Microsoft Dynamics CRM User Guide 1 PDF
Microsoft Dynamics CRM User Guide 1 PDF
Microsoft Dynamics CRM User Guide 1 PDF
Contents
What’s new?
Get started
Work with customers
Work with cases
Manage your service team
Work with campaigns
Work with reports
Administer CRM
Manage your data
Set up mobile apps
This user guide is for people who prefer a print version of CRM Online Fall ’13 Help and for
those who want to customize the content for their organization. For videos, quick reference
cards, eBooks, and for up-to-date information, visit the Customer Center at
www.CRMcustomercenter.com.
Contents
About this guide ............................................................................................................................... 1
What's new?
What's new in Microsoft Dynamics CRM 2013?
Welcome to Microsoft Dynamics CRM 2013!
For phones! New CRM apps for Windows Phone, iPhone, and Android
With the new smartphone apps, you can now access important customer information from your
phone.
Download the app from Windows Marketplace, Apple Store, or Google Play, or check with your
CRM admin (if that's someone other than you) for instructions for your organization.
Works with:
Windows 8.x
Apple iPhone iOS 6.x
Android 4.x
Key features:
See your CRM data quickly displayed and optimized for a mobile screen.
Add and modify contacts, tasks, and notes as well as other relevant sales data.
View activity feeds and see addresses on Bing Maps. Windows Phone only.
Get back to recently viewed records even when you‘re not connected. Windows Phone only.
All this with no additional license fees.
More information: CRM for phones: Set up and use
For tablets! New CRM apps for Windows 8 mobile devices or your iPad
Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are.
Use your Windows 8 device or iPad to stay up to date with your customer info—even when you‘re
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on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts,
accounts, and leads while the details are still fresh in your mind.
Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin
(if that‘s someone other than you) for instructions for your organization.
Works with:
Windows 8 (including Surface Pro or Surface RT)
iPad (4th Gen)
iPad (3rd Gen)
Key features:
Access your activities, accounts, contacts, leads, and opportunities from an easy-to-use
dashboard.
Quickly enter customer data with only a few taps.
Track progress for key performance indicators visually with charts.
Use Skype to communicate with your contacts.
Access your personalized views of lists to see the data most important to you.
Pin tiles to the app dashboard to get to the info you need quickly.
All this with no additional license fees.
More information: CRM for tablets: Set up and use
New business processes help you follow best practices for common
scenarios
Check out the Microsoft Dynamics Marketplace for several business process solutions that help
organizations like yours follow best practices for common scenarios by industry. These solutions
help you save time by giving you a great starting point for creating business processes that match
the way you do business.
More information: Business process solutions available for download
The system also comes with several business processes already installed. You can use them as-
is, or edit them as needed. More information: Add ready-to-use business processes
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adoption, because it gives them the real-time insights they need to succeed – all in one place; all
within Microsoft Dynamics CRM. Learn more about Social Insights
It’s easier to enter data. Look for the Create command in the nav bar at the top of the page.
Just click or tap the command, and then enter data in a few fields to get new information into
the system. More information: Quick create--Enter new contacts (or other data)--fast!
You can add products quickly to opportunities, quotes, and orders -- and update details like
price, quantity, and discounts right on the screen where you‘re working. Plus, you can look up
and add key stakeholders and see at a glance who is involved and what their role is. More
information: Create or edit an opportunity
Click or tap to contact someone. Stay in touch with your customers by clicking or tapping
a phone number to make calls via Lync or Skype. Click or tap an email address to send an
email. In addition, you can see addresses on Bing Maps. More information: Place calls with
Skype or Lync
Microsoft Dynamics CRM is ideal for touch-enabled monitors as well as for monitors that require
a mouse.
See Also
CRM for tablets: Set up and use
CRM for phones: Set up and use
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See your CRM data quickly displayed and optimized for a mobile screen.
Add and modify contacts, tasks, and notes as well as other relevant sales data.
View activity feeds and see addresses on Bing Maps. (Windows Phone only.)
Get back to recently viewed records even when you‘re not connected. Windows Phone only.
All this with no additional license fees.
Note
If you haven‘t installed the CRM for phones app, you can access your data using your
phone‘s browser. However, this isn‘t recommended because you lose the advantages of
using the app (see the preceding list).
The CRM for phones app is for installation on smartphones and isn‘t supported on
tablets.
8.x X X
6.x X X
7.x X X
Android 2.3 X
3.3 X
4.x X X
Blackberry 6.x X
7.x X
4
Browser Version CRM for phones app CRM for phones
browser
10.x X
Required permissions
Microsoft Dynamics CRM 2013 introduces a new security privilege to provide access to use CRM
for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile
which granted a user access to use what was called Mobile Express, now called CRM for
phones. The Go Mobile privilege has been renamed to CRM for phones.
By default, this privilege is included for the following default security roles:
CEO-Business Manager
Salesperson
Sales Manager
Vice President of Sales
System Administrator
System Customizer
This applies to new installations Microsoft Dynamics CRM Online or Microsoft Dynamics CRM
2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You
can add or remove this privilege from custom or default security roles to meet your business
needs.
Supported languages
CRM for phones supports the languages listed in the following table.
Mode Languages
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Mode Languages
10. Greek
11. Hungarian
12. Italian
13. Japanese
14. Korean
15. Norwegian
16. Polish
17. Portuguese(Brazil)
18. Portuguese (Portugal)
19. Russian
20. Spanish
21. Swedish
When the application first loads after installation, it determines the device language and loads the
user interface in that language. If the device language isn‘t one of the supported languages, the
application loads in English. Once the application has been configured in a Microsoft Dynamics
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CRM organization, the application will load the application pages in the language specified in your
personal options. If your language is not one of the supported languages, the application will fall
back to the base language of the CRM organization, if it is in the supported language list. If the
organization‘s base language isn‘t supported, English will be the final fallback if it is enabled on
the server.
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Tap a record type to display a list of records.
Tap the search icon to search for records. Enter text to search.
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Tap the search icon.
Tap the Microsoft Dynamics CRM logo to return to the list of record types.
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Views
CRM for phones displays the first two columns of the selected view. Tap the view name to
change the current view. For example, you can change the view from Active Contacts to My
Active Contacts by tapping Active Contacts and selecting My Active Contacts.
Initially, 10 records are retrieved for display. Scroll down to retrieve more records.
Forms
You can view forms defined as mobile forms in CRM for phones.
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Only fields that contain data are displayed.
Lookup fields
Use Lookup fields to find records.
Tap the Find icon ( ).
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Tap Look Up More Records.
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Select the record and tap done.
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Start a call or email
Start a call or launch your email app by tapping on a phone number or an email field.
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On an iPhone or Android, tap the more command and then tap MarkActivityAsComplete.
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Add attachments
You can add an attachment such as a document or picture to a record.
Tap the attachment icon.
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If activity feeds are enabled in your Microsoft Dynamics CRM, you can view user or auto posts in
CRM for phones.
Tap what’s new.
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Record panorama
You can swipe to view additional information.
Swipe to view related entities (record types).
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Swipe to view the activity feeds wall.
Offline
You can access recently viewed (cached) data while disconnected from the network. You can
view but not edit data.
Clear local cache
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On a Windows Phone, if you‘ve modified organization settings by making customization or other
changes, you can force the changes to appear on the phone by clearing the cache. Tap the gear
icon and then tap clear local cache.
You can also tap the gear icon to get version info.
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See Also
Known issues for CRM for tablets and phones
Set up CRM for phones
Create and edit mobile forms
Key features
Access your activities, accounts, contacts, and leads from an easy-to-use dashboard
Quickly enter customer data with only a few taps
Track progress for key performance indicators visually with charts
Use Skype to communicate with your contacts
Access your personalized views of lists and grids so that you see the data most important to
you
Pin tiles to the app dashboard to get to the info you need quickly
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Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin
(if that‘s someone other than you) for instructions for your organization.
See Also
CRM for tablets: Set up and use
Processor ARM
Memory 1 GB
Operating Systems
Windows
Windows 8 RT Yes
Windows 8 Yes
Windows 7 No
iOS
iOS 7 Yes
iOS 6 Yes
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Devices
Windows 8
Surface RT Yes
iOS
iPad Mini No
Important
CRM for tablets is not compatible with other mobile devices, such as smart phones
(Windows Phone, iPhone, or Android-based), or other tablet devices, such as Android-
based tablets.
Deployments
CRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft
Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using
CRM for tablets require the Microsoft Dynamics CRM Online Fall ‗13 release. Microsoft Dynamics
CRM 2013 on-premises deployments require Internet Facing Deployment (IFD) for users to
access their data on their tablets.
Required Privileges
A new security privilege was introduced to provide access to use CRM for tablets. The privilege is
called Use CRM for tablets.
Prior releases of Microsoft Dynamics CRM have included a privilege called Go Mobile, which
grants a user access to use of Microsoft Dynamics CRM from a mobile phone. To avoid
confusion between the existing privilege (for phones) and the new CRM for tablets privilege, the
Go Mobile privilege has been renamed to CRM for phones.
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By default, this privilege is included for the following default security roles:
CEO-Business Manager
Salesperson
Sales Manager
Vice President of Sales
System Administrator
System Customizer
This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM
2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You
can add or remove this privilege from custom or default security roles to meet your business
needs.
Supported Languages
CRM for tablets supports the following languages:
English - 1033
French - 1036
German - 1031
Italian - 1040
Spanish - 3082
Portuguese (Portugal) - 2070
When the application first loads after installation, it will determine the device language and load
the user interface in that language. If the device language is not one of the supported languages,
the application will load in English. Once the application has been configured in a Microsoft
Dynamics CRM organization, the application will load the application pages in the language
specified in the user‘s personal options. If the user language is not one of the supported
languages, the application will fall back to the base language of the CRM organization, if it is in
the supported language list. If the organization‘s base language is not supported, then English will
be the final fallback if it is enabled on the server.
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CRM for tablets app on Windows 8 start screen
The app displays a splash page with a text box to enter your company‘s Microsoft Dynamics
CRM web address. After you provide the URL, click the arrow button in the lower-right corner to
continue.
Note
For Microsoft Dynamics CRM Online users
Once you tap the arrow button to sign in with the web address you provide, CRM for
tablets adds ―—d‖ (two dashes + d) to the address. For example, if your organization
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address is https://contoso.crm.dynamics.com, CRM for tablets will change the
address to https://contoso--d.crm.dynamics.com.
If you need to retry signing in, you‘ll see ―—d‖ in the web address. You can sign in with
the modified address or reset it to the address you normally use.
The default dashboard experience is tailored for salespeople, but your admin can customize this
dashboard through the web application the same way they would customize any other system
dashboard.
The Sales Dashboard contains the following content by default:
Pinned Tiles section
My Activities (List)
My Open Opportunities (List)
My Open Leads (List)
My Active Accounts (List)
My Open Opportunities – Sales Pipeline (Chart)
My Closed Opportunities in Current Fiscal Year – Top Customers (Chart)
The Pinned Tiles section doesn‘t appear in the web application and appears only in CRM for
tablets if you have pinned records or views to the dashboard.
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Command bar
By default, some of the commands that appear in the web application don‘t appear in the CRM for
tablets app. Similar to the web application, the command bar is context-sensitive and, depending
on what is currently viewed or selected, the available commands will change. To access the
command bar on a Windows 8 device, swipe up from the bottom of the screen. For some screen
elements, a tap and hold will open the command bar.
New record
To create a new record, while you are on the Sales Dashboard, swipe up from the bottom to
access the command bar and then tap the New Record button. This displays a list of all record
types that are enabled for CRM for tablets that also have Quick Create forms.
Important
Only entities that have Quick Create forms appear in this list.
Refresh
On any page, access the command bar and tap the Refresh button to get the latest data for the
page.
Manual sync
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To manually synchronize CRM for tablets with your Microsoft Dynamics CRM data, close the
CRM for tablets app, reopen, and then choose to download the latest customizations, if there are
any. Recently viewed data while you were connected is cached and available when you are
disconnected. Record data like Accounts or Contacts are not synched. You can‘t choose which
data syncs to the device like what is possible with Microsoft Dynamics CRM for Outlook.
Open in browser
The Open in browser command opens the current view or record in the CRM web application.
You must sign in to the web application.
Simple lists
The lists of records that appear on the Sales Dashboard and within a form appear as simple lists.
These lists have a different appearance than the typical view of records. There are a few
frequently used actions you can perform on a simple list:
Tap the header of a list to access the full list for the current view.
Tap a list item to open the form for that item.
Tap and hold an item to display the command bar.
Tap the new item button (+) to the right of the view name to create a new record of that type.
Note the following.
The new item button (+) appears to the right of the view name for any entity type that is
Read/Write enabled for CRM for tablets.
Simple lists retrieve ten records at a time regardless of the Records Per Page setting in your
Personal Options area of the web application. As you scroll to the bottom of the list, CRM
for tablets displays additional records.
Fields Displayed
A typical view of records displays all columns in the view definition. A simple list displays the first
few columns from the selected view. Simple lists are also capable of displaying images for each
record if the entity is enabled to display images.
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There are a few special list types. The Activity, Stakeholders, and Sales Team lists are discussed
in the next sections.
Activity Lists
The simple list for activities includes some special functionality that isn‘t available on other lists.
Each standard activity type (such as Phone call and Task) includes an icon to differentiate it from
the other activity types. Next to the icon, the primary field for the activity is displayed and will wrap
up to 3 lines. The next field to display is the first field from the view excluding the primary field,
Due Date, and Activity Type. Activities that can be marked as complete will include a check box
next to them. Simply tap the check box to mark the activity as complete.
The activities list displays activities that are due today and past due activities in a darker color.
Activities that are not due today or past due appear in a lighter color. Activities with a due date
will display the date and time of when they are due.
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Note the following:
The Description field for emails will not appear in lists. This is because it may contain HTML.
For Activities, the new item button (+) opens a flyout so you can select the type of activity to
create. This flyout contains a list of all the read/write enabled activities.
Stakeholders and Sales Team Lists
The Stakeholders and Sales Team lists that appear within an Opportunity display the primary field
and role. These two entity lists have inline create and editing. When you tap the (+) on these lists,
the existing list items move down and a lookup and a drop-down list will become present. Now
you can select (or create) an entity to add to the list through the lookup, and to assign a role
through the drop-down list.
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Editing is an inline experience as well. If you tap the down arrow next to the role name, the drop-
down list appears in edit mode and you can change roles.
Select View
To change the view used to display a list of records, tap and hold the name of the list. The
command bar appears, which includes the Select View button. Tap the Select View button to
select a different view.
Personal views are listed before system views. You can‘t create new views within Microsoft
Dynamics CRM.
Lists
Lists display columns similar to what you see in the web application and can be configured by
editing the view for the entity. For more information, see Create or edit views.
If a list is too wide to display on your screen, you can swipe to scroll to the right, and then back to
the left. If more rows are available than what fits on the screen, a scrollbar appears. Up to 25
records are displayed by default. As you scroll down, CRM for tablets displays additional records.
A status indicator may appear to indicate that more data is being retrieved.
Resize Columns
You can resize the width of columns in a view. To resize the columns, select the Resize
Columns button from the command bar, and then drag the column handles to the desired width.
The resizing of view columns is sticky per device.
Sort
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When you tap a column header, the view will be sorted in ascending order by that column. When
you tap the column again, it will reverse the sort to be descending. The sorting of view columns is
sticky per device.
Forms
In CRM for tablets, forms have the same fields as configured in the web application.
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Because the same form definition is used, you do not have to manage forms separately. For
example: If you add a new field to the form, you do not need to remember to modify a different
form for it to appear in CRM for tablets.
Fields
Item Description
Lookup Lookup fields have a slightly different user experience than you may be used to with
s the web application. Lookup fields in the CRM for tablets app require that you type a
few characters to search for the record you want. There is not an option to select a
record from a view. When you type characters into the lookup field, CRM for tablets
shows matching results in the bottom left corner of your screen. To select a record,
simply tap it in the list of results.
Phone You can start a Skype call or new email message with your default email provider
Number because phone number and e-mail fields are clickable in forms and lists.
and
Email
Address
Fields
Communication Card
A special tile exists to represent User or Contact records. This type of tile is referred to as a
communication card. As shown in the following screenshot, the communication card appears at
the top of the list of tiles in the Relationships section of the form.
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On the right side of the communication card is an email button and a phone call button. If you tap
the email button, it will open your default email application on your tablet. If you tap the phone
call button, it will initiate a Skype call. If you click or tap the phone icon to make a Skype call, the
CRM for tablets app will open the phone call form when you return. On a Windows 8 device, you
are automatically directed to the app store if Skype isn‘t installed. Tapping the main section of the
contact card will open the corresponding record.
CRM for tablets displays a communication card on any form that contains a Quick View form for
the Contact entity. The user and contact forms always have a self-referential communication
card. For example: The form for a contact record includes a communication card for the currently
viewed contact record. The form for a user record always displays a communication card for the
currently viewed user record.
Contacts that you pin to the dashboard appear with the communication card experience if you
enlarge the tile.
Important
When you send an email message, it is not tracked in Microsoft Dynamics CRM. You
must use CRM for Outlook to manually track the sent email.
Next and Previous Records
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When you open a record from a list, the left side of the form includes a slider bar to navigate to
other records from the originating list. Simply tap and hold the slider bar and move it up or down
to access the next or previous records.
As you move the slider bar up or down, you will see the names of the records from the list that
you can choose. When you release your finger from the slider bar, the selected record will open.
Notes and Attachments
You can create, view, and edit notes within CRM for tablets. You can also add attachments from
your device.
Form Features not available
There are some features available in the web application that are not available in CRM for tablets.
This includes the following:
Yammer and Activity Feeds
Bing Maps integration
SharePoint Document Libraries
iFrames - typically used for including web pages in a form.
Web Resources
The ability to switch to another form when there are multiple entities per form. The CRM for
tablets app always uses the first form in the form order that you have privileges to use.
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Business process flows
Business process flows are available in CRM for tablets similar to what is available in the web
application.
There are a couple of navigation differences. A flag labeled Next Stage appears that you can tap
to move to the next stage.
To display additional commands related to the process, tap and hold the header of the stage
section to select it.
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The command bar appears with an option to move back a stage and another option to switch
processes.
Important
If you have a process that spans multiple entities, including an entity that is not available
in CRM for tablets, you cannot navigate to the record type that is not available.
Save
Records are saved in CRM for tablets based on how your admin configured Auto Save in your
organization settings.
Note the following:
If Auto Save is enabled for your organization (the default), changes you made will be saved
when you leave the form.
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If Auto Save is disabled for your organization, you must use the command bar in CRM for
tablets (swipe from the bottom of the screen) and tap Save to save your form changes.
Charts
Charts appear if they are included in the Sales Dashboard.
Drill Through
Similar to the web application, you can tap a section of a chart to drill through and see the records
that represent that part of the chart.
Simply tap a section of the chart and you will see the chart alongside the corresponding records.
Tap another section to view the records that represent that section or click the area surrounding
the chart to view all records for the current view.
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Tap any of the records in the view to open the form for the record.
Note
You can see charts alongside a list only if you tap a chart from the Sales Dashboard. It is
not possible to make a chart appear next to a list if you do not start from a chart on the
Sales Dashboard.
Change View
While you are viewing a chart, you can change the current view. If you change the current view, it
will cause the chart to be refreshed with the data that matches the filters defined in the selected
view. To select a different view, tap the Select View button on the command bar and then choose
another view.
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Change Chart
To select a different chart to display the data, tap the Select Chart button on the command bar.
Limitations
The dashboard only displays charts created through the Chart Designer in the Microsoft
Dynamics CRM web application. If you modified the XML for a chart definition and imported it
back into Microsoft Dynamics CRM, that chart may not display in CRM for tablets.
Search
Perform a Search
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One of the great features available in CRM for tablets is the ability to execute a Quick Find query
across multiple entities (max of 10) at once. Quick Find is a core feature of Microsoft Dynamics
CRM that has been available since version 1.0. In the web application and CRM for Outlook, you
are currently able to search against one entity at a time. The ability to search across multiple
entities at once is new with this release and is currently available only within CRM for tablets.
When you perform a multi-entity Quick Find, results are grouped by entity and sorted by the order
specified in the Quick Find View for the entity.
As with any Quick Find query, the generated query uses a ―starts with‖ condition. For example: If
you search for ―Alpine‖, it would return any results where the searchable columns were found to
match records that started with those characters. If the Account entity is enabled and the Name
field is one of the enabled Find Columns in the Active Accounts Quick Find view, accounts that
start with the word ―Alpine‖ would be returned. Alpine Ski House might be one of the results
returned. However, if you used the word ―Ski‖, this record would not be returned.
Important
Although it is possible to add a wildcard character (such as ―*Ski‖), this type of search
should be avoided because it can result in performance issues.
Filter to a specific entity
If you start a search from the dashboard, the search will default to search across all entities
enabled for multi-entity Quick Find. If you are viewing a form or list for a certain entity (such as
Account) and then you start a search, the search will default to filter based on that entity type.
The upper-right corner of the application provides a drop-down field to change the current entity
filter. You can choose to search against a specific entity or choose None to search against all
entities enabled for multi-entity Quick Find.
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Choose None to search against all entities enabled for multi-entity Quick Find
Offline (disconnected)
CRM for tablets caches records and lists that you have recently accessed within the app. The
next time you open a record it will retrieve the data from the cache if it is available. A background
request to the server will retrieve and render the changes and update the cache.
The CRM for tablets app uses internal logic to determine which records to maintain in the cache.
There is not a background synchronization process like the CRM for Outlook application or the
ability to define filters that control which records will be available when CRM for tablets is not
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connected. The records displayed on the Sales Dashboard are prioritized for caching. This
includes the lists of records on the Sales Dashboard, as well as any records pinned to the Sales
Dashboard. The data that is cached are the columns necessary to display the lists and tiles. Data
from recently accessed lists and forms get second priority. The records that are cached are
based on what you accessed in the CRM for tablets app. It does not cache based on records you
accessed in the web application.
When CRM for tablets cannot connect to the Microsoft Dynamics CRM server, you can still
access cached data. The data that is cached on your device is read-only and you cannot create
any new records until you reconnect to the Microsoft Dynamics CRM server. To notify you that
you are working in a disconnected state, an alert will appear to indicate you are offline.
When the connection to the Microsoft Dynamics CRM server is available again, you can tap the
Offline indicator and then tap the Reconnect link.
Note
If you are using your CRM for tablets with Microsoft Dynamics CRM 2013 (on-premises):
When you lose your internet connection, you can continue to use CRM for tablets while
disconnected. However, once you start another app (essentially closing CRM for tablets), you
will be unable to use CRM for tablets until you can connect to the internet.
Note the following:
Charts are not available when you are offline.
This cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on
a Windows 8 device.
CRM for tablets does not include a feature to remotely wipe the data from a device.
Images such as contact photos are cached in the browser cache, so they might not be
available when you are offline.
See Also
Known issues for CRM for tablets and phones
Set up CRM for tablets (for admins)
Get started
Top tasks
Import contacts
Whether your contacts are stored in an email program, a spreadsheet, or on your phone, you‘ll
probably want to import them into Microsoft Dynamics CRM so you can keep track of the people
you do business with all in one place.
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These file formats are supported:
Comma-separated values (.csv)
Text (.txt)
Compressed (.zip)
Excel Spreadsheet 2003 (.xml)
The maximum file size allowed for .zip files is 32 MB. For the other file formats, the maximum file
size allowed is 8 MB.
Tip
If you need to import a larger amount of data, see the Developer Toolkit for Microsoft
Dynamics CRM for additional details.
If you store contacts in more than one program, add your import files to a single .zip file.
Then import the .zip file to bring in all the files at once.
Follow the procedure for the program or location where your contacts are stored:
Warning
If the spreadsheet doesn‘t include all the column names listed, that‘s okay.
However, if a column name does exist, it must match exactly with the
corresponding name in the list or the import won‘t work. Spaces are required.
Note that the word ―Email‖ doesn‘t contain a hyphen.
First Name
Middle Name
Last Name
Business Phone
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Mobile Phone
Job Title
Business Street
Business City
Business State
Business Country/Region
Email Address
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2. Click or tap Import Data.
3. Browse to the folder where you saved the file that contains the export of your contacts.
Select the file, then click or tap Open. Click or tap Next.
Tip
You can import only one file at a time. To bring in more files, run the wizard again
later, or add all your contacts files to a single .zip file.
4. Review the file name, and if the file is in .csv or .txt format, verify that the field and data
delimiters are correct. Click or tap Next.
Note
In most cases, you can accept the default delimiters.
5. Select Default (Automatic Mapping) for the System Data Map. Click or tap Next.
6. In the Microsoft Dynamics CRM Record Types drop-down list, select Contacts. Click or
tap Next.
7. For any record type with an alert icon, map the column from your contacts file to the
corresponding field in Microsoft Dynamics CRM. Click or tap OK, then click or tap Next.
8. Review the summary, then click or tap Next.
9. Click or tap Submit.
10. To verify that the wizard was successful, click or tap Imports, then review the report.
Otherwise, click or tap Finish.
1. Click or tap Microsoft Dynamics CRM, then click or tap your role (either Sales, Service,
or Marketing).
2. Click or tap Contacts.
3. Scroll through the contact list. Check that each person is listed and verify the contents of
the fields for accuracy.
See Also
Import accounts, leads, or other data
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Note
Want to import contacts? More information: Import contacts
Tip
If you need to import a larger amount of data, check out the Developer Toolkit for
Microsoft Dynamics CRM for additional details.
You can add multiple import files to a single .zip file, and then import the .zip file to bring
in all the files at once. For example, if several salespeople enter leads from a tradeshow
into different spreadsheets, you can gather them into one .zip file for import.
For best results, it‘s a good idea to make sure you (or your CRM admin, if that‘s someone
else) have some rules in place to reduce any duplicates when you import the data (called
―duplicate detection rules‖). More information: Set up duplicate detection rules
47
2. Click or tap Imports > Import Data.
3. Browse to the folder where you saved the file that contains the import file. Select the file,
and then click or tap Open. Then, click or tap Next.
Tip
You can import only one file at a time. To bring in more files, run the wizard again
later, or add all your import files to a single .zip file.
4. Review the file name, and if the file is in .csv or .txt format, verify that the field and data
delimiters are correct. Then, click or tap Next.
Note
In most cases, you can accept the default delimiters.
5. Select how the wizard determines which fields to use for the data.
Select Default (Automatic Mapping) if you want the wizard to determine the
corresponding fields in Microsoft Dynamics CRM automatically. If the wizard can‘t
find a field, you‘ll have the opportunity to ―map‖ it yourself.
-- OR --
Select For Generic Contact and Account Data if your import file contains contacts
and accounts (and contacts are the main type of data).
-- OR --
Select For BCM 2010 if your import file contains your contacts from Microsoft
Outlook 2010 with Business Contact Manager.
-- OR --
If available for your organization, select a custom data map. (You‘ll see them in the
list if they‘re available to you.)
Caution
In most cases, to avoid importing duplicate information, you should keep this
option set to No.
To set who owns the imported records, in the Select Owner for the Imported Records
section, click or tap the Lookup button . Select Look Up More Records, type the
person‘s name, and then click or tap Add.
Note
How do you decide who should ―own‖ the imported data? Usually, the owner
is the person responsible for taking action on the data. Here‘s an example: If
your import file contains contacts you collected at a trade show and you want
to assign a user to follow up with these contacts, select that person for the
owner. To assign someone other than yourself as the owner of the imported
records, your security role must include permissions to create records for the
user. If you don‘t have sufficient permissions, the wizard assigns you as the
owner of the imported records by default.
