Microsoft Dynamics CRM 2011 Administrator's Guide PDF

2011 Administrators Guide
Copyright
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
Administrators Guide - Setting Up Your Organization ............................................... 1 Create or change the settings for a business unit ..................................................... 1 Create a new business unit .......................................................................................... 2 Set auto-number formats .............................................................................................. 2 Set system-wide settings.............................................................................................. 3 Set fiscal year settings.................................................................................................. 4 Work with connections ................................................................................................. 5 Work with connections and connection roles ............................................................ 6 Set preferences for product updates ........................................................................... 6 Create or edit a site ....................................................................................................... 6 Set system-wide privacy preferences ......................................................................... 7 Determining E-mail Access for Your Organization .................................................... 8 Controlling Data Access ............................................................................................... 8
Business Units.......................................................................................................................................... 8 Security Roles .......................................................................................................................................... 8 Overriding Security Roles ........................................................................................................................ 8 Securing Custom Fields ........................................................................................................................... 9 Work with Security Roles ......................................................................................................................... 9 Work with Business Units ....................................................................................................................... 11 Create or change the settings for a business unit .................................................................................. 11 Assign a different parent business unit .................................................................................................. 12 Change the business unit for a record ................................................................................................... 13 Enable or disable a business unit .......................................................................................................... 13 Work with Teams.................................................................................................................................... 14
Create or edit a team ............................................................................................................................. 14 Add or remove team members .............................................................................................................. 15
Managing Users .......................................................................................................... 16 Add or remove users for a territory ........................................................................... 16 Manage a User's Record............................................................................................. 17 Work with Your User Record and Work Hours ......................................................... 18 Work with Announcements ........................................................................................ 19 View announcements ................................................................................................. 19 Work with Integrated Instant Messenging ................................................................ 20 Send or Copy a Shortcut ............................................................................................ 22 Install Microsoft Dynamics CRM E-mail Router ....................................................... 24 Work with E-mail Templates ...................................................................................... 24 E-mail Permissions ..................................................................................................... 25 Permissions required for e-mail-related tasks ......................................................... 25 View Your User Profile................................................................................................ 26 Using Connect to Define How Records Relate ......................................................... 27 Work with connections ............................................................................................... 27 Work with connections and connection roles .......................................................... 28 Using Connect to Define How Records Relate ......................................................... 28 Managing Relationship Roles .................................................................................... 29
Using Relationship Roles ...................................................................................................................... 29 Types of Relationships .......................................................................................................................... 29 Managing Relationship Roles ................................................................................................................ 30
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Work with Relationship Roles .................................................................................... 30 Relationship Roles Dialog Box .................................................................................. 30 Customer Relationship Form ..................................................................................... 32 Opportunity Relationship Dialog Box ........................................................................ 33 Changing Regional and Language Options for Your Organization ........................ 35
Adding and Removing Currencies ......................................................................................................... 35
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Activate or deactivate a currency .............................................................................. 35 Language Settings Dialog Box .................................................................................. 36 Translating Customized Entity and Field Text ......................................................... 36 Export Customized Entity and Field Text for Translation ....................................... 37 Work with Territories .................................................................................................. 38 Managing Users .......................................................................................................... 38 Create or edit a territory ............................................................................................. 38 Work with Fiscal Year Settings .................................................................................. 39 Work with salespeople ............................................................................................... 40 Add Users .................................................................................................................... 43 Enable or disable a user record ................................................................................. 44 Reassign user records individually or in bulk .......................................................... 45 Create or edit a territory ............................................................................................. 46 Creating the Product Catalog .................................................................................... 47 Work with Discount Lists ........................................................................................... 47 Creating the Product Catalog .................................................................................... 48 Using Discount Lists as Incentives ........................................................................... 48 Create or edit a discount list ...................................................................................... 48 Create or edit a discount ............................................................................................ 49 Deactivate or activate a discount list ........................................................................ 50 Selling Products Individually and in Groups ............................................................ 51 Work with Unit Groups ............................................................................................... 52 Create a unit group ..................................................................................................... 52 Using Price Lists ......................................................................................................... 53
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Work with Price Lists .................................................................................................. 53 Create or edit a price list............................................................................................. 53 Add or edit price list items ......................................................................................... 55 Deactivate or activate a price list ............................................................................... 58 Creating a Product in the Product Catalog ............................................................... 58 Work with Products ..................................................................................................... 59 Create or edit a product .............................................................................................. 59 Reclassify a product ................................................................................................... 62 Set the default price list .............................................................................................. 62 Add or remove substitute products ........................................................................... 63 Add or edit price list items ......................................................................................... 64 Convert a product into a kit ........................................................................................ 67 Add products to a kit................................................................................................... 67 Deactivate or activate a product ................................................................................ 68 Configuring Marketing ................................................................................................ 69 Marketing Permissions ............................................................................................... 69 Permissions required for marketing tasks ................................................................ 69 View Your User Profile ................................................................................................ 73
Scheduling Services for Your Customers .............................................................................................. 74
Navigating the Service Calendar ............................................................................... 74 Service Calendar ......................................................................................................... 75 View the Service Calendar ......................................................................................... 75 Find and view the work schedule for an individual resource ................................. 80 View a list of resources .............................................................................................. 84 Booking Service Activities in the Service Calendar................................................. 87 Schedule Service Activity .......................................................................................... 87 Work with Service Activities ...................................................................................... 87 Work with the Workplace Calendar ........................................................................... 87 View the calendar in the Workplace area .................................................................. 88 Print the details of an activity from a calendar ......................................................... 88 Create or edit an appointment ................................................................................... 89 Work with Appointments ............................................................................................ 91 Creating Contracts ...................................................................................................... 91 Work with Contracts ................................................................................................... 91 Create or edit a contract ............................................................................................. 91 Add or edit a contract line .......................................................................................... 94 Invoice and activate a contract .................................................................................. 95 Cancel or delete a contract ........................................................................................ 96 Renew a contract ........................................................................................................ 97 Use the Closed Activity list ........................................................................................ 97 Supporting Customer Service with Microsoft Dynamics CRM ............................... 98 Work with Cases ......................................................................................................... 98 Use the Closed Activity list ...................................................................................... 103
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Send an article from a case ...................................................................................... 103 Auditing data in Microsoft Dynamics CRM ............................................................. 104 Tracking changes for entity relationships .............................................................. 104
Enabling document management on entities ....................................................................................... 108 Understanding how document management works ............................................................................. 108 Understanding how document libraries and folders are created ......................................................... 109 Enabling document management on entities ....................................................................................... 111
Create or edit site records in Microsoft Dynamics CRM ........................................ 112 Create or edit document location records in Microsoft Dynamics CRM .............. 114 Monitoring and Managing System Jobs .................................................................. 115 Work with System Jobs ............................................................................................ 116 Cancel or change the status of a system job .......................................................... 116 Duplicates Detected Form ........................................................................................ 117 Creating and Using Workflows ................................................................................ 117 Workflow Lifecycle .................................................................................................... 118
Lesson 1: Workflow structure ............................................................................................................... 118
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Monitor and Manage Workflows .............................................................................. 120 Work with Workflows ................................................................................................ 121 Create or edit a workflow ......................................................................................... 121 Add or change dynamic values in a workflow ........................................................ 124 Creating and Using Workflows ................................................................................ 125 Publish or unpublish a workflow ............................................................................. 126 Specify Workflow Condition Form........................................................................... 126 Specify the conditions for a workflow step ............................................................ 127 Add or change dynamic values in a workflow ........................................................ 127 Start an On-Demand Workflow ................................................................................ 129 Creating and Using Dialogs ..................................................................................... 129 Understanding dialogs structure ............................................................................. 129 Work with dialogs ..................................................................................................... 130 Start a dialog ............................................................................................................. 131
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Administrators Guide - Setting Up Your Organization Create or change the settings for a business unit
Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Business Units. 2. Do one of the following: Create a new business unit a. On the Actions toolbar, click New. b. In the Business Unit form, enter the information that you want for the new business unit.
On the General tab, enter a name for the new business unit.
Microsoft Dynamics CRM fills the Parent Business field with the name of the root business unit. You can use the Lookup button to change the value in the Parent Business field if a new business unit has a different parent.
You can also fill in any other fields that you want, including a division and contact information. On the Addresses tab, you can enter information for the business unit's Bill to and Ship to
addresses. c. Click Save. After saving the record, you can click the record types under Organization to see a list of related records, and to change the settings for selected records. Change the settings for an existing business unit d. Under Common, click Information, and then select the General or Addresses tab and enter or change values. You cannot delete or rename a business unit. e. Under Organization or System Jobs, select a record type to see the list of related records, and to change the settings for selected records. Use the buttons on the Actions toolbar to add new records, enable or disable a listed record, and make other changes. 3. Click Save or Save and Close. Note You cannot change the name of or delete a business unit after it has been created.
2011 Administrators Guide: Erro! Use a guia Incio para aplicar Heading 1 ao texto que dever aparecer aqui.
Tip To add users to a business unit: a. In the Navigation Pane, click Settings, click Administration, and then click Users. b. Select one or more users, and then on the Actions menu, click Change Business Unit.
Related Topics
Work with Business Units ........................................................................................................... 11 Controlling Data Access ................................................................................................................ 8
Create a new business unit

a. On the Actions toolbar, click New. b. In the Business Unit form, enter the information that you want for the new business unit.
addresses. c. Click Save. After saving the record, you can click the record types under Organization to see a list of related records, and to change the settings for selected records.
Set auto-number formats

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Auto-Numbering. 2. In the Set Auto-Numbering dialog box, click a tab to select the record type that you want to change. 3. In the Prefix box, enter up to 3 characters, symbols, or numbers. Prefixes are system-wide and are used for all system-generated numbers for the selected record type. If you change the prefix for a record type, it will not change the prefix of numbers that have already been assigned. 4. In the Number box, enter the starting number.
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If you have not set a numbering format before, the Number box displays 1000. After you set the numbering format and save your settings, this field is set to read-only and you cannot modify it. 5. If you are setting auto-numbering formats on any tab except Articles, in the Suffix Length list, click a number. In the confirmation message, click OK. 6. To save your settings, click OK. Notes The suffix is used for records that were created while you were offline and for which the number cannot be guaranteed to be unique. The prefix of the tracking token for e-mail messages is set in the System Settings area. More information: Manage System Settings
Set system-wide settings

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions Use this dialog box to set system-level settings for Microsoft Dynamics CRM. Step-by-step Help is available for the settings on each tab. More information: Manage System Settings 1. In the Navigation Pane, click Settings, click System, click Administration, and then click System Settings. 2. On the following tabs, make any changes:
General
Set the options that affect how names and currency are displayed, how records are shared, and if attachments are allowed.
Calendar
Set the maximum length of an appointment.

Formats
Set the regional format for how numbers, currency, time, and dates are displayed.
Auditing
Select to start auditing and choose which areas to audit.

E-mail
Set the options that control how e-mail is tracked and managed.
Marketing
Set the options that control how marketing campaign e-mail features are managed.
Customization
Set whether Microsoft Dynamics CRM can be opened in application mode.

Outlook
Set the options for how users can synchronize with Microsoft Dynamics CRM for Outlook.
Reporting
Specify report categories.

Goal
Set the roll-up frequency and expiry time. 3. To save your changes and close the dialog box, click OK.
Related Topics
Manage a User's Record............................................................................................................. 17
Set fiscal year settings

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions Warning Fiscal year options affect the way in which your organization's data is stored in the Microsoft Dynamics CRM database. Therefore, you can set the fiscal year options only once. You cannot change these settings after you have set them. 1. In the Navigation Pane, click Settings, click Business Management, and then click Fiscal Year Settings. 2. You must enter information in the following fields:
Start Date
Select the date you want the fiscal year to start.

Template
Select the template that describes how your fiscal year is divided.
Fiscal Year
Select how you want to display the fiscal year.

Named Based On
This setting will determine whether the fiscal year name is displayed based on when the fiscal year starts or when it ends.
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Fiscal Period
Select the abbreviation you want to display to represent the fiscal period.
Display As
Select whether you want a space, no space, a hypen, or a dash between the fiscal year abbreviation and the year. 3. To save your settings, click OK.
Related Topics
Work with salespeople ................................................................................................................ 40 Work with Territories ................................................................................................................... 38
Work with connections

A connection allows you to show how a record relates to you. You can use it to identify a contact as your colleague or how a record relates to another record, such as an account referred by a coworker. 4. Select the record to which you want to add a connection to, and in the Collaborate group, click Connect. 5. Next to the Name field, click the Lookup button connect to. to search for and select the record you want to
6. Next to the As this role field, click the Lookup button connect to. 7. If needed, click Details, and then click the Lookup button the connection. 8. Click Save or Save and Close. Can I do this task?
to select the role for the record you want to
to search for and select a new owner for
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions Deleting a connection is permanent and cannot be undone. Consider deactivating a connection if you want to keep a record of the connection but do not want it to be an active record. 9. Open the record from which you want to delete the connection. 10. Under Common, click Connections. 11. Select the connection you want to delete and, in the Records group, click Delete Connection.
Related Topics
Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions 12. Open the record for which you want to view the connections. 13. Under Common, click Connections. Note Open a connection to view details about it.
Related Topics
Using Connect to Define How Records Relate ........................................................................... 27
Work with connections and connection roles

Connection Roles define how records are related to you, to your organization, or to one another. Concepts: About Connections and Connection Roles (see "Using Connect to Define How Records Relate" on page 27)
Set preferences for product updates

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions If you want to know when updates have been released for Microsoft Dynamics CRM, you can sign up to receive e-mail notifications. Notifications may include information on security updates, updates to Microsoft Dynamics CRM that address feature requests from customers, or the release of a new version of Microsoft Dynamics CRM. 1. In the Navigation Pane, click Settings, click Administration, and then click Product Updates. 2. In the Microsoft Dynamics CRM Product Updates form, sign in to the Windows Live ID service. 3. Select the Subscribe box, confirm your e-mail format, e-mail address, and privacy options, and then click Continue.
Create or edit a site

Can I do this task?
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This task requires the System Administrator or System Customizer security role or equivalent permissions.More information about specific permissions and performing this task while offline: Service Scheduling Permissions For help gathering the right information, see the Site worksheet in the Microsoft Dynamics CRM 4.0 Implementation Guide http://go.microsoft.com/fwlink/?LinkId=165665. 1. In the Navigation Pane, click Settings, click Business Management, and then click Sites. 2. On the Actions toolbar, click New.
3. On the General tab, you must enter information in the following boxes:
Name
Enter 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. 4. To enter the physical address of the site, click Address. 5. If the time zone for the site is different from the rest of the organization, in the Time Zone list, click the time zone. 6. Click Save. 7. To add resources, under Common, click Resources. 8. Click Save or Save and Close.
Set system-wide privacy preferences

Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions Your organization can participate in the Customer Experience Improvement Program for Microsoft Dynamics CRM. If you participate, Microsoft collects anonymous information about your hardware configuration and how you use Microsoft hardware and services in order to identify trends and usage patterns. No personal information is collected. Microsoft uses this information to improve the products and features you use most often. 1. In the Navigation Pane, click Settings, click Administration, and then click Privacy Preferences. For more information about the Customer Experience Improvement Program program, click the Learn more about what Microsoft Dynamics CRM data will be collected and sent to Microsoft link. 2. Select or clear the check box. 3. Click Save or Save and Close.
Determining E-mail Access for Your Organization

People in your organization can send or receive e-mail with Microsoft Dynamics CRM and the messages are saved as e-mail activities. If your organization does not use Microsoft Dynamics CRM to send or receive messages, then you do not need to do anything further and the rest of this topic does not apply. Important If someone on your system tries to send e-mail, and the system is not set up correctly, the e-mail record status may show as "Sent", but a warning will indicate that the e-mail is waiting to be submitted.
Controlling Data Access

To control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration where appropriate. You do this by setting up business units, security roles, and field security profiles.
Business Units
A business unit basically is a group of users. Large organizations with multiple customer bases often use multiple business units to control data access and define security roles so that users can access records only in their own business unit.
Security Roles
A security role defines how different types of records can be accessed by one category of users, such as all salespeople. To control access to data, you can modify existing security roles, create new security roles, or change which security roles are assigned to each user. Each user can have multiple security roles. Security role privileges are cumulative: when a user has more than one security role, the user will have any privilege allowed in any of the assigned security roles. Each security role consists of record-level privileges and task-based privileges. The access level for each privilege determines which records can be accessed: None, User, Business Unit, Parent: Child Business Unit, and Organization. Each type of record is either user-owned or organization-owned. Record-level privileges define what tasks a user with access to the record can do, such as Read, Create, Delete, Write, Assign, Share, Append, and Append To.
Overriding Security Roles

The owner of a record or a person who has the Share privilege on a record can share a record with other users or teams. Sharing can add Read, Write, Delete, Append, Assign, and Share privileges for specific records. More information: Share or Assign Records and Views Teams are used primarily for sharing records that team members ordinarily couldn't access. More information: Work with Teams (on page 14) It is not possible to remove access for a particular record. Any change to a security role privilege applies to all records of that record type.
Securing Custom Fields

In Microsoft Dynamics CRM, fields on forms can have read, create, and update permissions. Create or change custom field permissions using the Field Security setting on the field customization form and by establishing Field Security Profiles. Field security profiles are similar to security roles in Microsoft Dynamics CRM. Both specify what users or groups of users can see, modify, or create in Microsoft Dynamics CRM. When creating a custom field on a form, you have the option to use field security. Using field security for a field limits access to a field based on a user's field security profile. Not using field security for a field bases any restrictions to the field only on a user's security role.
Work with Security Roles

Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions Before editing a security role, you should understand how data access is controlled. More information: Controlling Data Access (on page 8) The recommended way to create a new security role is to copy an existing security role and modify it. More information: Select the Copy a security role option. 4. In the Navigation Pane, click Settings, click Administration, and then click Security Roles. 5. To edit a security role, double-click the security role. - OR To create a new security role, on the Actions toolbar, click New, and on the the Common tab, type the name of the security role. Tip You cannot modify the System Administrator security role. To create a security role similar to the System Administrator security role, copy the System Administrator security role to a new security role, and make changes to the new security role. 6. Set the privileges on each tab. To change the access level for a privilege, click the symbol. Every time that you click, the access level changes and the symbol cycles through the applicable symbols for that record and access level. The possible access levels depend on whether the record type is organization-owned or user-owned. Tip To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times. 7. Click Save or Save and Close.
Note If you need to back up your security role changes, or export security roles for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export Customizations and Configurations
Related Topics
Controlling Data Access ................................................................................................................ 8 View Your User Profile ................................................................................................................ 26 Work with Security Roles .............................................................................................................. 9
Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions If you want to create a security role that is similar to another security role, you can copy a security role with a new name and then modify the privileges and access levels for the new security role. You cannot copy a security role to a different business unit. 1. In the Navigation Pane, click Settings, click Administration, and then click Security Roles. 2. Select the security role you want to copy. 3. On the Actions toolbar, click Actions, and then click Copy Role. 4. In the Copy Security Role dialog box, in the New Role Name box, type the name for the new security role. 5. If you want to change the privileges for the new security role, select the Open a new security role when copying is complete check box. 6. Click OK. Note If you need to back up your security role changes, or export security roles for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export Customizations and Configurations
Related Topics
Controlling Data Access ................................................................................................................ 8 Manage a User's Record............................................................................................................. 17 Work with Security Roles .............................................................................................................. 9
Can I do this task?

