Non-Profit Solution for Microsoft Dynamics CRM

Non-Profit Solution for Microsoft Dynamics CRM 1 Non-Profit Solution for Microsoft Dynamics CRM Users Guide Table of Contents Introduction... 2 Overview... 2 Default Objects... 2 Screen Elements... 3 Required and Recommended Fields... 3 Contact Management... 4 Constituents... 4 Members... 6 Prospects... 8 Addresses... 10 Relationships... 10 Donation Management... 12 Programs... 12 Pledges... 13 Donations... 15 Member Management... 18 Memberships... 18 Benefits... 19 Communications Management... 22 Campaigns... 22 Marketing Lists... 24 Event Management... 26 Track Event Packages... 31 Track Event Sponsors:... 31 Activities & Follow Up... 34 Activities... 34 Followups... 36 Configuration... 37 Workflows... 37 Templates... 44 Reports... 52

Non-Profit Solution for Microsoft Dynamics CRM 2 Introduction Microsoft Dynamics CRM Online combines everyday Microsoft Office applications with powerful customer relationship management (CRM) software accessed over the Internet to rapidly improve relationships with donors, volunteers and clients. Microsoft Community Affairs has worked with the Dynamics Product team to create an NGO accelerator that turns a powerful sales and marketing tool into a robust CRM tailored to nonprofit needs. Microsoft Dynamics CRM Online provides a powerful yet easy-to-use CRM solution delivered over the Internet, so that organizations can get up and running quickly and cost-effectively with the flexibility to meet the unique needs of any business. Microsoft Dynamics CRM Online equips nonprofit professionals with access to constituent information through a full suite of marketing, sales, and customer service capabilities with a familiar Microsoft Office Outlook experience to help ensure rapid user adoption and fast results. Microsoft Community Affairs and the Dynamics CRM product team have developed the Non-profit Solution for Microsoft Dynamics CRM as a starting point for non-profit organizations. The accelerator has modified the corporate version of CRM to include objects such as Donations and relationships to Members. The Solution can be modified to suit most nonprofit business needs through customization. Examples of additional functionality include client and service data management, case management, group activity scheduling, volunteer management and more. Overview Default Objects Default objects are those that appear in the navigation pane on the left side of the screen. They always appear but may be disabled by your administrator, or may be unavailable based upon role security settings. If an object is disabled, it usually means that there is another place to perform that action such as tabs in a constituent record.

Non-Profit Solution for Microsoft Dynamics CRM 3 Screen Elements Navigation Pane The left area of the screen providing access to the different groupings of functionality (i.e. Relationships, Donations, Campaigns) and their sub-menus (i.e. Activities, Prospects, Members etc. for Relationships) Navigation Ribbon The ribbon at the top of the screen allowing a user to create a new activity, create a new record, navigate to groups of functionality and their sub-menus, or perform an Advanced Find query. Primary Working Pane The area of the screen within which the user will view content Tool Ribbon The ribbon above a view or on individual screens with buttons (or tools) to perform specific functions (i.e. copy, save, new) Search Ribbon The ribbon above a view allowing a user to search the view for specific records using predefined filter criteria Context Default View The default view that is displayed when a user navigates to a specific type of content (i.e. Constituents, Members, Activities, etc.) Navigation Ribbon Primary Working Pane Search Ribbon Navigation Pane Tool Ribbon Context Default View Required and Recommended Fields Business Required fields are marked with a * symbol and are required by Dynamics CRM in order to save the data in any form. Business-Recommended fields are marked with a + symbol and should also be completed. The more data you collect and enter into any form, the more information you will have available in the future for reporting or communicating with a constituent, donor, or volunteer.

Non-Profit Solution for Microsoft Dynamics CRM 4 Contact Management Constituents Constituents are individuals or contacts that you want to track and communicate with. Constituents can have the following attributes: Addresses Relationships Activities Sub-Contacts Memberships Benefits Pledges Donations How to create a constituent: 1. Log into your instance 2. From the Relationships group in the Navigation Pane, select the Constituents sub-tab and the following will be displayed: 3. Click the New button.

