Working with Microsoft Dynamics CRM Mike Snyder Jim Steger Kristie Reid

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2 Working with Microsoft Dynamics CRM 2011 Mike Snyder Jim Steger Kristie Reid

3 PUBLISHED BY Microsoft Press A Division of Microsoft Corporation One Microsoft Way Redmond, Washington Copyright 2011 by Mike Snyder and Jim Steger All rights reserved. No part of the contents of this book may be reproduced or transmitted in any form or by any means without the written permission of the publisher. Library of Congress Control Number: ISBN: Printed and bound in the United States of America. Third Printing: July 2014 Microsoft Press books are available through booksellers and distributors worldwide. For further infor mation about international editions, contact your local Microsoft Corporation office or contact Microsoft Press International directly at fax (425) Visit our Web site at Send comments to mspinput@microsoft.com. Microsoft and the trademarks listed at Trademarks/EN-US.aspx are trademarks of the Microsoft group of companies. All other marks are property of their respective owners. The example companies, organizations, products, domain names, addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. This book expresses the author s views and opinions. The information contained in this book is provided without any express, statutory, or implied warranties. Neither the authors, Microsoft Corporation, nor its resellers, or distributors will be held liable for any damages caused or alleged to be caused either directly or indirectly by this book. Acquisitions Editor: Todd Merrill Developmental Editor: Devon Musgrave Project Editor: Valerie Woolley Editorial Production: Christian Holdener, S4Carlisle Publishing Services Technical Reviewer: Matt Cooper Copyeditor: Becka McKay Indexer: Jean Skipp Cover: Twist Creative Seattle

4 Contents at a Glance Part I Overview and Configuration 1 Microsoft Dynamics CRM 2011 Overview Setup and Common Tasks Managing Security and Information Access Data and Document Management Part II Solutions 5 Solutions Overview and Concepts Entity: Fields and Option Sets Entity Customization: Forms Entity Customization: Views and Charts Entity Customization: Relationships Entity Customization: Custom Entities and Activities Solutions: Web Resources Solutions: Client Extensions Reports and Dashboards Part III Processes 14 Workflow Processes Dialog Processes iii

5 iv Contents at a Glance List of Figures FIGURE 1-1 Tracking Microsoft Dynamics CRM data in Microsoft Office Outlook FIGURE 1-2 The Track in CRM button for saving data to Microsoft Dynamics CRM FIGURE 1-3 Microsoft Dynamics CRM integrating with Microsoft Lync to display user presence and additional actions FIGURE 1-4 Microsoft Dynamics CRM synchronization and integration with a back-end system FIGURE 1-5 Internet Explorer interface to Microsoft Dynamics CRM FIGURE 1-6 Microsoft Dynamics CRM Mobile Express interface FIGURE 1-7 Account and Contact forms FIGURE 1-8 Open Opportunities view FIGURE 1-9 Solution editor FIGURE 2-1 Users click the Go Offline button and Microsoft Dynamics CRM for Outlook with Offline Access displays a synchronization progress window FIGURE 2-2 Default offline synchronization filters installed with Microsoft Dynamics CRM for Outlook with Offline Access FIGURE 2-3 Accessing the Outlook Filters in Microsoft Dynamics CRM for Outlook FIGURE 2-4 Microsoft Dynamics CRM for Outlook modifications to Outlook user interface FIGURE 2-5 Tracking an and setting the Regarding value FIGURE 2-6 The address book of Microsoft Dynamics CRM records and addresses FIGURE 2-7 Microsoft Dynamics CRM for Outlook synchronization filters FIGURE 2-8 Microsoft Dynamics CRM for Outlook synchronization settings FIGURE 2-9 Configuring organization settings FIGURE 2-10 Tracking token in the subject line of an message FIGURE 2-11 Configuring tracking in a user s personal options FIGURE 2-12 Turning off tracking for a user by setting the Access Types to None FIGURE 2-13 Lead Reply Trade Show Visit template FIGURE 2-14 Data Field Values dialog box FIGURE 2-15 Inserting an template into an message FIGURE 2-16 Direct button in the Contacts ribbon FIGURE 2-17 Send Direct dialog box FIGURE 2-18 Specifying whether to send the quick campaign messages upon wizard completion FIGURE 2-19 Microsoft Dynamics CRM Mail Merge for Microsoft Office Word dialog box FIGURE 2-20 Selecting mail merge recipients FIGURE 2-21 Entering the subject line FIGURE 2-22 Send ExactTarget s within Microsoft Dynamics CRM

