CHAPTER 2: UNDERSTANDING MICROSOFT DYNAMICS CRM...

Chapter 2: Understanding Microsoft Dynamics CRM Software

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CHAPTER 2: UNDERSTANDING MICROSOFT DYNAMICS CRM SOFTWARE Objectives

The objectives are:

• Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.

• Access Microsoft Dynamics CRM. • Become familiar with the user interface. • Recognize how to access Help. • Identify how to personalize Microsoft Dynamics CRM to meet

specific interface needs.

Introduction This lesson introduces the basics of how Microsoft Dynamics CRM is installed and used in your environment. The lesson covers the different types of server and client installations, including Microsoft Dynamics CRM for Outlook. It introduces the application's user interface and its basic use. In addition, it discusses how to access Help while using Microsoft Dynamics CRM. Finally, the lesson explains how users can personalize the Microsoft Dynamics CRM experience.

Applications in Microsoft Dynamics™ CRM 4.0

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Understanding the Microsoft Dynamics CRM Server and Client Options

Microsoft Dynamics CRM is a data-driven client-server application. This means that all data is stored in a central location and “served” from a centralized server. End users access and work with that data through one of many “clients.” The server's job is to structure, store, manage, and protect users’ data and make it available to the clients. The client's job is to provide the user with an interface to access and use the data provided by the server.

Microsoft Dynamics CRM Server Options

The type of Microsoft Dynamics CRM server your organization deploys and uses depends on the business requirements and available information technology infrastructure. There are three choices: on premise, Service Provider Hosted, and Microsoft Dynamics CRM Live.

On Premise

On Premise is software the organization licenses, installs, and maintains. The organization must install the Microsoft Dynamics CRM server software on a server (hardware) that is owned by the organization. This software runs “locally,” meaning it is typically installed at a central office or onsite. End user clients can connect to the server via a local network or, if configured to do so, through a virtual private network (VPN), or the Internet.

Service Provider

Service Provider is similar to on premise, except the organization selects a third party to install and host the Microsoft Dynamics CRM software and server hardware for them. The organization's users then connect to the third party's servers using the Internet to access the software.

Microsoft Dynamics CRM Live

Unlike the previous two options, Microsoft Dynamics CRM Live is not owned by the organization, but rather, is rented by the organization on an ongoing basis. The organization's users access the Microsoft Dynamics CRM software from the Internet. This option is similar to the service provider model, except the service provider in this case is Microsoft.

Microsoft Dynamics CRM Client Options

Microsoft Dynamics CRM includes three core clients that ship with the product. The first is the Web browser interface to Microsoft Dynamics CRM, which is available from any computer that uses Microsoft Internet Explorer.

There are also two versions of Microsoft Dynamics CRM for Outlook. One requires network connectivity and the other supports offline use. These clients are covered in more detail below.


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Microsoft Dynamics CRM clients can work with any of the three server options listed above. Each option supports the Outlook online client, the Outlook offline client, and the web client.

NOTE: Because the Microsoft Dynamics CRM platform servers are client independent, clients other than the ones discussed here are available. These clients are out of the scope of this course, but you should be aware that they are available. With custom software development, it is even possible to build your own custom client to meet end-user needs. Microsoft provides two “mobile clients”: one that can work on Windows Mobile-based devices and one that is community-supported and works on any mobile device that supports HTML browsing. Third-party partners also offer a variety of clients that work on other mobile and specialized devices.

Microsoft Dynamics CRM

The Microsoft Dynamics CRM is an ASP.NET application that runs on a Microsoft Internet Information Services (IIS) application server. This provides web pages that allow end users to simply point their web browser to the application server to directly access Microsoft Dynamics CRM. It is a “zero footprint” client, which means that nothing needs to be installed on the computer for it to work. The client requires a Microsoft® Windows® XP or Vista PC that has Microsoft® Internet Explorer 6.0 SP2 or higher installed.

