8913A_04

8/12/2019 8913A_04

1/40

Chapter 4: The Customer-centered View

4-1

CHAPTER 4: THE CUSTOMER-CENTERED VIEW

Objectives

The objectives are:

Understand how Microsoft Dynamics CRM provides a customer-centered view of an organization's activities.

Identify the organization's goals and expectations for deployingMicrosoft Dynamics CRM.

Support a successful deployment by defining the organization'sprocesses.

Understand Microsoft Dynamics CRM core concepts, includingcustomer records.

Identify the types of relationships that can be established betweendifferent kinds of records.

Understand record ownership concepts, including assigning andsharing records.

Create activities to track customer interactions.

Use workflows to carry out routine tasks and enforce sales processes.

Identify the tools you can use to search for records quickly.

Use Duplicate Detection to ensure data integrity.

Create a subject tree to help organize your data effectively.

IntroductionMicrosoft Dynamics CRM comprises a variety of tools to track, manage, execute,

and report on customer interactions. The system includes a large and

customizable database, a variety of workflow and automation tools, and

customizable reports. The tools and processes provided in Microsoft Dynamics

CRM are organized around customer records.Because the system is organizedthis way, it is easy to use it to support customer-centric processes and to provide

a customer-centric view of an organization.

This lesson explores the goals and processes to have that support a successful

deployment within your organization. The lesson also introduces the core

concepts of the Microsoft Dynamics CRM solution, including customer records,the types of relationships that may exist among those records, and the activities

you can use to track customer interactions. Finally, the lesson covers the tools

available in Microsoft Dynamics CRM to automate processes and store and use

data efficiently.

8/12/2019 8913A_04

2/40

Applications in Microsoft Dynamics CRM 4.0

4-2

Viewing the Customer through Microsoft Dynamics CRM

Microsoft Dynamics CRM provides an organization a complete view of

customers through all the sales, marketing, and service interactions a company

has with them. Departments throughout an organization can use this centralized

database to access the information and the tools they need to be more effective

with customers.

NOTE:Microsoft Dynamics CRM tools can be used by any organization that

wants to track interactions with the people they serve. This includes government

organizations, non-profits, clubs, and centers within an organization whose

customers are other departments. For ease of reference, these functions are

frequently be referred to as marketing, sales, and service in this course.

Marketing and sales functions in the application are useful for managing a

variety of communication and on-boarding tasks, and service records are useful

for managing a variety of requests and other service management tasks.

Microsoft Dynamics CRM supports the entire marketing, sales, and service

process through a set of modules organized by functional area: Sales, Marketing,

and Services. The core modules that track customer interactions are:

Accounts:Accounts represent a group of people, an organization, ora company with which your organization interacts.

Contacts: Contacts are used to represent people. These can becustomers, employees of accounts, or any other person.

Opportunities: Allows you to manage opportunities, which arepotential sales to an account or contact. Opportunities representpotential revenue from an account or a contact. Opportunities have

usually been qualified from Leads through a sales process.

Cases: Allows you to manage cases, which are service requests orissues reported by a customer. Cases track the activities thatcustomer service representatives use to resolve the issue.

Other Modules

Several additional modules help marketing and sales representatives use leads

and move them through the sales process to return revenue to the company:

Leads:A lead is usually someone that you have collected

information on, but you are not sure if they are interested in doingbusiness with your company.

Campaigns:Allows you to create marketing programs that usecommunication vehicles (such as ads and direct mail) to accomplish

results in a specific time frame, such as introducing new products.

Marketing Lists:Allows you to create lists of accounts, contacts, orleads that match a specific set of criteria. You can use marketing lists

for marketing campaigns or for targeted sales work.

8/12/2019 8913A_04

3/40


4-3

Competitors: Allows you to manage competitors, which arecompanies or organizations that might compete with your

organization for sales opportunities. Competitor records can be

linked to opportunity, product, and sales literature records, so they

are available when competing for a sale.

Sales Literature: Allows you to manage sales literature - thedocuments that are created and given to customers to help increase

sales.

Products: Allows you to manage products - the items or servicesthat the organizations sells or provides. Products can be linked to

other records, such as quotes, campaigns, and cases.

Quotes: Allows you to manage quotes, which are the formal offersfor products or services, proposed at specific prices and the related

payment terms. Quotes can be sent to an account or contact.

Orders: Allows you to manage orders, which are confirmed requestsfor goods or services based on specified terms. An order is a quote

that has been accepted by a customer. Invoices: Allows you to manage invoices, which are bills. Invoices

record a sale to a customer, including details about the products or

services purchased.

Contracts, Services, Knowledge Base

In addition to cases, these modules help your organization retain and satisfy

customers by providing them high-quality services and responding effectively tocustomer questions:

Contracts: Allows you to manage contracts, which are agreements

to provide support during specified coverage dates or for a specifiednumber of cases or a specified length of time.

Services:Allows you to manage services, which is work performedfor a customer by one or more resources. Microsoft Dynamics CRM

facilitates the scheduling of services and the resources required.

Knowledge Base: Allows you to manage and work with theKnowledge Base, which is a repository of articles of importance to

your employees and customers. The Knowledge Base lets you draft,submit, review, and publish articles such as FAQs, instructions, and

trouble-shooting information.

Not all these modules are required. Every organization is different and mustdecide which modules to use and how to use them.

The modules the organization uses work together and the information is stored in

a central database. Throughout the organization, Microsoft Dynamics CRM users

can view and use this information to make customer-focused decisions.

8/12/2019 8913A_04

4/40


4-4

Microsoft Dynamics CRM in Your Organization

Microsoft Dynamics CRM provides a broad set of features and can be

customized in many ways. Deploying Microsoft Dynamics CRM in your

organization is not simply installing and configuring the product. To successfully

deploy Microsoft Dynamics CRM, you need to:

Assess the organization's needs

Determine how Microsoft Dynamics CRM can best be used to meetthose needs

Deploy the appropriate features in the appropriate ways

Customize areas of the application, as needed

Integrate with other applications used in the organization if necessary

Put supporting processes in place (using Microsoft Dynamics CRM'sworkflow and other features to support and enforce these processes)

Key Stakeholders

For the deployment to be successful, it is important to meet with the key

stakeholders in the organization. These are the individuals whose organizational

goals must be met through the use of Microsoft Dynamics CRM-and are usually

the individuals who made the buying decision.

The goals of these stakeholders are likely to be department-wide or organization-

wide and may require gathering data or implementing supporting processes. For

example, the organization might want to increase sales by implementing a

standard sales process or by better leveraging its marketing campaigns.

Understanding the goals that key stakeholders expect to achieve through the use

of Microsoft Dynamics CRM allows the organization to decide which features touse and how to use them.

For example, if the stakeholders want to better leverage marketing campaigns

and create better and more targeted campaigns, it is important for sales people to

provide campaign information for leads, such as by entering lead source data. If

improving campaigns is a key strategic goal of the organization, consider

creating workflow rules that require sales people to enter this information.