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This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. In the list, select the user to whom you want to assign a security role. 3. On the Actions menu, click Manage Roles. The security roles listed are those that have been created for the business unit associated with the user or users. Note that this means users can be assigned only the security roles for the business unit with which they have been associated. 4. In the Manage User Roles dialog box, select one or more of the security roles that you want to assign to the user or users, and then click OK.
Related Topics
Controlling Data Access ............................................................................................................... 8 Manage a User's Record ............................................................................................................ 17 Work with Security Roles .............................................................................................................. 9 Work with Your User Record and Work Hours ........................................................................... 18
Work with Business Units Create or change the settings for a business unit
Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Business Units. 2. Do one of the following: Create a new business unit d. On the Actions toolbar, click New. e. In the Business Unit form, enter the information that you want for the new business unit.
addresses. f. Click Save. After saving the record, you can click the record types under Organization to see a list of related records, and to change the settings for selected records.
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Change the settings for an existing business unit g. Under Common, click Information, and then select the General or Addresses tab and enter or change values. You cannot delete or rename a business unit. h. Under Organization or System Jobs, select a record type to see the list of related records, and to change the settings for selected records. Use the buttons on the Actions toolbar to add new records, enable or disable a listed record, and make other changes. 3. Click Save or Save and Close. Note You cannot change the name of or delete a business unit after it has been created. Tip To add users to a business unit: a. In the Navigation Pane, click Settings, click Administration, and then click Users. b. Select one or more users, and then on the Actions menu, click Change Business Unit.
Related Topics
Work with Business Units ........................................................................................................... 11 Controlling Data Access................................................................................................................ 8
Assign a different parent business unit

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions When you reassign a business unit, any child business units will also move with it. 1. In the Navigation Pane, click Settings, click Administration, and then click Business Units. 2. Select the business unit with settings that you want to change. 3. On the Actions toolbar, click Actions and then select Change Parent Business. 4. In the Change Parent Business dialog box, in the New parent business box, search for the business unit that you want. 5. In the Change Parent Business dialog box, click OK.
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Related Topics
Work with Business Units ........................................................................................................... 11 Controlling Data Access ............................................................................................................... 8
Change the business unit for a record

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions You can change the business unit for an individual facility, equipment, or user. Warning By changing the business unit for a user, you remove all security role assignments for the user. At least one security role must be assigned to the user in the new business unit. More information: Work with Security Roles (on page 9) 1. In the Navigation Pane, click Settings, click Administration, and then click Business Units. 2. Double-click a business unit to open it. 3. Under Organization, click Facilities/Equipment. - OR Under Organization, click Users. 4. Select the facility, equipment, or user for which you want to change the business unit. 5. On the Actions menu, click Change Parent Business. 6. In the Change Parent Business dialog box, select a new business unit, and then click OK. 7. To save your changes and close the dialog box, click OK.
Related Topics
Manage a User's Record ............................................................................................................ 17 Work with salespeople ................................................................................................................ 40 Work with Business Units ........................................................................................................... 11 Controlling Data Access ............................................................................................................... 8
Enable or disable a business unit

Can I do this task?
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This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions When you disable a business unit, the business unit and every child business unit are also deactivated, and all users of these business units cannot log on to Microsoft Dynamics CRM. You cannot delete or rename a business unit. 1. In the Navigation Pane, click Settings, click Administration, and then click Business Units. 2. Select the business units that you want to activate or deactivate. 3. On the Actions menu:
Click Enable to activate a business unit. Click Disable to deactivate a business unit.
4. In the confirmation message, click OK. Tip If a child business unit no longer belongs under its parent, but you do not want to deactivate it, you can move it to another parent.
Related Topics
Work with Business Units ............................................................................................................ 11 Controlling Data Access ................................................................................................................ 8
Work with Teams

You can delete a team after it is created or deactivate a team by removing all the members from the team. To reactivate the team in the future, just add new members to it. What else can I do? More tasks...
Create or edit a team

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Teams. 2. On the Teams tab, in the Records tab, click New. 3. In the General section, enter or edit information or observe any noted restrictions or requirements as needed:
Team Name
Enter a unique name that describes the team's purpose, business focus, location, or other meaningful characteristics.
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Business Unit
Click the Lookup button to search for and select a business unit. By default, Microsoft Dynamics CRM selects the root business unit, the top-level business unit based on the organization name entered during the installation.
Administrator
Click the Lookup button

Description
to search for and select an administrator for the team.
Enter any additional details about the team. 4. Click Save or Save and Close.
Related Topics
Work with Teams ........................................................................................................................ 14 Work with Your User Record and Work Hours ........................................................................... 18 Manage a User's Record ............................................................................................................ 17 Managing Users .......................................................................................................................... 16 Controlling Data Access ............................................................................................................... 8
Add or remove team members

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions After you create a team, you can add members to it. Team members can belong to more than one business unit. When team members are reassigned within your organization, you can remove them from one team and add them to another. You can also remove team members when they leave the organization. 5. In the Navigation Pane, click Settings, click Administration, and then click Teams. 6. Select the team or teams that you want to change. 7. On the Teams tab, in the Actions group, click Add Members or Remove Members. 8. In the Add Members to Team dialog box or the Remove Members From Team dialog box, click the Lookup button .
9. Search for users and select the users you want to add or remove. 10. Click OK.
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Tips In a record for a team, you can add members to or remove them from the team. In an individual user record, you can add that user to or remove that user from a team.
Related Topics
Work with Teams .........................................................................................................................14 Managing Users ..........................................................................................................................16 Controlling Data Access ................................................................................................................ 8
Managing Users Add or remove users for a territory

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Business Management, and then click Sales Territories. 2. In the list, click the territory to which you want to add or remove a user.
Add members to the sales territory:
a. In the Navigation Pane, click Members. b. On the Users tab, in the Records group, click Add Members. c. In the Look Up Records dialog box, add one or more members, and then click OK.
Remove members from the sales territory:
d. In the Navigation Pane, click Members. e. In the list, select one or more members that you want to remove. f. On the Users tab, in the Records group, click Remove Members.
3. In the confirmation message, click OK. 4. On the Territory tab, click Save and Close.
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Related Topics
Work with salespeople ................................................................................................................ 40 Work with Territories ................................................................................................................... 38 Managing Users .......................................................................................................................... 16 Creating and Using Workflows ................................................................................................. 117
Manage a User's Record

Use the list of user records to add, edit, enable, and disable users, to assign security roles, and to change business units or managers for a user. You can also manage a user's working hours for scheduling. More information: Work with Weekly Schedules What else can I do? More tasks... Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions The number of users you can add is limited by the number of licenses purchased by your organization with the subscription. Each user must have a unique Windows Live ID. 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. On the Actions toolbar, point to New, and then click Multiple Users. The Add Users wizard opens. 3. If you work with more than one business unit, in the Select Business Unit dialog box, select the business unit you want to work with, and then click Next. 4. On the Select Security Roles page, select one or more security roles, and then click Next. 5. On the Select Users page, enter the user information, and then click Add. Repeat this step for all users you want to add, and then click Next. Each user must have a unique Windows Live ID. 6. If, on the Select Security Roles page, you selected security roles for the new users, you can send an invitation to use the application now or send invitations later. More information: Invite Someone to Use Microsoft Dynamics CRM Online 7. If you need to add more users, for example with a different set of security roles, click Add More Users. The wizard will start over. 8. After adding all your users, click Close. Notes To edit a specific user record, close the wizard, and then open the user record from the list. When you reach the number of licenses you have purchased with your subscription for Microsoft Dynamics CRM Online, the Next button is no longer available in the Add Users wizard.
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To add additional users, you must either disable any user records that you no longer need, or purchase additional licenses for your subscription.
Related Topics
Managing Users .......................................................................................................................... 16 Work with Teams ........................................................................................................................ 14 Work with salespeople ................................................................................................................ 40
Work with Your User Record and Work Hours

You can update some information about your own user record, including setting your work schedule. When your user record was created, the work hours were set for 24 hours a day, 7 days a week. If you have the needed privileges, there are other tasks that you can perform. More information: Manage a User's Record (on page 17) Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions Before editing a security role, you should understand how data access is controlled. More information: Controlling Data Access (on page 8) The recommended way to create a new security role is to copy an existing security role and modify it. More information: Select the Copy a security role option. 1. In the Navigation Pane, click Settings, click Administration, and then click Security Roles. 2. To edit a security role, double-click the security role. - OR To create a new security role, on the Actions toolbar, click New, and on the the Common tab, type the name of the security role. Tip You cannot modify the System Administrator security role. To create a security role similar to the System Administrator security role, copy the System Administrator security role to a new security role, and make changes to the new security role. 1. Set the privileges on each tab. To change the access level for a privilege, click the symbol. Every time that you click, the access level changes and the symbol cycles through the applicable symbols for that record and access level. The possible access levels depend on whether the record type is organization-owned or user-owned. Tip
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To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times. 1. Click Save or Save and Close. Note If you need to back up your security role changes, or export security roles for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export Customizations and Configurations
Related Topics
Controlling Data Access ................................................................................................................8 Work with Security Roles ...............................................................................................................9
Work with Announcements

You can view Announcements in the Workplace area.
View announcements
Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Configuration Permissions 1. Under Workplace, click Announcements.
Related Topics
Work with Announcements ......................................................................................................... 19 Controlling Data Access ............................................................................................................... 8
Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, 2. On the Actions toolbar, click New. 3. On the Announcement tab, enter information or observe any noted restrictions or requirements as needed:
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and then click Announcements.
Title
Enter a title that clearly and unambiguously describes the nature and purpose of the announcement.
Body
Enter the entire text of the announcement. You can cut and paste an announcement text from another application. However, any formatting will be lost. 4. Under Additional Settings, you can also enter additional information. More Information URL Enter a Web address path for a Web site with more details related to the announcement. A Web address that does not include "http://" is automatically expanded to a full Web address. In the announcement, the Web address is an active external link. Expiration Date Enter the expiration date for the announcement, or click the Select Date button to select the date.
When an announcement expires, its expiration date cannot be updated. Microsoft Dynamics CRM removes it from the Announcements area, and you must create a new announcement. 5. Click Save or Save and Close. Note You must enter the date in the format your organization has set for dates. For example, 01/01/2006 or 31.12.2005. If you omit leading zeros in a date, Microsoft Dynamics CRM will add them automatically. For example, when you type 1/1/06, Microsoft Dynamics CRM will display it as 01/01/2006, if that is the date format of your organization.
Related Topics
Controlling Data Access ................................................................................................................ 8
Work with Integrated Instant Messenging

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions If you have Microsoft Office Communicator 2007, MSN Messenger, or Live Messenger installed, you can send an instant message to any user, contact, opportunity, or lead in Microsoft Dynamics CRM with an e-mail address and using one of the instant messaging applications listed. Note You may need to add the Microsoft Dynamics CRM server URL to the list of Internet Explorer trusted sites for the online presence to display. See online Help in Internet Explorer for instructions.
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Record types and columns that can display online presence Contact records: Full Name Lead records: Primary Contact Opportunity records: Potential Customer All customer records: Users All customer records: Owner All customer records: Modified By .
To access the menu, click the Online Presence Jewel
A green jewel indicates the person can receive an instant message and is available. A red jewel indicates the person is busy. You can send a message, but they may not respond immediately. A yellow jewel indicates the person is away or out of the office. A orange jewel indicates the person's online status is unknown. There are other communication methods available from the menu.
Enabling online presence

There are two ways to enable the online presence for a personal view. Adding the associated e-mail address for a user or contact enables online presence on the related column. For example, adding the owner's e-mail column to a view enables the presence on the owner column. If you do not want to include the e-mail column, you can also customize the view to enable online presence. These two example procedures describe how to add a presence to a saved view. If you have the correct permissions, you can also edit a system view for an entity to enable the presence. More information: Work with Views To add an e-mail column to a saved view i. j. k. l. In the list view you want to add online presence, click Advanced Find. In the Advanced Find form, click Edit Columns. In Common Tasks, click Add Columns Select one of the e-mail related check boxes. For example, select E-mail.
m. Click OK twice. n. In the Advanced Find form, click Find. To save the view, click Back to Query, and then, on the Actions toolbar, click Save As. To enable the online presence on a column in a saved view a. In the Accounts or Contacts area, click Advanced Find. b. In the Advanced Find form, click Edit Columns. c. Do one of the following: g. Select one of the columns that can display online presence, such as Full Name and then click OK.
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h. Select the Full Name column, and then click Change Properties. i. j. Select the Enable Presence for this column check box, and then click OK. To save your changes and close the dialog box, click OK.
k. In the Advanced Find form, click Find. To save the view, click Back to Query, and then on the Actions toolbar, click Save As. Note You cannot enable presence on columns for related record types or on deleted columns.
Send or Copy a Shortcut

Only another Microsoft Dynamics CRM user who has permission to see the view or the record will be able to open the record. Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions You can send a link to a specific record or group of selected records in Microsoft Dynamics CRM in an e-mail message to any user. This feature does not use Microsoft Dynamics CRM e-mail; it uses your default Microsoft Internet Explorer email. If the person receiving the e-mail does not have permissions to the view, they will receive an error. Not all views are available. No activity is created for this action. You can also copy the shortcut and paste it into any document. 1. In the list of records, select the record that you want. Or, select multiple records Select several records by pressing the CTRL key while you click each record. Select a sequence of records by clicking the first record that you want, and then press the SHIFT key while you select the last record that you want. Select all records on the page by selecting the Select/clear all records on this page check box at the top of the list. By default, the Microsoft Dynamics CRM Web application displays 50 records per page. You can increase this up to a maximum of 250 records per page to increase the number of records you can select at one time. To increase the number of records displayed per page: 1. On the File menu, click Options. 2. On the General tab, in the Records Per Page list, select the number of records to display per page. 3. Click OK. This changes the number of items that is displayed for all lists, which may slow response time when you switch record types. Therefore, you might want to set it back to a smaller number when you are done with this bulk action.
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2. Do one of the following: Send a shortcut in an e-mail a. On the Actions toolbar, click E-mail a Link, and then click Of Selected Item. b. Complete the e-mail form and send. Tip If you are working in Microsoft Dynamics CRM for Outlook and you want to track this e-mail, you can use Track in CRM. Copy a shortcut a. On the Actions toolbar, click Copy a Link, and then click Of Selected Item. b. Paste the shortcut into any application that supports copy and paste. For example, in Microsoft Office Word, press CTRL+V. Important The shortcut is not a snapshot of the data, but a link to the live data. Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions You can send a link to a specific saved view in Microsoft Dynamics CRM in an e-mail message to any user. This feature does not use Microsoft Dynamics CRM e-mail; it uses your default Microsoft Internet Explorer email. If the person receiving the e-mail does not have permissions to the view, they will receive an error. Not all views are available. No activity is created for this action. You can also copy the shortcut and paste it into any document. Pages that you cannot e-mail or copy Contract Template list Article list
1. In any available, saved view, do one of the following: Send a shortcut in an e-mail a. On the Actions toolbar, click E-mail a Link, and then click Of Selected Item. b. Complete the e-mail form and send. Tip If you are working in Microsoft Dynamics CRM for Outlook and you want to track this e-mail, you can use Track in CRM. Copy a shortcut a. On the Actions toolbar, click Copy a Link, and then click Of Current View. b. Paste the shortcut into any application that supports copy and paste. For example, in Microsoft Office Word, press CTRL+V.
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Important The shortcut is not a snapshot of the data, but a link to the live data.
Install Microsoft Dynamics CRM E-mail Router

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: E-mail Permissions (on page 25) The Microsoft Dynamics CRM E-mail Router can be downloaded from the Microsoft Download Center and then installed. 1. Go to the Download Microsoft Dynamics CRM E-mail Router (see Download Microsoft Dynamics CRM Email Router - http://go.microsoft.com/fwlink/?LinkId=109617) page, in the Microsoft Download Center, and run the setup program. 2. On the Microsoft Dynamics CRM Setup screen, click E-mail Router, and follow the instructions in the setup wizard. 3. For information about how to use the connector after you have the E-mail Router installed, see E-mail Router Help. Important After installing E-mail Router, there are user e-mail configurations that need to be set. See the procedure, "Set the e-mail access method for a user or a queue."
Related Topics
Determining E-mail Access for Your Organization ....................................................................... 8
Work with E-mail Templates

E-mail templates provide boilerplate text and Microsoft Dynamics CRM data for e-mail messages. These templates cannot be used with Microsoft Office Word mail merges. Concepts: Managing E-mail Activities Work with Mail Merge Templates
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E-mail Permissions Permissions required for e-mail-related tasks

The following table shows the default security roles required to perform each task, and whether the task can be performed while using the Microsoft Dynamics CRM for Outlook offline. Because some tasks require special privileges, the table may also show these privileges. E-mail Tasks Create messages Send invitation to a new user Default Security Roles and Special Privileges Security roles: Any Security roles: System Administrator Privileges: Send Invitation Create personal e-mail templates Security roles: Any Privileges: Publish E-mail Templates Security roles: Default management security roles Yes Yes Can Task Be Done Offline? Yes No
Create and edit organizational e-mail templates
Microsoft Office Word Mail Merge Tasks Create a mail merge document
Default Security Roles and Required Privileges Security roles: Any Privileges: Web Mail Merge or Mail Merge
Can Task Be Done Offline? Yes. Activities will not be created, and you cannot create a quick campaign. Yes. Activities will not be created.
Print a quote with a mail merge document
Security roles: Any Privileges: Web Mail Merge or Mail Merge Mail Merge Template:Create,Write
Create and edit Security roles: Default organizational templates for management security roles Microsoft Office Word Mail Privileges: Publish Mail Merge Merge Templates To Organization
Yes
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Related Topics
E-mail Permissions ......................................................................................................................25 Work with E-mail Templates ........................................................................................................24 Controlling Data Access ................................................................................................................8 1. In the list of records, open the record that you want. 2. Click the File tab. 3. Click Properties. Tip If you do not have permissions that you need to do your job, contact your manager. More information: Requesting User Interface Changes
Related Topics
View Your User Profile

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions Your user profile displays information about you, including general information such as your contact information and addresses, what teams and resource groups you belong to, which services you can perform, and your work hours and security roles. This information is visible to the entire organization. Depending on your security role, you may be able to make changes to your user profile. If you are working in Microsoft Dynamics CRM for Outlook, you can view this information from the User form. More information: Work with Your User Record and Work Hours (on page 18) 1. Click the File tab, and then click Options. 2. In the Set Personal Options dialog box, click the General tab. 3. At the bottom of the page, click the View your user information link. The User form with your information opens. 4. To view details or make changes, under Common or Service click any of the following:
Teams Roles Quotas 26
Work Hours Services Resource groups Workflows
5. To close the form, on the File menu, click Close. 6. To close the Set Personal Options dialog box, click OK.
Related Topics
Controlling Data Access ............................................................................................................... 8
Using Connect to Define How Records Relate

In Microsoft Dynamics CRM, create and view the relationship between two records by using Connect. When you open a record, view all of the connections between it and other records by clicking Connections. Microsoft Dynamics CRM offers several different roles you can use to identify your connection types. The options are not limited. Your system administrator can add new role types.
Work with connections

A connection allows you to show how a record relates to you. You can use it to identify a contact as your colleague or how a record relates to another record, such as an account referred by a coworker. 1. Select the record to which you want to add a connection to, and in the Collaborate group, click Connect. 2. Next to the Name field, click the Lookup button connect to. to search for and select the record you want to
3. Next to the As this role field, click the Lookup button connect to. 4. If needed, click Details, and then click the Lookup button the connection. 5. Click Save or Save and Close. Can I do this task?
to select the role for the record you want to
to search for and select a new owner for
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions Deleting a connection is permanent and cannot be undone. Consider deactivating a connection if you want to keep a record of the connection but do not want it to be an active record.
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1. Open the record from which you want to delete the connection. 2. Under Common, click Connections. 3. Select the connection you want to delete and, in the Records group, click Delete Connection.
Related Topics
Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions 1. Open the record for which you want to view the connections. 2. Under Common, click Connections. Note Open a connection to view details about it.
Related Topics
Using Connect to Define How Records Relate ........................................................................... 27
Work with connections and connection roles

Connection Roles define how records are related to you, to your organization, or to one another. Concepts: About Connections and Connection Roles (see "Using Connect to Define How Records Relate" on page 27)
Using Connect to Define How Records Relate

In Microsoft Dynamics CRM, create and view the relationship between two records by using Connect. When you open a record, view all of the connections between it and other records by clicking Connections. Microsoft Dynamics CRM offers several different roles you can use to identify your connection types. The options are not limited. Your system administrator can add new role types.
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Managing Relationship Roles

Relationship Roles
Not to be confused with entity relationships, relationship roles are definitions of how specific account, opportunity, and contact records can be related to one another in Microsoft Dynamics CRM. Using Relationship Roles Types of Relationships Managing Relationship Roles
Using Relationship Roles

Relationship roles are more flexible than those defined in an entity relationship, but they are limited to account, contact, and opportunity records. Relationships defined using relationship roles can be easily viewed within records, but they can also be used with Advanced Find to identify groups of records that share a common relationship role. Relationship information can also be presented in reports, such as the Account Overview report. There can be any number of relationships that may not be appropriate for your organization to track using an entity relationship. These may include: Family relationships (father, sister, brother, spouse/partner, cousin) Social relationships (tennis partner, golf partner, club member, friend) Sales relationships (champion, influencer, stakeholder, referrer, gatekeeper) Business relationships (supplier, partner, consultant, contractor, competitor, former employer)
Types of Relationships
Users can create two types of relationships: Customer Relationships
Customer records can be related to other customer records. Customer relationships allow for a label for each of the two parties in the relationship. Customer relationships are reciprocal. The relationship defined for one record is also available in the
other customer record.

Opportunity relationships cannot be created from customer records.
Opportunity Relationships
Opportunities can be related to customer records. Opportunities cannot be related to other opportunities.
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Managing Relationship Roles

After users choose the records that will participate in the relationship, they can select from available labels in the respective relationship form. Only valid labels based on the definition of the entity types in the relationship role are displayed. Managing Relationship roles is the task of choosing the labels that will represent valid options when users define these types of relationships. When you define the labels, you also define which combination of account, contact, or opportunity records will be valid for the label. Setting consistent relationship roles allows users to select meaningful labels for the relationship roles they set that can be used in a report or an Advanced Find query. Users are not required to choose labels when they set relationships. They can just enter a description in the relationship.
Work with Relationship Roles Relationship Roles Dialog Box

Use this dialog box to view, create, and edit relationship roles. Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. Customization tasks can be performed only while you are online. More information: Customization Permissions Relationship roles represent standard labels that can be used to identify relationships that exist between accounts, contacts, and opportunities. 1. In the Navigation Pane, click Settings, click Business Management, and then click Relationship Roles. 2. On the Actions toolbar, click New. In the Role Name box, enter a name for the relationship role. - OR Double-click the Relationship Role you want to edit. 3. In the Role Availability section, select the check boxes in the table that specify in which entities the relationship role will be available, and to which entities the relationship role can be related. These relationships determine in which records the new relationship role will appear. 4. Click Save or Save and Close. Note If you need to back up relationship roles, or export them for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations.
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Tip To create a standard label called "Business Decision Maker" that can be used to add a relationship for a contact to either an account or an opportunity, select the Account and Opportunity check boxes in the Contact Role for option.
Related Topics
Work with Relationship Roles ..................................................................................................... 30 Managing Relationship Roles ..................................................................................................... 29
Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. Customization tasks can be performed only while you are online. More information: Customization Permissions When you create a relationship role, it is automatically activated and ready to use to define relationships between account, opportunity, and contact records. You cannot delete a relationship role, but you can deactivate it and make it unavailable for defining relationships. If you deactivate a relationship role, the records linked with a relationship based on that relationship role remain linked. 1. In the Navigation Pane, click Settings, click Business Management, and then click Relationship Roles. 2. In the list of records, select the relationship role or roles you want to activate or deactivate. 3. To activate or deactivate a relationship role, do the following:
On the Actions menu, click Activate to activate a deactivated relationship role. On the Actions menu, click Deactivate to deactivate an active relationship role.
4. In the confirmation message, click OK. Tips In the View list, you can select specific filtered lists of relationship roles that you can activate or deactivate. All Active Relationship Roles lists only active relationship roles, and All Inactive Relationship Roles lists only deactivated relationship roles. Other views can list both active and deactivated relationship roles. You can also activate or deactivate a relationship role from the Actions Relationship Role form. menu on the
Related Topics
Managing Relationship Roles ..................................................................................................... 29 Relationship Roles Dialog Box .......................................................Erro! Indicador no definido. Work with Relationship Roles ..................................................................................................... 30
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Customer Relationship Form

Use the Customer Relationship form to specify the type of relationship between accounts and contacts and the relationship role that they have relative to each other; that is, how they affect, influence, or contribute to each other. Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions In Microsoft Dynamics CRM, you can create relationships between one customer record and one or more other records. These relationships are defined by their relationship role. The relationship that you set up is based on your selection on the Customer Relationship form. 1. In the Navigation Pane, click Sales, and then click either Accounts or Contacts. 2. In the list of accounts or contacts, open the record that you want. 3. In the record, click the Add tab. 4. In the Create Relationship group, click Relationship, and then select, Customer Relationship. 5. On the Customer Relationship form, enter information in the following boxes:
Party 1
This field automatically displays the name of the customer whose record you opened.
However, you can click the Lookup button
to search for and select a different account or contact record. If you do so, the new relationship that you set up will not appear in the customer record that you originally opened.
Party 2
Select the customer record that you want to associate with the Party 1 record. Click the Lookup button to search for an account or contact record.
Role 1
Select an option from the list. This field can be customized, so the values will vary. Your organization might set up relationship roles, to indicate the role of your customers as they relate to your business. This field is not required. If there are no relationship roles in the list or the relationship role you want is not listed, contact your system administrator and ask them to add the relationship role to the Relationship Roles area, which is located in the Settings area.
Description 1
Use this field to provide additional information about the relationship.

