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MicrosoftDynamicsCRM2011StepbyStep.pdf 英文原版
Contents
Acknowledgments
Mike Snyder’s Acknowledgments
Jim Steger’s Acknowledgments
Brendan Landers’ Acknowledgments
Introduction
A Word About Sandbox Environments
About the Examples in This Book
Looking Forward
Features and Conventions of This Book
How to Access Your Online Edition Hosted by Safari
How to Download the Online Edition to Your Computer
Using the Practice Files
Book Support
Errata
We Want to Hear from You
Stay in Touch
Getting Help with Microsoft Dynamics CRM 2011
More Information
Part 1: Overview
Chapter 1: Introduction to Microsoft Dynamics CRM
What Is Microsoft Dynamics CRM?
Microsoft Dynamics CRM Deployment Options
Integrating with Other Microsoft Products
Logging On to Microsoft Dynamics CRM Online
Logging On to Microsoft Dynamics CRM
Accessing Microsoft Dynamics CRM by Using Microsoft Dynamics CRM for Outlook
Logging On to Microsoft Dynamics CRM via Mobile Express
Key Points
Chapter 2: Getting Around in Microsoft Dynamics CRM
Understanding the Microsoft Dynamics CRM User Interface
Using Views to Work with Data Records
Sorting Records in a View
Selecting and Refreshing Records in a View
Editing Multiple Records in a View
Using Quick Find to Search for Records in a View
Setting a Default Personal View
Accessing Recently Visited Records and Views
Using Lookups and Automatic Resolution
Setting Personal Options
Using the Resource Center
Accessing Help in Microsoft Dynamics CRM
Key Points
Chapter 3: Working with Accounts and Contacts
Creating an Account
Using Parent Accounts and Sub-Accounts
Creating a Contact
Attaching Files to Accounts and Contacts
Deactivating and Activating Records
Sharing Accounts and Contacts with Other Users
Assigning Accounts and Contacts to Other Users
Merging Account or Contact Records
Key Points
Chapter 4: Working with Activities and Notes
Understanding Activity Types
Understanding the Regarding Field
Creating Follow-Up Activities
Viewing Open and Completed Activities for a Record
Creating a Note
Managing Your Activities
Sending Direct Email Messages
Key Points
Chapter 5: Using Microsoft Dynamics CRM for Outlook
Accessing CRM Records Within Microsoft Dynamics CRM for Outlook
Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook
Synchronizing Contacts, Tasks, and Appointments
Creating and Tracking Contacts
Using the Add Contacts Wizard
Creating and Tracking Tasks and Appointments
Sending and Tracking Email Messages in Microsoft Dynamics CRM for Outlook
Deleting Records in Microsoft Dynamics CRM for Outlook
Going Offline with Microsoft Dynamics CRM for Outlook
Configuring Synchronization Filters
Key Points
Part 2: Sales and Marketing
Chapter 6: Working with Leads and Opportunities
Understanding Leads and Opportunities
Creating a Lead and Tracking Lead Sources
Qualifying a Lead
Disqualifying a Lead
Creating an Opportunity
Using Opportunities to Forecast Potential Sales
Closing an Opportunity
Reopening an Opportunity
Converting an Email Activity to a Lead
Key Points
Chapter 7: Using Marketing Lists
Creating a Static Marketing List
Adding Members to a List by Using a Lookup
Adding Members to a List by Using Advanced Find
Removing Members from a List by Using Advanced Find
Evaluating Members Included in a List by Using Advanced Find
Removing Selected Members from a List
Creating a Dynamic Marketing List
Copying Members to Another Marketing List
Creating Opportunities from List Members
Using Mail Merge to Generate a Word Document That Includes List Member Information
Key Points
Chapter 8: Managing Campaigns and Quick Campaigns
Creating a Campaign
Adding Planning Activities
Selecting Target Marketing Lists
Adding Target Products and Sales Literature
Relating Campaigns
Creating Campaign Templates
Copying Campaign Records
Using Quick Campaigns
Key Points
Chapter 9: Working with Campaign Activities and Responses
Creating a Campaign Activity
Associating a Marketing List to a Campaign Activity
Distributing a Campaign Activity
Recording a Campaign Response
Promoting a Campaign Activity to a Campaign Response
Converting a Campaign Response
Viewing Campaign Results
Viewing Specific Campaign Information
Key Points
Part 3: Service
Chapter 10: Tracking Service Requests
Creating and Assigning a Service Request Case
Managing Service Request Activities
Resolving a Service Request Case
Canceling and Reopening a Service Request Case
Key Points
Chapter 11: Using the Knowledge Base
Creating and Submitting a Knowledge Base Article
Publishing a Knowledge Base Article
Searching for a Knowledge Base Article
Removing an Article from the Knowledge Base
Creating Article Templates
Key Points
Chapter 12: Working with Contracts and Queues
Creating a Service Contract
Activating and Renewing a Contract
Working with Service Queues
Key Points
Part 4: Reporting and Analysis
Chapter 13: Working with Filters and Charts
Applying Filters to Your Data and Saving Filtered Views
Setting Additional Filters on a Saved View
Using Charts to Analyze Microsoft Dynamics CRM Data
Creating a New Chart
Sharing a Chart
Key Points
Chapter 14: Using Dashboards
Using Built-in Dashboards
Creating Additional Dashboards
Editing Dashboards
Setting a Default Dashboard
Sharing a Dashboard
Key Points
Chapter 15: Using the Report Wizard
Creating a Report with the Report Wizard
Modifying a Report
Sharing a Report
Scheduling a Report
Categorizing a Report
Key Points
Chapter 16: Using Advanced Find
Performing Advanced Find Queries
Organizing and Formatting Advanced Find Results
Creating and Sharing a Saved View
Using Advanced Filter Criteria
Using Edit Multiple Records and Assign Multiple Records from Advanced Find
Key Points
Chapter 17: Reporting with Excel
Exporting Static Data to Excel Worksheets
Exporting Dynamic Data to Excel Worksheets
Exporting Dynamic Data to Excel PivotTables
Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM
Key Points
Part 5: Data Management
Chapter 18: Bulk Data Importing
Using the Import Data Wizard
Importing Data with Automatic Data Mapping
Reviewing the Import Status
Updating Data by Using Data Enrichment
Key Points
Glossary
Index
About Sonoma Partners
Mike Snyder
Jim Steger
Brendan Landers
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Body Part No X17-37450
Contents
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
A Word About Sandbox Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
