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Microsoft Dynamics CRM 4.0 User’s
Guide

i

Microsoft Dynamics CRM 4.0 User’s Guide

Copyright
Information in this document, including URL and other Internet Web site references, is subject to change without
notice. Unless otherwise noted, the companies, organizations, products, domain names, e-mail addresses, logos,
people, places, and events depicted in examples herein are fictitious. No association with any real company,
organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred.
Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright,
no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form
or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the
express written permission of Microsoft Corporation.
As the software licensee, you may make reasonable customizations to the software online help documentation for your
internal use only. You are solely responsible for and bear any and all liability relating to any customizations you make.
This includes any adverse effect that your customizations have on any functionality of the licensed software, the
software documentation itself or otherwise relating to use of your customizations. Please note that installing software
upgrades may rewrite customized online help files.
Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering
subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the
furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual
property.
© 2008 Microsoft Corporation. All rights reserved.
Microsoft, Active Directory, ActiveX, BizTalk, Excel, Great Plains, Internet Explorer, JScript, Microsoft Dynamics, MSN,
Outlook, PivotTable, PivotChart, Visual Basic, Visual Studio, Windows, Windows Live, Windows Server, and Windows
Vista are trademarks of the Microsoft group of companies.
All other trademarks are property of their respective owners.

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Microsoft Dynamics CRM 4.0 User’s Guide

Table of Contents
Chapter 1: Getting Started ................................................................ 1
Common Tasks ................................................................................. 2
Getting Started and Finding Help ............................................................................... 2
Introduction to Microsoft Dynamics CRM .................................................................. 2
Find Answers ....................................................................................................... 3
Accessibility for People with Disabilities ................................................................... 4
Welcome to the Resource Center ............................................................................ 4
Use Keyboard Shortcuts ........................................................................................ 5
Managing Records ................................................................................................... 8
Find Things .......................................................................................................... 8
Delete Things ..................................................................................................... 17
Print Things ....................................................................................................... 21
Manage Activities................................................................................................ 28
Add a Note or Attach a File .................................................................................. 37
Edit Multiple Records ........................................................................................... 40
Check for Duplicates ........................................................................................... 42
Merge records .................................................................................................... 45
Check Your Permissions for a Record ..................................................................... 45
Start an On-Demand Workflow ............................................................................. 46
Sharing Records with Coworkers ............................................................................. 47
Share or Assign Records ...................................................................................... 47
Send or Copy a Shortcut ..................................................................................... 54
Export Data to Excel ........................................................................................... 56
Importing Data ..................................................................................................... 61
Importing Data................................................................................................... 61
Work with Imports .............................................................................................. 63
Work with Data Maps .......................................................................................... 70
Install and Run the Data Migration Manager ........................................................... 73
Analyzing Information ............................................................................................ 74
Running Reports and Analyzing Data ..................................................................... 74
Work with Advanced Find .................................................................................... 75
Export Data to Excel ........................................................................................... 80
Run a Report ...................................................................................................... 85
Default Reports .................................................................................................. 90
Customizing and Organizing Reports ..................................................................... 92
Create, Edit, or Copy a Report Using the Report Wizard ........................................... 94
Create and Work with Reports .............................................................................. 99
Write a Report Using Report-Writing Tools ........................................................... 121
Communicating with Customers ............................................................................ 130
Managing Communication Activities .................................................................... 130
Create Customer-Ready Documents and Messages ............................................... 130
Manage Activities.............................................................................................. 138
Work with Integrated Instant Messenging ............................................................ 149
Managing E-mail Activities ................................................................................. 150
Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook ..................... 152
Microsoft Dynamics CRM 4.0 User’s Guide

iii

Work with E-mail Activities ................................................................................ 154
Work with E-mail Templates .............................................................................. 163

Increasing Your Efficiency ............................................................ 167
Personalizing Microsoft Dynamics CRM ................................................................... 167
Configuring Personal Options ............................................................................. 167
Set Personal Options ......................................................................................... 167
View Your User Profile ....................................................................................... 177
Requesting User Interface Changes ..................................................................... 178
Export Data to Excel ......................................................................................... 178
Create, Edit, or Copy a Report Using the Report Wizard ......................................... 181
Create and Work with Reports ............................................................................ 186
Write a Report Using Report-Writing Tools ........................................................... 208

