Microsoft Dynamics CRM 4.0 User's Guide - MAEIL, Information ...

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Work with E-mail Activitiesand send an e-mail activity in the Web applicationCan I do this task?This task requires permissions that are found in all default security roles. More information about specificpermissions and performing this task while offline: E-mail PermissionsYou can create and send e-mail activities from Microsoft Dynamics CRM from the Activities area. E-mail messages sentfrom Microsoft Dynamics CRM do not appear in the Microsoft Dynamics CRM mail folders in Outlook.1. Start Microsoft Dynamics CRM 4.0.2. In the Navigation Pane, click Workplace, and then click Activities.3. On the Actions toolbar, click New.4. In the New Activity dialog box, click E-mail, and then click OK.5. On the E-mail tab, you must enter the following information.FromLocate and select the sender's name.ToLocate and select one or more recipients. You can select a record from a filtered list in theForm Assistant pane, or you can click the Lookup buttonto search for other records.SubjectType a subject for your e-mail message.DurationThis field is not required, but if you are tracking the amount of time spent on cases, and thismessage is related to a case, enter the amount of time spent on this message.DueIf you are not sending your e-mail message immediately, enter a date to complete and sendthe message. The message is not sent automatically.Enter any additional information you want. Use the Formatting toolbarYou cannot enter HTML tags or insert images into the body text of the message.TipYou can copy and paste content from Microsoft Office Word. This lets you take advantage offeatures such as spelling check and some text formatting. If your text is double-spaced, youcan press SHIFT+ENTER to single-space lines of text.You can include an image if the file is hosted on a public Web site. Use the copy and pastefeature of Microsoft Internet Explorer to include a link to the image in the message. The imageis displayed as long as the receipient has access to the Web site.6. You can also attach an article, template, or file to an e-mail activity.154 Microsoft Dynamics CRM 4.0 User’s Guide
To attach an articlea. To look up and select an article, on the Formatting toolbar, click Insert KB Article.b. Use the Search tab to specify conditions or criteria to locate the article.c. In the results list, select the article, and then click OK.The article appears the body of in your e-mail message.d. Type any additional text, or edit the article.To attach an e-mail templatea. To look up and select an e-mail template, click Insert Template.b. On the Insert Template dialog box, select the template you want to use. You can either usea global template, or a template specific to the record type you selected as the recipient. Forexample, account or customer.c. Click OK.The template appears in the body of your e-mail message and the subject line is updated withthe subject line of the template.d. Type any additional text or edit the text provided. Editing the text or subject line in themessage does not change the template.To attach a filea. Save the activity.b. On the Attachments tab, click New E-mail Attachment.c. In the Add Attachment dialog box, in the File Name box, type the name of the file, or clickBrowse to locate the file that you want to attach.d. Click Attach.To send the message immediately, click Send.The message is sent and the new closed activity appears in the History area with an assignedmessage number appended to the Subject column and the date sent in the Actual End column.– OR –To send the message at a later time, click Save and Close. The new draft activity appears in theActivities area. You can delete draft messages.To send the message, in the list of activities, open the e-mail activity, and click Send.ImportantAfter you save your e-mail message as a Microsoft Dynamics CRM e-mail activity, the saved message can be accessedby anyone who has access to your activities in Microsoft Dynamics CRM.NotesMicrosoft Dynamics CRM 4.0 User’s Guide 155
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Microsoft Dynamics CRM 4.0 User’s
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Table of ContentsChapter 1: Getting
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Chapter 3: Marketing ..............