Non-Profit Solution for Microsoft Dynamics CRM 5 4. Fill in the Constituent (Individual) Last Name (this is the only required field) and any additional fields that you have the data to complete. 5. Save the record. NOTE: Only after saving will the detailed information be available You have several options to choose from when you save a record: Save saves the information and leaves the current record open for additional editing Save and Close saves the information and closes the record Save and New saves the information and opens a new record of the same type (member, constituent, prospect, donor, etc.) Using the relationships tab at the top vs. using the Current Employer field in Details vs. using the Parent Record field in General vs. using the Relationships details on the left. Relationships can be attached to donations and include aggregate donation amounts (lifetime, YTD, etc.). A single member can have relationships with many constituents and a single constituent can have relationships with many members.. Creating relationships requires planning and training before creation in order to produce accurate reports. The current employer field under Details can be useful for reference purpose. However, updating this field does not update the member record in any way (it is not possible to view all employees of a member from the member record). This field can be used in reporting. The Parent Record field is the basic Dynamics CRM functionality. This allows a single member to be linked to many constituents. Updating the Parent Record field in the constituent will update the Constituents list in the member organization. Although this kind of link cannot be connected to a donation, it is far easier to report on than the Relationships tab.

Non-Profit Solution for Microsoft Dynamics CRM 6 The relationships detail to the left has likely been disabled by your Dynamics CRM administrator. This functionality has been replaced with the Relationships tab at the top in the Non-profit Solution for Microsoft Dynamics CRM. This element can be easily enabled by your Dynamics CRM administrator. Members Members are not the same as constituents. Members represent a higher level entity which would equate to a company or a household in another CRM. Uses of Members: Use Members when you want to a company or household to subscribe to your organization, pay dues, renew, and receive some benefit such as newsletter or invitation to events. Using Members provides you with the ability to group constituents by organization or household in reports, identify a primary constituent for an organization or household, and to provide aggregate reporting. Members may have the following attributes: Addresses Relationships Activities Sub-Companies Memberships Benefits Pledges Donations How to create a member: 1. Log into your Microsoft Dynamics CRM with Nonprofit Accelerator instance

Non-Profit Solution for Microsoft Dynamics CRM 7 2. From the Relationships group in the Navigation Pane, select the Members sub-tab and the following will be displayed: 3. Click the New button. 4. Fill in the Member (Organization) Name (required field) and Classification (required field) and any additional fields that you have the data to complete. 5. Save the record. Only after saving will the detailed information be available The Primary Constituent allows you to specify a primary contact for that organization. Excellent for reporting (ex: print a list of all organizations and the primary contact s phone number) Using the relationships tab at the top vs. the Constituents detail on the left vs. relationships detail at the left:

Non-Profit Solution for Microsoft Dynamics CRM 8 The Relationships tab can be used to attach donations to a member/constituent. Aggregate donation amounts (lifetime, YTD, etc.) can be viewed here. A single member can have relationships with many constituents and a single constituent can have relationships with many members. Creating relationships requires planning and training before creation in order to produce accurate reports. Constituents detail is the basic Dynamics CRM functionality. This allows a single member to be linked to many constituents. Adding a constituent to a member updates the Parent Record field of the Constituent. Although this kind of link cannot be connected to a donation, it is far easier to report on than the Relationships tab. The relationships detail to the left has likely been disabled by your Dynamics administrator. This functionality has been replaced with the Relationships tab at the top in the Non-profit Solution for Microsoft Dynamics CRM. Prospects A prospect represents an initial contact with your organization that could eventually become a member, constituent, or opportunity. It allows you to record basic information before determining the type of record(s) it will become. Other uses of prospects: Capture inquiries from anonymous contacts Capture inquiries to a general information line and assign it to staff to follow up on How to create a Prospect: 1. Select Prospects from the Relationships tab. 2. Click the New button. 3. Enter a descriptive topic and a last name (required fields) and any additional fields that

Non-Profit Solution for Microsoft Dynamics CRM 9 you have the data to complete. Field Level Notes: Topic This information should reflect what the prospect is interested in. For example, if a potential donor calls and asks for details on an upcoming event, list the name of the event here. There are a number of options when saving records: Save saves the information and leaves the current record open for additional editing Save and Close saves the information and closes the record Save and New saves the information and opens a new record of the same type (member, constituent, prospect, donor, etc.) How to convert a prospect to a member, constituent, or opportunity: 1. From the prospect click Convert Lead. 2. Select one or more final record types. 3. For opportunities select the potential customer through the lookup OR disqualify the prospect for any reason.

