Working With Microsoft Dynamics CRM 2011 - Snyder_ Mike.pdf

(75325 KB) Pobierz
<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01//EN" "http://www.w3.org/TR/html4/strict.dtd">
878474705.001.png
PUBLISHED BY
Microsoft Press
A Division of Microsoft Corporation
One Microsoft Way
Redmond, Washington 98052-6399
Copyright © 2011 by Mike Snyder and Jim Steger
All rights reserved. No part of the contents of this book may be reproduced or transmitted in any form or by any
means without the written permission of the publisher.
Library of Congress Control Number: 2011923689
ISBN: 978-0-7356-4812-8
Printed and bound in the United States of America.
Microsoft Press books are available through booksellers and distributors worldwide. For further information
about international editions, contact your local Microsoft Corporation office or contact Microsoft Press
International directly at fax (425) 936-7329. Visit our Web site at www.microsoft.com/mspress. Send comments
Trademarks/EN-US.aspx are trademarks of the Microsoft group of companies. All other marks are property of
their respective owners.
The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and
events depicted herein are ictitious. No association with any real company, organization, product, domain name,
e-mail address, logo, person, place, or event is intended or should be inferred.
This book expresses the author’s views and opinions. The information contained in this book is provided without
any express, statutory, or implied warranties. Neither the authors, Microsoft Corporation, nor its resellers, or
distributors will be held liable for any damages caused or alleged to be caused either directly or indirectly by
this book.
Acquisitions Editor: Todd Merrill
Developmental Editor: Devon Musgrave
Project Editor: Valerie Woolley
Editorial Production: Christian Holdener, S4Carlisle Publishing Services
Technical Reviewer: Matt Cooper
Copyeditor: Becka McKay
Indexer: Jean Skipp
Cover: Twist Creative • Seattle
Contents at a Glance
Part I Overview and Coniguration
1
Microsoft Dynamics CRM 2011 Overview. . . . . . . . . . . . . . . . . . . . 3
2
Setup and Common Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3
4
Part II Solutions
5
6
7
8
9
10
Entity Customization: Custom Entities and Activities . . . . . . . . 343
11
Solutions: Web Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
12
Solutions: Client Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
13
Reports and Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Part III Processes
14 Worklow Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
15
Dialog Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
iii
878474705.002.png
iv
Contents at a Glance
List of Figures
FIGURE 1-3 Microsoft Dynamics CRM integrating with Microsoft Lync to display
FIGURE 1-4 Microsoft Dynamics CRM synchronization and integration with
FIGURE 2-1 Users click the Go Ofline button and Microsoft Dynamics CRM
for Outlook with Ofline Access displays a synchronization progress window . . . . . . . . .35
FIGURE 2-2 Default ofline synchronization ilters installed with Microsoft
Dynamics CRM for Outlook with Ofline Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
FIGURE 2-3 Accessing the Outlook Filters in Microsoft Dynamics CRM for Outlook . . . . .37
FIGURE 2-4 Microsoft Dynamics CRM for Outlook modiications to Outlook
user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
FIGURE 2-5 Tracking an email and setting the Regarding value . . . . . . . . . . . . . . . . . . . . . .41
FIGURE 2-6 The address book of Microsoft Dynamics CRM records and email
addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
FIGURE 2-7 Microsoft Dynamics CRM for Outlook synchronization ilters . . . . . . . . . . . . .44
FIGURE 2-8 Microsoft Dynamics CRM for Outlook synchronization settings . . . . . . . . . . .45
FIGURE 2-9 Coniguring organization email settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
FIGURE 2-10 Tracking token in the subject line of an email message . . . . . . . . . . . . . . . . . .50
FIGURE 2-11 Coniguring email tracking in a user’s personal options . . . . . . . . . . . . . . . . .51
FIGURE 2-12 Turning off email tracking for a user by setting the E-mail
Access Types to None . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
FIGURE 2-13 Lead Reply – Trade Show Visit E-mail template . . . . . . . . . . . . . . . . . . . . . . . . .54
FIGURE 2-14 Data Field Values dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
FIGURE 2-15 Inserting an E-mail template into an email message . . . . . . . . . . . . . . . . . . . .56
FIGURE 2-16 Direct E-mail button in the Contacts ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . .59
FIGURE 2-17 Send Direct E-mail dialog box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
FIGURE 2-18 Specifying whether to send the quick campaign email messages
upon wizard completion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
FIGURE 2-19 Microsoft Dynamics CRM Mail Merge for Microsoft Ofice Word
dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
FIGURE 2-20 Selecting mail merge recipients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
FIGURE 2-21 Entering the email subject line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
FIGURE 2-22 Send ExactTarget emails within Microsoft Dynamics CRM . . . . . . . . . . . . . . .67
v
Contents at a Glance
FIGURE 2-23 Selecting an organization template in the Mail Merge dialog box . . . . . . . .70
FIGURE 2-24 Microsoft Ofice Word document created when launching
a mail merge from the web client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
FIGURE 2-25 Uploading a mail merge template to Microsoft Dynamics CRM . . . . . . . . . .71
FIGURE 2-26 Additional features offered by running a mail merge from
Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
FIGURE 2-27 Creating a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73
FIGURE 2-28 Enabling queues for an entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
FIGURE 2-29 Adding leads to a Sales queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
FIGURE 3-1 Organization structure for a sample company called Adventure
Works Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
FIGURE 3-2 Role-based security and object-based security combine to
determine user rights.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
FIGURE 3-3 Web content zones in Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
FIGURE 3-4 Internet-facing deployment logon screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
FIGURE 3-5 Entering Windows Live ID credentials on Microsoft Dynamics CRM
Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
FIGURE 3-6 Reassign Bulk Records dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
FIGURE 3-7 Changing the default relationship behavior between entities
before reassigning records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
FIGURE 3-8 License summary in Microsoft Dynamics CRM Deployment Manager . . . . . .92
FIGURE 3-9 Multiple security roles assigned to a user. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
FIGURE 3-10 Salesperson security role settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
FIGURE 3-11 Access levels example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
FIGURE 3-12 Account record as seen by a user with the default Customer Service
Representative security role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
FIGURE 3-13 Account record as seen by a user with a revised Customer Service
Representative security role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
FIGURE 3-14 Organizational structure for the sample company Adventure
Works Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110
FIGURE 3-15 Field level security activated on the social security number ield . . . . . . . .112
FIGURE 3-16 Enabling ield level security for a ield. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
FIGURE 3-17 List of ields with ield security enabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
FIGURE 3-18 Edit read, update, and create permissions for a secured ield . . . . . . . . . . .114
FIGURE 3-19 Sharing records with users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
FIGURE 3-20 Sharing secured ields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
FIGURE 3-21 Sharing secured ields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
FIGURE 4-1 Default data maps included in Microsoft Dynamics CRM . . . . . . . . . . . . . . . .124
FIGURE 4-2 Mapping source data iles to Microsoft Dynamics CRM record types . . . . .125
FIGURE 4-3 Creating a custom Microsoft Dynamics CRM entity during the
import process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
FIGURE 4-4 Selecting data types for a ield created during the import process . . . . . . .127
878474705.003.png

Plik z chomika:

Inne pliki z tego folderu:

Inne foldery tego chomika:

Zgłoś jeśli naruszono regulamin