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

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Update Microsoft Dynamics CRM for Outlook on your computerCan I do this task?This task requires permissions that are found in all default security roles. More information about specificpermissions and performing this task while offline: E-mail PermissionsThis procedure is not available in the Microsoft Dynamics CRM Web application. It applies only to Microsoft DynamicsCRM for Outlook.1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)2. On the Microsoft Dynamics CRM menu bar, click Check for Updates.3. If there are updates, in the Available Updates for Microsoft Dynamics CRM Office Client dialogbox, click Update Now.ImportantIf you prefer to install updates later, click Cancel. Skipping mandatory updates may cause Microsoft Dynamics CRM forOutlook to be disabled. If this occurs, install the updates to restore functionality.Connect to Another Organization in Microsoft Dynamics CRM for OutlookWhen you are in Outlook, if you belong to more than one organization, you can change the Microsoft Dynamics CRMorganization while online. This feature is not available when you are offline.Change the organization you are logged in toCan I do this task?This task requires permissions that are found in all default security roles. More information about specificpermissions and performing this task while offline: Common Task PermissionsThis feature is available only if you are a member of more than one organization. If you need to be added toadditional organizations, contact your system administrator.1. In Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM menu bar, click ChangeOrganization.2. In the Microsoft Dynamics CRM Office Configuration Wizard, click Change your configuration, andthen click Next.3. Complete the wizard.Sending and Receiving E-mail in Microsoft Dynamics CRM for OutlookWhen you are working in Microsoft Dynamics CRM for Microsoft Office Outlook, you can use all the familiar Outlookbuttons and toolbars with the Microsoft Dynamics CRM toolbar and menu to manage e-mail messages and most otheractivities. At any time, you can track an Outlook e-mail message in Microsoft Dynamics CRM. Tracked messages stillappear in the Outlook mail folders. There is a personal option setting to change the icon with a Microsoft DynamicsCRM Tracked in CRM icon . A copy of the e-mail message is saved as an activity and is available in the MicrosoftDynamics CRM Activities area. You can link the activity to a record in Microsoft Dynamics CRM. You can also set yourpersonal options so that all incoming e-mail is tracked in Microsoft Dynamics CRM.406 Microsoft Dynamics CRM 4.0 User’s Guide
More information: Set Personal OptionsImportantBecause Microsoft Dynamics CRM shares data between users, many of the default privacy assumptions of a full e-mailsystem do not apply. This means that an e-mail activity that is associated with a Microsoft Dynamics CRM record as aregarding record (for example, a case, account, or contact) has the same visibility as any other activity associated withthat record, and any user who has access to the record and its associated activities also has access to the e-mailmessage.Managing Incoming E-mailWhen you use Microsoft Dynamics CRM for Outlook, all the e-mail you receive arrives in your Outlook Inbox, and onlye-mail that originated as a Microsoft Dynamics CRM e-mail activity (that is, a response to e-mail you send fromMicrosoft Dynamics CRM), or that is marked as tracked in Microsoft Dynamics CRM, arrives in the Microsoft DynamicsCRM Activities and My Work: Queues area. If you prefer, you can:Track all incoming e-mail as Microsoft Dynamics CRM e-mail activities.Track only e-mail that originated in Microsoft Dynamics CRM (that is, e-mail sent in response to aMicrosoft Dynamics CRM e-mail activity) into Microsoft Dynamics CRM e-mail activities.Track only e-mail related to your accounts, contacts, or leads.If you choose not to track all incoming e-mail, you can manually track selected messages in Outlook as e-mail activitiesin Microsoft Dynamics CRM.However, if you track all your e-mail messages as Microsoft Dynamics CRM e-mail activities, they can be accessed byanyone who has permission to view or work with your activities. Also, when you track an e-mail message withattachments to a Microsoft Dynamics CRM activity, the attachments are included in the activity. If you do not wantthese attachments to be available to other users, delete them from the e-mail activity.More information: Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM RecordsSending and