A Necessary Tension

In most sales organizations, managers track large amounts of data for analysis.

This data provides important information that allows the organization to refine itsprocesses, increase sales and marketing efficiency, and ultimately sell better and

sell more.

8/12/2019 8913A_04

5/40


4-5

Entering large quantities of data is often contrary to the goal of workers such as

sales people and customer service representatives, who are reviewed on

generating revenue or solving customer issues, not typing information for later

analysis. This causes conflict between what management wants for analysis and

the amount of data entry that a sales person wants to perform.

Deploying Microsoft Dynamics CRM includes finding the balance between theseperspectives. Microsoft Dynamics CRM can provide value to the worker -

enough value to make it worth the time to enter and update information in the

system. In addition, many features of Microsoft Dynamics CRM are designed to

make data capture easy. Even with these features, it is possible to overwhelm

workers with too many data entry requirements. Once the organization makes the

proper choices and provides the support, Microsoft Dynamics CRM can help the

organization be more efficient and effective.

Supporting Microsoft Dynamics CRM through Processes

To meet stakeholder goals and those of the individual workers and other users,

you will probably need to implement supporting processes. It is important to ask:

What are the goals of the stakeholders?

What are the goals of the constituent user groups (sales people,marketing, and so on)?

What are the current business processes?

What processes must be put in place or changed in order to meeteveryone's goals with Microsoft Dynamics CRM?

The organization must strike a balance between supporting the deployment withadequate processes and not over-burdening end users. In some cases, it might be

best to take a phased approach when introducing significant organizationalchange.

End users should be aware of the value that workflow processes can bring to

them. Users can create their own workflow processes to support their approaches

within the organization's larger sales processes. Detailed information about

workflow processes and how to create them is provided later in this chapter.

Implementing Processes to Support Microsoft DynamicsCRM

To realize the full value of Microsoft Dynamics CRM, the organization shouldhave solid processes in place. These processes are unique to each business and

each business unit, but it is useful to have them clearly defined prior to

implementing Microsoft Dynamics CRM. Fortunately, Microsoft Dynamics

CRM is easy to customize, so these processes can be changed and improved

upon.

8/12/2019 8913A_04

6/40


4-6

Several factors should be considered for each of the sales, marketing, and service

processes an organization uses. This section explores some of the issues to

consider:

Scope

Understanding of the entities and stages and what they mean. What records areaffected by the process?

Stages and Gates

Workflows can use staged or standard processes. A staged process has distinct

phases which include a group of tasks that must be completed before the next

stage can begin. For example, the sales process might require that a lead be

contacted and express interest in a product, after which literature is sent, after

which the lead is contacted again before becoming an opportunity.

Stages

Within each stage, there may be several steps. For example, once a lead becomes

an opportunity, the organization may have a standard or recommended process to

move to a sale. A service firm's process might include the following:

1. Validate budget and intent to buy

2. Meet with key decision makers at business to understand goals

3. Present solution

4. Send proposal

5. Proposal accepted

6. Statement of work (SOW) accepted

The organization can capture the status of the opportunity by using the following

flags:

In Progress

On Hold

Closed:

Won

Lost

8/12/2019 8913A_04

7/40


4-7

Data Entry Requirements

Data entry requirements include the information that must be captured at various

stages in the cycle in order to meet both the worker's functional goals and the

identified stakeholder goals. In the case of a staged process, this also includes the

specific information the user must have to move through the stages in theprocess. For example, the organization might require that a lead have budget to

buy the product, or that the lead express interest in a specific product and

quantity before being marked as an opportunity. Thus, budget and products must

be entered for all opportunities. Or, if marketing or stakeholders want to doreporting or analysis on lead source generation methods, then tracking lead

source should be a data entry requirement.

As part of the process analysis, you may uncover information that the

organization wants to capture, but which is not part of the default information

supported by Microsoft Dynamics CRM. You can add custom fields to capture

this type of information, or customize many of the lists in Microsoft Dynamics

CRM to capture additional information. You can also create your own customentities-top-level areas that can contain many detail fields. You can create

relationships between these custom entities and the standard system entities.

NOTE:Customizing Microsoft Dynamics CRM is beyond the scope of this

course.

Integration with Other Systems

The organization may use other systems to perform parts of a process or provide

data. For example, the organization may have a fulfillment system or an ERP for

tracking orders. You must to understand at what points these systems integratewith Microsoft Dynamics CRM and what information is exchanged and/or

synchronized between them to support the full sales process.

Process Rigidity

You must also determine how rigid the processes must be. A rigid process

provides consistency, may result in greater efficiency, and ensures consistent and

accurate data for reporting purposes. On the other hand, a rigid process puts a

burden on the users to enter data. It must be well thought out to ensure that it

works for all users in all circumstances.

Clearly defined policies and procedures aid data capture, provide a consistentsales process, and result in more consistent sales results and forecasting. Create a

policy around the rule, not the exception.

It is important for organizations to check their processes occasionally to make

sure they continue to be effective. In particular, the process must be measured

against the organizational goals, such as whether the percentage of qualified

leads actually converting to opportunities is acceptable.

8/12/2019 8913A_04

8/40


4-8

Understanding Customer Records

In providing an organization with a customer-centered view, Microsoft Dynamics

CRM gives users a sophisticated way to store and use many different types of

information about customers. These customers can include traditional business-

to-consumer customers, such as the clients of a retail operation, or business-to-

business customers, such as the clients of a technology consulting firm. Non-

traditional customers, such as the members of a nonprofit organization or the

members of a community served by a government agency, can also be

represented.

At the center of Microsoft Dynamics CRM is the customer record itself. There

are two types of customer records: an Accountrecord represents an organization

and a Contactrecord represents an individual person. Accounts and contacts can

be related to other accounts and contacts in various ways to model businessrelationships in organizations.

Most of the other types of records used in Microsoft Dynamics CRM represent

either direct or indirect interactions with customer records. These records include

sales Opportunitiesand customer service Casesas well as other types of

interactions. An Activityrecord is very basic. An activity record represents a

basic interaction with a customer, such as an appointment, phone call, or e-mail.

The remainder of this section provides more detail about accounts and contacts

and highlight how to use activities to track interactions with them.

Understanding Accounts

Accounts are records that track organizations. An account can be a company,

government entity, non-profit organization, club, or any such organization.

Accounts tracked in Microsoft Dynamics CRM commonly include:

Customers

Vendors

Partners

Resellers

In a business-to-business (B2B) sales or support scenario, customers representaccounts.

Procedure: Create an Account Continued

1. In the Navigation Pane, click Sales,and then click Accounts.

2. On the Actionstoolbar, click New.

3. On the Generaltab, fill in the information about the new account:

Account Name- Enter the name of the organization.

Main Phone- Enter the organization's primary phone number.

