Microsoft Dynamics CRM 2011 Administration Bible -- About the Authors -- Credits -- Managing Customers with CRM -- Part I: Laying a Solid Foundation -- Chapter 1: Familiarizing Yourself with CRM -- Getting Acquainted with CRM: Concepts and Terminology -- Understanding What Makes Microsoft Dynamics CRM Unique -- XRM: Extending CRM -- Planning a Successful CRM Project -- Summary -- Chapter 2: Taking a Tour of Dynamics CRM -- Looking at What's New in Microsoft Dynamics CRM 2011 -- Changes to the User Experience -- Choosing a Deployment Option -- System Requirements -- Accessing CRM -- Summary -- Part II: Installing Dynamics CRM -- Chapter 3: Architecting Your CRM System -- Planning Your Installation Strategy -- Breaking Out Server Roles -- Installing the Dynamics CRM Server -- Upgrading the Dynamics CRM Server -- Summary -- Chapter 4: Installing Other Components for Dynamics CRM -- Installing Ancillary Server Components -- Configuring Dynamics CRM for External Access -- Intergrating E-Mail with Dynamics CRM -- Installing the Outlook Client -- Summary -- Part III: Administering Dynamics CRM -- Chapter 5: Post-Installation System Settings -- Putting Your Dynamics CRM House in Order -- Taking Your Network and Domain Policies into Consideration -- Planning and Implementing Your Organization's Structure -- Preparing for Your First User -- Summary -- Chapter 6: Managing Users in Dynamics CRM -- Understanding Licensing Options -- Authenticating Users -- Managing Users -- Summary -- Chapter 7: Using the Deployment Manager -- Using the Deployment Manager Console -- Summary -- Chapter 8: Managing Data -- Importing Data with the Import Data Wizard -- Detecting Duplicates -- Cleaning Up Your Data with the Bulk Deletion Wizard -- Summary -- Chapter 9: Maintaining, Optimizing, and Troubleshooting Dynamics CRM -- Maintaining Dynamics CRM -- Optimizing Dynamics CRM.

Troubleshooting Errors and Performance Problems -- Summary -- Part IV: Using Microsoft Dynamics CRM -- Chapter 10: Getting to Know the CRM Application -- Navigating the Dynamics CRM Interface -- Record Ownership -- Connections and Customer Relationships -- Managing Activities with Dynamics CRM -- Using Queues -- Working with E-mail Templates -- Merging Duplicate Records -- Using Your Mobile Device with Dynamics CRM -- Summary -- Chapter 11: Using Dynamics CRM for Outlook -- Comparing the Outlook and Web Versions of Dynamics CRM -- Using Dynamics CRM within Outlook -- Using the Outlook Extensions -- Summary -- Chapter 12: Using the Sales Functions -- Understanding the Sales Lifecycle -- Managing Leads -- Managing Oppurtunities -- Working with the Product Catalog -- Working with Quotes, Orders, and Invoices -- Summary -- Chapter 13: Using the Marketing Functions -- Managing Campaigns -- Using Quick Campaigns -- Working with Marketing Lists -- Other Marketing Functions -- Summary -- Chapter 14: Using the Service Functions -- Managing Cases -- Scheduling Service -- Summary -- Part V: Customizing Dynamics CRM Through the User Interface -- Chapter 15: Realizing the Benefits of Office and SharePoint Integration -- Exporting and Importing Data with Microsoft Excel -- Mail Merging with Microsoft Word -- Working with SharePoint Integration -- Summary -- Chapter 16: Tailoring CRM to Your Organization -- Understanding Customization and Configuration -- Working with Solutions -- The Solutions Marketplace -- Summary -- Chapter 17: Working with CRM Entities -- Understanding Entities -- Creating Custom Entities -- Customizing Entities -- Summary -- Chapter 18: Automating Your Organization with Processes -- Understanding Processes in Dynamics CRM -- Working with Workflows -- Working with Dialogs -- Understanding Other Process Concepts -- Summary.

Part VI: Customizing Dynamics CRM with Custom Code -- Chapter 19: Understanding the Other Customization Options -- Customizing Option Sets -- Setting Up Queues -- Customizing Mobile Express -- Managing Connection Roles and Relationship Roles -- Working with CRM Extensions -- Summary -- Chapter 20: Understanding the Development Options -- Understanding Development Options -- Setting Up Development and Testing Environments -- Summary -- Chapter 21: Working with Client-Side Customizations -- Getting Started with Coding in CRM -- Other Customizations -- Summary -- Chapter 22: Working with Server-Side Customizations -- Becoming Familiar with Dynamics CRM's Architecture and Development Model -- Developing Server-Side Extensions for Different Deployment Scenarios -- Interfacing with Dynamics CRM -- Plugging-in to the Platform -- RESTing with Dynamics CRM -- Connecting to the Cloud with Azure -- Extending Dynamics CRM Workflow -- Summary -- Part VII: Visualizing Your Dynamics CRM Data with Charts, Reports, and Dashboards -- Chapter 23: Using the Built-in Reporting Tools -- Leveraging Dynamics CRM's Business Intelligence Capabilities -- Using the Report Wizard -- Using Excel as a BI Tool -- Summary -- Chapter 24: Working with Visualizations: Charts and Dashboards -- Working with Charts -- Working with Dashboards -- Summary -- Chapter 25: Custom Reporting for Dynamics CRM -- Examining the Anatomy of Dynamics CRM Reporting -- Selecting the Right Report Development Tools -- Designing Professional Reports -- Developing Your First Custom Report -- Sharing Custom Reports -- Summary -- Part VIII: Extending and Integrating Dynamics CRM -- Chapter 26: Connecting to Other Systems: Migration and Integration with Dynamics CRM -- Preparing for Integration -- Defining Migration and Integration Scenarios -- Adhering to Best Practices for Migration and Integration.

Selecting Tools for Migration and Integration -- Integrating Dynamics CRM with a Web Site -- Adding Functionality with Integrated ISV Solutions -- Summary -- Chapter 27: XRM: Going Beyond Traditional CRM -- Exploring XRM -- Walking Through a Typical XRM Scenario -- Summary -- Part IX: Appendixes -- Appendix A: Advanced Integration with SharePoint 2010 -- Integrating with SharePoint -- Integration Examples -- Summary -- Appendix B: Accessing and Using Online Resources -- Index.