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Contents at a Glance
Introduction .................................................................1
Part I: Microsoft CRM Basics.........................................7
Chapter 1: Taking a First Look at Microsoft CRM 3........................................................9
Chapter 2: Navigating the Microsoft CRM System .......................................................19
Chapter 3: Using Microsoft CRM Online and Offline....................................................37
Part II: Setting the Settings.........................................49
Chapter 4: Personalizing Your System...........................................................................51
Chapter 5: Understanding Security and Access Rights...............................................63
Chapter 6: Managing Territories, Business Units, and Teams....................................73
Chapter 7: Developing Processes...................................................................................83
Chapter 8: Implementing Rules and Workflow .............................................................89
Chapter 9: Creating and Using the Knowledge Base..................................................105
Chapter 10: Setting Up the Product Catalog ...............................................................117
Chapter 11: Running Reports........................................................................................131
Chapter 12: Sending Announcements..........................................................................143
Part III: Managing Sales...........................................147
Chapter 13: Working with Accounts and Contacts ....................................................149
Chapter 14: Managing Your Calendar ..........................................................................161
Chapter 15: Setting Sales Quotas and Generating Forecasts....................................171
Chapter 16: Using E-Mail................................................................................................181
Chapter 17: Handling Leads and Opportunities.........................................................207
Chapter 18: Generating Quotes, Orders, and Invoices..............................................223
Chapter 19: Setting Up Your Sales Literature..............................................................233
Chapter 20: Using Notes and Attachments .................................................................241
Part IV: Making the Most of Marketing ......................247
Chapter 21: Targeting Accounts and Contacts ...........................................................249
Chapter 22: Managing Campaigns................................................................................263
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COPYRIGHTED MATERIAL
Part V: Taking Care of Your Customers .......................283
Chapter 23: Working with Cases...................................................................................285
Chapter 24: Scheduling Services..................................................................................301
Chapter 25: Managing Your Subjects ...........................................................................319
Chapter 26: Managing Queues......................................................................................333
Chapter 27: Building Contracts ....................................................................................343
Part VI: The Part of Tens ...........................................355
Chapter 28: Ten Add-Ons...............................................................................................357
Chapter 29: Ten Ways to Get Help................................................................................365
Index .......................................................................375
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Table of Contents
Introduction..................................................................1
How CRM Fits in the Market ...........................................................................1
How to Use This Book .....................................................................................2
Foolish Assumptions .......................................................................................2
How This Book Is Organized...........................................................................3
Part I: Microsoft CRM Basics.................................................................3
Part II: Setting the Settings....................................................................3
Part III: Managing Sales..........................................................................4
Part IV: Making the Most of Marketing ................................................4
Part V: Taking Care of Your Customers ...............................................4
Part VI: The Part of Tens .......................................................................4
Icons Used in This Book..................................................................................5
Where to Go from Here....................................................................................5
Part I: Microsoft CRM Basics .........................................7
Chapter 1: Taking a First Look at Microsoft CRM 3 . . . . . . . . . . . . . . . . .9
Tracking Your Contacts.................................................................................10
Communicating with the Outside World.....................................................10
Integrating with Accounting .........................................................................11
Why integrate?......................................................................................11
Other accounting systems ..................................................................12
Setting Up Business Processes.....................................................................12
Coordinating Microsoft CRM with Your Success Plan...............................14
Defining your goals ..............................................................................14
Implementing a pilot program............................................................15
Deciding Whether Microsoft CRM Fits Your Needs...................................16
Using Microsoft CRM Successfully...............................................................17
Chapter 2: Navigating the Microsoft CRM System . . . . . . . . . . . . . . . .19
Whirlwind Tour of the Screen.......................................................................19
Menu bar................................................................................................20
Toolbar...................................................................................................21
Navigation pane....................................................................................21
Status bar ..............................................................................................22
Window..................................................................................................22
First Things First — Signing On....................................................................24
The Workplace Is Your Starting Point..........................................................25
Navigating at the application level.....................................................25
Navigating at the record level.............................................................25
Your first navigation lessons...............................................................27
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Filtering and Searching for Records ............................................................29
Filtering records ...................................................................................29
Searching with the magnifying glass icon .........................................30
Searching with the Form Assistant ....................................................33
Searching with the Advanced Find Feature ......................................33
Chapter 3: Using Microsoft CRM Online and Offline . . . . . . . . . . . . . .37
Functionality...................................................................................................38