Address Name- Enter identifying information for this address,such as Main or Billing.

8/12/2019 8913A_04

9/40


4-9

Address Type- Select the account's address type to indicate ifthis is the primary address or if it is for billing, shipping, or

another purpose.

Shipping Method- Select the preferred shipping method for theaccount.

4. On the Detailstab, in the Descriptionfield enter additionalinformation about the company that might be helpful to users.

5. On the Administrationtab, under Contact Methods, select thecontact methods the company prefers, allows, and does not allow.

6. On the Administrationtab, under Owner, select the user who ownsthe account using the Lookup Dialog. If this is not selected the user

will default to the person who has created the account.

7. Click Save and Close.

BEST PRACTICE: When creating an account, it is a good idea to complete the

address section and give the address a name. An address name makes it easierto look up an address when creating a quote, order, or invoice in the future. If

you choose not to create a name for the address, you can look up an address by

the information in theStreetfield.

Understanding Sub-Accounts

A sub-account is an organization that is part of a larger organization. This feature

can be used for an organization of any size. For example, a sub-account can

represent a small local office of a larger company, such as the field office of a

consulting firm, or a large corporation that is owned by a holding company.

BEST PRACTICE:Sub-accounts are best used to represent a segment of an

organization that will have sales or service items tracked separately. For

example, if a regional office of a company has its own budget and purchasing

authority, then it should be tracked with a sub-account. Otherwise, consider

adding multiple addresses to the account. (Refer to the Understanding

Addresses section below for details.)

Procedure: Create a Sub-Account

1. In the Navigation Pane, click Salesand then click Accounts.

2. Select and open an account record in the Accounts list.

3. In the form's navigation pane, click Sub-Accounts.

4. On the Actionstoolbar, click New Account.

5. On the Generaltab, enter the Account Name. This is a requiredfield.

6. The Parent Accountis pre-populated with the account opened instep 2.

8/12/2019 8913A_04

10/40


4-10

7. Enter any additional information you have available about the sub-account.


NOTE:An account can be a parent account to any other record, including

other accounts.

Understanding Contacts

Contacts are records that track people. A contact can be a customer, consultant,

service provider, or other individual.

In business-to-business scenarios where customers refer to accounts, a contact

would generally represent an employee of the account. In business-to-customer

(B2C) scenarios, a contact would generally be the customer.

Microsoft Dynamics CRM also allows you to track organizational hierarchiesthrough the use of sub-contacts. This feature can be used to track professional

relationships within an organization.

Understanding Parent-Child Relationships Between Accounts and Contacts

More specific aspects of the relationship between accounts and contacts are as

follows:

A contact can have only one parent account or contact.

If a contact record has a parent account or contact, any sales records,opportunities, quotes, orders, or invoices related to the contact record

are automatically related to the parent.

A contact is not defined as a subordinate entity of an account. Accounts and

contacts can exist as separate, stand-alone records.

Understanding Addresses

Enter at least one address for every account and contact record. The address is

used when creating mail merge documents. If a record does not have an address,

the mail merge will not work correctly.

Each account or contact record can store multiple addresses. You distinguish

different addresses from each other by entering a different Address NameandAddress Typefor each one, such as Billing and Shipping. Additional addresses

are entered in the More Addresses area under Details within the account or

contact record.

8/12/2019 8913A_04

11/40


4-11

BEST PRACTICE:Use additional addresses to store locations for accounts

that do not require independent tracking of sales or customer service activities.

For example, if a customer has three locations but only the headquarterslocation can buy your product, useMore Addressesto track the addresses for

the second and third locations. In this case, there is no reason to take theadditional steps necessary to create sub-accounts.

Notes and Attachments

In Microsoft Dynamics CRM, notes are brief items of information added to a

record or an activity. A note can be viewed by all users with access to the record.

Use notes to store information, such as comments or ideas, or to share

information with others. You can also use notes to journal a series of informal

customer interactions.

BEST PRACTICE: Organizations should store formal interactions, such asthose which are part of a workflow or standard process, as Activities, and key

data using custom field. Informal interactions and data can be tracked using

Notes. Notes are difficult to use for reporting or management.

You can also attach files to notes. Any files that may be useful to other users,

such as a screen shot or a spreadsheet, can be added as attachments.

Relationships Between Customer Records

In Microsoft Dynamics CRM, you can use accounts and contacts to model

complex organizations and the relationships within those organizations. Inaddition, you can capture relationships between different accounts and contacts.

This feature can be used to show relationships such as:

Partnerships between two organizations

A contact's affiliations with multiple organizations, such as boardmemberships

A contact's affiliation with multiple other contacts, such asprofessional services or family relationships

To use relationship features in Microsoft Dynamics CRM, an administrator must

first define the relationship roles available to the users.

8/12/2019 8913A_04

12/40


4-12

Relationship Roles

Relationship roles define how specific account, opportunity, and contact records

are related to one another in Microsoft Dynamics CRM. In creating a relationshiprole, name the relationship and then enter information that maps to the

relationship. For example, you may want to track the relationship between two

kinds of contacts: doctors and patients. You could set up relationship roles ofDoctor and Patient.

You can define the direction of the relationship, so that certain roles can be

limited to certain types of records. For example, if you are creating the Doctor

role and select Contact Role for: Account, you are establishing that a contact

can be a Doctor to an account. If you select another role for Doctor, such as

Contact Role for: Contact, then you are establishing that a contact can be a

Doctor to another contact.

You select these roles in the Relationship Roleform. The following associations

can be selected for a relationship role:

Account Role for Account

Account Role for Contact

Account Role for Opportunity

Contact Role for Account

Contact Role for Contact

Contact Role for Opportunity

Relationship roles are a tool that you can use to show how an organization's

accounts, opportunities, and contacts are related to and among one another.

Types of Relationships

When creating relationships between accounts, opportunities, and contacts in

Microsoft Dynamics CRM, you can:

Describe simple associations between customers, such as referrals.

Create relationships among contacts, such as a doctor's patient withthe patient's family members who share the same home address and

insurance information, but have individual health records. With a

hierarchical relationship, you can also define the relationship for

both parties involved, such as the relationship between employer and

employee.

Create a relationship between a contact and an account withoutmaking the contact a part of the account. For example, your

organization might have an account with a plumbing company that

has several contractors on staff, and that also has an association with

an electrician who is not an employee.

8/12/2019 8913A_04

13/40


4-13

View the details of the relationship from within the records of any ofthe accounts, opportunities, and contacts that are part of the

relationship.

Find a customer based on the customer's relationship to anotheraccount or contact.

When a record is deleted, all its relationships are also deleted. When a record isdeactivated, all relationships created while it was active continue to be available;

however, you cannot create relationships with a deactivated entity.

NOTE:If you are working in Microsoft Dynamics CRM for Outlook With

Offline Access, you can create a relationship and specify the details; however,

you must go online for the changes to become available to other users.

