Complete coverage of the new version of Microsoft's Customer Relationship Management software, one of Microsoft's fastest growing products
* Installed base of Dynamics CRM is growing rapidly; Microsoft has invested heavily in Dynamics and is promoting it strongly
* Complete coverage, including undocumented features, customization and integration tips, and proven optimization techniques
* Will be one of the first books available on version 4.0
* Authors have years of experience working with Dynamics
Table of Contents
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
Preface
Introduction
When Microsoft Business Solutions (MBS) released Customer Relationship Management (CRM) Version 1.0 in early 2003, it was the start of something big.
Today the MBS division has been renamed to Dynamics and features some of the most robust applications in the Microsoft arsenal.
In addition to CRM, the Dynamics division has acquired a rich set of offerings and now includes Axapta (AX), Great Plains (GP), Navision (NAV), and Solomon (SL), as well as several other business-management and enterprise resource planning (ERP) solutions.
Utilizing the unifying force of Microsoft has enabled these previously disparate applications to work together and empower users and organizations of all sizes.
As a result of this consolidation, Microsoft Dynamics CRM has definitely improved, and its current form leaves its predecessors in the dust. With its vastly improved performance, architecture, and multitenancy capabilities, Microsoft Dynamics CRM delivers on the promise from Microsoft to 'work the way you do.'
Microsoft Dynamics CRM leverages several Microsoft technologies:
*
Windows Server/Small Business Server (SBS)
*
SQL Server
*
SQL Server Reporting Services (SRS)
*
Exchange (optionally)
*
Internet Information System (IIS)
*
Outlook
*
Internet Explorer
*
.NET Framework 2.0 and 3.0
Therefore, Microsoft Dynamics CRM is not really one application, like Microsoft Excel or Microsoft Word. Rather, it is the integration of some or all of these applications into a business solution that delivers a powerful product that is fully customizable, extensible, scalable and simple to use and administer.
Microsoft Dynamics CRM gives users the following options:
*
'Use It'
*
'Get It'
*
'Buy It'
With Use It, Microsoft Dynamics CRM functionality is available through Outlook, Internet Explorer, Mobile, custom portals, and UIs. With Get It, users have the option to use it as a service (Software as a Service SaaS model that delivers functionality to users via a web site) or a dedicated on-site application. With Buy It, users can rent Microsoft Dynamics (via the SaaS model) or purchase it for use on-site.
Microsoft Dynamics CRM is available in three options:
*
CRM Live
*
On Premise
*
Partner Hosted
Chapter 3, 'The Evolution of CRM 4.0,' explains these options in greater detail, but for now, CRM Live is the Microsoft SaaS service; On Premise is when your organization owns Microsoft Dynamics CRM in house; and Partner Hosted is the use of Microsoft Dynamics CRM in the same SaaS model as CRM Live, but with different options (per partner) for security, access, and integrated solutions.
In this book, we show you how to get the most from your CRM system. We will delve into how Microsoft Dynamics CRM works, explain why you should set up certain features, and explore advanced configuration and customization options.
CRM has the potential to change how well you work. Let us show you how.
© Copyright Pearson Education. All rights reserved.
About the Authors
Marc J. Wolenik is founder and CEO of Webfortis, a Northern California consulting company and Microsoft Gold Certified Partner that specializes in solutions built with Dynamics CRM. He has extensive experience with CRM implementation, integration, and migration for companies of all sizes, and is deeply involved in building custom vertical solutions around the Dynamics platform.
Damian Sinay is a Webfortis partner. Currently a development manager with senior .NET development responsibilities, he has extensive experience working with all Dynamics CRM technologies. He has participated in Dynamics CRM projects involving extremely complex customizations, integrations, and implementations.