The Outlook Client.........................................................................................38
Using Microsoft CRM functions..........................................................39
Outlook client mail merge ...................................................................40
Outlook client e-mail............................................................................41
Synchronization Settings...............................................................................43
Synchronizing the Outlook client with your server.........................44
Setting data group (sync) filters.........................................................44
The “last one in” rule ...........................................................................47
Setting Up the Outlook Client Workplace ...................................................48
Part II: Setting the Settings .........................................49
Chapter 4: Personalizing Your System . . . . . . . . . . . . . . . . . . . . . . . . . . .51
Tailoring the System to Suit Your Needs.....................................................51
General tab............................................................................................52
Workplace tab.......................................................................................54
Activities tab.........................................................................................55
E-mail Templates tab............................................................................56
Your User Profile ............................................................................................58
Information............................................................................................59
Teams.....................................................................................................60
Roles.......................................................................................................60
Quotas....................................................................................................60
Work hours............................................................................................60
Chapter 5: Understanding Security and Access Rights . . . . . . . . . . . .63
Security Overview..........................................................................................64
User Privileges................................................................................................64
Access Levels..................................................................................................64
Defining Roles.................................................................................................65
Assigning Roles ..............................................................................................67
Sharing Information with Others on Your Team ........................................67
Defining a team .....................................................................................68
Sharing and assigning ..........................................................................68
Unsharing ..............................................................................................68
Sharing and Not Sharing Data ......................................................................68
Sharing records.....................................................................................69
Unsharing records................................................................................71
Streamlining the assignment of permissions....................................72
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Chapter 6: Managing Territories, Business Units, and Teams . . . . . .73
Setting Up Sales Territories ..........................................................................73
Managing Territories .....................................................................................77
Managing Business Units ..............................................................................78
Managing Teams.............................................................................................80
Creating teams......................................................................................80
Assigning users to teams.....................................................................81
Chapter 7: Developing Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
The General Principles..................................................................................84
Alerts......................................................................................................84
Escalation ..............................................................................................84
Feedback and analysis.........................................................................85
Planning Your Sales Stages ...........................................................................86
Chapter 8: Implementing Rules and Workflow . . . . . . . . . . . . . . . . . . .89
Describing the Limitations of Workflow......................................................90
Creating Workflow Rules ...............................................................................91
Testing a new rule ................................................................................96
Creating a manual rule.........................................................................96
Creating follow-up rules ......................................................................97
Testing a manual rule...........................................................................99
Monitoring Your Workflow............................................................................99
Workflow Glossary.......................................................................................101
Events ..................................................................................................101
Conditions ...........................................................................................101
Actions.................................................................................................102
Chapter 9: Creating and Using the Knowledge Base . . . . . . . . . . . . .105
Organizing Information for Your Knowledge Base...................................105
Creating Article Templates .........................................................................106
Creating a Knowledge Base Article............................................................108
Submitting a draft article...................................................................111
Approving an article ..........................................................................112
Searching the Knowledge Base ..................................................................114
Chapter 10: Setting Up the Product Catalog . . . . . . . . . . . . . . . . . . . . .117
Overview of the Product Catalog...............................................................117
Getting to the Product Catalog Window....................................................118
Creating a Discount List..............................................................................119
Creating a Unit Group..................................................................................121
Creating a Price List.....................................................................................124
Adding Products...........................................................................................127
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Chapter 11: Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
Identifying Report Categories.....................................................................132
Accessing Reports .......................................................................................133
Report Filtering ............................................................................................135
Using Viewing Options ................................................................................138
Exporting and Printing Your Report..........................................................139
Exporting Records to Excel ........................................................................140
Chapter 12: Sending Announcements . . . . . . . . . . . . . . . . . . . . . . . . . .143
