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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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