CRM Step by Steps

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These CRM step by steps from Microsoft provide instructions for most functions in Microsoft Dynamics CRM to help get you started. Please click the links below for more information.

Start working in CRM (eBook)

Bring in your contacts (eBook)

Intro to Business Processes (eBook)

Customize a Business Process (eBook)

Sales

Run a report

Sales walkthrough

Drill down in a chart

Create or edit a lead

Create or edit an account

Create or edit an opportunity

Quick Create – Enter new contacts or other data

Keep track of notes, tasks, calls, or email with activities

Stay up-to-date with customer news with the activity feed

Marketing

Import accounts, leads, or other data

Create a marketing list

Create or edit a marketing campaign

Create a quick campaign

Track a campaign response

Let your customers unsubscribe from marketing communications

Service

Get started with service management

Define Service Level Agreements (SLAs)

Add a timer control to the Case form to track time against an SLA

Create an entitlement to define the support terms for a customer

Create or edit a queue

Set up queues to manage activities and cases

Create rules to automatically route cases

Automatically create a case from an email

Navigate the service calendar

Create a customer service schedule and define the work hours

Set up a holiday schedule

Create and manage a case

Add a phone call, task, email, or appointment activity to a case record

Merge similar cases

Create and manage parent and child cases

Find what’s assigned to you in a case