Creating an Announcement ........................................................................143
Viewing Announcements.............................................................................145
Part III: Managing Sales............................................147
Chapter 13: Working with Accounts and Contacts . . . . . . . . . . . . . . .149
Adding and Editing Accounts and Subaccounts ......................................150
Account records and their four sections ........................................150
Setting up subaccounts .....................................................................154
Finding and Viewing Account Information................................................155
Find.......................................................................................................155
Advanced Find ....................................................................................156
Assigning and Sharing Accounts................................................................158
Assigning accounts to users .............................................................158
Sharing accounts................................................................................159
Adding and Editing Contacts......................................................................160
Chapter 14: Managing Your Calendar . . . . . . . . . . . . . . . . . . . . . . . . . .161
No Outlook Here...........................................................................................162
Viewing Your Calendar ................................................................................163
Viewing Your Activities ...............................................................................164
Creating an Appointment for Yourself.......................................................166
Scheduling for Other People.......................................................................167
Assigning an Activity to Someone..............................................................168
Completing an Activity................................................................................170
Chapter 15: Setting Sales Quotas and Generating Forecasts . . . . . .171
How a Manager Sets Up Quotas .................................................................171
Fiscal year settings.............................................................................172
Setting up a salesperson’s quota......................................................173
Entering Sales Forecasts .............................................................................174
Updating Your Forecasts.............................................................................177
Examining Your Forecast Data....................................................................178
Printing a report .................................................................................179
Using Excel ..........................................................................................179
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Chapter 16: Using E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181
Setting Up Your E-Mail Options ..................................................................182
Viewing E-Mail ..............................................................................................184
Viewing your personal e-mail............................................................184
Viewing queue e-mail .........................................................................185
Creating Outgoing E-Mail.............................................................................186
Adding attachments to e-mail messages.........................................188
Viewing your sent e-mail ...................................................................190
Assigning and Accepting E-Mail .................................................................191
Assigning e-mail..................................................................................191
Accepting e-mail .................................................................................192
Duplicate E-Mail Addresses ........................................................................193
Relating E-Mails to Other Records.............................................................193
Direct E-Mail..................................................................................................195
Creating an e-mail template ..............................................................196
Adding data fields to a template ......................................................198
Reverting to a personal e-mail template .........................................200
Sending direct e-mail..........................................................................201
Using Advanced Find to send direct e-mail.....................................202
Managing the unsubscribe request..................................................206
Chapter 17: Handling Leads and Opportunities . . . . . . . . . . . . . . . . . .207
Processing Leads from Suspects to Opportunities .................................208
Getting to the Leads window ............................................................208
Creating a lead....................................................................................209
Modifying a lead .................................................................................210
Giving up on a lead.............................................................................211
Resurrecting a lead ............................................................................212
Turning a Lead into an Opportunity..........................................................212
Handling Opportunities...............................................................................214
Creating and modifying opportunities.............................................214
Assigning and sharing opportunities...............................................216
Relating opportunities to activities or other records....................218
Stages and relationships....................................................................219
Closing, reopening, and deleting opportunities.............................220
Chapter 18: Generating Quotes, Orders, and Invoices . . . . . . . . . . . .223
Creating and Activating Quotes .................................................................224
Creating a quote .................................................................................224
Activating a quote ..............................................................................227
Associating Opportunities and Quotes.....................................................228
Printing a Quote ...........................................................................................229
Converting a Quote to an Order.................................................................230
Generating Invoices from Orders...............................................................231
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Chapter 19: Setting Up Your Sales Literature . . . . . . . . . . . . . . . . . . . .233
Adding Literature.........................................................................................234
Modifying Literature....................................................................................237
Relating Literature to Competitors............................................................238
Adding and Tracking Competitors.............................................................239
Chapter 20: Using Notes and Attachments . . . . . . . . . . . . . . . . . . . . . .241
Creating Notes..............................................................................................241
Creating Attachments..................................................................................244
Deleting a Note or an Attachment..............................................................245
Part IV: Making the Most of Marketing.......................247
Chapter 21: Targeting Accounts and Contacts . . . . . . . . . . . . . . . . . . .249
Important Fields for Targeting Customers................................................250
Developing and Saving Marketing Lists ....................................................251
Creating marketing lists.....................................................................251
