8913-En Applications in CRM Student Manual

COURSE 8913: APPLICATIONS IN MICROSOFT DYNAMICS CRM 4.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
December 2007 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property.
2005 Microsoft Corporation. All rights reserved. Microsoft and Solomon are either trademarks or registered trademarks of Microsoft Corporation or Dynamics GP Software, Inc. or their affiliates in the United States and/or other countries. Dynamics GP Software, Inc. is a subsidiary of Microsoft Corporation. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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Table of Contents Introduction to Microsoft Dynamics CRM 0-1
Objectives...........................................................................................................0-1 Introduction.........................................................................................................0-1 E-Learning..........................................................................................................0-1 Foundation Library .............................................................................................0-1 Courses ..............................................................................................................0-2 Quick Interaction: Lessons Learned ...................................................................0-8
Chapter 1: Introduction to Microsoft Dynamics CRM
1-1
Objectives...........................................................................................................1-1 Introduction.........................................................................................................1-1 Gaining a Competitive Advantage through CRM................................................1-2 Understanding Customer Relationships in Microsoft Dynamics CRM................1-3 Balancing Usability and Reporting .....................................................................1-3 Managing Processes with Microsoft Dynamics CRM .........................................1-4 Summary ............................................................................................................1-6 Test Your Knowledge .........................................................................................1-7 Quick Interaction: Lessons Learned ...................................................................1-8 Solutions.............................................................................................................1-9
Chapter 2: Understanding Microsoft Dynamics CRM Software
2-1
Objectives...........................................................................................................2-1 Introduction.........................................................................................................2-1 Understanding the Microsoft Dynamics CRM Server and Client Options ..........2-2 Accessing Microsoft Dynamics CRM..................................................................2-4 Understanding the Microsoft Dynamics CRM User Interface .............................2-5 Getting Help .......................................................................................................2-8 Personalizing the CRM Experience....................................................................2-8 Summary ............................................................................................................2-9 Test Your Knowledge .......................................................................................2-10 Quick Interaction: Lessons Learned .................................................................2-11 Solutions...........................................................................................................2-12
Chapter 3: Using Microsoft Dynamics CRM in a Global Market
3-1
Objectives...........................................................................................................3-1 Introduction.........................................................................................................3-1 Understanding Multi-Language Support in Microsoft Dynamics CRM ...............3-2 Understanding Multi-Currency Support in Microsoft Dynamics CRM.................3-3 Setting Personal Options....................................................................................3-4 Summary ............................................................................................................3-6 Test Your Knowledge .........................................................................................3-7 Quick Interaction: Lessons Learned ...................................................................3-9 Solutions...........................................................................................................3-10
Chapter 4: The Customer-centered View
4-1
Objectives...........................................................................................................4-1 Introduction.........................................................................................................4-1 Viewing the Customer through Microsoft Dynamics CRM..................................4-2 Microsoft Dynamics CRM in Your Organization .................................................4-4
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Applications in Microsoft Dynamics CRM 4.0

Implementing Processes to Support Microsoft Dynamics CRM .........................4-5 Understanding Customer Records .....................................................................4-8 Relationships Between Customer Records ......................................................4-11 Understanding Record Ownership and Assignment.........................................4-14 Using Activities to Track Customer Interactions ...............................................4-15 Using Workflows...............................................................................................4-18 Finding and Maintaining Data...........................................................................4-22 Using Duplicate Detection ................................................................................4-25 Understanding the Subject Tree.......................................................................4-27 Summary ..........................................................................................................4-28 Test Your Knowledge .......................................................................................4-29 Lab 4.1 - Creating Account and Contact Records ............................................4-32 Lab 4.2 - Accounts and Contacts .....................................................................4-34 Quick Interaction: Lessons Learned .................................................................4-36 Solutions...........................................................................................................4-37
Chapter 5: Using the Microsoft Dynamics CRM Client for Outlook
5-1
Objectives...........................................................................................................5-1 Introduction.........................................................................................................5-1 Understanding Microsoft Dynamics CRM for Outlook ........................................5-2 Understanding Integration Between Microsoft Dynamics CRM and Outlook .....5-3 Understanding Records in Microsoft Dynamics CRM for Outlook......................5-3 E-mail Management in Microsoft Dynamics CRM for Outlook ...........................5-6 Creating Mail Merge Documents ........................................................................5-9 Understanding Differences Between Outlook Clients.......................................5-14 Synchronizing CRM Data .................................................................................5-16 Summary ..........................................................................................................5-18 Test Your Knowledge .......................................................................................5-19 Lab 5.1 - Creating an Opportunity and an Appointment From an Inbound E-mail5-21 Quick Interaction: Lessons Learned .................................................................5-25 Solutions...........................................................................................................5-26
Chapter 6: An Introduction to Sales
6-1
Objectives...........................................................................................................6-1 Introduction.........................................................................................................6-1 Introducing Sales Management..........................................................................6-2 Managing Leads .................................................................................................6-4 Managing Opportunities .....................................................................................6-5 Processing Sales Orders....................................................................................6-6 Managing Products and Pricing..........................................................................6-7 Keeping Track of Competitors ............................................................................6-8 Managing Sales Literature .................................................................................6-9 Summary ..........................................................................................................6-11 Test Your Knowledge .......................................................................................6-12 Lab 6.1 - Create Competitors ...........................................................................6-14 Quick Interaction: Lessons Learned .................................................................6-15 Solutions...........................................................................................................6-16
Chapter 7: Opportunity Management
7-1
Objectives...........................................................................................................7-1
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Introduction.........................................................................................................7-1 Understanding Opportunities..............................................................................7-2 Sales Processes and the Sales Pipeline Report ................................................7-3 Creating Opportunities .......................................................................................7-8 Working with Opportunities...............................................................................7-10 Closing Opportunities .......................................................................................7-14 Summary ..........................................................................................................7-17 Test Your Knowledge .......................................................................................7-18 Quick Interaction: Lessons Learned .................................................................7-24 Solutions...........................................................................................................7-25
Chapter 8: Managing Leads
8-1
Objectives...........................................................................................................8-1 Introduction.........................................................................................................8-1 Using Leads in Microsoft Dynamics CRM ..........................................................8-2 Creating and Importing Leads ............................................................................8-4 Demonstration: Converting a E-mail Activity to a Lead ......................................8-8 Tracking and Converting Leads..........................................................................8-9 Demonstration: Convert a Lead .......................................................................8-10 Disqualifying and Reactivating Leads ..............................................................8-11 Reporting on Leads ..........................................................................................8-12 Summary ..........................................................................................................8-12 Test Your Knowledge .......................................................................................8-13 Lab 8.1 - Managing and Creating Leads ..........................................................8-16 Lab 8.2 - Create Leads.....................................................................................8-17 Lab 8.3 - Qualify and Convert Leads................................................................8-19 Quick Interaction: Lessons Learned .................................................................8-21 Solutions...........................................................................................................8-22
Chapter 9: Using the Product Catalog
9-1
Objectives...........................................................................................................9-1 Introduction.........................................................................................................9-1 Understanding the Product Catalog ...................................................................9-2 Unit Groups ........................................................................................................9-6 Adding Products .................................................................................................9-9 Creating Price Lists ..........................................................................................9-10 Creating Discount Lists ....................................................................................9-13 Summary ..........................................................................................................9-16 Test Your Knowledge .......................................................................................9-17 Lab 9.1 - Create a Unit Group and a Price List ................................................9-19
Chapter 10: Sales Order Processing
10-1
Objectives.........................................................................................................10-1 Introduction.......................................................................................................10-1 Understanding Sales Order Processing ...........................................................10-2 Creating and Revising Quotes .........................................................................10-2 Creating and Tracking Orders ..........................................................................10-5 Creating and Closing Invoices..........................................................................10-7 Summary ........................................................................................................10-10 Test Your Knowledge .....................................................................................10-11
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Lab 10.1 - Convert a Quote to an Order.........................................................10-13 Quick Interaction: Lessons Learned ...............................................................10-15 Solutions.........................................................................................................10-16
Chapter 11: Sales Reporting
11-1
Objectives.........................................................................................................11-1 Introduction.......................................................................................................11-1 Evaluating Sales Data ......................................................................................11-2 Measuring Performance with Sales Productivity Reports.................................11-2 Using Export to Excel .......................................................................................11-5 Using the Report Wizard ..................................................................................11-7 Summary ..........................................................................................................11-9 Test Your Knowledge .....................................................................................11-10 Quick Interaction: Lessons Learned ...............................................................11-15 Solutions.........................................................................................................11-16
Chapter 12: Understanding Marketing Campaigns
12-1
Objectives.........................................................................................................12-1 Introduction.......................................................................................................12-1 Benefits of Closed Loop Marketing...................................................................12-2 Marketing Campaigns Versus Quick Campaigns .............................................12-2 Using Quick Campaigns ...................................................................................12-3 Understanding Marketing Campaigns ..............................................................12-5 Managing Campaign Responses .....................................................................12-8 Analyzing Campaigns.......................................................................................12-8 Summary ..........................................................................................................12-9 Test Your Knowledge .....................................................................................12-10 Quick Interaction: Lessons Learned ...............................................................12-12 Solutions.........................................................................................................12-13
Chapter 13: Planning and Creating Marketing Campaigns
13-1
Objectives.........................................................................................................13-1 Introduction.......................................................................................................13-1 Creating Quick Campaigns ..............................................................................13-2 Creating a Marketing Campaign.......................................................................13-5 Creating and Using Marketing Lists................................................................13-10 Creating and Using Campaign Templates......................................................13-12 Summary ........................................................................................................13-16 Test Your Knowledge .....................................................................................13-17 Lab 13.1 - Quick Campaigns ..........................................................................13-19 Lab 13.2 - Create a Marketing Campaign ......................................................13-20 Lab 13.3 - Campaign Tasks and Activities .....................................................13-23 Quick Interaction: Lessons Learned ...............................................................13-24 Solutions.........................................................................................................13-25
Chapter 14: Managing Marketing Campaigns
14-1
Objectives.........................................................................................................14-1 Introduction.......................................................................................................14-1 Distribute Campaign Activities..........................................................................14-2 Monitoring Marketing Campaigns.....................................................................14-3
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Capturing and Viewing Campaign Responses .................................................14-4 Working With Campaign Responses................................................................14-7 Analyzing Marketing Information ....................................................................14-10 Summary ........................................................................................................14-15 Test Your Knowledge .....................................................................................14-16 Lab 14.1 - Create a Campaign Response ......................................................14-20 Quick Interaction: Lessons Learned ...............................................................14-22 Solutions.........................................................................................................14-23
Chapter 15: Understanding Service Management
15-1
Objectives.........................................................................................................15-1 Introduction.......................................................................................................15-1 Getting Started with Service Management .......................................................15-2 Understanding Subject Trees ...........................................................................15-3 Understanding the Service Management Process Flow...................................15-5 Summary ..........................................................................................................15-9 Test Your Knowledge .....................................................................................15-10 Quick Interaction: Lessons Learned ...............................................................15-12 Solutions.........................................................................................................15-13
Chapter 16: Managing Contracts
16-1
Objectives.........................................................................................................16-1 Introduction.......................................................................................................16-1 Understanding Contracts..................................................................................16-2 Creating and Managing Contract Templates....................................................16-6 Creating a Contract and Contract Lines ...........................................................16-8 Modifying Contracts and Contract Lines.........................................................16-13 Renewing Contracts .......................................................................................16-14 Working with Contracts...................................................................................16-16 Summary ........................................................................................................16-17 Test Your Knowledge .....................................................................................16-18 Lab16.1 - Creating Contracts and Contract Lines ..........................................16-20 Lab16.2 - Using Hold, Release Hold, and Renew Contract ...........................16-22 Quick Interaction: Lessons Learned ...............................................................16-24 Solutions.........................................................................................................16-25
Chapter 17: Managing Cases
17-1
Objectives.........................................................................................................17-1 Introduction.......................................................................................................17-1 Understanding Case Management...................................................................17-2 Viewing Cases..................................................................................................17-6 Creating Cases.................................................................................................17-7 Assigning and Reassigning Cases .................................................................17-11 Accepting cases .............................................................................................17-12 Viewing, Editing, and Working on Cases........................................................17-13 Resolving Cases ............................................................................................17-15 Sharing Cases ................................................................................................17-18 Reactivating Cases ........................................................................................17-20 Canceling and Deleting Cases .......................................................................17-22 Using Case Management Reports .................................................................17-23
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Summary ........................................................................................................17-23 Test Your Knowledge .....................................................................................17-24 Lab 17.1 - Managing Cases ...........................................................................17-26 Lab 17.2 - Case Creation and Resolution ......................................................17-27 Quick Interaction: Lessons Learned ...............................................................17-29 Solutions.........................................................................................................17-30
Chapter 18: Creating a Knowledge Base
18-1
Objectives.........................................................................................................18-1 Introduction.......................................................................................................18-1 What is the Microsoft Dynamics CRM Knowledge Base? ................................18-2 Working with Article Templates ........................................................................18-4 Creating and Submitting Articles ......................................................................18-7 Approving, Publishing, and Rejecting an Article...............................................18-9 Finding Information in the Knowledge Base ...................................................18-11 Summary ........................................................................................................18-13 Test Your Knowledge .....................................................................................18-14 Lab 18.1 - Creating, Submitting, and Publishing Knowledge Base Articles ...18-16 Lab 18.2 - Reviewing, approving and rejecting Knowledge Base Articles......18-18 Quick Interaction: Lessons Learned ...............................................................18-20 Solutions.........................................................................................................18-21
Chapter 19: Managing Service Queues
19-1
Objectives.........................................................................................................19-1 Introduction.......................................................................................................19-1 Overview of Queues .........................................................................................19-2 Setting Up Public Queues ................................................................................19-4 Deleting Queues...............................................................................................19-7 Working with Queues .......................................................................................19-8 Summary ........................................................................................................19-10 Test Your Knowledge .....................................................................................19-11 Lab 19.1 - Creating and Assigning to Queues................................................19-13 Quick Interaction: Lessons Learned ...............................................................19-15 Solutions.........................................................................................................19-16
Chapter 20: Service Scheduling Life Cycle
20-1
Objectives.........................................................................................................20-1 Introduction.......................................................................................................20-1 Service Scheduling Introduction and Terminology ...........................................20-2 Service Scheduling Scenarios..........................................................................20-4 Service Scheduling Process Flow ....................................................................20-7 Demonstration ..................................................................................................20-8 Summary ........................................................................................................20-10 Quick Interaction: Lessons Learned ...............................................................20-14
Chapter 21: Scheduling Services For Your Customers
21-1
Objectives.........................................................................................................21-1 Introduction.......................................................................................................21-1 Scheduling Services .........................................................................................21-2 Navigating and Booking Service Activities in the Service Calendar .................21-3
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Booking Service Activities in the Service Calendar ..........................................21-5 Demonstration: Create and Schedule a Service Activity Using the Service Calendar...........................................................................................................21-6 Scheduling Service Activities ...........................................................................21-7 Close, Cancel, or Reschedule a Service Activity............................................21-12 Demonstration: Reschedule a Service Activity...............................................21-13 View Service Activities and Appointments......................................................21-14 Setting Service Activity Preferences for Customers .......................................21-17 Summary ........................................................................................................21-17 Test Your Knowledge .....................................................................................21-19 Lab 21.1 - Scheduling a Service Activity for a Case.......................................21-22 Lab 21.2 - Create and Schedule a Service Activity ........................................21-24 Lab 21.3 - Following Up on Appointments, Adding Notes, and Changing Service Statuses .........................................................................................................21-27 Quick Interaction: Lessons Learned ...............................................................21-29 Solutions.........................................................................................................21-30
Chapter 22: Maintaining Users and Resources
22-1
Objectives.........................................................................................................22-1 Introduction.......................................................................................................22-1 Scenario ...........................................................................................................22-2 Scheduling Users and Other Resources for Services ......................................22-2 User Work Schedules.......................................................................................22-3 Creating a Group of Resources that can be Scheduled Together....................22-9 View Schedules for Resources.......................................................................22-12 Manage How Resources are Allocated for Service Activities.........................22-13 Create, Edit, or Add Members to a Site..........................................................22-18 Set or Edit Business Closures ........................................................................22-21 Summary ........................................................................................................22-23 Test Your Knowledge .....................................................................................22-24 Lab 22.1 - User Work Schedules....................................................................22-28 Lab 22.2 - Create Business Closures.............................................................22-29 Lab 22.3 - Remove a Resource from a Scheduled Service ...........................22-31 Quick Interaction: Lessons Learned ...............................................................22-33 Solutions.........................................................................................................22-34
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Introduction to Microsoft Dynamics CRM
INTRODUCTION TO MICROSOFT DYNAMICS CRM

Objectives
The objectives are:
Introduction
Training is a vital component of retaining the value of your Microsoft Dynamics CRM investment. Quality training from industry experts helps keep you updated on your solution and develops skills to maximize the value of your solution. Whether choosing e-Learning, instructor-led training, or self-paced study using training manuals, there is a type of training that meets your needs. Additionally, validate your training and demonstrate your expertise with one of many Microsoft Dynamics CRM certification designations. Choose the training or certification type that best enables you to stay ahead of the competition.
E-Learning
Online training for Microsoft Dynamics CRM products helps you increase your productivity without spending time away from your home or office. e-Learning allows you to learn at your own pace through flexible access to training, therefore proving beneficial for those lacking the time or budget to travel. e-Learning is available as tutorials in the Foundation Library or as an eCourse.
Foundation Library
The Foundation Library is a fee-based collection of overview tutorials specific to the Microsoft Dynamics CRM family of products. These tutorials have the following features: Covers a broad range of topics at a high level, and typically does not exceed 60 minutes in length. Provides tips and tricks to show you how to increase productivity and save time. Enables you to learn about the changes in features and functionality of a new version. Allows you to evaluate a new Microsoft Dynamics CRM module or product.
Foundation Library subscriptions are available for individual purchase or through partner and customer service plans.
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Courses
eCourses
eCourses are fee-based online training courses designed to cover detailed concepts on specific product areas and can allow you to: Gain in-depth technical and business application training through daily on-demand training. Learn at your own pace - lessons can be stopped and restarted, skipped, or repeated. Save time and increase your productivity. Receive product knowledge comparable to instructor-led training without the need for travel or time away from the office. Gain beneficial training when preparing for Microsoft Dynamics CRM certification exams.
Instructor-Led Training
With instructor-led training, you can gain a solid foundation or refresh your knowledge in Microsoft Dynamics CRM products and processes while learning from an expert in an interactive environment. With courses on a variety of topics, you can: Follow demonstrations and attend presentations. Receive hands-on product experience. Participate in classroom activities and discussions with other attendees. Gain beneficial training when preparing for Microsoft Dynamics CRM certification exams.
Courseware
Courseware can be ordered for the purpose of self-paced study. These materials are comparable to Courseware used with instructor-led training, and enable you to: Learn at your own pace. Refer to an abundance of tips, tricks, and insights. Learn in a self-study format when preparing for Microsoft Dynamics CRM certification exams.
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For selected training manuals there are training extensions which cover countryspecific features of the product. These training extensions are separate training manuals designed to teach local functionality within a given country. Please notice that training extensions are used in conjunction with the Courseware, not as stand-alone training manuals.
Certifications
The Microsoft Dynamics CRM certification program recognizes an individual's expertise in working with a Microsoft Dynamics CRM product for individuals as part of the Microsoft Dynamics CRM certification program.
Microsoft Dynamics CRM Certified Professional

The Microsoft Dynamics CRM Certified Professional credential is intended for professionals who have demonstrated proficiency with at least one series of a Microsoft Dynamics CRM product. In order to become a Microsoft Dynamics CRM Certified Professional, candidates are required to pass one Microsoft Dynamics CRM certification exam.
Microsoft Dynamics CRM Certified Master

Microsoft Dynamics CRM Certified Professionals are eligible to work toward one or more Microsoft Dynamics CRM Certified Master credentials. Masterlevel certifications are premier certifications on Microsoft Dynamics CRM products. They are an accumulation of exams that satisfy a set of predefined requirements. Each master level certification track contains a core group of required exams and variety of elective exams, in which a specified number needs to be taken to achieve certification. Together with core exams, elective exams provide a valid and reliable measure of proficiency and expertise on a specific Microsoft Dynamics CRM product. When an individual achieves a Master level certification, he or she has demonstrated extensive knowledge on a Microsoft Dynamics CRM product, much more than what is needed to achieve a Professional level certification.
Preparation
Training for Microsoft Dynamics CRM can help you develop the skills you need to do your job. However, Microsoft does not expect or intend a course to be the sole preparation method for passing a certification exam. To help prepare for a certification exam, Microsoft highly recommends the use of the preparation guides available for each exam. Preparation guides contain valuable information about a specific exam, including: The target audience Skills being measured Time and passing requirements
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Question types and topics Preparation tools, such as: - recommended training - supplemental learning resources - additional recommended skills NOTE: For more information on eLearning,instructor-led training, Courseware, training manuals, and certificationsfor Microsoft Dynamics CRM products visit http://www.microsoft.com/businesssolutions(http://www.microsoft.com/business solutions)servicestraining
Microsoft Dynamics CRM Training Courseware Elements

Training Courseware for Microsoft Dynamics CRM products contains a number of sections or elements. Each chapter includes the following elements:
Objectives
Each chapter begins with a statement of the learning objectives for the chapter. Learning objectives are important because they inform you about what needs to be done to successfully complete the chapter.
Introduction
An introduction sets the stage for the learning to take place and prepares you with key statements of the chapter.
Topics
Chapters are split into topic areas, usually according to the learning objectives for the chapter. This is beneficial in large chapters because the knowledge and skills to be learned are split up into more manageable units.
Test your Knowledge

The Test your Knowledge section consists of review questions for each chapter or topic and is designed to help reinforce learning concepts. Questions can be short answer, true and false, multiple-choice, fill-in-the-blank, or any other type. Answers to questions are also provided.
Conclusion
The conclusion wraps up the chapter by highlighting the important parts of the chapter as well as providing a transition to the next chapter. The conclusion also offers an opportunity to refresh earlier learning.
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Labs
Labs test your skills with the learning concepts presented and learned during a topic or chapter. Labs begin with a scenario paragraph which describes the business problem to be solved, and sets the stage for the exercise. Solutions to the labs are also provided. Labs may be offered at different levels to accommodate the variety of skills and expertise of each student.
Challenge Yourself!
Challenge Yourself! labs are the most challenging. These exercises are designed for the experienced student who requires little instruction to complete the required task. This level of exercise states the business problem to be solved and describes the tasks the learner needs to complete.
Need a Little Help?

These exercises are designed to challenge students while providing some assistance. These exercises do not provide step-by-step instructions; however, they provide the user with helpful hints and more information to complete the lab. We suggest you try the Challenge Yourself! labs first, and if you need help completing the task, look to the information in the Need a Little Help? labs.
Quick Interaction: Lessons Learned

At the end of each chapter within the Microsoft Dynamics CRM Training Courseware, you will find a Quick Interaction: Lessons Learned page. This interaction is designed to provide you with a moment to reflect on the material you have learned. By outlining three key points from the chapter, you are maximizing knowledge retention and providing yourself with an excellent resource for reviewing key points after class.
About This Course

This section provides you with a brief description of: The course Audience Suggested prerequisites Course objectives Student materials Related certification exams
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Description
This one-day course explores the Microsoft Dynamics CRM application from a user's perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, Marketing Automation, Sales Management, Service Management, and Service Scheduling. This application course does not include materials or instructor discussion of Microsoft Dynamics CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration, or Data Migration. This course teaches the processes and functionality used by marketing managers and marketing representatives. It begins with an introduction to the core concepts of Microsoft Dynamics CRM and then an overview of the business solutions processes. Subsequent lessons explore the solutions in greater detail. A thorough understanding of the marketing processes in Microsoft Dynamics CRM helps you to get the most out of your system.
Audience
Microsoft Dynamics CRM training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft Dynamics CRM in their organization. The class is targeted toward marketing representatives, administrators, office managers, CEOs, and consultants who need to understand the technical aspects of Microsoft Dynamics CRM and gain foundational knowledge of the application functionality.
At Course Completion
After completing this course, students should understand: Microsoft Dynamics CRM User Interface and application terminology Basic and advanced navigation and record maintenance Microsoft CRM Client for Microsoft Office Outlook functionality and synchronization Planning and budgeting tasks related to marketing campaigns Create and manage customer lists Create marketing campaigns Manage campaigns and track campaign responses Account, Contact, Lead, Opportunity, and Activity record management Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management Microsoft Dynamics CRM Advanced Find functionality to evaluate customer data
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Prerequisites
Before attending this course, students must have: General knowledge of Microsoft Windows An understanding of Customer Relationship Management solution processes and practices
Student Materials
The student materials include comprehensive courseware and other necessary materials for this class. Certification Exams This course helps to prepare for the Microsoft Dynamics CRM Applications exam.
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Take a moment and write down three key points you have learned from this chapter: 1.
2.
3.
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CHAPTER 1: INTRODUCTION TO MICROSOFT DYNAMICS CRM

Objectives
The objectives are: Understand the benefits of using Microsoft Dynamics CRM to support a CRM strategy. Identify the functionality and purpose of the Microsoft Dynamics CRM sales module. Identify the foundation of customer relationships in Microsoft Dynamics CRM. Understand how Microsoft Dynamics CRM balances the needs of usability and reporting to benefit both management and staff.
Introduction
This lesson describes the overall value of creating and implementing a CRM strategy to an organization. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service. The lesson includes a brief introduction to each of the modules.
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Gaining a Competitive Advantage through CRM

Customer relationship management (CRM) is an important business strategy that differentiates an organization from its competition. Organizations that pay attention to customers and take actions to improve the customer experience gain a competitive advantage. Historically, organizations built structure around the products and services they create and sell. The focus was on: Achieving economies of scale through mass production Product innovation Mass marketing and product branding
These are important considerations, but they do not take the customer experience into account. Customers are not loyal to businesses that focus on these areas alone. The goal of CRM is to provide a complete view of the customer experience with the organization. When an organization understands all the interactions that form the customer experience, it gains important information about its customers needs. The organization can then use this information to be more effective at meeting customers current and future needs. It can also identify customers whose needs cannot be met profitably.
Building Customer Value

When an organization can anticipate and respond to the needs of customers, and aligns its products and services accordingly, it can begin to build customer value. Customer value means that the organization makes products and services so satisfying, convenient, or valuable to customers that they want to devote their time and money to the organization than to any competitor. When customer value is achieved, it is possible for an organization to successfully offer new products and services to existing customers. This opportunity to upsell and cross-sell existing customers is how CRM allows an organization to compete with competitors that may have a larger market share.
Supporting a CRM Strategy with Microsoft Dynamics CRM

It is important to understand that CRM is a business strategy. Microsoft Dynamics CRM is an application designed to help an organization achieve this business strategy. Microsoft Dynamics CRM provides the tools that help an organization move forward, but to achieve the maximum value, the organization must develop a CRM strategy and then use Microsoft Dynamics CRM to execute the tactics that will achieve its business goals.
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Microsoft Dynamics CRM supports the entire organization through a set of modules organized by functional area: sales, marketing, and service. These modules form the centralized database through which all of the departments in the organization can access the information and the tools they need to be more effective with customers.
Understanding Customer Relationships in Microsoft Dynamics CRM

At the heart of the Microsoft Dynamics CRM system is the customer record. Microsoft Dynamics CRM gives users a sophisticated yet easy-to-use way to store and use different types of information about customers. Customers can be any organization or person at the heart of an organization. These can include traditional business-to-consumer customers, such as the clients of a retail operation, or business-to-business customers, such as the clients of a technology consulting firm. Non-traditional customers, such as the members of a nonprofit organization or the members of a community served by a government agency, can also be represented. There are two types of customer records: accounts and contacts. An account record represents an organization and a contact record represents an individual person. Accounts and contacts can be related to other accounts and contacts in various ways to model business relationships in real-world organizations. In addition, the entities within the sales, customer service, and marketing modules in the system are all tied to customers.
Balancing Usability and Reporting

Microsoft Dynamics CRM provides tools for both management and staff. This is critical to balancing between the potentially conflicting needs of reporting and usability. Management wants detailed reports about the business, which are useful but require a lot of accurate data to produce. Staff members need a tool that allows them to be more efficient; otherwise, the data entry requirements can be onerous. Microsoft Dynamics CRM can provide value to the worker-enough value to make it worth the time to enter and update information in the system. In addition, many features of Microsoft Dynamics CRM are designed to make data capture easy. Many of these features are found within Microsoft Dynamics CRM for Outlook, which provides an easy-to-use interface for staff members. The system also provides workflow management, which helps improve individual and organizational efficiency. Finally, Microsoft Dynamics CRM includes query tools and data entry shortcuts to help information workers to find and manipulate the data they need.
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Managing Processes with Microsoft Dynamics CRM

Microsoft Dynamics CRM is organized into three major modules. These modules share a common database but provide different functionality. The first, sales, manages sales processes or similar processes that involve managing opportunities (such as recruiting, fundraising, or membership drives). The second, marketing, manages marketing or other mass communications processes. The last, customer service, manages service or other case- or incident-based processes.
Managing the Sales Process with Microsoft Dynamics CRM

Microsoft Dynamics CRM sales management includes all the tasks associated with creating sales opportunities and closing deals. This includes: Prospecting and qualifying leads, and managing opportunities, contacts, and accounts. Tracing the stages of deal closure. Managing and tracking communications between salespeople and customers, starting direct e-mail campaigns, and measuring their success. Maintaining a database of product information in a format that is easy for the sales force to access, either online in the office or offline at a customer site.
Microsoft Dynamics CRM is designed to help an organization acquire and retain customers and reduce the time spent on administrative tasks. It provides a robust account management system that automatically tracks sales-related activities and revenues. It includes analytical, operational, and collaborative tools you can use to improve and maintain good customer relations. It also provides tools that help assess customer value in terms of the future business they might generate. You can perform this type of analysis early to help the sales department forge strategic corporate sales relationships. The automated sales force management tools in Microsoft Dynamics CRM organize the basic information required to track sales activities and account ownership. This information can also be used to structure the sales force into territories and teams.
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The communication management, direct e-mail management, and sales process management tools in Microsoft Dynamics CRM measure both the tangible and intangible factors that affect the bottom line: customer satisfaction and sales force effectiveness. Even if profits are up overall, tracking revenues generated by individual salespeople and assessing these figures against sales costs provides insight into how the organization is faring. If this analysis reveals, for example, that the amount of time spent on administrative tasks is equal to or greater than the time engaged in sales-related efforts, sales costs are too high, and the sales force is not functioning optimally, then your organization can take steps to improve these areas. Microsoft Dynamics CRM provides automation tools that reduce the time salespeople (and their managers) typically spend performing administrative tasks. Automated sales force management also provides important information about the organization's sales efforts, such as a list of all salespeople and the contacts and opportunities they are working on, sales forecasts for the coming quarter, or a view of the sales activity in each account.
Managing Customer Service with Microsoft Dynamics CRM

Microsoft Dynamics CRM service management includes an extensive set of features designed to increase the efficiency of service and ensure that customers receive the highest level of service. This module provides tools that help create a multi-level customer assistance policy, providing an interactive, interpersonal service that includes call routing and assignment, queue management, call tracking, entitlement processing, problem resolution, logging, monitoring, and performance management. Case management is the primary function of the service module. With Microsoft Dynamics CRM, you can create, view, and track actions and communications related to cases from the time the case is created through to resolution. By providing a structure for tracking customer inquiries, the Microsoft Dynamics CRM service module helps customer service representatives (CSRs): Simplify the case resolution process Improve relationships with customers Better track customer contacts and activities
Microsoft Dynamics CRM service queuing and routing tools are designed to help you improve how incoming requests for customer service are handled by automatically directing cases to the appropriate user. You can modify the queues and routing rules as the organization, product, and customer needs change. The Knowledge Base is a repository of articles containing problem resolution information, best practices, technical details, or any other documentation that business users need to access when addressing and resolving issues. This repository serves as a central location where consistent, relevant information is available to CSRs to help them answer questions about products and services.
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The tracking and reporting features in Microsoft Dynamics CRM enable you to determine the total amount of time spent on a case, and view a breakdown of how the time was spent. You can also create reports to measure statistics such as call lengths, resolutions, and average length of cases.
Automating Marketing Campaigns with Microsoft Dynamics CRM

Microsoft Dynamics CRM marketing campaigns enable marketing departments to create, analyze, and segment targeted customer lists as well as plan and execute campaigns for the customers the company wants to target. It allows you to collect and analyze the results of campaigns, which your marketing team can use to make future marketing decisions and make the most of your marketing dollars. Marketing campaigns are tied directly to the sales module, which enables your sales staff to get the leads that are generated from every marketing campaign. Marketing campaigns include all the tasks associated with marketing activities, which include: Marketing planning and budgeting Creating and managing target lists Planning and creating campaigns Executing and managing campaigns Tracking and marketing information
Microsoft Dynamics CRM marketing campaign functionality includes reports you can use to assess both the operational and financial performance of a campaign. You can use this data to plan, forecast, and target more effectively. This information helps the marketing team assess the quality of lead sources and design campaigns that produce better results with each effort.
Summary
This lesson explained the benefits of using Microsoft Dynamics CRM to implement a CRM business strategy. We covered the basics of customer records and discussed the value of Microsoft Dynamics CRM to both management and staff. The lesson included a brief overview of the sales, service, and marketing modules that form the overall Microsoft Dynamics CRM solution.
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Test Your Knowledge

CRM Goals
1. Which of the following are goals of a CRM system? Select all that apply. (Select all that apply.) ( ) Acquisition and retention of customers ( ) Reduce the time spent on administrative tasks ( ) Achieving economies of scale through mass production ( ) Track sales related activities and revenues
Customer Value
2. What is the benefit of building customer value? Select all that apply. (Select all that apply.) ( ) Charge existing customers more for the products that you sell ( ) Customer satisfaction ( ) Sell more products to existing customers ( ) Understand customer needs
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Solutions
Test Your Knowledge
CRM Goals
1. Which of the following are goals of a CRM system? Select all that apply. (Select all that apply.) () Acquisition and retention of customers () Reduce the time spent on administrative tasks ( ) Achieving economies of scale through mass production () Track sales related activities and revenues
Customer Value
2. What is the benefit of building customer value? Select all that apply. (Select all that apply.) ( ) Charge existing customers more for the products that you sell () Customer satisfaction () Sell more products to existing customers () Understand customer needs
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CHAPTER 2: UNDERSTANDING MICROSOFT DYNAMICS CRM SOFTWARE

Objectives
The objectives are: Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM. Access Microsoft Dynamics CRM. Become familiar with the user interface. Recognize how to access Help. Identify how to personalize Microsoft Dynamics CRM to meet specific interface needs.
Introduction
This lesson introduces the basics of how Microsoft Dynamics CRM is installed and used in your environment. The lesson covers the different types of server and client installations, including Microsoft Dynamics CRM for Outlook. It introduces the application's user interface and its basic use. In addition, it discusses how to access Help while using Microsoft Dynamics CRM. Finally, the lesson explains how users can personalize the Microsoft Dynamics CRM experience.
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Understanding the Microsoft Dynamics CRM Server and Client Options

Microsoft Dynamics CRM is a data-driven client-server application. This means that all data is stored in a central location and served from a centralized server. End users access and work with that data through one of many clients. The server's job is to structure, store, manage, and protect users data and make it available to the clients. The client's job is to provide the user with an interface to access and use the data provided by the server.
Microsoft Dynamics CRM Server Options

The type of Microsoft Dynamics CRM server your organization deploys and uses depends on the business requirements and available information technology infrastructure. There are three choices: on premise, Service Provider Hosted, and Microsoft Dynamics CRM Live. On Premise On Premise is software the organization licenses, installs, and maintains. The organization must install the Microsoft Dynamics CRM server software on a server (hardware) that is owned by the organization. This software runs locally, meaning it is typically installed at a central office or onsite. End user clients can connect to the server via a local network or, if configured to do so, through a virtual private network (VPN), or the Internet. Service Provider Service Provider is similar to on premise, except the organization selects a third party to install and host the Microsoft Dynamics CRM software and server hardware for them. The organization's users then connect to the third party's servers using the Internet to access the software. Microsoft Dynamics CRM Live Unlike the previous two options, Microsoft Dynamics CRM Live is not owned by the organization, but rather, is rented by the organization on an ongoing basis. The organization's users access the Microsoft Dynamics CRM software from the Internet. This option is similar to the service provider model, except the service provider in this case is Microsoft.
Microsoft Dynamics CRM Client Options

Microsoft Dynamics CRM includes three core clients that ship with the product. The first is the Web browser interface to Microsoft Dynamics CRM, which is available from any computer that uses Microsoft Internet Explorer. There are also two versions of Microsoft Dynamics CRM for Outlook. One requires network connectivity and the other supports offline use. These clients are covered in more detail below.
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Microsoft Dynamics CRM clients can work with any of the three server options listed above. Each option supports the Outlook online client, the Outlook offline client, and the web client. NOTE: Because the Microsoft Dynamics CRM platform servers are client independent, clients other than the ones discussed here are available. These clients are out of the scope of this course, but you should be aware that they are available. With custom software development, it is even possible to build your own custom client to meet end-user needs. Microsoft provides two mobile clients: one that can work on Windows Mobile-based devices and one that is community-supported and works on any mobile device that supports HTML browsing. Third-party partners also offer a variety of clients that work on other mobile and specialized devices.
Microsoft Dynamics CRM

The Microsoft Dynamics CRM is an ASP.NET application that runs on a Microsoft Internet Information Services (IIS) application server. This provides web pages that allow end users to simply point their web browser to the application server to directly access Microsoft Dynamics CRM. It is a zero footprint client, which means that nothing needs to be installed on the computer for it to work. The client requires a Microsoft Windows XP or Vista PC that has Microsoft Internet Explorer 6.0 SP2 or higher installed. The Microsoft Dynamics CRM is only available to computers that have a network connection with access to the Microsoft Dynamics CRM server. It does not work offline.
Microsoft Dynamics CRM for Outlook

Microsoft Dynamics CRM for Outlook brings Microsoft Dynamics CRM into the everyday Outlook experience. If users know how to send and receive e-mails, look up contacts, and schedule tasks and appointments in Outlook, employees will find Microsoft Dynamics CRM for Outlook easy to use. Microsoft Dynamics CRM takes the familiar experience and provides almost all the powerful sales, marketing, and customer service features that Microsoft Dynamics CRM offers. You can use Microsoft Dynamics CRM for Outlook to accomplish day-to-day activities without leaving the environment of Outlook. Microsoft Dynamics CRM for Outlook installs additional components that enable integration with Microsoft Office. This includes the Microsoft Dynamics CRM Address Book Provider, which gives users access to all the addresses of their Microsoft Dynamics CRM customers from within the standard Outlook contact lookup interface, and Mail Merge integration with Microsoft Word, which allows organizations to print customized form letters and other documents using Microsoft Dynamics CRM data.
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The Microsoft Dynamics CRM for Outlook client cannot function without a network connection, but it can support multiple users on the same computer. It is designed for bullpen environments where multiple salespeople or service representatives share the same desk on different shifts. Microsoft Dynamics CRM for Outlook with Offline Access Microsoft Dynamics CRM for Outlook with Offline Access gives users the additional capability to go offline and work with data while not connected to the network. This can be useful when working onsite with a customer or even when working on an airplane. Changes made while offline can later be synchronized with the server when network access becomes available. NOTE: Microsoft Dynamics CRM ships with the Microsoft Dynamics CRM Office Client Configuration Wizard that connects the Microsoft Dynamics CRM for Outlook to a CRM server. If the system administrator has not configured your computer or this is the first time you are running Microsoft Dynamics CRM for Outlook on a new computer, you may need to run the wizard to finish connecting.
Accessing Microsoft Dynamics CRM

Microsoft Dynamics CRM uses Active Directory for its base security platform. That means that, in most cases, your normal Windows username and password also allows you to access Microsoft Dynamics CRM.
Procedure: Access Microsoft Dynamics CRM

Procedure: Access Microsoft Dynamics CRM All the controls for Microsoft Dynamics CRM are in the Microsoft Dynamics CRM for Outlook application. 1. Using the Microsoft Dynamics CRM Ready Client image, launch Microsoft Outlook. 2. Provide login credentials if prompted. 3. For this training, use the following login credentials: User ID Password [user ID here] [password here]
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Understanding the Microsoft Dynamics CRM User Interface

The Microsoft Dynamics CRM user interface is designed to be familiar to users of Microsoft Office 2007 products, including Microsoft Outlook Web Access. The basic interface elements are the same in Microsoft Dynamics CRM for Outlook and the Microsoft Dynamics CRM web client.
FIGURE 2-1: MICROSOFT DYNAMICS CRM INTERFACE
Navigation Pane
In Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM areas can be accessed from the Microsoft Dynamics CRM folder. Click items on the Navigation Pane to go to entity areas, such as Accounts or Leads, or to access specific records for entities. After you select an item in the Navigation Pane, the workspace to the right changes to display information for the selected entity. Lists that appear in the workspace support common Microsoft features such as sorting, column resizing, and multiple row selection. Use the Actions toolbar and Actions menu above the list to interact with the items in the workspace. Select an Area, such as Sales or Service, to view common tools for that area. For example, selecting the Sales folder displays sales-focused elements from the Navigation Pane, which include Leads, Accounts, Products, and so on. Select one of these entities to display records, such as a list of leads or accounts.
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You can also go directly to an entity in the Navigation Pane by expanding a folder and then selecting the entity folder under it. For example, in the Navigation Pane, select the Sales folder and then select the Leads folder.
Workspace
After you select an item in the Navigation Pane, the workspace to the right of the Navigation Pane displays information about the selection. For top level folders such as Sales, the workspace contains a home page of categories. Often, when these are selected, the workspace displays a list of entity records; for example, you may see a list of contacts or leads. Select a specific item in the list to work with that particular record. The list page allows you to access data at the entity level and view or work across records. For example, after selecting Marketing and then Accounts, a list of all your accounts appears. Use this list page to perform actions across multiple records, such as deactivating, editing, or deleting multiple accounts. NOTE: Each item in the Navigation Pane, such the Marketing Pane, or the Sales Pane can contain lists for the same entity. For example, the Sales Pane and Marketing Pane both contain Accounts. There is no security or departmental ownership associated with these panes. Choosing Accounts opens a list of all Accounts the user has permissions to view, regardless of the originating pane.
Forms
After selecting and opening a record from a list or clicking New to create a new record, Microsoft Dynamics CRM displays a form you can use to modify the record, such as a specific contact, lead, or product. Forms appear in their own window and include their own left navigation pane.
FIGURE 2-2: MICROSOFT DYNAMICS CRM FORM INTERFACE
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Forms Continued
Use the Entity Menu Bar to perform actions on the open record. Use the form's navigation pane to view information about other entities related to this record. For example, if you are in a form for a contact, you can use the form's navigation pane to view the opportunities for this contact or the cases related to this contact. Use the optional Form Assistant, located at the far right of the page, to quickly enter information into a form. Use the Status Bar, located at the bottom of the form, to view the status of the record, such as whether an account is Active or Inactive, a case is Open or Resolved, or an opportunity is Active, Won, or Lost. NOTE: The Form Assistant is usually located on the right side of the entity form. The Form Assistant pane may be collapsed by default or may not be available as these options vary from entity type to entity type and are configurable by the Microsoft Dynamics CRM system administrator.
Accessing CRM Functionality in Outlook

There are three ways to access CRM functionality from within Outlook: the navigation folders under the Microsoft Dynamics CRM folder, the Microsoft Dynamics CRM shortcut toolbar, and the CRM menu in the Outlook menu bar. The CRM shortcut toolbar buttons include: About CRM New Activity drop-down list New Record drop-down list Track in CRM Set Regarding Advanced Find Go Offline/Online CRM Help
NOTE: Both Microsoft Office Outlook 2003 and Microsoft Office Outlook 2007 support Microsoft Dynamics CRM for Outlook and can be run on MicrosoftWindowsXP and MicrosoftWindowsVista. Microsoft Dynamics CRM for Outlook is not supported on MicrosoftWindows98, Windows98 SE, Windows Millennium Edition, WindowsNT Workstation 4.0, or Windows2000.
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Getting Help
Help is available for every screen in Microsoft Dynamics CRM. The Help button appears in the Actions toolbar, in the upper right corner of CRM forms, and in the CRM menu on the Outlook menu bar. The button on the Actions toolbar opens to a selection of help topics related to the current page. The other two options offer different ways to obtain help.
Help Features
Here are several features of Microsoft Dynamics CRM Help: Search - Use the search feature to find topics by keyword. Help on this Page - Select this feature to display help related to the current page. Contents - Select Contents to display a book-like table of contents for Help. Administrator's Guide - This feature includes information that helps users with system administration and system customization. Troubleshooting - Select Troubleshooting to obtain expert-system style assistance with common problems or questions. Resource Center - Select the Resource Center to benefit from the knowledge of the Microsoft Dynamics CRM community. You can access experts and a variety of problem-solving content, including current blog posts, newsgroup answers, and CRM articles. The articles currently in the Resource Center were selected from among Microsoft Dynamics CRM 3.0 articles that are expected to remain relevant for Microsoft Dynamics Live CRM and Microsoft Dynamics CRM 4.0.
Personalizing the CRM Experience

Users can configure options to personalize how Microsoft Dynamics CRM works. These personal options are configured through each of the CRM clients. Users can change default settings, such as their default homepage, their time zone, the number of records per page that appear, their default currency, as well as other options. Users can also choose Outlook address book behavior and email tracking options. The Set Personal Options dialog also allows international users to set preferences regarding the language, currency, and locale-specific formatting of data. Microsoft Dynamics CRM for Outlook also allows users to set synchronization settings and the local data update time, as well as which groups are displayed in the workplace pane.
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NOTE: Available languages depend on the language MUI Packs installed by the system administrator on the server. Details on the international features of Microsoft Dynamics CRM are provided in Lesson 3.
Procedure: Set Personal Options in the Web Client

1. In the Navigation Pane, click Settings, and then click Administration. 2. In the main display of the window, click System Settings. 3. Choose the tab with the preference to change. 4. Change the preference. 5. Click OK.
Procedure: Set Personal Options in Outlook

1. In the Navigation Pane, click Mail, and then click on Microsoft Dynamics CRM. 2. In the main display of the window, click Settings, click Administration, and then click System Settings. 3. Choose the tab with the preference you want to change. 4. Change the preference. 5. Click OK.
Summary
This lesson identified the server options available for deploying Microsoft Dynamics CRM as well as the different end-user clients that are available for using the application. It provided an overview of the user interface and explained different options for accessing Help. The esson also covered options users can configure to personalize their CRM experience.
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Test Your Knowledge

Clients
1. 1) Which Microsoft Dynamics CRM clients are NOT available by default? ( ) a) Microsoft Dynamics CRM ( ) b) Microsoft Dynamics CRM for Outlook ( ) c) Microsoft Dynamics CRM mobile client ( ) d) Microsoft Dynamics CRM for Outlook with Offline Access
Operating Systems
2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.) ( ) a) Windows Vista ( ) b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98
Forms Assistant
3. 3) What is the purpose of the form assistant? ( ) a) To provide the user with help text ( ) b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record
Personal Settings
4. 4) Which of the following personal settings cannot be changed? ( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones ( ) d) Background color of the application
Lists
5. 5) What feature below is not supported by CRM lists (or grids)? ( ) a) Sort on multiple columns ( ) b) Resize columns ( ) c) Select multiple rows ( ) d) Delete selected record
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Solutions
Test Your Knowledge
Clients
1. 1) Which Microsoft Dynamics CRM clients are NOT available by default? ( ) a) Microsoft Dynamics CRM ( ) b) Microsoft Dynamics CRM for Outlook () c) Microsoft Dynamics CRM mobile client ( ) d) Microsoft Dynamics CRM for Outlook with Offline Access
Operating Systems
2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.) () a) Windows Vista () b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98
Forms Assistant
3. 3) What is the purpose of the form assistant? ( ) a) To provide the user with help text () b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record
Personal Settings
4. 4) Which of the following personal settings cannot be changed? ( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones () d) Background color of the application
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Lists
5. 5) What feature below is not supported by CRM lists (or grids)? () a) Sort on multiple columns ( ) b) Resize columns ( ) c) Select multiple rows ( ) d) Delete selected record
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CHAPTER 3: USING MICROSOFT DYNAMICS CRM IN A GLOBAL MARKET

Objectives
The objectives are: Understand how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language support. Use Microsoft Dynamics CRM features to support multiple currencies. Personalize user environments to match the user's preferred language, currency, and date format.
Introduction
This lesson explores how Microsoft Dynamics CRM addresses the issues of global organizations, including tasks such as enabling languages, configuring currencies, and adjusting the interface to support different languages and regions.
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Understanding Multi-Language Support in Microsoft Dynamics CRM

Microsoft Dynamics CRM supports multilingual environments at the user level. This means is that users within the same organization can work in the same installation of Microsoft Dynamics CRM using the language in which they feel most comfortable. When you install Microsoft Dynamics CRM, you specify a base language for the interface. The organization can then install additional Multilingual User Interface (MUI) Packs to enable additional languages. NOTE: Upgrades from Microsoft Dynamics CRM 3.0 to Microsoft Dynamics CRM 4.0 are only supported within the same language. To change the language, you must upgrade using the same language used in 3.0, and then change the organization's language setting after the upgrade. The base language is the default language for all users, unless they choose a different language in their personal preferences. It is also the language that text reverts to if there is no translation string available for the text. All reports and templates use the base language by default. These reports and templates can be copied to create language-specific versions. If a version exists for the user's preferred language (as indicated by their Personal Options settings), the user can use that language version. NOTE: If a localized string is not available, Microsoft Dynamics CRM reverts to the base language. Once an MUI Pack is installed, any user can change the language preference to an installed language. When a new language is selected, the Microsoft Dynamics CRM interface, including the Navigation Pane, menu items, buttons, and field labels, are rendered in the appropriate language. The user also has the option to use translated Help files. NOTE: Language preferences can be independently selected for the user interface and Help. This means a user may view the user interface in Spanish and Help in English. This may be a desired setting when Help has been extended or modified extensively without being translated for the rest of the organization's supported languages.
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Understanding Multi-Currency Support in Microsoft Dynamics CRM

Microsoft Dynamics CRM supports the use of multiple currencies within an organization and supports the use of multiple currencies by individual users. Every Microsoft Dynamics CRM installation has a base currency that is selected for the organization during installation. The base currency provides a way to view and report on all monetary transactions in a single currency regardless of how they were entered. Each user can also have their own default currency. Otherwise, the default is the organization's base currency. However, Microsoft Dynamics CRM allows users to enter monetary values in different currencies on a transaction-by-transaction basis. Every monetary attribute in Microsoft Dynamics CRM (including custom fields) has an attribute that represents the base currency. When a new currency is added, the administrator provides an exchange rate. Microsoft Dynamics CRM uses this exchange rate to convert values entered in the new currency into their base equivalent. When a currency is deactivated or deleted, the existing records that have used that currency are not updated. However, the currency is no longer available for new records on any object.
Procedure: Add a New Currency

1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management home page, select Currencies. 3. In the Actions toolbar, click New. 4. In the Currency Code box, click the Lookup icon to search for the code. A new window opens; select the currency you are adding and then click OK. 5. In the Currency dialog box, the Currency Code, Currency Name, and Currency Symbol are populated based on your selection. 6. In Exchange Rate, type an exchange rate for this currency when converting values to the base currency. For example: Base Currency = US Dollars New Currency = Euros Currency Code = EUR Currency Name = Euro Currency Code = Exchange Rate = 0.70730
The amount is the exchange rate for Euros to US Dollars. 7. Click Save and Close.
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NOTE: The exchange rate does not change automatically. Each organization must update exchange rates when appropriate. Updated exchange rates only apply to new records. Existing records retain their original exchange rate. Also, once a record is saved, its currency cannot be changed.
Setting Personal Options

Microsoft Dynamics CRM provides users with a high degree of personalization. Users can set personal preferences on global features. For example, they can use currencies or date formats that are preferable to them. However, the data is stored in Microsoft Dynamics CRM in a standard format so that the organization can view consistent data across its business. The preferences section of the application allows users to configure different aspects of their experience. This lesson focuses only on the features that affect multinational support. Users can configure: Time Zone Language Settings Currency Settings Locale-Specific Number Formats
In addition, users can customize the locale-specific formats to display times, dates, and other numbers according to their preferences. NOTE: The personal options set on these windows are accessible to you from any computer. They are stored on the server and apply to any system you use to log into Microsoft Dynamics CRM.
User-Level Language Settings

Multinational companies often have user populations that access the same application in more than one language. Microsoft Dynamics CRM lets the user select the language the application will use for display. This feature is mandatory for many multinational organizations and a major contributor to end-user adoption. Microsoft Dynamics CRM allows users to set their language preference for both the Microsoft Dynamics CRM interface and its Help. Users can change the interface language, the Help language, or both. NOTE: The base language for the system is selected during the installation and cannot be changed using personal options.
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Procedure: Select User-Level Language Preferences
For users accessing Microsoft Dynamics CRM for Outlook, the steps are: 1. In the Outlook menu bar, on the CRM menu, select Options. 2. Select the Languages tab. 3. Under the User Interface Language picklist, select a language from the list of available languages. 4. Under Help Language, select a language from the list of available languages. 5. Click OK. 6. Restart Outlook for the changes to take effect. NOTE: If the language you want to enable does not appear in the list, ask your system administrator to ensure that the MUI Pack for that language is installed.
User-Level Default Currency

When multiple currencies are available, users can determine the default currency that is used when they create a new instance of an object that includes money attributes. Although users set a default currency for their transactions, the currency can be changed for each new record. If you add additional currencies to an installation already in use, the base currency is still the user's default currency until he or she selects one of the newly added currencies to be the default. Procedure: Change a User's Default Currency 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the General tab, in the Select a default currency section, in the Currency box, type a currency name. The currency auto-fills. Alternately, click the Lookup icon, choose a currency from the list, and click OK. 3. Click OK. All objects that include the currency drop-down list now contain the default selection above.
Field Data Formats

Users can also select the format in which numbers, currency, dates, and times are displayed. Users can set the format to match their locale or choose a comfortable format. Unlike currency, there is no default format. Whichever format the user chooses is the format in which all data of that type appears. However, the format can be changed at any time and, like currency, does not affect the format in which the data is stored.
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Procedure: Choose a Locale-Based Format 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the Formats tab, under Current Format, select a locale. 3. Click OK. Procedure: Customize the Locale Format 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the Formats tab, under Current Format, click Customize. 3. On the Time tab, specify the format to use for time: Time Format Time Separator AM Symbol PM Symbol
The preview pane at the bottom of the dialog displays the new time format, based on your selections. 4. Click OK.
Summary
This lesson examined some of the features of Microsoft Dynamics CRM that are significant to global companies. Microsoft Dynamics CRM supports multiple languages. These languages must be installed using MUI Packs. Users can then select a language to use. Microsoft Dynamics CRM supports multiple currencies. Currencies may be added to the system, and exchange rates calculate the correct amounts to display to users. Users can personalize their CRM experiences to display language, currency, and locale-specific number formats based on their preferences. All these features allow an international organization to support all users.
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Test Your Knowledge

Base Language
1. 1. Why is the base language important in a multilingual implementation? (Select all that apply.) ( ) It is the language that all users will view in the interface. ( ) It is the default language for all users. ( ) It is the language that the system reverts to if no translation string is available. ( ) It is the language that all users view in Help.
Select currency
2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. ( ) The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.
Personal Options
3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) ( ) Change the language in Help. ( ) Change the language in the user interface. ( ) Change the default currency. ( ) Deactivate a currency.
Personal Options
4. Which of the following cannot be changed using personal options? ( ) The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.
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Exchange Rate
5. 5. When does the exchange rate for a currency change? ( ) Daily. ( ) Weekly. ( ) When a record is updated. ( ) When an administrator manually changes it.
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Solutions
Test Your Knowledge
Base Language
1. 1. Why is the base language important in a multilingual implementation? (Select all that apply.) ( ) It is the language that all users will view in the interface. () It is the default language for all users. () It is the language that the system reverts to if no translation string is available. ( ) It is the language that all users view in Help.
Select currency
2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. () The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.
Personal Options
3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) () Change the language in Help. () Change the language in the user interface. () Change the default currency. ( ) Deactivate a currency.
Personal Options
4. Which of the following cannot be changed using personal options? () The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.
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Exchange Rate
5. 5. When does the exchange rate for a currency change? ( ) Daily. ( ) Weekly. ( ) When a record is updated. () When an administrator manually changes it.
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CHAPTER 4: THE CUSTOMER-CENTERED VIEW

Objectives
The objectives are: Understand how Microsoft Dynamics CRM provides a customercentered view of an organization's activities. Identify the organization's goals and expectations for deploying Microsoft Dynamics CRM. Support a successful deployment by defining the organization's processes. Understand Microsoft Dynamics CRM core concepts, including customer records. Identify the types of relationships that can be established between different kinds of records. Understand record ownership concepts, including assigning and sharing records. Create activities to track customer interactions. Use workflows to carry out routine tasks and enforce sales processes. Identify the tools you can use to search for records quickly. Use Duplicate Detection to ensure data integrity. Create a subject tree to help organize your data effectively.
Introduction
Microsoft Dynamics CRM comprises a variety of tools to track, manage, execute, and report on customer interactions. The system includes a large and customizable database, a variety of workflow and automation tools, and customizable reports. The tools and processes provided in Microsoft Dynamics CRM are organized around customer records. Because the system is organized this way, it is easy to use it to support customer-centric processes and to provide a customer-centric view of an organization. This lesson explores the goals and processes to have that support a successful deployment within your organization. The lesson also introduces the core concepts of the Microsoft Dynamics CRM solution, including customer records, the types of relationships that may exist among those records, and the activities you can use to track customer interactions. Finally, the lesson covers the tools available in Microsoft Dynamics CRM to automate processes and store and use data efficiently.
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Viewing the Customer through Microsoft Dynamics CRM

Microsoft Dynamics CRM provides an organization a complete view of customers through all the sales, marketing, and service interactions a company has with them. Departments throughout an organization can use this centralized database to access the information and the tools they need to be more effective with customers. NOTE: Microsoft Dynamics CRM tools can be used by any organization that wants to track interactions with the people they serve. This includes government organizations, non-profits, clubs, and centers within an organization whose customers are other departments. For ease of reference, these functions are frequently be referred to as marketing, sales, and service in this course. Marketing and sales functions in the application are useful for managing a variety of communication and on-boarding tasks, and service records are useful for managing a variety of requests and other service management tasks. Microsoft Dynamics CRM supports the entire marketing, sales, and service process through a set of modules organized by functional area: Sales, Marketing, and Services. The core modules that track customer interactions are: Accounts: Accounts represent a group of people, an organization, or a company with which your organization interacts. Contacts: Contacts are used to represent people. These can be customers, employees of accounts, or any other person. Opportunities: Allows you to manage opportunities, which are potential sales to an account or contact. Opportunities represent potential revenue from an account or a contact. Opportunities have usually been qualified from Leads through a sales process. Cases: Allows you to manage cases, which are service requests or issues reported by a customer. Cases track the activities that customer service representatives use to resolve the issue.
Other Modules
Several additional modules help marketing and sales representatives use leads and move them through the sales process to return revenue to the company: Leads: A lead is usually someone that you have collected information on, but you are not sure if they are interested in doing business with your company. Campaigns: Allows you to create marketing programs that use communication vehicles (such as ads and direct mail) to accomplish results in a specific time frame, such as introducing new products. Marketing Lists: Allows you to create lists of accounts, contacts, or leads that match a specific set of criteria. You can use marketing lists for marketing campaigns or for targeted sales work.
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Competitors: Allows you to manage competitors, which are companies or organizations that might compete with your organization for sales opportunities. Competitor records can be linked to opportunity, product, and sales literature records, so they are available when competing for a sale. Sales Literature: Allows you to manage sales literature - the documents that are created and given to customers to help increase sales. Products: Allows you to manage products - the items or services that the organizations sells or provides. Products can be linked to other records, such as quotes, campaigns, and cases. Quotes: Allows you to manage quotes, which are the formal offers for products or services, proposed at specific prices and the related payment terms. Quotes can be sent to an account or contact. Orders: Allows you to manage orders, which are confirmed requests for goods or services based on specified terms. An order is a quote that has been accepted by a customer. Invoices: Allows you to manage invoices, which are bills. Invoices record a sale to a customer, including details about the products or services purchased.
Contracts, Services, Knowledge Base

In addition to cases, these modules help your organization retain and satisfy customers by providing them high-quality services and responding effectively to customer questions: Contracts: Allows you to manage contracts, which are agreements to provide support during specified coverage dates or for a specified number of cases or a specified length of time. Services: Allows you to manage services, which is work performed for a customer by one or more resources. Microsoft Dynamics CRM facilitates the scheduling of services and the resources required. Knowledge Base: Allows you to manage and work with the Knowledge Base, which is a repository of articles of importance to your employees and customers. The Knowledge Base lets you draft, submit, review, and publish articles such as FAQs, instructions, and trouble-shooting information.
Not all these modules are required. Every organization is different and must decide which modules to use and how to use them. The modules the organization uses work together and the information is stored in a central database. Throughout the organization, Microsoft Dynamics CRM users can view and use this information to make customer-focused decisions.
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Microsoft Dynamics CRM in Your Organization

Microsoft Dynamics CRM provides a broad set of features and can be customized in many ways. Deploying Microsoft Dynamics CRM in your organization is not simply installing and configuring the product. To successfully deploy Microsoft Dynamics CRM, you need to: Assess the organization's needs Determine how Microsoft Dynamics CRM can best be used to meet those needs Deploy the appropriate features in the appropriate ways Customize areas of the application, as needed Integrate with other applications used in the organization if necessary Put supporting processes in place (using Microsoft Dynamics CRM's workflow and other features to support and enforce these processes)
Key Stakeholders
For the deployment to be successful, it is important to meet with the key stakeholders in the organization. These are the individuals whose organizational goals must be met through the use of Microsoft Dynamics CRM-and are usually the individuals who made the buying decision. The goals of these stakeholders are likely to be department-wide or organizationwide and may require gathering data or implementing supporting processes. For example, the organization might want to increase sales by implementing a standard sales process or by better leveraging its marketing campaigns. Understanding the goals that key stakeholders expect to achieve through the use of Microsoft Dynamics CRM allows the organization to decide which features to use and how to use them. For example, if the stakeholders want to better leverage marketing campaigns and create better and more targeted campaigns, it is important for sales people to provide campaign information for leads, such as by entering lead source data. If improving campaigns is a key strategic goal of the organization, consider creating workflow rules that require sales people to enter this information.
A Necessary Tension
In most sales organizations, managers track large amounts of data for analysis. This data provides important information that allows the organization to refine its processes, increase sales and marketing efficiency, and ultimately sell better and sell more.
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Entering large quantities of data is often contrary to the goal of workers such as sales people and customer service representatives, who are reviewed on generating revenue or solving customer issues, not typing information for later analysis. This causes conflict between what management wants for analysis and the amount of data entry that a sales person wants to perform. Deploying Microsoft Dynamics CRM includes finding the balance between these perspectives. Microsoft Dynamics CRM can provide value to the worker enough value to make it worth the time to enter and update information in the system. In addition, many features of Microsoft Dynamics CRM are designed to make data capture easy. Even with these features, it is possible to overwhelm workers with too many data entry requirements. Once the organization makes the proper choices and provides the support, Microsoft Dynamics CRM can help the organization be more efficient and effective.
Supporting Microsoft Dynamics CRM through Processes

To meet stakeholder goals and those of the individual workers and other users, you will probably need to implement supporting processes. It is important to ask: What are the goals of the stakeholders? What are the goals of the constituent user groups (sales people, marketing, and so on)? What are the current business processes? What processes must be put in place or changed in order to meet everyone's goals with Microsoft Dynamics CRM?
The organization must strike a balance between supporting the deployment with adequate processes and not over-burdening end users. In some cases, it might be best to take a phased approach when introducing significant organizational change. End users should be aware of the value that workflow processes can bring to them. Users can create their own workflow processes to support their approaches within the organization's larger sales processes. Detailed information about workflow processes and how to create them is provided later in this chapter.
Implementing Processes to Support Microsoft Dynamics CRM

To realize the full value of Microsoft Dynamics CRM, the organization should have solid processes in place. These processes are unique to each business and each business unit, but it is useful to have them clearly defined prior to implementing Microsoft Dynamics CRM. Fortunately, Microsoft Dynamics CRM is easy to customize, so these processes can be changed and improved upon.
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Several factors should be considered for each of the sales, marketing, and service processes an organization uses. This section explores some of the issues to consider: Scope Understanding of the entities and stages and what they mean. What records are affected by the process? Stages and Gates Workflows can use staged or standard processes. A staged process has distinct phases which include a group of tasks that must be completed before the next stage can begin. For example, the sales process might require that a lead be contacted and express interest in a product, after which literature is sent, after which the lead is contacted again before becoming an opportunity.
Stages
Within each stage, there may be several steps. For example, once a lead becomes an opportunity, the organization may have a standard or recommended process to move to a sale. A service firm's process might include the following: 1. 2. 3. 4. 5. 6. Validate budget and intent to buy Meet with key decision makers at business to understand goals Present solution Send proposal Proposal accepted Statement of work (SOW) accepted
The organization can capture the status of the opportunity by using the following flags: In Progress On Hold Closed: Won Lost
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Data Entry Requirements
Data entry requirements include the information that must be captured at various stages in the cycle in order to meet both the worker's functional goals and the identified stakeholder goals. In the case of a staged process, this also includes the specific information the user must have to move through the stages in the process. For example, the organization might require that a lead have budget to buy the product, or that the lead express interest in a specific product and quantity before being marked as an opportunity. Thus, budget and products must be entered for all opportunities. Or, if marketing or stakeholders want to do reporting or analysis on lead source generation methods, then tracking lead source should be a data entry requirement. As part of the process analysis, you may uncover information that the organization wants to capture, but which is not part of the default information supported by Microsoft Dynamics CRM. You can add custom fields to capture this type of information, or customize many of the lists in Microsoft Dynamics CRM to capture additional information. You can also create your own custom entities-top-level areas that can contain many detail fields. You can create relationships between these custom entities and the standard system entities. NOTE: Customizing Microsoft Dynamics CRM is beyond the scope of this course.
Integration with Other Systems

