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Cheat Sheet

Microsoft Dynamics CRM 4 For Dummies

From Microsoft Dynamics CRM 4 For Dummies by Joel Scott, David Lee, Scott Weiss

Microsoft Dynamics CRM 4 offers a broad range of tools to help you manage customers. From e-mail tools, to creating new accounts, to completing activities, and setting service schedules, Microsoft Dynamics CRM 4 helps cover the basics and gives you the capability to create quotes, search the Knowledge Base, and view announcements.

E-Mail and Microsoft Dynamics CRM

Using Microsoft Dynamics CRM gives you the ability to use lots of Microsoft tools to help manage your customer relations. One of the most useful tools in the modern workplace is e-mail, so you need to be skilled at creating and reading e-mail, linking e-mail to a specific record, and managing your calendar.

To create an e-mail:

  1. From the menu bar (at the top of the screen), choose New→New Activity→E-Mail or click the Create New E-Mail icon below the menu bar.

  2. Select a recipient of your e-mail as follows:

    a. Click the magnifying glass icon to the right of the To field.

    b. Highlight the record you want.

    c. Click the >> button to move the recipient(s) to the Selected Records pane.

    d. Click OK to close the window and return to your e-mail.

  3. Enter a subject.

  4. In the open text box below the Subject field, type your message.

  5. Documentation of e-mail can be essential. To associate, or link, the message to a record, do the following:

    a. Click the magnifying glass icon to the right of the Regarding field.

    b. Search for and highlight your contact.

    c. Click OK to return to the e-mail window.

  6. Add other options as desired.

  7. To send your message, click the Send button (next to Save and Close).

To read your e-mail:

  1. At the bottom of the navigation pane, click the Workplace button.

  2. At the top of the navigation pane, select Activities.

  3. In the Type field, click the arrow to open the drop-down list and select E-Mail.

  4. In the View field, click the arrow to open the drop-down list and make your selection.

To link an e-mail to a record:

  1. From the menu bar (at the top of the screen), choose New→New Activity→E-Mail.

  2. Fill in the appropriate fields (To, Subject, and the like).

  3. To the right of the Regarding field, click the magnifying glass icon.

  4. Click the drop-down arrow to the right of the Look For field and select one of the twelve record types in the list.

  5. Double-click the appropriate record.

To view your calendar:

  1. Click the Workplace button at the bottom of the navigation pane.

  2. At the top of the navigation pane, under My Work, click Calendar.

Completing an Activity in Microsoft Dynamics CRM

You make use of Microsoft Dynamics CRM to help manage your customer relations and your own workload, which includes projects that MS Dynamics CRM breaks down into Activities. To register the completion of an activity, follow these steps:

  1. At the bottom of the navigation pane, click the Workplace button.

  2. At the top of the navigation pane, under My Work, click Activities.

  3. Select an activity that you want to mark as completed.

  4. Click the Notes tab and create a note that will be attached to the record.

  5. Click the Save as Completed button.

Creating a New Account or Contact in Microsoft Dynamics CRM

The beauty and benefit of Microsoft Dynamics CRM is that it helps you manage your customers. Hopefully, you add a few new accounts and new customers in the course of doing business. To add new people to your system, follow these steps:

  1. Within Sales, Marketing, Service, or My Workplace, select Accounts or Contacts in the navigation pane.

  2. On the window's toolbar, click the New button.

  3. Fill in the General, Details, Administration, and Notes tabs as necessary.

  4. Click Save and Close.

How to Create a Quote in Microsoft Dynamics CRM

Microsoft Dynamics CRM can help you design a quote that gets you a new customer that Microsoft Dynamics CRM can help you manage. But, first, create the quote:

  1. At the bottom of the navigation pane, click the Sales button.

  2. At the top of the navigation pane, select Quotes.

  3. On the Quotes window's toolbar, click the New button.

  4. In the Name field, enter some text that describes the quote.

  5. In the Potential Customer field, select an account or a contact to associate with the quote.

  6. In the Price List field, use the magnifying glass or the Form Assistant to select a price list.

  7. Click Save (the disk icon).

  8. In the Totals section of the General tab, enter the quote discount and freight amount.

  9. Click the Shipping tab and fill in the following:

    1. Enter information into the Effective From and To, Requested Delivery Date, and Due By fields.

    2. Enter the Shipping Method, Payment Terms, and Freight Terms.

  10. Click the Addresses tab and enter the Bill To and Ship To information.

  11. If you want to associate your quote with an opportunity, do the following:

    1. Click the Administration tab.

    2. Use the magnifying glass in the Opportunity field to find and select that opportunity.

    3. Click OK.

  12. Click the Save and Close button to save your quote.

How to Search the Microsoft Dynamics CRM Knowledge Base

Microsoft Dynamics CRM has a handy feature called the Knowledge Base, which you can use to search your customer lists. To search the Knowledge Base, follow these steps:

  1. At the bottom of the navigation pane, click the Workplace button.

  2. In the upper part of the navigation pane, select Service and then select Knowledge Base.

  3. On the left side of the Knowledge Base window, click the Search tab.

  4. Fill in the following fields to define your search criteria: Unlabeled, Search For, In Subject, Options.

  5. Click the Search button.

How to View Announcements in Microsoft Dynamics CRM

Announcements is just one of the broad array of helpful customer-management tools you get with Microsoft Dynamics CRM. To view current announcements, follow these steps:

  1. At the bottom of the navigation pane, click the Workplace button.

  2. At the top of the navigation pane, choose Announcements under My Work.

  3. Read the announcements.

Create and Check Service Activities in Microsoft Dynamics CRM

Microsoft Dynamics CRM makes it easy to manage the timely services that build customer loyalty. Creating and checking service activity in Microsoft Dynamics CRM will help ensure your customers' happiness with your business.

To schedule a service activity, follow these steps:

  1. At the bottom of the navigation pane, click the Service button.

  2. At the top of the navigation pane, select Service Calendar.

  3. In the Type field (next to the Look For field), select Service Activity from the drop-down list.

  4. Choose a day for the service.

  5. On the window's toolbar, click the New button and make your selection.

  6. In the Subject field, enter a name for this service activity.

  7. In the Service field, select the service you want to schedule.

  8. Choose your start and end times as well as the duration.

  9. Add any notes.

  10. Click the Details tab and fill it in as required.

  11. Click the Save and Close button to schedule the activity.

You need to check your service calendar regularly to make sure that you stay on top of your clients' needs. To do that, do this:

  1. At the bottom of the navigation pane, click the Service button.

  2. At the top of the navigation pane, select Service Calendar.

  3. Click any resource, and you'll see the schedule for that resource in the calendar area.

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