6 Contents at a Glance v FIGURE 2-23 Selecting an organization template in the Mail Merge dialog box FIGURE 2-24 Microsoft Office Word document created when launching a mail merge from the web client FIGURE 2-25 Uploading a mail merge template to Microsoft Dynamics CRM FIGURE 2-26 Additional features offered by running a mail merge from Microsoft Dynamics CRM for Outlook FIGURE 2-27 Creating a queue FIGURE 2-28 Enabling queues for an entity FIGURE 2-29 Adding leads to a Sales queue FIGURE 3-1 Organization structure for a sample company called Adventure Works Cycle FIGURE 3-2 Role-based security and object-based security combine to determine user rights FIGURE 3-3 Web content zones in Internet Explorer FIGURE 3-4 Internet-facing deployment logon screen FIGURE 3-5 Entering Windows Live ID credentials on Microsoft Dynamics CRM Online FIGURE 3-6 Reassign Bulk Records dialog box FIGURE 3-7 Changing the default relationship behavior between entities before reassigning records FIGURE 3-8 License summary in Microsoft Dynamics CRM Deployment Manager FIGURE 3-9 Multiple security roles assigned to a user FIGURE 3-10 Salesperson security role settings FIGURE 3-11 Access levels example FIGURE 3-12 Account record as seen by a user with the default Customer Service Representative security role FIGURE 3-13 Account record as seen by a user with a revised Customer Service Representative security role FIGURE 3-14 Organizational structure for the sample company Adventure Works Cycle FIGURE 3-15 Field level security activated on the social security number field FIGURE 3-16 Enabling field level security for a field FIGURE 3-17 List of fields with field security enabled FIGURE 3-18 Edit read, update, and create permissions for a secured field FIGURE 3-19 Sharing records with users FIGURE 3-20 Sharing secured fields FIGURE 3-21 Sharing secured fields FIGURE 4-1 Default data maps included in Microsoft Dynamics CRM FIGURE 4-2 Mapping source data files to Microsoft Dynamics CRM record types FIGURE 4-3 Creating a custom Microsoft Dynamics CRM entity during the import process FIGURE 4-4 Selecting data types for a field created during the import process

7 vi Contents at a Glance FIGURE 4-5 Creating new picklist values during the import process FIGURE 4-6 Configuring the reference fields for lookups FIGURE 4-7 Final Import Data Wizard settings before completing the import process FIGURE 4-8 Deleting all records associated with an import job FIGURE 4-9 Enabling data enrichment while exporting to Excel FIGURE 4-10 Duplicate detection rule configured for the Contact entity FIGURE 4-11 Duplicates Detected dialog box FIGURE 4-12 Defining search criteria for a bulk deletion job FIGURE 4-13 Configuring bulk deletion job options FIGURE 4-14 Attaching a file to an account FIGURE 4-15 Accessing the actions menu on a file attachment FIGURE 4-16 Enabling entities for SharePoint document management FIGURE 4-17 Configuring the folder structure by entity FIGURE 4-18 Accessing SharePoint functionality in the Microsoft Dynamics CRM user interface FIGURE 4-19 Adding a SharePoint document location FIGURE 4-20 Toggling between SharePoint document locations FIGURE 4-21 SharePoint document location displayed in an IFrame in Microsoft Dynamics CRM FIGURE 4-22 Accessing additional SharePoint actions in the IFrame FIGURE 5-1 Default Account form FIGURE 5-2 Account form revised with new fields and renamed Company FIGURE 5-3 Metadata product architecture FIGURE 5-4 Default security settings for the System Customizer role FIGURE 5-5 Default solution FIGURE 5-6 New Solution form FIGURE 5-7 Sample configuration page FIGURE 5-8 System messages for the Contact entity FIGURE 5-9 Contact entity renamed as Client FIGURE 5-10 Option set example FIGURE 5-11 Application areas controlled by the site map FIGURE 5-12 Assembly links on the Solution form FIGURE 5-13 Registered assembly methods for a custom solution FIGURE 5-14 Assembly messaging steps for a custom solution FIGURE 5-15 Unmanaged solutions updating the Account entity FIGURE 5-16 Hierarchy of merged and overwrite customizations, including managed solutions and unmanaged component customizations FIGURE 5-17 Multiple managed solutions impact on the Account form FIGURE 5-18 Solution update options and impact to system FIGURE 5-19 Managed properties for an entity

