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Microsoft Dynamics CRM 2011 管理宝典
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更新于2024-07-22
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"Microsoft Dynamics CRM 2011 Administration Bible 是一本由 Wiley Publishing, Inc. 出版的关于Microsoft Dynamics CRM 2011管理的详细指南,由Matthew Wittemann和Geoff Ables合著。这本书旨在提供全面的CRM系统管理知识,适合IT专业人士和管理员参考使用。"
在Microsoft Dynamics CRM 2011 Administration Bible中,读者可以学习到以下几个关键知识点:
1. **系统安装与配置**:书籍会详细解释如何规划、安装和配置Microsoft Dynamics CRM 2011环境,包括服务器设置、数据库配置以及客户端部署等。
2. **角色中心与工作流管理**:书中涵盖了CRM系统中的角色中心设计,帮助用户理解不同角色的工作流程,并教导如何创建和定制符合业务需求的工作流。
3. **数据管理**:讲解如何有效地管理CRM系统中的数据,包括数据导入、导出、清洗、去重,以及如何设置数据验证规则和数据安全策略。
4. **自定义与扩展性**:介绍如何利用CRM的自定义功能,如字段、实体、视图和表单的创建,以及如何通过插件和工作流扩展系统功能。
5. **报告与分析**:阐述如何使用CRM内置的报告工具,如SQL Server Reporting Services (SSRS) 和Microsoft Excel,生成各种业务报告,以及如何设置数据分析和仪表板。
6. **系统管理和维护**:详细讨论系统的日常管理任务,如性能优化、备份与恢复、错误排查,以及更新和升级策略。
7. **集成与API**:探讨与外部系统(如Office、ERP或第三方应用)的集成方法,介绍使用CRM Web服务接口(如CRM SDK)进行开发。
8. **移动访问与Outlook集成**:解释如何配置和管理移动设备上的CRM访问,以及与Microsoft Outlook的深度集成,提高用户生产力。
9. **安全性与权限**:深入讲解CRM的安全模型,包括角色、团队、权限和访问级别,确保数据的安全性和合规性。
10. **最佳实践与案例研究**:书中可能包含实际案例和最佳实践,帮助读者理解和应用理论知识到实际工作场景。
本书对于希望深入理解和管理Microsoft Dynamics CRM 2011系统的IT专业人员来说,是一本不可多得的参考书籍,它提供了丰富的实践经验、技巧和策略,以帮助用户提升CRM系统的效能和价值。
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Contents
Description ............................................................................................................................422
Type and format ..................................................................................................................423
Creating new option sets (picklists) ..........................................................................424
IME mode ...............................................................................................................................425
Working with relationships .......................................................................................................425
Understanding relationship types ..............................................................................426
Understanding relationship behavior .......................................................................428
Viewing, creating, and customizing relationships ...............................................430
Mapping fields between relationships ......................................................................433
Working with forms ......................................................................................................................434
Understanding form types..............................................................................................434
Understanding form layout ............................................................................................434
Using the form designer ..................................................................................................436
Working with role-based forms ...................................................................................441
Deleting fields ...................................................................................................................................442
Customizing views .........................................................................................................................444
Understanding view types ..............................................................................................445
Creating and modifying views ......................................................................................445
Editing filter criteria .........................................................................................................446
Customizing charts ........................................................................................................................449
Renaming entities ...........................................................................................................................449
Summary .........................................................................................................................................................452
Chapter 18: Automating Your Organization with Processes .......... 453
Understanding Processes in Dynamics CRM ...................................................................................454
Programming without coding ...................................................................................................454
Understanding business process automation ....................................................................454
Designing and diagramming processes ................................................................................455
Processes and solutions ...............................................................................................................457
Working with Workflows ........................................................................................................................457
Creating workflows........................................................................................................................459
Workflow scope ..................................................................................................................460
Workflow triggers ..............................................................................................................461
Adding workflow steps ................................................................................................................462
Workflow conditions ........................................................................................................462
Wait conditions ...................................................................................................................464
Workflow actions ...............................................................................................................465
Working with dynamic values ......................................................................................466
Workflow stages .................................................................................................................467
Updating existing workflows .....................................................................................................469
Working with Dialogs ................................................................................................................................470
Creating dialogs ..............................................................................................................................471
Dialog triggers .....................................................................................................................471
Input arguments and variables ....................................................................................472
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Contents
Adding dialog steps ........................................................................................................................472
Stages, conditions, and dynamic values ....................................................................472
Pages, prompts, and responses ....................................................................................473
Dialog actions .......................................................................................................................475
Understanding Other Process Concepts ...........................................................................................477
Running on demand processes .................................................................................................477
Administration, notes, and attachments ..............................................................................477
Documenting your processes ........................................................................................477
Deleting completed workflow jobs .............................................................................477
Creating and using process templates ...................................................................................478
Monitoring processes ...................................................................................................................478
Running processes using JScript ..............................................................................................479
Process extensions .........................................................................................................................479
Using .NET and the Windows Workflow Foundation
to extend your processes ......................................................................................................479
Plug-ins: Using custom code for added process flexibility ...........................................479
Process examples ............................................................................................................................479
Summary .........................................................................................................................................................480
Part VI: Customizing Dynamics CRM with Custom Code 481