The organization may use other systems to perform parts of a process or provide data. For example, the organization may have a fulfillment system or an ERP for tracking orders. You must to understand at what points these systems integrate with Microsoft Dynamics CRM and what information is exchanged and/or synchronized between them to support the full sales process. Process Rigidity You must also determine how rigid the processes must be. A rigid process provides consistency, may result in greater efficiency, and ensures consistent and accurate data for reporting purposes. On the other hand, a rigid process puts a burden on the users to enter data. It must be well thought out to ensure that it works for all users in all circumstances. Clearly defined policies and procedures aid data capture, provide a consistent sales process, and result in more consistent sales results and forecasting. Create a policy around the rule, not the exception. It is important for organizations to check their processes occasionally to make sure they continue to be effective. In particular, the process must be measured against the organizational goals, such as whether the percentage of qualified leads actually converting to opportunities is acceptable.
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Understanding Customer Records

In providing an organization with a customer-centered view, Microsoft Dynamics CRM gives users a sophisticated way to store and use many different types of information about customers. These customers can include traditional businessto-consumer customers, such as the clients of a retail operation, or business-tobusiness customers, such as the clients of a technology consulting firm. Nontraditional customers, such as the members of a nonprofit organization or the members of a community served by a government agency, can also be represented. At the center of Microsoft Dynamics CRM is the customer record itself. There are two types of customer records: an Account record represents an organization and a Contact record represents an individual person. Accounts and contacts can be related to other accounts and contacts in various ways to model business relationships in organizations. Most of the other types of records used in Microsoft Dynamics CRM represent either direct or indirect interactions with customer records. These records include sales Opportunities and customer service Cases as well as other types of interactions. An Activity record is very basic. An activity record represents a basic interaction with a customer, such as an appointment, phone call, or e-mail. The remainder of this section provides more detail about accounts and contacts and highlight how to use activities to track interactions with them.
Understanding Accounts
Accounts are records that track organizations. An account can be a company, government entity, non-profit organization, club, or any such organization. Accounts tracked in Microsoft Dynamics CRM commonly include: Customers Vendors Partners Resellers
In a business-to-business (B2B) sales or support scenario, customers represent accounts.
Procedure: Create an Account Continued

1. In the Navigation Pane, click Sales, and then click Accounts. 2. On the Actions toolbar, click New. 3. On the General tab, fill in the information about the new account: Account Name - Enter the name of the organization. Main Phone - Enter the organization's primary phone number. Address Name - Enter identifying information for this address, such as Main or Billing.
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Address Type - Select the account's address type to indicate if this is the primary address or if it is for billing, shipping, or another purpose. Shipping Method - Select the preferred shipping method for the account.
4. On the Details tab, in the Description field enter additional information about the company that might be helpful to users. 5. On the Administration tab, under Contact Methods, select the contact methods the company prefers, allows, and does not allow. 6. On the Administration tab, under Owner, select the user who owns the account using the Lookup Dialog. If this is not selected the user will default to the person who has created the account. 7. Click Save and Close. BEST PRACTICE: When creating an account, it is a good idea to complete the address section and give the address a name. An address name makes it easier to look up an address when creating a quote, order, or invoice in the future. If you choose not to create a name for the address, you can look up an address by the information in the Street field.
Understanding Sub-Accounts
A sub-account is an organization that is part of a larger organization. This feature can be used for an organization of any size. For example, a sub-account can represent a small local office of a larger company, such as the field office of a consulting firm, or a large corporation that is owned by a holding company. BEST PRACTICE: Sub-accounts are best used to represent a segment of an organization that will have sales or service items tracked separately. For example, if a regional office of a company has its own budget and purchasing authority, then it should be tracked with a sub-account. Otherwise, consider adding multiple addresses to the account. (Refer to the Understanding Addresses section below for details.)
Procedure: Create a Sub-Account

In the Navigation Pane, click Sales and then click Accounts. Select and open an account record in the Accounts list. In the form's navigation pane, click Sub-Accounts. On the Actions toolbar, click New Account. On the General tab, enter the Account Name. This is a required field. 6. The Parent Account is pre-populated with the account opened in step 2. 1. 2. 3. 4. 5.
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7. Enter any additional information you have available about the subaccount. 8. Click Save and Close. NOTE: An account can be a parent account to any other record, including other accounts.
Understanding Contacts
Contacts are records that track people. A contact can be a customer, consultant, service provider, or other individual. In business-to-business scenarios where customers refer to accounts, a contact would generally represent an employee of the account. In business-to-customer (B2C) scenarios, a contact would generally be the customer. Microsoft Dynamics CRM also allows you to track organizational hierarchies through the use of sub-contacts. This feature can be used to track professional relationships within an organization. Understanding Parent-Child Relationships Between Accounts and Contacts More specific aspects of the relationship between accounts and contacts are as follows: A contact can have only one parent account or contact. If a contact record has a parent account or contact, any sales records, opportunities, quotes, orders, or invoices related to the contact record are automatically related to the parent.
A contact is not defined as a subordinate entity of an account. Accounts and contacts can exist as separate, stand-alone records.
Understanding Addresses
Enter at least one address for every account and contact record. The address is used when creating mail merge documents. If a record does not have an address, the mail merge will not work correctly. Each account or contact record can store multiple addresses. You distinguish different addresses from each other by entering a different Address Name and Address Type for each one, such as Billing and Shipping. Additional addresses are entered in the More Addresses area under Details within the account or contact record.
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BEST PRACTICE: Use additional addresses to store locations for accounts that do not require independent tracking of sales or customer service activities. For example, if a customer has three locations but only the headquarters location can buy your product, use More Addresses to track the addresses for the second and third locations. In this case, there is no reason to take the additional steps necessary to create sub-accounts.
Notes and Attachments

In Microsoft Dynamics CRM, notes are brief items of information added to a record or an activity. A note can be viewed by all users with access to the record. Use notes to store information, such as comments or ideas, or to share information with others. You can also use notes to journal a series of informal customer interactions. BEST PRACTICE: Organizations should store formal interactions, such as those which are part of a workflow or standard process, as Activities, and key data using custom field. Informal interactions and data can be tracked using Notes. Notes are difficult to use for reporting or management. You can also attach files to notes. Any files that may be useful to other users, such as a screen shot or a spreadsheet, can be added as attachments.
Relationships Between Customer Records

In Microsoft Dynamics CRM, you can use accounts and contacts to model complex organizations and the relationships within those organizations. In addition, you can capture relationships between different accounts and contacts. This feature can be used to show relationships such as: Partnerships between two organizations A contact's affiliations with multiple organizations, such as board memberships A contact's affiliation with multiple other contacts, such as professional services or family relationships
To use relationship features in Microsoft Dynamics CRM, an administrator must first define the relationship roles available to the users.
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Relationship Roles Relationship roles define how specific account, opportunity, and contact records are related to one another in Microsoft Dynamics CRM. In creating a relationship role, name the relationship and then enter information that maps to the relationship. For example, you may want to track the relationship between two kinds of contacts: doctors and patients. You could set up relationship roles of Doctor and Patient. You can define the direction of the relationship, so that certain roles can be limited to certain types of records. For example, if you are creating the Doctor role and select Contact Role for: Account, you are establishing that a contact can be a Doctor to an account. If you select another role for Doctor, such as Contact Role for: Contact, then you are establishing that a contact can be a Doctor to another contact. You select these roles in the Relationship Role form. The following associations can be selected for a relationship role: Account Role for Account Account Role for Contact Account Role for Opportunity Contact Role for Account Contact Role for Contact Contact Role for Opportunity
Relationship roles are a tool that you can use to show how an organization's accounts, opportunities, and contacts are related to and among one another.
Types of Relationships
When creating relationships between accounts, opportunities, and contacts in Microsoft Dynamics CRM, you can: Describe simple associations between customers, such as referrals. Create relationships among contacts, such as a doctor's patient with the patient's family members who share the same home address and insurance information, but have individual health records. With a hierarchical relationship, you can also define the relationship for both parties involved, such as the relationship between employer and employee. Create a relationship between a contact and an account without making the contact a part of the account. For example, your organization might have an account with a plumbing company that has several contractors on staff, and that also has an association with an electrician who is not an employee.
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View the details of the relationship from within the records of any of the accounts, opportunities, and contacts that are part of the relationship. Find a customer based on the customer's relationship to another account or contact.
When a record is deleted, all its relationships are also deleted. When a record is deactivated, all relationships created while it was active continue to be available; however, you cannot create relationships with a deactivated entity. NOTE: If you are working in Microsoft Dynamics CRM for Outlook With Offline Access, you can create a relationship and specify the details; however, you must go online for the changes to become available to other users.
Demonstration: Adding Relationships

This section shows how to use Relationship Roles and Relationships to model relationships between Contacts and Accounts that are more complex than simple employee-employer relationships. Scenario [Name] is an executive of a company that uses Microsoft Dynamics CRM. At a visit to [CompanyName], which is a current customer, he meets with [Name2], who is the current CEO of [CompanyName]. While chatting, he discovers that [Name2] is a member of the board of directors of another customer, [CompanyName2]. He adds this new relationship to Microsoft Dynamics CRM. Goal Description In this demonstration you create a relationship role, and then add the role to a contact. Steps The first process is to create the relationship role. 1. In the Navigation Pane, click Settings, and then under Settings, click Business Management. 2. Under Business Management, click Relationship Roles. 3. On the Actions toolbar, click New. 4. In the Role Name box, enter a name for the relationship role. The name should be short, descriptive, and reflect the perspective of the entity from which you will set the role. In this case, well define the role of Board Member, so enter Board Member.
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5. Under Role Availability, select the entities for which the role will be available, and the entities that can be related to it. In this case, under Contact Role for, select Account. 6. Click Save and Close. The second process is to add the role to the user. 1. In the Navigation Pane, click Sales, and then under Sales, click Contacts. 2. Open the record for [Name2]. Note that the Parent Account is already set to [CompanyName]. 3. In the form's navigation pane, under Details (not the Details tab), click Relationships. 4. Click New Customer Relationship. 5. Under Party 1, the current Contact is already selected. 6. Under Party 2, click the Lookup icon. In the Lookup Records dialog box, under Look for, select Account. In the contact list, select [CompanyName2]. Click OK. 7. Under Role 1, select Board Member. 8. Click Save and Close. 9. Click Save and Close for the account. NOTE: When creating a relationship between accounts and contacts, you must first select a party before selecting a role for the party.
Understanding Record Ownership and Assignment

Every record in the system, including accounts and contacts, is owned by a single user. When a user creates a record, that user automatically becomes its owner. You can determine which user owns the record by viewing the Owner field, usually found on the Administration tab of each form. The owner of a record can assign or share the record with other users. When a record is assigned to another user, that user then becomes the owner of the record. When a record is shared with other users, those users can then view the record and take actions on it. Sharing records is only necessary when an organization's security permissions do not allow users to access other users owned records. Assigning and sharing may be performed by a supervisor to distribute accounts among sales representatives, or users may share accounts so other users can update information. For example, you might share your accounts with co-workers while on vacation, so they can assist your customers during your absence.
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NOTE: The system administrator defines users security permissions, which identify the actions that users can perform on each record type. Permissions may allow some or all users to read account records, delete them, or perform various other actions with different records.
Procedure: Assign a Record

1. 2. 3. 4. In the Navigation Pane, click Sales, and then click Accounts. In the list of accounts, select and open an account. On the Standard toolbar, on the Actions menu, select Assign In the dialog box, select one of the following: Assign to me - Select this option to assign the record to yourself. Assign to another user - Select this option to assign the record to another user, and then enter the user to whom you are assigning the Account. You can click the Lookup icon to search for a user to assign the account to.
5. Click OK then Save and Close on the record. NOTE: If a user or team does not appear in the list, contact the system administrator.
Using Activities to Track Customer Interactions

Activities are different interactions that can be performed with records in Microsoft Dynamics CRM. For example, an activity might be sending a letter or making a phone call to a contact or account. Users can create activities for themselves, or they can assign activities to another user to complete. Activities can also be shared with other users. Any action that can be placed on a calendar or a to-do list is an activity. Activities indicate when the action occurred or is scheduled to occur. Users specify this information when they create an activity. Users also enter basic information to indicate the action the activity represents. An activity can be in one of three states: Open, Completed, or Canceled. When an activity is completed, the user will select from several additional sub-statuses to indicate how the activity was completed. Activity Types Task Fax Phone Call E-mail Letter Appointment Service Activity Campaign Response
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Activities often involve one or more participants. For a meeting activity, the participants are the contacts or users attending the meeting. For a telephone call or fax activity, the participants are the caller and the person who is called. The rules regarding how users can access activities are: The person who created the activity (the owner) has full access to the activity. The owner can assign the activity to another user. Once an activity has been recorded as completed, it cannot be edited or assigned to a new owner.
Procedure: Create or Edit an Activity

The following steps are for creating a new activity. You can edit an open activity by following step 1 to navigate to the Workplace area. Then, open the record to edit. Use the information in this procedure to guide you in entering data. 1. In the Navigation Pane, click Workplace, and then under My Work click Activities. 2. On the Actions toolbar, click New. 3. In the New Activity dialog box, select the type of activity you want to create, and then click OK. This opens a new window. 4. In the window enter information about the activity, such as: Subject - Enter a description of the activity. Duration - If this activity is related to a case, make sure that you record the time spent on the activity in this box. If the case is linked to a contract line, the durations of all the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer. Due - Enter the date and time when the activity is expected to take place or be completed. You can sort on the Due field when viewing activities.
NOTE: Each activity has different fields to use. For more help refer to the Microsoft Dynamic CRM's help files. 5. Indicate the record to which this activity pertains. Depending upon the activity, you might enter this information under Regarding, Required, or Customer. 6. Click Save and Close.
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Demonstration: The Customer Centered View
This section demonstrates how Microsoft Dynamics CRM gives an organization the ability to maintain a comprehensive view of the customer. Using Microsoft Dynamics CRM's features and tools, an organization can retrieve and share valuable customer data from a central location. Scenario An organization is using Microsoft Dynamics CRM for both sales processes and customer service processes. The company has just hired a new Sales Representative and has given her responsibility for some existing accounts. The Sales Representative wants to learn about an account before making contact. The sales representative searches for the account in Microsoft Dynamics CRM and opens the account record. She views the associated contacts to familiarize herself with the people who work there. Next, she looks at the open opportunities to see the deals that are in progress. Finally, she opens the case history to find any customer service issues. With Microsoft Dynamics CRM, the Sales Representative is able to quickly get a comprehensive view of all of the interactions the company has had with the customer. Goal Description The goal of this demonstration is to open an account record, view the contacts, opportunities, the cases, and case history for a case. Steps Follow these steps to open an account record, view the contacts, opportunities, cases, and case history of a case: 1. In the Navigation Pane, click Sales, and then under Sales, click Accounts. 2. In the list, select and open [Account Name]. 3. In the account form's navigation pane, under Details, click Contacts. A list of the contacts at this organization appears. 4. In the form's navigation pane, under Sales, click Opportunities. A list of opportunities for this account appears. 5. Select and open an opportunity to view its details. 6. In the form's navigation pane, click History. The list of activities completed for this opportunity appears. 7. In the form's navigation pane, click Activities. The list of actions required for this opportunity appears. 8. Click Close to close the opportunity without saving the record. 9. In the form's navigation pane, under Service, click Cases. A list of cases for this account appears. 10. In the list, select and open a case to view its details.
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11. In the form's navigation pane, click History. The list of activities completed for this case appears. 12. In the list, select and open an activity to view its details. 13. Click Save to close the activity. 14. Click Save to close the case. 15. Click Save to close the account. NOTE: Cases are discussed more in depth in Lesson 17. BEST PRACTICE: When viewing a record be mindful that clicking Save and Close may cause you to overwrite data. Close records you have opened to read by using the normal close window button labeled with an X in the upper right corner of the window.
Using Workflows
You can use Microsoft Dynamics CRM to create workflows that carry out routine tasks and enforce processes. Workflows can help ensure that the right information gets to the right people at the right time. Workflows also help employees track the steps they have to take to complete their work. By creating workflows, you can create and enforce the business logic and rules. . Managers can define, automate, and enforce specific business rules, policies, and procedures through workflows. For example, workflows can automatically escalate overdue service requests, alert salespeople about pipeline management issues, and alert the sales force about key events. Individual users can also build their own workflows to automate redundant tasks or to perform operations automatically based on events that happen in the system. For example, you can build a workflow that automatically creates a new phone call activity whenever a new lead is created. With Microsoft Dynamics CRM workflow features, you can: Define business policies based on established processes. Ensure that customer commitments are met. Automatically escalate issues to management when required. Level workloads across teams and territories. Manage key business policies and procedures. Ensure a consistent service process.
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Using Workflows
There are two types of workflows: Workflow Processes - Standard workflow processes are used to automatically assign records, route records and create activities for most entities in the Microsoft Dynamics CRM system, including leads, accounts, contacts, and opportunities. Staged Workflow Processes - Staged workflow processes are used to create a set of sequential steps through which an entity, such as an opportunity, progresses. Staged workflows can be developed for any entity in the system.
Staged workflow processes are longer-running workflows that take place over many days or weeks. Standard workflow processes are designed to perform a series of actions and then terminate within a shorter period of time. Workflow processes and staged workflow processes can be started automatically by the system or initiated manually by the user.
Personal Workflows
While Microsoft Dynamics CRM workflows are a powerful way to automate tasks across an organization, they can also be an effective tool to help users perform small automation jobs. Using workflows can help individual users do their jobs more efficiently, and no job is too small to consider automating with workflow. Personal Workflows have a Scope, which defines when the workflow applies. A User-level scope means that the workflow is only triggered if the user is the one performing the action. An organization-level scope will apply the workflow regardless of who is performing the action. For example, if you create a workflow that triggers an email when an account is created and the scope is set to user, the workflow is only triggered when you create an account. If you set same workflow's scope to the organization, the workflow is triggered when anyone in the organization creates an account.
Demonstration: Personal Workflows

This demonstration shows how to create, publish, and test a simple notification workflow. NOTE: Users must have the appropriate permissions to create workflows.
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Scenario A salesperson likes to make a personal follow up call with his customers three days after winning a deal to make sure everything is satisfactory. This call is independent of the organization's standard customer service policies. To automatically set a reminder for himself, he sets up a personal workflow. The workflow is configured so that it runs on any Opportunity in the system, just in case someone else closes the sale, but checks to make sure he is the owner of the opportunity so he only gets reminders for his deals. Goal Description This goal of this demonstration is to: Create a personal workflow that checks conditions and assign records based on criteria Publish and test the workflow
Step 1: Create the Workflow Follow these steps to create the workflow: 1. In the Navigation Pane, click Settings, and then click Workflows. 2. On the Actions toolbar, click New. 3. In the Create Workflow dialog box, under Workflow name, enter [descriptive workflow name]. 4. Under Entity, select Opportunity. 5. Under Type, select New blank workflow. 6. Click OK. The Workflow Information form appears. 7. From the Start when: list, select Record Status changes and uncheck the other boxes. This will cause the workflow to be triggered when the opportunity status of the opportunity changes. 8. Under Scope, select Organization. 9. In the workflow script box, click Add Step and select Check Condition. 10. Click Type a step description here, and then type Status Check. 11. Click <condition> (click to configure). The Specify Workflow Condition form appears. 12. In the Specify Workflow Condition dialog box, click Select and under Primary Entity, select Opportunity. 13. In the next column to the left, click Select, and then select Status Reason. 14. In the next column to the left, click Select, and then select Equals. 15. In the next column to the left, click Enter Value. Click the ellipses, the Select Values dialog will display. Under the Available Values, select Won and then click >> to move it to the Selected Values area. Click OK.
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16. To add a condition to check if you are the account owner, click on Select in the second row and under Primary Entity, select Opportunity. 17. In the next column to the left, click Select and then select Owner. 18. In the next column to the left, click, select and then select Equals. 19. In the next column to the left, click on Enter Value. Click the Lookup icon. The Look Up Records dialog appears. 20. Click the Lookup icon to display all the Users in the system. Select [Salesperson] and then click >> to move the record to the Selected records area. Click OK. 21. Click Save and Close. 22. Under the criteria you created, click Select this row and click Add Step. Then, on the Actions toolbar, click Add Step, and select Create Record. 23. Under Create, select Phone Call. 24. Click Set Properties. The Create Phone Call page appears. 25. To set the Sender of the Phone Call to you, as the owner of the record, click in the Sender text field. 26. Using the Form Assistant, confirm Opportunity is selected for the first text box under Look for: and select Owner in the second text box. 27. Click Add and then click OK. The Sender field appears {Owner(Opportunity)}. 28. To set the Recipient of the Phone Call to the customer, click in the Recipient text box. 29. Using the Form Assistant, confirm Opportunity is selected for the first text box under Look for and select Potential Customer in the second text box. 30. Click Add and then OK. The Recipient field appears {Potential Customer(Opportunity)} 31. To create the Due date for the Phone Call activity, click in the Due box (not the calendar icon next to it). 32. Under Days, select 3 and in the drop down below Days, select After. 33. Under Look For, select Opportunity in the first box and then select Actual Close Date in the second box. 34. Click the Add button then click OK. 35. Under Subject enter: Place a follow up call. 36. Under Owner click the Lookup icon to search for the correct user, in this case, chose yourself. 37. In the large text box, enter Call the primary contact. 38. Click Save and Close to close the Phone Call form. 39. Click Save to save the Workflow. 40. On the Standard toolbar, click Publish.
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NOTE: Workflows are not available until they are published. A workflow that has been created must be unpublished for a user to edit it. After editing, the workflow must be published again to take effect.
Demonstration: Trigger a Workflow

Follow these steps to trigger the workflow you created: 1. In the Navigation Pane, click Sales, and then click Opportunities.Make sure the view is set to My Open Opportunities. 2. Open an opportunity. 3. From the Actions toolbar, chose Close. 4. Set the Status Reason to Won. 5. Click OK.
Demonstration: Monitor Workflow

Now, look for the record the workflow created. This confirms that you have created the workflow correctly. Use the following procedure: 1. In the Navigation Pane, click Workplace and then My Work. 2. Click Activities. The Phone Call that was created as a result of the Workflow should appear in the list.
Finding and Maintaining Data

In Microsoft Dynamics CRM, you can find records with Auto Complete, Quick Find, and Advanced Find. Using these tools can reduce the time it takes to search for records. Auto Complete for Lookups Lookups are fields on a record that reference another record. For example, the Parent Account field on a contact record is a lookup field that references an account. The data in this field captures the relationship between the contact and the account. Auto Complete quickly completes lookup fields by locating the record that matches the text entered. For example, if you have an existing account called [CompanyName] and you type [first five letters] into a lookup field, once you move out of the field, all records that have [first five letters] in the name are located. You can then select the correct name in the list presented.
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Demonstration: Use Auto Complete to Populate a Field
In this demonstration, you will use auto-complete to populate a field. Scenario A sales representative is creating a new account. He's in a hurry to get to his next meeting, so he uses auto-complete to quickly enter the necessary information. The Contact already exists, but the account has not been created. Goal Description This goal of this demonstration is to create a new account and use auto-complete to quickly fill in fields in the form. Steps In the Navigation Pane, click the Sales and then click Accounts. On the Actions toolbar, select New to create a new account. Under Account Name, enter a name for the new account. Under Primary Contact, type [first part of name of a contact in the system-unique so that only one match is found], and then press the Tab key. The field automatically populates with the full name of the contact. 5. On the Details tab, under Territory, type [first part of territory name that has multiple matches], and then press Tab. The More than one match icon appears in the box. Click the icon to view all the matching search results, and then select [territory] from the list. If the system cannot find a match, a red X icon appears. You can click the icon to open the Lookup Records dialog box, from which you can browse records or create a new record. Quick Find The Quick Find tool is available within many sections of Microsoft Dynamics CRM, such as Accounts, Contacts, and Workflows. You can find the Quick Find tool directly above the list of records. To use Quick Find, click in the field where you see Search for records, type in the name of the record you want to find, and press enter or click the search icon. The tool finds records matching your search within the entity you are working with. For example, if you are in the Contacts section, Quick Find will only look for contact records. Quick Find supports the use of wildcards (*) in the search. NOTE: The system administrator defines the fields that are searched within the section records when users perform a Quick Find. If you want different fields to be made available to search, contact the system administrator. 1. 2. 3. 4.
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Using Advanced Find
You can use the searching capabilities in Advanced Find to locate specific records and activities in Microsoft Dynamics CRM. When using Advanced Find, you can specify one or several search conditions or criteria. For example, you can find items by account name, city, or region, and the name of the salesperson responsible for the account. You can search for an activity based on when you last worked on it or search for a letter containing specific text. You can use Advanced Find to expand search capabilities in the following ways: You can search by any field or combination of fields. You can use wildcard characters, exact strings, and operators (such as AND, OR, and NOT). You can refine your query by using multiple rows of criteria. You can search between related entities and have search results from both entities appearing in custom columns. You can save Advanced Find queries for future use.
Procedure: Create a New Advanced Find Query

1. On the Standard toolbar in the Microsoft Dynamics CRM window, click Advanced Find. 2. On the Find tab, click New. 3. Under Look for, select the entity whose records you want to search, such as Accounts, Leads, or Users. 4. On the Actions toolbar, click Edit Columns to select the columns that will display for each record returned by the search. 5. Under Common Tasks, click Add Columns. 6. In the Add Columns dialog box, you can add fields to display as columns in the search result. You can add any field from the primary entity you selected in step 3. You can also add fields from related entities. To add a field from the primary entity, in the list, select the fields that you want to add. To add a field from a related entity, under Record Type, select a related entity. The list below changes to display the fields available for this entity. To add a field, select the field in the list. When you are finished selecting fields, click OK. 7. The fields display in the box. If desired, select a column and then click Change Properties, and then use the dialog box to modify the width of the column. 8. Click OK to close the Edit Columns dialog box.
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9. In the criteria box, add rows to specify your criteria. You can add as many rows (criteria) as needed. In the Details area, click Select, and then select the field you will be searching in (for example: Account Name or City). In the next column, click Select and then select the operator to use when comparing the field and value. In the next column, click Enter Value, and then enter or select the value with which to compare the field. 10. By default, criteria rows use AND functionality. Records must meet all criteria specified in order to be returned in the search. You can use the logical operators AND and OR to further define the search criteria. To AND criteria, for each row to AND, click the arrow to the left of the row, and then select Select Row. When you have chosen all the rows you want, on the Actions toolbar, click Group AND. To OR criteria, for each row to OR, click the arrow to the left of the row, and then select Select Row. When you have chosen all the rows you want, on the Actions toolbar, click Group OR.
NOTE: When creating AND and OR groupings on a multi, entity query, you can only group fields from the same entity. Within the Details area, Microsoft Dynamics CRM rearranges the selected rows to group them together as you have specified. They become AND or OR groups. Note that you can also use logical operators on these groups. 11. When you are finished entering criteria, on the Actions toolbar, click Save As. 12. In the Query Properties dialog box, under Name, enter a name for the search. If desired, under Description, type a brief description. Then click OK. The search is saved as a view and appears on the Saved Views tab. 13. Click Find. The selected records are displayed. 14. Click Back to Query to return to the Find tab.
Using Duplicate Detection

Duplicate Detection is a tool that helps ensure data integrity by notifying users about duplicate records. Duplicate detection is set up by the system administrator and then becomes available to users through the system.
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The system administrator or system customizer decides which entities Duplicate Detection can be applied to and can add additional rules that make sense for the organization. Duplicate detection is available: When a record is created, updated or tracked. Duplicate Detection prompts users automatically before potential duplicate records are saved or imported. When Microsoft Dynamics CRM for Outlook with Offline Access goes from offline to online. Users must set how they want Duplicate Detection rules to be applied when they synchronize their data. By default, duplicates are not detected during synchronization. During data import. Each time users define an import, they can choose whether to check for duplicates.
Because it is possible for users to create duplicate records, system administrators can schedule duplicate detection jobs to run in the background. For example, the administrator might want to schedule a duplicate detection job to run at midnight every day. When a duplicate detection job is completed, you can receive an e-mail notification so you can review the results.
Demonstration: Using Duplicate Detection When Creating a Contact

This demonstration shows how to make use of the real-time duplicate detection abilities of Microsoft Dynamics CRM. Scenario A sales representative has recently taken over an account from another sales representative. After meeting with a contact for the account, the sales representative would like to add the contact into Microsoft Dynamics CRM. Unbeknownst to the sales representative, the contact has already been added. In this example, the sales representative attempts to create the contact, see that a duplicate exists and will decide to update the contact with the new information instead. Goal Description Understand how to use real-time Duplicate Detection and to take actions accordingly.
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Steps Follow these steps to detect a duplicate record when creating a contact: 1. In the Navigation Pane, click Sales and then click Contacts. 2. On the Actions toolbar, click New to create a new contact. 3. Enter [First name] in the First Name field and [Last name] in the Last Name field. Enter [E-mail] in the E-mail field. 4. Click Save and Close. 5. The Duplicate Detection window opens. 6. Assuming the new information you are entering is the most recent, you remove the old contact. Under Potential duplicate record type, select the old contact. 7. If you want to delete the old record permanently, click the delete icon and click Delete. The Select Delete or Deactivate dialog displays. You have the option to deactivate the record. Deactivating the record allows you to view the record later. Deleting the record will remove all references to the record. 8. Click OK to close the confirmation dialog. 9. Click Save Record. The old record has now been removed and the new one has been saved.
Understanding the Subject Tree

In Microsoft Dynamics CRM, the subject tree is a hierarchy that provides a structured approach for grouping and managing records in Microsoft Dynamics CRM. It is used in a variety of areas in the system such as sales literature, cases, products, and the Knowledge Base. You will create the subject tree hierarchy according to the organization's unique business needs. The subject tree defines how users can browse records and filter them for reports. There can only be one subject tree for the organization and it is shared across all business units. A good subject tree allows users to quickly find many different pieces of data that are related to the same subject. For example, if an organization sells bicycles and unicycles, initially you would set up your subject hierarchy with those two major subject categories. Then, within those two subjects, you would add more subject categories (mountain bikes, racing bikes, and so on.). From there you would drill down into the actual products. Once this has been done, each time a user creates a case, adds a Knowledge Base article, or posts sales literature, the user can select one of these subjects to categorize the information.
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Summary
This lesson discussed the customer-centered view that Microsoft Dynamics CRM provides to your organization. It covered the key processes you must put in place to support a successful deployment. It explained the core concepts behind Microsoft Dynamics CRM, including customer records, relationships, and activities. Finally, it discussed the tools you can use to automate tasks and processes and to store and use your data efficiently.
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Test Your Knowledge

Accounts and Contract
1. 1. What is the difference between an account and a contact? ( ) a. Accounts are relationships with contacts. ( ) b. Accounts represent organizations and contacts represent individuals. ( ) c. Accounts must have sub-accounts but contacts do not have this requirement. ( ) d. Accounts are customer records and contacts are organization records.
Account and Contract Relationship

2. 2. Which of the following describe the aspects of the account and contact relationship? Select all that apply. (Select all that apply.) ( ) a. A contact may be associated with an account but this is not a requirement. ( ) b. A contact can be associated with multiple accounts through Relationships, and can have multiple Parent Accounts. ( ) c. ( ) d. A contact is not defined as a subordinate entity of an account. Accounts and contacts can exist as separate, stand-alone records.
Create a Record
3. 3. Which of the following should be used to create a record for a subsidiary of an existing account that has separate purchasing authority? ( ) a. ( ) b. ( ) c. ( ) d. Account Contact Sub-Account Address
Record Information
4. 4. Which of the following is used to store additional informal information about a record? ( ) a. ( ) b. ( ) c. ( ) d. Activity Task Contact Note
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Matching Activity
5. Task: 5. Match the record type with each scenario. Each response is used only once. _____ 1. A Microsoft Dynamics CRM user will be working with the legal consult regarding some upcoming deals and wants to put the information for the company lawyer in the CRM system. _____ 2. A Microsoft Dynamics CRM user has established a relationship with a new company that they have not done business with before. _____ 3. A Microsoft Dynamics CRM user received correspondence from a new employee at an existing customer. _____ 4. An existing customer has a new warehouse where they want orders shipped. Billing still is sent to the main address. a. Contact b. Contact for an existing account c. Address d. Account
Relationship Role
6. 6. In which situation is a Relationship Role used? ( ) a. ( ) b. ( ) c. ( ) d. Relate a primary contact for an account. Indicate an additional address for an account. Relate a contact to multiple accounts. Relate a user to an account.
Relationship Role
7. 7. Relationship roles are used with which of the following types of records? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Account Contact Activity Opportunity
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Workflow
8. 8. Which of the following are examples of typical workflow activities? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Automate the escalation of overdue activities Provide key contact phone information Alert salespeople about pipeline management issues Alert sales people to key events
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Lab 4.1 - Creating Account and Contact Records

In this lab you create new accounts, new contacts, and contacts associated with existing accounts. As you complete the instructions, use the information in the Scenario and Goal Description to complete the lab. Refer to the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix A. Scenario A Microsoft Dynamics CRM user has established a relationship with a new account, [company], and two employees at this company. [name1] is the purchasing manager and primary contact at [company]; [name2] is the service manager. The telephone number for [company] is [phone], the company is located in [city], [state]. It is also known that [name2] is an avid golfer, and the Microsoft Dynamics CRM user wants to note this fact. Goal Description Use Microsoft Dynamics CRM to: Create an account. Create contact records associated with the account record.
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Need a Little Help?

Step by Step
Follow these steps to create the account record for [company]: 1. Log on to Microsoft Dynamics CRM. For purposes of this training class, use the login credentials provided by your instructor: 2. In the Navigation Pane, select Accounts. 3. Click New. 4. Type the company name and the details for this account. 5. Click Save.
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Perform the following steps to create the new contact records for the account: 1. Click in the Lookup icon on the Primary Contact field to open the contact lookup field dialog. 2. Click New to open a new contact form. 3. Enter the information for [name1] into the contact form. 4. Click Save and Close to return to the lookup dialog. Make sure that the contact you just created is selected, and then click OK. 5. From the Navigation Pane, select Contacts. 6. Select New Contact. 7. Enter the information for [name2], including the note into the form that opens. 8. Click Save and Close to close the Contact Record.
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Lab 4.2 - Accounts and Contacts

In this lab, you learn how to set up a complex model of an organization with multiple offices in multiple locations. This allows you to examine how Microsoft Dynamics CRM handles various relationships and hierarchies. Scenario A sales representative needs to input an Account's complex business model into Microsoft Dynamics CRM. The Account has a complex business model because it has numerous offices in various locations. The company is headquartered in [City A] has five offices throughout the country. The offices in [City B] and [City C] are regional offices that will be making purchases. The offices in [City D] and [City E] are also regional warehouses and purchasing is done through the corporate office. The sales representative needs to make sure all locations are established in Microsoft Dynamics CRM, and the system reflects their purchasing capabilities. Goal Description Model the above business organization in Microsoft Dynamics CRM Create an account Create sub-accounts beneath the main account Add additional addresses to the account
Challenge Yourself!
Need a Little Help?

Step by Step
Follow these steps to create the Account Record for the Headquarters office: 1. Log on to Microsoft Dynamics CRM. For purposes of this training class, use the following login credentials: User ID: [Username] Password: [Password] 2. In the Navigation Pane, click Sales and then click Accounts. 3. Click New on the Actions toolbar. 4. For the Account Name enter [Company Name].
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5. Enter [City A] (Headquarters) in the Address Name field. Add all of the address information for the [City A] office. 6. Click Save.
Step by Step Continued

Once you have created the Headquarters, you can now create records for the regional offices. Since the regional offices in [City B] and [City C] will be doing their own purchasing, you will need to create them as sub-accounts of the main account. Follow these steps to create the sub-accounts. If the previously created account is not open, open it. Click Sub-Accounts underneath Details. Click the New Account button. In the Account Name enter [Company Name] - [City B] Office. For the Address Name Enter [Company Name] - [City B] Office. Add all the address information for the [City B] office. 6. Click Save and Close. 7. Repeat the above process for the [City C] Office. However, you will need to enter [Company Name] - [City C] Office for the Account Name and Address Name. Now that you have created records for the [City B] and [City C] offices, you will need to create records for the warehouses that aren't involved in purchasing, [City D] and [City E]. Since these offices don't purchase, you can add them as additional addresses to the main account. Follow these steps to create the additional addresses. 1. If the original account is not open, open it by clicking information under Details in the navigation pane. 2. Click More Addresses under Details. 3. Click New Address on the action bar. 4. In the Address Name field enter [Company Name] - [City D]. Add all the address information for the [City D] office. 5. Click Save and Close. 6. Repeat the above process for the [City E] office. However, you will need to enter [Company Name] - [City E] Office for the Address Name. 1. 2. 3. 4. 5.
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2.
3.
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Solutions
Test Your Knowledge
Accounts and Contract
1. What is the difference between an account and a contact? ( ) Accounts are relationships with contacts. () Accounts represent organizations and contacts represent individuals. ( ) Accounts must have sub-accounts but contacts do not have this requirement. ( ) Accounts are customer records and contacts are organization records.
Account and Contract Relationship

2. Which of the following describe the aspects of the account and contact relationship? Select all that apply. (Select all that apply.) () A contact may be associated with an account but this is not a requirement. ( ) A contact can be associated with multiple accounts through Relationships, and can have multiple Parent Accounts. () A contact is not defined as a subordinate entity of an account. () Accounts and contacts can exist as separate, stand-alone records.
Create a Record
3. Which of the following should be used to create a record for a subsidiary of an existing account that has separate purchasing authority? ( ) Account ( ) Contact () Sub-Account ( ) Address
Record Information
4. Which of the following is used to store additional informal information about a record? ( ) Activity ( ) Task ( ) Contact () Note
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Matching Activity
5. Match the record type with each scenario. Each response is used only once. a 1: A Microsoft Dynamics CRM user will be working with the legal consult regarding some upcoming deals and wants to put the information for the company lawyer in the CRM system. d 2: A Microsoft Dynamics CRM user has established a relationship with a new company that they have not done business with before. b 3: A Microsoft Dynamics CRM user received correspondence from a new employee at an existing customer. c 4: An existing customer has a new warehouse where they want orders shipped. Billing still is sent to the main address. a. Contact b. Contact for an existing account c. Address d. Account
Relationship Role
6. In which situation is a Relationship Role used? ( ) Relate a primary contact for an account. ( ) Indicate an additional address for an account. () Relate a contact to multiple accounts. ( ) Relate a user to an account.
Relationship Role
7. Relationship roles are used with which of the following types of records? Select all that apply. (Select all that apply.) () Account () Contact ( ) Activity () Opportunity
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Workflow
8. Which of the following are examples of typical workflow activities? Select all that apply. (Select all that apply.) ()Automate the escalation of overdue activities ( ) Provide key contact phone information () Alert salespeople about pipeline management issues () Alert sales people to key events
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CHAPTER 5: USING THE MICROSOFT DYNAMICS CRM CLIENT FOR OUTLOOK

Objectives
The objectives are: Understand the benefits of Microsoft Dynamics CRM for Microsoft Office Outlook. Understand how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM. Understand how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM. Create and manage Microsoft Dynamics CRM records and activities in Outlook. Understand how to use Mail Merge to create personalized form documents. Understand the functionality available when working Offline and Online. Understand how contacts, e-mail, appointments, and tasks synchronize between Outlook and Microsoft Dynamics CRM.
Introduction
This lesson discusses the unique benefits of Microsoft Dynamics CRM for Outlook and explains how to use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments, tasks, and contacts. Then, the lesson covers how to create personalized communications using Mail Merge. Lastly, the lesson explains the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.
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Understanding Microsoft Dynamics CRM for Outlook

As we discussed in Chapter 4, a CRM system needs to be useful for both managers and workers. For managers, a successful CRM system provides clear, actionable information on marketing, sales, and service performance and also allows them to drill into details about specific interactions with customers. The data available to managers is only as good as what is entered by workers using the system on a day-to-day basis. Microsoft Dynamics provides productivity tools for workers, such as personal workflows, and provides a useful database for tracking details about an individual's work. Workers can track individual tasks and CRM tasks in the same familiar Outlook environment without switching to a different application. Workers get the benefit of CRM contact data, making it easy to look up phone numbers and e-mail addresses of corporate contacts without filling their personal contact folders. They also can easily track activities such as tasks, e-mails, and appointments in Microsoft Dynamics CRM. Contact histories are stored in the corporate database (Microsoft Dynamics CRM) and users do not need to keep extensive personal filing or journaling systems to track their data. It is also simple to create and manage additional records, such as opportunities and cases that are triggered by interactions with customers. Workers can take Microsoft Dynamics CRM data with them by using Microsoft Dynamics CRM for Microsoft Office Outlook with Offline Access. This allows workers to have their Microsoft Dynamics CRM data available to them whether they are on the road, at a customer location, or disconnected from the network. Microsoft Dynamics CRM for Outlook provides several benefits: Users can interact with Microsoft Dynamics CRM through the familiar Outlook interface. E-mails, tasks, and appointments tracked in CRM can be generated, edited, and referenced through Outlook. Microsoft Dynamics CRM generated tasks, letters, faxes, phone calls, and appointments show up in the user's task list and calendar respectively. The user can manage both personal and corporate records in one single location. Microsoft Dynamics CRM integrates with the Outlook Address Book and can be used to e-mail anyone in the corporate contact database without requiring the user to copy contact information into their own Outlook system.
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Understanding Integration Between Microsoft Dynamics CRM and Outlook

When using Microsoft Dynamics CRM for Outlook, the Outlook application appears the same, but includes additional folders for the main areas of Microsoft Dynamics CRM under Outlook mail folders. An additional toolbar and menu allow you to access Microsoft Dynamics CRM information and associate records between the two applications.
Microsoft Dynamics CRM Toolbar

The Microsoft Dynamics CRM toolbar is used to create new activities and records and to create complex queries using Advanced Find across all records in Microsoft Dynamics CRM. This toolbar is also used to link Outlook e-mails, tasks, appointments, and contacts to Microsoft Dynamics CRM by using the Set Regarding button. Lastly, when working in Microsoft Dynamics CRM for Outlook with Offline Access, click the Go Offline button to take your data offline using local data filters. This functionality is covered in more detail a later section of this lesson. You can also open Microsoft Dynamics CRM online Help from this toolbar. BEST PRACTICE: Use the CRM icons to create contacts and activities that are tracked in the CRM database. Use the default Outlook icons to create Outlook-only records. This can be useful for tracking personal contacts, appointments, and tasks separately from the CRM database.
The CRM Menu

The CRM menu contains the same commands as the CRM toolbar for creating new activities and records, searching records using advanced find, associating records between Outlook and Microsoft Dynamics CRM, and taking data offline. The CRM menu can also be used for importing records, running duplicate checking, and setting personal options. This is also the place where you can disable the CRM toolbar and access the online Help.
Understanding Records in Microsoft Dynamics CRM for Outlook

Because Microsoft Dynamics CRM for Outlook records can co-exist between the two applications, you should understand how to find the appropriate records within both applications and understand the effect of where a record is stored as soon as it is created.
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There are two major types of records that appear in Microsoft Dynamics CRM for Outlook. The first type of record has a mapping to a corresponding Outlook record. These records include Microsoft Dynamics CRM tasks (phone calls, letters, and faxes), Microsoft Dynamics CRM e-mails, CRM appointments, and Microsoft Dynamics CRM contacts, which correspond to Outlook tasks, Outlook e-mails, Outlook appointments, and Outlook contacts. In the case of these records, Microsoft Dynamics CRM and Outlook both store a version of these records that are synchronized between the two systems. The second type of Microsoft Dynamics CRM record does not have a corresponding Outlook record. An example of this type of record is an account or opportunity. Outlook provides a view into the Microsoft Dynamics CRM database, but does not store its own version of the data. The following table illustrates how Microsoft Dynamics CRM e-mails messages, tasks, appointments, and contact maps to their associated record types in Microsoft Dynamics CRM for Outlook. Microsoft Dynamics CRM CRM e-mail activity CRM task activity CRM appointment activity CRM contact CRM phone call activity CRM Letter CRM fax activity All other CRM records Outlook Outlook e-mail Outlook task Outlook appointment/meeting Outlook contact Outlook task
Does not map to an Outlook record.
Outlook records that map to Microsoft Dynamics CRM records have the following special properties: They can be manipulated using the standard Outlook user interface. For example, Outlook contacts and Microsoft Dynamics CRM contacts that are synchronized with Outlook both show up in the users Contacts Outlook folder and can be edited using the Outlook Contacts screen. Outlook records such as e-mails and appointments can be promoted to Microsoft Dynamics CRM by clicking the Track in CRM button. These records are stored in the Microsoft Dynamics CRM system and also kept as a local copy in Outlook. Outlook records that are Activities such as appointments can be promoted to Microsoft Dynamics CRM and associated with another entity using the Set Regarding button.
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Microsoft Dynamics CRM records that do not map to Outlook records are accessed through Microsoft Dynamics CRM mail folders. The records are available using web forms and available offline if the user has Microsoft Dynamics CRM for Outlook with Offline Access and has chosen to bring the records offline using filters.
Using Microsoft Dynamics CRM for Outlook to Manage CRM Activities

You can use the familiar buttons and menus in Microsoft Dynamics CRM for Outlook to create new contacts, tasks, appointments, and e-mail messages that use Outlook forms. You can link these records to view activities from within Microsoft Dynamics CRM or to associate records with an opportunity, account, or contact. When in an open e-mail, contact, task, or appointment, use Track in CRM to create a record or activity in Microsoft Dynamics CRM. Tracked records are linked and updates to the record in Outlook are updated in Microsoft Dynamics CRM and vice versa. When in an open e-mail, contact, task, or appointment, that is tracked in CRM, use View in CRM to open the corresponding Microsoft Dynamics CRM record in a new window. After the e-mail is saved as a Microsoft Dynamics CRM e-mail activity, the saved message can be accessed by anyone who has access to your activities in Microsoft Dynamics CRM. You can click the Set Regarding button to associate an open e-mail, task or appointment with an existing entity in Microsoft Dynamics CRM. For example, if the open appointment is for a particular opportunity, use this feature to tie the appointment to the opportunity's activity list. You can click the View Regarding button to open the CRM record with which the activity is already associated.
Demonstration: Using Set Regarding to Create an Opportunity

In this demonstration, you will use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity.
Scenario
An account executive for an advertising firm has received an e-mail from a customer about a potential opportunity. The e-mail explains that the customer wants to schedule an appointment to meet with the sales representative and the creative director of the firm. The purpose of this meeting is to brainstorm slogans for a new product release. They want to schedule the meeting as soon as possible.
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The creative director can use the meeting in his calendar to open the opportunity and view its details. Goal Description Use the information provided in an inbound e-mail to create an opportunity and create an appointment with the customer and the creative director using Outlook.
Steps
To create an opportunity using an inbound e-mail from Microsoft Dynamics CRM for Outlook with Offline Access, follow these steps: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Open the inbound e-mail with the subject [subject title]. Click Set Regarding on the CRM toolbar, and select Opportunity. Click New. For Topic, type [top title]; this is a required field. For Potential Customer, type [customer name]. In the list of Potential Customers find and select the Potential Customer and click OK. Click Save and Close. Select the newly created opportunity and click OK. Open your Outlook Calendar. Select a date and time to schedule the meeting and right click. From the list, select New Appointment. On the Appointment e-mail form, enter in the Subject and location. Click Set Regarding, select the Opportunity [topic] you created, and then click OK. Click Invite Attendees, and invite [creative director] and [client]. Click Send. Open the appointment from your calendar. Click View Regarding to see the details of the opportunity. Click [account name] to see the details of the account.
11. 12. 13. 14. 15.
E-mail Management in Microsoft Dynamics CRM for Outlook

Users can use Outlook to send and receive e-mails as normal. These are nonCRM e-mails and are stored in Outlook according to Outlook's default behavior. Microsoft Dynamics CRM for Outlook e-mail that originated as a Microsoft Dynamics CRM e-mail activity, or that is marked as tracked in Microsoft Dynamics CRM, will also be stored as a CRM activity.
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CRM mail activities are stored in the following manner: With any contacts, leads, or accounts that were recipients of the email. With any accounts that had contacts that received the e-mail. Note that this is different than an account that received the e-mail, as accounts can also have e-mail addresses. With any record associated to the e-mail by clicking the Set Regarding button in Outlook or the Regarding lookup on the web form.
This allows you to reference the e-mail from many different sources. When using Microsoft Dynamics CRM for Outlook, all the e-mail you receive, including Microsoft Dynamics CRM e-mail, arrives in the Outlook Inbox. Depending on your needs, you can: Convert all incoming e-mail into Microsoft Dynamics CRM e-mail activities. Convert only e-mail that originated in Microsoft Dynamics CRM (that is, e-mail sent in response to a Microsoft Dynamics CRM email activity) into Microsoft Dynamics CRM e-mail activities.
In addition, you can manually track individual e-mail messages in Outlook as an e-mail activity in Microsoft Dynamics CRM by clicking the Track In CRM button as described previously. Note that any attachments are also included in the conversion. If you do not want these attachments to be available to other users, delete them from the e-mail activity. BEST PRACTICE: If you convert your e-mail into Microsoft Dynamics CRM e-mail activities, your e-mail is accessible to anyone who has access to your activities. This setting is used by customer service representatives and other professionals who have company e-mail that does not include personal information.
Procedure: Promoting a Single E-Mail Message from Outlook to Microsoft Dynamics CRM
1. In your Outlook Inbox (including sub-folders) or Sent folder, select the message to add to Microsoft Dynamics CRM. 2. On the Standard toolbar, click Set Regarding to associate the e-mail message with an entity. This step automatically sets the e-mail to be tracked in Microsoft Dynamics CRM. 3. In the Lookup dialog box under Look For, select the entity to which this e-mail will be attached, select the record from the list, and then click OK.
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NOTE A synchronization progress message appears and closes automatically if there are no errors. A promoted message appears on the History page of the entity in Microsoft Dynamics CRM. Microsoft Dynamics CRM automatically associates all e-mails with the recipient(s) of the e-mail. It accomplishes this by looking up contacts in the system based on their e-mail address. If the user creates a new e-mail and manually enters an e-mail address (instead of selecting a contact), and clicks Track in CRM, the system searches for the e-mail address of the recipient and tries to associate it with the corresponding record. If the e-mail address is not found, the recipient appears in red and the user can create a new contact or add it to an existing contact. The user then clicks Set Regarding to associate the e-mail with the associated record in Microsoft Dynamics CRM.
Procedure: Promoting multiple records to Microsoft Dynamics CRM

1. In the Outlook Inbox or Sent folder, select the messages to add to Microsoft Dynamics CRM. Select multiple messages using either the Shift or Ctrl key. 2. On the CRM toolbar, click Set Regarding to associate the e-mail messages with an entity. 3. In the Lookup dialog box under Look For, select the entity to which this e-mail is attached, select the record from the list, and then click OK. The promoted message appears in the History page of the Entity in Microsoft Dynamics CRM. NOTE A promoted message appears on the History page of the Entity in Microsoft Dynamics CRM.
Procedure: Convert All Incoming E-mail into Microsoft Dynamics CRM E-mail Activities
1. In Microsoft Dynamics CRM for Outlook, click the CRM menu and select Options. 2. In the Set Personal Options dialog, click the E-mail tab. Under Select how CRM for Outlook, select Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record. 3. If the previous option is selected, it activates the Track picklist. From the picklist, select All E-mail messages. 4. Click OK.
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Creating Mail Merge Documents

The Mail merge functionality in Microsoft Dynamics CRM Client for Outlook lets users send personalized letters to contacts or customers. Mail merge integrates with Microsoft Dynamics CRM 4.0 for Outlook, Microsoft Dynamics CRM, and Microsoft Word so that you can create documents (letters, faxes, envelops, and labels) that are auto-filled with Microsoft Dynamics CRM data, and sent via e-mail. The mail merge function enables users to: Create new templates or use an existing one to generate form letters Send form letters to contacts Resend old letters to new recipients Send faxes Create mailing labels and envelopes
Using Mail Merge Templates

Organizations can store a variety of mail merge templates for use with Microsoft Dynamics CRM. Organizational mail merge templates can be installed onto the server. Once installed, you can make the templates available to all users. Users can also create their own personal mail merge templates. Both types of templates support fields for multiple entities including custom attributes.
Procedure: Creating an Individual Mail Merge Template

1. In the Outlook Navigation Pane click Sales. 2. Under Sales, click one of the following: Accounts: Distributes to multiple businesses. Contacts: Distributes out to specific contacts. Leads: Targets leads in the system. Quotes: Responds when customers request a quote in regards to a product or service.
3. Select two or more records from the list. 4. Click the Merge icon on the Actions toolbar. 5. For Select the mail merge type, select Letter, Fax, Envelope, or Label. 6. For Start With A, select Blank Document. 7. For Merge, select Selected records on current page. 8. Click OK.
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Microsoft Word opens and is used to create a mail merge template. 9. 10. 11. 12. On Mail Merge Recipients click OK. On the Word Document type in Dear <space>, Place the cursor in substitute of <space>. On the Mailings tab toolbar click the Insert Merge Field drop-down menu.
Insert Mail Field appears. 13. In the list of fields to insert, click Account. 14. Place the cursor below the inserted Account, and type Thank you for contacting us, <space> will contact you shortly. 15. Place the cursor in substitute of <space>. 16. Click the Insert Merge Field drop-down menu. 17. Select Owner. Your letter should look like this: Dear Account_Name, Thank you for contacting us, Owner will contact you shortly. 18. In the Mail Merge wizard on the right, proceed to step 2 by clicking on Next: Write Your Letter. 19. Proceed to step 3, then step 4. 20. On the Merge section click Upload Templates to CRM. 21. Click Yes on the confirmation dialog box. 22. The attached document is attached to the template form. 23. Enter a name for the template in the Name field; this is a required field. 24. Click Save and Close. NOTE: To create a template using Word, ensure macros are enabled.
Understanding Communication Preferences

If any selected recipient has a communication preference set to Not Allow Mail or Not Allow e-mail, you receive the following message: Some recipients have indicated that they do not want to be contacted in this manner. Would you still like to include them anyway? If you click YES, the recipient is included in the recipient set.
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Procedure: Use a Mail Merge for a Mailing List
1. In the Navigation Pane, click Marketing, and then click Marketing Lists. 2. Select and open an account Marketing List from the list. NOTE: The Marketing List type must match the entity the Mail Merge template created for it. 3. Click the Mail Merge on List Members button on the Standard toolbar. 4. For Select the mail merge type picklist, select Letter. (Letter can be substituted by Fax, Envelope, or Label). 5. For Start with a: select Personal mail merge template. 6. Enter the name of the template previously created and click the Lookup search icon, or click the lookup search icon to search through a list of templates. 7. For Merge: select Selected records on current page. 8. If data fields need to added or deselected, click the Data Fields button. a. In the Add Columns dialog box select the Record Type you want to select the fields from. b. Select or edit the appropriate fields and click OK. c. Click OK in the Mail Merge dialog box. 9. Click OK. NOTE: A maximum of 62 fields can be added for the mail merge. The Mail Merge Recipients dialog box appears and Microsoft Word opens. 10. 11. 12. 13. 14. 15. Once verified that all recipients are selected click OK. Click Next Preview your letter, on the Mail Merge wizard. View your letter, and then click Next: Complete the merge. In the Mail Merge Wizard click Print Select All on the Merge to Printer dialog box. In the Print dialog box click OK, to print, or click the Finish & Merge button on the Word ribbon bar to implement the mail merge.
Procedure: Use a Mail Merge on a Set of Contacts

1. In the Navigation Pane, click Sales, and then click Contacts. 2. Select multiple Contact records from the list.
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3. Click the Mail Merge icon on the Actions toolbar. 4. In the Microsoft Dynamics CRM Mail Merge for Microsoft Office Word dialog box, click Select the mail merge type and select a type from the list. 5. Select the Personal mail merge template. 6. Enter the name of the template created previously and click the lookup search icon, or click the lookup search icon to search for the template. 7. Under Merge, click Selected records on current page. 8. If data fields must be added or deselected, click the Data Fields button. a. In the Add Columns dialog box, select the desired Record Type of the fields. b. Select or edit the appropriate fields and click OK. 9. Click OK. The Mail Merge Recipients dialog box appears and Microsoft Word opens. 10. 11. 12. 13. 14. 15. Verify that all recipients are selected, and then click OK. Click Next Preview your letter, on the Mail Merge wizard. View your letter, and then click Next: Complete the merge. In the Mail Merge Wizard click Print Select All in the Merge to Printer dialog box. On the Print dialog box click OK, to print, or click the Finish & Merge button on the Word ribbon bar to implement the mail merge. The Create Activities dialog box appears. 16. For Track Activities in Microsoft Dynamics CRM Mail Merge, select one of the following: a. Do not create Microsoft Dynamics activities No activities are created in Microsoft Dynamic CRM after the mail merge is completed. b. Create Microsoft Dynamics CRM activities: Create activities in Microsoft Dynamics CRM when running mail merge. If this option is selected, the Assign activities tosection is available. Under Assign Activities To: section, click which owner is assigned to the activity.
17. Click OK.
Procedure: Allowing a template to be Used by an Organization

1. In the Navigation Pane, click Settings, and then click Templates. 2. On the Standard toolbar, click the Mail Merge Templates icon. 3. In the list of Mail Merge Templates, select and open the template to be used.
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4. On the Actions toolbar, click the Action menu, and then click Make Available to Organization. 5. Click OK.
Demonstration: Using Mail Merge on a Set of Contacts

This demonstration uses mail merge to create a personalized letter for a group of customers.
Scenario
A salesperson sends a personalized follow up letter to customers who made a purchase at the end of each month thanking them for their business. This letter contains much of the same content, but the salesperson does not want to fully automate the process because she edits the material to be specific to each customer. To streamline the process she has created a mail merge template called [template name] which contains generic information. Goal description: Select five contacts and send them a letter based on [templatename].
Steps
1. 2. 3. 4. In the Navigation Pane, click Sales, and then click Contacts. Select multiple Contact records from the list. Click the Mail Merge icon on the Actions toolbar. In the Microsoft Dynamics CRM Mail Merge for Microsoft Office Word dialog box, click Select the mail merge type and select a type from the list. Select the Personal mail merge template. Enter the name of the template created previously and click the lookup search icon, or click the lookup search icon to search for the template. Under Merge, click Selected records on current page. Click OK.
5. 6.
7. 8.
NOTE: A maximum of 62 fields can be added for the mail merge. The Mail Merge Recipients dialog box appears, and Microsoft Word opens. 9. 10. 11. 12. 13. Verify that all recipients are selected, and then click OK. Click Next: Preview your letter in the Mail Merge wizard. View your letter, and then click Next: Complete the merge. In the Mail Merge Wizard click Print Select All in the Merge to Printer dialog box.
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14. On the Print dialog box click OK, to print, or click the Finish & Merge button on the Word ribbon bar to implement the mail merge. The Create Activities dialog box appears. 15. For Track Activities in Microsoft Dynamics CRM Mail Merge select Do not create Microsoft Dynamics activities. 16. Click OK.
Understanding Differences Between Outlook Clients

Microsoft Dynamics CRM for Outlook offers both an online and offline version. Each is designed to meet particular circumstances. Microsoft Dynamics CRM for Outlook with Offline Access is designed for mobile professionals who are often traveling with a laptop and need to access or to update information while disconnected from the server. Microsoft Dynamics CRM for Outlook without offline access is designed for environments where users do not disconnect from the network or where multiple users share the same machine (such as shift workers or bullpen environments).
Understanding the Online Client

The new online Microsoft Dynamics CRM for Outlook enables multiple user support that includes two scenarios: Multiple serial users on a shared workstation Multiple concurrent users for centralized applications servers
Highlights of the Microsoft Dynamics CRM On-line Outlook Client functionality are: Intended for users that do not or should not take data offline Multiple installations of the client on the same computer are possible; for example, shift workers sharing a machine Installation does not install the SQL Express database or the local web server No local (offline) platform Available online at any time, so no data is synchronized to the user's local machine
Understanding the Offline Client

If you install the Microsoft Dynamics CRM for Outlook with Offline Access, you can work offline with Microsoft Dynamics CRM data when you are not connected to the Microsoft Dynamics CRM server. When going offline, data is synchronized (copied) between Microsoft Dynamics CRM server and Microsoft Dynamics CRM for Outlook with Offline Access Microsoft Dynamics CRM for Outlook (the Outlook client) to ensure that you can access the latest data on your computer.
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NOTE: There are two types of synchronization that occur with the Outlook Client. The first is a synchronization of Contacts and Activities. Both the Online and Offline clients support this feature and allow you to view CRM Contacts, CRM Tasks, CRM Appointments, and CRM E-mails in Outlook. The second type of synchronization is only available to the CRM Client for Outlook with Offline Access, and allows any CRM record to be synchronized to a local data store that is visible through the Microsoft Dynamics CRM for Outlook with Offline Access at any time. The data copied from the server to the client is limited based on the user's security roles and permissions to records and rules called Filters. Only records with read access can be copied and only records that meet the criteria of the filter are copied to the client. You can work in many of the same areas you ordinarily work in when you are online. The exceptions to these areas are: System administration System configuration Managing Service Activities Managing services Service Calendar and Workplace Calendar Creating new sales literature items
Whenever you go online, the changes made to local records are uploaded to the Microsoft Dynamics CRM database.
Using Filters
Before going offline, you can select a subset of Microsoft Dynamics CRM data and copy it to your local computer. Any changes made to this data when you work offline are saved to the local copy of the data. For example, instead of recreating the entire database, you can copy only your active accounts for the state of Washington. These local data groups can be reset every time you go offline and give you the flexibility to download only the data you need. This speeds up synchronization with the Microsoft Dynamics CRM server when you go offline and also when you go back online. If you chose to remove large amounts of data from your local copy, this can cause a longer synchronization.
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Procedure: Setting Data Group Filters
1. In Microsoft Dynamics CRM for Outlook on the CRM menu, click Local Data. 2. Click New to start a new data filter. 3. Under Look For, select the type of record. 4. Click Select, select a filter, and then choose an operator (such as Equals). 5. Click Enter and select your search criteria. 6. Click Save. 7. Name the data group and click OK.
Synchronizing CRM Data

There are two types of synchronization with Microsoft Dynamics CRM for Outlook. The first type is when Microsoft Dynamics CRM syncs directly with Outlook. The second type of synchronization enables you to go offline and take the records you need to access. Then when you are online, you can synchronize the records. The data group filters set up in Setting Data Group Filters govern which records are copied to your local computer and which records are updated from your local computer when you are online.
Procedure: Synchronizing Data for Working Offline

1. In Microsoft Dynamics CRM for Outlook on the CRM menu, click Synchronize with CRM. 2. If you have a lot of data, synchronization may take some time. You can view detailed information about the errors and the synchronization's progress. In the Synchronizing Microsoft Dynamics CRM Data dialog box, click Details. You can view information on the following tabs: Tasks. Displays progress information about the number of records and activities that are being synchronized. Errors. Displays an explanation of any errors that occur during the synchronization process, so that you can correct them.
NOTE: We recommend that you run the synchronization process for the first time immediately after Microsoft Dynamics CRM is installed. The first synchronization is typically the slowest as it involves copying the greatest amount of data.
NOTE: The local SQL Express Database has a four-gigabyte storage limit.
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Understanding How Outlook Synchronization Handles Deletions
When Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM synchronize, records that you delete in Microsoft Dynamics CRM for Outlook are also deleted in Microsoft Dynamics CRM, with the following exceptions: If a contact is deleted in Outlook and the contact is not owned by you, the contact is deleted in Microsoft Dynamics CRM and Microsoft Dynamics CRM for Outlook. If a contact is deleted in Outlook and is owned by you, the contact is not deleted in Microsoft Dynamics CRM or Microsoft Dynamics CRM for Outlook, but the link is broken and the record is not updated or recreated in Outlook. If a contact is deleted in Microsoft Dynamics CRM or Microsoft Dynamics CRM for Outlook and the contact is owned by you, it is not deleted in Outlook, but the link is broken and the record is not updated. When you delete an e-mail message, contact, completed task, past appointment, or service activity in Outlook, it is not deleted in Microsoft Dynamics CRM, but the link is broken. However, if you delete a pending (incomplete) task or future appointment in Outlook, it is also deleted in Microsoft Dynamics CRM.
Understanding Synchronization Conflicts

Microsoft Dynamics CRM submits changes from a user on a field-by-field basis; this helps reduce the possibility that two offline users overwrite each other's changes. If two users update the same record while offline, the last one online wins and be the final copy of data that is stored on the server. NOTE: When you run a synchronization process, Microsoft Dynamics CRM overwrites existing information without verifying or comparing the last saved date. This means if you changed a record a week ago, and someone else changed that same record earlier today, if you run synchronization in the afternoon, your changes overwrite the other person's even though your changes are older. If, however, you and another user change different data, both changes are saved. For example, if you have a customer named Jeff Smith, and you change his first name to John and another user changes his last name to Rodman, when you both synchronize your data, the customer's name will be John Rodman.
Demonstration: Synchronizing CRM Data

This demonstration illustrates how to synchronize data in Microsoft Dynamics CRM.
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Scenario
A Microsoft Dynamics CRM user has updated the contact record for [account name] while offline. Another user modified the same record this morning. As the user who is updating records offline synchronizes with the CRM Server this afternoon, the changes overwrite the changes of the user who is working online, even though the changes are older. This is because the sync time is considered to be the change time for the record that was edited offline. If the users change different records at the same time, then both changes are saved. Goal Description The Microsoft Dynamics CRM user creates a contact record for Convenient Bike Shop while working in Microsoft Dynamics CRM for Microsoft Outlook. As soon as the record is created, the user synchronizes to ensure there are no conflicts.
Steps
1. In Microsoft Dynamics CRM for Outlook, log on as [username]. User ID: [username] Password: [password]. 2. In the Navigation Pane, click Sales, Marketing, or Service (whichever module is applicable), and then click Contacts. 3. In Contacts, select New from the Actions toolbar. 4. Enter your First Name, Last Name, and Business Phone number into the form, to create the new contact record for Convenient Bike Shop. 5. Click Save and Close. 6. On the Standard toolbar, click the CRM menu, and then click Synchronize with CRM. 7. In the Synchronizing Microsoft Dynamics CRM Data dialog box, click Details, and then click the Tasks tab to view the progress of the synchronization.
Summary
Microsoft Dynamics CRM for Outlook provides a Microsoft Dynamics CRM user with access to Microsoft Dynamics CRM as they travel, work away from the office, or work in the office. Users can have Microsoft Dynamics CRM data available on a computer that is disconnected or when connected to the Microsoft Dynamics CRM server. Using synchronization, users can update all records as soon as they are back online. Microsoft Dynamics CRM makes it possible to capture interactions with a customer in one place. Users can provide better customer experiences and do their jobs more effectively by being able to speak knowledgably about the sales activities with a customer. Using mail merge, users can reach out in an individualized way to many clients at once with minimal effort. Users can create mail merge templates using the Wizard provided in Microsoft Dynamics CRM.
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Test Your Knowledge

Functions
1. When working in Microsoft Dynamics CRM for Outlook, what functions are available in the Microsoft Dynamics CRM? ( ) Mail Merge ( ) Customizations ( ) Adding new members ( ) All of the above
Synchronizing
2. When online synchronizing from Microsoft Dynamics CRM for Outlook to Microsoft Dynamics CRM which of the following can the user control? ( ) Accounts ( ) Tasks ( ) Phone Calls ( ) Leads
Activity Types
3. Which Activity Types are not considered to be a Task in the Microsoft Dynamics CRM Outlook Client? (Select all that apply.) ( ) E-mail ( ) Phone Calls ( ) Faxes ( ) Letters
True Statements
4. Select all that are true: (Select all that apply.) ( ) Completed activities show up in the History list, incomplete activities show up in the Activity list. ( ) If an activity is 'regarding' an entity, it appears in the entities Activity or History list. ( ) You can use "Set Regarding" to associate a Note to an entity. ( ) Clicking the View Regarding button in Outlook opens the form for the entity the activity is regarding.
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Set Regarding Button
5. The Set Regarding button does the following? (Select all that apply.) ( ) Promotes an Outlook appointment, task or e-mail to a CRM Activity ( ) Appears depressed if the record is already a CRM Activity ( ) Allows you to select an entity and associate the Activity ( ) Can be used to change the activity type
Mail Merge
6. Which record types can use the Mail Merge function in Microsoft Dynamics CRM for Outlook? (Select all that apply.) ( ) Contacts and Accounts ( ) Contacts and Leads ( ) Accounts and Leads ( ) Leads and Users
Mail Merge Command

7. Where is the Mail Merge command found in the Microsoft Dynamics CRM for Outlook? ( ) Workplace Actions Menu ( ) Accounts Actions Menu ( ) Workplace More Actions Menu ( ) Accounts More Actions Menu
Mail Merge
8. Which is not a mail merge type? (Select all that apply.) ( ) Letter ( ) E-mail ( ) Phone Call ( ) Task
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Lab 5.1 - Creating an Opportunity and an Appointment From an Inbound E-mail

In this lab, use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario An account executive for an advertising firm, has just received an e-mail from a customer [customer name] about a potential opportunity. The e-mail explains that the customer would like to schedule an appointment to meet with the sales representative, and the creative director of the firm. The purpose for this meeting will be to brainstorm slogans for a new product release. They would like to schedule the meeting as soon as possible. The creative director can use the meeting in his calendar to open the opportunity and view its details. Goal Description Use the information provided in an inbound e-mail to create an opportunity and an appointment with the customer and the creative director, all through Outlook.
Challenge Yourself!
Create an opportunity using an inbound e-mail [subject title] from Microsoft Dynamics CRM for Outlook with Offline Access. Then, set up an appointment for [creative director] and [client]. Tie the appointment to the opportunity [opportunity name] using Set Regarding. Open the appointment in your calendar and use View Regarding to see details of opportunity [opportunity name].
Need a Little Help?