8 Contents at a Glance vii FIGURE 5-20 Default Case entity dependencies FIGURE 5-21 Required, dependent components for the Account entity FIGURE 5-22 Multiple independent managed solutions example FIGURE 5-23 Multiple dependent managed solutions example FIGURE 6-1 Field properties for a single field FIGURE 6-2 Field editor for Account Number field FIGURE 6-3 How different data types and formats appear on an entity form FIGURE 6-4 Error message shown when attempting to delete a referenced field FIGURE 6-5 Dependent Components Detected list FIGURE 6-6 Updated Status Reason Of Contact FIGURE 7-1 Form areas FIGURE 7-2 Navigation using tabs FIGURE 7-3 Form header FIGURE 7-4 Form footer FIGURE 7-5 Form navigation FIGURE 7-6 Tab Properties dialog box FIGURE 7-7 Section Properties dialog box FIGURE 7-8 Header Properties dialog box FIGURE 7-9 Field Explorer FIGURE 7-10 Form navigation FIGURE 7-11 Group Name dialog box FIGURE 7-12 Account form with the Addresses relationship removed FIGURE 7-13 Addresses relationship added to a new location on the Account form FIGURE 7-14 Mobile Entity field editor FIGURE 7-15 Form Properties dialog box FIGURE 7-16 Account form with the navigation pane hidden FIGURE 7-17 Parameters list in the Form Properties dialog box FIGURE 7-18 Error message displayed when a user tries to remove a dependent field from a form FIGURE 7-19 Locked icon on the Account Number field in the form editor FIGURE 7-20 Mobile form properties FIGURE 7-21 Assign Security Roles dialog box FIGURE 7-22 Form Dependencies dialog box FIGURE 7-23 Managed Properties of System Form dialog box FIGURE 7-24 Form controls in the ribbon FIGURE 7-25 Opportunities sub-grid on the Account form FIGURE 7-26 Additional search options in the Opportunities sub-grid FIGURE 7-27 Web resource image added to the Opportunity form header FIGURE 7-28 Custom parameters for the Account entity