Demonstration: Adding Relationships

This section shows how to use Relationship Roles and Relationships to modelrelationships between Contacts and Accounts that are more complex than simple

employee-employer relationships.

Scenario

[Name] is an executive of a company that uses Microsoft Dynamics CRM. At a

visit to [CompanyName], which is a current customer, he meets with [Name2],

who is the current CEO of [CompanyName]. While chatting, he discovers that

[Name2] is a member of the board of directors of another customer,

[CompanyName2]. He adds this new relationship to Microsoft Dynamics CRM.

Goal Description

In this demonstration you create a relationship role, and then add the role to a

contact.

Steps

The first process is to create the relationship role.

1. In the Navigation Pane, click Settings, and then under Settings, clickBusiness Management.

2. Under Business Management, click Relationship Roles.

3. On the Actionstoolbar, click New.4. In the Role Namebox, enter a name for the relationship role. The

name should be short, descriptive, and reflect the perspective of the

entity from which you will set the role. In this case, well define the

role of Board Member, so enter Board Member.

8/12/2019 8913A_04

14/40


4-14

5. Under Role Availability, select the entities for which the role will beavailable, and the entities that can be related to it. In this case, under

Contact Role for, select Account.


The second process is to add the role to the user.

1. In the Navigation Pane, click Sales, and then under Sales, clickContacts.

2. Open the record for [Name2]. Note that the Parent Account isalready set to [CompanyName].

3. In the form's navigation pane, under Details(not the Details tab),click Relationships.

4. Click New Customer Relationship.

5. Under Party 1, the current Contact is already selected.

6. Under Party 2, click the Lookup icon. In the Lookup Records dialogbox, under Look for, select Account.In the contact list, select

[CompanyName2]. Click OK.

7. Under Role 1, select Board Member.


9. Click Save and Closefor the account.

NOTE:When creating a relationship between accounts and contacts, you must

first select a party before selecting a role for the party.

Understanding Record Ownership and Assignment

Every record in the system, including accounts and contacts, is owned by a single

user. When a user creates a record, that user automatically becomes its owner.

You can determine which user owns the record by viewing the Ownerfield,

usually found on the Administrationtab of each form.

The owner of a record can assign or share the record with other users. When a

record is assigned to another user, that user then becomes the owner of the

record. When a record is shared with other users, those users can then view the

record and take actions on it. Sharing records is only necessary when an

organization's security permissions do not allow users to access other users

owned records.

Assigning and sharing may be performed by a supervisor to distribute accounts

among sales representatives, or users may share accounts so other users canupdate information. For example, you might share your accounts with co-workers

while on vacation, so they can assist your customers during your absence.

8/12/2019 8913A_04

15/40


4-15

NOTE: The system administrator defines users security permissions, which

identify the actions that users can perform on each record type. Permissions

may allow some or all users to read account records, delete them, or performvarious other actions with different records.

Procedure: Assign a Record

1. In the Navigation Pane, click Sales, and then click Accounts.

2. In the list of accounts, select and open an account.

3. On the Standardtoolbar, on the Actionsmenu, select Assign

4. In the dialog box, select one of the following:

Assign to me- Select this option to assign the record to yourself.

Assign to another user- Select this option to assign the recordto another user, and then enter the user to whom you are

assigning the Account. You can click the Lookup icon to search

for a user to assign the account to.

5. Click OKthen Save and Closeon the record.

NOTE:If a user or team does not appear in the list, contact the system

administrator.

Using Activities to Track Customer Interactions

Activities are different interactions that can be performed with records in

Microsoft Dynamics CRM. For example, an activity might be sending a letter ormaking a phone call to a contact or account. Users can create activities for

themselves, or they can assign activities to another user to complete. Activities

can also be shared with other users.

Any action that can be placed on a calendar or a to-do list is an activity.

Activities indicate when the action occurred or is scheduled to occur. Users

specify this information when they create an activity. Users also enter basic

information to indicate the action the activity represents.

An activity can be in one of three states: Open, Completed, or Canceled. When

an activity is completed, the user will select from several additional sub-statuses

to indicate how the activity was completed.

Activity Types

Task

Fax

Phone Call

E-mail

Letter

Appointment

Service Activity

Campaign Response

8/12/2019 8913A_04

16/40


4-16

Activities often involve one or more participants. For a meeting activity, the

participants are the contacts or users attending the meeting. For a telephone call

or fax activity, the participants are the caller and the person who is called.

The rules regarding how users can access activities are:

The person who created the activity (the owner) has full access to theactivity.

The owner can assign the activity to another user.

Once an activity has been recorded as completed, it cannot be editedor assigned to a new owner.

Procedure: Create or Edit an Activity

The following steps are for creating a new activity. You can edit an open activity

by following step 1 to navigate to the Workplace area. Then, open the record to

edit. Use the information in this procedure to guide you in entering data.

1. In the Navigation Pane, click Workplace, and then under My Workclick Activities.


3. In the New Activity dialog box, select the type of activity you wantto create, and then click OK. This opens a new window.

4. In the window enter information about the activity, such as:

Subject- Enter a description of the activity.

Duration- If this activity is related to a case, make sure that yourecord the time spent on the activity in this box. If the case is

linked to a contract line, the durations of all the activities for thiscase are tallied and updated automatically in the related active

contract. The total, which includes the totals from any other

cases relating to that contract, can be adjusted manually before

billing the customer.

Due- Enter the date and time when the activity is expected totake place or be completed. You can sort on the Duefield when

viewing activities.

NOTE: Each activity has different fields to use. For more help refer to the

Microsoft Dynamic CRM's help files.

5. Indicate the record to which this activity pertains. Depending uponthe activity, you might enter this information under Regarding,

Required, or Customer.


8/12/2019 8913A_04

17/40


4-17

Demonstration: The Customer Centered View

This section demonstrates how Microsoft Dynamics CRM gives an organization

the ability to maintain a comprehensive view of the customer. Using Microsoft

Dynamics CRM's features and tools, an organization can retrieve and share

valuable customer data from a central location.

Scenario

An organization is using Microsoft Dynamics CRM for both sales processes and

customer service processes. The company has just hired a new Sales

Representative and has given her responsibility for some existing accounts. The

Sales Representative wants to learn about an account before making contact.

The sales representative searches for the account in Microsoft Dynamics CRM

and opens the account record. She views the associated contacts to familiarize

herself with the people who work there. Next, she looks at the open opportunities

to see the deals that are in progress. Finally, she opens the case history to findany customer service issues. With Microsoft Dynamics CRM, the Sales

Representative is able to quickly get a comprehensive view of all of the

interactions the company has had with the customer.

Goal Description

The goal of this demonstration is to open an account record, view the contacts,

opportunities, the cases, and case history for a case.

