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Index
Working with Microsoft Dynamics® CRM 2011
A Note Regarding Supplemental Files
Foreword
Introduction
Who Should Read This Book
Organization of This Book
Prerelease Software
Microsoft Dynamics CRM Online
System Requirements
Client
Server
Code Samples
Acknowledgments
Mike Snyder’s Acknowledgments
Jim Steger’s Acknowledgments
Kristie Reid’s Acknowledgments
Errata & Book Support
We Want to Hear from You
Stay in Touch
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
Provides Customers a Choice of Deployment Options
Offers a Better End-User Experience through Tight Integration with Microsoft Office Products
Uses Existing Investment in Microsoft Cloud and Platform Technologies
Includes a Highly Configurable and Extensible Development Framework
Offers Simple and Straightforward Licensing and Pricing
Lets your .NET Developers use their Existing Development Tools and Languages
Licensing
External Connector License
Volume Licensing
Connector for Microsoft Dynamics
System Requirements
What’s New in Microsoft Dynamics CRM 2011
User Interfaces
Entities and Solutions
Summary
2. Setup and Common Tasks
Microsoft Dynamics CRM for Outlook
Standard vs. Offline Client
Offline Synchronization Filters
Offline Constraints
Integration Points
CRM vs. Outlook Forms
Activity Reminders
Outlook Web Access
Data Synchronization
Configuring Data Synchronization
Deleting Records
Email in Microsoft Dynamics CRM
Email Tracking
Organization Settings
Individual Settings
E-Mail Templates
Creating or Modifying E-Mail Templates
Inserting Templates into E-Mail Messages
Creating and Sharing Personal E-Mail Templates
Inserting Images and Hyperlinks into E-Mail Templates
Creating and Sending Mass Email Messages
Direct Email
Quick Campaign
Workflow Processes
Mail Merge
Mass Email Summary
Mail Merge
Queues
Creating Queues
Enabling Queues
Working with Queue Items
Summary
3. Managing Security and Information Access
Mapping Your Needs
Security Concepts
Security Model Concepts
Role-Based and Object-Based Security
Organizational Structure
User Authentication
Integrated Windows Authentication
Turning off automatic logon in the Local intranet zone
Adding a trusted site to Internet Explorer
Claims-Based Authentication
Windows Live ID
Managing Users
Reassigning User Records
Bulk Reassign
Manually Reassign Active Records
Monitoring License Usage for Compliance
Security Roles and Business Units
Security Role Definitions
Access Levels
Privileges
Entity Privileges
Miscellaneous Privileges
Privilege Impact on Application Navigation
Security Role Inheritance
Field Level Security
Enabling Field Security
Field Security Profiles
Sharing Records
Sharing with Teams
Sharing Secured Fields
Sharing and Inheritance
Summary
4. Data and Document Management
Data Management
Import Data Wizard
Prepare the Import Files
Import the File and Map the Records
Reviewing the Import Status
Data Enrichment
Duplicate Detection
Duplication Detection Settings
Duplicate Detection Rules
Duplicate Jobs
Bulk Record Deletion
Document Management
File Attachments
SharePoint Document Integration
Setup and Configuration
Microsoft Dynamics CRM 2011 List Component for Microsoft SharePoint Server 2010
User Interface
Summary
II. Solutions
5. Solutions Overview and Concepts
Microsoft Dynamics CRM Customizations
Customization Concepts
Security and Permissions
Solution Framework Overview
Publisher
Solution Properties
Creating a solution
Creating a solution
Solution Components
Entity and Entity Components
Entities
Forms, Views, and Charts
Fields
Relationships
Messages
Global Option Sets
Client Extensions (Site Map and Ribbon)
Adding the Application Ribbons component to a solution
Adding the Application Ribbons component to a solution
Web Resources
Processes (Workflow and Dialogs)
Plug-ins and Workflow Assemblies
Reports and Dashboards
Remaining Components
Excluded Components
Solution Details
Publishing Customizations
Publishing Process
Publishing customizations for select entities
Publishing customizations for all components
Publishing Customizations to the Microsoft Dynamics CRM Offline Client for Microsoft Office Outlook
Reviewing Solution Packages Types
Unmanaged
Managed
Updating Managed Solutions
Conflict Resolution
Managing Component Properties
Dependency Tracking