To save these import settings so you can use them again, enter a name for the
settings (called a ―data map‖).
The next time you run the Import Data wizard, you‘ll see the new data map listed
under Custom Maps.
See Also
Import contacts
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Campaign responses
Competitors
Activities: tasks, phone calls, email, or appointments
1. On the nav bar, click or tap the plus sign , and then click or tap the item you want.
For an activity:
Task
Phone call
Appointment
Note
next to the field on the screen means the field is required.
next to the field on the screen means your organization recommends that you fill in the field.
Important
To maintain the integrity of your data, check regularly to make sure that you don‘t
inadvertently create duplicate records in the system. More information: Check for
duplicates
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If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work
area: Sales, Service, or Marketing. The work area name appears on the
nav bar.
b. Click or tap the work area name, and then click or tap Accounts or
Contacts.
2. In the list of contacts or accounts, click or tap a name, and then click or tap Activities.
3. To create a new phone call or task, click or tap Add Phone Call, or click or tap Add Task.
Or, to create a new email or appointment, click or tap the More Command ( ), then click or
tap Email or Appointment.
- OR -
To edit an existing activity, in the list of activities, click or tap the activity, and then click or
tap Open this activity. (Point to the area to the right of the activity to see the command.)
4. Fill in your information. Use the handy tooltips as a guide.
5. Click or tap OK to save a new activity or click or tap Save to save an updated activity.
Note
You can‘t reactivate or edit a closed activity. However, you can add a note to a closed
activity.
Also, you can‘t set reminders in CRM for Outlook for faxes, phone calls, e-mails, letters,
or campaign response activities created in the web application or CRM for Outlook.
To create the same activity for multiple records, use a quick campaign. More information:
Create a quick campaign
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Check for duplicates
To maintain the integrity of your data, you should check for duplicates regularly to make sure that
you don‘t inadvertently create duplicate contacts, accounts, or leads.
The Check for Duplicates wizard helps you set up a ―job‖ that finds and cleans up duplicate
records in the system. You can schedule the job to run daily, and you can receive an email
confirmation when the job finishes.
Note
If available on your system, you may also be able to check for duplicates of other record
types, in addition to contacts, accounts, and leads. Check with your system administrator.
Checking for duplicate records works only when you or your system administrator (if
that‘s someone else) has created a rule for the record type, and duplicate detection is
turned on.
--OR--
Click or tap For Selected Records to check if the selected contact has any duplicates in
52
the system.
You‘ll see the Check for Duplicates wizard, which helps you create a job to check for any
duplicate contacts.
3. Accept the default name for the job, or type a different name.
4. Enter the start time for the job, and enter how often to run the job, in days. For example,
type 1 to run the job daily.
5. Select the check box to receive an email confirmation when the duplicate detection job
completes. Enter an additional email address, if desired.
6. Click or tap Next, and then click or tap Submit.
--OR--
Click or tap For Selected Records to check if the selected account has any duplicates in
the system.
53
You‘ll see the Check for Duplicates wizard, which helps you create a job to check for any
duplicate accounts.
3. Accept the default name for the job, or type a different name.
4. Enter the start time for the job, and enter how often to run the job, in days. For example.
type 1 to run the job daily.
5. Select the check box to receive an email confirmation when the duplicate detection job
completes. Enter an additional email address, if desired.
6. Click or tap Next, and then click or tap Submit.
--OR--
Click or tap For Selected Records to check if the selected lead has any duplicates in the
system.
You‘ll see the Check for Duplicates wizard, which helps you create a job to check for any
duplicate leads.
3. Accept the default name for the job, or type a different name.
4. Enter the start time for the job, and enter how often to run the job, in days. For example,
54
type 1 to run the job daily.
5. Select the check box to receive an email confirmation when the duplicate detection job
completes. Enter an additional email address, if desired.
6. Click or tap Next, and then click or tap Submit.
See Also
Set up duplicate detection rules
Turn duplicate detection on or off
Run system jobs to detect duplicates
Get info designed for IT pros who administer CRM IT Pro Center
Microsoft Dynamics CRM
Get developer resources and see sample code CRM Developer Center
See Also
Quick guide to CRM help resources
55
CRM for Outlook to access Microsoft Dynamics CRM data while you‘re working within the familiar
Outlook interface.
CRM for Outlook can also provide access to CRM data while you‘re offline.
Important
Microsoft Dynamics CRM 2013 requires that you use Microsoft Dynamics CRM 2013 for
Outlook. If you use Microsoft Dynamics CRM 2011, don't update to CRM 2013 for
Outlook; continue to use Microsoft Dynamics CRM 2011 for Outlook.
The Microsoft Dynamics CRM user interface, click Get CRM for Outlook on the
message bar. If you see one or more dialog boxes entitled Security Warning, click or tap
Run in each.
The web, open the Microsoft Dynamics CRM 2013 for Microsoft Office Outlook download
page and then download and run the executable file for 32-bit or 64-bit, depending on
your system.
A DVD, double-click SetupClient.exe in the appropriate Microsoft Office installation
folder (32-bit or 64-bit).
Run the installation file to start the Microsoft Dynamics CRM 2013 for Microsoft Office
Outlook Setup wizard.
2. Configuration. The second part of the process is to complete the CRM for Outlook
Configuration wizard, which starts automatically the first time you run Outlook after you
install CRM for Outlook.
For information on completing the CRM for Outlook Configuration wizard, see Install CRM
for Outlook.
Installation prerequisites
As you consider installing and configuring CRM for Outlook, make sure you have the following
prerequisites:
Can you log on to your computer as a user with Local Administrator privileges?
56
Does your computer meet the hardware and software requirements to run CRM for Outlook?
a. For hardware requirements, see Microsoft Dynamics CRM 2013 for Outlook hardware
requirements.
b. For software requirements, see Microsoft Dynamics CRM 2013 for Outlook software
requirements.
Does your computer have the the latest Microsoft Office updates, including all security
updates?
Microsoft Dynamics CRM 2013 for Microsoft Office Outlook privacy information
To use Microsoft Dynamics CRM for Microsoft Office Outlook, you must sign in with your
credentials (an email address and password). You may choose to save this information locally so
that you aren‘t asked for your credentials each time you open Microsoft Outlook. If you choose to
save this information, CRM for Outlook will automatically connect to Microsoft Dynamics CRM
every time you open Outlook.
After the first time you sign in and use CRM for Outlook, the connection between your computer
and CRM will always be open when you have access to the Internet. You may choose to turn off
the connection between your computer and CRM through the Options area. If you choose to clear
this option, CRM for Outlook may suffer from decreased performance.
You can use CRM for Outlook to track email in CRM. If you do, the email thread will be visible to
the users in your organization who have permission to view it.
For every email you receive, CRM for Outlook will send CRM the sender‘s email address, the
recipient‘s email address, and the subject line of the message. This enables CRM to validate
whether any particular mail should be stored by the CRM service. When an item is tracked, a
copy of that item will be maintained by the CRM service and will be visible to the other users in
your organization who have the right permissions. When an item is untracked, that copy is
automatically deleted from the CRM service only if that item is owned by you.
See Also
Microsoft Dynamics CRM 2013 for Outlook Installation Instructions
57
After your contacts are linked, in Outlook you‘ll see the email, tasks, and appointments
associated with any Microsoft Dynamics CRM contact or account.
In Microsoft Dynamics CRM, when you view details for a contact or account, you‘ll see any
associated email messages, appointments, or tasks in the list of activities.
Note
The wizard determines the folder, usually called Contacts. You can select or clear
subfolders in the Contacts folder.
If you allow someone else to manage your email (called a ―delegate‖), you can‘t add
contacts from that person‘s contacts folder.
4. Select how to group your contacts. The groups are:
Company Name. Group the contacts by the matching account name in Microsoft
Dynamics CRM. The wizard lists the number of contacts associated with each
account. Click or tap the link to verify the list of names for each account.
58
Email Domain. Group the contacts by email domain. The email domain is the part of
the address after the @ symbol. For example, in the email address
[email protected], "example.com" is the domain. Click or tap the link to verify
the list of names in each domain.
Categories. Group the contacts by the category you use to organize contacts in
Outlook, if applicable. Click or tap the link to verify the list of names for each
category.
If you don‘t want to add all the groups, clear the check boxes to the left of any groups you
don‘t want.
Note
The Number of Contacts column displays a color to indicate how many of the
contacts are already linked to Microsoft Dynamics CRM:
Green. All of the contacts are already in Microsoft Dynamics CRM.
Yellow. More than 50% of the contacts are already in Microsoft Dynamics CRM.
Red. At least one contact is already in Microsoft Dynamics CRM.
Tip
You may find that the groupings have many variations if the company names
don‘t match exactly. If so, it may be best to cancel the wizard, correct the
company names in Outlook, and then run the wizard again.
5. Verify that Use Company Name to be the Account is selected (recommended).
Otherwise, if you want to associate an account name with each contact later in Microsoft
Dynamics CRM, clear this check box.
6. Select Track all communications for added contacts to track the messages,
appointments, and tasks associated with these Outlook contacts in Microsoft Dynamics
CRM.
7. To manually select the accounts to associate the contacts with, click or tap Advanced. In
the Set Account column, click or tap the row for the contact. From the drop-down list,
select one of the following:
Leave the field blank (Not Set) to associate the contacts with an account later in
Microsoft Dynamics CRM.
Select Use Company Name to associate the contacts with a Microsoft Dynamics
CRM account using the company name.
Select Pick Existing Account, select an account or contact, and then click or tap
OK.
8. In the Include Communication column, clear the check box for any grouping you don‘t
want to track email messages, appointments, or tasks in Microsoft Dynamics CRM.
9. Click or tap Add Contacts.
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10. Review the Summary page and view any errors, if applicable. Then, click or tap Close.
Differences between working in Microsoft Dynamics CRM for Outlook and Microsoft
Outlook
Because Microsoft Dynamics CRM uses standard Internet Explorer controls, some Outlook
features aren‘t available in CRM for Outlook.
Attach files during creation Save an email activity before attaching files.
Move records by dragging and dropping. None. This causes data loss.
Microsoft Dynamics CRM Service calendar You can request that your system administrator
add it.
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Some views are server-only. This means that certain kinds of views, as defined by your system
administrator, can‘t be stored on your computer. You can pin the view, but the records aren‘t
moved into a single list.
Work offline
Before you go offline, you can select a portion of your CRM for Outlook data to take with you
offline for use as local records. Whenever you go online again, your local records synchronize
with the server so that your changed local records are then changed in the Microsoft Dynamics
CRM database.
More information: Work offline with CRM for Outlook
Important
Any users who log on locally to a computer that has Microsoft Dynamics CRM for Outlook
installed can potentially access Microsoft Dynamics CRM data that is stored in the offline
database. Shared use of a computer running CRM for Outlook is not supported.
Synchronize Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM
While you‘re offline with Microsoft Dynamics CRM, you can use CRM for Outlook to create,
delete, or update contacts, tasks, appointments, phone calls, letters, faxes, and service
anointments. These changes update Outlookwhile you are offline, but don‘t update Microsoft
Dynamics CRM until you go back online.
More information: Synchronizing Information
61
save this information, CRM for Outlook will automatically connect to Microsoft Dynamics CRM
every time you open Outlook.
After the first time you sign in and use CRM for Outlook, the connection between your computer
and CRM will always be open when you have access to the Internet. You may choose to turn off
the connection between your computer and CRM through the Options area. If you choose to clear
this option, CRM for Outlook may suffer from decreased performance.
You can use CRM for Outlook to track email in CRM. If you do, the email thread will be visible to
the users in your organization who have permission to view it.
For every email you receive, CRM for Outlook will send CRM the sender‘s email address, the
recipient‘s email address, and the subject line of the message. This enables CRM to validate
whether any particular mail should be stored by the CRM service. When an item is tracked, a
copy of that item will be maintained by the CRM service and will be visible to the other users in
your organization who have the right permissions. When an item is untracked, that copy is
automatically deleted from the CRM service only if that item is owned by you.
Note
In Microsoft Dynamics CRM 2011, you can only use Microsoft Dynamics CRM for
Microsoft Office Outlook to perform the Outlook synchronization. In Microsoft Dynamics
CRM 2013, you can synchronize using CRM for Outlook or server-side synchronization. If
server-side synchronization is selected, the synchronization does not require running
CRM for Outlook. For more information, see Introducing server-side synchronization.
Any users who log on locally to a computer that has Microsoft Dynamics CRM for Outlook
installed can potentially access Microsoft Dynamics CRM data that is stored in the offline
database. Shared use of a computer running CRM for Outlook is not supported.
62
that you aren‘t asked for your credentials each time you open Microsoft Outlook. If you choose to
save this information, CRM for Outlook will automatically connect to Microsoft Dynamics CRM
every time you open Outlook.
After the first time you sign in and use CRM for Outlook, the connection between your computer
and CRM will always be open when you have access to the Internet. You may choose to turn off
the connection between your computer and CRM through the Options area. If you choose to clear
this option, CRM for Outlook may suffer from decreased performance.
You can use CRM for Outlook to track email in CRM. If you do, the email thread will be visible to
the users in your organization who have permission to view it.
For every email you receive, CRM for Outlook will send CRM the sender‘s email address, the
recipient‘s email address, and the subject line of the message. This enables CRM to validate
whether any particular mail should be stored by the CRM service. When an item is tracked, a
copy of that item will be maintained by the CRM service and will be visible to the other users in
your organization who have the right permissions. When an item is untracked, that copy is
automatically deleted from the CRM service only if that item is owned by you.
Important
The first time you go offline, it can take a significant amount of time to synchronize your
local data with the Microsoft Dynamics CRM server. While CRM for Outlook is
synchronizing, Microsoft Dynamics CRM is not available. You can shorten the time by
using filters to limit the amount of data to synchronize.
Any users who log on locally to a computer that has Microsoft Dynamics CRM for Outlook
installed can potentially access Microsoft Dynamics CRM data that is stored in the offline
database. Shared use of a computer running CRM for Outlook is not supported.
Offline availability
The following list shows the features that are unavailable when you are offline.
63
Assigning records (except activities and cases)
Converting quotes to sales orders
Converting sales orders to invoices
Managing system administration
Updating system configuration
Managing service activities
Managing services
Using the Service calendar and Workplace calendar
Editing articles
Editing or managing sales literature
Changing organizations
Sharing records
Detecting duplicate records
Managing system jobs
Running some diagnostic tests
Running workflow rules
Create quick campaign and related activities from a Mail Merge
Limited availability
Creating or viewing reports (based on local data groups and offline data)
Running some custom business process automating (plug-ins)
Can be viewed, but cannot be edited offline
Articles
Sales literature
Mail merge templates
Microsoft Dynamics CRM applies all your additions and changes to the Microsoft Dynamics CRM
server in the same order that you entered or updated it. If you made a change to a record while
you are offline, and another user changes the same record during that time, when you go back
online, your change will overwrite the changes that they made while you were offline.
Workflows
When you are working offline, workflow notifications are not generated until you go back online.
Also, if the changes you've made to offline accounts are set to trigger an automated workflow
process or system job, the process is automatically triggered after you go back online.
64
Duplicate detection
There is no duplicate detection while you are working offline. Duplicate detection is triggered
automatically when you go back online or synchronize. You can set a personal option to
determine whether or not duplicates are created when they are identified.
Using filters
Before you go offline, use filters to select a subset of Microsoft Dynamics CRM data to be
available on your local computer. Any changes you make to this data when you work offline are
saved to the local copy of your data.
You can reset these filters every time that you go offline, so you have the flexibility to download
only the data you need. If you choose to remove large amounts of data from your local copy, this
can cause a longer synchronization.
You use filters to define what data is taken offline. You can edit the filters to suit your business
needs.
1. This task requires permissions that are found in all default security roles.
2. If you have Outlook 2013 or Outlook 2010 installed, click File. Click the CRM tab. Click Go
Offline, and then click Offline Filters.
If you have Outlook 2007 installed, on the CRM menu, click Offline Filters.
65
iii. Click Enter Value, and enter a value to filter on. For some values, you can click the Select or
change the values for this field button to open the Select Values dialog box and select the
value you want.
c. To group criteria, you must select two or more rows for the same record type. For
example, Sales Stage and Est. Revenue are both field values in the Opportunity
record type and two rows that specify filter criteria for these fields can be grouped.
However, rows with field values from different record types, such as Account and
Opportunity record types, cannot be grouped.
For each row you want to group, in detailed mode, click the Options menu button for that row,
and then click Select Row.
On the Filter toolbar, select Group AND or Group OR.
To remove a row from a group, click the Options menu button for that row, and then click
Delete.
To select a group, click the Options menu button for that group, and then click Select Group.
To add a criteria clause to a group, click the Options menu button for that group, click Add
Clause, and then select the field, query relational operator, and value.
To unselect a group that has been previously selected, click the Options menu button for that
group, and then click Deselect Group.
To ungroup a group, click the Options menu button for that group, and then click Ungroup.
To change a Group AND group to a Group OR group, or a Group OR group to a Group AND
group, click the Options menu button for that group, and then click Change to OR or
Change to AND.
Tip
To clear all criteria and start over, on the Filter toolbar, click Clear, and then click Confirm.
To delete a row, click the Options menu button for that row, and then click Delete.
To hide a row in simple mode, while you are in detailed mode, click the Options menu button
for that row, and then click Hide in Simple Mode.
If you have a hidden row when viewing filter criteria in simple mode and you want to show that
row again, then in detailed mode, you must click the Options menu button for that row, and
then click Show in Simple Mode.
66
the users in your organization who have permission to view it.
For every email you receive, CRM for Outlook will send CRM the sender‘s email address, the
recipient‘s email address, and the subject line of the message. This enables CRM to validate
whether any particular mail should be stored by the CRM service. When an item is tracked, a
copy of that item will be maintained by the CRM service and will be visible to the other users in
your organization who have the right permissions. When an item is untracked, that copy is
automatically deleted from the CRM service only if that item is owned by you.
Sales
Work with customers
b. Click or tap the work area name, and then click or tap Contacts.
You‘ll see a list of your active contacts. You may need to scroll to see the
whole list.
Tip
It‘s easy to get back to the customer data you were working with most recently. On
the nav bar, next to Contacts, click or tap . Click or tap a name, and then get right
back to what you were doing.
67
You‘ll see a list of your active contacts. You may need to scroll to see the
whole list.
2. Click or tap a person‘s name to see the details for the contact.
Create a contact
1. Navigate to your area.
b. Click or tap the work area name, and then click or tap Contacts.
Edit a contact
1. Navigate to your area.
68
b. Click or tap the work area name, and then click or tap Contacts.
2. Open the contact and change the information that you want.
3. Click or tap Save.
Important
To maintain the integrity of your data, check regularly to make sure that you don‘t
inadvertently create duplicate records in the system. More information: Check for
duplicates
See Also
Run a report
Import contacts
View or turn off Bing Maps
Assign a record to a user or team
Deactivate or activate an account or contact
Quick create--Enter new contacts (or other data)--fast!
Keep track of notes, tasks, calls, or email with activities
Stay up-to-date with customer news with the activity feed
69
If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work
area: Sales, Service, or Marketing. The work area name appears on the
nav bar.
b. You‘ll see a list of your active accounts. You may need to scroll to see the
whole list.
Tip
It‘s easy to get back to the customer data you were working with most recently. On
the nav bar, next to Accounts, click or tap . Click or tap a name, and then get right
back to what you were doing.
Create an account
1. Follow the steps for the app you‘re using.
b. Click or tap the work area name, and then click or tap Accounts.
70
If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, and then
select your work area: Sales, Service, or Marketing.
b. Expand Customers, and then click or tap Accounts.
Edit an account
1. Follow the steps for the app you‘re using.
b. Click or tap the work area name, and then click or tap Accounts.
2. Open the account and change the information that you want.
3. Click or tap Save.
Important
71
To maintain the integrity of your data, check regularly to make sure that you don‘t
inadvertently create duplicate records in the system. More information: Check for
duplicates
See Also
Run a report
View or turn off Bing Maps
Assign a record to a user or team
Import accounts, leads, or other data
Deactivate or activate an account or contact
Quick create--Enter new contacts (or other data)--fast!
Keep track of notes, tasks, calls, or email with activities
Stay up-to-date with customer news with the activity feed
72
2. Select the active account or contact that you want to deactivate, click or tap Deactivate,
and then confirm the deactivation.
2. To view a deactivated account or contact, in the System Views list, select Inactive
Accounts or Inactive Contacts.
3. Select the inactive accounts or contacts you want to activate, click or tap Activate, and
then confirm the activation.
See Also
Import contacts
Create or edit a contact
Create or edit an account
Import accounts, leads, or other data
73
1. Follow the steps for the app you‘re using.
Tip
It‘s easy to get back to the customer data you were working with most recently. On
the nav bar, next to Leads, click or tap . Click or tap a name, and then get right
back to what you were doing.
Create a lead
1. Follow the steps for the app you‘re using.
74
a. In the Navigation Pane, expand your organization if necessary, and then
select your work area: Sales, Service, or Marketing.
b. Expand Customers, and then click or tap Leads.
Edit a lead
1. Follow the steps for the app you‘re using.
b. Click or tap the work area name, and then click or tap Leads.
2. Open the lead and change the information that you want.
3. Click or tap Save.
Important
To maintain the integrity of your data, check regularly to make sure that you don‘t
inadvertently create duplicate records in the system. More information: Check for
duplicates
See Also
Run a report
75
View or turn off Bing Maps
Assign a record to a user or team
Import accounts, leads, or other data
Add members to a dynamic marketing list
Quick create--Enter new contacts (or other data)--fast!
Keep track of notes, tasks, calls, or email with activities
Stay up-to-date with customer news with the activity feed
Tip
It‘s easy to get back to the customer data you were working with most recently. On
the nav bar, next to Opportunities, click or tap . Click or tap a name, and then get
right back to what you were doing.
76
2. Click or tap an opportunity name to see the details.
Create an opportunity
1. Navigate to your area.
Edit an opportunity
1. Navigate to your area.
77
b. Expand the Sales folder, and then click or tap Opportunities.
2. Open the opportunity and change the information that you want.
3. Click or tap Save.
See Also
Run a report
View or turn off Bing Maps
Assign a record to a user or team
Quick create--Enter new contacts (or other data)--fast!
Keep track of notes, tasks, calls, or email with activities
Stay up-to-date with customer news with the activity feed
Quick create--Enter new contacts (or other data)--fast!
Create a product
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
78
If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, click or tap
Settings > Business > Product Catalog.
Note
Before you can add a default price list, you must save the newly created product
form.
6. Click or tap Save.
Note
If you‘re using an accounting program that is integrated with Microsoft Dynamics CRM,
several of the fields in the product form are updated automatically.
You can‘t enter taxes on the product form. You can add taxes when you create a quote,
order, or invoice.
Edit a product
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions. More information: Permissions required for
customization tasks
79
b. Click or tap Settings > Product Catalog.
See Also
Run a report
Create a goal
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
80
If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, click or tap
Sales, and then click or tap Goals.
b. In the Records group, click or tap New.
3. On the New Goal form, enter information or observe any noted restrictions or
requirements as needed. Use the handy tooltips as a guide.
4. Click or tap Save or Save and Close.
Edit a goal
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions. More information: Permissions required for
customization tasks
81
3. Fill in your information. Use the handy tooltips as a guide.
4. Click or tap Save and Close.
2. Click or tap New, or click or tap the quote you want to edit.
3. Fill in your information. Use the handy tooltips as a guide.
Required fields are:
Quote ID
This ID is created automatically and can‘t be edited.
Revision ID
This ID is created automatically and can‘t be edited. The Revision ID tracks the
number of times the quote has been changed.
Name
Type a name between 1 and 100 characters.
Currency
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Select the currency in which the quote will be calculated.
Price List
Select the price list from the product catalog.
Potential Customer
Search for and select the account or contact who will receive this quote.
Note
means the field is required.
means your organization recommends that you fill in the field.
See Also
Run a report
Assign a record to a user or team
Quick create--Enter new contacts (or other data)--fast!
Keep track of notes, tasks, calls, or email with activities
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions.
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To edit a rollup query, open the query from the list.
Note
If you change this selection after you add your query criteria in the Query
section, your query criteria will be deleted.
4. In the Query section, add the criteria for your query. The criteria you can add depends on
the record type.
5. To see the results for the query, click or tap View Records.
6. Click or tap Save, Save and Close, or, to create a new rollup query, Save and New.
7. To view the data for a goal, on the nav bar, click or tap Sales, and then click or tap
Goals.
8. Select the goal you want, then click or tap More Commands , and then click or tap
Recalculate.
The values of the actuals are recalculated. You can see the recalculated values in the
Percentage Achieved, Actual, and In-Progress columns. If you open the goal, under
Actuals, you can see the Last Rolled Up Date.
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1. Follow the steps for the app you‘re using.
2.
Fill in your information. Use the handy tooltips as a guide.
3. Click or tap Save.
4. To associate a competitor with an opportunity, in the Opportunity area, click or tap . In the
Search box, click or tap the Lookup icon, and then select an opportunity from the results.
See Also
Competitor Win Loss
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If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM > Sales.
b. Click or tap Sales > Quotes.
c. Open the quote that you want to convert to an order, and then on the
command bar, click or tap Create Order.
2.
Fill in your information. Use the handy tooltips as a guide.
2.
Fill in your information. Use the handy tooltips as a guide.
Order ID. This ID is created automatically.
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Name. Type a name between 1 and 100 characters.
Currency. Select the currency in which the order will be calculated.
Price List. Select the price list to make sure products are offered at the correct prices.
Price Locked. Specify if the prices are locked from any further updates. Use this setting
to allow the order or invoice to remain at the agreed price even if the price changes in
the product catalog.
Potential Customer. Select the account or contact you‘re processing the order for.
Note
You need to enter the tax amount when you add a product to a quote, order, or
invoice. Microsoft Dynamics CRM does not automatically calculate tax for
individual products. However, the total tax is calculated automatically based on
the sum of the tax amounts for all of the individual products in a quote, order, or
invoice.
5. Click or tap Save.
Note
You close an order by either fulfilling the order or canceling the order. Products or
services that are shipped are fulfilled. You should cancel orders for any products or
services that are not shipped.
You can‘t update or change an order after it has been closed or if it has been partially or
completely fulfilled.
See Also
Create or edit a quote
2.
Specify what to search for.
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a. Click or tap Edit Columns, and then click or tap Add Columns.
b. Select the record type that includes the columns you want to add.
c. Select the columns you want to add, and then click or tap OK.
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1. Under What’s new, point to the post.
2. Click or tap Reply.
Type your comment. You can use up to 250 characters.
1. Open the contact, account, lead, or other type of record you want to follow.
2. Click or tap the More Command ( ).
3. Click or tap Follow or Unfollow.
Change the order that record types are listed in your activity feed
You can change the order that record types display in your activity feed so that the ones you care
most about are listed at the top.
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1. Under What’s new, click or tap All records.
2. Click or tap Modify this list ( ).
3. In the Filters My Filters dialog box, select the record types you want to change.
4. Click or tap Move Up or Move Down to change the order the record types are displayed.
5. Close the dialog box.
See Also
Display your picture on the activity feed
1. In the activity feed, next to What's New, click or tap Edit next to the gray image.
2. Click or tap Upload a picture from your computer.
3. Browse to the image file, select it, and then click or tap Open.
4. Click or tap OK.
See Also
Administer the activity feed
Stay up-to-date with customer news with the activity feed
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If your organization is set up to work with Yammer, you‘ll see posts on your Microsoft Dynamics
CRM dashboard when colleagues update customer info and you can comment on their posts—
asking questions, offering congratulations, and so on.