Steps

Follow these steps to open an account record, view the contacts, opportunities,

cases, and case history of a case:

1. In the Navigation Pane, click Sales, and then under Sales, clickAccounts.

2. In the list, select and open [Account Name].

3. In the account form's navigation pane, under Details, click Contacts.A list of the contacts at this organization appears.

4. In the form's navigation pane, under Sales, click Opportunities.Alist of opportunities for this account appears.

5. Select and open an opportunity to view its details.

6. In the form's navigation pane, click History. The list of activitiescompleted for this opportunity appears.

7. In the form's navigation pane, click Activities. The list of actionsrequired for this opportunity appears.

8. Click Closeto close the opportunity without saving the record.

9. In the form's navigation pane, under Service, click Cases.A list ofcases for this account appears.

10. In the list, select and open a case to view its details.

8/12/2019 8913A_04

18/40


4-18

11. In the form's navigation pane, click History. The list of activitiescompleted for this case appears.

12. In the list, select and open an activity to view its details.

13.Click Saveto close the activity.

14.Click Saveto close the case.

15.Click Saveto close the account.

NOTE: Cases are discussed more in depth in Lesson 17.

BEST PRACTICE: When viewing a record be mindful that clickingSave and

Closemay cause you to overwrite data. Close records you have opened to read

by using the normal close window button labeled with an X in the upper right

corner of the window.

Using Workflows

You can use Microsoft Dynamics CRM to create workflows that carry out

routine tasks and enforce processes. Workflows can help ensure that the rightinformation gets to the right people at the right time. Workflows also help

employees track the steps they have to take to complete their work. By creating

workflows, you can create and enforce the business logic and rules. .

Managers can define, automate, and enforce specific business rules, policies, and

procedures through workflows. For example, workflows can automatically

escalate overdue service requests, alert salespeople about pipeline management

issues, and alert the sales force about key events.

Individual users can also build their own workflows to automate redundant tasksor to perform operations automatically based on events that happen in the system.

For example, you can build a workflow that automatically creates a new phone

call activity whenever a new lead is created.

With Microsoft Dynamics CRM workflow features, you can:

Define business policies based on established processes.

Ensure that customer commitments are met.

Automatically escalate issues to management when required.

Level workloads across teams and territories.

Manage key business policies and procedures.

Ensure a consistent service process.

8/12/2019 8913A_04

19/40


4-19

Using Workflows

There are two types of workflows:

Workflow Processes- Standard workflow processes are used to

automatically assign records, route records and create activities formost entities in the Microsoft Dynamics CRM system, including

leads, accounts, contacts, and opportunities.

Staged Workflow Processes- Staged workflow processes are usedto create a set of sequential steps through which an entity, such as an

opportunity, progresses. Staged workflows can be developed for any

entity in the system.

Staged workflow processes are longer-running workflows that take place over

many days or weeks. Standard workflow processes are designed to perform a

series of actions and then terminate within a shorter period of time.

Workflow processes and staged workflow processes can be started automaticallyby the system or initiated manually by the user.

Personal Workflows

While Microsoft Dynamics CRM workflows are a powerful way to automate

tasks across an organization, they can also be an effective tool to help users

perform small automation jobs. Using workflows can help individual users do

their jobs more efficiently, and no job is too small to consider automating with

workflow.

Personal Workflows have a Scope, which defines when the workflow applies.

A User-level scope means that the workflow is only triggered if the user is theone performing the action. An organization-level scope will apply the workflow

regardless of who is performing the action. For example, if you create a

workflow that triggers an email when an account is created and the scope is set to

user, the workflow is only triggered when you create an account. If you set same

workflow's scope to the organization, the workflow is triggered when anyone in

the organization creates an account.

Demonstration: Personal Workflows

This demonstration shows how to create, publish, and test a simple notification

workflow.

NOTE:Users must have the appropriate permissions to create workflows.

8/12/2019 8913A_04

20/40


4-20

Scenario

A salesperson likes to make a personal follow up call with his customers three

days after winning a deal to make sure everything is satisfactory. This call isindependent of the organization's standard customer service policies. To

automatically set a reminder for himself, he sets up a personal workflow. The

workflow is configured so that it runs on any Opportunity in the system, just incase someone else closes the sale, but checks to make sure he is the owner of the

opportunity so he only gets reminders for his deals.

Goal Description

This goal of this demonstration is to:

Create a personal workflow that checks conditions and assignrecords based on criteria

Publish and test the workflow

Step 1: Create the Workflow

Follow these steps to create the workflow:

1. In the Navigation Pane, click Settings, and then click Workflows.


3. In the Create Workflowdialog box, under Workflow name, enter[descriptive workflow name].

4. Under Entity, select Opportunity.

5. Under Type, select New blank workflow.

6. Click OK. The Workflow Information form appears.

7. From the Start when:list, select Record Status changesanduncheck the other boxes. This will cause the workflow to be

triggered when the opportunity status of the opportunity changes.

8. Under Scope,select Organization.

9. In the workflow script box, click Add Stepand select CheckCondition.

10.Click Type a step description here, and then type Status Check.

11.Click (click to configure). The Specify WorkflowCondition form appears.

12. In the Specify Workflow Condition dialog box, click Selectand

under Primary Entity, select Opportunity.13. In the next column to the left, click Select, and then select Status

Reason.

14. In the next column to the left, click Select, and then select Equals.

15. In the next column to the left, click Enter Value. Click the ellipses,the Select Values dialog will display. Under the Available Values,

select Won and then click >> to move it to the Selected Values

area. Click OK.

8/12/2019 8913A_04

21/40


4-21

16.To add a condition to check if you are the account owner, click onSelectin the second row and under Primary Entity, select

Opportunity.

17. In the next column to the left, click Select and then select Owner.

18. In the next column to the left, click, select and then select Equals.

19. In the next column to the left, click on Enter Value. Click theLookupicon. The Look Up Records dialog appears.

20.Click the Lookup icon to display all the Users in the system. Select[Salesperson] and then click >> to move the record to the Selected

records area. Click OK.

21.Click Save and Close.

22.Under the criteria you created, click Select this row and click AddStep. Then, on the Actionstoolbar, click Add Step, and select

Create Record.

23.Under Create, select Phone Call.

24.Click Set Properties. The Create Phone Call page appears.

25.To set the Sender of the Phone Call to you, as the owner of therecord, click in the Sendertext field.

26.Using the Form Assistant,confirm Opportunity is selected for thefirst text box under Look for: and select Owner in the second text

box.

27.Click Addand then click OK. The Sender field appears{Owner(Opportunity)}.

28.To set the Recipient of the Phone Call to the customer, click in theRecipient text box.

29.Using the Form Assistant, confirm Opportunity is selected for thefirst text box under Look for and select Potential Customer in the

second text box.30.Click Addand then OK. The Recipient field appears {Potential

Customer(Opportunity)}

31.To create the Due date for the Phone Call activity, click in the Duebox (not the calendar icon next to it).

32.Under Days, select 3and in the drop down below Days, selectAfter.

