2013 User Guide. Contents

Transcription

1 2013 User Guide Microsoft Dynamics CRM 2013 Microsoft Dynamics CRM Online Fall '13 Microsoft Dynamics CRM for tablets Microsoft Dynamics CRM for phones Microsoft Dynamics CRM 2013 for Microsoft Office Outlook Contents What s new? Get started Work with customers Work with cases Manage your service team Work with campaigns Work with reports Administer CRM Manage your data Set up mobile apps This user guide is for people who prefer a print version of CRM Online Fall 13 Help and for those who want to customize the content for their organization. For videos, quick reference cards, ebooks, and for up-to-date information, visit the Customer Center at

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3 Contents About this guide... 1 Welcome to the User Guide... 1 What's new?... 1 What's new in Microsoft Dynamics CRM 2013?... 1 New mobile apps for phones and tablets... 3 CRM for phones: Set up and use... 3 Introducing CRM for tablets CRM for tablets: Set up and use Get started Top tasks Import contacts Import accounts, leads, or other data Quick create--enter new contacts (or other data)--fast! Keep track of notes, tasks, calls, or with activities Check for duplicates Check out these online help resources CRM for Outlook Set up CRM for Microsoft Outlook Add Outlook contacts (CRM for Outlook users only) Do your CRM work in Outlook Synchronize Microsoft Dynamics CRM data in Outlook Work offline with CRM for Outlook Sales Work with customers Create or edit a contact Create or edit an account Deactivate or activate an account or contact Create or edit a lead Create or edit an opportunity Create or edit a product Create or edit a goal Create or edit a quote Create or edit a rollup query Create or edit a competitor record Create or edit an order Create, edit, or save an Advanced Find search Collaborate and communicate Stay up-to-date with customer news with the activity feed Display your picture on the activity feed Collaborate and communicate with Yammer Send bulk to customers... 92

4 Place calls with Skype or Lync Work with charts Create or edit a chart Drill down in a chart Service Work with cases Create or edit a case Create or edit a queue Create or edit a contract Create or edit a service Create a service activity without checking for conflicts Assign a case to others Track customer and case details Support customer service with Microsoft Dynamics CRM Introduction to the Guided Case Resolution Process Find a solution from other similar cases Add a case to a queue Find what's assigned to you by using queues Resolve or cancel a case Use articles in knowledge base Navigate the service calendar Schedule a service activity Find the next available time before creating a service activity Add a phone call, task, or appointment to a record See communication history with closed activities Set up queues to manage activities and cases Work with dialogs Key steps to get started with customer service Create or edit an appointment Basics of service and service scheduling How inline lookup works Manage your service team Create charts Define support terms for customers using contracts Set work hours of a resource Set the capacity required for a service or resource Set and edit business closures Configure the process flow for customer service Create or edit a selection rule Marketing Work with campaigns Key steps to get started with marketing Target the right customers with marketing lists Create a marketing list and add members to it Reach your customers with a quick campaign

5 Campaigns vs. quick campaigns: What's the difference Plan campaigns Create or edit a campaign template Create or edit a campaign Add a marketing list, sales literature, or product to a campaign Create a quick campaign Track a campaign response Track marketing activities through planning and campaign activities Add a campaign or planning activity to a campaign CRM administration Get started with CRM administration Add users to Microsoft Dynamics CRM Manage dashboards Merge customized forms into the new style and layouts About team templates Top tasks Install product updates Assign a record to a user or team Administer the activity feed Monitor and manage system jobs Enable or disable languages Create or edit a team Create a team template and add to an entity form Add storage Import a solution Connect Microsoft Dynamics CRM to Yammer View or download developer resources Set up Microsoft Dynamics CRM to make calls with Skype or Lync Manage dashboard components Administering Microsoft Dynamics CRM Troubleshoot Microsoft Dynamics CRM View or turn off Bing Maps View your user profile Subscriptions and sign-in Manage your CRM subscription Add user licenses to your subscription Remove storage from your subscription Add License Wizard and Add Storage Wizard errors Mobile apps Set up CRM for tablets and phones (for admins) Known issues for CRM for tablets and phones Enable tracing in CRM for tablets Customize CRM for phones Server-side synchronization for processing through server-side synchronization

