GAF Materials Corporation Microsoft Dynamics CRM v4

Training Manual

December, 2009 Document v. 2.5

Contents
Introduction ......................................................................................................................................7 Account and Contact Record Definitions .............................................................................................8 General Navigation ............................................................................................................................9 System Views vs. My Views .............................................................................................................. 11 Opening a Record.................................................................................................................................... 12 Performing Basic Searches ............................................................................................................... 13 Using the Microsoft CRM Address Bar ................................................................................................ 16 Managing Accounts.......................................................................................................................... 17 Two-Stepper Accounts ............................................................................................................................ 18 Parent and Sub Accounts ................................................................................................................. 19 Adding a New Account ............................................................................................................................ 21 Defining Account Information ................................................................................................................ 23 The General tab ............................................................................................................................... 24 The Account Details tab....................................................................................................................... 25 The Sales tab ........................................................................................................................................ 26 Attachments............................................................................................................................................ 26 The Administration Tab........................................................................................................................... 27 Account Level Security ............................................................................................................................ 28 Adding a User to the Coverage of an Account (* proper security privileges required) .......................... 28 Deleting Existing Account Coverage Users ............................................................................................. 31 Account Level Reports ............................................................................................................................ 32 Managing Contacts .......................................................................................................................... 33 Adding New Contacts .............................................................................................................................. 33 The General tab (Contacts) .................................................................................................................. 35 The Details Tab .................................................................................................................................... 37 The Administration Tab ....................................................................................................................... 37 The Attachments Tab........................................................................................................................... 38 Contact Level Security............................................................................................................................. 39 Opt-In Rules ........................................................................................................................................ 39

Adding a User to the Coverage of a Contact (* proper security privileges required)............................. 40 Who Can Manage Coverage? .............................................................................................................. 40 Deleting Existing Contact Coverage Users .............................................................................................. 43 Managing Activities in Microsoft CRM .............................................................................................. 44 Scheduling Activities ............................................................................................................................... 45 Scheduling Phone Calls ........................................................................................................................... 47 Why Define the Parent Account using the Regarding Field.................................................................... 49 Scheduling Appointments ....................................................................................................................... 50 Viewing Activities in Microsoft CRM ....................................................................................................... 53 Completing Activities .............................................................................................................................. 55 Close Appointment: ............................................................................................................................ 56 Completing an Unscheduled Activity................................................................................................... 57 Creating Activities in Outlook ................................................................................................................. 58 Outlook and CRM Integration ................................................................................................................. 58 To Track Activities in CRM:.................................................................................................................. 59 Tracking Emails in CRM ........................................................................................................................... 62 Tracking Inbound Emails ..................................................................................................................... 62 Tracking Outbound Emails .................................................................................................................. 63 Creating an Advanced Find Query ..................................................................................................... 68 Creating a New Query ............................................................................................................................. 68 Accessing Saved Views ............................................................................................................................ 76 Sharing a View......................................................................................................................................... 77 Record Counts ......................................................................................................................................... 79 Account Geographic Mapping using Microsoft MapPoint .................................................................. 80 Selecting Data to Export to MapPoint .................................................................................................... 80 Determining a Starting Address .............................................................................................................. 82 The MapPoint Wizard Layout ................................................................................................................. 84 Accessing a Microsoft CRM Account Record from the MapPoint Wizard View ..................................... 86 Viewing Plotted Account Data Points ..................................................................................................... 86 Export Accounts to MapPoint ................................................................................................................. 87

Offline Access .................................................................................................................................. 88 To Go Offline: .......................................................................................................................................... 89 To Go Online: .......................................................................................................................................... 89 Appendix A - GAF System Integration with MSCRM........................................................................... 90 Appendix B: CRM Options ................................................................................................................ 91 Setting CRM Options ............................................................................................................................... 91 General Tab: ............................................................................................................................................ 92 Synchronization Tab:............................................................................................................................... 93 Email Tab:................................................................................................................................................ 94 Address Book Tab: .................................................................................................................................. 94 Setting your Time Zone: .......................................................................................................................... 95 Appendix C: Cleaning Up Outlook Contacts from Contact Load .......................................................... 96 What contacts are defined within this view? ......................................................................................... 96 Linking records to an Account? ............................................................................................................... 96 Appendix D: Synchronizing Outlook Contacts to Microsoft CRM ........................................................ 98 Setting the Account: ............................................................................................................................... 98 Appendix E: Troubleshooting Common Issues ................................................................................. 100

Introduction
The purpose of this manual is to outline the steps necessary to effectively use Microsoft Dynamics CRM. The document is procedural and explains, step-by-step, how the different features are accessed and how data is managed using the tool. This manual only addresses functionality and processes defined within the initial phase of the CRM deployment. As additional phases are reviewed and deployed, additional documentation will be developed. The document starts by discussing navigation and basic record management then includes sections on performing advanced searches and activity management. Actual screenshots have been incorporated to properly reflect the GAF customizations developed. Additionally, sections of this document have been designed to serve as an easy reference regarding terminology as well as how Microsoft CRM fits in with other systems that GAF uses. (See the appendices for more details).

Account and Contact Record Definitions

Accounts: Accounts represent companies or organizations such as Contractors, Architecture Firms, Builders, Roofers, etc. The account record type in Microsoft CRM serves as a container where all of the contacts associated to the account can be defined (see illustration below). Contacts: contacts represent people. As a best practice, all contacts should be defined within Microsoft CRM and should be defined within a company. An account can have an unlimited number of contacts associated with it.

Information such as activities and history can be defined within a contact record. Information entered at the contact level will automatically roll-up to the Account the contact is associated with. This provides users with a micro view of all information when examining an individual contact. When looking at a company, this record serves as an aggregate for all information stored within any of its contacts. The company record is often used to provide an overview of an account.

General Navigation
In order to understand how Microsoft CRM works, its important to first understand navigation. Microsoft Dynamics CRM lives inside Microsoft Outlook. All of the record types contained within CRM can be accessed via the Outlook navigation bar. This design feature makes it easy to use the Microsoft CRM data while still accessing standard Outlook records. To begin, select the Microsoft Dynamics CRM folder in Outlook and use the associated plus sign to expand the folder. Expanding this folder will reveal a series of sub-folders. Each of the record types used in Microsoft Dynamics CRM can be found via these sub-folders.

Expanding each of these folders will reveal a further set of sub-folders which contain specific record types. Some of the record types contained within the folders are redundant in other words, some of the record types are available via multiple sub-folders. When a sub-folder is selected, Microsoft CRM will display a list of related records:

To view data concerning a particular record type, simply select the sub-folder, such as Accounts, illustrated below. Once selected, Microsoft CRM will present related records in the main list view (see below).

The records displayed in the list are contingent upon the View control in the upper-right corner of the screen. Essentially, the View control provides filtering capabilities. Select a value from the drop-down and CRM will display only records that match the conditions defined behind the view.

Note: Views (or filters) are created using the Advanced Find tool. A section later in this document discusses how the tool is used.

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System Views vs. My Views

The different queries/filters defined within the View field are categorized as either system or my views.

System Views are created by the administrator are generally read-only. In other words, the columns displayed and the sort order cannot be changed. My Views are views which are managed by the user who created them. If a user creates a new view using the Advanced Find tool, this view is only available to the author unless the author decided to share the view. If the view is shared, other users will see the view within their My Views. Note: Users who create views can give any users access to the view as well as designate whether or not a particular user can make changes or delete the view. Although users will not be able to modify a system view, the Advanced Find tool includes a Save As function which will allow users to select a system view, make modifications then, using the Save As command, create a new view (which will be considered a my view for that user). This is a great shortcut for creating a new view which is very similar to an existing view.

