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Microsoft Dynamics CRM 2011 administration bible /

A guide to Microsoft CRM covers such topics as managing users, navigating CRM lists, using Outlook, using functions, working with CRM entities, using custom code, using reporting tools, and connecting to other systems.

Detalles Bibliográficos
Clasificación:	Libro Electrónico
Autor principal:	Wittemann, Matthew
Otros Autores:	Ables, Geoff
Formato:	Electrónico eBook
Idioma:	Inglés
Publicado:	Indianapolis, IN : Wiley Pub., ©2011.
Colección:	Bible.
Temas:	Microsoft CRM. Microsoft CRM Microsoft CRM (Computer software) Customer relations > Management > Data processing. Management information systems. Management Information Systems Systèmes d'information de gestion. BUSINESS & ECONOMICS > Customer Relations. Customer relations > Management > Data processing Management information systems Customer relations > Management > Computer software. Customer relations > Data processing > Computer software.
Acceso en línea:	Texto completo (Requiere registro previo con correo institucional)

Tabla de Contenidos:

Machine generated contents note: ch. 1 Familiarizing Yourself with CRM
Managing Customers with CRM
Understanding complex customer relationships
Understanding where CRM ends and ERP begins
Getting Acquainted with CRM: Concepts and Terminology
Understanding basic terminology
Users
Accounts and contacts
Customers
Activities and history
Understanding sales terminology
Leads
Opportunities
Understanding service and call center terminology
Cases
Knowledge Base
Understanding marketing terminology
Campaigns
Marketing lists
Sales literature
Understanding What Makes Microsoft Dynamics CRM Unique
Using CRM with Microsoft Office
Microsoft Outlook
Microsoft Excel
Microsoft Word
Other Microsoft product integration
Customizing Dynamics CRM
Supporting Dynamics CRM
Dynamics CRM administration
Dynamics CRM server management
Scaling CRM to different organizations
Choosing how to use CRM
User choice
Hosting choice
Leveraging the Microsoft connection
XRM: Extending CRM
Understanding why Dynamics CRM is a good choice for development
Development foundation
Customer centricity
Business agility
Microsoft ecosystem
Dynamics CRM, SharePoint, SQL Server, and .NET as a development framework
SharePoint and Dynamics CRM
SQL Server and Visual Studio
Cloud computing with Dynamics CRM
Developing business applications with the Dynamics CRM framework
Plan
Pilot
Production
Perfection
Planning a Successful CRM Project
Implementing CRM: A sample methodology
1: Select the team
2: Develop a plan
3: Implement
4: Validate
5: Manage Change
Avoiding common mistakes
Summary
ch. 2 Taking a Tour of Dynamics CRM
Looking at What's New in Microsoft Dynamics CRM 2011
64-bit only architecture
Sandbox service
Enhanced pipeline framework
Solutions and publishers
Web resources
Option sets
Cutting-edge development platform
Changes to the User Experience
Wider international availability of Dynamics CRM Online
Getting Started panes
Charts
Dashboards
Enhanced data management tools
Ribbon menus
Navigational improvements
Filterable columns in views
Role-based forms
Form customization and layout
Team ownership of records
Field-level security
Field changes
Recurring appointments
Custom activities
Dialogs
Auditing
SharePoint integration
Connections
Outlook integration
Changes to queues
Choosing a Deployment Option
Understanding the differences among online, on-premise, and partner-hosted options
Microsoft Dynamics CRM Online
On-premises
Partner-hosted
Deciding which deployment option is right for your organization
Cost
Long-term strategy
Company culture and skillsets
Business requirements
Integration plans
appeal of on-demand software
System Requirements
Accessing CRM
Internet Explorer
Dynamics CRM Online
On-Premises
Internet Facing Deployment
Appreciating the power of Outlook integration
Outlook interface
Going mobile
Summary
ch. 3 Architecting Your CRM System
Planning Your Installation Strategy
Considering your goals for Dynamics CRM
Other important considerations
Breaking Out Server Roles
Understanding server roles and role groups
Front End Server
Back End Server
Deployment Administration Server
Other server roles
Server configurations
Single-server deployment
Small Business Server
Multiple server deployment
Installing the Dynamics CRM Server
Installing with installation media versus command line installs
Running the setup
Completing the installation
Installing the SRS Data Connector Extensions
Configuring relying parties for claims-based authentication
Installing other server roles
Upgrading the Dynamics CRM Server
Planning your upgrade
Checking your current system
Moving to 64-bit hardware
Going virtual
Upgrading Outlook clients
Running the upgrade
Migrating a Version 4.0 organization database
Performing an in-place upgrade
