Академический Документы
Профессиональный Документы
Культура Документы
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
December 2007 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property.
2005 Microsoft Corporation. All rights reserved. Microsoft and Solomon are either trademarks or registered trademarks of Microsoft Corporation or Dynamics GP Software, Inc. or their affiliates in the United States and/or other countries. Dynamics GP Software, Inc. is a subsidiary of Microsoft Corporation. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Objectives...........................................................................................................0-1 Introduction.........................................................................................................0-1 E-Learning..........................................................................................................0-1 Foundation Library .............................................................................................0-1 Courses ..............................................................................................................0-2 Quick Interaction: Lessons Learned ...................................................................0-8
1-1
Objectives...........................................................................................................1-1 Introduction.........................................................................................................1-1 Gaining a Competitive Advantage through CRM................................................1-2 Understanding Customer Relationships in Microsoft Dynamics CRM................1-3 Balancing Usability and Reporting .....................................................................1-3 Managing Processes with Microsoft Dynamics CRM .........................................1-4 Summary ............................................................................................................1-6 Test Your Knowledge .........................................................................................1-7 Quick Interaction: Lessons Learned ...................................................................1-8 Solutions.............................................................................................................1-9
2-1
Objectives...........................................................................................................2-1 Introduction.........................................................................................................2-1 Understanding the Microsoft Dynamics CRM Server and Client Options ..........2-2 Accessing Microsoft Dynamics CRM..................................................................2-4 Understanding the Microsoft Dynamics CRM User Interface .............................2-5 Getting Help .......................................................................................................2-8 Personalizing the CRM Experience....................................................................2-8 Summary ............................................................................................................2-9 Test Your Knowledge .......................................................................................2-10 Quick Interaction: Lessons Learned .................................................................2-11 Solutions...........................................................................................................2-12
3-1
Objectives...........................................................................................................3-1 Introduction.........................................................................................................3-1 Understanding Multi-Language Support in Microsoft Dynamics CRM ...............3-2 Understanding Multi-Currency Support in Microsoft Dynamics CRM.................3-3 Setting Personal Options....................................................................................3-4 Summary ............................................................................................................3-6 Test Your Knowledge .........................................................................................3-7 Quick Interaction: Lessons Learned ...................................................................3-9 Solutions...........................................................................................................3-10
4-1
Objectives...........................................................................................................4-1 Introduction.........................................................................................................4-1 Viewing the Customer through Microsoft Dynamics CRM..................................4-2 Microsoft Dynamics CRM in Your Organization .................................................4-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Page
5-1
Objectives...........................................................................................................5-1 Introduction.........................................................................................................5-1 Understanding Microsoft Dynamics CRM for Outlook ........................................5-2 Understanding Integration Between Microsoft Dynamics CRM and Outlook .....5-3 Understanding Records in Microsoft Dynamics CRM for Outlook......................5-3 E-mail Management in Microsoft Dynamics CRM for Outlook ...........................5-6 Creating Mail Merge Documents ........................................................................5-9 Understanding Differences Between Outlook Clients.......................................5-14 Synchronizing CRM Data .................................................................................5-16 Summary ..........................................................................................................5-18 Test Your Knowledge .......................................................................................5-19 Lab 5.1 - Creating an Opportunity and an Appointment From an Inbound E-mail5-21 Quick Interaction: Lessons Learned .................................................................5-25 Solutions...........................................................................................................5-26
6-1
Objectives...........................................................................................................6-1 Introduction.........................................................................................................6-1 Introducing Sales Management..........................................................................6-2 Managing Leads .................................................................................................6-4 Managing Opportunities .....................................................................................6-5 Processing Sales Orders....................................................................................6-6 Managing Products and Pricing..........................................................................6-7 Keeping Track of Competitors ............................................................................6-8 Managing Sales Literature .................................................................................6-9 Summary ..........................................................................................................6-11 Test Your Knowledge .......................................................................................6-12 Lab 6.1 - Create Competitors ...........................................................................6-14 Quick Interaction: Lessons Learned .................................................................6-15 Solutions...........................................................................................................6-16
7-1
Objectives...........................................................................................................7-1
Page
ii
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Table of Contents
Introduction.........................................................................................................7-1 Understanding Opportunities..............................................................................7-2 Sales Processes and the Sales Pipeline Report ................................................7-3 Creating Opportunities .......................................................................................7-8 Working with Opportunities...............................................................................7-10 Closing Opportunities .......................................................................................7-14 Summary ..........................................................................................................7-17 Test Your Knowledge .......................................................................................7-18 Quick Interaction: Lessons Learned .................................................................7-24 Solutions...........................................................................................................7-25
8-1
Objectives...........................................................................................................8-1 Introduction.........................................................................................................8-1 Using Leads in Microsoft Dynamics CRM ..........................................................8-2 Creating and Importing Leads ............................................................................8-4 Demonstration: Converting a E-mail Activity to a Lead ......................................8-8 Tracking and Converting Leads..........................................................................8-9 Demonstration: Convert a Lead .......................................................................8-10 Disqualifying and Reactivating Leads ..............................................................8-11 Reporting on Leads ..........................................................................................8-12 Summary ..........................................................................................................8-12 Test Your Knowledge .......................................................................................8-13 Lab 8.1 - Managing and Creating Leads ..........................................................8-16 Lab 8.2 - Create Leads.....................................................................................8-17 Lab 8.3 - Qualify and Convert Leads................................................................8-19 Quick Interaction: Lessons Learned .................................................................8-21 Solutions...........................................................................................................8-22
9-1
Objectives...........................................................................................................9-1 Introduction.........................................................................................................9-1 Understanding the Product Catalog ...................................................................9-2 Unit Groups ........................................................................................................9-6 Adding Products .................................................................................................9-9 Creating Price Lists ..........................................................................................9-10 Creating Discount Lists ....................................................................................9-13 Summary ..........................................................................................................9-16 Test Your Knowledge .......................................................................................9-17 Lab 9.1 - Create a Unit Group and a Price List ................................................9-19
10-1
Objectives.........................................................................................................10-1 Introduction.......................................................................................................10-1 Understanding Sales Order Processing ...........................................................10-2 Creating and Revising Quotes .........................................................................10-2 Creating and Tracking Orders ..........................................................................10-5 Creating and Closing Invoices..........................................................................10-7 Summary ........................................................................................................10-10 Test Your Knowledge .....................................................................................10-11
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Page
iii
11-1
Objectives.........................................................................................................11-1 Introduction.......................................................................................................11-1 Evaluating Sales Data ......................................................................................11-2 Measuring Performance with Sales Productivity Reports.................................11-2 Using Export to Excel .......................................................................................11-5 Using the Report Wizard ..................................................................................11-7 Summary ..........................................................................................................11-9 Test Your Knowledge .....................................................................................11-10 Quick Interaction: Lessons Learned ...............................................................11-15 Solutions.........................................................................................................11-16
12-1
Objectives.........................................................................................................12-1 Introduction.......................................................................................................12-1 Benefits of Closed Loop Marketing...................................................................12-2 Marketing Campaigns Versus Quick Campaigns .............................................12-2 Using Quick Campaigns ...................................................................................12-3 Understanding Marketing Campaigns ..............................................................12-5 Managing Campaign Responses .....................................................................12-8 Analyzing Campaigns.......................................................................................12-8 Summary ..........................................................................................................12-9 Test Your Knowledge .....................................................................................12-10 Quick Interaction: Lessons Learned ...............................................................12-12 Solutions.........................................................................................................12-13
13-1
Objectives.........................................................................................................13-1 Introduction.......................................................................................................13-1 Creating Quick Campaigns ..............................................................................13-2 Creating a Marketing Campaign.......................................................................13-5 Creating and Using Marketing Lists................................................................13-10 Creating and Using Campaign Templates......................................................13-12 Summary ........................................................................................................13-16 Test Your Knowledge .....................................................................................13-17 Lab 13.1 - Quick Campaigns ..........................................................................13-19 Lab 13.2 - Create a Marketing Campaign ......................................................13-20 Lab 13.3 - Campaign Tasks and Activities .....................................................13-23 Quick Interaction: Lessons Learned ...............................................................13-24 Solutions.........................................................................................................13-25
14-1
Page
iv
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Table of Contents
Capturing and Viewing Campaign Responses .................................................14-4 Working With Campaign Responses................................................................14-7 Analyzing Marketing Information ....................................................................14-10 Summary ........................................................................................................14-15 Test Your Knowledge .....................................................................................14-16 Lab 14.1 - Create a Campaign Response ......................................................14-20 Quick Interaction: Lessons Learned ...............................................................14-22 Solutions.........................................................................................................14-23
15-1
Objectives.........................................................................................................15-1 Introduction.......................................................................................................15-1 Getting Started with Service Management .......................................................15-2 Understanding Subject Trees ...........................................................................15-3 Understanding the Service Management Process Flow...................................15-5 Summary ..........................................................................................................15-9 Test Your Knowledge .....................................................................................15-10 Quick Interaction: Lessons Learned ...............................................................15-12 Solutions.........................................................................................................15-13
16-1
Objectives.........................................................................................................16-1 Introduction.......................................................................................................16-1 Understanding Contracts..................................................................................16-2 Creating and Managing Contract Templates....................................................16-6 Creating a Contract and Contract Lines ...........................................................16-8 Modifying Contracts and Contract Lines.........................................................16-13 Renewing Contracts .......................................................................................16-14 Working with Contracts...................................................................................16-16 Summary ........................................................................................................16-17 Test Your Knowledge .....................................................................................16-18 Lab16.1 - Creating Contracts and Contract Lines ..........................................16-20 Lab16.2 - Using Hold, Release Hold, and Renew Contract ...........................16-22 Quick Interaction: Lessons Learned ...............................................................16-24 Solutions.........................................................................................................16-25
17-1
Objectives.........................................................................................................17-1 Introduction.......................................................................................................17-1 Understanding Case Management...................................................................17-2 Viewing Cases..................................................................................................17-6 Creating Cases.................................................................................................17-7 Assigning and Reassigning Cases .................................................................17-11 Accepting cases .............................................................................................17-12 Viewing, Editing, and Working on Cases........................................................17-13 Resolving Cases ............................................................................................17-15 Sharing Cases ................................................................................................17-18 Reactivating Cases ........................................................................................17-20 Canceling and Deleting Cases .......................................................................17-22 Using Case Management Reports .................................................................17-23
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Page
18-1
Objectives.........................................................................................................18-1 Introduction.......................................................................................................18-1 What is the Microsoft Dynamics CRM Knowledge Base? ................................18-2 Working with Article Templates ........................................................................18-4 Creating and Submitting Articles ......................................................................18-7 Approving, Publishing, and Rejecting an Article...............................................18-9 Finding Information in the Knowledge Base ...................................................18-11 Summary ........................................................................................................18-13 Test Your Knowledge .....................................................................................18-14 Lab 18.1 - Creating, Submitting, and Publishing Knowledge Base Articles ...18-16 Lab 18.2 - Reviewing, approving and rejecting Knowledge Base Articles......18-18 Quick Interaction: Lessons Learned ...............................................................18-20 Solutions.........................................................................................................18-21
19-1
Objectives.........................................................................................................19-1 Introduction.......................................................................................................19-1 Overview of Queues .........................................................................................19-2 Setting Up Public Queues ................................................................................19-4 Deleting Queues...............................................................................................19-7 Working with Queues .......................................................................................19-8 Summary ........................................................................................................19-10 Test Your Knowledge .....................................................................................19-11 Lab 19.1 - Creating and Assigning to Queues................................................19-13 Quick Interaction: Lessons Learned ...............................................................19-15 Solutions.........................................................................................................19-16
20-1
Objectives.........................................................................................................20-1 Introduction.......................................................................................................20-1 Service Scheduling Introduction and Terminology ...........................................20-2 Service Scheduling Scenarios..........................................................................20-4 Service Scheduling Process Flow ....................................................................20-7 Demonstration ..................................................................................................20-8 Summary ........................................................................................................20-10 Quick Interaction: Lessons Learned ...............................................................20-14
21-1
Objectives.........................................................................................................21-1 Introduction.......................................................................................................21-1 Scheduling Services .........................................................................................21-2 Navigating and Booking Service Activities in the Service Calendar .................21-3
Page
vi
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Table of Contents
Booking Service Activities in the Service Calendar ..........................................21-5 Demonstration: Create and Schedule a Service Activity Using the Service Calendar...........................................................................................................21-6 Scheduling Service Activities ...........................................................................21-7 Close, Cancel, or Reschedule a Service Activity............................................21-12 Demonstration: Reschedule a Service Activity...............................................21-13 View Service Activities and Appointments......................................................21-14 Setting Service Activity Preferences for Customers .......................................21-17 Summary ........................................................................................................21-17 Test Your Knowledge .....................................................................................21-19 Lab 21.1 - Scheduling a Service Activity for a Case.......................................21-22 Lab 21.2 - Create and Schedule a Service Activity ........................................21-24 Lab 21.3 - Following Up on Appointments, Adding Notes, and Changing Service Statuses .........................................................................................................21-27 Quick Interaction: Lessons Learned ...............................................................21-29 Solutions.........................................................................................................21-30
22-1
Objectives.........................................................................................................22-1 Introduction.......................................................................................................22-1 Scenario ...........................................................................................................22-2 Scheduling Users and Other Resources for Services ......................................22-2 User Work Schedules.......................................................................................22-3 Creating a Group of Resources that can be Scheduled Together....................22-9 View Schedules for Resources.......................................................................22-12 Manage How Resources are Allocated for Service Activities.........................22-13 Create, Edit, or Add Members to a Site..........................................................22-18 Set or Edit Business Closures ........................................................................22-21 Summary ........................................................................................................22-23 Test Your Knowledge .....................................................................................22-24 Lab 22.1 - User Work Schedules....................................................................22-28 Lab 22.2 - Create Business Closures.............................................................22-29 Lab 22.3 - Remove a Resource from a Scheduled Service ...........................22-31 Quick Interaction: Lessons Learned ...............................................................22-33 Solutions.........................................................................................................22-34
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Page
vii
Page
viii
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
Training is a vital component of retaining the value of your Microsoft Dynamics CRM investment. Quality training from industry experts helps keep you updated on your solution and develops skills to maximize the value of your solution. Whether choosing e-Learning, instructor-led training, or self-paced study using training manuals, there is a type of training that meets your needs. Additionally, validate your training and demonstrate your expertise with one of many Microsoft Dynamics CRM certification designations. Choose the training or certification type that best enables you to stay ahead of the competition.
E-Learning
Online training for Microsoft Dynamics CRM products helps you increase your productivity without spending time away from your home or office. e-Learning allows you to learn at your own pace through flexible access to training, therefore proving beneficial for those lacking the time or budget to travel. e-Learning is available as tutorials in the Foundation Library or as an eCourse.
Foundation Library
The Foundation Library is a fee-based collection of overview tutorials specific to the Microsoft Dynamics CRM family of products. These tutorials have the following features: Covers a broad range of topics at a high level, and typically does not exceed 60 minutes in length. Provides tips and tricks to show you how to increase productivity and save time. Enables you to learn about the changes in features and functionality of a new version. Allows you to evaluate a new Microsoft Dynamics CRM module or product.
Foundation Library subscriptions are available for individual purchase or through partner and customer service plans.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
0-1
Courses
eCourses
eCourses are fee-based online training courses designed to cover detailed concepts on specific product areas and can allow you to: Gain in-depth technical and business application training through daily on-demand training. Learn at your own pace - lessons can be stopped and restarted, skipped, or repeated. Save time and increase your productivity. Receive product knowledge comparable to instructor-led training without the need for travel or time away from the office. Gain beneficial training when preparing for Microsoft Dynamics CRM certification exams.
Instructor-Led Training
With instructor-led training, you can gain a solid foundation or refresh your knowledge in Microsoft Dynamics CRM products and processes while learning from an expert in an interactive environment. With courses on a variety of topics, you can: Follow demonstrations and attend presentations. Receive hands-on product experience. Participate in classroom activities and discussions with other attendees. Gain beneficial training when preparing for Microsoft Dynamics CRM certification exams.
Courseware
Courseware can be ordered for the purpose of self-paced study. These materials are comparable to Courseware used with instructor-led training, and enable you to: Learn at your own pace. Refer to an abundance of tips, tricks, and insights. Learn in a self-study format when preparing for Microsoft Dynamics CRM certification exams.
0-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Certifications
The Microsoft Dynamics CRM certification program recognizes an individual's expertise in working with a Microsoft Dynamics CRM product for individuals as part of the Microsoft Dynamics CRM certification program.
Preparation
Training for Microsoft Dynamics CRM can help you develop the skills you need to do your job. However, Microsoft does not expect or intend a course to be the sole preparation method for passing a certification exam. To help prepare for a certification exam, Microsoft highly recommends the use of the preparation guides available for each exam. Preparation guides contain valuable information about a specific exam, including: The target audience Skills being measured Time and passing requirements
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
0-3
Objectives
Each chapter begins with a statement of the learning objectives for the chapter. Learning objectives are important because they inform you about what needs to be done to successfully complete the chapter.
Introduction
An introduction sets the stage for the learning to take place and prepares you with key statements of the chapter.
Topics
Chapters are split into topic areas, usually according to the learning objectives for the chapter. This is beneficial in large chapters because the knowledge and skills to be learned are split up into more manageable units.
Conclusion
The conclusion wraps up the chapter by highlighting the important parts of the chapter as well as providing a transition to the next chapter. The conclusion also offers an opportunity to refresh earlier learning.
0-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Challenge Yourself! labs are the most challenging. These exercises are designed for the experienced student who requires little instruction to complete the required task. This level of exercise states the business problem to be solved and describes the tasks the learner needs to complete.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
0-5
Audience
Microsoft Dynamics CRM training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft Dynamics CRM in their organization. The class is targeted toward marketing representatives, administrators, office managers, CEOs, and consultants who need to understand the technical aspects of Microsoft Dynamics CRM and gain foundational knowledge of the application functionality.
At Course Completion
After completing this course, students should understand: Microsoft Dynamics CRM User Interface and application terminology Basic and advanced navigation and record maintenance Microsoft CRM Client for Microsoft Office Outlook functionality and synchronization Planning and budgeting tasks related to marketing campaigns Create and manage customer lists Create marketing campaigns Manage campaigns and track campaign responses Account, Contact, Lead, Opportunity, and Activity record management Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management Microsoft Dynamics CRM Advanced Find functionality to evaluate customer data
0-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Student Materials
The student materials include comprehensive courseware and other necessary materials for this class. Certification Exams This course helps to prepare for the Microsoft Dynamics CRM Applications exam.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
0-7
2.
3.
0-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson describes the overall value of creating and implementing a CRM strategy to an organization. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service. The lesson includes a brief introduction to each of the modules.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
1-1
These are important considerations, but they do not take the customer experience into account. Customers are not loyal to businesses that focus on these areas alone. The goal of CRM is to provide a complete view of the customer experience with the organization. When an organization understands all the interactions that form the customer experience, it gains important information about its customers needs. The organization can then use this information to be more effective at meeting customers current and future needs. It can also identify customers whose needs cannot be met profitably.
1-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
1-3
Microsoft Dynamics CRM is designed to help an organization acquire and retain customers and reduce the time spent on administrative tasks. It provides a robust account management system that automatically tracks sales-related activities and revenues. It includes analytical, operational, and collaborative tools you can use to improve and maintain good customer relations. It also provides tools that help assess customer value in terms of the future business they might generate. You can perform this type of analysis early to help the sales department forge strategic corporate sales relationships. The automated sales force management tools in Microsoft Dynamics CRM organize the basic information required to track sales activities and account ownership. This information can also be used to structure the sales force into territories and teams.
1-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Dynamics CRM service queuing and routing tools are designed to help you improve how incoming requests for customer service are handled by automatically directing cases to the appropriate user. You can modify the queues and routing rules as the organization, product, and customer needs change. The Knowledge Base is a repository of articles containing problem resolution information, best practices, technical details, or any other documentation that business users need to access when addressing and resolving issues. This repository serves as a central location where consistent, relevant information is available to CSRs to help them answer questions about products and services.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
1-5
Microsoft Dynamics CRM marketing campaign functionality includes reports you can use to assess both the operational and financial performance of a campaign. You can use this data to plan, forecast, and target more effectively. This information helps the marketing team assess the quality of lead sources and design campaigns that produce better results with each effort.
Summary
This lesson explained the benefits of using Microsoft Dynamics CRM to implement a CRM business strategy. We covered the basics of customer records and discussed the value of Microsoft Dynamics CRM to both management and staff. The lesson included a brief overview of the sales, service, and marketing modules that form the overall Microsoft Dynamics CRM solution.
1-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Customer Value
2. What is the benefit of building customer value? Select all that apply. (Select all that apply.) ( ) Charge existing customers more for the products that you sell ( ) Customer satisfaction ( ) Sell more products to existing customers ( ) Understand customer needs
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
1-7
2.
3.
1-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
CRM Goals
1. Which of the following are goals of a CRM system? Select all that apply. (Select all that apply.) () Acquisition and retention of customers () Reduce the time spent on administrative tasks ( ) Achieving economies of scale through mass production () Track sales related activities and revenues
Customer Value
2. What is the benefit of building customer value? Select all that apply. (Select all that apply.) ( ) Charge existing customers more for the products that you sell () Customer satisfaction () Sell more products to existing customers () Understand customer needs
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
1-9
1-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson introduces the basics of how Microsoft Dynamics CRM is installed and used in your environment. The lesson covers the different types of server and client installations, including Microsoft Dynamics CRM for Outlook. It introduces the application's user interface and its basic use. In addition, it discusses how to access Help while using Microsoft Dynamics CRM. Finally, the lesson explains how users can personalize the Microsoft Dynamics CRM experience.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-1
2-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-3
2-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Navigation Pane
In Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM areas can be accessed from the Microsoft Dynamics CRM folder. Click items on the Navigation Pane to go to entity areas, such as Accounts or Leads, or to access specific records for entities. After you select an item in the Navigation Pane, the workspace to the right changes to display information for the selected entity. Lists that appear in the workspace support common Microsoft features such as sorting, column resizing, and multiple row selection. Use the Actions toolbar and Actions menu above the list to interact with the items in the workspace. Select an Area, such as Sales or Service, to view common tools for that area. For example, selecting the Sales folder displays sales-focused elements from the Navigation Pane, which include Leads, Accounts, Products, and so on. Select one of these entities to display records, such as a list of leads or accounts.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-5
Workspace
After you select an item in the Navigation Pane, the workspace to the right of the Navigation Pane displays information about the selection. For top level folders such as Sales, the workspace contains a home page of categories. Often, when these are selected, the workspace displays a list of entity records; for example, you may see a list of contacts or leads. Select a specific item in the list to work with that particular record. The list page allows you to access data at the entity level and view or work across records. For example, after selecting Marketing and then Accounts, a list of all your accounts appears. Use this list page to perform actions across multiple records, such as deactivating, editing, or deleting multiple accounts. NOTE: Each item in the Navigation Pane, such the Marketing Pane, or the Sales Pane can contain lists for the same entity. For example, the Sales Pane and Marketing Pane both contain Accounts. There is no security or departmental ownership associated with these panes. Choosing Accounts opens a list of all Accounts the user has permissions to view, regardless of the originating pane.
Forms
After selecting and opening a record from a list or clicking New to create a new record, Microsoft Dynamics CRM displays a form you can use to modify the record, such as a specific contact, lead, or product. Forms appear in their own window and include their own left navigation pane.
2-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: Both Microsoft Office Outlook 2003 and Microsoft Office Outlook 2007 support Microsoft Dynamics CRM for Outlook and can be run on MicrosoftWindowsXP and MicrosoftWindowsVista. Microsoft Dynamics CRM for Outlook is not supported on MicrosoftWindows98, Windows98 SE, Windows Millennium Edition, WindowsNT Workstation 4.0, or Windows2000.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-7
Getting Help
Help is available for every screen in Microsoft Dynamics CRM. The Help button appears in the Actions toolbar, in the upper right corner of CRM forms, and in the CRM menu on the Outlook menu bar. The button on the Actions toolbar opens to a selection of help topics related to the current page. The other two options offer different ways to obtain help.
Help Features
Here are several features of Microsoft Dynamics CRM Help: Search - Use the search feature to find topics by keyword. Help on this Page - Select this feature to display help related to the current page. Contents - Select Contents to display a book-like table of contents for Help. Administrator's Guide - This feature includes information that helps users with system administration and system customization. Troubleshooting - Select Troubleshooting to obtain expert-system style assistance with common problems or questions. Resource Center - Select the Resource Center to benefit from the knowledge of the Microsoft Dynamics CRM community. You can access experts and a variety of problem-solving content, including current blog posts, newsgroup answers, and CRM articles. The articles currently in the Resource Center were selected from among Microsoft Dynamics CRM 3.0 articles that are expected to remain relevant for Microsoft Dynamics Live CRM and Microsoft Dynamics CRM 4.0.
2-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: Available languages depend on the language MUI Packs installed by the system administrator on the server. Details on the international features of Microsoft Dynamics CRM are provided in Lesson 3.
Summary
This lesson identified the server options available for deploying Microsoft Dynamics CRM as well as the different end-user clients that are available for using the application. It provided an overview of the user interface and explained different options for accessing Help. The esson also covered options users can configure to personalize their CRM experience.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-9
Operating Systems
2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.) ( ) a) Windows Vista ( ) b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98
Forms Assistant
3. 3) What is the purpose of the form assistant? ( ) a) To provide the user with help text ( ) b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record
Personal Settings
4. 4) Which of the following personal settings cannot be changed? ( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones ( ) d) Background color of the application
Lists
5. 5) What feature below is not supported by CRM lists (or grids)? ( ) a) Sort on multiple columns ( ) b) Resize columns ( ) c) Select multiple rows ( ) d) Delete selected record
2-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-11
Solutions
Test Your Knowledge
Clients
1. 1) Which Microsoft Dynamics CRM clients are NOT available by default? ( ) a) Microsoft Dynamics CRM ( ) b) Microsoft Dynamics CRM for Outlook () c) Microsoft Dynamics CRM mobile client ( ) d) Microsoft Dynamics CRM for Outlook with Offline Access
Operating Systems
2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.) () a) Windows Vista () b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98
Forms Assistant
3. 3) What is the purpose of the form assistant? ( ) a) To provide the user with help text () b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record
Personal Settings
4. 4) Which of the following personal settings cannot be changed? ( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones () d) Background color of the application
2-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2-13
2-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson explores how Microsoft Dynamics CRM addresses the issues of global organizations, including tasks such as enabling languages, configuring currencies, and adjusting the interface to support different languages and regions.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-1
3-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
The amount is the exchange rate for Euros to US Dollars. 7. Click Save and Close.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-3
NOTE: The exchange rate does not change automatically. Each organization must update exchange rates when appropriate. Updated exchange rates only apply to new records. Existing records retain their original exchange rate. Also, once a record is saved, its currency cannot be changed.
