Microsoft Dynamics CRM 2011 – Users Guide released!

Microsoft Dynamics CRM 2011 – Users Guide released!

Almost 700 pages of how-to's, help, use cases, and walkthroughs now available in the CRM 2011 Users guide. This is yet another must have tool for all CRM users, trainers and administrators.

Table of Contents:

 

  • Getting Started
  • Introduction to Microsoft Dynamics CRM
  • Sales Force Automation
  • Marketing Automation
  • Customer Service Management
  • Appointment-Based Service Scheduling
  • Analyzing Data and Reporting
  • Customization and Solutions
  • Workflow
  • Goal Management
  • Microsoft Dynamics CRM for Microsoft Office Outlook
  • Use Keyboard Shortcuts
  • Accessibility keyboard shortcuts
  • Dialog box keyboard shortcuts
  • Form keyboard shortcuts
  • General keyboard shortcuts
  • Find Things
  • Find records in a list
  • Find records while filling out a form
  • Create, edit, or save an Advanced Find search
  • Work with saved views
  • Tips
  • Delete Things
  • Delete records
  • Special Cases
  • Remove an attached file
  • Delete imported records
  • Print Things
  • Print a list of records
  • Print the details of an activity from a calendar
  • Run a Report
  • Manage Activities
  • Create or edit an activity
  • Create and send an e-mail activity in the Microsoft Dynamics CRM Web application
  • Close an activity
  • Convert an activity to an opportunity
  • Convert an activity to a case
  • Convert an e-mail to another record type
  • Assign to Queue or User Form
  • Add, edit, or delete a note
  • Remove an attached file
  • Attach a file
  • Edit Multiple Records
  • Delete records
  • Using Connect to Define How Records Relate
  • Check for duplicates
  • Merge Records
  • View Your User Profile
  • Start an On-Demand Workflow
  • Share or Assign Records and Views
  • Share a record
  • Share a saved view
  • Unshare or change sharing for a record
  • Assign a record to a user
  • Assign a saved view to a user
  • Assign to Queue or User Form
  • Assign a case to a user or queue
  • Make a report available to all Microsoft Dynamics CRM users
  • Send or Copy a Shortcut
  • Assign a case to a user or queue
  • Export Data to Excel
  • Export data to an Excel static worksheet
  • Export data to an Excel PivotTable
  • Export data to an Excel dynamic worksheet
  • Avoiding Duplicate Records
  • Enable and Disable Duplicate Detection
  • Create or edit a duplicate-detection rule
  • Publish or unpublish a duplicate-detection rule
  • Check for duplicates
  • Resolve potential duplicate records - Procedure
  • Importing Data
  • Importing Your Data Using the Import Data Wizard
  • If your file uses only ASCII characters, save the file as a comma-delimited values (.csv) file.
  • If your file uses non-ASCII characters, save the file as a Unicode text (.txt) file.
  • Make sure the first line of the file contains column headings.
  • Make sure the first column heading is not the name of a record type.
  • Make sure data exists for all business-required fields.
  • Decide how to import drop-down list values in the file.
