Table of Contents

Introduction: What is customer engagement?

Section 1: Using CRM

Application Navigation

Finding Data

Customer Management (Who is your customer?)

Activity Management

Sales Management

  • Opportunity
  • Quotes
  • Orders and Invoices

Customer Service Management

Reporting

Section 2: Configuring CRM

Entity Configuration

Form Configuration

View Configuration

Process Automation (BPF, business rules, and workflow)

Search Configuration

Solution Management and App Modules

Section 3: Administering CRM

Security

Exchange Integration

Outlook App

SharePoint Integration

Mobile

Section 4: Extending CRM

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