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Opening a Record
To open a record, double-click on a line-item (row). Microsoft CRM will open a new window displaying the record selected.

To close a record, use the Save and Close button in the toolbar at the top of the screen. This ensures that any changes made to the record are saved.

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Performing Basic Searches

The ability to perform searches in Microsoft CRM is incredibly important. Although records can be accessed using the views and lists described in the previous section, its inefficient particularly when CRM is capable of storing thousands of records. In order to understand how searches are performed, its first important to understand that there are multiple record types defined within the system. Microsoft CRM is capable of tracking information regarding accounts and contacts. Because of this, its important to first select the record-type you want to search against. As mentioned in the previous section, record types are selected via the navigation bar on the left side of the application. To perform a search: 1. Select the appropriate record type from the navigation bar along the left side of the application.

2. Using the Search for Records control above the list view, enter text that matches the record you are searching for.

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3. Once the text is entered, use the associated magnifying glass control to initiate the search.

The search criteria entered searches more than just one field. The fields which are searched are based on whether the user is searching for a Contact or an Account. Below is a list of fields which are searched for each:

Account
Account Name City Zip Code State Account # Contractor ID

Contact
First Name Last Name Full Name(Last Name, First Name, ) Account Name City State Zip Code

Example: If Ja is entered in the search criteria field for an account, the system will look for any account where the account name, city, state, zip code, account#, or contractor id starts with Ja. 4. Microsoft CRM will return any records that match the conditions specified.

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5. As mentioned in the navigation section, to open a record, double-click on the line item (row) which represents the record to be opened.

Note: One additional feature within the Search for Records control is the ability to use the wildcard (asterisk *) character. In other words, to search for all accounts (in this case) where the name of the account contains the word construction, the following value could be entered into the search field: *construction. The wildcard character (*) can be used at the beginning or end of the value being searched. If used in the beginning of the value, CRM will search for all entities that contain the word construction. If used at the end of a value being searched: (construction*) CRM will search for all entities that begin with the word construction. Its also worth mentioning that all searches in Microsoft CRM are NOT case sensitive.

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Using the Microsoft CRM Address Bar

In addition to finding records based on specific text, CRM provides users with an intuitive address bar. Simply apply a view (using the View field in the upper right corner of the screen), then select a letter in the alphabet at the bottom of the screen. Based on the view applied, Microsoft CRM will then display all records that BEGIN WITH the letter chosen.

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Managing Accounts
Accounts represent organizations or companies. They also represent the foundation of Microsoft CRM. When contacts are added to the system, they are typically defined within an account. Accounts are categorized using the Relationship Type and account Type fields embedded within each account record. These fields help to further define and characterize each account. The Relationship Type field specifically defines the accounts relationship with GAF from a sales perspective. See the illustration below for the list of available values:

The Type field determines what the accounts primary business is. This is helpful in instances where different segments (or account types) need to be segregated or isolated. (Again, see next page for list of available values).

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Two-Stepper Accounts
GAF has a special account relationship called Two Two-Steppers. Two-Steppers do not purchase directly Steppers through GAF, but buy through one or more dealers. In CRM, two-stepper accounts are identified as stepper either a Parent Account or a Sub-Account. This is defined in the Two Stepper Type field on the Account Account. Two-Stepper record. Below is an overview of the Two Two-Stepper Account functionality.

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Parent and Sub Accounts

Scenario: A lumber yard buys from a few different distributors. When each of those distributors submits their order for the product, the lumber yard is associated with a unique, account number in PeopleSoft for the unique: [SHIP TO]: [DISTRIBUTOR] combination. There are two fields are the account level which help define the relationship between the Parent Account and the related Sub-Accounts. These fields are: Parent Account: This is the main CRM Account which all activities and contacts for the two-stepper will be defined within. When in a Sub-Account record, this field provides a quick link to the Parent Account record Two-Stepper Type: The Two-Stepper Type field identifies if the currently selected account is a Parent Account or a Sub-Account. Example: Parent Account for H & S Building Materials

Sub-Accounts of H & S Building Materials

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Sub-Account: Below is an example of a sub-account for H & S Building Supply which purchases through Dallas Wholesale

A Couple of Important Key Points about this Concept: When adding or managing activities or contacts manage them at the Parent Account level only. When creating filters using the advanced find tool, keep this in mind! If you want to find all of the accounts in Chicago, IL, make sure you includes the following condition:

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Adding a New Account

New accounts are added to CRM through integrations with existing GAF system or CRM users. CRM users WILL add the accounts for: Contractor who is not certified Architects who are not in AIS Prospects

CRM users will NOT add accounts for: Distributors already in PeopleSoft that we sell to GAF Certified Contractors Architects in AIS

To add a new account: 1. To add a new account to Microsoft CRM, begin by making sure that the account being entered doesnt already exist. To do this, see the previous section concerning searches. 2. Next, be sure the account record type is selected in the navigation bar. 3. With the account record type selected, use the first button in the list view toolbar to add a new account.

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4. When the new button is selected, Microsoft CRM will open a new, blank account record:

5. Once all of the information concerning the new account record is defined, use one of the Save buttons on the form to preserve the information.

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The following section looks closely at the information contained within the account record. The information defined within the record is organized by tabs. Each tab is highlighted, illustrated and discussed below.

Defining Account Information

The documentation (and the application) is organized via tabs and a navigation bar. When examining the account record (and all record types) youll notice a series of tabs organized across the top of the form. Additionally, there is a record-level navigation bar along the left side of the record which contains additional information organized logically. The next section of this document explores the tabs associated with the account record.

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The General tab The general tab is used to define high level information concerning an account. The following screenshot illustrates this section of the form and defines the important fields.

Field Name
1 2 Account Name (required) Parent Account

Description
A standard text field which defines the name of the organization being defined within Microsoft CRM A lookup (search) field which if populated allows you to view the parent account information for a subaccount. This field IS EXTREMELY IMPORTANT FOR THE CONCEPT OF TWO-STEPPER ACCOUNTS. The Parent Account field provides users with simple, intuitive access to the Parent account where all of the information regarding contacts and activities should be recorded. Similar to the Parent Account field, this field allows users to use the associated lookup (magnifying glass) control to link an established contact record to the current account. This field essentially categorizes each account record as either being a: Customer, Prospect, Lead or Other. Customer = Sales Customer* Other = Contractor or Architect/Specifier *Customer will never be selected. This is only used by the system for existing customers from PeopleSoft. This field is used to classify accounts with regards to distribution. Values stored within this field include: Broker, Co-op, Dealer, Direct Sold Contractor, Distributor, Manufactured Housing, Private Label and Retail If the company is a Two-Stepper, this field will identify if the account is the Parent Account, the account where all contacts and activities should be recorded, or a Sub-Account. Sub-Accounts are informational only and should not have activities or contacts added to them. The Type field defines the type of account and includes logic which will conditionally display (or remove) relevant fields based on the value chosen. For example, when Contractor is chosen as the value for this field, an entire panel in the form appears entitled: Contractor Certification. Options available are Architect/Specifier, Contractor, Distributor, Roof Consultant, Property Management, Multiple Housing Association CRM provides the ability to categorize accounts to help you identify accounts which have a higher priority or significance to GAF. This field is not currently being utilized, but will be in the near future. Accounts may be designated as inactive in PeopleSoft while remaining Active for CRM Purposes. This will allow you to continue to record any communication you have with the organization even after they are inactivated in PeopleSoft. Loyalty Programs will identify if the account is part of the Pro Grade distributor program, This information will be updated by the system each night. Standard address fields

3 4

Primary Contact Relationship Type (required)

Channel

Two Stepper Type Type (required)

8 9

Category PeopleSoft Status

10 11

Loyalty Programs Address

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If the account type is equal to Contractor, conditional fields will be displayed in the lower portion of the General tab. See illustration below.