9 viii Contents at a Glance FIGURE 7-29 IFrame on the Account form that references Bing Maps FIGURE 7-30 IFrame Properties dialog box FIGURE 7-31 Navigation link on the Account form FIGURE 7-32 Multiple form selection FIGURE 7-33 Unsaved changes notification FIGURE 8-1 View components FIGURE 8-2 Customizing system views FIGURE 8-3 Setting a different view as the Default Public View FIGURE 8-4 Contact Associated View as seen on an account record FIGURE 8-5 Advanced Find View for contacts FIGURE 8-6 Advanced Find columns that have been edited by a user FIGURE 8-7 Contact Lookup View FIGURE 8-8 Results of a phone number search using the default Find Columns FIGURE 8-9 Contact record returned after adding Business Phone as a Find Column FIGURE 8-10 Account search results using the Quick Find View and a wildcard character FIGURE 8-11 Active Accounts view editor FIGURE 8-12 Differences between the Activity entity and some of its related entities FIGURE 8-13 The Activities page showing the Due Date filter FIGURE 8-14 Activities views on an account record FIGURE 8-15 Opportunity sales pipeline chart FIGURE 8-16 Accessing charts in a solution FIGURE 8-17 Chart properties FIGURE 9-1 Default entity relationships for the Lead entity FIGURE 9-2 Relationship editor FIGURE 9-3 The primary entity displayed as a lookup on the related entity s form FIGURE 9-4 Related entities in a grid view FIGURE 9-5 Parental relationships between entities FIGURE 9-6 Referential behavior example FIGURE 9-7 Entity relationship editor FIGURE 9-8 Account with four Tasks FIGURE 9-9 Field mappings between the Account and Contact entities FIGURE 9-10 Mapping fields between the Account and Contact entities FIGURE 9-11 Mapping custom fields between the Account and Contact entities FIGURE 9-12 Adding a new option set value FIGURE 9-13 Mapping custom option sets to system-created option sets FIGURE 9-14 Additional custom user relationships added to the Account entity

10 Contents at a Glance ix FIGURE 9-15 Adding custom self-referencing relationships to the Case entity to track parent and child case information FIGURE 10-1 Proposed entity relationship map for Litware FIGURE 10-2 Mockup of the Building form FIGURE 10-3 Mockup of the Apartment form FIGURE 10-4 Mockup of the Lease form FIGURE 10-5 Mockup of the Lease Application form FIGURE 10-6 Multiple relationships between the same two entities FIGURE 10-7 Modified Litware data model to remove multiple references per entity FIGURE 10-8 Tenants displayed on Lease form FIGURE 10-9 Current tenants displayed on Apartment form FIGURE Apartments and Leases displayed on Contact form FIGURE Creating a custom entity FIGURE Defining a custom entity as a custom activity FIGURE Custom activities in the activities menu FIGURE Custom activities appear in the ribbon under the Other Activities button FIGURE Custom activity party lists selecting records from different entity types FIGURE 11-1 Example of web resources used in Microsoft Dynamics CRM FIGURE 11-2 Example of web resources in a solution FIGURE 11-3 New web resource form FIGURE 11-4 A saved web resource s URL FIGURE 11-5 Example Web Page result from clicking the web resource URL FIGURE 11-6 Web resource Managed Properties dialog box FIGURE 11-7 The web resources Web Page (HTML) displayed on the Lead form FIGURE 11-8 Topic field on the Lead form, automatically updated with a script FIGURE 11-9 A phone number on the Account form, as entered by a user FIGURE The formatted phone number, as updated by the script FIGURE Associating the FormatPhoneNumber.js script with the Account entity FIGURE Associating the formatphonenumber method to an event handler FIGURE Associating the togglephonefields method to the Phone field s event handler FIGURE Contact record after being updated by script to deactivate the phone numbers and hide a section on the form FIGURE Form result of the Shipping Method option set script FIGURE Retrieving option set values FIGURE Displaying the customer s phone number on the opportunity form FIGURE 12-1 Screen regions in the Microsoft Dynamics CRM application interface

