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

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Set synchronization options in Microsoft Dynamics CRM for OutlookCan I do this task?This task requires permissions that are found in all default security roles. More information aboutspecific permissions and performing this task while offline: Common Task PermissionsYou can select which record types you want to synchronize between Outlook and Microsoft Dynamics CRM forOutlook and how often you want to synchronize between applications. This tab is not available in the Webapplication.1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)2. On the Microsoft Dynamics CRM menu bar, click Options.3. In the Set Personal Options dialog box, on the Synchronization tab, you can select which recordtypes are synchronized:Appointments I'm attendingSelect this option if you want to synchronize appointments and service activities in which youare a participant and have accepted the appointment.My tasksSelect this option if you want to synchronize tasks that you own in Microsoft Dynamics CRM.ContactsSelect this option if you want to synchronize contacts that you own in Microsoft DynamicsCRM.If you delete a contact you own in Microsoft Dynamics CRM or in Microsoft Dynamics CRM forOutlook, it will not be deleted in the other application.My phone callsSelect this option if you want to synchronize phone calls that you own in Microsoft DynamicsCRM.My lettersSelect this option if you want to synchronize letters that you own in Microsoft Dynamics CRM.My faxesSelect this option if you want to synchronize faxes that you own in Microsoft Dynamics CRM.4. If you want to include company names from Outlook contacts, select Update Company fields withparent account names.Important: This setting only affects newly tracked contacts. Future changes are not synchronized.5. If you have more than one computer running Microsoft Dynamics CRM for Outlook, select thiscomputer to be the synchronizing client.6. If your organization permits it, you can define how often Microsoft Dynamics CRM items in yourMicrosoft Dynamics CRM for Outlook folders are updated:Synchronize the CRM items in my Outlook folders everySelect this option and select the number of minutes. You can increase the amount of timebetween synchronization of items in your Microsoft Dynamics CRM for Outlook folders. Youradministrator sets the minimum time allowed between synchronization.7. Select how duplicates are handled during synchronization:170 Microsoft Dynamics CRM 4.0 User’s Guide
Create the duplicatesThis option allows records to be created even if key fields contain the same data.More information: Avoiding Duplicate RecordsDo not create duplicatesThis option blocks records from being created if key fields contain the same data.8. To save your changes and close the dialog box, click OK.Set Workplace pane optionsCan I do this task?This task requires permissions that are found in all default security roles. More information aboutspecific permissions and performing this task while offline: Common Task PermissionsYou can select which areas and record types are displayed in the Navigation Pane when you view yourWorkplace. By default, the My Work area and the Customers area appear in the Navigation Pane in bothMicrosoft Dynamics CRM and Microsoft Dynamics CRM for Outlook.1. Under Workplace, click the Personalize Workplace link.– OR –In Outlook, in the Microsoft Dynamics CRM menu bar, click Options.2. In the Set Personal Options dialog box, on the Workplace tab, select the areas you want todisplay. The Preview pane displays each area and its sub-areas.SalesThis area displays marketing list, orders, invoices, leads, opportunity, and quotes.MarketingThis area displays marketing lists, campaigns, and quick campaigns.ServiceThis area displays cases, contracts, and the knowledge base.SchedulingThis area displays the Service calendar.The option to select this area is not available in the Microsoft Dynamics CRM for Outlook, butthe area displays.3. To save your changes and close the dialog box, click OK.Microsoft Dynamics CRM 4.0 User’s Guide 171
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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
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To page through the report, on the
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Add a report without using the Repo
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If you use the Microsoft Dynamics C
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share the.RDL file with the report
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g. To ungroup a group, click the Op
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If the report is enabled for pre-fi
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Create, edit, or copy a report usin
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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 and 160: Sending and Replying to E-Mail Mess
Page 161 and 162: To attach an articlea. To look up a
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: 2. In the Set Personal Options dial
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
Page 209 and 210: - OR -To edit an existing report, s
Page 211 and 212: Column width. Width of the column h
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Page 215 and 216: Edit a default report or create a R
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Page 219 and 220: Use Microsoft Office Word 2007Can I
Page 221 and 222: 4. Continue with the Query Wizard.
Page 223 and 224: Using the Knowledge BaseUsing Artic
Page 225 and 226: 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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