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2011 User's Guide



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This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it.

Some examples depicted herein are provided for illustration only and are fictitious.  No real association or connection is intended or should be inferred.

This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes.

© 2011 Microsoft Corporation. All rights reserved.

Microsoft, Active Directory, Excel, Hyper-V, Internet Explorer, Microsoft Dynamics, Microsoft Dynamics logo, MSDN, Outlook, Notepad, SharePoint, Silverlight, Visual C++, Windows, Windows Azure, Windows Live, Windows PowerShell, Windows Server, and Windows Vista are trademarks of the Microsoft group of companies.

All other trademarks are property of their respective owners.

Table of Contents


Table of Contents i

Getting Started 1

Introduction to Microsoft Dynamics CRM 1

Sales Force Automation 1

Marketing Automation 1

Customer Service Management 2

Appointment-Based Service Scheduling 2

Analyzing Data and Reporting 2

Customization and Solutions 3

Workflow 3

Goal Management 3

Microsoft Dynamics CRM for Microsoft Office Outlook 4

Use Keyboard Shortcuts 4

Accessibility keyboard shortcuts 6

Dialog box keyboard shortcuts 6

Form keyboard shortcuts 7

General keyboard shortcuts 7

Find Things 8

Find records in a list 8

Find records while filling out a form 11

Create, edit, or save an Advanced Find search 12

Work with saved views 15

Tips 17

Delete Things 18

Delete records 18

Special Cases 19

Remove an attached file 20

Delete imported records 21

Print Things 22

Print a list of records 22

Print the details of an activity from a calendar 23

Run a Report 24

Manage Activities 29

Create or edit an activity 29

Create and send an e-mail activity in the Microsoft Dynamics CRM Web application 31

Close an activity 34

Convert an activity to an opportunity 35

Convert an activity to a case 36

Convert an e-mail to another record type 37

Assign to Queue or User Form 37

Add, edit, or delete a note 39

Remove an attached file 40

Attach a file 41

Edit Multiple Records 42

Delete records 43

Using Connect to Define How Records Relate 45

Check for duplicates 45

Merge Records 47

View Your User Profile 48

Start an On-Demand Workflow 49

Share or Assign Records and Views 50

Share a record 50

Share a saved view 52

Unshare or change sharing for a record 52

Assign a record to a user 53

Assign a saved view to a user 55

Assign to Queue or User Form 56

Assign a case to a user or queue 57

Make a report available to all Microsoft Dynamics CRM users 58

Send or Copy a Shortcut 58

Assign a case to a user or queue 60

Export Data to Excel 60

Export data to an Excel static worksheet 61

Export data to an Excel PivotTable 62

Export data to an Excel dynamic worksheet 64

Avoiding Duplicate Records 66

Enable and Disable Duplicate Detection 67

Create or edit a duplicate-detection rule 68

Publish or unpublish a duplicate-detection rule 70

Check for duplicates 71

Resolve potential duplicate records - Procedure 73

Importing Data 74

Importing Your Data Using the Import Data Wizard 74

If your file uses only ASCII characters, save the file as a comma-delimited values (.csv) file. 78

If your file uses non-ASCII characters, save the file as a Unicode text (.txt) file. 78