Non-Profit Solution for Microsoft Dynamics CRM 10 Addresses Address records allow you to record multiple addresses for a member or constituent. How to create and address: 1. To create an address open the member or constituent and select the Address detail from the left navigation pane of the object record: 2. Click and enter the desired information. o o o Relationships Note: An address can also be linked to a specific relationship Example: a constituent works part time for two member organizations, or is a member of a household. There are two relationships recorded for the constituent, one for each member. You wish to know which address to use for each relationship. When to use an address vs. address fields on record (additional addresses are good for looking up a specific record, but are difficult to pull in a report for multiple address lists). The basic address fields should always be filled in when available for reporting purposes. Relationships are a link between: 2 members OR 2 constituents OR A member and a constituent Relationships can be used to track donations gathered through a relationship Example: Sam makes two donations, one for $10 by himself, and another for $20 that was

Non-Profit Solution for Microsoft Dynamics CRM 11 gathered through his organization. The $10 donation would be recorded as a donation directly from Sam, while the $20 would be linked to both Sam and Sam s relationship record with his organization. Sam s record would show $30 in total donations while the relationship record would show $20. Relationships can also contain activities, history, and addresses How to create a relationship: 1. Open up a member or a constituent record. Click on the Relationships tab at the top of the record. 2. Click Add New Relationship link. 3. Select a Role (required field) from the drop down list, the type of Relationship 2 (member or constituent), select the specific member or constituent (required field), and save the record.

Non-Profit Solution for Microsoft Dynamics CRM 12 Donation Management Programs In the Non-profit Solution for Microsoft Dynamics CRM, a Program may be created to associate with donations. Like a campaign, you can set goals but you can also set other information associated with it such as a start and end date. A Program in the Non -profit Solution for Microsoft Dynamics CRM is NOT used to track organizational programs, but can be made to do so with additional configuration. Programs can have: Memberships Pledges Donations Campaigns To create a program: 1. Click on the Donations tab and then the Programs sub-tab. 2. Select the New button. 3. Enter a Name for the program (required field) and any additional known information and click Save.

Non-Profit Solution for Microsoft Dynamics CRM 13 Pledges A pledge is a way of recording pledges before they have been paid. It can be associated with a Constituent, a Member, a Campaign and/or a Program, split among multiple Campaigns/Programs, and consist of multiple payments (donations). A pledge can be linked to a constituent and/or a member. A pledge can be associated with. A parent-pledge A program A campaign How to create a pledge: 1. From the constituent or member select the Pledge details tab on the left.

Non-Profit Solution for Microsoft Dynamics CRM 14 2.. Click the New button. 3. Enter a name for the pledge (required field). 4. Select the appropriate Program and/or Campaign. Click the Look Up button to find the Program and/or Campaign. 5. You can also create a New Program or Campaign in the Look Up Results dialog. 6. Record the amount and date of the pledge (required fields). 7. Indicate whether the pledge should be divided over multiple donations (required field). How to link to a donation: 1. Open the pledge and select the Donations detail. 2. Click New Donation.

Non-Profit Solution for Microsoft Dynamics CRM 15 Donations A donation is a monetary contribution that is linked to a constituent or a member. A donation can be associated with A pledge A program A campaign Creating a donation 1. From the member or constituent select the Donations detail tab. 2. Click the New button.