Important
Before you can use Yammer within Microsoft Dynamics CRM, your organization needs to
buy Yammer enterprise licenses.
When you use Yammer within Microsoft Dynamics CRM, here‘s what you‘ll be able to do:
The Yammer newsfeed displays on your dashboard. As you and your colleagues work
with customers, you‘ll stay up to date with the latest news about what‘s happening, and you‘ll
be able to join in the conversation. Discuss project deadlines, share the latest files, gather
feedback – and more.
You can share files and discuss content without ever leaving your browser. Share
documents, PDFs, images, and videos across teams quickly and easily.
See Also
Visit the Yammer website
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c. From the records list, select who you want to send email to and then, click or tap the
More Commands icon ( ), and then click or tap Send Direct Email.
2. In the Send Direct Email dialog box, select the template you want to use.
3. Click Send.
See Also
[SP] Work with email templates
Create a chart
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1. Before you start, make sure you have the Create, Write, and Read privileges on the User
Chart entity.
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Opportunity 1 Account 1 Null
Opportunity 3 Account 2 0
The average for Account 1 is 250 because the NULL value was not used.
The average for Account 2 is 125 because the zero was used.
c. To create a chart with multiple series, click or tap the Add a series icon , select
another field to display on the series axis, and then select an aggregate option for
that series.
d. To change the chart type for a series, select the series, click or tap the
Current chart type icon for that series, and then select a chart type.
e. To stack items in a chart, click or tap the chart type, and then click or tap
Stacked or 100% Stacked. You can stack items only in a bar, column, or an
area chart.
f. To display only top items on the chart, click or tap the Top/Bottom Rules
icon > Top X Rule icon, > Top 3 or Top 5, or Custom to specify a different
number. For example, to display only the top three opportunities grouped by
potential customers, click or tap the Top/Bottom Rules icon > Top X Rule
icon > 3.
-OR-
To display only the bottom items on the chart, click or tap the Top/Bottom
Rules icon > Bottom X Rule icon > click Bottom 3 or Bottom 5, or Custom
to specify a different number.
g. From the list under Horizontal (Category), select the field to display on the
category axis.
h. To create a comparison chart with multiple categories, click or tap the Add a
category icon , and then select another field to display on the category axis.
You can add only two category items and one series item to a comparison
chart.
i. For fields that are of the datetime type, click or tap the option by which you
want to group the field you selected as the category.
The chart is named based on the fields you chose for the series and category axes.
4. To specify a different name for the chart, click or tap the chart name to edit it.
5. To save the chart, in the chart designer, click or tap the Save icon.
The chart obtains the data from the view that is selected for a record type. A chart is automatically
updated every time that you change the view in the list of records. However, if the chart has been
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idle for some time, we recommend that you click or tap Refresh Chart on the Charts tab, so that
the chart and the list of records show the synchronized data.
Edit a chart
2. Modify the properties of the chart. For details, see Step 3 in the Create a chart section.
See Also
Create charts
Manage dashboards
Drill down in a chart
1. Open the list of records that you want to view a chart for. Then, click or tap the chart bar
on the right or top of the list of records.
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2. Follow the steps for the app you‘re using.
3. In the chart area, click or tap the arrow next to the chart name, and then click or tap a
name of the chart that you want to see drill down into.
4. Click or tap the category area of the chart in which you want to drill down further to see
lower level data.
5. In the shortcut menu, click or tap Select Field, and then click or tap the field by which
you want to group the category.
6. Click or tap the corresponding icon for a chart type that you want use for viewing the
data.
7. Click or tap OK.
Note
To go to the chart from which you drilled down, click or tap Back.
See Also
Create or edit a chart
Service
Work with cases
Create a case
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1. Follow the steps for the app you‘re using.
Edit a case
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1. Follow the steps for the app you‘re using.
See Also
Support customer service with Microsoft Dynamics CRM
See communication history with closed activities
View audit history of individual records
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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2. Follow the steps for the app you‘re using.
3. On the Actions toolbar, click or tap New, or click or tap the queue you want to edit.
4. In the General section, complete the required fields. Note that the email address you
enter in the Email field receives all messages sent to the queue.
5. In the Incoming Email section, in the Convert to email activities drop-down list, select
which messages to track as activities.
6. In the Email Configuration section, in the Mailbox field, select how email is sent and
received.
Value Description
Microsoft Dynamics CRM for Outlook Email is sent and received with Microsoft
Dynamics CRM for Microsoft Office
Outlook.
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See Also
Create or edit a case
Resolve or cancel a case
Find what's assigned to you by using queues
Set up queues to manage activities and cases
Introduction to the Guided Case Resolution Process
Create a contract
Note
Although it is possible, creating a contract from an account is not recommended. The
contract does not associate to the account correctly and allotments are not recorded.
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b. In the Contract Type section, enter the discount and service level of a contract.
Discounts for contract lines are given the same discount type that you select here.
Service levels are defined by your business's guidelines.
c. In the History section, the following fields are filled automatically
Originating Contract. This is set when you renew an existing contract.
Contract Template. This is set based on what you select in the Select Template
dialog box.
Owner
d. In the Billing Information section, Microsoft Dynamics CRM automatically
completes the most of the fields when the fields in the Header section are entered;
however, you can change or enter the information as required. Bill To Address is
required to change the status of the contract to invoiced.
5. To add activities or notes, click or tap Activities or Notes. More information: Add a
phone call, task, email or appointment to a record
Note
The contract becomes active once it is invoiced and the start date is reached.
You can edit an existing draft contract, but not invoiced, active, expired, canceled, or
on hold contracts.
The default days and hours of service are defined in the contract template. To
change the days and hours of service, open the contract and on the command bar,
click or tap Set Calendar.
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c. Under Administration, the customer field is automatically populated with the
contract‘s customer. You can change it if required. Enter the serial number of a
product.
d. Under Allotment Details, type or modify information about the allotment such as the
total allotment, and the used and remaining allotments.
The contract template determines the type of allotment (cases or minutes). As cases
are opened against this contract, Microsoft Dynamics CRM displays the allotments
used in the Allotments Used box.
3. Click Save.
4. To add a note, under Notes, click Enter a note, type the details, and click Done.
Note
You cannot delete a contract line once it is active; instead, you can cancel it.
You can cancel a contract line only when it is set to Active. By canceling a
contract line instead of deleting it, you can reuse the contract lines later if you
renew the contract or create a new contract based on it. In the list of contract
lines, select the contract line, and on the command bar, click CANCEL
CONTRACT LINE.
Invoice a contract
You must define at least one contract line for the contract before you can change the status of the
contract to invoiced. You can define several contract lines for each contract; for example, one for
parts and another for maintenance.
To invoice a contract, after you add a contract line, on the command bar, click Invoice Contract.
See Also
Define support terms for customers using contracts
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Create or edit a service
Predefine the specifics of the services you‘d provide to customers to make scheduling of services
quick and easy. A service outlines how long a service activity lasts, and the users, facilities, or
equipment required for the activity. If your business changes and you no longer need to provide
that service, simply deactivate the service to remove it from the available services list.
A service requires at least one selection rule and one or more resources, resource groups, or
teams before the service can be scheduled with a service activity.
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions.
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and describe what the service is. Also, specify the initial status of the service activity
when it is created. If your organization prefers to approve all service activities before
committing them to the schedule, you can select Requested or Tentative.
Under Scheduling, in Default Duration, select how long the service lasts. This can
be changed when the service activity is created. The maximum duration of an
appointment or service activity is 10 days.
In Start Activities Every, select how often service activities can start. This allows the
start times of service activities to be staggered.
In Beginning At, select the time when the service activities must begin.
6. In the Required Resources area, define a selection rule.
You can save a service without defining a selection rule, but the service cannot be
scheduled.
More information: Create or edit a selection rule
Click or tap a selection rule in the right-hand pane.
Selection rules appear in the tree beside a cog icon .
Click or tap one of the items under Common Tasks to define the selection rule by
indicating how many resources are required and in what combination.
Add a Selection Rule
You can add complexity to a rule by adding a subrule to it.
Add Resources
Add users, facilities, equipment, or teams as resources to a selection rule.
Add Resource Groups
Resource groups are users, facilities, or equipment that can be scheduled
interchangeably.
7. When you‘re ready to save your data, click or tap Save
Note
To make a service available or unavailable for scheduling, in the list of service records,
select a service, then click or tap More Actions > Activate or More actions >
Deactivate.
See Also
Set the capacity required for a service or resource
Create or edit a selection rule
Create or edit a resource group
Set work hours of a resource
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specific time and place. You can create a service activity by finding the next available times of
resources for a service or simply without checking for conflicts.
You can force a service activity into a time slot to squeeze another service activity into the
leftover time from a previous service activity.
If you save a service activity without finding available times in the schedule, then Microsoft
Dynamics CRM displays the service activity in the schedule without checking for conflicts.
One reason to force a service activity into a time slot is to squeeze another service activity into
the leftover time from a previous service activity.
1. Make sure you have the Scheduler security role or equivalent permissions in Microsoft
Dynamics CRM.
2. Follow the steps for the app you‘re using.
Tip
You can record a customer's preferences for a specific time, day, service, facility,
equipment, and customer service representative in the customer record on the
Administration tab. As you are scheduling a service activity, the customer's preference
is displayed in the Form Assistant pane.
Note
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If at any time before you save this service activity you want to search the schedule for an
available time, you can click Schedule in the Actions group to open the Schedule Service
Activity dialog box.
To check the schedule for conflicts, in Service Calendar, in the Actions group, click
Conflicts.
See Also
Navigate the service calendar
Find the next available time before creating a service activity
2. Click or tap the Lookup button , and select who you want to assign the case to.
3. Click or tap Assign.
See Also
Assign a record to a user or team
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Track customer and case details
When a customer calls regarding an issue, the job of a customer service representative (CSR) is
to record the details of the customers and their issues in Microsoft Dynamics CRM, and associate
the related activities with the records. The process flow is designed to guide you through the
logical steps of case resolution.
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record.
5. After you select a customer and a case, you can add a phone call activity for the phone
call you‘ve just received from the customer.
See Also
Create or edit a case
Add a phone call, task, email or appointment to a record
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the right article, the CSR can email the article directly to the customer and store it with the case
for review later. More information: Use articles in knowledge base
Schedule services
With scheduling, you can provide a service to your customers and ensure that the right
combination of personnel, facilities, and equipment are available to perform the service. You can
also track a customer's preferences for time of day, service, and personnel.
See Also
Define support terms for customers using contracts
Note
To enable the process flow for case resolution, the default form for the Case record type
must be set to Case.
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Process bar. When you open a case record, you will see the process bar on top of the case
form. The process bar organizes tasks under various stages, which are used to easily lead
you through case resolution. The process bar also highlights the stages and tasks that you‘ve
already completed to show you the progress.
This process bar is configurable and can be tailored for your organization.
Auto save. You can edit fields on the form, and the form saves your changes automatically.
Note
You cannot send an article from the process form for Case. To do this, you must use
the old form (Information). For more information, contact your system administrator.
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information to solve the customer‘s issue, and don‘t need any research, you can directly
resolve the case in the Resolve stage.
See Also
Configure the process flow for customer service
See Also
Add a phone call, task, email or appointment to a record
Resolve or cancel a case
112
Add a case to a queue
2. Click the Lookup button , and select the queue that you want to add the case to.
See Also
Set up queues to manage activities and cases
Resolve a case
114
2. In the list of active cases, open the one you want to resolve.
3. Make sure all activities related to the case are completed.
4. On the command bar, click Resolve Case.
5. In the Resolve Case dialog box, in the Resolution Type list, select how the case was
resolved.
6. In the Resolution box, type a short explanation of the resolution.
The actual time spent on all activities, as recorded in the Duration box in each activity,
for this case is filled out automatically in the Total Time
7. In the Billable Time list, select the amount of time spent on the case to be billed to the
customer.
If this case is linked to a contract, the billable time will be subtracted from the allotted
minutes for that contract.
8. Click Resolve.
A case resolution activity is created and shown in the Activities area. A case resolution
activity contains information about a resolved case, including the resolution reason and
total time spent on the case. You can reactivate a resolved case at any time.
Cancel a case
You can cancel a case if the customer no longer has the issue that the case was opened for.
1. In the list of active cases, open the case that you want to cancel, and then on the
command bar, click or tap Cancel Case.
2. In the Confirm Cancellation dialog box, click or tap Confirm.
Note
You can cancel a case only when all its activities are closed.
See Also
Track customer and case details
Find a solution from other similar cases
Assign a case to others
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An administrator sets up a subject tree to categorize articles based on your organization's unique
needs. New articles can be based on templates, which define the structure for individual articles,
such as the question and answer sections in an FAQ.
After your organization has some articles in Microsoft Dynamics CRM, you can link them to a
case or even send them to customers in e-mail.
A typical knowledge management consists of the following stages:
Note
If you need other templates, you can request your system administrator or
customizer.
4. Type or modify information in the text boxes.
Hovertips provide hints about what to enter.
All articles are initially created in a Draft state. To publish the articles, a manager must
approve these.
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5. In the Actions group, click Submit.
Find an article
Microsoft Dynamics CRM provides several ways to look for articles that people in your
organization have created. You can search by using keywords, titles, or the text from a published
article. If you know the exact article number, you can quickly open the article that you need. But if
you are not sure what text to use before you begin looking, you can also browse through articles
by subject.
2. In the Search box, type the keyword, and then click the Search icon.
3. To filter search results, click the Search Tool icon and select one of the following:
Full-Text Search. Looks at all the published articles for the specified keyword.
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Keyword Search. Compares the keyword that you specified with alternate
terminology assigned to an article to find articles. For example, an article about
bicycles might use keywords such as "bike" or "cycle."
Title Search. Looks at the title of all published articles for the keyword that you
specified.
Subject Search. Looks at the subject of all published articles for the keyword that you
specified.
Article Number Search. Looks for the number that is assigned to the article when it is
published.
Subject: ‗None‘. Looks for articles that have None selected as the subject.
Select Exact Text to search for the exact words that you enter in the Search for box, or
select Use Like Words to search for similar words. For example, if you enter "run," the
search would include "running" and "runs."
2. A list of resources is displayed on the left side of the calendar in alphabetical order. To
view the resources, appointments, and service activities for anyone in your organization,
in the Type list, select Resources, and then in the View list select the resource view.
3. To find a specific resource, in the Search box, enter the first few letters of a name.
4. To view the details of any resource, appointment, or service activity, select the record in the
list to the left of the calendar, and then at the bottom of the calendar, under the Zoom scale,
click or tap the Expand button to expand the preview pane. You can also double-click a
record to open it.
5. The Calendar pane appears on the right side of the calendar. It can be collapsed or
expanded. To change the date, click or tap a date in the calendar. Use the arrows on
either side of the month to change the month displayed.
6. To change the number of days that are displayed in the linear calendar, click any of the
calendar options in the Calendar pane.
7. To change how much of the calendar is available to view, use the Zoom scale. Select
specific date ranges to view in the From and To lists.
Color Status
Requested
Tentative
Pending
Reserved
Arrived
Canceled
Completed
No Show
Busy
Out of Office
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Color Status
Canceled
Completed
See Also
Schedule a service activity
Create or edit an appointment
See Also
Find the next available time before creating a service activity
Create a service activity without checking for conflicts
2. Navigate to the service calendar, and open the Schedule Service Activity dialog box.
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If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM > Service. Then,
click or tap Service > Service Calendar.
b. On the command bar, click Schedule.
3. On the Schedule Service Activity form, type or change information in the text boxes.
Hovertips provide hints about what to enter.
Under Requested Time, select criteria for the times you want:
To search for a time on a specific date, in Start Date, select Specific Date, and
then enter the date you want.
To search within a range of dates, select Range of Dates, and then enter the On
or After and On or Before dates. You can also select specific days of the week.
You can also search for times based on dates relative to the current date, such
as Today, Tomorrow, This Week, Next Week, or Next Month.
Similarly, to search within specific range of time, in Start Time, select Specific
Time, Range of Times, or Morning, Evening, Afternoon.
Do not clear the Use Default Duration check box and change the duration unless
you want to schedule more time than the default duration of the service. The
maximum duration of a service activity is 10 days.
4. Click Find Available Times. The next available times are shown.
5. Under Available Times, select the time for which you want to schedule the service
activity, and then click Schedule.
The Schedule Service Activity form closes, and Microsoft Dynamics CRM fills in the
information from the selected time in the Service Activity form.
6. Type or modify information in other text boxes, as required.
Hovertips provide hints about what to enter.
7. When you‘re ready to save your data, click Save.
The service activity appears as a color block on the Service calendar.
Tip
If you want to find an available time without any time restriction, do not specify any
criteria under Requested Time, and click Find Available Times.
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See Also
Create a service activity without checking for conflicts
Navigate the service calendar
Note
By default, every phone call activity that you add in context of a record is marked
Completed if the record is saved at least once. However, if you add a phone call activity
to an unsaved record, or if you create a new activity outside of the new process flow
(from the list of activity records), and then set the regarding field of the activity to another
entity record, the activity is set to an Open state. You can click the inline Complete link to
close the activity as Completed. The Complete link is available only after you save the
case record at least once.
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Add a task
1. In the record you want to add an activity to, in the middle of the page, click or tap Activities >
Add Task.
2. Type or modify information in the text boxes. Tooltips provide hints about what to enter.
3. The Owner field is set to the current user by default. If you want to reassign the task, click or
tap the lookup icon, and then select another user or team.
4. Click or tap OK to save the task.
Add an email
Important
To be able to add an email activity to a record, you must first save the record you are
adding the activity to.
1. In the middle of the page, click or tap Activities > More Commands > Email.
2. Type or modify information in the text boxes. Tooltips provide hints about what to enter.
3. To save the record, click or tap Save.
4. To add an attachment to the email, under Attachments, click or tap +.
5. To use a template for the email body, in the email editor, click or tap Insert Template, and
select the template.
6. To attach an article to the email, in the email editor, click or tap Insert Article, and add the
article.
7. Click or tap Save.
Add an appointment
Important
To be able to add an appointment activity to a record, you must first save the record you
are adding the activity to.
1. In the middle of the page, click or tap Activities > More Commands > Appointment.
2. Type or modify information in the text boxes. Tooltips provide hints about what to enter.
3. To save the record, click or tap Save.
See Also
Track customer and case details
Keep track of notes, tasks, calls, or email with activities
Find a solution from other similar cases
Introduction to the Guided Case Resolution Process
123
case, you must close these activities. You may want to look at these closed activities in the future
to understand the history of a case.
2. On the nav bar, click or tap the arrow next to the case name, and then click or tap
Closed Activities.
You can do the following in the Closed Activities list:
Create a new activity for draft records (but not active records) by clicking New Activity. You'll
create the activity from the Closed Activities list, but it will be displayed in the Activities list
while active, then in the Closed Activities list once it is changed to completed.
Do standard tasks, such as printing, exporting data, running a report, or assigning.
See Also
Create or edit a case
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Silver queues to reflect differing priorities based on service contracts that customers have with
your organization.
Queues share cases or activities as a group until these are taken out of the queue, or accepted,
by a customer service representative (CSR) who assumes responsibility for handling them.
See Also
Create or edit a queue
Create and use workflows
Find what's assigned to you by using queues
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Key steps
The two reports you may find the most useful are Neglected Cases and Case Summary
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Table.
See Also
Support customer service with Microsoft Dynamics CRM
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Activities area
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If you’re using CRM for Outlook
a. Click or tap your organization.
b. Click or tap Sales or Service or Marketing > My Work > Activities.
2. Type or change information in the text boxes. Hovertips provide hints about what to enter.
3. If this is a recurring appointment, click Recurrence and select the time, pattern, and date
range you want.
4. Click or tap Save.
If any participants have a schedule conflict, a warning appears. You can click Ignore and
Save to save the appointment anyway.
Important
If you plan to include appointments in solutions, it is strongly recommended that
you don‘t include only appointments and only recurring appointments in separate
solutions. If you install and uninstall separate solutions with different appointment
types, you‘ll encounter a SQL Server error and have to recreate the
appointments.
Note
Appointments created in the web application and synchronized with CRM for
Outlook automatically set a 15-minute reminder and appear on the Microsoft
Outlook calendar. You can change the reminder in Outlook.
See Also
Navigate the service calendar
Keep track of notes, tasks, calls, or email with activities
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Site: The location of a resource. Use sites to make sure that the customer and the resource
are in the same location.
Service activity: A schedulable appointment to provide a service to a customer. A service
activity uses one or more resources to perform a service at a specific time and place. An
appointment is a schedulable activity that does not use services and does not require a
resource with work hours.
Scheduling rule: A set of criteria that specifies which personnel, equipment, facilities, or
resource groups are required to perform a service, or how to select these resources, based
on parameters like quantity and capacity.
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Add resources to existing services
You can add as many resources as you want, and they can be a mix of individual users, facilities,
equipment, and teams. More information: Create or edit a service
See Also
Key steps to get started with customer service
Note
The recently used records are shown only in the classic forms.
When you press Enter or click the Lookup button, the search results that match your keyword are
shown. Microsoft Dynamics CRM looks for matching records by searching for the keyword in
columns defined in the quick find view of the entity or in the view that‘s set as the default view of
the entity. Lookup search results show the first three columns that are defined in the lookup view
of the entity or the view that‘s set as the default view of that lookup, including the primary field of
that entity. More information: Creating and editing views
If a lookup field, such as Find Customer, points to two or more record types, the inline lookup
results will include the results for accounts and contacts because a customer can be an account
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or a contact. You can click Look Up More Records to open the standard Look Up Records
dialog box to search for more records.
If you don‘t find a record, you can create a new record by clicking New in the inline lookup area.
This lets you quickly create a new record.
Note
The lookup fields on the classic forms don‘t have the option to create a new record.
Create charts
Use charts in Microsoft Dynamics CRM to get an insightful peek into your data. Charts can be
useful in analyzing data, such as reviewing your team‘s performance or identifying patterns, and
further taking timely actions.
Microsoft Dynamics CRM supports two types of charts, based on ownership:
System charts. These are available to all users in the organization.
User charts. These are available to those with whom a chart has been shared or assigned.
You can display your data using the following chart types in Microsoft Dynamics CRM:
Column, Stacked Column, 100% Stacked Column
Bar, Stacked Bar, 100% Stacked Bar
Line
Pie
Funnel
Area, Stacked Area, 100% Stacked Area
Use stacked charts to show relative proportions of each closely related item in the charts. Multi-
series charts can show comparison between multiple series. Similarly, use comparison charts to
show comparison between two category fields.
If you want to create complex charts, export an existing chart, edit the chart's definition file, and
then import the changed definition file back into Microsoft Dynamics CRM. More information:
View Data Using Charts (Microsoft Dynamics CRM SDK).
See Also
Create or edit a chart
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Create contracts
You can create new contracts based on contract templates. These define some information, such
as allotment types, before you actually write a contract. You can create contracts only for existing
accounts and contacts.
A contract has the status of draft until it is invoiced. Each new contract is assigned a unique ID
that cannot be used for another contract, unless the contract is being renewed. When renewing a
contract, the contract is saved as a draft with an ID that corresponds to the original contract.
Renew a contract
After passing the end date of the contract, the contract is expired and cases cannot be opened
against it. To open a new case against the contract, renew the contract.
When you renew a contract, a draft copy of the contract is created with the same ID number as
the original, expired contract. You can make modifications to the new draft contract, including
adding or modifying contract lines. You have the option of including contract lines that were
canceled from the original contract. After the original contract expires, invoice and activate the
renewed contract.
A renewed contract has the same ID number as the original contract, reflecting the renewal action
in the contract's history. The start date is automatically set to the day after the existing contract
expires. While Microsoft Dynamics CRM gives the renewed contract the same duration as the
original contract automatically, you can change the duration manually.
See Also
Create or edit a contract
Create or edit a contract template
Support customer service with Microsoft Dynamics CRM
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You can edit existing work hours by following steps 1 and 2 to navigate to the Users or
Facilities/Equipment area. Then, open the resource you want to edit. Editing a schedule does not
affect existing service activities created for the resource.
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
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3. On the Monthly View tab, double-click a date on the calendar that is the first day you
want the new schedule to start, or any date that will be affected by the new schedule.
4. In the Edit Schedule dialog box, select one of the following and then click or tap OK.
This date only
This option changes only the date selected.
Skip to step 7.
From <this date> onward
This option changes only the schedule going forward.
Entire recurring weekly schedule from start to end
This option changes this entire schedule from the start to end date.
Selecting this option might change past days, which might affect reports regarding
hours worked in the past.
5. In the Weekly Schedule dialog box, in the Set the recurring weekly schedule section,
select one of the following:
Are the same each day
The new schedule is the same for every day of the week. After you select this option,
select the days of the week that the resource is available.
Vary by day
The new schedule is different for one or more days of the week. After you select this
option, select the days of the week that the resource is available.
None. Resource is not working
The new schedule includes time that the resource is not working.
In the Weekly Schedule dialog box, you can also do any of the following:
If the schedule is for more than one day, select the days of the week that this
schedule is effective.
If the resource does not work during business closures, select the Observe option.
Under Date Range, in the Starting on box, you can change the date the schedule
starts.
You cannot change the date the schedule ends. To end a schedule, you must define
a new schedule on that date.
6. Click or tap the work hours link for the schedule you want to modify.
If work hours have not been set previously, the link is displayed as "Set Work Hours."
7. In the Set Work Hours and Service Restrictions dialog box, complete the following
fields, and then click OK:
Date
Select a date from which the work hours for services are to be considered.
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Start
Select the time the work day starts.
End
Select the time the work day ends.
To add a break in the work hours, such as a lunch break, click or tap Add Break, and
then select the start and end time of the break.
8. To define a time when a service will not be available, click or tap the Service
Restrictions tab, and then click or tap New. In the Edit a Service Restriction dialog
box, select the service, and select the start and end time between which the service will
be unavailable, and the click OK.
9. Click or tap Save and Close to close the Weekly Schedule dialog box.
Note
You can set the work hours for a single day by double-clicking the day, and then in the Edit
Schedule dialog box, select This date only, then click or tap OK. Then, perform step 6 in the
procedure.
All of the options may not be available to you for selecting how much of the schedule you
want to edit. The available options are based on the schedules that are already set up.
See Also
Set the capacity required for a service or resource
Set and edit business closures
1. Before you start, make sure you have the Schedule Manager role assigned or have the
required permissions for doing the scheduling tasks.
135
2. Navigate to the Business Management area.
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions.
136
Check your security role
a. Follow the steps in View your user profile.
b. Don‘t have the correct permissions? Contact your system administrator.
3. In the list of records, open the record you want to set the capacity for.
4. In the user record, on the nav bar, click or tap the chevron icon next to the record name,
and then Work Hours.
-OR-
In the Facilities/Equipment record, under Common, click Work Hours.
5. On the Monthly View tab, double-click the date on the calendar that is the first day you
want the new schedule to start, or any date that will be affected by this edit.
6. In the Edit Schedule dialog box, select one of the following and then click OK:
a. This date only. This option changes only the date selected. If you select this option,
skip to step 8.
b. From <this date> onward. This option changes only the schedule going forward.
c. Entire recurring weekly schedule from start to end. This option changes this
entire schedule from the start to end date. Selecting this option might change past
days, which might affect reports regarding hours worked in the past.
