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

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Select a sequence of records by clicking the first record that you want, and then press the SHIFTkey while you select the last record that you want.Select all records on the page by selecting the Select/clear all records on this page check boxat the top of the list.By default, the Microsoft Dynamics CRM Web application displays 50 records per page. You can increasethe number of records displayed and thereby increase the number of records you can select at one time. Todisplay up to a maximum of 250 records per page:4. On the Tools menu, click Options.5. On the General tab, in the Records Per Page list, select the number of records to displayper page.6. Click OK.This changes the number of items that is displayed for all lists, which may slow response time when youswitch record types. Therefore, you might want to set it back to a smaller number when you are done withthis bulk action.On the Actions toolbar, click the Assign button .In the Assign to Queue or User dialog box, to assign the case to another user or queue,select Assign to another user or queue.Then to select a record, click the Lookup button .Click OK.NoteAfter a case is assigned to a queue, it is displayed in the Queues area. If it was assigned to a user, it will appear in hisor her Assigned area. An assigned case belongs to the user who created it until it is accepted by another user.Resolve a caseCan 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 PermissionsWhen a problem has been solved or addressed to the customer's satisfaction, you can resolve the case and recordthe resolution and the amount of time to be billed to the customer.Before a case can be resolved, all of its activities must be closed. If the case is linked to a contract line, it must beactive and have sufficient allotments to resolve the case. You can only resolve cases one at a time.1. Navigate to the list of cases. In the Navigation Pane, click Service, and then click Cases.– OR –In the Navigation Pane, click Workplace, and then under My Work, click Queues. Then, underMy Work, click In Progress.2. In the list of cases, open the one you want to resolve.396 Microsoft Dynamics CRM 4.0 User’s Guide
3. On the Actions menu, click Resolve Case.If there are any open activities for this case, you have to close them first.4. In the Resolve Case dialog box, in the Resolution Type list, select how the case was resolved.5. In the Resolution box, type a short explanation of the resolution.6. The actual time spent on all activities, as recorded in the Duration box in each activity, for this caseis filled out automatically in the Total Time box.This total is for information only and cannot be edited.7. In the Billable Time list, select the amount of time spent on the case to be billed to the customer.If this case is linked to a contract, the billable time will be subtracted from the allotted minutes forthat contract.8. Type a longer description of the resolution and any other notes in the Description box.9. Click OK. The form closes.10. On the Standard toolbar, click Close.NotesA Case Resolution activity is created in the History area.Resolved cases appear in the Resolved Cases view. A case can be reactivated at any time. It will bereassigned automatically to the customer service representative (CSR) who resolved it.Reactivate a caseCan 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 PermissionsIf a case was resolved but additional actions are required, you can reactivate it and modify it as needed. The caseis reassigned to the customer service representative (CSR) that owned the case when it was closed. The benefitof reactivating the case is that you do not have to re-enter any data. In addition, you maintain the original historyof the case.1. In the Navigation Pane, click Service, and then click Cases.2. In the View list, click My Resolved Cases or Resolved Cases.3. In the list of cases, open the one you want to reactivate.4. On the Actions menu, click Reactivate.5. In the Reactivate the Selected Case dialog box, click OK.6. Modify the information on the form or add any activities you want.More information: Work with Activities7. Click Save or Save and Close.NotesMicrosoft Dynamics CRM 4.0 User’s Guide 397
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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 375 and 376: 7. On the Details tab, you can sele
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Page 393 and 394: . In the Contract form, on the Acti
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Page 399 and 400: Recording Entitlements Through Cont
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Page 407 and 408: RemindersAfter synchronization with
Page 409 and 410: 5. To save your changes and close t
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Page 413 and 414: More information: Set Personal Opti
Page 415 and 416: when you are working offline, they
Page 417 and 418: If a tracked activity is deleted fr
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Page 435 and 436: NotesIf your new or updated record
Page 437 and 438: Before you go offline, you can sele
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Page 441 and 442: More information: Set Personal Opti
Page 443 and 444: Set address book options in Microso
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Page 447 and 448: Resolve data synchronization errors
Page 449 and 450: TroubleshootingAccessing Parts of t
Page 451 and 452: 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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