Non-Profit Solution for Microsoft Dynamics CRM 16 3. Select the Program or Campaign. Indicate the Amount (required field), Donation Date (required field), and Status Reason (required field). 4. Save the record. 5. If desired, link to a relationship by clicking Relationship on the left and selecting the appropriate relationship. 6. After saving the record, click on Relationships. Click on Add an Existing Relationship. Select the appropriate relationship in the left box then click the >> button to move it to the right box. Click OK. Payment Transactions A Payment Transaction is a way of tracking payments associated with a donation. It is NOT an accounting system but rather information about payment methods that can be used for reporting purposes and to make future business decisions. Using Payment Transactions vs. adding a payment method to the donation record it may be simpler for your Dynamics administrator to add a payment method to the donation record if you do not wish to record detailed payment transaction information. If you are utilizing the add-in that allows for integration with Amazon payments, Payment Transactions are required to be used. Payments have the following characteristics: Includes a transaction id, date, amount, status, method, and notes Links to a donation How to create a new payment transaction: 1. From the Donations record click the Payment Transactions sub tab. 2. Click Add Existing Payment Transaction. 3. Click New.

Non-Profit Solution for Microsoft Dynamics CRM 17 4. Input the necessary information. 5. Save the record. 6. Locate the record in the search dialog and select it. 7. Save the Donation record.

Non-Profit Solution for Microsoft Dynamics CRM 18 Member Management Memberships A membership can be linked to a constituent or a member A membership can be associated with: Benefits Donations A Program Membership numbers are created and entered by you (not automatically generated by the system) How to create a membership: 1. From the member or constituent click the membership details item. 2. Click the New Membership button

Non-Profit Solution for Microsoft Dynamics CRM 19 3. Look Up the desired program (required field) and indicate a start date and end date (required fields). 4. Enter a Membership Number if desired. 5. Save the record. How to link to a donation: 1. Click the donations sub-tab of the membership record. 2. Click the New button (or find an existing). 3. Enter the necessary information (See the Donations section of this document). 4. Save and close the Donation record. 5. Save the membership record. How to link to a benefit 1. Click the Benefits details button. 2. Click the button. 3. Select the appropriate Benefit Item. 4. Enter the quantity and markup, discount, tax, if desired. 5. Save the record. Benefits A benefit links a membership, constituent, or member to a particular benefit of being associated with that relationship (membership, donation, etc.) with the quantity of that benefit. How to create a benefit 1. From a membership, constituent, or member record. 2. Click Benefits details on the left.

Non-Profit Solution for Microsoft Dynamics CRM 20 3. Click the New Benefit button. 4. Select the appropriate Benefit Item (required field). 5. Enter the quantity and markup, discount, tax, if desired and indicate if the benefit was fulfilled. 6. Save the record. Benefit Items A Benefit Item (similar to a product). Is linked to a constituent, member, or membership through the Benefits object. How to create a Benefit Item 1. Click on Settings.

Non-Profit Solution for Microsoft Dynamics CRM 21 2. Select the Benefit items sub-tab. 3. Click the New button 4. Enter a name for the item (required field) and any additional information that is available. 5. Save the record.

Non-Profit Solution for Microsoft Dynamics CRM 22 Communications Management Campaigns A campaign is a marketing tool that allows us to pull together different objects into one place for the purpose of communication. A campaign may include: Tasks Activities Responses Pledges Donations A campaign is associated with Marketing Lists that define members How to create a new campaign 1. Select Campaigns. 2. Select the Campaigns sub-item. 3. Click the New button

Non-Profit Solution for Microsoft Dynamics CRM 23 4. Enter a name for the campaign, the status reason and currency (required fields) and any additional information available. 5. Events if you select Event as the Campaign type, the Event Details tab is visible. To enter event information, select the Event Details tab: 6. Event Details include Event Type, Primary Venue (you can maintain a list of venues you typically use), capacity, wait list settings and more. To see complete instructions on how to set up an event, see the Events Management section of this document. 7. Save the record.