7. In the Weekly Schedule dialog box, click the work hours link for the schedule you want
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to edit.
If working hours have not been set previously, the link is displayed as "Set Working
Hours." You must set up a schedule for a user, facility, or equipment before you can
continue. More information: Set work hours of a resource
8. In the Set Work Hours and Service Restrictions dialog box, click Show Capacity, and
then in the Capacity column, enter the capacity.
9. Click or tap OK.
10. Click or tap Save & Close.
See Also
Create or edit a selection rule
1. Make sure you have the Schedule Manager security role or equivalent permissions to
update the business closures.
2. Follow the steps for the app you‘re using.
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calendar view of the affected resource's Work Hours.
b. In the Start Time and End Time boxes, enter the start and end date for the closure.
c. If you want to enter duration instead of an end time, select the length of the closure in
the Duration box. Microsoft Dynamics CRM automatically calculates the end time for
you.
d. If the closure is an all-day event, select the All Day Event check box. Microsoft
Dynamics CRM automatically enters the duration of 1 day.
If you want to enter a specific time period, clear the All Day Event check box. You
can then specify the hours during which your organization will be closed.
5. To save this business closure, click or tap OK.
Note
The Do not observe option is not set automatically for new resources.
See Also
Set work hours of a resource
2. From the case form, click or tap the More Commands icon, and then click or tap Edit
Process.
3. To add a new stage, click or tap the plus sign (+) next to Stages. You can add up to 30
stages, and each stage can contain up to 30 steps and fields.
4. Name the stage anything you like, and then add steps. To move the stage to where you
want it to appear in the process, click the up and down arrows at the bottom of the form.
5. To add a step within a stage, follow the same process: Click the plus sign (+) next to
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Steps, name the stage, and then move it to the desired place in the order.
6. Fields appear automatically next to each new step. To select the type of field you want for
a step, click the field and select from the drop-down list.
7. Click or tap Save.
See Also
Introduction to the Guided Case Resolution Process
See Also
[UI] Create a simple selection rule
Set the capacity required for a service or resource
Marketing
Work with campaigns
Key steps
1. Import contacts, accounts, and leads
Get your customer records in Microsoft Dynamics CRM, and add these to marketing lists for
segmentation. More information: Import accounts, leads, or other data
2. Create marketing lists
In Microsoft Dynamics CRM, Marketing lists are groups of accounts, contacts, or leads
related to accounts. Examples of leads that are related to an account might be individuals
who purchase products or services for their own use, or employees of an account. A
Marketing list can only contain one record type. You can use a Marketing list to send a quick
campaign. Or, you can add multiple Marketing lists to a campaign. More information: Create
a marketing list and add members to it
3. Understand the difference between campaigns and quick campaigns
140
A quick campaign is a communication method that creates a single activity for distribution to
accounts, contacts, or leads, or a Marketing list. Contrast this with campaigns, which support
end-to-end Marketing programs that have multiple activities.
More information: Campaigns vs. quick campaigns: What's the difference
4. Create a campaign or a quick campaign
Depending on your requirement, track your marketing activities through a campaign or a
quick campaign in Microsoft Dynamics CRM. More information: Create a quick campaign,
Create or edit a campaign
5. See how your campaigns are doing with default Marketing reports
By default, Microsoft Dynamics CRM includes the following reports that assist you in
monitoring and analyzing Marketing activities:
Campaign Activity Status: Use this report to track a campaign. The report displays a
summary for one campaign.
Campaign Comparison: Use this report to identify your most and least successful
campaigns.
Campaign Performance: Use this report to track the progress and status of your
campaigns.
6. Let your customers unsubscribe from Marketing communications
You can enable customers to unsubscribe from e-mail Marketing communications your
organization sends them.
More information: System Settings dialog box - Marketing tab
Note that you cannot add unsubscribe functionality to direct e-mail or e-mail templates.
See Also
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See Also
Create a marketing list and add members to it
Plan campaigns
Note
After you create a marketing list, you can‘t change the member type.
After you create an empty marketing list, you must add marketing list members before you
can use the list.
142
If you enter a value in the Cost box, you must enter a value with commas and decimal points
only. Don‘t enter a currency symbol.
Option Do This
143
d. To specify the columns to include in
the search results, click or tap Edit
Columns, and then Add Columns.
Then select the columns that you
want to add, and click or tap OK.
e. Click or tap Find.
f. Select the members that you want
to add, and then click or tap one of
the following, and then click or tap
Add to Marketing List.
i. Add only the selected members
to the marketing list
ii. Add all the members returned
by the search to the marketing
list
144
1. In any marketing list, in the Members area, click or tap click or tap the Add icon .
2. In the Manage Members dialog box, click or tap Select, and then click or tap the field on
which you want to search, such as Account Name or City. You can select fields from the
current record type, or from related record types.
When you select a related record type, a new line appears with another Select list for the
related record type.
3. Click or tap Equals, and then click or tap a query relational operator.
4. Click or tap Enter Value, and then type the value that you want to locate (for example,
"Seattle" or "E-mail").
For some values, you can click or tap the Lookup icon to open the Select Values dialog
box and select the value you want.
5. To specify the columns to include in the search results, click or tap Edit Columns, and
then Add Columns. Select the columns that you want to add, and click or tap OK.
6. Click or tap Use Query.
The records that match the query are added to the dynamic marketing list.
See Also
Target the right customers with marketing lists
Create or edit a campaign
Create a quick campaign
View audit history of individual records
See Also
Create a quick campaign
Campaigns vs. quick campaigns: What's the difference
145
activities, and tracking how the campaign did. Campaigns include extensive tracking features,
including detailed information, reports, and multiple marketing lists. Distributing campaign
activities to the staff members in your organization who will perform each activity is a manual
process.
In contrast to standard campaigns, use quick campaigns to automatically distribute a single
activity to selected accounts, contacts, or leads, or to a single Marketing list. The effects of a
quick campaign are immediate.
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See Also
Plan campaigns
Reach your customers with a quick campaign
Plan campaigns
Promote your business, expand your reach to new customers, and improve sales by using
campaigns in Microsoft Dynamics CRM. Use campaigns to store all your marketing information
and activities, and gauge the success of your efforts. Campaigns contain planning tasks and
campaign activities you need to manage for the marketing campaigns.
Creating campaigns
Add strategic campaign information to your campaign, such as:
Budgets and expenses
Promotion codes
Target products
Marketing collateral, including sales literature
Target marketing lists
Campaigns can include whatever planning activities you want to perform before you launch the
campaign, and also the campaign activities you want to manage as part of the campaign. More
information: Track marketing activities through planning and campaign activities
Running campaigns
Launching a campaign simply occurs when you perform your first campaign activity.
To have staff in your organization perform the campaign activities you‘ve created, you must
distribute the campaign activity. After distribution, individual activities will be created, such as
email or phone activities. You can assign these to the members in your organization. During the
campaign, you can create a campaign response whenever a potential customer shows interest as
a result of the campaign.
In the same way that a campaign begins with the first campaign activity, a campaign ends when
the last campaign activity has been completed, and the created activities have been completed.
More information: Campaigns vs. quick campaigns: What's the difference
See Also
Track marketing activities through planning and campaign activities
Target the right customers with marketing lists
147
Create a campaign template
1. Follow the steps for the app you‘re using.
Note
If you need to back up your templates, or use them in a different implementation of
Microsoft Dynamics CRM, you can export them as part of exporting customizations. More
information: Export a solution
148
Campaigns.
2. Open the campaign you want to edit, and, in the campaign template form, add or change
the information.
3. Click Save or Save and Close.
See Also
Plan campaigns
Track marketing activities through planning and campaign activities
You can track a planning activity for a campaign, such as identifying advertising channels and
supporting materials or contacting an agency to request creation of advertising materials. You
can also prepare campaign communications to send to the members on the marketing lists, and
create one or more campaign activities for the selected communication channel, such as, email or
phone calls. More information: Add a campaign or planning activity to a campaign.
See Also
Plan campaigns
Track marketing activities through planning and campaign activities
Track a campaign response
Add a marketing list, sales literature, or product to a campaign
View audit history of individual records
2. Click the name of the campaign that you want to add a list, product, or sales literature to,
150
and then do one of the steps in the following table.
To add Do this
3. In the Look Up Records dialog box, in the Look for list, select the type of record you
want.
4. In the Search box, type the first few letters of the name of the record to narrow your search,
and then click the Find button .
5. In the list of records, select the check boxes for the records that you want to add, click
Add, and then click OK.
6. Click Save or Save and Close.
Note
To verify that the item you selected was added to the campaign, reopen the
campaign, and then under Marketing, click Target Marketing Lists, or under
Sales click either Target Products or Sales Literature. The information that you
added appears in the list.
See Also
Plan campaigns
Creating the Product Catalog
151
When you create a quick campaign, you can specify if you want to create an email, phone call,
appointment, letter, or fax campaign. You specify whether you want to own the activities that you
distribute, or whether each of the users who own the records in your quick campaign should own
the distributed activities. After you finish configuring your quick campaign, Microsoft Dynamics
CRM immediately creates and distributes the activity you specified for all of the customers you
selected.
If you‘re using CRM for Outlook, you can make use of some additional quick campaign features:
Compose personalized email messages using a template.
Send messages in simple HTML or rich text format with the mail merge feature.
Note
You can also create a quick campaign from an account, contact, or lead record.
2. Open a record, and then in the Quick Campaigns area, click the Add icon .
3. In the Quick Campaign Wizard, read the instructions on the Welcome page, and click
Next.
4. Specify a name for the quick campaign.
5. Select the type of activity you want to create.
You can also select who you want Microsoft Dynamics CRM to assign the activity to and
whether CRM should perform the activity automatically for appropriate activities, such as
sending email messages. For example, if you are creating a phone call activity for all the
sales representatives, you can select the phone call activity, and then select The owners
of the records that are included in the quick campaign. Each sales representative
can then see the activity and take action on it. However, if you are creating a large
152
number of email activities that CRM will perform automatically, you can assign the email
activity to yourself instead of the record owners.
6. Type or modify information in the text boxes in the activity form, and click Next.
Hovertips provide helpful hints about what to enter.
7. Click or tap Create.
Note
You can‘t add records to a quick campaign after you create it.
See Also
Reach your customers with a quick campaign
Target the right customers with marketing lists
Plan campaigns
Add a campaign or planning activity to a campaign
View audit history of individual records
153
2. Open the campaign that you want to add campaign responses to, and under Responses,
click or tap the Add icon .
3. In the campaign response form, type or change information in the text boxes.
Hovertips provide helpful hints about what to enter.
a. Specify a subject for the response.
b. The Parent Campaign box shows the name of the campaign you‘re tracking the
response for.
4. Click or tap Save.
See Also
Plan campaigns
Track marketing activities through planning and campaign activities
Create a marketing list and add members to it
See Also
Plan campaigns
154
Create a quick campaign
Create or edit a campaign
Add a campaign or planning activity to a campaign
2. Open the campaign you want to add the campaign activity to, and under Campaign
Activities, click or tap +.
3. In the new campaign activity form, type or modify information in the text boxes.
Hovertips provide hints about what to enter.
4. Under Marketing Lists, you‘ll see the marketing list that you‘d added to the main
campaign if you‘d chosen to add it to the campaign‘s undistributed campaign activities,
too.
Note
Before you can see any items under Marketing Lists, you have to create and
save the activity record.
If a marketing list isn‘t added, click +. In the inline lookup box, click the search icon, and
select a marketing list that‘s already added to the main campaign.
5. When you‘re ready to save your data, click Save.
6. To distribute the new campaign activity, on the command bar, click Distribute Campaign
Activity.
7. In the activity form, type or modify information in the text boxes, and click or tap
Distribute.
155
8. Choose who will own the activities, and click or tap Distribute.
Note
You can only distribute campaign activities of type ―mail merge‖ to marketing lists that
contain the same type of record. For example, if one marketing list contains accounts and
a second marketing list contains leads, the mail merge campaign activity will fail. Create
a separate mail merge campaign activity for each group of marketing lists with the same
record type.
After all the distributed activities are closed, you can close the campaign activity. To close the
campaign activity, open the campaign activity record, and on the command bar, click Close
Campaign Activity. Set an appropriate status for the activity, and click OK.
2. In the campaign record you want to add the planning activity to, on the nav bar, click or tap
the down arrow next to the campaign you‘re working on and then click or tap Planning
Activities.
3. To add a new activity, on the command bar, click or tap Add New Activity, and then
select the type of activity you want to create.
-OR-
To add an existing activity, click or tap Add Existing Activity. In the inline lookup field,
search for and select the activity.
4. In the new activity form, type or change information in the text boxes.
Hovertips provide hints about what to enter.
5. When you‘re ready to save your data, click Save.
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See Also
Create or edit a campaign
Track marketing activities through planning and campaign activities
CRM administration
Get started with CRM administration
Manage dashboards
Dashboards in Microsoft Dynamics CRM provide an overview of business data; actionable
information that is viewable across the organization.
Create dashboard components that help you find and analyze important data.
You can create two types of dashboard:
User dashboards. An individual user owns a user dashboard. It can be assigned to other
users or teams. A user dashboard can be set as the default dashboard for individual users. A
user dashboard overrides the system dashboard for the user.
System dashboards. A system dashboard is available to all users in the organization, and
can be set as the default dashboard for the organization. Importing, exporting, or uninstalling
a solution applies the relevant actions on the dashboards.
More information: Microsoft Dynamics CRM Customer Center
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
157
If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. Click or tap Settings > Customizations > Customize the System.
3. Under Components, click or tap Dashboards, select a dashboard, and then click or tap
Set as Default.
More information: Microsoft Dynamics CRM Customer Center
See Also
Get ready for the next release
158
An access team doesn‘t own records and doesn‘t have security roles assigned to the team.
The users have privileges defined by their individual security roles and by the roles from other
teams in which they are members. The records are shared with an access team and the team
members are granted access rights on the records, such as Read, Write, or Append.
An access team can be created manually (user-created) or automatically (system-managed). You
can share multiple records with a user-created access team. A system-managed team is created
for a specific record and other records can‘t be shared with this team. For system-managed
teams, you have to provide a team template that the system uses to create a team. In this
template, you define the entity type and the access rights on the record that are granted to the
team members when the team is created. A team template is displayed on all record forms for the
specified entity as a list. When you add the first user to the list, the actual access team for this
record is created. You can add and remove members in the team using this list. The team
template applies to the records of the specified entity type and the related entities, according to
the cascading rules. To give team members different access on the record, you can provide
several team templates, each template specifying different access rights. For example, you can
create a team template for the account entity with the Read access right, which allows the team
members to view the specified account. For another team that requires more access to the same
account, you can create a team template with Read, Write, Share and other access rights.
Only entities that are enabled for system-managed access teams can be specified in the
template.
If you change access rights in the team template, the changes are only applied to new system-
managed access teams. The existing teams aren‘t affected.
For information about how to create a team template, enable an entity for system-managed
access teams and how to customize the entity form to add the team template, see Create a team
template and add to an entity form.
See Also
Create a team template and add to an entity form
Create or edit a team
Top tasks
159
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. As the installation begins, you‘ll be asked for confirmation. To confirm your intention to
install, click Yes. You‘ll see a series of status messages as the installation progresses.
Important
After you install the updates, they can‘t be uninstalled. It‘s best to evaluate the
functionality in a trial organization and make certain that it meets your business needs.
Review the documentation associated with each product update before you enable it in a
production environment. Sign up for a trial organization.
See Also
Manage Microsoft Dynamics CRM Online updates
160
1. Follow the steps for the app you‘re using.
b. Click or tap the work area name, and then click or tap Accounts or
Contacts.
c. In the list of records, select the record that you want.
In the command bar, click or tap More Commands ( ), and then click or tap
Assign.
- OR -
Click or tap Lookup, and then click or tap Look Up More Records. From the Look
for drop-down list, select User or Team. In the Search box, type the name, click or
tap the search icon, and then click or tap the name to select it. Click or tap Add.
161
Administer the activity feed
Enable Activity Feeds to let users see their most recent activities on the wall. When you first
install Microsoft Dynamics CRM, Activity Feeds is available and turned on by default, though it is
a solution and you‘ll administer it as you would any other solution.
Your organization also can use Yammer, which is an alternative to using activity feeds—you can
use either one, but not both.
Many record types allow for activities to be associated with them. For example, for an opportunity,
you might have an associated phone call activity. If you want to stay up to date with what's
happening in your organization, viewing all the activities you and your colleagues have recorded
in the system is an effective way to do that. With activity feeds, you'll see the most recent news
about everything you're interested in—colleagues and records alike—in one single-page view.
You can do the following in Activity Feeds:
Create a personal page. Here, you can post a profile picture along with other personal data
about you and the work you do.
View recent news in one view. On your personal page, you'll see a feed of updates from
colleagues as well as updates about records.
Follow your colleagues. When a colleague you follow posts a comment, you'll see it on your
feed page. If the colleague changes a record, you'll see that on your feed page as well.
Follow records. You can stay up to date on records by following them in activity feeds. Even if
you're not following the user who changes them, your feed page will display posts about
opportunities, leads, and cases that you follow.
See Also
Stay up-to-date with customer news with the activity feed
Display your picture on the activity feed
162
Resuming paused system jobs
Resuming restarts a system job that was paused.
Tip
a. If a system job fails, you can view the details about what steps failed and what the
problems may have been. First, open the system job record. To display details about
system job failures, move your pointer over the warning symbols.
b. To view system job failures in a format that you can print or copy and paste, click the
Print button.
Note
You cannot make changes to the status of a system job that has been completed or
canceled.
Important
If you‘re running Microsoft Dynamics CRM for Microsoft Office Outlook, before you can
enable additional languages, you must download one or more Language Packs on the
same computer.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, click or tap
Settings > Administration > Languages.
3. Select the languages you want to enable and clear those you want to disable.
4. Click or tap Apply.
5. When you‘re finished enabling and disabling languages, click or tap Close.
Create a team
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
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If using CRM for Outlook
a. In the navigation pane, expand your organization if necessary, and then click
or tap Settings > System > Administration.
Edit a team
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
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3. Click or tap Teams.
4. In the Teams dropdown list, select All Teams or another appropriate view.
5. In the grid, select the team you want to edit.
6. On the Actions toolbar, click or tap Edit, change the desired fields, and then click or tap
Save.
See Also
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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b. Click or tap Settings > Customizations.
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1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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See Also
About team templates
Add storage
Check and manage your Microsoft Dynamics CRM Online storage through Microsoft Office 365.
Note
This topic applies to users who are on the Microsoft online services environment.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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To get more storage
Free up storage consumed by unneeded data. More information: 10 ways to free storage
space in Microsoft Dynamics CRM
Purchase additional storage from the Office 365 Admin portal page. In the Office 365 admin
portal, in the Office 365 admin center, go to licensing > subscriptions and click or tap your
subscription. Click or tap Buy now, expand optional add-ons, and enter the number of
gigabytes of additional storage desired.
See Also
Remove storage from your subscription
Import a solution
After developing and testing a custom solution on a development system, you can import the
solution to your production environment.
Important
Only import solutions that you've obtained from a trusted source. Customizations might
include code that can send data to external sources.
When you import customizations or settings that already exist on the target Microsoft
Dynamics CRM system, the imported customizations will overwrite the existing ones. This
situation can happen if you have already customized Microsoft Dynamics CRM, and then add
new customizations provided by a third party.
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1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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any of the items could not be processed successfully, the dialog box displays error
messages.
9. If you have imported entity customizations, you must publish them before they will be
available.
To publish customizations for only the component that you are currently editing, on
the Home tab, in the Save group, click or tap Publish.
To publish customizations for all unpublished components at one time, click or tap
Publish All Customizations.
Note
You cannot import a custom entity with the same name as an existing entity. Microsoft
Dynamics CRM allows duplicate display names, though.
You can import only items that you have organization-level access to create, read, and
update.
You must have the System Administrator security role to import security roles, organization
settings, sdk message processing steps, and plug-in assemblies.
If you import customizations that include a language that is not installed on your system, any
labels defined in the customizations will default to the base language of the Microsoft
Dynamics CRM system the customizations were imported from.
All imported security roles will be attached to the root business unit.
If an imported security role originated from the same Microsoft Dynamics CRM system, any
changes applied to the security role will be merged. All privileges on system entities for the
security role will be replaced by privileges defined by the security role that is being imported.
Installing a solution or publishing customizations can interfere with normal system operation.
We recommend that you schedule a solution import when it‘s least disruptive to users.
Important
Before your organization can use Yammer in CRM, your organization needs to buy
Yammer enterprise licenses.
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Microsoft Dynamics CRM.
Note
You‘ll also need to have verified system administrator privileges for your
organization‘s Yammer account, plus both the prvWriteOrganization and
PrvConfigureYammer privileges. If you‘re not an administrator, by default these
privileges aren‘t available, and must be added.
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What triggers automatic posts to the Yammer newsfeed?
The record types and rules in the following list can be enabled to trigger a Yammer post
automatically. Record types that are enabled by default are marked ―Yes.‖ If you want to enable
an entity or rule type, make sure that the entity or rule is activated and that the types of auto-
posts you want are enabled.
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When you have Yammer set up, keep these things in mind:
All user posts (conversations) are stored in Yammer, not in Microsoft Dynamics CRM.
All system posts are stored in Microsoft Dynamics CRM.
If the Post to Yammer Activity Stream rule (or posttoyammer attribute) is set to True in Post
Rules Configuration, that activity will post to Yammer.
See Also
Collaborate and communicate with Yammer
Visit the Yammer website
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Set up Microsoft Dynamics CRM to make calls with Skype or Lync
If your organization is set up to use Skype or Lync, you can call your contacts from within
Microsoft Dynamics CRM by clicking or tapping the person‘s phone number. This capability is
called ―click to call.‖
There are a few areas where system administrators configure settings for this feature.
For users to place calls from within Microsoft Dynamics CRM on their computer, they either need
to install Skype; or you will need to setup and make available Lync.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. On the General tab, under Set the telephony provider, for Select provider for Click to
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call, select Skype or Lync.
4. Click or tap OK.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. On the General tab, in the Set the default country/region code section, select the
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Enable country/region code prefixing check box, and then in the Country/Region
Code Prefix, specify the country/region code, such as +01181 (81 is the country code for
Japan).
4. Click OK.
As you‘re creating your dashboard, to undo the last action, click or tap Undo. To repeat
an action, click or tap Redo.
2. To rearrange the components, click or tap the component header and drag it to an empty
area on the dashboard or to the area of an existing component. When you drag a
component over other components, a red line appears on top of the components to show
that if you drop the component here, the existing component will move down.
3. To change the width of a component, select the component, click or tap the More
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Commands icon and click or tap Increase Width or Decrease Width. The width
increases or decreases by one column.
4. To change the height of a component, click or tap Increase Height or Decrease Height.
The height increases or decreases by three rows.
5. To remove a component, select it and click or tap click Remove. When you remove a
component, any new components are added in the bottom area of the designer. You can
rearrange the components at any time after you insert them.
Note
Bing Maps may not be available in all countries and regions.
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If using CRM for Outlook
1. In the Navigation Pane, click or tap Settings > System > Administration.
2. Click or tap System Settings.
3. On the General tab, scroll down to Enable Bing Maps > Show Bing Maps on forms,
and select No.
4. Click OK.
See Also
Create or edit a contact
Create or edit an account
Create or edit a lead
Your user profile displays useful information about you to your entire organization; for example,
your contact information, your organization, and your security role. Depending on your security
role, you may be able to make changes to your user profile.
1. This task requires permissions that are found in all default security roles.
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Subscriptions and sign-in
This topic applies to users who are on the Microsoft online services environment.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. Click or tap Settings > Administration > Subscription Management.
You‘ll be redirected to the Office 365 admin center, where you can view and manage multiple
settings for your CRM Online subscription. These settings include:
Setting Description
users and groups Add, remove, and manage licenses for CRM
Online users.
See Also
Add user licenses to your subscription
Administration Guide
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Add user licenses to your subscription
For information about user licensing, see Manage Microsoft Dynamics CRM Online licenses in
Manage Your Microsoft Dynamics CRM Online Subscription.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
Tip
Changes to your subscription take a few minutes to take effect, and will be
reflected in your next month's billing on a prorated basis.
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See Also
Add storage
10 ways to free storage space in Microsoft Dynamics CRM
Important
To see other offers available to you, on the Subscription Management page, under
Application Usage, click or tap View Offers. If you are eligible to change your
current offer, the offers will be listed. If you are not eligible for an offer at this time,
contact the Microsoft Dynamics CRM sales team.
You may see an error while running the Add Storage Wizard if you have:
Reached the storage limit available for your offer.
The minimum amount of storage for that offer.
If you cannot add storage from your Microsoft Dynamics CRM Online subscription, it might be
that your current offer has a limited amount of storage available.
Mobile apps
Error message: “The process assigned to this record is unavailable or has been deleted.”
If you receive this message, you should manually synchronize CRM for tablets with your
Microsoft Dynamics CRM data. Close the CRM for tablets app, reopen, and then choose to
download the latest customizations. This procedure forces CRM for tablets to check for updated
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customizations. Recently viewed data while you were connected is cached and synched. Record
data like Accounts or Contacts are not synched. You can‘t choose which data synchronizes to the
device like you can with Microsoft Dynamics CRM for Outlook.
“Invalid user” error message when you try to sign in on a device that was recently used to
sign-in by another user
When a user signs in to Microsoft Dynamics CRM and selects "Save email and password" using
the Microsoft Dynamics CRM for Windows 8 app, another user may be unable to sign in to
Microsoft Dynamics CRM using the device after the initial sign in even after the required reinstall.
This behavior occurs because the sign-in token must expire before another user can sign in using
the same device.
To work around this issue, either wait a period of time (48 hours by default) for the sign in token
to expire or sign in from another Windows 8 device.
You cannot change the user or organization in the CRM for tablets or CRM for phones app
After you install and set up the CRM for tablets or CRM for phones app on a device, you cannot
reconfigure the app to switch users or change the organization URL. To change the user or
organization, uninstall the app and then install it again to specify the new settings.
By design: “—d” added to URL
For Microsoft Dynamics CRM Online users
To improve DNS security for connection retries, CRM for tablets modifies the organization URL
used when signing in. When a user signs in, CRM for tablets adds ―—d‖ (two dashes + d) to the
URL. For example, if the organization URL is https://contoso.crm.dynamics.com, CRM for
tablets will change the URL to https://contoso--d.crm.dynamics.com.
If a user needs to retry signing in, they‘ll see ―—d‖ in the web address. They can sign in with the
modified URL or reset it to the URL normally used.
You can’t change the user or organization in the CRM for tablets or CRM for phones app
After you install and set up the CRM for tablets or CRM for phones app on a device, you can‘t
reconfigure the app to switch users or change the organization URL. To change the user or
organization, uninstall the app and then install it again to specify the new settings.
Changes in the web application aren’t changed in CRM for phones
For Windows Phone users, changes made in the web application may not appear when you use
Windows Phone. To force the change to appear in Windows Phone:
For organization settings such as customization changes, clear the cache on your Windows
Phone by tapping the gear icon and then tapping clear local cache.
Organization settings are commonly managed using Microsoft Dynamics CRM > Settings >
Administration.
For user settings changes such as language settings, it is necessary to uninstall and reinstall
Windows Phone.
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User settings are commonly managed by clicking the gear icon > Options.