Make sure the first line of the file contains column headings. 78

Make sure the first column heading is not the name of a record type. 79

Make sure data exists for all business-required fields. 79

Decide how to import drop-down list values in the file. 80

Example showing sample leads to import 80

Example showing sample products to import 80

Import records from a file 80

Enrich data in existing records 86

Download a template for data import 88

View the progress and results of an import, and correct errors 88

Create a data map for use with import 89

Export a data map 90

Import a data map 90

Running Reports and Analyzing Data 91

Customizing and Organizing Reports 91

Report Ownership 92

Report Types 92

Data Security 92

Options for Creating New Reports 92

Options for Modifying Existing Reports 93

Data Security 93

Default Reports 93

Sales 93

Account Distribution Report 94

Account Overview Report 95

Account Summary Report 96

Activities Report 97

Competitor Win Loss Report 97

Invoices Report 98

Lead Source Effectiveness Report 99

Neglected Leads Report 99

Orders Report 100

Quotes Report 101

Sales Pipeline Report 101

Sales History Report 102

Neglected Accounts Report 103

Products by Account Report 104

Products by Contact Report 104

Marketing 105

Campaign Activity Status Report 105

Campaign Comparison Report 106

Campaign Performance Report 106

Service 107

Administrative 108

Write a Report Using Report-Writing Tools 108

Export Data to Excel 108

Create Customer-Ready Documents and Messages 109

Create, Edit, or Copy a Report Using the Report Wizard 109

Use Microsoft Office Excel 2003 114

Use Microsoft Office Excel 2007 116

Use Microsoft Office Word 2003 117

Use Microsoft Office Word 2007 118

Use another report-writing tool 119

Edit a default report or create a SQL-based Reporting Services report 120

Create a Custom Fetch-Based Reporting Services Report 123

Run a Report 127

Edit the default filter for a report 132

Create one-time or scheduled report snapshots 134

Make a report available for external use 134

Report Ownership 135

View charts and analyze data 137

Assign a user chart 140

Make a copy of an existing system or user chart 141

Using dashboards 142

Types of dashboards 142

Dashboards components 142

Edit a user dashboard 147

Delete a user dashboard 147

Drill down in a chart 149

Enlarge a chart 149

View records used for a chart 149

Apply filter 149

Refresh all components 150

Make a copy of an existing user or system dashboard 150

Make a dashboard your default dashboard 151

Share a user dashboard 151

Auditing data in Microsoft Dynamics CRM 152

Tracking changes for entity relationships 152

Start or stop auditing for an organization 154

Enable or disable auditing for entities 155

View audit summary of records 156

View the audit history of individual records 157

Create Customer-Ready Documents and Messages 158

Create a Microsoft Office Word mail merge document 158

Create a mail merge document with marketing lists 161

Print a quote with a mail-merge document 163

Send Direct E-mail to Customers 165

Manage Activities 166

Create or edit an activity 166

Create and send an e-mail activity in the Web application 168

Close an activity 171

Convert an activity to an opportunity 172

Convert an activity to a case 173

Convert an e-mail to another record type 174

Assign to Queue or User Form 174

Work with Integrated Instant Messenging 176

Managing E-mail Activities 177

Working with E-mail Messages Microsoft Dynamics CRM 178

Working with E-mail Activities in Outlook 178

Personal and Organization-wide E-mail Templates 178

Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook 178

Managing Incoming E-mail 179

Sending and Replying to E-Mail Messages 180

Working with Microsoft Dynamics CRM for Outlook Offline and Synchronizing with Microsoft Dynamics CRM 180