Non-Profit Solution for Microsoft Dynamics CRM 24 Marketing Lists Marketing lists contain members and constituents and can be used for bulk emailing, or simply managing lists of people you wish to send specific communications to. Constituents or members can be associated with multiple Marketing Lists. Possible uses for marketing lists: Newsletters Donor Solicitations Volunteer Communications Board Communications Members of marketing lists are not dynamically updated they must be manually refreshed How to create a marketing list: 1. Click Campaigns. 2. Click the Marketing Lists sub-tab. 3. Click the New button. 4. Enter a name and select member type (required fields). 5. Save. How to add members to the new Marketing List: 1. Click the Manage Members button. 2. There are 4 options to manage members of a list: o o o Lookup to add members type a member name or part of the name Use advanced find to add members use a query to add members (leave criteria blank to see all members) Use advanced find to remove members use a query to add members (leave criteria

Non-Profit Solution for Microsoft Dynamics CRM 25 o blank to see all members) Use advanced find to evaluate members use a query to add members (leave criteria blank to see all members) How to export the marketing list for use in bulk email system 1. Click Marketing List Members from the Marketing List. 2. Click the Excel icon. 3. Select Static Worksheet with records from all pages in the current view. 4. Click Export the data will be exported to Excel. How to Mail Merge Members with a Word document 1. Click on.

Non-Profit Solution for Microsoft Dynamics CRM 26 2. Select the mail merge type Letter, label, email, fax, etc. 3. Choose to start with a blank document, an organizational template, or a personal template. See the Templates section of this document for complete instructions on how to create and manage templates. 4. Confirm the data fields and click OK. You will be walked through the Word mail merge wizard to merge the data into the document. Event Management Events are managed as Campaigns in Dynamics CRM. 1. Create a new campaign (see Campaign section). Name the Campaign with the Event name and select Event as the Event Type: 2. Enter the appropriate data on the Event Details tab:

Non-Profit Solution for Microsoft Dynamics CRM 27 3. Record pledges and donations for the event o Find the requesting constituent or member o Click on the pledges or donations details tab for that record o Create a new pledge or donation by clicking the new button o Select the event campaign in the Campaign field: 4. Creating marketing lists for potential or actual attendees. 5. Create a new marketing list (see above). 6. Add to the campaign. 7. Click Target Marketing Lists. 8. Click New. 9. Search for the name of the created marketing list. 10. Select. 11. Click OK. 12. Decide if you want the marketing list to apply to all Campaign Activities within the campaign (uncheck the box if No). How to track Event Sessions 1. From the Event Campaign, select Event Session Times.

Non-Profit Solution for Microsoft Dynamics CRM 28 2. Click to add a new event session time. 3. Enter the Name (required) and any additional information that is available. 4. You may look up an existing session or add a new session by clicking on the by the Session field.

Non-Profit Solution for Microsoft Dynamics CRM 29 5. Add a new session by clicking. 6. Enter the Session Title (required) and any additional information that is available. 7. You may also add both internal and external speakers by selecting those options on the left. 8. Track your Event Team Internal and/or External by selecting Event Team (Internal) or Event Team (External) from the left.

Non-Profit Solution for Microsoft Dynamics CRM 30 9. Click on to add an existing user (internal) or constituent (external) to the Event Team. 10. Select the Team Member, and the Event Team Role. 11. Save and Close the record.

Non-Profit Solution for Microsoft Dynamics CRM 31 Track Event Packages Event Packages are collections, or packages of activities associated with an event. For example, you may have a team-building exercise, dining, arts and culture excursions, sports events, etc. For each activity you can specify group size, duration, cost and more. To create a new event package: 1. Open your event campaign and select Event Packages. 2. Click on. 3. Enter the Package Name (required), and any additional information that is available. 4. Save the record. Track Event Sponsors: Event Sponsors and their level and type of support can be tracked, tying important information to the member record of the sponsor. How to create an Event Sponsorship record: 1. Open your event campaign and select Event Sponsors.

Non-Profit Solution for Microsoft Dynamics CRM 32 2. Click on. 3. Enter the Sponsorship Name (required) and any additional information that may be available. 4. Save the record.

Non-Profit Solution for Microsoft Dynamics CRM 33 Track Event Group Allocations Event Group Allocations provide a way to track specific groups of attendees for an event as well as a special price option. To create an Event Group Allocation: 1. Open your event campaign and select Event Group Allocations. 2. Click on. 3. Enter the Group Name (required) and any additional information that may be available. 4. Save the record.

