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

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Synchronizing InformationWhile you are online with Microsoft Dynamics CRM for Microsoft Office Outlook, changes you make to tracked records inOutlook or Microsoft Dynamics CRM are immediately visible to others. Changes that others make to Microsoft DynamicsCRM are immediately visible to you. Changes that others make to records you are tracking in Outlook, may not bevisible in Outlook for up to 15 minutes.For example, you create a contact in Outlook, and track it. All the other online users will be able to view it in MicrosoftDynamics CRM when it is saved. If another user changes the contact in Microsoft Dynamics CRM, then it could take upto 15 minutes for you to see the change in the Outlook contact, however if you chose to "View in CRM" you would seethe change immediately.If you are working offline, your changes are "stored" in your local data, which was updated when you went offline.Changes you make to tracked records in Outlook are also made in your local copy of the corresponding record. Whenyou go back online, your changes are made to the Microsoft Dynamics CRM server and visible to everyone and thecurrent data is available to you.The Microsoft Dynamics CRM address book is synchronized separately and on a different schedule.Synchronizing and Tracking Microsoft Dynamics CRM Data with OutlookAlso, you can track messages and records in Microsoft Dynamics CRM by linking the record to a Microsoft DynamicsCRM record. The process of linking a record is as simple as selecting one or more records, clicking a button on thetoolbar, and then selecting a related account or contact. You can select an option to change the message icon toindicate a tracked record. You can link a record at any time and all replies to linked e-mail messages are also tracked.Tracked e-mail messages, contacts, tasks, and appointments are updated to Microsoft Dynamics CRM immediately whileyou are online. If you are offline, these items are updated in your local data and will be synchronized with the MicrosoftDynamics CRM server when you go back online.More information: Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM RecordsYou can also set up your contact options to copy all your selected contacts from the Microsoft Dynamics CRM serverinto your Outlook Contacts folder.More information: Set Personal OptionsSynchronizing Microsoft Dynamics CRM and Local DataIf you have Microsoft Dynamics CRM for Outlook with Offline Access you can work offline with a pre-defined set ofMicrosoft Dynamics CRM data that is on your computer. This is your local data and what data is copied is defined in alocal data group. Microsoft Dynamics CRM for Outlook updates your local data every time that you go offline and everytime that you go back online. You can update your Microsoft Dynamics CRM information by connecting to the MicrosoftDynamics CRM server either where you have high-speed network access (high bandwidth), such as at your office, orthrough a dial-up modem account, such as in your hotel room when you are traveling.Updating your local data when you go offline or online can take an extended period of time. To go online and offlinemore quickly, you can turn on an option to update local data in the background. After you manually synchronize thefirst time, when you are online your business's Microsoft Dynamics CRM data updates your Microsoft Dynamics CRM forOutlook local data on a regular schedule, also typically every 15 minutes, or on a schedule your system administratorsets up. You can set your personal options to synchronize your local data with Microsoft Dynamics CRM morefrequently.If you synchronize your data regularly, either by manually synchronizing or setting your options to synchronize youroffline data periodically in the background while you are online, you can make sure that you have up-to-dateinformation and you can reduce the synchronization time.434 Microsoft Dynamics CRM 4.0 User’s Guide
More information: Set Personal OptionsThis address book is synchronized with Microsoft Dynamics CRM automatically when you start Outlook and then onceevery 24 hours. If you make changes or additions to the address book that you need to access immediately, you canstart a manual synchronization.More information: Synchronize DataData Loss Prevention During the Synchronization ProcessTo prevent data loss, when you go offline Microsoft Dynamics CRM synchronizes data from the server to your localdata, and then applies all of your changes to the server. All server transactions post completely before records areerased from your local data.If you create a record offline that is identified by the system as a possible duplicate, you can set whether or not tocreate a duplicate record.When you run a synchronization process, Microsoft Dynamics CRM overwrites existing information without verifying orcomparing the last saved date. For example, if you changed a record a week ago but do not synchronize that record,and then someone else changes that same record earlier today and you run a synchronization process in the afternoon,your changes will overwrite the other person's even though your changes are older. However, if you and another userchange different data, both changes are saved. For example, if you have a customer named Jeff Smith, and you changehis first name to John, and another user changes his last name to Rodman, when you both synchronize your data, thecustomer's name becomes John Rodman.Synchronize DataThere are two types of synchronization with Microsoft Dynamics CRM for Outlook : synchronization with Outlook andsynchronization with local data.If you have Microsoft Dynamics CRM for Outlook with Offline Access installed on your computer, you can work offlinewith Microsoft Dynamics CRM data. When you go offline, Microsoft Dynamics CRM copies a subset of the data on theMicrosoft Dynamics CRM server to your computer. This local data is defined by a local data group and by thesynchronization options set in your personal options.After you go back online, changes you made to your local data are updated to the Microsoft Dynamics CRM server. Ifyou encounter problems during synchronization, you are given choices on how to continue. You may also be notified ofduplicate records.Set synchronization options in Microsoft Dynamics CRM for 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 PermissionsYou can select which record types you want to synchronize between Outlook and Microsoft Dynamics CRM for Outlookand how often you want to synchronize between applications. This tab is not available in the Web application.1. Start Outlook. (Microsoft Dynamics CRM for Outlook must be installed.)2. On the Microsoft Dynamics CRM menu bar, click Options.3. In the Set Personal Options dialog box, on the Synchronization tab, you can select which recordtypes are synchronized:Microsoft Dynamics CRM 4.0 User’s Guide 435
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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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a. In the Navigation Pane, click Wo
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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
Page 409 and 410: 5. To save your changes and close t
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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 and 438: Before you go offline, you can sele
Page 439: The Data Group tab lists existing d
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
Page 489 and 490: 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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