Furi-gana is not included on mobile forms
By default, Furi-gana (Yomi field) is not included on mobile forms. You can add the Yomi field by
going to Settings > Customizations > Customize the System. Select the entity you want, and
then click or tap Forms. Open up the mobile form and add the Yomi Account Name attribute to
the list of Selected Attributes.
Web browser
See Also
Set up CRM for tablets (for admins)
CRM for tablets: Set up and use
Set up CRM for phones (for admins)
CRM for phones: Set up and use
You can enable tracing in the Microsoft Dynamics CRM for tablets app to diagnose issues. When
you enable tracing, verbose information is recorded on the device. This information can be
analyzed to help identify the source of an issue. The way to enable and view tracing differs
depending on the tablet operating system.
Windows 8
Follow these steps to view events. Tracing is enabled by default.
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4. Additional nodes will appear under the AppHost folder.
5. Right-click (press and hold) the AppTracing node and then click or tap Enable Log.
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6. Click or tap OK to agree to the following warning.
9. Refresh the Event Viewer to view log events. You can use F5 or right-click (press and
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hold) AppTracing and then click or tap Refresh.
10. Review the details of events that are logged. Look for entries containing ―Dynamics CRM‖
in the field under the General tab.
Tip
You can right-click (press and hold) AppTracing and then click or tap Find to
initiate a find. Then search for any events containing a word such as ―CRM.‖ Ctrl
+ F is the keyboard shortcut.
11. Also check the events logged under Admin.
To save an event log, right-click (press and hold) the log and select Save All Events As.
Specify the directory where you want to save the log file.
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iPad
Follow these steps to set up and view logging on the iPad.
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2. Select Dynamics CRM from the Settings list.
3. The Enable Logging option is set to OFF by default. Toggle this option to switch the
setting to ON.
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4. Restart the CRM for tablets app and reproduce the issue.
5. After reproducing the issue, toggle the Enable Logging setting to OFF.
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View the iPad log files
1. Connect your iPad to your computer.
2. Open iTunes.
3. Select your device from the Devices section.
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4. Select the Apps area from the header.
5. Locate the File Sharing section and select the Dynamics CRM app.
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6. On the right-side column you should see a list of log files if logging was enabled for the
app. Select a log file, press Save to, and then choose a location to save the log file.
7. Locate the log file you saved and open it to view the log details.
Sample log
The following example shows you what you might see in a log file.
2013-08-20 15:33:23 +0000 [INFO]: Unique install id | 5FDD3711-9E89-4D8B-B835-
88B2C7C51703
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2013-08-20 15:33:25 +0000 [ERROR]: App WebView Load failed | -1003
See Also
Product Support
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Edit the mobile form to select which fields you want to display and in what order you want them to
appear. For more information, see Create and edit mobile forms in the Customization Guide.
You can also define who has permission to use CRM for phones by setting the CRM for phones
privilege. All default security roles include this privilege. If a user's security role gives them access
to an entity in Microsoft Dynamics CRM, they have the same permission in CRM for phones. For
more information, see Create or edit a security role.
Note
Right now, you can use server-side synchronization only in the on-premises version of
Microsoft Dynamics CRM.
In addition to setting up email, you can use server-side synchronization to synchronize
appointments, contacts, and tasks from Microsoft Exchange Server.
Server-side synchronization connects Microsoft Dynamics CRM with one or more Exchange
servers or POP3 servers to set up incoming email, and one or more SMTP or Exchange servers
to set up outgoing email. See a list of supported email server types.
Note
If your organization has a large number of mailboxes to monitor, you can consider using
a forward mailbox to reduce the administrative effort. Learn about the difference between
forward mailboxes and individual mailboxes.
After you create the email server profile and associate the mailboxes, you must test incoming and
outgoing email, and appointment, task, and contact synchronization, and enable the mailboxes
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for email processing. With server-side synchronization, you can do all this from within Microsoft
Dynamics CRM. Once configured, incoming email messages are tracked in Microsoft Dynamics
CRM and stored as activity records, and email messages created in Microsoft Dynamics CRM
are also sent. The email activity records in Microsoft Dynamics CRM include the contents of the
email message, such as the text of the message and its subject line, and also relevant
associations with other Microsoft Dynamics CRM records. For example, when a salesperson
replies to a customer about a case, an email activity record is created that includes the text of the
message, plus the information associating the email activity record with the correct case record.
Note
Email sync using server-side synchronization works only when the Process Email Using
has been set to Server-Side Synchronization in the Email tab of the System Settings
dialog box. By default, the field is always set to Server-Side Synchronization for a new
organization.
See Also
Set up email through server-side synchronization
Migrate settings from the Email Router to server-side synchronization
System Settings dialog box - Email tab
Note
An organization can only use either the Email Router or server-side synchronization to
process email. You can define what to use in the Email tab of System Settings in
Microsoft Dynamics CRM. If you select server-side synchronization, the Email Router
stops functioning for the organization.
To switch from Microsoft Office Outlook synchronization to server-side synchronization,
simply change the synchronization method in mailbox records to server-side
synchronization. That‘s all you have to do to make the change from Outlook
synchronization to server-side synchronization.
During migration, the old incoming and outgoing profiles for the user and queue mailboxes are
merged to create a new email server profile that will be used by server-side synchronization.
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1. Before you start, make sure you have Read, Write, and Create privileges on the Mailbox
entity and Read, Write, and Create privileges on the Email Server Profile entity.
Note
The maximum combined size of all the files from all the email routers that you
can upload at a time is 32 MB.
5. Click or tap Next.
6. On the Select Email Server Profiles to Migrate page, the incoming and outgoing email
server profiles of the Email Router are listed and the details about the new email server
profile for server-side synchronization is also listed. If you want to migrate the profile, in
Migrate Server Profile, click or tap Yes.
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In the Email Router, incoming and outgoing email server profiles are different and each
user or queue is associated with both incoming and outgoing profiles. However, with
server-side synchronization, the incoming and outgoing settings are defined in a single
profile and a user or queue is associated with this profile. Thus, when you migrate the
data, the data from two server profiles is combined into one. The Select Email Server
Profiles to Migrate page shows details about the new email server profile that will be
created. Read more about merging email server profiles for migration.
7. Click or tap Next.
8. The Migration Review Summary page shows what data will be migrated. Click or tap
Start.
After the migration is complete, you‘ll see the summary of the migrated data. You must test the
email configuration for the mailboxes after the migration is complete. To be able to start email
processing through server-side synchronization, in the Process Email From field in the System
Settings dialog box, select Server-Side Synchronization. Read how to configure System
Settings dialog box - Email tab.
See Also
Test email configuration on mailboxes
Monitor email processing errors
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1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
Fields Description
General
Auto Discover Server Click Yes if you want to use the automatically discover
Location service to determine the server location. This applies only if
you are creating a profile for an Exchange Server. If you set
this to No, you must specify the email server location
manually.
Note
If the server location doesn‘t change for
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mailboxes, we recommended that you don‘t
use auto discover because it may affect
performance.
Credentials
Note
To ensure the credentials are secured in
Microsoft Dynamics CRM, SQL encryption
is used to encrypt the credentials stored in
the mailbox.
Credentials Specified in Email Server Profile. If
you select this option, the credentials specified in
the email server profile are used for sending or
receiving email for the mailboxes of all users and
queues associated to this profile. The credentials
must have impersonation or delegation permissions
on the mailboxes associated with profile. This
option requires some configuration on the email
server, for example, configuring impersonation
rights on Exchange for the mailboxes associated
with the profile.
Note
To ensure the credentials are secured in
Microsoft Dynamics CRM, SQL encryption
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is used to encrypt the credentials stored in
the email server profile if you are
processing email by using server-side
synchronization.
Windows Integrated Authentication. This option
applies only to Exchange and SMTP email server
types. If you select this option, the credentials with
which the Microsoft Dynamics CRM Asynchronous
Service has been configured will be used.
The other options in the list aren‘t applicable for Exchange.
User Name Type the user name that is used to connect to the email
server for sending or receiving email for the mailboxes of all
users and queues associated to this profile. This field is
enabled and valid only if Authenticate Using is set to
Credentials Specified in Email Server Profile. The user
name that you specify must have permission to send and
receive email from the mailboxes of users and queues
associated with this profile.
Note
If you are using HTTP for Microsoft Dynamics
CRM, the User Name and Password fields will
be disabled. To enable the option, change the
value of the deployment property
AllowCredentialsEntryViaNonSecureChannels
to 1. Read about the configuration settings
Password Specify the password of the user that will be used together
with the user name to connect to the email server for
sending or receiving email for the mailboxes of users and
queues associated with this profile. The password is stored
securely.
Note
If you are using HTTP for Microsoft Dynamics
CRM, the User Name and Password fields will
be disabled. To enable the option, change the
value of the deployment property
AllowCredentialsEntryViaNonSecureChannels
to 1. Read about the configuration settings
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delegation rights to send or receive email on behalf of other
mailboxes. Read how to configure Exchange
impersonation.
Use same settings for If you want to use the same credential settings for the
Outgoing incoming and outgoing connections, click or tap Yes.
Advanced
Incoming Port This field shows the port on the email server for accessing
the incoming email. This field is automatically populated
when you save the record.
Outgoing Port This field shows the port on the email server for accessing
the outgoing email. This field is automatically populated
when you save the record.
Use SSL for Outgoing Click Yes if the email channel is on a secure channel and
Connection SSL must be used for sending email. In Microsoft Dynamics
CRM (on-premises), this field is set to Yes by default, but
the configuration database setting ―AllowNonSSLEmail‖
allows you to override this and set the value to False. Read
about the configuration settings.
Use SSL for Incoming Click Yes if the email channel is on a secure channel and
Connection SSL must be used for receiving email. In Microsoft
Dynamics CRM (on-premises), this field is set to Yes by
default, but the configuration database setting
―AllowNonSSLEmail‖ allows you to override this and set the
value to False.
Incoming Authentication Select a protocol that will be used for authentication for
Protocol and Outgoing incoming and outgoing email.
Authentication Protocol
Move Failed Emails to To move the undelivered email to the Undeliverable folder,
Undeliverable Folder click or tap Yes. If there‘s an error in tracking email
messages in CRM as email activities, and if this option is
set to Yes, the email message will be moved to the
Undeliverable folder. This option is available only for an
Exchange email server profile.
Additional Settings
Process Email From Select a date and time. Email received after the date and
time will be processed by server-side synchronization for all
mailboxes associated to this profile. If you set a value less
than the current date, the change will be applied to all
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newly associated mailboxes and their earlier processed
emails will be pulled.
Minimum Polling Type the minimum polling interval, in minutes, for mailboxes
Intervals in Minutes that are associated with this email server profile. The polling
interval determines how often server-side synchronization
polls your mailboxes for new email messages.
-OR-
Fields Description
General
Incoming Server Location and Outgoing Type the location of the incoming and
Server Location outgoing email server in the format
―<server>‖.
Credentials
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mailbox record of a user or queue
are used for sending or receiving
email for the user or queue.
Note
To ensure the credentials
are secured in Microsoft
Dynamics CRM, SQL
encryption is used to
encrypt the credentials
stored in the mailbox.
Windows Integrated
Authentication. This option
applies only to Exchange and
SMTP email server types. If you
select this option, the credentials
with which the Microsoft Dynamics
CRM Asynchronous Service has
been configured will be used.
Windows Credentials
(Anonymous). You can select this
option when anonymous
authentication has been enabled
on the email server. This applies
only to the SMTP email server
type.
Use same settings for Outgoing If you want to use the same credential
settings for incoming and outgoing
connections, click or tap Yes.
Advanced
Use SSL for Outgoing Connection Click Yes if the email channel is on a
secure channel and SSL must be used for
sending email. In Microsoft Dynamics CRM
(on-premises), this field is set to Yes by
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default, but the configuration database
setting ―AllowNonSSLEmail‖ allows you to
override this and set the value to False.
Read about the configuration settings.
Use SSL for Incoming Connection Click Yes if the email channel is on a
secure channel and SSL must be used for
receiving email. For Microsoft Dynamics
CRM Online, this field can‘t be set to No. In
Microsoft Dynamics CRM (on-premises),
this field is set to Yes by default, but the
configuration database setting
―AllowNonSSLEmail‖ allows you to override
this and set the value to False.
Additional Settings
Process Email From Select a date and time. Email received after
the date and time will be processed by
server-side synchronization for all
mailboxes associated to this profile. If you
set a value less than the current date, the
change will be applied to all newly
associated mailboxes and their earlier
processed emails will be pulled.
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with this email server profile. The polling
interval determines how often server-side
synchronization polls your mailboxes for
new email messages.
5. Click Save.
6. On the left side of the email server profile form, under Common, click Mailboxes.
7. Click Add New Forward Mailbox.
8. Complete the details in the mailbox form and click Save. See how to Create forward
mailboxes or edit mailboxes.
9. Click Save.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. Select all the mailboxes that you want to associate with the email server profile, and click
or tap Edit.
4. In the Change Multiple Records form, under Synchronization Method, in Server
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Profile, select the email server profile that you want to add the mailboxes to, and then
click or tap Change.
5. Alternately, select multiple mailboxes, and click or tap More Commands (...) > Apply
Default Email Settings, and then click or tap OK. The mailboxes will be added to the
email server profile that‘s selected as the default in the System Settings dialog box.
Read about setting default email settings in System Settings dialog box - Email tab.
See Also
Set up email through server-side synchronization
Create forward mailboxes or edit mailboxes
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. Click or tap Settings > Email Configuration > Mailboxes.
3. Click or tap New Forward Mailbox, or to edit an existing mailbox record, open the
mailbox record.
4. In the mailbox record, specify the following details.
Fields Description
General
Delete Emails After Processing Specify if you want to delete email from the
mailbox after processing. This field is
available and can be set to Yes only for a
forward mailbox and a queue mailbox.
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cannot be set for a forward mailbox.
Credentials
Allow to Use Credentials for Email Click Yes if the email server profile
Processing associated to this mailbox has
Authenticate Using set to Credentials
Specified by a User or Queue. You must
provide the username and password when
this field is set to Yes. These credentials will
be used to send and receive email from the
mailbox on the email server.
Note
To ensure the credentials are
secured in CRM, SQL
encryption is used to encrypt
the credentials stored in the
mailbox if you‘re processing
email by using server-side
synchronization.
Synchronization Method
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Outgoing Email Select the delivery method for outgoing
email. This determines how outgoing email
will be sent for this mailbox.
None. Email won‘t be sent.
Microsoft Dynamics CRM for
Outlook. Email is received by using
CRM for Outlook.
Server-Side Synchronization or
Email Router. Email is sent by using
server-side synchronization or
Email Router.
Note
For a forward mailbox, only
None is allowed.
Appointments, Contacts, and Tasks Select whether you want to use CRM for
Outlook or server-side synchronization to
synchronize appointments, contacts, and
tasks in CRM.
If you select None, appointments, contacts,
and tasks won‘t be synchronized.
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Success. The outgoing email has
been configured and email can be
sent from this mailbox.
Failure. The outgoing email has
been configured but it‘s not possible
to send email from the
corresponding configured mailbox.
Mailbox Test Completed On This field shows the date and time when the
email configuration was tested for this
mailbox record.
See Also
Set up email through server-side synchronization
Create email server profiles and add mailboxes
Test email configuration on all mailboxes
These are of permanent nature and can occur These are of temporary nature and may get
when the transient errors aren‘t fixed after a fixed automatically after a few attempts.
few attempts.
When these errors occur, email processing for These errors don‘t necessarily require a
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Permanent Errors Transient Errors
the affected mailboxes is stopped. These corrective action by a CRM user, but we
require a corrective action by the mailbox recommend that you look at these.
owner or a CRM administrator.
The administrators and users are alerted on The administrators and users are notified on
their alert walls to take action and start email the alerts wall about these errors but no action
processing. is required for these errors.
The following table will help you distinguish between email-level, mailbox-level, and email server
profile-level errors and whether a corrective action is needed.
These are errors specific to an These are error specific to a These errors may occur for
email message. mailbox. one or more mailboxes.
These don‘t have impact on The owner of the mailbox is The owner of the associated
the processing of other email. notified on the alerts wall and email server profile is notified
the owner is required to take a on the alerts wall and the
corrective action. owner is required to take a
corrective action.
The alerts for these are The alert is also displayed in The owners of the mailbox that
displayed in the alerts section the respective mailbox form. are affected are also notified
of the email form. on the alerts wall but no action
is required by them.
View alerts
The alerts are shown on the Alerts wall or the Alerts section in the mailbox or email server profile
records. The following table shows how to view the alerts and the actions you can take on these
alerts.
To Do this
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To Do this
contacts, and tasks through server-side
synchronization, you‘ll see alerts for the
following:
When one or more duplicate records are
found in Microsoft Dynamics CRM when
saving a record from Exchange to Microsoft
Dynamics CRM.
When a scheduling conflict is found when
saving an appointment from Exchange to
Microsoft Dynamics CRM because a
mailbox is unavailable at the time.
When previously linked items are found for
a specific mailbox.
You‘ll be prompted to take actions on the errors
about the appointment, contacts, and tasks
synchronization.
View alerts specific to mailbox 1. On the nav bar, click or tap Microsoft
Dynamics CRM > Settings > Email
Configuration > Mailboxes.
2. Open a mailbox record, and on the left
navigation bar, under Common, click or tap
Alerts.
View alerts specific to an email server profile 1. On the nav bar, click or tap Microsoft
Dynamics CRM > Settings > Email
Configuration > Email Server Profiles.
2. Open an email server profile record, and on
the left navigation bar, under Common,
click or tap Alerts.
Note
If you don‘t wish to get alerts, you can disable them from the System Settings dialog box -
Email tab by clearing the check boxes for alerts.
See Also
Test email configuration on all mailboxes
Set up email through server-side synchronization
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System security
Note
You can‘t change the permissions on a field that you don‘t have permission to access.
2. Under Components, expand Entities, expand the entity that has the custom field that
you want to secure, and then click or tap Fields.
3. In the list of fields, double-click or tap the entry for the field you to secure.
4. In the field window, on the General tab, to the right of Field Security, specify whether to
Enable or Disable security for the field.
5. Click or tap Save or Save and Close.
6. When your customizations are complete, publish them:
To publish customizations for only the component that you are currently editing, in
the Navigation Pane, click or tap the entity you have been working on, and then click
or tap Publish.
To publish customizations for all unpublished components at one time, in the
Navigation Pane, click or tap Entities, and then on the Actions toolbar, click or tap
Publish All Customizations.
Note
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Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
See Also
Overview of security for Microsoft Dynamics CRM
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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3. Click or tap Field Security Profiles, and then on the Actions toolbar, click New.
4. Type information in the text boxes.
In the Name text box, type a name for the new profile.
In the Description text box, optionally type information to help define or identify
security profile.
5. When you‘re ready to save your data, click Save.
6. Add field permissions.
a. Click Related > Common > Field Permissions.
b. Select a field permission, and then click Edit.
c. Select the permission types to be assigned to the users and teams of the security
profile, and then click OK.
7. Add users or team.
a. Click Related > Teams or Related > Users.
b. On the More Actions toolbar, click Add.
c. Select a team or user from the list or search for a team or user and click Select.
d. Click Add.
e. Repeat the above steps to add multiple teams or users, and then click Add.
See Also
Create or edit a security role
Copy a security role
Data encryption
Help for this area is in the Implementation Guide.
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Document management
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Absolute URL. To point this site record to a site collection or site in SharePoint,
specify the fully qualified URL of the site collection or site. You can use this
record as a parent site to create other site records with relative URLs for sites
inside the site collection or sites on the same SharePoint site.
Relative URL. Use this option when you have at least one site record pointing to
a site collection in SharePoint. In the Parent Site box, select an existing Microsoft
Dynamics CRM site record. If the site record that you selected as a parent site
points to a site collection on SharePoint, specify the name of an existing site in
the second box. If the site record that you selected as a parent site points to a
site on SharePoint, specify the name of an existing subordinate site on
SharePoint.
List component is installed. Click this check box if the URL that you specified is a
site collection on SharePoint Server 2010 or SharePoint Server 2013 and if the site
collection has the Microsoft Dynamics CRM List component installed.
This check box is available only if you used the Absolute URL option.
The URL Validation section displays the validation status and the date when the URL
was last validated
5. Click Save.
6. To validate the URL of the site, in the Actions group, click Validate. Click Save and
Close.
7. Click Save and Close.
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b. Under System, click Document Management.
3. To edit a site record, on the SharePoint Sites page, select the site record, and in the
Records group, click Edit.
4. Click Save.
5. To validate the URL of the site, in the Actions group, click Validate
6. Click Save and Close.
Note
To activate or deactivate a site record, on the SharePoint Sites page, select the site
record and in the Records group, click Activate or Deactivate.
See Also
Manage SharePoint documents from within Microsoft Dynamics CRM
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2. Click or tap SharePoint Document Locations.
3. Click or tap New.
4. Specify the following information as required:
Name. Type a name for the document location. This name displays in the location list
in the entity record.
Owner. By default, you are added as the owner of this location record.
Description. Type a description for the document location.
URL Type. Select whether you want to create the location with an absolute URL or
relative URL.
Select Absolute URL, and in the Absolute URL box, specify the fully qualified
URL of the location of the folder in SharePoint.
- OR -
Note
To activate or deactivate a document location, on the Document Locations page, select
the document location record, and click or tap Activate or Deactivate.
See Also
Set Up Document Management
Create or add a location for the first time
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1. Open the Microsoft Dynamics CRM record that has the documents you want to manage.
2. Under Related, click Documents.
3. If a location isn‘t associated, CRM displays the Add Document Location dialog box or
Create SharePoint Location dialog box. The following table shows the possible
scenarios. Depending upon what you see, perform the steps in the ―Next steps‖ column.
There is at least one site Add Document Location 1. In the Name box, verify or
record in Microsoft Dynamics opens with an option to type the name. The
CRM that points to a site specify either an absolute document location record
collection in SharePoint, and URL or a relative URL. is created in Microsoft
the site record has the List Dynamics CRM with this
name.
component is installed check
box selected. 2. In the Document
Location box, enter the
URL of the SharePoint
folder to which the location
record points. This location
is associated with the
Microsoft Dynamics CRM
record to store the
documents.
- OR -
Click Create a new folder. In
the Parent Site or Location
box, click the Lookup button
to select an existing
document location record
under which the folder will be
created on SharePoint. In the
Folder Name box, verify or
change the name, and click
OK. A folder with this name is
created in SharePoint.
3. Click Save.
There is one site record in Add Document Location 1. In the Name box, verify or
Microsoft Dynamics CRM but appears with only the absolute type a name. The
the List component is URL option. document location record
installed check box is not is created in Microsoft
selected. Dynamics CRM with this
name.
2. In the Document
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Scenario What appears Next steps
Location box, enter the
URL of the SharePoint
folder to which the location
record points. This location
record is associated with
the Microsoft Dynamics
CRM record to store the
documents.
3. Click Save.
There is no existing location Create SharePoint Location Microsoft Dynamics CRM tries
associated with the record, the appears. to automatically create a folder
URL specified in the in SharePoint. If the folder is
Document Management created successfully, Microsoft
Settings wizard is for a site Dynamics CRM opens Create
collection on SharePoint SharePoint Location with the
Server 2010 or SharePoint URL of the new folder.
Server 2013, and this site Microsoft Dynamics CRM
record has the List creates a document location
component is installed check record that contains the URL of
box selected. this new folder and associates
the document location record
with the Microsoft Dynamics
CRM record.
Click OK.
A new document location record is created in Microsoft Dynamics CRM that contains the links to
the folders in SharePoint. The location that you just associated is added to the Document
Locations list.
See Also
Manage SharePoint documents from within Microsoft Dynamics CRM
Create or edit document location records
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Enable document management on entities
To manage documents for an entity, you must enable document management for that entity. You
can manage documents for any entities on SharePoint. By default, document management is
automatically enabled on the following entities when you enable document management for the
organization:
Account
Article
Lead
Opportunity
Product
Quote
Sales Literature
Define which entities manage documents on Microsoft Dynamics CRM in the Document
Management Settings dialog box. More information: Enable document management on entities
When you set up document management, SharePoint creates document libraries and folders in
the context of the Microsoft Dynamics CRM entities and records.
Business processes
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There are four types of processes, each designed for a different purpose:
Business process flow. Use when you want staff to move through the same stages and
follow the same steps to interact with a customer. For example, use a business process flow
if you want everyone to handle customer service requests the same way, or to require staff to
gain approval for an invoice before submitting an order.
Microsoft Dynamics CRM includes several ready-to-use business process flows for common
sales, service, and marketing tasks that you can use with little or no changes required. Or,
you can create your own.
More information:
Create a new business process
Activate a business process
Add ready-to-use business processes
Assign a security role to a business process
Dialog. Use when you have a step-by-step script you want staff to read through when talking
to customers. For example, create a dialog to guide customer service reps through a
customer call to resolve a case.
More information: Customization Guide: Work with dialogs
Workflow. Use when you want to automate common tasks, such as automatically sending a
confirmation email to a customer when an order ships.
More information: Customization Guide: Set up workflows
Action. Use when you want to automate a series of commands in the system.
More information: Customization Guide: Automate actions programmatically
Note
Ready-to-use business processes are activated automatically when you add them. If a
ready-to-use business process includes workflows or portable business logic rules, you‘ll
need to activate those separately. More information: Customization Guide
The following table shows a list of ready-to-use business processes and what they help you do.
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This ready-to-use process Helps you…
Guided service case Make sure that data is entered consistently for
service cases, and that required activities are
completed to resolve a case.
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions.
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Check your security role
a. Follow the steps in View your user profile.
b. Don‘t have the correct permissions? Contact your system administrator.
2. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
3. Click or tap Settings > Data Management.
4. Click or tap Add Ready-to-Use Business Processes.
5. Click or tap Add.
See Also
Create a new business process
Assign a security role to a business process
Guide staff through common tasks with processes
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions. More
information: Permissions required for customization tasks
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b. Don‘t have the correct permissions? Contact your system administrator.
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See Also
Activate a business process
Assign a security role to a business process
Add ready-to-use business processes
Note
If the business process includes workflows or portable business logic rules, you‘ll need to
activate those separately. More information: Customization Guide
1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System
Administrator, or System Customizer security role or equivalent permissions. More
information: Permissions required for customization tasks
3. On the list of processes, click or tap on the left of the process name to select it.
4. Click or tap Activate.
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See Also
Create a new business process
Assign a security role to a business process
Add ready-to-use business processes
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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then select the security role.
6. Click or tap OK.
See Also
Activate a business process
Create a new business process
Add ready-to-use business processes
Overview of security for Microsoft Dynamics CRM
Business rules
Help for this area is in the Customization Guide.
Settings Topics
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM. Or that you have Read and Write privileges on all record types
that are customizable.
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If using CRM for Outlook
a. Click or tap your organization.
b. Click or tap Settings > System > Document Management.
c. Click Document Management Settings.
3. Select the entities for which you want to manage documents in SharePoint.
4. Specify the URL of the site where the document locations and folders for storing
documents must be created, and click Next.
If you want the document libraries and folders to be automatically created, specify a valid
SharePoint Server 2010 or SharePoint Server 2013 site URL, and make sure the site has
the Microsoft Dynamics CRM List Component for SharePoint Server installed. Learn how
are folders and document libraries created on in SharePoint in Manage SharePoint
documents from within Microsoft Dynamics CRM.