Role 2
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In the list, click the relationship role that best describes the relationship of Party 1 to Party 2. The same items will appear in the list for Role 1 and Role 2. For example, if you selected Supplier from Role 1, you might select Retailer from Role 2.
Description 2
Use this field to provide additional information about the relationship. 6. Click Save or Save and Close. 7. Close the account or contact record.
Important You cannot create duplicate relationships between records. For example, if there is already a relationship between the account Fabrikam, Inc, with the role of distributor, and the account, Litware, Inc, with the role of seller, you cannot create the same relationship between the records.
Note To remove a relationship, open the account or contact, and then in the Navigation Pane, under Common, click Relationships. In the list of relationships, select the relationship that you want to delete, and then on the Actions toolbar, click the Delete button delete the customer records. . Deleting the relationship does not
Related Topics
Opportunity Relationship Dialog Box

Use this dialog box to specify the type of relationship between opportunities, accounts, and contacts and the role that they have relative to each other; that is, how they affect, influence, or contribute to each other. Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions You associate opportunities with accounts or contacts by creating an opportunity relationship between them. The relationship you set up is based on your selections on the Opportunity Relationship form. Therefore, if you want to create a relationship between an account or contact and an opportunity, be sure that you complete the form. 1. In the Navigation Pane, click Sales, and then click Opportunities.
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2. In the list of opportunities, open the opportunity to which you want to add a relationship with a customer record. 3. Click the Add tab. In the Create Relationship group, click Relationship. 4. On the Opportunity Relationship form, enter this information:
Opportunity
This is a required field. If you opened the form from an opportunity record, the opportunity is automatically listed on the form. Click the Lookup button
Customer
to select a different opportunity.
This is a required field. If you opened the form from an account or contact record, the account or contact is automatically listed on the form. Click the Lookup button account or contact.
Customer Role
to search for and select an
Select an option from the list. This field can be customized, so the values will vary. Your organization might set up relationship roles, to indicate the role of your customers as they relate to your business. This field is not required. If there are no relationship roles in the list or the relationship role you want is not listed, contact your system administrator and ask them to add the relationship role to the Relationship Roles area, which is located in the Settings area.
Description
Use this field to provide additional information about the relationship. 5. Click Save or Save and Close. Repeat this step to save the account or contact. Notes To remove a relationship, open the opportunity, and then under Common, click Relationships. In the relationships list, click the relationship that you want to delete, and then, on the Actions toolbar, click the Delete button . You cannot set up duplicate relationships between a customer record and an opportunity. For example, if you create a relationship between an account and the opportunity, and the customer's relationship role is set to Distributor, you cannot create a new relationship for the account that uses the same customer opportunity and relationship role.
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Related Topics
Changing Regional and Language Options for Your Organization

You can change the format in which Microsoft Dynamics CRM Online displays dates, times, numbers, and currencies. If you have purchased the appropriate subscriptions for Microsoft Dynamics CRM Online, you can also select the language in which Microsoft Dynamics CRM Online displays the user interface and Help. Important If you are running Microsoft Dynamics CRM for Microsoft Office Outlook, before you can enable additional languages, you must download one or more Language Packs http://go.microsoft.com/fwlink/?LinkId=200478 on the same computer.
Adding and Removing Currencies

Similar to setting the base language, you select your organization's base currency during the purchasing process for a subscription to Microsoft Dynamics CRM. After the base currency is set, it cannot be changed. However, if your organization uses more than one currency to track financial transactions, you can add more currencies to your implementation of Microsoft Dynamics CRM. More information: Language Settings Dialog Box (on page 36)
Activate or deactivate a currency

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Business Management, and then click Currencies. 2. On the Actions toolbar, click Actions, and then click one of the following:
Deactivate
- OR Activate
3. In the confirmation dialog box, click OK.
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Note Deactivating currency records does not remove the currency information stored in existing records, such as opportunities or orders. Any transactions that were recorded in a deactivated currency retain the original currency information, but users will no longer be able to select the deactivated currency for new transactions.
Related Topics
Changing Regional and Language Options for Your Organization ............................................ 35
Language Settings Dialog Box

Concepts: Changing Regional and Language Options for Your Organization (on page 35) Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Languages. 2. Select the check boxes for each language you want to enable, and clear any check boxes that you want to disable. 3. Click Apply. Microsoft Dynamics CRM enables the languages you selected and disables the languages you cleared. 4. When you have finished enabling and disabling languages, click Close. Important The base language cannot be disabled. If you are running Microsoft Dynamics CRM for Microsoft Office Outlook, before you can enable additional languages, you must download one or more Language Packs http://go.microsoft.com/fwlink/?LinkId=200478 on the same computer.
Related Topics
Changing Regional and Language Options for Your Organization ............................................ 35
Translating Customized Entity and Field Text

If you have customized entity or field text, such as field labels or drop-down list values, you might want to provide the users in your organization who are not working with the base language version of your Microsoft
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Dynamics CRM implementation with this customized text in their own languages. You can export the text strings for all of your customizations so that they can be translated into the languages you use in your organization. Important You can only perform customizations in the base language. After you have exported a customized entity or a field text and had it translated, you can import the translated text strings.
Export Customized Entity and Field Text for Translation

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. Customization tasks can be performed only while you are online. More information: Customization Permissions Concepts: Translating Customized Entity and Field Text (on page 36) 1. In the Navigation Pane, click Settings. 2. Under Customization, click Customizations. 3. In the Customization area, click Customize the System. 4. In the solution explorer, on the Actions toolbar, click the Export Translations button. 5. Click OK. Exporting label text might take several minutes. When Microsoft Dynamics CRM finishes exporting the customized text, Microsoft Internet Explorer prompts you to open or save the exported labels. 6. Click Save, specify a file name, and specify a location on your local computer or network where you want to save the compressed (.zip) file. You can extract the compressed file and then open the XML file that contains the customized text and translate it, or you can send the compressed file to a translator. Warning Microsoft Dynamics CRM cannot import translated text that is over 500 characters long. If any of the items in your translation file are longer than 500 characters, the import process will fail. If the import process fails, review the line in the file that caused the failure, reduce the number of characters, and try to import again. Important After the label text has been translated, you must import it before it becomes available in Microsoft Dynamics CRM.
Related Topics
Translating Customized Entity and Field Text ............................................................................ 36
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Work with Territories

You can assign one sales territory per user.
Managing Users
Use this report to identify contact information and Microsoft Dynamics CRM security roles for all Microsoft Dynamics CRM users. Is data missing from the report? There are several possible reasons why data that you expect to be in a report does not appear: Security. If you don't have permission in Microsoft Dynamics CRM to view a record, it will not appear in the report. Data is not entered in Microsoft Dynamics CRM. The person entering data might have left fields empty. Data does not match the criteria for the report.If data does not match the criteria for the report, it won't be displayed. Where the data in this report comes from in Microsoft Dynamics CRM Users form Note This topic documents the default report as it was shipped. To find out if this report has been customized, contact your report administrator or system administrator.
Related Topics
Work with Territories ................................................................................................................... 38
Create or edit a territory

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Business Management, and then click Sales Territories. 2. On the Territories tab, in the Records group, click New. 3. In the General section, enter or edit information or observe any noted restrictions or requirements as needed:
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Territory Name
Enter your company's name to describe the territory.

Manager
to find and select a manager.
4. If this is a new territory, click Save. After you save the territory, the Members tab becomes available. 5. Under Details, click Members to add members to or remove members from the sales territory. Add members to the sales territory: c. On the Actions toolbar, click Add Members. d. In the confirmation message, click OK. Use the Look Up Records dialog box to add members to the sales territory. Remove members from the sales territory: e. In the list of users, select the records you want to remove. f. On the Actions menu, click Remove Members.
g. In the confirmation message, click OK. 6. Click Save or Save and Close. Notes When users are assigned to a territory, they are designated as either a territory user or a territory manager. Each user can be assigned to only one territory. If you need to assign a user to a larger area (more than one existing territory), you must create a new territory that includes the existing territories, and then assign the user to the new territory. Data in sales reports can be grouped by territory.
Related Topics
Work with salespeople ................................................................................................................ 40 Work with Territories ................................................................................................................... 38 Managing Users .......................................................................................................................... 16 Creating and Using Workflows .................................................................................................. 117
Work with Fiscal Year Settings

Use this dialog box to set the fiscal year settings for your organization. Note: Fiscal year settings are used only when you are setting sales quotas for users in your organization who have the Salesperson security role. More information: Work with Salespeople with Quotas (see "Work with salespeople" on page 40) Can I do this task?
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This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions Warning Fiscal year options affect the way in which your organization's data is stored in the Microsoft Dynamics CRM database. Therefore, you can set the fiscal year options only once. You cannot change these settings after you have set them. 1. In the Navigation Pane, click Settings, click Business Management, and then click Fiscal Year Settings. 2. You must enter information in the following fields:
Start Date
Select the date you want the fiscal year to start.

Template
Select the template that describes how your fiscal year is divided.
Fiscal Year
Select how you want to display the fiscal year.

Named Based On
This setting will determine whether the fiscal year name is displayed based on when the fiscal year starts or when it ends.
Fiscal Period
Select the abbreviation you want to display to represent the fiscal period.
Display As
Select whether you want a space, no space, a hypen, or a dash between the fiscal year abbreviation and the year. 3. To save your settings, click OK.
Related Topics
Work with salespeople ................................................................................................................ 40 Work with Territories ................................................................................................................... 38
Work with salespeople

Use this list to manage users in your organization who have the Salesperson security role. Note that this list does not become active until you set the fiscal year settings for your organization. More information: Work with Fiscal Year Settings (on page 39)
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Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. Open the user record for the salesperson to whom you want to assign a sales quota. 3. On the Actions menu, click Manage Quotas.
4. From the Fiscal year list, select the name of the fiscal year for which you want to add a sales quota. 5. In the Quota column, type the amount of the salesperson's quota for the year you selected. 6. Click Apply, and then click OK. 7. Repeat steps 4 through 6 for each fiscal year to which you want to assign a quota for this salesperson. 8. When you have finished assigning sales quotas to this salesperson, click OK. 9. Click Save or Save and Close. Important Quotas cannot be set for salespeople until the fiscal year has been set for your organization. More information: Work with Fiscal Year Settings (on page 39) Tips To view existing sales quotas, open the salesperson's user record, and under Common, click Quotas. Details about the sales quota for the current fiscal year appear on the Current Fiscal Year tab. To view all of the sales quotas that have been assigned to this salesperson, click All Fiscal Years. You can also view a list of all the users in your organization to whom a sales quota has been assigned. In the Navigation Pane, click Settings, click Business Management, and then click Salespeople with Quotas. You can also set sales quotas for multiple salespeople in your organization. Instead of opening each user record, select the salespeople from either the Users list or the Salespeople with Quotas list, and then, on the Actions menu, click Manage Quotas. Follow the instructions described in this procedure for assigning quotas to a single salesperson.
Related Topics
Manage a User's Record ............................................................................................................ 17 Work with salespeople ................................................................................................................ 40 Work with Fiscal Year Settings ................................................................................................... 39
Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions
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After you create a user in Microsoft Dynamics CRM Online, you send an invitation to that person. People who accept the invitation can sign in to Microsoft Dynamics CRM Online and begin using the application immediately. More information: Invite Someone to Use Microsoft Dynamics CRM Online Users cannot be deleted, but can be deactivated. Deactivated users do not use a license. 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. On the Users tab, in the Records group, click New. Or, open an existing record that you want to change. 3. On the Select Business Unit page, in the Business Unit list, select a business unit. By default, Microsoft Dynamics CRM selects the root business unit for this field. Click Next. 4. On the Select Security Roles page, select check boxes for the security roles you want to assign to the user. Hover over each to get a description of the security role. Click Next. 5. On the Add Users page, enter the following:
First Name
Enter a first name between 1 and 50 characters. This is a required field for a user record.
Last Name
Enter a name between 1 and 50 characters.

E-mail Address
6. Click Add to add the user. Click Edit or Remove if that's the action you want to take. Click Next. 7. On the Send E-mail Invitations page, select either Add new users and send invitations now or Add new users and do not send invitations. Click Create New Users. After processing the new user, the Summary page reports either that the user addition succeeded, or it reports details if it failed. After you save this user record, you can edit a user's teams, security roles, quotas (for sales people with quotas), work hours, and services. More information: Work with Teams (on page 14) More information: Work with Security Roles (on page 9) More information: Work with Salespeople with Quotas (see "Work with salespeople" on page 40) More information: Work with Resource's Work Hours More information: Work with Services More information: Work with Resource Groups More information: Work with System Jobs (on page 116) Important The Users form does not have restricted access, so everyone in the system can view the information about the form.
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Related Topics
Managing Users.......................................................................................................................... 16 Work with Teams ........................................................................................................................ 14 Work with salespeople ................................................................................................................ 40
Add Users
You can add multiple user records at a time for the same set of security roles by using the Add Users wizard. After creating the users in Microsoft Dynamics CRM, you can send them invitations to join your organization. More information: Manage a User's Record (on page 17) Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions The number of users you can add is limited by the number of licenses purchased by your organization with the subscription. Each user must have a unique Windows Live ID. 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. On the Actions toolbar, point to New, and then click Multiple Users. The Add Users wizard opens. 3. If you work with more than one business unit, in the Select Business Unit dialog box, select the business unit you want to work with, and then click Next. 4. On the Select Security Roles page, select one or more security roles, and then click Next. 5. On the Select Users page, enter the user information, and then click Add. Repeat this step for all users you want to add, and then click Next. Each user must have a unique Windows Live ID. 6. If, on the Select Security Roles page, you selected security roles for the new users, you can send an invitation to use the application now or send invitations later. More information: Invite Someone to Use Microsoft Dynamics CRM Online 7. If you need to add more users, for example with a different set of security roles, click Add More Users. The wizard will start over. 8. After adding all your users, click Close. Notes To edit a specific user record, close the wizard, and then open the user record from the list. When you reach the number of licenses you have purchased with your subscription for Microsoft Dynamics CRM Online, the Next button is no longer available in the Add Users wizard. To add additional users, you must either disable any user records that you no longer need, or purchase additional licenses for your subscription.
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Related Topics
Manage a User's Record .............................................................................................................17 Work with salespeople.................................................................................................................40 Work with Teams .........................................................................................................................14 Managing Users ..........................................................................................................................16
Enable or disable a user record

Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions You can disable a user's record to prevent the user from being able to access Microsoft Dynamics CRM. If you enable a disabled user record, you must send a new invitation for the user to access the system. 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. Do one of the following:
Enable a user's record
1. Click Disabled Users in the view drop-down list. 2. In the list of users, select the user records that you want to enable. 3. On the Record Management tab, click Enable. 4. In the confirmation message, click OK.
Disable a user record
1. Click Enabled Users in the view drop-down list. 2. In the list of users, select the user records that you want to disable. 3. On the Record Management tab, click Disable. 4. In the confirmation message, click OK. Notes If you select a user record that is already enabled and follow the steps to enable it, the user record remains enabled. If you disable a user record and that user is the owner of a workflow rule or active system job, those system jobs may fail.
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Related Topics
Manage a User's Record ............................................................................................................ 17 Work with salespeople ................................................................................................................ 40 Work with Teams ........................................................................................................................ 14 Managing Users .......................................................................................................................... 16
Reassign user records individually or in bulk

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Administration, and then click Users. 2. In the list of users, select the user records that you want to change. 3. To reassign the selected user records to a different business unit, on the Users tab, in the Actions group, click Change Business Unit. h. In the Business Unit field, click the Lookup button i. In the Change Business Unit dialog box, click OK. , select a business unit, and then click OK.
4. To reassign the selected user records to a different manager, on the Users tab, in the Actions group, click Change Manager. j. In the Manager field, click the Lookup button , select a manager, and then click OK.
k. In the Change Manager dialog box, click OK.
Related Topics
Manage a User's Record ............................................................................................................. 17 Work with salespeople ................................................................................................................ 40 Work with Security Roles .............................................................................................................. 9 Work with Teams......................................................................................................................... 14 Managing Users .......................................................................................................................... 16
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Create or edit a territory

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, click Business Management, and then click Sales Territories. 2. On the Territories tab, in the Records group, click New. 3. In the General section, enter or edit information or observe any noted restrictions or requirements as needed:
Territory Name
Enter your company's name to describe the territory.

Manager
to find and select a manager.
4. If this is a new territory, click Save. After you save the territory, the Members tab becomes available. 5. Under Details, click Members to add members to or remove members from the sales territory. Add members to the sales territory: l. On the Actions toolbar, click Add Members.
m. In the confirmation message, click OK. Use the Look Up Records dialog box to add members to the sales territory. Remove members from the sales territory: n. In the list of users, select the records you want to remove. o. On the Actions menu, click Remove Members. p. In the confirmation message, click OK. 6. Click Save or Save and Close. Notes When users are assigned to a territory, they are designated as either a territory user or a territory manager. Each user can be assigned to only one territory. If you need to assign a user to a larger area (more than one existing territory), you must create a new territory that includes the existing territories, and then assign the user to the new territory. Data in sales reports can be grouped by territory.
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Related Topics
Work with salespeople ................................................................................................................ 40 Work with Territories ................................................................................................................... 38 Managing Users .......................................................................................................................... 16 Creating and Using Workflows .................................................................................................. 117
Use this report to identify contact information and Microsoft Dynamics CRM security roles for all Microsoft Dynamics CRM users. Is data missing from the report? There are several possible reasons why data that you expect to be in a report does not appear: Security. If you don't have permission in Microsoft Dynamics CRM to view a record, it will not appear in the report. Data is not entered in Microsoft Dynamics CRM. The person entering data might have left fields empty. Data does not match the criteria for the report.If data does not match the criteria for the report, it won't be displayed. Where the data in this report comes from in Microsoft Dynamics CRM Users form Note This topic documents the default report as it was shipped. To find out if this report has been customized, contact your report administrator or system administrator.
Related Topics
Work with Territories ................................................................................................................... 38
Creating the Product Catalog

The product catalog in Microsoft Dynamics CRM is the central location for storing product information. The product catalog is a collection of information about your organization's products and services. The items in the product catalog are created or managed through the Settings area of Microsoft Dynamics CRM.
Work with Discount Lists

Use this list to create, edit, view, deactivate, export, and print discount lists. You can also use this list to
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preview or open a discount list. Concepts: Creating the Product Catalog (on page 47) Using Discount Lists as Incentives
Creating the Product Catalog

The product catalog in Microsoft Dynamics CRM is the central location for storing product information. The product catalog is a collection of information about your organization's products and services. The items in the product catalog are created or managed through the Settings area of Microsoft Dynamics CRM.
Using Discount Lists as Incentives

A discount list lets you offer your products or services at different prices, depending on the quantity purchased. It is best to think of a discount list as a discount schedule. With this method, you can set several ranges of discounts that are based on the quantity that must be purchased.
Create or edit a discount list

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Discount Lists. 3. To create a new discount list, in the Records group, click New. 4. In the Create Discount List dialog box, enter the following information:
Name
Type a name that provides a good description of the kind of discount this list will include.
Type
To calculate the discount as a percentage of the price of the item, click Percentage. - OR To calculate the discount as a fixed amount, click Amount.
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Currency
Click the Lookup button and select the currency for this discount list. This option is available only if you chose to calculate the discount as a fixed amount. 5. Click OK. The Discount List form opens. 6. To create a discount for this discount list, in the left pane, under Common, click Discounts, and then under List Tools, on the Discounts tab, in the Records group, click Add New Discount. - OR To save and close the discount list without adding any discounts, click Save and Close. 7. In the Discount form, specify the following information:
Begin Quantity
Specify the least amount that must be ordered to receive the discount. This must be a number between .00001 and 1,000,000,000.
End Quantity
Specify the largest amount that can be ordered to receive the discount. This must be a number between .00001 and 1,000,000,000.
Percentage
If you selected Percentage as your discount list type, this field appears. Specify the percentage of the discount. This must be a number between .00001 and 99,999.00000.
Amount
If you selected Amount as your discount list type, this field appears. Specify the monetary amount of the discount. This must be a number between 0.00 and 1,000,000,000,000.00. 8. Click Save or Save and Close. Note To edit a discount list, in the discounts list, select the list that you want, and then, in the Records group, click Edit. Change the information that you want in the Discount List form.
Related Topics
Work with Discount Lists ............................................................................................................. 47
Create or edit a discount

Can I do this task?
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This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Discount Lists. 3. Open the discount list that you want. 4. Under Common, click Discounts. 5. Under List Tools, on the Discounts tab, in the Records group, click Add New Discount. - OR Select the discount that you want to edit, and then, in the Records group, click Edit. 6. In the Discount form, specify the following information:
Begin Quantity
Specify the least amount that must be ordered to receive the discount. This must be a number between .00001 and 1,000,000,000.
End Quantity
Specify the largest amount that can be ordered to receive the discount. This must be a number between .00001 and 1,000,000,000.
Percentage
If you selected Percentage as your discount list type, this field appears. Specify the percentage of the discount. This must be a number between .00001 and 99,999.00000.
Amount
If you selected Amount as your discount list type, this field appears. Specify the monetary amount of the discount. This must be a number between 0.00 and 1,000,000,000,000.00. 7. Click Save or Save and Close. 8. To add more discounts to the discount list, click Add New Discount, and then complete the Discount form.
Related Topics
Deactivate or activate a discount list

Can I do this task?
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This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions If you must remove a discount list, it is better to deactivate the discount list rather than delete it. When you delete a discount list, the discount list and the discounts included in the list are permanently deleted. If you deactivate a discount list, you can easily reactivate the list if you need to. Important Deactivating a discount list or price list can cause incorrect calculations to occur in quotes, orders, or invoices that use the discount or price list. Before you deactivate a discount or price list, make sure that it is not included in any active quotes, orders, or invoices. 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Discount Lists. 3. In the list, select the discount list that you want. 4. In the Records group, click Deactivate. - OR In the Records group, click Activate.
5. In the confirmation message, click OK. Note To view deactivated discount lists, in the Views list, click Inactive Discount Lists.
Related Topics
Selling Products Individually and in Groups

A unit group contains a collection of the units of measure that your product is packaged in. To set up a unit group, you must determine a primary unit. The primary unit is the lowest common unit of measure for the unit group. Next, you must decide how the inventory will be sold, such as by the individual item, a dozen, or a case, or by the hour, week, or project. Each of these types of measurement is referred to as a unit. Each unit is defined in terms of any other unit in the unit group. A unit group is comprised of units that are related to each other. After you determine a primary unit for a unit group, you can set up larger quantities that can be packaged. Unit groups define how the different base units relate to one another. When you determine the primary unit for a unit group, you should use the most common unit of measurement that your product or service will sell.
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Work with Unit Groups

Unit groups are compilations of the different measurements that your products are available in. Unit groups include a base unit and at least one primary unit. Concepts: Creating the Product Catalog (on page 47) Selling Products Individually and in Groups (on page 51)
Create a unit group

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Unit Groups. 3. In the Records group, click New. 4. In the Create Unit Group dialog box, enter the following information:
Name
Type a descriptive name for the unit group.