To create an opportunity using an inbound e-mail from Microsoft Dynamics CRM for Outlook with Offline Access. NOTE: This procedure assumes that the system you are working on has an inbound email message. If it does not, you may have to create one before proceeding.
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Step by Step
1. Open the inbound e-mail with the subject [subject title]. 2. Click Set Regarding on the CRM toolbar. Click More in the Look Up Records dialog box and then select Opportunity. 3. Click New. 4. For Topic, type [topic title], this is a required field. 5. For Potential Customer, type [customer name]. 6. In the list of Potential Customers find and select the Potential Customer and click OK. 7. Click Save and Close. Select the newly created opportunity and click OK. 8. Open your Outlook Calendar. 9. Select a date and time to schedule the meeting and right click. From the list, select New Appointment. 10. On the Appointment e-mail form, enter the Subject and location. Click Set Regarding, and select the Opportunity [topic] you created. 11. Click Invite Attendees, and invite [creative director] and [client]. 12. Click Send. 13. Open the appointment from your calendar. 14. Click View Regarding to see the details of the opportunity. 15. Click [account name] to see the details of the account.
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Lab 5.2 - Synchronization in the Microsoft Dynamics CRM Client for Microsoft Outlook
In this lab you perform offline and online synchronization in Microsoft Dynamics CRM. As you complete the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario [User's organization] has several Microsoft Dynamics CRM users who are leaving the office to attend a trade show in [trade show city and state]. They want to be assured that they have all appropriate Microsoft Dynamics CRM records available to them while they are traveling. Before leaving the office, they need to take Microsoft Dynamics CRM for Outlook with Offline Access. Goal DescriptionOne of these users must update the Contact record for [Contact] with the [Account]. The user wants to ensure changes made while in [tradeshow city] are available upon returning to the office.
Challenge Yourself!
Using the information below, update the contact information for [Contact] with the [Account], set synchronization options for automatic synchronization with Outlook to synchronize the CRM items in your outlook folders every twenty minutes, and then synchronize Outlook with Microsoft Dynamics CRM. Start the Microsoft Dynamics CRM for Outlook. Log on as the System Administrator.
Need a Little Help?

Start the Microsoft Dynamics CRM for Outlook with Offline Access. Log on as System Administrator for the purposes of this lab. Login Username [username] Password [password]
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Step by Step
1. In the Navigation Pane, click Workplace, and then click Customers. 2. Click Contacts. 3. In the Quick Find box above the list of Contacts, type [contact name]. 4. Select and open [contact name] records. 5. Update the following fields: Address Name [address name] Street 1 [street 1] City [city] State/Province [state] Zip/Postal Code [zip code] Address Type Primary 6. Click Save and Close. 7. In the Navigation Pane, click Settings and then click Administration. 8. Click System Settings, and then click the Outlook tab. 9. Change any needed Synchronization settings, click OK. 10. On the CRM menu in Outlook, select, Synchronize with CRM.
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2.
3.
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Solutions
Test Your Knowledge
Functions
1. When working in Microsoft Dynamics CRM for Outlook, what functions are available in the Microsoft Dynamics CRM? ( ) Mail Merge ( ) Customizations ( ) Adding new members () All of the above
Synchronizing
2. When online synchronizing from Microsoft Dynamics CRM for Outlook to Microsoft Dynamics CRM which of the following can the user control? ( ) Accounts () Tasks ( ) Phone Calls ( ) Leads
Activity Types
3. Which Activity Types are not considered to be a Task in the Microsoft Dynamics CRM Outlook Client? (Select all that apply.) () E-mail ( ) Phone Calls () Faxes ( ) Letters
True Statements
4. Select all that are true: (Select all that apply.) () Completed activities show up in the History list, incomplete activities show up in the Activity list. () If an activity is 'regarding' an entity, it appears in the entities Activity or History list. ( ) You can use "Set Regarding" to associate a Note to an entity. () Clicking the View Regarding button in Outlook opens the form for the entity the activity is regarding.
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Set Regarding Button
5. The Set Regarding button does the following? (Select all that apply.) () Promotes an Outlook appointment, task or e-mail to a CRM Activity ( ) Appears depressed if the record is already a CRM Activity () Allows you to select an entity and associate the Activity ( ) Can be used to change the activity type
Mail Merge
6. Which record types can use the Mail Merge function in Microsoft Dynamics CRM for Outlook? (Select all that apply.) () Contacts and Accounts () Contacts and Leads () Accounts and Leads ( ) Leads and Users
Mail Merge Command

7. Where is the Mail Merge command found in the Microsoft Dynamics CRM for Outlook? ( ) Workplace Actions Menu () Accounts Actions Menu ( ) Workplace More Actions Menu ( ) Accounts More Actions Menu
Mail Merge
8. Which is not a mail merge type? (Select all that apply.) ( ) Letter ( ) E-mail () Phone Call () Task
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CHAPTER 6: AN INTRODUCTION TO SALES

Objectives
The objectives are: Know the fundamental elements of the sales process. Know when to use leads to qualify or disqualify opportunities. Know when to use opportunities. Understand sales order processing and know when to use quotes, orders, and invoices. Know when to use the Product Catalog. Know when and how to use the Competitors area. Know when and how to use the Sales Literature area.
Introduction
This lesson covers the basic sales process and how sales processes vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them. It discusses some key elements to consider when deploying Microsoft Dynamics CRM, including the need to meet stakeholder goals and find a balance between meeting those goals and the goals of constituent user groups. It also provides details about general features of the sales system that are not covered in future lessons.
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Introducing Sales Management

Sales is the heart of Microsoft Dynamics CRM. If an organization uses no other area of Microsoft Dynamics CRM, it uses the Sales area. For that reason, the Sales folder in the Navigation Pane provides access to all core Microsoft Dynamics CRM functions. For sales managers and other company management, CRM provides insight into the sales pipeline, including the ability to track types of opportunities, close ratios, revenue forecasts, and other important sales information. This data is available at an individual and departmental level so that performance can be measured throughout the organization. However, as discussed in Lesson 4, the data available to these managers is only as good as what is entered by the workforce. Microsoft Dynamics CRM sales management provides tools for helping salespeople manage their own pipeline. These include integration with Microsoft Outlook, e-mail, activity tracking, and reminder and task management features. At the heart of sales management is the opportunity. An opportunity is used to track a deal as it moves through the sales process. Opportunities represent the sales pipeline for the organization. For organizations that want to track more detail about how opportunities are created, the leads entity can be used. Leads contain information about potential deals and customers. Leads can be used to help track ways the organization establishes new relationships. Sales can be tracked at the opportunity level to provide high-level data around the pipeline, but for organizations that want specific data around amounts and blends of the products and services being sold, CRM provides a Product Catalog. This feature can be extended using the sales order processing features to track the quoting, ordering and invoicing processes. Sales order processing features are also easily integrated with fulfillment and accounting systems.
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The elements described above are all tied together through a sales process. CRM can support many different sales processes. A typical sales process looks like this:
FIGURE 6-1 TYPICAL SALES PROCESS
Microsoft Dynamics CRM supports the sales process through these key modules: Accounts: Allows you to manage accounts, which are organizations that the organization might do business with. Contacts: Allows you to manage contacts: a person representing a customer or potential customer, or an individual related to an account, such as a supplier. Leads: Allows you to manage possible customers who must be qualified or disqualified as sales opportunities. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. Opportunities: Allows you to manage opportunities, which are potential sales to an account or contact. Opportunities represent potential revenue from an account or a contact. Competitors: Allows you to manage competitors, which are entities that might compete with your organization for sales opportunities. Competitor records can be linked to opportunity, product, and sales literature records, so they are available when competing for a sale. Sales Literature: Allows you to manage sales literature, the documents that are created and given to customers to help increase sales.
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Products: Allows you to manage products, the items, or services that the organizations sells or provides. Products can be linked to other records, such as quotes, campaigns, and cases. Quotes: Allows you to manage quotes, which are the formal offers for products or services, proposed at specific prices and the related payment terms. Quotes can be sent to an opportunity, account, or contact. Orders: Allows you to manage orders, which are confirmed requests for the delivery of goods or services based on specified terms. An order is a quote accepted by a customer. Invoices: Allows you to manage invoices, which are orders that have been billed. Invoices record a sale to a customer, including details about the products or services purchased.
Not all of these modules are required. Every organization is different and will need to decide which modules to use and how to use them. This chapter provides an overview of the sales modules and how they work together, as well as information to help you decide which modules and features to use and how to use them.
Managing Leads
Leads represent lists of potential customers and deals that have not been qualified. A large percentage of leads never materialize into customers. Thus, the goal of the sales organization is to qualify leads that have the potential to turn into a sale, so that sales representatives can focus on the opportunities that have higher chances of success. Deciding Whether to Use Leads Not all organizations use leads. Some organizations deal with opportunities; that is, qualified prospective sales. These organizations may not implement the leads portion of Microsoft Dynamics CRM. Organizations that depend on mass demand generation processes - such as advertisement, road shows, cold calling prospect lists, and so on-will likely use leads. Businesses that have demand generation methods or those that engage in mass marketing campaigns may benefit from lead management because this process helps sift through the data and helps sales focus their efforts in the best direction. To decide whether to use the leads area, consider these questions: Does the organization invest substantial time and money in generating lists of possible customers? For example, does the organization do mass mailings, cold calling, and so on? Does the organization keep lists of people who are the correct demographic, but for which it has limited information (such as limited contact information)?
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Does the organization have a process or teams dedicated to sifting through these possible customers and contacting them or otherwise filtering them to identify good prospects? Does the organization need to manage lists of potential customers that should not be mixed in with the Accounts and Contact lists?
If the answer is yes to these questions, the organization may want to use leads. Even if the organization does not have large lead generation initiatives, ask if management wants to track the effort that sales spends tracking and working with prospects. If so, consider using Microsoft Dynamics CRM's lead management features.
Managing Opportunities
In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When the prospect or customer expresses qualified interest in buying the business products or services, they are considered an opportunity. This is a key part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss. BEST PRACTICE: Every organization considers qualified prospects differently. The difference between a lead and a customer/opportunity pair should be studied in planning an implementation. Often, there is a sensible line in the sales process, such as handing off contact information from marketing to sales, that is clearly a qualification process. Many sales organizations start their process from the opportunity stage rather than the lead stage. Sales people spend the majority of their time working on the opportunity and use Microsoft Dynamics CRM to track customer communications and tasks relevant to converting the opportunity to a sale. Almost all sales processes use opportunities to track potential revenue and do sales forecasts.
Opportunities and Other Areas

The Opportunity area integrates with the Products and Competitors areas if they are used. If the organization creates a product catalog with price lists, users can associate products with opportunities. If the organization uses orders, the opportunities can generate orders or proposals. Likewise, users can associate competitors with opportunities to show the competition for a sale. Users can view sales literature by directly searching the literature list or view it while working on an opportunity, through the products or competitors associated with the opportunity.
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Processing Sales Orders

Quotes, orders, and invoices are all potential components of an organization's sales processing. Although Microsoft Dynamics CRM is designed so that the sales processing flows from quote to order to invoice, an order can be created without a quote and an invoice can be created without an order. Thus, CRM provides flexibility to accommodate a variety of sales processing methods.
Managing Quotes
Quotes are used when a sale representative must inform potential customers about the products and prices associated with the opportunity. Often, the quote goes with a proposal. Customers receive the quote and evaluate it against their budget and needs. If it is a match, then the customer comes back with an acceptance and places an order for the product or service based on the terms in the quote. Otherwise, there are further negotiations until you reach acceptable terms. Quotes only work if the organization has price lists. Price lists can be set up through Microsoft Dynamics CRM's product catalog or they might be stored in another internal system, such as an Enterprise Resource Planning (ERP) system. Quotes can be the integration points between the two solutions. For example, the Microsoft Dynamics CRM quote might pick up the customer information from Microsoft Dynamics CRM and pick up the product and pricing information from the other system. Quotes provide customers with the terms of sale, so it is important to capture price and product or service information in quotes. In some cases, an organization may need to capture special information such as a tracking number, which must be added to Microsoft Dynamics CRM as a custom field. Or, integration with another system may require custom fields. You can add additional fields or customize many existing ones to meet these needs.
Managing Orders
When customers confirm requests for the product or service, an order is placed. Organizations receive and process orders that covert to invoices and revenue. Microsoft Dynamics CRM offers functionality to record customer orders. Orders can be created from quotes that have been accepted. Thus, they can be related back to the opportunities that resulted in them. After the order is placed it needs to be fulfilled. Organizations often have a fulfillment system in place that Microsoft Dynamics CRM needs to integrate with. Alternatively, the user can enter fulfillment status in Microsoft Dynamics CRM to track it in the system. Information about an order should include the shipping and billing contact information as well as the price and product or services ordered. Beyond this, the business may have a set of details they want to include, such as discount or promotion codes. These can be added as custom fields to the order record type.
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Microsoft Dynamics CRM has two kinds of pricing behavior on orders and invoices: Use Current Pricing Prices Locked
When you use current pricing, the price is directly associated with the price per unit for the product as it appears in the product catalog. Therefore, if a price is changed for a product in the product catalog, the unit price changes in all open invoices, as well as both draft and active orders that include that product. This may not be the behavior you want with existing orders or invoices that have been presented to the customer. In this case, use the Prices Locked method. When you lock prices, the price per unit for a product in an open order or invoice is locked. Even if the product price changes in the product catalog, the open order or invoice that has locked prices enabled remain at the original price.
Managing Invoices
Invoices are requests for payment from a business to its customers. Invoices are related to orders. Depending on the payment terms, an invoice may be generated from an order after it is fulfilled or when it is placed. Microsoft Dynamics CRM allows users to generate invoices from the system. In many organizations, a separate financial system tracks the invoice payment. In those cases, if the solution's Invoice area is used, it is important to effectively integrate the two systems to keep the data synchronized. Invoices should contain information from the order, such as the billing and shipping address and payment terms. Organizations with specific needs can add custom fields to the invoice, such as loyalty program numbers, and so on. Businesses may decide to add an approval process to the invoice and use workflows to support it.
Managing Products and Pricing

Microsoft Dynamics CRM offers businesses the choice of maintaining and managing their product and pricing information in the solution. This information helps the sales team reconcile product and price information during a sales process and allows for automated creation of quotes and orders. In non-service organizations, products and inventory are closely linked. Many organizations have internal systems to handle inventory management. In that case, the product details, pricing, and stock information must be passed to Microsoft Dynamics CRM, so it will be necessary to integrate the two systems. Sales literature can be associated with products. If the Product Catalog area and the Sales Literature areas are used, sale representatives can view the available literature for products when working on opportunities.
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Keeping Track of Competitors

Microsoft Dynamics CRM includes a competitor feature that enables an organization to compile information about its competitors. This information provides the organization's sales staff with a powerful tool they can use to compete effectively, close on more sales opportunities, and strengthen customer relationships. The competitor information management feature allows orgaonizations to: Compile a repository of product literature, pricing structures, and product reviews for each competitor. Track the products that competitors sell and compete with your products. Add products or sales literature to help compete with the threat, such as battle cards or information on how to win against the competitor. Track competitors by creating relationships between competitors and opportunities. Track sales lost to competitors by specifying the competitor you lost to when a sale is lost. The organization can use this information to assess the opportunities lost to or won against each competitor.
Tracking competitors can be a key aspect of the sales process. The more information a team has about a competitor's strengths, weaknesses, opportunities, and the threats a competitor presents, the more likely it is to win sales against that company. Sales literature can be associated with competitors. If Competitors and Sales Literature are used, sale representatives can view the literature available to compete with other organizations, while working on an opportunity.
Procedure: Create a Competitor

1. In the Navigation Pane, click Sales, and then click Competitors. 2. On the Actions toolbar, click New. 3. On the General tab, enter information or observe any noted restrictions or requirements as needed: Name: The name of the competitor. Ticker Symbol: If you enter a ticker symbol for a market outside the United States, you must prefix it with the country code, for example, US:MSFT (country code:ticker symbol). This information is available only for markets that are currently listed on the MSN Money Web site. In addition to the United States (US), MSN Money also provides information for markets in Australia (AU), Belgium (BE), Canada (CA), France (FR), Germany (DE), Great Britain (GB), Italy (IT), Japan (JP), Netherlands (NL), Spain (ES), and Sweden (SE).
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Key Product: Enter the competitor's product that you most frequently compete with for sales. Web Site: The competitor's web site address. Reported Revenue
4. Address Section: Fill out the competitors address information. Click the Analysis tab and fill in the following fields with the relevant competitor's information: Overview Strength Weakness Opportunity Threat
5. Click Save and Close.
Adding Products to Competitors

Knowing the products competitors carry helps to identify areas within your own product line where you can expect the greatest challenges to making a sale. If you list the products competitors carry, then you can create a scorecard that helps the sales organization present data to potential customers about how your products provide benefits that your competitors cannot meet. Procedure: Add a product to a competitor 1. In the Navigation Pane, click Sales, and then click Competitors. 2. Select a competitor from the list, on the Actions toolbar select More Actions, and then select Edit. 3. Under Details in the left navigation, click Products. 4. On the Actions toolbar, click Add Existing Product. 5. Type part of the product name, and then click the Lookup icon. 6. Under Available records, select the product, click the >> arrow button to move the product to Selected records, and then click OK. 7. Click Save and Close.
Managing Sales Literature

The Microsoft Dynamics CRM Sales Literature system is a central repository for an organization's sales information. It provides your sales team with access to sales literature, product brochures, articles, discount, and pricing structures, and so on. NOTE: Sales literature is categorized by subject. Create a subject tree before adding any literature or documents. Refer to Lesson 4 for more information about creating subject trees.
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Users can view sales literature by directly searching the literature list or view it while working on an opportunity. Sales literature can be associated with either products, competitors, or both. Organizations can make relevant sales literature easier to find by implementing either a product catalog or the competitors module, or both, and then relating the literature to the appropriate product or competitor. The sales representative can then look up the relevant literature based on the product or competitor associated with the opportunity.
Procedure: Add or Edit Sales Literature

The Sales Literature area provides a way to add, remove, and manage documents associated with products and services. 1. In the Navigation Pane, click Sales, and then click Sales Literature. 2. On the Actions toolbar, click New. 3. Fill out the following on the Sales Literature form: In the Title box, type a title of a sales literature. This is a required field. Enter the Subject, type in the subject and click the Lookup search icon, or click the lookup search icon. Select the subject. If there are no other subjects listed, select Default Subject. This is a required field. In the Type drop-down list, select the type of sales literature. Under Description, type any detailed information that needs to be highlighted in the sales literature. Employee contact, this field indicates the most knowledgeable person about the sales literature you selected. Expiration Date, this date is when the sales literature expires and is no longer available. 4. Click Save and Close.
Procedure: Add Documents to Sales Literature

You can attach documents to sales literature. When adding a document, you must enter a title. You can also specify the author and add keywords, which can be used later to locate the document. 1. In the Navigation Pane, click Sales, click Sales Literature, and then double click a sales literature title to open it. 2. In the form's navigation pane, click Documents. 3. On the Actions toolbar, click New Document. 4. Enter the Title that describes the document. This is a required field. 5. If known, type in the author of the document under Author.
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6. Under Keywords, type in keywords to help identify the document. 7. To attach a file to the document, click Browse to locate the file, and then click Attach. Attaching a file might take a few minutes, depending on the size of the file. 8. Click Save and Close.
Procedure: Remove Documents from Sales Literature

1. In the Navigation Pane, click Sales, click Sales Literature, and then double click the sales literature title to which you added a document. 2. In the form's navigation pane, click Documents. 3. Select the document to be deleted, on the Actions toolbar, click the Delete icon, and then click OK. 4. Click Save and Close.
Summary
This lesson provides an overview of the features available in the Sales area of Microsoft Dynamics CRM. It described each area of the sales system in greater detail and provided guidance to help decide when to use each.
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Test Your Knowledge

Sales Assistance
1. Microsoft Dynamics CRM provides assistance with which of the following? Select all that apply. (Select all that apply.) ( ) Lead Management ( ) Sales Forecasting ( ) Guaranteed sales ( ) Tracking customer communications
Business Benefits
2. What business benefits can be gained by using Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) ( ) Shorter sales cycles ( ) Higher close rates ( ) Better customer retention ( ) Better inventory management
Creating an Opportunity
3. What needs to be present before creating an opportunity? ( ) A marketing list ( ) A lead ( ) A competitor ( ) A customer
Leads
4. Is the use of leads required for the sales process? ( ) Yes ( ) No
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Sales Process
5. Task: Arrange the following in order according to their position in the sales process, from first to last. Select all that apply. Step _____ : Opportunity Step _____ : Quote Step _____ : Lead Step _____ : Invoice
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Lab 6.1 - Create Competitors

In this lab, enter a competitor in the competitor form instead of importing. The lab is intended to familiarize you with the fields in the competitor form. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. Scenario To review how effective a recent marketing campaign performed you created a report of how many opportunities you have won. You have found a significant number of opportunities closed with a loss to [name] company. This company may pose a threat so you feel you should analyze and track them. You ask one of your Marketing Representatives to create a competitor in Microsoft Dynamics CRM to follow up on this [company] and track the competitor's activities. Information about the company: Name: Website: Address: Keyproduct:
Goal Description The goal of this demonstration is to learn how to create a competitor in Microsoft Dynamics CRM. This will place the competitor in the system for future analysis.
Challenge Yourself!
Need a Little Help?

Use the information in the Scenario and Goal Description to complete the lab. 1. In the Navigation Pane, click Sales, and then click Competitors. 2. On the Actions toolbar, click New. 3. On the General tab, enter the Name, Web Site, Address, and Key Product. In this lab, this is the product [name] produces that competes against you. 4. On the Notes tab, click the line Click here to enter a new note... When the cursor bar begins blinking enter a quick note about the company; Company needs threat assessment. 5. Click Save and Close.
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2.
3.
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Solutions
Test Your Knowledge
Sales Assistance
1. Microsoft Dynamics CRM provides assistance with which of the following? Select all that apply. (Select all that apply.) () Lead Management () Sales Forecasting ( ) Guaranteed sales () Tracking customer communications
Business Benefits
2. What business benefits can be gained by using Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) () Shorter sales cycles () Higher close rates () Better customer retention ( ) Better inventory management
Creating an Opportunity
3. What needs to be present before creating an opportunity? ( ) A marketing list ( ) A lead ( ) A competitor () A customer
Leads
4. Is the use of leads required for the sales process? ( ) Yes () No
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Sales Process
5. Task: Arrange the following in order according to their position in the sales process, from first to last. Select all that apply. Step 1 : Opportunity Step 4 : Quote Step 3 : Lead Step 2 : Invoice
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CHAPTER 7: OPPORTUNITY MANAGEMENT

Objectives
The objectives are: Understand the role of opportunities in Microsoft Dynamics CRM. Use sales process workflows for pipeline reporting. Create opportunities. Work with opportunities, by applying such things as sales processes, adding activities, viewing sales literature, adding products, and competitors. Close opportunities.
Introduction
This lesson explains how to use Microsoft Dynamics CRM to work with qualified customers when making a sale. It begins by explaining how to create an opportunity. It discusses sales process workflows and how you can use them to manage opportunities and track their progress through the pipeline. It discusses the ways to track the activities being done for an opportunity and manage the opportunity, including viewing sales literature, and adding information about products of interest and competitors. It ends by discussing how to properly close an opportunity record in Microsoft Dynamics CRM.
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Understanding Opportunities
An opportunity is a potential sale. Opportunities are the primary means of tracking individual potential sales. Tracking opportunities allows you to track and reporting on the sales pipeline for an individual salesperson, a sales department, or the entire organization. You can create a new opportunity directly in the system, or, if you use leads in your organization, you can convert qualified leads to opportunities to avoid re-entering data. BEST PRACTICE: Many organizations use specific terminology for potential deals and customers to differentiate them during the sales process. It is important to understand that in Microsoft Dynamics CRM Leads specifically refers to unqualified potential relationships, while Opportunities refers to a specific deal with a potential or current customer. Remember that leads can contain information about a person, the organization where they work, and a potential sale. However, after qualification, this lead information is divided between three records: the contact record, the account record, and the opportunity record. Be sure users understand the difference between leads and opportunities. Managing opportunities is critical for any business since successful management leads to sales, as well as helping to accurately forecast potential revenue. Sales teams are measured on the business they generate and opportunity pipelines are often used as a measurement for sales tracking and performance. This makes opportunities a focus of the sales team. Sales people spend a lot of time and energy working on opportunities to turn them into sales. Working with opportunities may involve several customer interactions and activities, such as assessing the customer needs, formulating a solution, making a proposal, and finally gaining acceptance from the customer. These activities form the sales stages of the opportunity and are important to track because they provide an indicator of how far the opportunity is from closure. To further aid in closing the sale and analyzing opportunities, you can track attributes such as the probability of the sale closing. Probability can be entered by the sales person or calculated by the system based on where the opportunity is a pre-defined sales process.
Scenario
[Company1] is using CRM to track products and sales orders. A sales representative for the organization has converted a lead, [Company2], into an opportunity, account, and contact. Subsequent interactions with the customer are tracked from within the opportunity. The customer is interested in [Product1]. The sales representative associates that product with the opportunity, and then reviews the sales literature available for the product. He selects a piece of literature and sends it to the customer.
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Sales Processes and the Sales Pipeline Report

Organizations often forecast potential revenues by assessing the opportunities they have and what stage they are at in a sales process, called the pipeline. Depending on the organization's sales process, a pipeline can have several stages. Each stage moves the opportunity nearer to closure, increasing the likelihood of a successful sale. Thus, there is a direct relationship between where the opportunity is in the sales pipeline and the probability of the sale's closure. Organizations can run pipeline status reports which forecast revenue based on pipeline stages, giving the business a more accurate picture of the expected revenue. Accurate forecasting in this manner only works if there is consistency in assessing probabilities based on stage. For example, if sales people manually enter probabilities at each stage, one sales representative may enter a 30% probability for opportunities at stage B, while another sales representative may only enter a 15% probability for opportunities at the same stage. It's thus beneficial for businesses to define and implement a sales process workflow to drive and track opportunities through the pipeline stages in a consistent, prescribed manner and to define the probabilities for each stage.
Scenario
A sales manager at a [company1] has discovered a potential client at a [vertical] firm. He creates an opportunity which initiates his organization's sales process workflow. The opportunity goes through three stages: Discovery: The sales manager and the rest of the sales team identity the customer needs and pain points. When the sales manager creates the opportunity, the sales process workflow is automatically applied and creates a task activity for the sales manager to schedule an assessment meeting with the customer. Several other activities and steps follow this until the assessment is complete, at which point the sales team analyzes the requirements and completes the discovery stage. When the stage is complete, the workflow sets the Probability field to 20%. Proposal: The sales manager determines how to meet the requirements identified in the discovery stage and drafts a proposal for the customer. The workflow ensures that mandatory information is entered in the system. A negotiation process ensues until the customer approves the proposal and pricing. When the stage is completed, the workflow sets the Probability field to 60%. Closing: The proposal has been accepted by the client, so in Microsoft Dynamics CRM the sales manager completes the contract with the client and schedules delivery of the solution. When the sales manager marks the sale as closed and sets the status reason, the sales process workflow ends. Before ending, the workflow sets the Probability field to 100%.
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Sales Process Workflows
Microsoft Dynamics CRM offers the ability to manage the sales pipeline using staged workflows. These workflows, designed specifically to define the sales pipeline process, are called sales process workflows. In a sales process workflow, the workflow stages map to the pipeline stages. A sales process workflow can consist of several stages as defined by the business. Each stage may have several activities associated with it, such as scheduling a meeting with a customer or sending a letter. You can require that all these activities be completed to move to the next stage, so that one stage must be completed before you move to the next. The workflow can also automatically set a probability when all the activities are completed and you move to the next stage. In this way, the probability of the opportunity automatically changes. Using sales process workflows in Microsoft Dynamics CRM allows businesses to implement a uniform pipeline to ensure consistent tracking and reporting. You can create more than one sales process workflow. For example, an organization might use different pipeline processes for different types of opportunities. BEST PRACTICE: When you create a sales process workflow that creates activities, include the opportunity name in the activities you create, so that the end user can view the opportunity related to each task.
Demonstration: Using Workflows and the Sales Process

This demonstration uses the Pipeline report to view specific sales information.
Scenario
A sales representative for [user's organization] has discovered a potential client at [company]. The sales process starts with the creation of an opportunity and then goes through three phases: Discovery, Proposal, and Close. Goal Description The goal of this demonstration is to create a sales process using stages which an opportunity goes through to become a sale.
Create a Staged Workflow

Follow these steps to create a staged workflow: 1. 2. 3. 4. In the Navigation Pane, click Settings, and then click Workflows. On the Actions toolbar, click New. Under Workflow name, enter [name for Sales Process workflow]. Under Entity, select Opportunity. This workflow starts when an opportunity is created.
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5. 6. 7. 8. 9. Under Type, select New blank workflow. Click OK. Under Scope select Organization Under Publish As, select Workflow. Under Start when, select Record is created. This ensures that the workflow initiates each time a new opportunity is created.
Create a Stage
Follow these steps to creating a stage: 1. On the Actions toolbar, click Add Step. In the confirmation message, click OK. 2. Click Type a stage description here, and then enter Discovery Stage. 3. In the next row, click Select this row and click Add Step, and then, on the Actions toolbar, click Add Step, and then select Update Record. 4. Click the Set Properties button. 5. In the Update Opportunity dialog box, on the Additional Fields tab, under Pipeline Phase, enter Discovery. 6. Click Save and Close. 7. In the next row, click Select this row and click Add Step, and then, on the Actions toolbar, click Add Step, and then select Create Record. 8. Click Type a description here, and then type Assessment Meeting. 9. In the next row, under Create, select Task. 10. Click the Set Properties button. 11. In the Create Task dialog box, under Subject, enter Schedule an Assessment Meeting. 12. Click Save and Close. 13. On the Actions toolbar, click Add Step, and then select Create Record. 14. Click Type a description here, and then type Complete Requirements Document. 15. In the next row, under Create, select Task. 16. Click the Set Properties button. In the Create Task dialog box, under Subject, enter Complete Requirements Document.
Complete the Workflow

Follow these steps to complete the workflow: 1. Click the blue dot next to the Assessment Meeting title, to select the row. The row will be highlighted in blue. 2. On the Actions toolbar, click Add Step, and then select Wait Condition.
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3. Click Type a step description here, and enter Wait Condition for Assessment Meeting. 4. In the next row, click <condition> (click to configure). 5. In the Specify Workflow Condition box, point to Select, and then under Local Values, select the task Assessment Meeting. 6. In the next column, point to Select and select Activity Status. 7. In the next column, point to Select, and select Equals. 8. In the next column, point to Enter Value, and then click the ellipsis. In the Available values list, select Completed, and then click >> to move the value to the Selected Values list, Click OK. 9. Click Save and Close. 10. Repeat steps 1 through 9 to add the same type of Wait Condition for the Complete Requirements Document. 11. Repeat the steps from the previous the section to add the next stage, Proposal Stage. Include these steps: Task Make Draft Proposal Task Get Pricing Approval 12. Repeat steps 1 through 9 to add Wait Conditions that require the tasks in the Proposal Stage to be completed. 13. Repeat the steps from the previous the section to add the next stage, Closing Stage. Include these steps: Task Complete the Contract Task Schedule Delivery of the Solution At this point, the workflow script is finished. 14. Repeat steps 1 through 9 to add Wait Conditions that require the tasks in the Closing Stage to be completed. 15. In the Workflow form, on the Standard toolbar, click Save. 16. On the Standard toolbar, click Publish to publish the workflow.
Using a Sales Process to Track Opportunities

Users can apply the appropriate workflow to the opportunity when it is created, or they can design the workflows to check for certain criteria when an opportunity is created, to launch the correct workflow. When you apply a sales process workflow to an opportunity, the workflow adds activities to the opportunity (which also show up in the user's Workplace activity list) based on the current sales stage. Users can check off each activity as it is completed. When the required activities in a stage are completed, the opportunity automatically moves to the next stage in the sales process, changing probabilities, as specified in the workflow.
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BEST PRACTICE: You can use the Task list and the Calendar in Microsoft Outlook to more easily work with opportunities. You can have Microsoft Dynamics CRM activities appear as tasks in the Microsoft Outlook Task list (or as appointments in the calendar for meetings) and then mark them as completed from within the Outlook. For more information, refer to Lesson 5, Using the Microsoft Dynamics CRM Client for Outlook.
Using the Sales Pipeline Report

The Sales Pipeline report is a standard report that comes with Microsoft Dynamics CRM. The Sales Pipeline report works in conjunction with sales process workflows to show forecasted revenue in a variety of ways. To use the sales process workflow, you must: Create a staged workflow Apply the workflow to the opportunities you want to track in the report Enter expected revenue for the opportunities
When you run the Sales Pipeline report, you select the sales process workflow to report on. Any opportunities to which the workflow has been applied will appear in the report. You can view the revenue forecasts by sales stage, to see expected revenue and weighted expected revenue. You can also view the revenue in other ways, such as by sales territory or by product. You can use the report to forecast sales revenue based on likelihood of opportunity closure, as indicated by the stages.
Procedure: View a Sales Pipeline Report

1. In the Navigation Pane, click Workplace, and then click Reports. 2. In the list of reports, select and open the Sales Pipeline report. 3. In the Report View dialog box, if desired, change the default criteria. Refer to the Microsoft Dynamics CRM Help for instructions. 4. Click Run Report. 5. On the Sales Report, under Group By Sales Process, select the sales process workflow that will be the basis of the report. 6. Under Group By, select the data by which to group the report. Select Sales Stage to see revenue by sales stage, as defined in the sales process workflow. 7. Under Revenue, select the type of revenue you would like to have displayed on the report. 8. Click View Report.
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NOTE: The opportunity you are reporting against must have a revenue field entered to have it display on the report. Reports can also be exported and printed.
Creating Opportunities
Opportunities can be created manually or by converting a lead or an activity to an opportunity. If your organization uses leads, you will often convert leads into opportunities. (Lesson 8, Lead Management, discusses the process of converting leads into opportunities.) In other situations, create a new opportunity for an existing account or customer, or create an opportunity based on an activity that has occurred, such as an e-mail or a phone call. BEST PRACTICE: Even if your organization chooses not to use leads as part of the standard sales process, you can use them as a helpful data entry tool. When a new relationship is established, you can enter information about a person, their company, and also their potential sale into a lead record and then qualify the lead. Microsoft Dynamics CRM creates the contact, account, and opportunity saving you from typing information into all three forms. You might create an opportunity from scratch, for example, if an existing customer calls to ask about a new product or service the company is offering. Even if the customer and account exist, you would create an opportunity to reflect this particular potential sale.
Procedure: Create an Opportunity

Follow this procedure to create a new opportunity or edit existing opportunities. 1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. On the Actions toolbar, click New. 3. On the General tab, enter information or observe any noted restrictions or requirements as needed: Topic: Enter information that reflects what the opportunity is interested in. For example, if an existing customer called for details about a product, list the name of the product as the topic. Potential Customer: Enter the appropriate account or contact. You can click the Lookup icon to search for the customer or to create a new account or contact. Price List: If the organization uses price lists, select the appropriate price list. You can click the Lookup icon to search for the price list. More information about price lists can be found in Lesson 9, Using the Product Catalog.
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Revenue: If an organization uses automated pricing, select System Calculated. Otherwise, select User Provided, and then enter an amount under Est. Revenue. Est. Revenue: Estimated revenue is calculated for opportunities with products added to them. If you selected User Provided, enter an amount in this field. This value appears in the list of opportunities on the main opportunities page and is used for forecasting purposes. Est. Close Date: If desired, enter the date when the sale is expected to close. This date is used for forecasting purposes. Probability: If an organization uses probabilities, enter a number between 1 to 100, to indicate the likelihood of the sale occurring. Note that this value may be auto-calculated based on a sales process.
4. On the Administration tab, enter information or observe any noted restrictions or requirements as needed: Owner: Enter the owner of this opportunity, if necessary. The owner is automatically populated with the name of the user creating the record. You can click the Lookup icon to search for another user. Status Reason: Select the status of this opportunity, such as In Progress or On Hold. 5. On the Notes tab, select Click here to enter a new note, and enter any details about this opportunity. 6. Click Save and Close.
Converting Activities to Opportunities

Interactions between a sales representative and a customer may result in opportunities. For example, a sales representative may receive a call, e-mail, or fax from a customer looking to buy a product or a service. Or an opportunity may present itself during a meeting with the customer. These interactions or activities can be tracked in Microsoft Dynamics CRM. The system allows the user to directly convert the activity to an opportunity. This enables the sales team to efficiently update their opportunity pipeline.
Procedure: Convert an Activity to an Opportunity

1. In the Navigation Pane, click Workplace, and under My Work, click Activities. 2. In the list, select and open the activity that you want to convert. 3. On the Action toolbar, on the Convert Activity menu, select To Opportunity. 4. In the dialog box, under Customer, enter an Account or Contact. Click the Lookup search icon to search for an account or contact.
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5. If necessary, under Currency, change the currency used for this opportunity. (By default, the currency is based on the currency specified for the chosen account or contact.) 6. If appropriate, under Source Campaign, enter the campaign that generated this activity. You can click the Lookup icon to search for the campaign. NOTE: On the Convert Activity to Opportunity dialog box, by clearing Record a closed campaign response, changes the Source Campaignfield to be not required. 7. Select any other options that are appropriate, and then click OK. 8. On the Opportunity form click Save and Close.
Working with Opportunities

Working with opportunities can involve several tasks: Tracking the products in which the customer is interested Tracking activities related to the opportunity Tracking competitors Sending literature to the customer Assigning and sharing opportunities Moving Opportunities through a sales process workflow
To sell effectively, sales people need to know what interactions have occurred with a customer - what touch points have taken place and what needs to happen next. Proactively reaching out to customers helps move the sale forward. Phone calls, e-mails, faxes, and meetings are key interactions. So that sales people can have a complete view of the opportunity, it is important to track the various activities that take place with the customer. Microsoft Dynamics CRM allows users to record and relate different types of activities to an opportunity. Organizations that maintain product information in the CRM system may also want to relate those products to opportunities. That way, when a sales person needs to produce a quote or a proposal, Microsoft Dynamics CRM can be used to generate it with details of the products and services in which the customer is interested. Tracking products and associating them with opportunities also helps calculate the value of the opportunity, which helps sales people to focus on highvalue opportunities. More details regarding products can be found in Lesson 9, Using the Product Catalog. The sales team may want to track information about the other organizations with which they are competing. Competitors can be associated with opportunities, so that sales people know what issues need to be addressed to make this particular sale.
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Lastly, while pursuing an opportunity, sales teams may need to send out product or service information to the customer. Microsoft Dynamics CRM allows users to view the available literature for products and competitors associated with the opportunity. For example, you can track the sales literature about products that was sent to this customer. This consolidated information can help the sales team improve their chances of winning business, because they have more information about what they can send what they have sent to their customers.
Adding and Viewing Activities for an Opportunity

The bulk of the work needed to close an opportunity is to interact with the customer in one way or another. This work is recorded in Microsoft Dynamics CRM as activities. Activities can be added for an opportunity before they are completed, to keep track of actions that must be taken. You can add specific activities, such as phone calls or e-mails, or use the Task activity to track generalized to-do items. For example, to call a contact about the opportunity, create an activity and note what the phone call should include. Later, when you complete the phone call, you can mark the activity as completed. (Some activities, such as e-mail, are automatically marked as completed when they have gone through Microsoft Dynamics CRM.) Once an activity is complete, it becomes part of the history for this opportunity. You can view the activities performed for an opportunity and view them over various timeframes, such as the last week or the last ninety days.
Procedure: Add a new Activity to the Opportunity

1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. On the Standards toolbar, on the Actions menu, select Add Activity and then select the Task, other activities that can be added are: Fax Phone Call E-mail Letter Appointment
4. For the Subject field, enter the topic for this activity. 5. In the main text box enter a description of the task. 6. For the Owner field, the owner is automatically populated with the name of the user creating the record. You can click the Lookup icon to search for another user (The Owner field does not appear for appointment activities).
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7. If there is a due date for this task, enter the data in the Due field. 8. Enter any additional information in the appropriate fields and then click Save and Close. NOTE: To manually close an activity (mark the activity as completed), open the activity record. On theStandard toolbar, underActions, select the appropriate option for the activity, such as Close Fax orClose Meeting.
Procedure: View the History of Activities

Activities appear in the history list when they have been closed. Thus, history contains the list of e-mail and faxes sent, tasks completed, and phone calls made or meetings that were held. 1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. In the form's navigation pane, in the Details area, click History. 4. For the Filter on picklist, select the time period to view activity history. 5. Under Include, select Related Records to view the history from all records related to the opportunity record, such as the history of activities for leads or contacts associated with this opportunity. Select This Record Only to view the history for this opportunity only. 6. Click Save and Close.
Adding Competitors to an Opportunity

Track your competitors together with the products and sales literature they carry that matches your own inventory. When tracking opportunities, knowledge about competition can be the difference between winning and losing. This knowledge can help the sale team better position their services and products against the competition thus improving chances of winning.
Procedure: Adding a Competitor to an Opportunity

1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. In the form's navigation pane, in the Sales area click Competitors. 4. On the Actions toolbar, click Add Existing Competitor.
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5. In the Look Up Records dialog box, click the Lookup icon to see the list of available competitors in the Available records list on the left. Select a record in the Available records list and then click the right arrow buttons to move the competitor to the Selected records list. Click OK. 6. Click Save and Close.
Viewing Sales Literature through an Opportunity

Sales representatives may need to send sales literature as part of the sales process. Sales literature is created by other parts of the organization but is available for viewing and use by the sale team. Sales literature is not directly associated with opportunities. Rather, literature is associated with either a product or a competitor. The product or competitor is associated with an opportunity, and the sales literature can be view by first viewing the product or competitor record associated with the opportunity.
Procedure: Access Sales Literature through a Competitor

1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. In the form's navigation pane, in the Sales area, click Competitors. 4. In the competitors list, select and open a competitor. 5. In the form's navigation pane, in the Sales area, click Sales Literature. 6. In the list, select and open a literature record to view detailed information about the literature. 7. Click Save and Close.
Procedure: Access Sales Literature through a Product

1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. In the form's navigation pane, in the Details area, click Products. 4. In the products list, select and open a product. 5. In the form's navigation pane, in the Sales area, click Sales Literature. 6. In the list, select and open a literature record to view detailed information about the literature. 7. Click Save and Close. NOTE: To view sales literature for a product, you must have a product list associated with the opportunity and literature must be associated with the appropriate products in that price list.
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Assigning and Sharing Opportunities
During creation, an opportunity has an owner associated with it. Typically, it is the sales person that is working on then opportunity. Sometimes, the owner may need to be changed. In addition, larger opportunities are often owned by a team or group of sales people. Microsoft Dynamics CRM provides the ability to share opportunities across users and teams, allowing for the recognition of revenue generation by user or a team. Microsoft Dynamics CRM allows sales teams to assign opportunities to specific users or share opportunities between users. This allows for transitioning of opportunities and allows more than one user or team to work on the opportunity.
Procedure: Assign an opportunity

1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid, but do not open an opportunity. 3. On the Actions toolbar, click the Assign icon. 4. In the Assign Opportunity dialog box, select Assign to another user, and then enter the user or team to whom you are assigning the opportunity. You can click the Lookup icon to search for a user. 5. Click OK. NOTE: If the user or team does not appear in the list, contact the system administrator.
Closing Opportunities
Working with an opportunity usually involves several stages. Each organization has its own sales process, often implemented in the solution using workflows. Eventually, the opportunity comes to a close, hopefully as a sale that has been won.
Closing an Opportunity
When an opportunity is won or lost, it needs to be marked as closed. Closing an opportunity does not delete it from the system, but the opportunity is no longer available in the list of active opportunities and some of the fields become readonly. It is better to close an opportunity rather than deleting it. That way, notes and attachments that are associated with the opportunity are saved for future reference and the opportunity can be re-opened if interest is renewed.
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NOTE: Once a opportunity is closed it can be re-opened, however if an opportunity is deleted all information is lost. The audit trail for reports and analysis is lost when opportunity records are deleted. Consider carefully before deleting an opportunity.
Procedure: Close an Opportunity

Whether you win a sale or lose it, you need to close the opportunity and indicate the status of the opportunity at closing (A potential sale to an account or contact that may be won or lost.). 1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Select and open an opportunity from the grid. 3. On the Standard toolbar, click the Actions menu, select Close Opportunity. 4. In the Close opportunity dialog box, for the Status field, select Won or Lost. If you select Won, enter the following information: Status Reason: Select the reason for closing this won opportunity. The default is Won, but the system administrator may have added additional fields to capture information about won opportunities. Actual Revenue ($): Enter the agreed upon price for this sale. This value is pre-populated if you added products to the opportunity. Close Date: Enter the date this sale closed. Description: Enter the reason for the win. If you select Lost under Status, enter the appropriate information in the following fields: Status Reason: Select the reason the opportunity was lost. The default options are Canceled or Out-Sold. The system administrator may have added other options. Actual Revenue ($): Enter the expected revenue this sale would have generated. This value is pre-populated if you added products to the opportunity. Close Date: Enter the date that you closed the opportunity. Competitor: If you lost the sale to a competitor and you know the competitor, enter the competitor. You can click the Lookup icon to search for the competitor. Description: Enter the reason for the loss.
5. Click OK. 6. Click Close.
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Reopening Opportunities
Sometimes, an opportunity that was closed must be reopened. For example, an opportunity was lost because the customer did not budget for the purchase. Later, the customer returns with budget and wants to buy the product. In that case, the closed opportunity can be reopened. Reopening a closed opportunity rather than creating a new one allows the user to obtain context from the history of activities for this opportunity. Leveraging knowledge of earlier interactions puts the sales person in a good light, speeds up the sales process, and helps the sales person be more effective in identifying customer requirements and winning the business.
Procedure: Reopen a Closed Opportunity

You cannot reopen a deleted opportunity. If you deleted the opportunity, create a new opportunity to reflect the renewed interest. 1. In the Navigation Pane, click Sales, in the Sales area click Opportunities. 2. Under View, select Closed opportunities. 3. In the list of opportunities, select and open a closed opportunity. 4. On the Standard toolbar, click the Actions menu, select Reopen Opportunity. 5. In the confirmation dialog box, click OK. 6. Click Save and Close.
Demonstration: Managing Your Pipeline Scenario

A sales representative is ending the week and wants to review the health of the current pipeline and plan activities for the next week. Upon reviewing the current pipeline, the salesperson decides that opportunity [opportunity name] will close next week if he makes one extra phone call, so he adds the phone call to his activity list. Goal Description This demonstration accomplishes the following: Uses the pipeline report to review progress Uses activities to manage opportunities and tasks Schedules a new activity
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Steps
View a Sales Pipeline Report: In the Navigation Pane, click Workplace, and then click Reports. In the list of reports, select and open the Sales Pipeline report. In the Report View dialog box, click Run Report. On the Sales Report, under Group By Sales Process select [workflow name]. 5. Under Group By, select Sales Stage. 6. Click View Report. NOTE: To identify the opportunity involved in each stage, select the Opportunity's title belowOpportunity on the report. Adding a phone call activity on an opportunity: 1. 2. 3. 4. 5. 6. 7. In the left navigation click Sales, then click Opportunities. Select and open [opportunity name] from the grid. In the form's navigation pane, click Activities. On the New Activity dialog box, click Phone Call. Click OK. On the Task form enter [subject name] in the Subject field Click Save and Close. 1. 2. 3. 4.
Summary
This lesson explained how to work with opportunities in Microsoft Dynamics CRM. It explains how to create opportunities and work with them. It explained how to create sales process workflows and use them to forecast revenue through the Sales Pipeline report. It showed you how to work with opportunities, including adding product and competitor information to them, specifying activities and tracking their status, and how to view literature that might be helpful in closing the sale. It also covered how to properly close an opportunity record in Microsoft Dynamics CRM.
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Test Your Knowledge

Opportunity
1. What is an opportunity? ( ) Promise of purchase by a customer ( ) Potential sale ( ) An opportunity is the same as a Lead ( ) A record that is created after you prepare a quote
Opportunities
2. What types of information can be tracked via opportunities? Select all that apply. (Select all that apply.) ( ) Associated contacts ( ) Salesperson actively working it ( ) List of competitors ( ) Likelihood of close
Add Products to an Opportunity

3. Which of the following must be specified before products can be added to an opportunity? ( ) Salesperson ( ) Estimated Revenue ( ) Price List ( ) Discount
Delete Opportunity
4. What happens when an opportunity is deleted? Select all that apply. (Select all that apply.) ( ) All related note information is lost ( ) The opportunity cannot be reactivated ( ) A status reason can be specified ( ) All related activity information is lost
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Closed Opportunity
5. A closed opportunity has changed their minds and would like to do business with you. You now need to _________ the opportunity? ( ) Create a new ( ) Reopen ( ) Activate ( ) Assign
Sales Pipeline
6. To access the Sales Pipeline report, the user can click on Reports from the? ( ) Workplace module ( ) Sales module ( ) Service module ( ) Settings module
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Lab 7.1 - Creating a Sales Process

In this lab you create a staged Sales Process workflow for opportunities. The Sales Process will create an activity to have completed for the opportunity to advance through the different stages of the Sales Process workflow. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. Refer to the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A system administrator wants to create a Sales Process workflow for opportunities based on his or her organization three sales stages Discovery, Proposal, and Closing. This automatically adds Activities to the Opportunity's activity list based on the current sales stage. As more activities are completed, the opportunity moves further along the stages in the Sales Process. Goal Description Use Microsoft Dynamics CRM to accomplish the following: View the Lead Source Effectiveness report Locate the type of lead that produced the most revenue View the opportunities that contributed to the revenue
Challenge Yourself!
Need a Little Help?

Follow these steps to create a staged workflow:
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. 9. In the Navigation Pane, click Settings, and then click Workflows. On the Actions toolbar, click New. Under Workflow name, enter [name for Sales Process workflow]. Under Entity, select Opportunity. This workflow starts when an opportunity is created. Under Type, select New blank workflow. Click OK. Under Scope select Organization. Under Publish As, select Workflow. Under Start when, select Record is created. This ensures that the workflow initiates each time a new opportunity is created.
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Step by Step Create a Stage
Follow these steps to creating a stage: 1. On the Actions toolbar, click Add Step and select Stage. In the confirmation message, click OK. 2. Click Type a stage description here, and then enter Discovery Stage. 3. In the next row, click Select this row and click Add Step, and then, on the Actions toolbar, click Add Step, and then select Update Record. 4. Click the Set Properties button. 5. In the Update Opportunity dialog box, on the Additional Fields tab, under Pipeline Phase, enter Discovery Phase. 6. Click Save and Close. 7. Select the block below Discovery Stage that includes the Update: Opportunity text and the Set Properties button and then, on the Actions toolbar, click Add Step, and then select Create Record. 8. Click Type a step description here, and then type Assessment Meeting. 9. In the next row, under Create, select Task. 10. Click the Set Properties button. 11. In the Create Task dialog box, under Subject, enter Schedule an Assessment Meeting. 12. Click Save and Close. 13. On the Actions toolbar, click Add Step, and then select Create Record. 14. Click Type a step description here, and then type Complete Requirements Document. 15. In the next row, under Create, select Task. 16. Click the Set Properties button. In the Create Task dialog box, under Subject, enter Complete Requirements Document. 17. Click Save and Close.
Step by Step Complete the Workflow

Follow these steps to complete the workflow: 1. Click the blue dot next to the Assessment Meeting title, to select the row. The row will be highlighted in blue. 2. On the Actions toolbar, click Add Step, and then select Wait Condition. 3. Click Type a step description here, and enter Wait Condition for Assessment Meeting. 4. In the next row, click <condition> (click to configure).
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5. In the Specify Workflow Condition box, point to Select, and then under Local Values, select the task Assessment Meeting. 6. In the next column, point to Select and select Activity Status. 7. In the next column, point to Select, and select Equals. 8. In the next column, point to Enter Value, and then click the ellipsis. In the Available values list, select Completed, and then click >> to move the value to the Selected Values list. Click OK. 9. Click Save and Close. 10. Repeat steps 1 through 9 to add the same type of Wait Condition for the Complete Requirements Document. 11. Repeat the steps from the previous the section to add the next stage, Proposal Stage. Include these steps: Task Make Draft Proposal Task Get Pricing Approval 12. Repeat steps 1 through 9 to add Wait Conditions that require the tasks in the Proposal Stage to be completed. 13. Repeat the steps from the previous the section to add the next stage, Closing Stage. Include these steps: Task Complete the Contract Task Schedule Delivery of the Solution At this point, the workflow script is finished. 14. Repeat steps 1 through 9 to add Wait Conditions that require the tasks in the Closing Stage to be completed. 15. In the Workflow form, on the Standard toolbar, click Save. 16. On the Standard toolbar, click Publish to publish the workflow. 17. The Workflow Publish Confirmation dialog box appears. Click OK. 18. Click Close to close the Workflow.
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Lab 7.2 - Managing Your Pipeline

In this lab you complete the activities of an opportunity in the Proposal sales stage to move the opportunity forward to the Closing stage. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. Refer to the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A sales representative creates an opportunity, completes the activities to advance the opportunity from the Proposal stage to the Closing stage in the sales process. Goal Description Use Microsoft Dynamics CRM to accomplish the following: Open the opportunity's activity to view the Tasks remaining. Complete the remaining tasks. Advance the opportunity to the final stage in the sales process
Challenge Yourself!
Need a Little Help?

Follow to create a three part Staged Workflow:
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. In the Navigation Pane, click Sales, and then click Opportunities. Click Activities. In the list, select and open [Task name]. On the Action toolbar, on the Actions men, select Close Task. In the Close Task dialog box click OK. Click Close. On the Activity form click the Refresh icon to view remaining tasks. Repeat steps 4 through 7, to complete for all the remaining tasks in order to advance the Opportunity to the Closing stage.
NOTE: On the bottom right corner on the Opportunity form the Pipeline Phase can be found. The Pipeline Phase displays the stage the opportunity is currently in, this feature must be manually set on the workflow.
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2.
3.
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Solutions
Test Your Knowledge
Opportunity
1. What is an opportunity? ( ) Promise of purchase by a customer () Potential sale ( ) An opportunity is the same as a Lead ( ) A record that is created after you prepare a quote
Opportunities
2. What types of information can be tracked via opportunities? Select all that apply. (Select all that apply.) ( ) Associated contacts () Salesperson actively working it () List of competitors () Likelihood of close
Add Products to an Opportunity

3. Which of the following must be specified before products can be added to an opportunity? ( ) Salesperson ( ) Estimated Revenue () Price List ( ) Discount
Delete Opportunity
4. What happens when an opportunity is deleted? Select all that apply. (Select all that apply.) () All related note information is lost () The opportunity cannot be reactivated ( ) A status reason can be specified () All related activity information is lost
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Closed Opportunity
5. A closed opportunity has changed their minds and would like to do business with you. You now need to _________ the opportunity? ( ) Create a new () Reopen ( ) Activate ( ) Assign
Sales Pipeline
6. To access the Sales Pipeline report, the user can click on Reports from the? () Workplace module ( ) Sales module ( ) Service module ( ) Settings module
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CHAPTER 8: MANAGING LEADS

Objectives
The objectives are: Understand the process for using leads in Microsoft Dynamics CRM. Create and import leads into Microsoft Dynamics CRM from a file. The goal of this demonstration is to convert an e-mail activity to a lead. Qualify leads and track and convert them. Convert a lead to an opportunity Review the new contact and account Disqualify leads that will not result in sales and reactivate leads that have been disqualified. View reports about leads.
Introduction
This lesson examines a more complex sales process and discusses leads in detail, as they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account, and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads. Finally, the lesson highlights ways to use lead reports.
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Using Leads in Microsoft Dynamics CRM

As discussed in Lessons 6 and 7, Microsoft Dynamics CRM provides the Opportunity entity to allow users to track a deal through the sales process. Some organizations use only the Opportunity entity to track all deals through the process. Organizations frequently use Leads to provide detailed workflow or reporting on the process of getting prospects into the sales pipeline and qualified. A qualified prospect is one where the sales department believes that there is an opportunity to complete a sale. In these cases, Leads are the start of the sales process If your sales process begins with leads, once you have entered them into Microsoft Dynamics CRM you can manage their status, qualify them (verify that they are interested in a product), or convert them into an opportunity, account, contact, or all the above. You can also disqualify them if they are no longer interested in your products and reactivate them when they express interest in the future. Best Practice: Use Leads to store large amounts of low value information, such as prospecting lists, attendees from trade shows, and other lists. Leads are also useful to keep the Marketing departments data sets and the Sales departments data sets separated. In this scenario, Marketing qualifies the lead and converts it to an account, contact, and opportunity for the sales people to further engage.
Generating and Tracking Leads

Leads are typically generated by using several methods and sources. For example, you might obtain leads from web sites, inquiries, referrals, networking, responses to marketing campaigns, or from purchased lists. The important thing to remember about leads is the more information you have, the more likely you are to turn them into an opportunity and, eventually, into a customer. Leads are tracked separately from customers through the sales cycle. By not mixing leads with qualified customers, the sales team can focus its efforts on one or the other, operating more effectively. Leads entered into Microsoft Dynamics CRM can be automatically routed to the correct salespeople or teams by creating workflows based on rules defined by the organization or administrator. You can use workflow rules to track leads and close sales consistently and efficiently by automating stages in the sales process. Best Practice: Remember that even though the Leads list and Accounts, Contacts, and Opportunities lists are in the same database, think of them as separate data sets. Leads are used to track large amounts of unqualified data; Accounts, Contacts, and Opportunities are used to track smaller amounts of more detailed, qualified data.
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You can track activities with leads, such as making phone calls or sending emails. The status of these activities is tracked and the activity history is retained, so users can view the open and closed activities for leads. If a lead is converted into an opportunity, account, or contact, the activities performed on the lead are converted and stored with the new record, keeping the history of actions taken. Disqualified leads remain in the database for business reporting purposes; for example, to later analyze the success of different list sources or to assess how much time the sales force spends prospecting leads.
Scenario
This scenario describes how a company can gather leads and use Microsoft Dynamics CRM to assign the leads using a workflow process. Each morning, a sales representative receives a list of leads that have registered on the company web site since the previous day. The sales representative imports the leads to Microsoft Dynamics CRM using the Import Leads feature. The company also generates leads in a number of other ways: Participation in trade shows Requests for product information resulting from magazine advertisements The purchase of marketing lists for direct mail campaigns
After they are entered, leads automatically run through a pre-configured workflow rule that assigns the leads based on geographic location and creates activities. The next step is to contact the lead. Based on the interaction with the lead, the sales representative might take any of several actions: Update information such as the company web site Enter notes about the interaction Qualify the lead into an account, contact, or opportunity
If the sales representative encounters a lead that is not interested in pursuing a sales relationship, the lead is disqualified. The Sales Representative indicates a reason for disqualifying the lead. Disqualified leads are retained in the database, so their data can be used for later market research or they can be reactivated if there is later interest. The company tracks leads that result in closed sales, and the method of lead source that produced the closed sale. This allows the company to focus on the successful marketing campaigns and refine them.
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NOTE: Leads are not typically connected to accounts or contacts. After converting a lead to an account, contact, or opportunity, the lead record is closed. However, you can track activities (telephone calls, appointments, letters, or tasks) for a lead. The activities do not get converted to activities for the account or contact, however they can be seen in the Related Records view for the account or contact created.
Creating and Importing Leads

You can enter leads individually or you can use Microsoft Dynamics CRM to import lead lists into the database. Importing leads is the quickest way to add them to Microsoft Dynamics CRM. For example, you might already have lead information in Microsoft Office Outlook or Microsoft Office Excel that you can leverage by using the Import Data Wizard to bring them into Microsoft Dynamics CRM. You can import leads and other entities directly into Microsoft Dynamics CRM. Imports are performed using the Import Data Wizard, which accepts commadelimited value (CSV) files. While the Import Data Wizard is described in this lesson, it is available for use in many areas of Microsoft Dynamics CRM and can be used to import records for a variety of entities. You will need two components to import data: A CSV file that contains the import information in the correct format. The data must be in the correct order to map to the appropriate database fields and the data must be in the correct format (number, string, correct number formats, and so on.) A data map that shows the correspondence between the CSV fields and the Microsoft Dynamics CRM fields. Create data maps by clicking Settings, Data Management, Data Maps.
Data imports run asynchronously on the server. As part of the import request you can direct the server to send you an e-mail when the import is complete.
Capturing Information About Leads

When you create a lead, you may consider only entering system-required fields or business-recommended fields. However, the more data collected and entered, the more likely you can turn leads into business opportunities and then sales. In particular, consider capturing the following information: Contact Information The sales staff cannot follow up with leads unless they have a way of contacting them. Provide as much contact information as possible.
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Source Campaign The Source Campaign lookup field can be used to tie the lead back to a marketing campaign. This helps the Marketing Department evaluate the performance of their campaigns and make better marketing investment decisions. Lead Source The Lead Source field is only helpful if you enter the lead source for most of your leads. This field helps the Marketing Department track how qualified leads are generated and analyze the effectiveness of different lead sources. This enables the department to produce better marketing campaigns. Industry The Industry field is used in various reports such as Lead Source Effectiveness. The report can be filtered to display the lead source effectiveness by industry. Another form that includes the Industry field is the Account form. NOTE: If the industry you need is not in the list, work with the system administrator to add the new industries to this field. If the system administrator adds custom industries to the Leads form, ensure they should add them to the Account form to keep the two lists synchronized.
Convert an Activity to Lead

To help users work efficiently, Microsoft Dynamics CRM includes the ability to convert certain activities (such as an incoming e-mail) directly to an entity such as a case, opportunity, or lead for additional follow-up. When converting an activity to a lead, the originating activity becomes a related activity for the new lead. If the activity is open, it appears in the Activities list for the case. If the activity is closed, it appears in the History list.
Procedure: Create or Edit a Lead

1. In the Navigation Pane, click Sales, and then click Leads. 2. On the Actions toolbar, click New. 3. On the General tab, enter information or observe any noted restrictions or requirements as needed. 4. In the Contact Information area, enter information or observe any noted restrictions or requirements as needed: Topic: This information reflects the lead's interest. For example, if a potential customer calls and asks for details on a product, list the name of the product here. First Name: First name of the lead. Last Name: Last name of the lead.
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Company Name: In the Contact Information area, enter all the contact information available for this lead. This information assists a salesperson in making future contacts. Microsoft Dynamics CRM validates e-mail addresses. For example: someone@microsoft.com(mailto:someone@microsoft.com).
5. On the Details tab, enter all the available information, including: Address Company Information Lead Information: Specify the lead source information, if possible, to help determine which marketing method, such as advertisement or trade shows, generates the most leads for your organization.
6. On the Administration tab, enter information, noted restrictions, or requirements as needed: Status Reason: This value appears in the list of leads in the Leads area. You can sort by the Status Reason column to view new leads or those already contacted. Source Campaign: Enter the campaign record if this lead was generated as a result of a campaign created in Microsoft Dynamics CRM. You can use Lookup to search for the record. Contact Methods: Enter the contact method of the lead. Marketing Information: Select if the lead wants to receive marketing materials. 7. On the Notes tab, click Click here to enter a new note, and add the information that applies to the record. 8. Click Save and Close. BEST PRACTICE: Use workflow rules to assign a lead or to create activities that a sales representative should use to qualify the lead. Workflow and Sales Processes are discussed in the Completing the Sale lesson.
Procedure: Create a Data Map from a Source File