In addition, users can customize the locale-specific formats to display times, dates, and other numbers according to their preferences. NOTE: The personal options set on these windows are accessible to you from any computer. They are stored on the server and apply to any system you use to log into Microsoft Dynamics CRM.
3-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-5
The preview pane at the bottom of the dialog displays the new time format, based on your selections. 4. Click OK.
Summary
This lesson examined some of the features of Microsoft Dynamics CRM that are significant to global companies. Microsoft Dynamics CRM supports multiple languages. These languages must be installed using MUI Packs. Users can then select a language to use. Microsoft Dynamics CRM supports multiple currencies. Currencies may be added to the system, and exchange rates calculate the correct amounts to display to users. Users can personalize their CRM experiences to display language, currency, and locale-specific number formats based on their preferences. All these features allow an international organization to support all users.
3-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Select currency
2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. ( ) The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.
Personal Options
3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) ( ) Change the language in Help. ( ) Change the language in the user interface. ( ) Change the default currency. ( ) Deactivate a currency.
Personal Options
4. Which of the following cannot be changed using personal options? ( ) The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-7
3-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-9
Solutions
Test Your Knowledge
Base Language
1. 1. Why is the base language important in a multilingual implementation? (Select all that apply.) ( ) It is the language that all users will view in the interface. () It is the default language for all users. () It is the language that the system reverts to if no translation string is available. ( ) It is the language that all users view in Help.
Select currency
2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. () The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.
Personal Options
3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) () Change the language in Help. () Change the language in the user interface. () Change the default currency. ( ) Deactivate a currency.
Personal Options
4. Which of the following cannot be changed using personal options? () The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.
3-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3-11
3-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
Microsoft Dynamics CRM comprises a variety of tools to track, manage, execute, and report on customer interactions. The system includes a large and customizable database, a variety of workflow and automation tools, and customizable reports. The tools and processes provided in Microsoft Dynamics CRM are organized around customer records. Because the system is organized this way, it is easy to use it to support customer-centric processes and to provide a customer-centric view of an organization. This lesson explores the goals and processes to have that support a successful deployment within your organization. The lesson also introduces the core concepts of the Microsoft Dynamics CRM solution, including customer records, the types of relationships that may exist among those records, and the activities you can use to track customer interactions. Finally, the lesson covers the tools available in Microsoft Dynamics CRM to automate processes and store and use data efficiently.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-1
Other Modules
Several additional modules help marketing and sales representatives use leads and move them through the sales process to return revenue to the company: Leads: A lead is usually someone that you have collected information on, but you are not sure if they are interested in doing business with your company. Campaigns: Allows you to create marketing programs that use communication vehicles (such as ads and direct mail) to accomplish results in a specific time frame, such as introducing new products. Marketing Lists: Allows you to create lists of accounts, contacts, or leads that match a specific set of criteria. You can use marketing lists for marketing campaigns or for targeted sales work.
4-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Not all these modules are required. Every organization is different and must decide which modules to use and how to use them. The modules the organization uses work together and the information is stored in a central database. Throughout the organization, Microsoft Dynamics CRM users can view and use this information to make customer-focused decisions.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-3
Key Stakeholders
For the deployment to be successful, it is important to meet with the key stakeholders in the organization. These are the individuals whose organizational goals must be met through the use of Microsoft Dynamics CRM-and are usually the individuals who made the buying decision. The goals of these stakeholders are likely to be department-wide or organizationwide and may require gathering data or implementing supporting processes. For example, the organization might want to increase sales by implementing a standard sales process or by better leveraging its marketing campaigns. Understanding the goals that key stakeholders expect to achieve through the use of Microsoft Dynamics CRM allows the organization to decide which features to use and how to use them. For example, if the stakeholders want to better leverage marketing campaigns and create better and more targeted campaigns, it is important for sales people to provide campaign information for leads, such as by entering lead source data. If improving campaigns is a key strategic goal of the organization, consider creating workflow rules that require sales people to enter this information.
A Necessary Tension
In most sales organizations, managers track large amounts of data for analysis. This data provides important information that allows the organization to refine its processes, increase sales and marketing efficiency, and ultimately sell better and sell more.
4-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
The organization must strike a balance between supporting the deployment with adequate processes and not over-burdening end users. In some cases, it might be best to take a phased approach when introducing significant organizational change. End users should be aware of the value that workflow processes can bring to them. Users can create their own workflow processes to support their approaches within the organization's larger sales processes. Detailed information about workflow processes and how to create them is provided later in this chapter.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-5
Stages
Within each stage, there may be several steps. For example, once a lead becomes an opportunity, the organization may have a standard or recommended process to move to a sale. A service firm's process might include the following: 1. 2. 3. 4. 5. 6. Validate budget and intent to buy Meet with key decision makers at business to understand goals Present solution Send proposal Proposal accepted Statement of work (SOW) accepted
The organization can capture the status of the opportunity by using the following flags: In Progress On Hold Closed: Won Lost
4-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-7
Understanding Accounts
Accounts are records that track organizations. An account can be a company, government entity, non-profit organization, club, or any such organization. Accounts tracked in Microsoft Dynamics CRM commonly include: Customers Vendors Partners Resellers
4-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4. On the Details tab, in the Description field enter additional information about the company that might be helpful to users. 5. On the Administration tab, under Contact Methods, select the contact methods the company prefers, allows, and does not allow. 6. On the Administration tab, under Owner, select the user who owns the account using the Lookup Dialog. If this is not selected the user will default to the person who has created the account. 7. Click Save and Close. BEST PRACTICE: When creating an account, it is a good idea to complete the address section and give the address a name. An address name makes it easier to look up an address when creating a quote, order, or invoice in the future. If you choose not to create a name for the address, you can look up an address by the information in the Street field.
Understanding Sub-Accounts
A sub-account is an organization that is part of a larger organization. This feature can be used for an organization of any size. For example, a sub-account can represent a small local office of a larger company, such as the field office of a consulting firm, or a large corporation that is owned by a holding company. BEST PRACTICE: Sub-accounts are best used to represent a segment of an organization that will have sales or service items tracked separately. For example, if a regional office of a company has its own budget and purchasing authority, then it should be tracked with a sub-account. Otherwise, consider adding multiple addresses to the account. (Refer to the Understanding Addresses section below for details.)
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-9
Understanding Contacts
Contacts are records that track people. A contact can be a customer, consultant, service provider, or other individual. In business-to-business scenarios where customers refer to accounts, a contact would generally represent an employee of the account. In business-to-customer (B2C) scenarios, a contact would generally be the customer. Microsoft Dynamics CRM also allows you to track organizational hierarchies through the use of sub-contacts. This feature can be used to track professional relationships within an organization. Understanding Parent-Child Relationships Between Accounts and Contacts More specific aspects of the relationship between accounts and contacts are as follows: A contact can have only one parent account or contact. If a contact record has a parent account or contact, any sales records, opportunities, quotes, orders, or invoices related to the contact record are automatically related to the parent.
A contact is not defined as a subordinate entity of an account. Accounts and contacts can exist as separate, stand-alone records.
Understanding Addresses
Enter at least one address for every account and contact record. The address is used when creating mail merge documents. If a record does not have an address, the mail merge will not work correctly. Each account or contact record can store multiple addresses. You distinguish different addresses from each other by entering a different Address Name and Address Type for each one, such as Billing and Shipping. Additional addresses are entered in the More Addresses area under Details within the account or contact record.
4-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: Use additional addresses to store locations for accounts that do not require independent tracking of sales or customer service activities. For example, if a customer has three locations but only the headquarters location can buy your product, use More Addresses to track the addresses for the second and third locations. In this case, there is no reason to take the additional steps necessary to create sub-accounts.
To use relationship features in Microsoft Dynamics CRM, an administrator must first define the relationship roles available to the users.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-11
Relationship roles are a tool that you can use to show how an organization's accounts, opportunities, and contacts are related to and among one another.
Types of Relationships
When creating relationships between accounts, opportunities, and contacts in Microsoft Dynamics CRM, you can: Describe simple associations between customers, such as referrals. Create relationships among contacts, such as a doctor's patient with the patient's family members who share the same home address and insurance information, but have individual health records. With a hierarchical relationship, you can also define the relationship for both parties involved, such as the relationship between employer and employee. Create a relationship between a contact and an account without making the contact a part of the account. For example, your organization might have an account with a plumbing company that has several contractors on staff, and that also has an association with an electrician who is not an employee.
4-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
When a record is deleted, all its relationships are also deleted. When a record is deactivated, all relationships created while it was active continue to be available; however, you cannot create relationships with a deactivated entity. NOTE: If you are working in Microsoft Dynamics CRM for Outlook With Offline Access, you can create a relationship and specify the details; however, you must go online for the changes to become available to other users.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-13
4-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: The system administrator defines users security permissions, which identify the actions that users can perform on each record type. Permissions may allow some or all users to read account records, delete them, or perform various other actions with different records.
5. Click OK then Save and Close on the record. NOTE: If a user or team does not appear in the list, contact the system administrator.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-15
NOTE: Each activity has different fields to use. For more help refer to the Microsoft Dynamic CRM's help files. 5. Indicate the record to which this activity pertains. Depending upon the activity, you might enter this information under Regarding, Required, or Customer. 6. Click Save and Close.
4-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-17
Using Workflows
You can use Microsoft Dynamics CRM to create workflows that carry out routine tasks and enforce processes. Workflows can help ensure that the right information gets to the right people at the right time. Workflows also help employees track the steps they have to take to complete their work. By creating workflows, you can create and enforce the business logic and rules. . Managers can define, automate, and enforce specific business rules, policies, and procedures through workflows. For example, workflows can automatically escalate overdue service requests, alert salespeople about pipeline management issues, and alert the sales force about key events. Individual users can also build their own workflows to automate redundant tasks or to perform operations automatically based on events that happen in the system. For example, you can build a workflow that automatically creates a new phone call activity whenever a new lead is created. With Microsoft Dynamics CRM workflow features, you can: Define business policies based on established processes. Ensure that customer commitments are met. Automatically escalate issues to management when required. Level workloads across teams and territories. Manage key business policies and procedures. Ensure a consistent service process.
4-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Staged workflow processes are longer-running workflows that take place over many days or weeks. Standard workflow processes are designed to perform a series of actions and then terminate within a shorter period of time. Workflow processes and staged workflow processes can be started automatically by the system or initiated manually by the user.
Personal Workflows
While Microsoft Dynamics CRM workflows are a powerful way to automate tasks across an organization, they can also be an effective tool to help users perform small automation jobs. Using workflows can help individual users do their jobs more efficiently, and no job is too small to consider automating with workflow. Personal Workflows have a Scope, which defines when the workflow applies. A User-level scope means that the workflow is only triggered if the user is the one performing the action. An organization-level scope will apply the workflow regardless of who is performing the action. For example, if you create a workflow that triggers an email when an account is created and the scope is set to user, the workflow is only triggered when you create an account. If you set same workflow's scope to the organization, the workflow is triggered when anyone in the organization creates an account.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-19
Step 1: Create the Workflow Follow these steps to create the workflow: 1. In the Navigation Pane, click Settings, and then click Workflows. 2. On the Actions toolbar, click New. 3. In the Create Workflow dialog box, under Workflow name, enter [descriptive workflow name]. 4. Under Entity, select Opportunity. 5. Under Type, select New blank workflow. 6. Click OK. The Workflow Information form appears. 7. From the Start when: list, select Record Status changes and uncheck the other boxes. This will cause the workflow to be triggered when the opportunity status of the opportunity changes. 8. Under Scope, select Organization. 9. In the workflow script box, click Add Step and select Check Condition. 10. Click Type a step description here, and then type Status Check. 11. Click <condition> (click to configure). The Specify Workflow Condition form appears. 12. In the Specify Workflow Condition dialog box, click Select and under Primary Entity, select Opportunity. 13. In the next column to the left, click Select, and then select Status Reason. 14. In the next column to the left, click Select, and then select Equals. 15. In the next column to the left, click Enter Value. Click the ellipses, the Select Values dialog will display. Under the Available Values, select Won and then click >> to move it to the Selected Values area. Click OK.
4-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-21
NOTE: Workflows are not available until they are published. A workflow that has been created must be unpublished for a user to edit it. After editing, the workflow must be published again to take effect.
4-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-23
4-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: When creating AND and OR groupings on a multi, entity query, you can only group fields from the same entity. Within the Details area, Microsoft Dynamics CRM rearranges the selected rows to group them together as you have specified. They become AND or OR groups. Note that you can also use logical operators on these groups. 11. When you are finished entering criteria, on the Actions toolbar, click Save As. 12. In the Query Properties dialog box, under Name, enter a name for the search. If desired, under Description, type a brief description. Then click OK. The search is saved as a view and appears on the Saved Views tab. 13. Click Find. The selected records are displayed. 14. Click Back to Query to return to the Find tab.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-25
Because it is possible for users to create duplicate records, system administrators can schedule duplicate detection jobs to run in the background. For example, the administrator might want to schedule a duplicate detection job to run at midnight every day. When a duplicate detection job is completed, you can receive an e-mail notification so you can review the results.
4-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-27
Summary
This lesson discussed the customer-centered view that Microsoft Dynamics CRM provides to your organization. It covered the key processes you must put in place to support a successful deployment. It explained the core concepts behind Microsoft Dynamics CRM, including customer records, relationships, and activities. Finally, it discussed the tools you can use to automate tasks and processes and to store and use your data efficiently.
4-28
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Create a Record
3. 3. Which of the following should be used to create a record for a subsidiary of an existing account that has separate purchasing authority? ( ) a. ( ) b. ( ) c. ( ) d. Account Contact Sub-Account Address
Record Information
4. 4. Which of the following is used to store additional informal information about a record? ( ) a. ( ) b. ( ) c. ( ) d. Activity Task Contact Note
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-29
Relationship Role
6. 6. In which situation is a Relationship Role used? ( ) a. ( ) b. ( ) c. ( ) d. Relate a primary contact for an account. Indicate an additional address for an account. Relate a contact to multiple accounts. Relate a user to an account.
Relationship Role
7. 7. Relationship roles are used with which of the following types of records? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Account Contact Activity Opportunity
4-30
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-31
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
Follow these steps to create the account record for [company]: 1. Log on to Microsoft Dynamics CRM. For purposes of this training class, use the login credentials provided by your instructor: 2. In the Navigation Pane, select Accounts. 3. Click New. 4. Type the company name and the details for this account. 5. Click Save.
4-32
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-33
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
Follow these steps to create the Account Record for the Headquarters office: 1. Log on to Microsoft Dynamics CRM. For purposes of this training class, use the following login credentials: User ID: [Username] Password: [Password] 2. In the Navigation Pane, click Sales and then click Accounts. 3. Click New on the Actions toolbar. 4. For the Account Name enter [Company Name].
4-34
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-35
2.
3.
4-36
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Accounts and Contract
1. What is the difference between an account and a contact? ( ) Accounts are relationships with contacts. () Accounts represent organizations and contacts represent individuals. ( ) Accounts must have sub-accounts but contacts do not have this requirement. ( ) Accounts are customer records and contacts are organization records.
Create a Record
3. Which of the following should be used to create a record for a subsidiary of an existing account that has separate purchasing authority? ( ) Account ( ) Contact () Sub-Account ( ) Address
Record Information
4. Which of the following is used to store additional informal information about a record? ( ) Activity ( ) Task ( ) Contact () Note
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-37
Relationship Role
6. In which situation is a Relationship Role used? ( ) Relate a primary contact for an account. ( ) Indicate an additional address for an account. () Relate a contact to multiple accounts. ( ) Relate a user to an account.
Relationship Role
7. Relationship roles are used with which of the following types of records? Select all that apply. (Select all that apply.) () Account () Contact ( ) Activity () Opportunity
4-38
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4-39
4-40
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson discusses the unique benefits of Microsoft Dynamics CRM for Outlook and explains how to use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments, tasks, and contacts. Then, the lesson covers how to create personalized communications using Mail Merge. Lastly, the lesson explains the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-1
5-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-3
Outlook records that map to Microsoft Dynamics CRM records have the following special properties: They can be manipulated using the standard Outlook user interface. For example, Outlook contacts and Microsoft Dynamics CRM contacts that are synchronized with Outlook both show up in the users Contacts Outlook folder and can be edited using the Outlook Contacts screen. Outlook records such as e-mails and appointments can be promoted to Microsoft Dynamics CRM by clicking the Track in CRM button. These records are stored in the Microsoft Dynamics CRM system and also kept as a local copy in Outlook. Outlook records that are Activities such as appointments can be promoted to Microsoft Dynamics CRM and associated with another entity using the Set Regarding button.
5-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
An account executive for an advertising firm has received an e-mail from a customer about a potential opportunity. The e-mail explains that the customer wants to schedule an appointment to meet with the sales representative and the creative director of the firm. The purpose of this meeting is to brainstorm slogans for a new product release. They want to schedule the meeting as soon as possible.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-5
Steps
To create an opportunity using an inbound e-mail from Microsoft Dynamics CRM for Outlook with Offline Access, follow these steps: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Open the inbound e-mail with the subject [subject title]. Click Set Regarding on the CRM toolbar, and select Opportunity. Click New. For Topic, type [top title]; this is a required field. For Potential Customer, type [customer name]. In the list of Potential Customers find and select the Potential Customer and click OK. Click Save and Close. Select the newly created opportunity and click OK. Open your Outlook Calendar. Select a date and time to schedule the meeting and right click. From the list, select New Appointment. On the Appointment e-mail form, enter in the Subject and location. Click Set Regarding, select the Opportunity [topic] you created, and then click OK. Click Invite Attendees, and invite [creative director] and [client]. Click Send. Open the appointment from your calendar. Click View Regarding to see the details of the opportunity. Click [account name] to see the details of the account.
5-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
This allows you to reference the e-mail from many different sources. When using Microsoft Dynamics CRM for Outlook, all the e-mail you receive, including Microsoft Dynamics CRM e-mail, arrives in the Outlook Inbox. Depending on your needs, you can: Convert all incoming e-mail into Microsoft Dynamics CRM e-mail activities. Convert only e-mail that originated in Microsoft Dynamics CRM (that is, e-mail sent in response to a Microsoft Dynamics CRM email activity) into Microsoft Dynamics CRM e-mail activities.
In addition, you can manually track individual e-mail messages in Outlook as an e-mail activity in Microsoft Dynamics CRM by clicking the Track In CRM button as described previously. Note that any attachments are also included in the conversion. If you do not want these attachments to be available to other users, delete them from the e-mail activity. BEST PRACTICE: If you convert your e-mail into Microsoft Dynamics CRM e-mail activities, your e-mail is accessible to anyone who has access to your activities. This setting is used by customer service representatives and other professionals who have company e-mail that does not include personal information.
Procedure: Promoting a Single E-Mail Message from Outlook to Microsoft Dynamics CRM
1. In your Outlook Inbox (including sub-folders) or Sent folder, select the message to add to Microsoft Dynamics CRM. 2. On the Standard toolbar, click Set Regarding to associate the e-mail message with an entity. This step automatically sets the e-mail to be tracked in Microsoft Dynamics CRM. 3. In the Lookup dialog box under Look For, select the entity to which this e-mail will be attached, select the record from the list, and then click OK.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-7
NOTE A synchronization progress message appears and closes automatically if there are no errors. A promoted message appears on the History page of the entity in Microsoft Dynamics CRM. Microsoft Dynamics CRM automatically associates all e-mails with the recipient(s) of the e-mail. It accomplishes this by looking up contacts in the system based on their e-mail address. If the user creates a new e-mail and manually enters an e-mail address (instead of selecting a contact), and clicks Track in CRM, the system searches for the e-mail address of the recipient and tries to associate it with the corresponding record. If the e-mail address is not found, the recipient appears in red and the user can create a new contact or add it to an existing contact. The user then clicks Set Regarding to associate the e-mail with the associated record in Microsoft Dynamics CRM.
Procedure: Convert All Incoming E-mail into Microsoft Dynamics CRM E-mail Activities
1. In Microsoft Dynamics CRM for Outlook, click the CRM menu and select Options. 2. In the Set Personal Options dialog, click the E-mail tab. Under Select how CRM for Outlook, select Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record. 3. If the previous option is selected, it activates the Track picklist. From the picklist, select All E-mail messages. 4. Click OK.
5-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3. Select two or more records from the list. 4. Click the Merge icon on the Actions toolbar. 5. For Select the mail merge type, select Letter, Fax, Envelope, or Label. 6. For Start With A, select Blank Document. 7. For Merge, select Selected records on current page. 8. Click OK.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-9
Insert Mail Field appears. 13. In the list of fields to insert, click Account. 14. Place the cursor below the inserted Account, and type Thank you for contacting us, <space> will contact you shortly. 15. Place the cursor in substitute of <space>. 16. Click the Insert Merge Field drop-down menu. 17. Select Owner. Your letter should look like this: Dear Account_Name, Thank you for contacting us, Owner will contact you shortly. 18. In the Mail Merge wizard on the right, proceed to step 2 by clicking on Next: Write Your Letter. 19. Proceed to step 3, then step 4. 20. On the Merge section click Upload Templates to CRM. 21. Click Yes on the confirmation dialog box. 22. The attached document is attached to the template form. 23. Enter a name for the template in the Name field; this is a required field. 24. Click Save and Close. NOTE: To create a template using Word, ensure macros are enabled.
5-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-11
5-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A salesperson sends a personalized follow up letter to customers who made a purchase at the end of each month thanking them for their business. This letter contains much of the same content, but the salesperson does not want to fully automate the process because she edits the material to be specific to each customer. To streamline the process she has created a mail merge template called [template name] which contains generic information. Goal description: Select five contacts and send them a letter based on [templatename].
Steps
1. 2. 3. 4. In the Navigation Pane, click Sales, and then click Contacts. Select multiple Contact records from the list. Click the Mail Merge icon on the Actions toolbar. In the Microsoft Dynamics CRM Mail Merge for Microsoft Office Word dialog box, click Select the mail merge type and select a type from the list. Select the Personal mail merge template. Enter the name of the template created previously and click the lookup search icon, or click the lookup search icon to search for the template. Under Merge, click Selected records on current page. Click OK.
5. 6.
7. 8.
NOTE: A maximum of 62 fields can be added for the mail merge. The Mail Merge Recipients dialog box appears, and Microsoft Word opens. 9. 10. 11. 12. 13. Verify that all recipients are selected, and then click OK. Click Next: Preview your letter in the Mail Merge wizard. View your letter, and then click Next: Complete the merge. In the Mail Merge Wizard click Print Select All in the Merge to Printer dialog box.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-13
Highlights of the Microsoft Dynamics CRM On-line Outlook Client functionality are: Intended for users that do not or should not take data offline Multiple installations of the client on the same computer are possible; for example, shift workers sharing a machine Installation does not install the SQL Express database or the local web server No local (offline) platform Available online at any time, so no data is synchronized to the user's local machine
5-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: There are two types of synchronization that occur with the Outlook Client. The first is a synchronization of Contacts and Activities. Both the Online and Offline clients support this feature and allow you to view CRM Contacts, CRM Tasks, CRM Appointments, and CRM E-mails in Outlook. The second type of synchronization is only available to the CRM Client for Outlook with Offline Access, and allows any CRM record to be synchronized to a local data store that is visible through the Microsoft Dynamics CRM for Outlook with Offline Access at any time. The data copied from the server to the client is limited based on the user's security roles and permissions to records and rules called Filters. Only records with read access can be copied and only records that meet the criteria of the filter are copied to the client. You can work in many of the same areas you ordinarily work in when you are online. The exceptions to these areas are: System administration System configuration Managing Service Activities Managing services Service Calendar and Workplace Calendar Creating new sales literature items
Whenever you go online, the changes made to local records are uploaded to the Microsoft Dynamics CRM database.
Using Filters
Before going offline, you can select a subset of Microsoft Dynamics CRM data and copy it to your local computer. Any changes made to this data when you work offline are saved to the local copy of the data. For example, instead of recreating the entire database, you can copy only your active accounts for the state of Washington. These local data groups can be reset every time you go offline and give you the flexibility to download only the data you need. This speeds up synchronization with the Microsoft Dynamics CRM server when you go offline and also when you go back online. If you chose to remove large amounts of data from your local copy, this can cause a longer synchronization.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-15
NOTE: We recommend that you run the synchronization process for the first time immediately after Microsoft Dynamics CRM is installed. The first synchronization is typically the slowest as it involves copying the greatest amount of data.
NOTE: The local SQL Express Database has a four-gigabyte storage limit.
5-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-17
Steps
1. In Microsoft Dynamics CRM for Outlook, log on as [username]. User ID: [username] Password: [password]. 2. In the Navigation Pane, click Sales, Marketing, or Service (whichever module is applicable), and then click Contacts. 3. In Contacts, select New from the Actions toolbar. 4. Enter your First Name, Last Name, and Business Phone number into the form, to create the new contact record for Convenient Bike Shop. 5. Click Save and Close. 6. On the Standard toolbar, click the CRM menu, and then click Synchronize with CRM. 7. In the Synchronizing Microsoft Dynamics CRM Data dialog box, click Details, and then click the Tasks tab to view the progress of the synchronization.
Summary
Microsoft Dynamics CRM for Outlook provides a Microsoft Dynamics CRM user with access to Microsoft Dynamics CRM as they travel, work away from the office, or work in the office. Users can have Microsoft Dynamics CRM data available on a computer that is disconnected or when connected to the Microsoft Dynamics CRM server. Using synchronization, users can update all records as soon as they are back online. Microsoft Dynamics CRM makes it possible to capture interactions with a customer in one place. Users can provide better customer experiences and do their jobs more effectively by being able to speak knowledgably about the sales activities with a customer. Using mail merge, users can reach out in an individualized way to many clients at once with minimal effort. Users can create mail merge templates using the Wizard provided in Microsoft Dynamics CRM.
