Microsoft Dynamics CRM 4.0 Unleashed
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Using Microsoft Dynamics CRM, companies can empower employees to increase sales,
improve service, enhance customer satisfaction and retention, and drive greater
value from every customer relationship. 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 fullest advantage.
Drawing on their unsurpassed experience with Microsoft Dynamics, the authors
present clear examples, proven best practices, and pitfalls to avoid in using
every significant Dynamics CRM capability. This book’s 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. Along the way, 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.
Microsoft Dynamics CRM 4.0 Unleashed is for every IT professional who intends
to work with Dynamics CRM, regardless of their experience with Dynamics or other
CRM solutions. The authors thoroughly introduce all the basic concepts and techniques
you’ll need, while also providing 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 Microsoft 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 third-party
plug-ins and add-ons
On the Web
Download all of this book’s examples and source code at www.informit.com/title/9780672329708
Table of Contents
Front Matter
0) Introduction
1) New Features of Microsoft Dynamics CRM
2) Why Businesses Need a CRM System
3) The Evolution of CRM 4.0
4) Requirements for CRM 4.0
5) Setting Up CRM 4.0
6) Data Migration and Conversion
7) Common Functions
8) Working with Customers
9) Working with the Workplace
10) Working with Sales
11) Working with Marketing
12) Working with Service
13) Reporting
14) Settings and Configuration
15) E-mail Server Configuration
16) Advanced Configuration and Customization
17) Forms Authentication
18) Advanced Reporting
19) Customizing Entities
20) Workflow Development
21) Plug-Ins
22) Web Services
23) ISV Customizations
24) Interacting with Custom Web Applications
25) Migrating Data from Other Systems to Microsoft Dynamics CRM
26) Third-Party Add-on Options
27) Other Microsoft Dynamics Products
A) Default Values for Status and Status Reason Attributes
About the Authors
Marc J. Wolenik, MCP, PMP and MBS CRM certified professional is the owner of
Webfortis, a consulting company based in Northern California. Webfortis specializes
in solutions around Dynamics CRM and is a Microsoft Gold Certified Partner.
This relationship with Microsoft gives him advance information about the changes
coming in the new version of the product, and his experience with customers
gives him insight into what sort of questions and problems new users of Dynamics
CRM customarily face.
Damián Sinay, MCP, MCSD, MCAD for .NET, MCTS in SQL Server 2005 and
MBS CRM certified professional, is a partner of Webfortis, a Microsoft Gold
Certified Partner consulting company in Northern California. Damian is a senior
.NET developer and has extensive experience working with all related technologies
that make up Dynamics CRM, having worked on projects involving extremely complex
customizations, integrations and implementations for Dynamics CRM customers.
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