Contents

1.       Contents.

2.       Introduction.

3.       Microsoft CRM Features

3.1.    Customer Relationship Management

3.2.    Application Areas.

3.3.    Activities.

3.4.    Microsoft Outlook Integration.

3.5.    Customisation.

3.6.    Programming.

3.7.    Security.

3.8.    Issues.

3.9.    Competitors.

4.       Software.

4.1.    Server Software.

4.2.    Hosted CRM..

4.3.    Client Software.

4.4.    External Connector

4.5.    Other Software.

4.6.    Security.

4.7.    Virtual PC.

5.       Workplace.

5.1.    Views.

5.2.    Forms.

5.3.    Accounts.

5.4.    Contacts.

5.5.    Customers.

5.6.    Advanced Find.

5.7.    Personalise Workplace.

6.       Activities.

6.1.    Tasks.

6.2.    Fax

6.3.    Phone Call

6.4.    Letter

6.5.    Email

6.6.    Email Templates.

6.7.    Appointment

6.8.    Service Activity.

6.9.    Campaign Response.

7.       Outlook Client

7.1.    Contacts.

7.2.    Tracking in CRM and Synchronisation.

8.       Sales.

8.1.    Leads.

8.2.    Opportunities.

8.3.    Quotations.

8.4.    Orders.

8.5.    Invoices.

8.6.    Sales Administration.

8.7.    Sales Pipeline.

9.       Products.

9.1.    Unit Groups and Items.

9.2.    Price List Items.

9.3.    Discount Lists.

10.     Marketing.

10.1.      Marketing Lists.

10.2.      Mail Merge to Word 2007.

10.3.      Word Templates.

10.4.      Campaigns.

10.5.      Quick Campaigns.

10.6.      Campaign Activities.

10.7.      Campaign Responses.

11.     Service.

11.1.      Cases.

11.2.      Queues.

11.3.      Contract Template.

11.4.      Contract

11.5.      Knowledge Base.

12.     Service Scheduling.

12.1.      Resources and Equipment

12.2.      Service.

12.3.      Scheduling an Activity.

12.4.      Service Calendar

12.5.      Business Closures.

13.     Reports.

13.1.      Exporting CRM data to Excel

13.2.      Re-importing Updated Excel Data.

13.3.      Creating Mail Merge files.

13.4.      Report Viewer

13.5.      Report Wizard.

13.6.      Running Reports.

13.7.      Scheduling Reports.

13.8.      SQL Server Reporting Services.

14.     Workflow.

14.1.      Workflow Triggers.

14.2.      Workflow Steps.

14.3.      Dynamic Values.

14.4.      Workflow Conditions.

14.5.      Wait Conditions.

15.     Security.

15.1.      Business Unit

15.2.      Users.

15.3.      Security Roles.

15.4.      Teams.

16.     Customisation.

16.1.      Views.

16.2.      Entities.

16.3.      Attributes.

16.4.      Forms.

16.5.      JavaScript

16.6.      iframes.

16.7.      Relationships.

16.8.      Renaming an Entity Description.

16.9.      Relationship Roles.

17.     Data Import

17.1.      Bulk Import

17.2.      Data Migration Tool

17.3.      Third Party Software.

18.     Resources.

18.1.      Redware Research Limited.

18.2.      Recommended Books.

18.3.      Internet and Blogs.

18.4.      Microsoft Training.

18.5.      Third Party Software.

 

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www.redware.com