Primary Unit
Type the lowest common unit of measure that the product will be sold in. For example, each, day, 8 hours, or 2 kilograms. 5. Click OK. The Unit Group form opens. 6. To save and close the unit group without adding units, in the Save group, click Save and Close. - OR To create a unit for this unit group, in the left pane, under Common, click Units, and then under List Tools on the Units tab, in the Records group, click Add New Unit. 7. In the Unit form, you enter the following information:
Name
Type a descriptive name for the unit.

Quantity
Type the quantity that will comprise this unit. For example, if this unit is for a dozen, enter 12.
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Base Unit
Type or select the base unit for the group. You can use the Lookup button select a base unit that is based on the primary unit for the group. 8. Click Save or Save and Close. Note You cannot delete the primary unit in a unit group.
to search for and
Related Topics
Work with Unit Groups ................................................................................................................ 52
Using Price Lists

Price lists are a component of the product catalog. Price lists contain one or more individual product prices that have been categorized into a list to allow for maintenance and accessibility. The price list includes the prices that are charged for each unit group of a product. You can create multiple price lists in Microsoft Dynamics CRM. In Microsoft Dynamics CRM, price list items are a combination of price list, product, and unit group. The price list and discount list combined determine the final pricing for products on quotes, orders, and invoices. You can configure pricing options within Microsoft Dynamics CRM to control how prices are calculated. You can configure the pricing method and the rounding policy.
Work with Price Lists

Price lists are a group of the specific prices that can be charged for each unit in the unit group of a product. Price lists are used to determine the pricing in a quote for a customer. A default price list can be added to a product. Concepts: Creating the Product Catalog (on page 47) Using Price Lists (on page 53)
Create or edit a price list

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions
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1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Price Lists. 3. To create a price list, in the Records group, click New. - OR To edit a price list, select the price list that you want, and then click Edit. 4. In the Price List form, enter the following information:
Name
Type a name that is between 1 and 100 characters. The name should be meaningful and unique.
Start Date
Enter the earliest date that this price list is valid. You must enter the date in the format your organization has set for dates. For example, 01/01/2006 or 31.12.2005. If you omit leading zeros in a date, Microsoft Dynamics CRM will add them automatically. For example, when you type 1/1/06, Microsoft Dynamics CRM will display it as 01/01/2006, if that is the date format of your organization.
End Date
Enter the date after which this price list will no longer be valid.
Currency
Click the Lookup button, and then select the currency for this price list. 5. Click Save or Save and Close. Tip When you add 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 list items. This lets you order the product in any quantity you want using the same price list. Important You must create at least one price list for each of the currencies in which your organization does business. Note The values that you specify in the Start Date and End Date fields are for reference only and do not affect Microsoft Dynamics CRM business logic.
Related Topics
Work with Price Lists ................................................................................................................... 53
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Add or edit price list items

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. Open a product or price list record. Open the product record you want to add to a price list a. In the Navigation Pane, click Settings, click Product Catalog, and then click Products. b. In the list of products, open the product that you want. Open the price list record you want to add a product to c. In the Navigation Pane, click Settings, click Product Catalog, and then click Price Lists.
d. In the list, open the price list that you want. 2. Under Related, click Price List Items. 3. Under List Tools, on the Price List Items tab, in the Records group, click Add New Price List Item. 4. Under General, enter all the information that you have and observe any noted restrictions or requirements:
Price List
Microsoft Dynamics CRM automatically selects the default price list for the item. Click the Lookup button
Currency
to select a different price list.
You can specify a currency.

Product
You must select a product to include in the price list.

Unit
You must select a unit for the product.

Discount List
You can select a discount list to apply to this price list.

Quantity Selling Option
The quantity selling option defines whether whole, partial, or both types of quantities can be specified in the Quantity field of Quote Product, Order Product, and Invoice Product records: No Control When this option is selected, Microsoft Dynamics CRM will not enforce a quantity selling option. Whole
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Select this option if a partial product cannot be sold. For example, digital cameras cannot be sold in fractions. Whole and Fractional 5. Select this option if the product can be sold both in whole and fractional units. For example, wood chips can be sold in cubic yards, or in fractions of a cubic yard. 6. In the Pricing area, enter all the information you have available and observe any noted restrictions or requirements.
Pricing Method
Select one of the following options: Currency Amount This option uses a fixed amount. Percent of List This option uses a percent of the list price. Percent Markup - Current Cost This option uses a percent of the markup on the product's current cost. The percent markup can range from 0 to 99,999.99 percent. Percent Margin - Current Cost This option uses a percent of the margin on the product's current cost. The percent margin can range from 0 to 99.99 percent. Percent Markup - Standard Cost This option uses a percent of the markup on the product's standard cost. The percent markup can range from 0 to 99,999.99 percent. Percent Margin - Standard Cost This option uses a percent of the margin on the product's standard cost. The percent margin can range from 0 to 99.99 percent.
Amount
If you selected Currency Amount from the Pricing Method list, type the amount. This is a monetary amount and must be a number between 0.00 and 1,000,000,000.00
Percentage
7. If you selected any value from the Pricing Method list other than Currency Amount, type the percentage for the pricing method that you want. 8. In the Rounding area, you can set a rounding policy:
Rounding Policy
If you selected a pricing method other than Currency Amount in the Pricing Method list, you can set up a rounding policy. For example, if you want per unit prices to be in the form of $0.99, you can select a rounding policy where all prices per unit automatically have a price that ends in 99 cents. To
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do this, you select the rounding policy to round the price up, and then set the price to end in a certain amount, such as 99 cents. Select one of the following options to determine how your price-rounding policy is controlled: None Prices are not rounded. Up Prices are rounded up to the nearest rounding amount. Down Prices are rounded down to the nearest rounding amount. To Nearest Prices are rounded to the nearest rounding amount.
Rounding Option
Select one of the following: Ends in Select this option to have the price end in the amount set in the Rounding Amount field. Multiple of Select this option to have the price determined as a multiple of the amount set in the Rounding Amount field.
Rounding Amount
9. Enter the rounding amount. This must be a whole number between -1,000,000,000 and 1,000,000,000. 10. Click Save or Save and Close.
Notes To edit a price list item, perform steps 1 and 2 to navigate to the price list item that you want. Open the item that you want to edit. Or, select the price list item that you want. Then, under List Tools, on the Price List Items tab, in the Records group, click Edit. To delete a price list item, perform steps 1 and 2 to navigate to the price list item that you want. Select the item that you want to delete. Under List Tools, on the Price List Items tab, in the Records group, click Delete Price List Item. The General section of the product form contains the list price, standard cost, and current cost amounts.
Related Topics
Work with Products ..................................................................................................................... 59 Work with Price Lists ................................................................................................................... 53
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Deactivate or activate a price list

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions If you must remove a price list, it is better to deactivate the price list rather than delete it. When you delete a price list, the price list and the price list items included in the list are lost. If you deactivate a price list, you can easily reactivate the list if you need to. Important Deactivating a discount list or price list can cause incorrect calculations to occur in quotes, orders, or invoices that use the discount or price list. Before you deactivate a discount or price list, make sure that it is not included in any active quotes, orders, or invoices. 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Price Lists. 3. In the list, select the price list that you want. 4. In the Records group, click Deactivate. - OR In the Records group, click Activate.
5.
In the confirmation message, click OK. Note To view deactivated price lists, in the Views list, click Inactive Price Lists.
Related Topics
Work with Price Lists ................................................................................................................... 53
Creating a Product in the Product Catalog

A product is any item that you are selling. It can be either a physical inventory item or a service. You can add products to the product catalog in the Settings area of Microsoft Dynamics CRM. You can use product records to track and publish your products or services. A product can be created as a single unit, or you can create a kit that includes a group of products. In addition, if a replacement product for a particular product is available, you can add that product as a substitute product. In Microsoft Dynamics CRM, a product contains the following components and options: Information Critical information about the product such as unit group, unit, default price list, and list price.
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Substitutes Alternatives to the product. When you create a quote, order, or invoice, you can use the product catalog to find and substitute a similar product if the existing product has become inactive or is out of stock.
Price List Items Products associated with a specific price list. When you set up a price list item with a pricing policy that is set to Currency Amount, you must select a fixed monetary amount. In addition, when you use a currency amount pricing policy, the Rounding area is unavailable.
Kit Products Products that are bundled together to form a kit.
Reclassify When you reclassify a product, you change the subject that the product is related to.
Work with Products

Products are any items in the product catalog. You can link products to other records, including quotes, campaigns, and cases. Concepts: Creating the Product Catalog (on page 47) Creating a Product in the Product Catalog (on page 58)
Create or edit a product

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. To add a new product, in the Records group, click New. - OR To edit a product, select the product, and then in the Records group, click Edit. 4. In the General section, enter or edit information or observe any noted restrictions or requirements as needed:
ID
You must enter an ID for the product. The ID can contain numbers, letters, or characters and must contain fewer than 100 characters.
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Name
Type a name that is between 1 and 100 characters. The name should be meaningful and unique.
Subject
You can associate this product with a subject. You can use subjects to categorize your products and to filter reports. You can click the Lookup button
Unit Group
to search for and select records.
You must select the unit group that contains the units that this item is sold in. You can click the Lookup button to search for records or to select records.
Default Unit
You must select a default unit. The default unit is the most common unit that the product is sold in. You can click the Lookup button to search for records or to select records.
Currency
Select the primary currency in which your organization sells this product.
Product Type
Select one of the following product types: Sales Inventory Sales inventory is the default product type. Use it to categorize goods that you sell, such as physical products that are available in finite quantities. Miscellaneous Charges Use a miscellaneous charge for items such as restocking that you want to add to quotes, orders, and invoices. Services Use services for an item that is a service. Flat Fees Use flat fees for items such as handling or shipping that you want to add to quotes, orders, and invoices.
Quantity On Hand
Enter a number between 0 and 1,000,000,000 to represent the quantity of items available.
URL
To provide information about the product or service, type a Web address. Microsoft Dynamics CRM users can click the URL link to open the Web page for additional information about the product or service.
Default Price List
If this is a new product, this field is read-only. Before you can select a default price list, you must complete all the required fields, and then save the record. Although the default price list is not required, after you save the product record, it is a good idea to set a default price list for each
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product. Then, if a customer record does not contain a price list, Microsoft Dynamics CRM can use the default price list for generating quotes, orders, and invoices.
Decimals Supported
Type a whole number between 0 and 5. If the product cannot be divided into fractional quantities, type 0. The precision of the Quantity field in the quote, order, or invoice product record is validated against the value in this field if the product does not have an associated price list.
List Price
This is a monetary amount that is based on the list or sales price. Quote, order, and invoice prices are generated from this information.
Standard Cost
This is a monetary amount that is based on the typical cost of the item. Quote, order, and invoice prices are generated from this information.
Current Cost
This is a monetary amount that is based on the current or temporary cost of the item. Quote, order, and invoice prices are generated from this information. 5. Under Information, click Description, and then enter product-specific information in the following fields:
Vendor Vendor Part Number Stock Weight Stock Volume
6. Click Save or Save and Close. Resolve potential duplicate records. If the system detects that your record might be a potential duplicate, instead of saving the record, Microsoft Dynamics CRM displays the Duplicates Detected dialog box. 1. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, doubleclick the record.
If the duplicate-detection rule identified potential duplicate records in other record types, review
records from each record type listed. 2. If your new or updated record is not a duplicate, to create the new record, click Save Record. - OR If your new or updated record is a duplicate, to cancel your changes, click Cancel. Notes If you enter a duplicate record within a few minutes of entering the first record, Microsoft Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created.
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Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate Records Important You must save the newly created product form before you can add a default price list. Notes If you are using an accounting program that is integrated with Microsoft Dynamics CRM, several of the fields in the product form are maintained automatically. Taxes cannot be entered on the product form. You can add taxes when you create a quote, order, or invoice.
Related Topics
Work with Products ......................................................................................................................59
Reclassify a product
Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. In the list of products, select the product that you want to reclassify. 4. In the Actions group, click Reclassify. 5. Click the Lookup button 6. Click OK. , search for and select the subject that you want, and then click OK.
Related Topics
Work with Products ..................................................................................................................... 59
Set the default price list

Can I do this task?
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This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions After you create and save a product, you can set the default price list. Although the default price list is not required, after you save the product record, it is a good idea to set a default price list for each product. Then, if a customer record does not contain a price list, Microsoft Dynamics CRM can use the default price list for generating quotes, orders, and invoices. 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. In the list of products, open the product that you want. 4. In the General section, under Costs, in the Default Price List box, select a default price list. You can click the Lookup button to search for and select records.
5. Click Save or Save and Close. Note If you do not set a default price list, a warning message appears on the product form.
Related Topics
Add or remove substitute products

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. In the list of products, open the product that you want. 4. In the Navigation Pane, under Common, click Substitutes. 5. Under List Tools, on the Products tab, in the Records group, click Add Existing Product. 6. Select the product or products that you want to use as substitutes, and then click OK. 7. Click the Product tab. 8. Click Save or Save and Close.
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Note To remove a substitute product in the product record, under Common, click Substitutes, select the substitute product that you want to remove, then on the Products tab, in the Records group, click Remove.
Related Topics
Add or edit price list items

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. Open a product or price list record. Open the product record you want to add to a price list a. In the Navigation Pane, click Settings, click Product Catalog, and then click Products. b. In the list of products, open the product that you want. Open the price list record you want to add a product to c. In the Navigation Pane, click Settings, click Product Catalog, and then click Price Lists.
d. In the list, open the price list that you want. 2. Under Related, click Price List Items. 3. Under List Tools, on the Price List Items tab, in the Records group, click Add New Price List Item. 4. Under General, enter all the information that you have and observe any noted restrictions or requirements:
Price List
Microsoft Dynamics CRM automatically selects the default price list for the item. Click the Lookup button
Currency
to select a different price list.
You can specify a currency.

Product
You must select a product to include in the price list.

Unit
You must select a unit for the product.

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Discount List
You can select a discount list to apply to this price list.

Quantity Selling Option
The quantity selling option defines whether whole, partial, or both types of quantities can be specified in the Quantity field of Quote Product, Order Product, and Invoice Product records: No Control When this option is selected, Microsoft Dynamics CRM will not enforce a quantity selling option. Whole Select this option if a partial product cannot be sold. For example, digital cameras cannot be sold in fractions. Whole and Fractional 5. Select this option if the product can be sold both in whole and fractional units. For example, wood chips can be sold in cubic yards, or in fractions of a cubic yard. 6. In the Pricing area, enter all the information you have available and observe any noted restrictions or requirements.
Pricing Method
Select one of the following options: Currency Amount This option uses a fixed amount. Percent of List This option uses a percent of the list price. Percent Markup - Current Cost This option uses a percent of the markup on the product's current cost. The percent markup can range from 0 to 99,999.99 percent. Percent Margin - Current Cost This option uses a percent of the margin on the product's current cost. The percent margin can range from 0 to 99.99 percent. Percent Markup - Standard Cost This option uses a percent of the markup on the product's standard cost. The percent markup can range from 0 to 99,999.99 percent. Percent Margin - Standard Cost This option uses a percent of the margin on the product's standard cost. The percent margin can range from 0 to 99.99 percent.
Amount
If you selected Currency Amount from the Pricing Method list, type the amount. This is a monetary amount and must be a number between 0.00 and 1,000,000,000.00
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Percentage
7. If you selected any value from the Pricing Method list other than Currency Amount, type the percentage for the pricing method that you want. 8. In the Rounding area, you can set a rounding policy:
Rounding Policy
If you selected a pricing method other than Currency Amount in the Pricing Method list, you can set up a rounding policy. For example, if you want per unit prices to be in the form of $0.99, you can select a rounding policy where all prices per unit automatically have a price that ends in 99 cents. To do this, you select the rounding policy to round the price up, and then set the price to end in a certain amount, such as 99 cents. Select one of the following options to determine how your price-rounding policy is controlled: None Prices are not rounded. Up Prices are rounded up to the nearest rounding amount. Down Prices are rounded down to the nearest rounding amount. To Nearest Prices are rounded to the nearest rounding amount.
Rounding Option
Select one of the following: Ends in Select this option to have the price end in the amount set in the Rounding Amount field. Multiple of Select this option to have the price determined as a multiple of the amount set in the Rounding Amount field.
Rounding Amount
9. Enter the rounding amount. This must be a whole number between -1,000,000,000 and 1,000,000,000. 10. Click Save or Save and Close.
Notes To edit a price list item, perform steps 1 and 2 to navigate to the price list item that you want. Open the item that you want to edit. Or, select the price list item that you want. Then, under List Tools, on the Price List Items tab, in the Records group, click Edit.
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To delete a price list item, perform steps 1 and 2 to navigate to the price list item that you want. Select the item that you want to delete. Under List Tools, on the Price List Items tab, in the Records group, click Delete Price List Item. The General section of the product form contains the list price, standard cost, and current cost amounts.
Related Topics
Work with Products ..................................................................................................................... 59 Work with Price Lists ................................................................................................................... 53
Convert a product into a kit

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. In the list of products, open the product that you want. 4. In the Actions group, click Convert To Kit. 5. In the confirmation message, click OK. 6. Click Save or Save and Close. Notes The sum of the prices for the items that are included in a kit are not automatically calculated. You must add a price list to the kit that includes the total price for all products that are included in the kit. Items that are included in a kit can still be used individually. To convert a kit back into a product, in the Actions group on the product record, click Convert To Product.
Related Topics
Add products to a kit

Can I do this task?
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This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog. 2. In the Product Catalog area, click Products. 3. In the list of products, open the product that you want. Note Before you can add products to a kit, you must convert a product to a kit. To do this, in the Actions group, click Convert To Kit. 4. In the left pane, under Related, click Kit Products. 5. Under List Tools, in the Records group, click Add Existing Product, and then search for and select the products that you want to add to the kit. 6. Click OK. 7. Repeat the preceding two steps to add more products to the kit. 8. Click the Product tab. Click Save or Save and Close.
Including a product or service in a kit bundles the items together. Product kits can help simplify the sales and ordering process because related products are listed and priced together. Products that are included in a kit can also be used individually, even though the item is included in kit. A kit product can also be converted back into a product.
Related Topics
Deactivate or activate a product

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Sales Permissions If you must remove a product, it is better to deactivate the product rather than delete it. When you delete a product, the product and all associated information such as substitutes, kits, and price list items are lost. You can easily reactivate a product if you need to. 1. In the Navigation Pane, click Settings. Then, under Business, click Product Catalog.
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2. In the Product Catalog area, click Products. 3. In the list of products, select the product that you want. 4. In the Records group, click Deactivate. - OR In the Records group, click Activate.
5. In the confirmation message, click OK. 6. If you opened the product record to deactivate it, close the record. - OR If you opened the product record to activate it, click Save or click Save and Close. Note To view deactivated products, in the View list, click Inactive Products.
Related Topics
Configuring Marketing
In Microsoft Dynamics CRM, you can configure several options specifically for the Marketing feature: Whether you allow e-mail communications using mail merge within campaigns Whether the system automatically creates a campaign response as the result of an incoming e-mail message How to handle requests from customers who want to unsubscribe from your e-mail communications Whether you want to configure and activate the Internet Marketing service. This service allows you to create and track ads displayed in search engines as a particular type of Microsoft Dynamics CRM Online marketing campaign. Review the details of this service at: Internet Marketing Overview http://go.microsoft.com/fwlink/?LinkId=121921
Marketing Permissions Permissions required for marketing tasks

The following table shows the default security roles required to perform each task, and whether the task can be performed while using the Microsoft Dynamics CRM for Outlook offline. Because some tasks require special privileges, the table may also show these privileges.
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Tasks related to campaigns Create or edit a campaign
Default security roles and required privileges
Can task be done offline?
Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional
Create a campaign template Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Add a marketing list to a campaign Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional
Add sales literature to a campaign
Add a product to a campaign Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Add a planning task to a campaign Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President of Marketing, Marketing Manager, Marketing Professional Yes, unless you are sending e-mail through Microsoft Dynamics CRM. However, Microsoft Dynamics CRM will send messages when you go online. Mail-merge activities created for a campaign
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Add a campaign activity to a campaign
Distribute a campaign activity
Tasks related to campaigns
Default security roles and required privileges
Can task be done offline? cannot be distributed from the Web application, but can be saved as a draft and sent later from Microsoft Dynamics CRM for Outlook.
Tasks related to quick campaigns Create a quick campaign
Default security roles and required privileges Security roles: Any default marketing or sales security role. Privileges: Create Quick Campaign
Can task be done offline? Yes
Tasks related to campaign Default security roles and responses required privileges
Create a campaign response Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Copy a campaign response Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing
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Convert a campaign response to a lead or opportunity Close a campaign response
Reactivate a campaign response
Tasks related to campaign Default security roles and responses required privileges Professional
Tasks related to marketing Default security roles and lists required privileges Create or edit a marketing list
Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional
Activate a marketing list
Add members to a marketing Security roles: Vice President Yes list of Marketing, Marketing Manager, Marketing Professional Add members from one marketing list to another marketing list Merge marketing lists Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional Security roles: Vice President Yes of Marketing, Marketing Manager, Marketing Professional
Remove members from a marketing list
Qualify or convert multiple records at once
Change the columns displayed for marketing list members
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Related Topics
Marketing Permissions ................................................................................................................ 69 Controlling Data Access ................................................................................................................ 8 1. In the list of records, open the record that you want. 2. Click the File tab. 3. Click Properties. Tip If you do not have permissions that you need to do your job, contact your manager. More information: Requesting User Interface Changes
Related Topics
Controlling Data Access ............................................................................................................... 8
View Your User Profile

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions Your user profile displays information about you, including general information such as your contact information and addresses, what teams and resource groups you belong to, which services you can perform, and your work hours and security roles. This information is visible to the entire organization. Depending on your security role, you may be able to make changes to your user profile. If you are working in Microsoft Dynamics CRM for Outlook, you can view this information from the User form. More information: Work with Your User Record and Work Hours (on page 18) 1. Click the File tab, and then click Options. 2. In the Set Personal Options dialog box, click the General tab. 3. At the bottom of the page, click the View your user information link. The User form with your information opens. 4. To view details or make changes, under Common or Service click any of the following:
Teams Roles Quotas Work Hours Services 73
Resource groups Workflows
5. To close the form, on the File menu, click Close. 6. To close the Set Personal Options dialog box, click OK.
Related Topics
Scheduling Services for Your Customers

You can view a list of resources and manage service activities in the Service calendar area. When you create a new service activity, you can search for an available time based on your criteria, including by times or resources. At any time, you can check for conflicts in the schedule. If your business uses workflow, you can create workflow rules and processes that include service activities. More information: Schedule Service Activity (on page 87)
Navigating the Service Calendar

You can use the Service calendar that is available in the Service area to schedule service activities and appointments for your organization. In the Service calendar, you can do all of the following tasks and activities: View your organization's daily, weekly, and monthly schedule of appointments and service activities. View work schedules and service activity 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.
You cannot customize the Service calendar or change the default view with the application. However, you can use ISV.Config to change the colors of the time blocks. More information: Resource Center (see Resource Center - http://go.microsoft.com/fwlink/?LinkId=208669) Read more about: Viewing Appointments and Service Activities Viewing Details for Resources, Appointments, and Service Activities Legend of Colors and Statuses Using the Calendar Pane to Change the Date Display
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Service Calendar
Use the calendar to create, view, and edit service activities and appointments.
View the Service Calendar

Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions The Service calendar displays the appointments and service activities for your organization. The Service calendar is not available in Microsoft Dynamics CRM for Outlook. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Service calendar, you can change the view by doing any of the following:
Change the calendar view.
Under Calendar Views, click one of the views: Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day.
View a summary of an appointment or service activity.
On the Service calendar, place the cursor over the appointment or service activity.
View or edit the details of an appointment or service activity.
On the Service calendar, double-click the appointment. The Appointment form opens.
Change the dates displayed on theService calendar.
On the Calendar control, click the arrows or a specific date.