Note
The remaining steps are described assuming that the specified site is on
SharePoint Server 2010 or SharePoint Server 2013 and the site collection for this
site has the Microsoft Dynamics CRM List Component installed.
By default, a folder for each record is created under the corresponding document library
for the entity. For example, for an opportunity record ―100 bikes‖, a document library
―opportunity‖ is created, and in it, a folder ―100 Bikes‖ is created. The path is
../opportunity/100 Bikes.
5. To have the folders created under the parent account or contact, click the Based on
entity check box. In the list next to the check box, click Account or Contact.
When you select this option, the folders are created under the related account or contact
folder.
The structure is:../account/Margie's Travel/opportunity/100 bikes where ―account‖ is the
document library for referenced entity that you selected from the list, and ―Margie's
Travel‖ is the folder for the referenced record of the selected entity, in this case
opportunity.
6. Click Next.
Microsoft Dynamics CRM creates document libraries for the selected entities on
SharePoint. Microsoft Dynamics CRM also creates the corresponding document location
records that contain the links to these document libraries. The Document Management
Settings wizard shows the creation status of the document libraries.
See Also
Create or edit site records
Create or edit document location records
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Add a field to a form
If a Microsoft Dynamics CRM form doesn‘t meet your organization‘s business requirements, you
can customize the form by changing existing fields or by adding new fields. While it might be
simpler to edit the existing fields on a form, sometimes it‘s better to add a field to address a
specific business scenario.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. Under Components, expand Entities, expand the entity you want to customize, and
then click or tap Forms.
4. In the list, locate an entry with the Form Type of Main, and then double-click or tap to
edit it.
5. In the form, click or tap the section you want to add a field to, and then in the Field
Explorer pane, double-click the field you want added to the form.
6. To preview how the form appears and how events function:
a. On the Home tab, click or tap Preview, and then select Create Form, Update Form,
or Read-Only Form.
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b. To close the preview form, click or tap Close 09bfa77f-30b3-4dd3-a791-
3e4572218654.
c. To publish customizations for the form that you‘re editing, with the form open, click or
tap Publish.
7. When you‘re finished editing the form, click or tap Save and Close.
8. To publish customizations for all unpublished components at one time, click or tap File,
and then click or tap Publish All Customizations.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. Under Components, expand Entities, and then expand the entity you want.
4. Click or tap Views.
5. To create a new public view, on the Actions toolbar, click or tap New. On the View
Properties dialog box, in the Name box, type a name for the new view, and then click or
tap OK.
If the New button does not appear, you can‘t add views for the entity you selected.
- OR -
To edit a view, double-click or tap a Public View in the list. The view type is specified in
the Type column.
6. Modify the columns that are displayed.
Add a column:
a. In the Common Tasks area, for Quick Find Views, click or tap Add View Columns,
or for other types of views, click or tap Add Columns.
- OR -
For other types of views, click or tap Add Columns.
b. Select the check boxes for the columns you want to add, and then click or tap OK.
Move a column:
a. Click or tap the column you want to move.
b. In the Common Tasks area, use the arrows to move the column left or right.
Change the width of a column:
a. Click or tap the column you want to change.
b. In the Common Tasks area, click or tap Change Properties.
c. In the Change Column Properties dialog box, click or tap an option to set the
column width, and then click or tap OK.
Remove a column:
a. Click or tap the column you want to remove.
b. In the Common Tasks area, click or tap Remove.
c. In the confirmation message, click or tap OK.
Change the sort order of a column:
a. In the Common Tasks area, click or tap Configure Sorting.
b. In the Configure Sort Order dialog box, in the Column list, select the column you
want to sort, then click or tap Ascending Order or Descending Order, and then
click or tap OK.
Enable online presence for instant messaging:
a. In the View form for the selected entity, click or tap the column you want to change.
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b. In the Common Tasks area, click or tap Change Properties.
c. In the Change Column Properties dialog box, select the Enable presence for this
column, and then click or tap OK.
Note
Every entity in Microsoft Dynamics CRM must have a default public view. This is
the view that is displayed for a list of entities, such as Appointment, Account, or
Contact. For example, if your organization is set up so that users manage their
own appointments, you can change the default view for Appointments from All
Appointments to My Appointments.
a. In the list of views, select the public view that you want to set as the default. The view
type is indicated in the Type column.
b. On the Actions toolbar, click or tap More Actions, and then click or tap Set Default.
Important
Any time you change user interface elements or implement form scripts for an
entity, you must publish changes to apply them. Any customizations that change
the data schema of Microsoft Dynamics CRM such as custom entities,
relationships, or fields are applied immediately.
Installing a solution or publishing customizations can interfere with normal
system operation. We recommend that you schedule a solution import when it‘s
least disruptive to users.
To publish view customizations for just one entity, under Components, click or tap
Entities, and select the entity. Then, on the Actions toolbar, click or tap the Publish
button.
To publish all customizations you have made to any entities or components, on the
Actions toolbar, click or tap Publish All Customizations.
Tip
To create views that appear in the Service calendar, create views in the
Service Activity, Appointment, User, or Facility/Equipment entities. To
see views created in these entities from the Service calendar, users select
the view type from the Type list.
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See Also
Create and configure views
Important
Customization tasks can be performed only while you are online.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. Under Components, expand Entities, and then expand the entity you want to work with.
4. Click or tap N:N Relationships.
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5. To edit or view the details for an existing relationship, select the relationship, on the
Actions toolbar, click Actions, and then click Edit.
- OR -
To add a new relationship, click or tap New Many-to-Many Relationship.
Important
If New Many-to-Many Relationship does not appear on the Actions toolbar, you
cannot create a N:N relationship for that entity.
6. For a new relationship, in the Current Entity section, in the Display Option list, choose
one of the following options:
Do Not Display. The other entity will not display an associated view for the current
entity.
Use Custom Label. This label will be used for the associated view created for the
other entity. Be sure to enter a corresponding value in the Custom Label field.
Use Plural Name. This will use the plural name of the current entity for the
associated view.
Note
When the Use Plural Name or Use Custom Label options are selected, you can
choose from the Display Area option list to specify the display area (for example
Marketing or Sales) on the form where the relationship label will be displayed.
You can also specify the Display Order to control where the label will be
included within the selected display area.
Important
The navigation paradigm for the forms associated with updated entities is
significantly different than that for entities that have not been updated. While the
mechanics for defining the Display Area and Display Order are common, be sure
that you understand the various navigation paradigms as you establish entity
relationships.
7. In the Other Entity section, select the other entity from the Entity Name list.
Note
When you specify the entity name, default values are set for the Name and
Relationship Entity Name fields in the Relationship Definition section. If you
change the Entity Name value before you save, these names will not change, so
be sure these names are meaningful before saving.
8. In the Relationship Definition section, confirm the Name and the Relationship Entity
Name.
These values must be unique among N:N relationships.
9. Click or tap Save and Close to close the N:N Relationship form.
10. When your customizations are complete, publish them:
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To publish customizations for only the component that you are currently editing, on
the Home tab, in the Save group, click or tap Publish.
To publish customizations for all unpublished components at one time, click or tap
Publish All Customizations.
Note
Any time you change user interface elements or implement form scripts for an entity, you
must publish changes to apply them. Any customizations that change the data schema of
Microsoft Dynamics CRM such as custom entities, relationships, or fields, are applied
immediately.
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
See Also
Mapping entity fields
Security
By default, when an entity is created, only the System Administrator and System
Customizer security roles have any privileges to read or change data in the custom entity.
You must add privileges explicitly to all security roles that need to use the new entity.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. Click or tap Settings > Customizations > Customize the System.
3. Click or tap Entities, and then on the Actions toolbar, click or tap New.
4. Specify the Display Name and Plural Name that will be used for this entity throughout
Microsoft Dynamics CRM.
5. In the Name box, view the name that Microsoft Dynamics CRM will use for this entity.
Note
When you specify the display name, a default value for the Name field is
provided. If you change the display name before you save, the value in the Name
field will not change. You can also modify the value in the Name field
independently of the display name.
6. The Primary Image list only has the option [None] when you create a custom entity.
After you create the entity you can create a new image field. Each entity can have only
one image field. After you create a new image field, that field will be available for
selection. After you change this setting you must save the entity and publish the
customizations.
7. In the Ownership list, select one of the following:
User or Team. Records for this entity can be owned by individual users or by teams.
Security can be defined according to the business unit with which the current owner
is associated. For example, contact records are set to User or Team.
Organization. Records for this entity are used for reference by all Microsoft
Dynamics CRM users. Individual users or teams can‘t own these records. For
example, product records are set to Organization.
8. Under Areas that display this entity, select the areas where this entity will be displayed
in the Microsoft Dynamics CRM user interface.
Note
All new entities are displayed in Advanced Find.
9. Under Options for Entity, select the appropriate options for your scenario based on the
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detail provided in the following table.
Option Comments
Business process flows (fields will be Select this to enable creating business
created) process flows for this entity.
Sending email (if an email field does not Select to add the Send Direct Email
exist, one will be created) button to the main ribbon tab for the entity.
Allow quick create When this is enabled, and after you have
created and published a Quick Create
Form for this entity, people will have the
option to create a new record using the
Create button in the navigation pane.
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entity. This feature notifies you of identical
records in Microsoft Dynamics CRM, and
allows you to resolve them.
CRM for phones Select this to display and use this entity in
Microsoft Dynamics CRM for phones.
Reading pane in CRM for Outlook Select this to display records in the
reading pane in Microsoft Dynamics CRM
for Microsoft Office Outlook.
Offline capability for CRM for Outlook Select this to let users choose to include
records for this entity with those they can
work with while offline.
10. To ensure that an easily recognizable name is used to reference this entity, on the
Primary Field tab, enter a descriptive Display Name, and then verify that Requirement
Level set to Business Required.
The primary field is displayed when relationships to this entity are created or displayed,
such as in the Look Up Records dialog box.
Note
The default Display Name for the primary field is Name. The Name will be
―new_name‖ if you use the default publisher customization prefix of ―new‖. If this
is not the name you want to use, you must set the name when you create the
entity. You can edit the display name after you save the entity.
11. Click Save.
When a new entity is created, the following items are created also:
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A default public view showing active records and a view showing inactive records.
An Advanced Find View, a Quick Find View, an associated view, and a lookup view.
The primary attribute you defined and the standard attributes. To see a list of them,
navigate to the new entity you created, and under it, click Fields. They are displayed
in the main pane.
For entities that have Ownership set to User or Team, the creation of the Owner
and Owning Business Unit attributes. For entities that have Ownership set to
Organization, the creation of the Organization ID attribute.
A filtered view is created in the CRM Online database for the entity. This filtered view
can be used to write reports using data from this entity.
Note
Relationships are created with the User entity to resolve user names for the
Created By and Modified By attributes.
12. Change the icon for the new entity. More information: Change custom entity icons.
13. For any security roles that need access to the new entity, add the needed privileges.
Note
When adding privileges, you can follow the pattern for the privileges that are
used on the Marketing, Sales, or Service tabs for the security role to provide
users the same level of access to the custom entity that they have to other
entities. More information: Permissions required for customization tasks.
245
b. Open a security role, and then on the Custom Entities tab, specify the level
of privileges that you want users with that security role to have.
c. Click or tap Save and Close to save the changes to the security role.
Important
Any time you change user interface elements or implement form scripts for an
entity, you must publish changes to apply them. Any customizations that change
the data schema of Microsoft Dynamics CRM such as custom entities,
relationships, or fields are applied immediately.
Installing a solution or publishing customizations can interfere with normal
system operation. We recommend that you schedule a solution import when it‘s
least disruptive to users.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
246
2. Follow the steps for the app you‘re using.
3. Under Components, expand Entities, expand the entity you want to modify the main
form for, and then click or tap Forms.
4. To create a new form, on the Actions toolbar, click or tap New.
- OR -
To edit an existing form, double-click or tap any form with a Form Type of Main.
5. Change the form design in any of the following ways, as needed:
a. Add a tab to a form
b. Add a section to a form
c. Add a field to a form
d. Add or edit a form IFRAME
e. Add or edit a sub-grid in a form
f. Add or edit a form web resource
g. Add or edit form navigation for related entities
h. Edit form headers and footers
i. Remove a tab section field or IFRAME
j. Enable or disable the Form Assistant
For more information, see the Customization Guide.
6. Edit the properties for parts of the form, as needed:
a. Edit form properties
b. Edit form field properties
c. Edit tab properties
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d. Edit section properties
For more information, see the Customization Guide.
7. Add event scripts, as needed.
8. Determine which security roles will be able to view the form:
Assign security roles to form
9. Preview how the main form appears and how events function:
a. On the Home tab, click or tap Preview, and then select Create Form, Update Form,
or Read-Only Form.
b. To close the Preview form, on the File menu, click or tap Close.
10. When you finish editing the form, click or tap Save As, enter a name for the form, and
then click or tap OK.
11. When your customizations are complete, publish them:
To publish customizations for only the component that you are currently editing,
under Components, click or tap the entity you have been working on, and then click
or tap Publish.
To publish customizations for all unpublished components at one time, under
Components, click or tap Entities, and then on the Actions toolbar, click or tap
Publish All Customizations.
Note
You cannot apply a requirement level to a field using this form. Requirement level constraints
are applied to the attribute.
Before deleting a field from a form, make sure the field is not required by other components
or custom scripts. For example, the Opportunity form requires the Price List field to determine
the pricing to use when adding a product to that opportunity. Removing the Price List field
would prevent adding a new product to an opportunity.
Any time you change user interface elements or implement form scripts for an entity, you
must publish changes to apply them. Any customizations that change the data schema of
Microsoft Dynamics CRM, such as custom entities, relationships, or fields, are applied
immediately.
You cannot use the form editor to modify the visual style of forms, such as the font style, font
size, or colors used in the form. Modification of the Cascading Style Sheets (CSS) pages in
the web application or style properties of the form through scripts is not supported.
Installing a solution or publishing customizations can interfere with normal system operation.
We recommend that you schedule a solution import when it‘s least disruptive to users.
See Also
Create or edit entity fields
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Edit or view managed properties
All solution components, except for plug-in assemblies, have an IsCustomizable managed
property. This property appears in the interface with the label Can be customized. Managed
properties only become effective after their associated components are installed as part of a
managed solution.
While an entity has managed properties in addition to IsCustomizable, the value or the
IsCustomizable property, the type of entity, and the type of solution all have an impact on the
behavior of an entity, as follows:
If the entity is part of a managed solution and the IsCustomizable managed property is set to
False, you cannot edit any of the managed properties.
If the entity is part of a managed solution and the IsCustomizable managed property is set to
True, you can edit the managed properties.
If the entity is part of the default solution or an unmanaged solution and it is a business entity,
you can edit all managed properties except for IsCustomizable.
If the entity is part of the default solution or an unmanaged solution and it is a custom entity,
you can edit all managed properties including IsCustomizable.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions. More information: Permissions required for customization
tasks
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3. Under Components, click or tap the component and the record that you want to edit or
view managed properties for.
4. On the Actions toolbar, click or tap Managed Properties.
Note
If Managed Properties does not appear on the Actions toolbar, you cannot edit
or view the managed properties for that component and record.
5. In the Set Managed Properties dialog box, you can view all of the properties associated
with the component, and you can edit selected properties based on the behaviors listed
above.
6. Click or tap Set to save the settings.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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Customizations. Then click or tap Customize the System.
3. To create a new web resource, click or tap Components > Web Resources, and then
on the Actions toolbar, click New.
4. Type or modify information in the text boxes.
The name entered in the Name text box, plus the file extension will become its file
name.
The name entered in the Display Name text box will be displayed in the Display
Name.
In the Type drop-down box, select the file type you want.
5. Click Browse to select and upload the file from your local machine.
To preview an uploaded image web resource: Click or tap Web Resource>Preview.
To edit a text web resource: Click or tap Text Editor.
To preview a text web resource: Click or tap Web Resource> Preview.
6. When you‘re ready to save your data, click Save and Close.
7. Publish your customization.
For only the edited component: Click or tap Save > Publish on the Home.
For all unpublished components at one time, click or tap Publish All
Customizations.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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2. Follow the steps for the app you‘re using.
3. Under Components, expand Entities, expand the entity you want to work with, and then
click or tap Forms.
4. In the list, locate an entry with the Form Type of Main, and then double-click or tap to
edit it.
5. To add a link to a related entity, on Home tab, in the Select group, click or tap
Navigation.
The Relationship Explorer pane displays on the right side of the form editor.
6. In the Relationship Explorer pane, in the Filter list, select one of the following options:
Available Relationships. Lists all the entities that can be related to the entity the
form is associated with.
1:N Relationships. Lists entities that can be related in a 1:N relationship to the entity
the form is associated with.
N:N Relationships. Lists entities that can be related in a N:N relationship to the
entity the form is associated with.
Note
If no related entities show up in the Relationship Explorer pane, you cannot
create a link on this form to a related entity.
7. Select the related entity you want link to, drag it to the Navigation Pane, and then drop it
where you want it to display.
Tip
You can also create a new relationship by clicking or tapping New 1:N or New
N:N in the Relationship Explorer. More information: Create or edit 1-N
relationships between entities, Create or edit N-N relationships between
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entities
8. To edit the properties for this or any other related entity link in the Navigation Pane,
select the link, and then on the Home tab, click Change Properties.
9. In the Relationship Properties dialog box, on the Display tab, type a new display label.
10. On the Name tab, click or tap Edit to view or edit the details associated with the
relationship record.
11. Click OK.
12. Preview how the main form will appear and how events will function:
a. On the Home tab, click or tap Preview, and then select Create Form, Update Form,
or Read-Only Form.
b. To close the Preview form, on the File menu, click or tap Close.
13. When you finish editing the form, click or tap Save and Close to close the form.
14. When your customizations are complete, publish them:
To publish customizations for only the component that you are currently editing, in
the Navigation Pane, click or tap the entity you have been working on, and then click
or tap Publish.
To publish customizations for all unpublished components at one time, in the
Navigation Pane, click or tap Entities, and then on the Actions toolbar, click or tap
Publish All Customizations.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
Important
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Customization tasks can be performed only while you‘re online.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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added to it.
9. When your customizations are complete, publish them:
To publish customizations for only the component that you‘re currently editing, click
or tap the entity you‘ve been working on, and then click or tap Publish.
To publish customizations for all unpublished components at one time, click or tap
Entities, and then on the Actions toolbar, click or tap Publish All Customizations.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
See Also
[P1]Permissions required for customization tasks
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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a. In the Navigation Pane, click or tap Settings > Customization >
Customizations. Then click or tap Customize the System.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
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In a managed solution, you cannot create new fields or edit existing fields for entities.
However, you can create new fields or edit existing fields in the Customization area of
Microsoft Dynamics CRM.
In an unmanaged solution, you can edit some of the properties for all fields. You can create
new fields for any entities that you create for the solution. If you add an existing business
entity to the solution, you can add new fields only if that entity allows it.
You can find more information about creating and editing entities in the Customization Guide.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. Under Components, expand Entities, and then expand the entity you want.
4. Click Fields.
To add a new field, on the Actions toolbar, click New, and enter a Display Name to
generate the Name.
- OR -
To edit a field, select it in the list, and then on the Actions toolbar, click Edit.
Select the Field Requirement.
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In Searchable, select whether to include this field in the list of fields shown in
Advanced Find for this entity and also in the field available for customizing the
find columns in the Quick Find view and the Lookup view.
For Field Security, enable or disable the feature for this field. More information:
Add or remove security from a field.
For Auditing, enable or disable the feature for this field.
Important
Auditing tracks value changes to the field, but does not track enabling or
disabling Field Security for the field.
5. For new fields, select the Type, and then enter required information for the specified
type. For existing fields, you cannot modify the type, but you can modify the settings for
the type.
Possible data types for a field
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buttons), a check box, or a list.
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decimal number data type.
Multiple Lines of Text This is a scrolling text box. You can set the
maximum number of characters for this
field.
Date and Time There are two formats: date only, or date
and time.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
See Also
Customization Guide
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In a managed solution, you can‘t create new views or edit existing views for entities. However, if
the managed properties for an entity in the managed solution are set to allow customization, you
can create new public views or edit existing views of all types in the Customization area of
Microsoft Dynamics CRM.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. Under Components, expand Entities, and then expand the entity you want.
4. Click Views, and then select the view.
5. On the Actions toolbar, click or tap More Actions, and then select Managed Properties.
6. You can edit the view if the entity is unmanaged. In the Set Managed Properties dialog
box, set Customizable to allow editing or creating views.
7. Click Set.
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See Also
Create or edit a public view for an entity
[UI]Edit the Quick Find view
Understand security roles
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. Under Components, expand Entities, and then click or tap the entity you want to view or
edit information for.
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Information about that entity is displayed, and it appears on two tabs:
General. Use this tab to edit some or all of the properties (depending on the entity)
listed in the following table:
Option Comments
Sending e-mail (if an e-mail field does Select to add the Send Direct E-mail
not exist, one will be created) button to the main ribbon tab for the
entity.
CRM for phones Select this to display and use this entity
in Microsoft Dynamics CRM for phones.
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Reading pane in CRM for Outlook Select this to display records in the
reading pane in Microsoft Dynamics
CRM for Microsoft Office Outlook.
Offline capability for CRM for Outlook Select this to let users create, read,
update, or delete records while offline.
Important
Any time you change user interface elements or implement form scripts for an
entity, you must publish changes to apply them. Any customizations that change
the data schema of Microsoft Dynamics CRM such as custom entities,
relationships, or fields are applied immediately.
Installing a solution or publishing customizations can interfere with normal
system operation. We recommend that you schedule a solution import when it‘s
least disruptive to users.
See Also
Customization Area
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A recommended practice is that, when you first install Microsoft Dynamics CRM for an
organization, the first thing to do before customizing anything is to open the publisher for the
default solution and change the customization prefix to something other than the default value
(new). Preferably to something that better identifies the organization. This helps identify any
components created in the organization.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
Only the properties for the default solution or an unmanaged solution can be edited.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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Create and configure forms- default solution
In the default solution or an unmanaged solution you can create new forms or edit existing forms
for all entities that allow form customization.
In an unmanaged solution, you can edit the managed properties for an unmanaged custom entity
that was created for the solution.
If you are viewing a managed solution, you cannot create new forms or edit existing forms for
entities. However, if the managed properties for an entity in the managed solution are set to allow
customization, you can add or edit forms to that entity in the Customization area of Microsoft
Dynamics CRM.
Customization tasks can be performed only while you are online.
Note
You can also navigate to the form editor from a record list in the Workplace, Sales,
Marketing, or Service nodes. For example, to edit an account form, navigate to Accounts
> Customize. Then click or tap in the Design > Form.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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3. Under Components, click or tap Entities, and then expand the required entity.
4. Click Forms, and select the form. Then on the Actions toolbar, click Managed
Properties.
5. In the Set Managed Properties dialog box, if Customizable is set to True, you can add
or edit forms.
See Also
Create or edit the main form for an entity
Assign security roles to form
Warning
If you attempt to install some solutions without first installing product updates, you‘ll
receive a warning. This warning will give you the option to install a solution without the
components that depend on product updates, but it‘s very likely the solution may not
function as designed. When a solution is done importing, you can check the import log to
see which components imported successfully and which didn‘t.
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
Then click or tap Settings > Customizations > Solutions.
2. In the Solution window, click Components to see a list of all default solution components
in the main pane. To see components for an individual type, click a type from the
Component Type list.
The component type and the properties set by the creator of the component determines
whether a component is customizable. This is indicated in the Customizable column.
The following table lists actions that you can perform on some components. These
actions are available on the command bar.
Actions Comments
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Add Existing (Applies to an unmanaged solution only.)
Add a component from the default solution
or other unmanaged solution to this
solution.
See Also
Edit or view managed properties
Export a solution
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Export customized entity and field text for translation
Import translated entity and field text
Export a solution
You can only export unmanaged solutions. When you export a solution, the following items are
available to export:
Note
For information about solutions, see Introduction to Solutions.
Custom and customizable entities, including view, forms, fields, relationships, and charts
Client extensions
Option sets
Relationship roles
Connection roles
Security roles
Field-level security profiles
Reports
Dashboards
Templates
Workflows and dialogs
Plug-in assemblies
System settings
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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If using CRM for Outlook
a. In the Navigation Pane, click or tap Settings > Customization > Solutions.
3. In the list, select the unmanaged solution, and then on the Actions toolbar click Export.
4. Only customizations that have been published are exported with the solution. To publish
the customizations, click or tap Export, and in the Publish Customizations dialog box,
click or tap Publish All Customizations.
Note
Installing a solution or publishing customizations can interfere with normal
system operation. We recommend that you schedule a solution import when it‘s
least disruptive to users.
5. Click Next.
6. Select the settings to export with the solution, and then click Next.
7. Select either an unmanaged or managed package type, and then click or tap Export.
8. When prompted to open or save the compressed (.zip) file, click Save As.
9. Choose a location to save your solution, and then click Save.
To develop or extend Microsoft Dynamics CRM functionality in the solution, see the
Microsoft Dynamics CRM SDK for more information.
Important
Don‘t add files to a compressed (.zip) file that contains customizations and settings exported
from Microsoft Dynamics CRM. CRM will attempt to import the first file in the compressed
(.zip) file. If it‘s not a valid file, the import fails.
Some user information may be exported when exporting workflows, for example, the domain
logon, the forms authentication user name, or the Microsoft account unique user identifier
(PUID) value.
See Also
Customization Area
1. Make sure you have the System Administrator security role or equivalent permissions in
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Microsoft Dynamics CRM.
4. After completing the export, open or save the compressed (.zip) file that contains the
exported labels to your local computer or network.
5. Extract the XML file from the compressed (.zip) file and translate it.
See Also
Customization Area
Note
You cannot modify the icons assigned to system entities.
You can upload two types of entity icons for each custom entity:
Icon in Web application. This icon should be:
16 x 16 pixels in size.
In .gif, .png, or .jpg format.
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No larger than 10 kilobytes.
Important
Before you begin this task, be sure that you have uploaded as web resources any custom
icons that you intend to assign. More information: Add or edit a form web resource
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. Expand Entities if necessary, click or tap the custom entity you want to update the icon
for, and then on the Actions toolbar, click or tap Update Icons.
4. In the Select New Icons dialog box, under Icon in Web application or Icon for Entity
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Forms, to the right of New Icon, click or tap the Browse icon , select the appropriate
image file, and then click or tap OK.
5. On the Actions toolbar, on the File menu, click or tap Save.
6. When your customizations are complete, publish them:
To publish customizations for only the component that you are currently editing, in
the Navigation Pane, click or tap the entity you have been working on, and then click
or tap Publish.
To publish customizations for all unpublished components at one time, in the
Navigation Pane, click or tap Entities, and then on the Actions toolbar, click or tap
Publish All Customizations.
New icons might not display in Microsoft Dynamics CRM until you closed and reopened
the Microsoft Dynamics CRM client.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
Important
The file that you import must be a compressed file that contains the CrmTranslations.xml
and the [Content_Types].xml file at the root.
Important
Microsoft Dynamics CRM cannot import translated text that is over 500 characters long.
If any of the items in your translation file are longer than 500 characters, the import
process will fail. If the import process fails, review the line in the file that caused the
failure, reduce the number of characters, and try to import again. Also note that after you
import translated text, you must republish customizations.
1. Make sure that you have the System Administrator or System Customizer security role or
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equivalent permissions.
3. In the solution explorer, on the Actions toolbar, click or tap Import Translations.
4. In the Import Translated Text dialog box, specify the file that contains the translated
text, and then click or tap Import.
