Wolenik, M: Microsoft Dynamics CRM Unleashed
(Sprache: Englisch)
Microsoft® Dynamics CRM Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing the newest version of Dynamics CRM. Written by leading Microsoft Dynamics implementers, it illuminates new...
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Microsoft® Dynamics CRM Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing the newest version of Dynamics CRM. Written by leading Microsoft Dynamics implementers, it illuminates new opportunities to deploy CRM as a hosted service (SaaS), integrate with Azure cloud services, and extend CRM through Microsoft's new online service marketplace. The authors systematically explain how Dynamics CRM works, showing why it works that way, and how to derive maximum business value from it. Drawing on insider knowledge of Microsoft's new product, they present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. Their far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; Outlook and Office integration to reporting and security. This edition's extensive new coverage includes new chapters on Mobility and Office 2013 integration, as well as greatly expanded coverage of CRM Online. It also contains new or expanded discussions of data visualization, SharePoint integration, user interface changes, inbuild charts, dashboards, IM and SMS communication support, auditing, no-code workflows, connections, queues, the new WCF-based programming model, UI scripting, and security.
Inhaltsverzeichnis zu „Wolenik, M: Microsoft Dynamics CRM Unleashed “
Introduction 1 1 How This Book Is Arranged 5 Introduction ... 5 Online Versus On-Premise ... 6 Updates/Release Cadence ... 8 On-Premise Updates... 8 Online Updates ... 9 Summary ... 9 2 New Features of Microsoft Dynamics CRM 2013 11. ... 11 Command Bar Versus Ribbon Bar... 13 Navigation Bar Versus Navigation Pane ... . 15 Bing Map Integration ... 15 Flow Interface ... 16 Autosave ... 17 Business Process Flows (BPFs) ... 18 "Ready-to-Use" BPFs ... 22 Native Image Saving Options ... 23 Portable Business Logic (PBL)-Business Rules ... 25 Additional Improvements and Features in Dynamics CRM 2013 ... 26 New Forms ... 26 Mobility ... 27 Reporting Improvements ... 28 New Licensing Options ... 28 Outlook and Exchange Sync (Server-Side Synchronization)... 28 Volume Shadow Service (VSS) Support (On-Premise Only) ... 30 New Server Roles ... 31 Microsoft Dynamics CRM 2013 Best Practices Analyzer (BPA) (On-Premise Only) ... 31 SQL Table Management as Part of the Upgrade (On-Premise Only) 31 Data Encryption Option ... 32 Multibrowser Support ... 32 MarketingPilot ... 34 Social Interaction and Communication Tools ... 35 Netbreeze ... 35 Yammer ... 36 Skype ... 36 Deprecated Features ... 37 Read-Optimized Forms ... 37 Get Started Pane ... 37 Workplace ... 37 Programmatic Changes ... 38 Duplicate Detection on Create and Update ... 38 Summary ... 39 3 xRM Explained 41 What Is xRM? ... 41 Three Types of xRM Scenarios ... 43 Examples of xRM Solutions ... 44 Example One-Drug Lab Testing ... 44 Example Two-Animal Research Lab ... 45 Example Three-Law Enforcement Management ... 45 Example Four-Agile Project Management ... 46 Example Five-Airline Grievance Tracking ... . 47 Why Use Microsoft Dynamics CRM for xRM Application Development? 47 Benefits of xRM ... 48 Challenges with xRM ... 48 Licensing Considerations ... 49 Customization in the Wild ... 50 Summary ... 51 4 CRM Online 53 Overview of Microsoft Dynamics CRM 2013 Online ... 54 Why Use Microsoft Dynamics CRM 2013 Online? ... 54 The