33.Under Look For, select Opportunityin the first box and then selectActual Close Datein the second box.

34.Click the Addbutton then click OK.

35.Under Subject enter: Place a follow up call.

36.Under Ownerclick the Lookup icon to search for the correct user, inthis case, chose yourself.

37. In the large text box, enter Call the primary contact.

38.Click Save and Closeto close the Phone Call form.

39.Click Saveto save the Workflow.

40.On the Standardtoolbar, click Publish.

8/12/2019 8913A_04

22/40


4-22

NOTE: Workflowsare not available until they are published. A workflow that

has been created must be unpublished for a user to edit it. After editing, the

workflow must be published again to take effect.

Demonstration: Trigger a Workflow

Follow these steps to trigger the workflow you created:

1. In the Navigation Pane, click Sales, and then clickOpportunities.Make sure the view is set to My Open

Opportunities.

2. Open an opportunity.

3. From the Actions toolbar, chose Close.

4. Set the Status Reason to Won.

5. Click OK.

Demonstration: Monitor Workflow

Now, look for the record the workflow created. This confirms that you have

created the workflow correctly. Use the following procedure:

1. In the Navigation Pane, click Workplaceand then My Work.

2. Click Activities. The Phone Call that was created as a result of theWorkflow should appear in the list.

Finding and Maintaining Data

In Microsoft Dynamics CRM, you can find records with Auto Complete, Quick

Find, and Advanced Find. Using these tools can reduce the time it takes to search

for records.

Auto Complete for Lookups

Lookups are fields on a record that reference another record. For example, the

Parent Accountfield on a contact record is a lookup field that references an

account. The data in this field captures the relationship between the contact and

the account.

Auto Complete quickly completes lookup fields by locating the record thatmatches the text entered. For example, if you have an existing account called

[CompanyName] and you type [first five letters] into a lookup field, once you

move out of the field, all records that have [first five letters] in the name are

located. You can then select the correct name in the list presented.

8/12/2019 8913A_04

23/40


4-23

Demonstration: Use Auto Complete to Populate a Field

In this demonstration, you will use auto-complete to populate a field.

Scenario

A sales representative is creating a new account. He's in a hurry to get to his nextmeeting, so he uses auto-complete to quickly enter the necessary information.

The Contact already exists, but the account has not been created.

Goal Description

This goal of this demonstration is to create a new account and use auto-complete

to quickly fill in fields in the form.

Steps

1. In the Navigation Pane, click the Salesand then click Accounts.

2. On the Actionstoolbar, select Newto create a new account.

3. Under Account Name, enter a name for the new account.

4. Under Primary Contact, type [first part of name of a contact in thesystem-unique so that only one match is found], and then press the

Tab key. The field automatically populates with the full name of the

contact.

5. On the Detailstab, under Territory, type [first part of territory namethat has multiple matches], and then press Tab. The More than one

matchicon appears in the box. Click the icon to view all the

matching search results, and then select [territory] from the list.

If the system cannot find a match, a red X icon appears. You can click the icon toopen the Lookup Records dialog box, from which you can browse records or

create a new record.

Quick Find

The Quick Find tool is available within many sections of Microsoft Dynamics

CRM, such as Accounts, Contacts, and Workflows. You can find the Quick Find

tool directly above the list of records. To use Quick Find, click in the field where

you see Search for records, type in the name of the record you want to find, and

press enter or click the search icon.

The tool finds records matching your search within the entity you are working

with. For example, if you are in the Contacts section, Quick Find will only look

for contact records. Quick Find supports the use of wildcards (*) in the search.

NOTE:The system administrator defines the fields that are searched within the

section records when users perform a Quick Find. If you want different fields to

be made available to search, contact the system administrator.

8/12/2019 8913A_04

24/40


4-24

Using Advanced Find

You can use the searching capabilities in Advanced Find to locate specific

records and activities in Microsoft Dynamics CRM. When using Advanced Find,

you can specify one or several search conditions or criteria. For example, you can

find items by account name, city, or region, and the name of the salespersonresponsible for the account. You can search for an activity based on when you

last worked on it or search for a letter containing specific text.

You can use Advanced Find to expand search capabilities in the following ways:

You can search by any field or combination of fields.

You can use wildcard characters, exact strings, and operators (suchas AND, OR, and NOT).

You can refine your query by using multiple rows of criteria.

You can search between related entities and have search results from

both entities appearing in custom columns.

You can save Advanced Find queries for future use.

Procedure: Create a New Advanced Find Query

1. On the Standardtoolbar in the Microsoft Dynamics CRM window,click Advanced Find.

2. On the Findtab, click New.

3. Under Look for, select the entity whose records you want to search,such as Accounts, Leads, or Users.

4. On the Actionstoolbar, click Edit Columnsto select the columns

that will display for each record returned by the search.5. Under Common Tasks, click Add Columns.

6. In the Add Columns dialog box, you can add fields to display ascolumns in the search result. You can add any field from the primary

entity you selected in step 3. You can also add fields from related

entities.

To add a field from the primary entity, in the list, select the fieldsthat you want to add.

To add a field from a related entity, under Record Type, select arelated entity. The list below changes to display the fields

available for this entity. To add a field, select the field in the list.

When you are finished selecting fields, click OK.

7. The fields display in the box. If desired, select a column and thenclick Change Properties, and then use the dialog box to modify the

width of the column.

8. Click OKto close the Edit Columns dialog box.

8/12/2019 8913A_04

25/40


4-25

9. In the criteria box, add rows to specify your criteria. You can add asmany rows (criteria) as needed.

In the Details area, click Select, and then select the field you willbe searching in (for example:Account Name or City).

In the next column, click Select and then select the operator to

use when comparing the field and value. In the next column, click Enter Value, and then enter or select

the value with which to compare the field.

10.By default, criteria rows use AND functionality. Records must meetall criteria specified in order to be returned in the search.

You can use the logical operators AND and OR to further define the search

criteria.

To AND criteria, for each row to AND, click the arrow to the left ofthe row, and then select Select Row. When you have chosen all the

rows you want, on the Actionstoolbar, click Group AND.

To OR criteria, for each row to OR, click the arrow to the left of therow, and then select Select Row. When you have chosen all the rows

you want, on the Actionstoolbar, click Group OR.

NOTE:When creating AND and OR groupings on a multi, entity query, you can

only group fields from the same entity.

Within the Details area, Microsoft Dynamics CRM rearranges the selected rows

to group them together as you have specified. They become AND or OR groups.

Note that you can also use logical operators on these groups.

11.When you are finished entering criteria, on the Actionstoolbar, clickSave As.

12. In the Query Propertiesdialog box, under Name, enter a name forthe search. If desired, under Description, type a brief description.

Then click OK.

The search is saved as a view and appears on the Saved Viewstab.

13.Click Find. The selected records are displayed.

14.Click Back to Queryto return to the Findtab.

