1. Contents

2. Introduction. 6

3.1. Activities. 7

3.2. Microsoft Outlook Integration. 7

3.3. Customisation. 8

3.4. Programming. 8

3.5. Security. 8

3.7. Competitors. 9

4. Software. 11

4.1. Client Software. 11

4.2. Server Software. 11

4.3. Hosted CRM.. 11

4.4. CRM Live. 12

4.5. External Connector 12

4.6. Other Software. 12

4.7. Security. 13

4.8. Virtual PC.. 13

5. Using CRM.. 15

5.3. Notes and Attachments. 19

5.4. Advanced Find. 20

5.5. Exporting CRM data to Excel 21

5.6. Mail Merge to Word. 22

5.7. Word Templates. 23

5.9. Email Templates. 24

5.10. Send Direct Email 25

5.11. Quick Campaigns. 26

5.12. Sharing and Assignment 27

6. Customers. 29

6.1. Accounts. 29

6.2. Contacts. 29

6.3. Relationship Roles. 30

7. Activities. 31

7.4. Phone Call 33

7.6. Appointment 34

7.7. Service Activity. 35

7.8. Campaign Response. 35

8. Outlook Client 36

8.1. Tracking Contacts. 37

8.2. Mail Merge in Outlook. 39

8.4. CRM Options. 40

8.5. Email Synchronisation. 41

8.6. Laptop Client Synchronisation. 42

8.7. Tracking and Synchronisation Options. 42

8.8. Diagnostic Tool 44

9. Workplace. 45

9.1. Calendar 45

9.2. Queues. 46

9.3. Announcements. 47

9.4. Personalise Workplace. 47

10. Products. 49

10.1. Unit Groups and Items. 49

10.2. Price List Items. 50

10.3. Discount Lists. 50

11.1. Leads. 53

11.2. Opportunities. 54

11.3. Quotations. 56

11.4. Orders. 58

11.5. Invoices. 59

11.6. Currency. 59

11.7. Sales Administration. 60

11.8. Sales Pipeline. 60

11.9. Sales Quotas. 60

12. Marketing. 62

12.1. Marketing Lists. 62

12.2. Campaigns. 63

12.3. Campaign Activities. 64

12.4. Distribute Campaign Activities via Mail Merge (Outlook) 66

12.5. Campaign Templates. 66

12.6. Campaign Responses. 66

13. Service. 69

13.1. Cases. 69

13.2. Contract Template. 71

13.3. Contract 71

13.4. Knowledge Base. 73

14. Scheduling. 75

14.1. Resources and Equipment 75

14.2. Service Type. 76

14.3. Scheduling an Activity. 78

14.4. Preferred Resources. 80

14.5. Service Calendar 80

14.6. Business Closures. 80

15. Reports. 82

15.1. Report Viewer 82

15.2. Report Wizard. 83

15.3. Running Reports. 86

15.4. Scheduling Reports. 87

15.5. SQL Server Reporting Services. 87

16. Workflow.. 88

16.1. Workflow Triggers. 88

16.2. Workflow Steps. 89

16.3. Dynamic Values. 89

16.4. Workflow Conditions. 90

16.5. Wait Conditions. 90

16.6. Sales Pipeline Phases. 91

17. Security. 94

17.1. Business Unit 94

17.2. Users. 95

17.3. Security Roles. 97

17.4. Teams. 97

18. Customisation. 99

18.1. Views. 99

18.2. Preview Form.. 100

18.3. Entities. 100

18.4. Attributes. 101

18.5. Forms. 103

18.6. JavaScript 103

18.7. Iframes. 104

18.8. Relationships. 104

18.9. Renaming an Entity Description. 106

18.10. Relationship Roles. 106

19. Data Management 108

19.1. Export and Import from Excel 108

19.2. Bulk Import 108

19.3. Duplicate Detection. 109

19.4. Data Migration Manager 110

19.5. Third Party Software. 110

20. Resources. 111

20.1. Redware Research Limited. 111

20.2. Recommended Books. 111

20.3. Internet and Blogs. 111

20.4. Microsoft Training. 111

20.5. Third Party Software. 111

22. redware research limited. 116

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