This book is an encyclopedia of Microsoft Dynamics CRM functionalities and explains on a detailed level how to use individual and complex functions to achieve a better customer support.

Individual tips - Helpful hints for daily use1Operative CRM2Right-click on Records3Send Link via Email4Microsoft Dynamics CRM has encountered an error6Contracting the column width7Recently viewed Records8Sorting several columns9Bulk Edit10Printing a Record12Use of alerts for events13Use of field descriptions19Use of the mouse wheel for navigation20Views for duplicate detection21Navigation between records from a View23Finding the right data in a Lookup field24Navigate backwards26Choosing several Records in a View27Merging of contacts if warned about a duplicate28Overview on all activities29Communicative CRM34Detailed overview concerning the customers history35Conversion of activities in campaign responses37Integrate marketing list members without characteristics39Defining the recipients for direct mailings45Pending emails47Analytic CRM48Social Area vs. Sub grid49Party list field vs. Lookup field51Collaborative CRM54Follow-Function55Deleting not needed views or followings57Relationships for customers59Strategic CRM62Self help63Connections vs. relationships67Serial tips - How to-series for complex functions73How to: Excel74How to: Providing an import template for excel75How to: Export of notes to excel77How to: Static or dynamic excel sheet79How to: Outlook82How to: Marking Records by color83How to: Time stamp for tracked eMails84How to: Recently viewed Records85How to: Adjusting Outlook views86How to: Number of Records in a View88How to: Search90How to: The different search functions91How to: Filtering in views94How to: Searching for a date with random time95How to: Searching for data based on their context96How to: Using wildcards97How to: Using the enter or tab key in the Lookup field98How to: Personalising Microsoft Dynamics CRM100How to: Showing more than 50 Records in a View101How to: Define standard views102How to: Opening your own user account104How to: Uploading pictures for personalization105How to: Data entry106How to: Using keyboard shortcuts107How to: Fast entry of dates108How to: Undo / Redo data entries109How to: Fast entry in Lookup fields110How to: Overwriting the indication of duration112How to: Differences in the use of the +- symbol113How to: Handling service activities116How to: Terminology of service activities117How to: Right entry of a resource118How to: Rule of service selection cannot be fulfilled120How to: Scheduling outside of working time122How to: Site-Alert124How to: Exceeding the number of resources126How to: Selection rule for resources128How to: Specification of too many resources130How to: Resources do not have required Capacity132How to: No resource selected135Glossary136Functions136Terms137List of tables139List of screenshots139

This book contains more than 60 scenarios (Tips & Tricks) for experienced users to allow a better software usage. Every scenario is structured by a Use Case, the Challenge nearly all users face when working with individual and complex functions and a Solution Description to achieve a more efficient working. All scenarios are rated by level of difficulty, so that it's easy to identify the complexity of each function, and separated by topics to allow an identification.