View today's appointments and service activities.
On the calendar control, click Today. The calendar displays the hourly list for today.
Refresh the calendar.
In the upper-right corner of the calendar, click the Refresh button
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Related Topics
Service Calendar ......................................................................................................................... 75 Navigating the Service Calendar ................................................................................................. 74 Booking Service Activities in the Service Calendar .................................................................... 87
Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions Use this procedure to find the next available times for a service. This is the fastest way to schedule a service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the Actions group, click Schedule. Note 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, you must enter the following information:
Service
Locate and select the service you want to schedule. You can click the Lookup button for and select records.
Duration
to search
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. The maximum duration of a service activity is 10 days. 4. Click Find Available Times. The next available times are displayed. If there is more than one page of records available to view in the list of records, use the Page arrows at the bottom of the list to view the additional pages. 5. Under Available Times, click the start or end time of the time that you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes, and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter any additional information about the service activity.
Subject
You must enter a subject.The first 12 characters appear on the Service calendar and the calendar in your Workplace.
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You can save the service activity now or continue to add information.
Customers
If this service activity is for a customer, you can locate and select the account or contact. You can click the Lookup button to search for records or to select records.
Resources
Locate and select the user or facility or equipment that you want to schedule. You can click the Lookup button to search for records or to select records.
Location
Enter an address or room number where the service activity will occur.
Show Time As
If you want to change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Forced service activities and appointments might conflict.
Site
Changing the Site after you have selected 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, there might be conflicts. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 7. Under Information, click Common, and then 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 indicate a Category and SubCategory. 8. Click Save or Save and Close. The service activity appears as a color block on the Service calendar, as well as on the calendar in the Workplace and Activities areas. Tip You can record a customer's preferences for a specific time, day, service, facility, equipment, and customer service representative in the customer record on the Administration tab. As you are scheduling a service activity, the customer's preference is displayed in the Form Assistant pane. Notes Changing any information in the Scheduling Information area after you have selected a time for the service activity is not recommended. Doing so might cause conflicts in the schedule. In the list of possible service activity search results, you can click the Page Back arrow to initiate a new search. Paging back does not display the previous page.
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Related Topics
Work with Service Activities ........................................................................................................87 Schedule Service Activity ............................................................................................................87 Booking Service Activities in the Service Calendar .....................................................................87
Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions 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. In the Actions group, click Schedule. Note 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, you must enter the following information:
Service
Locate and select the service you want to schedule. You can click the Lookup button for and select records. 4. Under Scheduling Information, select criteria for the times you want.
Start Date
to search
To search for a time on a specific date, select Specific Date, and then enter the date you want. To search within a range of dates, select Range of Dates, and then enter the On or After and On or Before dates. You can also select specific days of the week. To search for times today, select Today. You can also search for times based on dates relative to today, such as Tomorrow, This Week, or Next Week.
Start Time
To search for a specific time, select Specific Time, and then enter the specific time. To search within a specific range of time, select Range of Times, and then enter the earliest and latest times you want the service activity to start. You can also search for times based on the time of day, such as Morning or Evening.
Duration 78
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. The maximum duration of a service activity is 10 days. 5. Click Find Available Times. The next available times are displayed. 6. Under Available Times, click the start or end time of the time that you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes, and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 7. On the Service Activity form, enter any 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
Resources
Location
Show Time As
Site
Changing the Site after you have selected 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, there might be conflicts. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 8. Under Information, click Common, and then 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 indicate a Category and SubCategory.
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9. Click Save or Save and Close. The service activity appears as a color block on the Service calendar, as well as on the calendar in the Workplace and Activities areas. Tip You can record a customer's preferences for a specific time, day, service, facility, equipment, and customer service representative in the customer record on the Administration tab. As you are scheduling a service activity, the customer's preference is displayed in the Form Assistant pane. Important Changing any information in the Scheduling Information area after you have selected a time for the service activity is not recommended. Doing so might cause conflicts in the schedule. In the list of possible service activity search results, you can click the Page Back arrow to initiate a new search. Paging back does not display the previous page.
Related Topics
Work with Service Activities ........................................................................................................87 Navigating the Service Calendar .................................................................................................74 Booking Service Activities in the Service Calendar .....................................................................87
Find and view the work schedule for an individual resource

Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the Type list, click Resource. 3. In the Look for box, type the name of the resource, or the last name of a user, and then click Find. You can use asterisks (*) as wildcards in your search. The search results appear in the list pane. 4. In the Service calendar, you can do the following:
To view current appointments and service activities for a resource, select the name from the list. The
schedule appears in the schedule pane to the right of the list.

To view a specific date, select a date in the Calendar pane. To quickly change the date range, use the Zoom controls at the bottom of the schedule pane.
5. To view work hours for a specific resource, follow these steps: q. In the list of resources, open the resource you want to view.
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The User or Facilities/Equipment form opens. If you have sufficient permssions, this form can be edited. r. On the User or Facilities/Equipment form, click Work Hours. The monthly calendar displays the start and end time for each day's schedule. If a schedule has not been set, or the resource is always available, the calendar displays All Day. s. To change the month you are viewing, at the top of the calendar, click the forward and back arrows on either side of the displayed month and year. t. To edit the schedule, double-click a date on the calendar. Change the schedule as needed.
Related Topics
Service Calendar ......................................................................................................................... 75 Navigating the Service Calendar ................................................................................................. 74
Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and select the service activity you want to reschedule. 3. In the Actions group, click Reschedule. 4. On the Schedule Service Activity form, change any of the information you want. 5. Click Find Available Times. 6. In the Available Times list, select a time slot. 7. Click Schedule. 8. Click Save or Save and Close. Note You cannot reopen closed service activities. To reactivate canceled service activities, on the Actions menu, click Reactivate. The service activity will be reopened and the status will be updated to Requested. If the time is no longer available, you may get a message. To reschedule the service activity for an available time, in the Actions group, click Schedule.
Related Topics
Schedule Service Activity ........................................................................................................... 87 Navigating the Service Calendar ................................................................................................ 74 Booking Service Activities in the Service Calendar .................................................................... 87
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Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions After a service activity is created, you can change the service activity status. The status of a service activity is displayed in the Service calendar and the Workplace calendar. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Service calendar, select the service activity you want to change. 3. In the Actions group, click Change Status. 4. In the Change Status dialog box, in the Show Time As list, select the new status, and then click OK. The status of the service activity is updated and the color of the service activity time slot changes. Note When you close a service activity, the activity becomes read-only and cannot be edited. Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the Actions group, click Conflicts. The button label changes to Hide Conflicts and any service activities, appointments, or resources that have scheduling conflicts are outlined in red. Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions If you save a service activity without finding available times in the schedule, then Microsoft Dynamics CRM displays the service activity in the schedule without checking for conflicts. One reason to force a service activity into a time slot is to squeeze another service activity into the leftover time from a previous service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the New group, click Service Activity. 3. On the Service Activity form, you must enter the following information:
Subject
You must enter a subject.The first 12 characters appear on the Service calendar and the calendar in your Workplace.
Service
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Locate and select the service you want to schedule. You can click the Lookup button for and select records. 4. You can enter additional information about the service activity.
Customers
to search
Resources
Location
Show Time As
Site
Locate and select the site for the service activity. Sites are defined in Microsoft Dynamics CRM and assigned to resources. Only resources from the same site will be selected. To record the specific room or address of the service activity, enter information in the Location box. You can click the Lookup button to search for records or to select records. 5. Under Scheduling Information, you must enter the Start Time and End Time, but the other information is optional. Start Time and End Time Select or type in the date and times the service activity starts and ends. The Duration box is updated to the length of the service activity. If you select a different duration, the End Time is adjusted. If you type in both the start and end times, the duration will change. If this is an all-day event, click All Day Event. An all-day event is actually the entire working day of the selected resource. If the resource works 8 a.m. to noon, then an all-day event is four hours. Duration You can add additional time to the end of a time slot by changing the duration. The maximum duration of an activity is 10 days. The default duration is determined by the selected service. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service.
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6. Under Information, click Common, and then 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 indicate a Category and SubCategory. 7. Click Save or Save and Close. The service activity appears as a color block on the Service calendar, as well as on the calendar in the Workplace and Activities areas. Tip You can record a customer's preferences for a specific time, day, service, facility, equipment, and customer service representative in the customer record on the Administration tab. As you are scheduling a service activity, the customer's preference is displayed in the Form Assistant pane. If at any time before you save this service activity you want to search the schedule for an available time, you can click Schedule in the Actions group to open the Schedule Service Activity dialog box.
Related Topics
Work with Service Activities ........................................................................................................ 87 Navigating the Service Calendar................................................................................................. 74 Booking Service Activities in the Service Calendar .................................................................... 87
View a list of resources

Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions You can view a list of resources in the Service calendar area. The Service calendar includes a scalable, linear view of the resources' schedules. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. In the Type list, select the type of resource (user, resource, or facilities and equipment), and then in the View list, select the view of that resource that you want to see. 3. In the list of resources, you can do any of the following:
Click a letter on the alphabetical jump bar at the bottom of the list to go to that section of the list. Expand the list pane by dragging the right edge to view additional columns of information. Reverse the sort order of the list by clicking a column heading. View general information about a single resource by selecting the resource in the list and then
clicking the Expand button
under the Zoom bar.
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Related Topics
Service Calendar ........................................................................................................................ 75 Navigating the Service Calendar ................................................................................................ 74
Can I do this task? This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions Use this procedure to find the next available time based on a set of specific criteria. For example, if the customer wants your head mechanic to work on his 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. In the Actions group, click Schedule. Note 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, you must enter the following information:
Service
Locate and select the service you want to schedule. You can click the Lookup button for and select records.
Duration
to search
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. The maximum duration of a service activity is 10 days. 4. Click Find Available Times. The next available times in the selected resource's schedule are displayed. If there is more than one page of records available to view in the list of records, use the Page arrows at the bottom of the list to view the additional pages. 5. Under Available Times, click the start or end time of the time that you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes, and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter any additional information about the service activity.
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.
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Customers
Location
Show Time As
Site
Changing the Site after you have selected 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, there might be conflicts. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. Under Information, click Common, and then 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 indicate a Category and Sub-Category. 7. Click Save or Save and Close. The service activity appears as a color block on the Service calendar, as well as on the calendar in the Workplace and Activities areas. Tip You can record a customer's preferences for a specific time, day, service, facility, equipment, and customer service representative in the customer record on the Administration tab. As you are scheduling a service activity, the customer's preference is displayed in the Form Assistant pane. Notes Changing any information in the Scheduling Information area after you have selected a time for the service activity is not recommended. Doing so might cause conflicts in the schedule. In the list of possible service activity search results, you can click the Page Back arrow to initiate a new search. Paging back does not display the previous page.
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Related Topics
Work with Service Activities ........................................................................................................ 87 Navigating the Service Calendar ................................................................................................ 74 Booking Service Activities in the Service Calendar .................................................................... 87
Booking Service Activities in the Service Calendar

The Service calendar displays all of your organization's scheduled service activities and appointments. They are shown as blocks of time in a linear view of the daily, weekly, or monthly calendar. Resources can see their service activities in their Workplace calendar, also. The main purpose of the service calender is to monitor service activities and book services for customers. Services are defined to require specific personnel, facility, and equipment. Resources have schedules that define when they are available to perform services. When you schedule a service, search for an available time and then book the service by saving the service activity. That time is reserved for the selected resources.
Schedule Service Activity

Use this form to search for an available time for a service activity. You can either search for an open time using search criteria that at a minimum includes selecting a service, or you can define a more complex set of criteria. You can also create a service activity without checking for conflicts in the scheduled service. The service activity appears as a color block on the Service calendar, as well as on the calendar in the Workplace and Activities areas. You cannot create a recurring service activity. Create individual service activities as appropriate.
Work with Service Activities

You can search for an available time to perform a service for a customer. Notices and reminders are not sent automatically to the customer or the resource providing the service.
Work with the Workplace Calendar

Use the Workplace calendar to view by the day, week, or month and to create and edit appointments and service activities.
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View the calendar in the Workplace area

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions The Workplace calendar displays the appointments and service activities to which you are a participant. 1. In the Navigation Pane, click Workplace. Then, under My Work, click Calendar. 2. On the calendar, you can change the view by doing any of the following:
To change the calendar view, under Calendar Views, click one of the views:
Month The calendar displays a monthly calendar. Week The calendar displays a 7-day week. Day The calendar displays an hourly list for a single day.
To view a summary of an appointment, on the calendar, place the cursor over the appointment. To view or edit the details of an appointment, on the calendar, click the appointment link. The
Appointment form opens. 3. To change the dates displayed on the calendar, on the calendar control, click the arrows or a specific date. 4. To view today's appointments and service activities, on the calendar control, click Today. The calendar displays the hourly list for today. 5. To refresh the calendar, in the top right corner of the calendar, click the Refresh button .
Note The calendar displays canceled and completed appointments and service activities. To remove an appointment or service activity from the calendar, delete the record.
Related Topics
Work with the Workplace Calendar ............................................................................................. 87 Service Calendar ......................................................................................................................... 75
Print the details of an activity from a calendar

Can I do this task?
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This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions You can print the details of an appointment or service activity from the Workplace calendar or the Service calendar. 1. Locate and open the appointment or service activity you want to print. 2. On the File tab, click Print Preview. 3. In the Preview dialog box, click Print. 4. In the Print dialog box, set the printing options you want, and then click Print. 5. On the Standard toolbar, click Close. Note To print the entire calendar as you see it in the window, click Print in Microsoft Internet Explorer.
Related Topics
Work with the Workplace Calendar ............................................................................................ 87
Create or edit an appointment

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions You can modify any of the information in an open appointment. If you change the date and times of the appointment, Microsoft Dynamics CRM will recheck for schedule conflicts. The calendar displays canceled and completed appointments and service activities. To remove an appointment or service activity from the calendar, delete the record. 1. Create an appointment or a recurring appointment in: Calendar in Workplace a. In the Navigation Pane, click Workplace. Then, under My Work, click Calendar. b. Under Create a New, click Appointment. c. Service Calendar d. In the Navigation Pane, click Service, and then click Service Calendar. e. On the Actions toolbar, click New, and then click Appointment. f. Activities area
g. In the Navigation Pane, click Workplace, and then under My Work click Activities. h. On the Actions toolbar, click New.
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i.
In the New Activity dialog box, click Appointment, and then click OK.
2. In the Appointment dialog box, on the Appointment tab, you must enter information into the following fields:
Subject
Type a description of the appointment. The first 12 characters appear in the Workplace calendar and Service calendar.
Start Time
Type the date and time that the appointment begins.

End Time
Type the date and time that the appointment ends. Microsoft Dynamics CRM automatically sets the appointment for a duration of 30 minutes starting on the next half hour.
Required
To locate and select participants that must attend this appointment, click the box next to the label. You can click the Lookup button to search for and select records.
Participants are not sent notification of new or updated appointments. In Microsoft Dynamics CRM for Outlook you can include recipients that are not contacts in Microsoft Dynamics CRM. The names are displayed as red text. Click the name that appears in red text to resolve so you can resolve it to an existing contact or account, or create a new record. 3. Add optional information.
To add Optional participants, click Lookup to search for records. In the Location box, enter the room or address where the appointment will occur. In the Show Time As list, select how you want the appointment to appear on your calendar. If you
select Free or Tentative, other appointments and service activities can be scheduled during that time.
In the Duration box, record the time you spend on the activity. If this activity is related to a case and
the case is linked to a contract line, the durations of all the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer. The maximum duration of an appointment or service activity is 10 days.
Click All Day Event if this event is for the entire time you are working. The appointment's duration will
be the same as your working hours. For example, if your working hours are 9 a.m. to 6 p.m., then the duration of your appointment is 9 hours, but will display as "1 day". 4. On the Notes and Activities tab, click Add a new note, and then add the information that applies to your record. 5. On the Common tab, you can link the appointment to another Microsoft Dynamics CRM record and change the Organizer. If your business uses Category and Sub-Category to organize your business data, enter them on this tab.
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6. If this is a recurring appointment, click Recurrence and select the time, pattern, and date range you want the appointment to recur. 7. Click Save or Save and Close. If one or more of the participants (including you as the originator) have a service activity or appointment during this time, a warning appears. You can click Ignore and Save to save the appointment anyway. The new appointment appears in the calendar and list of activities for the participants. If the owner is not a participant, the activity will not appear in his or her calendar. Notes Appointments created in the Web application and synchronized with Microsoft Dynamics CRM for Outlook automatically set a 15-minute reminder and appear on the Outlook calendar. You can change the reminder in Outlook. To re-open a canceled appointment, on the Actions menu, click Reactivate.
Related Topics
Work with the Workplace Calendar ............................................................................................. 87 Work with Appointments ............................................................................................................. 91
Work with Appointments

Use this form to create, edit, or reschedule an appointment for an account, contact, facility/equipment, lead, or user. After you save this form, you can add attachments, check for duplicates, and convert this appointment to an opportunity or case.
Creating Contracts
Contracts document service level agreements (SLAs) and entitlements. This information includes the duration of the contract, how many case incidents or minutes of service purchased, what hours and days of the week coverage is available, and the service entitlements.
Work with Contracts

After you save a contract record, you can add contract lines, activities, attachments, and cases.
Create or edit a contract

Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions
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You can edit an existing draft contract, but not invoiced or active contracts. Note Although it is possible, creating a contract from an account is not recommended. The contract does not associate to the account correctly and allotments are not recorded. 1. In the Navigation Pane, click Service, and then click Contracts. 2. Use one of the following procedures: Start a contract from a template The contract template determines the the allotment type (minutes or cases), billing frequency, discounts, and the day and times service is available; however, with the exception of allotment type, this information can be changed in the contract. a. On the Actions toolbar, click New. b. In the Template Explorer dialog box, select the template you want to use, and then click OK. c. In the contract form, in the Contract Name box, type a unique name for the contract. For example, Adventureworks - technical support for wireless network. Start a new contract by copying an existing contract Microsoft Dynamics CRM creates a copy of the contract with a unique ID number. Any changes you make to this copy do not affect the original contract. d. From the list, open the contract you want to copy. e. In the Contract form, on the Actions f. menu, click Copy Contract.
In the Copy Contract dialog box, clear Include canceled contract lines unless you want to keep them, and then click OK. In the original contract, contract lines were canceled when they expired or the allotment is exceeded. If you want to reuse the contract lines, do not clear the check box.
3. On the General tab, you must enter information in the following boxes:
Contract Name Customer
Select the customer covered by this contract. You can click the Lookup button select records.
Contract Start Date Contract End Date
to search for and
When you save the contract,Microsoft Dynamics CRM automatically assigns the Contract ID and calculates the Duration in Days based on the contract start and end dates. A contract address is required to change the status of the contract to invoiced. In the Billing Information area, Microsoft Dynamics CRM autmoatically completes the fields when the corresponding Heading area fields are entered; however, you can change or enter the information as required. Bill To Address is required to change the status of the contract to invoiced.
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In the Pricing area, the amounts are read-only, and are calculated based on the pricing and discounts entered in the contract lines. To change the pricing, update the contract lines. To recalculate the amounts, in the Actions group, click Recalculate. 4. On the Details tab, enter additional information about the contract. In the Contract Type area, you can change the discount and service level. Discounts for contract lines are given the same discount type that you select here. Service levels are defined by your business's guidelines. In the History area, the following fields are automatically completed when the contract was created. Originating Contract The contract that the current contract was copied from. This field cannot be changed. Owner This box is filled automatically with the name of the user who is creating the record. You can click the Lookup button Contract Template You can change the contract template, if the contract status is draft. 5. Under Information, click Notes and Activities. In the Notes section, click Add a new note, and add the information that applies to your record. 6. Click Save or Save and Close. 7. Resolve potential duplicate records. If the system detects that your record might be a potential duplicate, instead of saving the record, Microsoft Dynamics CRM displays the Duplicates Detected dialog box. 8. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, doubleclick the record.
to search for other records.
records from each record type listed. 9. If your new or updated record is not a duplicate, to create the new record, click Save Record. - OR If your new or updated record is a duplicate, to cancel your changes, click Cancel. Notes If you enter a duplicate record within a few minutes of entering the first record, Microsoft Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created. Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate Records Notes The contract becomes active once it is invoiced and the start date is reached.
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You must define at least one contract line for the contract before you can change the status of the contract to invoiced. You can define several contract lines for each contract; for example, one for parts and another for maintenance. You cannot delete a contract line once it is active; instead, you can cancel it. The default days and hours of service are defined in the contract template. To change the days and hours of service, in the Actions group, click Set Calendar. You cannot edit an active contract, but you can cancel it or put it on hold. A canceled contract can be renewed and then edited. When a contract is on hold, no cases can be opened against the contract. For example, you might choose to put a contract on hold if there is an invoicing dispute, and then release the contract when the dispute is resolved. In the Actions group, click Hold Contract or Release Hold. To view a list of contracts on hold, in the View list, click Contracts On Hold.
Related Topics
Work with Contracts ....................................................................................................................91
Add or edit a contract line

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions Adding contract lines to a contract is the second step in creating and invoicing a contract. Contract lines include specific dates, the product covered, and how many cases or total minutes of allotted support are provided. You can define several contract lines for each contract; for example, one line for parts and another for maintenance. 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the contract list, open the service contract to which you want to add a contract line. 3. Under Common, click Contract Lines. 4. In the Records group, click Add New Contract Line. 5. On the General tab, you must enter information in the following fields:
Title
This information should be a descriptive of the contents of the contract line. For example, if this line is for a specific product, include the name in the title.
Start Date End Date
Note Microsoft Dynamics CRM enters the Start Date and End Date for the line automatically based on the contract dates; however, you can change the dates as needed.
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Product
To locate and select a product, click the Lookup button.

