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

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ArticlesSales literatureMicrosoft Dynamics CRM applies all your additions and changes to the Microsoft Dynamics CRM server in the sameorder that you entered or updated it. If you made a change to a record while you are offline, and another user changesthe same record during that time, when you go back online, your change will overwrite this change.The first time you go offline, it can take a significant amount of time to synchronize your local data with the MicrosoftDynamics CRM server. It is best to plan to do your first synchronization when you do not need to use MicrosoftDynamics CRM. While Microsoft Dynamics CRM for Outlook is synchronizing, Microsoft Dynamics CRM is not available.WorkflowsWhen you are working offline, workflow notifications are not generated until you go back online.Also, if the changes you've made to offline accounts are set to trigger an automated workflow process or system job,the process is automatically triggered after you go back online. For example, if you have a rule that routes new leads toa welcoming team, a qualified lead that is created offline is routed to the welcoming team after you go back online.Duplicate DetectionThere is no duplicate detection while you are working offline. Duplicate detection is triggered automatically when yougo back online or synchronize. You can set a personal option to determine whether or not duplicates are created whenthey are identified.More information: Avoiding Duplicate RecordsOffline Security PermissionsYou have the same security permissions and rights offline as when you are online. For example, if you do not havepermissions to create accounts online, you will not be able to do this offline. If a contact was shared with read-onlyrights, you will not be able to update or delete that contact offline even though you are working with a local copy.Work with Data to Take OfflineDefine filters for data to take offlineCan 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 PermissionsYou use local data groups to define what data is taken offline. Default local data groups are provided that you canedit.TipYou can set your personal options so that filters always open in Simple or Detailed mode.1. In Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM menu bar, click ModifyLocal Data Groups.2. In the Local Data dialog box, on the Data Group tab, open the data group that you want to edit. Tocreate a new data group, on the Actions toolbar, click New.432 Microsoft Dynamics CRM 4.0 User’s Guide
The Data Group tab lists existing data groups criteria, grouped by record types used in the filter,such as Competitor or Cases. Each row represents one set of filter criteria, and contains threecolumns: the field to use in the filter (for example, Account Name or City), the query relationaloperator (for example, Equals or Contains), and the value to filter on (for example, Open).3. To edit a filter criteria row, click the field and select a different field, or click the query relationaloperator and select a different operator, or click the value, and enter a new value. For some values,you can click the Select Values buttonvalue you want.to open the Select Values dialog box and select the4. To add a criteria row:a. In the area for the record type that the field belongs to, click Select, and specify the field tofilter on.b. Click the query relational operator, and select an operator.c. Click Enter Value, and enter a value to filter on. For some values, you can click the SelectValues buttonto open the Select Values dialog box and select the value you want.5. To group criteria, you must select two or more rows for the same record type. For example, SalesStage and Est. Revenue are both field values in the Opportunity record type and two rows thatspecify filter criteria for these fields can be grouped. However, rows with field values from differentrecord types, such as Account and Opportunity record types, cannot be grouped.a. For each row you want to group, in detailed mode, click the Options menu button forthat row, and then click Select Row.b. On the Filter toolbar, select Group AND or Group OR.c. To remove a row from a group, click the Options menu button for that row, and thenclick Delete.d. To select a group, click the Options menu button for that group, and then click SelectGroup.e. To add a criteria clause to a group, click the Options menu button for that group, clickAdd Clause, and then select the field, query relational operator, and value.f. To unselect a group that has been previously selected, click the Options menu button forthat group, and then click Deselect Group.g. To ungroup a group, click the Options menu button for that group, and then clickUngroup.h. To change a Group AND group to a Group OR group, or a Group OR group to a GroupAND group, click the Options menu button for that group, and then click Change to ORor Change to AND.TipsTo clear all criteria and start over, on the Filter toolbar, click Clear, and then click Confirm.To delete a row, click the Options menu buttonfor that row, and then click Delete.To hide a row in simple mode, while you are in detailed mode, click the Options menu buttonthat row, and then click Hide in Simple Mode.forIf you have a hidden row when viewing filter criteria in simple mode and you want to show that rowagain, then in detailed mode, you must click the Options menu button for that row, and thenclick Show in Simple Mode.Microsoft Dynamics CRM 4.0 User’s Guide 433
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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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SubjectYou must enter a subject. Th
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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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example, you could enter the sympto
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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
Page 409 and 410: 5. To save your changes and close t
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
Page 421 and 422: In your personal options, you can s
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 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: Before you go offline, you can sele
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
Page 479 and 480: Why do I receive the error "SRS soa
Page 481 and 482: GlossaryAaccept (To move a case int
Page 483 and 484: ase currency (The primary or defaul
Page 485 and 486: conditional branch (An element of w
Page 487 and 488: 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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