Installing a new deployment that connects to an existing database
Testing the upgrade
Summary
ch. 4 Installing Other Components for Dynamics CRM
Installing Ancillary Server Components
Connecting Dynamics CRM to SQL Reporting Services
Installing and setting up the SharePoint Grid integration
Preparing SharePoint for the Dynamics CRM integration
Installing the SharePoint Grid for Dynamics CRM
Configuring Document Management Settings
Configuring Dynamics CRM for External Access
Understanding claims-based authentication
Configuring IFD
Integrating E-mail with Dynamics CRM
Installing the E-Mail Router
Configuring the E-mail Router
Configuring incoming and outgoing profiles for use with POP3 e-mail accounts
Associating profiles with deployments
Specifying users for the deployed profiles
Configuring the E-mail Router for use with a forwarding mailbox
Using the Rule Deployment Wizard
Installing the Outlook Client
Manually installing the Outlook client
Configuring the Outlook client
Installing and Configuring the Outlook client from the command line
Upgrading the Outlook client
Summary
ch. 5 Post-Installation System Settings
Putting Your Dynamics CRM House in Order
Creating a backup administrator
Running the Registration Wizard (on-premises installations only)
Designating a partner (Dynamics CRM Online customers)
Downloading and installing the latest update rollup
Setting system settings
System Settings dialog
Other administration settings
Business management settings
Taking Your Network and Domain Policies into Consideration
Settings for Internet Explorer
Configuring Internet-Facing Deployment
Making a backup of Dynamics CRM
Planning and Implementing Your Organization's Structure
Options for security model
Open organization
Balanced organization
Closed organization
Custom sharing rules
Understanding business units
Configuring security roles
Working with field security profiles
Setting up teams for your users
Preparing for Your First User
Installing sample data
Installing language packs
Testing user connectivity and security
Summary
ch. 6 Managing Users in Dynamics CRM
Understanding Licensing Options
Understanding user licensing
Acquiring CRM Online licenses
Acquiring CRM On-Premise licenses
Understanding External Connector licensing
Understanding other licensing components
Authenticating Users
Managing Users
Creating users
Creating new users
Approving e-mail
Setting the default queue and team
Working with existing user records
Disabling users and reassigning records
Changing the manager or business unit
user summary report
Summary
ch. 7 Using the Deployment Manager
Using the Deployment Manager Console
Managing your deployment product key
Changing deployment properties
Adding Deployment Administrators
Managing organizations
Creating a new organization
Importing an organization
Editing an organization
Deleting an organization
Setting the default organization
Viewing servers and server roles in Deployment Manager
Understanding server roles
Disabling servers
Deleting servers
Configuring Claims-Based Authentication
Configuring Internet-Facing Deployment
Summary
ch.
8 Managing Data
Importing Data with the Import Data Wizard
Data maps
Preparing your source files
Use the data import templates
Make column headings match display names
Add necessary options to picklists
Import lookup references first
Validate and format fields
Dealing with floats and decimal precision
Remove carriage returns and line breaks
Enriching (updating) existing data
Reviewing the import job
Using the Import Contacts Wizard from Outlook
Detecting Duplicates
Duplicate detection settings
Creating duplicate detection rules
Scheduling duplicate detection jobs
Handling duplicate records
Cleaning Up Your Data with the Bulk Deletion Wizard
Summary
ch. 9 Maintaining, Optimizing, and Troubleshooting Dynamics CRM
Maintaining Dynamics CRM
Simplifying updates
Backing up the server and server components
Setting up a database maintenance plan
Backing up the Dynamics CRM application
Backing up other server components
Monitoring Dynamics CRM
Creating a baseline report in Windows Reliability and Performance Monitor
Becoming familiar with the Dynamics CRM counters
Optimizing Dynamics CRM
Optimizing the database
Identifying performance problems in the database
Implementing basic SQL Server optimizations
Optimizing the Web server
Identifying potential problem areas with the Web server
Making recommended changes to the Web server
Optimizing the platform server
Identifying potential problems with the platform server
Making recommended improvements to the platform server
Optimizing the client
Identifying potential problem areas with the client
Implementing recommended changes to improve client performance
Troubleshooting Errors and Performance Problems
Using built-in, free, and included resources.
