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

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Create or edit a caseCan 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 Permissions1. In the Navigation Pane, click Service, and then click Cases.2. On the Actions toolbar, click New.3. On the General tab, you must enter information in the following boxes:TitleThis information should include a general description of the problem. For example, if acustomer calls about a problem with a late delivery, include the expected delivery date.CustomerTo locate and select a customer, click the box beside the label. You can select a record from afiltered list in the Form Assistant pane, or you can click the Lookup buttonother records.to search forSubjectSelecting a subject for the case associates that case with similar cases. This is useful forsearching for cases with similar problems and for finding related articles. To locate and selecta subject, click the box beside the label and use the Form Assistant pane. If the subject youwant does not appear in the list, contact your system administrator to add it. Moreinformation: Requesting User Interface ChangesIn the Overview area, enter all of the information you have about this case. This informationcan be used in reports. In the Assignment Information area, enter information about howyou want the case managed.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.In the Contract and Product Information area, enter information about the entitlements.Linking the contract and contract line to the case allows you to track allotment usage andverify that the customer is receiving the appropriate level of service.4. On the Notes and Article tab, enter additional information about the case.NotesClick to enter a longer description of the issue, or any additional information that you want torecord about this case.Knowledge Base Article areaLocate and select an article about the issue. The Form Assistant pane displays a list ofsuggested articles based on the selected subject.Show articleSelect this check box to view the article in the case.5. Click Save or Save and Close.394 Microsoft Dynamics CRM 4.0 User’s Guide
Resolve potential duplicate records.1. If the system detects that your record might be a potential duplicate, instead of saving therecord, you'll see the Duplicates Detected dialog box.2. 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.3. 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 DuplicateRecordsNotesThe first time you save the case, Microsoft Dynamics CRM assigns it a unique case number.When you complete an activity, be sure to record the amount of time you spend on the activity in theDuration box. If this case is linked to a contract line, the durations of all of the activities for thiscase are tallied and updated automatically in the related active contract. The total, which includesthe totals from any other cases relating to that contract, can be adjusted manually before billing thecustomer.Assign a case to a user or queueCan 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 PermissionsAfter a case is created, it can be assigned to another user or to a queue. After accepting a case, the assigned usercan continue working with the customer.1. In the Navigation Pane, click Service, and then click Cases.2. In the list of cases, select the case you want to assign.Or, select multiple recordsSelect several records by pressing the CTRL key while you click each record.Microsoft Dynamics CRM 4.0 User’s Guide 395
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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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5. Create a query to find the list
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Select this option to include all r
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Page 407 and 408: RemindersAfter synchronization with
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Page 447 and 448: Resolve data synchronization errors
Page 449 and 450: 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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