In this article, we will show you how to use Microsoft Dynamics CRM 4.0 step by step, based on the book [Microsoft Dynamics CRM 4.0 Step by Step] by Mike Snyder, Jim Steger, Kara O'Brien, and Brendan Landers. We will cover the following topics:
Getting started with Microsoft Dynamics CRM
Working with accounts and contacts
Managing sales opportunities
Creating and using marketing campaigns
Providing customer service
Using reports and dashboards
Getting started with Microsoft Dynamics CRM
To get started with Microsoft Dynamics CRM, you need to install the software on your computer or access it online. You can download the [Microsoft Dynamics CRM 4.0 Implementation Guide] from the official Microsoft website for detailed instructions on how to plan, install, and maintain Microsoft Dynamics CRM 4.0. You can also use the [Planning Tools] to help you design your system architecture and configuration.
Once you have installed or accessed Microsoft Dynamics CRM, you can work with it directly from Microsoft Outlook or from a web browser. You can use the Outlook interface to access your email, calendar, tasks, contacts, and other Outlook items, as well as your Microsoft Dynamics CRM records and activities. You can use the web browser interface to access the full functionality of Microsoft Dynamics CRM, such as creating and managing records, customizing forms and views, and using advanced features.
To log on to Microsoft Dynamics CRM from Outlook or a web browser, you need to enter your user name and password. You can also select the organization that you want to work with if you have access to more than one organization. After you log on, you will see the main window of Microsoft Dynamics CRM, which consists of the following components:
The navigation pane, which contains the links to the different areas of Microsoft Dynamics CRM, such as Workplace, Sales, Marketing, Service, Settings, and Resource Center.
The toolbar, which contains the buttons for common actions, such as New, Save, Delete, Assign, Print, and Help.
The content area, which displays the records or views that you select from the navigation pane or the toolbar.
The record navigation bar, which shows the name of the current record and allows you to navigate to the previous or next record in the view.
The record tabs, which show the different sections of information for the current record, such as General, Details, Notes and Attachments, History, Activities, etc.
To learn more about the user interface of Microsoft Dynamics CRM and how to customize it to suit your preferences and needs, see Chapter 1 of [Microsoft Dynamics CRM 4.0 Step by Step].
Working with accounts and contacts
Accounts and contacts are two of the most important entities in Microsoft Dynamics CRM. Accounts represent the organizations that you do business with, such as customers, prospects, partners, suppliers, competitors, etc. Contacts represent the individuals who work for or are associated with those organizations, such as decision makers, influencers, end users, etc.
To work with accounts and contacts in Microsoft Dynamics CRM, you can use the Sales area or the Workplace area in the navigation pane. In the Sales area, you can create and manage accounts and contacts related to your sales activities, such as opportunities, quotes, orders, invoices, etc. In the Workplace area, you can create and manage accounts and contacts related to your general activities, such as tasks, appointments, phone calls, emails, etc.
To create a new account or contact in Microsoft Dynamics CRM, you can use the New button on the toolbar and select Account or Contact from the drop-down list. This will open a new form where you can enter the basic information for the account or contact, such as name, address, phone number, email address, etc. You can also enter additional information in the other tabs of the form, such as details, relationships, preferences, etc.
To view and edit an existing account or contact in Microsoft Dynamics CRM, you can use the Accounts or Contacts link in the navigation pane and select the account or contact that you want to work with from the list view. This will open the account or contact form where you can see and modify the information for the account or contact. You can also use the record navigation bar to move to the previous or next account or contact in the list view.
To learn more about how to work with accounts and contacts in Microsoft Dynamics CRM and how to use them for your sales and marketing activities, see Chapter 2 and Chapter 3 of [Microsoft Dynamics CRM 4.0 Step by Step].
Managing sales opportunities
Opportunities are another important entity in Microsoft Dynamics CRM. Opportunities represent the potential sales that you are pursuing with your accounts and contacts. Opportunities help you track the progress of your sales process, forecast your revenue, and measure your performance.
To work with opportunities in Microsoft Dynamics CRM, you can use the Sales area in the navigation pane. In the Sales area, you can create and manage opportunities related to your accounts and contacts, as well as other entities, such as products, price lists, quotes, orders, invoices, etc.
To create a new opportunity in Microsoft Dynamics CRM, you can use the New button on the toolbar and select Opportunity from the drop-down list. This will open a new form where you can enter the basic information for the opportunity, such as name, account, contact, estimated revenue, estimated close date, etc. You can also enter additional information in the other tabs of the form, such as details, competitors, activities, notes and attachments, etc.
To view and edit an existing opportunity in Microsoft Dynamics CRM, you can use the Opportunities link in the navigation pane and select the opportunity that you want to work with from the list view. This will open the opportunity form where you can see and modify the information for the opportunity. You can also use the record navigation bar to move to the previous or next opportunity in the list view.
To learn more about how to work with opportunities in Microsoft Dynamics CRM and how to use them for your sales process, see Chapter 4 of [Microsoft Dynamics CRM 4.0 Step by Step].