5. When Microsoft Dynamics CRM finishes importing the translated text, click or tap Close.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
See Also
Export customized entity and field text for translation
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1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
3. Click or tap Components > Entities, and then expand the entity you want.
4. Click or tap Forms. In the list, click or tap a form to edit if it has a Form Type of Main.
5. On the Home tab, click or tap Preview, and then select Create Form, Update Form, or
Read-Only Form.
a. If you have added an OnLoad event for the form, open the form in each mode, and
verify that your event executed as expected.
b. If your code depends on data existing in the form when it loads, test your script in an
OnChange or OnSave event to enter sample data into the form. The Update Form
will open with no data.
i. If you have added an OnChange event for a field, for create and update modes,
enter the data in the field and verify that your event executed as expected.
ii. If you have added an OnSave event for a field, for create and update modes,
click or tap Simulate Form Save and verify that your event executed as
expected.
6. Click or tap File > Close.
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Add or edit a form web resource
You can add or edit web resources on a form to make it more appealing or useful to users. The
types of web resources that you can add or edit on a form are images, HTML files, or Silverlight
controls.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. Under Components, expand Entities, and then expand the entity you want to work with.
4. Click or tap Forms, in the list locate a form of type Main, and then double-click or tap the
entry to open and edit the form.
5. To add an existing web resource, click or tap the tab (for example, General or Notes)
you would like to insert it on, and then on the Insert tab, click or tap Web Resource.
- OR -
To edit a Web resource, select a form tab and the web resource that you want to edit,
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and then on the Home tab, click or tap Change Properties.
6. In the Add Web Resource or Web Resource Properties dialog box, on the General
tab, enter the appropriate information in the required fields.
In particular, note the following:
a. In the Web resource box, select the image, HTML, or Silverlight web resource that
you want to use.
Note
After you specify a web resource, the Web Resource Properties section
appears at the bottom of this tab, providing options that vary based on the
type of web resource you are adding. These options include specifying
custom parameters, passing a record object-type code as a parameter, or
specifying alternative text that describes the resource or, for images, that
makes the image more accessible to all users.
b. In the Name box, enter a unique name for the field. The name can contain only
alphanumeric characters and underscores.
c. The Label field is automatically populated with a variation of the name you specify,
but ensure that the proposed label meets your needs or update it accordingly.
7. On the Formatting tab, the options that display vary based on the type of web resource
inserted. These options include specifying the number of columns and rows display,
whether a border displays, and the scrolling behavior.
8. If the Dependencies tab displays in the In the Add Web Resource or Web Resource
Properties dialog box, from the Available fields list, select the fields that are required by the
Web resource, click or tap the Add Selected Records button to move the selected
fields to the Dependent fields list, and then click or tap OK to close the dialog box.
9. When you finish editing the form, on the Home tab, click or tap Save and Close to close
the form.
10. To preview how the main form will appear and how events will function:
a. On the Home tab, click or tap Preview, and then select Create Form, Update Form,
or Read-Only Form.
b. To close the Preview form, on the File menu, click or tap Close.
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Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
2. Under Components, expand Entities, expand the entity you want to work with, and then
click or tap Forms.
3. In the list, locate an entry with the Form Type of Main, and then double-click or tap to
edit it.
4. On the form body, double-click or tap the field you want to edit.
5. In the Field Properties dialog box, you can access and edit a variety of the properties
associated with the field by using a series of tabs:
Display. Use this tab to perform the following tasks:
Change or hide the label used for this field in this form. The field display name
remains unchanged.
Specify whether the field is read-only by selecting or clearing the Field is read-
only check box.
In the Locking section, specify whether to lock the field to the form and prevent
anyone from removing it by selecting or clearing the Lock the field on the form
check box.
Specify whether a field is visible in the default view by selecting or clearing the
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Visible by default check box. If the check box is cleared, the field will not display
in the Reading Pane in Microsoft Dynamics CRM for Microsoft Office Outlook.
However, the field will display in the Microsoft Dynamics CRM web application
unless you use JScript to define other behavior. In the web application, JScript
overrides the value set by this check box.
The relationship combinations that are possible when you filter related records
are listed in the following table.
1:N N:1 No
1:N N:N No
N:N 1:N Yes
N:N N:1 No
N:N N:N No
The first list is populated with all the potential relationships you can use to filter
this lookup. Click one.
The second list is then populated with all relationships that connect the related
entity (selected in first list) to the target entity. Click one.
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Select the Allow users to turn off filter check box to give users the option of
turning off the filter you define here. This makes it possible for them to view a
wider range of records. If you want to make sure that users only see the limited
range of records defined by this filter, clear this check box.
Also, for lookup fields, the tab displays the Additional Properties section.
Here, select the Display Search box in lookup dialog check box if you
want a search box to be available in the lookup.
In the Default View list, click the default view for which results will be displayed
in the lookup.
If you want users to also have the option of selecting other views, select the
Enable the View selection in lookup dialog check box.
Formatting. The formatting options displayed vary based on the which options are
set for the section of the form that the field appears within.
Details. This tab provides access to the basic properties associated with the field.
Click or tap Edit to modify them.
Events. This tab includes two sections:
Form Libraries. In this section, you can add or remove the available JScript
libraries for form or field events. You can edit the listed custom libraries if
necessary.
Event Handlers. In this section, you can add a JScript library (a script web
resource) authored by a developer and associate a function within that library to
an event.
i. In the Events list, click onChange, and then click Add.
ii. In the Handler Properties dialog box, supply the requested information. Select
the Enabled check box to make the function available to be called by a field
event.
iii. Click OK.
Business Rules. Use this tab to create or edit the process components of business
rules.
6. When you finish modifying the properties for the field, in the Field Properties dialog box,
click OK.
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7. To preview how the form appears and how events function:
a. On the Home tab, click or tap Preview, and then select Create Form, Update Form,
or Read-Only Form.
b. To close the Preview form, on the File menu, click or tap Close.
8. When you finish editing the form, on the Home tab, click or tap Save and Close to close
the form.
9. When your customizations are complete, publish them:
To publish customizations for only the component that you are currently editing, on
the nav bar or in the Navigation Pane, click or tap the entity you have been working
on, and then click or tap Publish.
To publish customizations for all unpublished components at one time, in the
Navigation Pane, click or tap Entities, and then on the Actions toolbar, click or tap
Publish All Customizations.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
282
a. In the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears in the nav bar.
b. Click or tap Settings > Customizations > Publishers.
3. In the list, double-click the row for the publisher record that you want to edit.
4. Modify the Display Name for the publisher. The name that you enter here is added as an
option to the Publisher list in a solution record. When someone creates a new solution,
that person can select this publisher.
Note
The value in the Name box was created with the record and can‘t be edited.
5. In the Prefix box, edit the text prefix that you want added to any entity or field created for
a solution that has this publisher. This text prefix, plus an underscore, is added before the
value in Name.
6. In the Option Value Prefix text box, edit the set of integers that are a prefix for any
option set created in a solution for this publisher.
7. Click Save and Close.
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
Important
After you set the fiscal year options, you can‘t change them. Fiscal year options affect the
way in which your organization's data is stored in Microsoft Dynamics CRM.
1. Make sure you have the System Administrator security role or equivalent permissions in
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Microsoft Dynamics CRM.
See Also
Manage Business Management Settings
Work with salespeople
Work with Territories
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Schedule time off
You can schedule a period of time in the middle of a schedule when a resource is not available to
be scheduled for a service activity. For a user, this could be a sick day or vacation. For a facility
or equipment, this could be an equipment failure.
More information on scheduling a resource for business closure or holiday: Set or change work
hours for a user, facility, or equipment.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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3. In the list, open the resource you want to modify.
4. Under Common, click Work Hours.
5. On the Monthly View tab, select a date on the calendar.
6. On the Actions toolbar, click Set Up > Time Off, and then in the Schedule Time Off
dialog box, enter the following details:
Reason. Type a short explanation for the resource‘s absence.
All Day Event. Select this check box if the resource is unavailable for the entire day
(midnight to midnight) of all of the days,
Start Time and End Time.If you have not selected the All Day Event check box, you
can set specific start and end times. When the end date is reached, the previous
schedule continues.
Duration.If you do not want to calculate the end date, select the number of days the
resource is unavailable.
Time Zone.If the resource is in a different time zone, select the time zone. Microsoft
Dynamics CRM automatically adjusts the times on the calendars.
7. Click OK.
In the working hours calendar, affected days are marked with a red block. In the Service
calendar the time appears as a white block and cannot be scheduled.
You can update your own working hours or time off, and add yourself to teams and
resource groups. On the Tools menu, click Options. On the General tab, at the bottom
of the page, click or tap the user information link.
See Also
Set work hours of a resource
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If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, and then
expand Settings.
b. Expand Business, and then click or tap Business Management >
Resource Groups.
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If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, and then
expand Settings.
b. Expand Business, and then click or tap Business Management >
Resource Groups.
Note
Resource groups are published automatically when you save and close the form. If the
new resource group doesn‘t appear in the list of available resource groups for a service,
or if changes are not appearing, you can manually publish the change by clicking
Publish on the Resource Groups page.
To remove a resource, select the resource you want to remove from the resource group.
On the Actions toolbar, click More Actions, and then click Remove Resources.
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Then click
or tap Templates > Contract Templates.
Note
If you need to back up your templates, or export them for use in a different
implementation of Microsoft Dynamics CRM, you can export them as part of exporting
customizations. More information: Export a solution.
See Also
Create or edit a contract
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1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
Important
You can create and attach charts to only those record types in Microsoft Dynamics CRM
that support the new ribbon interface in the web application. This is because all of the
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chart controls are only present in the ribbon interface of Microsoft Dynamics CRM. For
more information, see Charts (Visualizations) for Microsoft Dynamics CRM in the
Microsoft Dynamics CRM Software Development Kit.
See Also
Work with User Charts
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions. More information: Permissions required for
customization tasks
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c. Under Common, click Work Hours.
3. On the Monthly View tab, double-click a date on the calendar that is either the first day
you want to restrict the resource from performing the service or a date in a recurring
schedule.
4. On the Edit Weekly Schedule dialog box, select one of the following options and then
click OK.
This date only
This option changes only the date selected.
If you select this option, skip to step 8.
From <this date> onward
This option changes only the schedule going forward.
Entire recurring weekly schedule from start to end
This option changes this entire schedule from the start to end date.
Selecting this option might change past days, which might affect reports regarding
hours worked in the past.
5. On the Weekly Schedule dialog box, click the work hours link for the schedule you want
to modify.
6. On the Work Day dialog box, click the Service Restrictions tab.
7. On the Actions toolbar, click New.
8. On the Service Restrictions dialog box, locate and select a Service. Click the Lookup
button to search for a record.
9. In the Start time and End time lists, set the time when the facility or equipment is not
available, and then click OK.
10. Click OK, to close the Work Day dialog box.
11. Click Save or Save and Close.
Note
You can set up service restrictions in your own work schedule.
All of the options may not be available to you for selecting how much of the schedule you
want to edit. The available options are based on the schedules that are already set up.
See Also
Set work hours of a resource
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Caution
When you delete an audit log, you can no longer view the audit history for the period
covered by that audit log.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions. More information: Permissions required for customization
tasks
3. Select the oldest audit log. Then, on the Actions toolbar, click or tap Delete Logs.
4. In the confirmation message, click or tap OK.
Note
You can only delete the oldest audit log in the system. To delete more than one
audit log, repeat deleting the oldest available audit log until you have deleted
enough logs.
See Also
Auditing data in Microsoft Dynamics CRM
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Configure and Manage Auditing
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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1. In the CRM for Outlook Navigation Pane, click your organization.
2. Click the area that contains the records with which you want to work (for example,
Service), and then click the record type.
3. If you have Outlook 2007 installed, on the View menu, click Customize Reading Pane.
- OR -
If you have Outlook 2010 or Outlook 2013 installed, click the View tab. In the List group,
click Customize Reading Pane.
By default, all the sections that you can add or remove are listed in the Displayed
Sections box.
4. To remove a section, in the Displayed Sections box, click the section and then click
Remove.
5. To add a section, in the Available Sections box, click the section and then click Add.
6. To change the order of the sections in the Reading Pane, in the Displayed Sections
box, click the section and then click the Move Up or Move Down button.
7. Click OK.
Sub-grid properties
The Sub-Grid Properties dialog box appears when you edit a chart or a list component.
If you‘re editing a chart component, enter or verify the following details:
Name. This is the unique name of the component.
Label. Change the label that appears on the component header, if required.
Display label on the Dashboard. Select this check box if you want the label to display on
the chart component header.
Entity. Select the entity for which you want to add a chart.
Default View. Select the view that will be used to retrieve the data for the chart.
Display Chart Selection. Select this check box if you want the option to select different
charts from the dashboard.
If you‘re editing a list component, enter or verify the following details:
Name. This is the unique name of the component.
Label. Change the label that appears on the component header, if required.
Entity. Select the entity for which you want to insert a list.
Default View. Select the view that will be used to retrieve the data in the list.
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Display Search Box. Select this check box if you want a search box to be available with the
list. This lets you search for records in the list.
Display Index. Select this check box if you want the alphabetical index to be available with
the list. This lets you jump to records starting with a particular letter or number.
Display View Selection. Select this check box if you want to be able to select a different
view for the list.
See Also
Manage dashboards
Common Tasks
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See Also
Common Tasks in Lists and Forms
Settings Description
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Settings Description
Outlook
Perform checks as new email is received Default: Yes. If Yes, email is checked for
tracking as soon as it arrives.
Promote incoming email every Default: 10 minutes. Looks for and links
incoming email on the specified interval.
Send pending CRM email every Default: 10 minutes. Sends pending Microsoft
Dynamics CRM email on the specified interval.
Users can schedule synchronization Default: Yes. If Yes, users can set whether or
not CRM for Outlook synchronizes with
Microsoft Dynamics CRM.
Users can schedule background local data Default: Yes. If Yes, users can update the data
synchronization that is stored on their computer to use offline.
Minimum time between background local data Default: 15 minutes. Local data is synchronized
synchronizations with Microsoft Dynamics CRM on the specified
interval.
Users can schedule background address book Default: Yes. If Yes, users can update the
synchronization address book that is stored on their computer
to use offline.
Minimum time between address book Default: 1 hour. The local address book is
synchronizations synchronized with Microsoft Dynamics CRM on
the specified interval.
Users see ―Get CRM for Outlook‖ option Default: Yes. If Yes, the Get CRM for Outlook
displayed in the message bar button is displayed in Microsoft Dynamics
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Settings Description
CRM.
Settings Description
Enable auto save on all forms Default: Yes. If Yes, after a record is created
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Settings Description
(initially saved), any changes made to a form
will automatically be saved thirty seconds after
the change is made. If no changes are made in
the form, the automatic save won‘t occur while
the form is open. After a change is made the
30-second period before an auto-save begins
again. For more information, see Manage auto-
save.
Enable presence for the system Default: Yes. If Yes, instant messaging will
display the current status for users, contacts,
opportunities, or leads. This only applies to lists
and sub-lists for entities with an updated user-
interface.
Share reassigned records with original owner Default: No. Select whether or not a record is
shared with the original owner of the record, or
completely reassigned to another user.
Set blocked file extensions for attachments Prevent users from attaching files with specific
file name extensions.
Enable Quick Find record limits Default: Yes. If Yes, if more than 10,000
records are found, a message will come up
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Settings Description
suggesting you use a more selective search.
Select entities for search on CRM for tablets Click or tap Select to choose the entities to
include when users do a search in CRM for
tablets.
Show Bing Maps on forms Default: Yes. Microsoft Dynamics CRM on-
premises users will also need to enter a Bing
Map key. Microsoft Dynamics CRM Online
users do not need to enter a key.
Please enter Bing Maps key Microsoft Dynamics CRM on-premises users
should enter a key to enable Bing Maps.
Obtain a Bing Map key from:
https://www.bingmapsportal.com/
Country/Region Code Prefix Default: +1. +1 is the country calling code for
North America.
Select provider for Click to call Default: Skype. Choose which provider to
enable outbound calls from within Microsoft
Dynamics CRM. This setting does not apply to
CRM for tablets or CRM for phones.
Users see app download message Default: Yes. If Yes, users will see a message
regarding downloading the CRM for tablets
app.
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1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
Settings Description
Enable Direct Email via Mail Merge Default: Yes. If Yes, users can send email as a
campaign activity using the mail merge feature.
Note
To enable this option, the security role
assigned to users for whom you want
to enable mail merge must also include
the Mail Merge privilege.
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Settings Description
enabled)
Create campaign responses for incoming email Default: Yes. If Yes, Microsoft Dynamics CRM
creates campaign response records
automatically when email messages are
received in response to a specific marketing
campaign.
Set "Do Not Send Marketing Material" option Default: No. If Yes, when an unsubscribe email
when unsubscribe email is received is received, the preference setting for the
account, contact, or lead from the marketing list
gets updated automatically to not send
marketing materials.
Send acknowledgement to customers when If the previous setting Set “Do Not Send
they unsubscribe Marketing Material” is Yes, you can use this
setting to send a response to customers when
they unsubscribe.
Template for Acknowledgement Email If the two previous settings are Yes, you must
specify an email template to use to respond to
customers when they unsubscribe.
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If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. Click or tap Settings > Administration > System Settings > Formats tab.
Settings Description
See Also
Customize regional options - system settings
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2. Follow the steps for the app you‘re using.
Settings Description
Note
If you add a new category or change
existing categories, you should also
change the default views available for
the Report record type. Otherwise,
users won't have a way to see all
reports in the new categories.
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1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
3. In the System Settings dialog box, on the Auditing tab, under Audit Settings, you can
start auditing and specify whether or not to audit user access, and you can stop auditing
if it is currently enabled.
If you opt to enable auditing and audit user access, you will track when the user starts
accessing Microsoft Dynamics CRM and whether or not the user accessed the
application by using the web application or CRM for Outlook.
4. Under Enable Auditing in the following areas, you can specify to audit specific areas
of the product, as described in the following table:
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Sales Entities Competitor, Invoice, Opportunity, Order,
and Quote
See Also
Audit data changes
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Settings Description
Days after the goal end date when the rollup Default: 30 days. Set the number of days after
will stop the ending date of a goal for Microsoft
Dynamics CRM to stop including a goal in a
rollup.
308
If using CRM for Outlook
a. In the Navigation Pane, expand your organization if necessary, and then click
or tap Settings > System > Administration > System Settings >
Customization tab.
Settings Description
Application Mode
Open Microsoft Dynamics CRM in Application Default: Application mode is not enabled. If
mode enabled, Microsoft Dynamics CRM can be
opened in Application mode, which means it
can be opened in a browser without menus,
navigation, or toolbars. Hiding these parts of
the browser causes Microsoft Dynamics CRM
to appear like a separate application rather
than a website.
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a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
b. click or tap Settings > Email Configuration
c. Click or tap Email Configuration Settings.
Settings Description
Server Profile Select the email server profile that you want
to use as default for processing.
Appointments, Contacts, and Tasks Select whether you want to use CRM for
Outlook or server-side synchronization to
synchronize appointments, contacts, and
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tasks between CRM for Outlook and
Microsoft Dynamics CRM.
Email processing for unapproved users Select these check boxes if you want to
and queues allow email processing only for users and
queues whose email address have been
approved by the system administrator
Process email only for approved
users
Process email only for approved
queues
Note
Email correlation using email
headers works only when email
is processed using server-side
synchronization.
If you are using the Email Router to
process email, you can use tracking tokens
or smart matching to correlate email
activities with the related records.
Use tracking token Select this check box to use tracking tokens
and to configure how Microsoft Dynamics
CRM displays them in the Subject line of
the email messages. Use tracking tokens to
more accurately determine if a new record
is related to an existing, tracked record.
When you change the email prefix, up to
256 characters are saved as history. Long
prefixes or too many prefix changes may
cause lost data in history.
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Set tracking options for emails
between CRM users
Track email sent between two CRM Select this option to create two email
users as two activities activities between Microsoft Dynamics
CRM users, one for the sender and one for
the recipient.
Use secure frames to restrict email If this is set to Yes, you may see an error
message content message ―This content cannot be displayed
in a frame.‖ when you are reading email.
Although this can make sending sensitive
content in email less secure, changing the
setting to No typically eliminates this error.
Allow messages with unresolved Set this to Yes if you want to send email
recipients to be sent messages that have unresolved recipients.
Maximum file size (in Kilobytes) Increase or decrease the allowed size of
files that can be attached to records.
4. To save your changes and close the dialog box, click OK.
See Also
Set up email through server-side synchronization
312
Open the Calendar System Settings dialog box
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
Settings Description
Maximum duration of an appointment in days Default: 10. Set the maximum number of days
users can schedule an appointment.
See Also
Create or edit an appointment
313
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
314
click or tap OK to save the changes and close the dialog box.
6. Click OK.
See Also
System Settings dialog box - Formats tab
Note
The Set Personal Options dialog box is only accessible in CRM for Outlook.
1. In Outlook 2010 or Outlook 2013, on the File tab, click or tap CRM > Options.
2. In the Set Personal Options dialog box, on the Formats tab, in the Current Format list,
select the name of the language and country or region for the format that you want to
personalize, and then click or tap Customize.
In the Customize Regional Options dialog box, you can change the default settings for
the format that you selected by selecting one of the following tabs:
Number. Set options for the decimal symbol, digit grouping symbol, digit groups, and
negative numbers.
Important
Some negative numbering options always display numbers within
parentheses, for example (100.00), regardless of the preferred setting in
some countries/regions. Additionally, some long numbers will not appear with
commas as they should, for example 10000. This issue will be corrected in a
future release.
Currency. Set options for the currency format, negative currency amounts, and
number of decimal places.
Time. Set options for the time format, time separator, and notation for morning and
afternoon.
Date. Set options for the type of calendar, whether or not to show week numbers in
calendar views, and formats for long and short dates.
3. On each of the tabs, use the lists to change the default settings for the format that you
selected, viewing the changes that you make in the preview boxes.
4. To apply the changes you have made to the default formats and continue working in the
dialog box, click or tap Apply.
315
- OR -
To apply the changes you have made to the default formats and close the dialog box,
click or tap OK.
Section Heading
Insert section body here.
Subsection Heading
Insert subsection body here.
Important
Use sample data to learn and play around with system features. However, to avoid
unwanted results, don‘t associate it with any data you actually need.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
316
a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.
Settings appears on the nav bar.
Click or tap Settings > Data Management.
3. Click or tap Sample Data. You‘ll see a message that tells you whether the sample data is
currently installed.
4. Do one of the following:
Click or tap Remove Sample Data, then click or tap Close.
-OR-
Click or tap Install Sample Data, then click or tap Close.
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More information about how to view what changed in a record: View the audit history of
individual records
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
Note
If your system contains a large number of records, checking for duplicates can
impact performance.
4. Select or clear the checkboxes to set when duplicates are detected:
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When a record is created or updated
The system checks for duplicates when users enter new records.
Important
When users enter a new record using a form that has been updated to the
new user interface, duplicate detection isn‘t available. Additionally, duplicates
aren‘t detected when a user merges two records, converts a lead, activates
or deactivates a record, or saves a completed activity.
When Microsoft Dynamics CRM for Outlook goes from offline to online
For users of Microsoft Dynamics CRM for Outlook, the system detects duplicates
when the user synchronizes their data after working offline.
When you use the Import Data wizard to bring in contacts, leads, accounts, or other
types of data, the wizard detects any duplicate records. More information: Import
accounts, leads, or other data
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
319
Management > Duplicate Detection Settings.
3. Clear the Enable duplicate detection checkbox to turn off duplicate detection.
4. Click or tap OK.
See Also
Set up duplicate detection rules
Check for duplicates
Synchronize Microsoft Dynamics CRM data in Outlook
Important
Duplicate detection is not supported when users create or edit record types that have
been updated to work with Microsoft Dynamics CRM 2013. For a list of these record
types, see the Developer Toolkit. You should create duplicate detection rules for these
record types, and run jobs regularly to clean up system data. Duplicate detection is
supported on data import. More information: Run system jobs to detect duplicates
1. Make sure that you have the System Administrator, System Customizer, Sales Manager,
Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security
role or equivalent permissions.
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Check your security role
a. Follow the steps in View your user profile.
b. Don‘t have the correct permissions? Contact your system administrator.
3. To create a new duplicate detection rule, click or tap New. Type a name and description.
- OR -
To edit an unpublished existing duplicate detection rule, click or tap the duplicate
detection rule.
- OR -
To edit a published duplicate detection rule, select the rule, on the Actions menu, click or
tap Unpublish, and then click or tap the rule.
4. Select the criteria to be used to identify a record as a duplicate.
a. If you are creating a new rule:
In the Duplicate Detection Rule Criteria section, in the Base Record Type list,
click or tap the type of record that this rule applies to.
In the Matching Record Type box, click or tap the type of record that this rule
applies to.
b. If you want the rule to consider only active records while detecting duplicates, select
the Exclude inactive matching records check box. You should also select this
check box if your duplicate detection rule criteria are based on a status field.
c. If you want the rule to be case-sensitive, select the Case-sensitive check box.
d. If you selected different record types for the base and matching record types, for
each new criteria, in the Base Record Field column, click or tap Select, and then
click or tap a field name. In the same row, in the Matching Record Field column,
321
click or tap Select, and then click or tap a field name.
- OR -
If you selected the same record types for the base and matching record types, for
each new criteria, in the Field column, click or tap Select, and then click or tap a
field.
e. In the same row, in the Criteria column, click or tap Select, and then click or tap an
operator.
f. If you specified Same First Characters or Same Last Characters, in the No. of
Characters column, click or tap Enter Value, and then enter the number of
characters to compare.
g. If you don‘t want the rule to consider blank fields (null values) as equal while
identifying duplicates, select the Ignore Blank Values check box.
Important
If the duplicate detection rule contains only one condition, blank values are
ignored during duplicate detection job.
The number of criteria that you can select is limited by the number of characters that can
be stored in the matchcode for the record. As you add criteria, watch the Current
matchcode length value shown at the bottom-of the form.
5. Click or tap Save and Close.
6. To make the new or changed duplicate detection rule usable, select the rule, and then
click or tap Publish.
When you publish a duplicate detection rule, a matchcode is created for every record in
the matching record type for that rule.
Note
We recommend that you set the duplicate detection criteria on a field that has unique values,
for example, Email.
You can have more than one duplicate detection rule for each record type.
See Also
Check for duplicates
Turn duplicate detection on or off
Run system jobs to detect duplicates
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The Check for Duplicates wizard helps you set up a ―job‖ that finds and cleans up duplicate
records. You can schedule the job to run daily, and you can receive an email confirmation when
the job finishes.
Note
Duplicate detection is available only when you have created a rule for the record type and
duplicate detection is turned on.
Important
Duplicate detection is not supported when users create or edit record types that have
been updated to work with Microsoft Dynamics CRM 2013. For a list of these record
types, see the Developer Toolkit. You should create duplicate detection rules for these
record types, and run jobs regularly to clean up system data. Duplicate detection is
supported on data import. More information: Set up duplicate detection rules
2. Click or tap New, or click or tap the name of the duplicate detection job you want to run.
You‘ll see the Check for Duplicates wizard, which helps you create a job to check for
duplicates.
3. Click or tap Next.
4. In the Look for drop-down list, select the record type to check for duplicates.
5. In the Used Save View drop-down list, select the types of matching records to search for.
6. In the Status drop-down list, select the field to check for duplicate information.
7. In the Equals drop-down list, select the condition the wizard uses to check for duplicates.
In the empty box, type any text to search for.
