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

More documents

Recommendations

Info

specific result. For example, using advertisements and direct mail to increase market share, introduce new products, orretain customers. )capacity (A measurement of the amount of work or skill level a resource can provide in relationship to the amount ofeffort required to perform a service. Every time a resource performs a service, its capacity is reduced by the amount ofeffort required. )See also: availability (The periods of time when a resource can be scheduled to participate in a service activity. )case (A customer service issue or problem reported by a customer and the activities that customer servicerepresentatives use to resolve it. )channel (The type of activity in a marketing campaign, such as e-mail or phone call. )check condition (An element of workflow logic that defines a specific situation and any actions that should be taken ifthat situation occurs. A logical "if-then" statement in a workflow. )child business unit (A business unit that is immediately under another business unit in the business hierarchy of anorganization. )See also: business unit (A way of representing a division or department in a company. Business units are arranged in ahierarchy, and all users are assigned to one business unit. ), organization (The top level of the business hierarchy. Theorganization is divided into business units. There can be only one organization per deployment. ),child record (A record in a hierarchical relationship with a parent record where a reference to the parent record isstored in the record. One parent record can be related to many child records. Child records have lookup fields in theform to allow them to be related to a parent record. )See also: parent record (A record that is in a hierarchical relationship with a child record, where a reference to therecord is stored in the child record. One parent record can be related to many child records. )child workflow (A type of workflow that runs only when started by another workflow. It is contained within a parentworkflow and cannot be run on its own. )close (To set the status of a record to Closed. This hides it in lists of open records and sets some types of records toread-only. Several types of records are closed automatically when you qualify or disqualify them. )column headings (Text used in the first row of a spreadsheet or file that labels the data in each column. )comma-separated value (CSV) file (A data file with a.csv file extension. Typically a CSV file consists of fields andrecords, stored as text, in which the fields are separated from one other by commas. )See also: delimited text (A file that contains data in which individual field values are separated by commas, tabs,semicolons, or other characters. Delimited text file names typically end with a.txt file extension (for example,"my_file.txt"). )competitor (A company or organization that might compete for sales opportunities with your business unit. Competitorrecords can be linked to opportunity, product, and sales literature records so that they are available when you arecompeting for a sale. )See also: opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through asales process to completion. ), product (An item in the product catalog. Products can be linked to other records, such asquotes, campaigns, and cases. ), sales literature (The documents that are created with specific information aboutproducts or services and given to customers to help increase sales. )condition (An element of workflow logic that defines a specific situation and any actions that should be taken when thatsituation occurs. A logical "if-then" statement in a workflow. )478 Microsoft Dynamics CRM 4.0 User’s Guide
conditional branch (An element of workflow logic that defines an alternative condition and action or additional steps, incases when the criteria in a condition element are not met. A logical "else-if-then" statement in a workflow. )configurable cascade (A relationship between parent and child entities in which any action taken on a parent entityrecord can also be applied to any child entity records that are related to the parent entity record. You can define thebehavior for each type of action. For example, you can set it up so that if you share a record in the parent entity, anyrelated records for the child entity are not automatically shared. But if you delete a parent entity record, any relatedchild entity records are automatically deleted. )See also: parental (A relationship between entities in which any action taken on a record of the parent entity is alsotaken on any child entity records that are related to the parent entity record. For example, if you delete a record in theparent entity, the related child entity records are also deleted; or if you share a parent entity record, the related recordsfrom the child entity are also shared. ), referential (A relationship between two entities in which you can navigate toany related records, but actions taken on one will not affect the other. ), referential, restrict delete (A relationshipbetween