Wiley Microsoft Dynamics CRM 4 For Dummies Datasheet

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Contents at a Glance

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

Part I: Microsoft CRM Basics.........................................7

Chapter 1: Taking a First Look at Microsoft CRM 4........................................................9

Chapter 2: Using the Outlook Client — Or Not.............................................................21

Chapter 3: Navigating the Microsoft CRM System .......................................................29

Part II: Setting Things Up ...........................................45

Chapter 4: Personalizing Your System...........................................................................47

Chapter 5: Managing Territories.....................................................................................63

Chapter 6: Managing Business Units and Teams..........................................................69

Chapter 7: Using the Product Catalog ...........................................................................75

Chapter 8: Understanding Security and Access Rights ...............................................89

Chapter 9: Implementing Business Rules and Workflow ...........................................101

Chapter 10: Creating and Running Reports ................................................................117

Part III: Managing Sales ...........................................135

Chapter 11: Setting Sales Quotas and Dealing with Forecasts .................................137

Chapter 12: Handling Leads and Opportunities .........................................................149

Chapter 13: Working with Accounts and Contacts ....................................................165

Chapter 14: Creating and Managing Activities............................................................179

Chapter 15: Using Notes and Attachments .................................................................191

Chapter 16: Generating Quotes, Orders, and Invoices ..............................................197

Chapter 17: Setting Up Sales Literature and Dealing with Competitors..................207

Chapter 18: Implementing Sales Processes.................................................................215

COPYRIGHTED MATERIAL

Chapter 19: Targeting Accounts and Contacts ...........................................................223

Chapter 20: Managing Campaigns ................................................................................243

Chapter 21: Integrating Your Web Site.........................................................................267

Part V: Taking Care of Your Customers .......................275

Chapter 22: Working with Cases...................................................................................277

Chapter 23: Managing Your Subjects ...........................................................................295

Chapter 24: Creating and Using the Knowledge Base................................................311

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Chapter 25: Managing Queues ......................................................................................323

Chapter 26: Working with Contracts............................................................................333

Part VI: The Part of Tens ...........................................347

Chapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4 ..................349

Chapter 28: Ten Ways to Get Help................................................................................355

Appendix A: Converting to Microsoft CRM.................................................................365

Appendix B: Managing Your Data.................................................................................373

Index .......................................................................389

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Table of Contents

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

How CRM Fits in the Market ...........................................................................1

How to Use This Book .....................................................................................2

Foolish Assumptions .......................................................................................2

How This Book Is Organized...........................................................................3

Part I: Microsoft CRM Basics.................................................................3

Part II: Setting Things Up.......................................................................3

Part III: Managing Sales..........................................................................3

Part IV: Making the Most of Marketing ................................................4

Part V: Taking Care of Your Customers ...............................................4

Part VI: The Part of Tens .......................................................................4

Icons Used in This Book..................................................................................5

Where to Go from Here....................................................................................5

Part I: Microsoft CRM Basics .........................................7

Chapter 1: Taking a First Look at Microsoft CRM 4 . . . . . . . . . . . . . . . . .9

Tracking Your Contacts .................................................................................10

Communicating with the Outside World.....................................................10

Integrating with Accounting .........................................................................11

Why integrate? ......................................................................................11

Other accounting systems ..................................................................12

Setting Up Business Processes.....................................................................12

Coordinating Microsoft CRM with Your Success Plan...............................13

Defining your goals ..............................................................................14

Implementing a pilot program ............................................................15

Live versus On-Premise.................................................................................15

Security..................................................................................................16

Access ....................................................................................................16

Total cost of ownership .......................................................................17

Being Mobile ...................................................................................................18

Server Editions ...............................................................................................18

Workgroup.............................................................................................18

Professional...........................................................................................19

Enterprise ..............................................................................................19

Migrating from one version to another .............................................19

Using Microsoft CRM Successfully...............................................................20

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Chapter 2: Using the Outlook Client — Or Not . . . . . . . . . . . . . . . . . . . .21

The Microsoft CRM Online Outlook Client .................................................22

The Microsoft CRM Offline Outlook Client .................................................25

The Microsoft CRM Web Client ....................................................................26

What’s New in Microsoft CRM 4 Outlook Client.........................................26