6 Migrate settings from the Router to server-side synchronization Set up through server-side synchronization Create server profiles and add mailboxes Create forward mailboxes or edit mailboxes Monitor processing errors System security Add or remove security from a field Assign a security role to a user Create a field security profile Understand security roles Data encryption Document management Create or edit site records Create or edit document location records Create or add a location for the first time Manage SharePoint documents from within Microsoft Dynamics CRM Business processes Guide staff through common tasks with processes Add ready-to-use business processes Create a new business process Activate a business process Assign a security role to a business process Business rules Settings Topics Enable document management on entities Add a field to a form Create or edit a public view for an entity Create or edit N-N relationships between entities Create a new entity Create or edit the main form for an entity Edit or view managed properties Add or edit an image web resource Add or edit form navigation for related entities Add a solution component Assign security roles to form Create or edit entity fields Create or edit views View or edit entity information Default solution information Create and configure forms- default solution View or edit default solution components Export a solution Export customized entity and field text for translation Change custom entity icons Import translated entity and field text

7 Test an event script Add or edit a form web resource Edit form field properties Edit a solution publisher Work with fiscal year settings Schedule time off Create or edit a resource group Create or edit a contract template Create or edit a system chart Restrict a resource from performing a service Recover database space by deleting audit logs View system status and notifications Choose the sections that are displayed in the Reading Pane Properties dialog box Sub-grid properties What is an option set? Work with your user record and work hours System Settings tabs System Settings dialog box - Outlook tab System Settings dialog box - General tab System Settings dialog box - Marketing tab System Settings dialog box - Formats tab System Settings dialog box - Reporting tab System Settings dialog box - Auditing tab System Settings dialog box - Goals tab System Settings dialog box - Customization tab System Settings dialog box - tab System Settings dialog box - Calendar tab Customize regional options - system settings Customize regional options - personal options Data management and duplicate detection Add or remove sample data Delete bulk records Audit data changes Turn duplicate detection on or off Set up duplicate detection rules Run system jobs to detect duplicates Import data with the wizard Upload a data import file Review the file upload summary Select a data map Map record types Map fields Review the mapping summary Review settings and import data

8 Mapping entity fields Solutions Create a managed solution Create, edit, and delete solutions Add or edit a solution publisher Reports Work with reports Run a report Create, edit, or copy a report using the Report Wizard Add a report Edit the default filter of a report Organize and lay out your data Share a report with other users or teams Determine who can use a report Download a report Customize and organize reports Troubleshoot problems with data not displaying in a report Available reports Case Summary Table Neglected Cases Top Knowledge Base Articles Campaign Activity Status Campaign Comparison Campaign Performance Activities Competitor Win Loss Products by Contact Invoices Invoice Status Lead Source Effectiveness Neglected Leads Orders Progress Against Goals Quotes Sales History Service Activity Volume Account Distribution Account Overview Products by Account Account Summary Neglected Accounts Sales Pipeline User Summary Accessibility Accessibility for people with disabilities

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10 About this guide This user guide is for people who prefer a print version of CRM Online Fall 13 Help and for those who want to customize the content for their organization. For videos, quick reference cards, ebooks, and up-to-date information, visit the Customer Center at Welcome to the User Guide What's new? What's new in Microsoft Dynamics CRM 2013? Welcome to Microsoft Dynamics CRM 2013! For phones! New CRM apps for Windows Phone, iphone, and Android With the new smartphone apps, you can now access important customer information from your phone. Download the app from Windows Marketplace, Apple Store, or Google Play, or check with your CRM admin (if that's someone other than you) for instructions for your organization. Works with: Windows 8.x Apple iphone ios 6.x Android 4.x Key features: See your CRM data quickly displayed and optimized for a mobile screen. Add and modify contacts, tasks, and notes as well as other relevant sales data. View activity feeds and see addresses on Bing Maps. Windows Phone only. Get back to recently viewed records even when you re not connected. Windows Phone only. All this with no additional license fees. More information: CRM for phones: Set up and use For tablets! New CRM apps for Windows 8 mobile devices or your ipad Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are. Use your Windows 8 device or ipad to stay up to date with your customer info even when you re 1

11 on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, and leads while the details are still fresh in your mind. Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin (if that s someone other than you) for instructions for your organization. Works with: Windows 8 (including Surface Pro or Surface RT) ipad (4th Gen) ipad (3rd Gen) Key features: Access your activities, accounts, contacts, leads, and opportunities from an easy-to-use dashboard. Quickly enter customer data with only a few taps. Track progress for key performance indicators visually with charts. Use Skype to communicate with your contacts. Access your personalized views of lists to see the data most important to you. Pin tiles to the app dashboard to get to the info you need quickly. All this with no additional license fees. More information: CRM for tablets: Set up and use New business processes help you follow best practices for common scenarios Check out the Microsoft Dynamics Marketplace for several business process solutions that help organizations like yours follow best practices for common scenarios by industry. These solutions help you save time by giving you a great starting point for creating business processes that match the way you do business. More information: Business process solutions available for download The system also comes with several business processes already installed. You can use them asis, or edit them as needed. More information: Add ready-to-use business processes Announcing Social Insights powered by InsideView With Social Insights, powered by InsideView, your Microsoft Dynamics CRM account information goes from static to dynamic with constant updates to three essential types of information data, insights, and connections. InsideView applies proprietary triangulation and validation techniques across 30,000+ sources and millions of company and people profiles to deliver relevant, accurate company and contact information that helps sellers find more leads, win more deals, and retain and grow customer accounts. Microsoft Dynamics CRM brings Social Insights to you with every Microsoft Dynamics CRM Online Professional license at no additional charge (U.S. only). Create compelling customer interactions. Access more degrees of connection for every prospect. Social Insights helps sellers to be more efficient and effective, while driving CRM 2