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8. In the Active drop-down list, select whether to search active or inactive records for
duplicate information.
9. Click or tap Next.
10. Accept the default name for the job, or type a different name.
11. Enter the start time for the job, and enter how often to run the job, in days. (Type 1 to run
the job daily.)
12. Select the check box to receive an email confirmation when the duplicate detection job
completes. Enter an additional email address, if desired.
13. Click or tap Next, and then click or tap Submit.
See Also
Set up duplicate detection rules
Turn duplicate detection on or off
1. Before you run the Import Data wizard, create a file that contains the data you want to
import. Follow the steps in Import contacts. Or to import other types of data such as
leads, accounts, or cases, see Import data.
2. Browse to the folder where you saved the file containing the import file. Select the file,
then click or tap Open. Click or tap Next.
Note
File types that are supported are comma-separated values (.csv), text (.txt), compressed
(.zip), and XML spreadsheet 2003 (.xml).
The maximum file size allowed is 32 MB for .zip files (200 MB total for files added to the
.zip file), and 8 MB for other supported file types.
See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
1. Verify that the files you want to import are listed. For .zip files, the list includes each file
added to the .zip file.
2. Click or tap Delimiter Settings, then select the characters used to separate the contents
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of fields and pieces of data. (These characters are called ―delimiters.‖)
The default delimiter for fields is a comma (,).The other supported delimiters for fields
are colon (:), semicolon (;), and tab character (/t).
The default delimiter for data is double quotation marks (").The other supported
delimiters for data are single quotation mark ('), and None.
Note
Because an XML file does not use delimiters, if you upload a file that is in XML
Spreadsheet 2003 format, or a .zip file that contains XML Spreadsheet 2003
files, the delimiter information won‘t be available.
3. Click or tap Next.
See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
1. Select a data map to tell the Import Data wizard how to organize your imported data into
the right columns and fields in Microsoft Dynamics CRM.
Select the default data map to let the wizard automatically map your data, or select a
data map to match the type of information you‘re importing.
The following table helps you decide which data map to use.
Default (Automatic Mapping) Recommended. Use when you want the wizard
to map the imported data to the columns and
fields in Microsoft Dynamics CRM
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automatically.
If the wizard can‘t determine how to map your
data, you‘ll have an opportunity to map it
manually later.
Important
Import files can only contain one type
of data, such as contacts, leads,
accounts, or cases. Also, the column
headings in the source file must match
exactly with the field names in
Microsoft Dynamics CRM.
For Generic Contact and Account Data Use when the import file contains contacts or
accounts.
For Contact and Account Report Export Use this map when your import file contains
contacts or accounts from Salesforce.com.
For Full Data Export Use this map when your import file is exported
from Salesforce.com using Full Data Export.
For Report Export Use this map when your import file is exported
from Salesforce.com using Report Export.
For BCM 2010 Use this map when your import file contains
data from Microsoft Outlook 2010 with
Business Contact Manager.
See Also
Import contacts
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Import data
Create custom fields with the Import Data wizard
1. For each import file, confirm that the Import Data wizard has identified the correct type of
information (called a ―record type‖) contained in the file.
For example, if an import file contains contacts, the record type should be Contact. An
import file containing accounts should have the record type Account, and so on.
2. For any import file marked Not Mapped or that has an incorrect record type, from the
Microsoft Dynamics CRM Record Types drop-down list, select the record type
contained in the import file.
3. Click or tap Next.
See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
Map fields
1. Confirm that the Import Data wizard has mapped all the pieces of info (called ―fields‖) in
the import file to the correct fields in Microsoft Dynamics CRM. You may need to scroll
down to see all the fields in the import file.
For example, an import file containing contacts may have a field for First Name, Last
Name, and Job Title. Make sure those fields are mapped correctly to the corresponding
fields in Microsoft Dynamics CRM.
2. For any field in the import file that is marked Not Mapped, go to the CRM Field Types
drop-down list and select the field name to use in Microsoft Dynamics CRM. You may
need to scroll down to see all available fields.
3. Click or tap Next.
See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
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See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
Caution
In most cases, to avoid importing duplicate information, you should keep this
option set to No.
Important
Who should ―own‖ the imported data? Most security roles allow people to view
the data. However, the owner is also allowed to edit and share it. Here‘s an
example: If your import file contains contacts you collected at a trade show and
you want to assign a user to follow up with these contacts, select that person for
the owner.
To assign someone other than yourself as the owner of the imported records,
your security role must include permissions to create records for the user. If you
don‘t have sufficient permissions, the wizard assigns you as the owner of the
imported records by default.
Also, if applicable, ownership is assigned to the person defined in the data map
metadata and users.csv file.
2. In the search box, type the person‘s name, then click or tap the Lookup button .
3. Select the name, then click or tap Add.
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1. To save these import settings so you can use them again, enter a name for the settings
(called a ―data map‖).
The next time you run the Import Data wizard, you‘ll see the new data map listed under
Custom Maps.
2. To import the data, click or tap Submit.
See Also
Import contacts
Import data
Create custom fields with the Import Data wizard
Mapping picklists
If the field is an option set (picklist), make sure that the option values are identical between the
two option sets. When values are added to an option set, the values are assigned an integer
based on the order in which they are added. If they were not added in the same order, the labels
for the option values on the target field can be edited so they represent a valid mapping as long
as this does not affect existing data. If you later modify either option set, you must also remember
to modify the other option set to keep them synchronized. Any invalid option set mappings will
cause the target field to use the default option set value.
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Solutions
Note
Installing a solution or publishing customizations can interfere with normal system
operation. We recommend that you schedule a solution import when it‘s least disruptive
to users.
You create a managed solution by exporting an unmanaged solution as a managed solution. The
organizations that use your managed solution will install it and any updates that you create for it.
1. Make sure that you have the System Administrator or System Customizer security role or
equivalent permissions.
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3. On the Actions toolbar, click or tap the New icon ( ).
4. Complete the required fields, and then on the File menu, click or tap Save.
By default, this saves an unmanaged solution.
5. To add a new or existing component to your solution, in the Component Type list, click
or tap the type you want to add, and then click or tap New or Add Existing.
6. If you create a new component, fill in the required information, and then click or tap Save
or OK (depending on the type of component you are creating) to save the component.
7. On the File menu, click or tap Save and Close
Your new unmanaged solution displays in the Solutions list.
8. Click or tap the solution you want to export, and then follow the steps for the app you‘re
using.
9. Select the options you want in the Export wizard. When you get to the Package Type
page, select Managed.
10. Click or tap Export.
11. In the File Download dialog box, click or tap Save, choose a location for the solution .zip
or .cab file, and then click or tap Save again.
Note
The regular scenario is for you to create a solution in a test Microsoft Dynamics
CRM organization, export it, and then import it into a production Microsoft
Dynamics CRM organization. If you want to import your managed solution into
the same organization in which you created and exported it, you have to delete
the unmanaged version and any components you created. You also have to
delete child components, such as field relationships, that you created.
You now have a managed solution that you can import into another Microsoft Dynamics CRM
organization.
See Also
Create, Install, and Update a Managed Solution
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Create, edit, and delete solutions
Help for this area is available in the Microsoft Dynamics CRM customization guide.
Reports
Work with reports
Run a report
After you‘ve entered and saved all your data related to your contacts and accounts, you can run
reports to gain valuable insight into the data you‘ve collected to help in the running of your
business.
b. Click or tap the work area name, and then click or tap Reports.
2. Double-click the report you want, and in the Report Viewer dialog box, you can leave the
criteria as is, or change it as needed.
3. Click or tap Run Report.
Note
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If multiple Language Packs are installed, only reports that are marked for display in the
language you specified in Personal Options will be visible. More information: Customize
regional options - personal options
See Also
Customize and organize reports
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
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a. To create a new report, select Start a new report.
- OR -
To start from a copy of an existing report, click Start from an existing report, and
check the Overwrite existing report check box.
- OR -
To edit an existing report, select Start from an existing report, select the report,
and check the Overwrite existing report check box.
b. Click Next.
6. Enter the name of the report, and specify which record types the report will use.
This step identifies where the data in the report comes from. You can include data from
one or two record types, or data from related records.
a. Enter data in the fields:
Report name. This value will be displayed in the Reports area.
Primary record type. Data from all fields in this record type and related record
types will be available when you are defining criteria for which records to include.
Related record type. If you need to display data from a related record type,
select an additional record type here.
Caution
Avoid selecting data from a related record type that is not required, as it
makes the report take longer to load.
b. Click Next.
7. Define a filter to determine which records are included in your report. More information:
Edit the default filter of a report.
8. Organize and lay out your data
9. Select the basic format of the report.
Table only. This provides a table grouped and sorted as you specified.
Chart and table. Displays both a chart and table.
Show table below the chart on same page. Clicking on the chart does nothing.
Show chart. To view data for a chart region, click the chart region. Clicking
on an area in the chart will display a table with details for that section of the chart.
10. Click Next.
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11. If the report includes a chart, specify the type of chart, and how the data is displayed in
the chart.
a. Select the chart type, and then click Next.
The Chart preview area shows how the data will be displayed.
For vertical and horizontal bar charts and line charts, specify which data to
display on each axis:
In the Format Column (X) Axis section, select the field to use for the X axis,
and the label that is displayed on the chart for the field.
In the Format Value (Y) Axis section, you can select two fields. For each
field, you can specify the label that is displayed on the chart.
In the Format Labels and Legends section, specify whether or not to show
the data labels and a legend.
For pie charts, specify the slices and values for the chart.
For slices, you must select one of the groupings in your report.
For values, you must select a numeric column with a summary type.
b. Click Next.
12. Review the summary of the report, click Next, and then click Finish.
13. After you finish defining the report, return to the Report form, and if required, update the
name and description of the report, and determine where the report is displayed.
14. Test the report. On the Reports tab, in the Actions group, click Run Report. If the report
needs modifications, edit the report.
15. Make the report available to others for use. More information: Determine who can use a
report
Note
To edit an existing Report Wizard report, first select the report. Then, in the Records group,
click Edit. Finally, click Report Wizard.
All reports generated with the Report Wizard print in landscape mode.
If you need to change data on the General or Administration tabs for a new report, wait until
the report is saved before making the changes. Any changes on these tabs made before a
report is saved will be ignored.
See Also
Run a report
Report Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online
335
Add a report
If you‘ve created a custom report outside of Microsoft Dynamics CRM, you can easily add it to
CRM.
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e. Display In. To specify where reports should be visible, click the Select or change the
values for this field button, and then select one or more of the options.
If no values are selected, the report won‘t be visible to end users.
4. Edit the report ownership information on the Administration tab:
Owner
This option is only available if you have Assign permission for the report.
Viewable By
Select Organization to make the report organization-owned, and to make it viewable
by anyone in the organization. Select Individual to make the report viewable only by
the owner and anyone the owner shares the report with.
5. Click or tap Save or Save and Close.
To share the new report, see the instructions in Share a report with other users or teams.
See Also
Create, edit, or copy a report using the Report Wizard
Customize and organize reports
Report Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
337
b. Click or tap the work area name, and then click or tap Reports.
3. Select a report, and on the command bar, click or tap More Commands , and then click
or tap Edit Default Filter.
To see all reports, including sub-reports that aren‘t visible in the default view, select the
All Reports, Including Sub-Reports view.
4. Modify the filter criteria.
The criteria are grouped by record types that you can use in the filter, such as Accounts
or Contacts.
To edit an existing row, click the query relational operator and select an operator, or
click the underlined value and enter a new value.
Click the query relational operator, and select an operator.
To add a criteria row:
i. Click Select, and specify the field to filter on.
ii. Click the query relational operator, and select an operator.
iii. Click Enter Value, and enter a value to filter on. For some values, you can click the Select or
change the values for this field button to open the Select Values dialog box and select
the value you want.
To group criteria, you must select two or more rows for the same record type. For
example, Sales Stage and Est. Revenue are both field values in the Opportunity
record type and two rows that specify filter criteria for these fields can be grouped.
However, rows with field values from different record types, such as Account and
Opportunity record types, cannot be grouped.
i. For each row you want to group, in detailed mode, click the Options menu button for that
row, and then click Select Row.
ii. On the Filter toolbar, select Group AND or Group OR.
iii. To remove a row from a group, click the Options menu button for that row, and then click
Delete.
iv. To select a group, click the Options menu button for that group, and then click Select
Group.
v. To add a criteria clause to a group, click the Options menu button for that group, click
Add Clause, and then select the field, query relational operator, and value.
vi. To unselect a group that has been previously selected, click the Options menu button for
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that group, and then click Deselect Group.
vii. To ungroup a group, click the Options menu button for that group, and then click
Ungroup.
viii. To change a Group AND group to a Group OR group, or a Group OR group to a Group
AND group, click the Options menu button for that group, and then click Change to OR
or Change to AND.
Tip
To clear all criteria and start over, on the Filter toolbar, click Clear, and then click
Confirm.
To delete a row, click the Options menu button for that row, and then click Delete.
5. Click Save Default Filter.
See Also
Create, edit, or copy a report using the Report Wizard
Customize and organize reports
Report Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online
339
Column. The name of the Microsoft Dynamics CRM field that contains the
data to define the grouping.
Time interval. For datetime fields, group the data by Month, Day, Week, or
Year.
Sort order. Sort order for displaying the groups.
Column width. Width of the column heading in pixels.
Summary type. You can group records by a count of matching records.
iii. To reorder the grouping levels, use the up and down arrows in the Common
Tasks section.
iv. Click or tap OK.
To define the sort order within each group, click or tap Configure Sorting, select a
column and sort order, and then click or tap OK.
To limit reports to groups with the highest or lowest values, click or tap Set Top or
Bottom Number:
i. Select Top or Bottom.
ii. Select the number of groups to display.
iii. Click or tap OK.
2. Define which columns to display in the report. You can display columns that show data
from a record, or columns that show summary information:
a. For each column you want to include, click or tap Click here to add a column:
Record type. You can select records from the primary record type you selected,
and from any related record types. If you selected a secondary record type, you
can also select records from the secondary record type and its related records
types.
Column. The name of the Microsoft Dynamics CRM field that contains the data
to display or summarize.
Data type. The data type of the column, one of: primarykey, nvarchar, picklist,
bit, decimal, int, float, money, ntext, datetime, owner, lookup.
Name. The name used in the database.
Column width. The width in pixels of the column.
Summary type. The specific type of summaries available depends on the data
type of the column.
None: lookup, datetime, owner, picklist, bit, ntext
Average, Maximum, Minimum, Percent of Total, Sum: all numeric record types
(decimal, int, float, money)
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Include unformatted value column check box for fields of type Date Only, Date
and Time, Whole Number, Decimal, Currency, or Floating Point Number. This
adds a column, which contains the unformatted value of the fields, to the report.
Use the left and right arrows to reorganize the columns.
b. Click or tap OK.
3. Click or tap Next.
See Also
Create, edit, or copy a report using the Report Wizard
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1. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work area: Sales,
Service, or Marketing. The work area name appears on the nav bar.
2. Click or tap the area name, and the click or tap Reports.
3. In the list of reports, select the report, and on the command bar, click or tap Edit.
4. On the Actions menu, click or tap Make Report Available to Organization.
1. Make sure you have the System Administrator security role or equivalent permissions in
Microsoft Dynamics CRM.
342
3. Click or tap Components > Reports, and then click or tap the report that you want to
share.
4. Click or tap Actions.
a. To change the owner, select Assign, and then select the user or team.
b. To share the report, select Sharing, add the user or team you want to share the
report with, and then give them specific permissions. Click Share.
5. Click or tap Save or Save and Close.
See Also
Report Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online
Download a report
To edit a default report, you can download the report from Microsoft Dynamics CRM to a
computer that is set up with the report development environment, and then make the necessary
changes.
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3. Click Save, and specify the location in which to save the file. If you‘re creating a new
report rather than modifying a report, rename the file.
4. In the Download Complete dialog box, click Close.
See Also
Create, edit, or copy a report using the Report Wizard
Create a Custom Fetch-Based Reporting Services Report
Ownership of reports
System reports are available to all users. Individuals who own reports can share them with
specific colleagues or teams, or can make the reports available to the organization, so that all
users can use them.
Report types
Microsoft Dynamics CRM supports two types of report:
Microsoft SQL Server Reporting Services report. These reports use SQL queries and
filtered views to retrieve report data. Filtered views restrict the data to what is available to the
security role of the person running the report. All the default reports that ship with Microsoft
Dynamics CRM are SQL-based reports.
You cannot access filtered views in Microsoft Dynamics CRM Online because access to the
SQL database is not supported. Thus, if you have a Microsoft Dynamics CRM Online
subscription, use Fetch-based reports for custom reporting.
Fetch-based Reporting Services report. These reports use FetchXML queries that are
proprietary to Microsoft Dynamics CRM instead of filtered views to retrieve data for reports.
Reports that you create by using the Report Wizard in Microsoft Dynamics CRM are Fetch-
based reports.
The other reports can be:
Links to webpages
Static files
Dynamic Microsoft Office Excel files that read data from the Microsoft Dynamics CRM
database
For each report, you can edit the following properties:
File name or URL
Display name
Description
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Information about where the report displays in the user interface
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Reports in solutions
In Microsoft Dynamics CRM, reports are solution aware. Adding a report as a component to a
solution makes it become a single unit of software that extends Microsoft Dynamics CRM
functionality and the user interface. Only reports that are organization-owned or visible to the
organization can be added to solutions.
Note
To find if a report is viewable to the organization: In the list of reports, select a report, and
click or tap Edit. Then, on the Administration tab, see if Viewable By is set to
Organization.
You can add, import, or export snapshots of reports as part of a solution. In Microsoft Dynamics
CRM, reports, sub reports, report category, report display area, and report-related record type are
considered as components of a report set. When you import a solution update in a non-overwrite
mode, any updates by the solution to a report will be ignored if any component of the report set
has been customized.
See Also
Create, edit, or copy a report using the Report Wizard
Available reports
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Neglected Cases
Use this report to identify cases that have not been contacted recently. The report displays a
chart of cases that have had no changes to activities, notes, or the case itself in the specified
number of days, and no scheduled activities.
By default, this report displays only active cases with no activities or notes in the number of days
specified by the person running the report.
The data in this report comes from the following forms:
Activity
Appointment
Case
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
347
Customize and organize reports
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Campaign Comparison
Use this report to identify your most and least successful campaigns. The report compares two
campaigns based on parameters such as cost effectiveness and number of responses.
By default, this report displays only data available based on the two reports you select.
The data in this report comes from Campaigns form.
348
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Campaign Performance
Use this report to track the progress and status of your campaigns. The report provides a detailed
view, including all the dates, targets, definitions, responses, and financial returns from each
campaign.
By default, this report displays only campaigns modified in the last 30 days.
The data in this report comes from the following forms:
Campaign Activity form
Campaigns form
Marketing List form
Product form
Sales Literature form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Activities
Use this report to identify patterns in activities. Activities can be grouped by owner or activity type,
or by the record the activity is regarding.
By default, this report only displays activities created within the last week and considers only the
activities that are related to case or opportunity records.
The data in this report comes from the Activity form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
349
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Products by Contact
Use this report to see which products are used by a contact. For each contact, the report lists the
associated products.
By default, this report displays only line items for orders that don't have a status of Canceled, and
line items for opportunities that have a status of Won.
The data in this report comes from:
Close Opportunity dialog box
Order form
Product form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
350
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Invoices
Use this report to print invoices.
If you run this report from a list without selecting any records, the report generates a customer-
ready invoice for each invoice record in the system. If you run this report from within a specific
record, the report generates a customer-ready invoice only for the record you were working with.
The data in this report comes from the Invoice form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Invoice Status
Use this report to view your accounts receivable. The chart displays the number of invoices
grouped by status with the total amount of invoices in each status.
By default, this report displays only active accounts or contacts.
The data in this report comes from the Invoice form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
351
Lead Source Effectiveness
Use this report to compare how effective your lead sources are at generating quality
opportunities. The report lists the percentage of qualified leads, and leads that generate revenue
for each lead category.
By default, this report displays all leads.
The data in this report comes from the Lead form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Neglected Leads
Use this report to identify any leads that have not been contacted. The report displays a chart of
leads that have had no associated activities or notes during a specified time period.
By default, this report displays only active leads, with no activities or notes, in the number of days
specified by the person running the report.
The data in this report comes from the Lead form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Orders
Use this report to print orders.
If you run this report from a list without selecting any records, the report generates a customer-
ready order for each active order record in the system. If you run this report from within a specific
record, the report generates a customer-ready order only for the record you were working with.
The data in this report comes from the Order form.
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If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Customize and organize reports
Run a report
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Quotes
Use this report to print quotes.
If you run this report from a list without selecting any records, the report generates a customer-
ready quote for each quote record in the system. If you run this report from within a specific
record, the report generates a customer-ready quote only for the record you were working with.
The data in this report comes from the Quote form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
353
See Also
Run a report
Customize and organize reports
Sales History
Use this report to view a history of sales performance by sales representative. The report displays
a chart of both lost and earned revenue. The report uses data only from the closed opportunities,
and calculates the earned revenue from Won opportunities and the lost revenue from the lost
opportunities.
The data in this report comes from the following forms:
Account form
Contact form
Opportunity form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
354
Account Distribution
Use this report to identify patterns in your top revenue-generating accounts using two charts. The
earned revenue chart displays the earned revenue grouped by a market facet, such as product,
territory, or industry. The accounts count chart displays the amount of earned revenue using the
same grouping as the earned revenue chart.
This report is generated from revenue that is based on opportunity records that are closed as
won. Other revenue is not measured in the report.
The data in this report comes from the Account form.
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Account Overview
Use this report to obtain a one-page overview of everything occurring with an account. The
report displays a profile of the account, contact information, and summaries of opportunities and
case activities.
For opportunities, this report displays two charts. The Active Opportunities by Probability chart
displays the active opportunities grouped by the probability of the opportunities turning into a sale.
The Opportunity by Current State chart displays the state the opportunities are currently in.
For cases, this report displays two charts. The All Closed Cases by Customer Satisfaction
displays the closed cases grouped by customer satisfaction level. The All Cases by Status
displays the cases grouped by the status.
By default, this report displays only accounts that have been modified within the last 30 days.
The data in this report comes from:
Account form
Appointment form
Case form
Contact form
E-mail form
Fax form
Opportunity form
Phone Call form
Service Activity form
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Task form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a Report
Customize and organize reports
Products by Account
Use this report to see which products are used by an account. For each account, the report lists
the associated products.
By default, this report displays only line items for orders that don't have a status of Canceled, and
line items for opportunities that have a status of Won.
The data in this report comes from:
Close Opportunity dialog box
Opportunity form
Order form
Product form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Account Summary
Use this report to determine historically what has occurred with an account. This report also
displays what is scheduled to occur in the future. The report displays a chronological summary for
an account, including sales and service activities, notes, and records.
This report cannot display more than 10 accounts at a time.
The data in this report comes from:
Activity form
Case form
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Contact form
Contract form
Invoice form
Note form
Opportunity form
Order form
Quote form
If some data is missing from the report, see Run a report
Tip
To quickly view the Account Summary report for an account, open the account record.
On the Account tab, in the Data group, click Run Report, and then click Account
Summary.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Neglected Accounts
Use this report to identify accounts that have not been contacted recently. The report displays a
chart with accounts that have had no activities completed in a specified number of days.
By default, this report displays only active accounts, with no activities or notes, in the number of
days specified by the person running the report.
The data in this report comes from the following:
Account form
Task form
Phone Call form
E-mail form
Letter form
Appointment form
Service Activity form
Campaign Response form
Account form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
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This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Run a report
Customize and organize reports
Sales Pipeline
Use this report to see anticipated potential sales. The report displays a chart of potential sales
grouped by user, sales territory, customer territory, date, products, rating, or sales stage.
Note
Opportunities (potential sales) can be filtered based on the sales stages the opportunities
are in. The sales process with stages can be implemented using a workflow (process).
If you group data by product, this report cannot display user provided revenue from opportunities.
The data in this report comes from the following forms:
Opportunity form
Territory form
If some data is missing from the report, see Troubleshoot problems with data not displaying in a
report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Customize and organize reports
Creating and Using Workflows
User Summary
Use this report to identify contact information and Microsoft Dynamics CRM security roles for all
Microsoft Dynamics CRM users.
The data in this report comes from the Users form.
If data does not match the criteria for the report, it won't be displayed. If some data is missing
from the report, see Troubleshoot problems with data not displaying in a report.
Note
This topic documents the default report as it was shipped. To find out if this report has
been customized, contact your report administrator or system administrator.
See Also
Create, edit, or copy a report using the Report Wizard
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Run a report
Accessibility
Accessibility for people with disabilities
Microsoft is committed to making its products and services easier for everyone to use. Microsoft
Dynamics CRM offers assistance through keyboard shortcuts to address issues faced by people
with limited dexterity or motion disabilities.
Note
For more information about features, products, and services that make Microsoft
products more accessible for all users, on the Start menu, click or tap Help and
Support, and then click or tap Personalization.
If you‘re using High Contrast settings in either your browser or operating systems, you should
also set the High Contrast option in your personal options. More information: Set Personal
Options
Users who don‘t use a mouse can use a keyboard to navigate the user interface and complete
actions. The ability to use the keyboard in this way is a result of support for keyboard interactions
that a browser provides. More information: Keyboard shortcuts
For accessibility information for specific browsers, visit the following websites:
Internet Explorer 9 accessibility
Firefox accessibility features
Safari accessibility features
Google Chrome accessibility technical documentation
Administrators and users who have administrative responsibilities for on-premises deployments of
Microsoft Dynamics CRM 2013 also use Microsoft Dynamics CRM Deployment Manager, a
Microsoft Management Console (MMC) application, to manage on-premises deployments of
CRM. For more information, see the following MMC accessibility topics:
Navigation in MMC Using the Keyboard and Mouse
MMC Keyboard Shortcuts
See Also
Microsoft Accessibility
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Keyboard shortcuts
The shortcut keys described in this section refer to the U.S. keyboard layout. Keys on other
layouts might not correspond exactly to the keys on a U.S. keyboard.
To Press
Tab
Open the lookup menu with the most recently Alt+Down Arrow
used items in alphabetical order
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To Press
To Press
Switch Filter Keys on and off Right Shift for eight seconds
Switch Toggle Keys on and off Num Lock for five seconds
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Mac keyboard shortcuts
These keyboard shortcuts apply when using a Mac.
Access keys Alt + Access key Ctrl + Alt + Access For example, the Next
key button uses N as its
access key.
Microsoft Dynamics Ctrl + key Ctrl + key For example, move to the
CRM Shortcut keys first tab in the ribbon
control with Ctrl + {. Save
using Ctrl + S.
See Also
Accessibility for people with disabilities
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This document is provided "as-is". Information and views expressed in this document, including
URL and other Internet Web site references, may change without notice.
Some examples depicted herein are provided for illustration only and are fictitious. No real
association or connection is intended or should be inferred.
This document does not provide you with any legal rights to any intellectual property in any
Microsoft product. You may copy and use this document for your internal, reference purposes.
© 2013 Microsoft Corporation. All rights reserved.
Microsoft, Active Directory, ActiveX, Azure, BizTalk, JScript, Microsoft Dynamics, Outlook,
SharePoint, SQL Server, Visual Basic, Visual Studio, Windows, Windows Server, and Windows
Vista are trademarks of the Microsoft group of companies.
All other trademarks are property of their respective owners.
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