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Microsoft Dynamics CRM 2013 Online Experience . ... 55 Update Schedule ... 55 Microsoft Data Centers ... 56 Global Data Centers ... 56 Regional Data Redundancy ... 57 Data Center Redundancy ... 58 Privacy and Certifications ... 59 Privacy ... 59 Certifications ... 59 Understanding the Microsoft Dynamics CRM 2013 Licensing Options ... 60 License Options Explained ... 60 Online Add-On Features ... 62 New License Paradigm ... 63 Signing Up for CRM 2013 Online ... 63 CRM Online Provisioning Process ... 64 Adding and Setting Up Additional Users ... 70 Managing Users ... 73 Bulk Adding Users ... 75 Managing Your Subscription ... 75 Checking System Health Status ... 77 Adding a Production or Development Instance ... 78 Summary ... 80 5 Navigation 81 How to Navigate ... 81 Most Recently Used (MRU) ... 85 Saving Your Data ... 86 Common Functions ... 89 Advanced Find ... 89 Import/Export Data ... 90 Other Common Functions ... 91 Ribbons in Outlook ... 92 Summary ... 93 6 Working with Customers 95 Accounts ... 96 Required Fields for Accounts ... 98 Additional Fields for Account Records ... 100 Top Menu Options for Accounts ... 103 Contacts Associated with Accounts ... 104 Contacts ... 104 Required Fields for Contacts ... 105 Additional Fields for Contact Records ... 107 General Information for Either Accounts or Contacts . ... 107 Account and Contact Reports ... 110 More Addresses ... 110 Activities ... 113 Common, Closed Activities ... 114 Connections ... 115 Documents ... 115 Audit History ... 116 Processes, Workflows, and Dialog Sessions ... 117 Summary ... 117 7 System Personalization 119 Setting Personal Options ... 120 General Options for Both Web and Outlook Clients ... 122 Synchronization ... 124 Dashboards ... 126 Activities ... 127 Quick Create ... 127 Adding a New Activity Directly to a Record ... 129 Working with Activities ... 131 Properties to Consider ... 135 Task Activities ... 138 Fax Activities ... 139 Phone Call Activities ... 140 Email Activities ... 141 Letter Activities ... 142 Appointment Activities ... 143 Scheduling Recurring Appointments ... 144 Service Activities ... 147 Campaign Response Activity ... 149 Custom Activities ... 150 Calendar ... 152 Importing Data ... 153 Exporting Data ... 162 Duplicate Detection ... 167 Articles ... 171 What's New Interface ... 171 Summary ... . 174 8 Working with Sales 177 Flow Interface for Sales ... 178 Lead to Opportunity Flow Example ... 179 Leads ... 190 Working with New Leads . ... 191 Converting Leads... 195 Opportunities ... 198 Creating a New Opportunity ... 198 Add Products to an Opportunity ... 199 Closing Opportunities ... 205 Competitors ... 206 Products ... 208 Quotes, Orders, and Invoices ... 209 Working with Quotes ... 209 Draft Status ... 211 Orders ... 218 Invoices ... 221 Goals, Goal Metrics, and Rollup Queries ... 223 Define Goal Metrics ... 224 Create New Goal ... 227 Set Goal Criteria ... 228 Summary ... 228 9 Working with Marketing 231 Marketing Lists ... 232 Use Lookup to Add Members ... 235 Use Advanced Find to Add Members ... 235 Use Advanced Find to Remove Members ... . 236 Use Advanced Find to Evaluate Members ... 236 Other Marketing List Features ... 237 Campaigns ... 237 Working with New Campaigns and Campaign Templates ... 238 Adding Campaign Activities ... 242 Campaign Responses... 245 Sales Literature ... 248 Quick Campaigns ... 250 Creating Quick Campaigns ... 250 Status of Quick Campaigns ... 254 Summary ... . 255 10 Working with Service 257 Understanding Service and Service Activities ... 257 Services ... 259 Service Calendar ... 264 Service Activity ... 265 Managing Users' Working Time ... 269 Appointments ... 272 Cases ... 275 Add Related Activities ... 277 Delete Case ... 278 Resolve Case ... 278 Cancel Case ... 278 Reports ... 279 Articles ... 280 Subjects ... 285 Submitting an Article ... 286 Approving an Article ... 286 Rejecting an Article ... 286 Reports ... 288 Articles Security ... 288 Contracts ... . 289 Summary ... . 291 11 Reporting and Dashboards 293 Reporting ... 294 Report Filters ... 297 Categories ... 298 Administration ... 301 Report Wizard ... 302 Scheduled Reports ... 314 On Demand ... 316 On a Schedule ... 319 Exporting ... 323 Advanced Features ... 324 Fetch-Based Reports ... 329 Requirements ... 331 Left Outer Joins ... 331 Charts and Dashboards ... 331 Working with Charts ... 335 Visualizations ... 343 Dashboards ... 344 Introduction to SSRS ... 355 Custom Reports ... 357 When Are Custom Reports Recommended? ... 357 Installing CRM 2013 Report Authoring Extensions ... 357 Building Custom Reports with SSRS ... 