: On ne Tranng Soutons, Inc
Technical Reviewer: Jennfer Ford; Technca Revew servces provded by Content Master, a member of
CM Group, Ltd
Cover: Grvn
Body Part No X17-37450
Contents
A Word About Sandbox Environments ......................................xiii
About the Examples in This Book...........................................xiii
Looking Forward.........................................................xiv
How to Download the Online Edition to Your Computer.......................xix
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
What Is Microsoft Dynamics CRM?...........................................5
Microsoft Dynamics CRM Deployment Options ...............................8
Integrating with Other Microsoft Products....................................8
Logging On to Microsoft Dynamics CRM Online...............................9
Logging On to Microsoft Dynamics CRM ....................................11
Accessing Microsoft Dynamics CRM by Using
Microsoft Dynamics CRM for Outlook ......................................13
Logging On to Microsoft Dynamics CRM via Mobile Express...................15
Key Points...............................................................17
What do you think of this book? We want to hear from you!
Mcrosoft s nterested n hearng your feedback so we can contnua y mprove our books and earnng resources for
you. To partcpate n a bref on ne survey, pease vst:
microsoft.com/learning/booksurvey
iii
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iv Contents
Understanding the Microsoft Dynamics CRM User Interface ...................20
Using Views to Work with Data Records.....................................24
Sorting Records in a View .................................................25
Selecting and Refreshing Records in a View..................................27
Editing Multiple Records in a View..........................................29
Using Quick Find to Search for Records in a View.............................30
Setting a Default Personal View ............................................32
Accessing Recently Visited Records and Views................................34
Using Lookups and Automatic Resolution ...................................35
Setting Personal Options..................................................39
Using the Resource Center.................................................41
Accessing Help in Microsoft Dynamics CRM .................................42
Key Points...............................................................43
Creating an Account......................................................47
Using Parent Accounts and Sub-Accounts ...................................49
Creating a Contact .......................................................51
Sidebar: Why Is It Called “Parent Customer”?............................52
Attaching Files to Accounts and Contacts....................................56
Deactivating and Activating Records........................................57
Sharing Accounts and Contacts with Other Users.............................59
Assigning Accounts and Contacts to Other Users.............................61
Merging Account or Contact Records.......................................62
Key Points...............................................................65
4 Working with Activities and Notes
67
Sidebar: Creating Activities by Using Microsoft Dynamics
CRM Worklow......................................................68
Understanding Activity Types..............................................69
Sidebar: Custom Activity Types........................................70
Understanding the Regarding Field.........................................71
Creating Follow-Up Activities ..............................................76
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Contents v
Viewing Open and Completed Activities for a Record.........................78
Creating a Note..........................................................85
Managing Your Activities..................................................88
Sending Direct Email Messages ............................................91
Key Points...............................................................93
Accessing CRM Records Within Microsoft Dynamics CRM for Outlook...........97
Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook..........101
Synchronizing Contacts, Tasks, and Appointments...........................102
Creating and Tracking Contacts ...........................................105
Using the Add Contacts Wizard ...........................................108
Creating and Tracking Tasks and Appointments .............................112
Sending and Tracking Email Messages in Microsoft Dynamics
CRM for Outlook........................................................113
Deleting Records in Microsoft Dynamics CRM for Outlook....................118
Going Ofline with Microsoft Dynamics CRM for Outlook.....................121
Coniguring Synchronization Filters........................................123
Key Points..............................................................126
Part 2 Sales and Marketing
Understanding Leads and Opportunities ...................................130
Creating a Lead and Tracking Lead Sources.................................132
Qualifying a Lead .......................................................134
Disqualifying a Lead .....................................................136
Creating an Opportunity .................................................138
Using Opportunities to Forecast Potential Sales .............................140
Closing an Opportunity ..................................................144
Reopening an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Converting an Email Activity to a Lead .....................................148
Key Points..............................................................149
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