5-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Synchronizing
2. When online synchronizing from Microsoft Dynamics CRM for Outlook to Microsoft Dynamics CRM which of the following can the user control? ( ) Accounts ( ) Tasks ( ) Phone Calls ( ) Leads
Activity Types
3. Which Activity Types are not considered to be a Task in the Microsoft Dynamics CRM Outlook Client? (Select all that apply.) ( ) E-mail ( ) Phone Calls ( ) Faxes ( ) Letters
True Statements
4. Select all that are true: (Select all that apply.) ( ) Completed activities show up in the History list, incomplete activities show up in the Activity list. ( ) If an activity is 'regarding' an entity, it appears in the entities Activity or History list. ( ) You can use "Set Regarding" to associate a Note to an entity. ( ) Clicking the View Regarding button in Outlook opens the form for the entity the activity is regarding.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-19
Mail Merge
6. Which record types can use the Mail Merge function in Microsoft Dynamics CRM for Outlook? (Select all that apply.) ( ) Contacts and Accounts ( ) Contacts and Leads ( ) Accounts and Leads ( ) Leads and Users
Mail Merge
8. Which is not a mail merge type? (Select all that apply.) ( ) Letter ( ) E-mail ( ) Phone Call ( ) Task
5-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Create an opportunity using an inbound e-mail [subject title] from Microsoft Dynamics CRM for Outlook with Offline Access. Then, set up an appointment for [creative director] and [client]. Tie the appointment to the opportunity [opportunity name] using Set Regarding. Open the appointment in your calendar and use View Regarding to see details of opportunity [opportunity name].
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-21
5-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Lab 5.2 - Synchronization in the Microsoft Dynamics CRM Client for Microsoft Outlook
In this lab you perform offline and online synchronization in Microsoft Dynamics CRM. As you complete the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B. Scenario [User's organization] has several Microsoft Dynamics CRM users who are leaving the office to attend a trade show in [trade show city and state]. They want to be assured that they have all appropriate Microsoft Dynamics CRM records available to them while they are traveling. Before leaving the office, they need to take Microsoft Dynamics CRM for Outlook with Offline Access. Goal DescriptionOne of these users must update the Contact record for [Contact] with the [Account]. The user wants to ensure changes made while in [tradeshow city] are available upon returning to the office.
Challenge Yourself!
Using the information below, update the contact information for [Contact] with the [Account], set synchronization options for automatic synchronization with Outlook to synchronize the CRM items in your outlook folders every twenty minutes, and then synchronize Outlook with Microsoft Dynamics CRM. Start the Microsoft Dynamics CRM for Outlook. Log on as the System Administrator.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-23
5-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-25
Solutions
Test Your Knowledge
Functions
1. When working in Microsoft Dynamics CRM for Outlook, what functions are available in the Microsoft Dynamics CRM? ( ) Mail Merge ( ) Customizations ( ) Adding new members () All of the above
Synchronizing
2. When online synchronizing from Microsoft Dynamics CRM for Outlook to Microsoft Dynamics CRM which of the following can the user control? ( ) Accounts () Tasks ( ) Phone Calls ( ) Leads
Activity Types
3. Which Activity Types are not considered to be a Task in the Microsoft Dynamics CRM Outlook Client? (Select all that apply.) () E-mail ( ) Phone Calls () Faxes ( ) Letters
True Statements
4. Select all that are true: (Select all that apply.) () Completed activities show up in the History list, incomplete activities show up in the Activity list. () If an activity is 'regarding' an entity, it appears in the entities Activity or History list. ( ) You can use "Set Regarding" to associate a Note to an entity. () Clicking the View Regarding button in Outlook opens the form for the entity the activity is regarding.
5-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Mail Merge
6. Which record types can use the Mail Merge function in Microsoft Dynamics CRM for Outlook? (Select all that apply.) () Contacts and Accounts () Contacts and Leads () Accounts and Leads ( ) Leads and Users
Mail Merge
8. Which is not a mail merge type? (Select all that apply.) ( ) Letter ( ) E-mail () Phone Call () Task
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5-27
5-28
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson covers the basic sales process and how sales processes vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them. It discusses some key elements to consider when deploying Microsoft Dynamics CRM, including the need to meet stakeholder goals and find a balance between meeting those goals and the goals of constituent user groups. It also provides details about general features of the sales system that are not covered in future lessons.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-1
6-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Dynamics CRM supports the sales process through these key modules: Accounts: Allows you to manage accounts, which are organizations that the organization might do business with. Contacts: Allows you to manage contacts: a person representing a customer or potential customer, or an individual related to an account, such as a supplier. Leads: Allows you to manage possible customers who must be qualified or disqualified as sales opportunities. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. Opportunities: Allows you to manage opportunities, which are potential sales to an account or contact. Opportunities represent potential revenue from an account or a contact. Competitors: Allows you to manage competitors, which are entities that might compete with your organization for sales opportunities. Competitor records can be linked to opportunity, product, and sales literature records, so they are available when competing for a sale. Sales Literature: Allows you to manage sales literature, the documents that are created and given to customers to help increase sales.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-3
Not all of these modules are required. Every organization is different and will need to decide which modules to use and how to use them. This chapter provides an overview of the sales modules and how they work together, as well as information to help you decide which modules and features to use and how to use them.
Managing Leads
Leads represent lists of potential customers and deals that have not been qualified. A large percentage of leads never materialize into customers. Thus, the goal of the sales organization is to qualify leads that have the potential to turn into a sale, so that sales representatives can focus on the opportunities that have higher chances of success. Deciding Whether to Use Leads Not all organizations use leads. Some organizations deal with opportunities; that is, qualified prospective sales. These organizations may not implement the leads portion of Microsoft Dynamics CRM. Organizations that depend on mass demand generation processes - such as advertisement, road shows, cold calling prospect lists, and so on-will likely use leads. Businesses that have demand generation methods or those that engage in mass marketing campaigns may benefit from lead management because this process helps sift through the data and helps sales focus their efforts in the best direction. To decide whether to use the leads area, consider these questions: Does the organization invest substantial time and money in generating lists of possible customers? For example, does the organization do mass mailings, cold calling, and so on? Does the organization keep lists of people who are the correct demographic, but for which it has limited information (such as limited contact information)?
6-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
If the answer is yes to these questions, the organization may want to use leads. Even if the organization does not have large lead generation initiatives, ask if management wants to track the effort that sales spends tracking and working with prospects. If so, consider using Microsoft Dynamics CRM's lead management features.
Managing Opportunities
In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When the prospect or customer expresses qualified interest in buying the business products or services, they are considered an opportunity. This is a key part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss. BEST PRACTICE: Every organization considers qualified prospects differently. The difference between a lead and a customer/opportunity pair should be studied in planning an implementation. Often, there is a sensible line in the sales process, such as handing off contact information from marketing to sales, that is clearly a qualification process. Many sales organizations start their process from the opportunity stage rather than the lead stage. Sales people spend the majority of their time working on the opportunity and use Microsoft Dynamics CRM to track customer communications and tasks relevant to converting the opportunity to a sale. Almost all sales processes use opportunities to track potential revenue and do sales forecasts.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-5
Managing Quotes
Quotes are used when a sale representative must inform potential customers about the products and prices associated with the opportunity. Often, the quote goes with a proposal. Customers receive the quote and evaluate it against their budget and needs. If it is a match, then the customer comes back with an acceptance and places an order for the product or service based on the terms in the quote. Otherwise, there are further negotiations until you reach acceptable terms. Quotes only work if the organization has price lists. Price lists can be set up through Microsoft Dynamics CRM's product catalog or they might be stored in another internal system, such as an Enterprise Resource Planning (ERP) system. Quotes can be the integration points between the two solutions. For example, the Microsoft Dynamics CRM quote might pick up the customer information from Microsoft Dynamics CRM and pick up the product and pricing information from the other system. Quotes provide customers with the terms of sale, so it is important to capture price and product or service information in quotes. In some cases, an organization may need to capture special information such as a tracking number, which must be added to Microsoft Dynamics CRM as a custom field. Or, integration with another system may require custom fields. You can add additional fields or customize many existing ones to meet these needs.
Managing Orders
When customers confirm requests for the product or service, an order is placed. Organizations receive and process orders that covert to invoices and revenue. Microsoft Dynamics CRM offers functionality to record customer orders. Orders can be created from quotes that have been accepted. Thus, they can be related back to the opportunities that resulted in them. After the order is placed it needs to be fulfilled. Organizations often have a fulfillment system in place that Microsoft Dynamics CRM needs to integrate with. Alternatively, the user can enter fulfillment status in Microsoft Dynamics CRM to track it in the system. Information about an order should include the shipping and billing contact information as well as the price and product or services ordered. Beyond this, the business may have a set of details they want to include, such as discount or promotion codes. These can be added as custom fields to the order record type.
6-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
When you use current pricing, the price is directly associated with the price per unit for the product as it appears in the product catalog. Therefore, if a price is changed for a product in the product catalog, the unit price changes in all open invoices, as well as both draft and active orders that include that product. This may not be the behavior you want with existing orders or invoices that have been presented to the customer. In this case, use the Prices Locked method. When you lock prices, the price per unit for a product in an open order or invoice is locked. Even if the product price changes in the product catalog, the open order or invoice that has locked prices enabled remain at the original price.
Managing Invoices
Invoices are requests for payment from a business to its customers. Invoices are related to orders. Depending on the payment terms, an invoice may be generated from an order after it is fulfilled or when it is placed. Microsoft Dynamics CRM allows users to generate invoices from the system. In many organizations, a separate financial system tracks the invoice payment. In those cases, if the solution's Invoice area is used, it is important to effectively integrate the two systems to keep the data synchronized. Invoices should contain information from the order, such as the billing and shipping address and payment terms. Organizations with specific needs can add custom fields to the invoice, such as loyalty program numbers, and so on. Businesses may decide to add an approval process to the invoice and use workflows to support it.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-7
Tracking competitors can be a key aspect of the sales process. The more information a team has about a competitor's strengths, weaknesses, opportunities, and the threats a competitor presents, the more likely it is to win sales against that company. Sales literature can be associated with competitors. If Competitors and Sales Literature are used, sale representatives can view the literature available to compete with other organizations, while working on an opportunity.
6-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4. Address Section: Fill out the competitors address information. Click the Analysis tab and fill in the following fields with the relevant competitor's information: Overview Strength Weakness Opportunity Threat
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-9
6-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson provides an overview of the features available in the Sales area of Microsoft Dynamics CRM. It described each area of the sales system in greater detail and provided guidance to help decide when to use each.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-11
Business Benefits
2. What business benefits can be gained by using Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) ( ) Shorter sales cycles ( ) Higher close rates ( ) Better customer retention ( ) Better inventory management
Creating an Opportunity
3. What needs to be present before creating an opportunity? ( ) A marketing list ( ) A lead ( ) A competitor ( ) A customer
Leads
4. Is the use of leads required for the sales process? ( ) Yes ( ) No
6-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-13
Goal Description The goal of this demonstration is to learn how to create a competitor in Microsoft Dynamics CRM. This will place the competitor in the system for future analysis.
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
6-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-15
Solutions
Test Your Knowledge
Sales Assistance
1. Microsoft Dynamics CRM provides assistance with which of the following? Select all that apply. (Select all that apply.) () Lead Management () Sales Forecasting ( ) Guaranteed sales () Tracking customer communications
Business Benefits
2. What business benefits can be gained by using Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) () Shorter sales cycles () Higher close rates () Better customer retention ( ) Better inventory management
Creating an Opportunity
3. What needs to be present before creating an opportunity? ( ) A marketing list ( ) A lead ( ) A competitor () A customer
Leads
4. Is the use of leads required for the sales process? ( ) Yes () No
6-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6-17
6-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson explains how to use Microsoft Dynamics CRM to work with qualified customers when making a sale. It begins by explaining how to create an opportunity. It discusses sales process workflows and how you can use them to manage opportunities and track their progress through the pipeline. It discusses the ways to track the activities being done for an opportunity and manage the opportunity, including viewing sales literature, and adding information about products of interest and competitors. It ends by discussing how to properly close an opportunity record in Microsoft Dynamics CRM.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-1
Understanding Opportunities
An opportunity is a potential sale. Opportunities are the primary means of tracking individual potential sales. Tracking opportunities allows you to track and reporting on the sales pipeline for an individual salesperson, a sales department, or the entire organization. You can create a new opportunity directly in the system, or, if you use leads in your organization, you can convert qualified leads to opportunities to avoid re-entering data. BEST PRACTICE: Many organizations use specific terminology for potential deals and customers to differentiate them during the sales process. It is important to understand that in Microsoft Dynamics CRM Leads specifically refers to unqualified potential relationships, while Opportunities refers to a specific deal with a potential or current customer. Remember that leads can contain information about a person, the organization where they work, and a potential sale. However, after qualification, this lead information is divided between three records: the contact record, the account record, and the opportunity record. Be sure users understand the difference between leads and opportunities. Managing opportunities is critical for any business since successful management leads to sales, as well as helping to accurately forecast potential revenue. Sales teams are measured on the business they generate and opportunity pipelines are often used as a measurement for sales tracking and performance. This makes opportunities a focus of the sales team. Sales people spend a lot of time and energy working on opportunities to turn them into sales. Working with opportunities may involve several customer interactions and activities, such as assessing the customer needs, formulating a solution, making a proposal, and finally gaining acceptance from the customer. These activities form the sales stages of the opportunity and are important to track because they provide an indicator of how far the opportunity is from closure. To further aid in closing the sale and analyzing opportunities, you can track attributes such as the probability of the sale closing. Probability can be entered by the sales person or calculated by the system based on where the opportunity is a pre-defined sales process.
Scenario
[Company1] is using CRM to track products and sales orders. A sales representative for the organization has converted a lead, [Company2], into an opportunity, account, and contact. Subsequent interactions with the customer are tracked from within the opportunity. The customer is interested in [Product1]. The sales representative associates that product with the opportunity, and then reviews the sales literature available for the product. He selects a piece of literature and sends it to the customer.
7-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A sales manager at a [company1] has discovered a potential client at a [vertical] firm. He creates an opportunity which initiates his organization's sales process workflow. The opportunity goes through three stages: Discovery: The sales manager and the rest of the sales team identity the customer needs and pain points. When the sales manager creates the opportunity, the sales process workflow is automatically applied and creates a task activity for the sales manager to schedule an assessment meeting with the customer. Several other activities and steps follow this until the assessment is complete, at which point the sales team analyzes the requirements and completes the discovery stage. When the stage is complete, the workflow sets the Probability field to 20%. Proposal: The sales manager determines how to meet the requirements identified in the discovery stage and drafts a proposal for the customer. The workflow ensures that mandatory information is entered in the system. A negotiation process ensues until the customer approves the proposal and pricing. When the stage is completed, the workflow sets the Probability field to 60%. Closing: The proposal has been accepted by the client, so in Microsoft Dynamics CRM the sales manager completes the contract with the client and schedules delivery of the solution. When the sales manager marks the sale as closed and sets the status reason, the sales process workflow ends. Before ending, the workflow sets the Probability field to 100%.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-3
Scenario
A sales representative for [user's organization] has discovered a potential client at [company]. The sales process starts with the creation of an opportunity and then goes through three phases: Discovery, Proposal, and Close. Goal Description The goal of this demonstration is to create a sales process using stages which an opportunity goes through to become a sale.
7-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Create a Stage
Follow these steps to creating a stage: 1. On the Actions toolbar, click Add Step. In the confirmation message, click OK. 2. Click Type a stage description here, and then enter Discovery Stage. 3. In the next row, click Select this row and click Add Step, and then, on the Actions toolbar, click Add Step, and then select Update Record. 4. Click the Set Properties button. 5. In the Update Opportunity dialog box, on the Additional Fields tab, under Pipeline Phase, enter Discovery. 6. Click Save and Close. 7. In the next row, click Select this row and click Add Step, and then, on the Actions toolbar, click Add Step, and then select Create Record. 8. Click Type a description here, and then type Assessment Meeting. 9. In the next row, under Create, select Task. 10. Click the Set Properties button. 11. In the Create Task dialog box, under Subject, enter Schedule an Assessment Meeting. 12. Click Save and Close. 13. On the Actions toolbar, click Add Step, and then select Create Record. 14. Click Type a description here, and then type Complete Requirements Document. 15. In the next row, under Create, select Task. 16. Click the Set Properties button. In the Create Task dialog box, under Subject, enter Complete Requirements Document.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-5
7-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: You can use the Task list and the Calendar in Microsoft Outlook to more easily work with opportunities. You can have Microsoft Dynamics CRM activities appear as tasks in the Microsoft Outlook Task list (or as appointments in the calendar for meetings) and then mark them as completed from within the Outlook. For more information, refer to Lesson 5, Using the Microsoft Dynamics CRM Client for Outlook.
When you run the Sales Pipeline report, you select the sales process workflow to report on. Any opportunities to which the workflow has been applied will appear in the report. You can view the revenue forecasts by sales stage, to see expected revenue and weighted expected revenue. You can also view the revenue in other ways, such as by sales territory or by product. You can use the report to forecast sales revenue based on likelihood of opportunity closure, as indicated by the stages.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-7
NOTE: The opportunity you are reporting against must have a revenue field entered to have it display on the report. Reports can also be exported and printed.
Creating Opportunities
Opportunities can be created manually or by converting a lead or an activity to an opportunity. If your organization uses leads, you will often convert leads into opportunities. (Lesson 8, Lead Management, discusses the process of converting leads into opportunities.) In other situations, create a new opportunity for an existing account or customer, or create an opportunity based on an activity that has occurred, such as an e-mail or a phone call. BEST PRACTICE: Even if your organization chooses not to use leads as part of the standard sales process, you can use them as a helpful data entry tool. When a new relationship is established, you can enter information about a person, their company, and also their potential sale into a lead record and then qualify the lead. Microsoft Dynamics CRM creates the contact, account, and opportunity saving you from typing information into all three forms. You might create an opportunity from scratch, for example, if an existing customer calls to ask about a new product or service the company is offering. Even if the customer and account exist, you would create an opportunity to reflect this particular potential sale.
7-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4. On the Administration tab, enter information or observe any noted restrictions or requirements as needed: Owner: Enter the owner of this opportunity, if necessary. The owner is automatically populated with the name of the user creating the record. You can click the Lookup icon to search for another user. Status Reason: Select the status of this opportunity, such as In Progress or On Hold. 5. On the Notes tab, select Click here to enter a new note, and enter any details about this opportunity. 6. Click Save and Close.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-9
To sell effectively, sales people need to know what interactions have occurred with a customer - what touch points have taken place and what needs to happen next. Proactively reaching out to customers helps move the sale forward. Phone calls, e-mails, faxes, and meetings are key interactions. So that sales people can have a complete view of the opportunity, it is important to track the various activities that take place with the customer. Microsoft Dynamics CRM allows users to record and relate different types of activities to an opportunity. Organizations that maintain product information in the CRM system may also want to relate those products to opportunities. That way, when a sales person needs to produce a quote or a proposal, Microsoft Dynamics CRM can be used to generate it with details of the products and services in which the customer is interested. Tracking products and associating them with opportunities also helps calculate the value of the opportunity, which helps sales people to focus on highvalue opportunities. More details regarding products can be found in Lesson 9, Using the Product Catalog. The sales team may want to track information about the other organizations with which they are competing. Competitors can be associated with opportunities, so that sales people know what issues need to be addressed to make this particular sale.
7-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4. For the Subject field, enter the topic for this activity. 5. In the main text box enter a description of the task. 6. For the Owner field, the owner is automatically populated with the name of the user creating the record. You can click the Lookup icon to search for another user (The Owner field does not appear for appointment activities).
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-11
7-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-13
Closing Opportunities
Working with an opportunity usually involves several stages. Each organization has its own sales process, often implemented in the solution using workflows. Eventually, the opportunity comes to a close, hopefully as a sale that has been won.
Closing an Opportunity
When an opportunity is won or lost, it needs to be marked as closed. Closing an opportunity does not delete it from the system, but the opportunity is no longer available in the list of active opportunities and some of the fields become readonly. It is better to close an opportunity rather than deleting it. That way, notes and attachments that are associated with the opportunity are saved for future reference and the opportunity can be re-opened if interest is renewed.
7-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: Once a opportunity is closed it can be re-opened, however if an opportunity is deleted all information is lost. The audit trail for reports and analysis is lost when opportunity records are deleted. Consider carefully before deleting an opportunity.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-15
7-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson explained how to work with opportunities in Microsoft Dynamics CRM. It explains how to create opportunities and work with them. It explained how to create sales process workflows and use them to forecast revenue through the Sales Pipeline report. It showed you how to work with opportunities, including adding product and competitor information to them, specifying activities and tracking their status, and how to view literature that might be helpful in closing the sale. It also covered how to properly close an opportunity record in Microsoft Dynamics CRM.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-17
Opportunities
2. What types of information can be tracked via opportunities? Select all that apply. (Select all that apply.) ( ) Associated contacts ( ) Salesperson actively working it ( ) List of competitors ( ) Likelihood of close
Delete Opportunity
4. What happens when an opportunity is deleted? Select all that apply. (Select all that apply.) ( ) All related note information is lost ( ) The opportunity cannot be reactivated ( ) A status reason can be specified ( ) All related activity information is lost
7-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Sales Pipeline
6. To access the Sales Pipeline report, the user can click on Reports from the? ( ) Workplace module ( ) Sales module ( ) Service module ( ) Settings module
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-19
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. 9. In the Navigation Pane, click Settings, and then click Workflows. On the Actions toolbar, click New. Under Workflow name, enter [name for Sales Process workflow]. Under Entity, select Opportunity. This workflow starts when an opportunity is created. Under Type, select New blank workflow. Click OK. Under Scope select Organization. Under Publish As, select Workflow. Under Start when, select Record is created. This ensures that the workflow initiates each time a new opportunity is created.
7-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-21
7-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. In the Navigation Pane, click Sales, and then click Opportunities. Click Activities. In the list, select and open [Task name]. On the Action toolbar, on the Actions men, select Close Task. In the Close Task dialog box click OK. Click Close. On the Activity form click the Refresh icon to view remaining tasks. Repeat steps 4 through 7, to complete for all the remaining tasks in order to advance the Opportunity to the Closing stage.
NOTE: On the bottom right corner on the Opportunity form the Pipeline Phase can be found. The Pipeline Phase displays the stage the opportunity is currently in, this feature must be manually set on the workflow.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-23
2.
3.
7-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Opportunity
1. What is an opportunity? ( ) Promise of purchase by a customer () Potential sale ( ) An opportunity is the same as a Lead ( ) A record that is created after you prepare a quote
Opportunities
2. What types of information can be tracked via opportunities? Select all that apply. (Select all that apply.) ( ) Associated contacts () Salesperson actively working it () List of competitors () Likelihood of close
Delete Opportunity
4. What happens when an opportunity is deleted? Select all that apply. (Select all that apply.) () All related note information is lost () The opportunity cannot be reactivated ( ) A status reason can be specified () All related activity information is lost
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7-25
Sales Pipeline
6. To access the Sales Pipeline report, the user can click on Reports from the? () Workplace module ( ) Sales module ( ) Service module ( ) Settings module
7-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson examines a more complex sales process and discusses leads in detail, as they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account, and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads. Finally, the lesson highlights ways to use lead reports.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-1
8-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
This scenario describes how a company can gather leads and use Microsoft Dynamics CRM to assign the leads using a workflow process. Each morning, a sales representative receives a list of leads that have registered on the company web site since the previous day. The sales representative imports the leads to Microsoft Dynamics CRM using the Import Leads feature. The company also generates leads in a number of other ways: Participation in trade shows Requests for product information resulting from magazine advertisements The purchase of marketing lists for direct mail campaigns
After they are entered, leads automatically run through a pre-configured workflow rule that assigns the leads based on geographic location and creates activities. The next step is to contact the lead. Based on the interaction with the lead, the sales representative might take any of several actions: Update information such as the company web site Enter notes about the interaction Qualify the lead into an account, contact, or opportunity
If the sales representative encounters a lead that is not interested in pursuing a sales relationship, the lead is disqualified. The Sales Representative indicates a reason for disqualifying the lead. Disqualified leads are retained in the database, so their data can be used for later market research or they can be reactivated if there is later interest. The company tracks leads that result in closed sales, and the method of lead source that produced the closed sale. This allows the company to focus on the successful marketing campaigns and refine them.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-3
NOTE: Leads are not typically connected to accounts or contacts. After converting a lead to an account, contact, or opportunity, the lead record is closed. However, you can track activities (telephone calls, appointments, letters, or tasks) for a lead. The activities do not get converted to activities for the account or contact, however they can be seen in the Related Records view for the account or contact created.
Data imports run asynchronously on the server. As part of the import request you can direct the server to send you an e-mail when the import is complete.
8-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-5
5. On the Details tab, enter all the available information, including: Address Company Information Lead Information: Specify the lead source information, if possible, to help determine which marketing method, such as advertisement or trade shows, generates the most leads for your organization.
6. On the Administration tab, enter information, noted restrictions, or requirements as needed: Status Reason: This value appears in the list of leads in the Leads area. You can sort by the Status Reason column to view new leads or those already contacted. Source Campaign: Enter the campaign record if this lead was generated as a result of a campaign created in Microsoft Dynamics CRM. You can use Lookup to search for the record. Contact Methods: Enter the contact method of the lead. Marketing Information: Select if the lead wants to receive marketing materials. 7. On the Notes tab, click Click here to enter a new note, and add the information that applies to the record. 8. Click Save and Close. BEST PRACTICE: Use workflow rules to assign a lead or to create activities that a sales representative should use to qualify the lead. Workflow and Sales Processes are discussed in the Completing the Sale lesson.