Chapter 3: Navigating the Microsoft CRM System . . . . . . . . . . . . . . . .29

Whirlwind Tour of the Screen.......................................................................29

Navigation pane ....................................................................................30

Status bar ..............................................................................................31

Window ..................................................................................................31

First Things First — Signing On....................................................................33

The Workplace Is Your Starting Point..........................................................34

Navigating at the application level.....................................................34

Navigating at the record level.............................................................35

Your first navigation lessons...............................................................36

Filtering and Searching for Records ............................................................38

Filtering records ...................................................................................39

Searching with the magnifying glass icon .........................................40

Searching with the Form Assistant ....................................................40

Searching with the Advanced Find feature .......................................41

Using the Resource Center ...........................................................................44

Part II: Setting Things Up ............................................45

Chapter 4: Personalizing Your System . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Tailoring the System to Suit Your Needs.....................................................47

General tab: Customizing a variety of user preferences .................48

Workplace tab: Simplifying your navigation pane............................51

Activities tab: Displaying appointments and setting your work hours ..................................................................52

Formats tab: Adapting CRM to your part of the world....................53

E-mail Templates tab: Speed the process of handling e-mails........54

E-mail tab: Routing your CRM messages ...........................................55

Privacy tab: Indicating when to report errors to Microsoft............56

Language tab: Choosing the language you see onscreen................57

Establishing Your User Profile ......................................................................57

Providing general information about yourself .................................59

Joining teams to share records ..........................................................60

Viewing security roles..........................................................................60

Announcing which hours you’ll be working .....................................60

Monitoring workflows..........................................................................61

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Chapter 5: Managing Territories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Setting Up Sales Territories ..........................................................................64

Managing Territories .....................................................................................67

Chapter 6: Managing Business Units and Teams . . . . . . . . . . . . . . . . .69

Managing Business Units ..............................................................................69

Managing Teams.............................................................................................71

Creating teams ......................................................................................72

Assigning users to teams.....................................................................73

Chapter 7: Using the Product Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Overview of the Product Catalog .................................................................75

Getting to the Product Catalog Window......................................................76

Creating a Discount List ................................................................................77

Creating a Unit Group ....................................................................................80

Creating a Price List.......................................................................................82

Adding Products.............................................................................................85

Chapter 8: Understanding Security and Access Rights . . . . . . . . . . . .89

Security Overview..........................................................................................90

Setting Restrictions with User Privileges....................................................91

Further Defining Permissions with Access Levels.....................................91

Looking at Predefined Roles .........................................................................92

Assigning Roles ..............................................................................................94

Sharing Information with Others on Your Team ........................................95

Defining a team .....................................................................................95

Sharing and assigning ..........................................................................95

Unsharing ..............................................................................................95

Sharing and Not Sharing Data.......................................................................96

Sharing records.....................................................................................96

Sharing multiple records .....................................................................98

Unsharing records................................................................................98

Assigning records .................................................................................99

Streamlining the assignment of permissions ..................................100

Chapter 9: Implementing Business Rules and Workflow . . . . . . . . .101

Workflow Components ................................................................................102

Limitations of Workflow ..............................................................................102

Creating Workflow Rules .............................................................................103

Testing a new rule ..............................................................................108

Creating On-Demand (manual) rules ...............................................109

Creating follow-up rules ....................................................................110

Testing a manual rule.........................................................................112

Monitoring Your Workflow..........................................................................112

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Workflow Glossary .......................................................................................114

Events ..................................................................................................114

Conditions ...........................................................................................114

Actions .................................................................................................115

To workflow infinity and beyond......................................................116

Chapter 10: Creating and Running Reports . . . . . . . . . . . . . . . . . . . . . .117

Adding Report Categories...........................................................................117

Navigating the Report Area.........................................................................118

Using Viewing Options ................................................................................123

Exporting and Printing Your Report ..........................................................124

Accessing the Report Wizard .....................................................................125

Report Settings .............................................................................................129

Editing Reports.............................................................................................131

Creating Excel Reports ................................................................................132

Part III: Managing Sales............................................135

Chapter 11: Setting Sales Quotas and Dealing with Forecasts . . . .137

How a Manager Sets Up Quotas .................................................................137

Fiscal year settings.............................................................................138