11 x Contents at a Glance FIGURE 12-2 Screen regions on a Microsoft Dynamics CRM entity record FIGURE 12-3 Screen regions on a Microsoft Dynamics CRM entity record FIGURE 12-4 Screen components of the application areas and navigation pane FIGURE 12-5 Screen regions in Microsoft Dynamics CRM for Outlook FIGURE 12-6 Viewing the site map section in the customizations.xml using XML Notepad FIGURE 12-7 XML structure of the default site map FIGURE 12-8 XML element structure of the site map FIGURE 12-9 Using the Url attribute of SiteMap to change the default web page in Outlook FIGURE Set Personal Options dialog box FIGURE Custom Get Started pane FIGURE Selecting the areas that display a link to the entity on the entity s properties page FIGURE Form navigation pane FIGURE Accounts grid ribbon FIGURE Ribbon XML element structure FIGURE Default Account ribbon XML element structure FIGURE Adding a Phone Call button to the main Contact tab in the Contact ribbon FIGURE 13-1 Campaign Performance Report FIGURE 13-2 Microsoft Dynamics CRM Overview dashboard FIGURE 13-3 Reports view in the My Work group FIGURE 13-4 Accessing reports from an entity s grid ribbon FIGURE 13-5 Accessing reports from the entity form FIGURE 13-6 Account Overview report run for a single record FIGURE 13-7 Modified Account Overview report FIGURE 13-8 Finding a record s GUID in the URL FIGURE 13-9 Advanced Find query example FIGURE Advanced Find results FIGURE Download Fetch XML button FIGURE Fetch XML output compared to SQL syntax FIGURE Microsoft Dynamics CRM Report Authoring Extension link on the Resource Center FIGURE Microsoft Visual Studio report design results FIGURE Filtering reports by report categories FIGURE Set As Default button on the Dashboard ribbon FIGURE Dashboard layout selection FIGURE Inserting a component from the dashboard layout FIGURE Dashboard layout guidelines FIGURE 14-1 Executing workflow processes from the Opportunities ribbon

12 Contents at a Glance xi FIGURE 14-2 Run Workflow dialog box FIGURE 14-3 Accessing workflow processes from a record FIGURE 14-4 Process view FIGURE 14-5 Workflow Process editor form FIGURE 14-6 Process Dependencies view FIGURE 14-7 Choosing fields to monitor in a workflow process FIGURE 14-8 Step description FIGURE 14-9 Adding a workflow check condition FIGURE Check condition steps FIGURE Specify Condition dialog box FIGURE Wait condition using a timeout FIGURE Workflow actions FIGURE Workflow Create Task dialog box FIGURE Workflow Edit Assign Step Parameters dialog box FIGURE Send Set Properties dialog box FIGURE Including dynamic and static values in an recipient field FIGURE Updating the status of an Activity created within the workflow process FIGURE Custom workflow assembly actions FIGURE Sample workflow process with stages FIGURE Workflow waiting to progress to next stage FIGURE Dynamic values used in a Send workflow action FIGURE Date-based dynamic values options FIGURE Accessing primary entity, related entity, custom assembly steps, and local values in dynamic values FIGURE Accessing the Duration option for a Timeout wait condition FIGURE Multiple values selected in the dynamic values box FIGURE Reviewing workflow instances from the workflow process record FIGURE Workflows associated view from a record FIGURE Workflow process instances in the System Jobs view FIGURE Accessing workflow log details from the step s tooltip FIGURE Workflow job print view FIGURE Workflow print details FIGURE Solution import option to activate processes FIGURE Workflow process after Web lead condition and actions are entered FIGURE Activated new lead process FIGURE Case escalation logic FIGURE Case escalation logic process final steps FIGURE 15-1 Accessing dialog processes from the view ribbon FIGURE 15-2 Accessing dialog processes from a record