Using the Knowledge Base ........................................................... 217
Using Articles in the Knowledge Base .................................................................. 217
Work with Published Articles .............................................................................. 217
Creating Workflows.............................................................................................. 220
Creating and Using Workflows ............................................................................ 220
Workflow Lifecycle ............................................................................................ 221
Workflow Structure ........................................................................................... 221
Work with Workflows ........................................................................................ 223
Start an On-Demand Workflow ........................................................................... 228
Communicating with other Microsoft Dynamics CRM Users ........................................ 228
Work with Announcements ................................................................................ 228
Work with Integrated Instant Messenging ............................................................ 230

Chapter 2: Sales ........................................................................... 233
Managing Customer Relationships ................................................ 234
Managing Accounts and Contacts ........................................................................ 234
Work with Accounts .......................................................................................... 235
Work with Contacts ........................................................................................... 246

Generating New Sales .................................................................. 257
Managing Leads ............................................................................................... 257
Work with Leads ............................................................................................... 257
Managing Opportunities ..................................................................................... 268
Work with Opportunities .................................................................................... 270
Competing for Customers .................................................................................. 279
Work with Competitor Records ........................................................................... 279
Work with Sales Literature ................................................................................. 285
Understanding Quick Campaigns ........................................................................ 287
Work with Quick Campaigns ............................................................................... 289

Completing Sales Transactions ..................................................... 291
Completing Sales Transactions ........................................................................... 291
Work with Quotes ............................................................................................. 291
Work with Orders ............................................................................................. 303
Work with Invoices ........................................................................................... 312

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Microsoft Dynamics CRM 4.0 User’s Guide

Chapter 3: Marketing .................................................................... 319
Running Campaigns ...................................................................... 320
Planning Campaigns .......................................................................................... 320
Work with Campaigns and Campaign Templates ................................................... 321
Understanding Quick Campaigns ........................................................................ 326
Work with Quick Campaigns ............................................................................... 327
Managing Campaign Activities and Planning Tasks ................................................ 328
Understanding Campaign Responses ................................................................... 329
Work with Campaign Responses ......................................................................... 330

Using Marketing Lists ................................................................... 334
Creating and Managing Marketing Lists................................................................ 334
Work with Marketing Lists .................................................................................. 334

Managing Customer Records ........................................................ 343
Chapter 4: Service ........................................................................ 345
Scheduling Services for Your Customers ...................................... 346
Navigating the Service Calendar ......................................................................... 346
Service Calendar .............................................................................................. 348
Booking Service Activities in the Service Calendar ................................................ 358
Schedule Service Activity ................................................................................... 358
Work with Service Activities ............................................................................... 367
Work with the Workplace Calendar ..................................................................... 369
Work with Appointments.................................................................................... 380

Providing Customer Service with Contracts and Cases ................. 385
Creating Contracts ............................................................................................ 385
Work with Contracts ......................................................................................... 386
Work with Contract Lines ................................................................................... 391
Supporting Customer Service with Microsoft Dynamics CRM ................................... 392
Work with Cases ............................................................................................... 393

Chapter 5: Microsoft Dynamics CRM for Outlook ........................... 399
Records and Activities in Outlook ................................................. 400
Doing CRM Work in Outlook ............................................................................... 400
Install Microsoft Dynamics CRM for Outlook ......................................................... 402
Update Microsoft Dynamics CRM for Outlook ........................................................ 405
Connect to Another Organization in Microsoft Dynamics CRM for Outlook ................. 406
Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook ..................... 406
Working with Records and Activities in Microsoft Dynamics CRM for Outlook ............ 408
Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM
Records ........................................................................................................... 411
Create an Activity in Outlook .............................................................................. 416
Create a Record in Outlook ................................................................................ 425
Working Offline ................................................................................................ 430
Work with Data to Take Offline ........................................................................... 432
Synchronizing Information ................................................................................. 434
Microsoft Dynamics CRM 4.0 User’s Guide

v

Synchronize Data ............................................................................................. 435

