Table of Contents
- Introduction
- Why Microsoft Dynamics CRM?
- Look Before You Leap
- Choosing Your Path
- CRM For Your Industry
- CRM for Health and Life Sciences
- Planning Your CRM Implementation
- Planning for CRM User Adoption
- Learning Microsoft Dynamics CRM
- Business Analysis and Design
- Basics
- Searching and Navigation
- Accessing CRM
- Navigating CRM 2011
- Navigating CRM 2013
- Understanding CRM Records
- Understanding Accounts and Contacts
- Working with Records
- Searching CRM
- Search Capabilities
- Setting Personal Options
- Customizable Help
- Business Process Flows
- Sales
- Understanding Leads
- Marketing ROI from Leads
- Working with Leads in Dynamics CRM
- Understanding Opportunities
- Advanced Sales Processes
- Working with Sales Literature
- Understanding Leads
- Marketing
- Marketing Lists
- Working with Marketing Lists
- Campaigns and Quick Campaigns
- Working with Campaigns and Quick Campaigns
- Marketing Automation
- Event Management & Marketing
- Using Workflows for Marketing
- Marketing Lists
- Service Management
- Cases
- Automatic Case Creation
- Knowledge Base
- Contracts
- Service Level Agreements
- Product Catalog
- Product Properties
- Cases
- Service Scheduling
- Resources
- Resource Groups
- Work Hours
- Services
- Service Calendar
- Working with Activities
- Activity Types
- Activities and Notes Best Practices
- Calendar
- Activities Area
- Creating Activities
- Converting Activities
- Closing Activities
- Working with Outlook
- Synchronize Settings
- Maximizing Use of the Outlook Client
- Navigating the CRM Outlook Client
- Email Templates and Mail Merge
- Analytics
- Charts
- Dashboards
- Advanced Find as a Reporting Tool
- Goal Management
- Microsoft Dynamics CRM Report Wizard
- Data Management
- Auditing
- Importing Data in Microsoft Dynamics CRM
- The Dynamics CRM Data Import Wizard
- Working with the Add Contacts Wizard in the Outlook Client
- Using Excel Reimport
- Keeping Data Clean in Microsoft Dynamics CRM
- Searching and Navigation
- System Administration
- Business Administration
- Settings
- Planning Security
- Business Units
- Security Roles
- Users
- Teams
- Field Security Profiles
- Hierarchy Security Roles
- Processes
- Workflows
- Dialogs
- Process Flows
- Calculated Fields
- Best Practices for Managing Processes
- Advanced Reporting Options
- Mobile Options
- Apple iPad
- MoCA Client Enhancements
- CWR Mobility
- Mobile Express
- Power8CRM
- Integrated Technologies
- Yammer
- Insights and CRM
- Social Listening
- Skype and Lync
- Bing Maps
- Office 365 and CRM
- Logging into the Admin Center
- Administration Roles
- Office 365 Community and Resources
- Activating a Dynamics CRM Online Account
- Managing Your Domain
- Naming Partner of Record
- Purchasing Licenses
- Changing your CRM URL
- Creating a Service Request Ticket
- Changing Personal Information
- Converting a Trial Account to a Paid Subscription
- SharePoint and CRM
- Setting Up SharePoint with CRM
- Beyond Basic Integration
- Creating SharePoint Subfolders
- Bulk Creating SharePoint Folders
- Displaying an Office 365 SharePoint Page
- Knowledgebase Article Enhancements
- Saving Attachments in SharePoint
- Common Errors and Fixes
- Accessing CRM from SharePoint
- Outlook Client Installation and Configuration
- Downloading and Installing the Outlook Client
- Configuring the Outlook Client
- Outlook Client Best Practices
- Dynamics CRM Outlook Client Troubleshooting
- CRM 2015 for Outlook
- Server-Side Sync
- Changes in CRM 2013
- Advantages
- Limitations
- The User Interface
- Additional Notes
- Outlook.com & Exchange Online
- Common Problems
- Server Installation
- Infrastructure Planning
- Multiple Server Deployment
- Windows Azure
- On-Premises
- SQL Virtualization
- Authentication Models
- Encryption
- Installing CRM
- Additional installation Components
- Customization
- Customizing Fields
- Customizing Forms
- Customizing Entities
- Customizing Views
- Charts and Dashboards
- Solutions
- Updates and Rollups
- On-Premise Updates
- Find Installed Updates in Windows Server
- Updating CRM Server
- Data Migration and Integration
- Select a Tool to Use
- Analyze the Source Data
- Create a Data Mapping Document
- Create the Migration Integration Scripts
- Test the Data Transfer
- Finalize and Deploy
- Business Administration
- Extending CRM
- Introduction to Extending Microsoft Dynamics CRM
- Form Event Programming
- Xrm.Page Object Model
- Microsoft Dynamics CRM Web Resources
- Ribbon and Site Map Customizations (CRM 2011)
- Web Services
- JavaScript vs. Workflow vs. Plug-In
- Plug-ins and Workflow Extensions
- Plug-Ins
- When to Use Plug-ins
- Event Pipeline
- Plug-in Messages
- Plug-in Images (Pre vs. Post)
- Developing a Plug-in
- Registering and Deploying Plug-ins
- Workflow Extensions
- Plug-Ins
- Portal Options and Considerations
- Identifying Needs
- Portal Design
- Authentication
- Portal Architecture
- Support
- JavaScript and HTML Resources
- CRM JavaScript Best Practices
- JavaScript CRM Model
- Debugging JavaScript Libraries
- HTML Web Resources
- CRM Phone Integration
- Screen Pop
- Web App vs. Windows App
- Phone System Types
- Conclusion and Additional Resources
- Introduction to Extending Microsoft Dynamics CRM