Setting up a salesperson’s quota......................................................139

Entering Sales Forecasts .............................................................................141

Updating Your Forecasts .............................................................................144

Examining the Forecasts .............................................................................145

Printing a report .................................................................................145

Using Excel to examine forecast data ..............................................146

Chapter 12: Handling Leads and Opportunities . . . . . . . . . . . . . . . . . .149

Processing Leads from Suspects................................................................150

Getting to the Leads window ............................................................150

Creating a lead manually ...................................................................150

Modifying a lead .................................................................................152

Giving up on a lead.............................................................................153

Resurrecting a lead ............................................................................154

Turning a Lead into an Opportunity..........................................................155

Handling Opportunities...............................................................................156

Creating and modifying opportunities.............................................156

Assigning and sharing opportunities...............................................159

Relating opportunities to activities or other records....................161

Managing stages and relationships..................................................162

Closing, reopening, and deleting opportunities .............................162

Chapter 13: Working with Accounts and Contacts . . . . . . . . . . . . . . .165

Adding and Editing Contacts ......................................................................166

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Adding and Editing Accounts and Subaccounts ......................................166

Exploring account records and their four sections .......................167

Setting up subaccounts .....................................................................171

Finding and Viewing Account Information................................................172

Finding an account by name .............................................................172

Using Advanced Find to perform a more sophisticated search ...173

Assigning and Sharing Accounts................................................................175

Assigning accounts to users .............................................................175

Sharing accounts ................................................................................176

Chapter 14: Creating and Managing Activities . . . . . . . . . . . . . . . . . .179

No Outlook Here...........................................................................................180

Viewing Your Calendar ................................................................................181

Viewing Your Activities ...............................................................................182

Creating an Appointment for Yourself from the Activities Screen.........184

Scheduling for Other People.......................................................................186

Assigning an Activity to Someone..............................................................186

Completing an Activity ................................................................................188

Chapter 15: Using Notes and Attachments . . . . . . . . . . . . . . . . . . . . . .191

Creating Notes ..............................................................................................191

Creating Attachments..................................................................................193

Deleting a Note or an Attachment..............................................................195

Chapter 16: Generating Quotes, Orders, and Invoices . . . . . . . . . . . .197

Creating and Activating Quotes .................................................................198

Creating a quote .................................................................................198

Activating a quote ..............................................................................202

Associating Opportunities and Quotes .....................................................203

Printing a Quote ...........................................................................................203

Converting a Quote to an Order.................................................................204

Generating Invoices from Orders ...............................................................205

Chapter 17: Setting Up Sales Literature and

Dealing with Competitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .207

Adding Literature .........................................................................................207

Modifying Literature ....................................................................................211

Relating Literature to Competitors............................................................212

Adding and Tracking Competitors.............................................................213

Chapter 18: Implementing Sales Processes . . . . . . . . . . . . . . . . . . . . .215

The General Principles ................................................................................216

Alerts....................................................................................................216

Escalation ............................................................................................217

Feedback and analysis .......................................................................218

Planning Your Sales Stages .........................................................................218

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Part IV: Making the Most of Marketing .......................221

Chapter 19: Targeting Accounts and Contacts . . . . . . . . . . . . . . . . . . .223

Targeting the Right People..........................................................................224

Developing and Saving Marketing Lists ....................................................227

Creating marketing lists.....................................................................228

Adding members to the marketing list ............................................229

Populating a marketing list using Advanced Find..........................233

Editing a Marketing List...............................................................................235

Removing Records from a Marketing List.................................................236

Merging Mail from Marketing Lists ............................................................239

Chapter 20: Managing Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . .243

Developing Your Campaign.........................................................................244

Creating Campaigns .....................................................................................245

Planning Tasks ..............................................................................................248

Defining Campaign Activities......................................................................250

Distributing Campaign Activities ...............................................................255

Recording Campaign Responses ................................................................260

Relating Campaigns to Each Other ............................................................262

Working with Quick Campaigns .................................................................263

Chapter 21: Integrating Your Web Site . . . . . . . . . . . . . . . . . . . . . . . . .267

Sending E-Mail to a Queue ..........................................................................267

Creating Records with Programming.........................................................271

Creating a Web Portal ..................................................................................271

