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

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Create or edit a leadCan 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: Sales PermissionsWhen you create a lead, you might be tempted to only enter the system-required fields (marked with asterisksBusiness-required symbol) or business-recommended fields (marked with plus signs Business-recommendedsymbol ) ; however, the more data you collect and enter into this form, the more likely you are to turn those leadsinto business opportunities. Remember that e-mail addresses, the source of the lead, and specific product interestsare key factors in helping your sales staff complete the necessary follow-up.1. In the Navigation Pane, click Sales, and then click Leads.2. On the Actions toolbar, click New, or open the record that you want to edit.3. On the General tab, enter information or observe any noted restrictions or requirements as needed:TopicThis information should reflect what the lead is interested in. For example, if a potentialcustomer calls and asks for details on a product, list the name of the product here.First NameIf you enter a first name, it can only be a name with a length of 50 characters or fewer. Youcan use accent marks when you enter data, for example, in a customer's name. Your ability tosort and find information is not affected by these accent marks.Last NameYou must enter a name with a length of 50 characters or fewer.Company NameYou must enter a name with a length of 100 characters or fewer.In the Contact Information area, enter all the contact information you have available for this leadbecause this information will assist a salesperson in making future contacts. E-mail addresses mustbe valid. For example, someone@microsoft.com.4. On the Details tab, enter all the information you have available in the following sections:AddressCompany InformationLead InformationIt is very important to provide the lead source information so that you can determine whichmarketing method, such as advertisement or trade shows, generates the most leads for yourorganization. If you specify lead information, you can filter on Lead Source to determinehow many leads were generated by a given method.In the following boxes, observe any noted restrictions or requirements:ZIP/Postal CodeEnter a code of 20 characters or fewer.Annual RevenueYou must enter numbers between 0.00 and 1,000,000,000.00.258 Microsoft Dynamics CRM 4.0 User’s Guide
You can use commas and a decimal point, but you cannot use a currency symbol, such as thedollar ($), euro (€), or yen (¥).No. of EmployeesYou must enter a whole number between 0 and 1,000,000.SIC CodeIndicate the Standard Industrial Classification (SIC) code for this account. You can search onSIC for organizations with a particular code to display all accounts of businesses in thatcategory. Enter a code of 20 characters or fewer.IndustryIf the lead specifies an industry that is not in the list, you can work with your systemadministrator to get new industries added to the list because this field is customizable. Thisfield is used in various reports such as Lead Source Effectiveness; which, if used with filtering,can display the lead source effectiveness by industry. Another form that includes the industryfield is the Account form. If your system administrator adds custom industries to the Leadsform, they should also add them to the Account form to keep the two lists in synch.5. On the Administration tab, enter information or observe any noted restrictions or requirements asneeded:OwnerThis box is filled automatically with the name of the user who is creating the record. You canclick the Lookup buttonto search for other records.Status ReasonThis value appears in the list of leads in the Leads area. You can sort by the Status Reasoncolumn in that area to quickly view new leads or those already contacted.Source CampaignSearch for and enter the campaign record if this lead was generated as a result of a campaignthat has been created in Microsoft Dynamics CRM.Contact MethodsoooooPreferredSelect the option that best describes the preferred method of contact.E-mailIf you select Allow, Microsoft Dynamics CRM allows all e-mail, including e-mailsrelated to campaign activities, to be sent to the e-mail address associated with therecord. However, if you select Do Not Allow, Microsoft Dynamics CRM does not allowany e-mail to be sent to the e-mail address associated with the record.Bulk E-mailIf you select Allow, Microsoft Dynamics CRM allows any e-mail as part of a bulk e-mailprocess, including bulk e-mails related to campaign activities, to be sent to the e-mailaddress associated with the record. However, if you select Do Not Allow, MicrosoftDynamics CRM does not allow any bulk e-mail to be sent to the e-mail addressassociated with the record.PhoneThe selected option simply provides information to anyone who views the record. Thisfield is not used by Microsoft Dynamics CRM to control initiating or receiving phonecalls.FaxThe selected option simply provides information to anyone who views the record.Microsoft Dynamics CRM 4.0 User’s Guide 259
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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
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Increasing Your EfficiencyPersonali
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2. In the Set Personal Options dial
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Create the duplicatesThis option al
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Create or edit an e-mail templateCa
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Set how your e-mail is trackedCan I
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In the above options, if you chose
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You can export to a static or dynam
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Create, Edit, or Copy a Report Usin
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However, rows with field values fro
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oShow chart. To view data for a cha
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From the Reports areaa. In the Work
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. To group criteria, you must selec
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ExcelView the report in Microsoft O
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Parent ReportIf this report is a su
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Lists for related record typesRepor
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Edit the default filter for a repor
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2. Download the report from Microso
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Create one-time or scheduled Report
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- OR -To edit an existing report, s
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Column width. Width of the column h
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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
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
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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 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
Page 274 and 275: Use this report to identify account
Page 276 and 277: Work with OpportunitiesOpportunitie
Page 278 and 279: When the Look Up Records dialog box
Page 280 and 281: To remove a relationship, open the
Page 282 and 283: Close an opportunityCan I do this t
Page 284 and 285: Default sales reportsThe following
Page 286 and 287: 2. On the Actions toolbar, click Ne
Page 288 and 289: Add or remove opportunities for a c
Page 292 and 293: 9. Under Details, click Documents.1
Page 294 and 295: Selecting recipients for the quick
Page 296 and 297: You cannot add additional records t
Page 298 and 299: When you first create a quote it ha
Page 300 and 301: You must manually enter the tax amo
Page 302 and 303: Price ListSearch for and select the
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CurrencySelect the currency in whic
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TipWhen the Look Up Records dialog
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Use this report to identify account
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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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Use this report to identify account
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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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