Total Cases/Minutes
Type the total case or minute allotment. The contract template determines the type of allotment (cases or minutes). As cases are opened against this contract, Microsoft Dynamics CRM displays the allotments used in the Allotments Used box.
Total Price
You must enter the total price for this contract line. 6. On the Administration tab, you can change the customer and enter the serial number of a product. Microsoft Dynamics CRM automatically enters the customer in the Customer box based on the contract's customer. However, you can change the customer if needed. 7. Under Information, click Notes and Activities. In the Notes section, click Add a new note, and add the information that applies to your record. 8. Click Save or Save and Close. Notes If cases have been opened against this contract, Microsoft Dynamics CRM tracks how much of the allotted support has been used in the Allotment Details area. You can change the Total Cases/Minutes to increase or decrease the allotment. You can cancel a contract line only when it is set to Active. By canceling a contract line instead of deleting it, you can reuse the contract lines later if you renew the contract or create a new contract based on it. In the Actions group, click Cancel Contract Line. In the Cancel Contract dialog box, in the Cancellation Date box, enter the date that you want to cancel the contract line, and then click OK.
Related Topics
Work with Contracts .................................................................................................................... 91 Supporting Customer Service with Microsoft Dynamics CRM .................................................... 98
Invoice and activate a contract

Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions Microsoft Dynamics CRM does not automatically invoice the customer or create an actual invoice unless your business has integrated Microsoft Dynamics CRM with a Microsoft BackOffice product. The invoice record displays information about the invoice, not the invoice itself. When a contract is marked as invoiced, the status changes to Invoiced until the start date. Then, the status changes to Active.
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1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list of contracts, open the service contract that you want to invoice. 3. In the Actions group, click Invoice Contract. The status is listed in the Status column in the contract list. The invoice record is displayed in the Invoice list. Note After a contract is marked as invoiced, you cannot delete the contract or change any contract information, such as the dates, contract names, or the contract ID. You can add new contract lines and cancel existing contract lines.
Related Topics
Work with Contracts .................................................................................................................... 91
Cancel or delete a contract

Can I do this task? This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the list of contracts, open the service contract that you want to cancel or delete. 3. To cancel a contract, in the Actions group, click Cancel Contract. In the Cancel Contract dialog box, type the cancellation date. - OR To delete a contract, in the Save group, click Delete. 4. Click OK. Note You can view canceled contracts in the Canceled Contracts view. If you want to temporarily cancel a contract, you can put the contract "on hold." When a contract is on hold, no cases can be opened against the contract. For example, you might choose to put a contract on hold if there is an invoicing dispute, and then release the contract when the dispute is resolved. In the Actions group, click Hold Contract or Release Hold. To view a list of contracts on hold, in the View list, click Contracts On Hold.
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Related Topics
Work with Contracts .................................................................................................................... 91 Supporting Customer Service with Microsoft Dynamics CRM .................................................... 98
Renew a contract
Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions 1. In the Navigation Pane, click Service, and then click Contracts. 2. In the View list, click Expired Contracts. 3. In the list of contracts, open the expired or invoiced contract that you want to renew. 4. In the contract form, in the Actions group, click Renew Contract. 5. If you do not want to include canceled contract lines, in the Renew Contract dialog box, clear the Include canceled contract lines check box, and then click OK. Microsoft Dynamics CRM makes a copy of the contract and sets the status to either Draft for copies of expired contracts or Invoiced for copies of invoiced contracts. The start date is set for one day after the existing contract expires. 6. Make any changes that are necessary. 7. Click Save or Save and Close.
Related Topics
Work with Contracts .................................................................................................................... 91
Use the Closed Activity list

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions Many record types allow for activities to be associated with them. For example, an opportunity might have an associated phone call activity. When you close any associated activity as completed, that activity shows up in the record history of the associated record. To view the record history, in the record, under Common, click Closed Activities.
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You can do the following in the Closed Activities list: While the record is in draft form, you can create a new activity for this record by clicking the New Activity button. You can no longer do this when the record is activated. Note that even though you create this activity from the Closed Activities list, it will be displayed in the Activities list while it is active. It will be displayed in the Closed Activities list after you set the status to completed. You can also do standard tasks such as printing, exporting data, running a report, or assigning. For information about doing those tasks, see the topic What else can I do? More tasks...
The Closed Activities list for opportunities, accounts, and contacts includes two lists that help you narrow down the number of completed activities: To narrow down the list to a certain time period, such as Last 30 days, click Filter on. To see completed activities for one particular record, click Include, and then select This Record Only. To create a list of activities that are related to any record associated with the account or contact, select Related Regarding Records.
Supporting Customer Service with Microsoft Dynamics CRM

Microsoft Dynamics CRM includes a set of features that work together to help you track and record your customer service activities.
Work with Cases

After you save a case, you can add an activity, an attachment, or a system job. As the first step of resolving a case, you can view the total amount of time spent on that case. You can view this information without actually resolving the case. Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions 1. In the Navigation Pane, click Service, and then click Cases. 2. In the Records group, click New. Or, to edit a case, open a case from the list. 3. On the General tab, enter or modify information in the following boxes:
Title
This information should include a general description of the problem. For example, if a customer calls about a problem with a late delivery, include the expected delivery date.
Customer
To locate and select a customer, click the box beside the label. You can click the Lookup button to search for and select records.
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Subject
Selecting a subject for the case associates that case with similar cases. Associating cases helps you search for cases with similar problems and find related articles. To locate and select a subject, click the box beside the label and use the Form Assistant pane. If the subject you want does not appear in the list, contact your system administrator to add it. More information: Requesting User Interface Changes
Owner
This box is filled automatically with the name of the user who is creating the record. You can click the Lookup button to search for other records.
Contract and Product Information
Enter information about which contract and contract line the case applies to. 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. Also enter any applicable product information.
Assignment Information
Enter information about how you want the case managed. 4. On the Notes and Article tab, enter all of the information that you have about this case and add related articles. 5. Click Save or Save and Close. Resolve potential duplicate records. If the system detects that your record might be a potential duplicate, instead of saving the record, Microsoft Dynamics CRM displays the Duplicates Detected dialog box. 6. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, doubleclick the record.
records from each record type listed. 7. If your new or updated record is not a duplicate, to create the new record, click Save Record. - OR If your new or updated record is a duplicate, to cancel your changes, click Cancel. Notes If you enter a duplicate record within a few minutes of entering the first record, Microsoft Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created. Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate Records Notes The first time that you save the case, Microsoft Dynamics CRM assigns it a unique case number.
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When you complete an activity, be sure to record the amount of time that you spend on the activity in the Duration box. If this case is linked to a contract line, the durations of all of the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer.
Related Topics
Supporting Customer Service with Microsoft Dynamics CRM ....................................................98 Work with Cases ..........................................................................................................................98
Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions After a case is created, it can be assigned to another user or to a team. After accepting a case, the assigned user can continue working with the customer. 1. In the Navigation Pane, click Service, and then click Cases. 2. In the list of cases, select the case that you want to assign. Or, select multiple records Select several records by pressing the CTRL key while you click each record. Select a sequence of records by clicking the first record that you want, and then press the SHIFT key while you select the last record that you want. Select all records on the page by selecting the Select/clear all records on this page check box at the top of the list. By default, the Microsoft Dynamics CRM Web application displays 50 records per page. You can increase this up to a maximum of 250 records per page to increase the number of records you can select at one time. To increase the number of records displayed per page: 1. On the File menu, click Options. 2. On the General tab, in the Records Per Page list, select the number of records to display per page. 3. Click OK. This changes the number of items that is displayed for all lists, which may slow response time when you switch record types. Therefore, you might want to set it back to a smaller number when you are done with this bulk action. 3. In the Collaborate group, click Assign. 4. In the Assign to Team or User dialog box, click Assign to another user or team. 5. Click the Lookup button 6. Click OK.
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and select the record.
Note An assigned case belongs to the user who created it until it is accepted by another user.
Related Topics
Work with Cases ......................................................................................................................... 98 Supporting Customer Service with Microsoft Dynamics CRM ................................................... 98
Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions When a problem has been solved or addressed to the customer's satisfaction, you can resolve the case and record the resolution and the amount of time to be billed to the customer. Before a case can be resolved, all of its activities must be closed. If the case is linked to a contract line, the contract line must be active and have sufficient allotments to resolve the case. You can only resolve cases one at a time. 1. Navigate to the list of cases. In the Navigation Pane, click Service, and then click Cases. - OR In the Navigation Pane, click Workplace, and then under My Work, click Queues. Then, under My Work, click Items I am working on. 2. In the list of cases, open the one you want to resolve. 3. In the Actions group, click Resolve Case. If there are any open activities for this case, you have to close them first. 4. In the Resolve Case dialog box, in the Resolution Type list, select how the case was resolved. 5. In the Resolution box, type a short explanation of the resolution. 6. The actual time spent on all activities, as recorded in the Duration box in each activity, for this case is filled out automatically in the Total Time box. This total is for information only and cannot be edited. 7. In the Billable Time list, select the amount of time spent on the case to be billed to the customer. If this case is linked to a contract, the billable time will be subtracted from the allotted minutes for that contract. 8. Type a longer description of the resolution and any other notes in the Description box. 9. Click OK. The form closes. 10. Click Close.
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Notes A Case Resolution activity is created in the Closed Activities area. Resolved cases appear in the Resolved Cases view. A case can be reactivated at any time. It will be reassigned automatically to the customer service representative (CSR) who resolved it.
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Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions If additional actions are required for a resolved case, you can reactivate the case and modify it as needed. Microsoft Dynamics CRM reassigns the case to the customer service representative (CSR) who owned the case when it was closed. The benefit of reactivating the case is that you do not have to re-enter any data. In addition, you maintain the original history of the case. 1. In the Navigation Pane, click Service, and then click Cases. 2. In the View list, click My Resolved Cases or Resolved Cases. 3. In the list of cases, open the case that you want to reactivate. 4. In the Actions group, click Reactivate Case. 5. In the Reactivate the Selected Case dialog box, click OK. 6. Modify the information on the form or add any activities that you want. More information: Work with Activities 7. Click Save or Save and Close. Notes Reactivated cases appear in the Active Cases view and the My Active Cases view of the CSR who owns the case. A new activity is not created, but the Case Resolution activity is canceled.
Related Topics
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Use the Closed Activity list

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions Many record types allow for activities to be associated with them. For example, an opportunity might have an associated phone call activity. When you close any associated activity as completed, that activity shows up in the record history of the associated record. To view the record history, in the record, under Common, click Closed Activities. You can do the following in the Closed Activities list: While the record is in draft form, you can create a new activity for this record by clicking the New Activity button. You can no longer do this when the record is activated. Note that even though you create this activity from the Closed Activities list, it will be displayed in the Activities list while it is active. It will be displayed in the Closed Activities list after you set the status to completed. You can also do standard tasks such as printing, exporting data, running a report, or assigning. For information about doing those tasks, see the topic What else can I do? More tasks...
The Closed Activities list for opportunities, accounts, and contacts includes two lists that help you narrow down the number of completed activities: To narrow down the list to a certain time period, such as Last 30 days, click Filter on. To see completed activities for one particular record, click Include, and then select This Record Only. To create a list of activities that are related to any record associated with the account or contact, select Related Regarding Records.
Send an article from a case

Can I do this task? This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions 1. In the Navigation Pane, click Service, and then click Cases. 2. In the list of cases, open the case that you want to view. 3. Under Information, click Notes and Article. 4. Click the Article box, and then search for the article. You can click the Lookup button and select records. 5. Select the Show article check box. The article appears, along with a task bar that includes Show Comments and E-mail Article buttons. 6. Click E-mail Article. The e-mail form opens with all the information about this case filled in.
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to search for
7. Make any changes to the e-mail that you want; however, any changes that you make to the article will not be saved in the original article. 8. To send the e-mail, in the Save group, click Send. If you are offline, you will need to go online to send the e-mail. 9. Click Save or Save and Close. This saves or saves and closes the e-mail message. The e-mail message appears as an activity for the case. 10. Click Save or Save and Close. This saves or saves and closes the case form.
Related Topics
Work with Cases ......................................................................................................................... 98
Auditing data in Microsoft Dynamics CRM

Track changes made to your business data by auditing your data. Use auditing to analyze the history of a particular record, view a summary of everything that changed, or to comply with regulation standards. Keep track of the changes done to a record, a field, or by a user. Microsoft Dynamics CRM automatically creates logs for the changes that are tracked.
Tracking changes for entity relationships

In Microsoft Dynamics CRM, audit tracking for entity relationships is handled differently than audit tracking for entities or fields. Here are some examples of how they are audited: Entity Relationship s 1:N Scenarios What is audited Summary
Contact associated with a parent account
If auditing is enabled for the Contact entity, the changes to the parent account reference is tracked. If auditing is enabled for the Account entity but not for the Contact entity, no change will be tracked for this transaction because the Account entity did not change.
In a 1:N relationship between entities, the change is reflected only on a single entity. Only changes to the entity that changed are recorded, provided the entity is enabled for audit.
N:N
Lead added to a marketing list
If auditing is enabled for the Lead entity, In an N:N relationship between the marketing list it is added to is entities, the change is captured on tracked for changes. both entities, provided that the entities are enabled for audit. If auditing is enabled for the Marketing
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List entity, the lead that is added is tracked for changes.
If auditing is enabled for one entity, the association of this entity with the other entity is tracked.
Special Cases Lead added to an activity, such as an e-mail activity
If auditing is enabled for the e-mail entity, e-mail activity is tracked for changes.
When the N:N relationship involves certain type of entities, such as an ActivityPartyBase or a PartyList, the relationship internally is handled as If auditing is enabled for the Lead entity, 1:N and the changes are tracked nothing is tracked because the Lead only on the ActivityPartyBase entity entity did not change. or the PartyList entity, provided ActivityPartyBase or PartyList is enabled for audit.
The following table shows the default security roles required to perform each task, and whether the task can be performed while using the Microsoft Dynamics CRM for Outlook offline. Because some tasks require special privileges, the table may also show these privileges. Can Task Be Done Offline? No
Tasks Related to Auditing Enable or disable auditing for organization
Default Security Roles and Required Privileges Security roles: System Administrator Privileges: Organization: Read, Write
Enable or disable auditing for entities
Security roles: System Administrator and System Customizer Privileges: Entity: Read, Write
No
Enable or disable auditing for fields
Security roles: System Administrator and System Customizer Privileges: Field: Read, Write
No
Deleting audit logs
Security roles: System Administrator Privileges: View Audit Partitions Delete Audit Partitions
No
View audit summary
Security roles: System Administrator Privileges: View Audit Summary
No
View audit history of individual records
Security roles:
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CEO-Business Manager Customer Service Manager Marketing Manager Sales Manager Vice President of Marketing Vice President of Sales System Administrator
Privileges: View Audit History and Read privilege on the record.
Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Auditing Permissions (on page 105) Start auditing at the organization level to allow auditing for entities and fields. When you start auditing for the first time, auditing is started by default on the following entities: Account, Contact, Goal, Goal Metric, Lead, Marketing List, Product, Quick Campaign, Rollup Query, and Sales Literature. You may want to stop auditing for maintenance purposes or when the database space is limited. Stopping auditing at the organization level stops the tracking of changes for the entities or fields for the period for which auditing is stopped at the organization level. When you start organization level auditing again, the same entities and fields are selected for auditing that were selected when you stopped auditing for the organization. 1. In the Navigation Pane, click Settings. Then under System, click Auditing. 2. In the Audit area, click Global Audit Settings. 3. To start audit tracking, in the System Settings dialog box, click the Auditing tab. Then, select the Start Auditing check box. - OR To stop audit tracking, clear the Start Auditing check box. 4. To start or stop auditing on specific business areas, select or clear one of the following the check boxes:
Common Entities. This check box is selected by default when you start auditing for the first time. Sales Entities. When select or clear this check box, auditing is started or stopped for the following
entities: Competitor, Opportunity, Invoice, Order, and Quote.

Marketing Entities. When select or clear this check box, auditing is started or stopped for the
Campaign entity.
Customer Service Entities. When select or clear this check box, auditing is started or stopped for
the following entities: Case, Contract, and Service.

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5. Click OK. Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Auditing Permissions (on page 105) You must start auditing at an organization level to enable auditing for an entity. 1. In the Navigation Pane, click Settings. Then under System, click Auditing. 2. In the Audit area, click Entity and Field Audit Settings. 3. Under Components, expand Entities. 4. Click the entity for which you want to start or stop auditing. 5. To start auditing, on the General tab, in the Options for Entity section, select the Auditing check box. To stop auditing, clear the Auditing check box. By default, when you start or stop auditing for an entity, you also start or stop auditing for all the fields of this entity. Note To publish the changes, click Publish. Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Auditing Permissions (on page 105) By default, when you enable auditing for an entity, auditing is also enabled on all its fields. You can select or clear fields for which you want to enable auditing. 1. In the Navigation Pane, click Settings. Then under System, click Auditing. 2. In the Audit area, click Entity and Field Audit Settings. 3. Under Components, expand Entities. 4. Expand the entity that has the fields for which you want to start or stop auditing, and click Fields. 5. In the field list, to start or stop auditing for a single field, open the field, and in the Auditing field, click Enabled or Disabled, respectively. - OR To start or stop auditing for more than one field, select all the fields to be started or stopped. On the Actions toolbar, click Edit. Then in the Edit Multiple Fields dialog box, in Auditing, click Enabled or Disabled, respectively. 6. Click Save. 7. Click Publish All Customizations. Notes Before you enable field auditing, you must first enable auditing for the organization.
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Field auditing only tracks value changes to the field. Field auditing does not track enabling or disabling Field Level Security for the field. Not all fields can be audited in Microsoft Dynamics CRM. To know the fields on which you can enable auditing: 4. In the Navigation Pane, click Settings. 5. Under Customization, click Customizations. 6. In the Customization area, click Customize the System. 7. Under Components, expand Entities, and then expand the entity you want. 8. Click Fields. 9. For each field, see the value in the Audit Status column. Auditing cannot be enabled on any field that has Non Applicable in the Audit Status column.
Enabling document management on entities

You can manage documents for any or all entities on Windows SharePoint. This is the default selection of entities the first time you click Document Management Settings in the Document Management area: Account Article Lead Opportunity Product Quote Sales Literature
To change which entities manage documents on Microsoft Dynamics CRM, select or clear the entity check boxes in the Document Management Settings dialog box. When you set up document management for Microsoft Dynamics CRM entities, Windows SharePoint creates document libraries and folders in the context of the Microsoft Dynamics CRM entities and records. Note The Documents link under Related appears in an entity record form only after you have set up document management for that entity.
Understanding how document management works

When you set up document management, specify a SharePoint site collection or site URL. More information: Sites and site collections overview http://go.microsoft.com/fwlink/?LinkId=200952. Microsoft Dynamics CRM uses the specified site collection or site to create document libraries for entities and folders for records on Windows SharePoint. When creating the document libraries and folders automatically on Windows SharePoint, there are document location records created on Microsoft Dynamics CRM that point to the newly-created folders.
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If you do not want to use the automatic creation feature, manually create document libraries and folders on SharePoint. After the document libraries and folders are created, create document location records in Microsoft Dynamics CRM that point to the document libraries and folders on SharePoint, and then associate the document location records with the entity records. After the organization of the content storage is in place, you can start using all the document management capabilities.
Understanding how document libraries and folders are created