Part V: Taking Care of Your Customers ........................275

Chapter 22: Working with Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .277

Case Management Overview ......................................................................278

Working in the Cases Window ....................................................................279

Creating Cases ..............................................................................................281

Filling in the General tab ...................................................................282

Filling in the Notes and Article tab ..................................................285

Assigning and Accepting Cases..................................................................288

Tending to Cases ..........................................................................................291

Resolving a case .................................................................................292

Reactivating a case.............................................................................294

Chapter 23: Managing Your Subjects . . . . . . . . . . . . . . . . . . . . . . . . . . .295

Tips for Defining Your Subjects..................................................................296

Accessing the Subjects Window.................................................................297

Adding a Subject ..........................................................................................298

Editing a Subject...........................................................................................300

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Removing a Subject......................................................................................301

Relating Subjects to Other Entities............................................................301

Relating subjects to cases .................................................................302

Putting the case link to work ............................................................303

Relating a subject to a knowledge base article ..............................305

Putting the article link to work .........................................................308

Relating a subject to the product catalog .......................................308

Relating a subject to sales literature ...............................................310

Chapter 24: Creating and Using the Knowledge Base . . . . . . . . . . . .311

Organizing Information for Your Knowledge Base...................................311

Creating Article Templates .........................................................................312

Creating a Knowledge Base Article............................................................314

Submitting a draft article...................................................................317

Approving an article ..........................................................................318

Searching the Knowledge Base ..................................................................320

Chapter 25: Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .323

Queue Overview...........................................................................................324

Looking at Personal and Public Queues....................................................325

Creating a Queue ..........................................................................................326

Working with Cases and Activities Assigned to Queues .........................328

Assigning an activity to a queue.......................................................329

Accepting Queue Assignments...................................................................331

Chapter 26: Working with Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . .333

Creating a Contract Template.....................................................................334

Understanding Contract Status ..................................................................336

Creating a Contract ......................................................................................337

Adding Contract Lines to a New Contract ................................................341

Renewing a Contract....................................................................................344

Creating a Case and Linking It to a Contract ............................................344

Part VI: The Part of Tens ............................................347

Chapter 27: The Top 10 (Or So) Add-on Products for Microsoft CRM 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .349

Checking Spelling with Google Toolbar.....................................................350

Automating Processes and Generating Alerts..........................................351

Increasing Your Productivity with c360 ....................................................352

Increasing Your Productivity with Axonom’s Powertrak ........................353

Migrating and Manipulating Your Data......................................................353

Accessing Instant Advice, Tips, and Tricks ..............................................354

Displaying Data in Graphical Formats .......................................................354

Upgrading Your Service Area......................................................................354

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Chapter 28: Ten Ways to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355

Using Microsoft CRM’s Built-in Help..........................................................356

Reading the Blog ..........................................................................................357

Accessing the Resource Center..................................................................357

Getting the Straight Story from Newsgroups or Forums ........................358

Finding an Expert .........................................................................................361

Using Technical Sites for Developers ........................................................362

Investing in Training ....................................................................................362

Selecting Microsoft Packaged Service and Support ................................363

Getting in Touch with Us.............................................................................364

Accessing General CRM Resources Online ...............................................364

Appendix A: Converting to Microsoft CRM . . . . . . . . . . . . . . . . . . . . . .365

Developing a Process for the Conversion.................................................366

Evaluating the Current System...................................................................366

Defining Expectations..................................................................................367

A Word on Reports.......................................................................................368

Designing the System...................................................................................369

Implementing the Design ............................................................................370

Testing the System .......................................................................................370

Cleaning the Data .........................................................................................370

Migrating the Data........................................................................................371

Training the Staff ..........................................................................................372

Appendix B: Managing Your Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . .373

Tips for Creating Duplicate Detection Rules ............................................373

To Dot or Not to Dot, That Is the Question...............................................374

Defining Duplicate Detection Rules ...........................................................375

Creating a Duplicate Detection Rule..........................................................376

Editing a Duplicate Detection Rule ............................................................378

Putting the Rule to Work .............................................................................379

Importing and Exporting .............................................................................380

Creating data maps ............................................................................381

Editing data maps...............................................................................384

Importing records ..............................................................................384

Exporting and re-importing data ......................................................386

Index........................................................................389