Using Duplicate Detection

Duplicate Detection is a tool that helps ensure data integrity by notifying users

about duplicate records. Duplicate detection is set up by the system administrator

and then becomes available to users through the system.

8/12/2019 8913A_04

26/40


4-26

The system administrator or system customizer decides which entities Duplicate

Detection can be applied to and can add additional rules that make sense for the

organization.

Duplicate detection is available:

When a record is created, updated or tracked. Duplicate Detectionprompts users automatically before potential duplicate records are

saved or imported.

When Microsoft Dynamics CRM for Outlook with Offline Accessgoes from offline to online. Users must set how they want Duplicate

Detection rules to be applied when they synchronize their data. By

default, duplicates are not detected during synchronization.

During data import. Each time users define an import, they canchoose whether to check for duplicates.

Because it is possible for users to create duplicate records, system administrators

can schedule duplicate detection jobs to run in the background. For example, theadministrator might want to schedule a duplicate detection job to run at midnight

every day.

When a duplicate detection job is completed, you can receive an e-mail

notification so you can review the results.

Demonstration: Using Duplicate Detection When Creatinga Contact

This demonstration shows how to make use of the real-time duplicate detection

abilities of Microsoft Dynamics CRM.

Scenario

A sales representative has recently taken over an account from another sales

representative. After meeting with a contact for the account, the sales

representative would like to add the contact into Microsoft Dynamics CRM.

Unbeknownst to the sales representative, the contact has already been added. In

this example, the sales representative attempts to create the contact, see that a

duplicate exists and will decide to update the contact with the new information

instead.

Goal Description

Understand how to use real-time Duplicate Detection and to take actions

accordingly.

8/12/2019 8913A_04

27/40


4-27

Steps

Follow these steps to detect a duplicate record when creating a contact:

1. In the Navigation Pane, click Salesand then click Contacts.

2. On the Actionstoolbar, click Newto create a new contact.

3. Enter [First name] in the First Namefield and [Last name] in theLast Namefield. Enter [E-mail] in the E-mailfield.


5. The Duplicate Detection window opens.

6. Assuming the new information you are entering is the most recent,you remove the old contact. Under Potential duplicate record type,

select the old contact.

7. If you want to delete the old record permanently, click the deleteicon and click Delete. The Select Delete or Deactivate dialog

displays. You have the option to deactivate the record. Deactivating

the record allows you to view the record later. Deleting the record

will remove all references to the record.

8. Click OKto close the confirmation dialog.

9. Click Save Record. The old record has now been removed and thenew one has been saved.

Understanding the Subject Tree

In Microsoft Dynamics CRM, the subject tree is a hierarchy that provides a

structured approach for grouping and managing records in Microsoft Dynamics

CRM. It is used in a variety of areas in the system such as sales literature, cases,

products, and the Knowledge Base. You will create the subject tree hierarchy

according to the organization's unique business needs. The subject tree defineshow users can browse records and filter them for reports. There can only be one

subject tree for the organization and it is shared across all business units.

A good subject tree allows users to quickly find many different pieces of data

that are related to the same subject. For example, if an organization sells bicycles

and unicycles, initially you would set up your subject hierarchy with those two

major subject categories. Then, within those two subjects, you would add more

subject categories (mountain bikes, racing bikes, and so on.). From there you

would drill down into the actual products. Once this has been done, each time a

user creates a case, adds a Knowledge Base article, or posts sales literature, the

user can select one of these subjects to categorize the information.

8/12/2019 8913A_04

28/40


4-28

Summary

This lesson discussed the customer-centered view that Microsoft Dynamics CRM

provides to your organization. It covered the key processes you must put in place

to support a successful deployment. It explained the core concepts behind

Microsoft Dynamics CRM, including customer records, relationships, and

activities. Finally, it discussed the tools you can use to automate tasks and

processes and to store and use your data efficiently.

8/12/2019 8913A_04

29/40


4-29

Test Your Knowledge

Accounts and Contract

1. 1. What is the difference between an account and a contact?

( ) a. Accounts are relationships with contacts.

( ) b. Accounts represent organizations and contacts represent

individuals.

( ) c. Accounts must have sub-accounts but contacts do not have this

requirement.

( ) d. Accounts are customer records and contacts are organization

records.

Account and Contract Relationship

2. 2. Which of the following describe the aspects of the account and contact

relationship? Select all that apply. (Select all that apply.)

( ) a. A contact may be associated with an account but this is not a

requirement.

( ) b. A contact can be associated with multiple accounts through

Relationships, and can have multiple Parent Accounts.

( ) c. A contact is not defined as a subordinate entity of an account.

( ) d. Accounts and contacts can exist as separate, stand-alone records.

Create a Record

3. 3. Which of the following should be used to create a record for a subsidiaryof an existing account that has separate purchasing authority?

( ) a. Account

( ) b. Contact

( ) c. Sub-Account

( ) d. Address

Record Information

4. 4. Which of the following is used to store additional informal informationabout a record?

( ) a. Activity

( ) b. Task

( ) c. Contact

( ) d. Note

8/12/2019 8913A_04

30/40


4-30

Matching Activity

5. Task: 5. Match the record type with each scenario. Each response is usedonly once.

_____ 1. A Microsoft Dynamics CRM user

will be working with the legal consult

regarding some upcoming deals and wants

to put the information for the company

lawyer in the CRM system.


has established a relationship with a new

company that they have not done business

with before.


received correspondence from a new

employee at an existing customer._____ 4. An existing customer has a new

warehouse where they want orders

shipped. Billing still is sent to the main

address.

a. Contact

b. Contact for an existing account

c. Address

d. Account

Relationship Role

6. 6. In which situation is a Relationship Role used?

( ) a. Relate a primary contact for an account.

( ) b. Indicate an additional address for an account.

( ) c. Relate a contact to multiple accounts.

( ) d. Relate a user to an account.

Relationship Role

7. 7. Relationship roles are used with which of the following types of records?Select all that apply. (Select all that apply.)

( ) a. Account

( ) b. Contact

( ) c. Activity

( ) d. Opportunity

8/12/2019 8913A_04

31/40


4-31

Workflow

8. 8. Which of the following are examples of typical workflow activities?Select all that apply. (Select all that apply.)

( ) a. Automate the escalation of overdue activities

( ) b. Provide key contact phone information

( ) c. Alert salespeople about pipeline management issues

( ) d. Alert sales people to key events

8/12/2019 8913A_04

32/40


4-32

Lab 4.1 - Creating Account and Contact Records

In this lab you create new accounts, new contacts, and contacts associated with

existing accounts.

As you complete the instructions, use the information in the Scenario and GoalDescription to complete the lab.

Refer to the Introduction to Training lesson for information about the two levels

of lab instruction and the lab solution in Appendix A.