There are two ways to create a folder structure: In Windows SharePoint, manually create document libraries and folders in the same context of Microsoft Dynamics CRM entities and records. Then, associate the Windows SharePoint folders with Microsoft Dynamics CRM records. Let Microsoft Dynamics CRM automatically create the document libraries and folders in Windows SharePoint.
Microsoft Dynamics CRM automatically creates document libraries and folders on Windows SharePoint if the URL you specify is for one of the following: A site collection that is on Microsoft SharePoint Server 2010 and has the Microsoft Dynamics CRM List component installed on it. A site under a site collection that is on Microsoft SharePoint Server 2010, and the site collection has the Microsoft Dynamics CRM List component installed.
If you want automatic creation, choose whether you want Microsoft Dynamics CRM to create folders based on the default (generic) structure or based on the entity. Default structure. A folder is created for each record in the document library for the entity. This is the default folder structure. For example, you have 100 bikes and 250 bikes opportunity records. These are opportunities for Margie's Travel. Microsoft Dynamics CRM creates this folder structure: ../opportunity/100 Bikes. ../opportunity/250 Bikes. In this structure:
opportunity is the document library. 100 bikes and 250 bikes are opportunity record folders.
Structure based on entity. A folder is created so that folders for primary entities (for which you want to manage documents) and their records are created under the document library for the related entity that you select. To create folders using this structure, select the Based on entity check box and then select an entity from the list (such as Account or Contact). For example, you have 100 bikes and 250 bikes opportunity records. These opportunities are associated with Margie's Travel as the parent customer. You select Account for the entity. This is the created folder structure: ../account/Margie's Travel/opportunity/100 bikes
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../account/Margie's Travel/opportunity/250 bikes In this structure:

account is the document library. Margie's Travel is the folder for the related records. opportunity is the folder for the related opportunity records. 100 bikes and 250 bikes are related opportunity record folders for the main entity.
Microsoft Dynamics CRM creates the document library when you set up document management. However, Microsoft Dynamics CRM creates the various folders in the document library only when you open a record form and click Documents under Related. The following table shows the default security roles required to perform each document management task, and whether the task can be performed while using the Microsoft Dynamics CRM for Outlook offline. Tasks Related to Document Management Enable or disable document management Default Security Roles and Required Privileges Security roles: System Administrator or System Customizer Privileges: Read, Write on all record types that are customizable. SharePoint Site: Create, Read, Write, Append, Append To Create or edit a site record Security roles: System Administrator or System Customizer Privileges: SharePoint Site Create, Read, Write, Append, Append To Create or edit a document location record Security roles: Salesperson Privileges: SharePoint Site: Read, Append To Document Location: Create, Read, Write, Append, Append To Install Microsoft Dynamics CRM List component Make a site your default site Security roles: SharePoint site collection administrator Privileges: None Security roles: System Administrator or System Customizer Privileges: SharePoint Site: Read, Write Validating sites Security roles: System Administrator or System Customizer Privileges: SharePoint Site: Read, Write No No No No No Can Task Be Done Offline? No
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Tasks Related to Document Management Add/edit a document location from a record
Default Security Roles and Required Privileges Security roles: Any Privileges: SharePoint Site: Read, Append To Document Location: Create, Read, Write, Append, Append To
Can Task Be Done Offline? No
Fix a broken location
Security roles: Any Privileges: SharePoint Site: Read, Write Document Location: Read, Write
No
Manage document
Security roles: Any Privileges: None Permissions on SharePoint required.
No
Enabling document management on entities

You can manage documents for any or all entities on Windows SharePoint. This is the default selection of entities the first time you click Document Management Settings in the Document Management area: Account Article Lead Opportunity Product Quote Sales Literature
To change which entities manage documents on Microsoft Dynamics CRM, select or clear the entity check boxes in the Document Management Settings dialog box. When you set up document management for Microsoft Dynamics CRM entities, Windows SharePoint creates document libraries and folders in the context of the Microsoft Dynamics CRM entities and records. Note The Documents link under Related appears in an entity record form only after you have set up document management for that entity.
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Create or edit site records in Microsoft Dynamics CRM

Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Document Management Permissions (on page 110) Sites in Microsoft Dynamics CRM are records that point to a site or site collection on SharePoint. Sites and site collections in SharePoint contain document libraries and folders that are used to store documents for Microsoft Dynamics CRM records. 1. In the Navigation Pane, click Settings, and then under System, click Document Management. 2. Click SharePoint Sites. 3. In the Records group, click New. 4. Enter the information or observe any noted requirements as required:
Name. Specify a descriptive and useful name for the site. Owner. By default, you are added as the owner of the site record. Description. Specify a description for the site. For example, enter what documents the site contains. URL Type. Choose whether you want to add an absolute (full) or relative URL for the site.
Absolute URL. Specify the full URL of an existing site collection or site on SharePoint. To point this site record to a site collection or site in SharePoint, specify the fully qualified URL of the site collection or site. When you create a site record with a full URL, you can use this record as a parent site to create other site records with relative URLs for sites inside the site collection or sites on the same SharePoint site. Relative URL. Only use this option when you have at least one site record pointing to a site collection in SharePoint. In the Parent Site box, select an existing Microsoft Dynamics CRM site record. In the second box, specify the name of an existing site or a subordinate site on the same SharePoint server that is relative to the parent site. If the site record that you selected as a parent site points to a site collection on SharePoint, specify the name of an existing site. If the site record that you selected as a parent site points to a site on SharePoint, specify the name of an existing subordinate site on SharePoint. Use relative URLs if the sites or subordinate sites that you want are relative to an existing site record. Relative URLs can make the site maintenance easier.
List component is installed. Click this check box if you have specified the URL of a site collection
on SharePoint Server 2010 and if you have installed the Microsoft Dynamics CRM List component on the specified parent site collection. This check box is available only if you used the Absolute URL option. The URL Validation section displays the following information about the URL:
The status of the URL validation The date when the URL was last validated 112
The status reason of the URL validation
5. Click Save. 6. To validate the URL of the site, in the Actions group, click Validate. 7. Click Save and Close. Notes To edit a site record, on the SharePoint Sites page, select the site record, and in the Records group, click Edit. To activate or deactivate a site record, on the SharePoint Sites page, select the site record and in the Records group, click Activate or Deactivate.
Related Topics
Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Document Management Permissions (on page 110) In Microsoft Dynamics CRM, SharePoint site and document location records contain links to site collections, site, document libraries, and folders in SharePoint. These site and document location records are associated with Microsoft Dynamics CRM records so that the documents for Microsoft Dynamics CRM records can be stored in SharePoint. When the links between Microsoft Dynamics CRM and SharePoint break, you must validate and fix the links so that the Microsoft Dynamics CRM records continue to point to the correct document libraries and folders for managing the documents. 1. In the Navigation Pane, click Settings, and then under System, click Document Management. 2. Click SharePoint Sites. 3. Select the site URLs that you want to validate, and then in the Actions group, click Validate. Microsoft Dynamics CRM validates all the selected site URLs and their immediate subordinate site and document library URLs. It then displays the results in Validating Sites. 4. To fix a URL, click the name of a site record, and then enter the correct URL. For more information, see Create or edit site records in Microsoft Dynamics CRM (on page 112). 5. Click Close.
Related Topics
Create or edit site records in Microsoft Dynamics CRM ........................................................... 112
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Create or edit document location records in Microsoft Dynamics CRM

Can I do this task? This task requires permissions that are found in all default sales security roles. More information about specific permissions and performing this task while offline: Document Management Permissions (on page 110) SharePoint document locations are records in Microsoft Dynamics CRM that point to a SharePoint document library or folder. To store documents for Microsoft Dynamics CRM records, the document libraries or folders must be in place. If, at the time of enabling document management, you specify a site that is on a SharePoint Server 2010 and if the site collection for the site has the Microsoft Dynamics CRM List component installed, Microsoft Dynamics CRM enables the automatic creation of document libraries and folders in SharePoint. However, If you do not want Microsoft Dynamics CRM to automatically create document libraries and folders, you can choose to manually create these in SharePoint. After you create the document libraries and folders in SharePoint, you must create document location records in Microsoft Dynamics CRM to point to these SharePoint document libraries and folders. 1. In the Navigation Pane, click Settings, and then under System, click Document Management. 2. Click SharePoint Document Locations. 3. In the Records group, click New. 4. Specify the following information as required:
Name. Type a name for the document location. This name displays in the location list in the entity
record.
Owner. By default, you are added as the owner of this location record. Description. Type a description for the document location. URL Type. Select whether you want to create the location with an absolute URL or relative URL.
Absolute URL: Select this option. In Absolute URL, specify the fully qualified URL of the location of the folder in SharePoint. - OR Relative URL: Select this option. In Relative URL, to create a relative document location to the existing site or document location record, select the existing SharePoint site or document location record. In the second box, enter the name of the SharePoint folder.
Regarding. Click the Lookup button
. In the Look Up Record dialog box, in the Look for list, select an entity. Search and select the record for which you want to create the location record in Microsoft Dynamics CRM, and click OK.
5. Click Save or Save and Close. For more information about associating a location to a Microsoft Dynamics CRM record, see Add or edit a document location.
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Note To activate or deactivate a document location, on the Document Locations page, select the document location record, and in the Records group, click Activate or Deactivate. Can I do this task? This task requires the System Administrator security role or equivalent permissions. More information about specific permissions and performing this task while offline: Document Management Permissions (on page 110) You must have folders created on Microsoft SharePoint to store the documents for your Microsoft Dynamics CRM records on Microsoft SharePoint. You can either create the folders manually or you can let Microsoft Dynamics CRM automatically create folders in the context of Microsoft Dynamics CRM records on Microsoft SharePoint. To let Microsoft Dynamics CRM automatically create folders and to deliver the documents stored on SharePoint with the same appearance and behavior as the Microsoft Dynamics CRM lists, you must install Microsoft Dynamics CRM List component on a site collection on Microsoft SharePoint Server 2010. 1. In the Navigation Pane, click Settings, and then under System, click Document Management. 2. Click SharePoint Sites. 3. Select or open the site record on which you want to install the Microsoft Dynamics CRM List component. 4. In the Actions group, click Install List Component. 5. Follow the instructions on the Download Microsoft Dynamics CRM List Component for Microsoft SharePoint Server 2010 page. For more information, see the Microsoft Dynamics CRM List Component for Microsoft SharePoint Server 2010 Readme. Note Alternatively, in the Navigation Pane, click Settings. Under System, click Install List Component.
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Create or edit site records in Microsoft Dynamics CRM ........................................................... 112
Monitoring and Managing System Jobs

System jobs are a type of process in Microsoft Dynamics CRM that can continue independently or in the background. Several Microsoft Dynamics CRM features use system jobs to perform tasks automatically, including workflows, import, and duplicate detection.
Monitoring system jobs

By monitoring system jobs, you can review the status of these background processes to ensure that they are running smoothly or have completed successfully. More information: Work with System Jobs (on page 116)
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Work with System Jobs

In the System Job list, you can view the current status of each system job that is active in Microsoft Dynamics CRM. Although Microsoft Dynamics CRM uses system jobs to perform many tasks automatically, there may be times when you need to cancel a system job or change its status manually. Concepts: Monitoring and Managing System Jobs (on page 115)
Cancel or change the status of a system job

Can I do this task? Viewing status, pausing, postponing, and resuming a system job that you created require permissions that are found in all default security roles. Deleting a system job requires permissions that typically are available only to people with the System Administrator security role. More information about specific permissions and performing this task while offline: Configuration Permissions 1. In the Navigation Pane, click Settings, and then under System, click System Jobs. 2. Select the system job that you want to cancel or that you want to change the status of. 3. On the More Actions menu, click one of the following items:
Cancel
Stops the system job permanently. Any actions that the system job had not yet completed are not performed.
Postpone
Stops the system job temporarily, with an option to resume it automatically at a specified time.
Pause
Stops the system job temporarily. You can resume a paused system job at any time.
Resume
Restarts a paused system job. Any actions that the system job had not yet completed are performed. 4. In the confirmation message, click OK. Tips If a system job fails, you can view the details about what steps failed and what the problems may have been. First, open the system job record. To display details about system job failures, move your pointer over the warning symbols. To view system job failures in a format that you can print or copy and paste, click the Print button.
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Related Topics
Work with System Jobs............................................................................................................. 116 Monitoring and Managing System Jobs.................................................................................... 115
Duplicates Detected Form

Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions 1. If the system detects that your record might be a potential duplicate, instead of saving the record, Microsoft Dynamics CRM displays the Duplicates Detected dialog box. 2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, doubleclick the record.
records from each record type listed. 3. If your new or updated record is not a duplicate, to create the new record, click Save Record. - OR If your new or updated record is a duplicate, to cancel your changes, click Cancel. Notes Your system administrator or system customizer determines the criteria for identifying a record as a potential duplicate. More information: Requesting User Interface Changes If you enter a duplicate record within a few minutes of entering the first record, Microsoft Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created. Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type.More information: Avoiding Duplicate Records
Related Topics
Work with System Jobs............................................................................................................. 116
Creating and Using Workflows

By using workflows to automate your business processes, you can:
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Ensure consistency in how records are handled. Ensure consistency in the information that is stored in your organization's Microsoft Dynamics CRM database. Allow people in your organization to focus on growing your business instead of performing repetitive tasks.
If you have the System Administrator or System Customizer security role, you have the necessary permissions to create workflows that can affect records throughout your organization's implementation of Microsoft Dynamics CRM. However, even if you do not have one of these security roles, you can still create workflows that affect the records that you own.
Workflow Lifecycle
There are three basic phases to a workflow lifecycle: creating workflows. publishing workflows, and monitoring workflow jobs.
Lesson 1: Workflow structure

There are two types of processes in Microsoft Dynamics CRM: workflows and dialogs. Both process types share some process properties and use some of the same process logic. Both types of processes are made up of process properties and process logic. You start creating workflows dialogs in the same way. However, the process properties you select define whether the process will be a dialog or a workflow. Once you define the process as a workflow, the remaining properties and the process logic that is available will be specific to workflows.
Process properties
At a minimum, each workflow requires the following properties: Process name. A descriptive name makes it easier to find and run the right workflow. Entity. Although a workflow can take action on more than one entity, it is still associated with a single primary entity. Type. You can select whether the process you create is a new blank process or a process template. A process template is a type of process that serves exclusively as the basis for creating other process. Process templates cannot start workflow jobs. Category. Workflows and dialogs are both processes, but there are differences. You must select Workflow as the category in order to use the properties and logic that is specific to workflows. Scope. A workflow's scope determines the records that the workflow can take action on. The scope is limited by the permissions that the workflow's owner has, as well as by the access level the owner selects for the scope when they create the workflow. Scope options are:
Organization Parent:Child Business Units Business Unit 118
User
How automatic processes are started. You can specify what events in your Microsoft Dynamics CRM implementation will cause the workflow to take action, such as the creation of a new lead record or a specific change to a case record. Available events are:
When a record is created. When the status of a record changes, such as when it is closed or deactivated. When a record is assigned to someone else. When a specified field in the record changes. When a record is deleted.
Availability. In addition to workflows that run automatically when certain events occur, you make the workflow available as an on-demand process, a child process, or both:
An on-demand process runs only when a user chooses to apply it to records from a toolbar or menu
in Microsoft Dynamics CRM.

A child process runs only when started by another process. It is contained within a parent process
and cannot be run on its own.
Process logic
The process logic you add to your workflow determines the specific actions that the workflow will take on records. Process logic for a workflow includes the following elements: Stages. Stages are elements of process logic that group steps. Process rules determine the required activities for a workflow and the order in which those activities must be performed. By adding stages to your process logic, you can group the steps in your workflow. Stages make the process logic of the workflow easier to read, and explain. However, stages do not affect the logic or behavior of workflows. A system job is a process that Microsoft Dynamics CRM performs independently or in the background. Stage descriptions appear as headings in system job forms, which display the progress of a workflow job, a type of system job. Stage descriptions can also appear in reports. You can use stages to define business processes that your organization uses. For example, one workflow could use stages to describe the opportunity management process for your sales team, while another workflow could define the case resolution process for your customer service representatives. Steps. A step is an element of process logic that defines a unit of business logic within a workflow. Steps can include conditions, actions, other steps, or a combination of these elements. There is no limit to how deeply you can nest workflow steps. You can add the following types of steps to workflows:
Check Condition. Defines a specific situation and any actions that should be taken if that situation
occurs. A logical "if-then" statement in a workflow.

Conditional Branch. Defines an alternative condition and action or additional steps, in cases when
the criteria in a check condition element are not met. A logical "else-if-then" statement in a workflow.
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Default Action. Defines an alternative action in all cases that do not match the criteria defined in
check conditions or parallel wait branch elements. A logical "else" statement in a workflow.
Wait Condition. Enables a workflow to pause itself until the criteria defined by the condition have
been met. The workflow starts again automatically when the criteria in the wait condition have been met.
Parallel Wait Branch. Defines an alternative wait condition with a corresponding set of additional
steps that are performed only when the initial criterion is met. You can use parallel wait branches to create timeouts in your process logic. They help prevent the workflow from waiting indefinitely until the criteria defined in a wait condition have been met.
Custom step. Provides extensions to the logical elements available by default in Microsoft Dynamics
CRM. Steps can include conditions, actions, other steps, or a combination of these elements. Custom workflow steps can be developed by using the information in the Microsoft Dynamics CRM SDK http://go.microsoft.com/fwlink/?LinkId=104332. Actions. Actions are elements of process logic that specify the actions to be performed by workflow jobs when conditions defined in the workflow have been met. By adding actions to workflow steps, you define the specific actions you want the workflow to perform. You can add the following actions to workflows:
Create a record Update a record Assign a record Send an e-mail notification Start a child workflow Change the status of a record Stop the current workflow Perform a custom workflow action
Monitor and Manage Workflows

When the conditions defined in an automatic workflow are met, or when you start an on-demand workflow, Microsoft Dynamics CRM creates workflow jobs to perform the actions defined in the workflow logic. You can see the status of in-progress workflow jobs, which workflow jobs have succeeded or failed, and why failed workflow jobs could not be finished. You can view workflow jobs from three places in Microsoft Dynamics CRM: Workflows. The individual workflow jobs created by a workflow are associated with the workflow that created them. Records. The account, lead, or other Microsoft Dynamics CRM record affected by a workflow lists each of the workflow jobs that have taken action on the record.
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System jobs. Workflow jobs are a special type of system job. You can view all of the system jobs in Microsoft Dynamics CRM, including workflow jobs, in the Settings area. More information: Work with System Jobs (on page 116)
Work with Workflows

By creating workflows, you can create the business logic necessary to automate some or all of your business processes.
Create or edit a workflow

Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. Customization tasks can be performed only while you are online. More information: Customization Permissions 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. On the Actions toolbar, click New. 3. In the dialog box, set required properties for the workflow. a. In the Workflow name box, type the name that you want to use for this workflow. b. From the Entity list, select the primary entity that you want to use with this workflow. c. In the Type area, select whether you want to create a completely new workflow or whether you want to use a workflow template. If you want to vew details about the workflow template, select the workflow template and click Properties. d. Click OK. 4. In the area in the top half of the Workflow form, set additional properties for the workflow. e. If you plan to publish this workflow to automate your business processes, from the Publish As list, select Workflow. - OR If you plan to publish this workflow as a workflow template, from the Publish As list, select Workflow Template. f. Under Available to Run, select how you want to make the workflow available to other users in your organization:
On demand. If you want to make the workflow available as an on-demand workflow, select this
check box.
As a child workflow. If you want to make the workflow available as a child workflow, select this
check box.
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g. If you are creating an automatic workflow, under Options for Automatic Workflows, set options unique to workflows that run automatically:
Scope. Select the access level that matches the workflow scope that you want to set for this
workflow. Note: The items available to you in this list depend on the privileges that have been assigned to your security role for the workflow's primary entity.
Start when. Select the check boxes that correspond to the events in your implementation of
Microsoft Dynamics CRM that you want to start the workflow. Note: If you select the Record attributes change check box, you must click Select and specify the attributes of the primary entity that you want the workflow to monitor for changes. 5. Add stages to your workflow logic. In the lower half of the Workflow form, you can add workflow stages to your workflow logic. h. Select the line in your workflow logic where you want to add the workflow stage. i. j. k. On the Workflow Logic toolbar, click Add Step and select Stage. Click OK. Click Type a stage description here and replace the default text with a description of what your workflow stage includes.
Note: If you want to add more stages to your workflow, first click the area to the left of the existing workflow stage. Next, click the Insert menu and select whether you want to add the stage above or below the one that you selected. Click Add Step, select Stage, and then click OK. 1. Add steps to your workflow logic. In the lower half of the Workflow form, you can add workflow steps to your workflow logic. Tip: You can repeat these steps to add whatever steps you want to include in your workflow logic. a. Select the line in your workflow logic where you want to add the workflow step. b. On the Workflow Logic toolbar, click Add Step and select one of the following items:
Check Condition. Adds a check condition to the workflow. You can add a check condition at any
level in your workflow logic. After you have added a check condition to your workflow, you can add one or more conditional branches and a default action to the check condition: Conditional Branch. Adds a conditional branch to the workflow. To add a conditional branch, you must select the If line in a check condition or the Otherwise, if line in another conditional branch. Note that more than six levels of conditional branching are not displayed. Default Action. Adds a default action to the workflow. You can include only one default action associated with a check condition. To add a default action, you must select the If line in a check condition or the Otherwise, if line in a conditional branch.
Wait Condition. Adds a wait condition to the workflow. You can add a wait condition at any level in
your workflow logic.

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After you have added a wait condition to your workflow, you can add one or more parallel wait branches to the wait condition: Parallel Wait Branch. Adds a parallel wait branch to the workflow. To add a parallel wait branch, you must select the Wait until line in a wait condition or the Otherwise, wait until line in another parallel wait branch. c. Click condition.
d. In the Specify Condition dialog box, select the condition for the step: Tip: After you specify one condition, move your cursor over the area to the right of the condition you just specified. New fields appear, in which you can specify additional details about the condition. 5. In the first list, select a primary entity or related entity. 6. In the second list, select a field in the entity you selected in the previous step. 7. In the third list, select the logical operator that best fits the condition you want to specify, such as Contains or Equals. 8. In the last lists or boxes, enter the values that you want to use as the criteria for your condition. 9. Click Save and Close. Tip: You can specify multiple conditions for a single process step. After you select an entity from the first column, a second line appears, where you can specify another condition. The process considers the conditions to have been met only when an event matches all of the criteria. e. On the Workflow form, click Type a step description here and replace the default text with a description of what your workflow step includes. 1. Add actions to your workflow logic. In the Workflow Logic area in the lower half of the Workflow form, you can add workflow actions to your workflow logic. Tip: You can repeat these steps to add whatever actions you want to include in your workflow logic. a. Select the line in your workflow logic where you want to add an action. b. On the Workflow Logic toolbar, click Add Step and select one of the following items:
Create Record. Creates a new record. From the Create list, select the entity for which you want to
create individual records.