  • Example showing sample leads to import
  • Example showing sample products to import
  • Import records from a file
  • Enrich data in existing records
  • Download a template for data import
  • View the progress and results of an import, and correct errors
  • Create a data map for use with import
  • Export a data map
  • Import a data map
  • Running Reports and Analyzing Data
  • Customizing and Organizing Reports
  • Report Ownership
  • Report Types
  • Data Security
  • Options for Creating New Reports
  • Options for Modifying Existing Reports
  • Data Security
  • Default Reports
  • Sales
  • Account Distribution Report
  • Account Overview Report
  • Account Summary Report
  • Activities Report
  • Competitor Win Loss Report
  • Invoices Report
  • Lead Source Effectiveness Report
  • Neglected Leads Report
  • Orders Report
  • Quotes Report
  • Sales Pipeline Report
  • Sales History Report
  • Neglected Accounts Report
  • Products by Account Report
  • Products by Contact Report
  • Marketing
  • Campaign Activity Status Report
  • Campaign Comparison Report
  • Campaign Performance Report
  • Service
  • Administrative
  • Write a Report Using Report-Writing Tools
  • Export Data to Excel
  • Create Customer-Ready Documents and Messages
  • Create, Edit, or Copy a Report Using the Report Wizard
  • Use Microsoft Office Excel 2003
  • Use Microsoft Office Excel 2007
  • Use Microsoft Office Word 2003
  • Use Microsoft Office Word 2007
  • Use another report-writing tool
  • Edit a default report or create a SQL-based Reporting Services report
  • Create a Custom Fetch-Based Reporting Services Report
  • Run a Report
  • Edit the default filter for a report
  • Create one-time or scheduled report snapshots
  • Make a report available for external use
  • Report Ownership
  • View charts and analyze data
  • Assign a user chart
  • Make a copy of an existing system or user chart
  • Using dashboards
  • Types of dashboards
  • Dashboards components
  • Edit a user dashboard
  • Delete a user dashboard
  • Drill down in a chart
  • Enlarge a chart
  • View records used for a chart
  • Apply filter
  • Refresh all components
  • Make a copy of an existing user or system dashboard
  • Make a dashboard your default dashboard
  • Share a user dashboard
  • Auditing data in Microsoft Dynamics CRM
  • Tracking changes for entity relationships
  • Start or stop auditing for an organization
  • Enable or disable auditing for entities
  • View audit summary of records
  • View the audit history of individual records
  • Create Customer-Ready Documents and Messages
  • Create a Microsoft Office Word mail merge document
  • Create a mail merge document with marketing lists
  • Print a quote with a mail-merge document
  • Send Direct E-mail to Customers
  • Manage Activities
  • Create or edit an activity
  • Create and send an e-mail activity in the Web application
  • Close an activity
  • Convert an activity to an opportunity
  • Convert an activity to a case
  • Convert an e-mail to another record type
  • Assign to Queue or User Form
  • Work with Integrated Instant Messenging
  • Managing E-mail Activities
  • Working with E-mail Messages Microsoft Dynamics CRM
  • Working with E-mail Activities in Outlook
  • Personal and Organization-wide E-mail Templates
  • Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook
  • Managing Incoming E-mail
  • Sending and Replying to E-Mail Messages
  • Working with Microsoft Dynamics CRM for Outlook Offline and Synchronizing with Microsoft Dynamics CRM
  • Work with E-mail Activities
  • Create an e-mail message in Outlook
  • Create a quick campaign to run as activity
  • Resolve red text in e-mail message addresses
  • Set the option to send and receive e-mail from a user or queue
  • Convert an e-mail to another record type
  • Convert an activity to a case
  • Work with E-mail Templates
  • Create or edit an e-mail template
  • Add and edit the data fields in an e-mail template
  • Configuring Personal Options
  • Set Personal Options
  • View Your User Profile
  • Set start page and view options
  • Set synchronization options in Microsoft Dynamics CRM for Outlook
  • Set Workplace pane options
  • View your user profile
  • Set start page and view options
  • Set synchronization options in Microsoft Dynamics CRM for Outlook
  • Set Workplace pane options
  • Create or edit an e-mail template
  • Set how your e-mail is tracked
  • Set address book options in Microsoft Dynamics CRM for Outlook
  • Set local data synchronization options in Microsoft Dynamics CRM for Outlook
  • Set privacy options
  • Set Activities options
  • Set regional options for yourself
  • Set local data synchronization options in Microsoft Dynamics CRM for Outlook
  • Set language options
  • Requesting User Interface Changes
  • Using Mobile Express
  • Requirements to access Mobile Express
  • Supported browsers and devices
  • Partner Solutions
  • Find information in articles in the knowledge base
  • Work with Published Articles
  • Find an article in the Knowledge Base
  • Add or delete a comment
  • Attach an article to an e-mail message
  • Creating and Using Workflows
  • Several ways to create workflows
  • Creating workflows by using the Web application
  • Using workflows
  • Workflow Lifecycle
  • Lesson 1: Workflow structure
  • Work with Workflows
  • Create or edit a workflow
  • Add or change dynamic values in a workflow
  • Publish or unpublish a workflow
  • Start an On-Demand Workflow