Scenario

A Microsoft Dynamics CRM user has established a relationship with a new

account, [company], and two employees at this company. [name1] is the

purchasing manager and primary contact at [company]; [name2] is the service

manager. The telephone number for [company] is [phone], the company is

located in [city], [state]. It is also known that [name2] is an avid golfer, and theMicrosoft Dynamics CRM user wants to note this fact.

Goal Description

Use Microsoft Dynamics CRM to:

Create an account.

Create contact records associated with the account record.

Challenge Yourself!

Use the information in the Scenario and Goal Description to complete the lab.

Need a Little Help?


Step by Step

Follow these steps to create the account record for [company]:

1. Log on to Microsoft Dynamics CRM. For purposes of this trainingclass, use the login credentials provided by your instructor:

2. In the Navigation Pane, select Accounts.

3. Click New.

4. Type the company name and the details for this account.

5. Click Save.

8/12/2019 8913A_04

33/40


4-33

Perform the following steps to create the new contact records for the account:

1. Click in the Lookup icon on the Primary Contactfield to open thecontact lookup field dialog.

2. Click Newto open a new contact form.

3. Enter the information for [name1] into the contact form.

4. Click Save and Closeto return to the lookup dialog. Make sure thatthe contact you just created is selected, and then click OK.

5. From the Navigation Pane, select Contacts.

6. Select New Contact.

7. Enter the information for [name2], including the note into the formthat opens.

8. Click Save and Closeto close the Contact Record.

8/12/2019 8913A_04

34/40


4-34

Lab 4.2 - Accounts and Contacts

In this lab, you learn how to set up a complex model of an organization with

multiple offices in multiple locations. This allows you to examine how Microsoft

Dynamics CRM handles various relationships and hierarchies.

Scenario

A sales representative needs to input an Account's complex business model into

Microsoft Dynamics CRM. The Account has a complex business model because

it has numerous offices in various locations.

The company is headquartered in [City A] has five offices throughout the

country. The offices in [City B] and [City C] are regional offices that will be

making purchases. The offices in [City D] and [City E] are also regional

warehouses and purchasing is done through the corporate office. The sales

representative needs to make sure all locations are established in Microsoft

Dynamics CRM, and the system reflects their purchasing capabilities.

Goal Description

Model the above business organization in Microsoft Dynamics CRM

Create an account

Create sub-accounts beneath the main account

Add additional addresses to the account

Challenge Yourself!


Need a Little Help?


Step by Step

Follow these steps to create the Account Record for the Headquarters office:

1. Log on to Microsoft Dynamics CRM. For purposes of this trainingclass, use the following login credentials:

User ID:[Username]

Password:[Password]

2. In the Navigation Pane, click Salesand then click Accounts.

3. Click Newon the Actionstoolbar.

4. For the Account Nameenter [Company Name].

8/12/2019 8913A_04

35/40


4-35

5. Enter [City A] (Headquarters) in the AddressName field. Add all ofthe address information for the [City A] office.

6. Click Save.

Step by Step Continued

Once you have created the Headquarters, you can now create records for theregional offices. Since the regional offices in [City B] and [City C] will be doing

their own purchasing, you will need to create them as sub-accounts of the main

account.

Follow these steps to create the sub-accounts.

1. If the previously created account is not open, open it.

2. Click Sub-Accountsunderneath Details.

3. Click the New Accountbutton.

4. In the Account Nameenter [Company Name] - [City B] Office.

5. For the Address NameEnter [Company Name] - [City B] Office.Add all the address information for the [City B] office.


7. Repeat the above process for the [City C] Office. However, you willneed to enter [Company Name] - [City C] Office for the Account

Nameand Address Name.

Now that you have created records for the [City B] and [City C] offices, you will

need to create records for the warehouses that aren't involved in purchasing, [City

D] and [City E]. Since these offices don't purchase, you can add them as

additional addresses to the main account.

Follow these steps to create the additional addresses.

1. If the original account is not open, open it by clicking informationunder Details in the navigation pane.

2. Click More Addressesunder Details.

3. Click New Addresson the action bar.

4. In the Address Namefield enter [Company Name] - [City D]. Addall the address information for the [City D] office.


6. Repeat the above process for the [City E] office. However, you will

need to enter [Company Name] - [City E] Office for the AddressName.

8/12/2019 8913A_04

36/40


4-36

Quick Interaction: Lessons Learned

Take a moment and write down three key points you have learned from this

chapter:

1.

2.

3.

8/12/2019 8913A_04

37/40


4-37

Solutions

Test Your Knowledge

Accounts and Contract

1. What is the difference between an account and a contact?

( ) Accounts are relationships with contacts.

() Accounts represent organizations and contacts represent individuals.

( ) Accounts must have sub-accounts but contacts do not have this

requirement.

( ) Accounts are customer records and contacts are organization records.

Account and Contract Relationship

2. Which of the following describe the aspects of the account and contactrelationship? Select all that apply. (Select all that apply.)

() A contact may be associated with an account but this is not arequirement.

( ) A contact can be associated with multiple accounts through Relationships,

and can have multiple Parent Accounts.

() A contact is not defined as a subordinate entity of an account.

() Accounts and contacts can exist as separate, stand-alone records.

Create a Record

3. Which of the following should be used to create a record for a subsidiary ofan existing account that has separate purchasing authority?

( ) Account

( ) Contact

() Sub-Account

( ) Address

Record Information

4. Which of the following is used to store additional informal information about

a record?

( ) Activity

( ) Task

( ) Contact

() Note

8/12/2019 8913A_04

38/40


4-38

Matching Activity

5. Match the record type with each scenario. Each response is used only once.

a 1: A Microsoft Dynamics CRM user

will be working with the legal consult

regarding some upcoming deals and wants

to put the information for the company

lawyer in the CRM system.

d 2: A Microsoft Dynamics CRM user

has established a relationship with a new

company that they have not done business

with before.

b 3: A Microsoft Dynamics CRM user

received correspondence from a new

employee at an existing customer.

c 4: An existing customer has a newwarehouse where they want orders

shipped. Billing still is sent to the main

address.

a. Contact

b. Contact for an existing account

c. Address

d. Account

Relationship Role

6. In which situation is a Relationship Role used?

( ) Relate a primary contact for an account.

( ) Indicate an additional address for an account.

() Relate a contact to multiple accounts.

( ) Relate a user to an account.

Relationship Role

7. Relationship roles are used with which of the following types of records?Select all that apply. (Select all that apply.)

() Account

() Contact

( ) Activity

() Opportunity

8/12/2019 8913A_04

39/40


4-39

Workflow

8. Which of the following are examples of typical workflow activities? Selectall that apply. (Select all that apply.)

()Automate the escalation of overdue activities

( ) Provide key contact phone information

() Alert salespeople about pipeline management issues

() Alert sales people to key events

8/12/2019 8913A_04

40/40


Date post:	03-Jun-2018
Category:	Documents
Upload:	zubairpam
View:	215 times
Download:	0 times

8913A_04

Documents