13 xii Contents at a Glance List of Tables FIGURE 15-3 List of dialog processes for the Lead entity FIGURE 15-4 Custom button to start a specific dialog process from the Lead form s ribbon FIGURE 15-5 Configurable areas of a dialog page FIGURE 15-6 Arrow button used to hide or display the Tip area FIGURE 15-7 Process view filtered to show only dialog processes FIGURE 15-8 Process form FIGURE 15-9 Template list in the Create Process dialog box FIGURE Add or Modify Properties dialog box for input arguments FIGURE Setting input arguments for a child dialog FIGURE Dialog process with stages FIGURE Define Prompt and Response dialog box FIGURE Insert Hyperlink dialog box FIGURE Defining values for an Option Set (picklist) response using the Define Values option FIGURE Results of a Query CRM data option set in a dialog page FIGURE Creating a Query CRM Data action FIGURE Define Query page for the Query CRM Data action FIGURE Edit Columns dialog box used to change the columns displayed in query results FIGURE Fetch XML as shown on the Modify Query Variables tab of the Define Query page FIGURE Assign Value dialog box FIGURE Dialog process that links to two child dialogs FIGURE Reviewing dialog sessions from the dialog process record FIGURE Dialog session summary FIGURE Lead prequalification logic FIGURE Prequalification dialog with prompt and response pages FIGURE Prequalification dialog with Assign Value steps FIGURE Activated prequalification dialog process TABLE 1-1 Entities by Area TABLE 2-1 Microsoft Dynamics CRM for Outlook Deletion Processing TABLE 2-2 Mass Options Summary TABLE 3-1 Read Privileges for Gail Erickson by Access Level TABLE 3-2 Privileges Granted Based on Access Level and Record Ownerships TABLE 4-1 Different Option Set Values in the Source and Destination Fields TABLE 4-2 Document Management Features in Microsoft Dynamics CRM TABLE 5-1 Terminology Comparison TABLE 5-2 Customizations Allowed by Entity Type

14 Contents at a Glance xiii TABLE 5-3 Solution Definitions TABLE 5-4 Solution Install Sequence for the View Component TABLE 5-5 System Impact from Multiple Customization Changes TABLE 5-6 Import Results TABLE 6-1 Bytes Required per Data Type TABLE 6-2 Data Type Specific Field Properties TABLE 6-3 Data Type by Dynamics CRM Version Comparison TABLE 6-4 Requirement Levels TABLE 6-5 Data Types and Formats for Custom Fields TABLE 7-1 Form Event Types and Controls TABLE 7-2 Form Event Types and Controls TABLE 7-3 Passing Parameters to IFrames TABLE 8-1 System Activity Types TABLE 8-2 System Entities Available for Chart Use TABLE 9-1 Relationship Terminology TABLE 9-2 Ownership Determined by Cascading Behavior TABLE 9-3 Option Set Mapping Examples TABLE 11-1 Virtual Folder Naming Convention TABLE 11-2 Web Resource Types TABLE 11-3 Parameters for HTML Web Resources TABLE 12-1 Application Navigation Customization Tool Summary TABLE 12-2 SiteMap Attribute TABLE 12-3 Area Attributes TABLE 12-4 Group Attributes TABLE 12-5 SubArea Attributes TABLE 12-6 Privilege Attributes TABLE 12-7 Application Ribbons TABLE 12-8 RibbonDiffXml Child Elements TABLE 13-1 Data Delivery Considerations TABLE 13-2 Viewable By Actions TABLE 14-1 Status and Status Reason Values for Select Entities TABLE 14-2 Operator Options List of Sidebars xrm Framework Supported vs. Unsupported Customizations Third-Party Add-On: ExactTarget for Microsoft Dynamics CRM Microsoft Dynamics CRM and Pop-up Blockers Measuring End User Usage Troubleshooting Entity Privilege Errors Hidden Columns in the Excel Import

15 xiv Contents at a Glance Renaming Entities Calculating the Maximum Number of Fields Noneditable Status Reasons Loop Detection

16 Table of Contents Foreword xxiii Introduction xxv Part I Overview and Configuration 1 Microsoft Dynamics CRM 2011 Overview Life Without Customer Relationship Management Introducing Microsoft Dynamics CRM Distinguishing Qualities of Microsoft Dynamics CRM Licensing Connector for Microsoft Dynamics System Requirements What s New in Microsoft Dynamics CRM User Interfaces Entities and Solutions Summary Setup and Common Tasks Microsoft Dynamics CRM for Outlook Standard vs. Offline Client Integration Points Data Synchronization in Microsoft Dynamics CRM Tracking Templates Creating and Sending Mass Messages Mail Merge Queues Creating Queues What do you think of this book? We want to hear from you! Microsoft is interested in hearing your feedback so we can continually improve our books and learning resources for you. To participate in a brief online survey, please visit: microsoft.com/learning/booksurvey xv