Populating a marketing list using Look Up .....................................253
Populating a marketing list using Advanced Find..........................256
Developing Campaigns and Quick Campaigns .........................................257
Chapter 22: Managing Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
Planning Your Campaign .............................................................................264
Creating Campaigns.....................................................................................265
Planning Tasks..............................................................................................268
Campaign Activities.....................................................................................270
Campaign Responses...................................................................................275
Target Products............................................................................................277
Sales Literature.............................................................................................278
Target Marketing Lists.................................................................................279
Related Campaigns ......................................................................................280
Part V: Taking Care of Your Customers........................283
Chapter 23: Working with Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .285
Case Management Overview ......................................................................285
Working in the Cases Window....................................................................286
Creating Cases..............................................................................................288
Filling in the General tab ...................................................................289
Filling in the Notes and Article tab ..................................................291
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Assigning and Accepting Cases..................................................................294
Tending to Cases ..........................................................................................297
Resolving a case .................................................................................298
Reactivating a case.............................................................................300
Chapter 24: Scheduling Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .301
Scheduling Resources into Microsoft CRM...............................................302
Setting Up a User’s Schedule ......................................................................306
Creating a Resource Group.........................................................................306
Creating a Site...............................................................................................308
Creating Services .........................................................................................310
Scheduling Service Activities .....................................................................313
The Service Activity Volume Report..........................................................316
Chapter 25: Managing Your Subjects . . . . . . . . . . . . . . . . . . . . . . . . . . .319
Tips for Defining Your Subjects..................................................................320
Accessing the Subjects Window.................................................................321
Adding a Subject ..........................................................................................322
Editing a Subject...........................................................................................323
Removing a Subject......................................................................................324
Relating Subjects to Other Activities.........................................................324
Relating subjects to cases.................................................................325
Putting the case link to work ............................................................326
Relating a subject to a knowledge base article ..............................327
Putting the article link to work.........................................................330
Relating a subject to the product catalog.......................................330
Relating a subject to sales literature ...............................................331
Chapter 26: Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .333
Queue Overview...........................................................................................334
Personal and Public Queues.......................................................................334
Creating a Queue..........................................................................................335
Activities and Queues..................................................................................338
Assigning an activity to a queue.......................................................338
Accepting activities............................................................................340
Chapter 27: Building Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .343
Creating a Contract Template.....................................................................343
Understanding Contract Status..................................................................345
Creating a Contract......................................................................................346
Adding Contract Lines to a New Contract ................................................350
Renewing a Contract....................................................................................353
Creating a Case and Linking It to a Contract ............................................353
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Part VI: The Part of Tens............................................355
Chapter 28: Ten Add-Ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .357
Converting and Integrating with Scribe Insight .......................................358
Increasing Your Productivity......................................................................359
Productivity packs from c360...........................................................359
Axonom’s Powertrak..........................................................................360
eBridge BizTalk Server Adapter .................................................................361
Quotes and Proposals .................................................................................362
Getting more from your quotes........................................................362
Proposals and RFPs............................................................................362
Alerts and Alarms ........................................................................................363
Business Intelligence ...................................................................................363
Enhancing Field Service Organization.......................................................364
Chapter 29: Ten Ways to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .365
Using CRM’s Built-in Help............................................................................366
Getting the Straight Story from Newsgroups ...........................................367
Finding an Expert .........................................................................................369
Investing in Training ....................................................................................371
Microsoft Packaged Service and Support.................................................372
QuickStart............................................................................................372
QuickPlan ............................................................................................372
Express Consulting.............................................................................373
Software Assurance............................................................................373
Getting in Touch with Us.............................................................................374
Accessing General CRM Resources Online...............................................374
Index........................................................................375
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