The Account Details tab

The Account Details tab provides additional information regarding the account. The Account Follow-up Frequency is used to identify both the Recommended follow-up frequency and the Preferred follow-up frequency (expressed as the number of times an account should be visited within a year). Recommended: this value is calculated automatically by the system and cannot be changed. It is based on criteria such as location, 3 year sales history, and type of account. Preferred: This field will be updated manually to reflect the desired frequency based on the knowledge of the account and the territory. The Preferred Frequency is updated by the Regional Sales Manager if the account is a Contractor or a Distributor. The TM can update the Preferred Frequency for Roof Consultants and Architects/Specifiers. The information on the Account Details screen will change based on the Type selected on the General tab. If the Type = Contractor, the Contractor Licensing Information section will be displayed. Account Description is used to provide general notes about the organization, such as what they do, directions, etc. Often, people cut and paste information from the customers website in this field.

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The Sales tab

The Sales tab is updated each night and provides the sales information for each division in their respective buckets.

Attachments
The Attachments tab allows users to embed electronic files. When files are saved to an account, anyone with access to that account will have access to those files The concept of adding an attachment is similar with other record types in Microsoft CRM (accounts, contacts, activities, etc.) To add an attachment, make sure the record has been saved (initially). This step is important. The attachment button on the record-level toolbar will not appear until the record has been saved. Once saved, select the paper clip button on the toolbar (which represents attachments). Microsoft CRM will open an interface which will allow users to browse their folder structure and network locations in order to add a file.

Once the file is found and selected using the Browse button, next choose the Attach button to add the file to the Attachments tab. Note: Anyone who has access to the account record will have access to the file attached. Microsoft CRM was never intended to be a document management system. If different versions of the file exist or if users need to collaborate on a file DO NOT store the file in CRM. Electronic files in their final format are the only ones which should be stored in Microsoft CRM. 26

The Administration Tab

The Administration tab provides users with the ability to see who originally created a particular record and when the record was last modified and by whom. Most of the fields on this tab are automatically managed by the system. There is no user intervention required to manage this data.

The Administration tab includes some very important fields which are automatically calculated. They include: Created By:, Created On:, Modified By: and Modified On: fields. These fields can be used when creating views (queries or filters) in order to find specific records based on when and who created or last edited them.

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Account Level Security

When an account is added to Microsoft CRM the security regarding the record is automatically defined based on geographic information defined within the system. Once an account has been imported into Microsoft CRM or once a new account has been manually added, Microsoft CRM will automatically determine which users should have access to the account created. A few notes about security: If an account is added to CRM manually, the user who adds the account is considered the primary coverage user. More than one user defined within the coverage of an account can have the primary checkbox selected. The purpose of the primary check box is that it ultimately allows users to create queries or filters within Microsoft CRM which will only show accounts where the user has primary coverage status vs. regular coverage status. This will be helpful in a team territory to differentiate the accounts a TM is responsible for within territory. When an account is created, based on the user that created the account, Microsoft CRM will automatically add the Regionals and the Area Vice Presidents to the coverage for that account. Only Regionals and Area Vice Presidents can add additional users to the coverage of an account manually. Territory Managers CANNOT add users to account coverage.

Security at the contact level follows similar rules except that when a contact is added to the system, if the contact is specifically defined within an account, the new contact will automatically inherit the coverage from the account level.

Adding a User to the Coverage of an Account (* proper security privileges required)

In addition to the coverage automatically determined by Microsoft CRM, SOME users will have the ability to manually add additional users to the coverage so they can access to the record as well. 1. Open the account.

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2. Select the Coverage view from the navigation bar.

3. Microsoft CRM will display all coverage team members

4. To add an additional team member, select the New button at the top left corner of the list view.

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5. Microsoft will open a new coverage record

6. Select the Coverage User from the user lookup field. Do not type in this field. Use the associated magnifying glass icon to search existing CRM users from a pre-defined dynamic list.

7. Determine if the coverage team member is considered primary

Note: Remember that more than one user can be defined as a primary coverage member. This field, as mentioned earlier, was designed to enable users to query accounts (and distinguish between accounts) that they are entitled to see vs. the accounts where they have direct responsibility, etc.

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8. Define the users role with regards to their role in the coverage team.

Deleting Existing Account Coverage Users

Remember, only certain users will have the ability to add new coverage users to an account. These same users will also have the ability to remove existing coverage team members. To remove a coverage team member, select the Coverage entry in the account navigation bar then select the coverage user which should be removed and select the delete or the X button on the list view toolbar.

Note: Changes in territory responsibility will be handled systematically.

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Account Level Reports

When an account record is opened, a GAF reports menu is accessible. This menu, described and illustrated below, contains a series of reports designed to provide valuable information and analysis concerning the open record.

The GAF menu has three selections: CCZ, Sales Center and Online Inquiry. Selecting one of these will display available reports. The table below outlines the GAF reports which are accessible via Microsoft CRM. Report Name
Steep Slope Tool Utilization Report Pro Field Guide Steep Slope Score Card Low Slope Scorecard Roof Excellence Backlog Order intake by Product Sales vs. Plan Sales Review Online Inquiry

Sub-Menu
CCZ CCZ CCZ CCZ CCZ Sales Center Sales Center Sales Center Online Inquiry

Available for:
Contractors Contractors Contractors Contractors Contractors Distributors Distributors Distributors Distributors

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Managing Contacts
Contacts in Microsoft CRM represent people. When adding contacts to Microsoft CRM, these records should always be defined within an account record if possible. This makes it much simpler to organize and find specific contacts. Some information defined at the contact level (such as activities and history) will roll up to the account level (provided that the two records are connected). Most interactions (activities) happen with contacts so its important to be sure that these records are accurate and complete.

Adding New Contacts

When adding a new contact to Microsoft CRM users should perform the following steps: 1. As with accounts, make sure the contact being added doesnt already exist. To do this, perform a search (at the contact level) perhaps based on the last name of the contact. An alternative to this would be to open the appropriate account record, select Contacts within the record navigation bar as illustrated below and review whether the contact is already established within the account.

2. If the contact is not established, with the correct account open, select the Contacts view in the navigation bar then use the New Contact button on the record level toolbar.

Note: although there are other procedures available for adding contacts, the method illustrated in this documentation is the most efficient and straight-forward.

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3. When the New Contact button is selected, Microsoft CRM will open a new contact record. This method of adding a contact is advantageous because the new contact record being created will automatically include information from the account record. For example, if the account record contains an address and phone information, this data will carry over into the new contact record as a matter of convenience (but can be edited if necessary). This information CAN be edited at the contact level. The contact simply inherits some of the account information for convenience. If any of the inherited information is updated within the contact, it will not change the same fields at the account level.

4. Once the new contact record is created and the account level information is embedded, additional information can be added to the record. The next section of this document illustrates what information can be captured beyond the fields discussed above. 5. Once all of the details of the contact are defined, the record must be saved in order to preserve the data within Microsoft CRM. As with accounts, the contact record includes the same Save and Close button described earlier.

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The General tab (Contacts)

The fundamental information regarding a contact is located on the General tab. When a contact record is opened, select the General tab to see this information:

Note: One of the most important fields defined at the contact level, believe it or not, is the email address which technically includes fields for up to THREE email addresses. Although its pretty obvious what these fields are used for, its important to note that the email address fields are critical to tracking and storing inbound and outbound mail against a particular contact and account. There is a feature in Microsoft CRM which will allow users to pull outbound and inbound messages from their native Outlook interface and embed them into the appropriate CRM record with a single click (using the Track in CRM button). When a user selects the email and chooses Track in CRM, Microsoft CRM will examine the email address related to the email and, when it finds a match in CRM, it will automatically attach the email to the CRM record instantly! As an aside, the emails attached to the record will be available via the History view within the record-level navigation bar. (more on Track in CRM later in this document)

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Additionally, if a user double clicks on an email address in the contact record, Microsoft CRM will pass the email address and open a new (native) Outlook email message window.

