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

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See also: Prices Locked (A type of pricing behavior that prevents changes to the price per unit for products in openorders or invoices. Even if a price changes in the product catalog, the original price will remain for any open orders orinvoices in which Prices Locked has been enabled. )user (A person who has an active user account in Microsoft Dynamics CRM. )See also: resource (A user that performs a service, or the equipment or facility that is required for a service. )Vview (A filter applied to a list of records. Users can choose different views that contain all the records or activities of aparticular type or that are a subset of that type. )See also: associated view (The view of an entity that is displayed in the forms of other entities. The associated view isdifferent from the views that are visible for the entity in its own area of the user interface. For example, in an accountrecord, under Details, you can click Contacts to view and open a contact form. That is the Contacts associated view.There can be only one associated view of each entity. ), Index (The dynamic alphabet bar located on the bottom of thelists in the Microsoft Dynamics CRM application window. When a letter or the number sign (#) is clicked, the listdisplays the available records by that letter. ), form (A page that displays detailed information that users have enteredinto Microsoft Dynamics CRM about a specific record, such as all information about a contact. Information that usersenter in a form is stored in Microsoft Dynamics CRM as a record. ), list (The summary view for a group of records, suchas accounts or contacts, or the result of an Advanced Find query. You can view detailed information about a record byopening the form for the record. ), record (An entry in the Microsoft Dynamics CRM database that stores all theinformation about a specific item, such as a contact. Records are like individual index cards in an index-card filingsystem. You can view basic information about records in a list, and you can view or change detailed information aboutrecords in a form. )volume discount (The amount subtracted from the unit of a product or service based on the volume purchased. )See also: discount list (A group of price reductions that can be applied to a product, based on volume purchased.Discount lists can be added to price list items in a product. ), manual discount (The amount subtracted from the setprice of a product or service. )Wwait condition (An element of workflow logic that enables a workflow to pause itself until the criteria defined by thecondition have been met. The workflow starts again automatically when the criteria in the wait condition have beenmet. )work hours (The times that a user is available to be scheduled for appointments and service activities. This includesstart and end times, breaks, and time off. )workflow (A set of logical rules that define the steps necessary to automate a specific business process, task, or set ofactions to be performed on Microsoft Dynamics CRM records. )workflow actions (Elements of workflow logic that specify the actions that should be performed by workflow jobs whenconditions defined in the workflow have been met. )workflow job (A type of system job that performs the actions defined in a workflow on a specific record. )See also: system job (A process that Microsoft Dynamics CRM performs independently or in the background. Otherprocesses can be started before a system job has finished. Examples of system jobs include workflow jobs andduplicate detection jobs. )workflow logic (All of the conditions, actions, and other logical elements that define when and how a particularworkflow takes action on Microsoft Dynamics CRM records. )492 Microsoft Dynamics CRM 4.0 User’s Guide
workflow scope (The range of records that a particular workflow is allowed to take action on. The options availablewhen you specify the scope of a workflow depend on the access level that you have on your workflow's primary entity.Workflow jobs started by your workflow will not take action on records owned at a higher access level than your accesslevel. )workflow stage (An element of workflow logic that groups steps. Adding stages to a workflow does not affect how thesteps function. Stages are purely for conceptual grouping of steps within complex workflows. )workflow step (An element of workflow logic that defines a unit of business logic within a workflow. Steps can includeconditions, actions, other steps, or a combination of these elements. )workflow template (A type of workflow that serves exclusively as the basis for creating other workflows. Workflowtemplates cannot start workflow jobs. )Workplace (A pane in the Navigation Pane that contains the work a user has been assigned, is currently working on,and is available in queues to which the user has access. Users can accept, assign, and delete assignments from here.Users can also access their calendars and the knowledge base. )XYZMicrosoft Dynamics CRM 4.0 User’s Guide 493
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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
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when you are working offline, they
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If a tracked activity is deleted fr
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3. Save Outlook tasks as Microsoft
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In your personal options, you can s
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2. Do one of the following:Create a
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Outlook, the attachments do not syn
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6. You can also attach an article,
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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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Save Record.- OR -NotesIf your new
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NotesIf your new or updated record
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Before you go offline, you can sele
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The Data Group tab lists existing d
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More information: Set Personal Opti
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Set address book options in Microso
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Synchronize with Microsoft Outlook
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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
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Page 465 and 466: Why am I receiving e-mail messages
Page 467 and 468: Why can't I fix some of the synchro
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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
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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: Tteam (A group of users who share a
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