8-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-7
NOTE: If you do not have an import map for the data, create one based on the CSV file. Refer to the procedure above: Create a Data Map from a Source File. 7. For the Assign to field, select the user to whom the newly-imported records are assigned. 8. Specify whether to import duplicate records, and then click Next. 9. Under New name, change the name of the import if desired. Select Send me an e-mail message when the import is complete to be notified when the process is finished. 10. Click Import to begin the import process. 11. If you chose to be notified when the import is complete, you will receive an e-mail stating the process has been completed. Otherwise, the new import can be viewed by clicking Workplace My Work, Imports in the Navigation Pane. NOTE: When importing dates, the dates must be in UTC format: CCYY-MMDD, where: CC is the century (00-99) YY is the year (00-99) MM is the month (01-12), and DD is the day of month (01-31). (For example, 2002-12-25)
NOTE: If a value from the imported source is mapped to a lookup or pick list field, the Import Wizard presents the values from the data source and prompts the user to match it to the existing Microsoft Dynamics CRM lookup or pick list values.
Scenario
A sales representative receives an e-mail asking for pricing of a product. The sales representative is not sure if this is a real, but wants to follow the company's standard lead qualification processes. To start this process, a lead must be created.
8-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-9
Additional tasks can also be tracked, such as: Create reminders (tasks) to follow up Create, modify, accept, assign, and close appointments
It is important to track these activities to avoid contacting the company too many times or having multiple salespeople contact the lead. After a lead is contacted, the status of the lead is updated in one of two ways: Leads that show an interest in buying become opportunities. Leads that show no interest are disqualified, but are retained in the database for business reporting purposes.
Workflows
A defined process helps to ensure efficiency and provides the best chance of maximizing the potential of leads. In Microsoft Dynamics CRM, you can also create workflow rules to assign leads to users based on specified criteria. Workflow processes can be used to maintain consistency and defined processes. Workflows can create tasks such as initial telephone calls or sending materials. They can also provide guidance, such as indicating when to send an e-mail or make a follow-up telephone call.
8-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A sales representative calls a potential customer, [lead name/contact] at [lead company/account], regarding a lead in the system [lead description] for a potential purchase. The sales representative learns that the customer wants to receive a quote for [quantity] of [product]. The sales representative converts the lead into an opportunity and creates the contact and account.
Steps
Follow these steps to qualify and convert the lead: 1. 2. 3. 4. 5. 6. In the Navigation Pane, click Sales, and then click Leads. Click the Name column header to resort the data. In the Search box, type [name] and then click the Find icon. In the list, select and open the lead: [lead description]. On the Standard toolbar, click Convert Lead. In the Convert Lead dialog box, select Qualify and convert into the following records, and then select Account, Contact, and Opportunity. Select Open newly created records, and then click OK.
A Opportunity, Account, and Contact form will appear 7. Fill in the Opportunity Information. Best Practice: The sales organization should have a convention what is placed in the Topic line. For example, the topic could indicate what the customer wants to purchase. For example, a services company may use a convention such as {Person} from {Organization} wants {Product/Service} 8. On the Contact form, under E-mail, enter a new e-mail address for the contact: [e-mail address]. 9. Click Save and Close. 10. On the Account form, under Main Phone, enter [phone]. Click Save and Close. 11. In the Lead form, click Close.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-11
Reporting on Leads
There are several reports available in Microsoft Dynamics CRM that contain information about the leads. These Reports can help answer important sales questions such as: Where do most leads originate? Which types of leads result in the most opportunities? How many leads were disqualified and why? Who has the best lead conversion rate?
Two key reports are: Lead Source Effectiveness Report - Use this report to compare how effective lead sources are at generating quality opportunities. The report lists the percentage of qualified leads, and leads that generate revenue for each lead category. Neglected Leads Report - Use this report to identify leads that have not been contacted. The report displays a chart of leads that have had no associated activities or notes during a specified time period.
Summary
Microsoft Dynamics CRM is an excellent tool to help qualify leads. Leads can be disqualified and retained, or converted into accounts, contacts, or opportunities. You can track activities for leads such as telephone calls, e-mail, and appointments and retain that history when leads are converted. A lead can be assigned or shared among several groups or users. Microsoft Dynamics CRM lets you enter individual leads or import them from a file. Using the Data Import Wizards, users can easily create data mappings and map or ignore attributes for import.
8-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Prospects
2. What are prospects called in Microsoft Dynamics CRM? ( ) Opportunity ( ) Account ( ) Contact ( ) Lead
Tracking leads
3. Why is it important to track communication with leads? Select all that apply (Select all that apply.) ( ) To measure the performance of telemarketers ( ) To avoid contacting the Lead too many times ( ) To avoid having multiple sales people contact the lead ( ) To satisfy call report requirements
Import files
4. Which of the following file types can be imported? ( ) Comma Delimited (CSV) ( ) Microsoft Excel Spreadsheet ( ) Microsoft Word document ( ) Microsoft Access database
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-13
Convert leads
6. Which action should be taken when a lead has been contacted and the customer is interested in purchasing products from your company? Select all that apply. ( ) Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
Converting leads
7. When a lead is converted which of the following types of records can be created automatically? Select all that apply. (Select all that apply.) ( ) Activity ( ) Contact ( ) Opportunity ( ) Account
Disqualifying leads
8. Which action should be taken when a lead is contacted and the customer is not interested in purchasing products at this time? ( ) Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
8-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Contact records
10. Select which of the following statements are true. (Select all that apply.) ( ) A Lead record can parent multiple Opportunity Records ( ) A Contact record can parent multiple Opportunity Records ( ) An Account can parent multiple Lead Records ( ) An Opportunity can be parented by an Account or a Contact
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-15
Challenge Yourself
Fill in the missing information in each statement. 1. A lead is identified as a <U>_________</U> customer. 2. It is important to <U>_______</U> a lead to determine interest in products or services offered. 3. Communication with a lead such as e-mail, telephone calls and meetings are recorded in Microsoft Dynamics CRM as <U>__________</U>. 4. Leads that show an interest in making a purchase becomes an <U>___________</U>. 5. A <U>_________</U> process can be used to automatically assign a lead. 6. It is important to track the <U>______</U> of leads to determine which produce the most closed sales. 7. A lead that is not interested in pursuing a sale is <U>____________</U>. 8. Lead history is maintained for future market <U>________</U>. 9. The ____ ________ checks to see if the data being imported already exists so that the same record is not created. 10. Using the ______ _______ wizard, users will be able to import data into Microsoft Dynamics CRM and map them to system or customized entity and or attributes.
8-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, click Sales, and then click Leads. 2. On the Actions toolbar, click New. 3. On the General tab, enter information or observe any noted restrictions or requirements as needed.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-17
5. On the Details tab, enter all the information you have available, including: Main Address: [address] Industry: [industry]
8-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
Record a telephone call activity: 1. In the Navigation Pane click Sales. 2. In the Sales area click Leads.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-19
Send the e-mail: 1. Within the lead record, on the Standard toolbar, click Send E-mail. 2. Enter the details for a thank you message. 3. On the Standard toolbar, click Send. Convert the lead: 1. Within the lead record, click Convert Lead. Use the steps in Demonstration: Convert a Lead to convert the lead.
8-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-21
Solutions
Test Your Knowledge
Potential Leads
1. Which of the following are potential sources for business that should be tracked as leads? Select all that apply. (Select all that apply.) () Company web site () Purchased marketing list ( ) Contact with an existing Customer ( ) Existing Opportunities
Prospects
2. What are prospects called in Microsoft Dynamics CRM? ( ) Opportunity ( ) Account ( ) Contact () Lead
Tracking leads
3. Why is it important to track communication with leads? Select all that apply (Select all that apply.) () To measure the performance of telemarketers () To avoid contacting the Lead too many times () To avoid having multiple sales people contact the lead () To satisfy call report requirements
Import files
4. Which of the following file types can be imported? () Comma Delimited (CSV) ( ) Microsoft Excel Spreadsheet ( ) Microsoft Word document ( ) Microsoft Access database
8-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Convert leads
6. Which action should be taken when a lead has been contacted and the customer is interested in purchasing products from your company? Select all that apply. ( ) Disqualify ( ) Delete () Convert ( ) Enter a new lead
Converting leads
7. When a lead is converted which of the following types of records can be created automatically? Select all that apply. (Select all that apply.) ( ) Activity () Contact () Opportunity () Account
Disqualifying leads
8. Which action should be taken when a lead is contacted and the customer is not interested in purchasing products at this time? () Disqualify ( ) Delete ( ) Convert ( ) Enter a new lead
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8-23
Contact records
10. Select which of the following statements are true. (Select all that apply.) ( ) A Lead record can parent multiple Opportunity Records () A Contact record can parent multiple Opportunity Records ( ) An Account can parent multiple Lead Records () An Opportunity can be parented by an Account or a Contact
8-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson describes the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists. This lesson also discusses discount lists and how they can be used to provide customers with incentives to buy more products.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-1
You can create more than one price list for a product. For example, you might have separate price lists for retail and wholesale sales, or for government and nonprofit customers. Unit groups and discount lists can have a one-to-many relationship. Discount lists are always generic and can be applied to multiple price lists. These are best used for handling volume discounts or for special promotions that apply to any customer. Unit groups can be specific to a single product or can be generic and applied to multiple products. NOTE: Unit groups define both the way in which an organization packages and sells a product and the way in which it receives product units from a vendor or manufacturing department.
9-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-3
5. Click OK. The new unit group is created and the Unit Group form opens. 6. In the form's navigation pane, under Details, click Units. 7. In the Actions toolbar, click New Unit to create a unit for this unit group. 8. In the Unit dialog box, define a unit in which the product is packaged by entering the following information: Name: Enter [Unit Name] for the name. Quantity: Enter [quantity] for the quantity. Base Unit: Click the Lookup icon next to the field and select [Base Unit].
9. Click Save and Close. 10. Click Save and Close to save and close the Unit Group. 11. In the Navigation Pane, click Settings, and then click Product Catalog. 12. Click (3) Price Lists.
9-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8. Click Save. 9. In the form's navigation pane, under Details, click Price List Items.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-5
11. Click Save. 12. In the form's navigation pane, under Details, click Price List Items. 13. On the Actions toolbar, click Add Price List Item. Enter the following information: Price List: Enter [Customer]. Unit: Enter [Primary Unit]. Quantity Selling Option: Select [Selling Option] from the dropdown list. Pricing Method: Select Currency Amount from the drop-down list. Amount: Enter [amount]. Click Save and Close. In the form's left navigation pane, under Details, click Information. Under Default Price List, enter [Customer]. Click Save and Close.
Unit Groups
A unit group is a compilation of the ways or measurements in which a product is available. The unit group includes a unit for how an organization receives the product from its vendor or manufacturer as well as units for how it packages and sells the product. (A product can be received and sold using the same unit.) Before adding products or services to the product catalog, you must create applicable unit groups. A unit group contains a list of the increments in which a product is sold. Each of these is considered a unit. In the case of physical items, you might use units such as the individual item, a dozen, or a case. Where services are involved, the units might be an hour, week, or project. Units are named to reflect the quantity they contain.
9-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Primary Unit
When you create a new unit group first name the unit group and specify its primary unit. The primary unit is important because it serves as the basis for all other units. All other units are based on a measurement that is derived from the primary unit. In the case of products, the primary unit is often the lowest common measurement in which the product arrives from manufacturing or the vendor. For example, the primary unit for a nail manufacturer might be one nail. The primary unit for a soda manufacturer might be one can of soda. In the case of services, the primary unit might be a measure of time and should be chosen based on utility. For example, a services company might choose Day as the primary unit. The unit group would then contain additional units that derive from the primary unit of Day, such as: Name Unit Unit Unit Day (primary unit) Half-Day Week Day Day Base Unit Quantity of Base Unit 1 .5 5
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-7
9-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Adding Products
The product is the item you are selling. It can be a physical inventory item or a service. A product can be created as a single item, or you can create a kit that includes a group of products. Additionally, if a replacement product is available, you can add the product as a substitute product. When you add a product to the catalog, specify the ways it can be packaged and the default packaging method. In addition, enter the following information: ID - The ID can be numbers, letters, or characters. Name - A descriptive name for the product. Cost and pricing information - The cost, to the company, of purchasing or manufacturing the product and the standard price that the company charges its customers for the product.
NOTE: You must have a unit group for this product before adding the product to the catalog. The unit group must contain at least one unit to be used as the default unit for the product definition. The cost and pricing information is important because when you create the price list for this product, Microsoft Dynamics CRM lets you specify prices as percentages of the pricing information. For example, if you specify a 50 percent markup and the cost is 10.00, then the price is 15.00.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-9
9-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: It is recommended that you include a default price list for every product. In Microsoft Dynamics CRM, you can set up a price list in a customer record. If no price list is specified, the default price list is used. The default price list must have at least one price list item in it. You can create multiple price lists in Microsoft Dynamics CRM. For example, it is common for a business to maintain separate price structures for different sales channels, such as retail and wholesale, or different customers, such as government or nonprofit. Each price list is made up of individual price list items. Price list items define the price of a product when it is packaged as a specific unit group. Discount lists can be applied to price lists, in which case they work together to determine the final pricing for products on quotes, orders, and invoices. When adding price list items, create a price list item for each unit in which the product is available. For example, if the product is available as a single item (each), in a dozen, and in a gross, create three price list items. This enables you to order the product as a package in any quantity using the same price list. Here is an example of a price list: Product Price List Item Price List Item Price List Item Excellent Soda Excellent Soda Excellent Soda Unit Can Six-Pack Case Price $.75 $3.49 $12.49
You can configure pricing options within Microsoft Dynamics CRM to control how prices are calculated. You can price based on a percentage of the product's list, standard, or current price, or you can use an absolute price. If you use percentages, you can also set how prices are rounded. The rounding policy gives you control over whether prices are rounded up, down, or to the nearest increment of the specified currency amount. NOTE: If you do not create a price list item for a product, it cannot be added to an opportunity, quote, order, or invoice.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-11
5. 6. 7. 8.
Click Save. In the form's navigation pane, under Details, click Price List Items. On the Actions toolbar, click Add Price List Item. In the Price List Item dialog box, enter the following information: Product: Select the product being priced. Unit: Select the unit for which you are setting a price. Quantity Selling Option: Select whether there will be No Control, or whether the product can be sold as Whole or Whole and Fractional (portions of the product can be sold, such as part watermelons that can be sold by quarters). Pricing Method: Choose how this price is determined, either as a set amount or a percentage. If you choose one of the percentage options, also specify a percentage and rounding policy under Rounding. Currency Amount: The price is specified for each unit for each product. Percent of List: The price is calculated as a percent of the manufacturer's or distributor's list price for the product, as specified under List in the Product form. Percent Markup - Current Cost: The price is calculated as a percentage of the current cost for the product. Percent Margin - Current Cost: The price is based on the profit percentage you want to achieve and the current cost for the product. Percent Markup - Standard Cost: The price is calculated as a percentage of the standard cost of the product. A percentage and rounding policy is also needed. Percent Margin - Standard Cost: The price is based on the profit percentage you want to achieve and the standard cost of the product. A percentage and rounding policy is also needed.
9. Click Save and Close. NOTE: After creating your price list with a price list item in it, go into the product and add the price list as the default.
9-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-13
With this discount schedule, you can provide three different levels of discounts based on the quantity purchased. As the customer purchases more products, the discount increases up to a maximum of 15 percent.
9-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Steps
Follow these steps to create a Discount List: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (1) Discount Lists. 3. On the Actions toolbar, click New. 4. In the Create Discount List dialog box, enter [Discount List Name] in the Name field. 5. Select Percentage from the Type drop-down list. 6. Click OK. The Discount List form opens. 7. In the form's navigation pane, under Details click Discounts. On the Actions toolbar click New Discount to create a discount for this discount list. 8. In the Discount dialog box, enter [Minimum Value] into the Begin Quantity field. 9. Enter [Maximum Value] into the End Quantity field. 10. Enter [Discount Rate] into the Percentage field. 11. Click Save and Close. 12. Click Save and Close in the Discount List window. Follow these steps to apply the Discount List to the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (4) Products. 3. In the list, select and open the [Product Name] product created in the last demonstration.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-15
Summary
This lesson described how to create a product catalog. It explained unit groups, price lists, and products and discussed how different price lists can be used for different types of customers. Finally, it covered how discount lists can be created to provide customers with an incentive to buy more products.
9-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Product units
2. What defines the various measurements in which a product is available or packaged? ( ) Unit groups ( ) Base units ( ) Primary units ( ) Discount lists
Sequence
3. What must be created before you can create a product? Select all that apply. ( ) A price list ( ) A unit group ( ) A region ( ) A product line
Product Items
4. What must be created before you can create a price list item? Select all that apply. ( ) A price list ( ) A unit group ( ) A region ( ) A product
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-17
9-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Goal Description
Use Microsoft Dynamics CRM to accomplish the following: Create a new unit group for a product Create the product Create a price list for the product
Challenge Yourself!
Instructions Use the information in the Scenario and Goal Description to complete the lab.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-19
Step by Step
Follow these steps to create the unit group: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Unit Groups. 3. On the Actions toolbar, click New. 4. In the Create Unit Group dialog box enter the following information: Name: Enter [unit group name] Primary Unit: [primary unit]
5. Click OK. 6. In the Unit Group window, click Units in the Details section. 7. Click New Unit in the Actions toolbar. Enter the following information: Name: Enter [consumer unit name] for the name. Quantity: Enter [consumer number] for the quantity. Base Unit: Enter [primary unit]. 8. Click Save and Close. 9. In the Unit Group dialog box, on the Actions toolbar, click New Unit. Name: Enter [retail unit name] for the name. Quantity: Enter [retailer quantity] for the quantity. Base Unit: Enter [primary unit]. 10. Click Save and Close. 11. Click Save and Close again. Follow these steps to create the price list for the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click (3) Price Lists. 3. On the Actions toolbar, click New.
9-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5. Click Save and Close. Follow these steps to create the product: 1. In the Navigation Pane, click Settings, and then click Product Catalog. 2. On the Product Catalog home page, click Products. 3. On the Actions toolbar, click New. 4. In the New Product dialog box, enter the following information: ID: Enter [ID]. Name: Enter [Product Name] for the name. Unit Group: Click the Lookup button and select [Unit Group Name]. Default Unit: Select [Default Unit] for the default unit. Decimals Supported: Enter 2 in the field.
5. Click Save and Close. 6. Return to the main CRM window, and click Settings, and then click Product Catalog. 7. Click Price Lists. 8. Open the Price List you created. 9. Click Price List Items. 10. Click Add Price List Item. 11. The Price List Item form appears. Use the Product Lookup to select the Product you just saved. Use the Unit lookup to select a Unit. Record an Amount in the Amount field, and accept default values for the other fields. 12. Click Save and Close. 13. Click Save and Close again. 14. Return to the Product window. Click the lookup for the Default Price List. 15. In the Look Up Records, select the Price List you created above. 16. Click OK. 17. Click Save and Close to save the Product.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-21
2.
3.
9-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Product Catalog
1. 1) Which one of the following is NOT part of creating a product catalog? ( ) a) Setting up price lists ( ) b) Setting up products ( ) c) Setting up unit groups () d) Setting up price regions
Product units
2. 2) What defines the various measurements in which a product is available or packaged? () a) Unit groups ( ) b) Base units ( ) c) Primary units ( ) d) Discount lists
Sequence
3. 3) What must be created before you can create a product? Select all that apply. ( ) a) A price list () b) A unit group ( ) c) A region ( ) d) A product line
Product Items
4. 4) What must be created before you can create a price list item? Select all that apply. ( ) a) A price list () b) A unit group ( ) c) A region () d) A product
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
9-23
9-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson covers the details of working through a sales order process using Microsoft Dynamics CRM. It covers quotes, orders, and invoices and explains what stage in the sales process each represents. Then the lesson walks you through the steps for creating a quote, an order, and an invoice.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-1
A quote can become an order, which can become an invoice. Your sales force can use the tools and templates in Microsoft Dynamics CRM to create and print quotes, orders, and invoices when they are working online or offline at a customer site. Quotes, orders, and invoices can be linked to opportunities and accounts, and to one or more contacts, notes, and attachments. They can also be associated with one or more competitors and products.
10-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-3
13. Repeat steps 10 through 12 as necessary to add additional products to the quote. 14. Click Save and Close. 15. On the Actions menu, select Activate quote. 16. Click Close. NOTE: If a product does not exist in the product catalog, it can be manually added in the quote, by selectingWrite-In products from form navigation pane. To print a quote, open the quote and on theActions toolbar, select Print Quote for Customer.
10-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-5
8. On the Addresses tab, on the Standard toolbar, click Look Up Address. 9. In the Look Up Address dialog box, select the fields you want to search: Bill To Address, Ship To Address, or both. 10. Under Select an Address, enter at least a portion of an address name for the account and click the Lookup icon to search for the address. Select and open the appropriate address. Under Select an Address box, click OK. NOTE: An account must have the Address name field filled out for it to appear in the search results when searching for an address. 11. On the Administration tab, if necessary, under Owner, enter another user to reassign this order to the user. 12. On the Notes tab, enter any other information about the order. 13. Click Save and Close.
10-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-7
10-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5. 6. 7. 8.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-9
10. For the Ship To Address section, click Will Call for the Ship To field. 11. Click Save and Close.
Summary
Microsoft Dynamics CRM allows users to create a quote and revise it repeatedly during sales negotiations. The quote can then be used as the basis for orders, which can be used as the basis for invoices. Microsoft Dynamics CRM also allows users to create orders and invoices from scratch. You can use Microsoft Dynamics CRM to track the status of fulfillments and invoices.
10-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Printing a Quote
2. 2. When printing a quote, you can? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Start from a blank document Use a pre-defined template Print the linked invoices Include order information
Invoices
3. 3. In Microsoft Dynamics CRM, you can track which states for invoices? Select all that apply. (Select all that apply.) ( ) a. ( ) b. ( ) c. ( ) d. Cancelled Requested Paid Sent
Discounts
4. 4. On orders, Quote Discount discounts a percentage from what? ( ) a. ( ) b. ( ) c. ( ) d. Total amount Freight charges Selected product Taxes
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-11
10-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-13
10-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-15
Solutions
Test Your Knowledge
Quotes
1. What state does a quote have to be in so that you can make changes to it? ( ) Initial () Draft ( ) Update ( ) Active
Printing a Quote
2. When printing a quote, you can? Select all that apply. (Select all that apply.) () Start from a blank document () Use a pre-defined template ( ) Print the linked invoices ( ) Include order information
Invoices
3. In Microsoft Dynamics CRM, you can track which states for invoices? Select all that apply. (Select all that apply.) () Cancelled ( ) Requested () Paid ( ) Sent
Discounts
4. On orders, Quote Discount discounts a percentage from what? () Total amount ( ) Freight charges ( ) Selected product ( ) Taxes
10-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
10-17
10-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson covers additional features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. A number of sales productivity reports provide insight into sales performance and allow for sales forecasting. The Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel. The Report Wizard and associated tools allow end-users to rapidly develop and share custom reports.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-1
11-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Use this information to determine who the top salespeople are and which customers are generating the most revenue. Sales Pipeline Report The Sales Pipeline report lets salespeople and managers view anticipated revenue (revenue that is in the pipeline) generated from opportunities. You can view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory. The report displays a bar chart of anticipated revenue. Clicking an area of the chart displays the following key information: The stage of sale that the opportunity is currently in The probability that the opportunity will be won The anticipated revenue
Use this information to help salespeople meet territorial quotas or other goals. NOTE: You must use Microsoft Dynamics CRM workflow processes to define opportunity sales stages in order for this report to provide meaningful data.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-3
11-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: You must have the proper permissions to use the Export to Excel feature. In addition, you can only view and export records to which you have read access. Contact the system administrator with questions.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-5
To remove a column, in the Edit Columns dialog box, select the column heading that you want to remove, and under Common Tasks, click Remove. In the confirmation message, click OK. 6. To change the order of the columns, in the Edit Columns dialog box, select a column and then click the left or right arrow key to move the column. 7. To change the sort order, in the Edit Columns dialog box, click Configure Sorting. Under Column, select the column that you want to sort. Under Order, click Ascending Order or click Descending Order, and then click OK. (You cannot sort on columns from related record types.)
11-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: The Report Wizard allows Table Only and Chart and Table reports. When you use a chart in a report, you can choose a Vertical Bar, Horizontal Bar, Line, or Pie Chart. Once a report is created they can be edited, by selecting a report and selecting Edit Report from the More Actions menu on the Actions toolbar.
Summary
In this lesson you created sales productivity reports to forecast sales. Sales reports are used to evaluate customer information, to view sales productivity and predict future sales. You also used Export to Excel to export static and dynamic data to Excel as worksheets, and as a dynamic pivot table. Using the Report Wizard you were able to quickly create custom reports.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-9
Revenue Report
2. Which report allows you to view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory? ( ) Sales History Report ( ) Sales Pipeline report ( ) Custom Report ( ) Productivity Report
Export to Excel
3. Microsoft Dynamics CRM can export data to the following Excel spreadsheets? Select all that apply. (Select all that apply.) ( ) Static worksheets with records from the current page ( ) Dynamic Pivot Tables ( ) Dynamic worksheets ( ) Dynamic worksheets
Report Wizard
4. The Report Wizard supports which of the following chart types to be displayed on custom reports? Select all that apply. (Select all that apply.) ( ) Vertical Bar ( ) Line ( ) Pie ( ) Horizontal bar
11-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-11
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. In the Navigation Pane, click Sales, and then click Leads. Under View, select Open Leads. Click Advanced Find. In the Advanced Find window, click Show Details. Hover over Select. Click on the drop-down, and select the State/Province field. Click in Enter Value and type CA. Click Find. Click Back to Query to return to the Query. Click Save As. Record Leads in California as the Saved view name, and click OK. Close the Advanced Find window. Under View, select [saved view name]. If you do not see it, press F5 to refresh the browser windows, and look again. On the Actions toolbar, click Reports, and then select Lead Source Effectiveness.
11-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-13
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, click Workplace, then click My Work, and then click Reports. 2. In the list, select but do not open the Lead Source Effectiveness report. 3. On the Actions toolbar, under More Actions, select Run Report. 4. In the report, in the % Became Revenue column, click the value for the lead source [source, was Other] to view the associated records.