Note continued: Getting good information from Dynamics CRM errors
Examining event logs
Turning on developer errors
Enabling tracing
Summary
ch. 10 Getting to Know the CRM Application
Navigating the Dynamics CRM Interface
Understanding the Ribbon menu
Ribbon menu tabs
Context-sensitive Ribbon menu tabs and buttons
Collapsing the Ribbon menu
Using the navigation pane
Areas, groups, and subareas
Shortcut menus
Homepage
Recently visited and favorites
Navigating CRM lists
Views
Creating Personal Views with Advanced Find
Using the search bar
Sorting
Filtering
Charts
Getting Started pane
Using CRM forms to view and update records
Navigating forms
Navigating records
Entering data
Editing multiple records
Record Ownership
Organization ownership
User or team ownership
Sharing records
Connections and Customer Relationships
Managing Activities with Dynamics CRM
Understanding activity types
Working with activities
Creating activities
Viewing activities
Activity alerts
Completing activities
Using Queues
Sending records to queues
Viewing queues
Working items in a queue
Routing queue items
Working on items
Releasing items you are working on
Removing items from a queue
Deleting queue records
Working with E-mail Templates
Creating e-mail templates
Using e-mail templates
Merging Duplicate Records
Using Your Mobile Device with Dynamics CRM
Outlook synchronization
Mobile Express
Third-party options
Summary
ch. 11 Using Dynamics CRM for Outlook
Comparing the Outlook and Web Versions of Dynamics CRM
Understanding the differences: Outlook extensions and views
Understanding the similarities: Navigation, forms and data entry
Using Dynamics CRM within Outlook
Using the Outlook navigation pane
Working with Dynamics CRM views in Outlook
Using tabs as views
Filtering views
Formatting views
Setting up Outlook categories, follow-ups, and reminders on Dynamics CRM records
reading pane
people pane
Taking Dynamics CRM offline
Going offline and online
Choosing data for offline usage
Troubleshooting Dynamics CRM for Outlook
Using the Outlook Extensions
Tracking Outlook records in Dynamics CRM
Tracking in CRM and setting regarding
Tracking e-mail threads
Untracking and re-regarding Outlook records
Setting connections
Navigating to Dynamics CRM records from Outlook
Converting an Outlook record to a Dynamics CRM opportunity, lead or case
Synchronizing from Dynamics CRM to Outlook
Choosing records for automatic synchronization
Updating synchronized records
Manual and automatic synchronization
Using Dynamics CRM e-mail features within Outlook
Sending Dynamics CRM templates, articles, and sales literature from Outlook
Creating new leads and contacts
Summary
ch. 12 Using the Sales Functions
Understanding the Sales Lifecycle
Managing Leads
Creating leads
Working leads
Qualifying Leads
Managing Opportunities
Important opportunity fields
Adding products to an opportunity
Write-in and existing products
Units
Recalculating opportunities
Adding competitors to an opportunity
Closing opportunities
Setting goals
Forecasting sales
Custom opportunity processes
Working with the Product Catalog
Working with Quotes, Orders, and Invoices
Managing quotes
Creating a quote
Revising a quote
Converting a quote
Understanding orders and invoices
Closing orders
Closing invoices
Summary
ch. 13 Using the Marketing Functions
Managing Campaigns
Creating campaigns
Creating your first campaign
Working with campaign templates
Working with planning activities
Working with campaign activities
Using campaign activities
Distributing campaign activities
Working with campaign responses
Creating campaign responses
Working with campaign response records
Adding products and sales literature to campaigns
Using Quick Campaigns
Working with Marketing Lists
Managing list members manually
Managing list members dynamically
Using mail merge documents with marketing lists
Other Marketing Functions
Sales literature
Internet marketing
Third party add-ons
Summary
ch. 14 Using the Service Functions
Managing Cases
Creating and tracking cases
Tracking time
Closing cases
Setting up subjects
Using knowledge base articles
Creating article templates
Creating and approving articles
Using articles
Working with contracts
Contract templates
Contracts
Contract lines
contract process
Scheduling Service
Setting up CRM for service management
Setting up sites
Setting up facilities/equipment
Setting up resource groups
Setting up business closures
Setting up working hours for users
Setting up services
Scheduling services
Summary
ch. 15 Realizing the Benefits of Office and SharePoint Integration
Exporting and Importing Data with Microsoft Excel
Exporting data to Microsoft Excel
Updating existing records from Microsoft Excel
Mail Merging with Microsoft Word
Creating a Word mail merge template
Using a Word mail merge template
Working with SharePoint Integration
Storing documents in SharePoint
Activating document management for a CRM entity
Associating a SharePoint location to a Dynamics CRM record
Working with SharePoint documents
Publishing Excel pivot tables as SharePoint dashboards
Using SharePoint 2010 tags and notes
Summary
ch. 16 Tailoring CRM to Your Organization
Understanding Customization and Configuration
Understanding customization terminology
Understanding model driven development
Documenting and designing
Design and code: Identifying the gaps
Working with a development sandbox
Accessing the customizations area
Working with Solutions
Understanding the steps of solution management
Understanding solutions and publishers
Using the default solution
Creating a publisher and editing the default publisher
Editing the default publisher
Creating a new publisher
Other publishers
Creating a solution
Adding components to a solution
Layering: Building on existing solutions
Working with managed properties
Understanding dependencies
Sharing solutions with import and export
Exporting a solution
Importing a solution
Deleting a solution
Solutions Marketplace
Summary
ch.