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The Details Tab

The Details tab is used to define secondary and tertiary information concerning a contact. Fields on this tab (see illustration below) include: Professional Information fields to track manager and assistant information Personal Information fields which track personal data such as marital or relationship information, birthdays and anniversaries.

There is also a large Description field on this tab which will allow users to track any additional pertinent information regarding the contact that may not fit into one of the formal, defined fields. As with the other memo fields in Microsoft CRM, the clipboard functionality can be used to copy and paste text here.

The Administration Tab

The Administration tab defined within the contact record provides users with valuable information concerning when the records was created as well as when it was last modified (Created On and Modified On fields). Additionally, Microsoft also tracks who created the record and who last modified it (Created By and Modified By).CRM also includes a Contact Methods section (illustrated below) which allows users to track a particular contacts preferences with regards to communication.

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The Attachments Tab

The Attachments tab defined within the Contact record was designed to provide users with the ability to attach electronic documents to the open record. Also, within the Attachments tab, there is a hyperlink entitled: Click here to add a new note (see illustration below). This feature provides users with a simple, straight-forward way to embed notes within a particular contact. A couple of things to keep in mind: 1. The purpose of notes is NOT to record what transpired during a phone call or meeting Microsoft CRM includes activity scheduling and management. Within an activity record, users can include notes specific to that interaction. Notes defined within the contact record are simply there to provide additional details concerning a record that cant be addressed using one of the standard field. 2. When Microsoft CRM attaches an electronic file to a record, a COPY of the file is uploaded to the Microsoft CRM server. This means that if other users access the file they are accessing a copy not the original. If the copy encapsulated in Microsoft CRM is changed, it WILL NOT update the original file added by a user. Additionally, if the user that added the file updates their original, Microsoft CRM does not automatically upload the changes. In other words, the Attachments tab should only be used for ARCHIVE purposes. Only attach files that are in their final format and require NO changes or revisions.

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Contact Level Security

Much of this section of the training manual is VERY similar to the section regarding security at the account level. Most of the same principles apply. At the contact level, one significant additional concept is related to opting in when defining the coverage user, their role, whether or not they are a primary coverage user, etc. When a contact is added to Microsoft CRM the security regarding the record is automatically defined based on geographic information defined within the system (again, same as with accounts). When a contact is added, Microsoft CRM will automatically determine which users should have access to the record created. A few notes about CONTACT security: The user who adds the contact is considered the primary coverage user. (same as at the account level). More than one user defined within the coverage of a contact can have the primary checkbox selected. The purpose of the primary check box is that it ultimately allows users to create queries or filters within Microsoft CRM which will only show contacts where the user has primary coverage status vs. regular coverage status (regular being defined as a coverage user where the primary checkbox is not selected). When a contact is created, based on the user that created the record, Microsoft CRM will automatically add the Regional Managers and the Area Vice Presidents to the coverage for that contact. Regional Managers, Territory Managers (TMs) and Area Vice Presidents can add additional users to the coverage of a contact manually. Territory Managers CAN add users to contact level coverage.

Opt-In Rules The following rules have been defined in the system for Opt-In when new records are added to CRM. Record Type Architect/Specifier Contractor Outlook Contact GAF Contacts AVP Opt-Out Opt-Out Opt-In* Opt-Out Regional Manager Opt-Out Opt-Out Opt-In* Opt-Out Territory Manager Opt-Out Opt-In Opt-In** Opt-Out

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Adding a User to the Coverage of a Contact (* proper security privileges required)

In addition to the coverage automatically determined by Microsoft CRM, SOME users will have the ability to manually add additional users to the coverage so, they in turn, will have access to the record as well. Who Can Manage Coverage? Contact Coverage can be managed by any user who has access to the contact in CRM. This allows a TM, SSR, Regional Manager, or AVP to add someone to coverage for a contact in order to share the contact record. Once a person is added to coverage, the user can then decide if they would like to Opt-In to have that contact added to their Outlook and Blackberry. 1. Open the contact.

2. Select the Coverage view from the navigation bar.

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3. Microsoft CRM will display all coverage team members for the contact

4. To add an additional team member, select the New Coverage button at the top left corner of the list view.

5. Microsoft will open a new coverage record

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6. Select the Coverage User from the user lookup field. Do not type in this field. Use the associated magnifying glass icon to search existing CRM users from a pre-defined dynamic list.

7. Determine if the coverage team member is considered primary

Note: Remember that more than one user can be defined as a primary coverage member. This field, as mentioned earlier, was designed with the intent that users could query contacts that they are simply entitled to see vs. the contacts where they have direct responsibility, etc.

8. Define the users role with regards to their role within the coverage team.

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9. Determine if the coverage user is opting in with regards to Outlook Synchronization. When a coverage user is flagged with the Opt In value equal to Yes it means that the coverage user will synchronize this contact from Microsoft CRM to Microsoft Outlook (and subsequently to a Blackberry or other handheld device).

Deleting Existing Contact Coverage Users

Remember, only certain users will have the ability to add new coverage users to a contact. These same users will also have the ability to remove existing coverage team members. To remove a coverage team member, select the Coverage entry in the account navigation bar then select the coverage user which should be removed and select the delete or the X button on the list view toolbar.

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Managing Activities in Microsoft CRM

In addition to tracking contact and account information, Microsoft CRM provides activity management capabilities as well. When viewing a CRM record, Microsoft includes tabs that display Activities as well as History. In other words, when viewing a CRM record, its easy to quickly see all open (or pending) activities (Activities tab) as well as those that have been completed (History tab). See illustration below. Activities can be added using CRM or can be created in Outlook and tracked to CRM. Please see the end of this section for the discussion on creating activities in Outlook.

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Scheduling Activities
In order to schedule a future activity (an activity that hasnt occurred yet) begin by opening the record (ex: contact) where the activity should be defined. With the record open, select the Activities view. CRM will display an activity view. From this view, activities can be scheduled and managed.

Note: Typically, working with activities in Microsoft CRM is a two-step process.

Step 1: Schedule the activity (it will appear within the respective record(s) on the Activities tab) Step 2: Complete the activity. In Microsoft CRM, activities are not moved to the history tab based on the due date of the activity. Each activity must be reviewed and completed manually. The process of completing the activity provides the trigger that moves the activity between the tabs mentioned above.

Select the New Activity button on the record-level toolbar to create a new activity. Once selected, Microsoft CRM will present the following dialog box.

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Choose the type of activity that should be created and select OK.

*The activity types that will be used most often are phone calls and appointments. Some of the other activity types included in the New Activity dialog box are not relevant. For example, service activities are tied to Microsoft CRM features not currently being implemented. For now, ignore these activity types. For the purposes of this documentation, only the phone call and appointment activity types are discussed and illustrated. Also remember that activities scheduled at the contact level will roll-up to the account level automatically. However, in order to update the Last Contact Date for the Account, the activity should be regarded to the account. This will be discussed in more detail in the following pages.

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Scheduling Phone Calls

In order to schedule a phone call, select the phone call value defined within the New Activity dialog box. Once the phone call is selected, click OK. CRM will open the Phone Call: New dialog box (see below).

Depending on the direction (incoming or outgoing) of the phone call, the Sender and Recipient fields will be adjusted accordingly.