11-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-15
Solutions
Test Your Knowledge
Analyzing Quotas and Forecasting
1. What information can Microsoft Dynamics CRM provide to help with analyzing quotas and forecasting? ( ) List of converted leads in the fiscal period () The quota set for the fiscal period ( ) The number of contacts contacted during a given time frame ( ) The close ratio of opportunities
Revenue Report
2. Which report allows you to view the revenue that is expected from opportunities for an individual salesperson, group of salespeople, or a territory? ( ) Sales History Report () Sales Pipeline report ( ) Custom Report ( ) Productivity Report
Export to Excel
3. Microsoft Dynamics CRM can export data to the following Excel spreadsheets? Select all that apply. (Select all that apply.) () Static worksheets with records from the current page () Dynamic Pivot Tables () Dynamic worksheets ( ) Dynamic worksheets
Report Wizard
4. The Report Wizard supports which of the following chart types to be displayed on custom reports? Select all that apply. (Select all that apply.) () Vertical Bar () Line () Pie () Horizontal bar
11-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
11-17
11-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson summarizes the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM. This lesson will give you an understanding of closed loop marketing, quick campaigns, marketing campaigns, the parts of a marketing campaign, and campaign responses and reporting. Marketing concepts and business drivers are also discussed to provide an overall context. The specific procedures for conducting Marketing Campaigns in Microsoft Dynamics CRM are covered in depth in later lessons.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-1
Microsoft Dynamics CRM is designed to help companies solve these problems by providing one tool to connect the efforts of both groups. In Microsoft Dynamics CRM the goal of each marketing campaign is to provide what is known as closed loop marketing. By ensuring that the campaign targets, campaign activities, and the results of the campaign activities are related and captured in a consistent format, the entire team can measure data such as: Number of leads produced Number of converted leads Number of opportunities Revenue produced from closed opportunities Cost per lead Cost per opportunity
The ability to know what was spent on a campaign and relate it to the actual revenue that resulted is the essence of closed loop marketing. A marketer with this information can plan, forecast, and target more effectively. This information helps the marketing team assess the quality of lead sources and design campaigns that produce better results with each effort.
12-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: You can use Campaigns to automate e-mail marketing activities. When you use an e-mail as a campaign activity, you can choose whether the e-mail is sent automatically by the system or requires the e-mail owner to send the e-mail. By default, the system sends the e-mail for you. Marketing campaigns are used for traditional marketing efforts where the user may want to schedule multiple activities, such as an e-mail broadcast followed by targeted phone calls. These are longer term efforts, usually distributing information through several types of activities. Marketing campaigns also allow you to add target products, sales literature, and related campaign details to the campaign. This feature is usually used by marketing representatives and marketing managers. Quick campaigns are used for single-activity campaigns and are created using a wizard. These are shorter term efforts, distributing only one activity. For instance, if a sales representative knows that he will be attending a tradeshow in a certain geographic area, he can use Advanced Find to quickly create a list of leads in that area. He can then use the list to create a quick campaign and schedule a phone call for each lead. Each scheduled phone call automatically shows up in his Workplace as an activity. Quick campaigns are often used by salespeople or sales managers. Marketing campaigns and quick campaigns have similar functionalities: both can use marketing lists, distribution information through activities, and let you view the responses. The main difference is the length and complexity of the campaign. Quick campaigns are short and only distribute one activity. Marketing campaigns are longer in duration and can include many types of activities.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-3
After you create the quick campaign, Microsoft Dynamics CRM creates and distributes the activities to the appropriate resource. Once the quick campaign has been created and distributed, the assigned user can view and take action on the campaign activities and the responses. The records for customers can be viewed and reports can be run to analyze the effectiveness of the campaign.
12-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Campaign Activities
Campaign activities form the core of a campaign. They are the action that constitutes the campaign, such as sending a letter, making a phone call or sending an e-mail. Campaign activities can include a priority and a budget. For example, if the activity is a letter, the budget might include the cost of printing, envelopes, and postage. This information helps you determine the cost and value of the campaign. When you have completed the activity, you can update the actual cost. Tracking the costs assist you in planning future activities and campaigns. Campaigns can have more than one activity; For example, You might send a letter and follow up with a phone call. Activities within a campaign can all use the same marketing list or each activity can use a different list. For example, a campaign might include three different marketing lists for various groups of customers with different messaging for each group. In this case, you would create separate activities for each message and each activity would use a different marketing list to target the appropriate customers for that message. The types of campaign activities in Microsoft Dynamics CRM are: Phone Appointment Letter Fax E-mail
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-5
Marketing Lists
Simply stated, marketing lists are lists of accounts, contacts, or leads that match a specific set of criteria. Marketing lists can only contain one record type, such as contacts, accounts, or leads. Once you determine the record type, it cannot be changed, though individual records can be added to the list or removed from it. Marketing lists can be deleted, merged into other lists, or deactivated. Once you have determined that the list is complete, the marketing list can be locked, to prevent any changes to the list.
Planning Tasks
Planning tasks help you organize the tasks you need to complete in order to launch and operate a campaign. For example, if your campaign were an event you were holding for your customers you could enter planning tasks such as reserving space or hiring vendors. You could also have tasks such as designing and ordering the brochures that you plan to mail out.
Target Products
A marketing campaign can be designed to promote one or more products. If your organization uses the product catalog in Microsoft Dynamics CRM, you can add products to the campaign to make it easy for salespeople to view what the campaign is promoting, and also to help you create very specific reports showing campaign effectiveness. For example, the marketing team might be interested in knowing how many campaigns were run to promote a certain product over a certain period, and how much revenue those campaigns generated.
Sales Literature
Sales literature is content about a product or a service. Salespeople can review the literature and deliver it to customers based on their interest level. Sales literature files can be added to a campaign to help salespeople find the information they need to know in order to follow up with customers effectively. Sales representatives can download or view added sales literature whenever it is needed.
12-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-7
Once the campaign responses have been created, you can convert a campaign response to a new lead, quote, order, or opportunity.
Analyzing Campaigns
Effective analysis requires entering and tracking the correct data. You need to determine what kind of analysis you want to do, and then create processes or other procedures to ensure that the correct data is entered and tracked. Marketing campaign reports can be used for building marketing plans. By analyzing the report that provides data on the financial effect of campaigns, an organization can determine which campaigns were successful. By using this data, you can decide which campaigns should continue to run and which should not or make changes to the campaigns. The data can also provide valuable information about the timing of critical campaigns. Combining this data with competitor data and a marketing plan can be your best defense to against competing companies. Also, by evaluating sales growth based on other Microsoft Dynamics CRM reports, the marketing plan can incorporate new campaigns to meet aggressive sales quotas for products balanced against the budget limitations imposed on the campaign.
12-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson provided an overview of marketing campaigns. It reviewed the benefits of closed loop marketing. Additionally, it compared the differences between marketing campaigns and quick campaigns. The lesson also reviewed the parts of a marketing campaign and how to use them. Finally, it discussed the use of campaign responses and available campaign reporting.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-9
Quick Campaigns
2. Which of the following is not a feature of quick campaigns? ( ) Associate a marketing list ( ) Create campaign activities ( ) Create multiple campaign activities ( ) Send e-mail to a marketing list
Records
4. Which type of records can you use to create a marketing list? (Select all that apply.) ( ) Account ( ) Contact ( ) Lead ( ) Opportunity
12-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Campaign Activities
6. Which of the following are types of campaign activities? (Select all that apply.) ( ) Letter ( ) E-mail ( ) Planning task ( ) Appointment
Campaign Response
7. Which of the following can be converted into a campaign response? (Select all that apply.) ( ) Lead ( ) Task ( ) Phone Call ( ) E-mail
Campaign Response
8. A campaign response can be converted to which of the following? (Select all that apply.) ( ) A lead ( ) An opportunity ( ) An account ( ) A quote
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-11
2.
3.
12-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Closed Loop Marketing
1. Which of the following is a benefit of closed loop marketing? ( ) Sales has visibility into what marketing is doing to support their efforts ( ) Marketing has visibility into what the sales team does to follow up on the leads they produce ( ) Overall marketing effectiveness improves because there is a way to measure what works and what does not () All of the above
Quick Campaigns
2. Which of the following is not a feature of quick campaigns? ( ) Associate a marketing list ( ) Create campaign activities () Create multiple campaign activities ( ) Send e-mail to a marketing list
Records
4. Which type of records can you use to create a marketing list? (Select all that apply.) () Account () Contact () Lead ( ) Opportunity
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
12-13
Campaign Activities
6. Which of the following are types of campaign activities? (Select all that apply.) () Letter () E-mail ( ) Planning task () Appointment
Campaign Response
7. Which of the following can be converted into a campaign response? (Select all that apply.) ( ) Lead ( ) Task () Phone Call () E-mail
Campaign Response
8. A campaign response can be converted to which of the following? (Select all that apply.) () A lead () An opportunity ( ) An account () A quote
12-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson examines the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. The lesson also discusses how to create planning tasks and campaign activities in campaigns, and how to modify marketing lists.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-1
Phone Call The subject of the phone call (required). Any additional information about the call, such as notes.
13-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Appointment The subject of the appointment (required). The location of the meeting. How the appointment time appears on the activity owner's calendar. The start and end dates and times for the appointment. This appointment appears on the activity owner's calendar. Any additional information, such as notes.
Letter The subject of the letter (required). Any additional information, such as notes. Expected duration to prepare the letter. Date and time the letter is due. This is the due date for the activity.
Fax The subject of the fax (required). Any additional information, such as notes. Expected duration to prepare the fax. Date and time the fax is due. The name of the cover page used. The cover page is not stored in the system.
Email The subject of the e-mail (required). The content of the e-mail. Note that you can use HTML formatting in the content of the e-mail. If you are sending the email immediately upon completing the wizard, enter the e-mail contents here. Expected duration to prepare the e-mail. Date and time the e-mail is due. This is the due date for the activity.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-3
13-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
You can create the marketing campaign record at any time. All the decisions about the campaign do not need to be made before creating the initial record. When you create a new campaign, some of the information about the campaign is automatically generated by Microsoft Dynamics CRM. For example, the system creates the campaign code. The campaign record also automatically populates the owner of the campaign (the person who created it) and the name of the person who last modified it. This information cannot be changed by the user.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-5
In the campaign activity records: Budget Allocated: The amount of money appropriated for this activity. (Note that activity budget allocation is not rolled up into the campaign's budget allocation. The numbers are maintained separately.) Actual Cost: The actual cost of the activity, when it is performed.
When you save the relevant records, Microsoft Dynamics CRM calculates and displays this information in the Financial tab of the campaign record: Total Cost of Campaign Activities: The actual cost of the campaign, based on the actual costs entered for all the campaign's activities. Total Cost of Campaign: The actual cost of the campaign, based on the costs entered for all the campaign's activities plus the miscellaneous costs entered for the campaign.
Some other information that you may want to enter includes: Price List - Select the price list that is relevant to this campaign. This helps you determine the cost of the campaign compared to the revenue it generates. Offer - Enter a description of the actual offer you are contacting customers about. Proposed Begin Date - Enter the expected start date of the campaign. Proposed End Date - Enter the anticipated date when the campaign will finish. Description - Enter any other important details about the campaign.
13-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Planning Tasks
After you have created the campaign record, you can add planning tasks to it. Planning tasks are actions that must be performed prior to distributing the campaign activities. They are the pieces that must be put in place for the campaign. Examples of planning tasks include putting together brochure packets or purchasing a list from a vendor. Planning tasks help you keep track of all the things that must be done to ensure the campaign is successful. They act as a centralized to do list for the team. Users that are assigned planning tasks can see their assignments in the Activities list under Workplace. The campaign owner can easily view the status of all the planning tasks by opening the campaign.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-7
Campaign Activities
Campaign activities are the actions necessary to conduct the campaign. Campaign activities are your way of tracking all the activities that you or others in your organization must complete for the campaign. Activities let you capture basic information as well as detailed data, such as budgeted costs, the vendor you are working with, scheduled start and end dates, priorities, and so on. Additionally, you can designate how many days must pass before members on the list can be sent additional literature or correspondence. (This is particularly useful in businesses that have separate sales and marketing departments.) As the campaign progresses, you can update the activity record with actual start and end dates and actual cost information. Activities can be assigned to owners, whose job it is to perform the activity. When you are ready to begin the campaign, you distribute the activities. Then, the owners perform the activities, doing the research, preparing the materials, making the phone calls or sending the letters, for instance. Activities fall into two categories: Channel activities: the activity specifies a channel of communication (such as an e-mail, a letter, or a phone call). These activities, when distributed, result in contact with the customer through that channel. Non-channel activities: Activities that do not have a specified channel or which have a channel of Other cannot be distributed. They act as to-dos to track actions that must be performed during the campaign. Non-channel activities remain in the owner's activity list until they are either changed to channel activities or completed.
An activity can have a particular marketing list associated with it. For example, a campaign might have three different marketing lists for various groups of customers, to send different messaging to each group. Separate channel activities are created for each message and the appropriate marketing list is associated with each activity. By default, all marketing lists are associated with all activities.
13-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-9
13-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: You may want to execute the planned campaign in a test market. Create an internal test marketing list and copy the campaign you want to test. Run the copied campaign against the test marketing list to verify the campaign performs as planned.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-11
13-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-13
13-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Follow these steps to create the campaign activities: 1. 2. 3. 4. 5. 6. 7. 8. 9. In the form's navigation pane, click Campaign Activities. On the Actions toolbar, click New. Under Type, select Direct Initial Contact. Under Channel, select Phone. Under Subject, enter [Subject]. In the box underneath, type [Description]. Under Scheduled Start date, enter [Begin Date]. Under Scheduled End Date, enter [End Date]. Under Priority, select High. Click Save and Close.
13. 14.
BEST PRACTICE: You could add an on-demand workflow to this process that automatically creates a task to mail the customer the free pass. That way, when the telemarketing staff is actually executing the campaign, they can create activities reminding a separate team to mail out the passes with a single button click.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-15
Summary
This lesson explained the processes for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates. You learned how to create planning tasks and the campaign activities to perform. You learned how to create and use campaign templates save time setting up future campaigns.
13-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Required Fields
2. Which of the following are required fields on the Campaign form? (Select all that apply.) ( ) Name ( ) Currency ( ) Campaign Type ( ) Status Reason
Campaign Template
3. Which is an advantage of using a campaign template? ( ) Templates are required for every campaign. ( ) Templates reduce the time setting up the campaign. ( ) Templates are required when a product is involved in the campaign. ( ) Templates increase the campaigns response rate.
Campaign Template
4. What are some of the items that can be associated with a campaign template? Select all that apply. (Select all that apply.) ( ) Campaign Activities ( ) Campaign results ( ) Target Products ( ) Collateral
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-17
13-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, select Marketing and then Accounts. 2. In the View field, select Accounts: No campaign activities in the last 3 months. Follow these steps to use the Quick Campaign function to create an e-mail activity and send the email: 1. 2. 3. 4. 5. Click Create Quick Campaign on the Actions bar. Select For All Records on Current Page. Follow the steps in the Wizard to complete the campaign. In the Navigation Pane select Marketing then Quick Campaigns. Open your Quick Campaign and review the e-mails that were generated.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-19
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. On the Actions toolbar, click New. 3. Under Name, enter [Campaign Name]. 4. Under Status Reason, select Proposed. 5. Under Campaign Code, enter [Campaign Code]. 6. Under Campaign Type, enter Direct Marketing. 7. Under Expected Response, enter [# of Expected Response]. 8. Under Offer, enter [Description of the offer]. 9. Under Proposed Begin Date, enter [Begin Date]. 10. Under Proposed End Date, enter [End Date]. 11. Under Description, type [Description]. 12. On the Financial tab, under Estimated Revenue, enter [Revenue]. 13. Click Save.
13-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Follow these steps to select the marketing list: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. In the form's navigation pane, click Target Marketing Lists. On the Actions toolbar, click Add. Click New to create a new Marketing List. Under Name, enter [Name]. Under Member type, enter [Member Type]. Under Purpose, enter [purpose]. Click Save. On the Marketing list form click Marketing List Members from the left navigation pane. On the Action toolbar click Manage Members. Select Use Lookup to add members on the Manage Members dialog box. Click OK. On the Look Up Records dialog box click the search icon.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-21
13-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Research awareness of your brand at retail chains. Book a conference room for an event. Order catering for an event. Book celebrity for advertisement endorsement. Take photos of new products for brochure. Schedule studio time for customer testimonials. Send personalized email to target customers. Send advertisement to major newspapers Put banners on web sites Activity Activity Activity Activity Activity Activity Activity Activity Activity Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task Planning Task
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-23
2.
3.
13-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Creating Campaign Record
1. Which of the following are required when creating a campaign record? Select all that apply. ( ) Use a campaign template ( ) Set the start date ( ) Set the end date () Name the campaign
Required Fields
2. Which of the following are required fields on the Campaign form? (Select all that apply.) () Name () Currency ( ) Campaign Type () Status Reason
Campaign Template
3. Which is an advantage of using a campaign template? ( ) Templates are required for every campaign. () Templates reduce the time setting up the campaign. ( ) Templates are required when a product is involved in the campaign. ( ) Templates increase the campaigns response rate.
Campaign Template
4. What are some of the items that can be associated with a campaign template? Select all that apply. (Select all that apply.) () Campaign Activities ( ) Campaign results () Target Products ( ) Collateral
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
13-25
13-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson explains the process for distributing campaign activities to launch a campaign. It discusses managing a campaign that is underway and tracking campaign responses. The lesson also explores the ways you can analyze the data that results from marketing campaigns and ways the sales team can better use marketing data.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-1
Each activity has a different set of fields. For example, in phone calls, you can enter a phone script in the text box. In e-mails, you can enter the text of your e-mail. Refer to the Microsoft Dynamic CRM Help for more information. 7. When you are finished, click Distribute. 8. In the Confirmation Distribution dialog box, under Owner, select the user who owns the campaign activities from these options: The owners of the records in the target marketing list: The activities are assigned to the individuals who own each record and they are responsible for completing them. I will own the new activities: The activities are assigned to you and you are responsible for completing them.
14-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
If you chose e-mail, to automatically send the e-mail when you finish the wizard, select Send e-mail messages automatically and close corresponding e-mail activities. Normally, activities appear in the activity list and must be performed by the assigned user. You can select this option to have the e-mail immediately sent when you click Distribute. 9. Click OK. The activities are distributed to the assign owners and appear under Activities in their Workplace. 10. Click Save and Close to close the Campaign Activity form. 11. Click Save and Close to close the Campaign form. NOTE: If the selected channel is blank or Other, the activity cannot be distributed to other owners. It remains in the campaign's activity queue for the campaign owner to complete or until you assign a specific channel to the activity.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-3
Several reports can assist the campaign manager, including: Campaign Activity Status: The report displays a summary for a campaign, including planned and actual time limits, parent campaign details, and definition status. Campaign Performance: The report provides a detailed view, including all the dates, targets, definitions, responses, and financial returns from each campaign. Campaign Comparison: The report compares two campaigns based on parameters such as cost effectiveness and number of responses.
During the execution of each activity, you can make modifications to the campaign to address changes in the competitive landscape, handle responses, or track undelivered mail. In addition, you can easily manage aspects of the campaign, including budget, timing, and leads that are generated based on campaign responses. For example, if a telemarketing firm is completing calls faster than you anticipated, you can use the leftover funds to purchase another list and have them contact more leads. When a campaign and its activities have been completed, you can close the campaign record. Closing it marks the end of the campaign, but retains the information for reporting purposes.
14-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
If created automatically, the campaign response inherits information from the activity that generated the customer's response. Some of the information generated includes: Parent Campaign - Indicates the campaign that generated this campaign response. Response Code - Indicates the interest level of the respondent or indicates if the person does not want to receive marketing materials. Customer - Shows the customer record specified in the campaign activity. Channel - Indicates the type of campaign activity that generated the response, such as a phone call. Received on - Indicates the date when the response was created. Originating Activity - Provides a link to the campaign activity that was used to create the response. Subject - Matches the subject entered of the originating activity, if the response came from a campaign activity. Outsource Vendor - Shows either the account or the contact person at the vendor your organization is working with on the campaign. Owner - Provides a link to the record of the user who created the original campaign activity or, if the campaign response was not generated from a campaign activity, the person creating the record. Priority - Matches the priority setting entered on the Campaign Activity form.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-5
6. If the response is from an existing customer, enter the customer's name in the Customer field and click the Lookup icon. The customer's name auto-populates the field, or you are given a list of possible matches. Click the correct name. 7. If the response is from a new customer, enter the customer's information in the fields provided in the Received From New Customer section. 8. In the Details section, enter the Subject of the response. For example, you might type in Interested in product or Will attend user's conference. Subject is a required field. 9. Although other fields are not required, it is best to enter information in all the fields. 10. Click Save and Close to close the Campaign Response form. 11. Click Save and Close to close the Campaign form.
14-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: To promote a campaign activity, it must first be saved and have had no modifications since it was last saved. If you have made changes, click Save before promoting the record.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-7
To review the newly created records, select Open newly created records. 7. Click OK. If you clicked Open newly created records, the new lead opens automatically. Enter information in the required fields and click Save and Close. 8. Click Close to close the Campaign Response. 9. Click Save and Close to close the Campaign form. NOTE: Consider using workflow processes to automatically assign the lead or opportunity to a sales representative for follow-up.
14-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A marketing staff member reviewing e-mail messages finds an e-mail from a customer, [customer name], who attended an event that was part of a marketing campaign ([campaign name]). The e-mail is recorded in Microsoft Dynamics CRM as a campaign response. The potential customer sounds very interested in the products that were used at the event, and the marketing staff member converts the response to a lead for follow-up by a Sales Representative. Goals The goals of this demonstration are to: Create a campaign response Convert a response to a lead
Steps
Follow these steps to record a campaign response: 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. In the form's navigation pane, under Details, click Campaign Responses. 4. In the Actions toolbar, click New. 5. In the Customer field, type in [customer name], or use the Form Assistant and select [customer name]. 6. In the Subject field, enter [text]. 7. Click Save. Follow these steps to convert the campaign response: 1. 2. 3. 4. In the Actions toolbar, click Convert Campaign Response. Select Close response and convert into a record. Select Create new lead. Select Open newly created records. This opens the new lead automatically once you have closed the dialog box.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-9
14-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A marketing staff member returns from a sales team meeting with comments about a competitor product that is doing well because of a better marketing effort. The staff member recalls that the company intends to do a direct mailing campaign for this product, and then searches the marketing area to locate the following: Product campaigns that were run during the last six months Product campaigns planned for the next three months
The direct mailing campaign starts in one month, with a status of ready for launch. However, comparison reports indicate that an e-mail campaign is more effective than direct mailers. The marketing staff member recommends that the channel be changed for this campaign to e-mails.
At any time the marketing staff and sales representatives should be able to look for marketing related information in their content. They can view the following types of information: Status of campaigns planned Status of campaigns running Status of campaigns recently ended Analysis on archived campaigns (reports) Results from campaigns: Direct results - actual responses to campaigns, banner clicks, telephonic responses. Indirect results - sales orders logged with the campaign identifiers, quotes extended, and increase in sales.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-11
Scenario
The marketing manager wants to review the following information for the [campaign used in previous scenario]. View the status of the campaign-related tasks and activities View the number of responses and potential opportunities being generated Analyze the actual and budgeted cost and the estimated potential revenue
Goal Description The goal of this demonstration is to use the Campaign Performance Report to determine the following: Status of campaign activities Number of campaign responses and opportunities Actual versus budget costs and potential revenue
Steps
Follow these steps to view the Campaign Performance Report: 1. In the Navigation Pane, click the Marketing module, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. On the Actions toolbar, click Reports, and then select Campaign Performance. 4. Locate the Planning Tasks to see if they were all completed. 5. Locate the Campaign Responses section. Click in the Interested (6) area of the Response Code graph to view the potential opportunities. 6. Review the Planning tasks and financials section.
14-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
The Marketing Manager wants to review the status of the [Activity Name] activity associated with the [Campaign Name] campaign. Goal Description The goal of this demonstration is to use the Campaign Activity Status Report to determine the following: Details of Campaign Activities Status of Campaign Activities
Steps
1. In the Navigation Pane, click the Marketing module, and then click Campaigns. 2. Open the [Campaign name] campaign. 3. In the form's navigation pane, under Details, click on Campaign Activities. 4. Open the [Campaign Activity name] activity. 5. In the form's Actions toolbar, click Reports. 6. Click on Campaign Activity Status.
Scenario
The marketing coordinator of [Business Name] launches a previously created campaign. During the life of the campaign, the marketing coordinator calls all contacts on the campaign's marketing list and captures all responses. When the marketing coordinator has contacted half of the contacts on the marketing list, she wants to see a report to check the status of the campaign. Once all the contacts have been contacted and the responses have been captured, she ends the campaign.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-13
6. Click Distribute. 7. In the Confirmation Distribution dialog box, select I will own the new phone calls and click OK. 8. Click Save and Close to close the Campaign Activity form. 9. Click Save and Close to close the Campaign form.
14-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson showed you how to launch and manage a marketing campaign. It covered capturing campaign responses and how to work with the responses. It also showed you how to use the reports that are available for viewing details of a campaign.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-15
Planning Tasks
3. Which of the following are features of planning tasks? Select all that apply. (Select all that apply.) ( ) Can track actual and budgeted costs ( ) Can be assigned to a user ( ) Can be associated with a marketing list ( ) Can have a duration set
Marketing Automation
4. Which of the following are features of Marketing Automation in Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) ( ) Creating and managing marketing lists ( ) Creating and managing marketing lists ( ) E-commerce Web sites ( ) Tracking estimated and actual cost and revenue information
14-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Campaign Response
6. [Company] is running a marketing campaign to promote a new product. A new customer calls you in response to the campaign and says that they are very interested in buying the new product from your company but wants to have more information. 7. What is the best way to record the response? ( ) Create a campaign activity in the campaign, close and convert the activity into an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into an opportunity. ( ) Create a new lead, add a link to the campaign in the lead record and convert the lead into a new customer record and an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into a lead and convert the lead into a new contact, account and an opportunity.
Campaign Tasks
8. You are a sales representative for your company. The Marketing Department is running a campaign and you want to know what tasks have been created for you to do complete. Where will you look to determine those tasks? (Select all that apply.) ( ) In the marketing lists that were used in the campaign. ( ) In the campaign activities created for the campaign. ( ) In the Activities in each of your customer records. ( ) Activities in My work in the Workplace
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-17
E-mail Campaign
11. Which of the following steps must be completed to create a marketing campaign that will create e-mail messages for customers? Select all that apply. (Select all that apply.) ( ) Create planning tasks ( ) Add target lists ( ) Distribute campaign activities ( ) Create campaign activities
Telemarketing
12. As part of a marketing campaign your company outsourced the telemarketing. The telemarketing company has provided you with the results in a text file. 13. What is the best way to add the results to the Microsoft Dynamics CRM system? ( ) Import the text file as campaign responses. ( ) Import the text file as contacts. ( ) Enter the results manually as campaign responses. ( ) Enter the results manually as leads.
