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

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Find an article in the Knowledge BaseCan I do this task?This task requires permissions that are found in all default service security roles. More information aboutspecific permissions and performing this task while offline: Service PermissionsSearch results do not include unpublished articles.1. In the Navigation Pane, click Service, and then click Knowledge Base.2. In the Search list, in the list, select a type of search.Full Text SearchThis search looks through all of the words in all published articles to find articles that matchyour search criteria.Keyword SearchThis search compares your search criteria with alternate terminology assigned to an article tofind articles. For example, an article about bicycles might use keywords such as"bike,""cycle," or "trike."Title SearchThis search look at the title of all published articles to find articles that match your searchcriteria.Article Number SearchThis search looks for the number that is assigned to the article when it is published. If youknow the article number, this is the fastest way to find a specific article.3. In the Search for box, type a word, phrase, keyword, or article number.4. To narrow your search by subject, locate and select a subject. You can click the Lookup buttonto search for a subject. If you want to search the entire database, do not select a subject.5. In the Options list, select Exact Text to search for the exact words that you enter in the Search forbox, or select Use Like Words to search for similar words. For example, if you enter "run," thesearch would include "running" and "runs."6. Click Search to perform the search.The articles that match your criteria are displayed in the right pane. Double-click an article to openit.ImportantWhen you add a new article or comment to the knowledge base, you cannot search for it until the catalog index isupdated. Microsoft Dynamics CRM updates the catalog index automatically every 15 minutes.NotesIf you want to view the article queues, in the Search list, select Article Queues, and then select thequeue.If you want to browse the subject tree for articles, in the Search list, select Subject Browse. Whenyou expand the subject tree, the related articles appear in the right pane.You can also view articles in the Workplace area, under My Work.218 Microsoft Dynamics CRM 4.0 User’s Guide
View unpublished articlesCan I do this task?This task requires a manager, vice president, CEO-Business Manager, System Administrator, orSystem Customizer security role or equivalent permissions. More information about specificpermissions and performing this task while offline: Service Permissions1. In the Navigation Pane, click Service, and then click Knowledge Base.2. In the Knowledge Base area, you can do any of the following:View a list of articles.The list of articles is displayed in the right pane.Sort the articles.In the list of articles, click a heading to sort by that column. For example, to sort by title, clickTitle. To reverse the sort order, click the column heading a second time.View an article and comments.a. On the Article Queues tab, click the Draft, Unapproved, or Published folder, and then openthe article with the comments you want to read.b. In the article form, click the Comments tab.c. In the list, open the comment you want to read or append.d. When you finish, click OK to close the comment.ImportantWhen you add a new article or comment to the knowledge base, you cannot search for it until the catalog index isupdated. Microsoft Dynamics CRM updates the catalog index automatically every 15 minutes. To update the resultsgrid, click the Refresh button .NoteYou can also view articles in the Workplace area, under My Work.Add or delete a commentCan I do this task?This task requires permissions that are found in all default service security roles. More informationabout specific permissions and performing this task while offline: Service PermissionsYou can use comments to collect corrections and additions to an article.1. In the Navigation Pane, click Service, and then click Knowledge Base.2. On the Article Queues tab, click the Draft, Unapproved, or Published folder to display the list ofarticles, and then open the article to which you want to add or delete a comment.Microsoft Dynamics CRM 4.0 User’s Guide 219
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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,
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oShow chart. To view data for a cha
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Make a report available for externa
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a. In the Microsoft Dynamics CRM Re
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Use Microsoft Office Word 2003Can I
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3. On the Actions menu, click Make
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TipTo share your new file with othe
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4. On the Actions toolbar, click Se
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7. If necessary, you can add or del
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While working with quotes, removing
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7. Click OK.Microsoft Dynamics CRM
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RegardingThis field is used to link
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DueIf you are not sending your e-ma
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Close an activityCan I do this task
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6. Click Save or Save and Close.Not
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Assign an activity to a user or que
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Work with Integrated Instant Messag
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More information: Creating and Usin
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Sending and Replying to E-Mail Mess
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To attach an articlea. To look up a
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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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Set the option to send and receive
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Convert an activity to a caseCan I
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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
Page 201 and 202: Lists for related record typesRepor
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
Page 213 and 214: ooForms for related record typesRep
Page 215 and 216: Edit a default report or create a R
Page 217 and 218: language in their personal options.
Page 219 and 220: Use Microsoft Office Word 2007Can I
Page 221 and 222: 4. Continue with the Query Wizard.
Page 223: Using the Knowledge BaseUsing Artic
Page 227 and 228: Using workflowsYou use workflows by
Page 229 and 230: Send an e-mail notificationStart a
Page 231 and 232: Conditional Branch. Adds a conditio
Page 233 and 234: 5. Click the field where you want t
Page 235 and 236: Create or edit an announcementCan I
Page 237: c. In Common Tasks, click Add Colum
Page 240 and 241: Managing Customer RelationshipsMana
Page 242 and 243: postal code can provide basic geogr
Page 244 and 245: ooFaxThe selected option simply pro
Page 246 and 247: NoteYou cannot set up duplicate rel
Page 248 and 249: Party 2Select the customer record t
Page 250 and 251: For Selected RecordsSelect this opt
Page 252 and 253: NoteThis topic documents the list o
Page 254 and 255: oMailThe selected option simply pro
Page 256 and 257: 5. Click Save or Save and Close.Rep
Page 258 and 259: However, you can also click the Loo
Page 260 and 261: For Selected RecordsSelect this opt
Page 262 and 263: Use this report to identify account
Page 264 and 265: Create or edit a leadCan I do this
Page 266 and 267: oMailThe selected option simply pro
Page 268 and 269: NotesBased on the security privileg
Page 270 and 271: Reactivate a closed leadCan I do th
Page 272 and 273: a. In the Navigation Pane, click Ma
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Use this report to identify account
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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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