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

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3. On the Actions toolbar, point to Convert Activity and then to Case.4. In the Convert Activity to Case dialog box, enter information in the following boxes:CustomerYou must click the Lookup buttonto select or create a new customer.By default, Microsoft Dynamics CRM automatically completes the following operations duringthe conversion:ooClose the activity as completed.Open the new case after the conversion.To change the conversion operations, clear the associated check boxes.5. In the Convert Activity to Case dialog box, click OK.NoteThe originating activity becomes a related activity for the new case. If the activity is open, it appears in the Activitieslist for the case. If the activity is closed, it appears in the History list.384 Microsoft Dynamics CRM 4.0 User’s Guide
Providing Customer Service with Contracts and CasesCreating ContractsContracts record service level agreements (SLAs) and entitlements. You can create contracts for existing customers thatspecify the type of service and terms that apply to each customer. This information includes the duration of thecontract, how many case incidents or minutes of service purchased, what hours and days of the week coverage isavailable, and the service entitlements. The contracts can also include the notes for that entitlement, to recordadditional details such as the response time; preventive maintenance plans; which products or parts of the product arecovered; and service details such as the type of service and billing for labor, parts, and other expenses.Creating a ContractNew contracts are created based on contract templates, which pre-define some information, such as allotment types.You can create contracts only for existing accounts and contacts. A contract has the status of draft until it is invoiced.You can change the contract template until the contract status changes. Each new contract is assigned a unique ID thatcannot be used for another contract unless it is being renewed. When you renew a contract, it is saved as a draft withan ID that corresponds to the original contract. If a contract with a status of Invoiced or Active is modified, theamended contract remains associated with the original account.More information: Work with Contract Templates and Work with ContractsYou can record specific service level agreements, such as pricing and how the support is allocated, as contract lines. Forexample, you can note whether the service agreement is limited by the number of cases opened, or by the totalnumber of minutes of customer service allowed. You cannot invoice a contract unless it has at least one contract line.Contract lines also let you track how much of a service allotment has been used.You can add notes and attachments to contracts, and set rules to run based on the contract status, contract start date,or contract end date. For example, you could set a workflow rule to create a task to review the contract when thecontract end date is reached.Invoicing and Activating a ContractAfter a contract has at least one contract line and a billable address, you can mark the contract as invoiced. When youchange the status, it implies that you have accepted the contract. Microsoft Dynamics CRM does not automaticallyinvoice the customer or create an invoice record unless your business has integrated Microsoft Dynamics CRM with aMicrosoft BackOffice product. The contract status is Invoiced until the start date has passed, and then the statuschanges to Active. You cannot delete a contract with the Invoiced or Active status.Viewing ContractsBy default, the Customer Service Representative (CSR) security role grants all CSRs the permissions required to retrievecontracts and view their details.Verifying Entitlements for a Case by Viewing a ContractWhen a CSR opens a case, he or she can look up a customer's contract and determine the appropriate level of support.The CSR can associate a case to a specific contract and contract line. The amount of support allotment used is recordedautomatically in the contract, however, the CSR can manually change it.Putting a Contract on Hold or Canceling a ContractA contract is Active and CSRs can open cases against it until the date the contract ends unless the contract is put onhold or canceled.If you want to suspend or deactivate a contract for an indefinite period of time, you can put it on hold. You cannotopen cases or log an activity against a contract. If the contract end date passes while the contract is set on hold andthen the contract is reactivated, the contract status changes to Expired.Microsoft Dynamics CRM 4.0 User’s Guide 385
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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
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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
Page 340 and 341: Using Marketing ListsCreating and M
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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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