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

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You cannot add additional records to a quick campaign after you have created it.In the Create Quick Campaign Wizard, you can select who you want Microsoft Dynamics CRM toassign the activity to and whether Microsoft Dynamics CRM should perform the activity automaticallyfor appropriate activities (such as sending e-mail messages). This choice affects who can see andtake action on an activity. For example, if you were creating a phone call activity for all of the salesrepresentatives, you could select the phone call activity, and then select The owners of therecords that are included in the quick campaign. Each sales representative could then see theactivity and take action on it. However, if you were creating a large number of e-mail activities thatMicrosoft Dynamics CRM would perform automatically, you could assign the e-mail activity toyourself instead of the record owners.Whether or not some activities are performed automatically depends on an option available to userswho have the Organization Settings Write privilege. More information: Manage System Settings290 Microsoft Dynamics CRM 4.0 User’s Guide
Completing Sales TransactionsCompleting Sales TransactionsThe life of a successful sales transaction typically starts with a draft quote. When the quote is ready, it is activated andsent to the customer. A quote frequently undergoes several revisions between the salesperson and customer before it isaccepted.After the quote is accepted, an order is generated from the quote. The order is used to fulfill the agreement of goods orservices that were offered in the quote. Finally, after the order for the goods or services is shipped, an invoice isgenerated.In Microsoft Dynamics CRM, quotes, orders, and invoices are considered to be the same item, but in different states oftransition.Your sales force can use the tools and templates in Microsoft Dynamics CRM to create and print quotes, orders, andinvoices when they are working either online or offline at a customer site. Additionally, these tools are used to setexpiration dates and convert quotes into orders or orders into invoices.Understanding Quote StagesTo some extent, the definitions of the stages of quotes will be set at your organization. However, when you create anew quote, it is automatically set to Draft, and the revision ID is set to 0.In many organizations, a quote needs a manager's confirmation before being set to Active. Some organizations useworkflow to route the quote to the manager to review it and turn it to Active. In other organizations, the person whocreates the quote can set it to Active.Only an active quote should be sent to a customer. Once a quote is made active, it becomes read-only so that theversion you sent to the customer matches what you have in-house. If you need to revise a quote, you can revise it, andthe revision ID will increase by one. This way, you can correlate your revision of the quote with what has been sent tothe customer.When you close a quote, you have three choices: Lost, Canceled, or Revised. If you choose to revise the quote, a newquote is created, set to Draft status, and you can start over. If you choose not to revise the quote, the quote is closed.Differences between Current Pricing and Prices LockedMicrosoft Dynamics CRM has two kinds of pricing behavior on orders and invoices: Use Current Pricing and PricesLocked.The Use Current Pricing behavior is directly associated with the price per unit for a product that is in the productcatalog. Therefore, if a price is changed for a product in the product catalog, the unit price will change in all openinvoices as well as both draft and active orders that include that product. This may not be the behavior you want withexisting orders or invoices that have already been presented to the customer.Prices Locked locks the price per unit for a product in an open order or invoice. Even if a price change is made to aproduct that is in the product catalog, the open order or invoice that has Prices Locked enabled will remain at theoriginal price.Note that, when you enable Prices Locked, you disable Use Current Pricing.Work with QuotesMost sales are preceded by a quote or a series of quotes. A quote might go through several revisions before it becomesan order. When you revise a quote by changing products or discounts, those changes are also reflected in your overallsales forecast.Microsoft Dynamics CRM 4.0 User’s Guide 291
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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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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
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 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
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 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
Page 304 and 305: The mail merge process creates two
Page 306 and 307: You must enter the date in the form
Page 310 and 311: CurrencySelect the currency in whic
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Page 314 and 315: CurrencySelect the currency in whic
Page 316 and 317: TipWhen the Look Up Records dialog
Page 320 and 321: Bill To AddressEnter the address wh
Page 322 and 323: Lock or unlock the price for an ord
Page 326 and 327: Running CampaignsPlanning Campaigns
Page 328 and 329: The Total Cost of Campaign Activiti
Page 330 and 331: 8. In the Outsource Vendors box, cl
Page 332 and 333: Understanding Quick CampaignsYou ca
Page 334 and 335: NotesYou cannot add additional reco
Page 336 and 337: Importing Campaign ResponsesIn addi
Page 338 and 339: 2. Open the campaign that contains
Page 340 and 341: Using Marketing ListsCreating and M
Page 342 and 343: Add members to a marketing listCan
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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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