This procedure describes how to create a data map from a source file, when you have a CSV file and want to use it to create a data map. 1. In the Navigation Pane, click Settings, in the Settings area click Data Management. 2. On the Data Management home page, click Data Maps. 3. On the Actions toolbar, click New. 4. For the Name field, type a name for the data map. 5. In the Mappings area, click Attributes.
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6. Click Load Sample Data at the bottom of the form. 7. In the Upload Sample Data box, click the Browse button and locate the CSV file for which you are creating a map. 8. Click OK. The Source column is populated with the column headings from the CSV file. For each row in the Source column, select the corresponding Microsoft Dynamics CRM field from the Target list, and then click the Map button under the Target list. 9. If you want this data map to not import some of the data in the CSV file, select each column you do not want imported and click Ignore. 10. In the Mappings area, click List Values. 11. The List Attribute Column Headings shows each Microsoft Dynamics CRM field you selected that uses a drop-down list. For example, the Industry drop-down list attributes lists user-selectable industries. Under Corresponding List Values, for each item in the Source column, select an item from the Microsoft Dynamics CRM Value list, and then click Map. The mapped value displays in the Target column of the Corresponding List Values box. 12. In addition to any values from the sample file, specify a target Microsoft Dynamics CRM value for rows in the source data that have no data for this attribute (Empty), and for rows that contain data that is not mapped (Unmapped). For example, when importing leads, you might want to map any empty or unmapped values in the Rating column to Cold. 13. After completing the map, click Save and Close. The new data map appears in data map lists.
Procedure: Import Leads Using the Import Data Wizard

1. In the Navigation Pane, click Workplace. On the Standard toolbar select the Tools menu. 2. Select Import Data. 3. For the Data File field, click Browse and select the CSV file. 4. Click Next. 5. For Record Type field, select Lead for the type of record you are importing. 6. Under the Map, select the import map to use. Click the Lookup search icon to search for and select a specific data map to use. Click Next.
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NOTE: If you do not have an import map for the data, create one based on the CSV file. Refer to the procedure above: Create a Data Map from a Source File. 7. For the Assign to field, select the user to whom the newly-imported records are assigned. 8. Specify whether to import duplicate records, and then click Next. 9. Under New name, change the name of the import if desired. Select Send me an e-mail message when the import is complete to be notified when the process is finished. 10. Click Import to begin the import process. 11. If you chose to be notified when the import is complete, you will receive an e-mail stating the process has been completed. Otherwise, the new import can be viewed by clicking Workplace My Work, Imports in the Navigation Pane. NOTE: When importing dates, the dates must be in UTC format: CCYY-MMDD, where: CC is the century (00-99) YY is the year (00-99) MM is the month (01-12), and DD is the day of month (01-31). (For example, 2002-12-25)
NOTE: If a value from the imported source is mapped to a lookup or pick list field, the Import Wizard presents the values from the data source and prompts the user to match it to the existing Microsoft Dynamics CRM lookup or pick list values.
Demonstration: Converting a E-mail Activity to a Lead

This demonstration shows how to quickly convert an e-mail to a lead.
Scenario
A sales representative receives an e-mail asking for pricing of a product. The sales representative is not sure if this is a real, but wants to follow the company's standard lead qualification processes. To start this process, a lead must be created.
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Steps
Follow these steps to convert an e-mail to a lead: 1. In the Navigation Pane, click Workplace, in the My Work area, click Activities. 2. In the list, select and open the e-mail activity that you want to convert. 3. On the Actions toolbar, on the Convert Activity menu, select To Lead. 4. In the Convert E-mail to Lead dialog box, enter information in the following boxes: First Name: Type the first name of the lead. Last Name: Type the last name of the lead. Company: Type the Company of the lead. E-mail Address: Type the e-mail address of the lead. 5. By default, Microsoft Dynamics CRM automatically completes the following operations during the conversion: Open the new lead after the conversion, if all the required information for the lead is available. Otherwise, this option is not available. Close the e-mail form. 6. To change the conversion operations, clear the associated check boxes. 7. Click OK.
Tracking and Converting Leads

You can use Microsoft Dynamics CRM to track activities associated with leads and maintain a history of those activities as the lead goes through the process of becoming qualified and converted to an opportunity, contact, or account. This section describes the process of working with leads and moving them towards a qualified status.
FIGURE 8-1: QUALIFY AND CONVERT LEADS
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When sales representatives receive a lead, they qualify the lead by determining the organization's interest in the products or services offered. During the process of qualifying a lead, the customer is contacted and additional information is added to the lead record. The communication with the customer is documented as an activity in Microsoft Dynamics CRM, through: E-mails Appointments Telephone Calls Other tasks and communication activities
Additional tasks can also be tracked, such as: Create reminders (tasks) to follow up Create, modify, accept, assign, and close appointments
It is important to track these activities to avoid contacting the company too many times or having multiple salespeople contact the lead. After a lead is contacted, the status of the lead is updated in one of two ways: Leads that show an interest in buying become opportunities. Leads that show no interest are disqualified, but are retained in the database for business reporting purposes.
Assigning and Sharing Leads

Leads can be assigned to different users or shared with other users. They can be assigned or shared by a supervisor who distributes leads among sales representatives or by users sharing leads so that other users can update lead information as needed. For example, leads might be shared with marketing staff members so they can review demographic information when planning marketing campaigns.
Workflows
A defined process helps to ensure efficiency and provides the best chance of maximizing the potential of leads. In Microsoft Dynamics CRM, you can also create workflow rules to assign leads to users based on specified criteria. Workflow processes can be used to maintain consistency and defined processes. Workflows can create tasks such as initial telephone calls or sending materials. They can also provide guidance, such as indicating when to send an e-mail or make a follow-up telephone call.
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Demonstration: Convert a Lead

This demonstration illustrates the process for qualifying and converting a lead.
Scenario
A sales representative calls a potential customer, [lead name/contact] at [lead company/account], regarding a lead in the system [lead description] for a potential purchase. The sales representative learns that the customer wants to receive a quote for [quantity] of [product]. The sales representative converts the lead into an opportunity and creates the contact and account.
Steps
Follow these steps to qualify and convert the lead: 1. 2. 3. 4. 5. 6. In the Navigation Pane, click Sales, and then click Leads. Click the Name column header to resort the data. In the Search box, type [name] and then click the Find icon. In the list, select and open the lead: [lead description]. On the Standard toolbar, click Convert Lead. In the Convert Lead dialog box, select Qualify and convert into the following records, and then select Account, Contact, and Opportunity. Select Open newly created records, and then click OK.
A Opportunity, Account, and Contact form will appear 7. Fill in the Opportunity Information. Best Practice: The sales organization should have a convention what is placed in the Topic line. For example, the topic could indicate what the customer wants to purchase. For example, a services company may use a convention such as {Person} from {Organization} wants {Product/Service} 8. On the Contact form, under E-mail, enter a new e-mail address for the contact: [e-mail address]. 9. Click Save and Close. 10. On the Account form, under Main Phone, enter [phone]. Click Save and Close. 11. In the Lead form, click Close.
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Disqualifying and Reactivating Leads

When it is determined that a lead is not interested in the company's products, the lead should be disqualified. The lead can be deleted, but if it is disqualified, the details of the lead remain in the system. That way, the lead can be reactivated and qualified at any time. If the lead is deleted, the related information is lost. For example, different departments may qualify or disqualify leads based on current promotions and marketing campaigns. Leads may not meet the qualifying process for the current campaign, but they may meet the qualifications for future sales or marketing campaigns. By disqualifying them instead of deleting them, you retain the records for future reactivation.
Reporting on Leads
There are several reports available in Microsoft Dynamics CRM that contain information about the leads. These Reports can help answer important sales questions such as: Where do most leads originate? Which types of leads result in the most opportunities? How many leads were disqualified and why? Who has the best lead conversion rate?
Two key reports are: Lead Source Effectiveness Report - Use this report to compare how effective lead sources are at generating quality opportunities. The report lists the percentage of qualified leads, and leads that generate revenue for each lead category. Neglected Leads Report - Use this report to identify 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.
For additional reports refer to [placeholder for sales productivity chapter].
Summary
Microsoft Dynamics CRM is an excellent tool to help qualify leads. Leads can be disqualified and retained, or converted into accounts, contacts, or opportunities. You can track activities for leads such as telephone calls, e-mail, and appointments and retain that history when leads are converted. A lead can be assigned or shared among several groups or users. Microsoft Dynamics CRM lets you enter individual leads or import them from a file. Using the Data Import Wizards, users can easily create data mappings and map or ignore attributes for import.
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Test Your Knowledge

Potential Leads
1. Which of the following are potential sources for business that should be tracked as leads? Select all that apply. (Select all that apply.) ( ) Company web site ( ) Purchased marketing list ( ) Contact with an existing Customer ( ) Existing Opportunities
Prospects
2. What are prospects called in Microsoft Dynamics CRM? ( ) Opportunity ( ) Account ( ) Contact ( ) Lead
Tracking leads
3. Why is it important to track communication with leads? Select all that apply (Select all that apply.) ( ) To measure the performance of telemarketers ( ) To avoid contacting the Lead too many times ( ) To avoid having multiple sales people contact the lead ( ) To satisfy call report requirements
Import files
4. Which of the following file types can be imported? ( ) Comma Delimited (CSV) ( ) Microsoft Excel Spreadsheet ( ) Microsoft Word document ( ) Microsoft Access database
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Import leads
5. Which tasks should be performed prior to importing leads? Select all that apply. (Select all that apply.) ( ) Verify the quality of the data in the import file. ( ) Convert the data into a Comma Delimited (CSV) format. ( ) Contact each lead to qualify it. ( ) Manually type the leads in the Lead Form.
Convert leads
6. Which action should be taken when a lead has been contacted and the customer is interested in purchasing products from your company? Select all that apply. ( ) Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
Converting leads
7. When a lead is converted which of the following types of records can be created automatically? Select all that apply. (Select all that apply.) ( ) Activity ( ) Contact ( ) Opportunity ( ) Account
Disqualifying leads
8. Which action should be taken when a lead is contacted and the customer is not interested in purchasing products at this time? ( ) Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
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Import Wizard
9. The Import Wizard needs the following to perform correctly? Select all that apply. (Select all that apply.) ( ) CSV file ( ) Data Map ( ) Reports ( ) Activities
Contact records
10. Select which of the following statements are true. (Select all that apply.) ( ) A Lead record can parent multiple Opportunity Records ( ) A Contact record can parent multiple Opportunity Records ( ) An Account can parent multiple Lead Records ( ) An Opportunity can be parented by an Account or a Contact
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Lab 8.1 - Managing and Creating Leads

Scenario
Challenge Yourself
Fill in the missing information in each statement. 1. A lead is identified as a _________ customer. 2. It is important to _______ a lead to determine interest in products or services offered. 3. Communication with a lead such as e-mail, telephone calls and meetings are recorded in Microsoft Dynamics CRM as __________. 4. Leads that show an interest in making a purchase becomes an ___________. 5. A _________ process can be used to automatically assign a lead. 6. It is important to track the ______ of leads to determine which produce the most closed sales. 7. A lead that is not interested in pursuing a sale is ____________. 8. Lead history is maintained for future market ________. 9. The ____ ________ checks to see if the data being imported already exists so that the same record is not created. 10. Using the ______ _______ wizard, users will be able to import data into Microsoft Dynamics CRM and map them to system or customized entity and or attributes.
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Lab 8.2 - Create Leads

In this lab you enter a lead in the lead form instead of importing. The lab is intended to familiarize you with the fields in the lead form. NOTE: The lead created in this lab is used again in Lab 8.3. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A Sales Representative receives an e-mail from [name] at [company], a potential new customer [name] found out about [user's organization] via the web site and would like to receive more information about [product]. The Sales Representative creates a lead in Microsoft Dynamics CRM to follow up on this potential sale and track the lead activities. Information about the company: Topic: [Topic] First Name: [First Name] Last Name: [Last name] Telephone: [phone] E-mail Address: [e-mail] Main Address: [address] Industry: [industry] Goal Description Use Microsoft Dynamics CRM to create a lead.
Need a Little Help?

Use the Procedure: Create or Edit a Lead for steps to create the lead.
Challenge Yourself
Step by Step
1. In the Navigation Pane, click Sales, and then click Leads. 2. On the Actions toolbar, click New. 3. On the General tab, enter information or observe any noted restrictions or requirements as needed.
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4. Enter information or observe any noted restrictions or requirements as needed: Topic: [product] First Name: [First Name] Last Name: [Last name] Company Name: [Company name] Business Phone: [phone] E-mail Address: [e-mail]
5. On the Details tab, enter all the information you have available, including: Main Address: [address] Industry: [industry]
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Lab 8.3 - Qualify and Convert Leads

In this Lab you will create activities and tasks, and qualify and convert a lead. NOTE: This lab uses the lead that was created in Lab 8.2. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A Sales Representative calls to follow-up on a lead with [customer name] at [lead's company]. After the telephone call, the Sales Representative sends a thank you e-mail to [customer name]. The lead is qualified and ready to be converted into an opportunity, account, and contact. Goal Description Use Microsoft Dynamics CRM to accomplish the following: Record a telephone call activity with the Lead record Send a thank you e-mail. Convert the lead to an opportunity, account and contact
Challenge Yourself!
Need a Little Help?

Open a lead and record a telephone call for that lead. While still in the lead record, compose and send an e-mail activity. Note that once the e-mail is sent, it appears within the Lead's History. Use the Convert button to convert this Lead into an Opportunity, Account, and Contact.
Step by Step
Record a telephone call activity: 1. In the Navigation Pane click Sales. 2. In the Sales area click Leads.
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3. 4. 5. 6. In the list, select and open the lead you created in the previous lab. Click Activities. Select Phone Call and click, OK. Record a subject for the phone call, and any other information for the call. When you have recroded the information, click Save as Completed.
Send the e-mail: 1. Within the lead record, on the Standard toolbar, click Send E-mail. 2. Enter the details for a thank you message. 3. On the Standard toolbar, click Send. Convert the lead: 1. Within the lead record, click Convert Lead. Use the steps in Demonstration: Convert a Lead to convert the lead.
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2.
3.
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Solutions
Test Your Knowledge
Potential Leads
1. Which of the following are potential sources for business that should be tracked as leads? Select all that apply. (Select all that apply.) () Company web site () Purchased marketing list ( ) Contact with an existing Customer ( ) Existing Opportunities
Prospects
2. What are prospects called in Microsoft Dynamics CRM? ( ) Opportunity ( ) Account ( ) Contact () Lead
Tracking leads
3. Why is it important to track communication with leads? Select all that apply (Select all that apply.) () To measure the performance of telemarketers () To avoid contacting the Lead too many times () To avoid having multiple sales people contact the lead () To satisfy call report requirements
Import files
4. Which of the following file types can be imported? () Comma Delimited (CSV) ( ) Microsoft Excel Spreadsheet ( ) Microsoft Word document ( ) Microsoft Access database
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Import leads
5. Which tasks should be performed prior to importing leads? Select all that apply. (Select all that apply.) () Verify the quality of the data in the import file. () Convert the data into a Comma Delimited (CSV) format. ( ) Contact each lead to qualify it. ( ) Manually type the leads in the Lead Form.
Convert leads
6. Which action should be taken when a lead has been contacted and the customer is interested in purchasing products from your company? Select all that apply. ( ) Disqualify ( ) Delete () Convert ( ) Enter a new lead
Converting leads
7. When a lead is converted which of the following types of records can be created automatically? Select all that apply. (Select all that apply.) ( ) Activity () Contact () Opportunity () Account
Disqualifying leads
8. Which action should be taken when a lead is contacted and the customer is not interested in purchasing products at this time? () Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
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Import Wizard
9. The Import Wizard needs the following to perform correctly? Select all that apply. (Select all that apply.) () CSV file () Data Map ( ) Reports ( ) Activities
Contact records
10. Select which of the following statements are true. (Select all that apply.) ( ) A Lead record can parent multiple Opportunity Records () A Contact record can parent multiple Opportunity Records ( ) An Account can parent multiple Lead Records () An Opportunity can be parented by an Account or a Contact
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CHAPTER 9: USING THE PRODUCT CATALOG

Objectives
The objectives are: Identify the role and functions of the product catalog. Understand Unit Groups Add products, create kits of products, and specify substitute products. Create price lists and set up different prices lists for different types of customers. Create and maintain discount lists to use as customer incentives.
Introduction
This lesson describes the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists. This lesson also discusses discount lists and how they can be used to provide customers with incentives to buy more products.
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Understanding the Product Catalog

The Microsoft Dynamics CRM product catalog is the central location for storing information about an organization's product and services. By implementing a product catalog, you can use Microsoft Dynamics CRM to do sales order processing. The items in the product catalog are created or managed through the Settings area of Microsoft Dynamics CRM. Products are at the heart of the product catalog. Products are the items you are selling. They can be either physical inventory items or services. For each product, you can specify: Unit Groups - Lists the ways in which the product is packaged for sale, such as the units of measure in which the product or service is sold. Price Lists - Sets of prices that are charged for the product under certain circumstances. You can have multiple price lists to accommodate seasonal variations, specials, or different markets to which you sell (such as Government, Commercial, Education, and so on.). Discount Lists - Lists of modifications to the standard prices of products and services.
You can create more than one price list for a product. For example, you might have separate price lists for retail and wholesale sales, or for government and nonprofit customers. Unit groups and discount lists can have a one-to-many relationship. Discount lists are always generic and can be applied to multiple price lists. These are best used for handling volume discounts or for special promotions that apply to any customer. Unit groups can be specific to a single product or can be generic and applied to multiple products. NOTE: Unit groups define both the way in which an organization packages and sells a product and the way in which it receives product units from a vendor or manufacturing department.
Price List Items

Price list items are central to the product catalog. Each price list contains Price List Items, which specify the price that will be charged for a specific product when it is packaged in a specific way. Price list items are the glue that binds products, unit groups, and prices together.
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Scenario
Magnificent Soda Corporation sells soda and has added a new soda to its product line. The product catalog contains a unit group for soda that defines the way in which soda arrives from manufacturing (in single twelve-ounce cans) and the additional ways (units) in which they are repackaged for sale: as six-packs and as cases made up of six-packs. Since the unit group already exists, the sales administrator creates a product in the Product Catalog, called Excellent Soda. In the Product form, the sales administrator specifies that this product uses the Soda unit group, indicating that it is packaged in the same ways that other sodas are packaged. The sales administrator specifies the default unit in which the product is sold (Six-Packs) and specifies the basic product costs: the standard cost, which is what it costs to manufacture or purchase the product; the current cost, which is what it currently costs (this field is used when costs fluctuate); and the list price, which is the suggested list price for Excellent Soda. The sales administrator then creates two new price lists for this product: one for retailers and one for wholesalers. In each price list, the sales administrator enters price list items. For example, the retail price list looks like this: Product Price List Item Price List Item Price List Item Excellent Soda Excellent Soda Excellent Soda Unit Can Six-Pack Case Price $.75 $3.49 $12.49
Creating the Product Catalog: Sequence

To create the product catalog, use the following sequence: 1. Set up unit groups: Set up unit groups before creating the product; you must specify the unit group and default unit when creating a new product. 2. Set up products: Create the product and enter core pricing information. 3. Set up price lists: Create the price list and the price list items to specify the sales price of each packaged version of the product. 4. Set up discount lists: Create discount lists. Creating discount lists is an ongoing process, so you can complete this step at any time.
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Demonstration: Setting up a Product Catalog
This demonstration illustrates how to set up a product catalog. [Organization name] has added a new product, [Product Name], to their product line as a new product that is available. The [Product Name] is available for sale individually or in packs of [quantity]. The cost of each [Product Name] is [Price] and it will be sold at a fixed price of [Fixed Price]. The goal of this demonstration is to set up a product catalog. Steps Follow these steps to add the new product into the product catalog: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (2) Unit Groups. 3. On the Actions toolbar, click New. 4. In the Create Unit Group dialog box, enter: Name: Enter [Product Name] for the name. Primary Unit: Enter [Primary Unit].
5. Click OK. The new unit group is created and the Unit Group form opens. 6. In the form's navigation pane, under Details, click Units. 7. In the Actions toolbar, click New Unit to create a unit for this unit group. 8. In the Unit dialog box, define a unit in which the product is packaged by entering the following information: Name: Enter [Unit Name] for the name. Quantity: Enter [quantity] for the quantity. Base Unit: Click the Lookup icon next to the field and select [Base Unit].
9. Click Save and Close. 10. Click Save and Close to save and close the Unit Group. 11. In the Navigation Pane, click Settings, and then click Product Catalog. 12. Click (3) Price Lists.
Demonstration: Setting up a Product Catalog- Products

1. Enter [Price List Name] in the Name field. 2. Click Save and Close. 3. Click New on the Actions toolbar.
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4. In the Navigation Pane, click Settings, and then click Product Catalog. 5. On the Product Catalog home page, click (4) Products. 6. On the Actions toolbar, click New. 7. On the General tab, enter information or observe any noted restrictions or requirements as needed: ID: Enter [ID] for the ID. Name: Enter [Product Name] for the name. Unit Group: Click the Lookup button next to the field and select [Product Name]. Click OK. Default Unit: Click the Lookup button next to the field and select [Primary Unit]. Product Type: Select [Product Type] from the drop-down list. Quantity On Hand: Enter [Quantity on hand]. Decimals Supported: Enter 2 for decimals supported. List Price ($): Enter [List Price] for the list price. Standard Cost ($): Enter [Standard Cost] for the standard cost. Current Cost ($): Enter [Current Cost] for the current cost.
8. Click Save. 9. In the form's navigation pane, under Details, click Price List Items.
Demonstration: Setting up a Product Catalog- Price Lists

1. Click Save and Close to save and close the Unit Group. 2. In the Navigation Pane, click Settings, and then click Product Catalog. 3. Click (3) Price Lists. 4. Enter [Price List Name] in the Name field. 5. Click Save and Close. 6. Click New on the Actions toolbar. 7. In the Navigation Pane, click Settings, and then click Product Catalog. 8. On the Product Catalog home page, click (4) Products. 9. On the Actions toolbar, click New. 10. On the General tab, enter information or observe any noted restrictions or requirements as needed: ID: Enter [ID] for the ID. Name: Enter [Product Name] for the name. Unit Group: Click the Lookup button next to the field and select [Product Name]. Click OK. Default Unit: Click the Lookup button next to the field and select [Primary Unit]. Product Type: Select [Product Type] in the dropdown.
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Quantity On Hand: Enter [Quantity on hand]. Decimals Supported: Enter 2 for decimals supported. List Price ($): Enter [List Price] for the list price. Standard Cost ($): Enter [Standard Cost] for the standard cost. Current Cost ($): Enter [Current Cost] for the current cost.
11. Click Save. 12. In the form's navigation pane, under Details, click Price List Items. 13. On the Actions toolbar, click Add Price List Item. Enter the following information: Price List: Enter [Customer]. Unit: Enter [Primary Unit]. Quantity Selling Option: Select [Selling Option] from the dropdown list. Pricing Method: Select Currency Amount from the drop-down list. Amount: Enter [amount]. Click Save and Close. In the form's left navigation pane, under Details, click Information. Under Default Price List, enter [Customer]. Click Save and Close.
14. 15. 16. 17.
Unit Groups
A unit group is a compilation of the ways or measurements in which a product is available. The unit group includes a unit for how an organization receives the product from its vendor or manufacturer as well as units for how it packages and sells the product. (A product can be received and sold using the same unit.) Before adding products or services to the product catalog, you must create applicable unit groups. A unit group contains a list of the increments in which a product is sold. Each of these is considered a unit. In the case of physical items, you might use units such as the individual item, a dozen, or a case. Where services are involved, the units might be an hour, week, or project. Units are named to reflect the quantity they contain.
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Each unit is defined in terms of a quantity of the smallest available unit, called the base unit. For example, a unit group may include a unit called Can, which is defined as one twelve-ounce can of soda. Another unit in the group is called SixPack, and uses Can as its base unit. The Six-Pack unit is defined as six Can units. Another unit is called Case, which uses Six-Pack as its base unit. The Case unit is defined as four Six-Pack units, because cases are made up of six-packs rather than individual cans. Name Unit Unit Unit Can Six-Pack Case Base Unit None, this is the primary unit for this unit group Can Six-Pack Quantity of Base Unit 1 6 4
Primary Unit
When you create a new unit group first name the unit group and specify its primary unit. The primary unit is important because it serves as the basis for all other units. All other units are based on a measurement that is derived from the primary unit. In the case of products, the primary unit is often the lowest common measurement in which the product arrives from manufacturing or the vendor. For example, the primary unit for a nail manufacturer might be one nail. The primary unit for a soda manufacturer might be one can of soda. In the case of services, the primary unit might be a measure of time and should be chosen based on utility. For example, a services company might choose Day as the primary unit. The unit group would then contain additional units that derive from the primary unit of Day, such as: Name Unit Unit Unit Day (primary unit) Half-Day Week Day Day Base Unit Quantity of Base Unit 1 .5 5
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Procedure: Create a Unit Group
The first step in creating a new a unit group is to name the group and specify its primary unit. The primary unit provides the basis from which all other units are derived (single can, one nail, one hour of service, and so on). 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (2) Unit Groups. 3. On the Actions toolbar, click New. 4. In the Create Unit Group dialog box, enter: - Name: A descriptive name for the unit group. - Primary Unit: The primary unit for this unit group. 5. Click OK. 6. The new unit group is created and the form opens. In the form's navigation pane, under Details, click Units. 7. In the Actions toolbar, click New Unit to create another unit for this unit group. 8. In the Unit dialog box, define a unit in which the product is packaged by entering the following information: - Name: Enter a descriptive name for the unit. Unit names refer to the quantity the unit contains. - Quantity: Enter the quantity of the base unit that will comprise this unit. For example, if this unit is for a 500 of the base unit Single Nail, then enter 500. (Quantities can include fractions, such .25 of the base unit for those items can can be divided into smaller units.) - Base Unit: Enter the base unit for the group. Use Lookup to search for and select a base unit. The base unit is the unit being multiplied by the quantity to create the new unit. Examples of base units might include: Can, Single Nail, or Six-Pack. 9. Click Save and Close. 10. Repeat steps 7 through 9 until you have added all the units for this unit group. NOTE: You cannot delete the primary unit for a unit group.
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Adding Products
The product is the item you are selling. It can be a physical inventory item or a service. A product can be created as a single item, or you can create a kit that includes a group of products. Additionally, if a replacement product is available, you can add the product as a substitute product. When you add a product to the catalog, specify the ways it can be packaged and the default packaging method. In addition, enter the following information: ID - The ID can be numbers, letters, or characters. Name - A descriptive name for the product. Cost and pricing information - The cost, to the company, of purchasing or manufacturing the product and the standard price that the company charges its customers for the product.
NOTE: You must have a unit group for this product before adding the product to the catalog. The unit group must contain at least one unit to be used as the default unit for the product definition. The cost and pricing information is important because when you create the price list for this product, Microsoft Dynamics CRM lets you specify prices as percentages of the pricing information. For example, if you specify a 50 percent markup and the cost is 10.00, then the price is 15.00.
Substitutes and Kits

You can specify Substitutes for a product. You can add substitute products on the Substitutes form in the Products form. Then, when you create a quote, order, or invoice, use the product catalog to find and substitute a similar product if the existing product has become inactive. You can also bundle products together to form a kit. Kits can help simplify the sales and ordering process. For example, if your company sells digital cameras and batteries, you might bundle those two products together to form a kit. To form a kit, you must first convert the product to a kit product, and then you can add each product the kit will contain.
Procedure: Create a Product

1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. In the Product Catalog home page, click (4) Products. 3. On the Actions toolbar, click New.
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4. On the General tab, enter information or observe any noted restrictions or requirements as needed: - ID: Enter an ID for the product consisting of any combination of numbers and/or letters. - Name: Enter a unique name. - Subject: Select a subject to associate this product with a subject. Subjects let you categorize products and can be used to filter reports. - Unit Group: Select the unit group that contains the units by which this item is sold. - Default Unit: Select a default unit. The default unit is usually the most common unit that the product is sold in. - Product Type: Select the appropriate product types. - Quantity On Hand: Enter the quantity of items available. - URL: If desired, enter a web address to provide information about the product or service. Microsoft Dynamics CRM users can click the URL link to open the web page for additional information. - Decimals Supported: Specify how many decimal places to support in prices, up to four. - List Price ($): Enter the recommended list price of the product. Markups in price list items can be based on this price. - Standard Cost ($): Enter what the product usually costs to manufacture or purchase. This field can be used to estimate costs when forecasting. - Current Cost ($): If the cost fluctuates and may be different today from the standard cost, enter the cost of the product to manufacture or purchase at this time. 5. Click Save and Close.
Creating Price Lists

A price list is a group of specific prices that can be charged for each unit in the unit group of a product. Price lists determine the pricing in quotes for customers. A default price list can be specified for a product.
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NOTE: It is recommended that you include a default price list for every product. In Microsoft Dynamics CRM, you can set up a price list in a customer record. If no price list is specified, the default price list is used. The default price list must have at least one price list item in it. You can create multiple price lists in Microsoft Dynamics CRM. For example, it is common for a business to maintain separate price structures for different sales channels, such as retail and wholesale, or different customers, such as government or nonprofit. Each price list is made up of individual price list items. Price list items define the price of a product when it is packaged as a specific unit group. Discount lists can be applied to price lists, in which case they work together to determine the final pricing for products on quotes, orders, and invoices. When adding price list items, create a price list item for each unit in which the product is available. For example, if the product is available as a single item (each), in a dozen, and in a gross, create three price list items. This enables you to order the product as a package in any quantity using the same price list. Here is an example of a price list: Product Price List Item Price List Item Price List Item Excellent Soda Excellent Soda Excellent Soda Unit Can Six-Pack Case Price $.75 $3.49 $12.49
You can configure pricing options within Microsoft Dynamics CRM to control how prices are calculated. You can price based on a percentage of the product's list, standard, or current price, or you can use an absolute price. If you use percentages, you can also set how prices are rounded. The rounding policy gives you control over whether prices are rounded up, down, or to the nearest increment of the specified currency amount. NOTE: If you do not create a price list item for a product, it cannot be added to an opportunity, quote, order, or invoice.
Procedure: Create a Price List

1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (3) Price Lists. 3. On the Actions toolbar, click New.
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4. In the Price List form, enter: Name: A unique, descriptive name for this price list. Start Date: The beginning date on which this price list is valid. End Date: The end date on which this price list will no longer be valid. Currency: The currency for this price list, if different than the organization's default currency.
5. 6. 7. 8.
Click Save. In the form's navigation pane, under Details, click Price List Items. On the Actions toolbar, click Add Price List Item. In the Price List Item dialog box, enter the following information: Product: Select the product being priced. Unit: Select the unit for which you are setting a price. Quantity Selling Option: Select whether there will be No Control, or whether the product can be sold as Whole or Whole and Fractional (portions of the product can be sold, such as part watermelons that can be sold by quarters). Pricing Method: Choose how this price is determined, either as a set amount or a percentage. If you choose one of the percentage options, also specify a percentage and rounding policy under Rounding. Currency Amount: The price is specified for each unit for each product. Percent of List: The price is calculated as a percent of the manufacturer's or distributor's list price for the product, as specified under List in the Product form. Percent Markup - Current Cost: The price is calculated as a percentage of the current cost for the product. Percent Margin - Current Cost: The price is based on the profit percentage you want to achieve and the current cost for the product. Percent Markup - Standard Cost: The price is calculated as a percentage of the standard cost of the product. A percentage and rounding policy is also needed. Percent Margin - Standard Cost: The price is based on the profit percentage you want to achieve and the standard cost of the product. A percentage and rounding policy is also needed.
9. Click Save and Close. NOTE: After creating your price list with a price list item in it, go into the product and add the price list as the default.
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Deactivating a Price List
When a price list is no longer valid, it can be deactivated. For example, a company has a special introductory price list at a product launch. After a couple of months, the introductory special is over and the price list is no longer valid. The introductory price list is deactivated so that it cannot be applied to any products. NOTE: When you deactivate a price list, make sure that it is removed from the Default Price List fields of products. Deactivated price lists are not included when you look up a price list for a new opportunity, quote, order, or invoice. Pre-existing records that reference the deactivated price list will continue to use the price list until the transactions are completed or closed.
Creating Discount Lists

In Microsoft Dynamics CRM, discounts allow you to offer a product or service at different sales prices, depending upon the quantity purchased. You can create discount lists of different types (based on amounts or percentages) and specify different discount amounts and percentages for various quantity ranges. In this way, customers purchasing 50 units could be charged a different price than if they purchased 500 units of the same item.
Procedure: Create or Edit a Discount List

1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (1) Discount Lists. 3. To create a new discount list, on the Actions toolbar, click New. To modify an existing discount list, select and open the discount list to edit. 4. In the Create Discount List dialog box, enter the following information: Name: Enter a descriptive name for the kind of discount this list will include. Type: Select Percentage to calculate the discount as a percentage of the price of the item. Select Amount to make the discount a fixed amount. 5. Click OK. The Discount List form opens. 6. Click Save and Close to save and close the discount list without adding discounts. Or, in the form's navigation pane, under Details, click Discounts, and then click New Discount, to create a discount for this discount list.
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7. In the Discount dialog box, enter the following information: Begin Quantity: Enter the least amount that must be ordered to receive the discount. End Quantity: Enter the largest amount that can be ordered to receive the discount. Percentage: Enter the percentage of the discount. 8. Click Save and Close.
Using Discount Lists as Incentives

A discount list lets you offer products or services at different prices, depending on the quantity purchased. You create discount lists so that you can offer incentives to buy more of your product. For example, if the average order is for five units, you could create an incentive for your customers to order more than five items by giving them a discount when they order six or more units. The amount of the discount can be based on a percentage or a set amount. Think of a discount list as a discount schedule. With this method, you can set ranges of discounts that are based on the quantity that must be purchased. For example, consider the following discount schedule that offers increasing percentage discounts for three different quantity ranges: Beginning Quantity 6 11 21 Ending Quantity 10 20 30 (or more) Percentage (%) Discount 5.00 10.00 15.00
With this discount schedule, you can provide three different levels of discounts based on the quantity purchased. As the customer purchases more products, the discount increases up to a maximum of 15 percent.
Procedure: Send a Promotional Product

You can also apply a discount on a one-time basis. For example, if a company needs to give away trials of its product, it would follow the steps below: In the Navigation Pane, click Sales, and then click Quotes. In the Actions toolbar, click on New. In the Quotes form, fill out the required fields, and then click Save. In the form's navigation pane, click Existing Products, and then click New Quote Product. 5. In the Quote Product form, enter the required information: Product, Unit, and Quantity. 6. Next to Pricing, select Override Price. 7. Enter 0 for Price Per Unit. 1. 2. 3. 4.
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8. Click Save and Close. 9. To verify this, click Information, below Details. Under Totals, verify the Total Amount is $0.00. If that is the correct total amount, the discount has been applied.
Demonstration: Creating a Discount List

This demonstration illustrates how to create a discount list. Now that [organization name] has added the new product line to Microsoft Dynamics CRM, they have decided that would like to run a promotion to increase sales of the product. This promotion will include a [discount rate] discount on the [product]. Also, the discount will only be available when the number of products sold is between [minimum value] and [maximum value]. This new discount must be reflected in a discount list. is to add a discount list to the product created in the previous demo.
Steps
Follow these steps to create a Discount List: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (1) Discount Lists. 3. On the Actions toolbar, click New. 4. In the Create Discount List dialog box, enter [Discount List Name] in the Name field. 5. Select Percentage from the Type drop-down list. 6. Click OK. The Discount List form opens. 7. In the form's navigation pane, under Details click Discounts. On the Actions toolbar click New Discount to create a discount for this discount list. 8. In the Discount dialog box, enter [Minimum Value] into the Begin Quantity field. 9. Enter [Maximum Value] into the End Quantity field. 10. Enter [Discount Rate] into the Percentage field. 11. Click Save and Close. 12. Click Save and Close in the Discount List window. Follow these steps to apply the Discount List to the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (4) Products. 3. In the list, select and open the [Product Name] product created in the last demonstration.
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4. Under Details, select Price List Items. 5. In the list, select and open the [Price List Name] price list that was created in the previous demonstration. 6. Under Discount List, enter [discount list name]. You can click the Lookup icon to search for the list. 7. Click Save and Close.
Summary
This lesson described how to create a product catalog. It explained unit groups, price lists, and products and discussed how different price lists can be used for different types of customers. Finally, it covered how discount lists can be created to provide customers with an incentive to buy more products.
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Test Your Knowledge

Product Catalog
1. Which one of the following is NOT part of creating a product catalog? ( ) Setting up price lists ( ) Setting up products ( ) Setting up unit groups ( ) Setting up price regions
Product units
2. What defines the various measurements in which a product is available or packaged? ( ) Unit groups ( ) Base units ( ) Primary units ( ) Discount lists
Sequence
3. What must be created before you can create a product? Select all that apply. ( ) A price list ( ) A unit group ( ) A region ( ) A product line
Product Items
4. What must be created before you can create a price list item? Select all that apply. ( ) A price list ( ) A unit group ( ) A region ( ) A product
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Deactivate a product item
5. What happens to pre-existing records that reference a deactivated price list? ( ) The records no longer reference any price list ( ) You cannot deactivate a price list if it has records referencing it ( ) The records will continue to use the price list until the transactions are complete or closed ( ) You are forced to select another price list for all pre-existing records
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Lab 9.1 - Create a Unit Group and a Price List

In this lab you will create a new unit group, product, and price list. Scenario The [Organization name] has created a new [product in existing product line], that is going on sale shortly. The [product] will be sold to consumers in packs of [consumer quantity] and to retailers in packs of [retailer quantity]. Although the [product] is packaged in packs of [consumer quantity], they will not be sold directly to retailers through those packs. They will only be sold to retailers in the [retailer quantity] pack at a price of [price]. The [Organization name] needs to ensure the unit groups and price list are recorded in Microsoft Dynamics CRM before the [product] goes on sale.
Goal Description
Use Microsoft Dynamics CRM to accomplish the following: Create a new unit group for a product Create the product Create a price list for the product
Challenge Yourself!
Instructions Use the information in the Scenario and Goal Description to complete the lab.
Need a Little Help?

Follow these steps to create the unit group: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Unit Groups. 3. On the Actions toolbar, click New. Follow these steps to create the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Products. 3. Click New on the Action toolbar.
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Follow these steps to create the price list for the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Price Lists. 3. On the Actions toolbar, click New.
Step by Step
Follow these steps to create the unit group: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Unit Groups. 3. On the Actions toolbar, click New. 4. In the Create Unit Group dialog box enter the following information: Name: Enter [unit group name] Primary Unit: [primary unit]
5. Click OK. 6. In the Unit Group window, click Units in the Details section. 7. Click New Unit in the Actions toolbar. Enter the following information: Name: Enter [consumer unit name] for the name. Quantity: Enter [consumer number] for the quantity. Base Unit: Enter [primary unit]. 8. Click Save and Close. 9. In the Unit Group dialog box, on the Actions toolbar, click New Unit. Name: Enter [retail unit name] for the name. Quantity: Enter [retailer quantity] for the quantity. Base Unit: Enter [primary unit]. 10. Click Save and Close. 11. Click Save and Close again. Follow these steps to create the price list for the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (3) Price Lists. 3. On the Actions toolbar, click New.
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4. In the Price List form, enter: Name: Enter [price list name] for the name. Start Date: Enter [start date]. End Date: Enter [end date]. Currency: Select [currency].
5. Click Save and Close. Follow these steps to create the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Products. 3. On the Actions toolbar, click New. 4. In the New Product dialog box, enter the following information: ID: Enter [ID]. Name: Enter [Product Name] for the name. Unit Group: Click the Lookup button and select [Unit Group Name]. Default Unit: Select [Default Unit] for the default unit. Decimals Supported: Enter 2 in the field.
5. Click Save and Close. 6. Return to the main CRM window, and click Settings, and then click Product Catalog. 7. Click Price Lists. 8. Open the Price List you created. 9. Click Price List Items. 10. Click Add Price List Item. 11. The Price List Item form appears. Use the Product Lookup to select the Product you just saved. Use the Unit lookup to select a Unit. Record an Amount in the Amount field, and accept default values for the other fields. 12. Click Save and Close. 13. Click Save and Close again. 14. Return to the Product window. Click the lookup for the Default Price List. 15. In the Look Up Records, select the Price List you created above. 16. Click OK. 17. Click Save and Close to save the Product.
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2.
3.
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Solutions
Test Your Knowledge
Product Catalog
1. 1) Which one of the following is NOT part of creating a product catalog? ( ) a) Setting up price lists ( ) b) Setting up products ( ) c) Setting up unit groups () d) Setting up price regions
Product units
2. 2) What defines the various measurements in which a product is available or packaged? () a) Unit groups ( ) b) Base units ( ) c) Primary units ( ) d) Discount lists
Sequence
3. 3) What must be created before you can create a product? Select all that apply. ( ) a) A price list () b) A unit group ( ) c) A region ( ) d) A product line
Product Items
4. 4) What must be created before you can create a price list item? Select all that apply. ( ) a) A price list () b) A unit group ( ) c) A region () d) A product
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Deactivate a product item
5. 5) What happens to pre-existing records that reference a deactivated price list? ( ) a) The records no longer reference any price list ( ) b) You cannot deactivate a price list if it has records referencing it () ) The records will continue to use the price list until the transactions are complete or closed ( ) d) You are forced to select another price list for all pre-existing records
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Chapter 10: Sales Processing
CHAPTER 10: SALES ORDER PROCESSING

Objectives
The objectives are: Understand what constitutes a complete sales transaction. Understand the two states of quotes, how to use quotes, and how to create and edit quotes. Create a new order, create an order from a quote, and track order fulfillment. Create an invoice from an order and close or cancel an invoice.
Introduction
This lesson covers the details of working through a sales order process using Microsoft Dynamics CRM. It covers quotes, orders, and invoices and explains what stage in the sales process each represents. Then the lesson walks you through the steps for creating a quote, an order, and an invoice.
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Understanding Sales Order Processing

Organizations that want to track details of the sales order process may use quotes, orders, invoices, or any mix of the three to capture detailed information about sales transactions. During the opportunity stage, a sales representative may engage several times with a customer finalizing the products or services and terms of the sale. This process may involve providing one or more quotes. As the transaction is finalized, the sales representative enters orders and creates invoices. In Microsoft Dynamics CRM, quotes, orders, and invoices are considered different stages of a sales transaction: Quote: A formal offer sent to a prospective customer. The offer is for products and/or services proposed at specific prices, along with related payment terms. Order: A quote that has been accepted. The customer is interested in purchasing the products or services as specified in the quote. Invoice: A bill for an order that has been shipped or a service that has been provided.
A quote can become an order, which can become an invoice. Your sales force can use the tools and templates in Microsoft Dynamics CRM to create and print quotes, orders, and invoices when they are working online or offline at a customer site. Quotes, orders, and invoices can be linked to opportunities and accounts, and to one or more contacts, notes, and attachments. They can also be associated with one or more competitors and products.
Creating and Revising Quotes

A successful sales transaction typically begins with a draft quote. Frequently, a quote undergoes several revisions between the salesperson and customer before being accepted. Quotes can be in two states: Draft: Quotes must be in a draft state to be changed. Initially, when you create a quote it is in a draft state. Active: When the quote is ready to send to the customer, the quote in an active state. Active quotes are read-only. You must convert them to draft quotes again to make changes. This process is called revising the quote.
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As you revise draft quotes, you can print them to review them. Microsoft Dynamics CRM also allows you to directly print the quote to a Microsoft Word document. The print option also allows you to start from a blank document or to use pre-defined templates. This way, you can use the quote information to generate a proposal from a template. When you revise a quote by changing products or discounts, those changes are also reflected in the overall sales forecast. Each time the quote is revised, it must be activated to be sent out to the customer. Once the customer agrees to the terms in the quote, the quote is considered accepted and the order stage begins.
Procedure: Create or Edit a Quote

1. In the Navigation Pane, click Sales, and then click Quotes. 2. On the Actions toolbar, click New. 3. On the General tab, enter the following information: Quote ID: This information is automatically created. (System administrators can set the auto-numbering format for this ID.) Revision ID: This information is automatically created. The Revision ID tracks the number of times an active quote has been revised. Name: Enter a unique name. By default, quotes are sorted by Name in the records list. Potential Customer: Enter an account or contact. You can click the Lookup icon to search for a record. Price List: Enter a price list. You can click the Lookup icon to search for a price list. 4. The Totals section contains all the pricing information for the quote and all the products that have been added to the quote. Under Totals, enter the information you have available. If you are adding a discount, you can add a percentage discount, a dollar discount, or both. Quote Discount (%): Enter the percentage (not including freight charges) discounted from the total amount. (Do not include a percent sign.) Quote Discount ($): Enter the amount discounted from the total amount. (Do not include a currency symbol.) Freight Amount ($): Enter the amount it costs to ship this item. (Don't use a dollar sign.) Total Tax ($): The total tax is calculated when you click Recalculate or when you click Save. Total Amount ($): The total amount is calculated when you click Recalculate or when you click Save. 5. On the Addresses tab, on the Standard toolbar, click Look Up Address.
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6. In the Look Up Address dialog box, select the fields to search: Bill To Address, Ship To Address, or both. 7. Under Select an Address, enter at least a portion of an address name for the account and click the Lookup icon to search for the address. Select and open the appropriate address. Under Select an Address box, click OK. NOTE: An account must have address name field filled out in order for it to appear in the search results when searching for an address. 8. In the New Quote for, click Save. 9. In the form's navigation pane, under Details, click Existing Products. 10. On the Actions toolbar, click New Quote Product to add a product to the quote. 11. On the General tab, enter information about the product: Product: Enter a product. You can click the Lookup icon to search for a product. Unit: Enter the unit in which the product will be packaged. You can click the Lookup icon to search for a unit. 12. Under Pricing, enter all the information you have available and observe any noted restrictions or requirements. Override Price: Overrides the price that is listed in the product catalog and allows you to specify your own pricing If you select this option, you must enter the pricing information. Quantity: Enter the quantity of the product or service. Manual Discount: If you want, enter a discount to the product. Tax: If required, enter the appropriate tax amount.
13. Repeat steps 10 through 12 as necessary to add additional products to the quote. 14. Click Save and Close. 15. On the Actions menu, select Activate quote. 16. Click Close. NOTE: If a product does not exist in the product catalog, it can be manually added in the quote, by selectingWrite-In products from form navigation pane. To print a quote, open the quote and on theActions toolbar, select Print Quote for Customer.
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Creating and Tracking Orders

After a quote is accepted, an order can be generated from the quote. The order is used to fulfill the agreement of goods or services that were offered in the quote. An order is a request from a customer to buy products or services. Typically, an accepted quote leads to an order. However, you can also create orders directly and add products to them. The information you enter is the same on orders generated from quotes or created from scratch. Once the order is placed, the next step is fulfillment, providing the services or products that the customer has asked for in the order. Microsoft Dynamics CRM allows users to track whether orders have been fulfilled. The fulfillment may be marked as complete or partial. NOTE: For organizations that use other fulfillment systems like Enterprise Resource Planning (ERP) solutions, Microsoft Dynamics CRM can integrate with the ERP system to use orders to pass information to the ERP system for fulfillment and tracking.
Procedure: Create a New Order

In the Navigation Pane, click Sales, and then click Orders. On the Actions toolbar, click New. Under Name, enter a name for the order. Under Customer, enter an account or contact name. You can click the Lookup icon to search for an account or contact. 5. Under Price List, enter the price list to use. You can click the Lookup icon to search for a price list. 6. Under Totals, enter the following as necessary: Quote Discount (%): Enter the percentage (not including freight charges) that will be discounted from the total amount. (Do not include a percent sign.) Quote Discount ($): Enter the amount to be discounted from the total amount. (Do not include a currency symbol.) Freight Amount ($): Enter the amount it will cost to ship this item. (Do not include a currency symbol.) Total Tax ($): The total tax is calculated when you click Recalculate or when you click Save. Total Amount ($): The total amount is calculated when you click Recalculate or when you click Save. 7. On the Shipping tab, enter information as necessary: Requested Delivery Date: Enter the date that the account has requested delivery of the order. Shipping Method: Select a vendor to use for shipping. 1. 2. 3. 4.
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Payment Terms: Specify the agreement made regarding payment for this order. Freight Terms: Select the party responsible for the cost of transportation and loading.
8. On the Addresses tab, on the Standard toolbar, click Look Up Address. 9. In the Look Up Address dialog box, select the fields you want to search: Bill To Address, Ship To Address, or both. 10. Under Select an Address, enter at least a portion of an address name for the account and click the Lookup icon to search for the address. Select and open the appropriate address. Under Select an Address box, click OK. NOTE: An account must have the Address name field filled out for it to appear in the search results when searching for an address. 11. On the Administration tab, if necessary, under Owner, enter another user to reassign this order to the user. 12. On the Notes tab, enter any other information about the order. 13. Click Save and Close.
Procedure: Create an order from a quote

A quote that is won becomes an order. In Microsoft Dynamics CRM, only active quotes can be converted into orders. In the Navigation Pane, click Sales, and then click Quotes. Under View, select Active Quotes. In the list, select and open a quote. On the Actions menu, select Create Order. In the Create Order dialog box, the Date Won field is automatically populated with the current date. Under Description, enter a description of the order. 6. Click OK. 1. 2. 3. 4. 5.
Procedure: Track fulfillment status

Before an order is invoiced, it should be fulfilled. Orders can be partially fulfilled, so it is important to make sure the order has been fully completed before invoicing the customer. 1. In the Navigation Pane, click Sales, in the Sales area click Orders. 2. In the list, select and open an order. 3. On the Actions menu, select Fulfill Order.
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4. In the Fulfill Order dialog box, under Status Reason, select the Complete if the order has been completely filled or Partial if the order has been partial fulfilled. 5. Under Date Fulfilled, enter the date the order was completed or partially filled. 6. Under Description, enter any additional information. 7. Click OK.
Creating and Closing Invoices

This is the final stage of the sales cycle. An invoice bills the customer for the products in the order. Depending on the order and the number of fulfillments, more than one invoice may be generated. You close an invoice by either canceling the invoice or setting the invoice status to paid. Typically, you convert an order into an invoice. However, in Microsoft Dynamics CRM an invoice can be created that does not originate from an order. Use the invoice form to create a new invoice. The data fields are the same as those in a quote. NOTE: If you have integrated with an ERP or accounting system, invoices are usually read-only and pulled from the ERP or accounting system to be displayed in CRM. The data is presented in CRM to allow users to see invoice status without requiring access to the accounting system.
Procedure: Create an Invoice From an Order

Generating the invoice is a final step in a sales transaction. The invoice is used to bill the customer. In the Navigation Pane, click Sales, and then click Orders. In the list, select and open an order. On the Actions menu, select Create Invoice. Microsoft Dynamics CRM populates the Invoice form with information from all the fields that were completed on the Order form. Make any changes necessary to update the invoice. 5. Click Save and Close. NOTE: Typically, you convert an order into an invoice. However, in Microsoft Dynamics CRM an invoice can be created that does not originate from an order. Use the invoice form to create a new invoice. The data fields are the same as those used in quotes. 1. 2. 3. 4.
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Procedure: Close an Invoice as Paid or Canceled
Use an invoice to create the bill that is sent to the customer. Close an invoice by either canceling the invoice or setting the invoice status to Paid. 1. In the Navigation Pane, click Sales, and then click Invoices. 2. In the list, select and open an invoice. 3. On the Actions menu, select Invoice Paid if the invoice is paid, or select Cancel Invoice if the invoice is canceled. 4. In the dialog box, under Status Reason, select the reason for marking the invoice paid or cancelled. 5. Click OK. 6. Click Close to close the invoice.
Demonstration: Generate a Quote, Order and Invoice

This demonstration shows how to create a quote from an opportunity. NOTE: This demonstration uses the opportunity that was created in Demonstration: Add Products to an opportunity. If that demonstration was not completed, you must add products to the quote. Scenario While following up on an opportunity with a customer, [opportunity name containing account name and description of opportunity]. The sales representative learns the customer is interested in a quote for the products. The sales representative prepares a quote and presents it to the customer. A few days later, the sales representative follows up on the quote and the customer requests an additional 5% discount or they will consider ordering from a competitor. The sales representative revises the quote. Goal Description This demonstration accomplishes the following: Create a quote Revise a quote Convert the quote to an order Fulfill the order and convert to an invoice
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Demonstration: Steps to Generate a Quote, Order and Invoice
Steps to prepare the quote: 1. 2. 3. 4. In the Navigation Pane click Sales, and then click Opportunities. In the list, select and open the opportunity [Opportunity Name]. In the form's navigation pane, under Sales, click Quotes. On the Actions toolbar, click New Quote. The information from the opportunity is propagated to the new quote. Make any necessary changes. Enter [price list] On the Standards toolbar, on the Actions menu, click Activate Quote. Click Close. Click Save and Close.
5. 6. 7. 8.
Demonstration: Revise the Quote

Steps to revise the quote: In the Navigation Pane click Sales, and then click Quotes. In the list, select and open the quote [Quote Name]. On the Standard toolbar, on the Actions menu, select Revise. Under Quote Discount (%), enter [Quote Discount]. On the Standards toolbar, on the Actions menu, select Activate Quote. 6. Click Close. 1. 2. 3. 4. 5.
Demonstration: Convert a Quote to an Order

Convert a quote to an order: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. In the Navigation Pane, click Sales, and then click Opportunities. In the list, select and open the opportunity [Opportunity Name]. In the form's navigation pane, under Sales, click Quotes. On the Standard toolbar click Create Order. In the Create Order dialog box, under Status Reason, select Won. For Date Won, enter the date the opportunity was won. Under Description, enter any details about the order. Select Close Opportunity. Select Calculated from quotes. Click OK.
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Demonstration: Complete the Order
Complete the order form: 1. 2. 3. 4. 5. 6. 7. 8. 9. The Order form appears after converting a quote to an order. Review all information on the order form on the General tab. Click the Shipping tab. For Requested Delivery Date, enter [date requested by customer]. For Shipping Method, select [shipping method]. For Payment Terms, select [payment term]. For Freight Terms, select [freight term]. Click the Addresses tab. Complete the Bill To Address section with the following: Name: [name of customer] Street 1: [street address] City: [city] State/Province: [state] Zip/Postal Code: [postal code] Phone: [telephone]
10. For the Ship To Address section, click Will Call for the Ship To field. 11. Click Save and Close.
Demonstration: Convert an Order to an Invoice

Convert an order to an invoice: In the Navigation Pane click Sales, and then click Opportunities. In the list, select and open the opportunity [Opportunity Name]. In the form's navigation pane, under Sales, click Orders. On the Actions menu, select Fulfill Order. Under Status Reason, select Complete or Partial, and then click OK. 6. On the Standard toolbar click Create Invoice. 7. Click Save and Close. 1. 2. 3. 4. 5.
Summary
Microsoft Dynamics CRM allows users to create a quote and revise it repeatedly during sales negotiations. The quote can then be used as the basis for orders, which can be used as the basis for invoices. Microsoft Dynamics CRM also allows users to create orders and invoices from scratch. You can use Microsoft Dynamics CRM to track the status of fulfillments and invoices.
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Test Your Knowledge

Quotes
1. 1. What state does a quote have to be in so that you can make changes to it? ( ) a. ( ) b. ( ) c. ( ) d. Initial Draft Update Active
Printing a Quote
2. 2. When printing a quote, you can? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Start from a blank document Use a pre-defined template Print the linked invoices Include order information
Invoices
3. 3. In Microsoft Dynamics CRM, you can track which states for invoices? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Cancelled Requested Paid Sent
Discounts
4. 4. On orders, Quote Discount discounts a percentage from what? ( ) a. ( ) b. ( ) c. ( ) d. Total amount Freight charges Selected product Taxes
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Address Properties
5. 5. To search for an address while filling out a quote, the address must have what? ( ) a. ( ) b. ( ) c. ( ) d. a street a zip code a city a name
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Lab 10.1 - Convert a Quote to an Order

In this lab you create an order from a quote. NOTE: This lab uses the quote that was created in Demonstration: Prepare a quote. Scenario The sales representative creates a new quote for an existing opportunity [opportunity name]. The opportunity reviews the quote and now wants to place an order. At this point, the sales representative converts the quote to an order and sends a thank you letter to the customer. Goal Description This goal of this lab is to: Convert a quote to an order Send a thank you letter to a customer
Challenge Yourself!
Need a Little Help?

Steps to convert the quote to an order: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. In the Navigation Pane, click Sales, and then click Opportunities. In the list, select and open [opportunity name]. In the form's navigation pane, under Sales, click Quotes. On the Standard toolbar, click New Quote. In the Quote form enter [Name of quote] in the Name field. On the Standard toolbar, click the Actions menu, and click Activate Quote. On the Standard toolbar click Create Order Under Status Reason, select Won and under Date Won enter [date]. Click OK. In the order form, review the information. Click Save.
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Need a Little Help? Send a Thank You Letter
Steps to send thank you letter to the customer: 1. With the order form open, on the Actions menu, select Add Activity then E-mail. 2. Type the text of the message and click Send. NOTE: In the classroom environment, you will receive an undeliverable message in the Inbox. This is because the demonstration system contains email addresses but is not actually able to send the messages to the destination.
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2.
3.
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Solutions
Test Your Knowledge
Quotes
1. What state does a quote have to be in so that you can make changes to it? ( ) Initial () Draft ( ) Update ( ) Active
Printing a Quote
2. When printing a quote, you can? Select all that apply. (Select all that apply.) () Start from a blank document () Use a pre-defined template ( ) Print the linked invoices ( ) Include order information
Invoices
3. In Microsoft Dynamics CRM, you can track which states for invoices? Select all that apply. (Select all that apply.) () Cancelled ( ) Requested () Paid ( ) Sent
Discounts
4. On orders, Quote Discount discounts a percentage from what? () Total amount ( ) Freight charges ( ) Selected product ( ) Taxes
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Address Properties
5. To search for an address while filling out a quote, the address must have what? ( ) a street ( ) a zip code ( ) a city () a name
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CHAPTER 11: SALES REPORTING

Objectives
The objectives are: Understand the tools you use to evaluate sales data. Use default sales productivity reports to review potential opportunities, forecast revenue, and analyze sales productivity. Export the results of an Advanced Find or view an Excel spreadsheet using the Export to Microsoft Excel feature. Quickly generate custom reports using the Report Wizard.
Introduction
This lesson covers additional features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. A number of sales productivity reports provide insight into sales performance and allow for sales forecasting. The Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel. The Report Wizard and associated tools allow end-users to rapidly develop and share custom reports.
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Evaluating Sales Data

Microsoft Dynamics CRM provides a number of tools that you can use to evaluate sales-related information, including: Productivity Reports - Microsoft Dynamics CRM includes a number of off-the-shelf reports to help you evaluate the efforts of your sales force, including sales history and sales productivity. Advanced Find - Covered in Lesson 4: 360-Degree View of the Customer, Advanced Find allows you to do complicated and comprehensive searches for all types of information, including searching for information from different types of records and viewing the combined data. You can save the searches and their results for later use. Refer to Lesson 4: 360-Degree View of the Customer for more information. Export to Excel - You can export information to Excel as static or dynamic worksheets and as dynamic pivot tables, and then use Excel's capabilities to manipulate the data and perform complex analysis. Custom Reports - Microsoft Dynamics CRM's Report Wizard makes it easy for you to create your own custom reports, picking the data to include and the format in which you want it to appear.
Measuring Performance with Sales Productivity Reports

You can use the sales force management tools in Microsoft Dynamics CRM to access your organization's productivity information, such as sales quotas and forecasts for the coming quarter as well as sales activities. With Microsoft Dynamics CRM, you can view individual, group, and territory productivity. Use this information when measuring the progress of your sales force against the quotas that have been set for them, their managers, and the territories they are divided into. Microsoft Dynamics CRM provides information about: The quota set for the fiscal period. The actual revenue generated for the fiscal period (or to date for the current period). The percentage of the quota accomplished (quota versus revenue). The number of opportunities that placed orders. The number of opportunities that were lost (did not place orders). The estimated revenue in the pipeline (the estimated revenue that could be generated from open opportunities when they close). The percentage of opportunity estimations accomplished (the number of opportunities that placed orders versus the number of opportunities that did not).
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Default Productivity Reports
Using the following default sales reports, view productivity for an individual salesperson, a group of salespeople, or a sales territory. Sales History Report The Sales History report lets sales managers view the performance of salespeople by the past revenue that they have generated. The report displays a bar chart of the total revenue earned and the total revenue lost for a single customer or a group of customers. Clicking an area of the chart displays a list of closed opportunities and the following key information: The revenue that was generated The average size of the deal The win rate The date that the deal was closed
Use this information to determine who the top salespeople are and which customers are generating the most revenue. Sales Pipeline Report The Sales Pipeline report lets salespeople and managers view anticipated revenue (revenue that is in the pipeline) generated from opportunities. You can view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory. The report displays a bar chart of anticipated revenue. Clicking an area of the chart displays the following key information: The stage of sale that the opportunity is currently in The probability that the opportunity will be won The anticipated revenue
Use this information to help salespeople meet territorial quotas or other goals. NOTE: You must use Microsoft Dynamics CRM workflow processes to define opportunity sales stages in order for this report to provide meaningful data.
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Neglected Leads and Accounts The Neglected Leads report displays a list of leads that have not had an activity (an action to be performed, such as a task, or a communication item that is sent or received, for example, e-mail, phone calls, and appointments; the status of activities is tracked and the activity history is stored in the system, so users can view the open and closed activities) completed for a specified number of days. The challenge for a sales person is to turn a lead into an opportunity. Leads that are not contacted are not likely to become opportunities. The Neglected Leads report helps sales people stay on top of their leads. Staying in close contact with your existing accounts often makes them better customers and can increase the revenue that they generate. The Neglected Accounts report displays a list of accounts that have not had an activity completed for a specified number of days.
Demonstration: Forecasting Sales

This demonstration uses the Pipeline report to view specific sales information. Scenario A Sales Representative would like to view potential sales by sales territory then view only those that are expected to close in the coming month for the Region (such as West, Central, etc.). The filter on the Pipeline report is edited and used to locate this information. Goal Description The goals of this demonstration are to: Steps Follow these steps to view the report: 1. In the Navigation Pane, click Sales and then click Opportunities. 2. On the Actions toolbar, click Reports and then select Sales Pipeline. 3. In the Select Records dialog box, under Use these records, select All applicable records. 4. In the Select Records dialog box, click Run Report. 5. In the report, under Group By, select Sales Territory. 6. In the report, click View Report. View the Pipeline report Change the filter on the report to view only sales estimated to close in the coming month Group the report by Sales Territory and view the information for the Region.
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7. In the report, click Edit Filter. 8. In the Opportunities section, in the Estimated Close Date row, in the second column, point to Next X Months and select On or Before. 9. In the third column, point to Enter Value, and then enter a date one month from today. 10. For each of the remaining criteria, click the arrow next to the row and select Delete. (Retaining these criteria in combination with the Estimated Close Date criteria would cause the report to produce no results.) 11. Click Run Report. 12. When the report displays, under Group By, select Sales Territory. 13. Click View Report. 14. In the graph, click the Region to view the opportunities that are expected to close in the next month.
Using Export to Excel

You can export data to Microsoft Excel from any view. When you export to Excel you have the option to export the data in one of three forms: Static exports create a copy of the data in Excel form. This method allows you to export the data with an option to mark it for re-import by including required fields. Static exports are limited to the current page of data that is visible to the user at export time. Dynamic exports export a query with a link back to the Microsoft Dynamics CRM server. This type of export causes the data to be loaded dynamically from Microsoft Dynamics CRM, providing Excel data that is always up-to-date. Dynamic requires a connection back to the Microsoft Dynamics CRM server and appropriate permissions. Dynamic exports export all the records that matched the query. When exporting data to a worksheet, you can add new columns in which to export the data, and to edit the columns. Dynamic Pivot Table. This method is similar to the Dynamic exports but allows you to export the data into pivot table. The user can select specific columns to display on the report.
NOTE: You must have the proper permissions to use the Export to Excel feature. In addition, you can only view and export records to which you have read access. Contact the system administrator with questions.
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Procedure: Export List Data to Excel as a Static Worksheet
1. In the Navigation Pane, click an entity and then click an area. For example, click Sales, and then click Leads. 2. In the Actions toolbar, click the Export to Excel icon. 3. In the Export Data to Excel dialog box, under Use this type of worksheet, select Static worksheet with records from this page. 4. Click Export. 5. In the File Download dialog box, click Save to save the workbook and specify a location, or click Open to open the exported data in Excel.
Procedure: Export List Data to Excel as a Dynamic Worksheet

1. In the Navigation Pane, click an entity and then click an area. For example, click Sales, and then click Leads. 2. In the Actions toolbar, click the Export to Excel icon. 3. In the Export Data to Excel dialog box, under Use this type of worksheet, select Dynamic worksheet. 4. Click Edit Columns. 5. By default, an exported worksheet includes the fields that are displayed in the list, using the same field order, sorting, and field widths. To select a different set of columns: Under Common Tasks, click Add Columns. In the Add Columns dialog box, under Record Type, select the type of record whose data you want to export. (The default is the entity type of the list, but the record type list also includes records related to the primary record type.) In the Fields list, select the fields whose values you want to export. Click OK.
To remove a column, in the Edit Columns dialog box, select the column heading that you want to remove, and under Common Tasks, click Remove. In the confirmation message, click OK. 6. To change the order of the columns, in the Edit Columns dialog box, select a column and then click the left or right arrow key to move the column. 7. To change the sort order, in the Edit Columns dialog box, click Configure Sorting. Under Column, select the column that you want to sort. Under Order, click Ascending Order or click Descending Order, and then click OK. (You cannot sort on columns from related record types.)
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8. To change the widths of column that will appear in the Excel worksheet, in the Edit Columns dialog box, select a column heading, such as Account Name, and then click Change Properties. In the Change Column Properties dialog box, select the width (in pixels) that you want, and then click OK. 9. When you are ready, click Export. 10. In the File Download dialog box, click Save to save the workbook and specify a location, or click Open to open the exported data in Excel.
Procedure: Export List Data to Excel as a Pivot Table

1. In the Navigation Pane, click an entity and then click an area. For example, click Sales, and then click Leads. 2. In the Actions toolbar, click the Export to Excel icon. 3. In the Export Data to Excel dialog box, under Use this type of worksheet, select Dynamic Pivot Table. 4. By default, an exported worksheet includes the fields that are displayed in the list, using the same field order, sorting, and field widths. To select a different set of columns, click Select Columns and then: In the Select Columns dialog box, under Record Type, select the type of record whose data you want to export. (The default is the entity type of the list, but the record type list also includes records related to the primary record type.) In the Fields list, select the fields whose values you want to export. Click OK. 5. Click Export. 6. In the File Download dialog box, click Save to save the workbook and specify a location, or click Open to open the exported data in Excel.
Using the Report Wizard

Microsoft Dynamics CRM allows users with the appropriate permissions to create their own custom reports directly from the Report Wizard. Reports are different from saved views and advanced finds because they can be used to render graphs, perform quantitative summations, and drill down to further details. NOTE: The ability to create reports is controlled by Microsoft Dynamics CRM role-based security. Scenario A sales representative wants to see a list and pie chart of a breakdown of the opportunities assigned to her by state.
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Goal Description The goal of this demonstration is to create a new custom report using the Report Wizard.
Demonstration: Using the Report Wizard

Steps 1. In the Navigation Pane, click Workplace, click My Work, and then click Reports. 2. On the Actions toolbar, click New. 3. In the Report dialog box, under Record Type select Report Wizard Report. 4. Click the Report Wizard button. 5. Under Select the starting point for your report, select Start a new report, and then click Next. 6. Under Report Name, enter [name] and under Primary record type, select Opportunities, and then click Next. 7. In the Use Saved View, select My Open Opportunities. 8. The first criteria should display Owner. 9. The next criteria is set to Equals Current User. 10. Click Next. 11. Under Common Tasks, click Add Column or Grouping. 12. In the Add Column dialog box, make sure the Record Type is Opportunities, and then under Columns, select Topic. Click OK. 13. Repeat this step to insert the column Est. Revenue. 14. Click Add Column or Grouping again, and under Record Type, select Potential Customer (Account). 15. Under Columns, select Address 1: State/Province. Click OK. 16. Click Next. 17. On the next page, select Chart and table, and under that select Show table below chart on the same page. Click Next. 18. On the next page, select Pie chart, and then click Next. 19. On the Customize Chart Format dialog box select Address1: State/Province (Potential Customer) for the Slices Data: field. 20. Select Est. Revenue for the Values Data: field. 21. Click Next. 22. On the Report Summary page click Next. 23. On the Report Successfully Created confirmation page, click Finish. 24. In the Report dialog box, on the Actions toolbar, click Run Report to view the report. 25. Click Close from the Jewel to close the report viewer. 26. Click Save and Close.
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NOTE: The Report Wizard allows Table Only and Chart and Table reports. When you use a chart in a report, you can choose a Vertical Bar, Horizontal Bar, Line, or Pie Chart. Once a report is created they can be edited, by selecting a report and selecting Edit Report from the More Actions menu on the Actions toolbar.
Summary
In this lesson you created sales productivity reports to forecast sales. Sales reports are used to evaluate customer information, to view sales productivity and predict future sales. You also used Export to Excel to export static and dynamic data to Excel as worksheets, and as a dynamic pivot table. Using the Report Wizard you were able to quickly create custom reports.
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Test Your Knowledge

Analyzing Quotas and Forecasting
1. What information can Microsoft Dynamics CRM provide to help with analyzing quotas and forecasting? ( ) List of converted leads in the fiscal period ( ) The quota set for the fiscal period ( ) The number of contacts contacted during a given time frame ( ) The close ratio of opportunities
Revenue Report
2. Which report allows you to view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory? ( ) Sales History Report ( ) Sales Pipeline report ( ) Custom Report ( ) Productivity Report
Export to Excel
3. Microsoft Dynamics CRM can export data to the following Excel spreadsheets? Select all that apply. (Select all that apply.) ( ) Static worksheets with records from the current page ( ) Dynamic Pivot Tables ( ) Dynamic worksheets ( ) Dynamic worksheets
Report Wizard
4. The Report Wizard supports which of the following chart types to be displayed on custom reports? Select all that apply. (Select all that apply.) ( ) Vertical Bar ( ) Line ( ) Pie ( ) Horizontal bar
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Sales History
5. The Sales History report can provide sales managers with which of the following? Select all that apply. (Select all that apply.) ( ) The win rate ( ) The stage of the sale the opportunity is in ( ) The date the deal was closed ( ) The average size of the deal
Salesperson Account Interaction

6. Which report can best display a salespersons level of interaction with an account? ( ) Neglected Leads report ( ) Sales History report ( ) Sales Pipeline report ( ) Neglected Accounts report
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Lab 11.1 - Sales Productivity

In this lab use a saved Advanced Find view to locate information for a report. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. Scenario Scenario The sales representative wants to view the Lead Source Effectiveness report for only the Leads that were won. Goal Description Use Microsoft Dynamics CRM to accomplish the following: Use a saved Advanced Find view. View the Lead Source Effectiveness report for leads that were won.
Challenge Yourself!
Need a Little Help?