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Chapter 1: Getting StartedThis chap
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Customer Service ManagementThe Cust
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Information in the Resource Center
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ToPressMove to the next option or o
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utton .Use an asterisk (* ) as a wi
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In any list, select multiple record
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Clear, delete, or group search crit
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a. In the Activities list, in the T
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Delete a saved search3. On the Stan
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Microsoft Dynamics CRM.Business Uni
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NoteYou cannot update an attached f
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From the Reports areaa. In the Work
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3. Click Enter Value, and enter a v
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The following export formats are in
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DueEnter the date and time that the
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is displayed as long as the receipi
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NotesWhen you close an activity, th
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CustomerYou must click the Lookup b
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In the Assign to Queue or User dial
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Attach a fileCan I do this task?Thi
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5. On the General tab, in the Recor
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To search all records on all pages
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ooYou can use the Modified On colum
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2. Select the record or records tha
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You cannot create a new contact or
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Assign to another userClick the Loo
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Or, select multiple recordsSelect s
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use Track in CRM.Copy a shortcut. O
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width (in pixels) that you want, an
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There is potential for data loss if
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To ensure that the file is exported
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Notes and attachmentsYou can delete
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A record will only import if all Mi
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9. After reviewing the details, if
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The Created On and Modified On attr
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. Click Browse, select the comma-se
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TipIf you create a data map that yo
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Add any file or link to a Web page
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To adjust the width of a column, cl
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6. In the list of available records
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Configure sortingTo change the sort
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If you export a dynamic worksheet o
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If the recipients are in the same d
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To select a report from a record or
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To install the required control, cl
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Competitor Win Loss ReportUse this
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Web linksStatic filesDynamic files
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- OR -To start from a copy of an ex
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Column width. Width of the column h
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ooForms for related record typesRep
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Only reports that relate to the cur
Page 109 and 110: To page through the report, on the
Page 111 and 112: Add a report without using the Repo
Page 113 and 114: If you use the Microsoft Dynamics C
Page 115 and 116: share the.RDL file with the report
Page 117 and 118: g. To ungroup a group, click the Op
Page 119 and 120: If the report is enabled for pre-fi
Page 121 and 122: Create, edit, or copy a report usin
Page 123 and 124: a. For each row you want to group,
Page 125 and 126: oShow chart. To view data for a cha
Page 127 and 128: Make a report available for externa
Page 129 and 130: a. In the Microsoft Dynamics CRM Re
Page 131 and 132: Use Microsoft Office Word 2003Can I
Page 133 and 134: 3. On the Actions menu, click Make
Page 135 and 136: TipTo share your new file with othe
Page 137 and 138: 4. On the Actions toolbar, click Se
Page 139 and 140: 7. If necessary, you can add or del
Page 141 and 142: While working with quotes, removing
Page 143 and 144: 7. Click OK.Microsoft Dynamics CRM
Page 145 and 146: RegardingThis field is used to link
Page 147 and 148: DueIf you are not sending your e-ma
Page 149 and 150: Close an activityCan I do this task
Page 151 and 152: 6. Click Save or Save and Close.Not
Page 153 and 154: Assign an activity to a user or que
Page 155 and 156: Work with Integrated Instant Messag
Page 157 and 158: More information: Creating and Usin
Page 159: Sending and Replying to E-Mail Mess
Page 163 and 164: This procedure does not create an O
Page 165 and 166: After a message is sent, the status
Page 167 and 168: Set the option to send and receive
Page 169 and 170: Convert an activity to a caseCan I
Page 171 and 172: You can enter a description of the
Page 173 and 174: Increasing Your EfficiencyPersonali
Page 175 and 176: 2. In the Set Personal Options dial
Page 177 and 178: Create the duplicatesThis option al
Page 179 and 180: Create or edit an e-mail templateCa
Page 181 and 182: Set how your e-mail is trackedCan I
Page 183 and 184: In the above options, if you chose
Page 185 and 186: You can export to a static or dynam
Page 187 and 188: Create, Edit, or Copy a Report Usin
Page 189 and 190: However, rows with field values fro
Page 191 and 192: oShow chart. To view data for a cha
Page 193 and 194: From the Reports areaa. In the Work
Page 195 and 196: . To group criteria, you must selec
Page 197 and 198: ExcelView the report in Microsoft O
Page 199 and 200: Parent ReportIf this report is a su
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Page 203 and 204: Edit the default filter for a repor
Page 205 and 206: 2. Download the report from Microso
Page 207 and 208: Create one-time or scheduled Report
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Column width. Width of the column h
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ooForms for related record typesRep
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Edit a default report or create a R
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language in their personal options.
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Use Microsoft Office Word 2007Can I
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4. Continue with the Query Wizard.
