Using CRM - scenarios and functionality
These videos show some important functionality for users with Microsoft CRM 2011 based applications.

Document management in CRM 2011 This shows Share Point integration with CRM 2011 - providing a single point for all information types relating to contacts & organisations			Dashboards in CRM 2011 Superb visual aids to better understand data, and making reporting, a delight
CRM 2011 inside Outlook Very nicely integrated with lots of functionality - not just email integration - never leave Outlook			Service management This video shows older CRM 4 integrated with Share Point in a service scenario
Guided processes in CRM 2011 Stepping people through data collection and processes, to provide consistency and simplification for colleagues			User Interface In CRM 2011 commands are now displayed in easy to find places, reducing the number of clicks necessary to carry out a particular action.
Queues Ques are now a user owned entity. This means you now get to set accessibility and visibility of Queues and Queue items.			Service - Articles The 'Articles' grid now functions just like other entities in CRM 2011. For example,Instead of the Search Bar, CRM 2011 now uses the standard Search for Records functionality like in other entities.
Sales Goal Management An easier way to track, manage and monitor your achievements through new functionalities such as Goals, Goal Metrics, and Rollup Query.			Addition to Goals Add individual sales goal and sum them up to your own goals using 'Parent and Child Goals' functionality.
Auditing Use the Auditing functionality straight out of the box and have the flexibility of choosing what to audit.			Bulk Activity Management Achieve high productivity data accuracy by minimising repetitive actions through Bulk Activity Management.
Bulk E-mail Attachments Add file attachments to bulk e-mail activities. Do this when you send direct e-mails, Quick Campaigns, Campaign activity distributions lists, and mail merge with Outlook.			Campaigns and Campaign Templates Understand the difference between Campaigns and Campaign Templates and learn how to use them for effective and succesful marketing campaigns.
Charts Visualise your data by using charts using CRM 2011. Use Charts for Sales, Marketing, Leads, Cases and many more.			Connections Create and view Relationships between two records by using Connections. Choose to connect a Lead to an Account, Connect one Account to Another, or Connect a Record to Yourself.
Currencies CRM 2011 improvements to the multi-currency feature to best serve all currencies. Three new precision options are available in this latest version.			Custom Activities CRM 2011 provides an enhanced platform to better improve communication channels between your organisation and your customers by supporting new types of communication methods such as IM and SMS.
Dialogs Dialogs are a great way to improve customer interaction.   Dialogs are similar to Workflows in that a series of steps are carried out while interacting with a customer or completing a process.			Field Level Security Field level security allows administrators to set permissions on each field to allow a user to update, create, and/or read that specific field.
Filters and Views CRM 2011 now makes it easy for users to manage, maintain and filter the way they view data with enhance Filters and Views.			Forms and Views Forms and Views on CRM 2011 just got even better with the addition of Headers and Footers, Sub grids and Record set navigation --greatly reducing time spent switching between screens and information.
Marketing Lists Marketing Lists are a great way to organise Contacts, Leads, or Accounts that match a specific set of criteria. And with CRM 2011, you get additional options such as the ability to add your list to a campaign or add a quick campaign without having to shift views or screens.			Negative Pricing Negative pricing gives users the ability to enter in negative quantity and amount fields as well as negative prices. This is particularly important for instances when you need to give a credit back to a customer.
Opportunities In CRM 2011, Opportunities are given added fields and functionalities to help you better track your potential revenue-generating events.			Orders In previous versions, we normally convert a Quote that has been won into an Order. In CRM 2011, we now have the ability to create an Order directly, without having to convert a Quote first.
Products and Product Catalog Add Products to your Product Catalog and associate them with Events or Campaigns quickly and easily with CRM 2011.			Quick Campaigns Create an activity to communicate with Accounts, Leads, or Contacts using Quick Campaigns. CRM 2011 gives you 3 ways to select the list of recipients for your Quick Campaign.
Recurring Appointments Similar to the recurring appointment functionality in Outlook and from within CRM 2011, there are 3 ways to create recurring appointments - without having to change views.			Reports Reports can be created in CRM a number of ways, but in CRM 2011, creating and editing reports using the Report Wizard Report feature makes it simple, easy, and fast.
Roles and Role Editor In CRM 4.0 not all privileges were available on the role editor screen. You had to copy a security role in order to create a new one in order to get those hidden privileges.In CRM 2011, all system privileges are now viewable and editable through the role editor.			Security - Teams CRM 2011 does not require a specific user to be the owner of a certain record anymore and this helps in reducing the amount of record ownership housekeeping required from administrators when, for example, users change teams/units or leave the company.
Quotes Quotes are formal offers for products or services which includes specific pricing and payment terms which is then sent out to a Contact or Opportunity.			Opportunity Enhancements to Opportunity include: Create an Opportunity with a Write-In Product, pricing override for Opportunity products, create a Quote or an Invoice from an Opportunity with a Write-In and existing products.