12 adoption, because it gives them the real-time insights they need to succeed all in one place; all within Microsoft Dynamics CRM. Learn more about Social Insights Navigate easily with the redesigned user interface The new user interface makes doing common tasks quicker and easier: No more Navigation Pane. To move around in the web application, you ll use the nav bar at the top of the page. The nav bar includes breadcrumbs to let you know where you re working in the system. More information: ebook: Start working in CRM It s easier to enter data. Look for the Create command in the nav bar at the top of the page. Just click or tap the command, and then enter data in a few fields to get new information into the system. More information: Quick create--enter new contacts (or other data)--fast! You can add products quickly to opportunities, quotes, and orders -- and update details like price, quantity, and discounts right on the screen where you re working. Plus, you can look up and add key stakeholders and see at a glance who is involved and what their role is. More information: Create or edit an opportunity Click or tap to contact someone. Stay in touch with your customers by clicking or tapping a phone number to make calls via Lync or Skype. Click or tap an address to send an . In addition, you can see addresses on Bing Maps. More information: Place calls with Skype or Lync Microsoft Dynamics CRM is ideal for touch-enabled monitors as well as for monitors that require a mouse. See Also CRM for tablets: Set up and use CRM for phones: Set up and use New mobile apps for phones and tablets CRM for phones: Set up and use CRM for phones is the essential business tool to help you stay connected and productive wherever you are. Stay up to date with your customer info even when you re on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, leads, and opportunities while the details are still fresh in your mind. With the CRM for phones app you can do the following: 3

13 See your CRM data quickly displayed and optimized for a mobile screen. Add and modify contacts, tasks, and notes as well as other relevant sales data. View activity feeds and see addresses on Bing Maps. (Windows Phone only.) Get back to recently viewed records even when you re not connected. Windows Phone only. All this with no additional license fees. Note If you haven t installed the CRM for phones app, you can access your data using your phone s browser. However, this isn t recommended because you lose the advantages of using the app (see the preceding list). The CRM for phones app is for installation on smartphones and isn t supported on tablets. What you need to use CRM for phones If your company uses Microsoft Dynamics CRM Online, Microsoft Dynamics CRM Online Fall 13 is required. If your company uses an on-premises version of Microsoft Dynamics CRM, Microsoft Dynamics CRM 2013 is required. Organizations that are using earlier versions of on-premises editions of Microsoft Dynamics CRM will need to upgrade. You must have an Internet or intranet connection and should install the CRM for phones app. See Installing the CRM for phones app later in this topic. CRM for phones compatibility matrix The following table lists the browsers that CRM for phones works with. Browser Version CRM for phones app CRM for phones browser Windows Phone - Internet Explorer Mobile 7.x X 8.x X X Safari on iphone ios 5.x X 6.x X X 7.x X X Android 2.3 X 3.3 X 4.x X X Blackberry 6.x X 7.x X 4

14 Browser Version CRM for phones app CRM for phones 10.x X browser Required permissions Microsoft Dynamics CRM 2013 introduces a new security privilege to provide access to use CRM for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile which granted a user access to use what was called Mobile Express, now called CRM for phones. The Go Mobile privilege has been renamed to CRM for phones. By default, this privilege is included for the following default security roles: CEO-Business Manager Salesperson Sales Manager Vice President of Sales System Administrator System Customizer This applies to new installations Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM You can add or remove this privilege from custom or default security roles to meet your business needs. Supported languages CRM for phones supports the languages listed in the following table. Mode CRM for phones browser CRM for phones app Windows Phone Languages All available Microsoft Dynamics CRM languages versions 1. Chinese (Simplified) 2. Chinese (Traditional) 3. Czech 4. Danish 5. Dutch 6. English 7. Finnish 8. French 9. German 5