Work with E-mail Activities 180

Create an e-mail message in Outlook 183

Create a quick campaign to run as activity 186

Resolve red text in e-mail message addresses 187

Set the option to send and receive e-mail from a user or queue 188

Convert an e-mail to another record type 189

Convert an activity to a case 189

Work with E-mail Templates 190

Create or edit an e-mail template 190

Add and edit the data fields in an e-mail template 193

Configuring Personal Options 193

Set Personal Options 194

View Your User Profile 195

Set start page and view options 195

Set synchronization options in Microsoft Dynamics CRM for Outlook 197

Set Workplace pane options 198

View your user profile 199

Set start page and view options 200

Set synchronization options in Microsoft Dynamics CRM for Outlook 201

Set Workplace pane options 203

Create or edit an e-mail template 203

Set how your e-mail is tracked 205

Set address book options in Microsoft Dynamics CRM for Outlook 206

Set local data synchronization options in Microsoft Dynamics CRM for Outlook 208

Set privacy options 208

Set Activities options 209

Set regional options for yourself 210

Set local data synchronization options in Microsoft Dynamics CRM for Outlook 210

Set language options 211

Requesting User Interface Changes 212

Using Mobile Express 213

Requirements to access Mobile Express 213

Supported browsers and devices 213

Partner Solutions 215

Find information in articles in the knowledge base 215

Work with Published Articles 215

Find an article in the Knowledge Base 215

Add or delete a comment 216

Attach an article to an e-mail message 217

Creating and Using Workflows 218

Several ways to create workflows 218

Creating workflows by using the Web application 218

Using workflows 219

Workflow Lifecycle 219

Lesson 1: Workflow structure 219

Work with Workflows 221

Create or edit a workflow 221

Add or change dynamic values in a workflow 225

Publish or unpublish a workflow 226

Start an On-Demand Workflow 226

Creating and Using Dialogs 227

Understanding dialogs structure 227

Work with dialogs 228

Create a dialog 228

Add or change dynamic values in a dialog 233

Activate or deactivate a dialog 234

Assign a process to another user 235

Assign a process to yourself 235

Share a process with other users 236

Start a dialog 236

Create or edit a dialog 237

Add or change dynamic values in a dialog 242

Activate or deactivate a dialog 243

Assign a process to yourself 243

Assign a process to another user 244

Share a process with another user 244

Create or add a location for the first time 245

Add or edit a location 246

Fix a location 247

Use documents stored in SharePoint from Microsoft Dynamics CRM 248

Work with Announcements 250

View announcements 250

Work with Integrated Instant Messaging 251

Send or Copy a Shortcut 253

Send or copy a shortcut to a view 254

Sales 257

Managing Accounts and Contacts 257

Associate an account or contact with an opportunity 257

Set customer preferences for a service activity 258

Add or remove a customer record in a marketing list 259

View associated campaigns from customer records 260

Add or remove a customer relationship for an account or contact 260

Deactivate or activate an account or contact 262

Work with Accounts 262

Managing Accounts and Contacts 263

Create or edit an account 263

Associate an opportunity with an account or contact 267

Use the Closed Activity list 268

Set customer preferences for a service activity 269

Add or remove a customer record in a marketing list 270

View associated campaigns from customer records 271

Customer Relationship Form 271

Deactivate or activate an account or contact 273

Create a quick campaign 274

Default sales reports 275

Work with Contacts 277

Create or edit a contact 277

Associate an opportunity with an account or contact 280

Use the Closed Activity list 282

Set customer preferences for a service activity 282

Add or remove a customer record in a marketing list 283

View associated campaigns from customer records 284

Customer Relationship Form 284

Deactivate or activate an account or contact 286

Default sales reports 288

Managing Leads 290

Work with Leads 290

Create or edit a lead 290

Qualify and convert a lead to an account, contact, and/or opportunity 294

Qualify or convert multiple records at once 295

Disqualify and close a lead 297

Reactivate a closed lead 297

Add or remove a customer record in a marketing list 298

View associated campaigns from customer records 299

Create a quick campaign 299

Convert Lead Dialog Box 300

Managing Opportunities 301

Work with Opportunities 301

Create or edit an opportunity 301

Add or remove a product 303

Associate an account or contact with an opportunity 304

Add or remove competitors 306

Recalculate the estimated revenue 306

Close an opportunity 307

Reopen an opportunity 309

Opportunity Product Form 309

Opportunity Relationship Dialog Box 311

Competing for Customers 312

Work with Competitor Records 312

Create or edit a competitor 314

Add or remove products for a competitor 316

Add or remove opportunities for a competitor 317

Add or remove sales literature for a competitor 317

Add or edit sales literature 318

Add or remove products 320

Add or remove competitors 320

Document Form 321

Add or remove documents 321

Remove an attachment from a document 322

About goals 323

Work with Goals 323

Create or edit a goal 323

Deactivate a goal 326

Specify targets for a goal 327

Roll up data for goals 328

Add a child goal to a goal 328

Work with Goal Metrics 330