Follow these steps to create the search:
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. In the Navigation Pane, click Sales, and then click Leads. Under View, select Open Leads. Click Advanced Find. In the Advanced Find window, click Show Details. Hover over Select. Click on the drop-down, and select the State/Province field. Click in Enter Value and type CA. Click Find. Click Back to Query to return to the Query. Click Save As. Record Leads in California as the Saved view name, and click OK. Close the Advanced Find window. Under View, select [saved view name]. If you do not see it, press F5 to refresh the browser windows, and look again. On the Actions toolbar, click Reports, and then select Lead Source Effectiveness.
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14. In the Select Records dialog box, under Use these records, select All applicable records. 15. Click Run Report.
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Lab 11.2: Sales Productivity Reports

In this lab use the Lead Source Effectiveness report to locate specific sales related information. As you complete the instructions use the information in the Scenario and Goal Description to complete the lab. Refer to the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario The sales representative is interested in finding out which types have leads that have the most closed sales. The sales representative also wants to view the opportunities that contributed to the revenue. The Lead Source Effectiveness report provides this information.
Challenge Yourself!
Need a Little Help?

Follow these steps to view the report:
Step by Step
1. In the Navigation Pane, click Workplace, then click My Work, and then click Reports. 2. In the list, select but do not open the Lead Source Effectiveness report. 3. On the Actions toolbar, under More Actions, select Run Report. 4. In the report, in the % Became Revenue column, click the value for the lead source [source, was Other] to view the associated records.
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2.
3.
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Solutions
Test Your Knowledge
Analyzing Quotas and Forecasting
1. What information can Microsoft Dynamics CRM provide to help with analyzing quotas and forecasting? ( ) List of converted leads in the fiscal period () The quota set for the fiscal period ( ) The number of contacts contacted during a given time frame ( ) The close ratio of opportunities
Revenue Report
2. Which report allows you to view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory? ( ) Sales History Report () Sales Pipeline report ( ) Custom Report ( ) Productivity Report
Export to Excel
3. Microsoft Dynamics CRM can export data to the following Excel spreadsheets? Select all that apply. (Select all that apply.) () Static worksheets with records from the current page () Dynamic Pivot Tables () Dynamic worksheets ( ) Dynamic worksheets
Report Wizard
4. The Report Wizard supports which of the following chart types to be displayed on custom reports? Select all that apply. (Select all that apply.) () Vertical Bar () Line () Pie () Horizontal bar
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Sales History
5. The Sales History report can provide sales managers with which of the following? Select all that apply. (Select all that apply.) () The win rate ( ) The stage of the sale the opportunity is in () The date the deal was closed () The average size of the deal
Salesperson Account Interaction

6. Which report can best display a salespersons level of interaction with an account? ( ) Neglected Leads report ( ) Sales History report ( ) Sales Pipeline report () Neglected Accounts report
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CHAPTER 12: UNDERSTANDING MARKETING CAMPAIGNS

Objectives
The objectives are: Understand the benefits of closed loop marketing. Identify when to use a quick campaign and when to use a marketing campaign. Know the purpose of quick campaigns and the key steps to create one. Know the purpose and elements of marketing campaigns. Identify the way campaign results can be captured. Understand the analysis and reporting available for campaigns.
Introduction
This lesson summarizes the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM. This lesson will give you an understanding of closed loop marketing, quick campaigns, marketing campaigns, the parts of a marketing campaign, and campaign responses and reporting. Marketing concepts and business drivers are also discussed to provide an overall context. The specific procedures for conducting Marketing Campaigns in Microsoft Dynamics CRM are covered in depth in later lessons.
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Benefits of Closed Loop Marketing

In many organizations there is division between what happens in the Marketing department and what happens in the Sales department. This division can cause one or more of the following problems: Sales has no visibility into what marketing is doing to support their efforts. Marketing has no visibility into what the sales team does to follow up on the leads they produce. Overall marketing effectiveness does not improve because there is no way to measure what works and what does not.
Microsoft Dynamics CRM is designed to help companies solve these problems by providing one tool to connect the efforts of both groups. In Microsoft Dynamics CRM the goal of each marketing campaign is to provide what is known as closed loop marketing. By ensuring that the campaign targets, campaign activities, and the results of the campaign activities are related and captured in a consistent format, the entire team can measure data such as: Number of leads produced Number of converted leads Number of opportunities Revenue produced from closed opportunities Cost per lead Cost per opportunity
The ability to know what was spent on a campaign and relate it to the actual revenue that resulted is the essence of closed loop marketing. A marketer with this information can plan, forecast, and target more effectively. This information helps the marketing team assess the quality of lead sources and design campaigns that produce better results with each effort.
Marketing Campaigns Versus Quick Campaigns

There are two types of campaigns you can run using Microsoft Dynamics CRM: marketing campaigns and quick campaigns. Marketing campaigns represent marketing efforts over a period of time, while quick campaigns represent an instant marketing effort. Both types of campaigns allow you to: Create campaign activities, which are the interactions with the customer, such as an e-mail, a letter, or a phone call.
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Use marketing lists, which are lists of customers that meet specific criteria, such as all customers who have bought a specific product in the last year. View campaign responses, which are the customer replies to campaign activities.
BEST PRACTICE: You can use Campaigns to automate e-mail marketing activities. When you use an e-mail as a campaign activity, you can choose whether the e-mail is sent automatically by the system or requires the e-mail owner to send the e-mail. By default, the system sends the e-mail for you. Marketing campaigns are used for traditional marketing efforts where the user may want to schedule multiple activities, such as an e-mail broadcast followed by targeted phone calls. These are longer term efforts, usually distributing information through several types of activities. Marketing campaigns also allow you to add target products, sales literature, and related campaign details to the campaign. This feature is usually used by marketing representatives and marketing managers. Quick campaigns are used for single-activity campaigns and are created using a wizard. These are shorter term efforts, distributing only one activity. For instance, if a sales representative knows that he will be attending a tradeshow in a certain geographic area, he can use Advanced Find to quickly create a list of leads in that area. He can then use the list to create a quick campaign and schedule a phone call for each lead. Each scheduled phone call automatically shows up in his Workplace as an activity. Quick campaigns are often used by salespeople or sales managers. Marketing campaigns and quick campaigns have similar functionalities: both can use marketing lists, distribution information through activities, and let you view the responses. The main difference is the length and complexity of the campaign. Quick campaigns are short and only distribute one activity. Marketing campaigns are longer in duration and can include many types of activities.
Using Quick Campaigns

To create a quick campaign, start by identifying the customers the campaign is targeting. This is done by creating a search whose results are the target customers. From the search result, start the Quick Campaign wizard. Quick campaigns allow activities to be assigned to users and queues for completion. The activities can closed and reported on. Selecting Customers for a Quick Campaign
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There are three ways to select customers for a Quick Campaign: Select the contacts, accounts, or leads directly from a view, such as My Active Leads. In the list, select the records you want, and then click Create Quick Campaign to start the wizard. You can launch the campaign for all records on the page or all records on all pages. Use a marketing list to select the customers. Creating marketing lists is discussed in later lessons. To access existing marketing lists, in the Navigation Pane, click Marketing, and then click Marketing Lists. In the list, select the list to use, and then click Create Quick Campaign to start the wizard. Use Advanced Find to search records. Advanced Find is covered in Lesson 4, The Customer Centered View. After running an Advanced Find, in the results, click Create Quick Campaign to start the wizard.
Working with a Quick Campaign

When you create a new quick campaign, you can choose who owns the activities that are distributed. The activity, such as the phone call, is then completed by the owner you have specified. You can assign the activities to: Yourself: This allows you to quickly make a list of customers to personally work with. The owner of the records: This allows you to assign work to the specific owner of the customer record. Another user or a queue: This allows you to assign the work to a queue for anyone to work on.
After you create the quick campaign, Microsoft Dynamics CRM creates and distributes the activities to the appropriate resource. Once the quick campaign has been created and distributed, the assigned user can view and take action on the campaign activities and the responses. The records for customers can be viewed and reports can be run to analyze the effectiveness of the campaign.
Completing the Quick Campaign

Once the quick campaign is created and distributed, the activity owner can view and take action on the campaign activities and the responses. The customer records can be reviewed and reports can be run to analyze the effectiveness of the campaign.
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Understanding Marketing Campaigns

In Microsoft Dynamics CRM, the marketing campaign represents a complete marketing effort. Marketing campaigns organize all the details in one place; including the planning tasks, the campaign activities, the products, sales literature, related campaigns, the marketing list, and the distribution of the marketing activities. By having all the information in one place, you can quickly assess how successful the campaign was. Marketing campaigns can have the following elements: Campaign activities: The interaction with the customer, such as a letter, phone call, or e-mail. Planning tasks: Tasks that must be accomplished to execute the campaign. Target products: Any products around which this campaign is centered, if it is about promoting specific products. Sales literature: Any existing literature used during the campaign. Marketing list: A list of specific customers that are being targeted in the campaign.
Campaign Activities
Campaign activities form the core of a campaign. They are the action that constitutes the campaign, such as sending a letter, making a phone call or sending an e-mail. Campaign activities can include a priority and a budget. For example, if the activity is a letter, the budget might include the cost of printing, envelopes, and postage. This information helps you determine the cost and value of the campaign. When you have completed the activity, you can update the actual cost. Tracking the costs assist you in planning future activities and campaigns. Campaigns can have more than one activity; For example, You might send a letter and follow up with a phone call. Activities within a campaign can all use the same marketing list or each activity can use a different list. For example, a campaign might include three different marketing lists for various groups of customers with different messaging for each group. In this case, you would create separate activities for each message and each activity would use a different marketing list to target the appropriate customers for that message. The types of campaign activities in Microsoft Dynamics CRM are: Phone Appointment Letter Fax E-mail
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As you create or modify campaign activities, you can enter the costs of the activities. When costs are updated in activities, they automatically update the total cost of the overall campaign. This allows you to view all costs associated with a campaign.
Marketing Lists
Simply stated, marketing lists are lists of accounts, contacts, or leads that match a specific set of criteria. Marketing lists can only contain one record type, such as contacts, accounts, or leads. Once you determine the record type, it cannot be changed, though individual records can be added to the list or removed from it. Marketing lists can be deleted, merged into other lists, or deactivated. Once you have determined that the list is complete, the marketing list can be locked, to prevent any changes to the list.
Planning Tasks
Planning tasks help you organize the tasks you need to complete in order to launch and operate a campaign. For example, if your campaign were an event you were holding for your customers you could enter planning tasks such as reserving space or hiring vendors. You could also have tasks such as designing and ordering the brochures that you plan to mail out.
Target Products
A marketing campaign can be designed to promote one or more products. If your organization uses the product catalog in Microsoft Dynamics CRM, you can add products to the campaign to make it easy for salespeople to view what the campaign is promoting, and also to help you create very specific reports showing campaign effectiveness. For example, the marketing team might be interested in knowing how many campaigns were run to promote a certain product over a certain period, and how much revenue those campaigns generated.
Sales Literature
Sales literature is content about a product or a service. Salespeople can review the literature and deliver it to customers based on their interest level. Sales literature files can be added to a campaign to help salespeople find the information they need to know in order to follow up with customers effectively. Sales representatives can download or view added sales literature whenever it is needed.
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Adding Related Campaigns
Microsoft Dynamics CRM allows you to add related campaigns to each other so you can compare the effectiveness of each separate campaign or look at all the campaigns together. For example, to run several small campaigns promoting a certain product over the course of a year, you can add the smaller campaigns to an overall campaign. Once the campaigns are completed, you can run reports to analyze the effectiveness of the overall campaign and of each of the related campaigns.
Distributing Campaign Activities

When it is time to launch the campaign, you will distribute the activities. Campaign activities can be created early in the campaign planning cycle and then planning tasks can be used to remind you when it is time to distri Once youve created your campaign activities and it is time to launch the campaign, you will then distribute the activities. Campaign activities can be created early in the campaign planning cycle and then planning tasks can be used to remind you when it is time to distribute them. Once a campaign activity has been distributed, the activity owner(s) will see these under Activities in their Workplace. They will then be responsible for performing the activity, such as making the phone calls or sending the e-mail.
Using Marketing Campaign Templates

Campaign templates allow you to plan a campaign and then reuse it for any number of marketing campaigns. You can add many campaign-related items to a template and then use that template to create multiple campaigns. This reduces the amount of time and planning required to create campaigns. Templates can also help you to ensure that multiple campaigns driven by different staff members contain the same activities, product information, or other items that you want to keep consistent. Campaign templates can be modified or published for use by any number of Microsoft Dynamics CRM users. For example, if you are part of a centralized marketing team that provides support to staff located in other regions or countries, you can create a template and make it available to all Marketing and Sales rRepresentatives. They can then create new campaigns from the template and modify it to suit their local needs and launch unique, targeted campaigns to accounts in their geographic area.
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Managing Campaign Responses

The goal of any marketing campaign is to create measurable results. In Microsoft Dynamics CRM, these results are captured as campaign responses. The responses can be acted upon, by converting them to a lead, quote, order, or opportunity. You can also use the campaign response to convert an existing lead to an account. And you can use campaign responses as one way to measure the effectiveness of the campaign. After a campaign has been created and the activities have been distributed, the targeted audience will begin responding to the campaign. At this stage, the emphasis shifts from an outbound marketing campaign to an inbound salesfocused, sales effort. You can capture responses to the marketing campaign and determine the appropriate follow-up. You can capture campaign responses several ways: Record responses manually by creating a new campaign response. From within an activity, such as a phone call you received, convert the activity to a campaign response. Import responses, such as from an outsourced marketing campaign. In a campaign that uses e-mail via mail merge, customers can respond by e-mail and their messages are automatically converted to campaign responses.
Once the campaign responses have been created, you can convert a campaign response to a new lead, quote, order, or opportunity.
Analyzing Campaigns
Effective analysis requires entering and tracking the correct data. You need to determine what kind of analysis you want to do, and then create processes or other procedures to ensure that the correct data is entered and tracked. Marketing campaign reports can be used for building marketing plans. By analyzing the report that provides data on the financial effect of campaigns, an organization can determine which campaigns were successful. By using this data, you can decide which campaigns should continue to run and which should not or make changes to the campaigns. The data can also provide valuable information about the timing of critical campaigns. Combining this data with competitor data and a marketing plan can be your best defense to against competing companies. Also, by evaluating sales growth based on other Microsoft Dynamics CRM reports, the marketing plan can incorporate new campaigns to meet aggressive sales quotas for products balanced against the budget limitations imposed on the campaign.
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There are two reports that can be especially helpful in assessing campaigns. The Campaign Comparison Report indentifies your most and least successful campaigns. The report compares campaigns based on parameters such as cost effectiveness and number of responses. The Campaign Performance Report tracks 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.
Summary
This lesson provided an overview of marketing campaigns. It reviewed the benefits of closed loop marketing. Additionally, it compared the differences between marketing campaigns and quick campaigns. The lesson also reviewed the parts of a marketing campaign and how to use them. Finally, it discussed the use of campaign responses and available campaign reporting.
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Test Your Knowledge

Closed Loop Marketing
1. Which of the following is a benefit of closed loop marketing? ( ) Sales has visibility into what marketing is doing to support their efforts ( ) Marketing has visibility into what the sales team does to follow up on the leads they produce ( ) Overall marketing effectiveness improves because there is a way to measure what works and what does not ( ) All of the above
Quick Campaigns
2. Which of the following is not a feature of quick campaigns? ( ) Associate a marketing list ( ) Create campaign activities ( ) Create multiple campaign activities ( ) Send e-mail to a marketing list
Cost Related Functions

3. Which of the following cost-related functions can you perform in marketing campaigns? (Select all that apply.) ( ) Forecast expenditures by month ( ) Budget the cost of activities ( ) View the total cost of the campaign ( ) Enter the actual cost of activities
Records
4. Which type of records can you use to create a marketing list? (Select all that apply.) ( ) Account ( ) Contact ( ) Lead ( ) Opportunity
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Marketing Campaigns
5. The following can be associated with a marketing campaign? (Select all that apply.) ( ) Campaign activities ( ) Marketing lists ( ) Leads ( ) Target products
Campaign Activities
6. Which of the following are types of campaign activities? (Select all that apply.) ( ) Letter ( ) E-mail ( ) Planning task ( ) Appointment
Campaign Response
7. Which of the following can be converted into a campaign response? (Select all that apply.) ( ) Lead ( ) Task ( ) Phone Call ( ) E-mail
Campaign Response
8. A campaign response can be converted to which of the following? (Select all that apply.) ( ) A lead ( ) An opportunity ( ) An account ( ) A quote
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2.
3.
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Solutions
Test Your Knowledge
Closed Loop Marketing
1. Which of the following is a benefit of closed loop marketing? ( ) Sales has visibility into what marketing is doing to support their efforts ( ) Marketing has visibility into what the sales team does to follow up on the leads they produce ( ) Overall marketing effectiveness improves because there is a way to measure what works and what does not () All of the above
Quick Campaigns
2. Which of the following is not a feature of quick campaigns? ( ) Associate a marketing list ( ) Create campaign activities () Create multiple campaign activities ( ) Send e-mail to a marketing list
Cost Related Functions

3. Which of the following cost-related functions can you perform in marketing campaigns? (Select all that apply.) ( ) Forecast expenditures by month () Budget the cost of activities () View the total cost of the campaign () Enter the actual cost of activities
Records
4. Which type of records can you use to create a marketing list? (Select all that apply.) () Account () Contact () Lead ( ) Opportunity
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Marketing Campaigns
5. The following can be associated with a marketing campaign? (Select all that apply.) () Campaign activities () Marketing lists ( ) Leads () Target products
Campaign Activities
6. Which of the following are types of campaign activities? (Select all that apply.) () Letter () E-mail ( ) Planning task () Appointment
Campaign Response
7. Which of the following can be converted into a campaign response? (Select all that apply.) ( ) Lead ( ) Task () Phone Call () E-mail
Campaign Response
8. A campaign response can be converted to which of the following? (Select all that apply.) () A lead () An opportunity ( ) An account () A quote
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CHAPTER 13: PLANNING AND CREATING MARKETING CAMPAIGNS

Objectives
The objectives are: Create a new quick campaign. Create a marketing campaign. Create and use marketing lists. Create and use campaign templates.
Introduction
This lesson examines the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. The lesson also discusses how to create planning tasks and campaign activities in campaigns, and how to modify marketing lists.
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Creating Quick Campaigns

Quick campaigns are campaigns that create a single activity for distribution to a marketing list or an ad hoc group of accounts, contacts, or leads. The Quick Campaign Wizard makes it easy to choose an activity, assign the activity to the appropriate user(s), fill in the details of the quick campaign, and distribute the activities. The scheduled activity appears automatically in the assigned user's Workplace. Quick campaigns are created by first creating a list of the recipients for the campaign, and then starting the Quick Campaign Wizard.
Planning Your Quick Campaign

Before starting the Quick Campaign Wizard, decide: The activity for this quick campaign. The activity determines the channel through which customer communications are delivered. The activities available are Phone Call, Appointment, Letter, Fax, and Email. You can only select one type of activity for the quick campaign to distribute. The owner of the activities. Who will own (perform) the activities. The choices are: The currently logged in user (you). If you assign the activities to yourself, you are responsible for completing them. The owner of the records at which this campaign is targeted. Assigning ownership of the new activities to the record's owner makes that person responsible for the activities. For example, if you manage a sales team and the quick campaign is aimed at accounts owned by sales representatives on your team, you can choose to have the activities assigned to the sales representatives who own the accounts. A specific user or queue. Assigning the activities to another user makes that user responsible for completing them. Assigning the activities to a queue allows the queue users to select activities and take responsibility for completing them. Whether to automatically send the e-mail and close the activity once the e-mail is sent. This only applies if the activity type for the campaign is e-mail. Normally, activities appear in the activity list and must be performed by the assigned user. You can select this option to have the e-mail immediately sent when you finish creating the quick campaign. The details for the quick campaign's activity. The details vary by activity:
Phone Call The subject of the phone call (required). Any additional information about the call, such as notes.
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Expected duration of the call, so the activity owner can gauge how long it will take to complete the call Date the call is due. This is the due date for the activity.
Appointment The subject of the appointment (required). The location of the meeting. How the appointment time appears on the activity owner's calendar. The start and end dates and times for the appointment. This appointment appears on the activity owner's calendar. Any additional information, such as notes.
Letter The subject of the letter (required). Any additional information, such as notes. Expected duration to prepare the letter. Date and time the letter is due. This is the due date for the activity.
Fax The subject of the fax (required). Any additional information, such as notes. Expected duration to prepare the fax. Date and time the fax is due. The name of the cover page used. The cover page is not stored in the system.
Email The subject of the e-mail (required). The content of the e-mail. Note that you can use HTML formatting in the content of the e-mail. If you are sending the email immediately upon completing the wizard, enter the e-mail contents here. Expected duration to prepare the e-mail. Date and time the e-mail is due. This is the due date for the activity.
Procedure: Create a Quick Campaign

1. In the Navigation Pane, click Sales, and then click Leads, Accounts, or Contacts, depending on the type of record associated with the quick campaign activity. Alternatively, you can create an Advanced Find to select records, used a saved view, or use one of the other available methods.
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2. In the list, select the record or records for which you want to create a quick campaign. If To include all records on the current page or all records on all pages, skip this step. 3. On the Actions toolbar, click Create Quick Campaign, and then click one of the following: For Selected Records: Select this option if you have selected one or more records on the list page. For All Records on Current Page: Select this option to include all records on the page for the quick campaign activity. For All Records on All Pages: Select this option to include all records on all pages for the quick campaign activity. 4. On the next page, under Name, enter a name for the campaign, and then click Next. 5. On the next page, under Activity Type, select the type of activity this campaign will use. The choices are: Phone Call, Appointment, Letter, Fax, or E-mail. If you chose e-mail, to automatically send the e-mail when you finish the wizard, select Send e-mail messages automatically and close corresponding e-mail activities. Normally, activities appear in the activity list and must be performed by the assigned user. You can select this option to have the e-mail immediately sent when you finish creating the quick campaign. 6. Under Select who will own these new activities, choose one of these options: Me: The activities are now assigned to you and you are responsible for completing them. The owners of the records that are included in the quick campaign: The activities are assigned to the individuals who own each record and they are responsible for completing them. Assign to another user or queue: The activities are assigned to a specific user or to a queue, from which users can pick up the activities to assume responsibility for completing them. If you choose this option, select the user or queue in the box below. 7. On the next page, enter the necessary information for the activity, and then click Next. 8. Confirm the details, and then click Create. The quick campaign activities are immediately distributed as indicated.
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Creating a Marketing Campaign

Marketing campaigns are used for more complex marketing efforts where the user may want to schedule multiple activities, such as an email broadcast followed by targeted phone calls. They are longer term efforts and usually distribute information through several different types of activities. The campaign is the container for all the information, tasks, and activities you need to manage the campaign. To launch a campaign, you distribute activities to the assigned users. These activities make up the core of the campaign. The activity specifies the channel that you will use to communicate with the customer and, once the activity is performed, constitutes the actual customer communication. To create the campaign, you will follow these general steps: Create the campaign record (required) Enter the planning tasks: the tasks necessary to launch the campaign Define the campaign activities (required): the communications that will take place, through which channel, and performed by whom Select a marketing list (required): the users to whom the communications will be sent. Specify targeted products: the products advertised by this campaign Specify sales literature: any literature that might be useful or used by the people performing the activities
You can create the marketing campaign record at any time. All the decisions about the campaign do not need to be made before creating the initial record. When you create a new campaign, some of the information about the campaign is automatically generated by Microsoft Dynamics CRM. For example, the system creates the campaign code. The campaign record also automatically populates the owner of the campaign (the person who created it) and the name of the person who last modified it. This information cannot be changed by the user.
Tracking Campaign Costs

The Financials tab on the campaign contains budget and actual cost information. The individual campaign activities also contain cost information. Generally, the campaign manager enters and updates the following cost information. In the campaign record: Budget Allocated: The amount of money appropriated to this campaign. Miscellaneous Costs: Any costs not incurred by campaign activities.
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Estimated Revenue: The expected income resulting from this campaign.
In the campaign activity records: Budget Allocated: The amount of money appropriated for this activity. (Note that activity budget allocation is not rolled up into the campaign's budget allocation. The numbers are maintained separately.) Actual Cost: The actual cost of the activity, when it is performed.
When you save the relevant records, Microsoft Dynamics CRM calculates and displays this information in the Financial tab of the campaign record: Total Cost of Campaign Activities: The actual cost of the campaign, based on the actual costs entered for all the campaign's activities. Total Cost of Campaign: The actual cost of the campaign, based on the costs entered for all the campaign's activities plus the miscellaneous costs entered for the campaign.
Procedure: Create or Edit a Campaign

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. To create a new campaign, on the Actions toolbar, click New. To edit an existing campaign, in the list select and open the campaign. 3. In the Campaign form, on the General tab, enter the required information: Name: Enter a descriptive name for the campaign. Status Reason: Select the stage that the campaign is in, such as proposed, launched, or completed. Currency: Change the default currency, if necessary, to indicate the currency applicable to this campaign. You can click the Lookup icon to search for a currency.
Some other information that you may want to enter includes: Price List - Select the price list that is relevant to this campaign. This helps you determine the cost of the campaign compared to the revenue it generates. Offer - Enter a description of the actual offer you are contacting customers about. Proposed Begin Date - Enter the expected start date of the campaign. Proposed End Date - Enter the anticipated date when the campaign will finish. Description - Enter any other important details about the campaign.
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4. On the Financials tab, enter cost-related information, such as: Budget Allocated - Enter the budget for this campaign. Expected Revenue - Enter the estimated revenue you expect to generate from this campaign. Miscellaneous Costs - Enter the total for any known costs of the campaign that are not being entered in the actual campaign activity records. (See the section Campaign Activities for more information.) 5. On the Notes tab, click Click here to enter a new note and then type in information that might be helpful to users who will view this campaign. 6. Click Save and Close. NOTE: In the Financials tab, you must enter numbers between 0.00 and 1,000,000,000,000.00. You can use commas and a decimal point, but you cannot use a currency symbol, such as the dollar ($) or euro ().
Planning Tasks
After you have created the campaign record, you can add planning tasks to it. Planning tasks are actions that must be performed prior to distributing the campaign activities. They are the pieces that must be put in place for the campaign. Examples of planning tasks include putting together brochure packets or purchasing a list from a vendor. Planning tasks help you keep track of all the things that must be done to ensure the campaign is successful. They act as a centralized to do list for the team. Users that are assigned planning tasks can see their assignments in the Activities list under Workplace. The campaign owner can easily view the status of all the planning tasks by opening the campaign.
Procedure: Create a Planning Task

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign. 3. In the form's navigation pane, under Details, click Planning Tasks. 4. On the Actions toolbar, click New. 5. Enter the information for the planning task, including: Subject: A concise description of the task. In the box below, you can add specific details about how to complete the task. Owner: Enter the owner of the task. This is the person responsible for completing it. Duration: Indicate how long you expect the task to take to complete. Due: Select the date that this task should be completed by.
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6. On the Notes tab, enter any additional details for this task. 7. Click Save and Close.
Campaign Activities
Campaign activities are the actions necessary to conduct the campaign. Campaign activities are your way of tracking all the activities that you or others in your organization must complete for the campaign. Activities let you capture basic information as well as detailed data, such as budgeted costs, the vendor you are working with, scheduled start and end dates, priorities, and so on. Additionally, you can designate how many days must pass before members on the list can be sent additional literature or correspondence. (This is particularly useful in businesses that have separate sales and marketing departments.) As the campaign progresses, you can update the activity record with actual start and end dates and actual cost information. Activities can be assigned to owners, whose job it is to perform the activity. When you are ready to begin the campaign, you distribute the activities. Then, the owners perform the activities, doing the research, preparing the materials, making the phone calls or sending the letters, for instance. Activities fall into two categories: Channel activities: the activity specifies a channel of communication (such as an e-mail, a letter, or a phone call). These activities, when distributed, result in contact with the customer through that channel. Non-channel activities: Activities that do not have a specified channel or which have a channel of Other cannot be distributed. They act as to-dos to track actions that must be performed during the campaign. Non-channel activities remain in the owner's activity list until they are either changed to channel activities or completed.
An activity can have a particular marketing list associated with it. For example, a campaign might have three different marketing lists for various groups of customers, to send different messaging to each group. Separate channel activities are created for each message and the appropriate marketing list is associated with each activity. By default, all marketing lists are associated with all activities.
Procedure: Add an Activity to a Campaign

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign. 3. In the form's navigation pane, under Details, click Campaign Activities. 4. On the Actions toolbar, click New.
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5. Enter information for the activity, including: Under Channel, to create a channel activity, select the medium through which you will communicate to the customers. To create a non-channel activity, select Other or leave the channel blank. Under Subject, enter a concise description of the activity. In the box below, you can add specific details about how to complete the activity. Under Type, select the option that best describes the activity. Under Owner, enter the new owner for this activity. By default, you are the owner. You can click the Lookup icon to search for another user. Under Outsource Vendors, enter a vendor name if a vendor is involved in the activity. You can click the Lookup icon to search for a vendor. Under Scheduled Start and Scheduled End, enter the dates when this activity begins and ends. The end date that you select is displayed in the Due Date column in the Activities list in the Workplace. Under Budget Allocated ($), enter the amount designated for this campaign activity. Under Anti-Spam Setting, in No. of Days, enter the number of days you want to pass before a marketing list member is contacted again. 6. Click Save and Close.
View Campaign Activities

After you have added activities, you can view the activities for a campaign from within the campaign record. 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign. 3. In the form's navigation pane, under Details, click Campaign Activities. The list of campaign activities appears, including: The subject of the activity, such as purchase list from vendor. This information provides a brief description of what work has to be completed. The person who is responsible for completing the activity. The vendor that has been selected to perform the task. This information only appears if you have linked the vendor record to the activity. A vendor can be either an account or a contact.
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The method in which the activity will be conducted. For example, this might be phone call if your sales staff contact scustomers by phone or e-mail if you plan to send electronic messages. The status of the activity. This can be proposed, canceled, or closed.
Creating and Using Marketing Lists

A marketing list is a list of accounts, contacts, or leads that share common characteristics. For example, a marketing list could be a list of all the contacts that live in a certain area, or all the leads that have registered on a web form. Marketing lists are created independently of a marketing campaign. Each marketing campaign must have at least one marketing list, as the list designates the recipients of the communications generated by the campaign activities.
Creating Marketing Lists

There are two steps in creating a marketing list: Create the marketing list record: You must specify the member type for the marketing list, that is, the type of record from which the members are drawn: accounts, contacts, or leads. Once a marketing list is created, you cannot change the member type. Add members to the list: You can add members to the list through the Lookup feature, an Advanced Find, or by importing members from an external list.
Procedure: Create a Marketing List Using Lookup to Add Members

1. In the Navigation Pane, click Marketing, and then click Marketing Lists. 2. On the Actions toolbar, click New. 3. Under Name, enter a concise, descriptive name for the list. 4. Under Member Type, select the type of record from which the members will be drawn: Account, Contact, or Lead. 5. Click Save to create the list. 6. In the form's navigation pane, under Details, click Marketing List Members. 7. On the Actions toolbar, click Manage Members. 8. In the Manage Members dialog box, click Use Lookup to add members, and then click OK. 9. In the field next to the Lookup icon, type the name of the contact, account, or lead you want to add, and then click the Lookup icon. 10. Under Available records, select the members to add and then click the >> button to add the record to the Selected records list.
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11. Repeat steps 9 and 10 until you have added all the members you want to include in this marketing list. 12. Click OK.
Procedure: View the Members of a Marketing List

1. In the Navigation Pane, click Marketing, and then click Marketing List. 2. In the list, select and open the marketing list that you want to view. 3. In the form's navigation pane, under Details, click Marketing List Members.
Updating Marketing Lists

After a marketing list is created, it may need to be updated. For example, you may want to remove members that have not purchased in the last six months or members that have received a marketing campaign in the last two weeks. You can add additional members to the list at any time, but they must be of the member type you selected for the list; accounts, contacts, or leads. You can add accounts, contacts, and leads to an existing marketing list in multiple ways: Use the same procedure you used to create the marketing list. When you are in a list of accounts, contacts, or leads, select the record you want to add, and then on the More Actions menu, select Add to Marketing List. Select the marketing list to which the record should be added. Only the marketing lists for that record type appear. If you are in a record, from the Actions menu, select Add to Marketing List. Then, select the marketing list to which the record should be added. Only the marketing lists for that record type appear. Use Advanced Find to select accounts, contacts, or leads that fit the criteria you specify. From the More Actions menu, select Add to Marketing List. Then, select the marketing list to which the record should be added. Only the marketing lists for that record type appear.
BEST PRACTICE: You may want to execute the planned campaign in a test market. Create an internal test marketing list and copy the campaign you want to test. Run the copied campaign against the test marketing list to verify the campaign performs as planned.
Procedure: Add a Marketing List to a Campaign

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign to which you want to add a marketing list. 3. In the form's navigation pane, click Target Marketing Lists.
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4. On the Actions toolbar, click Add. 5. In the field next to the Lookup icon, type the name of the list you want to add, and then click the Lookup icon. 6. Under Available records, select the lists to add and then click the button to add the lists to the Selected records list. 7. Repeat steps 5 and 6 until you have added all the marketing lists to include in this campaign. 8. Click OK. 9. Add Marketing List to Campaign dialog box appears asking if you want to add the lists to open, undistributed campaign activities. If you click OK, the list is automatically added to all campaign activities. If you choose not to add the list, the marketing list is not automatically assigned to the campaign activities. This feature is useful when you have different activities being applied to different lists in the same campaign. 10. Click Save and Close. NOTE: To verify that the list, product, or sales literature was added to your campaign, reopen the campaign and underMarketing, click TargetLists, or under Sales click either Target Products or Sales Literature. The information you added should appear. You can also use the Manage Members function to add and remove members from a list. To do so, highlight a list and choose Manage Members. This feature allows you to: Use a lookup to add additional members. Use Advanced Find queries to add members. This option allows you to add members that match your query. Use Advanced Find queries to remove members. This option allows you to remove members that match your query. Use Advanced Find queries to evaluate members. This option allows you to keep members that match your query.
Creating and Using Campaign Templates

Often, you will conduct a campaign that is similar to one you have done before. For example, every tradeshow requires similar preparation and activities. Creating a campaign template allows you to plan a campaign and add campaignrelated items, then save the template for use in future, similar marketing campaigns. Users can create a new campaign from a template and then modify it to meet the specific needs of the new campaign. Using templates can reduce the amount of data entry and planning time required for a campaign.
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The campaign-related items you can add to a campaign template include: Marketing activities Products Sales literature Marketing lists Budget information
Procedure: Create a Campaign Template

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. On the Actions toolbar, click New Template. 3. Complete the necessary fields and click Save and close.
Procedure: Create a Template from an Existing Campaign

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open an existing campaign. 3. On the Standard toolbar, on the Actions menu, select Copy as Template. 4. The campaign template opens in a new Campaign form. Under Name, enter a name for the template. It's a good idea to include the word Template in the name. 5. Click Save and Close.
Procedure: Create a New Campaign from a Template

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open a template. 3. On the Standard toolbar, on the Actions menu, select Copy as Campaign. 4. Under Name, enter a name for the new campaign. 5. Click Save and Close.
Demonstration: Planning a Marketing Campaign

This demonstration shows you how to create all the necessary components of a phone outreach marketing campaign, from creating a marketing campaign to preparing it for distribution.
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Scenario
[Business Name] is a local health club and is planning a grand opening event. They will call local residents in the area and offer them a 10 day free pass. [Business Name] has budgeted [Budget] amount of dollars for this event and estimates they will receive [Revenue] at the end of the campaign. Goal Description Understand how to create a successful campaign including: Planning tasks Specifying campaign activities Creating a marketing list
Create the Campaign

Follow these steps to create the campaign: 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. On the Actions toolbar, click New. 3. Under Name, enter [Campaign Name]. 4. Under Status Reason, select Proposed. 5. Under Campaign Code, enter [Campaign Code]. 6. Under Campaign Type, enter Direct Marketing. 7. Under Expected Response, enter [# of Expected Response]. 8. Under Offer, enter [Description of the offer]. 9. Under Proposed Begin Date, enter [Begin Date]. 10. Under Proposed End Date, enter [End Date]. 11. Under Description, type [Description]. 12. On the Financial tab, under Estimated Revenue, enter [Revenue]. 13. Click Save.
Plan the Tasks

Follow these steps to plan the tasks: 1. In the form's navigation pane, click Planning Tasks. 2. On the Actions toolbar, click New. 3. Under Subject, enter Purchase List. In the text box underneath, enter Buy phone lists from suppliers. 4. Under Priority, enter [Priority]. 5. Click Save and Close.
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6. Repeat steps 2-5 to create the following tasks: Schedule Telemarketing Staff Print Free Passes
Follow these steps to create the campaign activities: 1. 2. 3. 4. 5. 6. 7. 8. 9. In the form's navigation pane, click Campaign Activities. On the Actions toolbar, click New. Under Type, select Direct Initial Contact. Under Channel, select Phone. Under Subject, enter [Subject]. In the box underneath, type [Description]. Under Scheduled Start date, enter [Begin Date]. Under Scheduled End Date, enter [End Date]. Under Priority, select High. Click Save and Close.
Select Marketing List

Follow these steps to select the marketing list: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. In the form's navigation pane, click Target Marketing Lists. On the Actions toolbar, click Add. Under Name, enter [Name]. Under Member type, enter [Member Type]. Under Purpose, enter [purpose]. Click Save. On the Marketing list form click Marketing List Members from the left navigation pane. On the Action toolbar click Manage Members. Select Lookup to add members on the Manage Members dialog box. Click OK. On the Look Up Records dialog box click the search icon. Select the members from the list of Available records: and click the right arrow >> icon to move them to the Selected records: list. Then click OK. On marketing list form click Save and Close. On the Campaign form click Save and Close.
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BEST PRACTICE: You could add an on-demand workflow to this process that automatically creates a task to mail the customer the free pass. That way, when the telemarketing staff is actually executing the campaign, they can create activities reminding a separate team to mail out the passes with a single button click.
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Summary
This lesson explained the processes for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates. You learned how to create planning tasks and the campaign activities to perform. You learned how to create and use campaign templates save time setting up future campaigns.
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Test Your Knowledge

Creating Campaign Record
1. Which of the following are required when creating a campaign record? Select all that apply. ( ) Use a campaign template ( ) Set the start date ( ) Set the end date ( ) Name the campaign
Required Fields
2. Which of the following are required fields on the Campaign form? (Select all that apply.) ( ) Name ( ) Currency ( ) Campaign Type ( ) Status Reason
Campaign Template
3. Which is an advantage of using a campaign template? ( ) Templates are required for every campaign. ( ) Templates reduce the time setting up the campaign. ( ) Templates are required when a product is involved in the campaign. ( ) Templates increase the campaigns response rate.
Campaign Template
4. What are some of the items that can be associated with a campaign template? Select all that apply. (Select all that apply.) ( ) Campaign Activities ( ) Campaign results ( ) Target Products ( ) Collateral
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Campaign Phases
5. Planning tasks are performed during the ________ phase of a campaign? ( ) Planning ( ) Executing ( ) Response gathering ( ) Closing
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Lab 13.1 - Quick Campaigns

In this lab you create a Quick Campaign. Scenario A sales representative wants to send an e-mail to all accounts that have not been part of a campaign in the last three months and let them know about an upcoming campaign and special offer that will be available soon. Goal Description This lab accomplishes the following: Create and send an e-mail message for customers using a Quick Campaign
Challenge Yourself!
Need a Little Help?

Follow these steps to execute the Quick Campaign:
Step by Step
1. In the Navigation Pane, select Marketing and then Accounts. 2. In the View field, select Accounts: No campaign activities in the last 3 months. Follow these steps to use the Quick Campaign function to create an e-mail activity and send the email: 1. 2. 3. 4. 5. Click Create Quick Campaign on the Actions bar. Select For All Records on Current Page. Follow the steps in the Wizard to complete the campaign. In the Navigation Pane select Marketing then Quick Campaigns. Open your Quick Campaign and review the e-mails that were generated.
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Lab 13.2 - Create a Marketing Campaign

In this lab you will create a new marketing campaign. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. Scenario The Marketing Manager is in charge of planning the company's annual marketing event. This year's event is a Customer Appreciation Golf Tournament for all new customers. The marketing manager must reserve a golf course to host the event and e-mail the invitations a month prior to the event. The event is for [date]. The Marketing Manager needs to create a campaign for the golf tournament, create activities that will ensure e-mails are sent to all of the players in the tournament.
Challenge Yourself!
Need a Little Help?

Follow these steps to create the campaign:
Step by Step
1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. On the Actions toolbar, click New. 3. Under Name, enter [Campaign Name]. 4. Under Status Reason, select Proposed. 5. Under Campaign Code, enter [Campaign Code]. 6. Under Campaign Type, enter Direct Marketing. 7. Under Expected Response, enter [# of Expected Response]. 8. Under Offer, enter [Description of the offer]. 9. Under Proposed Begin Date, enter [Begin Date]. 10. Under Proposed End Date, enter [End Date]. 11. Under Description, type [Description]. 12. On the Financial tab, under Estimated Revenue, enter [Revenue]. 13. Click Save.
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Plan Tasks Step by Step
Follow these steps to plan the tasks: 1. In the form's navigation pane, click Planning Tasks. 2. On the Actions toolbar, click New. 3. Under Subject, enter [Subject]. In the text box underneath, enter [Details]. 4. Under Priority, enter [Priority]. 5. Click Save and Close. 6. Repeat as needed to define all the planning tasks. Follow these steps to create the campaign activities: 1. 2. 3. 4. 5. 6. 7. 8. 9. In the form's navigation pane, click Campaign Activities. On the Actions toolbar, click New. Under Type, select Direct Initial Contact. Under Channel, select Phone. Under Subject, enter [Subject]. In the box underneath, type [Description]. Under Scheduled Start date, enter [Begin Date]. Under Scheduled End Date, enter [End Date]. Under Priority, select High. Click Save and Close.
Follow these steps to select the marketing list: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. In the form's navigation pane, click Target Marketing Lists. On the Actions toolbar, click Add. Click New to create a new Marketing List. Under Name, enter [Name]. Under Member type, enter [Member Type]. Under Purpose, enter [purpose]. Click Save. On the Marketing list form click Marketing List Members from the left navigation pane. On the Action toolbar click Manage Members. Select Use Lookup to add members on the Manage Members dialog box. Click OK. On the Look Up Records dialog box click the search icon.
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13. Select the members from the list of Available records: and click the right arrow >> icon to move them to the Selected records: list. Then click OK. 14. On marketing list form click Save and Close. 15. In the Look-up dialog, make sure that the Marketing List you just create is selected, and then click OK. 16. In the Select Whether to Include in Campaign Activities dialog box, make sure that the checkbox is selected, and click OK. 17. On the Campaign form click Save and Close
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Lab 13.3 - Campaign Tasks and Activities

In the list of campaign planning tasks and activities, indicate which type should be used to create the item in the Marketing Automation module: Scenario
Challenge Yourself!
Research awareness of your brand at retail chains. Book a conference room for an event. Order catering for an event. Book celebrity for advertisement endorsement. Take photos of new products for brochure. Schedule studio time for customer testimonials. Send personalized email to target customers. Send advertisement to major newspapers Put banners on web sites Activity Activity Activity Activity Activity Activity Activity Activity Activity Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task
Challenge Yourself Continued

Print brochures Contract outsource firm to manage campaign. Create the target list for a campaign Hire an agency to run a direct mail campaign. Create a phone call activity for each target customer for follow-up by sales. Activity Activity Activity Activity Activity Planning Task Planning Task Planning Task Planning Task Planning Task
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2.
3.
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Solutions
Test Your Knowledge
Creating Campaign Record
1. Which of the following are required when creating a campaign record? Select all that apply. ( ) Use a campaign template ( ) Set the start date ( ) Set the end date () Name the campaign
Required Fields
2. Which of the following are required fields on the Campaign form? (Select all that apply.) () Name () Currency ( ) Campaign Type () Status Reason
Campaign Template
3. Which is an advantage of using a campaign template? ( ) Templates are required for every campaign. () Templates reduce the time setting up the campaign. ( ) Templates are required when a product is involved in the campaign. ( ) Templates increase the campaigns response rate.
Campaign Template
4. What are some of the items that can be associated with a campaign template? Select all that apply. (Select all that apply.) () Campaign Activities ( ) Campaign results () Target Products ( ) Collateral
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Campaign Phases
5. Planning tasks are performed during the ________ phase of a campaign? () Planning ( ) Executing ( ) Response gathering ( ) Closing
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CHAPTER 14: MANAGING MARKETING CAMPAIGNS

Objectives
The objectives are: Distribute Campaign Activities. Monitor the status of a campaign. Capture campaign responses. Manage campaign responses. Analyze the results of a marketing campaign using reports.
Introduction
This lesson explains the process for distributing campaign activities to launch a campaign. It discusses managing a campaign that is underway and tracking campaign responses. The lesson also explores the ways you can analyze the data that results from marketing campaigns and ways the sales team can better use marketing data.
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Distribute Campaign Activities

Once a campaign has been created, a marketing list has been attached, activities specified, and all the pre-launch tasks have been done, you are ready to begin the campaign. In Microsoft Dynamics CRM, launch the campaign by distributing the activities you have created. Once you begin distributing activities, the campaign is officially underway and the activity owners begin performing the actions specified in the activities. You decide which activities to distribute and when. When you distribute activities, you can: Assign the activities, such as phone calls, to other users to complete Send emails to your targeted marketing list(s) Prepare files to send to a marketing vendor or partner
Procedure: Distribute Campaign Activities

1. In the Navigation Pane, click Marketing and then click Campaigns. 2. In the list, select and open the campaign to begin. 3. In the form's navigation pane, under Details, click Campaign Activities. 4. In the list, select and open the activities you want to distribute. To select more than one activity, while holding down the Ctrl key, click on the activity. 5. On the Standard toolbar, click Distribute Campaign Activity. 6. In the dialog enter the relevant information in the fields, including: Subject: Enter a description of the activity. Duration: The expect duration of the activity. Due: Enter the date and time that the activity should be completed.
Each activity has a different set of fields. For example, in phone calls, you can enter a phone script in the text box. In e-mails, you can enter the text of your e-mail. Refer to the Microsoft Dynamic CRM Help for more information. 7. When you are finished, click Distribute. 8. In the Confirmation Distribution dialog box, under Owner, select the user who owns the campaign activities from these options: The owners of the records in the target marketing list: The activities are assigned to the individuals who own each record and they are responsible for completing them. I will own the new activities: The activities are assigned to you and you are responsible for completing them.
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Assign to another user or queue: The activities are assigned to a specific user or to a queue, from which users can pick up the activities to assume responsibility for completing them. If you choose this option, select the user or queue in the box below.
If you chose e-mail, to automatically send the e-mail when you finish the wizard, select Send e-mail messages automatically and close corresponding e-mail activities. Normally, activities appear in the activity list and must be performed by the assigned user. You can select this option to have the e-mail immediately sent when you click Distribute. 9. Click OK. The activities are distributed to the assign owners and appear under Activities in their Workplace. 10. Click Save and Close to close the Campaign Activity form. 11. Click Save and Close to close the Campaign form. NOTE: If the selected channel is blank or Other, the activity cannot be distributed to other owners. It remains in the campaign's activity queue for the campaign owner to complete or until you assign a specific channel to the activity.
Monitoring Marketing Campaigns

Once the campaign is underway, you can view the progress of activities and use standard reports to assess its progress.
View Campaign Activities

After adding activities, you can view the activities for a campaign from within the campaign record. 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign. 3. In the form's navigation pane, under Details, click Campaign Activities. The list of campaign activities appears, including: The subject of the activity, such as purchase list from vendor. This information provides a brief description of what work must be completed. The person responsible for completing the activity.
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The vendor that has been selected to perform the task. This information only appears if you have linked the vendor record to the activity. A vendor can be either an account or contact. The method in which the activity will be conducted. For example, this might be phone call if your sales staff has to contact customers by phone or e-mail if you plan to send electronic messages. The status of the activity. This can be proposed, canceled, or closed.
Several reports can assist the campaign manager, including: Campaign Activity Status: The report displays a summary for a campaign, including planned and actual time limits, parent campaign details, and definition status. Campaign Performance: The report provides a detailed view, including all the dates, targets, definitions, responses, and financial returns from each campaign. Campaign Comparison: The report compares two campaigns based on parameters such as cost effectiveness and number of responses.
During the execution of each activity, you can make modifications to the campaign to address changes in the competitive landscape, handle responses, or track undelivered mail. In addition, you can easily manage aspects of the campaign, including budget, timing, and leads that are generated based on campaign responses. For example, if a telemarketing firm is completing calls faster than you anticipated, you can use the leftover funds to purchase another list and have them contact more leads. When a campaign and its activities have been completed, you can close the campaign record. Closing it marks the end of the campaign, but retains the information for reporting purposes.
Capturing and Viewing Campaign Responses

The goal of any marketing campaign is to create measurable results. In Microsoft Dynamics CRM, campaign results are captured as campaign responses. Once customers are contacted based on campaign activities, you can expect responses. There are four ways to create campaign responses: Record them manually by creating a new campaign response. If a customer talks to you at the tradeshow, you can manually create a record. Promote a distributed campaign activity, such as a phone call, into a response.
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Import responses from a vendor that is running the campaign for your organization. You can import these into Microsoft Dynamics CRM using the Data Import Wizard. When you import the file, individual campaign responses will be created as activities. For more information on importing files, refer to Lesson 8, Managing Leads. Automatically generate responses as a result of an e-mail campaign using mail merge, in which customers respond through e-mail messages. If a customer responds to the campaign by e-mail, Microsoft Dynamics CRM automatically creates the campaign response when the customer's e-mail is received. This option is only available if e-mail tracking is enabled. This is a setting your administrator can make in the system settings.
If created automatically, the campaign response inherits information from the activity that generated the customer's response. Some of the information generated includes: Parent Campaign - Indicates the campaign that generated this campaign response. Response Code - Indicates the interest level of the respondent or indicates if the person does not want to receive marketing materials. Customer - Shows the customer record specified in the campaign activity. Channel - Indicates the type of campaign activity that generated the response, such as a phone call. Received on - Indicates the date when the response was created. Originating Activity - Provides a link to the campaign activity that was used to create the response. Subject - Matches the subject entered of the originating activity, if the response came from a campaign activity. Outsource Vendor - Shows either the account or the contact person at the vendor your organization is working with on the campaign. Owner - Provides a link to the record of the user who created the original campaign activity or, if the campaign response was not generated from a campaign activity, the person creating the record. Priority - Matches the priority setting entered on the Campaign Activity form.
Procedure: Create a Campaign Response

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the desired campaign. 3. In the form's navigation pane, click Campaign Responses. 4. On the Actions toolbar, click New.
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5. On the Campaign Response form, indicate the customer's response by selecting one of the following for Response Code: Not Interested Interested Do Not Send Marketing Materials Error
6. If the response is from an existing customer, enter the customer's name in the Customer field and click the Lookup icon. The customer's name auto-populates the field, or you are given a list of possible matches. Click the correct name. 7. If the response is from a new customer, enter the customer's information in the fields provided in the Received From New Customer section. 8. In the Details section, enter the Subject of the response. For example, you might type in Interested in product or Will attend user's conference. Subject is a required field. 9. Although other fields are not required, it is best to enter information in all the fields. 10. Click Save and Close to close the Campaign Response form. 11. Click Save and Close to close the Campaign form.
Procedure: Promote a Campaign Activity to a Campaign Response

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the desired campaign. 3. In the form's navigation pane, click Campaign Activities. 4. In the list, select and open an activity that has been distributed. 5. In the form's navigation pane, select the item corresponding to the activities created. For example, for a phone call, select Phone Calls Created. 6. In the list, select and open the activity you want to promote to a campaign response. 7. On the Actions toolbar, click Actions and Promote to Response. The Campaign Response form will display, containing information from the parent campaign. 8. In the Details section, replace the text in the Subject field with specific information about the response, such as Interested in product or Will attend tradeshow. 9. Click Save and Close to close the Campaign Response form. 10. Click Save and Close to close the Campaign Activity form. 11. Click Save and Close to close the Campaign form.
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NOTE: To promote a campaign activity, it must first be saved and have had no modifications since it was last saved. If you have made changes, click Save before promoting the record.
Procedure: Viewing Campaign Responses

1. In the Navigation Pane, click Workplace, click My Work, and then click Activities. 2. On the Standard toolbar, for Type, select Campaign Response. 3. On the Standard toolbar, for View, select from the following default views that are available: All Campaign Responses - Shows both open and closed campaign responses. These campaign responses can be owned by you or by someone else in your organization. My Campaign Responses - Shows only the campaign responses you own that are open. Open Campaign Responses - Shows all campaign responses that have not been deleted or closed. These campaign responses can be owned by you or by someone else in your organization. 4. If you cannot find the campaign response you want to view, on the Standard toolbar, click Refresh. Clicking Refresh is the quickest way to update the area, and may result in the display of additional campaign responses from other users who are adding or updating them. NOTE: You can also view campaign responses within a Campaign form. To do this, open a campaign. In the form's navigation pane, underDetails, select Campaign Responses. All the campaign responses associated with that campaign appear.
Working With Campaign Responses

After you receive a campaign response, there are several tasks you can perform, including: Assign it to another user - Assigning campaign responses designates the user who is primarily responsible for the response. Convert the response to a lead or opportunity - This allows you to work the response through your internal sales management processes. Close or delete the response - Closing the response allows it to be reactivated at a later date. Deleting the response permanently removes it.
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Edit the response - For instance to add notes and attach files. Print campaign response details or campaign response lists
All of these actions can be performed on single or multiple records.
Procedure: Convert Campaign Responses to Leads or Opportunities

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list of campaigns, select and open the campaign that contains responses from which you want to create leads or opportunities. 3. In the form's navigation pane, under Details, click Campaign Responses. 4. In the list of campaign responses, select and open the individual response to convert. 5. On the Actions toolbar, click Convert Campaign Response. 6. In the Convert Response dialog box, under Close response and convert into a record, select one of the following options: To create a lead, click Create new lead. To use an existing lead, click Convert an existing lead. To create an opportunity, click Create new record for a customer and make sure Opportunity is selected. You can use Lookup to search for records in accounts or contacts.
To review the newly created records, select Open newly created records. 7. Click OK. If you clicked Open newly created records, the new lead opens automatically. Enter information in the required fields and click Save and Close. 8. Click Close to close the Campaign Response. 9. Click Save and Close to close the Campaign form. NOTE: Consider using workflow processes to automatically assign the lead or opportunity to a sales representative for follow-up.
Procedure: Close a Campaign Response

1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the campaign that contains responses to disqualify. 3. Under Details, click Campaign Responses. 4. Select the campaign responses to disqualify.
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5. On the Actions toolbar, under More Actions, select Close Campaign Response. 6. Select an appropriate status for the disqualified campaign response, and then click OK.
Demonstration: Convert a Campaign Response

This demonstration shows you how to record a campaign response and convert the response to a lead.
Scenario
A marketing staff member reviewing e-mail messages finds an e-mail from a customer, [customer name], who attended an event that was part of a marketing campaign ([campaign name]). The e-mail is recorded in Microsoft Dynamics CRM as a campaign response. The potential customer sounds very interested in the products that were used at the event, and the marketing staff member converts the response to a lead for follow-up by a Sales Representative. Goals The goals of this demonstration are to: Create a campaign response Convert a response to a lead
Steps
Follow these steps to record a campaign response: 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. In the form's navigation pane, under Details, click Campaign Responses. 4. In the Actions toolbar, click New. 5. In the Customer field, type in [customer name], or use the Form Assistant and select [customer name]. 6. In the Subject field, enter [text]. 7. Click Save. Follow these steps to convert the campaign response: 1. 2. 3. 4. In the Actions toolbar, click Convert Campaign Response. Select Close response and convert into a record. Select Create new lead. Select Open newly created records. This opens the new lead automatically once you have closed the dialog box.
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5. Click OK. The Lead form opens automatically. 6. In the required fields, enter the following: Topic: [topic] First Name: [first name] Last Name: [last name] Company Name: [company name]
7. Click Save and Close. 8. Click Close.
Analyzing Marketing Information

To get the most of your campaigns, analyze the results of the campaigns. Good analysis requires entering and tracking the correct data. Prior to initiating a campaign, determine what kind of analysis the organization wants to do and create workflow processes or other procedures to ensure the correct data is entered. Microsoft Dynamics CRM makes all your target lists and campaign data available in a centralized location. You can use the search capabilities and reporting tools to track previous campaigns, proposed campaigns, and upcoming campaigns, and use the information to make adjustments in campaign planning, and upcoming campaigns. The system's reporting features can also be used to validate delivery mechanisms. For instance, you could run a report to see if the target market responded better to a direct mailing or an e-mail campaign. Then, using the results of this data, you can change future campaigns to the better method, improving their overall success. You can use Microsoft Dynamics CRM reports to assess both the operational and financial performance of a campaign. Campaign management analysis can include using: Campaign views - Use the View field to choose one of four standard views. These views include related strategic campaign information. They can be accessed from the View field on the Campaign form. Campaign tactical activity execution information - Enable marketing and sales executives to monitor list activity, which can aid in tracking campaign success within a sales force. A comparison of two campaigns - Determine which one was more successful. Group responses by channel source - Use the channel code on the marketing activity to determine which source of leads was the most effective.
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Simple metrics - Determine the number of leads and cost per lead. Complex metrics - Determine the value of profits generated per total burdened dollar spent on the campaign.
Scenario
A marketing staff member returns from a sales team meeting with comments about a competitor product that is doing well because of a better marketing effort. The staff member recalls that the company intends to do a direct mailing campaign for this product, and then searches the marketing area to locate the following: Product campaigns that were run during the last six months Product campaigns planned for the next three months
The direct mailing campaign starts in one month, with a status of ready for launch. However, comparison reports indicate that an e-mail campaign is more effective than direct mailers. The marketing staff member recommends that the channel be changed for this campaign to e-mails.
Assessing the Campaign

Reporting and analysis are not only conducted at the end of campaign. For example, your marketing manager can use activity views and campaign activity reports to manage the execution and associated workflow processes. Workflow processes might be used to: Manage the campaign-related activities View the number of opportunity-related activities being generated Identify where leads and opportunities are low or are slowing down
At any time the marketing staff and sales representatives should be able to look for marketing related information in their content. They can view the following types of information: Status of campaigns planned Status of campaigns running Status of campaigns recently ended Analysis on archived campaigns (reports) Results from campaigns: Direct results - actual responses to campaigns, banner clicks, telephonic responses. Indirect results - sales orders logged with the campaign identifiers, quotes extended, and increase in sales.
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All activity information at the account or contact level. Campaign targeting information Which campaigns involved a particular account or contact: Responses from the account or contact. Which accounts and contacts are or are not available to target in the next campaign.
Demonstration: Campaign Performance Report

This demonstration shows you how to view marketing campaign data on reports.
Scenario
The marketing manager wants to review the following information for the [campaign used in previous scenario]. View the status of the campaign-related tasks and activities View the number of responses and potential opportunities being generated Analyze the actual and budgeted cost and the estimated potential revenue
Goal Description The goal of this demonstration is to use the Campaign Performance Report to determine the following: Status of campaign activities Number of campaign responses and opportunities Actual versus budget costs and potential revenue
Steps
Follow these steps to view the Campaign Performance Report: 1. In the Navigation Pane, click the Marketing module, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. On the Actions toolbar, click Reports, and then select Campaign Performance. 4. Locate the Planning Tasks to see if they were all completed. 5. Locate the Campaign Responses section. Click in the Interested (6) area of the Response Code graph to view the potential opportunities. 6. Review the Planning tasks and financials section.
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Demonstration: Activity Report
This demonstration shows you how to view marketing campaign data on reports.
Scenario
The Marketing Manager wants to review the status of the [Activity Name] activity associated with the [Campaign Name] campaign. Goal Description The goal of this demonstration is to use the Campaign Activity Status Report to determine the following: Details of Campaign Activities Status of Campaign Activities
Steps
1. In the Navigation Pane, click the Marketing module, and then click Campaigns. 2. Open the [Campaign name] campaign. 3. In the form's navigation pane, under Details, click on Campaign Activities. 4. Open the [Campaign Activity name] activity. 5. In the form's Actions toolbar, click Reports. 6. Click on Campaign Activity Status.
Demonstration: Capturing Campaign Responses and Completing the Campaign

This demonstration shows how to capture a campaign response, check the progress of an active campaign, and complete the campaign.
Scenario
The marketing coordinator of [Business Name] launches a previously created campaign. During the life of the campaign, the marketing coordinator calls all contacts on the campaign's marketing list and captures all responses. When the marketing coordinator has contacted half of the contacts on the marketing list, she wants to see a report to check the status of the campaign. Once all the contacts have been contacted and the responses have been captured, she ends the campaign.
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Goal Description The goal of this demonstration is to perform the following procedures for the campaign: Distribute a campaign activity Capture campaign responses Use reports to check the status of the campaign End the campaign
Distribute Campaign Activity

1. In the Navigation Pane, click Marketing and then click Campaigns. 2. Select and open the [Campaign Name] campaign you created in Lesson 13 (Demonstration: Planning a Marketing Campaign). 3. In the form's navigation pane, click Campaign Activities. Select and open the activity created previously. 4. On the Actions toolbar, click Distribute Campaign Activity. The Create New Phone Calls dialog box appears. 5. Complete the fields on the form: Subject: Enter Call about promotion. Body: Enter text in the text box, such as a call script or other important details about the call. Due: Select the last day of the current week.
6. Click Distribute. 7. In the Confirmation Distribution dialog box, select I will own the new phone calls and click OK. 8. Click Save and Close to close the Campaign Activity form. 9. Click Save and Close to close the Campaign form.
Capture Campaign Responses

Now you will create two responses. The first will be for a person who is interested in the promotion and the second is for someone who is not. 1. In the Navigation Pane, click Marketing and then click Campaigns. 2. In the list, select and open the [Campaign Name] campaign you created in Chapter 13 (Demonstration: Planning a Marketing Campaign). 3. In the form's navigation pane, click Campaign Activities. Select and open the activity you created previously. 4. In the form's navigation pane, click Phone Calls Created. 5. In the list, select and open the first phone call. 6. Click Actions and then click Promote to Response.
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7. In the Campaign Response form, under Response Code, select Interested. 8. Fill in the following fields in the form: Last Name: Enter [Last Name] First Name:Enter [First Name] Phone: Enter [Phone] E-mail: Enter [E-mail] Received On:Enter [Received On] Subject: Enter [Subject] 9. 10. 11. 12. Click Save and Close to close the Campaign Response form. Click Save and Close to close the Phone Call form. Click Save and Close to close the Campaign Activity form. Click Save and Close to close the Campaign form.
Create a Campaign Performance Report

1. In the Campaigns list, be sure that your current campaign is selected. 2. In the Actions toolbar, click the Report icon, then select Campaign Performance. 3. In the Select Records dialog box, click All applicable records. 4. Click Run Report. The report displays the current campaign status. NOTE: You can run a campaign report while a campaign is underway and after it has been completed. You can also print or export from this report.
End the Campaign

1. In the Campaigns list, select and open the current campaign [name]. 2. Under Status Reason, select Completed. 3. Under Actual End Date, enter [Date] to indicate when the campaign ended. 4. Click Save and Close.
Summary
This lesson showed you how to launch and manage a marketing campaign. It covered capturing campaign responses and how to work with the responses. It also showed you how to use the reports that are available for viewing details of a campaign.
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Test Your Knowledge

Create a Campaign
1. [Company] has decided to start a new marketing program and wants to send postcards to existing contacts in various industries. The industry information is specified for each customer. Three e-mail messages have been created, each customized to a specific industry segment. 2. What is the best way to implement the marketing campaign to make sure that each customer receives the correct e-mail? ( ) Create one campaign, one marketing list, and associate the three e-mail activities with the list. ( ) Create one campaign, three marketing lists, and associate the appropriate list with each e-mail activity. ( ) Create three campaigns, one marketing list, and associate the list and email messages with each campaign. ( ) Create three campaigns, three marketing lists, and associate the lists and email messages with each campaign.
Planning Tasks
3. Which of the following are features of planning tasks? Select all that apply. (Select all that apply.) ( ) Can track actual and budgeted costs ( ) Can be assigned to a user ( ) Can be associated with a marketing list ( ) Can have a duration set
Marketing Automation
4. Which of the following are features of Marketing Automation in Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) ( ) Creating and managing marketing lists ( ) Creating and managing marketing lists ( ) E-commerce Web sites ( ) Tracking estimated and actual cost and revenue information
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E-mail
5. What is the fastest way to send an e-mail to all customers in a particular city? ( ) Run the Sales History report to create a list of customers and for each account in the results list, open the account and add an e-mail activity. ( ) Add each customer to a new Marketing List and then use the new list to create a Campaign to generate e-mail activities. ( ) Use Advanced Find to create a list of customers and then create a Quick Campaign for all records on all pages to generate e-mail activities. ( ) Use Advanced Find to create a list of customers and for each account in the results list open the account and add an e-mail activity.
Campaign Response
6. [Company] is running a marketing campaign to promote a new product. A new customer calls you in response to the campaign and says that they are very interested in buying the new product from your company but wants to have more information. 7. What is the best way to record the response? ( ) Create a campaign activity in the campaign, close and convert the activity into an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into an opportunity. ( ) Create a new lead, add a link to the campaign in the lead record and convert the lead into a new customer record and an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into a lead and convert the lead into a new contact, account and an opportunity.
Campaign Tasks
8. You are a sales representative for your company. The Marketing Department is running a campaign and you want to know what tasks have been created for you to do complete. Where will you look to determine those tasks? (Select all that apply.) ( ) In the marketing lists that were used in the campaign. ( ) In the campaign activities created for the campaign. ( ) In the Activities in each of your customer records. ( ) Activities in My work in the Workplace
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Campaign Response
9. You recently ran a campaign. [Company Name] contacts you on the telephone in response to the campaign expressing interest in the campaign product. 10. What is the best way to record the telephone call from the customer? ( ) Add a new campaign response to the campaign. ( ) Create a new campaign with the same marketing lists and add a campaign response. ( ) Add a new opportunity against the Account record. ( ) Add a phone call activity against the Contact record.
E-mail Campaign
11. Which of the following steps must be completed to create a marketing campaign that will create e-mail messages for customers? Select all that apply. (Select all that apply.) ( ) Create planning tasks ( ) Add target lists ( ) Distribute campaign activities ( ) Create campaign activities
Telemarketing
12. As part of a marketing campaign your company outsourced the telemarketing. The telemarketing company has provided you with the results in a text file. 13. What is the best way to add the results to the Microsoft Dynamics CRM system? ( ) Import the text file as campaign responses. ( ) Import the text file as contacts. ( ) Enter the results manually as campaign responses. ( ) Enter the results manually as leads.
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E-mail Campaign
14. You created a campaign, added target marketing lists, defined planning tasks, and created e-mail campaign activities. At which point will customers be sent an e-mail? ( ) When the campaign is marked as launched ( ) When all the planning tasks have been completed ( ) When the campaign activities are distributed ( ) When the campaign activities are closed
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Lab 14.1 - Create a Campaign Response

In this lab, use Microsoft Dynamics CRM to locate information regarding a campaign that is specific to a customer. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A marketing representative has called [contact] from [account] to see if they are interested in receiving information about a new [product] that is the basis of their marketing campaign. The [contact] is interested, the marketing representative captures the information in the Campaign Response and converts that response into an opportunity. Goal Description Create a campaign response and convert it to an opportunity.
Challenge Yourself!
Need a Little Help?

