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

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When the duration of an activity is more than 60 minutes (an hour), the time you enter is converted into hours. Whenthe activity is saved, the value is rounded up and might change from the entry that was originally displayed when it wasconverted from minutes into hours. Note that rounding is only observed on the hundredth of an hour. The exact valuefor the duration, however, is stored in the database in minutes, and this value is used to calculate the total billing timewhen resolving cases.Create and send an e-mail activity in the Web applicationCan I do this task?This task requires permissions that are found in all default security roles. More information aboutspecific permissions and performing this task while offline: E-mail PermissionsYou can create and send e-mail activities from Microsoft Dynamics CRM from the Activities area. E-mail messagessent from Microsoft Dynamics CRM do not appear in the Microsoft Dynamics CRM mail folders in Outlook.1. Start Microsoft Dynamics CRM 4.0.2. In the Navigation Pane, click Workplace, and then click Activities.3. On the Actions toolbar, click New.4. In the New Activity dialog box, click E-mail, and then click OK.5. On the E-mail tab, you must enter the following information.FromLocate and select the sender's name.ToLocate and select one or more recipients. You can select a record from a filtered list in theForm Assistant pane, or you can click the Lookup buttonto search for other records.SubjectType a subject for your e-mail message.DurationThis field is not required, but if you are tracking the amount of time spent on cases, and thismessage is related to a case, enter the amount of time spent on this message.DueIf you are not sending your e-mail message immediately, enter a date to complete and sendthe message. The message is not sent automatically.Enter any additional information you want. Use the Formatting toolbarYou cannot enter HTML tags or insert images into the body text of the message.TipYou can copy and paste content from Microsoft Office Word. This lets you take advantage offeatures such as spelling check and some text formatting. If your text is double-spaced, youcan press SHIFT+ENTER to single-space lines of text.You can include an image if the file is hosted on a public Web site. Use the copy and pastefeature of Microsoft Internet Explorer to include a link to the image in the message. The imageis displayed as long as the receipient has access to the Web site.420 Microsoft Dynamics CRM 4.0 User’s Guide
6. You can also attach an article, template, or file to an e-mail activity.To attach an articlea. To look up and select an article, on the Formatting toolbar, click Insert KB Article.b. Use the Search tab to specify conditions or criteria to locate the article.c. In the results list, select the article, and then click OK.The article appears the body of in your e-mail message.d. Type any additional text, or edit the article.To attach an e-mail templatea. To look up and select an e-mail template, click Insert Template.b. On the Insert Template dialog box, select the template you want to use. You can either usea global template, or a template specific to the record type you selected as the recipient. Forexample, account or customer.c. Click OK.The template appears in the body of your e-mail message and the subject line is updated withthe subject line of the template.d. Type any additional text or edit the text provided. Editing the text or subject line in themessage does not change the template.To attach a filea. Save the activity.b. On the Attachments tab, click New E-mail Attachment.c. In the Add Attachment dialog box, in the File Name box, type the name of the file, or clickBrowse to locate the file that you want to attach.d. Click Attach.To send the message immediately, click Send.The message is sent and the new closed activity appears in the History area with an assignedmessage number appended to the Subject column and the date sent in the Actual End column.– OR –To send the message at a later time, click Save and Close. The new draft activity appears in theActivities area. You can delete draft messages.To send the message, in the list of activities, open the e-mail activity, and click Send.ImportantAfter you save your e-mail message as a Microsoft Dynamics CRM e-mail activity, the saved message can be accessedby anyone who has access to your activities in Microsoft Dynamics CRM.NotesMicrosoft Dynamics CRM 4.0 User’s Guide 421
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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
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Change the status of a service acti
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You cannot create a recurring servi
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2. On the Actions toolbar, click Sc
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Find an available time with specifi
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2. On the Actions toolbar, click Ne
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Close or cancel a service activityC
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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
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Page 411 and 412: ContactsSelect this option if you w
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
Page 419 and 420: 3. Save Outlook tasks as Microsoft
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Page 423 and 424: 2. Do one of the following:Create a
Page 425: Outlook, the attachments do not syn
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
Page 465 and 466: Why am I receiving e-mail messages
Page 467 and 468: Why can't I fix some of the synchro
Page 469 and 470: Why are Outlook appointments not ap
Page 471 and 472: General Issues with Microsoft Dynam
Page 473 and 474: Synchronizing InformationWhen I upg
Page 475 and 476: 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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