[...]... .27 x Microsoft CRM 3 For Dummies Filtering and Searching for Records 29 Filtering records 29 Searching with the magnifying glass icon 30 Searching with the Form Assistant 33 Searching with the Advanced Find Feature 33 Chapter 3: Using Microsoft CRM Online and Offline 37 Functionality 38 The Outlook Client 38 Using Microsoft CRM functions... work .33 0 Relating a subject to the product catalog .33 0 Relating a subject to sales literature .33 1 Chapter 26: Managing Queues 33 3 Queue Overview 33 4 Personal and Public Queues .33 4 Creating a Queue 33 5 Activities and Queues 33 8 Assigning an activity to a queue .33 8 Accepting activities 34 0 Chapter... 34 3 Creating a Contract Template 34 3 Understanding Contract Status 34 5 Creating a Contract 34 6 Adding Contract Lines to a New Contract 35 0 Renewing a Contract 35 3 Creating a Case and Linking It to a Contract 35 3 xv xvi Microsoft CRM 3 For Dummies Part VI: The Part of Tens 35 5 Chapter 28: Ten Add-Ons 35 7 Converting... 36 5 Using CRM s Built-in Help 36 6 Getting the Straight Story from Newsgroups 36 7 Finding an Expert 36 9 Investing in Training 37 1 Microsoft Packaged Service and Support 37 2 QuickStart 37 2 QuickPlan 37 2 Express Consulting 37 3 Software Assurance 37 3 Getting in Touch with Us 37 4 Accessing General CRM Resources... Insight .35 8 Increasing Your Productivity 35 9 Productivity packs from c360 35 9 Axonom’s Powertrak 36 0 eBridge BizTalk Server Adapter 36 1 Quotes and Proposals 36 2 Getting more from your quotes 36 2 Proposals and RFPs 36 2 Alerts and Alarms 36 3 Business Intelligence 36 3 Enhancing Field Service Organization .36 4 Chapter... .37 4 Index 37 5 Introduction T his book is about Microsoft Dynamics CRM Version 3. 0, which we refer to as simply Microsoft CRM or just CRM We assume that Microsoft CRM just showed up on your desktop computer or notebook Chances are, you already have some experience with one or more of the popular predecessors to CRM — ACT, GoldMine, SalesLogix, or an earlier release of Microsoft CRM Or maybe... system, you’ll probably find that setting up CRM is too expensive and technology-intensive Enter Business Contact Manager, which Microsoft makes available for free for up to five users of Outlook 20 03 Microsoft CRM will automatically import all data into Microsoft CRM when you grow into it Chapter 1: Taking a First Look at Microsoft CRM 3 Using Microsoft CRM Successfully The difference between a successful... Your Customers .2 83 Chapter 23: Working with Cases 285 Chapter 24: Scheduling Services 30 1 Chapter 25: Managing Your Subjects 31 9 Chapter 26: Managing Queues 33 3 Chapter 27: Building Contracts 34 3 Part VI: The Part of Tens 35 5 Chapter 28: Ten Add-Ons .35 7 Chapter 29: Ten Ways to Get Help 36 5 Index .37 5 Table of Contents... candidate for success with CRM If you have fewer than ten users, you may want to look at Microsoft Business Contact Manager, which is a free addon to Outlook 20 03 for small businesses 2 Microsoft CRM 3 For Dummies If you have an IT department comfortable with the care and feeding of servers and have Internet connectivity with good firewalls and security, you should consider installing and using CRM Otherwise,... 127 xi xii Microsoft CRM 3 For Dummies Chapter 11: Running Reports 131 Identifying Report Categories 132 Accessing Reports . 133 Report Filtering 135 Using Viewing Options 138 Exporting and Printing Your Report 139 Exporting Records to Excel 140 Chapter 12: Sending Announcements 1 43 Creating . 1 Part I: Microsoft CRM Basics 7 Chapter 1: Taking a First Look at Microsoft CRM 3 9 Chapter 2: Navigating the Microsoft CRM System 19 Chapter 3: Using Microsoft CRM Online and Offline 37 Part. sales literature 33 1 Chapter 26: Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33 3 Queue Overview 33 4 Personal and Public Queues 33 4 Creating a Queue 33 5 Activities. Newsgroups 36 7 Finding an Expert 36 9 Investing in Training 37 1 Microsoft Packaged Service and Support 37 2 QuickStart 37 2 QuickPlan 37 2 Express Consulting 37 3 Software Assurance 37 3 Getting in