14-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-19
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
Creating a Campaign Response: 1. In the Navigation Pane, click Marketing, and then click Campaigns. 2. In the list, select and open the [campaign name] campaign. 3. In the forms navigation pane, click Campaign Responses. 4. Click New on the action toolbar. 5. On the Campaign Response form select [Interested] from the Response Code picklist. 6. In the Customer field enter [customer name], then click the lookup search icon. 7. In the Details section select [phone] from the Channel picklist. 8. In the Subject field enter Customer is interested in [product]. 9. Click Save.
14-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-21
2.
3.
14-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Create a Campaign
1. [Company] has decided to start a new marketing program and wants to send postcards to existing contacts in various industries. The industry information is specified for each customer. Three e-mail messages have been created, each customized to a specific industry segment. 2. What is the best way to implement the marketing campaign to make sure that each customer receives the correct e-mail? ( ) Create one campaign, one marketing list, and associate the three e-mail activities with the list. () Create one campaign, three marketing lists, and associate the appropriate list with each e-mail activity. ( ) Create three campaigns, one marketing list, and associate the list and email messages with each campaign. ( ) Create three campaigns, three marketing lists, and associate the lists and email messages with each campaign.
Planning Tasks
3. Which of the following are features of planning tasks? Select all that apply. (Select all that apply.) ( ) Can track actual and budgeted costs () Can be assigned to a user ( ) Can be associated with a marketing list () Can have a duration set
Marketing Automation
4. Which of the following are features of Marketing Automation in Microsoft Dynamics CRM? Select all that apply. (Select all that apply.) () Creating and managing marketing lists () Creating and managing marketing lists ( ) E-commerce Web sites () Tracking estimated and actual cost and revenue information
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-23
Campaign Response
6. [Company] is running a marketing campaign to promote a new product. A new customer calls you in response to the campaign and says that they are very interested in buying the new product from your company but wants to have more information. 7. What is the best way to record the response? ( ) Create a campaign activity in the campaign, close and convert the activity into an opportunity. ( ) Create a campaign response in the campaign, close and convert the response into an opportunity. ( ) Create a new lead, add a link to the campaign in the lead record and convert the lead into a new customer record and an opportunity. () Create a campaign response in the campaign, close and convert the response into a lead and convert the lead into a new contact, account and an opportunity.
Campaign Tasks
8. You are a sales representative for your company. The Marketing Department is running a campaign and you want to know what tasks have been created for you to do complete. Where will you look to determine those tasks? (Select all that apply.) ( ) In the marketing lists that were used in the campaign. ( ) In the campaign activities created for the campaign. ( ) In the Activities in each of your customer records. () Activities in My work in the Workplace
14-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
E-mail Campaign
11. Which of the following steps must be completed to create a marketing campaign that will create e-mail messages for customers? Select all that apply. (Select all that apply.) ( ) Create planning tasks () Add target lists () Distribute campaign activities () Create campaign activities
Telemarketing
12. As part of a marketing campaign your company outsourced the telemarketing. The telemarketing company has provided you with the results in a text file. 13. What is the best way to add the results to the Microsoft Dynamics CRM system? () Import the text file as campaign responses. ( ) Import the text file as contacts. ( ) Enter the results manually as campaign responses. ( ) Enter the results manually as leads.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
14-25
14-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. The lesson includes a demonstration that shows how the service management process flow helps an organization manage and resolve cases to ensure that customers receive the highest level of service.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-1
15-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-3
Lot Line Adjustment Parcel Subdivision Land Use Review Environmental Impact
Grounds Facilities
To realize the full functionality from case management, work with the organization to ensure its processes include selecting the appropriate subject for a case. Good routing and data analysis require users to select the appropriate subject, not just a default subject. For instance, in the above auto parts example, by applying a subject to all cases, you could later generate a report for all customer issues regarding Belts. Service Representatives could then find all Knowledge Base articles that are about Mufflers.
15-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5. Click OK. NOTE: To quickly create a new child subject for an existing subject, in the Subject Tree, select the parent, and then click Add a Subjectunder Common Tasks.
Cases can be automatically routed to a queue or a service representative based on the characteristic of the case or customer to get it resolved as quickly as possible.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-5
4. On the Notes and Article tab, under Notes, click Click here to enter a new note, and then enter details about the Case. Notes: [description] 5. Click Save.
15-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-7
15-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson introduced the core components of Microsoft Dynamics CRM service management. It covered the functionality that is available to help organizations track and manage customer interactions. The lesson explained the subject tree and how it provides a structure for an organization group and manage information. It explored the service management process flow, including: creating a case, browsing the Knowledge Base to resolve a case, using contracts to ensure that customers receive the correct level of service, and running reports to gain visibility into service activities and resolution.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-9
Knowledge Base
2. Where is the Knowledge Base located in Microsoft Dynamics CRM? ( ) On the home page ( ) In the Workplace ( ) In the Service module ( ) In the Sales module
Core Elements
3. Which of these entities is the core elements for service management? ( ) Queues ( ) Knowledge Base ( ) Service scheduling ( ) Cases
Subject Tree
4. What is the subject tree? ( ) A list of subjects the customer might want to discuss ( ) A hierarchical list of business subjects ( ) A hierarchical list of categories to which users can be assigned ( ) A list of topics the service representative should discuss with the customer
15-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Subjects
6. Subjects are associated with which of the following? (Select all that apply.) ( ) Products ( ) Cases ( ) Accounts ( ) Knowledge
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-11
2.
3.
15-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Contracts Component
1. Microsoft Dynamics CRM contracts component provides which benefit to users? (Select all that apply.) ( ) Designated representatives who provides service () Effective tracking of customer service agreements () Quick access for customer service representatives to service agreement details ( ) Attachments to customer service cases, which allows the case to be automatically deducted from the contract
Knowledge Base
2. Where is the Knowledge Base located in Microsoft Dynamics CRM? ( ) On the home page ( ) In the Workplace () In the Service module ( ) In the Sales module
Core Elements
3. Which of these entities is the core elements for service management? ( ) Queues ( ) Knowledge Base ( ) Service scheduling () Cases
Subject Tree
4. What is the subject tree? ( ) A list of subjects the customer might want to discuss () A hierarchical list of business subjects ( ) A hierarchical list of categories to which users can be assigned ( ) A list of topics the service representative should discuss with the customer
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
15-13
Subjects
6. Subjects are associated with which of the following? (Select all that apply.) () Products () Cases ( ) Accounts () Knowledge
15-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson discusses the lifecycle and key concepts of contracts in Microsoft Dynamics CRM. It explains how to create contract templates upon which contracts are based. It covers how to create a contract and add contract lines to it to detail the specific services or support the contract provides. The lesson also discusses modifying contracts and contract lines, and how to delete, cancel, renew, or put contracts on hold. Finally, it discusses how cases relate to contracts.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-1
Understanding Contracts
Contracts are agreements that provide support during specified coverage dates, for a specified number of cases, or length of time. When customers contact customer service, the level of support they receive is determined by their contract. They might be allowed a specified level of service, also known as warranty service. For example, this service might offer support using a telephone, the e-mail, or the Internet. Contracts define the nature of the service relationship with a customer. This includes how much and what level of service the customer is allowed, how the service is delivered, and the price of the service. You can create agreements for new and existing customers and specify the type of service and terms that customers should receive. You can create service cases against the contract and use Microsoft Dynamics CRM to check entitlements for a customer, track usage of allotted service, and so on.
Contract Elements
The Microsoft Dynamics CRM contract management system is based on these elements: Contract Templates: Contracts are always created based on a template. Your organization creates contract templates to cover the different types of contracts representatives write. Contracts: The contract is the actual agreement that details the support provided to the customer. It describes such things as the price of the service contract and the coverage period. Contract Lines: A contract consists of one or more lines that detail the coverage provided for a specific product or item.
Templates
Contract templates are created through the Settings area, usually by the system administrator. You can create different templates for different types of customer service support and define the elements of the contract. For example, you can create one contract template for software support and another one for hardware support. Templates ensure consistency in service. The templates specify the fields that appear on the contract form, provide a name and ID to indicate the type of contract being created, specify the times of the day and week that coverage is provided, and specify the allotment type.
16-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Contracts
Contracts are the actual agreements. They specify a service level, the price being charged the customer, and the dates that coverage spans. The service level is the type of service. The default levels are gold, silver, or bronze. The organization determines what each service level offers. Some common differentiations between levels include response time and access to specialists. The contract form does not include details about the service provided. It contains summary information for the contract. The details are spelled out in the contract lines.
Contract Lines
Contract lines are the individual entitlements that make up a contract. A contract line might detail the service provided for a specific product or location. The contract line includes the specific amount (for the specified allotment type) of service provided under this entitlement. Thus, you might enter a contract line for the [product] product that allows the customer up to three service cases. The contract line also includes the dates that service is provided for this element and the price for the service element. Since the contract line contains the pricing, a contract must have at least one contract line before you can invoice for the contract.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-3
16-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
A contract line may have one of these statuses: New Existing Expired Canceled Renewed
Scenario
[Contact] from [Account] purchased a [Product Service] from [User's Organization]. The sales representative is creating the contract for this new customer. The sales representative creates a new contract based on the [template]. This customer has requested the Gold level of service, which guarantees issue resolution within 48 hours. The sales representative selects Gold as the Service Level for the contract. The warranty covers three incidences on [product1] and four on [product 2]. The sales representative creates a contract line for each of these products, specifying the allowed number of cases, and enters the price for the coverage on each of these products. The sales representative invoices the customer for the contract. The contract is set to begin the next day. Because it has been invoiced, it becomes active on that day. A few weeks later, [Contact] notices that the [product1] is not performing as expected. She calls [User's Organization] customer support center to report the problem. The service representative taking the call looks up the customer's contract and sees that she has Gold level service. He then examines the contract lines and opens a case against the [product1] contract line. The time the service representative spends on the case is deducted from the allotment of time allowed in the contract line.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-5
Note: When you When you create a new template, the Billing Frequency and the Contract Service Level automatically refer to the contract entity for their default values. You cannot change these values in the template.
16-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5. Click Save and Close. NOTE: When a contract template is created, the template is Read Only and cannot be changed.
Scenario
[User's Organization] has recently started to use Microsoft Dynamics CRM. The service manager is required to create contract templates in the system. The contract templates define the service contracts the organization provides to its customers. This template is for a warranty based on coverage dates, and will provide for one year of coverage. Customers with contracts based on this template receive support 24 hours a day, seven days a week. Goal Description The goal of this demonstration is to create a contract template.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-7
16-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7. Click the Details tab. 8. Under Service Level, select the service level for this contract. You can also change the Owner of the contract if you wish. 9. Click the Notes tab, and then click Click here to enter a new note. Enter any detailed comments about the contract in the text box. 10. Click Save and Close. BEST PRACTICE: It is a good idea for organizations to establish a consistent naming convention for contracts and contract lines. This allows you to better manage contracts and contract lines with cases. It helps ensure that the service user knows which line to credit the case against so the allotments for that contract line stay current.
NOTE: The contract Customer and the Bill To Customer do not need to be the same. With service agreements, it is possible that a distributor, dealer, or other company owns the contracts, but the customer receives the support. This requires tracking of both the contract Customer and the Bill To Customer.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-9
5. Click the Details tab. 6. Under Service Level, select the service level for this contract. You can also change the Owner of the contract if you wish. 7. Click the Notes tab, and then click Click here to enter a new note. Enter any detailed comments about the contract in the text box. 8. Click Save and Close.
Contract Lines
Adding contract lines to a contract is the second step in creating the contract. The contract lines provide the details of the contract. You can define several contract lines for each contract (for example, one for parts and another for maintenance), but you must have at least one contract line to invoice and activate the contract. The contract lines, also known as service contract lines, describe the specific support the contract covers, including: The specific coverage dates: The dates must fall within the boundaries of the contract's start and end dates. The product covered: A product is not required. If you use a product, you can only specify one product per contract line.
16-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
The service representative has had a telephone conversation with a customer from [account1]. The customer is interested in a one-year contract for long term service. The service representative recalls creating a similar contract for [account2] and has decided to copy that contract and enter the new information for [account1].
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-11
Steps
1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the contract [(Account) (contract name) (contract ID)]. 3. On the form's toolbar, click Actions, and then click Copy Contract. 4. In the Copy Contract dialog box, click the Include canceled contract lines box to remove the check mark, and then click OK. 5. In the Contract form, change the details as follows: Contract Name Customer Contract Start Date Contract End Date Bill to Customer Billing Start Date Billing End Date 6. 7. 8. 9. Title Contract Start Date Contract End Date Total Cases/Minutes Total Price Enter [Contract Name] Enter [Account] Enter today's date Enter the date one year from today [User's Organization] Today's date One year from today's date
Click Save. In the forms navigation pane, click Contract Lines. On the Actions toolbar, click New Contract Line In the Contract Line form, enter the following: [Title of Service] Leave the current date Leave the date one year from today 1000 500
10. Click Save and Close. 11. On the Contract form's toolbar, click Actions, and then click Invoice Contract. 12. Click Close to close the Contract form. In the Contracts list you will see that the status for the contract you created is Active.
16-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-13
NOTE: Once a contract has been canceled, you are no longer able to delete it.
Renewing Contracts
When the end date of a contract passes, the contract expires. You can renew the contract to make it active again and allow cases to be logged against it. When you renew a contract, a draft copy of the contract is created with the same ID number as the original, expired contract. You can make modifications to the draft contract, including adding or modifying contract lines. You also have the option to include contract lines that were canceled from the original contract. You can then invoice and activate the renewed contract so that new cases can be logged against it.
16-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-15
Scenario
[Account] had a [term duration]-month trial contract for the [product] parts they sell and the contract has expired. A representative from [Account] calls and requests to renew the contract for another [term duration] months. Goal Description The goal of this demonstration is to renew the contract.
Steps
Perform the following steps to renew the status of a contract in Microsoft Dynamics CRM: 1. 2. 3. 4. 5. 6. In the Navigation Pane, click Service, and then click Contracts. Under View, select Expired Contracts. In the list of contracts, open the expired [original contract] contract. On the form's toolbar, click Actions, and then click Renew Contract. In the Renew Contract dialog box, verify that the Include canceled contract lines box is checked, and then click OK. In the Title field, replace the original contract name with [renewed contract] to differentiate it from the previous contract, and then click Save. In the form's toolbar, click Actions, and then click Invoice Contract. Click Save and Close to close the renewed contract record. Click Close to close the original contract record. Under View, click My Contracts. The renewed contract will display in the list with a status of Active.
7. 8. 9. 10.
16-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
This lesson covered how to use contracts in Microsoft Dynamics CRM to and agreements for new and existing customers and specify the type of service and terms that customers should receive. It explained the basic elements of contracts, including creating templates from which contracts are created. It covered how to add contract lines to a contract to specify the details of the services provided. The lesson discussed the different status levels a contract can have and how to work with contracts at various status levels, including renewing contracts. Finally, we discussed how contracts and cases are related in Microsoft Dynamics CRM.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-17
Allotment Types
2. Which is not an allotment types available for contracts and contract templates? ( ) Time ( ) Number of service providers ( ) Number of cases ( ) Coverage dates to cases or incidents
Products
3. How many products can be related to a contract? ( ) One per contract ( ) One per contract line ( ) None ( ) Many per contract line
Contract Status
4. What is not a status a contract can have during its life cycle? ( ) Draft ( ) Active ( ) Terminated ( ) Expired
16-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
On Hold Contracts
6. You created a contract for a customer and the contract status is On Hold. The customer calls back to inform you of an additional product they want to add to the contract. Which actions should you take to add this additional product to the contract? ( ) Activate the first Contract and add a second Contract ( ) Release the contract from Hold and add a new Contract Line ( ) Delete the Contract and add a new Contract ( ) Copy the Contract.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-19
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, click Service, and then click Contracts. 2. On the Actions toolbar, click New. 3. In the Contract Template dialog box, select the [template name] template and click OK. 4. Enter the following information in the Contract form: Contract name: Enter [contract name]. Customer: Enter [Account], click the Lookup icon, and click OK. Contract Start Date: Enter today's date. Contract End Date: Enter the date six months from now.
16-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
4. Click Save and Close to close the Contract Line form. 5. On the Contract form's toolbar, click Actions, and then click Invoice Contract. 6. Click Close to close the Contract form. In the Contracts list notice that the status for the contract you created is Active.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-21
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. 2. 3. 4. In the Navigation Pane, click Service, and then click Contracts. In the list, select and open the [contract name] contract. On the form's toolbar, click Actions, and then click Hold Contract. Click Close to close the Contract form. The contract status is now On Hold.
Follow these steps to reinstate the contract: 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list, select and open the [contract name] contract.
16-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-23
2.
3.
16-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Contracts
1. What do contracts not provide? () Designated representatives who provide the service ( ) Effective tracking for customer service agreements ( ) Quick access for customer service representatives to service agreement details ( ) Attachments to Customer Service Cases, which allows the case to be automatically deducted from the Contract
Allotment Types
2. Which is not an allotment types available for contracts and contract templates? ( ) Time () Number of service providers ( ) Number of cases ( ) Coverage dates to cases or incidents
Products
3. How many products can be related to a contract? ( ) One per contract () One per contract line ( ) None ( ) Many per contract line
Contract Status
4. What is not a status a contract can have during its life cycle? ( ) Draft ( ) Active () Terminated ( ) Expired
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
16-25
On Hold Contracts
6. You created a contract for a customer and the contract status is On Hold. The customer calls back to inform you of an additional product they want to add to the contract. Which actions should you take to add this additional product to the contract? ( ) Activate the first Contract and add a second Contract () Release the contract from Hold and add a new Contract Line ( ) Delete the Contract and add a new Contract ( ) Copy the Contract.
16-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson introduces how Microsoft Dynamics CRM helps improve customer service by using cases to track and resolve customer related issues. The lesson explores concepts of case management, the steps in the case resolution process, and the ways to view and manage cases in Microsoft Dynamics CRM. The chapter covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-1
Scenario
A customer bought a [product name] from [company name] six months ago. Every [product name] includes a 12 month warranty which includes a standard service contract (resolution guaranteed within 48 hours). The customer notices a problem and calls [company name] to see if there is a quick solution. A service representative creates a case for the customer, searches the Knowledge Base (KB) and finds an article that might help solve the problem and sends it to the customer. However, the KB article does not resolve the customer's problem. The service representative finds the case in the active case list and adds a note to an e-mail that says that the KB solution was tried, but it did not solve the problem. The service representative assigns the case to a senior service representative. A senior service representative looks in the assigned queue and accepts the case. The senior service representative may know the origin of the problem because of past experience with similar problems. The senior service representative calls the customer and walks through the five resolution steps, recording progress in the case notes. When the problem is solved, the senior service representative closes the case.
17-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
When working on tasks, such as setting up appointments, service staff can perform the following for activities and communications: Create View Track
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-3
Product
Subject
17-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Case Relationships with Other Record Types Activity Activities might be added to a case to track case-related work. The sum of time spent on closed activities is the case's Total Time at resolution. Activities must be closed before a case is resolved. Although the Notes area has been introduced in every area Microsoft Dynamics CRM, using notes to record information in cases is especially helpful. Start typing in the Notes area and the text is automatically saved with the newest notes on the top. You can start adding notes even before you have saved the case.
Like other records in Microsoft Dynamics CRM, cases can be shared with other users to make sure that everyone knows about what questions or problems a customer has.
If there is an existing Contract for the related customer, the Contract and Contract Line can be associated with the case from the General tab of the Case form. As soon as a Contract is assigned to the case, a Contract Line from the Contract can be related to the case. The appropriate allotment amount is then deducted from the customer's service agreement. BEST PRACTICE: When associating a Contract to a case, a good method is to find the appropriate Contract for the customer, and from the Contract Line form, add the related case. The related customer, Contract, and Contract Line populates in the new Case form.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-5
BEST PRACTICE: Contracts can be related to either Accounts or Contacts. If there are multiple contacts within an Organization, relate the Contract to the Account. By establishing the relationship with the Account, a Case related to the Contract can be created for any Contact for the Account. Contracts that are assigned to an individual contact cannot be used for a case that is assigned to another contact from the same Account.
Viewing Cases
Microsoft Dynamics CRM provides two ways to access and manage cases: From Queues under Workplace and from Cases under Service.
Workplace
In Microsoft Dynamics CRM Workplace, Queues offers a view of the cases assigned to you and to the groups you are a member of. Typically a CSR manages cases that are assigned to them or accept cases from this area. These cases are divided into two groups: My Work and Queues. My Work The cases under My Work are categorized into two groups: assigned and in progress. Assigned cases are active cases (and activities) that have been assigned to you, but you have not yet accepted. In Progress cases (and activities) are those that you have accepted and are currently working on. Queues The cases (and activities) under Queues are assigned to the queue(s) of which you are a member.
Cases
The Microsoft Dynamics CRM Cases pane displays a list of all the cases in the database. You can view cases using one of the views provided: My Active Cases - Displays all the active and unresolved cases owned by the currently logged in user. All Cases - Displays all cases, active, canceled, or resolved, owned by the current user or those shared with them by other users. Active Cases - Displays all active cases owned by the current user or those shared with them by other users. My Resolved Cases - Displays all resolved cases owned by the current user. Resolved Cases - Displays all resolved cases owned by the current user or those shared with them by other users.
17-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Each case is given a unique number for tracking. The system-assigned case number appears in the title bar. BEST PRACTICE: Because the Subject field is a business required field in the case record, organizations should thoroughly plan the structure of the subject catalog. Subjects are also used in the product catalog for organizing products and knowledge base articles. Therefore, standard naming conventions and categories should be used when you create subjects.
Creating Cases
Microsoft Dynamics CRM uses cases to document problems or issues defined by customers and all the communication activities that go into finding satisfactory resolutions. Typically when a case is created it includes a service issue or problem reported by a customer and other information related to the case. Eventually, it also includes the activities that customer service representatives used to resolve the issue.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-7
4. Fill out as much information as possible when creating a case. The information filled out assists in reporting and management of the case: In the Overview area, enter all the information you have about this case. This information can be used in reports. In the Assignment Information area, enter information about how you want the case managed, including time frame and priority. In the Contract and Product Information area, enter information about the entitlements. Linking the contract and contract line to the case allows you to track allotment usage and verify that the customer is receiving the appropriate level of service. 5. On the Notes and Article tab, enter additional information about the case. Notes Click and type to enter a longer description of the issue, or any additional information that you want to record about this case.
17-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6. Click Save and Close. NOTE: The first time you save a case, Microsoft Dynamics CRM assigns it a unique case number.
Scenario
A [specific product name] was scratched during shipment to [company name]. They want a replacement [product name] shipped to them. Goal Description The customer service representative creates a case and relates it to the [company name] account.
Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name]. User ID Password [CSR's name] [password]
2. In the Navigation Pane, select Service, and then select Cases. 3. On the Actions toolbar, click New. 4. In the new case form, add the details for the new case: Title Customer Subject [customer issue] [company name] [subject name] (Select [subject 1], sub-subject 2], [sub-sub subject 3] and click OK)
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-9
[customer issue] [type of issue] Dissatisfied [the CSR the case is assigned to] In Progress High
5. Click the Notes and Article tab and under Notes, click and type the text of the note: customer would like a replacement [product] shipped to them. 6. Click Save.
When an activity is converted into a case, the activity's Regarding field is the title of the newly created case.
17-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: The Customer field is required; however, it is also useful to select a subject as well. The more information you capture in a case, the more likely it is that the CSR can provide the best solution possible.
Route Case to assign the case automatically according to established workflow rules. - OR Assign to another user or queue. 5. Click OK. 6. To save the assignment, click OK. NOTE: When a case is assigned to a user, ownership of the record changes immediately, even though the user has not accepted the case.
NOTE: Cases can be assigned to a user manually, or the assignment can be automated using a workflow business rule. A Workflow rule can be created to assign a case to a user based on criteria specified in the rule and to send an email message to the user alerting the user that a case has been put in the Assigned queue.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-11
Accepting cases
When a case is accepted by a user, it is assumed that the user is accepting responsibility to work with the customer on the case in order to find a satisfactory resolution to the problem. To accept a case that has been assigned to a user, the Accept command must be selected from the Action Bar in the List View. The case goes through the following process: When a case is accepted by a user, the case is moved from the Assigned queue to the In Progress queue. From there, the user can: Resolve the case Assign it to another Service Representative Assign it to a Queue
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Editing Cases
CSRs may need to update cases with new information that relates to the case. To edit a case, the case status has to be in an active state. If the case has been closed, you can add notes to the Notes area or edit the information by reactivating it. The previous resolution of the case will be kept in the history for the case. Editing a case ensures that all updated information to a case will be present for the case owner. This is useful if the case is reopened or reassigned to a new owner.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-13
BEST PRACTICE: Although you do not need activities created for a case, creating activities related to cases is the only way to document the time spent on the case without resolving a case. It is also a good way to monitor incident reporting.
17-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Resolving Cases
Once a case is assigned to a user, the user must perform certain activities related to the case. As soon as the activities are completed, the case can be resolved. Resolving a case in Microsoft Dynamics CRM includes the following actions: The user resolves the case, by selecting Resolve Case from the Actions Menu on the toolbar. When the information in the Resolve Case dialog box is completed, an activity is created for the case, but the status is resolved. This is used to track the resolution. Microsoft Dynamics CRM sets the case as resolved, and the record becomes read-only. The Case Status changes to Resolved. The Case is moved from the user's In Progress queue and is no longer available in the Active Cases View.
The information recorded in the Resolve Case dialog box is saved with the Resolution activity for the case. The fields include the following: Resolution Type - The only option in the drop-down list is Problem Solved but the values can be customized. It is a required field. Resolution - A text field used to enter a brief resolution description. It is a required field. Total Time - The total time is calculated based on the total time of the closed activities related to the case. It is a read-only field and cannot be modified. Billable Time - The billable time correlates to the total time field. If the case is related to a service contract, the billable time is reduced from the allotted amount in the contract line for the case. The billable time field can be modified, and the time that might otherwise be deducted from the contract line can be overwritten. Description - A more detailed description of the case resolution can be entered in the field.