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The Direction field includes two radio buttons. Only one of the two buttons can be selected. (Choose one button and the value is removed from the other field). A phone call can only be incoming or outgoing but cannot be both simultaneously.

The subject of the activity is required. Just below the Subject field is a large note field where details concerning the activity can be stored. In addition, see the second tab [Notes] to add additional comments. The note field is limited to 2,000 characters. The activity will be displayed within the record that corresponds to the Sender and/or Recipient fields (depending on the direction of the call). In addition, the Regarding field in the lower portion of the screen should be used to define the account that the activity is related it.

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Why Define the Parent Account using the Regarding Field

The Regarding field is extremely important. When an account is manually associated to an activity, it updates the Last Contact Date (SS) and Last Contact Date (LS) fields at the account level automatically.

If the activity is being scheduled for future purposes, the Duration, Due, Priority, Category and Sub-category fields can be utilized for time management and reporting purposes.

Once the activity is defined, select the Save and Close button along the top of the activity window.

Note: For unscheduled activities, it would be terribly inefficient to have to perform two steps in order to have these activities appear in the history tab. As a result, Microsoft developed a streamlined, one-step process for these scenarios. The streamlined process is outlined and illustrated in the Completing Activities section below.

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Scheduling Appointments
In order to schedule an appointment, select the appointment value defined within the New Activity dialog box. Once the appointment is selected, click OK. CRM will open the Appointment: New dialog box.

The Appointment tab contains standard appointment-related fields. Required fields on the appointment tab include the subject, appointment type as well as the start and end times. For the appointment, Microsoft CRM includes Required, Optional and Regarding fields. These are used to define the attendees of the appointment. Each field allows multiple values (accounts and/or contacts).

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As with phone calls, users should use the Regarding field to define which account the activity is related to. For appointments the Regarding field is located on the Details tab (illustrated below).

Remember: the Regarding field ties the activity, in this case the appointment, back to the account so the Last Contact Date fields accurately reflect the last time the account was contacted. The Notes tab allows users to add additional information to the appointment. There is no limit to the number of notes that can be added to an appointment.

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Once an activity has been saved, its possible to add attachments. With the activity saved, select the paperclip button on the toolbar to add a file. When the paperclip button is selected, Microsoft will open a browse window (illustrated below). Using this browse window, use the Browse button to access local and network locations. Navigate to a particular drive/folder/share then select the file you wish to include. Once selected, clicking okay will return users to the dialog box below. Users need to remember that they must then select the Attach button for the electronic file to be added. Once this is done, users can then select Close.

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Viewing Activities in Microsoft CRM

Once an activity is defined it can be displayed within any of the records associated to it (contacts or accounts). When viewing an account or contact any outstanding/pending activities can be viewed on the Activities tab.

Microsoft provides excellent filtering capabilities within the activity view. While viewing the Activities tab, the Filter on: and Includes controls are available for use.

Note: Keep in mind that contacts are defined within an account. In these cases, not only will the activity be displayed at the contact-level, it will also be available when viewing activities at the account level. Additionally, appointments and tasks can potentially be synchronized with the Outlook calendar. More information on the synchronization process and how it is configured will be discussed later in this document.

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In addition to viewing outstanding activities at the record-level, CRM also provides the ability to broadly view activities. To see all of your outstanding activities, select the Workplace heading within the application-level navigation bar. Next, select My Work then Activities.

The Activities view provides an overview of all outstanding activities for a particular user. Additionally, filters are available via the top of the view to reduce the number of activities displayed based on the conditions chosen.

Note: Although new activities can be added via this view, it is generally a best practice to schedule an activity from within the related contact or account.

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Completing Activities
When activities are scheduled in Microsoft CRM, they will be considered pending or outstanding until theyre physically completed. The purpose of this section is to discuss how activities, which appear in Microsoft CRM, are marked as complete. As mentioned earlier, when an activity is defined within Microsoft CRM, it will not automatically be considered complete based on the due date of the activity. Each pending activity must be selected and marked as complete. To mark an activity as complete follow the instructions outlined below. There are two standard methods commonly used to complete activities: Option 1: Begin by accessing the record where the activity was defined. Within the record, select the Activities tab. The tab will display all outstanding activities defined within the corresponding record. Double-click to open the activity then continue with the steps outlined under the Close Appointment section.

Option 2: Begin by accessing the Activities view from the Workplace My Work sub folder. By default, all outstanding activities for the current user are displayed. As with the first method described above, double click to open the activity then follow the steps outlined under the Close Appointment section.

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Close Appointment: Open the activity to be completed by double-clicking to select. With the activity opened, from the Actions menu select the Close Appointment command (illustrated below).

Note: In addition to completing an activity, Microsoft CRM allows users to delete activities. The delete command is available via the same Actions menu. It is critical to understand the difference between deleting an activity and completing one. Deleting an activity will physically remove the activity from Microsoft CRM with virtually no reference to the record. There is no undo command nor is there a recycle bin. Once an activity is deleted, theres no way to get it back. On the other hand, the complete activity command is specifically chosen to move an activity from the pending status (Activities tab) to the completed status (History tab). Once the Close Appointment (activity) command is selected, Microsoft CRM will display the following dialog box:

Once the status is updated via the Status pick list, click OK and Microsoft will move the activity from the Activities tab to the History tab. 56

Note: Although an appointment was chosen as the example in the complete activity documentation above, the process and commands are essentially the same for other activity types including phone calls.

Completing an Unscheduled Activity

As mentioned above, there might be instances when an activity occurs that was unscheduled. In these scenarios it would be inefficient to go through the two step process in order to track the interaction as historical. As a result, Microsoft developed a simple feature that gives users the ability to streamline the data entry process and add completed activities directly to the history tab within a single step. Begin by opening the respective contact or account. With the record open, create a new activity. However, when saving the activity, use the Save as Completed button on the record toolbar. Activities created using this method go directly to the history tab.

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Creating Activities in Outlook

When creating activities, you will have multiple options. Activities, particularly appointments, can be created in Outlook and tracked to CRM. This is a great feature of CRM since we are often on the road meeting with a client and need to schedule a follow-up meeting. It is easy to do this in your PDA and synchronize the activity to Outlook. Once the activity is in Outlook, you can choose to Track it to CRM in order to create the activity in CRM. Lets look at the integration between Outlook and CRM a little more closely.

Outlook and CRM Integration

When CRM is installed on your system, you will most frequently access it through Outlook. You will notice a new toolbar in Outlook for CRM. This toolbar allows you to access the most frequently used CRM features include adding new records (Accounts, Contacts, Activities, etc), adding activities, and tracking Outlook activities and emails to CRM.

If there is an activity or an email in Outlook that you would like to transfer to CRM, it is not necessary to recreate that activity in CRM. You can simply promote the Outlook record to CRM in two easy steps: 1) Track to CRM: Links the activity or email to Microsoft CRM and specifically to the contact that the Outlook record is related to. For example, if the Outlook record is an email, the email will be linked to the contact that has the senders email address 2) Set Regarding: Links the activity or email to an account. Again, this field is important. Defining the appropriate account using this field will ensure that the Last Contact Date fields accurately reflect the last time someone reached out to the account.

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To Track Activities in CRM: 1. In Outlook, select an appointment that you would like to track to CRM from your calendar

2. Click Track in CRM. A window will be displayed to let you know that the record is synchronizing to CRM. 3. Choose Set Regarding and select the name of the account that the appointment should be associated with in Microsoft CRM

4. Lookup the account you would like to link this activity to (select the account type, then perform a search based on the account name) a. You can only select one record b. After it is linked, you will see the Account Name in the [CRM] Regarding: field in Outlook

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Important: Defining the appropriate account using the Regarding field will ensure that the Last Contact Date fields accurately reflect the last time someone reached out to the account.