two entities in which you can navigate to any related records. Actions taken on the parent record will not beapplied to the child record, but the parent record cannot be deleted while the child record exists. However, you cannotdelete a record when related records exist. )contact (A person who represents a customer or potential customer, or an individual related to an account. Forexample, an individual who purchases products or services for their own use, or an employee of an account. A contactmay also be a person involved in a business transaction, such as a supplier or a colleague. )See also: account (A company that might do business with your organization. ), lead (A potential customer who mustbe qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account,and/or contact. ), opportunity (A potential revenue-generating event or sale to an account that needs to be trackedthrough a sales process to completion. )contract (An agreement to provide support during specified coverage dates or for a specified number of cases or lengthof time. When customers contact customer service, the level of support they receive is determined by their contract. )See also: allotment type (A unit of service, such as a case or a range of coverage dates, specified in a service contractthat indicates how much access a customer has to customer service. ), case (A customer service issue or problemreported by a customer and the activities that customer service representatives use to resolve it. )contract line (A line item in a contract that describes the service support to be provided. A contract line often includespricing information and how support will be allotted. )convert (The process of changing or recategorizing a record from one record type to another. For example, convertinga campaign response to a lead, and then converting the lead to an account, contact, or opportunity. )custom attribute (An attribute that is not included in Microsoft Dynamics CRM by default. Instead, a customer orpartner adds it after they install the software, to help adapt the software to the customer's needs. )See also: system attribute (An attribute that is included in Microsoft Dynamics CRM by default. For example, the nameattribute in the Account entity is a system attribute. )custom entity (An entity that is not included in Microsoft Dynamics CRM by default. You can create custom entities byusing the customization tools. )See also: entity (A structure used to manage data. Microsoft Dynamics CRM entities include Account, Case, and Activity.), related entity (An entity that is associated with a primary entity (record type) through a unique reference defined byusing a lookup control on the related entity form. For example, an account has a unique reference to a primary contact.), system entity (An entity that is included in Microsoft Dynamics CRM by default, such as Account. )custom workflow action (An element of workflow logic that specifies a custom operation that should be performed byworkflow jobs when conditions defined in the workflow have been met. Custom workflow actions can be developed byusing the information in the Microsoft Dynamics CRM 4.0 Software Development Kit, and are not available in MicrosoftDynamics CRM by default. )Microsoft Dynamics CRM 4.0 User’s Guide 479
Page 1 and 2:
Microsoft Dynamics CRM 4.0 User’s
Page 3 and 4:
Table of ContentsChapter 1: Getting
Page 5 and 6:
Chapter 3: Marketing ..............
Page 7 and 8:
Chapter 1: Getting StartedThis chap
Page 9 and 10:
Customer Service ManagementThe Cust
Page 11 and 12:
Information in the Resource Center
Page 13 and 14:
ToPressMove to the next option or o
Page 15 and 16:
utton .Use an asterisk (* ) as a wi
Page 17 and 18:
In any list, select multiple record
Page 19 and 20:
Clear, delete, or group search crit
Page 21 and 22:
a. In the Activities list, in the T
Page 23 and 24:
Delete a saved search3. On the Stan
Page 25 and 26:
Microsoft Dynamics CRM.Business Uni
Page 27 and 28:
NoteYou cannot update an attached f
Page 29 and 30:
From the Reports areaa. In the Work
Page 31 and 32:
3. Click Enter Value, and enter a v
Page 33 and 34:
The following export formats are in
Page 35 and 36:
DueEnter the date and time that the
Page 37 and 38:
is displayed as long as the receipi
Page 39 and 40:
NotesWhen you close an activity, th
Page 41 and 42:
CustomerYou must click the Lookup b
Page 43 and 44:
In the Assign to Queue or User dial
Page 45 and 46:
Attach a fileCan I do this task?Thi
Page 47 and 48:
5. On the General tab, in the Recor
Page 49 and 50:
To search all records on all pages
Page 51 and 52:
ooYou can use the Modified On colum
Page 53 and 54:
2. Select the record or records tha
Page 55 and 56:
You cannot create a new contact or
Page 57 and 58:
Assign to another userClick the Loo
Page 59 and 60:
Or, select multiple recordsSelect s
Page 61 and 62:
use Track in CRM.Copy a shortcut. O
Page 63 and 64:
width (in pixels) that you want, an
Page 65 and 66:
There is potential for data loss if
Page 67 and 68:
To ensure that the file is exported
Page 69 and 70:
Notes and attachmentsYou can delete
Page 71 and 72:
A record will only import if all Mi
Page 73 and 74:
9. After reviewing the details, if
Page 75 and 76:
The Created On and Modified On attr
Page 77 and 78:
. Click Browse, select the comma-se
Page 79 and 80:
TipIf you create a data map that yo
Page 81 and 82:
Add any file or link to a Web page
Page 83 and 84:
To adjust the width of a column, cl
Page 85 and 86:
6. In the list of available records
Page 87 and 88:
Configure sortingTo change the sort
Page 89 and 90:
If you export a dynamic worksheet o
Page 91 and 92:
If the recipients are in the same d
Page 93 and 94:
To select a report from a record or
Page 95 and 96:
To install the required control, cl
Page 97 and 98:
Competitor Win Loss ReportUse this
Page 99 and 100:
Web linksStatic filesDynamic files
Page 101 and 102:
- OR -To start from a copy of an ex
Page 103 and 104:
Column width. Width of the column h
Page 105 and 106:
ooForms for related record typesRep
Page 107 and 108:
Only reports that relate to the cur
Page 109 and 110:
To page through the report, on the
Page 111 and 112:
Add a report without using the Repo
Page 113 and 114:
If you use the Microsoft Dynamics C
Page 115 and 116:
share the.RDL file with the report
Page 117 and 118:
g. To ungroup a group, click the Op
Page 119 and 120:
If the report is enabled for pre-fi
Page 121 and 122:
Create, edit, or copy a report usin
Page 123 and 124:
a. For each row you want to group,
Page 125 and 126:
oShow chart. To view data for a cha
Page 127 and 128:
Make a report available for externa
Page 129 and 130:
a. In the Microsoft Dynamics CRM Re
Page 131 and 132:
Use Microsoft Office Word 2003Can I
Page 133 and 134:
3. On the Actions menu, click Make
Page 135 and 136:
TipTo share your new file with othe
Page 137 and 138:
4. On the Actions toolbar, click Se
Page 139 and 140:
7. If necessary, you can add or del
Page 141 and 142:
While working with quotes, removing
Page 143 and 144:
7. Click OK.Microsoft Dynamics CRM
Page 145 and 146:
RegardingThis field is used to link
Page 147 and 148:
DueIf you are not sending your e-ma
Page 149 and 150:
Close an activityCan I do this task
Page 151 and 152:
6. Click Save or Save and Close.Not
Page 153 and 154:
Assign an activity to a user or que
Page 155 and 156:
Work with Integrated Instant Messag
Page 157 and 158:
More information: Creating and Usin
Page 159 and 160:
Sending and Replying to E-Mail Mess
Page 161 and 162:
To attach an articlea. To look up a
Page 163 and 164:
This procedure does not create an O
Page 165 and 166:
After a message is sent, the status
Page 167 and 168:
Set the option to send and receive
Page 169 and 170:
Convert an activity to a caseCan I
Page 171 and 172:
You can enter a description of the
Page 173 and 174:
Increasing Your EfficiencyPersonali
Page 175 and 176:
2. In the Set Personal Options dial
Page 177 and 178:
Create the duplicatesThis option al
Page 179 and 180:
Create or edit an e-mail templateCa
Page 181 and 182:
Set how your e-mail is trackedCan I
Page 183 and 184:
In the above options, if you chose
Page 185 and 186:
You can export to a static or dynam
Page 187 and 188:
Create, Edit, or Copy a Report Usin
Page 189 and 190:
However, rows with field values fro
Page 191 and 192:
oShow chart. To view data for a cha
Page 193 and 194:
From the Reports areaa. In the Work
Page 195 and 196:
. To group criteria, you must selec
Page 197 and 198:
ExcelView the report in Microsoft O
Page 199 and 200:
Parent ReportIf this report is a su
Page 201 and 202:
Lists for related record typesRepor
Page 203 and 204:
Edit the default filter for a repor
Page 205 and 206:
2. Download the report from Microso
Page 207 and 208:
Create one-time or scheduled Report
Page 209 and 210:
- OR -To edit an existing report, s
Page 211 and 212:
Column width. Width of the column h
Page 213 and 214:
ooForms for related record typesRep
Page 215 and 216:
Edit a default report or create a R
Page 217 and 218:
language in their personal options.
Page 219 and 220:
Use Microsoft Office Word 2007Can I
Page 221 and 222:
4. Continue with the Query Wizard.
Page 223 and 224:
Using the Knowledge BaseUsing Artic
Page 225 and 226:
View unpublished articlesCan I do t
Page 227 and 228:
Using workflowsYou use workflows by
Page 229 and 230:
Send an e-mail notificationStart a
Page 231 and 232:
Conditional Branch. Adds a conditio
Page 233 and 234:
5. Click the field where you want t
Page 235 and 236:
Create or edit an announcementCan I
Page 237:
c. In Common Tasks, click Add Colum
Page 240 and 241:
Managing Customer RelationshipsMana
Page 242 and 243:
postal code can provide basic geogr
Page 244 and 245:
ooFaxThe selected option simply pro
Page 246 and 247:
NoteYou cannot set up duplicate rel
Page 248 and 249:
Party 2Select the customer record t
Page 250 and 251:
For Selected RecordsSelect this opt
Page 252 and 253:
NoteThis topic documents the list o
Page 254 and 255:
oMailThe selected option simply pro
Page 256 and 257:
5. Click Save or Save and Close.Rep
Page 258 and 259:
However, you can also click the Loo
Page 260 and 261:
For Selected RecordsSelect this opt
Page 262 and 263:
Use this report to identify account
Page 264 and 265:
Create or edit a leadCan I do this
Page 266 and 267:
oMailThe selected option simply pro
Page 268 and 269:
NotesBased on the security privileg
Page 270 and 271:
Reactivate a closed leadCan I do th
Page 272 and 273:
a. In the Navigation Pane, click Ma
Page 274 and 275:
Page 276 and 277:
Work with OpportunitiesOpportunitie
Page 278 and 279:
When the Look Up Records dialog box
Page 280 and 281:
To remove a relationship, open the
Page 282 and 283:
Close an opportunityCan I do this t
Page 284 and 285:
Default sales reportsThe following
Page 286 and 287:
2. On the Actions toolbar, click Ne
Page 288 and 289:
Add or remove opportunities for a c
Page 290 and 291:
Page 292 and 293:
9. Under Details, click Documents.1
Page 294 and 295:
Selecting recipients for the quick
Page 296 and 297:
You cannot add additional records t
Page 298 and 299:
When you first create a quote it ha
Page 300 and 301:
You must manually enter the tax amo
Page 302 and 303:
Price ListSearch for and select the
Page 304 and 305:
The mail merge process creates two
Page 306 and 307:
You must enter the date in the form
Page 308 and 309:
Page 310 and 311:
CurrencySelect the currency in whic
Page 312 and 313:
ecords are created every five minut
Page 314 and 315:
CurrencySelect the currency in whic
Page 316 and 317:
TipWhen the Look Up Records dialog
Page 318 and 319:
Page 320 and 321:
Bill To AddressEnter the address wh
Page 322 and 323:
Lock or unlock the price for an ord
Page 324 and 325:
Page 326 and 327:
Running CampaignsPlanning Campaigns
Page 328 and 329:
The Total Cost of Campaign Activiti
Page 330 and 331:
8. In the Outsource Vendors box, cl
Page 332 and 333:
Understanding Quick CampaignsYou ca
Page 334 and 335:
NotesYou cannot add additional reco
Page 336 and 337:
Importing Campaign ResponsesIn addi
Page 338 and 339:
2. Open the campaign that contains
Page 340 and 341:
Using Marketing ListsCreating and M
Page 342 and 343:
Add members to a marketing listCan
Page 344 and 345:
Remove members from a marketing lis
Page 346 and 347:
5. Create a query to find the list
Page 348 and 349:
Select this option to include all r
Page 351 and 352:
Chapter 4: ServiceThis chapter expl
Page 353 and 354:
ArrivedCanceledCompletedNo ShowBusy
Page 355 and 356:
calendar in your Workplace.You can
Page 357 and 358:
The Schedule Service Activity form
Page 359 and 360:
Show Time AsIf you want to change t
Page 361 and 362:
that another service activity or ap
Page 363 and 364:
Change the status of a service acti
Page 365 and 366:
You cannot create a recurring servi
Page 367 and 368:
2. On the Actions toolbar, click Sc
Page 369 and 370:
Find an available time with specifi
Page 371 and 372:
2. On the Actions toolbar, click Ne
Page 373 and 374:
Close or cancel a service activityC
Page 375 and 376:
7. On the Details tab, you can sele
Page 377 and 378:
. On the Actions toolbar, click New
Page 379 and 380:
SubjectYou must enter a subject. Th
Page 381 and 382:
The Schedule Service Activity form
Page 383 and 384:
Show Time AsIf you want to change t
Page 385 and 386:
example, you could enter the sympto
Page 387 and 388:
a. In the Navigation Pane, click Wo
Page 389 and 390:
- OR -To work with activities assoc
Page 391 and 392:
Providing Customer Service with Con
Page 393 and 394:
. In the Contract form, on the Acti
Page 395 and 396:
3. Under Details, click Contract Li
Page 397 and 398:
Renew a contractCan I do this task?
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
Page 425 and 426:
Outlook, the attachments do not syn
Page 427 and 428:
6. You can also attach an article,
Page 429 and 430:
This procedure does not create an O
Page 431 and 432:
After a message is sent, the status
Page 433 and 434: Save Record.- OR -NotesIf your new
Page 435 and 436: NotesIf your new or updated record
Page 437 and 438: Before you go offline, you can sele
Page 439 and 440: The Data Group tab lists existing d
Page 441 and 442: More information: Set Personal Opti
Page 443 and 444: Set address book options in Microso
Page 445 and 446: Synchronize with Microsoft Outlook
Page 447 and 448: Resolve data synchronization errors
Page 449 and 450: TroubleshootingAccessing Parts of t
Page 451 and 452: Work with Security RolesControlling
Page 453 and 454: Importing DataHow do I link address
Page 455 and 456: What does the message mean that I g
Page 457 and 458: How can I find all records that don
Page 459 and 460: Export Data to ExcelRunning Reports
Page 461 and 462: 4. In the Encoding list, click Unic
Page 463 and 464: e-mail activities created?Microsoft
Page 465 and 466: Why am I receiving e-mail messages
Page 467 and 468: Why can't I fix some of the synchro
Page 469 and 470: Why are Outlook appointments not ap
Page 471 and 472: General Issues with Microsoft Dynam
Page 473 and 474: Synchronizing InformationWhen I upg
Page 475 and 476: Why can't I go back online?This usu
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: ase currency (The primary or defaul
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
show all

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

Create successful ePaper yourself

Delete template?

Save as template?