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

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. 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. Youcan either use a global template, or a template specific to the record type youselected as the recipient. For example, account or customer.c. Click OK.The template appears in the body of your e-mail message and the subject line isupdated with the subject line of the template.d. Type any additional text or edit the text provided. Editing the text or subject line inthe message 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 thefile, or click Browse 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.Important: If you are working offline, e-mail messages sent from the e-mail form will not besent until you go back online. The status will still be Closed. You can view a list of unsent e-mailrom the Activities list, with the My Pending E-mails view.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.Notes424 Microsoft Dynamics CRM 4.0 User’s Guide
After a message is sent, the status is changed to Closed and displayed in the History folder. Youcannot change the status or edit the message, except to link a record in the Regarding box, if onehas not been selected.You can forward or reply to an e-mail activity, but you cannot resend it.To reply to only the original sender, on the Actions toolbar, click Reply.To reply to the original sender and to send copies to everyone who originally received the message,click Reply All.To forward the e-mail activity to new recipients, click Forward, and then select new recipients.Create a Record in OutlookCreate or edit a contact in OutlookCan 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 PermissionsBy default, new contacts created in Microsoft Dynamics CRM for Outlook are updated in Microsoft Dynamics CRMimmediately, and then Outlook is updated every 15 minutes. The option to synchronize contacts is on by default.When you create a new contact, the Outlook forms open. Whether an Outlook or Microsoft Dynamics CRM form opensis an option you can set. You can change your options in your personal options settings.More information: Set Personal Options, Synchronizing InformationYou can always create a contact using the Microsoft Dynamics CRM forms from the Contacts area.TipTo view your synchronization options for Microsoft Dynamics CRM for Outlook, on the MicrosoftDynamics CRM menu bar, click Options, and then click the Synchronization tab.1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)2. Do one of the following:Create a contact in an Outlook form1. On the Microsoft Office Outlook Standard toolbar, click New.2. On the New menu, click Contact.You might need to expand the menu. For more information, see Outlook Help.3. On the Microsoft Dynamics CRM toolbar, click Track in CRM.After you save the record, the View in CRM button becomes available.4. Do one of the following to locate and select a parent record to link to this record:In Microsoft Office Outlook 2003, click Regarding.In Microsoft Office Outlook 2007, click Set Parent or Set Regarding.5. Click Save or Save and Close.The contact appears in your Microsoft Dynamics CRM Contact folder in Outlook. The icon changesMicrosoft Dynamics CRM 4.0 User’s Guide 425
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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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7. On the Details tab, you can sele
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. On the Actions toolbar, click New
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Page 399 and 400: Recording Entitlements Through Cont
Page 401 and 402: Resolve potential duplicate records
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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
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Page 427 and 428: 6. You can also attach an article,
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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
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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
Page 477 and 478: Running Reports - TroubleshootingCr
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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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