15 Mode CRM for phones app - iphone CRM for phones app - Android Languages 10. Greek 11. Hungarian 12. Italian 13. Japanese 14. Korean 15. Norwegian 16. Polish 17. Portuguese(Brazil) 18. Portuguese (Portugal) 19. Russian 20. Spanish 21. Swedish 1. Chinese (Simplified) 2. Chinese (Traditional) 3. English 4. French 5. German 6. Italian 7. Japanese 8. Portuguese (Portugal) 9. Spanish 1. Chinese (Simplified) 2. Chinese (Traditional) 3. English 4. French 5. German 6. Italian 7. Japanese 8. Portuguese (Portugal) 9. Spanish When the application first loads after installation, it determines the device language and loads the user interface in that language. If the device language isn t one of the supported languages, the application loads in English. Once the application has been configured in a Microsoft Dynamics 6

16 CRM organization, the application will load the application pages in the language specified in your personal options. If your language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization s base language isn t supported, English will be the final fallback if it is enabled on the server. Installing the CRM for phones app Check with your admins to see if they have set up CRM for phones for you by using Set up CRM for phones. If they have, and you ve been directed to install CRM for phones, do the following: Windows Phone 8 users Go to the Windows Phone Store and install Microsoft Dynamics CRM. Apple iphone users Go to the Apple App store and install Microsoft Dynamics CRM. Android phone users Go to the Google Play store and install Microsoft Dynamics CRM. The app will display a splash page with a text box to enter your company s Microsoft Dynamics CRM web address. Sign-in for Microsoft Dynamics CRM Using CRM for phones Navigation and search When you first open CRM for phones, you re presented with a list of record types such as accounts, contacts, and leads. 7

17 Tap a record type to display a list of records. Tap the search icon to search for records. Enter text to search. 8

18 Tap the search icon. Tap the Microsoft Dynamics CRM logo to return to the list of record types. 9

19 Views CRM for phones displays the first two columns of the selected view. Tap the view name to change the current view. For example, you can change the view from Active Contacts to My Active Contacts by tapping Active Contacts and selecting My Active Contacts. Initially, 10 records are retrieved for display. Scroll down to retrieve more records. Forms You can view forms defined as mobile forms in CRM for phones. 10

20 Only fields that contain data are displayed. Lookup fields Use Lookup fields to find records. Tap the Find icon ( ). 11

21 Tap Look Up More Records. Enter a few characters to search and tap find. 12

22 Select the record and tap done. Your record is entered. 13

23 Start a call or Start a call or launch your app by tapping on a phone number or an field. Tap the phone number to start a call. Complete activities After finishing an activity, you can mark it as complete. On a Windows Phone, tap the check icon. 14

24 On an iphone or Android, tap the more command and then tap MarkActivityAsComplete. In your phone s browser, tap the check icon. 15

25 Add attachments You can add an attachment such as a document or picture to a record. Tap the attachment icon. Windows Phone app features The following features are available with the CRM for phones app for Windows Phone. Activity feeds 16

26 If activity feeds are enabled in your Microsoft Dynamics CRM, you can view user or auto posts in CRM for phones. Tap what s new. View the posts. 17

27 Record panorama You can swipe to view additional information. Swipe to view related entities (record types). 18

28 Swipe to view the activity feeds wall. Offline You can access recently viewed (cached) data while disconnected from the network. You can view but not edit data. Clear local cache 19

29 On a Windows Phone, if you ve modified organization settings by making customization or other changes, you can force the changes to appear on the phone by clearing the cache. Tap the gear icon and then tap clear local cache. You can also tap the gear icon to get version info. 20

30 See Also Known issues for CRM for tablets and phones Set up CRM for phones Create and edit mobile forms Introducing CRM for tablets Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are. Use your Windows 8 device or ipad to stay up to date with your customer info even when you re on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, and leads while the details are still fresh in your mind. Works with: Windows 8 (including Surface Pro or Surface RT) ipad (4th Gen) ipad (3rd Gen) Key features Access your activities, accounts, contacts, and leads from an easy-to-use dashboard Quickly enter customer data with only a few taps Track progress for key performance indicators visually with charts Use Skype to communicate with your contacts Access your personalized views of lists and grids so that you see the data most important to you Pin tiles to the app dashboard to get to the info you need quickly 21

31 Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin (if that s someone other than you) for instructions for your organization. See Also CRM for tablets: Set up and use CRM for tablets: Set up and use With Microsoft Dynamics CRM for tablets you can access your Microsoft Dynamics CRM account from mobile devices through our new tablet apps: Microsoft Dynamics CRM for Windows 8 and Microsoft Dynamics CRM for ipad. You can look up records, edit them, create new ones, and keep in touch with colleagues. All while on the go! What you need to use CRM for tablets Hardware Minimum Hardware Requirements Processor Memory Resolution ARM 1 GB 1366x768 (720p) 1920x1080 (1080p) Other resolutions will be supported through operating system scaling. Operating Systems Operating System Supported Windows Windows 8 RT Windows 8 Windows 7 Yes Yes No ios ios 7 ios 6 ios 5 and below Yes Yes No 22

