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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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notes, 73
opportunities, 115 sending, 82 size limitations, 73 warning messages, 74 attendees for appointments, 65 audit trails, 112 author’s e-mail address, 5 Axapta (Microsoft/Great Plains), 13 Axonom, Inc. (Powertrak Version 6.0), 288-289
• B •
base units, 122, 330 bcc (Blind Carbon Copy), 330 Biz Talk Server 2002, 339 blast e-mail, 332
Bosworth, Michael T., Solution Selling: Creating Buyers in Difficult Selling Markets, 251 bouncing e-mail defined, 332 hard bounce, 332 managing, 99 soft bounce, 332 browsers ActiveX controls, 322 defined, 330 Internet Explorer, 339 bulk e-mail bouncing, 99 capabilities, 77 multiple recipients, 95-99 opt-out, 99 sending, 94-95, 332 spam, 91
templates, 37, 91-94
business processes defined, 330 developing, 14 sales, 251-260 setting up, 13-14 business rules actions, 272-273 alerts, 262 conditions, 271-272 creating, 263-266 defined, 336 description, 264 event triggers, 271 limitations, 262 manual rules, 267-269 naming, 264
Professional version, 262 Standard version, 262 territories, 101 testing, 266-267, 269 uses, 12 business units access levels, 244 adding, 231-232
Business Unit Hierarchy (BUH), 229-231
child business unit, 331
creating, 231-232
defined, 11, 330
deleting, 230
disabling, 231-233
individual business units, 231
moving, 233
parent business unit, 231 reactivating, 233 removing, 230 Root Business Unit, 230 settings, 22 teams, 235-236 user profile, 39 users, 11, 234-235 viewing, 231
• C •
C360 Solutions Incorporated (SearchPac), 289 calendars Activity List View, 63-64 appointments, 64-65 contracts, 216-217 default view, 36-37
350 Microsoft CRM For Dummies
calendars (continued) events, 66 Home Page, 61-62 pick-list, 61 quotes, 132 sharing, 15, 60 viewing, 61
viewing other users’ calendars, 60 workday hours, 36 Workplace calendar, 62-63 calls, scheduling, 11 canceling activities, 69 Carbon Copy (cc), 331 Case Manager, 161-164 cases accepting, 170-171 actions, 168 activities, 171-172 assigning, 167-170 contracts, 219, 224-226 creating, 164-167 defined, 161, 330 description, 166 finding, 163-165 overview, 161 queues, 169-170 reactivating, 174 rejecting, 169
resolving, 173-174, 224-226 reviewing, 167 searching, 163-165 subject name, 166 subjects, 181-184 titles, 163, 165 viewing, 162-163 Catalog components, 121 defined, 119 discount lists, 120-122 importance of, 119 planning, 119-120 price lists, 124 products, 124-127 settings, 22 subjects, 187-188 unit groups, 122-124 cc (Carbon Copy), 331 checking spelling and grammar, 73 child business unit, 331 client retention, 17 closed e-mail, 87-88
closing activities, 70 e-mail, 90
opportunities, 116-117 CMS (Contact Management Systems), 9 collaboration on documents, 143 color-coding activities, 60 Comma Separated Variables (CSV), 322, 324 communicating with customers appointments, 11 calls, 11 e-mail, 12 faxes, 11 letters, 12 company (defined), 331 competitors adding, 145-146
competitive intelligence, 145-146 defined, 331 finding, 147
tracking competitors’ sales literature, 139 completing activities, 70 Computer Control Corporation (LeaDS), 291-292 concurrent licenses, 342-343 conditions for workflow rules, 271-272 Contact Management Systems (CMS), 9 contacting the author, 5 contacts adding, 54, 306, 309-310 assigning, 56-57 creating, 306, 309-310 defined, 10, 45, 331 deleting, 316 editing, 54 importing, 54-56 leads, 111
opportunities, 115, 153-154 Outlook client, 306, 309-310 quotes, 131-132 sharing, 56-57
Shortcuts bar (Outlook), 307 tracking, 10 Contract template, 215-217 contracts activities, 220 allotment type, 215 calendars, 216-217 cases, 219, 224-226 contract lines, 219-221 copying, 220
Index 351
creating, 216-221 defined, 331 end date, 219 information, 219 invoices, 223 naming, 216, 218 notes, 220
resolving against cases, 224-226 saving, 219 start date, 219 status types, 222-223 viewing, 226 Convert Lead dialog box, 111-112 converting e-mail into activities, 306 e-mail messages to records, 78-79 leads to accounts, 111 leads to contacts, 111 leads to opportunities, 110-111 orders to invoices, 137-138 quotes to orders, 136-137 Copy Role dialog box, 247 copying contracts, 220 roles, 247 Create Discount List dialog box, 120 Create Order dialog box, 137 creating activities, 25
appointments, 64-65, 306, 313-314
attachments, 73-74
business units, 231-232
cases, 164-167
contacts, 306, 309-310
Contract templates, 216
contracts, 216-221
discount lists, 120-122
e-mail messages, 80-82, 311-312
invoices, 137-138
Knowledge Base, 191-192
Knowledge Base articles, 194-197
Knowledge Base templates, 192, 194
leads, 108
notes, 71-73
opportunities, 113-114, 153-155
orders, 137
queues, 205-206
quotes, 130-134
records, 310-311
reports, 283
roles, 247
sales processes, 253-258 Subject Tree, 176-177 subjects, 180 tasks, 306, 314-315 teams, 236-239 territories, 102-103 unit groups, 122-124 workflow rules, 263-266 CRM (Customer Relationship Management), 331 CRM Daily Web site, 302 CRM Exchange Connector, 78 CRM Guru Web site, 302 CRM Index alphabet, 29, 331 CRM 2Day Web site, 302 Crystal Reports accessing, 277 Admin Reports, 277 creating, 283 editing, 283 exporting, 282-283 filters, 280-282 modifying, 283 Opportunity Reports, 156 Pipeline Reports, 156-157 Quotations, 136 Sales Reports, 276 Service Reports, 276-277 viewing, 277-280 CSR (customer service representative),
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