About the Examples in This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiii
Looking Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiv
Features and Conventions of This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
How to Access Your Online Edition Hosted by Safari . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvii
How to Download the Online Edition to Your Computer. . . . . . . . . . . . . . . . . . . . . . .xix
Using the Practice Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi
Book Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiii
Errata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
We Want to Hear from You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
Stay in Touch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii
Getting Help with Microsoft Dynamics CRM 2011 . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiv
More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxvi
Part 1 Overview
1
Introduction to Microsoft Dynamics CRM
3
What Is Microsoft Dynamics CRM?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Microsoft Dynamics CRM Deployment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Integrating with Other Microsoft Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging On to Microsoft Dynamics CRM Online. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Logging On to Microsoft Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Accessing Microsoft Dynamics CRM by Using
Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Logging On to Microsoft Dynamics CRM via Mobile Express . . . . . . . . . . . . . . . . . . . 15
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
What do you think of this book? We want to hear from you!
M crosoft s nterested n hear ng your feedback so we can cont nua y mprove our books and earn ng resources for
you. To part c pate n a br ef on ne survey, p ease v s t:
microsoft.com/learning/booksurvey
iii
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4 Working with Activities and Notes
iv
Contents
2 Getting Around in Microsoft Dynamics CRM
3 Working with Accounts and Contacts
19
Understanding the Microsoft Dynamics CRM User Interface . . . . . . . . . . . . . . . . . . . 20
Using Views to Work with Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Sorting Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Selecting and Refreshing Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Editing Multiple Records in a View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Using Quick Find to Search for Records in a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Setting a Default Personal View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Accessing Recently Visited Records and Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Using Lookups and Automatic Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Setting Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using the Resource Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Accessing Help in Microsoft Dynamics CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
45
Creating an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Using Parent Accounts and Sub-Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Creating a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Sidebar: Why Is It Called “Parent Customer”?. . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Attaching Files to Accounts and Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Deactivating and Activating Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Sharing Accounts and Contacts with Other Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Assigning Accounts and Contacts to Other Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Merging Account or Contact Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
67
Sidebar: Creating Activities by Using Microsoft Dynamics
CRM Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Understanding Activity Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Sidebar: Custom Activity Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Understanding the Regarding Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating Follow-Up Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
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v
5 Using Microsoft Dynamics CRM for Outlook
Viewing Open and Completed Activities for a Record . . . . . . . . . . . . . . . . . . . . . . . . . 78
Creating a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Managing Your Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Sending Direct Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
95
Accessing CRM Records Within Microsoft Dynamics CRM for Outlook. . . . . . . . . . . 97
Accessing CRM Settings Within Microsoft Dynamics CRM for Outlook. . . . . . . . . .101
Synchronizing Contacts, Tasks, and Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . .102
Creating and Tracking Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Using the Add Contacts Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Creating and Tracking Tasks and Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112
Sending and Tracking Email Messages in Microsoft Dynamics
CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Deleting Records in Microsoft Dynamics CRM for Outlook. . . . . . . . . . . . . . . . . . . .118
Going Offline with Microsoft Dynamics CRM for Outlook. . . . . . . . . . . . . . . . . . . . .121
Configuring Synchronization Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
Part 2 Sales and Marketing
6 Working with Leads and Opportunities
129
Understanding Leads and Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130
Creating a Lead and Tracking Lead Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Qualifying a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Disqualifying a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Creating an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
Using Opportunities to Forecast Potential Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
Closing an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144
Reopening an Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Converting an Email Activity to a Lead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149
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vi
Contents
7 Using Marketing Lists
8 Managing Campaigns and Quick Campaigns