32 Devices Hardware Device Supported Windows 8 Surface RT Surface Pro Windows 8 RT (other manufacturers) Windows 8 (other manufacturers) Yes Yes See Hardware Requirements See Hardware Requirements ios ipad (4th Gen) ipad (3rd Gen) ipad 2 (2nd Gen) ipad (1st Gen) ipad Mini iphone (any version) ipod (any version) MacBook (any version) Yes Yes No No No No No No Important CRM for tablets is not compatible with other mobile devices, such as smart phones (Windows Phone, iphone, or Android-based), or other tablet devices, such as Androidbased tablets. Deployments CRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using CRM for tablets require the Microsoft Dynamics CRM Online Fall 13 release. Microsoft Dynamics CRM 2013 on-premises deployments require Internet Facing Deployment (IFD) for users to access their data on their tablets. Required Privileges A new security privilege was introduced to provide access to use CRM for tablets. The privilege is called Use CRM for tablets. Prior releases of Microsoft Dynamics CRM have included a privilege called Go Mobile, which grants a user access to use of Microsoft Dynamics CRM from a mobile phone. To avoid confusion between the existing privilege (for phones) and the new CRM for tablets privilege, the Go Mobile privilege has been renamed to CRM for phones. 23

33 By default, this privilege is included for the following default security roles: CEO-Business Manager Salesperson Sales Manager Vice President of Sales System Administrator System Customizer This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM You can add or remove this privilege from custom or default security roles to meet your business needs. Supported Languages CRM for tablets supports the following languages: English French German Italian Spanish Portuguese (Portugal) When the application first loads after installation, it will determine the device language and load the user interface in that language. If the device language is not one of the supported languages, the application will load in English. Once the application has been configured in a Microsoft Dynamics CRM organization, the application will load the application pages in the language specified in the user s personal options. If the user language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization s base language is not supported, then English will be the final fallback if it is enabled on the server. Install CRM for tablets Check with your admins to see if they have set up CRM for tablets for you. More information: CRM for tablets: Information for admins. If they have, and you ve been directed to install CRM for tablets, do the following: Windows 8 users Go to the app store for Windows 8 and install Microsoft Dynamics CRM. Apple ipad users Go to the Apple App store and install Microsoft Dynamics CRM. 24

34 CRM for tablets app on Windows 8 start screen The app displays a splash page with a text box to enter your company s Microsoft Dynamics CRM web address. After you provide the URL, click the arrow button in the lower-right corner to continue. Sign-in for Microsoft Dynamics CRM Note For Microsoft Dynamics CRM Online users Once you tap the arrow button to sign in with the web address you provide, CRM for tablets adds d (two dashes + d) to the address. For example, if your organization 25

35 address is CRM for tablets will change the address to If you need to retry signing in, you ll see d in the web address. You can sign in with the modified address or reset it to the address you normally use. Use CRM for tablets Sales Dashboard The home page that appears in CRM for tablets displays a combination of views and charts. The views, charts, and order they are displayed on the home page are based on a dashboard named Sales Dashboard. This is a new system dashboard created specifically for CRM for tablets. The default dashboard experience is tailored for salespeople, but your admin can customize this dashboard through the web application the same way they would customize any other system dashboard. The Sales Dashboard contains the following content by default: Pinned Tiles section My Activities (List) My Open Opportunities (List) My Open Leads (List) My Active Accounts (List) My Open Opportunities Sales Pipeline (Chart) My Closed Opportunities in Current Fiscal Year Top Customers (Chart) The Pinned Tiles section doesn t appear in the web application and appears only in CRM for tablets if you have pinned records or views to the dashboard. 26

36 Command bar By default, some of the commands that appear in the web application don t appear in the CRM for tablets app. Similar to the web application, the command bar is context-sensitive and, depending on what is currently viewed or selected, the available commands will change. To access the command bar on a Windows 8 device, swipe up from the bottom of the screen. For some screen elements, a tap and hold will open the command bar. New record To create a new record, while you are on the Sales Dashboard, swipe up from the bottom to access the command bar and then tap the New Record button. This displays a list of all record types that are enabled for CRM for tablets that also have Quick Create forms. Important Only entities that have Quick Create forms appear in this list. Refresh On any page, access the command bar and tap the Refresh button to get the latest data for the page. Manual sync 27

