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    Contents at a Glance

    Contents at a Glance

    Introduction

    Part I: Introduction to the Business Use of Microsoft Dynamics CRM

    Hour 1 What Is Microsoft Dynamics CRM?

    2 The Basic Vocabulary of CRM Functionality

    3 Microsoft Dynamics CRM 2011: What’s New

    4 Infrastructure Choices

    Part II: The Structure of Microsoft Dynamics CRM

    Hour 5 Security

    6 Managing Leads

    7 The Account Entity in More Detail

    8 The Sales Funnel

    9 Marketing Campaigns

    Part III: Getting Started Using the Software

    Hour 10 Entering Data as a Salesperson

    11 Configuring Your Interaction with Microsoft Dynamics CRM

    12 Contacts and Activity Capture

    13 Sending E-mail from Microsoft Dynamics CRM

    14 Microsoft Word Mail Merge

    15 Outlook Integration

    16 Workflows: Creating Simple Workflows

    Part IV: The Support Department

    Hour 17 Support Management


      

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