Non-Profit Solution for Microsoft Dynamics CRM 34 Activities & Follow Up Activities An Activity is a way to record interactions with people and organizations. Types of activity include: Tasks Fax 1. Owned by a user who is responsible for it 2. Has a subject and details 3. Can reference most objects in the system 1. Owned by a user who is responsible for it 2. Has a sender (a user) 3. May have many recipients (a member, constituent, prospect, queue, or user) 4. Has a fax number 5. Can reference most objects in the system Phone Call E-mail Letter 1. Owned by a user who is responsible for it 2. Has a sender (a user) 3. May have many recipients (a member, constituent, prospect, queue, or user) 4. Has a phone number 5. Can reference most objects in the system 1. Owned by a user who is responsible for it 2. Has a sender (a user) 3. Has a to, cc, and bcc (may be many members, constituents, prospects, queues, or users) 4. Has a subject and details 5. Can reference most objects in the system 6. Email can be sent directly from the system with Microsoft Dynamics CRM for Outlook installed 1. Owned by a user who is responsible for it 2. Has a sender (a user) 3. May have many recipients (a member, constituent, prospect, queue, or user))

Non-Profit Solution for Microsoft Dynamics CRM 35 4. Has an address 5. Has a subject 6. Can reference most objects in the system Appointment 1. Owned by a user who is responsible for it 2. Has an organizing user 3. Has a subject and details 4. Has required and optional attendees (may be many members, constituents, prospects, queues, or users) 5. Has a start time/date and end time/date 6. Can reference most objects in the system 7. Email can be sent directly from the system with Microsoft Dynamics CRM for Outlook installed Campaign Response 1. Owned by a user who is responsible for it 2. Has a parent campaign 3. Has a response code 4. Has a single customer ( may be a member, constituent, or prospect) 5. Has a subject How to create an activity: 1. On any page click the New Activity button and then choose the type of activity from the drop-down. 2. Many objects allow new activities to be created that reference the object by clicking New Activity from the Activities details tab or using the Actions drop down from the top when viewing the record. How to assign activities: 1. Activities have an owner which is a system user.

Non-Profit Solution for Microsoft Dynamics CRM 36 2. A user can view his or her assigned activities by clicking on the Relationships tab and selecting the Activities sub-tab. 3. The View dropdown on the right allows the user to filter activities by completion and ownership. How to view activities in the Activities link under relationships: 1. Many objects have an activities details section, accessible through an Activities link on the left of the object. 2. Activities related to that object can be seen in this page. Saving as completed: Activities can be marked as completed. This can be done by opening the activity and clicking the Save as Completed button on the top. Most tasks have due dates that can be used to sort and filter. Followups A follow up is an activity that references an object. The referenced object is placed in the Regarding field of the activity. A follow up can be created from most objects through the Follow Up button in the top of the record. Clicking on the follow up button will open the form assistant which asks the user for required fields. The user can save or save and open the record.

Non-Profit Solution for Microsoft Dynamics CRM 37 Configuration Workflows A workflow is a set of logical rules that define the steps to automate business processes, tasks, or actions. You can create workflows to run on any object. The workflow can be set up to run automatically when a record changes or on demand when a user requests that it be run. For example, you may assign a constituent to staff based on the first letter of their last name. You can set up an automated workflow to make that assignment and send an email to the staff member notifying them of the assignment and then an email to the constituent if they have an email address. How to create a new workflow: 1. From Settings, Workflows, click on and the following dialog will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 38 2. Enter the name of the workflow, select the appropriate entity, select whether you would like to start from a blank workflow or create a new workflow from a template. In this example, we will start with a blank workflow. Click OK. 3. On the General tab, you may: o o o Edit the workflow name Choose to publish the workflow as a workflow or as a template from which you can create other workflows Choose to make the work flow available to run on demand or as a child workflow within other workflows 4. If the workflow is automatic: a) Select the scope of the workflow User, Business Unit, Parent: Child Business Units or Organization