37 To manually synchronize CRM for tablets with your Microsoft Dynamics CRM data, close the CRM for tablets app, reopen, and then choose to download the latest customizations, if there are any. Recently viewed data while you were connected is cached and available when you are disconnected. Record data like Accounts or Contacts are not synched. You can t choose which data syncs to the device like what is possible with Microsoft Dynamics CRM for Outlook. Open in browser The Open in browser command opens the current view or record in the CRM web application. You must sign in to the web application. Simple lists The lists of records that appear on the Sales Dashboard and within a form appear as simple lists. These lists have a different appearance than the typical view of records. There are a few frequently used actions you can perform on a simple list: Tap the header of a list to access the full list for the current view. Tap a list item to open the form for that item. Tap and hold an item to display the command bar. Tap the new item button (+) to the right of the view name to create a new record of that type. Note the following. The new item button (+) appears to the right of the view name for any entity type that is Read/Write enabled for CRM for tablets. Simple lists retrieve ten records at a time regardless of the Records Per Page setting in your Personal Options area of the web application. As you scroll to the bottom of the list, CRM for tablets displays additional records. Fields Displayed A typical view of records displays all columns in the view definition. A simple list displays the first few columns from the selected view. Simple lists are also capable of displaying images for each record if the entity is enabled to display images. 28

38 There are a few special list types. The Activity, Stakeholders, and Sales Team lists are discussed in the next sections. Activity Lists The simple list for activities includes some special functionality that isn t available on other lists. Each standard activity type (such as Phone call and Task) includes an icon to differentiate it from the other activity types. Next to the icon, the primary field for the activity is displayed and will wrap up to 3 lines. The next field to display is the first field from the view excluding the primary field, Due Date, and Activity Type. Activities that can be marked as complete will include a check box next to them. Simply tap the check box to mark the activity as complete. The activities list displays activities that are due today and past due activities in a darker color. Activities that are not due today or past due appear in a lighter color. Activities with a due date will display the date and time of when they are due. 29

39 Note the following: The Description field for s will not appear in lists. This is because it may contain HTML. For Activities, the new item button (+) opens a flyout so you can select the type of activity to create. This flyout contains a list of all the read/write enabled activities. Stakeholders and Sales Team Lists The Stakeholders and Sales Team lists that appear within an Opportunity display the primary field and role. These two entity lists have inline create and editing. When you tap the (+) on these lists, the existing list items move down and a lookup and a drop-down list will become present. Now you can select (or create) an entity to add to the list through the lookup, and to assign a role through the drop-down list. 30

40 Editing is an inline experience as well. If you tap the down arrow next to the role name, the dropdown list appears in edit mode and you can change roles. Select View To change the view used to display a list of records, tap and hold the name of the list. The command bar appears, which includes the Select View button. Tap the Select View button to select a different view. Personal views are listed before system views. You can t create new views within Microsoft Dynamics CRM. Lists Lists display columns similar to what you see in the web application and can be configured by editing the view for the entity. For more information, see Create or edit views. If a list is too wide to display on your screen, you can swipe to scroll to the right, and then back to the left. If more rows are available than what fits on the screen, a scrollbar appears. Up to 25 records are displayed by default. As you scroll down, CRM for tablets displays additional records. A status indicator may appear to indicate that more data is being retrieved. Resize Columns You can resize the width of columns in a view. To resize the columns, select the Resize Columns button from the command bar, and then drag the column handles to the desired width. The resizing of view columns is sticky per device. Sort 31

41 When you tap a column header, the view will be sorted in ascending order by that column. When you tap the column again, it will reverse the sort to be descending. The sorting of view columns is sticky per device. Forms In CRM for tablets, forms have the same fields as configured in the web application. Sales Lead form in web application Sales Lead form in CRM for tablets 32

42 Because the same form definition is used, you do not have to manage forms separately. For example: If you add a new field to the form, you do not need to remember to modify a different form for it to appear in CRM for tablets. Fields Item Lookup s Description Lookup fields have a slightly different user experience than you may be used to with the web application. Lookup fields in the CRM for tablets app require that you type a few characters to search for the record you want. There is not an option to select a record from a view. When you type characters into the lookup field, CRM for tablets shows matching results in the bottom left corner of your screen. To select a record, simply tap it in the list of results. Security Fields Phone Number and Address Fields Field-level security is applied in CRM for tablets. You can start a Skype call or new message with your default provider because phone number and fields are clickable in forms and lists. Communication Card A special tile exists to represent User or Contact records. This type of tile is referred to as a communication card. As shown in the following screenshot, the communication card appears at the top of the list of tiles in the Relationships section of the form. 33