Creating and using marketing campaigns
Campaigns are another important entity in Microsoft Dynamics CRM. Campaigns represent the marketing activities that you plan and execute to generate leads and sales for your products or services. Campaigns help you manage your marketing budget, resources, tasks, responses, and results.
To work with campaigns in Microsoft Dynamics CRM, you can use the Marketing area in the navigation pane. In the Marketing area, you can create and manage campaigns related to your accounts, contacts, leads, products, price lists, etc.
To create a new campaign in Microsoft Dynamics CRM, you can use the New button on the toolbar and select Campaign from the drop-down list. This will open a new form where you can enter the basic information for the campaign, such as name, type, status, start date, end date, budgeted cost, expected revenue, etc. You can also enter additional information in the other tabs of the form, such as details, planning activities, marketing lists, products, sales literature, etc.
To view and edit an existing campaign in Microsoft Dynamics CRM, you can use the Campaigns link in the navigation pane and select the campaign that you want to work with from the list view. This will open the campaign form where you can see and modify the information for the campaign. You can also use the record navigation bar to move to the previous or next campaign in the list view.
To learn more about how to work with campaigns in Microsoft Dynamics CRM and how to use them for your marketing activities, see Chapter 5 of [Microsoft Dynamics CRM 4.0 Step by Step].
Providing customer service
Customer service is another important aspect of Microsoft Dynamics CRM. Customer service helps you provide support and satisfaction to your customers, resolve their issues, and retain their loyalty. Customer service also helps you improve your products or services, identify new opportunities, and increase customer satisfaction and loyalty.
To provide customer service in Microsoft Dynamics CRM, you can use the Service area in the navigation pane. In the Service area, you can create and manage cases, contracts, articles, queues, activities, etc. related to your customer service activities.
A case is a record of a customer's request for assistance or a problem that needs to be resolved. A contract is a record of the agreement between you and your customer that specifies the terms and conditions of the service that you provide. An article is a record of the information or solution that can help you or your customer resolve a case. A queue is a record of the list of cases or activities that are waiting to be processed by you or your team. An activity is a record of the action that you or your customer take to communicate or resolve a case.
To create a new case, contract, article, queue, or activity in Microsoft Dynamics CRM, you can use the New button on the toolbar and select the entity that you want to create from the drop-down list. This will open a new form where you can enter the basic information for the entity, such as title, customer, subject, description, status, priority, etc. You can also enter additional information in the other tabs of the form, such as details, notes and attachments, history, activities, etc.
To view and edit an existing case, contract, article, queue, or activity in Microsoft Dynamics CRM, you can use the corresponding link in the navigation pane and select the entity that you want to work with from the list view. This will open the entity form where you can see and modify the information for the entity. You can also use the record navigation bar to move to the previous or next entity in the list view.
To learn more about how to provide customer service in Microsoft Dynamics CRM and how to use it for your customer service activities, see Chapter 6 of [Microsoft Dynamics CRM 4.0 Step by Step].
Using reports and dashboards
Reports and dashboards are another important feature of Microsoft Dynamics CRM. Reports and dashboards help you analyze your data and performance, measure your progress and results, and make informed decisions. Reports and dashboards also help you share your insights and findings with others.
To use reports and dashboards in Microsoft Dynamics CRM, you can use the Workplace area in the navigation pane. In the Workplace area, you can access the Reports link and the Dashboards link. The Reports link allows you to view and run the predefined reports that are available in Microsoft Dynamics CRM, such as Account Summary, Opportunity Pipeline, Campaign Performance, Case Summary, etc. You can also create and manage your own custom reports using the Report Wizard or the SQL Server Reporting Services. The Dashboards link allows you to view and customize the predefined dashboards that are available in Microsoft Dynamics CRM, such as Sales Performance Dashboard, Marketing Performance Dashboard, Service Performance Dashboard, etc. You can also create and manage your own custom dashboards using the Dashboard Designer.
To learn more about how to use reports and dashboards in Microsoft Dynamics CRM and how to use them for your analysis and decision making, see Chapter 7 of [Microsoft Dynamics CRM 4.0 Step by Step].
Conclusion
In this article, we have shown you how to use Microsoft Dynamics CRM 4.0 step by step, based on the book [Microsoft Dynamics CRM 4.0 Step by Step] by Mike Snyder, Jim Steger, Kara O'Brien, and Brendan Landers. We have covered the following topics:
Getting started with Microsoft Dynamics CRM
Working with accounts and contacts
Managing sales opportunities
Creating and using marketing campaigns
Providing customer service
Using reports and dashboards
We hope that this article has helped you learn how to use Microsoft Dynamics CRM 4.0 effectively and efficiently for your business needs. If you want to learn more about Microsoft Dynamics CRM 4.0, we recommend that you read [Microsoft Dynamics CRM 4.0 Step by Step] book, which provides detailed explanations, examples, exercises, and tips for using Microsoft Dynamics CRM 4.0.
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