Exporting and Importing Solution Packages
Exporting Solutions
Exporting a solution
Importing Solutions
Importing an unmanaged solution
Solution Considerations
Solution Design Strategies
Unmanaged Solution
Pros
Cons
Independent Managed Solutions
Pros
Cons
Dependent Managed Solutions
Pros
Cons
Additional Considerations
Summary
6. Entity: Fields and Option Sets
Fields
Field Properties
Data Types
Requirement Levels
Modifying, Adding, and Deleting Fields
Modifying Fields
Modifying a field property
Adding Custom Fields
Adding a custom field
Schema Name
Type
Field Icons
Deleting Fields
Deleting a custom field
Status and Status Reason Fields
Fields and Closing Dialog Boxes
Editing the Phone Call Closing Dialog Box Values
Option Sets
Summary
7. Entity Customization: Forms
Form Components
Body
Header
Footer
Navigation
Form Customizations
Main Form Customizations
Body
Header
Footer
Field Explorer
Navigation
Mobile Form Customizations
Form Actions
Modify Form Properties
Events
Display
Parameters
Non-Event Dependencies
Preview a Form
Assign Security Roles
Show Dependencies
Configure Managed Properties
Form Controls
Sub-grids
Creating a sub-grid of opportunities on the Account form
Creating a sub-grid of opportunities on the Account form
Name
Label
Data Source
Additional Options
Chart Options
Layout
Row Layout
Web Resources
Adding a graphic web resource to the Opportunity header
Adding a graphic web resource to the Opportunity header
Web Resource
Field Name and Properties
Visibility
Web Resource Properties
Layout and Row Layout
Scrolling
Border
Image Appearance
Dependencies
Spacers
Notes
IFrame
Name
Security
Visibility
Layout and Row Layout
Formatting
Dependencies
Events
Navigation Links
Adding a navigation link
Adding a navigation link
Label
Specify an Existing Web Resource or External URL
Using Multiple Forms
Creating Multiple Forms
Creating a new Account form
Creating a new Account form
Copying an existing Account form
Ordering Forms
Setting the form order
Setting the form order
Viewing Entities with Multiple Forms
Summary
8. Entity Customization: Views and Charts
Customizing Views
View Types
Public Views
System-Defined Views
Adding the Business Phone Number as a Find Column in the Contact Lookup View
Saved Views
Customizing Views
Sample View: My Direct Reports’ Overdue Activities
Creating an Overdue Activities custom view
Sample View: Opportunities Opened This Year
Creating an Opportunities Opened This Year custom view
Customizing Activity Views
Workplace Activities
Entity Activity Views
Customizing Charts
Charts Overview
Chart Properties
Creating a Chart
Creating an Accounts By State chart
Creating an Accounts By State chart
Exporting and Importing Charts
Exporting the Accounts By State chart
Exporting the Accounts By State chart
Importing the Accounts By State chart
Summary
9. Entity Customization: Relationships
Understanding Entity Relationships
Relationship Definition
One-to-Many
Many-to-One
Many-to-Many
Relationship Field
Relationship Navigation
Display Option
Display Area
Display Order
Relationship Behavior
Parental Behavior
Referential Behavior
Behavior Configuration Options
Entity Field Mapping
Creating Custom Mappings
Manually creating a mapping
Mapping Option Set Fields
Creating Custom Relationships
Adding Multiple User References per Account
Add additional user references
Add additional user references
Creating Parent and Child Cases
Create a self-referencing relationship for the Case entity
Create a self-referencing relationship for the Case entity
Summary
10. Entity Customization: Custom Entities and Activities
Custom Entities
Custom Entity Benefits
Custom Entity Limitations
Custom Entity Example
Creating a Custom Entity
Entity Definition
Display Areas
Entity Options
Primary Field
Entity Icons
Updating custom entity icons
Deleting a Custom Entity
Custom Activities
Summary
11. Solutions: Web Resources
Web Resources Overview
Web Resource Properties
Referencing Web Resources
Web Resource Constraints
Web Resource Types
Web Page (HTML)
Creating a simple Web page (HTML) web resource
Creating a simple Web page (HTML) web resource
Adding a Web Page (HTML) web resource to a form
Style Sheet
Creating a Style Sheet web resource
Creating a Style Sheet web resource
Referencing a Style Sheet in a web resource
Script (Jscript)
Creating a Script web resource