The Microsoft Dynamics CRM is only available to computers that have a network connection with access to the Microsoft Dynamics CRM server. It does not work offline.

Microsoft Dynamics CRM for Outlook

Microsoft Dynamics CRM for Outlook brings Microsoft Dynamics CRM into the everyday Outlook experience. If users know how to send and receive e-mails, look up contacts, and schedule tasks and appointments in Outlook, employees will find Microsoft Dynamics CRM for Outlook easy to use.

Microsoft Dynamics CRM takes the familiar experience and provides almost all the powerful sales, marketing, and customer service features that Microsoft Dynamics CRM offers. You can use Microsoft Dynamics CRM for Outlook to accomplish day-to-day activities without leaving the environment of Outlook. Microsoft Dynamics CRM for Outlook installs additional components that enable integration with Microsoft Office. This includes the Microsoft Dynamics CRM Address Book Provider, which gives users access to all the addresses of their Microsoft Dynamics CRM customers from within the standard Outlook contact lookup interface, and Mail Merge integration with Microsoft® Word, which allows organizations to print customized form letters and other documents using Microsoft Dynamics CRM data.


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The Microsoft Dynamics CRM for Outlook client cannot function without a network connection, but it can support multiple users on the same computer. It is designed for bullpen environments where multiple salespeople or service representatives share the same desk on different shifts.

Microsoft Dynamics CRM for Outlook with Offline Access

Microsoft Dynamics CRM for Outlook with Offline Access gives users the additional capability to go “offline” and work with data while not connected to the network. This can be useful when working onsite with a customer or even when working on an airplane. Changes made while offline can later be synchronized with the server when network access becomes available.

NOTE: Microsoft Dynamics CRM ships with the “Microsoft Dynamics CRM Office Client Configuration Wizard” that connects the Microsoft Dynamics CRM for Outlook to a CRM server. If the system administrator has not configured your computer or this is the first time you are running Microsoft Dynamics CRM for Outlook on a new computer, you may need to run the wizard to finish connecting.

Accessing Microsoft Dynamics CRM Microsoft Dynamics CRM uses Active Directory for its base security platform. That means that, in most cases, your normal Windows username and password also allows you to access Microsoft Dynamics CRM.

Procedure: Access Microsoft Dynamics CRM

Procedure: Access Microsoft Dynamics CRM

All the controls for Microsoft Dynamics CRM are in the Microsoft Dynamics CRM for Outlook application.

1. Using the Microsoft Dynamics CRM Ready Client image, launch Microsoft® Outlook.

2. Provide login credentials if prompted. 3. For this training, use the following login credentials:

User ID [user ID here]

Password [password here]


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Understanding the Microsoft Dynamics CRM User Interface The Microsoft Dynamics CRM user interface is designed to be familiar to users of Microsoft® Office 2007 products, including Microsoft Outlook Web Access. The basic interface elements are the same in Microsoft Dynamics CRM for Outlook and the Microsoft Dynamics CRM web client.

FIGURE 2-1: MICROSOFT DYNAMICS CRM INTERFACE

Navigation Pane

In Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM areas can be accessed from the Microsoft Dynamics CRM folder. Click items on the Navigation Pane to go to entity areas, such as Accounts or Leads, or to access specific records for entities.

After you select an item in the Navigation Pane, the workspace to the right changes to display information for the selected entity. Lists that appear in the workspace support common Microsoft features such as sorting, column resizing, and multiple row selection. Use the Actions toolbar and Actions menu above the list to interact with the items in the workspace.

Select an Area, such as Sales or Service, to view common tools for that area. For example, selecting the Sales folder displays sales-focused elements from the Navigation Pane, which include Leads, Accounts, Products, and so on. Select one of these entities to display records, such as a list of leads or accounts.


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You can also go directly to an entity in the Navigation Pane by expanding a folder and then selecting the entity folder under it. For example, in the Navigation Pane, select the Sales folder and then select the Leads folder.

