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

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Invoice and activate a contractCan I do this task?This task requires permissions that are found in all default service security roles. More informationabout specific permissions and performing this task while offline: Service PermissionsMicrosoft Dynamics CRM does not automatically invoice the customer or create an actual invoice unless yourbusiness has integrated Microsoft Dynamics CRM with a Microsoft BackOffice product. The invoice record displaysinformation about the invoice, not the invoice itself.When a contract is marked as invoiced, the status changes to Invoiced until the start date. Then, the statuschanges to Active.1. In the Navigation Pane, click Service, and then click Contracts.2. In the contract list, open the service contract you want to invoice.3. On the Actions menu, click Invoice Contract.The status is listed in the Status column in the contract list. The invoice record is displayed in theInvoice list.NoteAfter a contract is marked as invoiced, you cannot delete the contract or change any contract information, such as thedates, contract names, or the contract ID. You can add new contract lines and cancel existing contract lines.Cancel or delete a contractCan 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 PermissionsYou can cancel an active contract or invoiced contract, or delete a draft contract. You cannot delete an invoicedcontract, even if it has been canceled.1. In the Navigation Pane, click Service, and then click Contracts.2. From the list, open the service contract you want to cancel or delete.3. To cancel a contract, on the Actions menu, click Cancel Contract. In the Cancel Contractdialog box, type the cancellation date, and then click OK.You can view canceled contracts in the Canceled Contracts view.4. To delete a contract, on the Actions menu, click Delete Contract, and then click OK.NoteIf you want to temporarily cancel a contract, you can put the contract "on hold." When a contract is on hold, no casescan be opened against the contract. For example, you might choose to put a contract on hold if there is an invoicingdispute, and then release the contract when the dispute is resolved. On the Actions menu, click Hold Contract orRelease Hold. To view a list of contracts on hold, in the View list, click Contracts On Hold.390 Microsoft Dynamics CRM 4.0 User’s Guide
Renew a contractCan I do this task?This task requires permissions that are found in all default service security roles. More informationabout specific permissions and performing this task while offline: Service PermissionsYou can renew any invoiced contracts, including those that have expired. You can work in unexpired contracts asdrafts, but they cannot be renewed until they expire. Renewed contracts have the same contract ID as theexpired contract.1. In the Navigation Pane, click Service, and then click Contracts.2. In the View list, click Expired Contracts.3. In the list of contracts, open the expired or invoiced contract you want to renew.4. In the contract form, on the Actions menu, click Renew Contract.5. If you do not want to include canceled contract lines, in the Renew Contract dialog box, clear theInclude canceled contract lines check box, and then click OK.6. A copy of the contract is made and the status is set to either Draft for copies of expired contracts orInvoiced for copies of invoiced contracts. The start date is set for one day after the existing contractexpires.7. Make any changes that are necessary. If the originating contract has already expired, you will need toinvoice this contract.8. Click Save or Save and Close.Work with Contract LinesAfter you save a contract line, you can add cases and workflow jobs.Add or edit a contract lineCan I do this task?This task requires a manager, vice president, CEO-Business Manager, System Administrator, or SystemCustomizer security role or equivalent permissions. More information about specific permissions andperforming this task while offline: Configuration PermissionsAdding contract lines to a contract is the second step in creating and invoicing a contract. Contract lines also includespecific dates, the product covered, and how many cases or total minutes of allotted support are provided, forexample, 15 cases or 100 minutes. You can define several contract lines for each contract, for example, one for partsand another for maintenance. The contract line also tracks the amount of the allotment that has been used.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.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:Microsoft Dynamics CRM 4.0 User’s Guide 391
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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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Remove members from a marketing lis
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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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