  • Creating and Using Dialogs
  • Understanding dialogs structure
  • Work with dialogs
  • Create a dialog
  • Add or change dynamic values in a dialog
  • Activate or deactivate a dialog
  • Assign a process to another user
  • Assign a process to yourself
  • Share a process with other users
  • Start a dialog
  • Create or edit a dialog
  • Add or change dynamic values in a dialog
  • Activate or deactivate a dialog
  • Assign a process to yourself
  • Assign a process to another user
  • Share a process with another user
  • Create or add a location for the first time
  • Add or edit a location
  • Fix a location
  • Use documents stored in SharePoint from Microsoft Dynamics CRM
  • Work with Announcements
  • View announcements
  • Work with Integrated Instant Messaging
  • Send or Copy a Shortcut
  • Send or copy a shortcut to a view
  • Sales
  • Managing Accounts and Contacts
  • Associate an account or contact with an opportunity
  • Set customer preferences for a service activity
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Add or remove a customer relationship for an account or contact
  • Deactivate or activate an account or contact
  • Work with Accounts
  • Managing Accounts and Contacts
  • Create or edit an account
  • Associate an opportunity with an account or contact
  • Use the Closed Activity list
  • Set customer preferences for a service activity
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Customer Relationship Form
  • Deactivate or activate an account or contact
  • Create a quick campaign
  • Default sales reports
  • Work with Contacts
  • Create or edit a contact
  • Associate an opportunity with an account or contact
  • Use the Closed Activity list
  • Set customer preferences for a service activity
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Customer Relationship Form
  • Deactivate or activate an account or contact
  • Default sales reports
  • Managing Leads
  • Work with Leads
  • Create or edit a lead
  • Qualify and convert a lead to an account, contact, and/or opportunity
  • Qualify or convert multiple records at once
  • Disqualify and close a lead
  • Reactivate a closed lead
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Create a quick campaign
  • Convert Lead Dialog Box
  • Managing Opportunities
  • Work with Opportunities
  • Create or edit an opportunity
  • Add or remove a product
  • Associate an account or contact with an opportunity
  • Add or remove competitors
  • Recalculate the estimated revenue
  • Close an opportunity
  • Reopen an opportunity
  • Opportunity Product Form
  • Opportunity Relationship Dialog Box
  • Competing for Customers
  • Work with Competitor Records
  • Create or edit a competitor
  • Add or remove products for a competitor
  • Add or remove opportunities for a competitor
  • Add or remove sales literature for a competitor
  • Add or edit sales literature
  • Add or remove products
  • Add or remove competitors
  • Document Form
  • Add or remove documents
  • Remove an attachment from a document
  • About goals
  • Work with Goals
  • Create or edit a goal
  • Deactivate a goal
  • Specify targets for a goal
  • Roll up data for goals
  • Add a child goal to a goal
  • Work with Goal Metrics
  • Work with Rollup Queries
  • Completing Sales Transactions
  • Work with Quotes
  • Create or edit a quote
  • Add or remove a contact
  • Activate a quote
  • Edit an active quote
  • Create an order from a quote
  • Close an active quote
  • Quote Product Form
  • Work with Orders
  • Create or edit an order
  • Resolve potential duplicate records.
  • Add or remove a contact
  • Lock or unlock the price for an order or invoice
  • Create an invoice from an order
  • Close an order
  • Order Product Form
  • Add a product to a queue or order
  • Cancel Order Form
  • Work with Invoices
  • Use the Closed Activity list
  • Create or edit an invoice
  • Add or remove a contact
  • Lock or unlock the price for an order or invoice
  • Close an invoice as paid or canceled
  • Invoice Product Form
  • Add a product to an invoice
  • Marketing
  • Planning Campaigns
  • Work with Campaigns and Campaign Templates
  • Create or edit a campaign
  • Create or edit a campaign template
  • Add a marketing list, sales literature, or product to a campaign
  • Add a planning task to a campaign
  • Add a campaign activity to a campaign or campaign template
  • Create or edit a campaign response
  • Default marketing reports
  • Understanding Quick Campaigns
  • Work with Quick Campaigns
  • Understanding Campaign Responses
  • Work with Campaign Responses
  • Create or edit a campaign response
  • Reactivate a campaign response
  • Copy a campaign response
  • Convert campaign responses to leads or opportunities
  • Close a campaign response
  • Default marketing reports
  • Creating and Managing Marketing Lists
  • Work with Marketing Lists
  • Create or edit a marketing list - Proc
  • Activate a marketing list
  • Add members to a marketing list
  • Add or edit members of a static marketing list
  • Add or edit members of a dynamic marketing list
  • Add members from one marketing list to another marketing list
  • Merge marketing lists
  • Add members to a marketing list
  • Evaluate and remove members in a marketing list
  • Qualify or convert multiple records at once
  • Change the columns displayed for marketing list members
  • Managing Leads
  • Work with Leads
  • Create or edit a lead
  • Resolve potential duplicate records.