361 Developing and Testing Reports in Visual Studio ... 363 Filtered Views ... 365 Deployment ... 368 Reports Parameters ... 369 Building Custom Reports with ASP.NET ... 370 Custom Reports with ASP.NET Deployment ... 377 Summary ... 378 12 Settings 379 Components of a Good Implementation ... 379 Business Management ... 380 Fiscal Year Settings... 381 Goal Metrics ... 382 Business Closures ... 383 Facilities/Equipment ... 383 Queues ... 384 Resource Groups ... 386 Salespeople with Quotas ... 388 Sales Territories ... 388 Services ... 390 Sites ... 390 Subjects ... 392 Currencies ... 393 Connection Roles ... 395 Relationship Roles ... 396 Templates ... 398 Mail Merge Templates ... 402 Product Catalog ... 403 System Administration ... 410 Administration ... 410 Announcements ... 412 Auto-Numbering ... 413 Business Units ... 414 System Settings ... 422 Security Roles ... 435 Field Security Profiles ... 442 Teams ... 446 Users ... 453 Languages ... 464 Privacy Preferences ... 466 Subscription Management (CRM Online Only) ... 466 Resources in Use (CRM Online Only) ... 466 Product Updates (Partner Hosted or On-Premise Only) ... 467 Yammer Configuration ... 467 Settings Top Navigation Options ... 467 Summary ... 474 13 Advanced Views and Connections 475 Views ... 475 Create a Personal View ... 476 Modify the System Views ... 486 Connections ... 487 Summary ... 492 14 Filtered Lookups 493 Availability of Filtered Lookups ... 493 Summary ... . 498 15 Client Configuration Options 499 Browser/Web Client ... 500 Microsoft Dynamics CRM 2013 for Outlook ... 502 Requirements ... 502 Client Setup ... 503 Client Installation ... 504 Client Configuration ... 506 Advanced Configuration ... 509 Previous Version Compatibility ... 511 Summary ... . 512 16 Email Configuration 513 Server-Side Synchronization ... 514 Configure Server-Side Synchronization ... 515 Migrate Email Router Data... 525 Microsoft Dynamics CRM for Outlook ... 527 Email Router ... 527 Configuring the Email Services... 528 Install the Email Router and the Rule Deployment Wizard ... 532 Install the Email Router on Multiple Computers ... 534 Email Router Configuration Manager and Configuration Profiles . . 537 Authentication Types ... 537 Access Credentials ... 538 Configuring Email Routing for Multiple Configurations and Deployments ... . 539 Configuring the CRM Email Router ... 539 Creating the Incoming Profile ... 539 Deployments ... 540 User, Queues, and Forward Mailboxes ... 543 Forward Mailboxes... 544 Tracking Incoming Emails . ... 545 Queues ... 546 Rule Deployment Wizard ... 547 Create the Rule Manually ... 548 Summary ... . 549 17 Mobility 551 Tablets ... 551 Windows 8 Installation ... 552 Customizing Options and Features ... 556 Form Fields ... 557 Entities Enabled for CRM Tablets ... 561 Sales Dashboard ... 562 Navigation Bar ... 563 Command Bar ... 563 Simple Lists ... 565 Stakeholder and Sales Team Lists ... 567 Business Process Flows ... 568 Multi-Entity Quick Find/Search ... 570 Offline Access/Usage ... 573 Auto-Save ... 576 Images ... 576 Server-Side Extensibility ... 577 Mobile Phones ... 577 Dynamics CRM Mobile Apps ... 577 Dynamics CRM on a Phone's Web Browser ... 578 Required Privileges ... 578 CRM for Phones Privilege Enable Entities for CRM Phones ... 579 Customizing and Features ... 580 Installing and Using the Dynamics CRM Mobile App on an iPhone ... . 583 Summary ... 591 18 Solution Concepts 593 Solutions Explained ... 593 Working with Custom Solutions ... 595 Add Required Components ... 601 Managed Properties ... 601 Plug-Ins ... 602 Best Practices When Working with Solutions ... 604 Exporting Solutions ... 607 Importing Solutions ... 612 Removing Solutions ... 619 Working with Multiple Solutions ... 619 Entity Forms Security ... 620 Migrating Customizations from Previous Versions ... 624 Third-Party and Marketplace Solutions ... 624 For ISVs ... 625 For Customers ... 626 Summary ... 626 19 CRM 2013 SharePoint Integration 627 SharePoint and Dynamics CRM 2013 ... 627 Basic Integration ... 629 Installing the List Component ... 630 Standard Integration ... 632 SharePoint Configuration ... 