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Key Concepts and Terminology

This lesson discusses some of the key concepts and terms important when using Microsoft Dynamics CRM 4.0. This baseline knowledge is required to get the most out of Microsoft Dynamics CRM 4.0 and this course.

Chapter 2.1 - Overview of Microsoft Dynamics CRM-As-A-Service

ManaSyst's hosted version of Microsoft Dynamics CRM 4.0 is available to users over any connection to the Internet. It is a powerful, flexible tool that helps you track and facilitate interactions with customers and supports the entire customer lifecycle from marketing, to sales, through service. Microsoft Dynamics CRM 4.0 can be used by different business units. It offers many features, not all of which will be used by all organizations. Microsoft Dynamics CRM 4.0 also allows you to define record types and data fields, allowing you to customize the system to track items that are unique to your business needs. In addition, Microsoft Dynamics CRM 4.0 provides a rich reporting and workflow facilities to help you get the most out of your data and automate business processes.

Microsoft Dynamics CRM 4.0 provides a complete view of the interactions an organization has had with its customers. Microsoft Dynamics CRM4.0 modules are organized by functional area: Sales, Marketing, and Services. The core modules that track customer interactions are:

  • Accounts: Manage accounts, which are companies that your organization does business with.
  • Contacts: Manage contacts, which represent the customer, potential customer, or individuals related to an account.
  • Notes: Track details and attach files to record types. A single record can have one or more notes attached to it.
  • Activities: Track all interactions regarding a record in the system. Activities track e-mails, phone calls, appointments, tasks, and more.


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