  • Qualify and convert a lead to an account, contact, and/or opportunity
  • Disqualify and close a lead
  • Reactivate a closed lead
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Use the Closed Activity list
  • Default sales reports
  • Convert Lead Dialog Box
  • Managing Accounts and Contacts
  • Work with Accounts
  • Create or edit an account
  • Work with Contacts
  • Create or edit a contact
  • Resolve potential duplicate records.
  • Associate an opportunity with an account or contact
  • Use the Closed Activity list
  • Set customer preferences for a service activity
  • Add or remove a customer record in a marketing list
  • View associated campaigns from customer records
  • Deactivate or activate an account or contact
  • Service
  • Scheduling Services for Your Customers
  • Navigating the Service Calendar
  • Service Calendar
  • View the Service Calendar
  • Schedule a service activity
  • Find the next available time within a specific time period
  • Find an available time with specific criteria
  • View a list of resources
  • Create a service activity without checking for conflicts
  • Find and view the work schedule for an individual resource
  • Reschedule a service activity
  • Schedule Service Activity
  • Work with Service Activities
  • Work with the Workplace Calendar
  • View the calendar in the Workplace area
  • Print the details of an activity from a calendar
  • Create or edit an appointment
  • Work with Appointments
  • Creating Contracts
  • Work with Contracts
  • Create or edit a contract
  • Add or edit a contract line
  • Invoice and activate a contract
  • Cancel or delete a contract
  • Renew a contract
  • Use the Closed Activity list
  • Work with Contract Lines
  • Supporting Customer Service with Microsoft Dynamics CRM
  • Work with Cases
  • How to assign a case to the queue
  • Work on a queue item
  • Release a work item
  • Create and Publish Articles
  • View unpublished articles
  • Create an article
  • Edit an article
  • Submit an article for approval
  • Approve and publish, or reject an article
  • Unpublish an article
  • Work with Published Articles
  • Using Microsoft Dynamics CRM for Outlook
  • Doing CRM Work in Outlook
  • Working with E-mail Activities in Outlook
  • Create a Record in Outlook
  • Create or edit a contact in Outlook
  • Save Outlook contacts as Microsoft CRM contacts
  • Resolve potential duplicate records.
  • Create a new contact in Microsoft Dynamics CRM
  • Create an Activity in Outlook
  • Create or edit a task or appointment in Outlook
  • Create a new activity
  • Create and send e-mail activities
  • Create an e-mail message in Outlook
  • Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM Records
  • Save and link Outlook tasks and appointments in Microsoft Dynamics CRM
  • Save and link Outlook e-mail messages as Microsoft Dynamics CRM e-mail activities
  • Automatically track and save incoming Outlook e-mail as Microsoft Dynamics CRM e-mail activities
  • Automatically create Microsoft Dynamics CRM contact and lead records from e-mail messages and meeting requests
  • Connect to Another Organization in Microsoft Dynamics CRM for Outlook
  • Synchronizing Information
  • Synchronizing and Tracking Microsoft Dynamics CRM Data with Outlook
  • Tracking Records in Outlook
  • Working Offline
  • Customizing Microsoft Dynamics CRM
  • Customization Capabilities
  • Find the Microsoft Dynamics CRM SDK
  • Customization Permissions
  • Permissions required for customization tasks
  • View Your User Profile
  • Publish customizations
  • Understanding solutions
  • Understanding solution dependencies
  • Create a managed solution
  • Edit unmanaged solutions
  • Add new or existing solution components
  • Edit or view managed properties
  • Delete or remove solution components
  • Delete a solution
  • Add new or existing solution components
  • Edit or view managed properties
  • Delete or remove solution components
  • Solution component dependencies
  • Create an unmanaged solution
  • Create a managed solution
  • Default solution information
  • Managed solution information
  • Unmanaged solution information
  • Exporting customizations
  • Import a solution
  • Add a solution publisher
  • Edit a solution publisher
  • Understanding Entities
  • Understanding Microsoft Dynamics CRM Entities
  • Entity Customization Terminology
  • Activity Entities
  • Adding a Custom Entity
  • Saving and Publishing Customizations
  • Importing and Exporting Customizations and Settings
  • Understanding Activity Entities
  • Understanding entity security
  • Delete a custom entity
  • Create a new entity
  • Rename an entity
  • Edit the messages the entity displays to users to use the new entity name.
