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

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Start an On-Demand WorkflowWork with WorkflowsCreating Workflows - TroubleshootingCreating and Using WorkflowsSynchronization Issues with Microsoft Dynamics CRM for Outlook –TroubleshootingStart Diagnostics WizardMicrosoft Dynamics CRM Diagnostics detects and fixes many problems you may encounter with Microsoft DynamicsCRM for Outlook including issues with connectivity, setup, and corrupted data. In some cases, you can also choose toallow the wizard to repair the problem.The wizard is installed on your computer at the same time you install Microsoft Dynamics CRM for Outlook.1. On the Start menu, click All Programs, click Microsoft Dynamics CRM, and then click Diagnostics.2. To start the wizard, click Run Diagnostics.NoteIf you are working with a support representative, you can enable tracking to assist the representative with diagnosingyour problems.In the wizard, click Support Mode, run the wizard, and then on the Advanced Troubleshooting tab, clickCreate File. You can save the compressed file to your desktop, and then send it to your support representative.Related TopicManaging UsersWhy aren't names for a newly tracked Microsoft Dynamics CRMappointment or e-mail being verified?There are several reasons that this might occur:If none of the names are being verified, you may not have permissions to use the Microsoft Dynamics CRMaddress book. The CRM Address Book privilege is part of the Business Management security role. Contact yoursystem administrator to review your security roles.The person may not have a valid e-mail address in the Microsoft Dynamics CRM record.The person may not have a valid customer or account record in Microsoft Dynamics CRM.The address book may not have been synchronized or is corrupted. To synchronize your address book, inMicrosoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM toolbar, point to Synchronize withMicrosoft CRM, and then click Address Book.Related TopicsUsing Microsoft Dynamics CRM for Outlook - TroubleshootingDoing CRM Work in OutlookSynchronizing Information460 Microsoft Dynamics CRM 4.0 User’s Guide
Why can't I fix some of the synchronization errors before going offline?Not all errors can be fixed. For example, if a parent account has been deleted from Microsoft Dynamics CRMwhile you were offline. For these type of errors, delete the records, try to synchronize again, and then re-enterthe data manually into Microsoft Dynamics CRM, while online. Some data may required changes.Appointments and service activities do not have access to scheduling information and may cause schedulingconflicts. These conflicts can be resolved by rescheduling or updating the schedule after going back online.Related TopicsUsing Microsoft Dynamics CRM for Outlook - TroubleshootingSynchronize DataDoing CRM Work in OutlookSynchronizing InformationWhy didn't my attachments synchronize?There are several reasons why attachments may not synchronize:When you trackOutlook tasks and appointments with attachments, the attachments are not saved in theMicrosoft Dynamics CRM record, but continue to exist with the original Outlook item. To include the attachmentwith the activity, save the file to the local drive of your computer, and then manually add the attachment to theMicrosoft Dynamics CRM record.If you attach a file to a Microsoft Dynamics CRM record when you are working offline, the attached files mustbe available in the same location when you synchronize your data so that they can be uploaded to theMicrosoft Dynamics CRM database. For example, if you are visiting a customer and you borrow a disk with afile that you want to attach to the customer's record, first copy the file to your local hard drive, then attach itfrom there. After you've synchronized the data and the attachment file has been uploaded to the MicrosoftDynamics CRM database, you can delete the local copy.Attachments above the maximum file size limit are not synchronized. The maximum attachment size is 5 MB.This can be increased by your system administrator.Your system administrator may have chosen to block certain types of attachments. Contact your systemadministrator for more information.Related TopicsUsing Microsoft Dynamics CRM for Outlook - TroubleshootingAdd a Note or Attach a FileDoing CRM Work in OutlookSynchronizing InformationMicrosoft Dynamics CRM 4.0 User’s Guide 461
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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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- OR -To work with activities assoc
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Providing Customer Service with Con
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. In the Contract form, on the Acti
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3. Under Details, click Contract Li
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Renew a contractCan I do this task?
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Recording Entitlements Through Cont
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Resolve potential duplicate records
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3. On the Actions menu, click Resol
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Chapter 5: Microsoft Dynamics CRM f
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RemindersAfter synchronization with
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5. To save your changes and close t
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ContactsSelect this option if you w
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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 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: Why am I receiving e-mail messages
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
Page 491 and 492: opportunity (A potential revenue-ge
Page 493 and 494: qualify (To verify that a record fi
Page 495 and 496: subset of that type. )schedule (A l
Page 497 and 498: Tteam (A group of users who share a
Page 499: workflow scope (The range of record
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