Microsoft CRM 3 For Dummies Book

Pt. I	Microsoft CRM basics	7
Ch. 1	Taking a first look at Microsoft CRM 3	9
Ch. 2	Navigating the Microsoft CRM system	19
Ch. 3	Using Microsoft CRM online and offline	37
Pt. II	Setting the settings	49
Ch. 4	Personalizing your system	51
Ch. 5	Understanding security and access rights	63
Ch. 6	Managing territories, business units, and teams	73
Ch. 7	Developing processes	83
Ch. 8	Implementing rules and workflow	89
Ch. 9	Creating and using the knowledge base	105
Ch. 10	Setting up the product catalog	117
Ch. 11	Running reports	131
Ch. 12	Sending announcements	143
Pt. III	Managing sales	147
Ch. 13	Working with accounts and contacts	149
Ch. 14	Managing your calendar	161
Ch. 15	Setting sales quotas and generating forecasts	171
Ch. 16	Using E-mail	181
Ch. 17	Handling leads and opportunities	207
Ch. 18	Generating quotes, orders, and invoices	223
Ch. 19	Setting up your sales literature	233
Ch. 20	Using notes and attachments	241
Pt. IV	Making the most of marketing	247
Ch. 21	Targeting accounts and contacts	249
Ch. 22	Managing campaigns	263
Pt. V	Taking care of your customers	283
Ch. 23	Working with cases	285
Ch. 24	Scheduling services	301
Ch. 25	Managing your subjects	319
Ch. 26	Managing queues	333
Ch. 27	Building contracts	343
Pt. VI	The part of tens	355
Ch. 28	Ten add-ons	357
Ch. 29	Ten ways to get help	365