Work with Rollup Queries 330

Completing Sales Transactions 330

Work with Quotes 330

Create or edit a quote 330

Add or remove a contact 333

Activate a quote 334

Edit an active quote 334

Create an order from a quote 336

Close an active quote 339

Quote Product Form 340

Work with Orders 341

Create or edit an order 341

Resolve potential duplicate records. 344

Add or remove a contact 345

Lock or unlock the price for an order or invoice 345

Create an invoice from an order 346

Close an order 349

Order Product Form 350

Add a product to a queue or order 351

Cancel Order Form 352

Work with Invoices 353

Use the Closed Activity list 353

Create or edit an invoice 354

Add or remove a contact 357

Lock or unlock the price for an order or invoice 358

Close an invoice as paid or canceled 359

Invoice Product Form 359

Add a product to an invoice 361

Marketing 365

Planning Campaigns 365

Work with Campaigns and Campaign Templates 365

Create or edit a campaign 365

Create or edit a campaign template 366

Add a marketing list, sales literature, or product to a campaign 367

Add a planning task to a campaign 368

Add a campaign activity to a campaign or campaign template 368

Create or edit a campaign response 370

Default marketing reports 371

Understanding Quick Campaigns 372

Work with Quick Campaigns 372

Understanding Campaign Responses 372

Work with Campaign Responses 373

Create or edit a campaign response 373

Reactivate a campaign response 374

Copy a campaign response 375

Convert campaign responses to leads or opportunities 375

Close a campaign response 376

Default marketing reports 377

Creating and Managing Marketing Lists 378

Work with Marketing Lists 378

Create or edit a marketing list - Proc 378

Activate a marketing list 379

Add members to a marketing list 379

Add or edit members of a static marketing list 381

Add or edit members of a dynamic marketing list 382

Add members from one marketing list to another marketing list 383

Merge marketing lists 383

Add members to a marketing list 384

Evaluate and remove members in a marketing list 385

Qualify or convert multiple records at once 386

Change the columns displayed for marketing list members 387

Managing Leads 388

Work with Leads 388

Create or edit a lead 389

Resolve potential duplicate records. 391

Qualify and convert a lead to an account, contact, and/or opportunity 392

Disqualify and close a lead 393

Reactivate a closed lead 394

Add or remove a customer record in a marketing list 395

View associated campaigns from customer records 395

Use the Closed Activity list 396

Default sales reports 397

Convert Lead Dialog Box 399

Managing Accounts and Contacts 399

Work with Accounts 399

Create or edit an account 399

Work with Contacts 404

Create or edit a contact 404

Resolve potential duplicate records. 406

Associate an opportunity with an account or contact 407

Use the Closed Activity list 408

Set customer preferences for a service activity 409

Add or remove a customer record in a marketing list 409

View associated campaigns from customer records 410

Deactivate or activate an account or contact 411

Service 415

Scheduling Services for Your Customers 415

Navigating the Service Calendar 415

Service Calendar 415

View the Service Calendar 416

Schedule a service activity 417

Find the next available time within a specific time period 418

Find an available time with specific criteria 421

View a list of resources 423

Create a service activity without checking for conflicts 423

Find and view the work schedule for an individual resource 425

Reschedule a service activity 426

Schedule Service Activity 427

Work with Service Activities 427

Work with the Workplace Calendar 427

View the calendar in the Workplace area 427

Print the details of an activity from a calendar 428

Create or edit an appointment 429

Work with Appointments 431

Creating Contracts 431

Work with Contracts 431

Create or edit a contract 431

Add or edit a contract line 434

Invoice and activate a contract 435

Cancel or delete a contract 436

Renew a contract 436

Use the Closed Activity list 437

Work with Contract Lines 438

Supporting Customer Service with Microsoft Dynamics CRM 438

Work with Cases 438

How to assign a case to the queue 438

Work on a queue item 439

Release a work item 439

Create and Publish Articles 440

View unpublished articles 440

Create an article 441

Edit an article 442

Submit an article for approval 443

Approve and publish, or reject an article 443

Unpublish an article 444

Work with Published Articles 444

Using Microsoft Dynamics CRM for Outlook 445

Doing CRM Work in Outlook 445

Working with E-mail Activities in Outlook 446

Create a Record in Outlook 446

Create or edit a contact in Outlook 446

Save Outlook contacts as Microsoft CRM contacts 448

Resolve potential duplicate records. 449

Create a new contact in Microsoft Dynamics CRM 450

Create an Activity in Outlook 451

Create or edit a task or appointment in Outlook 451

Create a new activity 454

Create and send e-mail activities 455

Create an e-mail message in Outlook 457

Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM Records 460

Save and link Outlook tasks and appointments in Microsoft Dynamics CRM 462

Save and link Outlook e-mail messages as Microsoft Dynamics CRM e-mail activities 464

Automatically track and save incoming Outlook e-mail as Microsoft Dynamics CRM e-mail activities 465

Automatically create Microsoft Dynamics CRM contact and lead records from e-mail messages and meeting requests 467