Update Record. Updates a record. From the Update list, select the record that you want to update. Assign Record. Assigns a record from one user to another user. From the Assign list, select the
record that you want to reassign, and then click the Lookup button to assign the record to. create a new e-mail message or use an E-mail Template.
and select the user you want
Send E-mail. Sends an e-mail notification. From the Send e-mail list, select whether you want to
Start Child Workflow. Starts a child workflow. From the Start child workflow list, select the primary
entity of the child workflow you want to use, and then click the Lookup button workflow.
and select the child
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Change Status. Changes the status of a record. From the first Change status list, select the record
that you want to change the status of, and then select the status from the second list.
Stop Workflow. Stops the current workflow. From the Stop workflow with status of list, select the
status that you want to set for the stopped workflow. c. If a Set Properties button appears next to the new action you added, click Set Properties and specify details about the entity that this step in your workflow is taking action on.
d. Click Type a step description here and replace the default text with a description of what your workflow step includes. 2. Click Save or Save and Close. Notes If you use a wait condition to wait for a timeout, you cannot change the timeout condition (you can change individual details for the timeout, but you cannot change the timeout to another type of condition). If you need to change the conditions, delete the timeout and add a new wait condition. If you need to back up workflows, or export them for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export Customizations and Configurations
Related Topics
Work with Workflows .................................................................................................................121 Work with System Jobs .............................................................................................................116 Creating and Using Workflows ..................................................................................................117 Workflow Lifecycle .....................................................................................................................118
Add or change dynamic values in a workflow

Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions You can use dynamic values in the entities or records that you use in a workflow, as well as in the conditions in your workflow logic. 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. Open the workflow that includes fields where you want to use dynamic values. 3. If you want to add dynamic values to fields in a workflow condition, open the condition that includes the fields. - OR If you want to add dynamic values to fields in an entity or record that a workflow action uses, click Set Properties for that entity or record.
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4. If the Form Assistant pane is not displayed, click the Expand button 5. Click the field where you want to insert a dynamic value.
6. Under Dynamic Values in the Form Assistant pane, from the Operator list, select a logical operator. 7. From the first list under Look for, select the entity or record that includes the fields you want to insert as dynamic values. 8. From the second list under Look for, select the specific field you want to insert, and then click Add. 9. If you want Microsoft Dynamics CRM to insert alternative values in cases when the field you specified in steps 4 through 6 is empty, repeat these steps to add additional fields, and then use the Move Up and Move Down buttons to arrange them in the order that you want Microsoft Dynamics CRM to evaluate them. 10. If you want Microsoft Dynamics CRM to insert static text when none of the fields you have specified contain any data, in the Default text box, type the text that you want Microsoft Dynamics CRM to display instead of a dynamic value. 11. Click OK. The dynamic values appear as yellow boxes in the fields where you inserted them. 12. In the form for the entity, record, or conditions used in your workflow, click Save and Close. 13. In the Workflow form, click Save or Save and Close. Note You cannot edit dynamic values that you have already inserted in a field. To change a dynamic value, you must remove the old value and add a new one. Select the yellow box in the field for the value you want to change, press the DELETE key on your keyboard, and then add the dynamic value you want to use in its place.
Related Topics
Work with Workflows ................................................................................................................ 121 Specify Workflow Condition Form............................................................................................. 126 Creating and Using Workflows ................................................................................................. 117 Workflow Lifecycle .................................................................................................................... 118
Creating and Using Workflows

By using workflows to automate your business processes, you can: Ensure consistency in how records are handled. Ensure consistency in the information that is stored in your organization's Microsoft Dynamics CRM database.
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Allow people in your organization to focus on growing your business instead of performing repetitive tasks.
If you have the System Administrator or System Customizer security role, you have the necessary permissions to create workflows that can affect records throughout your organization's implementation of Microsoft Dynamics CRM. However, even if you do not have one of these security roles, you can still create workflows that affect the records that you own.
Publish or unpublish a workflow

Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions Activating a workflow makes it available to use as an automatic workflow, on-demand workflow, or child workflow. Unactivated workflows that are in a draft state cannot be used. 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. Select the workflow that you want to activate or deactivate. 3. To activate a workflow, on the Actions toolbar, click Activate. - OR To deactivate a workflow, on the Actions toolbar, click Deactivate. 4. In the confirmation message, click OK. Note You cannot deactivate workflows that have active workflow jobs. Before you deactivate a workflow, check for any active workflow jobs and cancel them. More information: Work with System Jobs (on page 116)
Related Topics
Work with Workflows ................................................................................................................. 121 Creating and Using Workflows .................................................................................................. 117 Workflow Lifecycle .................................................................................................................... 118
Specify Workflow Condition Form

Use this form to specify the exact conditions for a workflow step.
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Specify the conditions for a workflow step

Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions 1. Select the line in your workflow logic where you want to insert a check condition step. 2. On the Workflow Logic toolbar, click Add Step, and then select Check Condition. 3. In the check condition step, click condition. a. In the Specify Condition dialog box, select the condition for the step: Tip: After you specify one condition, move your cursor over the area to the right of the condition you just specified. New fields appear, in which you can specify additional details about the condition. 1. In the first list, select a primary entity or related entity. 2. In the second list, select a field in the entity you selected in the previous step. 3. In the third list, select the logical operator that best fits the condition you want to specify, such as Contains or Equals. 4. In the last lists or boxes, enter the values that you want to use as the criteria for your condition. 5. Click Save and Close. Tip: You can specify multiple conditions for a single process step. After you select an entity from the first column, a second line appears, where you can specify another condition. The process considers the conditions to have been met only when an event matches all of the criteria. 4. In the Specify Workflow Condition form, click Save and Close. 5. In the Workflow form, click Save or Save and Close.
Related Topics
Specify Workflow Condition Form............................................................................................. 126 Creating and Using Workflows ................................................................................................. 117 Workflow Lifecycle .................................................................................................................... 118
Add or change dynamic values in a workflow

Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions You can use dynamic values in the entities or records that you use in a workflow, as well as in the conditions in your workflow logic.
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1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. Open the workflow that includes fields where you want to use dynamic values. 3. If you want to add dynamic values to fields in a workflow condition, open the condition that includes the fields. - OR If you want to add dynamic values to fields in an entity or record that a workflow action uses, click Set Properties for that entity or record. 4. If the Form Assistant pane is not displayed, click the Expand button 5. Click the field where you want to insert a dynamic value. 6. Under Dynamic Values in the Form Assistant pane, from the Operator list, select a logical operator. 7. From the first list under Look for, select the entity or record that includes the fields you want to insert as dynamic values. 8. From the second list under Look for, select the specific field you want to insert, and then click Add. 9. If you want Microsoft Dynamics CRM to insert alternative values in cases when the field you specified in steps 4 through 6 is empty, repeat these steps to add additional fields, and then use the Move Up and Move Down buttons to arrange them in the order that you want Microsoft Dynamics CRM to evaluate them. 10. If you want Microsoft Dynamics CRM to insert static text when none of the fields you have specified contain any data, in the Default text box, type the text that you want Microsoft Dynamics CRM to display instead of a dynamic value. 11. Click OK. The dynamic values appear as yellow boxes in the fields where you inserted them. 12. In the form for the entity, record, or conditions used in your workflow, click Save and Close. 13. In the Workflow form, click Save or Save and Close. Note You cannot edit dynamic values that you have already inserted in a field. To change a dynamic value, you must remove the old value and add a new one. Select the yellow box in the field for the value you want to change, press the DELETE key on your keyboard, and then add the dynamic value you want to use in its place. .
Related Topics
Work with Workflows ................................................................................................................. 121 Specify Workflow Condition Form ............................................................................................. 126 Creating and Using Workflows .................................................................................................. 117 Workflow Lifecycle .................................................................................................................... 118
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Start an On-Demand Workflow

If you or your organization have created on-demand workflows, you can apply these workflows to records that appear in a list. Concepts: Creating and Using Workflows (on page 117) Monitoring and Managing Workflows (see "Monitor and Manage Workflows" on page 120)
Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions 1. Open the list of records that contains the record to which you want to apply a workflow, such as leads or cases. 2. Select the record or records to which you want to apply a workflow. 3. In the Process group, click Run Workflow. 4. In the Look Up Record dialog box, select the workflow that you want to run, and then click OK. In the confirmation message, click OK.
Creating and Using Dialogs

Dialogs are interactive scripts. Create them to guide users step-by-step through a defined business process. Dialogs provide: Consistent customer interactions and interactive user tasks. Consistent information entry into your organization's database. A way for people in your organization to focus on growing your business, instead of performing repetitive tasks.
If you have the System Administrator or System Customizer security role, you have the necessary permissions to create dialogs that can be started your organization. If you do not have one of these security roles, you can create dialogs that can be started for the records that you own.
Understanding dialogs structure

Dialogs are a combination of: Process properties Input arguments Variables
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Prompt and response steps Workflow logic
process properties The basic details of a process, whether a workflow or dialog, including its name and the primary entity that it acts on (such as Lead or Case).
input argument A user-defined value that is used to pass data from a parent dialog into a child dialog. An input argument can be included only in a child dialog.
variables Data that you can store in a dialog and pass in as values in steps and actions.
prompt and response A step in a dialog process that prompts customers to make selections from a set of values or to enter values in fields. The customers selection is their response. A prompt and response step may also simply provide instructions to a user that require no response in the user interface.
workflow logic All of the conditions, actions, and other logical elements that define when and how a particular workflow takes action on Microsoft Dynamics CRM records.
Work with dialogs

You can use dialogs to create processes that combine interactive scripts with workflow logic steps. Create a dialog Add or change dynamic values in a dialog Activate or deactivate a dialog Assign a process to another user Assign a process to yourself Share a process with other users Start a dialog What else can I do? More tasks...
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Start a dialog
If you or your organization have created dialogs, you can start a dialog for records that appear in a list. Concepts: Creating and using dialogs
Can I do this task? This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions 1. Open the list of records that contains the record for which you want to start a dialog, such as leads or cases. 2. Select the record on which you want to run a dialog. 3. In the Process group, click Start Dialog. 4. In the Look Up Record dialog box, select the dialog that you want to run, and then click OK. 5. In the confirmation message, click OK. Notes A dialog cannot be started on multiple records. The Start Dialog button may not be available if you do not have permission to run dialogs for the record listed.
In the Look Up Record dialog box, you will see only dialogs that you own or have been given permissions to use. Can I do this task? This task requires the System Administrator or System Customizer security role or equivalent permissions. Customization tasks can be performed only while you are online. More information: Customization Permissions 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. On the Actions toolbar, click New. 3. In the Create Process dialog box, set required properties for the dialog. a. In the Process name box, type the name that you want to use for this dialog. b. From the Entity list, select the primary entity that you want to use with this dialog. b. From the Category list, select Dialog. c. In the Type area, select whether you want to create a completely new process or whether you want to use a process template. If you want to view details about a process template, select the process template, and then click Properties. d. Click OK. 4. In the Process Properties area, set additional properties for the dialog.
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a. If you plan to publish this dialog to use for your business processes, from the Activate As list, select Process. - OR If you plan to publish this dialog as a process template, from the Activate As list, select Process template. b. Under Available to Run, select how you want to make the dialog available to other users in your organization: As an on-demand process. If you want to be able to start the dialog manually for a specified entity as an on-demand process, select this check box. As a child process. If you want use the dialog as a child dialog, which means that it starts only when it is triggered within another dialog, select this check box. 5. Add input arguments to your dialog. You can use input arguments to pass data into a dialog that will be used as a child dialog. a. In the Input Arguments section, click Add to open the Add or Modify Properties dialog box. b. In the Name field, type a unique name for the input argument. This name is the identifier for the input argument and it should be clear enough to enable you to identify it later when you want to use it in a dialog. b. From the Data type list, select the data type for the input argument: Text is an alphanumeric value. Integer is a numeric value. Float is a floating-point numeric value. c. In the Default Value field, enter a default value for the input argument. The default value must match the data type you selected. d. To save your changes and close the dialog box, click OK. 6. Add variables to your dialog. You can add variables to store data within a dialog for use later. For example, to insert data in fields for workflow activities that occur within the dialog: a. In the Variables section, click Add to open the Add or Modify Properties dialog box. b. In the Name box, type a unique name for the variable. This name is the identifier for the variable and it should be clear enough to enable you to identify it later when you want to use it in a dialog. e. From the Data type list, select the data type for the input argument: Text is an alphanumeric value. Integer is a numeric value. Float is a floating-point numeric value. f. In the Default Value box, type a default value for the variable. The value must match the data type you selected.
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g. To save your changes and close the dialog box, click OK. Notes Variables in dialogs have a global scope and can be accessed for any step in your dialog. You can use variables as data slugs in the workflow logic for different action steps in your dialog. You can use variables to maintain a running counter for determining a score based on responses in prompt and response steps. You can use variables for computational values that can be used in a dialog by using the assign value step.
7. Add stages to your dialog. In the Process Logic area in the lower half of the Process form, you can add stages to your dialog a. Under Steps, click where you want to add the stage. h. On the Process Logic toolbar, click Add Step and select Stage. i. j. Click OK. Click Type a stage description here and replace the default text with a description of what your dialog stage includes.
Note: If you add a stage to a dialog, then all steps and pages must be contained within a stage. If necessary, Microsoft Dynamics CRM will organize steps that already exist into a stage when you add a new stage. 8. Add pages to your dialog. You must add at least one page to a dialog. Pages contain the prompt and response steps that make up the basic structure of a dialog. a. Under Steps, click where you want to add the page. k. On the Process Logic toolbar, click Add Step and select Page. l. Click Type a description here and replace the default text with a description of the page.
9. Add prompt and response steps to your dialog. You must add at least one prompt and response step to a page your dialog. a. Select the line in your dialog page where you want to add the prompt and response step. m. On the Process Logic toolbar, click Add Step and select Prompt and Response. n. Under Steps, click Set Properties. o. In the Define Prompt and Response dialog box, in the Prompt Details section, type the text the user sees when they use the dialog. 6. In the Prompt Text box, type a question or instructions for the prompt. 7. In the Tip Text box, type an optional tip to help clarify the prompt. p. In the Response Details section, set the details for the response. 8. From the Response Type list, select a response type.
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Select None to have a prompt that allows no response. A prompt with no response may be an instruction to take some external action, such as calling a contact, before proceeding to the next prompt. Select Single Line to provide a response that consists of a single line of text with no more than 255 characters, including spaces. Select Option Set (radio buttons) to provide a specified set of responses that are displayed as radio buttons in the dialog. Select Option Set (picklist) to provide a specified set of responses that are available from a picklist in the dialog. Select Multiple Lines of Text (Text Only) to provide a response that consists of multiple lines of text with no more than 255 characters, including spaces.
9. From the Data type list, select a data type for the response. Text is an alphanumeric value. Integer is a numeric value. Float is a floating-point numeric value.
10. If you selected Single Line or Multiple Lines (Text Only) as the response type, type a default value in the Default Value box, and then, next to Log Response, select whether or not to log the response so that it can be used in another place in the dialog. 11. If you selected Option Set (radio buttons) or Option Set (picklist) as the response type, for Provide Values, select how you will provide values for the response. Define Values enables you to define your own values to the response. Query CRM Data enables you to provide values from a record in Microsoft Dynamics CRM.
q. Click Save and Close. r. Click Type a step description here and replace the default text with a description of what your dialog step includes. 10. Add steps to your dialog. In the Process Logic area in the lower half of the Process form, you can add a check condition step to your dialog. This step checks the data in the entity where you are running the dialog and performs an assigned action. a. Under Steps, click where you want to add the check condition step. s. On the Process Logic toolbar, click Add Step, and then select Check Condition. You can add a check condition at any level in your workflow logic. After you have added a check condition to your workflow, you can add one or more conditional branches and assign a default action to the check condition: Conditional Branch. Adds a conditional branch to the workflow. To add a conditional branch, you must select the If line in a check condition or the Otherwise, if line in another conditional branch. Note that more than six levels of conditional branching are not displayed.
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Default Action. Adds a default action to the If dialog box. You can include only one default action associated with a check condition. To add a default action, you must select the If line in a check condition or the Otherwise, if line in a conditional branch. t. Click condition.
u. In the Specify Condition dialog box, select the condition for the step: Tip: After you specify one condition, move your cursor over the area to the right of the condition you just specified. New fields appear, in which you can specify additional details about the condition. 12. In the first list, select a primary entity or related entity. 13. In the second list, select a field in the entity you selected in the previous step. 14. In the third list, select the logical operator that best fits the condition you want to specify, such as Contains or Equals. 15. In the last lists or boxes, enter the values that you want to use as the criteria for your condition. 16. Click Save and Close. Tip: You can specify multiple conditions for a single process step. After you select an entity from the first column, a second line appears, where you can specify another condition. The process considers the conditions to have been met only when an event matches all of the criteria. v. In the Process Logic area, click Type a step description here and replace the default text with a description of what your check condition step includes. 11. Add actions to your dialog. In the Process Logic area in the lower half of the Process form, you can add actions to your dialog. a. Under Steps, click where you want to add an action. w. On the Process Logic toolbar, click Add Step, and then select one of the following items: Query CRM Data. Queries a Microsoft Dynamics CRM record to return specified data. Assign Value. Assigns a specified value to a variable or input argument that you have set up for the dialog. Create Record. Creates a new record. From the Create list, select the entity for which you want to create individual records. Update Record. Updates a record. From the Update list, select the record that you want to update. Assign Record. Assigns a record from one user to another user. From the Assign list, select the record that you want to reassign, and then click the Lookup button want to assign the record to. and select the user you
Send E-mail. Sends an e-mail notification. From the Send e-mail list, select whether you want to create a new e-mail message or use an e-mail template. Start Child Workflow. Starts a child workflow. From the Start child workflow list, select the primary entity of the child workflow you want to use, and then click the Lookup button select the child workflow. and
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Link Child Dialog. Starts a child dialog. From the Link Child Dialog list, select the primary entity of the child dialog you want to use, and then click the Lookup button dialog. and select the child
Note: A link to a child dialog is the last action or step you should have in a dialog. When the dialog runs, the link to a child dialog takes you away from the parent dialog and you can't return to it. Any steps that follow the link to a child dialog will be ignored. Change Status. Changes the status of a record. From the first Change status list. Select the record that you want to change the status of and then select the status from the second list. Stop Dialog. Stops the current dialog. From the Stop workflow with status of list, select the status that you want to set for the stopped dialog. x. If a Set Properties button appears next to the new action you added, click Set Properties and specify details about the entity that this step in your dialog is taking action on. y. Click Type a step description here and replace the default text with a description of what your dialog step includes. 12. Click Save or Save and Close. Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions You can use dynamic values in the entities or records that you use in a dialog, as well as in the conditions in the workflow logic you include in your dialog. 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. Open the dialog that includes fields where you want to use dynamic values. 3. If you want to add dynamic values to fields in a condition, open the condition that includes the fields. - OR If you want to add dynamic values to fields in an entity or record that a workflow action uses, click Set Properties for that entity or record. 4. If the Form Assistant pane is not displayed, click the Expand button 5. Click the field where you want to insert a dynamic value. 6. Under Dynamic Values in the Form Assistant pane, from the Operator list, select a logical operator. 7. From the first list under Look for, select the entity or record that includes the attributes you want to insert as dynamic values. 8. From the second list under Look for, select the specific attribute you want to insert, and then click Add. 9. If you want Microsoft Dynamics CRM to insert alternative attribute values in cases when the attribute you specified in steps 4 through 6 is empty, repeat these steps to add additional attributes, and then use the Move Up and Move Down buttons to arrange the attributes in the order that you want Microsoft Dynamics CRM to evaluate them. .
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10. If you want Microsoft Dynamics CRM to insert static text when none of the attributes you have specified contain any data, in the Default text box, type the text that you want Microsoft Dynamics CRM to display instead of a dynamic value. 11. Click OK. The dynamic values appear as yellow boxes in the field where you inserted them. 12. In the form for the entity, record, or conditions used in your workflow, click Save and Close. 13. In the Process Logic area, click Save or Save and Close. Note You cannot edit dynamic values that you have already inserted in a field. To change a dynamic value, you must remove the old value and add a new one. Select the yellow box in the field for the value you want to change, press the Delete key on your keyboard, and then add the dynamic value you want to use in its place.
Related Topics
Work with Workflows ................................................................................................................ 121 Specify Workflow Condition Form ............................................................................................ 126 Creating and Using Workflows ................................................................................................. 117 Workflow Lifecycle .................................................................................................................... 118
Can I do this task? This task requires permissions that are found in all default security roles. Customization tasks can be performed only while you are online. More information: Customization Permissions Activating a dialog makes it available to use as an on-demand process or child process. You cannot use unactivated dialogs that are in a draft state. 1. In the Navigation Pane, click Settings, and then under Process Center, click Processes. 2. Select the dialog that you want to activate or deactivate. 3. To activate a dialog, on the Actions toolbar, click Activate. - OR To deactivate a dialog, on the Actions toolbar, click Deactivate. 4. In the confirmation message, click OK. Note Dialogs cannot be started automatically.
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Microsoft Dynamics CRM 2011 Administrator's Guide PDF

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Microsoft Dynamics CRM 2011 Administrator's Guide PDF

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2011 Administrators Guide

2011 Administrators Guide

Create or edit a team ............................................................................................................................. 14 Add or remove team members .............................................................................................................. 15

2011 Administrators Guide

2011 Administrators Guide

2011 Administrators Guide

2011 Administrators Guide

2011 Administrators Guide

Create a new business unit

Set auto-number formats

Set system-wide settings

Set the maximum length of an appointment.

Select to start auditing and choose which areas to audit.

Set whether Microsoft Dynamics CRM can be opened in application mode.

Specify report categories.

Set fiscal year settings

Select the date you want the fiscal year to start.

Select how you want to display the fiscal year.

Work with connections

to select the role for the record you want to

to search for and select a new owner for

Work with connections and connection roles

Set preferences for product updates

Create or edit a site

Set system-wide privacy preferences

Determining E-mail Access for Your Organization

Controlling Data Access

Overriding Security Roles

Securing Custom Fields

Work with Security Roles

Can I do this task?

Assign a different parent business unit

Change the business unit for a record

Enable or disable a business unit

Work with Teams

Create or edit a team

Click the Lookup button

to search for and select an administrator for the team.

Add or remove team members

Managing Users Add or remove users for a territory

Manage a User's Record

Work with Your User Record and Work Hours

Work with Announcements

and then click Announcements.

Work with Integrated Instant Messenging

To access the menu, click the Online Presence Jewel

Enabling online presence

Send or Copy a Shortcut

Install Microsoft Dynamics CRM E-mail Router

Work with E-mail Templates

E-mail Permissions Permissions required for e-mail-related tasks

Create and edit organizational e-mail templates

Print a quote with a mail merge document

View Your User Profile

Work Hours Services Resource groups Workflows

Using Connect to Define How Records Relate

Work with connections

to select the role for the record you want to

to search for and select a new owner for

Work with connections and connection roles

Using Connect to Define How Records Relate

Managing Relationship Roles