632 CRM 2013 Configuration ... 638 Integration Features ... 641 Document Location Option ... 643 Record GUID in Folder Name ... 647 Extending the Integration... 649 Entities ... 649 Configuration Message ... 649 Operations in SharePoint ... 650 Summary ... 653 20 Azure Extensions 655 Introduction to Azure... 655 Service Bus Configurations ... 656 Creating a Windows Azure Service Bus Account with a Subscription ... 656 Getting the CRM 2013 Online Certificate ... . 659 Registering a Service Bus Endpoint ... 659 Creating a Listener Application ... 667 Updating Variables for the Main Method ... 673 Summary ... 674 21 Customizing Entities 675 Customization Principles ... 677 MS CRM Entity Model... 677 Fields ... 678 Relationships ... 679 Messages ... 682 Basic Customizations ... 683 Form Customizations ... 683 View Customizations ... 696 Publishing Customizations ... 697 Menu and Ribbon Customizations ... 697 SiteMap ... 698 ISV.Config ... 702 Ribbons (Command Bar) ... 704 JavaScript Events ... 709 Event-Handling Tips and Tricks ... 712 Tips and Tricks When Working with Events ... 720 Exporting and Importing Entity Customizations ... 722 Working with the SDK ... 723 Summary ... 724 22 Process Development 725 Processes ... 725 Actions ... 727 Business Process Flows ... 740 Dialogs ... 749 Workflows ... 765 Creating Workflows in Windows Workflow Foundation with Visual Studio ... 792 No-Code Workflows... 793 Custom Workflow Activities ... 800 Summary ... 805 23 Plug-Ins 807 Overview of Plug-Ins . ... 807 Isolation ... 808 Modes ... 809 Stages ... 810 Deployment Types ... 810 When to Use a Plug-In ... 811 Plug-In Development ... 811 Adding References ... 813 Plug-In Deployment ... 815 Install WIF Runtime ... 818 Enable WIF 3.5 Runtime ... 820 Integrate the Plug-In Registration Tool with Visual Studio 2012 ... 820 Plug-In Registration ... 823 Plug-In Deregistration ... 830 Plug-In Debugging ... 831 Attaching the Debugger to the Host Process . .. . 832 Forcing the Add-In to Call the Debugger ... 834 Plug-In Profiler ... 836 IServiceProvider ... 840 IExecutionContext ... 840 IOrganizationService ... 843 Plug-In Samples ... 844 Summary ... 844 24 Web Services 845 Web Services Fundamentals ... 845 Windows Communication Foundation (WCF) ... 846 Representational State Transfer (REST) ... 846 JavaScript Object Notation (JSON) ... 846 Open Data Services ... 847 Discovery Web Service ... 848 Organization Service ... 850 Retrieve Method ... 854 RetrieveMultiple Method ... 855 Delete Method ... 860 Execute Method ... 862 Fetch Method ... 864 Update Method ... 865 Early Binding ... 867 Regular Operations for Early Binding ... 868 Metadata ... 870 Examples of Web Services ... 876 JavaScript ... 876 Modern SOAP Endpoints ... 886 ExecuteMultipleRequest ... 889 Summary ... 891 25 Advanced Solution Management 893 Solutions Explained ... 894 Managed Solutions ... 895 Unmanaged Solutions ... 900 Default Solution ... 900 Solution Layers ... 901 Team Development ... 902 SolutionPackager Tool ... 903 Summary ... 903 26 xRM (Extended) Deployments 905 Enhanced MS CRM Functionality with Custom ASP.NET Apps . ... 906 Query String Parameters ... 907 IFRAME Customization Example ... 908 Custom ASP.NET Web Application Development ... 908 ASP.NET Web Application Deployment ... 914 Contact Entity Customization ... 916 Silverlight Web Resources ... 922 Creating a Silverlight Web Resource ... 923 Debug Silverlight Web Resources... . 930 HTML Web Resources... 932 Build HTML Web Resources Using Context Information ... 932 Summary ... 938 27 Forms Authentication 939 IFD Defined ... 939 Claims-Based Authentication ... 941 Configuring IFD ... 942 SSL Certificates ... 944 AD FS 2.0 ... 949 AD FS 3.0 ... 950 Configuring AD FS ... 958 Configuring Claims-Based Authentication on CRM ... 967 Add Relaying Party Trust on AD FS ... 969 Configuring the CRM Application for Internet-Facing Deployment ... 978 Working with IFD and Multiple Organizations ... 980 DNS Server Configurations ... 980 Disabling IFD ... 981 Summary ... 981 28 Data Management with Dun & Bradstreet 983 Need for Quality Data ... 