Summary

Microsoft CRM includes multiple setting and configuration options for various functionality areas. We could not review all the Microsoft CRM settings in detail because there are so many, so we chose the most commonly used areas of the application. We explained how you can change the settings to use Contract, Article, and E-mail templates, including using the Direct E-mail feature in Microsoft CRM. We also summarized Subjects, Announcements, Relationship Roles, and Queues. Then we went into the details of how Microsoft CRM uses tracking tokens for automatically capturing customer responses and e-mail conversation threads. Finally, we described several options to consider when preparing mass mailings for your customers.