Connect to Another Organization in Microsoft Dynamics CRM for Outlook 468

Synchronizing Information 469

Synchronizing and Tracking Microsoft Dynamics CRM Data with Outlook 470

Tracking Records in Outlook 470

Working Offline 471

Customizing Microsoft Dynamics CRM 473

Customization Capabilities 473

Find the Microsoft Dynamics CRM SDK 474

Customization Permissions 474

Permissions required for customization tasks 474

View Your User Profile 481

Publish customizations 482

Understanding solutions 483

Understanding solution dependencies 483

Create a managed solution 483

Edit unmanaged solutions 485

Add new or existing solution components 485

Edit or view managed properties 486

Delete or remove solution components 486

Delete a solution 487

Add new or existing solution components 487

Edit or view managed properties 488

Delete or remove solution components 489

Solution component dependencies 489

Create an unmanaged solution 490

Create a managed solution 491

Default solution information 492

Managed solution information 493

Unmanaged solution information 494

Exporting customizations 494

Import a solution 496

Add a solution publisher 498

Edit a solution publisher 498

Understanding Entities 499

Understanding Microsoft Dynamics CRM Entities 500

Entity Customization Terminology 500

Activity Entities 500

Adding a Custom Entity 500

Saving and Publishing Customizations 501

Importing and Exporting Customizations and Settings 501

Understanding Activity Entities 501

Understanding entity security 501

Delete a custom entity 502

Create a new entity 502

Rename an entity 505

Edit the messages the entity displays to users to use the new entity name. 506

Edit the existing reports to use the new entity name. 506

Edit the online Help files that refer to this entity. 506

Icon in Web application 513

Shortcut icon in Microsoft Dynamics CRM for Microsoft Office Outlook 513

Icon in Entity forms 513

Import Translations 513

Export translations 514

Add or edit event scripts for fields and forms 514

Add or edit a form web resource 514

Add event handlers for form events 515

Add event handlers for field events 516

Form Scripting 517

Associating Scripts with Events 518

Developing Scripts 518

Adding Scripts 518

Test an event script 519

Understanding entity fields 519

Mapping Entity Fields 520

Create or edit attributes for an entity 520

Edit form field properties 523

Create and Configure Views Links 525

Create or edit a public view for an entity 525

Change the appointments view 527

Customize the entity view 528

Edit the Quick Find view 528

Set the default view for an entity 531

Edit the advanced find view 531

Edit the filter criteria for a view 534

Edit the lookup view 534

Edit the associated view 537

Delete a view 539

Understanding entity forms 540

Understanding entity security 540

Edit the main form for an entity 540

Create a new form for an entity 548

Create a new form based on an existing form 556

Add a tab to a form 563

Add a section to a form 564

Control which forms are available to users 564

Edit form headers and footers 565

Edit section properties 566

Edit tab properties 566

Add or edit form navigation for related entities 567

Set non-event dependencies for a form 568

Add a field to a form 569

Add or edit form navigation for related entities 569

Add or edit a sub-grid 571

Add or Edit a Web Resource 571

Entity Relationships 572

Hierarchical Relationships 572

N:N (Many-to-Many) Relationships 572

Self-Referential Relationships 572

Understanding Hierarchical Entity Relationships 572

Data Integrity 573

Defining Relationships 573

Relationship Behavior 573

Limitations for Hierarchical Relationships 574

Mapping 574

Create or edit 1:N relationships between entities 575

Create or edit N:1 relationships between entities 577

Create or edit N:N relationships between entities 580

Add form navigation for related entities 581

Edit entity messages 582

Edit a global option set 583

Create a new global option set 584

Add or Edit a Web Resource 585

Add or edit a form web resource 585

Add or edit a text Web resource 587

Add or edit a Silverlight Web resource 588

Edit the Site Map 589

Edit ribbons 590

View or Download Developer Resources 590

Managing System Dashboards 593

Using dashboards 593

Types of dashboards 593

Dashboards components 593

Can I do this task? 593

Can I do this task?--System Dashboard 593

Delete a dashboard 598

Use a dashboard 599

Drill down in a chart 600

Enlarge a chart 600

View records used for a chart 600

Apply filter 600

Refresh all components 601

Make a copy of an existing user or system dashboard 601

Make a dashboard your default dashboard 601

Share a user dashboard 602

Assign a user dashboard 603

Create a system dashboard 603

Edit a dashboard 608

Make a copy of an existing system dashboard 612

Make a copy of an existing user or system dashboard 612

Make a dashboard the default dashboard for the organization 612

Make a dashboard your default dashboard 613

Manage System Charts 615

Delete a system chart 617

Export a system chart 617

Import system charts 618

Reference 619

Troubleshooting 619

Troubleshooting Configuring and Starting Data Migration Manager 619

File Upload Errors 620

Data Upload Errors - Wizard Page 620

Turning on Trace 621

Common Error Messages 622

Conversion Errors - Wizard Page 623

Troubleshooting Importing a Data Map 623

Troubleshooting Bulk Deletion 624


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