Non-Profit Solution for Microsoft Dynamics CRM 39 b) Determine if the workflow is started when a record is created, changed, assigned, changed or deleted. c) If the workflow is started when a record is changed, check the appropriate box and click on the Select button. The following dialog will be displayed: d) Select the attributes (or fields) that will trigger the workflow if they are changed. e) Click OK and you will be returned to the workflow record. f) On the Administration Tab, you may assign the workflow to a user, and enter a description:

Non-Profit Solution for Microsoft Dynamics CRM 40 5. On the Notes tab, you may add notes to the workflow: 6. To add a step to the workflow, click on and the following menu will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 41 7. The types of steps you may add include conditions, actions, other steps, or a combination of these elements. o o o o Stage - Elements of workflow logic that group steps Check Condition (you may add multiple check conditions for a step) - An element of workflow logic that defines a specific situation and any actions that should be taken if that situation occurs. A logical "if-then" statement in a workflow. Within a Check Condition, you may also add Conditional Branch - An element of workflow logic that defines an alternative condition and action or additional steps, in cases when the criteria in a condition element are not met. A logical "else-if-then" statement in a workflow. Default Action - An element of workflow logic that defines an alternative action in all cases that do not match the criteria defined in condition or branch elements. A logical "else" statement in a workflow. Wait Condition - An element of workflow logic that 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. When you have added a wait condition, you may also add the following: Actions Parallel Wait Condition - An element of workflow logic that 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 workflow logic. They help prevent the workflow from waiting indefinitely until the criteria defined in a wait condition have been met. Create a Record Creates a new entity record Update a Record Updates a record Assign a Record Assigns a record to a user Send an Email Sends a predefined email Start a Child Workflow Starts another workflow Change Status Change the status of a record

Non-Profit Solution for Microsoft Dynamics CRM 42 o Stop Workflow Stops the current workflow 8. To Check a Condition select Check Condition 9. Type in a description of the step, and click on <condition> (click to configure). The following dialog will be displayed: 10. Select the appropriate entity, attribute, comparison operator and value to check for. You may have multiple conditions. 11. Click on Save and Close. 12. To add an action, click on the row to select it and click.

Non-Profit Solution for Microsoft Dynamics CRM 43 13. The same menu will be displayed and a user can add the same selection of steps in this example, we will assign the record to a user: 14. A user can add additional steps and conditions as desired to complete the workflow. 15. When finished, click on the Save icon -. 16. To publish the workflow for use, click on the Publish icon -. 17. To Save and Close the workflow, click on the following -. 18. Other Actions available by clicking on include: Add a Note Add an Attachment Delete

Non-Profit Solution for Microsoft Dynamics CRM 44 Assign Share Copy Shortcut Send Shortcut Templates Templates are predefined formats for knowledge base articles, emails, contracts and mail merge documents. Knowledge Base Articles are available to users as resources during use Templates. To see existing Article Templates and to create new Article Templates: 1. Click on the Article Templates link, and the following view will be displayed: 2. Click on to create a new article, or select an existing template and open it by

Non-Profit Solution for Microsoft Dynamics CRM 45 double-clicking on the row. The following dialogs will be displayed: 3. Enter the Title, Description and Select the appropriate language. 4. Click on OK. 5. To change the style (bold, italic or underline), font, font size, or font color, select what part of the article to modify Body Text, Title, Section Header, or select a specific section. 6. Options available by clicking in the Common Tasks pane include: o o Edit the Template Properties Edit the Section Properties for the selected section

Non-Profit Solution for Microsoft Dynamics CRM 46 o Add a section o Remove a section E-mail Templates are available to users and the system to provide standard emails and save time. To see existing E-mail Templates and to create new Email Templates: 1. Click on the E-Mail Templates link, and the following view will be displayed: 2. Click on to create a new e-mail template, or select an existing template and open it by double-clicking on the row. The following dialog will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 47 3. Select the appropriate template type, and click OK : 4. The following dialog will be displayed: Data field inserted into email content 5. Enter the Title, Language, Description, Subject and Content of the email. 6. A user may format the content using the buttons on the formatting bar. 7. To insert a field from the associated record, click on, and the following dialog

