Configuration Guidelines for Core Functionality

Abstract

Each implementation phase of Microsoft Dynamics CRM 4.0 involves many decisions— decisions regarding scope, breadth of functionality, automation to include, architecture, functional design, and so on. This chapter details some of the most important areas of your CRM implementation, where your decisions can determine the effectiveness the application will have in supporting your functional requirements. An assessment of many configuration areas of the Dynamics CRM 4.0 application is included along with an explanation of why each area is important, what it affects, right and wrong approaches, and examples. The following application components will be covered:

• Business units and user security

• Accounts

• Contacts

• Marketing

• Leads

• Opportunities

• Sales transactions

• Service

• Custom entities

• Relationship roles and entity relationships

• CRM clients

• Miscellaneous configuration areas

• Custom extensions