Follow these steps to locate the customer campaign information:
Step by Step
Creating a Campaign Response: 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. In the forms navigation pane, click Campaign Responses. 4. Click New on the action toolbar. 5. On the Campaign Response form select [Interested] from the Response Code picklist. 6. In the Customer field enter [customer name], then click the lookup search icon. 7. In the Details section select [phone] from the Channel picklist. 8. In the Subject field enter Customer is interested in [product]. 9. Click Save.
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Converting The Case Response To An Opportunity: 1. On the opened campaign response, click Convert Campaign Response 2. In the Close and Convert the Response dialog box, click the Create new record for a customer and enter in [contact]. 3. Select the Opportunity and click OK.
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2.
3.
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Solutions
Test Your Knowledge
Create a Campaign
1. [Company] has decided to start a new marketing program and wants to send postcards to existing contacts in various industries. The industry information is specified for each customer. Three e-mail messages have been created, each customized to a specific industry segment. 2. What is the best way to implement the marketing campaign to make sure that each customer receives the correct e-mail? ( ) Create one campaign, one marketing list, and associate the three e-mail activities with the list. () Create one campaign, three marketing lists, and associate the appropriate list with each e-mail activity. ( ) Create three campaigns, one marketing list, and associate the list and email messages with each campaign. ( ) Create three campaigns, three marketing lists, and associate the lists and email messages with each campaign.
Planning Tasks
3. Which of the following are features of planning tasks? Select all that apply. (Select all that apply.) ( ) Can track actual and budgeted costs () Can be assigned to a user ( ) Can be associated with a marketing list () Can have a duration set
Marketing Automation
4. Which of the following are features of Marketing Automation in Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) () Creating and managing marketing lists () Creating and managing marketing lists ( ) E-commerce Web sites () Tracking estimated and actual cost and revenue information
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E-mail
5. What is the fastest way to send an e-mail to all customers in a particular city? ( ) Run the Sales History report to create a list of customers and for each account in the results list, open the account and add an e-mail activity. ( ) Add each customer to a new Marketing List and then use the new list to create a Campaign to generate e-mail activities. () Use Advanced Find to create a list of customers and then create a Quick Campaign for all records on all pages to generate e-mail activities. ( ) Use Advanced Find to create a list of customers and for each account in the results list open the account and add an e-mail activity.
Campaign Response
6. [Company] is running a marketing campaign to promote a new product. A new customer calls you in response to the campaign and says that they are very interested in buying the new product from your company but wants to have more information. 7. What is the best way to record the response? ( ) Create a campaign activity in the campaign, close and convert the activity into an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into an opportunity. ( ) Create a new lead, add a link to the campaign in the lead record and convert the lead into a new customer record and an opportunity. () Create a campaign response in the campaign, close and convert the response into a lead and convert the lead into a new contact, account and an opportunity.
Campaign Tasks
8. You are a sales representative for your company. The Marketing Department is running a campaign and you want to know what tasks have been created for you to do complete. Where will you look to determine those tasks? (Select all that apply.) ( ) In the marketing lists that were used in the campaign. ( ) In the campaign activities created for the campaign. ( ) In the Activities in each of your customer records. () Activities in My work in the Workplace
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Campaign Response
9. You recently ran a campaign. [Company Name] contacts you on the telephone in response to the campaign expressing interest in the campaign product. 10. What is the best way to record the telephone call from the customer? () Add a new campaign response to the campaign. ( ) Create a new campaign with the same marketing lists and add a campaign response. ( ) Add a new opportunity against the Account record. ( ) Add a phone call activity against the Contact record.
E-mail Campaign
11. Which of the following steps must be completed to create a marketing campaign that will create e-mail messages for customers? Select all that apply. (Select all that apply.) ( ) Create planning tasks () Add target lists () Distribute campaign activities () Create campaign activities
Telemarketing
12. As part of a marketing campaign your company outsourced the telemarketing. The telemarketing company has provided you with the results in a text file. 13. What is the best way to add the results to the Microsoft Dynamics CRM system? () Import the text file as campaign responses. ( ) Import the text file as contacts. ( ) Enter the results manually as campaign responses. ( ) Enter the results manually as leads.
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E-mail Campaign
14. You created a campaign, added target marketing lists, defined planning tasks, and created e-mail campaign activities. At which point will customers be sent an e-mail? ( ) When the campaign is marked as launched ( ) When all the planning tasks have been completed () When the campaign activities are distributed ( ) When the campaign activities are closed
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CHAPTER 15: UNDERSTANDING SERVICE MANAGEMENT

Objectives
The objectives are: Understand the service management tools available in Microsoft Dynamics CRM. Understand how a subject tree works and how it relates to service management cases Understand the service management process flow. Gain an understanding of how the service management process flow helps organizations manage and resolve cases by viewing a demonstration.
Introduction
This lesson introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. The lesson includes a demonstration that shows how the service management process flow helps an organization manage and resolve cases to ensure that customers receive the highest level of service.
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Getting Started with Service Management

The service management module of Microsoft Dynamics CRM consists of these core components: Cases Service management is about creating, managing, and tracking cases. Cases can include customer service requests (a car needing repair) and customer complaints (someone complaining about a fallen tree in the neighborhood) to mini-projects (an internal request to the IT department to add a new report to an internal application). Knowledge Base The Knowledge Base is a repository of articles containing problem resolution information, best practices, technical details, or any other documentation that business users access to address and resolve issues. Queues Queues are containers for work items, such as cases or inbound emails. By default, each user of cases has access to a personal Assigned and a personal In Progress queue. You can also define other shared queues to route cases to a holding place where users can access and move them to their personal queue. An example of a queue found in many services groups is an escalation queue. If a case is not resolved within a specified time frame or if it has a specified severity, it can be assigned to the escalation queue. You can also configure queues based on expertise or area. For example, all cases regarding cars may go to the Cars queue, while cases regarding trucks may go to a Trucks queue. Customer service representatives (CSRs) with expertise in cars monitor the car queue and CSRs with expertise in trucks monitor the truck queue. These elements can also be used as part of service management: Product Catalog In a retail organization, the product catalog lists the products sold by the organization. Service organizations may or may not use a product catalog. Contracts Contracts are the service agreements associated with a product. Retail organizations often use contracts; service organizations may not use them. For example, a service organization may use contracts as an internal tool to represent its guidelines for responding to customer issues.
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Service Scheduling Service scheduling allows an organization to schedule resources (people, facilities, and so on) and time slots to resolve cases.
Understanding Subject Trees

The subject tree is key to service management. Service management cases are always associated with a subject. Likewise, Knowledge Base articles are associated with a subject from the tree. The subject may also be used to determine routing or assignment of cases using workflow or other processes. Finally, the subject tree is used in reporting to categorize and view Knowledge Base articles and information about cases. The subject tree is a hierarchy of subjects or categories that provides a structured approach for grouping and managing information. The hierarchy will is unique to the business and does not contain any information until you create the subject tree. Work with your organization to carefully assess its case management goals and processes and how it currently routes and handles cases. Use this information to design a subject tree that meets the organization's needs. Here is an example of a subject tree for a business that sells auto parts: Parts Engines
Spark Plugs Filters Belts Hoses Wheels Tires Brakes Rims
Exhaust Emissions Mufflers
Interior Stereos Alarms Lights
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Here is an example of a local city government's subject tree for tracking cases related to land use and parks: Land Use Permitting
Lot Line Adjustment Parcel Subdivision Land Use Review Environmental Impact
Wetlands Slope Coastline Parks
Programs Swim Lessons Misc. Kid Programs Maintenance
Grounds Facilities
To realize the full functionality from case management, work with the organization to ensure its processes include selecting the appropriate subject for a case. Good routing and data analysis require users to select the appropriate subject, not just a default subject. For instance, in the above auto parts example, by applying a subject to all cases, you could later generate a report for all customer issues regarding Belts. Service Representatives could then find all Knowledge Base articles that are about Mufflers.
Procedure: Create a Subject Tree

1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management page, click Subjects. 3. Under Common Tasks, select Add a Subject.
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4. In the Add Subject dialog box, enter the required information and note any restrictions or requirements: Title: Enter a name for the subject. This is a required field. Parent Subject: If this is a child subject, enter the parent subject title and click the Lookup icon. Leave the Parent Subject box empty if you want the new subject to be a parent subject. Description: Enter a description of this subject.
5. Click OK. NOTE: To quickly create a new child subject for an existing subject, in the Subject Tree, select the parent, and then click Add a Subjectunder Common Tasks.
Understanding the Service Management Process Flow

In most organizations, service representatives are required to record contact with customers, such as case resolution and customer inquiries, complaints, or recommendations. Microsoft Dynamics CRM helps an organization find the balance between doing work and tracking the work done by providing a customer relationship product that does not require burdensome amounts of data entry. By providing a structure for tracking customer inquiries, the Microsoft Dynamics CRM service module helps service representatives: Simplify the case resolution process Improve relationships with customers Better track customer contacts and activities
Cases can be automatically routed to a queue or a service representative based on the characteristic of the case or customer to get it resolved as quickly as possible.
Demonstration: Using the Service Management Process Scenario

The service representative creates the first case of the day from a customer who wants to know what kind of [product maintenance items] to use for a particular product. The service representative creates a case for the customer, and then tries to resolve the case by browsing and searching for the answer in the posted Knowledge Base articles.
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The service representative looks for the customer's contract, informs the customer of their entitlement (the service they are contractually entitled to receive) and resolves the case. At the end of the day, the service manager takes several minutes to review the activities of the day. Goal The goal of this demonstration is to: Create a case. Search the Knowledge Base for a related article. Use Advanced Find to search for similar resolved cases. Look up related contracts. Resolve the case. Run the Case Summary Table report.
Step 1: Create a Case

Follow these steps to create the case: 1. In the Navigation Pane, click Service, and then click Cases. 2. On the Actions toolbar, click New. 3. On the General tab, enter information about the case: Title: [case title] Customer: [account name] Subject: [subject] Case origin: [origin]
4. On the Notes and Article tab, under Notes, click Click here to enter a new note, and then enter details about the Case. Notes: [description] 5. Click Save.
Step 2: Browse the Knowledge Base

Customer service organizations may experience high turnover. Therefore, it pays to capture the knowledge of experienced service workers and maintain that knowledge within the organization. The Microsoft Dynamics CRM Knowledge Base provides a method for retaining knowledge.
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Knowledge Base articles can help new employees get up to speed and help service personnel find information about unusual, rare, or difficult problems. Knowledge base articles can provide clear and concise information that has been approved by the management team to ensure accuracy and consistency. Users can email Knowledge Base articles to customers as well. Follow these steps to search the Knowledge Base: In the open Case record, select the Notes and Articles tab. Under Knowledge Base Article, for Article, click the Lookup icon. In the drop-down list, select Full Text Search. Under Search for, enter [text]. Under In subject, click the Lookup icon. Select [subject] from the subject tree and click OK. 6. Under Options, select Exact Text. 7. Click Search. The list of articles that match the criteria appears. Select and open the [article] article. 8. Click Close. 1. 2. 3. 4. 5.
Step 3: Use Advanced Find to Search Resolved Cases

Each resolved case can also serve as a piece of knowledge for future use. Use Advanced Find to search the Microsoft Dynamics CRM database for resolved cases and use their resolutions to help resolve similar cases. Follow these steps to search for resolved cases: 1. In the Standard toolbar, select Advanced Find. 2. Under Look For, select Cases. 3. Click Show Details and enter the following criteria: Status Equals Resolved Title Contains [search text]
Step 4: Look Up Contracts

Contracts ensure that customers receive the appropriate service level. Follow these steps to view contracts from a case record: 1. If the Case record is not open, in the Navigation Pane, click Services, and then click Cases. In the list, select and open [case title]. 2. On the General tab, under Contract, enter [contract name] and click the Lookup icon.
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3. The search results confirm that [account name] does not have any available contract records. This means that they are not entitled to receive services for products they have purchased. The service representative explains to [account name] that he can provide information on how to [solution description], but he cannot book any services on damaged product] because the account does not currently have a service contract. 4. On the Notes and Articles tab, under Notes, click Click here to enter a new note. Enter [details about case status/resolution]. 5. Click Save and Close.
Step 5: Service Management Reports

Microsoft Dynamics CRM provides multiple reports managers use to ensure that customers are receiving the highest levels of service. These reports include: Case Summary Table Report: Use this report to determine the types of cases that are being opened and resolved. You can select how data is grouped in both the rows and columns in this report. Neglected Cases Report: 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, and no scheduled activities, within the specified number of days. Top Knowledge Base Article Report: Use this report to identify the most frequently used Knowledge Base articles. The report displays a chart grouped by the subject of the article or case, or by the product associated with the case. Service Activity Volume Report(../../Users/richard.choi/Desktop/rpt_ss_ServiceActivityVolume.htm): Use this report to review the patterns in service activity volume. The report displays the duration or the number of service activities, grouped by services, resources, time periods, and other criteria.
Procedure: Run a Report

In the Navigation Pane, click Service, and then click Cases. In the list, select the cases to report on. On the Actions toolbar, select the Reports icon. Click Case Summary Table. In the Select Records dialog box, select The selected records. 5. Click Run Reports. The Report Viewer will display the report. 1. 2. 3. 4.
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Summary
This lesson introduced the core components of Microsoft Dynamics CRM service management. It covered the functionality that is available to help organizations track and manage customer interactions. The lesson explained the subject tree and how it provides a structure for an organization group and manage information. It explored the service management process flow, including: creating a case, browsing the Knowledge Base to resolve a case, using contracts to ensure that customers receive the correct level of service, and running reports to gain visibility into service activities and resolution.
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Test Your Knowledge

Contracts Component
1. Microsoft Dynamics CRM contracts component provides which benefit to users? (Select all that apply.) ( ) Designated representatives who provides service ( ) Effective tracking of customer service agreements ( ) Quick access for customer service representatives to service agreement details ( ) Attachments to customer service cases, which allows the case to be automatically deducted from the contract
Knowledge Base
2. Where is the Knowledge Base located in Microsoft Dynamics CRM? ( ) On the home page ( ) In the Workplace ( ) In the Service module ( ) In the Sales module
Core Elements
3. Which of these entities is the core elements for service management? ( ) Queues ( ) Knowledge Base ( ) Service scheduling ( ) Cases
Subject Tree
4. What is the subject tree? ( ) A list of subjects the customer might want to discuss ( ) A hierarchical list of business subjects ( ) A hierarchical list of categories to which users can be assigned ( ) A list of topics the service representative should discuss with the customer
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Settings
5. In which area under Settings is a subject tree created? ( ) Administration ( ) Business Management ( ) Product Catalog ( ) Data Management
Subjects
6. Subjects are associated with which of the following? (Select all that apply.) ( ) Products ( ) Cases ( ) Accounts ( ) Knowledge
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2.
3.
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Solutions
Test Your Knowledge
Contracts Component
1. Microsoft Dynamics CRM contracts component provides which benefit to users? (Select all that apply.) ( ) Designated representatives who provides service () Effective tracking of customer service agreements () Quick access for customer service representatives to service agreement details ( ) Attachments to customer service cases, which allows the case to be automatically deducted from the contract
Knowledge Base
2. Where is the Knowledge Base located in Microsoft Dynamics CRM? ( ) On the home page ( ) In the Workplace () In the Service module ( ) In the Sales module
Core Elements
3. Which of these entities is the core elements for service management? ( ) Queues ( ) Knowledge Base ( ) Service scheduling () Cases
Subject Tree
4. What is the subject tree? ( ) A list of subjects the customer might want to discuss () A hierarchical list of business subjects ( ) A hierarchical list of categories to which users can be assigned ( ) A list of topics the service representative should discuss with the customer
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Settings
5. In which area under Settings is a subject tree created? ( ) Administration () Business Management ( ) Product Catalog ( ) Data Management
Subjects
6. Subjects are associated with which of the following? (Select all that apply.) () Products () Cases ( ) Accounts () Knowledge
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CHAPTER 16: MANAGING CONTRACTS

Objectives
The objectives are: Learn the key concepts and life cycle of contract management in Microsoft Dynamics CRM. Work with contract templates. Create contracts and contract line items. Modify contracts and contract lines. Renew contracts. Understand contract ownership and identify how cases work with contracts.
Introduction
This lesson discusses the lifecycle and key concepts of contracts in Microsoft Dynamics CRM. It explains how to create contract templates upon which contracts are based. It covers how to create a contract and add contract lines to it to detail the specific services or support the contract provides. The lesson also discusses modifying contracts and contract lines, and how to delete, cancel, renew, or put contracts on hold. Finally, it discusses how cases relate to contracts.
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Understanding Contracts
Contracts are agreements that provide support during specified coverage dates, for a specified number of cases, or length of time. When customers contact customer service, the level of support they receive is determined by their contract. They might be allowed a specified level of service, also known as warranty service. For example, this service might offer support using a telephone, the e-mail, or the Internet. Contracts define the nature of the service relationship with a customer. This includes how much and what level of service the customer is allowed, how the service is delivered, and the price of the service. You can create agreements for new and existing customers and specify the type of service and terms that customers should receive. You can create service cases against the contract and use Microsoft Dynamics CRM to check entitlements for a customer, track usage of allotted service, and so on.
Contract Elements
The Microsoft Dynamics CRM contract management system is based on these elements: Contract Templates: Contracts are always created based on a template. Your organization creates contract templates to cover the different types of contracts representatives write. Contracts: The contract is the actual agreement that details the support provided to the customer. It describes such things as the price of the service contract and the coverage period. Contract Lines: A contract consists of one or more lines that detail the coverage provided for a specific product or item.
Templates
Contract templates are created through the Settings area, usually by the system administrator. You can create different templates for different types of customer service support and define the elements of the contract. For example, you can create one contract template for software support and another one for hardware support. Templates ensure consistency in service. The templates specify the fields that appear on the contract form, provide a name and ID to indicate the type of contract being created, specify the times of the day and week that coverage is provided, and specify the allotment type.
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The allotment type specifies how service is allocated to the customer. The allotment is specified as a unit. For example, Number of Cases indicates that the customer is allowed a certain number of incidences. Time indicates the customer is allowed a certain amount of time spent on service. To create a contract, you must choose a template. The template specifies the allotment type. Thereafter, you cannot change the allotment type within the contracts created from a contract template.
Contracts
Contracts are the actual agreements. They specify a service level, the price being charged the customer, and the dates that coverage spans. The service level is the type of service. The default levels are gold, silver, or bronze. The organization determines what each service level offers. Some common differentiations between levels include response time and access to specialists. The contract form does not include details about the service provided. It contains summary information for the contract. The details are spelled out in the contract lines.
Contract Lines
Contract lines are the individual entitlements that make up a contract. A contract line might detail the service provided for a specific product or location. The contract line includes the specific amount (for the specified allotment type) of service provided under this entitlement. Thus, you might enter a contract line for the [product] product that allows the customer up to three service cases. The contract line also includes the dates that service is provided for this element and the price for the service element. Since the contract line contains the pricing, a contract must have at least one contract line before you can invoice for the contract.
Service Levels and Entitlements

In Microsoft Dynamics CRM, you can set a service level for a contract as a whole. The service level might cover such aspects as response time or the type of access customers have to different levels of service representatives. Entitlements are specified for individual contract lines and cover the actual amount of service provided.
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Contract Lifecycle
The contract lifecycle begins with templates. The organization creates a set of contract templates, adding to the set as needed. The lifecycle of an individual contract is: 1. Create a new contract and select the template to base it on. 2. Fill in the basic information for the contract, including the dates it spans and the service level provided. Each new contract is assigned a unique ID that cannot be used for another contract. 3. Add contract lines to the contract. The contract line contains the details of the services provided, including prices for each service, specific amounts of service provided for this element, and the dates of service. 4. Invoice for the contract. Once the contract and a contract line have been created, you can invoice the customer for the cost of the service contract. A contract has the status of draft until it is invoiced. 5. Await the start date of the contract. When the contract has been invoiced and the start date for the contract arrives, the contract's status becomes active. It is in effect and service is available to the customer. 6. CSRs can reference the contract. Once the contract is active, customer service representatives (CSRs) can use Microsoft Dynamics CRM to access the contracts and contract items so they can check on entitlements when a customer calls. By default, the CSR role grants all service representatives the privileges required to retrieve contracts and view their details. 7. Create cases against the contract. Service representatives can create cases against the contract lines in the contract. This enables the organization to track allotment usage and cases generated by a customer to his or her contract. 8. Contracts can be modified, canceled, or put on hold. Contracts can be modified. The amended contract remains associated with the original account. You can put a contract on hold, for example, for non-payment. Contracts on hold can be reactivated. Contracts can also be canceled. Canceled contracts cannot be reactivated. You can also cancel individual contract lines. 9. Contract expires or is renewed. After the end date of the contract has passed, the contract expires and cases cannot be created against it. To open a new case against the contract, you can 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 draft contract, including adding or modifying contract lines.
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Both contracts and contract lines have a status. Their statuses change as a contract moves through its lifecycle. Depending on where a contract is in its cycle, it may have one of the following statuses: New Draft Active Canceled Expired On Hold Invoiced
A contract line may have one of these statuses: New Existing Expired Canceled Renewed
Scenario
[Contact] from [Account] purchased a [Product Service] from [User's Organization]. The sales representative is creating the contract for this new customer. The sales representative creates a new contract based on the [template]. This customer has requested the Gold level of service, which guarantees issue resolution within 48 hours. The sales representative selects Gold as the Service Level for the contract. The warranty covers three incidences on [product1] and four on [product 2]. The sales representative creates a contract line for each of these products, specifying the allowed number of cases, and enters the price for the coverage on each of these products. The sales representative invoices the customer for the contract. The contract is set to begin the next day. Because it has been invoiced, it becomes active on that day. A few weeks later, [Contact] notices that the [product1] is not performing as expected. She calls [User's Organization] customer support center to report the problem. The service representative taking the call looks up the customer's contract and sees that she has Gold level service. He then examines the contract lines and opens a case against the [product1] contract line. The time the service representative spends on the case is deducted from the allotment of time allowed in the contract line.
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Creating and Managing Contract Templates

A contract template is a framework for creating new contracts. You can use templates to make sure that contracts are consistent across the organization. When customers contact customer service, templates ensure that the level of service is consistent and based on business policies. The template defines the elements of the contract. You can create different templates for various types of support. For example, you might create one contract template for software support and another one for hardware support. he key elements defined in the template are: Name and ID: The template name and ID helps users determine whether this is the correct template for the type of contract they are creating. Allotment type: This value indicates the type of support to be provided, such as a set number of cases or a certain amount of time. Available times: The times of the day and week when support is available to customers.
Note: When you When you create a new template, the Billing Frequency and the Contract Service Level automatically refer to the contract entity for their default values. You cannot change these values in the template.
Procedure: Create a Contract Template

1. 2. 3. 4. In the Navigation Pane, click Settings, and then click Templates. On the Templates homepage, click Contract Templates. On the Actions toolbar, click New. Enter information in the following fields. Some fields are required. Name: Enter the name that will appear in the list of available contract templates. Abbreviation: Enter an abbreviation of the contract template name. The abbreviation also appears in the list of available contract templates. Billing Frequency: The default value is set by the contract and cannot be changed in the template. Allotment Type: Select from one of three options. Once this is set in the template, you cannot change the allotment type in contract lines in contracts created from the template. Number of Cases: Select if the customer's service is allotted and tracked by number of cases. Time: Select if the allotment is by total number of minutes.
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Coverage Dates: Select if the allotment is by coverage dates. Contract Service Level: The default value is set by the contract and cannot be changed in the template. User Discount as Percentage: Select No unless there is a discount applied to a service. Description: Enter a description of the template or any notes about how this template is to be used. Calendar: If an organization limits when customer support is offered, click on the Calendar to record the days of the week and times. Green dots indicate the times when support is offered. (Microsoft Dynamics CRM does not enforce the calendar settings.) For 24x7 coverage, click 24 x 7 support. This is a required field.
5. Click Save and Close. NOTE: When a contract template is created, the template is Read Only and cannot be changed.
Procedure: Delete a Contract Template

Deleting a contract template does not affect any contracts created from it. To delete a contract template, follow these steps: 1. 2. 3. 4. 5. In the Navigation Pane, click Settings, and then click Templates. Click Contract Templates. In the list, select the contract template you want to delete. On the Actions toolbar, click the X icon to delete it. In the confirmation dialog, click OK.
Demonstration: Creating a Contract Template

This demonstration shows you how to create contract templates in Microsoft Dynamics CRM.
Scenario
[User's Organization] has recently started to use Microsoft Dynamics CRM. The service manager is required to create contract templates in the system. The contract templates define the service contracts the organization provides to its customers. This template is for a warranty based on coverage dates, and will provide for one year of coverage. Customers with contracts based on this template receive support 24 hours a day, seven days a week. Goal Description The goal of this demonstration is to create a contract template.
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Steps
1. 2. 3. 4. Name Abbreviation Billing Frequency Allotment Type Contract Service Level Description Calendar In the Navigation Pane, click Settings, and then click Templates. Click Contract Templates. On the Actions toolbar, click New. Enter the following information in the Contract Template form: [Service Name] [Service Name abbreviation] Default Value Number of Cases Default Value [Service description] Click 24 x 7 support
Creating a Contract and Contract Lines

You can only create contracts for existing accounts and customers. You can create contracts from templates or by copying an existing contract and modifying it appropriately. Each contract you create is assigned a unique ID, such as CNR-1000-WKRP4Z. The ID cannot be used for another contract, except to renew this contract. NOTE: The prefix used for a contract ID, as well as the length of the random characters at the end of the ID, can be customized by the system administrator through Auto Numbering settings. You can add notes and attachments to contracts, and trigger workflow items from contract status, contract start date, or contract end date. You can also attach notes and files to the individual contract lines, as discussed later in this lesson.
Procedure: Create a Contract Based on an Existing Contract

1. 2. 3. 4. In the Navigation Pane, click Service, and then click Contracts. In the list, select and open the contract you want to copy. On the form's toolbar, click Actions, and then click Copy Contract. In the Copy Contract dialog box, click the Include canceled contract lines box to remove the check mark, unless you want to keep canceled contract lines, and then click OK.
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5. The copied contract opens. If you did not include canceled contract lines, they do not appear in the new contract. However, they remain in the database with the original contract. 6. Enter new details to reflect the information for the new contract. Some fields are required. Contract name: Enter the specific name for this new contract. Customer: Enter the customer to which this contract applies, such as the specific account or contact. You can click the Lookup icon to search for a customer. Contract Start Date: Enter the date when the service begins. This date will help determine when the contract becomes active. Contract End Date: Enter the date when the service ends. The contract expires automatically on this date. Bill To Customer: Enter the account or contact to invoice for the contract services. You can click the Lookup icon to search for a customer. Bill To Address: Enter the billing address. You can click the Lookup icon to search for an address record. Billing Frequency: Select the recurring time period in which the customer is billed for this contract. Currency: Select the currency that applies to this contract.
7. Click the Details tab. 8. Under Service Level, select the service level for this contract. You can also change the Owner of the contract if you wish. 9. Click the Notes tab, and then click Click here to enter a new note. Enter any detailed comments about the contract in the text box. 10. Click Save and Close. BEST PRACTICE: It is a good idea for organizations to establish a consistent naming convention for contracts and contract lines. This allows you to better manage contracts and contract lines with cases. It helps ensure that the service user knows which line to credit the case against so the allotments for that contract line stay current.
NOTE: The contract Customer and the Bill To Customer do not need to be the same. With service agreements, it is possible that a distributor, dealer, or other company owns the contracts, but the customer receives the support. This requires tracking of both the contract Customer and the Bill To Customer.
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Procedure: Create a Contract Based on a Template
1. In the Navigation Pane, click Service, and then click Contracts. 2. On the Actions toolbar, click New. 3. In the Contract Template dialog box, select the template to base the contract on and click OK. 4. Enter information in the following fields. Some fields are required. Contract name: Enter the name of the contract. Customer: Enter the customer to which this contract applies, such as the specific account or contact. You can click the Lookup icon to search for a customer. Contract Start Date: Enter the date that service begins. This date will help determine when the contract becomes active. Contract End Date: Enter the date that service ends. The contract will automatically expire on this date. Bill To Customer: Enter the account or contact to invoice for the contract services. You can click the Lookup icon to search for a customer. Bill To Address: Enter the billing address. You can click the Lookup icon to search for an address record. Billing Frequency: Select the recurring time period in which the customer is billed for this contract. Currency: Select the currency that applies to this contract.
5. Click the Details tab. 6. Under Service Level, select the service level for this contract. You can also change the Owner of the contract if you wish. 7. Click the Notes tab, and then click Click here to enter a new note. Enter any detailed comments about the contract in the text box. 8. Click Save and Close.
Contract Lines
Adding contract lines to a contract is the second step in creating the contract. The contract lines provide the details of the contract. You can define several contract lines for each contract (for example, one for parts and another for maintenance), but you must have at least one contract line to invoice and activate the contract. The contract lines, also known as service contract lines, describe the specific support the contract covers, including: The specific coverage dates: The dates must fall within the boundaries of the contract's start and end dates. The product covered: A product is not required. If you use a product, you can only specify one product per contract line.
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The allotment details: This indicates how many cases or minutes of allotted support are provided for this contract item, such as 100 allotted minutes or 15 cases.
Procedure: Add a Contract Line

1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the contract to which you want to add a contract line. 3. In the form's navigation pane, click Contract Lines. 4. On the Actions toolbar, click New Contract Line. 5. On the General tab, in the Title field, enter a descriptive title to identify the contract line. Enter information as needed, such as: Product: Enter the product pertaining to this contract line. You can use the Lookup icon to search for a product. Unit: If you enter a product, enter the unit of the product. You can click the Lookup icon to search for a unit. Location: If the contract line pertains to only a specific location for this customer, enter the address name. You can click the Lookup icon to search for a location. Start Date: Enter the date that service for this line item begins. The start date must be within the dates established in the contract. End Date: Enter the date that service for this line item ends. The end date must be within the dates established in the contract. Total Cases/Minutes: Enter the allotment for this contract line, such as the total number of minutes allowed for this item. Total Price: Enter the total price for this contract line. 6. Click Save and Close.
Demonstration: Create a Contract and Add Contract Lines

This demonstration shows you how to create a contract based on an existing service contract in Microsoft Dynamics CRM.
Scenario
The service representative has had a telephone conversation with a customer from [account1]. The customer is interested in a one-year contract for long term service. The service representative recalls creating a similar contract for [account2] and has decided to copy that contract and enter the new information for [account1].
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Goal Description The goals of this demonstration are to: Copy the existing contract Add contract lines Invoice the customer
Steps
1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the contract [(Account) (contract name) (contract ID)]. 3. On the form's toolbar, click Actions, and then click Copy Contract. 4. In the Copy Contract dialog box, click the Include canceled contract lines box to remove the check mark, and then click OK. 5. In the Contract form, change the details as follows: Contract Name Customer Contract Start Date Contract End Date Bill to Customer Billing Start Date Billing End Date 6. 7. 8. 9. Title Contract Start Date Contract End Date Total Cases/Minutes Total Price Enter [Contract Name] Enter [Account] Enter today's date Enter the date one year from today [User's Organization] Today's date One year from today's date
Click Save. In the forms navigation pane, click Contract Lines. On the Actions toolbar, click New Contract Line In the Contract Line form, enter the following: [Title of Service] Leave the current date Leave the date one year from today 1000 500
10. Click Save and Close. 11. On the Contract form's toolbar, click Actions, and then click Invoice Contract. 12. Click Close to close the Contract form. In the Contracts list you will see that the status for the contract you created is Active.
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NOTE: Only contracts that have a contract line can be invoiced.
Modifying Contracts and Contract Lines

You can modify or delete a contract or a contract line when the contract has a status of Draft-before it has been invoiced or the contract has begun. You cannot delete a contract that is active or has been invoiced, nor can you delete its contract lines. However, you can cancel an active contract. You can also change the status of contracts by putting them on hold, canceling them, or reactivating a contract that has been put on hold. NOTE: Since the contract is a document of record, invoiced contracts cannot be modified or deleted and invoiced contracts cannot be linked to cases. A contract is active and CSRs can open cases against it until the date the contract ends-unless the contract is put on hold or canceled. If you want to suspend or deactivate a contract for an indefinite period of time, you can put it on hold. If the contract end date passes while the contract status is On Hold, and then the contract is reactivated, the contract status changes to Expired. When a contract is canceled, you can specify the date that the contract ends. The cancellation date can be a date prior to the current date. You cannot reopen or renew a canceled contract.
Procedure: Put a Contract on Hold

1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open a service contract that has the status Active. 3. On the form's toolbar, click Actions, and then click Hold Contract. 4. Click Close to close the Contract form. The contract status is now On Hold.
Procedure: Modify for Delete a Contract Line

1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open a service contract that has the status Draft. 3. In the form's navigation pane, under Details, click Contract Lines.
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4. In the list, select and open the contract line to modify or delete. To modify the contract line, change the information in the Contract Line form as necessary. Click Save and Close. To delete the contract line, on the form's toolbar, click Actions, and then click Delete Contract Line. Click OK to confirm the deletion. 5. Click Save and Close to close the Contract form.
Procedure: Cancel an Active Contract

1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open a contract that has the status Active. 3. On the form's toolbar, click Actions, and then click Cancel Contract. 4. In the Cancel Contract dialog box, select the date that the cancellation is effective, and then click OK. 5. Click Close to close the Contract form. 6. To view all canceled contracts, under View, select Canceled Contracts. The canceled contracts will display in the list. To view all of your contracts again, under View, select My Contracts.
Procedure: Delete a Draft Contract

1. 2. 3. 4. In the Navigation Pane, click Service, and then click Contracts. In the list, select and open a contract that has the status Draft. On the form's toolbar, click Actions, and then click Delete Contract. In the Confirm Deletion, click OK.
NOTE: Once a contract has been canceled, you are no longer able to delete it.
Renewing Contracts
When the end date of a contract passes, the contract expires. You can renew the contract to make it active again and allow cases to be logged against it. 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 draft contract, including adding or modifying contract lines. You also have the option to include contract lines that were canceled from the original contract. You can then invoice and activate the renewed contract so that new cases can be logged against it.
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A renewed contract has the same ID number as the original contract, with the renewal action reflected in the contract's history. The start date is automatically set to the day after the existing contract expires, and for the same duration as the original contract. However, you can manually change the duration and the start date.
Procedure: Renew an Expired Contract

1. In the Navigation Pane, click Service, and then click Contracts. 2. Select and open a contract that has the status Expired. 3. On the form's toolbar, click Actions, and then click Renew Contract. 4. In the Renew Contract dialog box, click the Include canceled contract lines box to remove the check mark, unless you want to keep the canceled contract lines, and then click OK. 5. The renewed contract opens. The contract includes the same information as the original contract except for the Contract Start Date, Contract End Date, Billing Start Date, and Billing End Date. The start dates are automatically adjusted to begin one day after the original contract expired. The end dates are automatically adjusted so that the renewed contract lasts the same number of calendar days as the original contract. For example: Renewing a one-year contract with a term of 01/01/07 through 12/30/07 creates dates of 12/31/07 through 12/30/08 in the renewed contract. Renewing a one-month contract with a term of 10/01/07 through 10/31/07 creates dates of 11/01/07 through 12/2/07 in the renewed contract. You can manually change the contract dates if you wish. 6. Change the title of the renewed contract to distinguish it from the original contract. Because the contract is a document of record, a new copy of a contract is made every time you renew an existing contract. 7. Make any necessary changes to the fields in the Contract form, and then click Save and Close to close the renewed contract record. 8. Click Close to close the original contract. 9. The renewed contract displays in the Contracts list with a status of Draft. NOTE: You can renew active contracts in the same way you can renew expired contracts.
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Demonstration: Renewing an Expired Contract
This demonstration shows you how you to renew an expired contract in Microsoft Dynamics CRM.
Scenario
[Account] had a [term duration]-month trial contract for the [product] parts they sell and the contract has expired. A representative from [Account] calls and requests to renew the contract for another [term duration] months. Goal Description The goal of this demonstration is to renew the contract.
Steps
Perform the following steps to renew the status of a contract in Microsoft Dynamics CRM: 1. 2. 3. 4. 5. 6. In the Navigation Pane, click Service, and then click Contracts. Under View, select Expired Contracts. In the list of contracts, open the expired [original contract] contract. On the form's toolbar, click Actions, and then click Renew Contract. In the Renew Contract dialog box, verify that the Include canceled contract lines box is checked, and then click OK. In the Title field, replace the original contract name with [renewed contract] to differentiate it from the previous contract, and then click Save. In the form's toolbar, click Actions, and then click Invoice Contract. Click Save and Close to close the renewed contract record. Click Close to close the original contract record. Under View, click My Contracts. The renewed contract will display in the list with a status of Active.
7. 8. 9. 10.
Working with Contracts

Contracts have an owner, just like other Microsoft Dynamics CRM records. You can assign a contract to another Microsoft Dynamics CRM user to change the ownership of the record. The owner of the contract is typically the person responsible for its administration and maintenance. (Note that ownership of the contract does not determine who can log cases against it.) You can also share a contract with another user or team to enable them to see the contract. Sharing the contract does not change ownership of the contract.
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NOTE: To be able to log a case against a contract, CSRs must have appropriate access assigned to them by the system administrator.
Cases and Contracts

Cases can be related to the contract lines in contracts. (Cases are covered in more detail in Lesson 17: Case Management.) When a CSR logs a case, he can specify the contract and contract line that the case is covered by. When the CSR resolves the case, he enters the time spent on it. The time spent on activities that have been closed is automatically rolled up to the contract line. If the contract line is time-based, the time is deducted from the allotted time in the contract line. If the contract line is case-based, a case is deducted. For a case that is covered by a contract line, you can view the total allotment, the allotment used, and the allotment remaining in the Contract Line form. On the General tab, under Allotment Details, you can view: Total Cases/Minutes: This is the amount allowed for this contract line. Allotments Used: This shows the amount of minutes or cases used so far. Allotments Remaining: This shows the amount of minutes or cases still available for this contract line.
Summary
This lesson covered how to use contracts in Microsoft Dynamics CRM to and agreements for new and existing customers and specify the type of service and terms that customers should receive. It explained the basic elements of contracts, including creating templates from which contracts are created. It covered how to add contract lines to a contract to specify the details of the services provided. The lesson discussed the different status levels a contract can have and how to work with contracts at various status levels, including renewing contracts. Finally, we discussed how contracts and cases are related in Microsoft Dynamics CRM.
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Test Your Knowledge

Contracts
1. What do contracts not provide? ( ) Designated representatives who provide the service ( ) Effective tracking for customer service agreements ( ) Quick access for customer service representatives to service agreement details ( ) Attachments to Customer Service Cases, which allows the case to be automatically deducted from the Contract
Allotment Types
2. Which is not an allotment types available for contracts and contract templates? ( ) Time ( ) Number of service providers ( ) Number of cases ( ) Coverage dates to cases or incidents
Products
3. How many products can be related to a contract? ( ) One per contract ( ) One per contract line ( ) None ( ) Many per contract line
Contract Status
4. What is not a status a contract can have during its life cycle? ( ) Draft ( ) Active ( ) Terminated ( ) Expired
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Active Contracts
5. What conditions do not need to be met for a contract's status to become active? ( ) There must be at least one Contract Line for a contract. ( ) All business required fields must be completed. ( ) The contract start date has not been reached. ( ) The contract invoice has been indicated as paid
On Hold Contracts
6. You created a contract for a customer and the contract status is On Hold. The customer calls back to inform you of an additional product they want to add to the contract. Which actions should you take to add this additional product to the contract? ( ) Activate the first Contract and add a second Contract ( ) Release the contract from Hold and add a new Contract Line ( ) Delete the Contract and add a new Contract ( ) Copy the Contract.
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Lab16.1 - Creating Contracts and Contract Lines

In this lab you create a contract, add contract lines, and invoice the contract. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario [Account] is a mid-sized [product1] and [product2] shop. This store carries a full line of [User's Organization] [product1], and also has a service shop for assembling and repairing [product2]. [Account] buys a product and wants a service contract. The [User's Organization] representative sets up the service contract. The contract is for a six-month trial term, to be evaluated for renewal at the end of the contract. Goal Description Use Microsoft Dynamics CRM to create a contract, add a contract line, and invoice for the contract.
Challenge Yourself!
Need a Little Help?

Follow these steps to create a contract:
Step by Step
1. In the Navigation Pane, click Service, and then click Contracts. 2. On the Actions toolbar, click New. 3. In the Contract Template dialog box, select the [template name] template and click OK. 4. Enter the following information in the Contract form: Contract name: Enter [contract name]. Customer: Enter [Account], click the Lookup icon, and click OK. Contract Start Date: Enter today's date. Contract End Date: Enter the date six months from now.
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5. Click the Notes tab, and then click Click here to enter a new note. Enter text regarding the customer's request to reevaluate the contract for possible renewal in six months. 6. Click Save. Follow these steps to add a contract line and invoice for the contract: 1. On the form's navigation pane, click Contract Lines. 2. On the Actions toolbar, click New Contract Line. 3. On the General tab, enter the following information: Title: [contract line title] Total Cases/Minutes: [allotment minutes] Total Price: [total price]
4. Click Save and Close to close the Contract Line form. 5. On the Contract form's toolbar, click Actions, and then click Invoice Contract. 6. Click Close to close the Contract form. In the Contracts list notice that the status for the contract you created is Active.
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Lab16.2 - Using Hold, Release Hold, and Renew Contract

In this lab you put a contract on hold, reinstate it, and then renew it. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario A customer calls [User's Organization] to request a temporary suspension of her [length of contract term] [contract name] contract because she is expecting a seasonal lull in sales. The [User's Organization] customer service representative puts the contract on hold. A week later, the customer calls and asks to reinstate her contract because the expected downturn did not occur. In addition, the customer wishes to extend the contract for an additional [length of contract term]. The customer service representative renews the [contract name] contract for another [length of contract term]. Goal Description Use Microsoft Dynamics CRM to: Put a contract on hold Release the hold on the contract Renew the contract
Challenge Yourself!
Need a Little Help?

Follow these steps to put the contract on hold:
Step by Step
1. 2. 3. 4. In the Navigation Pane, click Service, and then click Contracts. In the list, select and open the [contract name] contract. On the form's toolbar, click Actions, and then click Hold Contract. Click Close to close the Contract form. The contract status is now On Hold.
Follow these steps to reinstate the contract: 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the [contract name] contract.
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3. On the form's toolbar, click Actions, and then click Release Hold. 4. Click Close to close the Contract form. The contract status is now Active. Follow these steps to renew the contract: 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the [contract name] contract. 3. On the form's toolbar, click Actions, and then click Renew Contract. 4. In the Renew Contract dialog box, click the Include canceled contract lines box to remove the check mark, and then click OK. 5. Change the name of the contract in the Contract Name field to [contract name2]. The date fields will have automatically extended the contract term for an additional [length of contract term]. 6. On the form's toolbar, click Actions, and then click Invoice Contract. 7. Click Save and Close to close the renewed contract form. 8. Click Close to close the original contract form.
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2.
3.
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Solutions
Test Your Knowledge
Contracts
1. What do contracts not provide? () Designated representatives who provide the service ( ) Effective tracking for customer service agreements ( ) Quick access for customer service representatives to service agreement details ( ) Attachments to Customer Service Cases, which allows the case to be automatically deducted from the Contract
Allotment Types
2. Which is not an allotment types available for contracts and contract templates? ( ) Time () Number of service providers ( ) Number of cases ( ) Coverage dates to cases or incidents
Products
3. How many products can be related to a contract? ( ) One per contract () One per contract line ( ) None ( ) Many per contract line
Contract Status
4. What is not a status a contract can have during its life cycle? ( ) Draft ( ) Active () Terminated ( ) Expired
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Active Contracts
5. What conditions do not need to be met for a contract's status to become active? ( ) There must be at least one Contract Line for a contract. ( ) All business required fields must be completed. ( ) The contract start date has not been reached. () The contract invoice has been indicated as paid
On Hold Contracts
6. You created a contract for a customer and the contract status is On Hold. The customer calls back to inform you of an additional product they want to add to the contract. Which actions should you take to add this additional product to the contract? ( ) Activate the first Contract and add a second Contract () Release the contract from Hold and add a new Contract Line ( ) Delete the Contract and add a new Contract ( ) Copy the Contract.
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CHAPTER 17: MANAGING CASES

Objectives
The objectives are: Understand the concepts governing cases and the resolution process for a case. Become familiar with where to access and view cases in Microsoft Dynamics CRM. Learn how to create a new case or convert an activity to a case. Understand how to assign and reassign cases to customer service representatives. Understand how to accept cases from a Queue. Understand how to view, edit, and work on cases. Learn when and how to resolve cases and how to resolve cases using the knowledge base. Learn why and how to share cases with others. Know how to reactivate cases that have been resolved. Understand when and how to cancel and delete cases. Know the types of reports related to case managements.
Introduction
This lesson introduces how Microsoft Dynamics CRM helps improve customer service by using cases to track and resolve customer related issues. The lesson explores concepts of case management, the steps in the case resolution process, and the ways to view and manage cases in Microsoft Dynamics CRM. The chapter covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.
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Understanding Case Management

Use the Service area of Microsoft Dynamics CRM to create, view, and track actions and communications related to cases. Cases can be initiated by either a customer or a customer service representative (CSR), but only a CSR can resolve a case or reactivate it once it has been resolved. Use Microsoft Dynamics CRM communication activity tools to manage cases, including setting up appointments, making telephone calls, and sending email, letters, or faxes. You can also find out what activities have occurred and how much time was spent on them. Microsoft Dynamics CRM also provides reporting tools that can be used to measure statistics such as call lengths, resolutions, number of calls handled, and average length of cases.
Scenario
A customer bought a [product name] from [company name] six months ago. Every [product name] includes a 12 month warranty which includes a standard service contract (resolution guaranteed within 48 hours). The customer notices a problem and calls [company name] to see if there is a quick solution. A service representative creates a case for the customer, searches the Knowledge Base (KB) and finds an article that might help solve the problem and sends it to the customer. However, the KB article does not resolve the customer's problem. The service representative finds the case in the active case list and adds a note to an e-mail that says that the KB solution was tried, but it did not solve the problem. The service representative assigns the case to a senior service representative. A senior service representative looks in the assigned queue and accepts the case. The senior service representative may know the origin of the problem because of past experience with similar problems. The senior service representative calls the customer and walks through the five resolution steps, recording progress in the case notes. When the problem is solved, the senior service representative closes the case.
Case Management Concepts

Case Management enables incidents reported by customers to be logged and tracked from creation through resolution. When working with cases, it is important to understand the following concepts: Cases can be related directly to both service contracts and products. Service staff can create cases using a simple user interface that tracks all actions. This includes the time spent to reach a resolution.
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Cases can be assigned to a queue to ensure that the next available CSR takes the case or so that CSRs with the right level and area of expertise are taking the cases. For more information on service queues see Lesson 19. Cases can be created from the following activities: A fax A phone call An e-mail A letter An appointment
When working on tasks, such as setting up appointments, service staff can perform the following for activities and communications: Create View Track
Case Resolution Process

This section describes how a case is managed once it enters the organization. 1. A case is opened. A customer submits a problem by letter, telephone call, fax, or e-mail. A case is created in Microsoft Dynamics CRM, including the date the case was created, a case tracking ID number, a title and description of the case, and any other information, as appropriate. 2. The case is assigned to a CSR or a queue. The CSR who is assigned to the case, or a CSR in the queue who accepts the case, reviews it, and responds to the customer. 3. The case is resolved and closed. When the case is resolved, the customer can be sent an e-mail message to confirm the resolution. NOTE: Sending an e-mail once the case is resolved is not a part of the default functionality; however, you can configure Microsoft Dynamics CRM to have this action performed automatically through Workflow processes. After a case is resolved, the assigned CSR is still responsible for the case. This provides a method for tracking what happened to the case and an owner if the case needs to be reopened in the future. 4. The customer reports that the issue is unresolved and the case is reopened.
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When a case is reopened, it is assigned directly to the CSR who resolved the case. NOTE: The case is always assigned to the owner, and there can be only one owner for each case. If the case is assigned to a different user, that user becomes the owner of the case. 5. The CSR reactivates the case and continues to work on it until resolution. The time spent on a reactivated case is measured separately, so you can track the performance and quality by comparing the time spent initially and subsequently when the case was reactivated. You can view the history of the case by clicking History in the form's navigation pane.
How cases relate to Other Records Continued

Cases can be related to the following record types: Case Relationships with Other Record Types Record Type Account Contact Contract and Contract Line Description An account could represent the organization that initiated the case. A contact could represent the individual who initiated the case. A case might be related to a Contract. If it is, the case must also be related to a Contract Line. These relationships are used to link cases to contracts for general information and to reduce incident or time-based contract line allotments. A single product type may be related to the case. Subject is a business required field and used to help categorize cases. Subjects can also be used to categorize products and Knowledge Base articles.
Product
Subject
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Case Relationships with Other Record Types Activity Activities might be added to a case to track case-related work. The sum of time spent on closed activities is the case's Total Time at resolution. Activities must be closed before a case is resolved. Although the Notes area has been introduced in every area Microsoft Dynamics CRM, using notes to record information in cases is especially helpful. Start typing in the Notes area and the text is automatically saved with the newest notes on the top. You can start adding notes even before you have saved the case.
Notes and Attachments
Like other records in Microsoft Dynamics CRM, cases can be shared with other users to make sure that everyone knows about what questions or problems a customer has.
Relating Cases to Contracts

Service Contracts can be related to cases so allotment amounts can be tracked against cases. Note the following factors when relating cases to contracts: Appropriate Contract association for existing Contracts Contract Line association for assigned Contract
If there is an existing Contract for the related customer, the Contract and Contract Line can be associated with the case from the General tab of the Case form. As soon as a Contract is assigned to the case, a Contract Line from the Contract can be related to the case. The appropriate allotment amount is then deducted from the customer's service agreement. BEST PRACTICE: When associating a Contract to a case, a good method is to find the appropriate Contract for the customer, and from the Contract Line form, add the related case. The related customer, Contract, and Contract Line populates in the new Case form.
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BEST PRACTICE: Contracts can be related to either Accounts or Contacts. If there are multiple contacts within an Organization, relate the Contract to the Account. By establishing the relationship with the Account, a Case related to the Contract can be created for any Contact for the Account. Contracts that are assigned to an individual contact cannot be used for a case that is assigned to another contact from the same Account.
Viewing Cases
Microsoft Dynamics CRM provides two ways to access and manage cases: From Queues under Workplace and from Cases under Service.
Workplace
In Microsoft Dynamics CRM Workplace, Queues offers a view of the cases assigned to you and to the groups you are a member of. Typically a CSR manages cases that are assigned to them or accept cases from this area. These cases are divided into two groups: My Work and Queues. My Work The cases under My Work are categorized into two groups: assigned and in progress. Assigned cases are active cases (and activities) that have been assigned to you, but you have not yet accepted. In Progress cases (and activities) are those that you have accepted and are currently working on. Queues The cases (and activities) under Queues are assigned to the queue(s) of which you are a member.
Cases
The Microsoft Dynamics CRM Cases pane displays a list of all the cases in the database. You can view cases using one of the views provided: My Active Cases - Displays all the active and unresolved cases owned by the currently logged in user. All Cases - Displays all cases, active, canceled, or resolved, owned by the current user or those shared with them by other users. Active Cases - Displays all active cases owned by the current user or those shared with them by other users. My Resolved Cases - Displays all resolved cases owned by the current user. Resolved Cases - Displays all resolved cases owned by the current user or those shared with them by other users.
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Within a case, there are two tabs that display information about the case: the General tab and the Notes and Article tab. The type of information that can be included in each is summarized in the following table: Tab General Function The General tab displays basic information about the customer such as their name and case details. You can also look up contract information to determine their service level by using the Form Assistant pane and selecting a record. Use the Notes and Article tab to collect specific notes about the case, and if needed, select an article from the knowledge base that addresses the customer's issue. The Form Assistant pane offers a list of articles based on the product and subject that is selected on the General tab.
Notes and Article
Each case is given a unique number for tracking. The system-assigned case number appears in the title bar. BEST PRACTICE: Because the Subject field is a business required field in the case record, organizations should thoroughly plan the structure of the subject catalog. Subjects are also used in the product catalog for organizing products and knowledge base articles. Therefore, standard naming conventions and categories should be used when you create subjects.
Creating Cases
Microsoft Dynamics CRM uses cases to document problems or issues defined by customers and all the communication activities that go into finding satisfactory resolutions. Typically when a case is created it includes a service issue or problem reported by a customer and other information related to the case. Eventually, it also includes the activities that customer service representatives used to resolve the issue.
Using the Forms Assistant Pane

The Form Assistant pane provides automatic filtering of the most common fields in the case and contract forms where you must look up and link to additional information. You can quickly select the Customer, Subject, Contract, Contract Line, Service Level, Product, Serial Number, and Article fields for a case. The pane presents only the appropriate related records and makes it easier to select the correct record. The pane also provides a quick way to create a follow-up activity form when a case is completed.
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Procedure: Create a Case
1. In the Navigation Pane, click Service, and then click Cases. 2. On the Actions toolbar, click New. 3. On the General tab, you must enter information in the following boxes: Title This information should include a general description of the problem. For example, if a customer calls about a problem with a late delivery, include the expected delivery date. Customer To locate and select a customer, type the first few letters of the customer's name and then click the Lookup icon. In the Form Assistant pane, you can select a record from a filtered list, or you can click the Lookup icon to search for other records. Subject This section contains a subject for the case associates that case with similar cases. This is useful for searching for cases with similar problems and for finding related articles. To locate and select a subject, click the Lookup icon or click inside the field and use the Form Assistant pane. Owner This box is automatically filled with the name of the user who is creating the record. You can also select a user from a filtered list in the Form Assistant pane, or you can click the Lookup icon to search for other users.
4. Fill out as much information as possible when creating a case. The information filled out assists in reporting and management of the case: In the Overview area, enter all the information you have about this case. This information can be used in reports. In the Assignment Information area, enter information about how you want the case managed, including time frame and priority. In the Contract and Product Information area, enter information about the entitlements. Linking the contract and contract line to the case allows you to track allotment usage and verify that the customer is receiving the appropriate level of service. 5. On the Notes and Article tab, enter additional information about the case. Notes Click and type to enter a longer description of the issue, or any additional information that you want to record about this case.
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Knowledge Base Article Locate and select an article about the issue. The Form Assistant pane displays a list of suggested articles under the following sections Top 10 Articles by Product Top 10 Articles by Subject All Articles about this Subject Show article Select this check box to view the article from within the case.
6. Click Save and Close. NOTE: The first time you save a case, Microsoft Dynamics CRM assigns it a unique case number.
Demonstration: Create a new case

This demonstration illustrates how to create a case in Microsoft Dynamics CRM.
Scenario
A [specific product name] was scratched during shipment to [company name]. They want a replacement [product name] shipped to them. Goal Description The customer service representative creates a case and relates it to the [company name] account.
Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name]. User ID Password [CSR's name] [password]
2. In the Navigation Pane, select Service, and then select Cases. 3. On the Actions toolbar, click New. 4. In the new case form, add the details for the new case: Title Customer Subject [customer issue] [company name] [subject name] (Select [subject 1], sub-subject 2], [sub-sub subject 3] and click OK)
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Title Case Type Satisfaction Owner Status Reason Priority
[customer issue] [type of issue] Dissatisfied [the CSR the case is assigned to] In Progress High
5. Click the Notes and Article tab and under Notes, click and type the text of the note: customer would like a replacement [product] shipped to them. 6. Click Save.
Converting an Activity to a Case

In Microsoft Dynamics CRM, you can convert activities to cases. Many times a case comes in by way of a phone call or an e-mail. Converting one of these activities into a case enables you to quickly create the case while keeping the data from the initial contact associated with it. Cases can be created from the following active activities: Fax Phone call E-mail Letter Appointment
When an activity is converted into a case, the activity's Regarding field is the title of the newly created case.
Procedure: Create a Case from an Activity:

1. Open an open Activity and click Convert Activity on the action menu toolbar. 2. Select To Case. 3. A dialog opens with the following fields to be filled out. a. Customer: b. Subject: c. Open the new Case (selecting this will open the newly created case). d. Change the <activity> to Completed and close the form (this action closes the activity you are converting as completed).
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BEST PRACTICE: The Customer field is required; however, it is also useful to select a subject as well. The more information you capture in a case, the more likely it is that the CSR can provide the best solution possible.
Assigning and Reassigning Cases

Cases can be assigned to a Microsoft Dynamics CRM User or a Queue located under Workplace. NOTE: Managing cases in Queues is discussed in the Managing Service Queues lesson. There are no special privileges required to assign a case. By default, any customer service representative can assign a case. When a user assigns a case to another service representative, the case moves from the original owner's In Progress queue to the new owner's Assigned queue.
Procedure: Assigning a Case

1. 2. 3. 4. In the Navigation Pane select Cases. From the displayed list, select the case(s) you want to assign. On the Actions menu, click Assign. In the Confirm Assignment dialog box, select:
Route Case to assign the case automatically according to established workflow rules. - OR Assign to another user or queue. 5. Click OK. 6. To save the assignment, click OK. NOTE: When a case is assigned to a user, ownership of the record changes immediately, even though the user has not accepted the case.
NOTE: Cases can be assigned to a user manually, or the assignment can be automated using a workflow business rule. A Workflow rule can be created to assign a case to a user based on criteria specified in the rule and to send an email message to the user alerting the user that a case has been put in the Assigned queue.
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Reassigning Cases
After a case is assigned or accepted, it can be reassigned. Cases might be reassigned for many reasons. For example: The Service Representative is going on vacation and will not have time to resolve all of the cases assigned him or her. The Service Representative is not keeping up with the number of cases assigned to him or her; the cases are assigned to a service representative with less cases in their queue.
Procedure: Reassigning A Case To Another User Or Queue

In the Navigation Pane select Service then Cases. From the displayed list, select the case that you want to reassign. On the Actions toolbar, click the Assign icon. In the Confirm Assignment dialog box, you have the option to use a selected Workflow to assign the case or locate and select the user or queue to whom you want to reassign the case. 5. Click OK. 1. 2. 3. 4.
Accepting cases
When a case is accepted by a user, it is assumed that the user is accepting responsibility to work with the customer on the case in order to find a satisfactory resolution to the problem. To accept a case that has been assigned to a user, the Accept command must be selected from the Action Bar in the List View. The case goes through the following process: When a case is accepted by a user, the case is moved from the Assigned queue to the In Progress queue. From there, the user can: Resolve the case Assign it to another Service Representative Assign it to a Queue
Procedure: Accept a Case

1. In the Navigation Pane, click Workplace, and then under My Work, click Queues. 2. On the Queue Pane, under My Work, click the Assigned folder to display a list of cases and activities that have been assigned to you.
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3. In the list, select the cases and activities that you want to accept. 4. On Actions toolbar, click Accept. 5. Click OK to confirm that you want to accept the selected record and move it into your In Progress folder. NOTE: In Microsoft Dynamics CRM, a user cannot reject a case or activity. If the user does not want to accept a case or activity that has been assigned to her, she can reassign it to another user or queue, as directed by her business unit's policy. If the user deletes the case, it is deleted completely.
Viewing, Editing, and Working on Cases

When a case is created in Microsoft Dynamics CRM, the customer might contact the organization several times to determine the status of a case. Before creating a new case for a customer, the service representative should always check Microsoft Dynamics CRM to see if an active case exists for the customer.
Procedure: View an Active Case

1. In the Navigation Pane, click Service, and then click Cases. 2. From the displayed list of cases, double-click the case to view. 3. Click Save and Close.
Editing Cases
CSRs may need to update cases with new information that relates to the case. To edit a case, the case status has to be in an active state. If the case has been closed, you can add notes to the Notes area or edit the information by reactivating it. The previous resolution of the case will be kept in the history for the case. Editing a case ensures that all updated information to a case will be present for the case owner. This is useful if the case is reopened or reassigned to a new owner.
Procedure: Edit a Case

1. In the Navigation Pane, click Service, and then click Cases. 2. From the list, select and open the case that contains the information you want to change. 3. Make the necessary change(s). 4. Click Save and Close.
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Working on Cases
During the course of solving a case, the CSR performs several service activities. These can include e-mail, phone calls, researching articles, or testing the product. Activities can be entered by the user creating the case or by the CSR who accepts the case.
BEST PRACTICE: Although you do not need activities created for a case, creating activities related to cases is the only way to document the time spent on the case without resolving a case. It is also a good way to monitor incident reporting.
Procedure: Create an activity for a Case

1. In the Navigation Pane, click Service, and then click Cases. 2. Select and open a case. 3. Under Details, click Activities and then click New Activity on the Actions toolbar. 4. Select an activity type and then click OK. 5. Enter details about the activity in the form, and then click Save and Close.
Procedure: Complete an activity for a Case