NOTE: A case cannot be resolved until all activities associated with the case have been closed. If there are open activities related to the case when a user tried to resolve a case, a message appears stating the case cannot be closed because there are open activities related to it.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-15
17-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
The [customer company name] store is following up on the status of a case. The customer mentions that they are experiencing problems with [problem description] with [product name] they recently ordered. The customer service representative recently resolved a similar case by searching the [company name] knowledge base, and plans on resolving this case the same way. Goal Description Resolve the case using information from the knowledge base.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-17
Click the Notes and Article tab. In the Form Assistant select Article. Select the Article titled: [KB article title]. On the Actions menu, click Resolve Case. In the Resolve Case dialog box, select the Resolution Type Problem Solved. 10. Add the details to reflect the following resolution information: Resolution Type Resolution Billable Time Description Problem Resolved Knowledge Base Article 5 minutes [Customer satisfied with resolution]
Sharing Cases
Service teams frequently use queues to denote the group of individuals who share cases. In Microsoft Dynamics CRM, queues share cases as a group until cases are taken out of the queue. Note the following factors when sharing cases: Sharing with other Microsoft Dynamics CRM users - There may still be a need to share cases with other Microsoft Dynamics CRM users who are not a part of the service queue, such as Salespeople. Location for sharing cases - Sharing cases is not permitted from the Workplace Area, but cases can be shared from the Cases list in the Service module using the Action toolbar. Sharing individual cases - Individual cases can also be shared within the record form by selecting the Sharing command in the Actions menu..
17-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: Sharing cases is similar to sharing any other record type Microsoft Dynamics CRM.
7. 8. 9. 10.
11.
EXAMPLE: The customer service representative receives a telephone call from a customer who wants to know how to receive a copy of the current product catalog. The customer service representative may want to share the case with the owner of this account, so they can read the information related to the case. The customer service representative might also create an activity for the owner of the account to follow up with the customer regarding the product catalog.
Scenario
The customer service representative receives a call from [customer name] at [company name]; [customer name] wants to know how to renew a service contract for the next year.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-19
Steps
1. Log on to Microsoft Dynamics CRM for Outlook as [user name]. 2. In the Navigation Pane, click Service, and then click Cases. 3. Change the View to Active Cases and select [letter] in the alphabet bar. In the cases list, open the following case: Title [title name] [customer issue] [case number]
4. On the Actions menu, click Sharing. 5. Under Common Tasks click Add User/Team. 6. Locate and select [account owner name] as she is the user with whom you want to share the record. 7. Select the following types of share access you want to grant: Read, Write, Append, Assign, or Share. 8. Click OK.
Reactivating Cases
Any resolved or canceled cases can be reactivated. When a resolved case is reactivated, the status of the most recent closed resolution activity is changed to Canceled. When a case is reactivated and then resolved again, the Total Time for the case calculates differently depending on whether or not the case has a contract related to it.
17-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
A customer service representative recently resolved and closed a case for [customer name] of [account name]. Two weeks after resolving the case, [customer name] called back stating that the problem regarding [specific part of product] had reoccurred. Goal Description The service representative reactivates the case, and creates a new telephone call activity.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-21
2. In the Navigation Pane, click Service and then click Accounts. Change the View to Active Accounts. Open the record for [account name]. 3. In the form's navigation pane click cases. Select Resolved from the filter. Open the Case for [case name]. 4. On the Actions menu, click Reactivate. 5. Click OK to confirm the action. 6. On the Actions menu select Add Activity, then Phone Call . 7. Enter the details of the phone call and click Save as Completed. 8. Click Save and Close.
A canceled case can be reactivated at any time. NOTE: If a case is canceled, and then reactivated and resolved, the total time reflects the total of every closed activity related to the case. This includes the closed activities from when the case was canceled.
Deleting Cases
Deleting a case is a permanent action. When a case is deleted, it also deletes the following: Activities Notes Attachments to the case
As with other record types, we do not recommend that you delete any cases. You should cancel the case instead.
17-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: Deleting a case enables someone to delete a record of a customer's reported problem. As with other record types, the delete privilege should be limited to a system administrator or manager role.
Summary
Case management is the center of the customer service module in Microsoft Dynamics CRM. It enables you to capture all the information about a customer's issue and the steps taken to resolve that issue. You can create cases directly or convert them from activities which initiate report of a customer issue. You can create activities, such as an e-mail, a phone call, or a task, that need be done to resolve the case and keep track of the time spent on each issue. The knowledge base enables an organization to keep track of customer issues and solutions. Knowledge base articles can be attached to a case and e-mailed from a case to a customer. Cases can be shared within the customer service organization and with other groups such as Sales.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-23
Case Products
2. How many products can be related to a case? ( ) As many as you want ( ) None ( ) One with serial number, one without ( ) One
User Actions
4. What actions cannot be performed by a user when a case is assigned to them? ( ) Assign to another User ( ) Reject a case ( ) Accept a case ( ) Resolve a case
Resolve a Case
5. What must occur when a case is resolved? ( ) An email must be sent to the customer ( ) The resolution field must be filled out ( ) A follow up must be created ( ) The case is moved to a queue for review
17-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Case Records
8. Which records cannot be related to a case? ( ) Account ( ) Contact ( ) Lead ( ) Contract
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-25
Challenge Yourself!
In this lab you will match descriptions to the appropriate step in the case resolution process.
Step by Step
Case Resolution Process Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Description
Step A B C D E F
Description The case is resolved and closed. The Service Representative reactivates the case and continues to work on the case until it is resolved. The case is assigned to a Service Representative or queue. The customer may report the case as unresolved and the case is reopened. The Service representative can create activities, communications, determine diagnosis, and research existing fixes related to the case. A case is opened.
17-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
Using the information above, create a case, resolve it, and relate it to the [company] account.
Step by Step
1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name]. User ID Password Ben Pa$$w0rd
2. In the Navigation Pane, select Service, and then select Cases. 3. On the Actions toolbar, click New. 4. In the new case form, add the details for the new case: Title Customer Subject Case Type [customer issue] [Account name] [subject name] [type of issue]
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-27
[customer issue] Dissatisfied [the CSR the case is assigned to] In Progress High
5. Click the Notes and Article tab and under Notes, click and type the text of the note: customer would like a replacement [product] shipped to them. 6. Click Save. Create an Email Activity: 1. Under Details, click Activities and then click New Activity on the Actions toolbar. 2. Select an E-mail activity type and then click OK. 3. Compose the e-mail 4. On the E-mail click Send.
17-28
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-29
Solutions
Test Your Knowledge
Case Life Cycle
1. Which of the following is not part of the life cycle stages of a case? ( ) Open ( ) On Hold () Expired ( ) Canceled
Case Products
2. How many products can be related to a case? ( ) As many as you want ( ) None ( ) One with serial number, one without () One
User Actions
4. What actions cannot be performed by a user when a case is assigned to them? ( ) Assign to another User () Reject a case ( ) Accept a case ( ) Resolve a case
Resolve a Case
5. What must occur when a case is resolved? ( ) An email must be sent to the customer () The resolution field must be filled out ( ) A follow up must be created
17-30
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
17-31
Case Records
8. Which records cannot be related to a case? ( ) Account ( ) Contact () Lead ( ) Contract
17-32
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson explores the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. The lesson starts by exploring key concepts governing the Knowledge Base and the lifecycle for Knowledge Base articles. It then covers the process for creating, editing, and deleting article templates, articles and article comments as well as other activities related to knowledge base management, such as publishing and unpublishing Knowledge Base articles.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-1
The Knowledge Base should include anything that would provide customer service representatives (CSRs) with the information they need to answer questions about products or services (A type of work performed for a customer by one or more resources. Services are schedulable activities). CSRs can link an article to a case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.) to track what information was given to the customer. Microsoft Dynamics CRM provides the tools and templates to create, edit, and publish browser-based content about your organization's products and services. The Knowledge Base in Microsoft Dynamics CRM provides the following benefits: All information is stored in one location. The information is consistently formatted. The information is consistently available. The information is visible to everyone in the organization with the appropriate permissions. The Knowledge Base can be searched based on article number, title, full text, keywords, or subject.
Most businesses with a service department need a central area to store information to help solve customer issues or questions. The Knowledge Base tool provides internal users with information about the organization's products and services that they use to answer frequently asked customer questions. This information is in the form of articles and is organized by subjects.
18-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
BEST PRACTICE: Considerations should be taken when deciding who has privileges to create, approve, reject, and publish Knowledge Base articles. The articles are a major resource for users to find information related to products, problems and resolutions, and company information. Additionally, article entry should be planned in advanced before entering data in the form to maintain consistency and accuracy.
The Knowledge Base is similar to the other record types in Microsoft Dynamics CRM, but there are also some differences in how the Knowledge Base works and is managed. Knowledge Base articles are created by using templates. A template provides an article structure (sections) that determines how content is displayed. You can create and store an unlimited number of templates and articles. BEST PRACTICE: Organizations should take the time to design good Knowledge Base templates and limit the number of templates created to avoid confusion over which template to use when creating articles. Access to the Knowledge Base articles is governed by user privileges. Articles cannot be assigned or shared; users either have access to them or do not. Knowledge Base articles are visible to all users who have the appropriate security privileges. The contents of a Knowledge Base article can be emailed to any of the following: accounts, contacts, leads, queues, or users. Knowledge Base articles can also be attached to a case. The articles are searchable. They are organized by subject to enable easy searching.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-3
18-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
5. To format the text, click the arrow next to Modify and select the article title, headings, or body text for the sections. Use the options on the Modify toolbar to format the text, font, font size, and color. 6. Click Save and Close. NOTE: As soon as an article template is saved, it becomes active and is available for users to create articles.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-5
Scenario
The Service Manager with [user business] wants to create Knowledge Base templates in Microsoft Dynamics CRM for Frequently Asked Questions. The Service Manager will create templates since they provide a consistent structure and presentation for Knowledge Base articles. Goal Description The Service Manager will create an article template in Microsoft Dynamics CRM.
Steps
1. In the Navigation Pane, click Settings, then click Templates, and then click Article Templates. 2. On the Actions toolbar, click New. 3. In the Article Template Properties dialog box, enter the information from the provided table and click OK. Title [Title] Description [Description] Language English 4. In the Common Tasks area, click Add a Section.
18-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-7
BEST PRACTICE: To increase the likelihood that the words users search with return the correct articles, include alternate spellings and terminology in the keywords, such as bike, bicycle, and trike. 7. To write the content for the article, click in a section of the form and begin typing. Use the editing tools on the Formatting toolbar to format the work. 8. Click Save and Close. NOTE: Web site addresses can be referenced in Knowledge Base articles. Referencing URLs can be useful if additional information is included on a web site.
NOTE: Although cases cannot be linked to the Knowledge Base, they can be used as a different type of Knowledge Base. The Description field in the Case form can be used in the Advanced Find tool to research Resolved Cases and how similar cases were resolved. For more information about cases refer to Lesson 17, Case Management.
Submitting an Article
Once the article is saved, it can be submitted for publishing. Any user who has appropriate privileges can submit a draft article for publishing. Once it is submitted, it moves to the Unapproved folder in the Knowledge Base Manager. From the Unapproved folder, a Knowledge Base editor can review, edit, reject, or approve the article. If an article is rejected, the Reject Article dialog displays so the editor can make comment as to why the article was rejected.
18-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Steps
1. In the Navigation Pane, click Service, and then click Knowledge Base. 2. On the Actions toolbar, click New. 3. In the Select a Template dialog box, under Language, select the language the template will use. Under Internal Templates, select the Question & Answer template. Click OK. 4. Under Title, enter [title for article]. 5. Under Subject, enter the subject of this article. Click the Lookup icon to search for a subject. 6. Under Keywords, type the keywords that are relevant to this article separated by commas: [keyword1, keyword2, keyword3, keyword4]. 7. In the body of the article, enter: Question: [question for this article] Answer: [answer for this article] 8. Click Save and Close. NOTE: Microsoft Dynamics CRM automatically moves the article into the Draft folder in the Knowledge Base. 9. In the article list, select the article and then click Submit.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-9
18-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-11
18-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Summary
Knowledge Base articles are a key resource for customer service representatives and provide the information that they need to answer your customer's commonly asked questions. Knowledge Base articles are created through a standard process that ensures quality control checks. They are stored in the Knowledge Base database, which enables internal users to browse the information by subject, or search by article number, keyword, title, and full text. Knowledge Base article templates provide a system for structuring the information entered into the Knowledge Base. Microsoft Dynamics CRM provides a process for drafting, submitting, reviewing, and publishing Knowledge Base articles. Users with manager-level security privileges can approve, reject, edit, add comments to, and unpublish articles that are submitted for review.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-13
Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft ( ) On Hold ( ) Published ( ) Unapproved
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search ( ) Abbreviated Text ( ) Title Search ( ) Article Number
18-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Reject an Article
6. When a article is rejected from being published the article is sent to which folder? ( ) Draft ( ) Unapproved ( ) Published ( ) Approved
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-15
Challenge Yourself!
Using the information in the Scenario create and publish the new Knowledge Base Article. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Step by Step
1. Use the information provided in this table to create a Knowledge Base article using the Solution to a Problem template. Title [product name Defect] Subject [subject] Keywords [keywords1, keyword2, keyword3, keyword4] Problem [product name] is defective
18-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2. Click Save and Close. 3. Select the created article in the Draft folder and click Submit. In the Confirm Submittal dialog box, click OK. 4. Select the article from the Unapproved folder and click Approve. In the Approve Confirmation dialog box, click OK. 5. Select the Published folder and note that your article appears. (If you need help, refer to the procedure Approve, publish, or reject an article).
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-17
Challenge Yourself!
Using the information in the Scenario approve and reject the Knowledge Base articles. NOTE: Because this task cannot be performed in the Microsoft Dynamics CRM Client for Outlook, log into the Microsoft Dynamics CRM Web Application.
Step by Step
1. Log onto the Microsoft Dynamics CRM Web Application as Ben Burton. The Username is Ben and the password is Pa$$w0rd. 2. Create two articles, using the procedure in the previous lab. Give one the title [article 1], and one the title [article 2]. Submit both the articles. 3. Log off, and then log on as Stefan Delmarco, the CSR Manager. The username is Stefan and the password is Pa$$w0rd. 4. Navigate to the Unapproved folder in the Knowledge Base. 5. Review the Knowledge Base article titled: [article 1] in the Unapproved folder. Click Approve for publishing.
18-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-19
2.
3.
18-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Edit an Article
1. Before you can edit a published Knowledge Base article, which step must be done? ( ) Approve the article ( ) Reject the article () Unpublish the article ( ) Submit the article
Live Cycle
2. Which of the following is not a stage in the life cycle of a Knowledge Base article? ( ) Draft () On Hold ( ) Published ( ) Unapproved
Search
4. What method is not a valid way to search for a Knowledge Base article? ( ) Full Text Search () Abbreviated Text ( ) Title Search ( ) Article Number
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
18-21
Reject an Article
6. When a article is rejected from being published the article is sent to which folder? () Draft ( ) Unapproved ( ) Published ( ) Approved
18-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson explains how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues. It discusses the process of deleting queues and explains how to view the list of cases and activities in queues and how to accept and assign items from queues.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-1
Overview of Queues
Microsoft Dynamics CRM includes queuing and routing tools designed to improve how incoming requests for customer service are handled. Microsoft Dynamics CRM queues are folders that contain a list of cases or activities logged into the system. The system includes two standard personal work queues: Assigned: This folder contains active cases and activities that have been assigned to the user, but that have not yet been accepted. This can include e-mail messages received. In Progress: This folder contains cases and activities that have been accepted and are currently being worked on.
Your organization can create other queues to manage work items. You can create queues based, for instance, on existing team assignments or subject matter expertise, and modify and merge queues as organizational, product, and customer needs change. Decide on the appropriate structure for queues and create the routing rules to move cases or activities into the appropriate queues. The goal of creating multiple queues is to keep each case type separate to ensure the proper representative or team is following up with the customer in a timely manner. Using queues allows a team to monitor what has and has not been followed up. Cases and activities reside in the queue and are shared until a service representative accepts the item, taking responsibility for handling it. Public queues also enable a user to monitor the queue and dispatch or assign items to other users. Accepting or assigning an item takes it out of the queue so no one else is working on the same case or activity at the same time. When a Customer Service Representative (CSR) accepts an item from a queue, it moves to his or her In Progress queue, where it can be resolved, taken to the next level of support, or assigned to another user for resolution and/or escalation. Queues can only be viewed from the Workplace area. Users can view the queues for their business unit, but the user's security privileges determine access to the cases or activities in the queue. A user who has the appropriate permissions can create and delete queues through the Settings area. Although queues were primarily designed for service management, such as handle customer issues, they can be used to handle activities from other stages of the customer lifecycle. For example, an organization might create queues to handle parts of the process for developing Statements of Work, such as technical research, drafting the proposal, etc. A sales person working on an opportunity might create an activity for calling the customer to discuss technical requirements and assign it to the Technical Research queue, for a specialist to perform.
19-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Queues can also be assigned to e-mail addresses. In that case, all incoming emails to that address go directly to the queue as activity records, where they can be picked up like other activities. Note that if a customer chooses to e-mail or call on an existing case, Microsoft Dynamics CRM bypasses any routing rules and sends the activity directly to the CSR who owns the case. If the CSR is not available, the system asks the customer if he or she wants to create a new case and enter the queue.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-3
It is important to use logical, consistent naming conventions when creating public queues. During the initial implementation, create naming conventions that are consistent with the organization's policies and processes. NOTE: If a queue does not have an e-mail address assigned to it in the E-mail field. Then the queue will not receive any e-mail activity in Microsoft Dynamics CRM. If you enter a user's e-mail address, e-mail sent to the queue goes to that e-mail address. A queue can also share an e-mail address that has a record such as an account or contact.
19-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-5
For example, you might route all new cases for a specific product, or that have a specific priority, or even a specific service level. You might route task activities that are for opportunities that are in the Statement of Work (SOW) phase and pertain to a particular product, and assign them to the queue that specializes in SOWs for that product. Common triggers for routing workflows include: The case or activity record is created. The case or activity record's attributes change. The case or activity record's status changes. The user initiates the routing workflow manually.
Workflow routing rules often check conditions for the case/activity or its related records, including such things as: Subject Priority Service level Status Logical account Account classification
To route the item, you assign it. You can assign cases or activities to users or queues. The queue might represent an individual or a team. BEST PRACTICE: Before creating workflow processes for case routing, you must have a good understanding of an organization's business policies and procedures to make sure that the workflow processes will perform the required tasks. It is also important during the initial implementation to test all workflow processes before bringing them into a live production environment to verify the required processes.
19-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Scenario
The Customer Service Manager has noticed an increase in calls related to [product problem] and decides to have a CSR dedicate time to these cases as she has specialized knowledge in this ea. The Manager creates a service queue named [queue name]. This queue will allow customer service representatives to route all [product problem] cases to this queue for the appropriate Customer Service representative to work on. Goal Description The goal of this demonstration is to create a queue.
Steps
1. In the Navigation Pane, click Settings and then click Business Management. 2. On the Business Management home page, click Queues. 3. On the Actions toolbar, click New. 4. Enter the information below: Queue Name E-mail Description Business Unit Owner [queue name] [email address] [description] [Business Unit] [Owner]
Deleting Queues
Queues can only be deleted by users with appropriate permissions to manage queues. They cannot be deleted when there are records in the queues. All records must be re-assigned to another queue or user before deleting the queue. BEST PRACTICE: If there are workflow processes that route cases or activities to the queue that is to be deleted, make sure that you update all routing rules before deleting the queue.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-7
19-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
6. Click OK. 7. Click Save and Close. NOTE: When assigning a case to queue, the ownership of the record does not change until a user has accepted it. Also, you cannot assign resolved cases.
Scenario
The Customer Service department at [user's organization] is currently experiencing increased call volume. The Customer Service Manager believes this increase is because of the increased number of cases regarding contract renewal. To better handle the volume of calls and use these calls as a selling opportunity, the manager has decided to assign all contract renewal items to the [sales rep queue] which is a queue for sales representatives. Goal Description The goal of this demonstration is to assign an item to a queue.
Steps
1. In the Navigation Pane, click Service, and then click Cases. 2. Under View, select All Cases. 3. In the list, if necessary click the Title column header to sort the cases by title.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-9
Summary
Every user has default queues Assigned and In Progress for handling their activities and cases. Service departments that organize support calls, for instance by product or expertise can create additional queues to handle specific types of calls, and workflow processes to automatically route items to queues. Users can view the items in queues to which they have access and can assign and accept items from queues.
19-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
View Queues
4. Where can queues be viewed from? ( ) Case Actions menu ( ) Accounts Actions menu ( ) Service area ( ) Workplace area
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-11
Cases
6. Where does a case go when it is assigned to a user? ( ) The user's In Process queue ( ) The user's Workplace queue ( ) The user's Assigned queue ( ) The user's Accepted queue
Progress Queue
7. What can the user do with items put in their In Progress queue? Select all that apply. (Select all that apply.) ( ) Assign the item back to a public queue ( ) It can be assigned to another user ( ) Complete the item ( ) Cancel the item
Reassigning Activities
8. What activities can be reassigned to another user? Select all that apply. (Select all that apply.) ( ) Fax ( ) Task ( ) Phone Call ( ) Appointment
19-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Make sure you are logged on as Stefan Delmarco. The user name is Stefan and the password is Pa$$w0rd.
Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Step by Step
1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management homepage, click Queues.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-13
5. Click Save and Close. 6. In the Navigation Pane, click Workplace, and then under My Work click Queues. 7. In the Queue Pane, select a queue. 8. In the list of records, select a record. 9. On the Actions toolbar, click Assign. 10. In the Confirm Assignment dialog box, select Assign to another user. Then, enter [sales rep queue]. 11. Click OK.
19-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-15
Solutions
Test Your Knowledge
Records Assigned to Queues
1. How are records assigned to queues? Select all that apply. (Select all that apply.) () Manually by a user () Manually by a manager () Automatically by workflow ( ) Manually by dragging them to the queue
View Queues
4. Where can queues be viewed from? ( ) Case Actions menu ( ) Accounts Actions menu ( ) Service area () Workplace area
19-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Cases
6. Where does a case go when it is assigned to a user? ( ) The user's In Process queue ( ) The user's Workplace queue () The user's Assigned queue ( ) The user's Accepted queue
Progress Queue
7. What can the user do with items put in their In Progress queue? Select all that apply. (Select all that apply.) () Assign the item back to a public queue () It can be assigned to another user () Complete the item ( ) Cancel the item
Reassigning Activities
8. What activities can be reassigned to another user? Select all that apply. (Select all that apply.) () Fax () Task () Phone Call () Appointment
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
19-17
19-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson discusses a basic service scheduling process, starting with defining a service. The Service Manager creates the service and ensures that the appropriate resources are added to the service. Once this process is complete the Service Representative can schedule a service activity. NOTE: The examples in this lesson are shown using the Web Client. All the tasks can be completed using the CRM Outlook Client application which is shown in subsequent lessons.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-1
This lesson is designed to help you understand the service scheduling feature. Presented are some best practices, suggestions, and examples to illustrate this feature of Microsoft Dynamics CRM. The examples are in the form of four service business scenarios. Compare your service business with the business descriptions of each scenario. You should find one that comes as close as possible to matching your own service business. The discussion for each scenario describes step-by-step, how to configure Microsoft Dynamics CRM for that service business.
Terminology
Service A service is a type of work provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule. Selection Rule In its simplest form, a selection rule is the list of users, facilities, or equipment required to perform a service. You can define resources by how busy they are, and whether the resources are from the same site or business location. For each service, create at least one selection rule by selecting one or more users, facilities, and equipment to perform it. Conditional sub rules can be used to further refine a resource selection. Microsoft Dynamics CRM displays the selected rules in a tree view. When searching for a service activity time, the selection rules consider the lowest-level sub rule first, and then the next level up, until the top-level rule is reached.
20-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-3
20-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Example businesses include: A car repair business Electronics repair Blood donation center
Complex Schedule
The Complex schedule service business scenario is a business where you need to schedule workers who have different skill sets, working with specialized equipment, and located at different sites. For this scenario business should meet the following characteristics: Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers are working in different shifts. Workers are located at different business sites. Each worker can do their job in multiple locations (but, of course, they can only be in one place at a time). For example, a worker can move from one office or work location to another.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-5
Example Businesses include: A dentist office complex with one or more dentists, dental assistants and technicians with various certifications, specific equipment requirements. Multiple service facilities in different locations where scheduling is centralized. Hospital Emergency Room facility.
Outbound Services
The outbound service business scenario scheduling is a business where you need to schedule workers who have different skill sets, work with assigned equipment, and work on location. For this scenario business should meet the following characteristics: Various workers may have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers may be working in small teams. Workers may be working in different shifts. Workers do their job on location at the customer site. Each key worker may be assigned their own equipment, such as a service van. Scheduling shared resources such as specialized equipment may be required. Travel time between jobs must be considered during scheduling. Job site proximity must be considered during scheduling. For example, you would not schedule a worker to travel across town from one job site to another if another worker is closer. (Unless some specialized work or equipment is involved).
Example Businesses include: Construction Maid Services Landscaping services Carpet installation
20-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-7
Demonstration
Scenario Adventure Works Cycle has recently implemented Microsoft Dynamics CRM, and must add users and resources to the work schedule in Microsoft Dynamics CRM, so that they can be scheduled for services. Adding users is part of the Microsoft Dynamics CRM Installation, and discussed in the Installation and Configuration Course. As soon as users and resources are added to the schedule, the service administrator must determine the type of work that is to be scheduled and sold to customers. The service must then be entered into Microsoft Dynamics CRM. Before saving the service the Service Scheduling Manager must define a selection rule to determine how resources are selected for service activities. The service scheduler can now begin to schedule services for Customers of Adventure Works Cycle. At the end of the day, the Service Scheduling Manager takes a few minutes to review a report of the volume of service activities. 1. Enter a new service in Microsoft Dynamics CRM. The Service is for Wheel Alignment. 2. Define the resource selection rules for the service. For this example, Mathew Pereira the Bike Technician is the only resource required to perform this service. 3. Schedule a service for the Brown Bicycle Company in Microsoft Dynamics CRM, for the next available time slot. 4. Open up the service activity volume report.
