Microsoft Dynamics CRM 2011 Administration Bible
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An in-depth, expert guide to Microsoft Dynamics CRM 2011 from Microsoft CRM experts!

What better way to learn how to administer Dynamics CRM 2011 than from two Microsoft CRM experts? This in-depth Bible is packed with expert guidance on the latest version of Microsoft’s hot CRM product. Whether you’re new to Dynamics CRM or upgrading from an earlier version, you’ll get thoroughly up to speed on everything from the basics to new features and more.

Brings you up to speed on Microsoft Dynamics CRM 2011, the latest version of Microsoft’s fast-growing customer relationship management softwareShows you how to get the most out of the application, including configuration and customization, integrating with Microsoft Office, and automating business processesFeatures step-by-step instruction and in-depth coverage of all essential topics; you’ll want to keep this information-packed book at your desk as a practical reference

If you want to master Microsoft Dynamics CRM 2011 for your business contacts, this is the book you need to succeed


Matthew Wittemann is the director of the customer relationship management (CRM) at C5 Insight (formerly Customer Connect), and a Microsoft CRM Consultant and MVP.

Geoff Ables is a CRM, database marketing, and Web 2.0 expert. He is a Managing Partner of C5 Insight.





Part I: Laying a Solid Foundation.

Chapter 1: Familiarizing Yourself with CRM.

Chapter 2: Taking a Tour of Dynamics CRM.

Part II: Installing Dynamics CRM.

Chapter 3: Architecting Your CRM System.

Chapter 4: Installing Other Components for Dynamics CRM.

Part III: Administering Dynamics CRM.

Chapter 5: Post-Installation System Settings.

Chapter 6: Managing Users in Dynamics CRM.

Chapter 7: Using the Deployment Manager.

Chapter 8: Managing Data.

Chapter 9: Maintaining, Optimizing, and Troubleshooting Dynamics CRM.

Part IV: Using Microsoft Dynamics CRM.

Chapter 10: Getting to Know the CRM Application.

Chapter 11: Using Dynamics CRM for Outlook.

Chapter 12: Using the Sales Functions.

Chapter 13: Using the Marketing Functions.

Chapter 14: Using the Service Functions.

Part V: Customizing Dynamics CRM Through the User Interface.

Chapter 15: Realizing the Benefits of Office and SharePoint Integration.

Chapter 16: Tailoring CRM to Your Organization.

Chapter 17: Working with CRM Entities.

Chapter 18: Automating Your Organization with Processes.

Part VI: Customizing Dynamics CRM with Custom Code.

Chapter 19: Understanding the Other Customization Options.

Chapter 20: Understanding the Development Options.

Chapter 21: Working with Client-Side Customizations.

Chapter 22: Working with Server-Side Customizations.

Part VII: Visualizing Your Dynamics CRM Data with Charts, Reports, and Dashboards.

Chapter 23: Using the Built-in Reporting Tools.

Chapter 24: Working with Visualizations: Charts and Dashboards.

Chapter 25: Custom Reporting for Dynamics CRM.

Part VIII: Extending and Integrating Dynamics CRM.

Chapter 26: Connecting to Other Systems: Migration and Integration with Dynamics CRM.

Chapter 27: XRM: Going Beyond Traditional CRM.

Part IX: Appendixes.

Appendix A: Advanced Integration with SharePoint 2010.

Appendix B: Accessing and Using Online Resources.