5. After selecting OK, you will see the synchronization confirmation window briefly displayed.

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6. You can now view the record in CRM to confirm that everything is linked properly by clicking the View in CRM button

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Tracking Emails in CRM

The process to track emails to CRM is identical to the process described above. It is important to note that if the contact(s) associated with the email are in CRM with the email address that the email was sent from. Additionally, you will want to Set Regarding to link the email to the account.

Tracking Inbound Emails 1. In Outlook Inbox, choose the email you would like to track to CRM

2. Click Track in CRM. The Synchronizing confirmation window will be briefly displayed.

3. After the item is tracked to CRM, the icon will change to let you know that it has been tracked.

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4. Next, click Set Regarding and lookup the account the email should be linked to. 5. The email will be tracked to the History of the contact that the email came from (as displayed below) as well as the account the email was regarded to.

Tracking Outbound Emails In addition to CRM tracking inbound messages, outbound messages can be addressed, delivered and tracked using Outlook and Microsoft CRM in tandem. Creating a new Outbound Email There are a couple of options with regards to creating outbound messages. Users can either: Start in Microsoft CRM, open a contact record and double click on the email address for the contact (which launches a new Outlook message addressed to the contact). Users can create a new (native) Outlook email and access the CRM Contact database.

Regardless of which method is chosen, users must remember to select the Track in CRM button in order for that particular email to be stored within the respective contact/account record. EVERY email, regardless of how it was created, must individually be promoted to CRM. Method #1: Send Email from Microsoft CRM Contact Record To send a new email from Microsoft CRM simply open the contact that the email will be addressed to. Next, double click on the email text. This will launch a new Outlook message and automatically embed the contact into the To: field.

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When the email address is selected Outlook will open a new email message:

To track this email in Microsoft CRM, prior to sending it, select the Track in CRM button on the email toolbar.

When the Track in CRM button is selected, it will appear with a yellow hue (see illustration below):

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Using the Set Regarding button to link the email to the Account When an email is tracked in CRM, users can also embed the email within one additional CRM record (For GAF, the account). Select the Set Regarding button to associate the email with the account (for two-steppers this should be the Parent Account). The Set Regarding button opens a standard Microsoft CRM lookup window and allows a user to search and select an additional account. Once the regarding field is set, users can open the regarding record and see the email via the history view.

Note: Using the method described to Set Regarding is particularly helpful to link internal GAF emails regarding a particular account to that accounts history.

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Method #2: Send an Email Directly from Outlook Using the Outlook Address Books: Emails can be sent directly from Microsoft Outlook. Users dont need to open the CRM contact and double click on the email address. The following steps outline how users can remain within native Microsoft Outlook and address a new email message without accessing the CRM database directly. Begin by creating a new Outlook email (using any standard method):

Next, select either of the To or Cc: buttons. This will open the standard Outlook address book interface.

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With the address book interface open, select the drop down associated with the Address Book field (illustrated below):

In this pick list select the CRM Contacts entry. The address book will display all contact within Microsoft CRM that the user has access to. Also note: ONLY CONTACTS WITH EMAIL ADDRESSES WILL APPEAR IN THIS LIST EVER. Once the CRM Contacts entry is selected, simply search for and select any contacts you wish to include on an email. Its also worth noting that emails can combine contacts from CRM, a users global address book or their own Outlook Contacts. Again, even though the data source for the outbound email is Microsoft CRM, users STILL need to use the Track in CRM button in order for the email to be sent back into the history view of the contact (and its account if one exists).

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Creating an Advanced Find Query

Creating a New Query
Microsoft provides access to a powerful tool that allows users to create sophisticated searches. Most of the searches discussed to this point are based on single values and are usually based on the name of the account or contact. The Advanced Find tool in CRM provides the ability to create powerful queries using criteria defined anywhere within the record. The queries/filters created using this tool can be used once (for infrequent use) or can be saved as views which are accessible via the respective record type using the View control. Additionally, views created with Microsoft CRM are initially only available to the user that created them. However, there is functionality that allows users to share filters with other users. The basic steps to creating a new query are: 1. 2. 3. 4. Determine which type of record you want to search for (i.e. Account or Contact) Determine your criteria (i.e. Contractors in New York) Review the results Save the view for future use

In the following pages, we will review the steps to create a new query. We will create a query for Active Contractors in the state of New York. This query will be saved to allow it to be used in the future. 1. Open the Advanced Find tool. You can find a button on the toolbar to access this.

2. Once the Advanced Find button is selected, Microsoft CRM will open a window where the properties of the query can be managed.

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3. Click the New button to create a new query

4. Select the desired type of record in the Look for: field. A list of the different types of records that can be searched will be displayed in the drop-down for you to choose from. The most commonly used record types for GAF are Accounts and Contacts. For our example, choose Accounts

Next, we will begin to define the criteria or conditions for our query. When defining a condition, there are typically three components: (1) the field being searched, (2) an evaluative condition and (3) the value(s) being searched:

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5. Choose the field to search. This is done by clicking on the Select link as displayed below. A list of fields associated with the record type you selected in the Look for: field will be displayed. There are a lot of fields in this list, many of which you may not use. The fields are listed in alphabetical order to make it easier to find. In our example: We are looking for Active accounts. This is defined in the Status field. Scroll in the list of fields to find Status.

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6. Select the Condition. The conditions which are available for you to select change based on the type of field selected. Fields can be Text, Numbers, or Dates. Below are the options for conditions.

In our example: Select Equals 7. Select the Value. The value is what you are searching for. Ex. Active Accounts. Click the Enter Value link (as displayed below). The Enter Value field will change after you click it depending on the type of field the value is stored in. Types of fields are Picklists, Text, Dates.

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In our example: a. Click the button and select Active from the Picklist. b. Choose Active c. Click the button to move Active to the Selected Values column d. Click OK to save the change.

Your view should now look like the following:

8. Add additional conditions to your view as needed by repeating the steps 5 7.

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In our example: We also want Contractors in the State of New York. To accomplish this we have two additional conditions to add: Type Equals Contractor State/Province Equals NY

9. Review your results. Click the Find button (bottom right corner). After entering all the necessary conditions you should review the results to ensure that they are consistent with what you expected to find.

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10. Save the query as a new view. After confirming the results the query can be saved for future reference. a. Click the Back to Query button (bottom right corner) to go back to the Advanced Find criteria window.

b. Choose Save as from the toolbar

c. Enter a meaningful name in the Name field. d. Enter a more detailed description if desired in the Description field. e. Click OK

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In our example: Name the query Active NY Contractors

f.

To confirm that the view has been saved properly, see the Use Saved View field highlighted below. If the view was saved properly, the view (identified by the name chosen) should appear (see illustration below).

g. Once the query has been saved, the Advanced Find window can be closed using the X in the upper-right corner of the window.

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Notes: The Save command is available when an existing saved view is modified and should be used to save the modifications using the same name. The terms query, filter and view all refer to the same feature. The term view is a Microsoft-specific term. The other two are general terms.

Accessing Saved Views

Once saved, views can be accessed via the respective record list view using the View control. Views available to all users appear first (System Views). Views available only to the user who created them are available via the My Views section. This provides users with the ability to create views without all users being overwhelmed by all of the individual views being created. Note: Remember that views are record type specific. In other words, when displaying a particular record type, the views displayed are context-sensitive to the record type. Select a different record type and the list of views will change.

System views are created by the administrator or another user and are read-only. In other words, the conditional statement, the columns displayed and the sort order cannot be changed. My views are views which are managed by the user who created them. If a user creates a new view using the Advanced Find tool, this view is only available to the author unless the author decided to share the view. If the view is shared, other users will see the view within their My views. Note: Users who create views can give any users access to the view as well as designate whether or not a particular user can make changes or delete the view. Although users will not be able to modify a system view, the Advanced Find tool includes a Save As function which will allow users to select a system view, make modifications then, using the Save As command, create a new view (which will be considered a my view for that user).