151
Creating a Static Marketing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152
Adding Members to a List by Using a Lookup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Adding Members to a List by Using Advanced Find . . . . . . . . . . . . . . . . . . . . . . . . . .157
Removing Members from a List by Using Advanced Find . . . . . . . . . . . . . . . . . . . . .159
Evaluating Members Included in a List by Using Advanced Find . . . . . . . . . . . . . . . 161
Removing Selected Members from a List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Creating a Dynamic Marketing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165
Copying Members to Another Marketing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167
Creating Opportunities from List Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169
Using Mail Merge to Generate a Word Document That
Includes List Member Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175
177
Creating a Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179
Adding Planning Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181
Selecting Target Marketing Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183
Adding Target Products and Sales Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185
Relating Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .187
Creating Campaign Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Copying Campaign Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Using Quick Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
195
Creating a Campaign Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196
Associating a Marketing List to a Campaign Activity . . . . . . . . . . . . . . . . . . . . . . . . .200
Distributing a Campaign Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202
Recording a Campaign Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .206
Promoting a Campaign Activity to a Campaign Response. . . . . . . . . . . . . . . .207
Converting a Campaign Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209
Viewing Campaign Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Viewing Specific Campaign Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
9 Working with Campaign Activities and Responses
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vii
Part 3 Service
10 Tracking Service Requests
11 Using the Knowledge Base
219
Creating and Assigning a Service Request Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220
Sidebar: Configuring the Subject Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224
Managing Service Request Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Resolving a Service Request Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228
Canceling and Reopening a Service Request Case . . . . . . . . . . . . . . . . . . . . . . . . . . .230
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233
235
Creating and Submitting a Knowledge Base Article . . . . . . . . . . . . . . . . . . . . . . . . . .237
Publishing a Knowledge Base Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Searching for a Knowledge Base Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .243
Removing an Article from the Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .245
Creating Article Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .249
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253
255
Creating a Service Contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256
Activating and Renewing a Contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264
Working with Service Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .269
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275
12 Working with Contracts and Queues
Part 4 Reporting and Analysis
13 Working with Filters and Charts
279
Applying Filters to Your Data and Saving Filtered Views . . . . . . . . . . . . . . . . . . . . . .280
Setting Additional Filters on a Saved View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .282
Using Charts to Analyze Microsoft Dynamics CRM Data . . . . . . . . . . . . . . . . . . . . . .283
Creating a New Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .288
Sharing a Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .292
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .294
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viii
Contents
14 Using Dashboards
15 Using the Report Wizard
297
Using Built-in Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .298
Creating Additional Dashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .303
Editing Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .308
Setting a Default Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Sharing a Dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .315
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
319
Creating a Report with the Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .322
Modifying a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .328
Sharing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .332
Scheduling a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .334
Categorizing a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .337
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .341
343
Performing Advanced Find Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .344
Organizing and Formatting Advanced Find Results . . . . . . . . . . . . . . . . . . . . . . . . . .349
Creating and Sharing a Saved View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353
Using Advanced Filter Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .356
Using Edit Multiple Records and Assign Multiple Records
from Advanced Find . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .358
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .361
363
Exporting Static Data to Excel Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .364
Exporting Dynamic Data to Excel Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .368
Exporting Dynamic Data to Excel PivotTables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371
Sidebar: Advanced PivotTables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Uploading Excel Reports to the Reports List in Microsoft Dynamics CRM . . . . . . .377
Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .378
16 Using Advanced Find
17 Reporting with Excel
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