Microsoft Dynamics CRM 4.0 User’s Guide
Welcome to Microsoft Dynamics CRM
Introduction to Microsoft Dynamics CRM
Microsoft Dynamics CRM is designed to help your organization acquire and retain customers and reduce the time spent on administrative tasks. At its core, Microsoft Dynamics CRM provides a robust account management system that automatically tracks activities and revenue. Microsoft Dynamics CRM enables you to perform and automate many common business tasks, including:
Easily access information about business records from one place.
Schedule activities, track them, and send e-mail.
Manage marketing lists.
Track advertising and marketing campaigns.
Sort customer responses to your sales and marketing initiatives.
Keep detailed notes and an activity history for each business record.
Microsoft Dynamics CRM also can run from within Microsoft Office Outlook.
Sales Force Automation
Sales departments can use Sales Force Automation to track sales-related activities and revenue. This system includes analytical, operational, and collaborative tools that you can use to improve and maintain good customer relations. Using Sales Force Automation, you can:
Manage contacts and accounts.
Track quotes, orders, and invoices.
Manage and track e-mail, phone call, and other communication activities with customers.
Run direct e-mail campaigns and measure their success.
Create and access a database of products that your organization sells.
Marketing departments can use Marketing Automation to manage many marketing-related activities. Using Marketing Automation, you can:
Create targeted marketing lists.
Plan and run campaigns.
Track each campaign response and lead generated from campaigns.
Customer Service Management
The Customer Service area is designed specifically to meet the needs of customer support and product support departments that handle telephone, e-mail, and Web-based service requests from customers. Using the Customer Service area, you can:
Track individual cases and manage services.
Track and share common problems and solutions in a knowledge base.
Manage customer contracts.
Appointment-based Service Scheduling
Customer service representatives can manage service activities for your business. Using Service Scheduling, you can:
Define the services you offer.
Identify available resources and equipment for service activities.
Define work schedules for individual resources, as well as their locations.
Reporting and Analysis
Microsoft Dynamics CRM includes several features to help you generate reports and analyze data:
Run a default report.
Create an Advanced Find query to find a filtered set of records and then export the list for analysis.
Create a custom report using Microsoft SQL Server Reporting Services or other reporting tools.
System administrators can adapt Microsoft Dynamics CRM to fit the needs of their business organizations. Using the customization capabilities of Microsoft Dynamics CRM, you can:
Create new Microsoft Dynamics CRM entities, attributes, and application forms without custom programming.
Customize forms and views for enhanced integration with other Web applications, portals, and business systems.
Apply form validation and add client-side business logic through scripting.
Beyond the business automation included in Microsoft Dynamics CRM, you can use additional workflows to further automate your organization’s business logic. Then you can make your workflows available as an on-demand workflow or automatic workflow.
Microsoft Dynamics CRM for Microsoft Office Outlook
Microsoft Dynamics CRM for Outlook is a client application that provides the Sales Force Automation functionality of Microsoft Dynamics CRM within Outlook. When you run Microsoft Dynamics CRM for Outlook, you can work either in online or offline mode.