43 On the right side of the communication card is an button and a phone call button. If you tap the button, it will open your default application on your tablet. If you tap the phone call button, it will initiate a Skype call. If you click or tap the phone icon to make a Skype call, the CRM for tablets app will open the phone call form when you return. On a Windows 8 device, you are automatically directed to the app store if Skype isn t installed. Tapping the main section of the contact card will open the corresponding record. CRM for tablets displays a communication card on any form that contains a Quick View form for the Contact entity. The user and contact forms always have a self-referential communication card. For example: The form for a contact record includes a communication card for the currently viewed contact record. The form for a user record always displays a communication card for the currently viewed user record. Contacts that you pin to the dashboard appear with the communication card experience if you enlarge the tile. Important When you send an message, it is not tracked in Microsoft Dynamics CRM. You must use CRM for Outlook to manually track the sent . Next and Previous Records 34

44 When you open a record from a list, the left side of the form includes a slider bar to navigate to other records from the originating list. Simply tap and hold the slider bar and move it up or down to access the next or previous records. As you move the slider bar up or down, you will see the names of the records from the list that you can choose. When you release your finger from the slider bar, the selected record will open. Notes and Attachments You can create, view, and edit notes within CRM for tablets. You can also add attachments from your device. Form Features not available There are some features available in the web application that are not available in CRM for tablets. This includes the following: Yammer and Activity Feeds Bing Maps integration SharePoint Document Libraries iframes - typically used for including web pages in a form. Web Resources The ability to switch to another form when there are multiple entities per form. The CRM for tablets app always uses the first form in the form order that you have privileges to use. 35

45 Business process flows Business process flows are available in CRM for tablets similar to what is available in the web application. There are a couple of navigation differences. A flag labeled Next Stage appears that you can tap to move to the next stage. To display additional commands related to the process, tap and hold the header of the stage section to select it. 36

46 The command bar appears with an option to move back a stage and another option to switch processes. Save Important If you have a process that spans multiple entities, including an entity that is not available in CRM for tablets, you cannot navigate to the record type that is not available. Records are saved in CRM for tablets based on how your admin configured Auto Save in your organization settings. Note the following: If Auto Save is enabled for your organization (the default), changes you made will be saved when you leave the form. 37

47 If Auto Save is disabled for your organization, you must use the command bar in CRM for tablets (swipe from the bottom of the screen) and tap Save to save your form changes. Charts Charts appear if they are included in the Sales Dashboard. Drill Through Similar to the web application, you can tap a section of a chart to drill through and see the records that represent that part of the chart. Simply tap a section of the chart and you will see the chart alongside the corresponding records. Tap another section to view the records that represent that section or click the area surrounding the chart to view all records for the current view. 38

48 Tap any of the records in the view to open the form for the record. Note You can see charts alongside a list only if you tap a chart from the Sales Dashboard. It is not possible to make a chart appear next to a list if you do not start from a chart on the Sales Dashboard. Change View While you are viewing a chart, you can change the current view. If you change the current view, it will cause the chart to be refreshed with the data that matches the filters defined in the selected view. To select a different view, tap the Select View button on the command bar and then choose another view. All available System Charts and Personal Charts will appear. 39

49 Change Chart To select a different chart to display the data, tap the Select Chart button on the command bar. Limitations The dashboard only displays charts created through the Chart Designer in the Microsoft Dynamics CRM web application. If you modified the XML for a chart definition and imported it back into Microsoft Dynamics CRM, that chart may not display in CRM for tablets. Search Perform a Search 40

50 One of the great features available in CRM for tablets is the ability to execute a Quick Find query across multiple entities (max of 10) at once. Quick Find is a core feature of Microsoft Dynamics CRM that has been available since version 1.0. In the web application and CRM for Outlook, you are currently able to search against one entity at a time. The ability to search across multiple entities at once is new with this release and is currently available only within CRM for tablets. When you perform a multi-entity Quick Find, results are grouped by entity and sorted by the order specified in the Quick Find View for the entity. As with any Quick Find query, the generated query uses a starts with condition. For example: If you search for Alpine, it would return any results where the searchable columns were found to match records that started with those characters. If the Account entity is enabled and the Name field is one of the enabled Find Columns in the Active Accounts Quick Find view, accounts that start with the word Alpine would be returned. Alpine Ski House might be one of the results returned. However, if you used the word Ski, this record would not be returned. Note the following: The multi-entity Quick Find feature is available only within CRM for tablets. You need to type at least three characters before you can perform a multi-entity Quick Find search. Important Although it is possible to add a wildcard character (such as *Ski ), this type of search should be avoided because it can result in performance issues. Filter to a specific entity If you start a search from the dashboard, the search will default to search across all entities enabled for multi-entity Quick Find. If you are viewing a form or list for a certain entity (such as Account) and then you start a search, the search will default to filter based on that entity type. The upper-right corner of the application provides a drop-down field to change the current entity filter. You can choose to search against a specific entity or choose None to search against all entities enabled for multi-entity Quick Find. 41