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Sharing a View
Views can be shared with your teammates and other users. This eliminates the need for each user to create the same view and can be particularly beneficial in team territories. Follow the steps below to share a view: 1. Click the button on the toolbar 2. Choose the Saved Views tab

3. Select the view you would like to share 4. Choose the More Actions button to view the choices 5. Choose Sharing

6. Select Add User Team. The Lookup Records window will be displayed. 7. Lookup the user you would like to share the view with. 8. Using the button, move their name from the Available Records to the Selected Records column.

9. Click OK 77

10. Confirm the user(s) has been added to the Sharing window and click OK NOTE: You must be ONLINE to share a view with other users.

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Record Counts
When a filter/view is applied, the conditions are evaluated in real-time and the results displayed immediately. When viewing the results of a query, it is often helpful to review the number of records that meet the conditions defined. Microsoft CRM includes a record count control in the lower left corner of the screen. (see illustrations below). The record count control shows the number of records displayed on the page not necessarily the total number of records defined within the results. THIS CAN BE MISLEADING!

Microsoft CRM is only capable of displaying a pre-determined number of records simultaneously. In fact, the maximum number of records that can be displayed per page is 250. In other words, if a view is applied and 500 records meet the conditions, CRM can only display the first 250 records (depending on the setting mentioned). The page control can be used to navigate among the pages containing the search results.

In addition, it is possible to use the Alpha Bar to jump directly to results which start with a particular letter of the alphabet. This is beneficial, for example if you wanted to view a contact whos last name started with T. You could click the T in the alpha field in the results of the view would only show contacts where the last name started with T:

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Account Geographic Mapping using Microsoft MapPoint

Microsoft MapPoint is an application which can plot and analyze data associated with geographic information. Territory analysis, account distribution, travel efficiency, etc. are all reasons why embedding Microsoft CRM data within MapPoint can be beneficial. The next section of this document explores the MapPoint functionality and how users can take advantage of this tool to best serve their needs. First, users SHOULD understand how views are created in Microsoft CRM. Views are essential to this integration because, before data can be passed to MapPoint, users need to consolidate and isolate only the records they want passed through for analysis. **Note: MapPoint Wizard is only configured to be used for Accounts

Selecting Data to Export to MapPoint

A previous section in this document defines the basic steps for creating an advanced find view. For this documentation we will assume that an advanced find view (NJ Contractors) already exists which isolates all active accounts located in New Jersey which are Contractors (account type = contractor) .

Once the view is selected, next select all records within the list (view results) using the check box in the upper left corner of the list view (see illustration below). Otherwise, users can use the CTRL + SELECT method to isolate and select only those records they which to push to MapPoint.

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With the desired account records selected, select the Launch Map button on the toolbar just above the list view. This will display the MapPoint Wizard. Note: The RECORDS selected within the view are what MapPoint Wizard will recognize. The columns (fields) defined within a given view are irrelevant. CRM automatically pushes the relevant data points to MapPoint which means users will never need to worry about this step.

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Determining a Starting Address

When the Launch Map button is selected, Microsoft will pass the CRM Accounts selected to the MapPoint Wizard application. The first thing MapPoint Wizard requests is a starting address. An address such as a users home or office address that can be used to analyze driving directions, proximity, etc.

Users can choose from one of the account records imported (see illustration above) or they can select the Enter Custom Starting Address button. Each time MapPoint Wizard is launched, this dialog box will appear. Users will always have the ability to determine their starting point based on data being brought in from Microsoft CRM or by manually entering an address.

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If the Enter Custom Starting Address button is selected, MapPoint Wizard will display a window where users can enter a specific address not defined within the exported data from Microsoft CRM.

Once a starting location is defined, MapPoint Wizard will proceed to the next step. It will plot all of the accounts selected from the Microsoft CRM Account level view (filter) defined and pass it to the interface illustrated below:

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The MapPoint Wizard Layout

The upper portion of the window is dedicated to the geographic representation of the data while the lower portion displays the data that was passed from Microsoft CRM.

The upper right portion includes a legend which identifies the different types of accounts selected. Each entry in the legend includes a check box. This check box can be used to filter records based on the value selected (or deselected). Remove a check box from a value and all accounts viewed on the map of that type(from the original CRM selection), will be removed from the geographic view. Similarly, select a check box and records of that type will appear (if originally included in the selection).

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All of the data (accounts) exported from Microsoft CRM can be examined using the table at the bottom of the MapPoint Wizard screen:

Use the horizontal scroll bar associated to this table view in order to view all of the information concerning each of the accounts.

Additionally, there are a series of buttons in the lower right corner which help manage the data and give users the ability to examine specific records.

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Accessing a Microsoft CRM Account Record from the MapPoint Wizard View
Select the View Account button in order to launch a new independent window which will open the Microsoft CRM account record in its native format (where all information can be viewed).

Viewing Plotted Account Data Points

Select a plotted data point on the map to display high level details regarding the account selected.

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Export Accounts to MapPoint

If you would like to take advantage of additional features, such as turn-by-turn directions, routing, etc, you can export the accounts from the MapPoint Wizard to the MapPoint application. The MapPoint application provides robust functionality to plan and route the selected accounts. Records can easily be exported from the MapPoint Wizard to MapPoint by selecting the Export button at the bottom of the MapPoint Wizard screen.

After clicking the Export button, you will be prompted to Save the file. If this is a file that you will use often, name the file for the specific purpose (i.e. My Contractors) MapPoint will open with the accounts selected on the map. From this point, you can take advantage of all of the features of MapPoint, such as turn-by-turn, route optimization, etc.

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Offline Access
For the CRM users who have Offline Access, you will be able to take a copy of a subset of the database with you. This is beneficial if you want to work on CRM while you are traveling and dont have access to the network. In Outlook, you will have a toggle button for Go Offline/Go Online. This will provide access to quickly and easily go online or offline.

When going offline, you will not take the entire database with you. The records which will be synchronized to your laptop will depend on the settings defined by you CRM Administrator. The following information will be available while offline: RECORD TYPE Accounts Contacts OFFLINE AVAILABILITY All accounts which you have coverage for All contacts which you have coverage for and are flagged as YES for Opt-In. These same contacts will also be synchronized to your Outlook Contacts and your Blackberry. All activities which are associated with an account or contact you have in your offline database All attachments which are associated with an account, contact, or activity you have in your offline database.

Activities (Phone Calls, Appointments, Emails)

Attachments

IMPORTANT: Its absolutely critical to remember that anytime you leave the office with your laptop, you should select the Go Offline button prior to disconnecting from the network. Similarly, when you return to the office, once a network connection has been established, you should select the Go Online button in order to ensure that you have access to the most up-to-date information.
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To Go Offline:
1. In the Outlook Client, select the Go Offline button from the CRM toolbar 2. The Synchronizing window will be displayed which provides an update of the changes which are being sent to your local database.

3. This window will automatically close when the synchronization process is complete 4. The Go Offline button will change to Go Online.

*The time it takes to go offline depends on your connection speed and the amount of data which has changed in CRM since the last time you went offline. We recommend you go offline daily.

To Go Online:
1. Ensure that you are connected to the network, either in the Office or via the VPN. 2. In the Outlook Client, select the Go Online button from the CRM toolbar 3. The Synchronizing window will be displayed which provides an update of the changes which are being sent to the network database.

4. This window will automatically close when the synchronization process is complete 5. The Go Online button will change to Go Offline.