Workspace

After you select an item in the Navigation Pane, the workspace to the right of the Navigation Pane displays information about the selection. For top level folders such as Sales, the workspace contains a home page of categories. Often, when these are selected, the workspace displays a list of entity records; for example, you may see a list of contacts or leads. Select a specific item in the list to work with that particular record.

The list page allows you to access data at the entity level and view or work across records. For example, after selecting Marketing and then Accounts, a list of all your accounts appears. Use this list page to perform actions across multiple records, such as deactivating, editing, or deleting multiple accounts.

NOTE: Each item in the Navigation Pane, such the Marketing Pane, or the Sales Pane can contain lists for the same entity. For example, the Sales Pane and Marketing Pane both contain “Accounts”. There is no security or departmental ownership associated with these panes. Choosing “Accounts” opens a list of all Accounts the user has permissions to view, regardless of the originating pane.

Forms

After selecting and opening a record from a list or clicking New to create a new record, Microsoft Dynamics CRM displays a form you can use to modify the record, such as a specific contact, lead, or product. Forms appear in their own window and include their own left navigation pane.

FIGURE 2-2: MICROSOFT DYNAMICS CRM FORM INTERFACE


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Forms Continued

Use the Entity Menu Bar to perform actions on the open record. Use the form's navigation pane to view information about other entities related to this record. For example, if you are in a form for a contact, you can use the form's navigation pane to view the opportunities for this contact or the cases related to this contact.

Use the optional Form Assistant, located at the far right of the page, to quickly enter information into a form. Use the Status Bar, located at the bottom of the form, to view the status of the record, such as whether an account is Active or Inactive, a case is Open or Resolved, or an opportunity is Active, Won, or Lost.

NOTE: The Form Assistant is usually located on the right side of the entity form. The Form Assistant pane may be collapsed by default or may not be available as these options vary from entity type to entity type and are configurable by the Microsoft Dynamics CRM system administrator.

Accessing CRM Functionality in Outlook

There are three ways to access CRM functionality from within Outlook: the navigation folders under the Microsoft Dynamics CRM folder, the Microsoft Dynamics CRM shortcut toolbar, and the CRM menu in the Outlook menu bar.

The CRM shortcut toolbar buttons include:

• About CRM • New Activity drop-down list • New Record drop-down list • Track in CRM • Set Regarding • Advanced Find • Go Offline/Online • CRM Help

NOTE: Both Microsoft Office Outlook 2003 and Microsoft Office Outlook 2007 support Microsoft Dynamics CRM for Outlook and can be run on Microsoft®Windows®XP and Microsoft®Windows®Vista. Microsoft Dynamics CRM for Outlook is not supported on Microsoft®Windows®98, Windows®98 SE, Windows Millennium Edition, Windows®NT Workstation 4.0, or Windows®2000.


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Getting Help Help is available for every screen in Microsoft Dynamics CRM. The Help button appears in the Actions toolbar, in the upper right corner of CRM forms, and in the CRM menu on the Outlook menu bar. The button on the Actions toolbar opens to a selection of help topics related to the current page. The other two options offer different ways to obtain help.

Help Features

Here are several features of Microsoft Dynamics CRM Help:

• Search - Use the search feature to find topics by keyword. • Help on this Page - Select this feature to display help related to

the current page. • Contents - Select Contents to display a book-like table of contents

for Help. • Administrator's Guide - This feature includes information that

helps users with system administration and system customization. • Troubleshooting - Select Troubleshooting to obtain expert-system

style assistance with common problems or questions. • Resource Center - Select the Resource Center to benefit from the

knowledge of the Microsoft Dynamics CRM community. You can access experts and a variety of problem-solving content, including current blog posts, newsgroup answers, and CRM articles. The articles currently in the Resource Center were selected from among Microsoft Dynamics CRM 3.0 articles that are expected to remain relevant for Microsoft Dynamics Live CRM and Microsoft Dynamics CRM 4.0.