1. In the Navigation Pane, click Service, and then click Cases. 2. Select and open a case you created activities for. 3. Under Details, click Activities and then select and open an activity from the list. 4. Update any information about the activity, and then Click the Save as Completed icon in the Actions toolbar. NOTE: When you enter an activity, the duration defaults to 30 minutes, but you can adjust the time to reflect the estimated duration. When you complete an activity, record the actual amount of time spent on the activity. If this case is linked to a contract line, the durations of all of the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer.
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Resolving Cases
Once a case is assigned to a user, the user must perform certain activities related to the case. As soon as the activities are completed, the case can be resolved. Resolving a case in Microsoft Dynamics CRM includes the following actions: The user resolves the case, by selecting Resolve Case from the Actions Menu on the toolbar. When the information in the Resolve Case dialog box is completed, an activity is created for the case, but the status is resolved. This is used to track the resolution. Microsoft Dynamics CRM sets the case as resolved, and the record becomes read-only. The Case Status changes to Resolved. The Case is moved from the user's In Progress queue and is no longer available in the Active Cases View.
The information recorded in the Resolve Case dialog box is saved with the Resolution activity for the case. The fields include the following: Resolution Type - The only option in the drop-down list is Problem Solved but the values can be customized. It is a required field. Resolution - A text field used to enter a brief resolution description. It is a required field. Total Time - The total time is calculated based on the total time of the closed activities related to the case. It is a read-only field and cannot be modified. Billable Time - The billable time correlates to the total time field. If the case is related to a service contract, the billable time is reduced from the allotted amount in the contract line for the case. The billable time field can be modified, and the time that might otherwise be deducted from the contract line can be overwritten. Description - A more detailed description of the case resolution can be entered in the field.
NOTE: A case cannot be resolved until all activities associated with the case have been closed. If there are open activities related to the case when a user tried to resolve a case, a message appears stating the case cannot be closed because there are open activities related to it.
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Procedure: Resolve a Case
1. In the Navigation Pane, click Workplace, and then under My Work, click Queues. 2. On the Queue Pane, under My Work, click In Progress, and then in the list of cases, open the one you want to resolve. 3. On the Actions menu, click Resolve Case. If there are any open activities for this case, you have to close them first. 4. In the Resolve Case dialog box, for Resolution Type, select how the case was resolved. 5. In the Resolution box, type a short explanation of the resolution. 6. 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 box. This total is for information only and cannot be edited. 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. Under Description, type a more detailed description of the resolution and any other notes. 9. Click OK. 10. On the Standard toolbar, click Close.
Resolving Cases Using the Knowledge Base

The Knowledge Base provides information about the organization's products and services that customer service representatives use to answer frequently asked customer questions. The knowledge base provides an easy-to-use browse and search engine that allows CSRs to find the exact information required by searching against all the words in the knowledge base. NOTE: To learn more about the knowledge base and how to create and search for knowledge, refer to Lesson 18. Use the Notes and Article tab to collect specific notes about the case, and if it is relevant, you can select and e-mail an article- a text-based piece of content in the knowledge base-that addresses the customer's issue.
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Procedure: Sending a Knowledge Base Article From Within a Case
If working in a case you can e-mail a knowledge base article directly from the case. 1. In the Navigation Pane, click Service, and then click Cases. 2. In the list of cases, open the case you want to work in. 3. On the Notes and Article tab, under Article, click the Lookup icon and search for the article or select a record from a filtered list in the Form Assistant pane. 4. Check Show Article. The article appears, along with a task bar that allows you to show comments and e-mail the KB article. 5. Click E-mail KB Article. The E-mail form opens with all the information about this case already filled in. 6. Make any changes to the e-mail that you want; however, any changes you make to the article will not be saved in the original article. 7. Click Send. NOTE: When a user clicks Send, it indicates the activity is complete and closes it. It can be found in History as a completed e-mail activity for the contact and the case. 8. Click Save or Save and Close.
Demonstration: Resolving a Case Using the Knowledge Base

This demonstration illustrates how to resolve a case using the Knowledge Base in Microsoft Dynamics CRM.
Scenario
The [customer company name] store is following up on the status of a case. The customer mentions that they are experiencing problems with [problem description] with [product name] they recently ordered. The customer service representative recently resolved a similar case by searching the [company name] knowledge base, and plans on resolving this case the same way. Goal Description Resolve the case using information from the knowledge base.
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Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [customer service representative]. 2. In the Navigation Pane, click Service, and then click Cases. 3. Change the View to Active Cases. 4. In the cases list, open the following case: Title [case title] 5. 6. 7. 8. 9. Case Number [case number]
Click the Notes and Article tab. In the Form Assistant select Article. Select the Article titled: [KB article title]. On the Actions menu, click Resolve Case. In the Resolve Case dialog box, select the Resolution Type Problem Solved. 10. Add the details to reflect the following resolution information: Resolution Type Resolution Billable Time Description Problem Resolved Knowledge Base Article 5 minutes [Customer satisfied with resolution]
Sharing Cases
Service teams frequently use queues to denote the group of individuals who share cases. In Microsoft Dynamics CRM, queues share cases as a group until cases are taken out of the queue. Note the following factors when sharing cases: Sharing with other Microsoft Dynamics CRM users - There may still be a need to share cases with other Microsoft Dynamics CRM users who are not a part of the service queue, such as Salespeople. Location for sharing cases - Sharing cases is not permitted from the Workplace Area, but cases can be shared from the Cases list in the Service module using the Action toolbar. Sharing individual cases - Individual cases can also be shared within the record form by selecting the Sharing command in the Actions menu..
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NOTE: Sharing cases is similar to sharing any other record type Microsoft Dynamics CRM.
Procedure: Share a Case

1. 2. 3. 4. 5. 6. In the Navigation Pane, click Service, and then click Cases. In the list of cases, select the case that you want to share. On the Actions toolbar, click More Actions, and then click Sharing. In the Who would you like to share the selected account with dialog box, under Common Tasks, click Add User/Team. In the Look Up Records dialog box, under Look for, select the type of record to find (User or Team). Click Search for Records, type the first few letters of the name of the record to narrow your search, and then click the Lookup icon to search for records. In the list of available records, click a user or team to select it, and then click >> to add the user or team to the Selected Records list. Repeat step 7 to add more users or teams. Click OK. In the Who would you like to share the selected account with dialog box, select the desired type of share access. The available permissions are: Read, Write, Delete, Append, Assign, or Share. Click OK.
7. 8. 9. 10.
11.
EXAMPLE: The customer service representative receives a telephone call from a customer who wants to know how to receive a copy of the current product catalog. The customer service representative may want to share the case with the owner of this account, so they can read the information related to the case. The customer service representative might also create an activity for the owner of the account to follow up with the customer regarding the product catalog.
Demonstration: Sharing a Case

This demonstration illustrates how to share a case with another Microsoft Dynamics CRM user.
Scenario
The customer service representative receives a call from [customer name] at [company name]; [customer name] wants to know how to renew a service contract for the next year.
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Goal Description The customer service representative wants to share the case with [account owner name] the owner of this account, so that she can read the information related to the case.
Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [user name]. 2. In the Navigation Pane, click Service, and then click Cases. 3. Change the View to Active Cases and select [letter] in the alphabet bar. In the cases list, open the following case: Title [title name] [customer issue] [case number]
4. On the Actions menu, click Sharing. 5. Under Common Tasks click Add User/Team. 6. Locate and select [account owner name] as she is the user with whom you want to share the record. 7. Select the following types of share access you want to grant: Read, Write, Append, Assign, or Share. 8. Click OK.
Attaching a Link to a Case in an e-mail

A link to a case can be added to an email allowing other users to view the case quickly. This is efficient way that CSRs can send a quick reference to a case without the recipient searching for the case, saving time and effort on both parties. 1. Users can send individual links by opening up a Case and clicking on the Actions menu of a case and selecting Send Shortcut. This will open up your local e-mail client and provide a link to the case in the body. 2. Users can also send selected Cases or a current view of Cases through the grid's More Actions menu. This also opens up your local e-mail client and provides a link to each case in the body.
Reactivating Cases
Any resolved or canceled cases can be reactivated. When a resolved case is reactivated, the status of the most recent closed resolution activity is changed to Canceled. When a case is reactivated and then resolved again, the Total Time for the case calculates differently depending on whether or not the case has a contract related to it.
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Cases related to Contracts - When a resolved case is reactivated, the clock for activity time is reset. The time related to closed activities is not reported two times to a contract based on time originally logged. When the case is resolved again, the Total Time field reflects only time from those activities that were closed since the last reactivation, but the allotment in the contract line is not double-reported, no matter how many reactivations there are. When a case is re-activated but the contract has expired, a notification will be displayed notifying the user that the contract detail is expired or canceled. The case is still reactivated. Cases not related to Contracts - When a resolved case is reactivated, activity time does not start over. When a reactivated case is resolved again, the Total Time field reflects the time from every closed activity related to the case.
Procedure: Reactivate a Resolved Case

1. 2. 3. 4. 5. 6. 7. In the Navigation Pane, click Service, and then click Cases. Under View, select My Resolved Cases or Resolved Cases. In the list of cases, open the one you want to reactivate. On the Actions menu, click Reactivate. In the Reactivate the Selected Case dialog box, click OK. Modify the information on the form or add any activities. Click Save or Save and Close.
Demonstration: Reactivate a Resolved Case

This demonstration illustrates how to reactivate a resolved case in Microsoft Dynamics CRM.
Scenario
A customer service representative recently resolved and closed a case for [customer name] of [account name]. Two weeks after resolving the case, [customer name] called back stating that the problem regarding [specific part of product] had reoccurred. Goal Description The service representative reactivates the case, and creates a new telephone call activity.
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Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [user name]. User ID Password [user name] [password]
2. In the Navigation Pane, click Service and then click Accounts. Change the View to Active Accounts. Open the record for [account name]. 3. In the form's navigation pane click cases. Select Resolved from the filter. Open the Case for [case name]. 4. On the Actions menu, click Reactivate. 5. Click OK to confirm the action. 6. On the Actions menu select Add Activity, then Phone Call . 7. Enter the details of the phone call and click Save as Completed. 8. Click Save and Close.
Canceling and Deleting Cases

Any active case can be canceled. Canceling a case does not create a resolution activity, but it does perform the following: Marks the case record as read-only Changes the status to Canceled Removes the case from the user's My Work queue
A canceled case can be reactivated at any time. NOTE: If a case is canceled, and then reactivated and resolved, the total time reflects the total of every closed activity related to the case. This includes the closed activities from when the case was canceled.
Deleting Cases
Deleting a case is a permanent action. When a case is deleted, it also deletes the following: Activities Notes Attachments to the case
As with other record types, we do not recommend that you delete any cases. You should cancel the case instead.
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BEST PRACTICE: Deleting a case enables someone to delete a record of a customer's reported problem. As with other record types, the delete privilege should be limited to a system administrator or manager role.
Using Case Management Reports

Service management reports can help track cases and neglected cases. These reports examine the details of specific cases. Frequently used reports are available directly from Cases using the Reports icon on the Actions toolbar. Case Summary Table Report Use this report to determine the types of cases being opened and resolved. Select how data is grouped in both the rows and columns of this report. Neglected Cases Report use this report to access a chart of all active cases that have not been modified or have not had any activities or notes created during the specified time period. A customer support representative can run this report to identify cases that need attention. A support manager or dispatcher can run this report to identify problems that require reassignment of resources. If you want details about a particular neglected case, you can click the case to open it in Microsoft Dynamics CRM.
Summary
Case management is the center of the customer service module in Microsoft Dynamics CRM. It enables you to capture all the information about a customer's issue and the steps taken to resolve that issue. You can create cases directly or convert them from activities which initiate report of a customer issue. You can create activities, such as an e-mail, a phone call, or a task, that need be done to resolve the case and keep track of the time spent on each issue. The knowledge base enables an organization to keep track of customer issues and solutions. Knowledge base articles can be attached to a case and e-mailed from a case to a customer. Cases can be shared within the customer service organization and with other groups such as Sales.
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Test Your Knowledge

Case Life Cycle
1. Which of the following is not part of the life cycle stages of a case? ( ) Open ( ) On Hold ( ) Expired ( ) Canceled
Case Products
2. How many products can be related to a case? ( ) As many as you want ( ) None ( ) One with serial number, one without ( ) One
Cases Not Accessible

3. Where are cases not accessible in Microsoft Dynamics CRM? ( ) Workplace ( ) My Work ( ) Activities ( ) Queues
User Actions
4. What actions cannot be performed by a user when a case is assigned to them? ( ) Assign to another User ( ) Reject a case ( ) Accept a case ( ) Resolve a case
Resolve a Case
5. What must occur when a case is resolved? ( ) An email must be sent to the customer ( ) The resolution field must be filled out ( ) A follow up must be created ( ) The case is moved to a queue for review
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Reactivate a Case
6. How can a resolved case be reactivated in Microsoft Dynamics CRM? ( ) By a supervisor ( ) By changing the status ( ) By selecting reactivate from the actions drop-down menu within the closed case ( ) By assigning the case to a customer service representative
Knowledge Base Articles

7. What method is the best practice for sending knowledge base articles to a customer? ( ) Creating an email message from the case activities and use the Insert KB Article feature ( ) Creating an email message in Outlook and attaching the article ( ) Creating an email message from the account and attaching the article ( ) Creating an email message from the contact and attaching the article
Case Records
8. Which records cannot be related to a case? ( ) Account ( ) Contact ( ) Lead ( ) Contract
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Lab 17.1 - Managing Cases

Scenario
Challenge Yourself!
In this lab you will match descriptions to the appropriate step in the case resolution process.
Step by Step
Case Resolution Process Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Description
Step A B C D E F
Description The case is resolved and closed. The Service Representative reactivates the case and continues to work on the case until it is resolved. The case is assigned to a Service Representative or queue. The customer may report the case as unresolved and the case is reopened. The Service representative can create activities, communications, determine diagnosis, and research existing fixes related to the case. A case is opened.
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Lab 17.2 - Case Creation and Resolution

In this lab you create a case, resolve it, and relate it to the [account name] account. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. [See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.] Scenario [CSR name] receives an e-mail from a customer. The customer is upset that the shipment for [product] did not come with the assembly instructions. The customer wants the instructions sent out immediately. The CSR discovers that there is a Knowledge Base article with instructions on how to assemble [product]. The CSR creates an email from the case and inserts the KB article, and resolves the case. Goal Description [CSR name] needs to create a case for [customer name] at [customer company name]. Once he has created a case he needs to relate it to the [account name] account and then resolve it.
Challenge Yourself!
Using the information above, create a case, resolve it, and relate it to the [company] account.
Need a Little Help?

Follow the steps below to create a case:
Step by Step
1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name]. User ID Password Ben Pa$$w0rd
2. In the Navigation Pane, select Service, and then select Cases. 3. On the Actions toolbar, click New. 4. In the new case form, add the details for the new case: Title Customer Subject Case Type [customer issue] [Account name] [subject name] [type of issue]
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Title Satisfaction Owner Status Reason Priority
[customer issue] Dissatisfied [the CSR the case is assigned to] In Progress High
5. Click the Notes and Article tab and under Notes, click and type the text of the note: customer would like a replacement [product] shipped to them. 6. Click Save. Create an Email Activity: 1. Under Details, click Activities and then click New Activity on the Actions toolbar. 2. Select an E-mail activity type and then click OK. 3. Compose the e-mail 4. On the E-mail click Send.
Resolve a Case Step by Step

Resolve the case: 1. On the case form, click the, Actions menu, and then click Resolve Case. 2. In the Resolve Case dialog box, for Resolution Type, select how the case was resolved. 3. In the Resolution box, type a short explanation of the resolution. 4. 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 box. This total is for information only and cannot be edited. 5. 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. 6. Under Description, type a more detailed description of the resolution and any other notes. 7. Click OK. 8. On the Standard toolbar, click Close.
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2.
3.
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Solutions
Test Your Knowledge
Case Life Cycle
1. Which of the following is not part of the life cycle stages of a case? ( ) Open ( ) On Hold () Expired ( ) Canceled
Case Products
2. How many products can be related to a case? ( ) As many as you want ( ) None ( ) One with serial number, one without () One
Cases Not Accessible

3. Where are cases not accessible in Microsoft Dynamics CRM? ( ) Workplace ( ) My Work () Activities ( ) Queues
User Actions
4. What actions cannot be performed by a user when a case is assigned to them? ( ) Assign to another User () Reject a case ( ) Accept a case ( ) Resolve a case
Resolve a Case
5. What must occur when a case is resolved? ( ) An email must be sent to the customer () The resolution field must be filled out ( ) A follow up must be created
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( ) The case is moved to a queue for review
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Reactivate a Case
6. How can a resolved case be reactivated in Microsoft Dynamics CRM? ( ) By a supervisor ( ) By changing the status () By selecting reactivate from the actions drop-down menu within the closed case ( ) By assigning the case to a customer service representative
Knowledge Base Articles

7. What method is the best practice for sending knowledge base articles to a customer? () Creating an email message from the case activities and use the Insert KB Article feature ( ) Creating an email message in Outlook and attaching the article ( ) Creating an email message from the account and attaching the article ( ) Creating an email message from the contact and attaching the article
Case Records
8. Which records cannot be related to a case? ( ) Account ( ) Contact () Lead ( ) Contract
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CHAPTER 18: CREATING A KNOWLEDGE BASE

Objectives
The objectives are: Understand the purpose of the Microsoft Dynamics CRM Knowledge Base, Knowledge Base concepts, and the lifecycle of Knowledge Base articles. Create Knowledge Base article templates. Create and submit Knowledge Base articles. Approve, reject, and publish Knowledge Base articles. Find information in the Knowledge Base.
Introduction
This lesson explores the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. The lesson starts by exploring key concepts governing the Knowledge Base and the lifecycle for Knowledge Base articles. It then covers the process for creating, editing, and deleting article templates, articles and article comments as well as other activities related to knowledge base management, such as publishing and unpublishing Knowledge Base articles.
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What is the Microsoft Dynamics CRM Knowledge Base?

The Microsoft Dynamics CRM Knowledge Base is a repository of your organization's structured information. This information is stored as articles, and is organized by subjects based on the subject tree hierarchy. It can contain many different types of articles, such as: Frequently Asked Questions (FAQs) Common problems and their solutions Schematics Product user guides Data sheets Release schedules
The Knowledge Base should include anything that would provide customer service representatives (CSRs) with the information they need to answer questions about products or services (A type of work performed for a customer by one or more resources. Services are schedulable activities). CSRs can link an article to a case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.) to track what information was given to the customer. Microsoft Dynamics CRM provides the tools and templates to create, edit, and publish browser-based content about your organization's products and services. The Knowledge Base in Microsoft Dynamics CRM provides the following benefits: All information is stored in one location. The information is consistently formatted. The information is consistently available. The information is visible to everyone in the organization with the appropriate permissions. The Knowledge Base can be searched based on article number, title, full text, keywords, or subject.
Most businesses with a service department need a central area to store information to help solve customer issues or questions. The Knowledge Base tool provides internal users with information about the organization's products and services that they use to answer frequently asked customer questions. This information is in the form of articles and is organized by subjects.
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BEST PRACTICE: Considerations should be taken when deciding who has privileges to create, approve, reject, and publish Knowledge Base articles. The articles are a major resource for users to find information related to products, problems and resolutions, and company information. Additionally, article entry should be planned in advanced before entering data in the form to maintain consistency and accuracy.
Knowledge Base Concepts

Before discussing how to use the Knowledge Base tool, it is important to define some terms and understand some key concepts: Article - A type of structured content that is published to the Knowledge Base and available for searching by the user. Articles are based on article templates and are subject to an approval process. Article Template - A template used to create an article, describing the sections and formatting required for the article. Article Comment - Notes within the article used to capture comments on articles. These comments are side-notes to the main article and can be viewed when reading the article. They are not included with the article if it is e-mailed.
The Knowledge Base is similar to the other record types in Microsoft Dynamics CRM, but there are also some differences in how the Knowledge Base works and is managed. Knowledge Base articles are created by using templates. A template provides an article structure (sections) that determines how content is displayed. You can create and store an unlimited number of templates and articles. BEST PRACTICE: Organizations should take the time to design good Knowledge Base templates and limit the number of templates created to avoid confusion over which template to use when creating articles. Access to the Knowledge Base articles is governed by user privileges. Articles cannot be assigned or shared; users either have access to them or do not. Knowledge Base articles are visible to all users who have the appropriate security privileges. The contents of a Knowledge Base article can be emailed to any of the following: accounts, contacts, leads, queues, or users. Knowledge Base articles can also be attached to a case. The articles are searchable. They are organized by subject to enable easy searching.
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The Life Cycle of Knowledge Base Articles
Knowledge Base articles have a life cycle that ensures that only approved articles are visible and available for application users to browse and search. The approval process provides control over published content. The Knowledge Base article life cycle looks like this: 1. A new article is created as a draft article. Draft articles reside in the Knowledge Base Draft folder. 2. The draft article is saved and submitted for approval. Submitting a draft article moves the article from the Draft folder to the Unapproved folder to wait for review and approval or rejection. If the article is rejected, it moves back to the Draft folder and the article status changes back to Draft. A reject comment will then be added to the article that can be viewed by clicking the Comments tab. 3. When the article is approved, it moves from the Unapproved folder to the Published folder. The article is now visible to all users through Knowledge Base Article Search in the Articles area under Workplace. NOTE: Once a Knowledge Base article is published, it will take 15 minutes to be indexed by the server and be found by Full Text searches. Administrators can configure the interval at which new articles are indexed. Access to the Knowledge Base articles is governed by user privileges. Articles cannot be assigned or shared; users either have access to them or do not. Knowledge Base articles are visible to all users who have the appropriate security privileges. The contents of a Knowledge Base article can be emailed to any of the following: accounts, contacts, leads, queues, or users. Knowledge Base articles can also be attached to a case. The articles are searchable. They are organized by subject to enable easy searching.
Working with Article Templates

Because the Knowledge Base is a template-based system, at least one article template must be created before an article can be created. Only users with appropriate security privileges can create article templates. When creating article templates consider the following: Information Presentation - One key benefit of having Knowledge Base templates is that they enable the consistent presentation of information for Knowledge Base articles. Titled sections - Templates are made up of titled sections that indicate where text will be positioned when the article is created.
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Descriptions - Each titled section provides a description box where the template author can enter instructions for users creating articles. The instructions serve as a reminder for the type of information to enter in each section.
Procedure: Create an Article Template

1. In the Navigation Pane, click Settings, then click Templates, and then click Article Templates. 2. On the Actions toolbar, click New. 3. In the Article Template Properties dialog box, type the new article title and description, select a language, and then click OK. 4. Format the template using the Common Tasks menu pane: Add a section-Click Add A Section and enter text. Reposition a section-Use the arrows to move a selected section up or down. Remove a section-Select a section, click Remove Section, then click OK. Edit a section-Select a section, click Section Properties, and then change the text.
5. To format the text, click the arrow next to Modify and select the article title, headings, or body text for the sections. Use the options on the Modify toolbar to format the text, font, font size, and color. 6. Click Save and Close. NOTE: As soon as an article template is saved, it becomes active and is available for users to create articles.
Deactivating and Activating Article Templates

To make an article template unavailable for authoring new articles, you can deactivate it. The advantage of deactivating rather than deleting a template is that if you decide to use the template later, you can reactivate it. Deactivating a template removes it from the list of templates available to create new articles, but it is still listed in the Knowledge Base Template List View. NOTE: You cannot delete article templates as long as Knowledge Based articles created from them exist. This is because the article contains only the data of the article, and the structure is provided by the template. If you want to delete an article template, you must first delete all the articles that use it.
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Procedure: Deactivate or Activate an Article Template
1. In the Navigation Pane, click Settings, then click Templates, and then click Article Templates. 2. In the list of templates, select the template you want to deactivate or activate. 3. On the More Actions menu, click Deactivate or Activate. 4. In the confirmation message, click OK. NOTE: If your view is set to displayActive Article Templates, you will no longer view the template you deactivated. Select All Article Templates to see both active and inactive templates.
Demonstration: Working with Article Templates

This demonstration illustrates how to create an article template in Microsoft Dynamics CRM.
Scenario
The Service Manager with [user business] wants to create Knowledge Base templates in Microsoft Dynamics CRM for Frequently Asked Questions. The Service Manager will create templates since they provide a consistent structure and presentation for Knowledge Base articles. Goal Description The Service Manager will create an article template in Microsoft Dynamics CRM.
Steps
1. In the Navigation Pane, click Settings, then click Templates, and then click Article Templates. 2. On the Actions toolbar, click New. 3. In the Article Template Properties dialog box, enter the information from the provided table and click OK. Title [Title] Description [Description] Language English 4. In the Common Tasks area, click Add a Section.
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5. In the Title, enter the information provided in the table, and click OK. Title [Title for Question] 6. In the Common Tasks area, click Add a Section. 7. In the Title box, enter the following information from the provided table and click OK. Title [Title for Answer] 8. Click Save or Save and Close.
Creating and Submitting Articles

Articles in the Knowledge Base are a key resource for customer service representatives (CSRs) and provide the information that they need to answer customers commonly asked questions about a product or service. You can create new articles using a predefined template that provides structure and formatting. When you create the article, you include a title, subject, and keyword information. Changes to the knowledge base are not immediate. Microsoft Dynamics CRM automatically updates the catalog index every 15 minutes to reflect changes, including new, deleted, or edited articles. Remember that you can create workflows apply them articles, article comments, and article templates. For more information on how to create and apply a workflow, see Lesson 4, Customer Centered View.
Procedure: Create an Article

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Actions toolbar, click New. 3. In the Select a Template dialog box, select the template to use, and then click OK. 4. Under Title, enter a title for the article. 5. Under Subject, enter a subject for the article. You can click the Lookup icon to search for a subject. 6. Under Keywords, type the keywords that are relevant to this article. Separate each keyword (A word associated with an article to identify the article in a search) with a comma.
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BEST PRACTICE: To increase the likelihood that the words users search with return the correct articles, include alternate spellings and terminology in the keywords, such as bike, bicycle, and trike. 7. To write the content for the article, click in a section of the form and begin typing. Use the editing tools on the Formatting toolbar to format the work. 8. Click Save and Close. NOTE: Web site addresses can be referenced in Knowledge Base articles. Referencing URLs can be useful if additional information is included on a web site.
NOTE: Although cases cannot be linked to the Knowledge Base, they can be used as a different type of Knowledge Base. The Description field in the Case form can be used in the Advanced Find tool to research Resolved Cases and how similar cases were resolved. For more information about cases refer to Lesson 17, Case Management.
Submitting an Article
Once the article is saved, it can be submitted for publishing. Any user who has appropriate privileges can submit a draft article for publishing. Once it is submitted, it moves to the Unapproved folder in the Knowledge Base Manager. From the Unapproved folder, a Knowledge Base editor can review, edit, reject, or approve the article. If an article is rejected, the Reject Article dialog displays so the editor can make comment as to why the article was rejected.
Procedure: Submit an article for approval

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. In the Knowledge Base, click the Draft folder. 3. In the article list, select the draft article to submit for approval. 4. On the Actions toolbar, click Submit. 5. In the confirmation message, click OK.
Demonstration: Create an Article

This demonstration illustrates how to create Knowledge Base articles in Microsoft Dynamics CRM.
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Scenario
The Service Representative has received multiple calls from customers asking how to find a [product type] that is the best fit for them. The Service Representative wants to place this information into the [user's business name] Knowledge Base so that other CSRs can reference it. Goal Description The CSR must create a new article in Microsoft Dynamics CRM. This article will include the customer question and relevant information to answer the question.
Steps
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Actions toolbar, click New. 3. In the Select a Template dialog box, under Language, select the language the template will use. Under Internal Templates, select the Question & Answer template. Click OK. 4. Under Title, enter [title for article]. 5. Under Subject, enter the subject of this article. Click the Lookup icon to search for a subject. 6. Under Keywords, type the keywords that are relevant to this article separated by commas: [keyword1, keyword2, keyword3, keyword4]. 7. In the body of the article, enter: Question: [question for this article] Answer: [answer for this article] 8. Click Save and Close. NOTE: Microsoft Dynamics CRM automatically moves the article into the Draft folder in the Knowledge Base. 9. In the article list, select the article and then click Submit.
Approving, Publishing, and Rejecting an Article

Once the contents of the article are verified for grammar, spelling, and accuracy, it can be approved. Approving an article is the process of publishing it to the Knowledge Base. Published articles move from the Unapproved folder to the Published folder. They are marked read-only and cannot be edited. Published articles are available in the Knowledge Base for browsing or searching. Comments can be added to the published article at any time by users with appropriate security privileges.
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Rejecting an Article
By default, every time an article is rejected through the review process, the following actions are performed: A new comment is created, with the title, Article Submittal Rejected. The article moves back to the Draft folder. The status of the article changes to Draft.
Procedure: Approve and Publish, or Reject an Article

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. In the Knowledge Base, click the Unapproved folder. 3. In the list, select and open the article you want to review. 4. After you have reviewed the article, on the Actions toolbar, click: Approve to approve the article, and then click Close. Microsoft Dynamics CRM moves the approved article into the Published folder in the Knowledge Base area. Reject to reject the article. If you reject the article, in the Provide a Reason dialog box, under Comment Title, enter a title and then, in the box, explain to the author the reason you are rejecting the article. Click OK. 5. Click Save and Close.
Changing and Removing Articles

From time to time, it will be necessary to update articles. During article updates, the article is not available in the Knowledge Base. After making changes, approve and republish the article to make it available again. NOTE: Changes to the knowledge base are not immediate. Microsoft Dynamics CRM automatically updates the catalog index every 15 minutes to reflect changes, including new, deleted, or edited articles.
Procedure: Edit an article

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. In the Knowledge Base, click the folder that contains the article to edit.
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3. In the list, select and open the article to change. If the article is in the Published folder, select the article and, on the Actions toolbar, click Unpublish. In the confirmation message, click OK. Then, go to the Unapproved folder and select and open the article in the list. 4. Edit the article as needed. When you are finished, click Save and Close.
Unpublishing and Deleting Articles

If an article is obsolete or incorrect, Unpublish it temporarily, make any changes, and then republish it. When you unpublish an article, it is removed from the Knowledge Base and cannot be browsed or searched. The article moves back to the Unapproved folder, where it can be edited, rejected, or deleted. Draft and Unapproved articles can be deleted from Microsoft Dynamics CRM. To delete a published article, first unpublish the article and then delete it from the Unapproved folder.
Procedure: Unpublish an article

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. In the Knowledge Base, click the Published folder. 3. Select but do not open the article that you want to unpublish. 4. On the Actions toolbar, click Unpublish. 5. In the confirmation message, click OK. NOTE: Microsoft Dynamics CRM moves the article from the Published folder to the Unapproved folder. You can revise and resubmit the article for approval and publication or delete the article.
Finding Information in the Knowledge Base

There are several ways to search for information in the Knowledge Base. You can select from one of the following methods: Full Text Search - Searches the complete text of Knowledge Base articles matches based on the value you enter. Keyword Search - Limits the search to the keywords entered for the article. Title - Limits the search to the titles of articles. Article Number Search - Limits the search to the system-generated article number that is assigned when an article is created. Use this search method when you know the article number. Subject Browse - Allows you to browse articles through the hierarchical subject tree.
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Procedure: Use Full Text Search to Find Articles
1. In the Navigation Pane, click Workplace, click My Work, and then click Articles. 2. Under Search For, type a word or phrase. 3. Optional: Under In Subject, type part of the subject, and then click the Lookup icon to select the subject. 4. Under Options, select Exact Words to narrow the search to only the specific words entered under Search For or select Like Words to broaden the search to related text. 5. Click Search.
Procedure: Use Browse to Find Articles

1. In the Navigation Pane, click Workplace, click My Work, and then click Articles. 2. Click the Full Text Search box and select Subject Browse from the drop-down list. 3. Click a subject to see a list of published Knowledge Base articles for that subject. BEST PRACTICE: Because the Knowledge Base uses subjects to organize the articles, during the initial implementation, take the time you need to create a thorough and relevant subject list. Make sure to build a logical, consistent subject catalog that is easy to browse for products, cases, and Knowledge Base articles.
Adding and Deleting Article Comments

Use comments to collect corrections and additions to articles. Generally, all customer service representatives can add comments to published or unapproved articles. After comments are incorporated into the revised article, they should be deleted.
Procedure: Add or Delete a Comment

1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. In the Knowledge Base, click the folder that contains the article on which you want to comment. 3. In the list, select and open the article. 4. To add a comment, on the Comments tab, click New Article Comment. In the Comment on this Article dialog box, under Comment Title, enter a title for the comment. In the box, type a comment. Click OK.
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5. Optional: To delete a comment, select the comment, on the Comments tab, click Delete. In the confirmation message, click OK. NOTE: You cannot recover deleted comments. 6. Click Save and Close.
Summary
Knowledge Base articles are a key resource for customer service representatives and provide the information that they need to answer your customer's commonly asked questions. Knowledge Base articles are created through a standard process that ensures quality control checks. They are stored in the Knowledge Base database, which enables internal users to browse the information by subject, or search by article number, keyword, title, and full text. Knowledge Base article templates provide a system for structuring the information entered into the Knowledge Base. Microsoft Dynamics CRM provides a process for drafting, submitting, reviewing, and publishing Knowledge Base articles. Users with manager-level security privileges can approve, reject, edit, add comments to, and unpublish articles that are submitted for review.
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Test Your Knowledge

Edit an Article
1. Before you can edit a published Knowledge Base article, which step must be done? ( ) Approve the article ( ) Reject the article ( ) Unpublish the article ( ) Submit the article
Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft ( ) On Hold ( ) Published ( ) Unapproved
Knowledge Base Status

3. Which of the following is not a status of a Knowledge Base article? (Select all that apply.) ( ) Published ( ) Rejected ( ) Indexed ( ) Draft
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search ( ) Abbreviated Text ( ) Title Search ( ) Article Number
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Publishing
5. How is a Knowledge Base article published? ( ) Through the Article Queues tab, approve a Draft article ( ) Through the Article Queues tab, approve an Unapproved article ( ) Through the Workplace, pull up the Knowledge Base menu ( ) Through the Home Page, go to the Settings Menu
Reject an Article
6. When a article is rejected from being published the article is sent to which folder? ( ) Draft ( ) Unapproved ( ) Published ( ) Approved
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Lab 18.1 - Creating, Submitting, and Publishing Knowledge Base Articles

In this Lab you create, submit, and publish a Knowledge Base article. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario The Service Representative creates a new case for [customer name] regarding the [product issue], then creates an activity to contact Quality Control regarding any defects with the [product name]. Quality Control informs the Service Representative that there is a flaw with the [product name], and they ask him to create a Knowledge Base article. The Service Representative is required to create a Knowledge Base Article using the Solution to a Problem article template. The Service Representative wants to inform customers that [company name] has decided to offer a free replacement for all defective [produce name]. To qualify for this offer the customer is required to provide [company name] with their account information, and a time and date they would like to have the defective [product] collected and replaced with a new model.
Challenge Yourself!
Using the information in the Scenario create and publish the new Knowledge Base Article. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Need a Little Help?

Follow these steps to create an article and publishing it:
Step by Step
1. Use the information provided in this table to create a Knowledge Base article using the Solution to a Problem template. Title [product name Defect] Subject [subject] Keywords [keywords1, keyword2, keyword3, keyword4] Problem [product name] is defective
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Solution Customer must provide a time and date that they would like to have the defective [product] collected and replaced Additional Comments Ask for [product] barcode information. If you need help, see the previous procedure Create an Article
2. Click Save and Close. 3. Select the created article in the Draft folder and click Submit. In the Confirm Submittal dialog box, click OK. 4. Select the article from the Unapproved folder and click Approve. In the Approve Confirmation dialog box, click OK. 5. Select the Published folder and note that your article appears. (If you need help, refer to the procedure Approve, publish, or reject an article).
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Lab 18.2 - Reviewing, approving and rejecting Knowledge Base Articles

In this lab, you review, approve, and reject Knowledge Base articles. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. Refer to the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario The Customer Service Manager wants to determine if any new Knowledge Base articles have been submitted. The customer service representative has submitted multiple Knowledge Base articles for approval. The Customer Service Manager reviews and approves the [article title 1], and [article title2] articles, and rejects the article titled: [article title 3] as this article is lacking the detail needed. Review Knowledge Base articles and approve or reject each of them.
Challenge Yourself!
Using the information in the Scenario approve and reject the Knowledge Base articles. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Need a Little Help?

Follow the steps to create articles and approve and publish them.
Step by Step
1. Log onto the Microsoft Dynamics CRM Web Application as Ben Burton. The Username is Ben and the password is Pa$$w0rd. 2. Create two articles, using the procedure in the previous lab. Give one the title [article 1], and one the title [article 2]. Submit both the articles. 3. Log off, and then log on as Stefan Delmarco, the CSR Manager. The username is Stefan and the password is Pa$$w0rd. 4. Navigate to the Unapproved folder in the Knowledge Base. 5. Review the Knowledge Base article titled: [article 1] in the Unapproved folder. Click Approve for publishing.
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6. Review the Knowledge Base article titled: [article 2] in the Unapproved folder. Reject this article for publishing, and provide a reason for the rejection If you need help, refer to the procedure Approve, publish, or reject an article. 7. Log off, and then log on as Ben Burton. The username is Ben and the password is Pa$$w0rd. 8. Click the Draft folder and view the rejected article. Note that the rejection reason is displayed in the comments tab. 9. Click the Published folder and view the approved article.
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2.
3.
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Solutions
Test Your Knowledge
Edit an Article
1. Before you can edit a published Knowledge Base article, which step must be done? ( ) Approve the article ( ) Reject the article () Unpublish the article ( ) Submit the article
Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft () On Hold ( ) Published ( ) Unapproved
Knowledge Base Status

3. Which of the following is not a status of a Knowledge Base article? (Select all that apply.) ( ) Published () Rejected () Indexed ( ) Draft
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search () Abbreviated Text ( ) Title Search ( ) Article Number
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Publishing
5. How is a Knowledge Base article published? ( ) Through the Article Queues tab, approve a Draft article () Through the Article Queues tab, approve an Unapproved article ( ) Through the Workplace, pull up the Knowledge Base menu ( ) Through the Home Page, go to the Settings Menu
Reject an Article
6. When a article is rejected from being published the article is sent to which folder? () Draft ( ) Unapproved ( ) Published ( ) Approved
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CHAPTER 19: MANAGING SERVICE QUEUES

Objectives
The objectives are: Understand the basics of queues and the flow of cases and activities through queues. Create public queues and routing rules for them. Know how to delete queues. Work with queues, including assigning items and accepting them.
Introduction
This lesson explains how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues. It discusses the process of deleting queues and explains how to view the list of cases and activities in queues and how to accept and assign items from queues.
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Overview of Queues
Microsoft Dynamics CRM includes queuing and routing tools designed to improve how incoming requests for customer service are handled. Microsoft Dynamics CRM queues are folders that contain a list of cases or activities logged into the system. The system includes two standard personal work queues: Assigned: This folder contains active cases and activities that have been assigned to the user, but that have not yet been accepted. This can include e-mail messages received. In Progress: This folder contains cases and activities that have been accepted and are currently being worked on.
Your organization can create other queues to manage work items. You can create queues based, for instance, on existing team assignments or subject matter expertise, and modify and merge queues as organizational, product, and customer needs change. Decide on the appropriate structure for queues and create the routing rules to move cases or activities into the appropriate queues. The goal of creating multiple queues is to keep each case type separate to ensure the proper representative or team is following up with the customer in a timely manner. Using queues allows a team to monitor what has and has not been followed up. Cases and activities reside in the queue and are shared until a service representative accepts the item, taking responsibility for handling it. Public queues also enable a user to monitor the queue and dispatch or assign items to other users. Accepting or assigning an item takes it out of the queue so no one else is working on the same case or activity at the same time. When a Customer Service Representative (CSR) accepts an item from a queue, it moves to his or her In Progress queue, where it can be resolved, taken to the next level of support, or assigned to another user for resolution and/or escalation. Queues can only be viewed from the Workplace area. Users can view the queues for their business unit, but the user's security privileges determine access to the cases or activities in the queue. A user who has the appropriate permissions can create and delete queues through the Settings area. Although queues were primarily designed for service management, such as handle customer issues, they can be used to handle activities from other stages of the customer lifecycle. For example, an organization might create queues to handle parts of the process for developing Statements of Work, such as technical research, drafting the proposal, etc. A sales person working on an opportunity might create an activity for calling the customer to discuss technical requirements and assign it to the Technical Research queue, for a specialist to perform.
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Scenario
The Customer Service Department at One Dilly Corporation has multiple queues to which different cases are routed depending upon case type. The queues are broken out by type of issue: product defects, documentation requests, customer complaints, and so on. Cases are routed either by users or through workflow processes to the appropriate queue. One Dilly's customer service representatives are divided into teams based on their skills and responsibilities within the organization. Some representatives monitor multiple queues based on their skills. Cases are accepted by representatives based on skill and duration the case has been open.
Flow of Items through Queues

The following is a summary of how cases and activities flow through queues: A call or other communication comes in and a service case is created. The user or manager manually assigns the case to a queue or a specific user, or the case is routed through Workflow processes. If the case is assigned to a user, it moves to the user's Assigned queue. If the case is assigned to a public queue, it becomes available for any user to accept and resolve. Users review the cases in the queue and accept selected cases. The case or activity appears in the user's In Progress queue. The user regularly reviews the cases in his or her Assigned queue. You cannot reject cases in the Assigned queue. You can assign a case to another user or queue, or you can accept the case. Accepted cases move to the user's In Progress queue.
Queues can also be assigned to e-mail addresses. In that case, all incoming emails to that address go directly to the queue as activity records, where they can be picked up like other activities. Note that if a customer chooses to e-mail or call on an existing case, Microsoft Dynamics CRM bypasses any routing rules and sends the activity directly to the CSR who owns the case. If the CSR is not available, the system asks the customer if he or she wants to create a new case and enter the queue.
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Setting Up Public Queues

Microsoft Dynamics CRM queues are public entities. They are temporary folders to which collaborative records such as cases and activities can be routed and reside. There are two steps to setting up queue services: 1. Create a logical organization of queues. 2. Create routing rules to move cases or activities to the appropriate queue. Your organization must take the time to plan out a set of queues that model the way that the organization assigns cases/activities. For example: If the CSRs are organized by product, you can create queues to handle product-specific calls, such as Printer Model A, Printer Model B, and so on. If the CSRs are organized by expertise, you can create queues by type of expertise, such as device drivers, installation, troubleshooting, and so on).
It is important to use logical, consistent naming conventions when creating public queues. During the initial implementation, create naming conventions that are consistent with the organization's policies and processes. NOTE: If a queue does not have an e-mail address assigned to it in the E-mail field. Then the queue will not receive any e-mail activity in Microsoft Dynamics CRM. If you enter a user's e-mail address, e-mail sent to the queue goes to that e-mail address. A queue can also share an e-mail address that has a record such as an account or contact.
Procedure: Create or edit a queue

1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management homepage, click Queues. 3. On the Actions toolbar, click New. 4. On the General tab, enter the necessary information, such as: Queue Name: Enter a short, descriptive name consistent with your organization's queue naming conventions. Business Unit: Enter the business unit that this queue falls under. You can use the Lookup icon to search for a business unit. Owner: Enter the user who will be responsible for the maintenance of the queue. You can use the Lookup icon to search for a user. E-mail: If you are using e-mail addresses for queues, enter the email address for this queue. E-mail addresses must be valid. For example, someone@microsoft.com(mailto:someone@microsoft.com)
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Under Incoming E-mail, select one of the following options: All e-mail messages E-mail messages in response to CRM e-mail E-mail messages from CRM Leads, Contacts, and Accounts E-mail Access Configuration: Configure how emails are routed in the organization. Contract your system administrator for more information.
Creating Routing Rules

Routing is the process of directing the cases and activities to the appropriate queues or users. Based on the queues and rules you have set, Microsoft Dynamics CRM can automatically route cases to the correct user or queue. An organization can use routing rules to determine how service calls are handled within a queue or to provide different types or levels of service. For example, you can create queues that handle only specific types of calls, such as high-priority, VIP, or escalated calls. Note that if a customer chooses to e-mail or call on an existing case, Microsoft Dynamics CRM bypasses the routing mechanism and sends the activity directly to the CSR who owns the case. If the CSR is not available, the system asks the customer if he or she wants to create a new case and enter the queue.
Adding Routing Rules through Workflow Processes

Routing rules are created by creating workflow processes. Workflow processes are discussed in Lesson 4, A Customer-Centered View and in Lesson 7, Opportunity Management. This section does not detail the process of creating workflows for routing. However, it discusses some of the general guidelines and uses of workflow routing processes. To create routing workflows, decide: What specific entities require rules The event that triggers the routing workflow The conditions that the workflow checks to decide where to route the case or activity The queue or user to which the workflow is routed
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You can use workflows to create routing rules for: Cases: Route cases that are created and have specific properties, or existing cases whose properties are changed. Activities: Route new activities, generally of a specific type and with specific characteristics.
For example, you might route all new cases for a specific product, or that have a specific priority, or even a specific service level. You might route task activities that are for opportunities that are in the Statement of Work (SOW) phase and pertain to a particular product, and assign them to the queue that specializes in SOWs for that product. Common triggers for routing workflows include: The case or activity record is created. The case or activity record's attributes change. The case or activity record's status changes. The user initiates the routing workflow manually.
Workflow routing rules often check conditions for the case/activity or its related records, including such things as: Subject Priority Service level Status Logical account Account classification
To route the item, you assign it. You can assign cases or activities to users or queues. The queue might represent an individual or a team. BEST PRACTICE: Before creating workflow processes for case routing, you must have a good understanding of an organization's business policies and procedures to make sure that the workflow processes will perform the required tasks. It is also important during the initial implementation to test all workflow processes before bringing them into a live production environment to verify the required processes.
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Demonstration: Create a Queue
This demonstration illustrates how to create a public queue in Microsoft Dynamics CRM.
Scenario
The Customer Service Manager has noticed an increase in calls related to [product problem] and decides to have a CSR dedicate time to these cases as she has specialized knowledge in this ea. The Manager creates a service queue named [queue name]. This queue will allow customer service representatives to route all [product problem] cases to this queue for the appropriate Customer Service representative to work on. Goal Description The goal of this demonstration is to create a queue.
Steps
1. In the Navigation Pane, click Settings and then click Business Management. 2. On the Business Management home page, click Queues. 3. On the Actions toolbar, click New. 4. Enter the information below: Queue Name E-mail Description Business Unit Owner [queue name] [email address] [description] [Business Unit] [Owner]
Deleting Queues
Queues can only be deleted by users with appropriate permissions to manage queues. They cannot be deleted when there are records in the queues. All records must be re-assigned to another queue or user before deleting the queue. BEST PRACTICE: If there are workflow processes that route cases or activities to the queue that is to be deleted, make sure that you update all routing rules before deleting the queue.
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Procedure: Delete a queue
1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management homepage, click Queues. 3. In the list, select the queues that you want to delete. 4. On the Actions toolbar, click Delete. 5. In the confirmation message, click OK.
Working with Queues

Each user can view the cases and details for his or her Assigned and In Progress queues. Depending upon your permissions, you can view public queues. The ability to view the top level queue folder is not restricted by security. However, standard security rules apply to the items within the queue, so you can only view the cases or activities to which you have access. BEST PRACTICE: Restrictive security rules for cases can limit the ability of users to view them in a queue. If restrictive security is implemented on cases, users may be able to assign a case to a queue for another team, but they would not be able to view the case. At minimum, all service employees should have Global Read access for Cases. To enable a 360-degree view of the customer, all employees need Global Read access. Contact the system administrator for assistance. From the list of cases, you can open a case to view its details. You can also select a case in the list and accept it to move it to your In Progress queue. Lastly, you can assign items from the queue to another user or queue. Note that you do not need special privileges to assign an item.
Procedure: View the items in a queue

1. In the Navigation Pane, click Workplace, and then under My Work click Queues. 2. In the Queue Pane, select a queue. 3. View the list of cases and activities.
Procedure: Assign an activity to a user or queue

1. In the Navigation Pane, click Workplace, and then under My Work click Activities. 2. In the Queue Pane, select a queue. 3. In the list of records, select the record to assign to another user. 4. On the Actions toolbar, click Assign.
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5. In the Confirm Assignment dialog box, select one of the following: Assign to me: Select this option to assign the record to yourself. Assign to another user: Select this option to assign the record to another user, and then enter the user to whom you are assigning the item. You can click the Lookup icon to search for a user or queue.
6. Click OK. 7. Click Save and Close. NOTE: When assigning a case to queue, the ownership of the record does not change until a user has accepted it. Also, you cannot assign resolved cases.
Procedure: Accept a Queue Item

1. In the Navigation Pane, click Workplace, and then under My Work click Queues. 2. In the Queue Pane, select a queue. 3. In the list of records, select the record you want to accept. 4. On the Actions toolbar, click Accept. 5. In the confirmation message, click OK. 6. To verify that the item has been assigned to you, in the Queue Pane, select the In Progress queue. The accepted case or activity should appear.
Demonstration: Assigning Queue Items

This demonstration illustrates how to assign queue items in Microsoft Dynamics CRM.
Scenario
The Customer Service department at [user's organization] is currently experiencing increased call volume. The Customer Service Manager believes this increase is because of the increased number of cases regarding contract renewal. To better handle the volume of calls and use these calls as a selling opportunity, the manager has decided to assign all contract renewal items to the [sales rep queue] which is a queue for sales representatives. Goal Description The goal of this demonstration is to assign an item to a queue.
Steps
1. In the Navigation Pane, click Service, and then click Cases. 2. Under View, select All Cases. 3. In the list, if necessary click the Title column header to sort the cases by title.
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4. In the list, select the three cases titled: [case title1] [case title2] [case title3] 5. On the Actions toolbar, click Assign. 6. In the Confirm Assignment dialog box, select Assign to another user. Then, enter [sales rep queue]. 7. Click OK.
Summary
Every user has default queues Assigned and In Progress for handling their activities and cases. Service departments that organize support calls, for instance by product or expertise can create additional queues to handle specific types of calls, and workflow processes to automatically route items to queues. Users can view the items in queues to which they have access and can assign and accept items from queues.
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Test Your Knowledge

Records Assigned to Queues
1. How are records assigned to queues? Select all that apply. (Select all that apply.) ( ) Manually by a user ( ) Manually by a manager ( ) Automatically by workflow ( ) Manually by dragging them to the queue
Records Stored in Queues

2. What type of records can be stored in queues? Select all that apply. (Select all that apply.) ( ) Leads ( ) Opportunities ( ) Cases ( ) Activities
Queues and E-mail

3. What occurs when a queue is assigned an e-mail address? ( ) Outgoing e-mail has that address as the From: ( ) All CRM e-mail routes through that mailbox ( ) Any e-mail received by that address is a Microsoft Dynamics CRM activity placed in the queue ( ) Incoming e-mail on Cases goes to that mailbox
View Queues
4. Where can queues be viewed from? ( ) Case Actions menu ( ) Accounts Actions menu ( ) Service area ( ) Workplace area
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Create or Delete Queues
5. Who can create or delete queues? ( ) Any user who has access to view the queue ( ) Only service managers who have access to the queue ( ) Any users who have appropriate permissions ( ) By default the customer service manager
Cases
6. Where does a case go when it is assigned to a user? ( ) The user's In Process queue ( ) The user's Workplace queue ( ) The user's Assigned queue ( ) The user's Accepted queue
Progress Queue
7. What can the user do with items put in their In Progress queue? Select all that apply. (Select all that apply.) ( ) Assign the item back to a public queue ( ) It can be assigned to another user ( ) Complete the item ( ) Cancel the item
Reassigning Activities
8. What activities can be reassigned to another user? Select all that apply. (Select all that apply.) ( ) Fax ( ) Task ( ) Phone Call ( ) Appointment
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Lab 19.1 - Creating and Assigning to Queues

In this lab you create a queue and assign some cases to it in Microsoft Dynamics CRM. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. Refer the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario The Customer Service Manager at [user organization] is responsible for managing all service queues and routing cases and activities to their appropriate queues. He also is responsible for handling any escalated support calls that are routed to the escalated support queue. The Customer Service Manager has noticed that there are a number of support cases related to marketing questions, such as what colors are available for the new model year, and where customers can get a product catalog. Because of this, he has decided to create a queue to manage marketing-based cases. Goal Description Use Microsoft Dynamics CRM to accomplish the following: Create a queue. Assign cases to the new queue.
Make sure you are logged on as Stefan Delmarco. The user name is Stefan and the password is Pa$$w0rd.
Challenge Yourself!
Need a Little Help?

Follow the steps below:
Step by Step
1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management homepage, click Queues.
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3. On Actions toolbar, click New. 4. Use the information below to fill out the rest of the form. Queue Name Business Unit Owner E-mail Marketing [Business Unit name] [Owner] [Email address]
5. Click Save and Close. 6. In the Navigation Pane, click Workplace, and then under My Work click Queues. 7. In the Queue Pane, select a queue. 8. In the list of records, select a record. 9. On the Actions toolbar, click Assign. 10. In the Confirm Assignment dialog box, select Assign to another user. Then, enter [sales rep queue]. 11. Click OK.
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Solutions
Test Your Knowledge
Records Assigned to Queues
1. How are records assigned to queues? Select all that apply. (Select all that apply.) () Manually by a user () Manually by a manager () Automatically by workflow ( ) Manually by dragging them to the queue
Records Stored in Queues

2. What type of records can be stored in queues? Select all that apply. (Select all that apply.) ( ) Leads ( ) Opportunities () Cases () Activities
Queues and E-mail

3. What occurs when a queue is assigned an e-mail address? ( ) Outgoing e-mail has that address as the From: ( ) All CRM e-mail routes through that mailbox () Any e-mail received by that address is a Microsoft Dynamics CRM activity placed in the queue ( ) Incoming e-mail on Cases goes to that mailbox
View Queues
4. Where can queues be viewed from? ( ) Case Actions menu ( ) Accounts Actions menu ( ) Service area () Workplace area
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Create or Delete Queues
5. Who can create or delete queues? ( ) Any user who has access to view the queue ( ) Only service managers who have access to the queue () Any users who have appropriate permissions ( ) By default the customer service manager
Cases
6. Where does a case go when it is assigned to a user? ( ) The user's In Process queue ( ) The user's Workplace queue () The user's Assigned queue ( ) The user's Accepted queue
Progress Queue
7. What can the user do with items put in their In Progress queue? Select all that apply. (Select all that apply.) () Assign the item back to a public queue () It can be assigned to another user () Complete the item ( ) Cancel the item
Reassigning Activities
8. What activities can be reassigned to another user? Select all that apply. (Select all that apply.) () Fax () Task () Phone Call () Appointment
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CHAPTER 20: SERVICE SCHEDULING LIFE CYCLE

Objectives
The objectives are: Introduce key service scheduling concepts Compare service business scenarios Understand the service scheduling process flow in Microsoft Dynamics CRM View a demonstration of the service scheduling process
Introduction
This lesson discusses a basic service scheduling process, starting with defining a service. The Service Manager creates the service and ensures that the appropriate resources are added to the service. Once this process is complete the Service Representative can schedule a service activity. NOTE: The examples in this lesson are shown using the Web Client. All the tasks can be completed using the CRM Outlook Client application which is shown in subsequent lessons.
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Service Scheduling Introduction and Terminology

Service Scheduling is designed for service providing companies. The feature specializes in resource and time management. When making customer appointments, Service Scheduling automatically considers the availability of employees, facilities, and equipment to ensure that resources are ready for the customer. Some of the benefits of Service Scheduling include: Scheduling tighter appointments while improving service quality Preventing over-scheduling with predictable workloads for employees Ensuring reliable time estimates for your customers and clients
This lesson is designed to help you understand the service scheduling feature. Presented are some best practices, suggestions, and examples to illustrate this feature of Microsoft Dynamics CRM. The examples are in the form of four service business scenarios. Compare your service business with the business descriptions of each scenario. You should find one that comes as close as possible to matching your own service business. The discussion for each scenario describes step-by-step, how to configure Microsoft Dynamics CRM for that service business.
Terminology
Service A service is a type of work provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule. Selection Rule In its simplest form, a selection rule is the list of users, facilities, or equipment required to perform a service. You can define resources by how busy they are, and whether the resources are from the same site or business location. For each service, create at least one selection rule by selecting one or more users, facilities, and equipment to perform it. Conditional sub rules can be used to further refine a resource selection. Microsoft Dynamics CRM displays the selected rules in a tree view. When searching for a service activity time, the selection rules consider the lowest-level sub rule first, and then the next level up, until the top-level rule is reached.
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Service Activity Microsoft Dynamics CRM Service Scheduling keeps track of the services provided as a service activity. A service activity combines a service, at least one resource, a specific time, place, and customer. To schedule a service activity, first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present a list of available times. After selecting the desired time, the service activity is added to the schedule. Resources Resources are people (Microsoft Dynamics CRM users), facilities (such as a room or a hall, where a service activity can be performed), and equipment. Individual resources have work schedules that define when they are available to work. Resource Groups A resource group is a pool of similar resources, from which individuals can be chosen for a service activity. These resources generally can be thought of as being interchangeable. Perhaps the members of one resource group have the same skill set (or at least a skill set appropriate for a certain service activity). Resource groups are used in Microsoft Dynamics CRM to model the skills (or other characteristics) required to perform or deliver a service. Selection Criteria Selection criteria can be used to determine how resources are allocated. For example, you can choose to set up the service to make sure that a technician is scheduled as fully as possible before another technician is scheduled. Or the opposite is possible - making sure that all technicians are scheduled relatively evenly. By default, services are set up to select resources without comparing how many service activities are scheduled for each resource. When a selection criterion is added to a selection rule, the sub rules are considered first. If you have two equal sub rules, one that looks for Most Busy and another that looks for Least Busy, each sub rule offers the appropriate resource based on their selection criteria. Those resources are then considered by the rule on the next level up. Capacity Scheduling Microsoft Dynamics CRM can set up services and resources to take into account different sized facilities or the experience levels of the users. This is capacity scheduling. Capacity is a relative unit that you define. One example is to define capacity in a bicycle repair shop as the number of bikes the shop has room to accommodate at the same time.
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Capacity can also measure skill level. For example, a junior bike technician has the ability to perform one bike inspection per hour, and a senior technician has the ability to perform four bike inspections per hour. If two bikes must be inspected in one hour, it takes either two junior technicians, or one senior technician who can perform the inspections in half the time. Effort Required When you add effort required into the selection rule, each time a user searches for an available service activity time, the selection rules inspect the resources for capacity available. If the resource is scheduled, then that resource's capacity is reduced by the effort required for the service. Define When Resources Are Available The availability of each resource can be defined, including vacations, time-off, working hours, capacity, and maintenance. You can view the schedule for resources, compare it to other resource schedules, and check for conflicts. Microsoft Dynamics CRM can then determine which resources or combination of resources are available to perform a service at a specific date and time. In addition, you can set the days an organization is closed for holidays and other events, as well as exempt individual resources from the closure schedule.
Service Scheduling Scenarios

This section describes four service business examples. Compare your service business with the business descriptions of each example. Look for the example that most closely matches your service business. Individual Worker The Individual Worker service business scenario is a basic situation where you need to schedule an individual worker to meet with clients, customers, or other appointments. For this scenario, a business should meet the following characteristics: Individual workers meet clients one-on-one. The only facility needed is the worker's office. No other specialized equipment is required. Scheduling shared conference rooms or other resources is not required.
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Example businesses include: Tax consultant Public accountant Attorney Social worker Psychologist
Shift Work and Skills

The Shift Work and Skills service business scenario is a business where you need to schedule workers who have different skill sets working in different time shifts. For this scenario business should meet the following characteristics: Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers are working in different shifts. Each shift worker has their own work space. For example, the day shift worker and the evening shift worker can use the same work space, equipment, and other facilities because the day and evening workers will not be there at the same time. No other specialized equipment is required. Scheduling shared resources is not required.
Example businesses include: A car repair business Electronics repair Blood donation center
Complex Schedule
The Complex schedule service business scenario is a business where you need to schedule workers who have different skill sets, working with specialized equipment, and located at different sites. For this scenario business should meet the following characteristics: Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers are working in different shifts. Workers are located at different business sites. Each worker can do their job in multiple locations (but, of course, they can only be in one place at a time). For example, a worker can move from one office or work location to another.
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More than one work-place site (such as multiple offices, or shops). Scheduling shared resources such as specialized equipment is required.
Example Businesses include: A dentist office complex with one or more dentists, dental assistants and technicians with various certifications, specific equipment requirements. Multiple service facilities in different locations where scheduling is centralized. Hospital Emergency Room facility.
Outbound Services
The outbound service business scenario scheduling is a business where you need to schedule workers who have different skill sets, work with assigned equipment, and work on location. For this scenario business should meet the following characteristics: Various workers may have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers may be working in small teams. Workers may be working in different shifts. Workers do their job on location at the customer site. Each key worker may be assigned their own equipment, such as a service van. Scheduling shared resources such as specialized equipment may be required. Travel time between jobs must be considered during scheduling. Job site proximity must be considered during scheduling. For example, you would not schedule a worker to travel across town from one job site to another if another worker is closer. (Unless some specialized work or equipment is involved).
Example Businesses include: Construction Maid Services Landscaping services Carpet installation
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Service Scheduling Process Flow

One of the major points of commonality across service businesses is the way they all participate in a similar service life cycle that runs from: Planning Scheduling Delivery Follow Up Record service delivery statistics Determine what satisfies customers Enroll customers in appropriate marketing campaigns Access to customer and solution information Infrastructure for collaboration (internal and customer) Record details of service (including labor and materials) Bill for service Determine availability of staff and resources Identify best staff resources Assign staff and resources Prioritize service work appropriately Escalate service work appropriately Maintain SLA compliance Define service offerings Define staffing and resource schedule constraints Analyze processes, performance, and profitability Evaluate staff performance Planning Scheduling Delivery Follow-up
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Demonstration
Scenario Adventure Works Cycle has recently implemented Microsoft Dynamics CRM, and must add users and resources to the work schedule in Microsoft Dynamics CRM, so that they can be scheduled for services. Adding users is part of the Microsoft Dynamics CRM Installation, and discussed in the Installation and Configuration Course. As soon as users and resources are added to the schedule, the service administrator must determine the type of work that is to be scheduled and sold to customers. The service must then be entered into Microsoft Dynamics CRM. Before saving the service the Service Scheduling Manager must define a selection rule to determine how resources are selected for service activities. The service scheduler can now begin to schedule services for Customers of Adventure Works Cycle. At the end of the day, the Service Scheduling Manager takes a few minutes to review a report of the volume of service activities. 1. Enter a new service in Microsoft Dynamics CRM. The Service is for Wheel Alignment. 2. Define the resource selection rules for the service. For this example, Mathew Pereira the Bike Technician is the only resource required to perform this service. 3. Schedule a service for the Brown Bicycle Company in Microsoft Dynamics CRM, for the next available time slot. 4. Open up the service activity volume report.
Creating a Service
You can schedule services with your customers as service activities. Follow these steps to create the service: 1. Log on to the Microsoft Dynamics CRM Web Application: User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Settings. 3. Under Settings, click Settings, and then in the Settings area click Services. 4. On the Actions toolbar, click New. 5. On the General tab, enter information in the following fields: Name: Wheel Alignment, Initial Status Reason: Requested, Default Duration: 2 hours, Start Activities Every: 30 minutes, Beginning At: 8:00 AM
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6. Enter Wheel Alignment Service for 2005 and 2006 Bicycles into the Description box. 7. Save the Service.
Define the Selection Rule

For each service, define at least one selection rule and select one or more users, facilities, and equipment to perform it. Steps to add a simple selection rule: 1. On the Wheel Alignment Service form, click the Required Resources tab, and then double-click the first selection rule in the right pane. 2. In the Edit a Selection Rule dialog box, enter the following information. Quantity: 1. If you select All, then all the selected resources are included in the service activity. 3. Enter: Mathew Pereira, the Bike Technician, the only resource required to perform this service, into the Description. 4. Select Any Site, from the Selection Site list. This option defines whether the resources all must be from the same site or if they can be from any site in the business unit. 5. Click OK. 6. To add individual users, facilities, equipment, or teams to the selection rule, click Add Resources. 7. In the Look Up Records dialog box, select Mathew Pereira, and click OK. 8. Save and Close the Service form.
Schedule a Service
After your services and schedules are set up, you can schedule the services with resources and customers. Steps to schedule a service: 1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. 4. On the Schedule Service Activity form, enter the following information: Customer: Brown Bicycle Company, Service: Wheel Alignment, Resources: You can select Mathew Pereira's record from a filtered list in the Form Assistant pane, or you can click lookup to search for the record. 5. Click Find Available Times. The next available times are displayed.
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6. Under Available Times, select on the service that has a scheduled start time of 8:00 AM. 7. Click Schedule. Enter: Wheel Alignment for Brown Bicycle Company, into the Subject. 8. Click Save or Save and Close. 9. Next, enter the following information into the service calendar: Look for: Wheel, Type: Service Activity, and then click Find. 10. Locate and Open the Wheel Alignment for Brown Bicycle service activity.
Service Scheduling Reports

There is one default report provided for service scheduling, the Service Activity Volume report. This report tracks the patterns in service activity volume. If the default reports do not provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft Office Excel. Steps to run a report: 1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, Select Workplace, then Reports, in the Reports area change the category. 3. Change the Category to: Service Reports, and select All as the Entity. 4. Select the Service Activity Volume Report. 5. On the Actions toolbar, click More Actions, and then click Run Report.
Summary
The intent of this lesson was to provide an overview of the functionality available in Microsoft Dynamics CRM to help organizations track the service scheduling process. The lesson demonstrated the following functions: Creating and defining services Adding resources to those services Scheduling services Running report to check for service activity levels
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Lab 20.1 - Scheduling Terminology

Scenario
Challenge Yourself
Instructions In this lab, users match descriptions of the Scheduling Terminology. Time Type Time Block Calendar Resource Resource Group Appointment Schedule Capacity
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A B C D E F G H
Used to describe a time span, and may also contain additional properties. Used to describe a schedulable entity that has its own calendar and restraints. Used to describe a set of rules that describe working hours or schedule. Used to describe a commitment representing a time interval bound to a set of resources. Used to describe the primary engine interface that is a core component of the Service Management module. Used to describe a collection of resources that supports partial scheduling for group members. Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment. Used to describe Free/busy/working hours and tentative times.
Need a Little Help?