51 Choose None to search against all entities enabled for multi-entity Quick Find Choose a specific entity to search against Default Search Entities The following entities are enabled by default for multi-entity Quick Find: Account Contact Lead Opportunity User Competitor Activities Offline (disconnected) CRM for tablets caches records and lists that you have recently accessed within the app. The next time you open a record it will retrieve the data from the cache if it is available. A background request to the server will retrieve and render the changes and update the cache. The CRM for tablets app uses internal logic to determine which records to maintain in the cache. There is not a background synchronization process like the CRM for Outlook application or the ability to define filters that control which records will be available when CRM for tablets is not 42

52 connected. The records displayed on the Sales Dashboard are prioritized for caching. This includes the lists of records on the Sales Dashboard, as well as any records pinned to the Sales Dashboard. The data that is cached are the columns necessary to display the lists and tiles. Data from recently accessed lists and forms get second priority. The records that are cached are based on what you accessed in the CRM for tablets app. It does not cache based on records you accessed in the web application. When CRM for tablets cannot connect to the Microsoft Dynamics CRM server, you can still access cached data. The data that is cached on your device is read-only and you cannot create any new records until you reconnect to the Microsoft Dynamics CRM server. To notify you that you are working in a disconnected state, an alert will appear to indicate you are offline. When the connection to the Microsoft Dynamics CRM server is available again, you can tap the Offline indicator and then tap the Reconnect link. Note If you are using your CRM for tablets with Microsoft Dynamics CRM 2013 (on-premises): When you lose your internet connection, you can continue to use CRM for tablets while disconnected. However, once you start another app (essentially closing CRM for tablets), you will be unable to use CRM for tablets until you can connect to the internet. Note the following: Charts are not available when you are offline. This cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on a Windows 8 device. CRM for tablets does not include a feature to remotely wipe the data from a device. Images such as contact photos are cached in the browser cache, so they might not be available when you are offline. See Also Known issues for CRM for tablets and phones Set up CRM for tablets (for admins) Get started Top tasks Import contacts Whether your contacts are stored in an program, a spreadsheet, or on your phone, you ll probably want to import them into Microsoft Dynamics CRM so you can keep track of the people you do business with all in one place. Step 1: Get your import file ready First, you export your contacts into a file. 43

53 These file formats are supported: Comma-separated values (.csv) Text (.txt) Compressed (.zip) Excel Spreadsheet 2003 (.xml) The maximum file size allowed for.zip files is 32 MB. For the other file formats, the maximum file size allowed is 8 MB. Tip If you need to import a larger amount of data, see the Developer Toolkit for Microsoft Dynamics CRM for additional details. If you store contacts in more than one program, add your import files to a single.zip file. Then import the.zip file to bring in all the files at once. Follow the procedure for the program or location where your contacts are stored: Export contacts from an program 1. Export the contacts into a comma separated values file (.csv). To find specific steps to export contacts from your program, open the program s Help, and search for export. Look for topics that include exporting contacts or exporting your address book or export wizard in the title. 2. Save the file in a location where you can find it easily later. Export contacts from a spreadsheet 1. Open the spreadsheet. 2. If necessary, edit any column name in the spreadsheet to match exactly with the corresponding name shown here. Warning If the spreadsheet doesn t include all the column names listed, that s okay. However, if a column name does exist, it must match exactly with the corresponding name in the list or the import won t work. Spaces are required. Note that the word doesn t contain a hyphen. Column Name in Spreadsheet (spelling must match exactly) First Name Middle Name Last Name Business Phone 44

54 Mobile Phone Job Title Business Street Business City Business State Business Postal Code Business Country/Region Address 3. Save the file. Export contacts from your phone 1. Use a USB cable or an app to export your contacts from your phone to your computer. To find specific steps to export contacts for your brand of phone, search for export contacts from my phone in your favorite search engine (like Bing). To find an app, search your phone s online store. Step 2: Import the file You ll use the Import Data wizard to import your contacts. 1. Follow the steps for the app you re using. If using the CRM web application a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar. b. Click or tap Settings > Data Management. c. Click or tap Imports. If using CRM for Outlook a. In the Navigation Pane, click or tap Settings > System > Data Management > Imports. 45