  • Edit the existing reports to use the new entity name.
  • Edit the online Help files that refer to this entity.
  • Icon in Web application
  • Shortcut icon in Microsoft Dynamics CRM for Microsoft Office Outlook
  • Icon in Entity forms
  • Import Translations
  • Export translations
  • Add or edit event scripts for fields and forms
  • Add or edit a form web resource
  • Add event handlers for form events
  • Add event handlers for field events
  • Form Scripting
  • Associating Scripts with Events
  • Developing Scripts
  • Adding Scripts
  • Test an event script
  • Understanding entity fields
  • Mapping Entity Fields
  • Create or edit attributes for an entity
  • Edit form field properties
  • Create and Configure Views Links
  • Create or edit a public view for an entity
  • Change the appointments view
  • Customize the entity view
  • Edit the Quick Find view
  • Set the default view for an entity
  • Edit the advanced find view
  • Edit the filter criteria for a view
  • Edit the lookup view
  • Edit the associated view
  • Delete a view
  • Understanding entity forms
  • Understanding entity security
  • Edit the main form for an entity
  • Create a new form for an entity
  • Create a new form based on an existing form
  • Add a tab to a form
  • Add a section to a form
  • Control which forms are available to users
  • Edit form headers and footers
  • Edit section properties
  • Edit tab properties
  • Add or edit form navigation for related entities
  • Set non-event dependencies for a form
  • Add a field to a form
  • Add or edit form navigation for related entities
  • Add or edit a sub-grid
  • Add or Edit a Web Resource
  • Entity Relationships
  • Hierarchical Relationships
  • N:N (Many-to-Many) Relationships
  • Self-Referential Relationships
  • Understanding Hierarchical Entity Relationships
  • Data Integrity
  • Defining Relationships
  • Relationship Behavior
  • Limitations for Hierarchical Relationships
  • Mapping
  • Create or edit 1:N relationships between entities
  • Create or edit N:1 relationships between entities
  • Create or edit N:N relationships between entities
  • Add form navigation for related entities
  • Edit entity messages
  • Edit a global option set
  • Create a new global option set
  • Add or Edit a Web Resource
  • Add or edit a form web resource
  • Add or edit a text Web resource
  • Add or edit a Silverlight Web resource
  • Edit the Site Map
  • Edit ribbons
  • View or Download Developer Resources
  • Managing System Dashboards
  • Using dashboards
  • Types of dashboards
  • Dashboards components
  • Can I do this task?
  • Can I do this task?--System Dashboard
  • Delete a dashboard
  • Use a dashboard
  • Drill down in a chart
  • Enlarge a chart
  • View records used for a chart
  • Apply filter
  • Refresh all components
  • Make a copy of an existing user or system dashboard
  • Make a dashboard your default dashboard
  • Share a user dashboard
  • Assign a user dashboard
  • Create a system dashboard
  • Edit a dashboard
  • Make a copy of an existing system dashboard
  • Make a copy of an existing user or system dashboard
  • Make a dashboard the default dashboard for the organization
  • Make a dashboard your default dashboard
  • Manage System Charts
  • Delete a system chart
  • Export a system chart
  • Import system charts
  • Reference
  • Troubleshooting
  • Troubleshooting Configuring and Starting Data Migration Manager
  • File Upload Errors
  • Data Upload Errors - Wizard Page
  • Turning on Trace
  • Common Error Messages
  • Conversion Errors - Wizard Page
  • Troubleshooting Importing a Data Map
  • Troubleshooting Bulk Deletion



Microsoft Dynamics CRM Blog