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Using the Knowledge BaseUsing Artic
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View unpublished articlesCan I do t
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Using workflowsYou use workflows by
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Send an e-mail notificationStart a
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Conditional Branch. Adds a conditio
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5. Click the field where you want t
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Create or edit an announcementCan I
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c. In Common Tasks, click Add Colum
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Managing Customer RelationshipsMana
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postal code can provide basic geogr
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ooFaxThe selected option simply pro
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NoteYou cannot set up duplicate rel
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Party 2Select the customer record t
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For Selected RecordsSelect this opt
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NoteThis topic documents the list o
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oMailThe selected option simply pro
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5. Click Save or Save and Close.Rep
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However, you can also click the Loo
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For Selected RecordsSelect this opt
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Use this report to identify account
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Create or edit a leadCan I do this
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oMailThe selected option simply pro
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NotesBased on the security privileg
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Reactivate a closed leadCan I do th
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a. In the Navigation Pane, click Ma
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Work with OpportunitiesOpportunitie
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When the Look Up Records dialog box
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To remove a relationship, open the
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Close an opportunityCan I do this t
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Default sales reportsThe following
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2. On the Actions toolbar, click Ne
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Add or remove opportunities for a c
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9. Under Details, click Documents.1
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Selecting recipients for the quick
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You cannot add additional records t
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When you first create a quote it ha
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You must manually enter the tax amo
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Price ListSearch for and select the
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The mail merge process creates two
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You must enter the date in the form
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CurrencySelect the currency in whic
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ecords are created every five minut
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CurrencySelect the currency in whic
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TipWhen the Look Up Records dialog
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Bill To AddressEnter the address wh
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Lock or unlock the price for an ord
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Running CampaignsPlanning Campaigns
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The Total Cost of Campaign Activiti
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8. In the Outsource Vendors box, cl
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Understanding Quick CampaignsYou ca
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NotesYou cannot add additional reco
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Importing Campaign ResponsesIn addi
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2. Open the campaign that contains
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Using Marketing ListsCreating and M
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Add members to a marketing listCan
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Remove members from a marketing lis
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5. Create a query to find the list
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Select this option to include all r
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Chapter 4: ServiceThis chapter expl
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ArrivedCanceledCompletedNo ShowBusy
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calendar in your Workplace.You can
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The Schedule Service Activity form
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Show Time AsIf you want to change t
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that another service activity or ap
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Change the status of a service acti
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You cannot create a recurring servi
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2. On the Actions toolbar, click Sc
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Find an available time with specifi
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2. On the Actions toolbar, click Ne
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Close or cancel a service activityC
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7. On the Details tab, you can sele
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. On the Actions toolbar, click New
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SubjectYou must enter a subject. Th
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The Schedule Service Activity form
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Show Time AsIf you want to change t
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example, you could enter the sympto
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a. In the Navigation Pane, click Wo
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- OR -To work with activities assoc
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Providing Customer Service with Con
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. In the Contract form, on the Acti
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3. Under Details, click Contract Li
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Renew a contractCan I do this task?
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Recording Entitlements Through Cont
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Resolve potential duplicate records
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3. On the Actions menu, click Resol
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Chapter 5: Microsoft Dynamics CRM f
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RemindersAfter synchronization with
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5. To save your changes and close t
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ContactsSelect this option if you w
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More information: Set Personal Opti
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when you are working offline, they
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If a tracked activity is deleted fr
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3. Save Outlook tasks as Microsoft
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In your personal options, you can s
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2. Do one of the following:Create a
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Outlook, the attachments do not syn
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6. You can also attach an article,
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This procedure does not create an O
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After a message is sent, the status
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Save Record.- OR -NotesIf your new
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NotesIf your new or updated record
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Before you go offline, you can sele
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The Data Group tab lists existing d
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More information: Set Personal Opti
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Set address book options in Microso
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Synchronize with Microsoft Outlook
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Resolve data synchronization errors
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TroubleshootingAccessing Parts of t
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Work with Security RolesControlling
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Importing DataHow do I link address
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What does the message mean that I g
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How can I find all records that don
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Export Data to ExcelRunning Reports
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4. In the Encoding list, click Unic
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e-mail activities created?Microsoft
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Why am I receiving e-mail messages
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Why can't I fix some of the synchro
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Why are Outlook appointments not ap
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General Issues with Microsoft Dynam
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Synchronizing InformationWhen I upg
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Why can't I go back online?This usu
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Running Reports - TroubleshootingCr
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Why do I receive the error "SRS soa
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GlossaryAaccept (To move a case int
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ase currency (The primary or defaul
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conditional branch (An element of w
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number of recipients. The e-mail go
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Import Data Wizard (A wizard used t
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opportunity (A potential revenue-ge
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qualify (To verify that a record fi
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subset of that type. )schedule (A l
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Tteam (A group of users who share a
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workflow scope (The range of record
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