Replying to E-Mail MessagesYou can link Microsoft Dynamics CRM e-mail activities to active contacts, accounts, leads, facilities, equipment, queues,or users in Microsoft Dynamics CRM. You can select active Microsoft Dynamics CRM records with e-mail addresses fromthe Microsoft Dynamics CRM address book, which is installed automatically when you install Microsoft Dynamics CRMfor Outlook. E-mail activities can also be tracked in Microsoft Dynamics CRM without being related to another record.Microsoft Dynamics CRMWhen you send, reply, or forward an e-mail that is tracked as a e-mail activity, a closed activity is created for eachaccount and contact referenced and displayed in the History area. Closed e-mail activities cannot be updated except tolink them to a related Microsoft Dynamics CRM record. If a related record has not already been selected, you have theoption of select one.More information: Managing E-mail ActivitiesWorking with Microsoft Dynamics CRM for Outlook with Offline AccessOffline and Synchronizing with Microsoft Dynamics CRMIf you install Microsoft Dynamics CRM for Outlook with Offline Access, you have the option of working offline from theMicrosoft Dynamics CRM server. You can create Microsoft Dynamics CRM e-mail messages that are sent when you goback online. If you send Outlook e-mail messages, those are sent immediately.More information: Synchronizing InformationWhen you are working with Microsoft Dynamics CRM for Outlook with Offline Access offline, if you create and send ane-mail message and the message fails to be delivered or is blocked, for example, because the recipient does not wantto receive e-mail or the mail server is down, the e-mail is saved to your Drafts folder in Outlook, but a closed MicrosoftMicrosoft Dynamics CRM 4.0 User’s Guide 407
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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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Chapter 4: ServiceThis chapter expl
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ArrivedCanceledCompletedNo ShowBusy
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calendar in your Workplace.You can
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The Schedule Service Activity form
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Show Time AsIf you want to change t
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Page 371 and 372: 2. On the Actions toolbar, click Ne
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Page 375 and 376: 7. On the Details tab, you can sele
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Page 387 and 388: a. In the Navigation Pane, click Wo
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Page 393 and 394: . In the Contract form, on the Acti
Page 395 and 396: 3. Under Details, click Contract Li
Page 397 and 398: Renew a contractCan I do this task?
Page 399 and 400: Recording Entitlements Through Cont
Page 401 and 402: Resolve potential duplicate records
Page 403 and 404: 3. On the Actions menu, click Resol
Page 405 and 406: Chapter 5: Microsoft Dynamics CRM f
Page 407 and 408: RemindersAfter synchronization with
Page 409 and 410: 5. To save your changes and close t
Page 411: ContactsSelect this option if you w
Page 415 and 416: when you are working offline, they
Page 417 and 418: If a tracked activity is deleted fr
Page 419 and 420: 3. Save Outlook tasks as Microsoft
Page 421 and 422: In your personal options, you can s
Page 423 and 424: 2. Do one of the following:Create a
Page 425 and 426: Outlook, the attachments do not syn
Page 427 and 428: 6. You can also attach an article,
Page 429 and 430: This procedure does not create an O
Page 431 and 432: After a message is sent, the status
Page 433 and 434: Save Record.- OR -NotesIf your new
Page 435 and 436: NotesIf your new or updated record
Page 437 and 438: Before you go offline, you can sele
Page 439 and 440: The Data Group tab lists existing d
Page 441 and 442: More information: Set Personal Opti
Page 443 and 444: Set address book options in Microso
Page 445 and 446: Synchronize with Microsoft Outlook
Page 447 and 448: Resolve data synchronization errors
Page 449 and 450: TroubleshootingAccessing Parts of t
Page 451 and 452: Work with Security RolesControlling
Page 453 and 454: Importing DataHow do I link address
Page 455 and 456: What does the message mean that I g
Page 457 and 458: How can I find all records that don
Page 459 and 460: Export Data to ExcelRunning Reports
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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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