Creating a Service
You can schedule services with your customers as service activities. Follow these steps to create the service: 1. Log on to the Microsoft Dynamics CRM Web Application: User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Settings. 3. Under Settings, click Settings, and then in the Settings area click Services. 4. On the Actions toolbar, click New. 5. On the General tab, enter information in the following fields: Name: Wheel Alignment, Initial Status Reason: Requested, Default Duration: 2 hours, Start Activities Every: 30 minutes, Beginning At: 8:00 AM
20-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Schedule a Service
After your services and schedules are set up, you can schedule the services with resources and customers. Steps to schedule a service: 1. Log on to the Microsoft CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. 4. On the Schedule Service Activity form, enter the following information: Customer: Brown Bicycle Company, Service: Wheel Alignment, Resources: You can select Mathew Pereira's record from a filtered list in the Form Assistant pane, or you can click lookup to search for the record. 5. Click Find Available Times. The next available times are displayed.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-9
Summary
The intent of this lesson was to provide an overview of the functionality available in Microsoft Dynamics CRM to help organizations track the service scheduling process. The lesson demonstrated the following functions: Creating and defining services Adding resources to those services Scheduling services Running report to check for service activity levels
20-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself
Instructions In this lab, users match descriptions of the Scheduling Terminology. Time Type Time Block Calendar Resource Resource Group Appointment Schedule Capacity
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-11
A B C D E F G H
Used to describe a time span, and may also contain additional properties. Used to describe a schedulable entity that has its own calendar and restraints. Used to describe a set of rules that describe working hours or schedule. Used to describe a commitment representing a time interval bound to a set of resources. Used to describe the primary engine interface that is a core component of the Service Management module. Used to describe a collection of resources that supports partial scheduling for group members. Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment. Used to describe Free/busy/working hours and tentative times.
20-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
A B C D E F G H
Used to describe a time span, and may also contain additional properties. Used to describe a schedulable entity that has its own calendar and restraints. Used to describe a set of rules that describe working hours or schedule. Used to describe a commitment representing a time interval bound to a set of resources. Used to describe the primary engine interface that is a core component of the Service Management module. Used to describe a collection of resources that supports partial scheduling for group members. Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment. Used to describe Free/busy/working hours and tentative times.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
20-13
2.
3.
20-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson discusses the scheduling process and scheduling service activities in detail since they are key entry points in the scheduling process. The lesson begins with scheduling services, and then discusses the other activities related to scheduling.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-1
Scheduling Services
The Microsoft Dynamics CRM Service Scheduling feature uses the following concepts: Selection Rules: Groups resources into sets. These sets are then used to manage the scheduling and tracking of services. Resources: Includes people (workforce), equipment, facilities, and workforce teams. Resource Groups: Groups Individual resources such that when one resource is scheduled, all other resources belonging to the member group are also scheduled. For example: Users may group a driver and a particular vehicle. Then, when the driver is scheduled for a particular job, the vehicle is also scheduled.
Resources are users, facilities, or equipment that either perform the service or are required to perform a service. Individual resources have work schedules that define when they are available to work. Resource groups and teams are a pool of resources whose individuals can be scheduled in the same way. When the service is scheduled, anyone from the resource or group can be selected. Which resources are required to perform a service is defined in the service's selection rules. To schedule a service activity, users first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present users a list of available times. After users select the time users want, the service activity is added to the schedule.
Scenario
Before implementing Microsoft Dynamics CRM, Adventure Works Cycle's Service Scheduling team manually looked at a schedule to see who is available and when. With Microsoft Dynamics CRM, the Adventure Works Cycle Service Schedulers can select the Service and an approximate time; Microsoft Dynamics CRM determines which resources are available and when. A service activity is the actual appointment with the customer to complete a task. Microsoft Dynamics CRM Version 4.0 contains a scheduling engine that assists Adventure Works Cycle in scheduling service activities based on the information provided by the Service Scheduler.
21-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Users can use the service calendar that is available in the Service area to schedule services and appointments for the organization. In the calendar, users can do the following tasks and activities: View the organization's daily, weekly, and monthly schedule of appointments and service activities. View work schedules and service schedules for a variety of resources. Create new appointments and schedule service activities. Change the status of an existing service activity. Search for conflicts in the schedule.
NOTE: Microsoft Dynamics CRM locks the tables for the user so that unintentional overbooking is prevented. For example: More than one Microsoft Dynamics CRM user may attempt to book services at the same time, for the same resource.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-3
NOTE: Businesses may set up additional views. Users can navigate to the Online Help topics to view a legend of color and statuses used in the service calendar.
Users can use the Zoom scale to change how much of the calendar is viewable. For example, users can set the calendar to display an entire week, or a few hours. To view more of the calendar, click a tick closer to the plus end of the scale. To view less of the schedule, click a tick closer to the minus end of the scale. Users can select specific date ranges to view in the From and To lists.
21-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
After selecting the time the customer wants, schedule the time and save it as a service activity. The service activity appears on the Service Calendar. Users can also create a service activity without searching for an available time. Service Activity Conflicts During scheduling, an alert indicates a potential conflict. Users can choose to select another time, or book the service activity anyway. At any time, users can identify service activities or appointments with conflicts by clicking Show Conflicts on the Actions toolbar on the Service Calendar. Users can reschedule any Open or Scheduled service activity. Viewing Reports and Printing Service Information The default report for service activities is Service Activity Volume Detail. Using this report, you can track patterns in service activities volume. If the default reports do not provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft Office Excel. Like all other activities in Microsoft Dynamics CRM, resources can print their individual service activity with all relevant detail. This is especially important for outbound field technicians. The data selected to print is displayed in a Print Preview form. From the Print Preview form, the document can be sent to the printer using the print icon or the Print Preview form can be closed.
21-5
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: There is no direct command to print a list of appointments. Use Advanced Find to search for a list of appointments and then print the search results. Exporting Service Information Microsoft Dynamics CRM provides integration with Microsoft Office products such as Excel. Service records can be exported to Excel, from any screen where the Excel icon is displayed.
Demonstration: Create and Schedule a Service Activity Using the Service Calendar
The Service Scheduler received a telephone call from the owner of A Bike Store. A Bike Store has several bicycles that require a simple tuning, and would like Ben Burton the Eastern Region Bike Service Technician to perform the tuning. A Bike Store has limited availability and would like the service scheduled in the morning, preferably at 8:00 am, so all tunings can be completed before opening for business at 9:00 am. Goal Description Schedule a service activity for A Bike Store in Microsoft Dynamics CRM using the Service Calendar.
Demonstration Steps
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. NOTE: If you click New and then Service Activity you create a service activity without checking for available times. 4. Enter the following information into the Schedule Service Activity form: Customers: A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center 5. Click Find Available Times. The next available times are displayed. 6. Select 8:00 AM the next day as the Scheduled Start time for the appointment. 7. Click Schedule.
21-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-7
Procedure: Find and Schedule a Service Activity for a Specific Time Period
Use this procedure to find the next available time based on a specific date, or range of dates, within the next day, week, or month. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records.
4. Select criteria for the times you want under: Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service.
21-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Procedure: Find an Available Time for a Specific Resource, Site, or Other Criteria
Use this procedure to find the next available time in the schedule of a specific user, facility, or equipment. For example, if a customer wants the head mechanic to work on a bicycle, you can search the head mechanic's schedule for the next available time. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records. Resources Locate and select the user, or facility and equipment to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-9
4. Click Find Available Times. The next available times in the selected resource's schedule are displayed. 5. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. Click the service or resource links to open the related form. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter additional information about the service activity. Subject You must enter a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. You can save the service activity now, or continue to add information. Customers If the service activity is for a customer, you can locate and select the account or contact by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Location Enter an address or room number where the service activity will occur. Show Time As To change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Potentially, forced service activities and appointments may conflict. Site Changing the Site after selecting a time for the service activity is not recommended. Resources are assigned to sites. If the selected resources are not available at the selected site, conflicts may occur. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes Add additional (optional) information about the customer and service activity in this area. For example, enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 7. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity and record a Category and SubCategory. 8. Click Save or Save and Close.
21-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-11
21-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-13
Demonstration Steps
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. Enter the following information to locate the service activity for A Bike Store: Look for: bicycle, Type: Appointment and Service Activity, View: My Activity. 4. Click Find. 5. Open and review the service activity. 6. On the Actions toolbar, click Reschedule. 7. On the Schedule Service Activity form, change the Scheduled Start time to 2:00 pm on the following day. 8. Click Schedule. 9. Click Save or Save and Close. 10. Navigate to the Service Calendar and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: Search results. 11. Click Find. 12. Open and review the service activity to confirm the service for A Bike Store.
21-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-15
View a summary of an appointment or service activity. On the calendar, place the cursor over the appointment or service activity. 3. View or edit the details of an appointment or service activity. On the calendar, double-click the appointment. The Appointment form opens. 4. Change the dates displayed on the service calendar. On the Calendar control, click the arrows or a specific date. 5. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 6. Refresh the calendar. In the top-right corner of the calendar, click Refresh.
21-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
NOTE: Closing a service activity causes the activity to become read-only and cannot be edited. Procedure: Check the Schedule for Schedule Conflicts Microsoft Dynamics CRM indicates service activities with conflicts on the Service Calendar by outlining them in red. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Show Conflicts. The button label changes to Hide Conflicts and any service activities, appointments, or resources that have scheduling conflicts are outlined in red.
Summary
Service Scheduling allows for schedulers to be kept up-to-date and informed with calendars views that enable the scheduler to clearly see: Weekly scheduled service activities Monthly scheduled service activities Daily scheduled service activities
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-17
21-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Information Search
3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided ( ) d. Date of service
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-19
Data Entry
6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots ( ) d. The more information, the more available timeslots
Rescheduling
8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity ( ) c. Scheduling a service activity ( ) d. Putting a service activity On Hold
Activity Changes
9. What can users change about service activities? (Select all that apply.) ( ) a. Resource ( ) b. Time and date ( ) c. Status ( ) d. Priority
21-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Customer Preferences
11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected ( ) c. They are defaulted ( ) d. They are left blank
Customer Preferences
12. What can customer preferences include? (Select all that apply.) ( ) a. Preferred Service ( ) b. Preferred Facility/Equipment ( ) c. Preferred Payment terms ( ) d. Preferred User
Advanced Find
13. What are some of the features of Advanced Find? (Select all that apply.) ( ) a. Users can choose Criteria ( ) b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find ( ) d. Users can sort the resultant records
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-21
Challenge Yourself!
Using the information above, create the service activity from the case. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Roger Pa$$w0rd
21-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Step by Step
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger, Password: Pa$$w0rd. 2. In the Navigation Pane, click Service. 3. Click Cases. Change filter to Active Cases. 4. Open the case titled Wheel Alignment Problem the case number is: CAS-01035-GWF0S8, for the customer Eleventh Bike Store. 5. To schedule a service activity for this case, click Activities on the left side of the case window. 6. Click New Activity. From the options available in the dialog box that displays, select Service Activity. 7. Fill in the subject as Overhaul activity for Eleventh Bike Store for the service activity. Select Total Overhaul as the service. 8. Click Schedule on the top menu bar. 9. Set the start date as As soon as possible and the start time as Any time. Click Find Available Times. 10. The search results show a list of possible service scheduling options. Select the topmost slot and click Schedule. 11. Save and close the activity window. The activity has been scheduled for this case and assigned to Chris Perry, the Bike service technician.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-23
Challenge Yourself!
Using the information above, create a new service and add resource, site, and time information. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Roger Pa$$w0rd
21-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
3. Click Schedule. 4. Use the following table to complete the form. Duration Start Date Start Time Customer Use Default Duration As Soon as Possible Range of Times Judith Walker
Step by Step
1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger. Password: Pa$$w0rd. 2. Navigate to the Calendar area. Use this page to view or create appointments by the day, week, or month. 3. Select Create a New: Service Activity. The Service Activity form opens.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-25
5. Click Schedule. 6. Use the following table to complete the form and then click Find Available Times. Duration Start Date Start Time Resources Use Default Duration As Soon as Possible Range of Times Judith Walker
7. Schedule the Service to start at 1:00 PM one week from today's date, and the schedule ends at 4:00 pm. To find an available time select the arrow to move to the records displayed on Page 2. 8. Save and close the Service Activity form when finished.
21-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Lab 21.3 - Following Up on Appointments, Adding Notes, and Changing Service Statuses
In this Lab users add notes and change the status of a service activity. Scenario Chris Perry is a bike service technician in the field. He has a schedule of service appointments prepared by the service manager. He executes service appointments and updates the status. When the calendar loads, Chris will see all his scheduled (but not yet completed) appointments. Goal Description Chris has completed a service appointment Removing and Replacing the Cogs for the customer More Bikes! And he wants to change the status and add his notes to this appointment. Steps
Challenge Yourself!
Using the information above, add notes and change the status of the service activity. Log on to the Microsoft Dynamics CRM Web Application as Chris Perry. Login Username Password Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Chris Pa$$w0rd
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-27
Step by Step
1. Log on to Microsoft Dynamics CRM Web Application as Chris Perry. User ID: Chris, Password: Pa$$w0rd. 2. Chris has completed the service appointment Removing and Replacing the Cogs for the customer More Bikes! And, he wants to change the status and add his notes to this appointment. 3. In the Activities view, you will find the activity Removing and replacing the cogs. 4. Open the service activity. Add the note Successfully replaced cogs in the Notes section. 5. Click Actions on the top menu, and click Close Service Activity. Select Completed from the Status drop-down list and click OK to save the changes. 6. Close the window.
21-28
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
2.
3.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-29
Solutions
Test Your Knowledge
Service Activity Calendar
1. What does the service activity calendar supply? (Select all that apply.) () a. Ability to view, edit, create, and delete items on the calendar. ( ) b. Ability to see the resource's Outlook Calendar. () c. Ability to see monthly view a primary view for Work Calendars for an individual resource. () d. Ability to easily distinguish between various types of calendar tasks.
Information Search
3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided () d. Date of service
21-30
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Data Entry
6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots () d. The more information, the more available timeslots
Rescheduling
8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity () c. Scheduling a service activity ( ) d. Putting a service activity On Hold
Activity Changes
9. What can users change about service activities? (Select all that apply.) () a. Resource () b. Time and date () c. Status ( ) d. Priority
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
21-31
Customer Preferences
11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected () c. They are defaulted ( ) d. They are left blank
Customer Preferences
12. What can customer preferences include? (Select all that apply.) () a. Preferred Service () b. Preferred Facility/Equipment ( ) c. Preferred Payment terms () d. Preferred User
Advanced Find
13. What are some of the features of Advanced Find? (Select all that apply.) () a. Users can choose Criteria () b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find () d. Users can sort the resultant records
21-32
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Introduction
This lesson discusses the scheduling administration, set up process, and administrative activities in detail since this is a key entry point in the scheduling process. The lesson begins by selecting the working hours for the business, resources and so on, and then discusses the other activities related to ensuring that the scheduling engine as all required information to begin the scheduling process.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-1
Scenario
Situation Scheduling appointments is primarily a manual operation for Adventure Works Cycle, who uses a spreadsheet to track service activities. Because of the manual scheduling process, they could not effectively manage how resources are used, and they frequently find themselves with a limited number of resources when they deliver services to their customers. Goal Description Adventure Works Cycle's existing service scheduling processes must be migrated to Microsoft Dynamics CRM Service Scheduling to enable them to maximize their business objectives. For example, Adventure Works Cycle wants to reach maximum use of resources, facilities, and equipment when delivering services to their customers. To ensure that the availability of resources can be factored into availability searches, the Service Scheduling Manager must set up the following information in Microsoft Dynamics CRM: 1. Business closure dates. 2. Resources, for example, workforce and facilities/equipment that participate in the scheduling process. 3. Group Resources. For example: any resources from the group all resources from the group a subset of resources
4. Multi-locations or site requirements, including proper resource selection and handling of time zones. 5. Verify service proposals.
22-2
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-3
2. Scheduling Administrator, which can set a recurring schedule that can be the: Same for each work day Varied with each day
Users Working Hours By default, when users are created or upgraded, they have a 24 hour per day, 7 days per week working calendar, but are not linked to the business closures calendar. In Microsoft Dynamics CRM, a billing day is based on the working hours set up in personal options. For example, if the start time is 8:00 AM and the end time is 5:00 PM, the work day has nine billable hours. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should observe business closures or not. For more information, refer to the Business Closures Section.
22-4
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Procedure: Schedule a Break for a User or a Daily Unavailability for a Facility or Equipment
You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a service activity. For a user, this could be a break or lunch. For a facility or equipment, this could be for daily maintenance. You can schedule one or more breaks for each work day. 1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, then in the Settings area click Business Unit Settings, and then click Facilities/Equipment. 3. In the list, select the facility, equipment, or user to modify. 4. Under Details, click Working Hours. 5. Do one of the following: To add a break to a single work day On the calendar, double-click the specific day you want to modify. On the Edit Weekly Schedule page, select This date only, and then click OK. To add a break to an entire schedule
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-5
6. On the Set Working Hours dialog box, beside the time period in which you want to add a break, click Add Break. A 15-minute break is added in the middle of the selected time period. 7. 8. 9. 10. Adjust the start and end times as needed. Repeat steps 6 and 7 as needed. Click OK. Click Save or Save and Close.
Schedule Time Off or Temporary Unavailability You can schedule a period of time in the middle of an existing schedule when a resource is not available to be scheduled for a service activity. For a user, this could be a sick day or vacation. For a facility or equipment, this could an equipment failure.
22-6
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
8. Click OK. In the working hours calendar and the Service Calendar, affected days are marked with a red block. NOTE: When the time off expires, the previous schedule continues. You can also create new schedules, breaks, and time offs from the New menu on the Actions toolbar.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-7
22-8
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Generally, the organization considers the appointment time in terms of where the customer visits or is located for the appointment. It might be the time zone of the customer for out bound service calls. The time zone of the target site is considered when converting time into local time for presentation of appointment time information. For example, the scheduler is able to communicate local time information to the customer. NOTE: Use the Set Working Hours dialog to schedule the times when a resource will be available. You can set the working hours, breaks, time zone, split working hours, and add restrictions for when the resource's services can be scheduled.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-9
22-10
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-11
22-12
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-13
22-14
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
If you select this option, skip to step 8. Edit from <this date> onward This option changes only the schedule going forward. Entire recurring weekly schedule from start to end This option changes this entire schedule from the start to end date. Selecting this option might change past days, which might affect reports regarding hours worked in the past.
7. In the Weekly Schedule dialog box, click the work hours link for the schedule to edit. If working hours have not been set previously, the link is displayed as Set Working Hours. You must set up a schedule for a user, facility, or equipment before continuing. 8. In the Work Day dialog box, click Show Capacity, and then in the Capacity column, enter the capacity.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-15
22-16
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-17
The service appointment has one of the following locations: Customer location, where the service provider goes to the customer On site, where the customer travels to your office building
Location information is important to communicate to the customer. It also might have an affect on resource selection when scheduling appointments. Having location data defined in Microsoft Dynamics CRM enables the system to ultimately provide better Automation.
22-18
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Procedure: Create or Edit a Site Users can edit an existing site by following steps 1 and 2 to navigate to the Site area. Then, open the site they want to edit. Use the information in this procedure to guide you in entering data or making changes. 1. 2. 3. 4. In the Navigation Pane, click Settings. Under Settings, click Settings. Then, in the Settings area click Sites. On the Actions menu, click New. On the General tab, enter information in the following boxes:
Name Type a meaningful name for the site. This name appears in the list of available sites. You can enter contact information for this site, such as phone numbers, fax numbers, and e-mail addresses. 5. On the Addresses tab, enter the physical address of the site. If the time zone for the site is different than the rest of the organization, you can change it in the Time Zone list. 6. Click Save or Save and Close.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-19
Weekly schedules define the base pattern of working hours, or for example, Monday-Friday, 8 AM to 5 PM, breaks: 12 to 1 PM, and so on.
Billable Hours
Note the following factors when working with billable hours: Closure setup Weekly schedules Time off
22-20
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
If you set up a closure from 8:00 AM to 12:00 PM, you are working for four billable hours. Time off rules override weekly schedules, for example, next Tuesday the resource who ordinarily works Monday-Friday, 8 AM - 5 PM, is off. Single day schedules are exceptions and override weekly schedules, Time off, and Business Closures. For example, next Friday your resource who ordinarily works Monday-Friday, 8 AM -5 PM, is working a different shift: 7 AM - 4 PM day. For resources such as facilities or equipment that are used during holidays, the Scheduling Administrator sets an option on the resource to not use the Holiday Calendar to block off availability. NOTE: By default, when users are created or upgraded, they have a 24 hours a day, 7 days a week, working hours calendar, but are not linked to the business closures calendar.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-21
Summary
Setting up the work schedule ensures: Resources can provide services to customers. Resources are scheduled to participate in service activities. Organizations can effectively plan and improve the efficiency with which they schedule and provide services to their customers.
22-22
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Capacity
2. What does Capacity involve? Select all that apply. (Select all that apply.) ( ) Working Hours ( ) Blocking out time ( ) Consuming time ( ) Reserving Time
Scheduling Components
3. What are some necessary components for scheduling services your company offers? Select all that apply. (Select all that apply.) ( ) Resources ( ) Selection rules ( ) Repair technicians ( ) Capacity
Capacity Scheduling
4. Which of the following is included in Capacity Scheduling? ( ) Skill Level ( ) Work hours ( ) Personal time ( ) Billing rates
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-23
Scheduling Components
6. What are components in Scheduling? Select all that apply. (Select all that apply.) ( ) Assigning staff and resources ( ) Identify the highest level of resource ( ) Prioritize service work appropriately ( ) Determine availability of staff and resources
Billing Day
7. What is a billing day based on in Microsoft Dynamics CRM? ( ) Users Outlook calendar ( ) Users Schedule ( ) Users input to Scheduler ( ) Users' personal options
Schedule Types
8. What are the different kinds of schedules that can be set up in Microsoft Dynamics CRM? (Select all that apply.) ( ) Daily ( ) Weekly ( ) Monthly ( ) Yearly
Resource Groups
9. What is the benefit of resource groups? (Select all that apply.) ( ) Enable organizations to create, organize and manage workforce and facilities/equipment ( ) Enable organization to enforce skill set standards ( ) Allow users to build more sophisticated organizational structures ( ) Create a dynamic grouping of resources
22-24
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Time
12. For what time frame can you edit the schedule from a Schedule view? ( ) For one day only ( ) Only per week ( ) For a date range ( ) Only for the complete assignment
Business Closure
14. What do business closures provide? (Select all that apply.) ( ) Enabling planning when resources are available to be scheduled for work by the scheduling engine. ( ) This capability enables the service engine to avoid suggesting time slots during business closures. ( ) Closures will be listed independently on each resource's calendar. ( ) Enable Scheduling Administrators to define business closures that block availability on resource calendars.
22-25
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-26
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Challenge Yourself!
1. The Weekly Schedule form can be used to set resources working________, and working _________ . 2. The Scheduling Administrator can set a reoccurring schedule that can be the same for _______ work day or _______ for each work day. 3. By default, when users are created or upgraded, they will have a ______ working hour's calendar. 4. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should _______ business closures or not. 5. In Microsoft Dynamics CRM, a billing day is based on the working hours set up in _________ _________ 6. You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a __________ activity. 7. You can __________ when a resource is available for a specific service. 8. The service appointment has a ______ _______, also known as the corresponding appointment location.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-27
Challenge Yourself
Use the information above to set a business closure in Microsoft Dynamics CRM. Log on to the Microsoft Dynamics CRM Web Application as the System Administrator: Login Username Password crmadmin Pa$$w0rd
Step by Step
1. In the Navigation Pane, click Settings. 2. Under Settings, click Business Management, and then click Business Closures. 3. On the Actions bar, click New. 4. In the Schedule a Business Closure dialog box, in the Name box, type New Year's Eve. 5. Enter 31 December of the current year for the Start Time.
22-28
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-29
Challenge Yourself!
Use the information to remove Mathew Pereira temporarily from the schedule in Microsoft Dynamics CRM. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password roger Pa$$w0rd
22-30
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
7. Click OK.
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-31
2.
3.
22-32
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Solutions
Test Your Knowledge
Time Types
1. What are Time Types used in Scheduling Administration? Select all that apply. (Select all that apply.) () Free ( ) Sick () Blocked () Tentative
Capacity
2. What does Capacity involve? Select all that apply. (Select all that apply.) () Working Hours () Blocking out time () Consuming time () Reserving Time
Scheduling Components
3. What are some necessary components for scheduling services your company offers? Select all that apply. (Select all that apply.) () Resources () Selection rules ( ) Repair technicians () Capacity
Capacity Scheduling
4. Which of the following is included in Capacity Scheduling? () Skill Level ( ) Work hours ( ) Personal time ( ) Billing rates
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-33
Scheduling Components
6. What are components in Scheduling? Select all that apply. (Select all that apply.) () Assigning staff and resources ( ) Identify the highest level of resource () Prioritize service work appropriately () Determine availability of staff and resources
Billing Day
7. What is a billing day based on in Microsoft Dynamics CRM? ( ) Users Outlook calendar ( ) Users Schedule ( ) Users input to Scheduler () Users' personal options
Schedule Types
8. What are the different kinds of schedules that can be set up in Microsoft Dynamics CRM? (Select all that apply.) () Daily () Weekly () Monthly ( ) Yearly
22-34
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
Menu Options
10. What menu options in Settings can be used to create a Resource group? () Business Unit Settings ( ) Subjects ( ) Territories ( ) System Customizations
Time
12. For what time frame can you edit the schedule from a Schedule view? ( ) For one day only ( ) Only per week () For a date range ( ) Only for the complete assignment
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement
22-35
Business Closure
15. When users are created what business closure information is linked to them? ( ) That of their business unit () None ( ) That of their resource group ( ) That of their team
22-36
Microsoft Official Training Materials for Microsoft Dynamics Your use of this content is subject to your current services agreement