17 Working with CRM Entities
Understanding Entities
Understanding entity types
Understanding relational, databases
Understanding the steps of entity customization
Accessing the entity customization area
Publishing customizations
Importing and exporting customizations
Creating Custom Entities
General entity settings and the primary field
Entity definition
Activity entity types
Notes
Activities
Sending E-mail
Queues
Auditing
Other settings on the general tab
Primary field
Understanding the default fields
Status (or activity status) and status reason
Created and modified fields
Owner, Owning Team
Other default elements
Updating icons
Customizing Entities
Customizing fields
Display name
Name
Field security
Auditing
Requirement level
Searchable
Description
Type and format
Creating new option sets (picklists)
IME mode
Working with relationships
Understanding relationship types
Understanding relationship behavior
Viewing, creating, and customizing relationships
Mapping fields between relationships
Working with forms
Understanding form types
Understanding form layout
Using the form designer
Working with role-based forms
Deleting fields
Customizing views
Understanding view types
Creating and modifying views
Editing filter criteria
Customizing charts
Renaming entities
Summary
ch. 18 Automating Your Organization with Processes
Understanding Processes in Dynamics CRM
Programming without coding
Understanding business process automation
Designing and diagramming processes
Processes and solutions
Working with Workflows
Creating workflows
Workflow scope
Workflow triggers
Adding workflow steps
Workflow conditions
Wait conditions
Workflow actions
Working with dynamic values
Workflow stages
Updating existing workflows
Working with Dialogs
Creating dialogs
Dialog triggers
Input arguments and variables
Adding dialog steps
Stages, conditions, and dynamic values
Pages, prompts, and responses
Dialog actions
Understanding Other Process Concepts
Running on demand processes
Administration, notes, and attachments
Documenting your processes
Deleting completed workflow jobs
Creating and using process templates
Monitoring processes
Running processes using JScript
Process extensions
Using .NET and the Windows Workflow Foundation to extend your processes
Plug-ins: Using custom code for added process flexibility
Process examples
Summary
ch. 19 Understanding the Other Customization Options
Customizing Option Sets
Setting Up Queues.
Note continued: Creating and customizing a queue
Automating queues
Approving queue e-mail
Customizing Mobile Express
Managing Connection Roles and Relationship Roles
Adding connections to entities
Configuring connection roles
Working with CRM Extensions
Extending forms
Extending dashboards
Extending processes
Summary
ch. 20 Understanding the Development Options
Understanding Development Options
Envisioning the possibilities
Understanding the fundamentals
Client-side and server-side customization
Dynamics CRM development terminology
Using the Software Development Kit (SDK)
Making smart development decisions
Avoiding unsupported customizations
Developing for CRM Online usage
Setting Up Development and Testing Environments
Establishing processes, procedures, and governance
Using the right development tools
Planning and configuring your environment
Configuring an entry level development environment
Configuring a mid-tier development environment
Configuring an enterprise class development environment
Configuring a CRM Online development environment
Summary
ch. 21 Working with Client-Side Customizations
Getting Started with Coding in CRM
Understanding Web resources
Understanding events
Form onLoad and onSave events
Field onChange event
Tab TabStateChange event
Iframe OnReadyStateComplete Event
Ribbon control events
Database events
Writing JScript
Understanding JScript libraries
Hello world
How the JScript code works
Options for loading your JScript code
Additional JScript code examples
Testing your JScript code
Converting your Dynamics CRM 4.0 JScript
Supported and unsupported JScript
Working with Web pages
Using HTML Web resources
Hello world
Creating mash-ups with Iframes
Other Customizations
Calling CRM functions with URLs
Copying or sending a URL link
Launching dialog processes with a URL
Creating links in JScript or processes
Modifying XML files
Modifying the site map
Customizing the getting started pane
Modifying the Ribbon menu
Updating chart XML
Updating process XAML
Summary
ch. 22 Working with Server-Side Customizations
Becoming Familiar with Dynamics CRM's Architecture and Development Model
Exploring the Extensibility Architecture
