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

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After a contract has been canceled, it cannot be reopened or renewed.Renewing a ContractAfter the end date of the contract has passed, the contract is expired and cases cannot be opened against it. To open anew case against the contract, renew the contract. When you renew a contract, a draft copy of the contract is createdwith the same ID number as the original, expired contract. You can make modifications to the new draft contract,including adding or modifying contract lines. You also have the option of including contract lines that were canceledfrom the original contract. When the original contract expires, you can invoice and activate the renewed contract.A renewed contract has the same ID number as the original contract, with the renewal action reflected in the contract'shistory. The start date is automatically set to the day after the existing contract expires, and for the same duration asthe original contract. However, you can manually change the duration.Work with ContractsAfter you save a contract record, you can add contract lines, activities, attachments, and cases.Create or edit a contractCan 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 PermissionsYou can edit an existing draft contract, but not invoiced or active contracts.Note: Although it is possible, creating a contract from an account is not recommended. The contract does notassociate to the account correctly and allotments are not recorded.1. In the Navigation Pane, click Service, and then click Contracts.2. Use one of the following procedures:Start a contract from a templateThe contract template determines the the allotment type (minutes or cases), billing frequency, discounts,and the day and times service is available; however, with the exception of allotment type, this informationcan be changed in the contract.a. On the Actions toolbar, click New.b. In the Template Explorer dialog box, select the template you want to use, and then click OK.c. In the contract form, in the Contract Name box, type a unique name for the contract.For example, Adventureworks - technical support for wireless network.Start a new contract by copying an existing contractMicrosoft Dynamics CRM creates a copy of the contract with a unique ID number. Any changes you make tothis copy do not affect the original contract.a. From the list, open the contract you want to copy.386 Microsoft Dynamics CRM 4.0 User’s Guide
. In the Contract form, on the Actions menu, click Copy Contract.c. In the Copy Contract dialog box, clear Include canceled contract lines unless you want tokeep them, and then click OK.In the original contract, contract lines were canceled when they expired or the allotment isexceeded. If you want to reuse the contract lines, do not clear the check box.4. On the General tab, you must enter information in the following boxes:CustomerSelect the customer who this contract covers. You can select a record from a filtered list inthe Form Assistant pane, or you can click the Lookup buttonrecords.to search for otherContract Start DateContract End DateWhen the contract is saved, the Contract ID is automatically assigned by Microsoft Dynamics CRMand the Duration in Days is calculated by Microsoft Dynamics CRM based on the contract start andend dates. A contract address is required to change the status of the contract to invoiced.In the Billing Information area, the fields are completed automatically by Microsoft Dynamics CRMwhen the corresponding Heading area fields are entered; however, you can change or enter theinformation as required. Bill To Address is required to change the status of the contract toinvoiced.In the Pricing area, the amounts are read-only, and are calculated based on the pricing anddiscounts entered in the contract lines. To change the pricing, update the contract lines. Torecalculate the amounts, on the Actions toolbar, click Recalculate.On the Details tab, enter additional information about the contract.In the Contract Type area, you can change the discount and service level. Discounts for contractlines are given the same discount type that you select here. Service levels are defined by yourbusiness's guidelines.In the History area, the following fields are automatically completed when the contract was created.Originating ContractThe contract that the current contract was copied from. This field cannot be changed.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.Contract TemplateYou can change the contract template, if the contract status is draft.On the Notes tab, click Click here to enter a new note, and add the information thatapplies to your record.Click Save or Save and Close.After the contract is invoiced, the contract becomes active when the start date is reached.Resolve potential duplicate records.Microsoft Dynamics CRM 4.0 User’s Guide 387
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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
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Using Marketing ListsCreating and M
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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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