Working With Microsoft Dynamics CRM 2011

PUBLISHED BY

Microsoft Press

A Division of Microsoft Corporation

One Microsoft Way

Redmond, Washington 98052-6399

Copyright © 2011 by Mike Snyder and Jim Steger

All rights reserved. No part of the contents of this book may be reproduced or transmitted in any form or by any

means without the written permission of the publisher.

Library of Congress Control Number: 2011923689

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this book.

Indexer: Jean Skipp

Cover: Twist Creative • Seattle

iii

Contents at a Glance

Part I OverviewandConguration

1 Microsoft Dynamics CRM 2011 Overview. . . . . . . . . . . . . . . . . . . . 3

2 Setup and Common Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

3 Managing Security and Information Access . . . . . . . . . . . . . . . . . 77

4 Data and Document Management. . . . . . . . . . . . . . . . . . . . . . . . 119

Part II Solutions

11 Solutions: Web Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365

12 Solutions: Client Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401

13 Reports and Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439

Part III Processes

14 WorkowProcesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483

15 Dialog Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

iv Contents at a Glance

List of Figures

FIGURE 1-1 Tracking Microsoft Dynamics CRM data in Microsoft Ofce Outlook . . . . . . .9

FIGURE 1-2 The Track in CRM button for saving data to Microsoft Dynamics CRM . . . . . .9

FIGURE 1-7 Account and Contact forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

FIGURE 1-8 Open Opportunities view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

FIGURE 1-9 Solution editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

FIGURE 2-1 Users click the Go Ofine button and Microsoft Dynamics CRM

for Outlook with Ofine Access displays a synchronization progress window . . . . . . . . .35

FIGURE 2-2 Default ofine synchronization lters installed with Microsoft

Dynamics CRM for Outlook with Ofine Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

FIGURE 2-3 Accessing the Outlook Filters in Microsoft Dynamics CRM for Outlook . . . . .37

FIGURE 2-4 Microsoft Dynamics CRM for Outlook modications to Outlook

user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

FIGURE 2-10 Tracking token in the subject line of an email message . . . . . . . . . . . . . . . . . .50

FIGURE 2-11 Conguring email tracking in a user’s personal options . . . . . . . . . . . . . . . . .51

FIGURE 2-12 Turning off email tracking for a user by setting the E-mail

Access Types to None . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

FIGURE 2-13 Lead Reply – Trade Show Visit E-mail template . . . . . . . . . . . . . . . . . . . . . . . . .54

FIGURE 2-14 Data Field Values dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

FIGURE 2-15 Inserting an E-mail template into an email message . . . . . . . . . . . . . . . . . . . .56

FIGURE 2-16 Direct E-mail button in the Contacts ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . .59

FIGURE 2-17 Send Direct E-mail dialog box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

FIGURE 2-18 Specifying whether to send the quick campaign email messages

Contents at a Glance v

FIGURE 2-23 Selecting an organization template in the Mail Merge dialog box . . . . . . . .70

FIGURE 2-24 Microsoft Ofce Word document created when launching

a mail merge from the web client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

FIGURE 2-25 Uploading a mail merge template to Microsoft Dynamics CRM . . . . . . . . . .71

FIGURE 2-26 Additional features offered by running a mail merge from

Microsoft Dynamics CRM for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

FIGURE 2-27 Creating a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

FIGURE 2-28 Enabling queues for an entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

FIGURE 2-29 Adding leads to a Sales queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

FIGURE 3-1 Organization structure for a sample company called Adventure

Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87

FIGURE 3-6 Reassign Bulk Records dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

FIGURE 3-7 Changing the default relationship behavior between entities

before reassigning records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

FIGURE 3-8 License summary in Microsoft Dynamics CRM Deployment Manager . . . . . .92

FIGURE 3-9 Multiple security roles assigned to a user. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

FIGURE 3-10 Salesperson security role settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96

FIGURE 3-11 Access levels example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98

FIGURE 3-12 Account record as seen by a user with the default Customer Service

Representative security role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

FIGURE 3-17 List of elds with eld security enabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114

FIGURE 3-18 Edit read, update, and create permissions for a secured eld . . . . . . . . . . .114

FIGURE 3-19 Sharing records with users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

FIGURE 3-20 Sharing secured elds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

FIGURE 3-21 Sharing secured elds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

FIGURE 4-1 Default data maps included in Microsoft Dynamics CRM . . . . . . . . . . . . . . . .124

FIGURE 4-2 Mapping source data les to Microsoft Dynamics CRM record types . . . . .125

FIGURE 4-3 Creating a custom Microsoft Dynamics CRM entity during the

import process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126

FIGURE 4-4 Selecting data types for a eld created during the import process . . . . . . .127