Chapter 19: Understanding the Other Customization Options ....... 483
Customizing Option Sets ..........................................................................................................................483
Setting Up Queues .......................................................................................................................................485
Creating and customizing a queue ..........................................................................................485
Automating queues ........................................................................................................................486
Approving queue e-mail ..............................................................................................................487
Customizing Mobile Express ..................................................................................................................488
Managing Connection Roles and Relationship Roles ..................................................................490
Adding connections to entities .................................................................................................491
Configuring connection roles ....................................................................................................491
Working with CRM Extensions .............................................................................................................492
Extending forms ..............................................................................................................................492
Extending dashboards ..................................................................................................................495
Extending processes ......................................................................................................................495
Summary .........................................................................................................................................................496
Chapter 20: Understanding the Development Options ............. 497
Understanding Development Options ...............................................................................................498
Envisioning the possibilities ......................................................................................................499
Understanding the fundamentals ............................................................................................502
Client-side and server-side customization ..............................................................502
Dynamics CRM development terminology ..............................................................503
Using the Software Development Kit (SDK) ...........................................................507
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Contents
Making smart development decisions ...................................................................................507
Avoiding unsupported customizations .....................................................................508
Developing for CRM Online usage ...............................................................................508
Setting Up Development and Testing Environments ..................................................................509
Establishing processes, procedures, and governance ....................................................511
Using the right development tools ..........................................................................................512
Planning and configuring your environment .....................................................................513
Configuring an entry level development environment ......................................514
Configuring a mid-tier development environment .............................................516
Configuring an enterprise class development environment ...........................517
Configuring a CRM Online development environment ......................................520
Summary .........................................................................................................................................................520
Chapter 21: Working with Client-Side Customizations .............. 523
Getting Started with Coding in CRM ...................................................................................................524
Understanding Web resources .................................................................................................524
Understanding events ...................................................................................................................524
Form onLoad and onSave events.................................................................................525
Field onChange event .......................................................................................................526
Tab TabStateChange event .............................................................................................526
Iframe OnReadyStateComplete Event .......................................................................526
Ribbon control events ......................................................................................................526
Database events ..................................................................................................................526
Writing JScript ..................................................................................................................................526
Understanding JScript libraries ....................................................................................527
Hello world ............................................................................................................................527
How the JScript code works ...........................................................................................531
Options for loading your JScript code........................................................................532
Additional JScript code examples ................................................................................532
Testing your JScript code ................................................................................................539
Converting your Dynamics CRM 4.0 JScript ............................................................540
Supported and unsupported JScript ..........................................................................541
Working with Web pages ...........................................................................................................541
Using HTML Web resources ..........................................................................................541
Hello world ............................................................................................................................542
Creating mash-ups with Iframes .................................................................................543
Other Customizations ................................................................................................................................547
Calling CRM functions with URLs ............................................................................................547
Copying or sending a URL link ......................................................................................547
Launching dialog processes with a URL ...................................................................548
Creating links in JScript or processes ........................................................................548
Modifying XML files .......................................................................................................................549
Modifying the site map.....................................................................................................549
Customizing the getting started pane ........................................................................552
Modifying the Ribbon menu ..........................................................................................554
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Contents
Updating chart XML ...........................................................................................................556
Updating process XAML ..................................................................................................557
Summary .........................................................................................................................................................558
Chapter 22: Working with Server-Side Customizations ............. 561
Becoming Familiar with Dynamics CRM’s Architecture and Development Model .......562
Exploring the Extensibility Architecture ..............................................................................563
Developing Server-Side Extensions for Different Deployment Scenarios .........................566
Deciding where to store your custom server-side code ................................................566
Deploying code for offline use ...................................................................................................567