Troubleshooting ........................................................................... 443
Accessing Parts of the Application - Troubleshooting ............................................. 443
Managing Users ................................................................................................ 444
Entering Data – Troubleshooting......................................................................... 446
Finding Data – Troubleshooting .......................................................................... 450
Exporting Data to Excel – Troubleshooting ........................................................... 452
Importing Records – Troubleshooting .................................................................. 453
Configuring the Application – Troubleshooting ...................................................... 456
Sending E-mail Messages – Troubleshooting ........................................................ 456
Creating Workflows – Troubleshooting ................................................................. 459
Synchronization Issues with Microsoft Dynamics CRM for Outlook – Troubleshooting . 460
General Issues with Microsoft Dynamics CRM for Outlook - Troubleshooting ............. 465
Generating Reports – Troubleshooting ................................................................. 469
Printing and Exporting Reports – Troubleshooting ................................................. 471
Managing Reports – Troubleshooting ................................................................... 472
Frequently Asked Questions ............................................................................... 474

Glossary ....................................................................................... 475

vi

Microsoft Dynamics CRM 4.0 User’s Guide

Chapter 1: Getting Started
This chapter deals with common tasks that are necessary to understand before
beginning to use Microsoft Dynamics CRM.

1

Microsoft Dynamics CRM 4.0 User’s Guide

Common Tasks
Getting Started and Finding Help
Introduction to Microsoft Dynamics CRM
Welcome to Microsoft Dynamics CRM
Microsoft Dynamics CRM is designed to help your organization acquire and retain customers and reduce the time spent
on administrative tasks. At its core, Microsoft Dynamics CRM provides a robust account management system that
automatically tracks activities and revenue. Microsoft Dynamics CRM enables you to perform and automate many
common business tasks, including:
Easily access information about business records from one place.
Schedule activities, track them, and send e-mail.
Generate reports.
Manage marketing lists.
Track advertising and marketing campaigns.
Sort customer responses to your sales and marketing initiatives.
Keep detailed notes and an activity history for each business record.
Microsoft Dynamics CRM also can run from within Microsoft Office Outlook.

Sales Force Automation
Sales departments can use Sales Force Automation to track sales-related activities and revenue. This system includes
analytical, operational, and collaborative tools that you can use to improve and maintain good customer relations. Using
Sales Force Automation, you can:
Qualify leads.
Manage contacts and accounts.
Track quotes, orders, and invoices.
Manage and track e-mail, phone call, and other communication activities with customers.
Run direct e-mail campaigns and measure their success.
Create and access a database of products that your organization sells.

Marketing Automation
Marketing departments can use Marketing Automation to manage many marketing-related activities. Using Marketing
Automation, you can:
Create targeted marketing lists.
Plan and run campaigns.
Track each campaign response and lead generated from campaigns.

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Microsoft Dynamics CRM 4.0 User’s Guide

Customer Service Management
The Customer Service area is designed specifically to meet the needs of customer support and product support
departments that handle telephone, e-mail, and Web-based service requests from customers. Using the Customer
Service area, you can:
Track individual cases and manage services.
Track and share common problems and solutions in a knowledge base.
Manage customer contracts.

Appointment-based Service Scheduling
Customer service representatives can manage service activities for your business. Using Service Scheduling, you can:
Define the services you offer.
Identify available resources and equipment for service activities.
Define work schedules for individual resources, as well as their locations.

Reporting and Analysis
Microsoft Dynamics CRM includes several features to help you generate reports and analyze data:
Run a default report.
Create an Advanced Find query to find a filtered set of records and then export the list for analysis.
Create a custom report using Microsoft SQL Server Reporting Services or other reporting tools.

Customization
System administrators can adapt Microsoft Dynamics CRM to fit the needs of their business organizations. Using the
customization capabilities of Microsoft Dynamics CRM, you can:
Create new Microsoft Dynamics CRM entities, attributes, and application forms without custom
programming.
Customize forms and views for enhanced integration with other Web applications, portals, and
business systems.
Apply form validation and add client-side business logic through scripting.

Workflow
Beyond the business automation included in Microsoft Dynamics CRM, you can use additional workflows to further
automate your organization's business logic. Then you can make your workflows available as an on-demand workflow
or automatic workflow.

Microsoft Dynamics CRM for Microsoft Office Outlook
Microsoft Dynamics CRM for Outlook is a client application that provides the Sales Force Automation functionality of
Microsoft Dynamics CRM within Outlook. When you run Microsoft Dynamics CRM for Outlook, you can work either in
online or offline mode.

Find Answers
You can find information by using Help, the Resource Center, and Documentation Feedback.

Microsoft Dynamics CRM 4.0 User’s Guide

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