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

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0. If the system detects that your record might be a potential duplicate, instead of saving therecord, you'll see the Duplicates Detected dialog box.1. To open a record to make sure it is a potential duplicate, in the Potential duplicate recordslist, double-click the record.If the duplicate-detection rule identified potential duplicate records in other recordtypes, review records from each record type listed.2. If your new or updated record is not a duplicate, to create the new record, click Save Record.– OR –NotesIf your new or updated record is a duplicate, to cancel your changes, click Cancel.If you enter a duplicate record within a few minutes of entering the first record, MicrosoftDynamics CRM will not detect the duplicate record. The matchcodes for new and updatedrecords are created every five minutes, rather than as a record is created.Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settingsand if at least one duplicate-detection rule exists for the record type. More information: Avoiding DuplicateRecordsNotesYou must define at least one contract line for the contract before you can change the status of thecontract to invoiced. You can define several contract lines for each contract; for example, one forparts and another for maintenance. You cannot delete a contract line once it is active; instead, youcan cancel it.The default days and hours of service are defined in the contract template. To change the days andhours of service, on the Actions toolbar, click Calendar.You cannot edit an active contract, but you can cancel it or put it on hold. A canceled contract can berenewed and then edited. When a contract is on hold, no cases can be opened against the contract.For example, you might choose to put a contract on hold if there is an invoicing dispute, and thenrelease the contract when the dispute is resolved. On the Actions menu, click Hold Contractor Release Hold. To view a list of contracts on hold, in the View list, click Contracts On Hold.Add or edit a contract lineCan I do this task?This task requires a manager, vice president, CEO-Business Manager, System Administrator, orSystem Customizer security role or equivalent permissions. More information about specificpermissions and performing this task while offline: Configuration PermissionsAdding contract lines to a contract is the second step in creating and invoicing a contract. Contract lines alsoinclude specific dates, the product covered, and how many cases or total minutes of allotted support are provided,for example, 15 cases or 100 minutes. You can define several contract lines for each contract, for example, onefor parts and another for maintenance. The contract line also tracks the amount of the allotment that has beenused.1. In the Navigation Pane, click Service, and then click Contracts.2. In the contract list, open the service contract to which you want to add a contract line.388 Microsoft Dynamics CRM 4.0 User’s Guide
3. Under Details, click Contract Lines.4. On the Actions toolbar, click New Contract Line.5. On the General tab, you must enter information in the following fields:TitleThis information should be a descriptive of the contents of the contract line. For example, ifthis line is for a specific product, include the name in the title.Start DateEnd DateThe Start Date and End Date for the line are completed automatically by MicrosoftDynamics CRM based on the contract dates; however, you can change the dates as needed.To locate and select a product, click the box. You can click the Lookup buttonfor other records.to searchTo enter a unit, quanity, or location, click the correct box and either locate and select theinformation or enter it. You can select a record from a filtered list in the Form Assistant pane,or you can click the Lookup buttonto search for other records.In the Allotment Details area, in the Total Cases/Minutes box, type the total case orminute allotment.The contract template determines the type of allotment (cases or minutes). As cases areopened against this contract, the allotments used are displayed in the Allotments Used box.In the Pricing area, enter pricing information. Do not type a currency symbol or decimal.Total PriceYou must enter the total price for this contract line.If you enter a discount, the amount must either be less than the total price, or less than100%.6. On the Administration tab, you can change the customer and enter the serial number of a product.Microsoft Dynamics CRM automatically fills in the Customer box based on the contract's customer.However, you can change it if needed.7. On the Notes tab, click Click here to enter a new note, and add the information that applies toyour record.8. Click Save or Save and Close.NotesIf cases have been opened against this contract, Microsoft Dynamics CRM tracks how much of theallotted support has been used in the Allotment Details area. You can change the TotalCases/Minutes to increase or decrease the allotment.You can cancel a contract line only when it is set to Active. When the contract is set to draft, you mustdelete contract lines. After a contract line is closed, cases cannot be opened against the contract.The advantage of canceling a contract line instead of deleting it is that if you renew this contract orcreate a new contract based on this contract, you can reuse the contract lines. On the Actionsmenu, click Cancel Contract Line.In the Cancel Contract dialog box, in the Cancellation Date box, enter the date you want tocancel the contract line, and then click OK.Microsoft Dynamics CRM 4.0 User’s Guide 389
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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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Add members to a marketing listCan
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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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