984 Impact of Poor Data ... 985 Data-Quality Challenges ... 985 Potential for Error ... 987 D&B360 for CRM ... 989 Ways to Use D&B360 ... 989 Use D&B360 to Select Customers ... 994 Summary ... 996 29 Data Management with InsideView 997 Introduction to the Need for Social Insights . ... 998 What Social Insights Does ... 998 Microsoft Dynamics CRM 2013 with Social Insights ... 1002 Social Insights Agents ... 1002 Search for a Company, Person, or News ... 1003 Watchlists ... 1007 Connections and Privacy ... 1008 Record Sync ... 1009 Additional Products Available ... 1010 InsideView for Marketing ... 1010 InsideView for Account Management ... 1011 Summary ... 1012 30 Marketing Automation with Marketo 1013 Marketing Automation Explained ... 1013 Changing Buyer Behaviors ... 1014 New Software Delivery Model ... 1014 Approach to Revenue Generation and Measurement ... 1015 How Marketing Automation Differs from CRM ... 1015 Common Features in Marketing Automation ... 1016 Investments and Costs ... 1018 Introduction to Marketo ... 1019 Marketo's Digital Marketing Platform . ... 1020 Marketing System of Record ... 1021 Workflow Engine ... 1022 Time-Series Analytics Engine ... 1022 Extensible Architecture and Integration ... 1022 Scalability and Security ... 1022 Marketing Automation Using Marketo ... 1022 Email Marketing ... 1023 Engagement Engine ... 1023 Lead Management ... 1024 Multichannel Campaign Management ... 1024 Marketing Financial Management ... 1026 Marketing Analytics ... 1027 Microsoft Dynamics CRM 2013 and Marketo ... 1027 Summary ... 1028 31 How to Get Support for Your System 1029 Online Support ... 1030 Basic Subscription Support ... 1031 Enhanced Support ... 1035 Professional Direct Support ... 1035 Premier Support (for Large Accounts Only) ... 1036 On-Premise Support ... 1037 Pros and Cons of Manual Updates ... 1038 Considerations When Installing Updates ... 1039 Partner Support ... . 1040 Summary ... 1042 32 On-Premise Requirements 1043 Hardware and Software Considerations ... 1044 Server ... 1044 Windows Server Operating System ... 1044 Active Directory Modes ... 1045 Internet Information Services ... 1048 Database ... 1050 Microsoft Dynamics CRM Reporting Extensions ... 1051 SharePoint Integration ... 1051 Email Router ... 1052 Exchange Server ... 1053 POP3/SMTP ... 1054 Microsoft CRM Client for Browsers ... 1054 Microsoft CRM Office Client for Outlook ... 1055 Licensing ... 1058 Single- Versus Multiple-Server Deployment ... 1065 Single-Server Deployment ... 1065 Multiple-Server Deployments ... 1066 Setup Process ... 1069 Microsoft Dynamics CRM Server Setup ... 1070 Additional Steps ... 1079 Microsoft Dynamics CRM Clients ... 1087 Upgrading from Earlier Versions ... 1092 Setting Up Your Business in Microsoft Dynamics CRM 2013 ... 1094 Summary ... 1097 33 MarketingPilot, NetBreeze, and Yammer 1099 MarketingPilot ... . 1099 NetBreeze ... 1103 Yammer ... 1105 Using Yammer.com ... 1105 Yammer and Dynamics CRM 2013 ... 1107 Working with Yammer in Dynamics CRM 2013 ... 1114 Summary ... 1119 TOC, 9780672337031, 4/7/2014
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Autoren-Porträt von Marc Wolenik
Marc Wolenik is the CEO of Webfortis-a Microsoft Gold Certified CRM Partner headquartered in San Francisco. As an avid believer in customer relationship management (CRM), Marc wrote a custom CRM application using only ASP 3.0 (prior to .NET) from scratch and incorporated complete back-office enterprise resource planning (ERP) functionality into it so that it could be used as the first of its type web-based CRM, point of sale (POS), and ERP. When Microsoft Dynamics CRM was released, Marc recognized the potential of both its CRM and xRM capabilities and developed a complete services offering around the product. Today, Webfortis offers "soup to nuts" CRM services for their customers.
Bibliographische Angaben
- Autor: Marc Wolenik
- 2014, 1176 Seiten, Maße: 17,7 x 23,1 cm, Kartoniert (TB), Englisch
- Verlag: Sams Publishing
- ISBN-10: 0672337037
- ISBN-13: 9780672337031
Sprache:
Englisch
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