Personalizing the CRM Experience Users can configure options to personalize how Microsoft Dynamics CRM works. These “personal options” are configured through each of the CRM clients.

Users can change default settings, such as their default homepage, their time zone, the number of records per page that appear, their default currency, as well as other options. Users can also choose Outlook address book behavior and e-mail tracking options. The Set Personal Options dialog also allows international users to set preferences regarding the language, currency, and locale-specific formatting of data.

Microsoft Dynamics CRM for Outlook also allows users to set synchronization settings and the local data update time, as well as which groups are displayed in the workplace pane.


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NOTE: Available languages depend on the language MUI Packs installed by the system administrator on the server. Details on the international features of Microsoft Dynamics CRM are provided in Lesson 3.

Procedure: Set Personal Options in the Web Client 1. In the Navigation Pane, click Settings, and then click

Administration. 2. In the main display of the window, click System Settings. 3. Choose the tab with the preference to change. 4. Change the preference. 5. Click OK.

Procedure: Set Personal Options in Outlook 1. In the Navigation Pane, click Mail, and then click on Microsoft

Dynamics CRM. 2. In the main display of the window, click Settings, click

Administration, and then click System Settings. 3. Choose the tab with the preference you want to change. 4. Change the preference. 5. Click OK.

Summary This lesson identified the server options available for deploying Microsoft Dynamics CRM as well as the different end-user clients that are available for using the application. It provided an overview of the user interface and explained different options for accessing Help. The esson also covered options users can configure to personalize their CRM experience.


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Test Your Knowledge Clients

1. 1) Which Microsoft Dynamics CRM clients are NOT available by default?

( ) a) Microsoft Dynamics CRM ( ) b) Microsoft Dynamics CRM for Outlook ( ) c) Microsoft Dynamics CRM mobile client ( ) d) Microsoft Dynamics CRM for Outlook with Offline Access

Operating Systems

2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.)

( ) a) Windows Vista ( ) b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98

Forms Assistant

3. 3) What is the purpose of the form assistant?

( ) a) To provide the user with help text ( ) b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record

Personal Settings

4. 4) Which of the following personal settings cannot be changed?

( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones ( ) d) Background color of the application

Lists

5. 5) What feature below is not supported by CRM lists (or grids)?

( ) a) Sort on multiple columns ( ) b) Resize columns ( ) c) Select multiple rows ( ) d) Delete selected record


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Quick Interaction: Lessons Learned Take a moment and write down three key points you have learned from this chapter:

1.

2.

3.


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Solutions Test Your Knowledge

Clients

1. 1) Which Microsoft Dynamics CRM clients are NOT available by default?

( ) a) Microsoft Dynamics CRM ( ) b) Microsoft Dynamics CRM for Outlook (•) c) Microsoft Dynamics CRM mobile client ( ) d) Microsoft Dynamics CRM for Outlook with Offline Access

Operating Systems

2. 2) Which of the following operating systems can support Microsoft Dynamics CRM for Outlook? (Select all that apply.)

(√) a) Windows Vista (√) b) Windows XP ( ) c) Windows 2000 ( ) d) Windows 98

Forms Assistant

3. 3) What is the purpose of the form assistant?

( ) a) To provide the user with help text (•) b) To allow the user to quickly enter information into a form ( ) c) To move fields around on the form ( ) d) To allow the user to print the current record

Personal Settings

4. 4) Which of the following personal settings cannot be changed?

( ) a) Default homepage ( ) b) Preferred language ( ) c) Time zones (•) d) Background color of the application


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Lists

5. 5) What feature below is not supported by CRM lists (or grids)?

(•) a) Sort on multiple columns ( ) b) Resize columns ( ) c) Select multiple rows ( ) d) Delete selected record


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CHAPTER 2: UNDERSTANDING MICROSOFT DYNAMICS CRM...

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