Comparing the sandbox service to non-isolated mode ..................................................568
Creating plug-ins for the sandbox ...............................................................................568
Setting up users to deploy plug-ins ............................................................................569
Interfacing with Dynamics CRM ...........................................................................................................570
Understanding the Web services .............................................................................................570
Accessing the Web services ........................................................................................................571
Plugging-in to the Platform.....................................................................................................................572
Looking at how Dynamics CRM incorporates plug-ins ..................................................573
Message support for plug-ins ........................................................................................573
Event pipeline stages ........................................................................................................573
Synchronous and asynchronous execution modes ..............................................574
Walking through a sample plug-in ..........................................................................................574
Deploying a plug-in ........................................................................................................................578
RESTing with Dynamics CRM ................................................................................................................583
Querying Dynamics CRM’s OData service ............................................................................583
Using the OData endpoint in Visual Studio ..........................................................................585
Connecting to the Cloud with Azure ...................................................................................................586
Signing up for Azure services ....................................................................................................588
Setting up your AppFabric services ........................................................................................589
Getting started with an Azure-enabled solution ...............................................................590
Extending Dynamics CRM Workflow .................................................................................................593
Creating custom steps for use in building workflow rules ...........................................594
Creating or modifying a complete workflow rule ............................................................595
Summary .........................................................................................................................................................597
Part VII: Visualizing Your Dynamics CRM Data
with Charts, Reports, and Dashboards 599
Chapter 23: Using the Built-in Reporting Tools ................... 601
Leveraging Dynamics CRM’s Business Intelligence Capabilities ...........................................602
Using Advanced Find as a reporting tool .............................................................................602
Example 1: Creating a view of important customers
in a salesperson’s territory ......................................................................................603
Example 2: An advanced Advanced Find view ......................................................604
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Contents
Getting the most from the included reports .......................................................................606
Administrative reports ....................................................................................................607
Marketing reports ..............................................................................................................608
Sales reports .........................................................................................................................609
Service reports ....................................................................................................................611
Using the Report Wizard..........................................................................................................................612
Creating your first report with the wizard ..........................................................................612
Setting default filters and report options .............................................................................616
Using Excel as a BI Tool ............................................................................................................................616
Exporting data to Excel ................................................................................................................616
Creating useful reports with Excel ..........................................................................................617
Making the pivot table available to other users ................................................................620
Summary .........................................................................................................................................................621
Chapter 24: Working with Visualizations: Charts and Dashboards ..... 623
Working with Charts .................................................................................................................................624
Using charts .......................................................................................................................................624
Viewing charts .....................................................................................................................624
Interacting with charts.....................................................................................................625
Managing charts ..............................................................................................................................627
Creating charts ....................................................................................................................627
Using charts on forms .......................................................................................................631
Importing and exporting charts ...................................................................................631
Modifying charts with the software development kit (SDK) ...........................632
Working with Dashboards ......................................................................................................................633
Using dashboards ...........................................................................................................................634
Viewing dashboards ..........................................................................................................634
Interacting with dashboards .........................................................................................635
Managing dashboards ...................................................................................................................636
Creating dashboards .........................................................................................................636
Understanding iframes and Web resources ...........................................................637
Summary .........................................................................................................................................................638
Chapter 25: Custom Reporting for Dynamics CRM ................ 639
Examining the Anatomy of Dynamics CRM Reporting ...............................................................640
Taking a look at how Dynamics CRM interacts with the report server ..................640
Serving a report through Dynamics CRM .............................................................................641
Report file format ...............................................................................................................642
Working with the report..............................................................................................................643
Selecting the records to report on ..............................................................................643
Filtering a report ................................................................................................................644
Using report controls ........................................................................................................644
Selecting the Right Report Development Tools .............................................................................645
Business Intelligence Development Studio (BIDS) ..........................................................645
SQL Server 2008 R2 Report Builder 3.0 ...............................................................................648
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