Scheduling Terminology Time Type Time Block Calendar Resource Group Appointment Schedule Capacity Description A H C F B E G
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A B C D E F G H
Used to describe a time span, and may also contain additional properties. Used to describe a schedulable entity that has its own calendar and restraints. Used to describe a set of rules that describe working hours or schedule. Used to describe a commitment representing a time interval bound to a set of resources. Used to describe the primary engine interface that is a core component of the Service Management module. Used to describe a collection of resources that supports partial scheduling for group members. Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment. Used to describe Free/busy/working hours and tentative times.
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CHAPTER 21: SCHEDULING SERVICES FOR YOUR CUSTOMERS

Objectives
The objectives are: Navigate and book service activities in the Service Calendar Schedule a service activity for your customers This demonstration illustrates how to create and schedule a service activity using the Service Calendar in Microsoft Dynamics CRM. Close, cancel, or reschedule a service activity This demonstration illustrates how to reschedule a service activity. View service activities and appointments Set customer preferences for a service activity
Introduction
This lesson discusses the scheduling process and scheduling service activities in detail since they are key entry points in the scheduling process. The lesson begins with scheduling services, and then discusses the other activities related to scheduling.
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Scheduling Services
The Microsoft Dynamics CRM Service Scheduling feature uses the following concepts: Selection Rules: Groups resources into sets. These sets are then used to manage the scheduling and tracking of services. Resources: Includes people (workforce), equipment, facilities, and workforce teams. Resource Groups: Groups Individual resources such that when one resource is scheduled, all other resources belonging to the member group are also scheduled. For example: Users may group a driver and a particular vehicle. Then, when the driver is scheduled for a particular job, the vehicle is also scheduled.
Resources are users, facilities, or equipment that either perform the service or are required to perform a service. Individual resources have work schedules that define when they are available to work. Resource groups and teams are a pool of resources whose individuals can be scheduled in the same way. When the service is scheduled, anyone from the resource or group can be selected. Which resources are required to perform a service is defined in the service's selection rules. To schedule a service activity, users first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present users a list of available times. After users select the time users want, the service activity is added to the schedule.
Scenario
Before implementing Microsoft Dynamics CRM, Adventure Works Cycle's Service Scheduling team manually looked at a schedule to see who is available and when. With Microsoft Dynamics CRM, the Adventure Works Cycle Service Schedulers can select the Service and an approximate time; Microsoft Dynamics CRM determines which resources are available and when. A service activity is the actual appointment with the customer to complete a task. Microsoft Dynamics CRM Version 4.0 contains a scheduling engine that assists Adventure Works Cycle in scheduling service activities based on the information provided by the Service Scheduler.
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Navigating and Booking Service Activities in the Service Calendar

The Service calendar aids users by visualizing the organization's scheduling commitments and activities. The service activities calendar also provides the following: Views - Provides a number of helpful view ranges which means that the display does not change to accommodate a view nicely, it displays that amount of time. There are also other views: week and day. Ability to view, edit, and create items on the calendar. Ability to easily distinguish between various types of scheduled activities.
Users can use the service calendar that is available in the Service area to schedule services and appointments for the organization. In the calendar, users can do the following tasks and activities: View the organization's daily, weekly, and monthly schedule of appointments and service activities. View work schedules and service schedules for a variety of resources. Create new appointments and schedule service activities. Change the status of an existing service activity. Search for conflicts in the schedule.
NOTE: Microsoft Dynamics CRM locks the tables for the user so that unintentional overbooking is prevented. For example: More than one Microsoft Dynamics CRM user may attempt to book services at the same time, for the same resource.
Viewing Appointments and Service Activities

When you open the service calendar, a list of resources is displayed on the left side of the calendar in alphabetical order. If there are more than 50 resources, click the arrows to view the next page of resources. You can also use the clickable Index at the bottom of the list to jump to a specific letter in the alphabet. In the center of the page, a linear calendar displays the schedule for each resource. This display is divided into days and hours. Appointments and service activities appear in the linear calendar as labeled color blocks. Each color represents whether the time is for an appointment or a service activity, and also indicates the current status of the appointment or service activity.
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NOTE: Businesses may set up additional views. Users can navigate to the Online Help topics to view a legend of color and statuses used in the service calendar.
Viewing Details for Resources, Appointments, and Service Activities

Users can view the resources, appointments, and service activities for anyone in their organization. In the Type list, select Resources, and then in the View list select the desired resource view. To find a specific resource, in the Look for box, enter the first few letters of a name to search for a particular resource. The linear calendar displays the resource's schedule. To view the details of any resource, appointment, or service activity, select the record in the list to the left of the calendar. Then, at the bottom of the linear calendar (under the Zoom scale), click to expand the preview pane. Users can also double-click a record to open it. Using the Calendar Pane to Change the Date Display The Calendar pane appears on the right side of the calendar. To change the date, click a date in the Calendar control. Use the arrows on either side of the month to change the month displayed. In the Calendar pane, users can change the number of days that are displayed in the linear calendar by clicking any of the following options: Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day.
Users can use the Zoom scale to change how much of the calendar is viewable. For example, users can set the calendar to display an entire week, or a few hours. To view more of the calendar, click a tick closer to the plus end of the scale. To view less of the schedule, click a tick closer to the minus end of the scale. Users can select specific date ranges to view in the From and To lists.
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Changing the Gantt Chart On the right side of the main pane, users can view the resource's schedule in a Gantt chart. To change the time period displayed, either use the calendar in the left pane, or the From and To drop-down lists at the top of the page.
Booking Service Activities in the Service Calendar

In the Service area, the Service Calendar displays all the scheduled service activities and appointments as blocks of time in a linear view of the daily, weekly, or monthly calendar. Searching for an Available Time After selecting the service users want to schedule, they can select a combination of search criteria that includes the next available time, a specific time of the day or week, or times that are available by resource and site. If the customer's preferences have been entered in their record, they are offered in the Form Assistant pane as options for selection. If users do not find a suitable time, users can change the search criteria and search again.
After selecting the time the customer wants, schedule the time and save it as a service activity. The service activity appears on the Service Calendar. Users can also create a service activity without searching for an available time. Service Activity Conflicts During scheduling, an alert indicates a potential conflict. Users can choose to select another time, or book the service activity anyway. At any time, users can identify service activities or appointments with conflicts by clicking Show Conflicts on the Actions toolbar on the Service Calendar. Users can reschedule any Open or Scheduled service activity. Viewing Reports and Printing Service Information The default report for service activities is Service Activity Volume Detail. Using this report, you can track patterns in service activities volume. If the default reports do not provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft Office Excel. Like all other activities in Microsoft Dynamics CRM, resources can print their individual service activity with all relevant detail. This is especially important for outbound field technicians. The data selected to print is displayed in a Print Preview form. From the Print Preview form, the document can be sent to the printer using the print icon or the Print Preview form can be closed.
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NOTE: There is no direct command to print a list of appointments. Use Advanced Find to search for a list of appointments and then print the search results. Exporting Service Information Microsoft Dynamics CRM provides integration with Microsoft Office products such as Excel. Service records can be exported to Excel, from any screen where the Excel icon is displayed.
Demonstration: Create and Schedule a Service Activity Using the Service Calendar
The Service Scheduler received a telephone call from the owner of A Bike Store. A Bike Store has several bicycles that require a simple tuning, and would like Ben Burton the Eastern Region Bike Service Technician to perform the tuning. A Bike Store has limited availability and would like the service scheduled in the morning, preferably at 8:00 am, so all tunings can be completed before opening for business at 9:00 am. Goal Description Schedule a service activity for A Bike Store in Microsoft Dynamics CRM using the Service Calendar.
Demonstration Steps
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. NOTE: If you click New and then Service Activity you create a service activity without checking for available times. 4. Enter the following information into the Schedule Service Activity form: Customers: A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center 5. Click Find Available Times. The next available times are displayed. 6. Select 8:00 AM the next day as the Scheduled Start time for the appointment. 7. Click Schedule.
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8. Enter the following information into the Service Activity form: Subject: Bicycle Tuning for A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center. 9. Save and Close the service activity. 10. In the Navigation Pane click Service Calendar, and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: All Activities. 11. Click Find. 12. Open and review the service activity.
Scheduling Service Activities

A service activity is a scheduled service that requires a resource, a service, and a time in the schedule. Users can either search for an open time using search criteria, which at a minimum includes selecting a service, or they can define a more complex set of criteria. Users can also create a service activity without checking for conflicts in the scheduled service. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.
Procedure: Schedule an Activity for the Next Available Time

Use this procedure to find the next available times for a service. This is the fastest way to schedule a service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Duration 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.
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4. Click Find Available Times. The next available times are displayed. 5. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter any additional information about the service activity. 7. On the Details tab, select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and Sub-Category. 8. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.
Procedure: Find and Schedule a Service Activity for a Specific Time Period
Use this procedure to find the next available time based on a specific date, or range of dates, within the next day, week, or month. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records.
4. Select criteria for the times you want under: Duration 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.
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5. Click Find Available Times. The next available times are displayed. 6. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. Clicking the service or resource opens the related form. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 7. On the Service Activity form, enter additional information about the service activity. 8. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and SubCategory. 9. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.
Procedure: Find an Available Time for a Specific Resource, Site, or Other Criteria
Use this procedure to find the next available time in the schedule of a specific user, facility, or equipment. For example, if a customer wants the head mechanic to work on a bicycle, you can search the head mechanic's schedule for the next available time. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records. Resources Locate and select the user, or facility and equipment to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records.
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Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration.
4. Click Find Available Times. The next available times in the selected resource's schedule are displayed. 5. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. Click the service or resource links to open the related form. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter additional information about the service activity. Subject You must enter a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. You can save the service activity now, or continue to add information. Customers If the service activity is for a customer, you can locate and select the account or contact by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Location Enter an address or room number where the service activity will occur. Show Time As To change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Potentially, forced service activities and appointments may conflict. Site Changing the Site after selecting a time for the service activity is not recommended. Resources are assigned to sites. If the selected resources are not available at the selected site, conflicts may occur. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes Add additional (optional) information about the customer and service activity in this area. For example, enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 7. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity and record a Category and SubCategory. 8. Click Save or Save and Close.
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The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.
Procedure: Create a Service Activity Without Checking for Conflicts

Use this procedure to create a service activity. If you save this service activity without finding available times in the schedule, then the service activity appears on 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 left-over time from a previous service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click New, and then click Service Activity. 3. On the Service Activity form, enter the following information: Subject Type a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. Service Locate and select the service you want to schedule by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. 4. You can enter additional information about the service activity in the following fields. Customers If this service activity is for a customer, locate and select the account or contact by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Resources Locate and select the user, or facility and equipment to schedule by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Location Enter an address or room number where the service activity will occur. Show Time As To change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Forced service activities and appointments might conflict.
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Site Locate and select the site for the service activity. Sites are defined in Microsoft Dynamics CRM and assigned to resources. Only resources from the same site can be selected. To record a specific room or address of the service activity, enter information in the Location box. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. 5. Under Scheduling Information, you must enter the Start Time and End Time, but the other information is optional. Start Time and End Time Select the date and times when the service activity starts and ends. The Duration box is updated to the length of the service activity. If you select a different duration, the End Time is adjusted. If this is an all-day event, click All Day Event. An all-day event is the entire working day of the selected resource. If the resource works 8 a.m. to noon, then an all-day event is four hours. Duration You can add additional time to the end of a time slot by changing the duration. The default duration is determined by the selected service. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 6. On the Details tab, select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and Sub-Category. 7. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar and on the calendar in the Workplace and Activities areas.
Close, Cancel, or Reschedule a Service Activity

If a service activity is completed, it can be closed and marked for billing. If the service activity is not completed, it can be cancelled. If the customer wants to reschedule the activity, users can search for a new timeslot. NOTE: The service activity appears in the Service Calendar color-coded with its current status and the subject of the service activity.
Procedure: Close or Cancel a Service Activity

1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and open the service activity to close. 3. On the Actions menu, click Close Service Activity.
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4. In the Service Activity Close Confirmation dialog box, in the Status list, do one of the following: If the service activity is completed and can be billed, select Completed. If the service activity will not be completed and cannot be billed, click Canceled. If the customer never arrived and the service activity cannot be billed, select No Show. 5. Click OK. 6. On the Standard toolbar, click Close.
Rescheduling a Service Activity

When rescheduling a service activity, the flow is similar to scheduling. The user can make adjustments to a service that has been booked and the system ignores this booking when calculating availability. Procedure: Rescheduling a Service Activity 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and select the service activity to reschedule. 3. On the Actions toolbar, click Reschedule. 4. On the Schedule Service Activity form, change information as needed. 5. Click Find Available Times. Microsoft Dynamics CRM returns a list of all the available time slots that meet the criteria on the form. If you do not find a suitable time slot, change the criteria and try again. 6. In the Available Times list, select a time slot. 7. Click Schedule. 8. Click Save or Save and Close.
Demonstration: Reschedule a Service Activity

NOTE: This demonstration is a continuation of the Demonstration: Create and Schedule a Service Activity Using the Service Calendar
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Scenario The Service Scheduler received a telephone call from the owner of A Bike Store. A Bike Store has just spoken to another Service Scheduler at Adventure Works Cycle and needs to reschedule the simple tuning. A Bike Store still wants Ben Burton, the Eastern Region Bike Service Technician, to perform the tuning. However, they want to reschedule for any time after 2:00 pm the day after the original service activity was scheduled to occur. Goal Description Reschedule the Bicycle Tuning service activity for A Bike Store in Microsoft Dynamics CRM using the Service Calendar.
Demonstration Steps
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. Enter the following information to locate the service activity for A Bike Store: Look for: bicycle, Type: Appointment and Service Activity, View: My Activity. 4. Click Find. 5. Open and review the service activity. 6. On the Actions toolbar, click Reschedule. 7. On the Schedule Service Activity form, change the Scheduled Start time to 2:00 pm on the following day. 8. Click Schedule. 9. Click Save or Save and Close. 10. Navigate to the Service Calendar and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: Search results. 11. Click Find. 12. Open and review the service activity to confirm the service for A Bike Store.
View Service Activities and Appointments

Users can view service activities and appointments in both the calendar in the Workplace area or in the Service Calendar in the Service area. In the calendar in the Workplace area, users can only view, create, or edit new service activities and appointments. In the Service Calendar in the Service area, users can manage resources, search for conflicts, and change the status of service activities.
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Procedure: View Service Activities and Appointments
The workplace calendar displays the appointments and service activities to which the user is the participant. 1. View the Calendar in the Workplace. The workplace calendar displays the appointments and service activities to which you are a participant. 2. In the Navigation Pane, click Workplace, and then under My Work click Calendar. 3. On the calendar, you can change the view by doing any of the following: Change the calendar view. Under Calendar Views, click one of the views: Month The calendar displays a monthly calendar. Week The calendar displays a 7-day week. Day The calendar displays the hours for a single day. 4. View a summary of an appointment. On the calendar, place the cursor over the appointment. 5. View or edit the details of an appointment. On the calendar, click the appointment link. The Appointment form opens. 6. Change the dates displayed on the calendar. On the calendar control, click the arrows or a specific date. 7. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 8. Refresh the calendar. In the top right corner of the calendar, click Refresh.
Procedure: View the Service Calendar

The Service Calendar displays the appointments and service activities for the organization. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the calendar, you can change the view by doing any of the following:
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Change the calendar view. Under Calendar Views, click one of the views: Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day.
View a summary of an appointment or service activity. On the calendar, place the cursor over the appointment or service activity. 3. View or edit the details of an appointment or service activity. On the calendar, double-click the appointment. The Appointment form opens. 4. Change the dates displayed on the service calendar. On the Calendar control, click the arrows or a specific date. 5. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 6. Refresh the calendar. In the top-right corner of the calendar, click Refresh.
Procedure: Change the Status of a Service Activity

After a service activity is created, you can change the service activity. The status of a service activity is displayed in the Service Calendar and the Workplace calendar. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Service Calendar select the service activity you want to change. 3. On the Actions toolbar, click Change Status. 4. In the Change Status dialog box, in the Show Time As list, select the new status, and then click OK. The status of the service activity is updated and the color of the service activity time slot changes.
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NOTE: Closing a service activity causes the activity to become read-only and cannot be edited. Procedure: Check the Schedule for Schedule Conflicts Microsoft Dynamics CRM indicates service activities with conflicts on the Service Calendar by outlining them in red. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Show Conflicts. The button label changes to Hide Conflicts and any service activities, appointments, or resources that have scheduling conflicts are outlined in red.
Setting Service Activity Preferences for Customers

Users can provide personalized customer service for customers by recording their preferences regarding services and service times. These preferences become the default criteria the next time that a service activity is scheduled for the customer and they are offered in the Form Assistant pane. Procedure: Setting Customer Preferences for a Service Activity 1. In the Navigation Pane, click Settings, and then under Customers, click either Accounts or Contacts. 2. In the list, open the desired record. 3. Under Details, click Information. 4. On the Administration tab, under Service Preferences, select the customer's preferred time and day for appointments. 5. Click the Preferred Service, Preferred Facility/Equipment, or Preferred User box to search for the appropriate record by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. 6. Click Save or Save and Close.
Summary
Service Scheduling allows for schedulers to be kept up-to-date and informed with calendars views that enable the scheduler to clearly see: Weekly scheduled service activities Monthly scheduled service activities Daily scheduled service activities
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The service calendar also enables schedulers to save time by providing up-to-date information about schedulers unavailable days and times. Scheduling services in Microsoft Dynamics CRM provides the tools that let users organize and keep track of resources, resource schedules, time off and company closures.
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Test Your Knowledge

Service Activity Calendar
1. What does the service activity calendar supply? (Select all that apply.) ( ) a. Ability to view, edit, create, and delete items on the calendar. ( ) b. Ability to see the resource's Outlook Calendar. ( ) c. Ability to see monthly view a primary view for Work Calendars for an individual resource. ( ) d. Ability to easily distinguish between various types of calendar tasks.
Viewing the Service Calendar

2. What are the visual aids the service calendar provides? (Select all that apply.) ( ) a. The Appointment book has different colors/shading to indicate status. ( ) b. The From and To boxes can be used to change the date range. ( ) c. The Hold Resource button can be used to reserve resource. ( ) d. The Thumbnail view lets users see items multiple.
Information Search
3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided ( ) d. Date of service
Service Calendar Menu

4. What menu option do users use to book service activities in the Service Calendar? ( ) a. Action menu Schedule ( ) b. Action menu Add Related ( ) c. Action Menu Find ( ) d. Action menu Book
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Service Activity
5. What must users indicate to schedule a service activity for a requested time? (Select all that apply.) ( ) a. Customer ( ) b. Resource ( ) c. Requested time ( ) d. Description of the service activity
Data Entry
6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots ( ) d. The more information, the more available timeslots
Resoving Service Activity

7. 7. What resolution actions can be taken on a service activity? (Select all that apply.) ( ) a. It can be closed ( ) b. It can be marked for billing ( ) c. It can be marked On Hold ( ) d. It can be marked Expired
Rescheduling
8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity ( ) c. Scheduling a service activity ( ) d. Putting a service activity On Hold
Activity Changes
9. What can users change about service activities? (Select all that apply.) ( ) a. Resource ( ) b. Time and date ( ) c. Status ( ) d. Priority
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Service Activite Views
10. What are some views that are available for Service Activities? (Select all that apply.) ( ) a. My Service Activities ( ) b. My Rescheduled Activities ( ) c. Closed Service Activities ( ) d. Canceled Service Activities
Customer Preferences
11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected ( ) c. They are defaulted ( ) d. They are left blank
12. What can customer preferences include? (Select all that apply.) ( ) a. Preferred Service ( ) b. Preferred Facility/Equipment ( ) c. Preferred Payment terms ( ) d. Preferred User
Advanced Find
13. What are some of the features of Advanced Find? (Select all that apply.) ( ) a. Users can choose Criteria ( ) b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find ( ) d. Users can sort the resultant records
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Lab 21.1 - Scheduling a Service Activity for a Case

In this Lab users create new services in Microsoft Dynamics CRM. Scenario The East Region Service Scheduler at Adventure Works Cycle handles all customer service requirements for the eastern region. To manage the services business, the Service Scheduler schedules service appointments effectively based on resources available and the priority of the request. The Service Scheduler functions in a dispatcher role, controlling the field technicians so that maximum service efficiency is achieved with minimum cost. Goal Description The Service Scheduler must create a Total Overhaul service activity for Eleventh Bike Store based on the Wheel Alignment Problem case. The service activity is regarding the Overhaul Activity for Eleventh Bike Store, and it must be created as soon as possible. The Site location for this service is the Eastern and Central Region Service Center, and the Resource is Chris Perry.
Challenge Yourself!
Using the information above, create the service activity from the case. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Roger Pa$$w0rd
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Need a Little Help?
Instructions Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. 1. Navigate to Service, and select the Case titled Wheel Alignment Problem. Case Number: CAS-01035-GWF0S8. 2. Open the Case. 3. On the Actions bar, click Add Activity, and then select Service Activity. 4. Complete the Service Activity form, and schedule the activity.
Step by Step
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger, Password: Pa$$w0rd. 2. In the Navigation Pane, click Service. 3. Click Cases. Change filter to Active Cases. 4. Open the case titled Wheel Alignment Problem the case number is: CAS-01035-GWF0S8, for the customer Eleventh Bike Store. 5. To schedule a service activity for this case, click Activities on the left side of the case window. 6. Click New Activity. From the options available in the dialog box that displays, select Service Activity. 7. Fill in the subject as Overhaul activity for Eleventh Bike Store for the service activity. Select Total Overhaul as the service. 8. Click Schedule on the top menu bar. 9. Set the start date as As soon as possible and the start time as Any time. Click Find Available Times. 10. The search results show a list of possible service scheduling options. Select the topmost slot and click Schedule. 11. Save and close the activity window. The activity has been scheduled for this case and assigned to Chris Perry, the Bike service technician.
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Lab 21.2 - Create and Schedule a Service Activity

In this Lab users create a new service and add resource, site, and time information Microsoft Dynamics CRM. Scenario Cycles and Scooters has just contacted Adventure Works Cycle; they are having a conference for Bike Technicians. They want to schedule a four-hour training session to take place in the afternoon during the conference. The conference is happening during the next week. Goal Description Create a service activity for a Bike Training service for Cycles and Scooters. Judith Walker, the Western region Bike service manager, is the best available resource for this service.
Challenge Yourself!
Using the information above, create a new service and add resource, site, and time information. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Roger Pa$$w0rd
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Need a Little Help?
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. 2. Navigate to the Calendar area and create a new Service Activity named Bike Training Service for Cycles and Scooters. Use the information in the following table to complete the form. Save and close the Service Activity form when finished. <a name=OLE_LINK2>Service Site Customer Resources Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker
3. Click Schedule. 4. Use the following table to complete the form. Duration Start Date Start Time Customer Use Default Duration As Soon as Possible Range of Times Judith Walker
5. Save and close the Service Activity form when finished.
Step by Step
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger. Password: Pa$$w0rd. 2. Navigate to the Calendar area. Use this page to view or create appointments by the day, week, or month. 3. Select Create a New: Service Activity. The Service Activity form opens.
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4. Use the information in the following table to complete the Service Activity form. You can type the information you are looking for in the Look For box, and then click Find. Then, select the records you want from the Available records list, and move them to the Selected records list. Subject Service Site Customer Resources Bike Training Service for Cycles and Scooters Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker
5. Click Schedule. 6. Use the following table to complete the form and then click Find Available Times. Duration Start Date Start Time Resources Use Default Duration As Soon as Possible Range of Times Judith Walker
7. Schedule the Service to start at 1:00 PM one week from today's date, and the schedule ends at 4:00 pm. To find an available time select the arrow to move to the records displayed on Page 2. 8. Save and close the Service Activity form when finished.
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Lab 21.3 - Following Up on Appointments, Adding Notes, and Changing Service Statuses
In this Lab users add notes and change the status of a service activity. Scenario Chris Perry is a bike service technician in the field. He has a schedule of service appointments prepared by the service manager. He executes service appointments and updates the status. When the calendar loads, Chris will see all his scheduled (but not yet completed) appointments. Goal Description Chris has completed a service appointment Removing and Replacing the Cogs for the customer More Bikes! And he wants to change the status and add his notes to this appointment. Steps
Challenge Yourself!
Using the information above, add notes and change the status of the service activity. Log on to the Microsoft Dynamics CRM Web Application as Chris Perry. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Chris Pa$$w0rd
Need a Little Help?

1. Log on to the Microsoft Dynamics CRM Web Application as Chris Perry. 2. Navigate to the appointment Removing and Replacing Cogs. 3. Open the service appointment and add a notes explaining that the service has been successfully completed.
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4. Change the status of the service activity to completed. 5. Close the record.
Step by Step
1. Log on to Microsoft Dynamics CRM Web Application as Chris Perry. User ID: Chris, Password: Pa$$w0rd. 2. Chris has completed the service appointment Removing and Replacing the Cogs for the customer More Bikes! And, he wants to change the status and add his notes to this appointment. 3. In the Activities view, you will find the activity Removing and replacing the cogs. 4. Open the service activity. Add the note Successfully replaced cogs in the Notes section. 5. Click Actions on the top menu, and click Close Service Activity. Select Completed from the Status drop-down list and click OK to save the changes. 6. Close the window.
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2.
3.
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Solutions
Test Your Knowledge
Service Activity Calendar
1. What does the service activity calendar supply? (Select all that apply.) () a. Ability to view, edit, create, and delete items on the calendar. ( ) b. Ability to see the resource's Outlook Calendar. () c. Ability to see monthly view a primary view for Work Calendars for an individual resource. () d. Ability to easily distinguish between various types of calendar tasks.
Viewing the Service Calendar

2. What are the visual aids the service calendar provides? (Select all that apply.) () a. The Appointment book has different colors/shading to indicate status. () b. The From and To boxes can be used to change the date range. ( ) c. The Hold Resource button can be used to reserve resource. ( ) d. The Thumbnail view lets users see items multiple.
Information Search
3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided () d. Date of service
Service Calendar Menu

4. What menu option do users use to book service activities in the Service Calendar? () a. Action menu Schedule ( ) b. Action menu Add Related ( ) c. Action Menu Find ( ) d. Action menu Book
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Service Activity
5. What must users indicate to schedule a service activity for a requested time? (Select all that apply.) () a. Customer () b. Resource () c. Requested time ( ) d. Description of the service activity
Data Entry
6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots () d. The more information, the more available timeslots
Resoving Service Activity

7. 7. What resolution actions can be taken on a service activity? (Select all that apply.) () a. It can be closed () b. It can be marked for billing ( ) c. It can be marked On Hold ( ) d. It can be marked Expired
Rescheduling
8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity () c. Scheduling a service activity ( ) d. Putting a service activity On Hold
Activity Changes
9. What can users change about service activities? (Select all that apply.) () a. Resource () b. Time and date () c. Status ( ) d. Priority
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Service Activite Views
10. What are some views that are available for Service Activities? (Select all that apply.) () a. My Service Activities ( ) b. My Rescheduled Activities () c. Closed Service Activities () d. Canceled Service Activities
11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected () c. They are defaulted ( ) d. They are left blank
12. What can customer preferences include? (Select all that apply.) () a. Preferred Service () b. Preferred Facility/Equipment ( ) c. Preferred Payment terms () d. Preferred User
Advanced Find
13. What are some of the features of Advanced Find? (Select all that apply.) () a. Users can choose Criteria () b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find () d. Users can sort the resultant records
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CHAPTER 22: MAINTAINING USERS AND RESOURCES

Objectives
The objectives are: Understand the concepts of scheduling users and other resources in Microsoft Dynamics CRM Set up a schedule for a user, facility or equipment Create, and add users, facility, or equipment to a resource group View schedules for resources Remove resources from the scheduled services Create, edit, or add members to a site Set or edit business closures
Introduction
This lesson discusses the scheduling administration, set up process, and administrative activities in detail since this is a key entry point in the scheduling process. The lesson begins by selecting the working hours for the business, resources and so on, and then discusses the other activities related to ensuring that the scheduling engine as all required information to begin the scheduling process.
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Scenario
Situation Scheduling appointments is primarily a manual operation for Adventure Works Cycle, who uses a spreadsheet to track service activities. Because of the manual scheduling process, they could not effectively manage how resources are used, and they frequently find themselves with a limited number of resources when they deliver services to their customers. Goal Description Adventure Works Cycle's existing service scheduling processes must be migrated to Microsoft Dynamics CRM Service Scheduling to enable them to maximize their business objectives. For example, Adventure Works Cycle wants to reach maximum use of resources, facilities, and equipment when delivering services to their customers. To ensure that the availability of resources can be factored into availability searches, the Service Scheduling Manager must set up the following information in Microsoft Dynamics CRM: 1. Business closure dates. 2. Resources, for example, workforce and facilities/equipment that participate in the scheduling process. 3. Group Resources. For example: any resources from the group all resources from the group a subset of resources
4. Multi-locations or site requirements, including proper resource selection and handling of time zones. 5. Verify service proposals.
Scheduling Users and Other Resources for Services

Resources are the users who can provide a service, and the equipment and facilities required to provide the service to customers. Microsoft Dynamics CRM can manage the schedules, the services to be performed, and the availability of workforce. When the skills of the personnel are combined with the correct equipment and facilities required to perform services, a comany can improve the efficiency with which it schedules and provides services to customers.
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Selecting the Resources that Perform Services For each service an organization offers, select the resources required, either as individual resources or as resource groups, to perform the service. To select resources, create selection rules for the service that details what combination of individual personnel, equipment, and facilities, or resource groups is required when someone schedules this service. For example, you can set up a rule that a bike repair requires a bike technician and a specific set of tools. If you have groups of resources with similar skills or skill levels that can be scheduled interchangeably, you can create resource groups for easier selection. For example, you can put all the repair technicians into a technicians resource group. When you are defining the selection rules for your services, you select only the technicians group instead of the individual technicians. You can set up services and resources so that the Microsoft Dynamics CRM can consider different size facilities or the experience levels of users when a service a scheduled. This is known as capacity scheduling. Capacity is a relative unit that you define. For example, in a bicycle repair shop, if a repair bay has the capacity of four units and a bike inspection requires one unit, the repair bay can accommodate four bike inspections at the same time. Capacity can also measure skill level. For example, a junior bike technician has a capacity of one unit and a senior technician has the capacity of two units. A bike inspection requires two units, therefore, it takes either two junior technicians or one senior technician to perform an inspection. Defining when Your Resources are Available You can manage the schedule of individual resources by scheduling the availability of each resource. This includes vacations, time-off, working hours, capacity, and maintenance. You can view the schedule for resources, compare it to other schedules, and check for conflicts. With this information, when you schedule a service, Microsoft Dynamics CRM determines which resources or combination of resources are available to perform the service at a specific date and time. Scheduling Organization-wide Closures You can set the days the organization is closed for holidays and other events. You can also exempt individual resources from the closure schedule.
User Work Schedules

Setting up work schedules in Microsoft Dynamics CRM enables schedulers to benefit by being able to factor the users, facility, and equipment schedule into availability searches when scheduling service activities.
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Note the following when working with schedules: 1. Weekly Schedule form, which can be used to set a resource's: Working hours Working days Date ranges Time zone
2. Scheduling Administrator, which can set a recurring schedule that can be the: Same for each work day Varied with each day
Users Working Hours By default, when users are created or upgraded, they have a 24 hour per day, 7 days per week working calendar, but are not linked to the business closures calendar. In Microsoft Dynamics CRM, a billing day is based on the working hours set up in personal options. For example, if the start time is 8:00 AM and the end time is 5:00 PM, the work day has nine billable hours. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should observe business closures or not. For more information, refer to the Business Closures Section.
Procedure: Set or Change Working Hours for a User, Facility, or Equipment

1. In the Navigation Pane, click Settings. 2. In the Settings area, click Business Unit Settings, and then click either Users or Facilities/Equipment. 3. In the list, open the resource record to modify. 4. Under Details, click Work Hours. 5. 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. 6. In the Edit Weekly Schedule dialog box, select one of the following and then click OK. a. This date only Changes only the date selected. If you select this option, skip to step 9. b. Edit from this date onward Changes only the schedule going forward. c. Edit the weekly recurring schedule Changes the entire schedule from the start to end date.
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7. In the Weekly Schedule dialog box, select one of the following: a. Are the same for each working day The new schedule is the same for every day of the week. After selecting this option, select the days of the week when the resource is available. b. Vary by day The new schedule is different for one or more days of the week. After selecting this option, select the days of the week when the resource is available. 8. Click the work hours link for the schedule you want to modify. If working hours have not been set previously, the link is displayed as Set Working Hours. 9. In the Work Day dialog box, complete the following fields: a. Start Select the time the work day starts. b. End Select the time the work day ends. 10. Select the days of the week when this schedule is effective. Click OK. 11. Click Save or Save and Close. NOTE: There are three different types of schedules that can be set up: weekly, monthly, and daily.
Procedure: Schedule a Break for a User or a Daily Unavailability for a Facility or Equipment
You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a service activity. For a user, this could be a break or lunch. For a facility or equipment, this could be for daily maintenance. You can schedule one or more breaks for each work day. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, then in the Settings area click Business Unit Settings, and then click Facilities/Equipment. 3. In the list, select the facility, equipment, or user to modify. 4. Under Details, click Working Hours. 5. Do one of the following: To add a break to a single work day On the calendar, double-click the specific day you want to modify. On the Edit Weekly Schedule page, select This date only, and then click OK. To add a break to an entire schedule
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On the calendar, double-click on the first day of the schedule you want to modify. On the Edit Weekly Schedule page, select from this date onward, and then click OK.
6. On the Set Working Hours dialog box, beside the time period in which you want to add a break, click Add Break. A 15-minute break is added in the middle of the selected time period. 7. 8. 9. 10. Adjust the start and end times as needed. Repeat steps 6 and 7 as needed. Click OK. Click Save or Save and Close.
Schedule Time Off or Temporary Unavailability You can schedule a period of time in the middle of an existing 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 an equipment failure.
Procedure: Schedule Time Off or Temporary Unavailability

Procedure: Schedule Time Off, or Temporary Unavailability 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, then in the Settings area click Business Unit Settings, and then click Facilities/Equipment. 3. In the list, open the facility and equipment to modify. 4. Under Details, click Working Hours. 5. On the Monthly View tab, select a date on the calendar. 6. On the Actions toolbar, on the New menu, click Time Off. 7. In the Time Off dialog box, complete the following boxes: Reason Type a short explanation for the resource's absence. The text appears in the resource's Working Hours calendar view and on the Service Calendar. All Day If the resource is available for part of one or more days and you want to select specific hours, clear this check box. If the resource is unavailable for the entire day (midnight to midnight) of all of the days, select this check box.
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Start Time and End Time If the All Day check box is selected, the resource is unavailable from midnight to midnight for the selected dates. Otherwise, you can set specific start and end times. Duration If you do not want to calculate the end date, select the number of days the resource is unavailable. Microsoft Dynamics CRM automatically calculates the end date and time. Time Zone If the resource is not in the same time zone as the rest of the organization, you can select the time zone. Microsoft Dynamics CRM automatically adjusts the times on the calendars.
8. Click OK. In the working hours calendar and the Service Calendar, affected days are marked with a red block. NOTE: When the time off expires, the previous schedule continues. You can also create new schedules, breaks, and time offs from the New menu on the Actions toolbar.
Procedure: Restrict when a Resource can be Scheduled for a Service

You can restrict when a resource is available for a specific service. The resource is still available for scheduling service activities for other services. 1. In the Navigation Pane, click Settings. 2. In the Settings area, click Business Unit Settings, and then click either Users or Facilities/Equipment. 3. In the list, open the resource record to modify. 4. Under Details, click Work Hours. 5. On the Monthly View tab, double-click a date on the calendar that is either the first day you want to restrict the service or a date in a recurring schedule. 6. On the Edit Weekly Schedule dialog box, select one of the following options and then click OK. This date only Changes only the date selected. If you select this option, skip to step 8. Edit from this date onward Changes only the schedule going forward. Edit the weekly recurring schedule Changes the entire schedule from the start to end date. 7. On the Weekly Schedule dialog box, click the work hours link for the schedule you want to modify. 8. On the Work Day dialog box, click the Service Rules tab. 9. On the Actions toolbar, click New.
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10. On the Service Restriction dialog box, locate and select a Service. Click the lookup icon to search for a record. 11. In the Start Time and End Time lists, set the time when the facility or equipment is not available, and then click OK 12. Click OK, to close the Work Day dialog box. 13. Click Save or Save and Close. Adding a New Facility or Equipment Facilities and equipment are used for service scheduling. New facilities and equipment are added to Microsoft Dynamics CRM from the Facilities/Equipment form. NOTE: You must have system administrator security privileges to add facilities or equipment.
Procedure: Add a New Facility or Equipment

1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click Facilities/Equipment. 3. On the Actions toolbar, click New. 4. On the form, enter information in the following fields. Name Type a name with a length of 100 characters or less. The name should be meaningful and unique. By default these records are sorted by name in the Facilities and Equipment area and in the Service Calendar area. Time Zone You can select a different time zone if the facility or equipment is in a time zone that is different than that of the main business unit. Business Unit This field is filled in automatically with the business unit. If the facility or equipment is part of a different business unit, you can change this information. Click Lookup to search for another business unit. 5. Click Save or Save and Close. NOTE: You can also select a Site for the facility or equipment. This is important if you have more than one site to make sure that all of the resources are at the same site for a service activity If you want someone to receive an e-mail message regarding this resource, for example the equipment manager, enter a valid Primary E-mail address. You can enter a detailed description of the facility or equipment, including model numbers, room size, or other identifying information.
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Time Zones Some organization's sites might exist in multiple time zones. The service appointment has a time zone, also known as the corresponding appointment location. Note the following factors when considering time zones: Appointment times Time conversion
Generally, the organization considers the appointment time in terms of where the customer visits or is located for the appointment. It might be the time zone of the customer for out bound service calls. The time zone of the target site is considered when converting time into local time for presentation of appointment time information. For example, the scheduler is able to communicate local time information to the customer. NOTE: Use the Set Working Hours dialog to schedule the times when a resource will be available. You can set the working hours, breaks, time zone, split working hours, and add restrictions for when the resource's services can be scheduled.
Creating a Group of Resources that can be Scheduled Together

Resource groups provide a convenient way to identify resources that might perform a specific service, such as skill based classification. For example, if the organization has several technicians that are all at the same skill level and training, consider creating a technician resource group and add all of the technicians to the group. When defining the required resources for services, you can select the resource group rather than the individual technicians. When you hire new technicians, you can add them to the resource group rather than to each service. NOTE: You can edit an existing resource group by following steps 1 and 2 to navigate to the Resource Groups area. Then, open the resource group to edit. Use the information in this procedure as a guide when entering data or making changes. Making changes in the Details area does not affect service activities created with this resource group, but removing members or deleting this resource group can affect existing service activities.
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Creating a Group of Resources that can be Scheduled Together Continued
When working with resources, groups provide the following services: Lest users build more sophisticated organizational structures. Enables organizations to create, organize, and manage the workforce and facilities/equipment that participate in the scheduling process. Helps organizations create a dynamic grouping of resources.
Procedure: Create or Edit a Resource Group

1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click Resource Groups. 3. On the Actions toolbar, click New. 4. In the Resource Groups form, enter information in the following fields: Name Type a name for the resource group. Microsoft Dynamics CRM does not check that the name is unique. Business Unit To locate and select a business unit, click Lookup. Description Type a detailed description of this resource group, including the criteria that you used to determine which resources to add to the resource group. 5. Click Save. After you save the record, Resources appears under Details. 6. Click Resources, and then on the Actions toolbar, click Add Resources. 7. In the Look Up dialog box, select the users, facilities/equipment, teams, or other resource groups to add to this resource group. Adding other resource groups to a resource group helps manage large numbers of resources. For example, you could add the resource groups of senior technicians and junior technicians to a resource group of technicians. 8. Click OK to add the selected resources to the resource group. 9. Click Save or Save and Close. NOTE: Consider setting up restrictions on a group to optimize resource use across required resources.
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Procedure: Add an Individual User, Facility, or Equipment to a Resource Group
You can add a user, facility, or equipment to a resource group from the individual resource's record. This can be useful when you are creating the record for a new user, facility, or piece of equipment. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click either Users or Facilities/Equipment. 3. In the list, open the record you want to modify. 4. Under Service, click Resource Groups. 5. On the Actions toolbar, click Add to Resource Group. 6. In the Look Up Records dialog box, select the resource groups to which you want to add the user, facility, or equipment, and then click OK. 7. Click Save or Save and Close.
Procedure: Add Multiple Resources to a Resource Group

Use this procedure to add or remove multiple users, facilities, or equipment to a resource group. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click Resource Groups. 3. In the list of resource groups, open the resource group you want to add resources to. 4. Under Details, click Resources. 5. On the Actions toolbar, click Add Resources. 6. In the Look Up Records dialog box, add users, facilities/equipment, teams, or other resource groups, and then click OK. 7. Click Save or Save and Close. Procedure: Add Multiple Resources to a Resource Group Continued
Demonstration: Adding Multiple Resources to a Resource Group

This demonstration illustrates how to add multiple resources to a resource group in Microsoft Dynamics CRM.
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Scenario The Service Scheduling Manager has spent some time grouping users into resource groups in Microsoft Dynamics CRM. Microsoft Dynamics CRM provides this feature to improve the Scheduling Administrators productivity in managing and grouping users. The Service Scheduling Manager wants to group three of Adventure Works Cycle's bike technicians into a resource group to allow for easier scheduling of resources with a specific skill set. Goal Description Create a resource group for Bike Technicians and add Judith Walker, Chris Perry, and Mathew Pereira to the group. Steps 1. Log on to the Microsoft Dynamics CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. On the Settings page, click Business Unit Settings and then click Resource Groups. 3. Click New. 4. On the Resource Group page, enter Bicycle Technicians as the name of the resource group. 5. Select Adventure Works Cycle as the business unit. 6. Click Save. 7. In the left navigation bar, click Resources. 8. Locate the Bicycle Technicians resource group. 9. Click Add Resources. 10. In the Look up Records dialog, from the Type drop-down list, select User as the record type, and then click Find. 11. From the list displayed in Available records: Double-click and add Judith Walker, Chris Perry, and Mathew Pereira to the Selected Records and click OK. 12. Click Save and Close. NOTE: Scheduling Administrators might add teams to a resource group just for grouping users.
View Schedules for Resources

You can view a resource's schedule, including the details of the resource's daily and weekly schedules.
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Procedure: View a List of Resources You can view a list of resources in the Service Calendar area. The Service Calendar includes a scalable, linear view of the resource's schedules. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the Type list, select the type of resource, and then in the View list, select the view of the resource you want to appear. 3. In the list of resources, you can do any of the following: Click a letter on the alphabetical jump bar at the bottom of the list to go to that section of the list. Expand the list pane by dragging the right edge to view additional columns of information. Reverse the sort order of the list, by clicking a column heading. View general information about a single resource by selecting the resource in the list and then clicking the expand arrow under the Zoom bar.
Exporting Resource Groups

The Resource form is used to export a list of resources to a spreadsheet. Procedure: Find and View the Work Schedule for an Individual Resource 1. In the Navigation Pane, click Customer Service, and then click Service Calendar. 2. In the Type list, click Resource. 3. In the Find box, type the name of the resource, or the last name of a user, and then click Go. You can use asterisks (*) as wildcards in the search. 4. In the list of resources, open the resource you want to view. 5. On the form for the resource, under Details, click Working Hours. 6. On the Monthly View tab, double-click a date to view the schedule for that week. To change the month you are viewing, at the top of the calendar, click the forward and back arrows on either side of the displayed month and year.
Manage How Resources are Allocated for Service Activities

You can set up services and resources in Microsoft Dynamics CRM to take into account different-sized facilities or the experience levels of the users when a service is scheduled.
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This is known as capacity scheduling. Capacity is a relative unit that you define. For example, you could define capacity in a bicycle repair shop as the number of bikes the shop has room to accommodate at the same time. If a repair bay has room for four bike-repair stations, the repair bay can accept four bikes for repair or inspection at the same time. Capacity can also measure skill level. For example, a junior bike technician has the ability to perform one bike inspection per hour, and a senior technician has the ability to perform four bike inspections per hour. If two bikes must be inspected in one hour, it takes either two junior technicians, or one senior technician who can perform the inspections in half the time. If your organization prefers to make sure that a resource is fully utilized before another resource is scheduled, you can also set an option to check which resources are the least busy or most busy. The default is to select the next available resource at random. For example, to ensure that a technician is scheduled as fully as possible before another technician is scheduled, then you can select the Most Busy option.
Procedure: Set the Capacity Required for a Service

To effectively manage the capacity, service-specific limits may need to be set in Microsoft Dynamics CRM. For example, one generally used limit is No more than one appointment at a time. This limits the amount of production by a specific resource. Another example would be as follows: Only schedule these types of services during these specific time ranges; or, Schedule no more than one service during a specific time range. Capacity is a relative unit of measurement defined by a business. To use this feature, set both the capacity of the service and of the resources required for the service. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Services. 3. In the Services area, open the service you want to modify. 4. On the Service form, on the Required Resources tab, double-click the selection rule you want to modify. Selection rules appear in the tree beside. 5. In the Edit a Selection Rule dialog box, expand the Scheduling Details area. 6. In the Capacity Required box, enter the capacity required for this service.
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7. Click OK. 8. Click Save or Save and Close. NOTE: Because many resources may be able to do multiple appointments concurrently you can reuse the same resource more than nce. This process is frequently required for efficient resource use.
Procedure: Set the Capacity of a Resource

Capacity is a relative unit of measurement defined by a business. To use this feature, you must set both the capacity of the service and of the resources required for the service. To set the capacity for a service, you must navigate through the Service form dialog boxes to the dialog box. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click either Users or Facilities/Equipment. 3. In the list, open the resource record to modify. 4. Under Details, click Work Hours. 5. On the Monthly View tab, double-click the link on 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 Weekly Schedule dialog box, select one of the following and then click OK: This date only This option changes only the date selected.
If you select this option, skip to step 8. Edit 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.
7. In the Weekly Schedule dialog box, click the work hours link for the schedule 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 continuing. 8. In the Work Day dialog box, click Show Capacity, and then in the Capacity column, enter the capacity.
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9. Click OK. 10. Click Save or Save and Close.
Procedure: Set How Resources are Allocated for Service Activities

You can set the selection criteria of resources for a service. For example, to ensure a technician is scheduled as fully as possible before another technician is scheduled, select the Most Busy option. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Services. 3. In the list of services, open the service you want to modify. 4. On the Service form, on the Required Resources tab, double-click the selection rule to modify.Selection rules appear in the tree beside. 5. In the Edit a Selection Rule dialog box, expand the Scheduling Details area. 6. In the Selection Criteria box, select one of the following to set how Microsoft Dynamics CRM presents the results of a search for an available time slot for this service: Random (default) This option selects proposed service activities based on the next available time slots that meets the scheduling criteria. Least Busy This option selects the resources that have the fewest number of appointments and service activities. This option also creates a calendar in which resource use is kept balanced. Most Busy This option selects the resources that have the greatest number of appointments and service activities. This option also creates a calendar in which individual resources are kept as busy as possible. 7. Click OK. 8. Click Save or Save and Close.
Removing a Resource from a Schedule

If you have a resource that is not available for service scheduling, but you do not want to delete the record for that resource, you have three options: If the resource cannot be scheduled for a specific service, but you need to schedule the resource for another type of activity, you can remove it from that service's list of resources. This does not affect the rest of Microsoft Dynamics CRM or the resource's ability to be scheduled for other services. For example, Joe has been promoted and no longer performs bike repairs. You can remove him as a required resource for the bike repair service.
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If the resource is temporarily unavailable and you do not want any service activities scheduled, but you need the ability to create other activities for the resource, you can remove it from the schedule. This does not affect the rest of Microsoft Dynamics CRM. For example, the repair bay is closed for painting for three days. You can remove the bay from the schedule for those days. If the resource is no longer available, you can disable the record for the resource. This affects all of Microsoft Dynamics CRM. Existing records do not change, but the resource cannot be linked to new or modified records, nor can service activities be scheduled with that resource. If the resource is a user, they will not be able to log on and use Microsoft Dynamics CRM. For example, Vladimir has retired, but might come back to work occasionally. You can disable his record now, and re-enable it in the future.
Procedure: Discontinue a Resource from Performing a Service

To discontinue a resource from performing a service, remove the resources from that service. A resource can be both an individual resource, as well as part of a resource group. Make sure to remove the resource from any selection rules and resource groups they belong to for that service. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click either Users or Facilities/Equipment. 3. In the list, open the resource you want. 4. Under Service, click Services. 5. In the services list, open the service you want to discontinue for this resource. 6. Remove a single resource. 7. On the Required Resources tab, in the right pane, select the resource and then click Remove Selected Item. 8. In the confirmation dialog box, click OK. 9. Remove a resource that is part of a resource group. 10. On the Required Resources tab, in the right pane, open the resource group. 11. Under Details, click Marketing List Members. 12. In the members list, select the resource. 13. On the toolbar menu, click More Actions, and then Remove Members. 14. In the Remove Members From Resource Group dialog box, click OK. 15. To save changes and close, click Save and Close. 16. The Resource Group form closes.
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17. 18. 19. 20. To save changes and close, click Save and Close The Service form closes. To save changes and close, click Save and Close. The User or Facilities/Equipment form closes.
Procedure: Remove a Resource Temporarily from the Schedule

1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area click Business Unit Settings. Then click either Users or Facilities/Equipment. 3. In the list, open the resource you want. 4. Under Details, click Work Hours. 5. On the Monthly View tab, do one of the following: 6. Click Save or Save and Close.
Create, Edit, or Add Members to a Site

A site is the physical location where a user, facility, or equipment can perform a service activity. When customers make appointments, they can indicate at which site they want to receive the service. Sites also make sure that all the resources required for a service activity are in the same location. Use the Site form to create, modify, and view sites and add resources. When multiple business locations are involved, the following elements are critical for scheduling service appointments: Location Selection of resources Time zone
The service appointment has one of the following locations: Customer location, where the service provider goes to the customer On site, where the customer travels to your office building
Location information is important to communicate to the customer. It also might have an affect on resource selection when scheduling appointments. Having location data defined in Microsoft Dynamics CRM enables the system to ultimately provide better Automation.
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Procedure: Create, Edit, or Add Members to a Site
Customer and Resource Location The scheduler might need to optimize for customer location, by selecting resources that are closest to the customer location. Ultimately, there are several locations to consider, which include: The site that the resource is based out of. The resource's residence. (Service technicians are frequently scheduled so that their work day starts/ends close to where they live.) The resources current/expected location at the time before the appointment, for example, the previous appointment on the schedule.
Procedure: Create or Edit a Site Users can edit an existing site by following steps 1 and 2 to navigate to the Site area. Then, open the site they want to edit. Use the information in this procedure to guide you in entering data or making changes. 1. 2. 3. 4. In the Navigation Pane, click Settings. Under Settings, click Settings. Then, in the Settings area click Sites. On the Actions menu, click New. On the General tab, enter information in the following boxes:
Name Type a meaningful name for the site. This name appears in the list of available sites. You can enter contact information for this site, such as phone numbers, fax numbers, and e-mail addresses. 5. On the Addresses tab, enter the physical address of the site. If the time zone for the site is different than the rest of the organization, you can change it in the Time Zone list. 6. Click Save or Save and Close.
Procedure: Add Resources to a Site

After a user creates a site, the user can add people (users), equipment, or facilities to the site. 1. 2. 3. 4. 5. In the Navigation Pane, click Settings. Under Settings, click Settings. Then, in the Settings area click Sites. In the list of sites, open the site to which you want to add resources. Under Details, click Resources. On the Actions toolbar, click Add Resources.
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6. In the Look Up Records dialog box, select users, facilities, or equipment to add, and then click OK. 7. Click Save or Save and Close.
Procedure: Remove Resources from a Site

1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings. Then, in the Settings area click Sites. 3. In the list of sites, open the site for which you want to remove resources. 4. Under Details, click Resources. 5. In the list of resources, select the resources that you want to remove. 6. On the Actions toolbar, click More Actions, and then click Remove Resources. 7. In the confirmation message, click OK. 8. Click Save or Save and Close.
Set or Edit Business Closures

The business closure function provides a simple means to list company holidays and other business closures. These closures can be applied to resource schedules and factored into availability searches when scheduling service activities. This allows organizations to plan when resources are available to be scheduled for work by the scheduling engine. This capability enables the service engine to avoid suggesting time slots during business closures, and also does the following: Resources are not scheduled during business closures. Closures do not have to be listed independently on each resource's calendar. Those that have selected the do not observe business closures option on their working schedules are the only ones not affected. Enable Scheduling Administrators to define business closures that block availability on resource calendars. The name of the closures appears on the monthly calendar and the service calendar.
Weekly schedules define the base pattern of working hours, or for example, Monday-Friday, 8 AM to 5 PM, breaks: 12 to 1 PM, and so on.
Billable Hours
Note the following factors when working with billable hours: Closure setup Weekly schedules Time off
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Single day schedules Resource scheduling during holidays
If you set up a closure from 8:00 AM to 12:00 PM, you are working for four billable hours. Time off rules override weekly schedules, for example, next Tuesday the resource who ordinarily works Monday-Friday, 8 AM - 5 PM, is off. Single day schedules are exceptions and override weekly schedules, Time off, and Business Closures. For example, next Friday your resource who ordinarily works Monday-Friday, 8 AM -5 PM, is working a different shift: 7 AM - 4 PM day. For resources such as facilities or equipment that are used during holidays, the Scheduling Administrator sets an option on the resource to not use the Holiday Calendar to block off availability. NOTE: By default, when users are created or upgraded, they have a 24 hours a day, 7 days a week, working hours calendar, but are not linked to the business closures calendar.
Procedure: Set or Edit Business Closures

The following procedure sets business closures. You can also edit existing business closures by following step 1 to navigate to the Business Closures area. Then, open the closure you want to edit. Use the information in this procedure to guide you in entering data or making changes. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings area, click Business Closures. 3. On the Actions toolbar, click New. 4. In the Schedule a Business Closure dialog box, in the Name box, type a name. The first 12 characters of the name appear on each day of the closure on the calendar view of the affected resource's Work Hours. 5. In the Start Time and End Time boxes, enter the start and end date for the closure. If you want to enter a 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.
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If the closure is an all day event, select the All Day check box. Microsoft Dynamics CRM automatically enters a duration of 1 day. If you want to enter a specific time period, clear the All Day check box. Two lists will appear. Use these lists to set the hours during which your organization will be closed. 6. To save this business closure, click OK. NOTE: The Do not observe option is not set automatically for new resources. Scheduling Customizations By default, the Scheduling Administrator and System Customizer roles have the appropriate privileges to perform customizations. For more information, see the Microsoft Dynamics CRM Customization Manual.
Summary
Setting up the work schedule ensures: Resources can provide services to customers. Resources are scheduled to participate in service activities. Organizations can effectively plan and improve the efficiency with which they schedule and provide services to their customers.
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Test Your Knowledge

Time Types
1. What are Time Types used in Scheduling Administration? Select all that apply. (Select all that apply.) ( ) Free ( ) Sick ( ) Blocked ( ) Tentative
Capacity
2. What does Capacity involve? Select all that apply. (Select all that apply.) ( ) Working Hours ( ) Blocking out time ( ) Consuming time ( ) Reserving Time
Scheduling Components
3. What are some necessary components for scheduling services your company offers? Select all that apply. (Select all that apply.) ( ) Resources ( ) Selection rules ( ) Repair technicians ( ) Capacity
Capacity Scheduling
4. Which of the following is included in Capacity Scheduling? ( ) Skill Level ( ) Work hours ( ) Personal time ( ) Billing rates
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Service Live Cycle
5. What are factors in the service life cycle? Select all that apply. (Select all that apply.) ( ) Planning ( ) Follow-up ( ) Billing ( ) Delivery
6. What are components in Scheduling? Select all that apply. (Select all that apply.) ( ) Assigning staff and resources ( ) Identify the highest level of resource ( ) Prioritize service work appropriately ( ) Determine availability of staff and resources
Billing Day
7. What is a billing day based on in Microsoft Dynamics CRM? ( ) Users Outlook calendar ( ) Users Schedule ( ) Users input to Scheduler ( ) Users' personal options
Schedule Types
8. What are the different kinds of schedules that can be set up in Microsoft Dynamics CRM? (Select all that apply.) ( ) Daily ( ) Weekly ( ) Monthly ( ) Yearly
Resource Groups
9. What is the benefit of resource groups? (Select all that apply.) ( ) Enable organizations to create, organize and manage workforce and facilities/equipment ( ) Enable organization to enforce skill set standards ( ) Allow users to build more sophisticated organizational structures ( ) Create a dynamic grouping of resources
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Menu Options
10. What menu options in Settings can be used to create a Resource group? ( ) Business Unit Settings ( ) Subjects ( ) Territories ( ) System Customizations
Service Calendar Views

11. What kinds of resources can be seen in the Service calendar views? (Select all that apply.) ( ) Users ( ) Technicians ( ) Facilities ( ) Equipment
Time
12. For what time frame can you edit the schedule from a Schedule view? ( ) For one day only ( ) Only per week ( ) For a date range ( ) Only for the complete assignment
Removing a Resource Group

13. What is true about removing a resource or resource group? ( ) It can be reactivated ( ) Any associated records can be reassigned ( ) It is a temporary action ( ) Any associated records will be removed
Business Closure
14. What do business closures provide? (Select all that apply.) ( ) Enabling planning when resources are available to be scheduled for work by the scheduling engine. ( ) This capability enables the service engine to avoid suggesting time slots during business closures. ( ) Closures will be listed independently on each resource's calendar. ( ) Enable Scheduling Administrators to define business closures that block availability on resource calendars.
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Business Closure
15. When users are created what business closure information is linked to them? ( ) That of their business unit ( ) None ( ) That of their resource group ( ) That of their team
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Lab 22.1 - User Work Schedules

In this lab you will find the missing word from each one of these sentences. Scenario
Challenge Yourself!
1. The Weekly Schedule form can be used to set resources working________, and working _________ . 2. The Scheduling Administrator can set a reoccurring schedule that can be the same for _______ work day or _______ for each work day. 3. By default, when users are created or upgraded, they will have a ______ working hour's calendar. 4. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should _______ business closures or not. 5. In Microsoft Dynamics CRM, a billing day is based on the working hours set up in _________ _________ 6. You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a __________ activity. 7. You can __________ when a resource is available for a specific service. 8. The service appointment has a ______ _______, also known as the corresponding appointment location.
Need a Little Help?

1. The Weekly Schedule form can be used to set resources working hours, and working days. 2. The Scheduling Administrator can set a reoccurring schedule that can be the same for same work day or varied for each work day. 3. By default, when users are created or upgraded, they will have a 24/7 working hour's calendar. 4. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should observe business closures or not. 5. In Microsoft Dynamics CRM, a billing day is based on the working hours set up in Personal Options 6. You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a service activity. 7. You can restrict when a resource is available for a specific service. 8. The service appointment has a time zone, also known as the corresponding appointment location.
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Lab 22.2 - Create Business Closures

In this Lab you create a service and create a business closure for Adventure Works Cycle. As you complete the instructions, use the information in the Scenario and Goal Description section. Scenario Adventure Works Cycle is closed for New Year's Eve this year, and service appointments should be scheduled for this holiday. Goal Description The Service Scheduling Manager must input this closure into CRM so that the scheduling engine does not suggest availability during these closures. After entering this business closure into Microsoft Dynamics CRM, it will not be necessary for the Service Scheduling Manager to enter this business closure for each resource, one at a time. Also, the system will not suggest New Year's Eve as an available appointment time.
Challenge Yourself
Use the information above to set a business closure in Microsoft Dynamics CRM. Log on to the Microsoft Dynamics CRM Web Application as the System Administrator: Login Username Password crmadmin Pa$$w0rd
Need a Little Help?

1. 2. 3. 4. Navigate to Business Closures. Create a business closure for New Years Eve. This closure is for an all day event and the duration is one day. Save the business closure in Microsoft Dynamics CRM.
Step by Step
1. In the Navigation Pane, click Settings. 2. Under Settings, click Business Management, and then click Business Closures. 3. On the Actions bar, click New. 4. In the Schedule a Business Closure dialog box, in the Name box, type New Year's Eve. 5. Enter 31 December of the current year for the Start Time.
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6. As the closure is an all day event, select the All Day check box. Microsoft Dynamics CRM will automatically enter duration of 1 day. 7. To save this business closure, click OK.
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Lab 22.3 - Remove a Resource from a Scheduled Service

In this Lab you remove a resource from the schedule for Adventure Works Cycle. As you complete the instructions, use the information in the Scenario and Goal Description section. Scenario Adventure Works Cycle has discovered that Mathew Pereira, the Western Region Bike Service Technician, is temporarily unavailable for service scheduling for the next three days due to illness. Adventure Works Cycle does not want to delete the record for Mathew, who will be required to perform future services for Adventure Works Cycle, in Microsoft Dynamics CRM. Also, because Mathew is only temporarily unavailable, service schedulers still need to create other activities for the resource. Goal Description Remove Mathew Pereira temporarily from the schedule for the next three days.
Challenge Yourself!
Use the information to remove Mathew Pereira temporarily from the schedule in Microsoft Dynamics CRM. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password roger Pa$$w0rd
Need a Little Help?

Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. 1. 2. 3. 4. 5. In the Navigation Pane, click Settings. Under Settings, click Administration, and then click Users. In the list, open the record for Mathew Pereira. Under Details, click Work Hours. On the Monthly View tab, remove the resource from the schedule for the specific time period.
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Step by Step
1. Log on as the System Administrator. Login Username Password 2. 3. 4. 5. 6. Crmadmin Pa$$w0rd In the Navigation Pane, click Settings. Under Settings, click Administration, and then click Users. In the list, open the record for Mathew Pereira. Under Details, click Work Hours. On the Monthly View tab do the following: Select today's date on the calendar. On the Actions toolbar, on the Set up menu, click Time Off. In the time off dialog box, complete the following boxes: Reason - Type a short explanation for the resource's absence. For example: Mathew Perry is out due to illness. All Day - As the resource is not available for the entire day select this check box. Duration - If you do not want to calculate the end date, select the number of days, in this case the duration is three business days from today. Time Zone - As Mathew is in the same time zone Microsoft Dynamics CRM automatically adjusts the times on the calendars.
7. Click OK.
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2.
3.
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Solutions
Test Your Knowledge
Time Types
1. What are Time Types used in Scheduling Administration? Select all that apply. (Select all that apply.) () Free ( ) Sick () Blocked () Tentative
Capacity
2. What does Capacity involve? Select all that apply. (Select all that apply.) () Working Hours () Blocking out time () Consuming time () Reserving Time
3. What are some necessary components for scheduling services your company offers? Select all that apply. (Select all that apply.) () Resources () Selection rules ( ) Repair technicians () Capacity
Capacity Scheduling
4. Which of the following is included in Capacity Scheduling? () Skill Level ( ) Work hours ( ) Personal time ( ) Billing rates
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Service Live Cycle
5. What are factors in the service life cycle? Select all that apply. (Select all that apply.) () Planning () Follow-up ( ) Billing () Delivery
6. What are components in Scheduling? Select all that apply. (Select all that apply.) () Assigning staff and resources ( ) Identify the highest level of resource () Prioritize service work appropriately () Determine availability of staff and resources
Billing Day
7. What is a billing day based on in Microsoft Dynamics CRM? ( ) Users Outlook calendar ( ) Users Schedule ( ) Users input to Scheduler () Users' personal options
Schedule Types
8. What are the different kinds of schedules that can be set up in Microsoft Dynamics CRM? (Select all that apply.) () Daily () Weekly () Monthly ( ) Yearly
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Resource Groups
9. What is the benefit of resource groups? (Select all that apply.) () Enable organizations to create, organize and manage workforce and facilities/equipment ( ) Enable organization to enforce skill set standards () Allow users to build more sophisticated organizational structures () Create a dynamic grouping of resources
Menu Options
10. What menu options in Settings can be used to create a Resource group? () Business Unit Settings ( ) Subjects ( ) Territories ( ) System Customizations
Service Calendar Views

11. What kinds of resources can be seen in the Service calendar views? (Select all that apply.) () Users ( ) Technicians () Facilities () Equipment
Time
12. For what time frame can you edit the schedule from a Schedule view? ( ) For one day only ( ) Only per week () For a date range ( ) Only for the complete assignment
Removing a Resource Group

13. What is true about removing a resource or resource group? ( ) It can be reactivated ( ) Any associated records can be reassigned ( ) It is a temporary action () Any associated records will be removed
22-35

Business Closure
14. What do business closures provide? (Select all that apply.) () Enabling planning when resources are available to be scheduled for work by the scheduling engine. () This capability enables the service engine to avoid suggesting time slots during business closures. ( ) Closures will be listed independently on each resource's calendar. () Enable Scheduling Administrators to define business closures that block availability on resource calendars.
Business Closure
15. When users are created what business closure information is linked to them? ( ) That of their business unit () None ( ) That of their resource group ( ) That of their team
22-36

8913-En Applications in CRM Student Manual

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COURSE 8913: APPLICATIONS IN MICROSOFT DYNAMICS CRM 4.

Table of Contents Introduction to Microsoft Dynamics CRM 0-1

Chapter 1: Introduction to Microsoft Dynamics CRM

Chapter 2: Understanding Microsoft Dynamics CRM Software

Chapter 3: Using Microsoft Dynamics CRM in a Global Market

Chapter 4: The Customer-centered View

Applications in Microsoft Dynamics CRM 4.0

Chapter 5: Using the Microsoft Dynamics CRM Client for Outlook

Chapter 6: An Introduction to Sales

Chapter 7: Opportunity Management

Chapter 8: Managing Leads

Chapter 9: Using the Product Catalog

Chapter 10: Sales Order Processing

Applications in Microsoft Dynamics CRM 4.0

Chapter 11: Sales Reporting

Chapter 12: Understanding Marketing Campaigns

Chapter 13: Planning and Creating Marketing Campaigns

Chapter 14: Managing Marketing Campaigns

Chapter 15: Understanding Service Management

Chapter 16: Managing Contracts

Chapter 17: Managing Cases

Applications in Microsoft Dynamics CRM 4.0

Chapter 18: Creating a Knowledge Base

Chapter 19: Managing Service Queues

Chapter 20: Service Scheduling Life Cycle

Chapter 21: Scheduling Services For Your Customers

Chapter 22: Maintaining Users and Resources

Applications in Microsoft Dynamics CRM 4.0

Introduction to Microsoft Dynamics CRM

INTRODUCTION TO MICROSOFT DYNAMICS CRM

Applications in Microsoft Dynamics CRM 4.0

Introduction to Microsoft Dynamics CRM

Microsoft Dynamics CRM Certified Professional

Microsoft Dynamics CRM Certified Master

Applications in Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM Training Courseware Elements

Test your Knowledge

Introduction to Microsoft Dynamics CRM

Need a Little Help?

Quick Interaction: Lessons Learned

About This Course

Applications in Microsoft Dynamics CRM 4.0

Introduction to Microsoft Dynamics CRM

Applications in Microsoft Dynamics CRM 4.0

Quick Interaction: Lessons Learned

Chapter 1: Introduction to Microsoft Dynamics CRM

CHAPTER 1: INTRODUCTION TO MICROSOFT DYNAMICS CRM

Applications in Microsoft Dynamics CRM 4.0

Gaining a Competitive Advantage through CRM

Building Customer Value

Supporting a CRM Strategy with Microsoft Dynamics CRM

Chapter 1: Introduction to Microsoft Dynamics CRM

Understanding Customer Relationships in Microsoft Dynamics CRM

Balancing Usability and Reporting

Applications in Microsoft Dynamics CRM 4.0

Managing Processes with Microsoft Dynamics CRM

Managing the Sales Process with Microsoft Dynamics CRM

Chapter 1: Introduction to Microsoft Dynamics CRM

Managing Customer Service with Microsoft Dynamics CRM

Applications in Microsoft Dynamics CRM 4.0

Automating Marketing Campaigns with Microsoft Dynamics CRM

Chapter 1: Introduction to Microsoft Dynamics CRM

Test Your Knowledge