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

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Dynamics CRM activity is created. In Microsoft Dynamics CRM, you can use the Pending E-mail view to unsentmessages. When you are working offline,Microsoft Dynamics CRM e-mail messages that you send are saved to yourOutlook offline queue, and when you go online, Microsoft Dynamics CRM automatically tries to send them and createthe activities. If an e-mail message cannot be sent, it is saved in Microsoft Dynamics CRM as a draft activity, but doesnot appear in your Drafts folder in Outlook.More information: Working OfflineUsing the Microsoft Dynamics CRM Address BookYou can use the Microsoft Dynamics CRM address book to select records from Microsoft Dynamics CRM in Outlook. Theaddress book includes accounts, contacts, facilities/equipment, leads, queues, and users. You can access the MicrosoftDynamics CRM address book from the same menu as your other Outlook address books and use it in the same way.The address book is also used to reconcile e-mail recipients in incoming messages to Microsoft Dynamics CRM contactsand link them automatically. How the contacts are matched is set in your personal options.More information: Set Personal OptionsWorking with Records and Activities in Microsoft Dynamics CRM for OutlookWith Microsoft Dynamics CRM for Microsoft Office Outlook, you can work in all areas of Microsoft Dynamics CRM forwhich you have privileges.Creating New Records and ActivitiesThere are a number of places to create new records and activities using Microsoft Dynamics CRM for Outlook :Outlook toolbar buttons and menusYou can create new contacts, tasks, appointments, and e-mail messages that use the familiarOutlook forms. You can track a record or activity in Microsoft Dynamics CRM. You can designateOutlook tasks as Microsoft Dynamics CRM phone calls, faxes, or letters. Records that you track arelinked and updates to the records in Outlook are propagated in Microsoft Dynamics CRM and viceversa. You can set personal options to always use Microsoft Dynamics CRM or Outlook forms.After you save your e-mail message as a Microsoft Dynamics CRM e-mail activity, the savedmessage can be accessed by anyone who has access to your activities in Microsoft Dynamics CRM.More information: Set Personal OptionsMicrosoft Dynamics CRM toolbarYou can create new activities and records; search for records; and link Outlook e-mails messages,tasks, appointments, and contacts to Microsoft Dynamics CRM records. You can also open MicrosoftDynamics CRM Help from this toolbar. If you are using Microsoft Dynamics CRM for Outlook withOffline Access, you can go online and offline.CRM menuYou can create new activities and records, open the Microsoft Dynamics CRM activity areas, andsearch for records with Advanced Find. You can also open Advanced Find and Microsoft DynamicsCRM Help from this menu.If you are working in Microsoft Dynamics CRM for Outlook with Offline Access, you can take dataoffline. From this menu, you can define what data is taken offline, initiate synchronization, and goonline or go offline.Microsoft Dynamics CRM foldersYou can use the Microsoft Dynamics CRM folders access Microsoft Dynamics CRM records andMicrosoft Dynamics CRM that use the Microsoft Dynamics CRM activity forms. If you create records408 Microsoft Dynamics CRM 4.0 User’s Guide
when you are working offline, they are synchronized to the Microsoft Dynamics CRM server whenyou go online. This method gives you other conveniences, such as access to e-mail templates.Do not move Microsoft Dynamics CRM records or activities or Outlook-tracked records or activitiesfrom the designated folders. This can break the link to Microsoft Dynamics CRM and interrupt futuretracking.More information: Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM RecordsWorking OfflineSome areas cannot be accessed, and some records cannot be deleted, modified, shared, or assigned if you are offline.The following list shows the features that are unavailable when you are offlineNot available offlineAssigning records (except activities and cases)Converting quotes to sales ordersConverting sales orders to invoicesManaging system administrationUpdating system configurationManaging service activitiesManaging servicesUsing the Service calendar and Workplace calendarEditing articlesEditing or managing sales literatureChanging organizationsSharing recordsDetecting duplicate recordsManaging system jobsRunning some diagnostic testsRunning workflow rulesCreate quick campaign and related activities from a Mail MergeLimited availabilityCreating or viewing reports (based on local data groups and offline data)Running some custom business process automating (plug-ins)Can be viewed, but cannot be edited offlineArticlesSales literatureMore information: Working OfflineMicrosoft Dynamics CRM 4.0 User’s Guide 409
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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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that another service activity or ap
Page 363 and 364: Change the status of a service acti
Page 365 and 366: You cannot create a recurring servi
Page 367 and 368: 2. On the Actions toolbar, click Sc
Page 369 and 370: Find an available time with specifi
Page 371 and 372: 2. On the Actions toolbar, click Ne
Page 373 and 374: Close or cancel a service activityC
Page 375 and 376: 7. On the Details tab, you can sele
Page 377 and 378: . On the Actions toolbar, click New
Page 379 and 380: SubjectYou must enter a subject. Th
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Page 385 and 386: example, you could enter the sympto
Page 387 and 388: a. In the Navigation Pane, click Wo
Page 389 and 390: - OR -To work with activities assoc
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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 and 412: ContactsSelect this option if you w
Page 413: More information: Set Personal Opti
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
Page 461 and 462: 4. In the Encoding list, click Unic
Page 463 and 464: 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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