Benson - Microsoft.Dynamics.CRM.2011.Customization.and.Configuration.Nov.2012.pdf

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Microsoft Dynamics CRM 2011
Customization & Coniguration
(MB2-866) Certiication Guide
A practical guide to customizing and coniguring
Microsoft Dynamics CRM 2011 focused on helping
you pass the certiication exam
Neil Benson
BIRMINGHAM - MUMBAI
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Microsoft Dynamics CRM 2011 Customization &
Coniguration (MB2-866) Certiication Guide
Copyright © 2012 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, without the prior written
permission of the publisher, except in the case of brief quotations embedded in
critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy
of the information presented. However, the information contained in this book is
sold without warranty, either express or implied. Neither the author, nor Packt
Publishing, and its dealers and distributors will be held liable for any damages
caused or alleged to be caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the
companies and products mentioned in this book by the appropriate use of capitals.
However, Packt Publishing cannot guarantee the accuracy of this information.
First published: November 2012
Production Reference: 1141112
Published by Packt Publishing Ltd.
Livery Place
35 Livery Street
Birmingham B3 2PB, UK.
ISBN 978-1-84968-580-1
www.packtpub.com
Cover Image by Artie Ng ( artherng@yahoo.com.au )
Credits
Author
Neil Benson
Project Coordinator
Joel Goveya
Reviewers
Michael Ferreira
Proofreader
Mario Cecere
Joel Lindstrom
Tanguy Touzard
Indexer
Tejal Soni
Jerry Weinstock
Graphics
Valentina Dsilva
Aditi Gajjar
Acquisition Editor
Kerry George
Lead Technical Editor
Dayan Hyames
Production Coordinators
Manu Joseph
Conidon Miranda
Technical Editor
Prasad Dalvi
Cover Work
Manu Joseph
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About the Author
Neil Benson started his CRM career as a sales professional dissatisied with
his organization's CRM system 15 years ago. Since then he has been selling,
implementing, and customizing CRM systems with an emphasis on user adoption
to maximize return-on-investment. In 2006, he founded Increase CRM, the UK's
leading provider of hosted Microsoft Dynamics CRM and he currently works for
Slalom Consulting in Los Angeles, California, as a CRM architect. He is a Microsoft
Certiied Technical Specialist for Microsoft Dynamics CRM and has been a Microsoft
Most Valuable Professional for CRM since 2010. He is also a speaker at numerous
CRM user groups and Microsoft conferences.

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