Microsoft Dynamics CRM 4.0 Unleashed
Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.\ \ The authors present clear examples, proven best practices, and pitfalls to avoid in using every...
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Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage. The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM’s sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM’s most powerful new features, from its improved interface to its new mail merge and data migration tools. This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else. Detailed information on how to… Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry Thoroughly understand both the on-premise and hosted versions of Dynamics CRM Make the most of Dynamics’ new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships Manage sales leads, opportunities, accounts, contacts, marketing lists, sales collateral, campaigns, quotes, orders, and invoices Improve customer service by integrating schedules, cases, contacts, product/service information, and more Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling Efficiently administer and secure any Dynamics CRM implementation Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons
Introduction 1 1 New Features of Microsoft Dynamics CRM 3 2 Why Businesses Need a CRM System 15 3 The Evolution of Microsoft Dynamics CRM 4.0 23 4 Requirements for CRM 4.0 37 5 Setting Up CRM 4.0 55 6 Data Migration and Conversion 89 7 Common Functions 137 8 Working with Customers 179 9 Working with the Workplace 199 10 Working with Sales 241 11 Working with Marketing 283 12 Working with Service 307 13 Reporting 341 14 Settings and Configuration 375 15 E-mail Configuration 467 16 Configuration and Customization Tools 493 17 Forms Authentication 505 18 Advanced Reporting 523 19 Customizing Entities 549 20 Workflow Development 597 21 Plug-Ins 641 22 Web Services 681 23 ISV Customizations 721 24 Interacting with Custom Web Applications 735 25 Migrating Data from Other Systems to Microsoft Dynamics CRM 759 26 Third-Party Add-On Options 781 27 Other Microsoft Dynamics Products 799 Appendix 807 Index 813