Creating a Script web resource
Referencing the Script (Jscript) web resource on the Lead form
Data (XML)
Image
Silverlight (XAP)
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
Referencing the Script (JScript) web resource on the Lead form
Referencing the Script (JScript) web resource on the Lead form
Summary
12. Solutions: Client Extensions
Understanding the Application Navigation
Modifying the Site Map
Editing the Site Map
SiteMap Element
Area Elements
Group Element
SubArea Element
Privilege
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
CustomActions
Templates
CommandDefinitions
RuleDefinitions
LocLabels
Ribbon Example
Ribbon Tips and Tricks
Summary
13. Reports and Dashboards
Data Delivery Design
Accessing Reports in Microsoft Dynamics CRM
Report Security
Reports in the User Interface
Reports View
Entity Ribbon
Entity Form
Customizing Reports in Microsoft Dynamics CRM
Editing a Reporting Services Report
Modifying the Account Overview report
Modifying the Account Overview report
Creating a Reporting Services Report Using Fetch XML
Creating a report
Creating a report
Managing Reports with Microsoft Dynamics CRM
Report Records
Report Actions
Download Report
Revert to Personal Report/Make Report Available to Organization
Publish Report for External Use
Schedule Report
Scheduling the Neglected Accounts report to execute monthly
Scheduling the Neglected Accounts report to execute monthly
Edit Default Filters
Editing the default filter
Editing the default filter
Report Categories
Managing report categories
Managing report categories
Customizing Dashboards in Microsoft Dynamics CRM
Accessing the dashboard editor
Accessing the dashboard editor
Accessing the dashboard editor
Actions on the Dashboard View
Creating a New System Dashboard
Chart
List
IFrame
Web Resource
Editing Dashboards
Actions
Insert
Layout
Summary
III. Processes
14. Workflow Processes
Workflow Process Basics
High-Level Architecture
Running Workflow Processes
Workflow Process Security
Creating and Editing Workflow Processes
Running Workflow Processes
Understanding the Workflow Interface
Workflow Process Templates
Workflow Process Properties
Basic Workflow Process Properties
Workflow Process Execution Options
Scope
Trigger Events
Workflow Process Step Editor
Check Conditions
Wait Conditions
Workflow Process Actions
Create Record
Update Record
Assign Record
Send E-mail
Start Child Workflow
Change Status
Stop Workflow
Custom Workflow Plug-in Actions
Stages
Dynamic Values in Processes
Operator
Operator
Look for Options
Dynamic Values Box
Default Value
Monitoring Workflow Processes
Monitoring Workflow Jobs from the Workflow Process Record
Accessing Workflow Jobs from a Microsoft Dynamics CRM Record
Accessing Workflow Jobs from System Jobs
Reviewing Log Details
Taking Actions on Existing Workflow Jobs
Importing and Exporting Processes
Workflow Process Examples
Creating a Business Process for a New Lead
Creating the process
Creating the process
Sending the response for website leads
Creating phone call actions
Adding the follow-up steps
Escalating Overdue Service Cases
Creating the email process
Creating the email process
Creating the escalating logic process
Summary
15. Dialog Processes
Dialog Process Basics
Starting Dialog Processes
Understanding the Components of Dialog Pages
Page Header
Prompt and Response
Tip Text
Comments
Configuring Security for Dialog Processes
Creating and Editing Dialog Processes
Running Dialog Processes
Understanding the Dialog Interface
Dialog Templates
Dialog Properties
Basic Dialog Process Properties
Dialog Execution Options
Input Arguments
Variables
Steps
Stages
Pages
Prompt and Response
Check Conditions
Query CRM Data
Assign Value
Create Record
Update Record
Assign Record
Send E-Mail
Start Child Workflow
Link Child Dialog
Change Status
Stop Dialog
Monitoring Dialogs
Monitoring Dialog Sessions
Reviewing the Summary of a Dialog Processes
Dialog Process Example
Prequalifying a Lead
Creating the process
Creating the process
Creating a lead score variable
Creating the prompt and response page to with the prequalification questions
Calculating the lead score based on the responses
Creating the prequalification logic
Summary
A. About Sonoma Partners
Index
About the Authors
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