17 xvi Table of Contents Enabling Queues Working with Queue Items Summary Managing Security and Information Access Mapping Your Needs Security Concepts Security Model Concepts User Authentication Managing Users Reassigning User Records Monitoring License Usage for Compliance Security Roles and Business Units Security Role Definitions Access Levels Privileges Security Role Inheritance Field Level Security Sharing Records Summary Data and Document Management Part II Solutions Data Management Import Data Wizard Data Enrichment Duplicate Detection Bulk Record Deletion Document Management File Attachments SharePoint Document Integration Summary Solutions Overview and Concepts Microsoft Dynamics CRM Customizations Customization Concepts Security and Permissions

18 Table of Contents xvii Solution Framework Overview Publisher Solution Properties Solution Components Entity and Entity Components Global Option Sets Client Extensions (Site Map and Ribbon) Web Resources Processes (Workflow and Dialogs) Plug-ins and Workflow Assemblies Reports and Dashboards Remaining Components Excluded Components Solution Details Publishing Customizations Reviewing Solution Packages Types Managing Component Properties Exporting and Importing Solution Packages Solution Considerations Solution Design Strategies Unmanaged Solution Independent Managed Solutions Dependent Managed Solutions Additional Considerations Summary Entity: Fields and Option Sets Fields Field Properties Data Types Requirement Levels Modifying, Adding, and Deleting Fields Status and Status Reason Fields Fields and Closing Dialog Boxes Option Sets Summary

19 xviii Table of Contents 7 Entity Customization: Forms Form Components Body Header Footer Navigation Form Customizations Main Form Customizations Mobile Form Customizations Form Actions Modify Form Properties Preview a Form Assign Security Roles Show Dependencies Configure Managed Properties Form Controls Sub-grids Web Resources Spacers Notes IFrame Navigation Links Using Multiple Forms Creating Multiple Forms Ordering Forms Viewing Entities with Multiple Forms Summary Entity Customization: Views and Charts Customizing Views View Types Customizing Views Customizing Activity Views Workplace Activities Entity Activity Views Customizing Charts Charts Overview Chart Properties

20 Table of Contents xix Creating a Chart Exporting and Importing Charts Summary Entity Customization: Relationships Understanding Entity Relationships Relationship Definition Relationship Field Relationship Navigation Relationship Behavior Entity Field Mapping Creating Custom Relationships Adding Multiple User References per Account Creating Parent and Child Cases Summary Entity Customization: Custom Entities and Activities Custom Entities Custom Entity Benefits Custom Entity Limitations Custom Entity Example Creating a Custom Entity Deleting a Custom Entity Custom Activities Summary Solutions: Web Resources Web Resources Overview Web Resource Properties Referencing Web Resources Web Resource Constraints Web Resource Types Web Page (HTML) Style Sheet Script (Jscript) Data (XML) Image Silverlight (XAP)

21 xx Table of Contents Web Resource Examples Formatting and Translating U.S. Phone Numbers Updating a Form Display Based on a Field Value Filtering Options Based on the Selection of a Field Value Displaying Customer Information on an Opportunity Form Summary Solutions: Client Extensions Understanding the Application Navigation Modifying the Site Map Editing the Site Map Importing a Site Map Working with the Get Started Pane Site Map Tips and Tricks Entity Display Areas Managing Form Navigation Modifying the Ribbon Available Ribbons Updating a Ribbon Ribbon Example Ribbon Tips and Tricks Summary Reports and Dashboards Data Delivery Design Accessing Reports in Microsoft Dynamics CRM Report Security Reports in the User Interface Customizing Reports in Microsoft Dynamics CRM Editing a Reporting Services Report Creating a Reporting Services Report Using Fetch XML Managing Reports with Microsoft Dynamics CRM Report Records Report Actions Schedule Report Edit Default Filters Report Categories