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Appendix A - GAF System Integration with MSCRM

GAF has many different systems which are currently updating MSCRM in order to provide you with a centralized location to manage your activities with Distributors, Contractors, Architects, and additional contacts. Below is a brief overview of the information which is being integrated with CRM at this time: Customers (Distributors, Direct Sold Contractors): Customer information is being imported from PeopleSoft. This includes their Company Name, Address, and Phone Number. Any account which originates from PeopleSoft cannot be modified in CRM. The customer data will be updated each night. If an account is also a two-stepper or purchases through a buying group it is possible to see these relationships in CRM. Customer Sales Data: The YTD, Last Years Sales, and MTD sales are imported and updated each night from the Data Warehouse. This will provide a snapshot of the sales for each customer Contractors: Contractors are imported from Progress and will be updated each night. This includes certification level, renewal information, and licensing information. Architects/Specifiers: Architects and Specifiers are imported from AIS on a nightly basis. If an account is imported from AIS, it cannot be updated in CRM. For all integrated Accounts, you will not be able to update the Account information directly in CRM. If a change is required, the change will need to be made in the source system (PeopleSoft, Progress, or AIS). However, you are able to add Contacts and Activities to the records in CRM.

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Appendix B: CRM Options

There are a series of settings defined within Microsoft CRM that MUST be set on a per-user basis. The following appendix outlines the settings that GAF recommends for all of their users. Its important to note that users only need to apply these settings ONCE. Microsoft CRM will remember all settings for any subsequent login.

Setting CRM Options

In Outlook, access the CRM Options dialog box from the CRM menu, select the Options command.

When the Options command is selected, Microsoft will open the following dialog box. All of the settings found within the options interface are organized according to tabs. The following recommended settings will be discussed on a per-tab basis:

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General Tab:
The following settings should be changed:

1. Set the number of records show per page in any list of records = 250 2. Select the default mode in Advanced Find = Detailed 3. Select a default currency = US Dollar

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Synchronization Tab:
The following settings should be changed:

1. Synchronize Microsoft Dynamics CRM items with my default Outlook folders = all check boxes should be selected. 2. Update the company field for Outlook contacts = Update Company fields with parent account names = checked 3. Schedule automatic synchronization with Outlook = 30 minutes 4. Select what to do if duplicate records are found during synchronization = Do not create the duplicates

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Email Tab:
The following settings should be changed:

1. Select how CRM for Outlook should integrate e-mail with Microsoft Dynamics CRM = checked. 2. Select the e-mail messages to track in Microsoft Dynamics CRM = Microsoft Dynamics CRM icon

Address Book Tab:

The following settings should be changed:

1. Select how e-mail recipients are reconciled with Microsoft Dynamics CRM records [CONTACTS] = Match all contacts in Microsoft Dynamics CRM 2. [OTHER RECORD TYPES] = Match all items in Microsoft Dynamics CRM 3. Select how often the Outlook Address Book should be updated from Microsoft Dynamics CRM = 24 hours

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Setting your Time Zone:

In order to set your time zone, you will need to access CRM through the Web Client. 1. Close Outlook 2. Click on the following link: http://waynecrmap1:5555 3. Click on Tools -> Options

4. On the General tab, select the Time Zone from the drop-down list as shown below:

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Appendix C: Cleaning Up Outlook Contacts from Contact Load

When users access the Contacts record type within Microsoft CRM a view is accessible and is referred to as: 1_Outlook Contact Cleanup (see illustration below).

The purpose of this view is to provide users with a focused list of contacts which need to be cleaned up in CRM within 30 days. These contacts were in your Outlook file, but were not linked to a company and did not have address information. In order to keep CRM clean and useful for everyone, we require that contacts have this information. All users need to review the contacts contained in this view as soon as possible. The purpose is to examine each record within the results and link the contact to a company record as well as adding in relevant missing contact information. When there are no contacts left when this view is applied, the task is complete. Microsoft CRM will DYNAMICALLY update this list immediately. In other words, if a contact is added to a company, that contact will be removed from this list immediately.

What contacts are defined within this view?

The contact Status field is equal to Active and the Status Reason field is equal to Temp.

Linking records to an Account?

In order to link these contacts to an account you will need to perform the following steps: 1. 2. 3. 4. Click on Contacts and select the 1_Outlook Contact Cleanup view Select and open a contact in the list Update the address, phone number, and email fields as needed In the Link to Account field, select the lookup button to search for the account this contact should be linked to.

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5. Search for the account (using the searching methods described earlier in this manual)

a. If the account is not found and the account is not one of the following, add the account to CRM: 1. Customer account 2. GAF Certified Contractor 3. Architect in AIS 6. If the account is not found and is one of the account types listed above, contact the Regional Manager for the territory to request to be added to coverage for that account. 7. Once the account is found or created, select the account and click OK to return to the contact

8. Save and Close the contact. It will be removed from your list within the next day. 97

Appendix D: Synchronizing Outlook Contacts to Microsoft CRM

Business contacts which were created in Outlook in the period of time between sending your Outlook file of contacts and now can be synchronized to CRM using the Track in CRM method. This prevents the need to re-type the information you already entered in Outlook. However, you will need to follow the steps below to ensure that the information is entered correctly. . When an Outlook contact is tracked in CRM a new Microsoft CRM contact is created and is automatically linked to the Outlook contact. In order to push an Outlook contact into Microsoft CRM, open the Outlook contact and select the Track in CRM button (illustrated below):

Note: From your Blackberry you cannot mark contacts as Track in CRM. This option is only available in Outlook.

Setting the Account:

In Microsoft CRM, virtually all contacts are defined within company records. (For more on the relationship between companies and contacts see the introduction to this manual). When an Outlook contact is tracked in CRM, the Microsoft CRM COMPANY record is not defined. USERS MUST MANUALLY DEFINE WHICH CRM COMPANY THE CONTACT BELONGS TO WHERE APPLICABLE. THE MICROSOFT OUTLOOK COMPANY FIELD IS IGNORED WHEN A CONTACT IS TRACKED IN CRM.

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When the Set Parent button is selected, select the Account command. This will open a Microsoft CRM lookup interface providing users with the ability to link this contact to an ESTABLISHED Microsoft CRM Account. The account must exist in CRM in order to link the contact. Once an Outlook contact is tracked in CRM and is linked to a parent company, the Outlook contact will include the following banner:

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Appendix E: Troubleshooting Common Issues

The following section was designed to provide users with explanations (and standard actions) that can be taken in certain situations. In some situations, as discussed below, it is best to contact an administrator or the helpdesk. ISSUE: CAUSE: CRM Toolbar is grayed out in Outlook The CRM Toolbar becomes inactive in Outlook when you are working online and CRM loses connectivity with the server. This typically happens because there was an interruption in network connectivity or your computer went into stand-by mode. Confirm you have a network connection and restart Outlook.

RESOLUTION:

ISSUE:

Trying to Authenticate message is displayed in the lower right corner of my screen. This typically happens because there was an interruption in network connectivity and you currently are not connected to the network. This message will occur if you are working online. Connection to the network is not required offline. Reconnect to the network and the VPN. Connectivity to CRM should be restored. If it is not restored on its own, restart Outlook.

CAUSE:

RESOLUTION:

ISSUE: CAUSE:

When I go offline, I cant see all of my contacts The only contacts which are synchronized to your offline database (and Outlook Contacts and Blackberry Contacts) are those which have Yes in the Opt-In field for your coverage. 1. 2. 3. 4. 5. Go Online and lookup the contact that you cannot see when you are offline. Open the Contact and select the Coverage link. Open your Coverage record Select Yes for Opt-In Save and Close

RESOLUTION:

There is a process which runs in the background. The contact will be available to synchronize to your laptop after 15 minutes.

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