Non-Profit Solution for Microsoft Dynamics CRM 48 will be displayed: 8. Click on to add a new data field value and the following dialog will be displayed: 9. Select the record type and data field to use, and click OK. 10. Enter the Default Text to use if data field contains no data. 11. A user may select multiple data field values at one time. 12. Click OK to insert the data field. 13. Click to Save the E-Mail Template or click to save and close the E-Mail Template. Contract Templates are available to users to save time in the creation and editing of contracts associated with their constituents, members and community partners. To see existing Contract Templates and to create new Contract Templates: 1. Click on the Contract Templates link, and the following view will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 49 2. Click on to create a new contract template, or select an existing template and open it by double-clicking on the row. The following dialog will be displayed: 3. Enter the following information about the contract template: o Name o Abbreviation to see in lists o Billing Frequency o Allotment Time Number of cases, time, coverage dates o Contract Service Level o Whether to use Discount as a Percentage or not

Non-Profit Solution for Microsoft Dynamics CRM 50 o o Description Schedule that services will be available to select a day/time combination, simply click in the appropriate spot on the Calendar grid. 4. Save the contract by clicking on or click on to save and close the record. You may also save the current record and start a new one by clicking on. Mail-Merge Templates are available to users to save time in the creation and editing of templates to be used when merging records into a document (i.e. Letters, labels, etc.) To see existing Mail-Merge Templates and to create new Mail-Merge Templates: 1. Click on the Mail-Merge Templates link, and the following view will be displayed: 2. Click on to create a new mail-merge template, or select an existing template and open it by double-clicking on the row. The following dialog will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 51 3. Add the following elements of the Mail Merge Template: o o o o o o o Name Description Associated Entity (Note: If you are using the NGO Accelerator, use the Addresses vs. the Constituent or Member entities for address labels) Owner Template Language File Attachment browse to find the file on a computer Click Attach to attach the template. You may only add templates that are saved in an XML format. To save a Word document into an XML format, select the File, Save As, Other Formats option and select Word XML Document (*.xml) as the type:

Non-Profit Solution for Microsoft Dynamics CRM 52 4. Save the template by clicking on or click on to save and close the record. You may also save the current record and start a new one by clicking on. 5. A user may also edit the template in Word by clicking on 6. Additional Actions available for Mail Merge Templates include the following: Reports Reports may be run using views or other queries to produce lists or aggregate reports with lists and/or charts. To see existing reports: 1. Select Workplace and Reports, and the following view will be displayed:

Non-Profit Solution for Microsoft Dynamics CRM 53 2. Click on to create a new report, or select an existing report and edit it by clicking on A user may also edit an existing report.. A user may edit the following for a report: Report type Name

Non-Profit Solution for Microsoft Dynamics CRM 54 Related Record Types used in the report Where to display the report Languages To start the Report Wizard to change the data to be displayed in the report: A user may also start the Report Wizard. To change the data or aggregate settings in the report: 1. Click on. 2. Click to run the report from this dialog. 3. Other Actions available for editing the existing report include: To create a new report: 1. Enter the report name and click to start the Report Wizard. The user will be

Non-Profit Solution for Microsoft Dynamics CRM 55 asked to provide the following information in subsequent dialogs: o Start from a new blank report or from an existing report o Name of the report o Record Types to use o Filtering Criteria o Layout and Fields to include in this dialog, a user can 2. Add groups or columns by clicking on the appropriate area on the layout and clicking in the Common Tasks pane. 3. Configure Sorting by clicking on. 4. Change the properties by clicking on. 5. Remove a column or grouping by clicking on. 6. And set the Top or Bottom Number of records by clicking on. 7. Determine if the report should be a table only, or a table and a chart. 8. If there is to be a chart, if it should be a bar, pie or other type of chart. 9. Set the chart properties. 10. Save the report by clicking on or click on to save and close the record. You may also save the current record and start a new one by clicking on.