Developing Server-Side Extensions for Different Deployment Scenarios
Deciding where to store your custom server-side code
Deploying code for offline use
Comparing the sandbox service to non-isolated mode
Creating plug-ins for the sandbox
Setting up users to deploy plug-ins
Interfacing with Dynamics CRM
Understanding the Web services
Accessing the Web services
Plugging-in to the Platform
Looking at how Dynamics CRM incorporates plug-ins
Message support for plug-ins
Event pipeline stages
Synchronous and asynchronous execution modes
Walking through a sample plug-in
Deploying a plug-in
RESTing with Dynamics CRM
Querying Dynamics CRM's OData service
Using the OData endpoint in Visual Studio
Connecting to the Cloud with Azure
Signing up for Azure services
Setting up your AppFabric services
Getting started with an Azure-enabled solution
Extending Dynamics CRM Workflow
Creating custom steps for use in building workflow rules
Creating or modifying a complete workflow rule
Summary
ch. 23 Using the Built-in Reporting Tools
Leveraging Dynamics CRM's Business Intelligence Capabilities
Using Advanced Find as a reporting tool
Example 1: Creating a view of important customers in a salesperson's territory
Example 2: An advanced Advanced Find view
Getting the most from the included reports
Administrative reports
Marketing reports
Sales reports
Service reports
Using the Report Wizard
Creating your first report with the wizard
Setting default filters and report options
Using Excel as a BI Tool
Exporting data to Excel
Creating useful reports with Excel
Making the pivot table available to other users
Summary
ch. 24 Working with Visualizations: Charts and Dashboards
Working with Charts
Using charts
Viewing charts
Interacting with charts
Managing charts
Creating charts
Using charts on forms
Importing and exporting charts
Modifying charts with the software development kit (SDK)
Working with Dashboards
Using dashboards
Viewing dashboards
Interacting with dashboards
Managing dashboards
Creating dashboards
Understanding iframes and Web resources
Summary
ch. 25 Custom Reporting for Dynamics CRM
Examining the Anatomy of Dynamics CRM Reporting
Taking a look at how Dynamics CRM interacts with the report server
Serving a report through Dynamics CRM
Report file format
Working with the report
Selecting the records to report on
Filtering a report
Using report controls
Selecting the Right Report Development Tools
Business Intelligence Development Studio (BIDS)
SQL Server 2008 R2 Report Builder 3.0
Designing Professional Reports
Starting at the beginning
Using filtered views
Empowering users
Enabling prefiltering
Creating user-selectable parameters
Configuring dynamic sorting
Localizing a report
Using global values
Formatting for print layout
Refer to the SDK
Developing Your First Custom Report
Sharing Custom Reports
Publishing a report to Dynamics CRM
Setting other report options
Adding report categories
Making reports context-sensitive
Summary
ch. 26 Connecting to Other Systems: Migration and Integration with Dynamics CRM
Preparing for Integration
Looking at the benefits of integration
Considering the challenges of integration
Defining Migration and Integration Scenarios
Integrating data
Integrating services
Migration and integration techniques
Migrating data
Presentation-layer integration
Batch integration
Real-time or near real-time integration
Selecting an integration model
Point-to-point
Data hub
Enterprise service bus
Adhering to Best Practices for Migration and Integration
Selecting Tools for Migration and Integration
Developing a custom SDK import solution
Microsoft integration tools
SQL Server Integration Services
SQL Server replication
Microsoft BizTalk Server
Dynamics CRM Adapter for Dynamics GP
Scribe Insight
Scribe Insight architecture
Pervasive Data Integrator
Pervasive Data Integrator architecture
Integrating Dynamics CRM with a Web Site
Web site form integration
Web portals
Adding Functionality with Integrated ISV Solutions
Finding ISV solutions
Some notable examples of ISV solutions
Data2CRM from CRM Innovation
CWR Mobility
Experlogix
Summary
ch. 27 XRM: Going Beyond Traditional CRM
Exploring XRM
Defining XRM
Understanding why Dynamics CRM is a good platform
Understanding the value of platform development
Walking Through a Typical XRM Scenario
Setting up the scenario
original process for managing the employee lifecycle
XRM solution
Imagining the possibilities: Other XRM scenarios
Summary
Appendix A Advanced Integration with SharePoint 2010
Appendix B Accessing and Using Online Resources.

Microsoft Dynamics CRM 2011 administration bible /

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