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Chapter 2: Enhancements to the Application Modules and User Experience

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CHAPTER 2: ENHANCEMENTS TO THE APPLICATION MODULES AND USER EXPERIENCE Objectives

The objectives are:

• Understand the new improvements and functionality in Microsoft Dynamics® CRM 2011 that enable users to be more productive through improvements in navigation and the ability to personalize their interface with the application through improved analytic capabilities, user charts, extended personal options, and other features

• Describe some of the major improvements in base Microsoft Dynamics CRM 2011 application functionality

• Summarize the improvements to the Microsoft Dynamics CRM 2011 Client for Microsoft Outlook

Introduction Microsoft Dynamics CRM 2011 has several new features and improvements to existing features and functionality. This lesson provides a thorough examination of some of these features. Specifically, this lesson will showcase features related to navigation, personalization, and visualization capabilities now available and easily configurable by users. In addition, this lesson will focus on new functionality within some modules and the whole application. This includes improvements to the data import process, the ability for records to be owned by teams, recurring activities, and the new Microsoft® Outlook® interface for Microsoft Dynamics CRM 2011.

Microsoft Official Training Materials for Microsoft Dynamics®

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What’s New in Microsoft Dynamics® CRM 2011

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Productivity Features A challenge many consultants and customers face when deploying Microsoft Dynamics CRM is user acceptance. One way to increase user acceptance is to enable them to be productive in their day-to-day work. Microsoft Dynamics CRM 2011 has a number of key enhancements to improve productivity. Additionally, this version has a number of new features which enable Microsoft Dynamics CRM users to be more productive through easier collaboration and ability to quickly analyze data within the application.

Getting Started

In Microsoft Dynamics CRM 2011, the Getting Started pane is visible when you move from view to view. The Getting Started pane provides the following benefits:

• The Getting Started pane provides guidance to users who have common questions that a novice Microsoft Dynamics CRM user may have.

• At the top of this area of the application, users can either watch a video which demonstrates various areas of functionality or read a textual guide providing help in relation to the current location in the application. This feature can be displayed or hidden by default on a per user basis.

Navigation

In Microsoft Dynamics CRM 2011, users can easily track recent navigation in terms of records and modules. Users can do this directly within the Workplace by using the following procedure:

Procedure: View Recent Navigation

1. Navigate to Workplace. 2. Click the Recently viewed pages and views button. A menu will

appear with records and modules the user has recently visited.

In addition to being able to visit recently viewed modules and records, users can now "pin" down these records for faster access.

In Microsoft Dynamics CRM 2011, users can also browse from record to record without leaving the current form. For example, if a salesperson is using an account form, he or she can remain on that form and quickly move to other accounts they own without having to close the account form or open another window.




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Procedure: In Form Record Browsing

To browse to other accounts that you own, follow these steps:

1. Navigate to Workplace and then to Accounts. 2. Open a record by double-clicking on it. 3. Click the Quick Access drop-down in the upper-right corner of the

form. 4. Users can either select a specific record or click the Previous

Record or Next Record arrows to the right side of the Quick Access drop-down to page from record to record.

NOTE: If the user chose to create a new entity for the selected data file, the entity and its associated attributes are created as soon as Submit has been clicked. As soon as it is created and automatically published, the data is mapped to the fields based on the configured mappings.

NOTE: The records available when performing in record browsing is related to the view the user starts on. For example, if the user is on the Active Accounts view and then opens an account from that view, the records available to them are the same records available them in the Active Accounts view. If, however, the user opened an account from the My Active Accounts view, the records available to them would only include those records from the My Active Accounts view.

When you move through the forms in this lesson, another feature which is obvious is the alignment of the Microsoft Dynamics CRM 2011 interface with the most recent releases of Microsoft® Office 2007 and Microsoft® Office 2010 systems. The ribbon-like interface makes it easier to interact with and locate forms in Microsoft Dynamics CRM 2011, and provides an interface users are accustomed to through their use of Microsoft Office products.

In addition to the inclusion of the ribbon navigation, tabs were eliminated. For example, when looking at the Account form, the default tabs (General, Details, Administration, and Notes) are moved to the left navigation pane.

These navigational improvements and features are just some of the list of new features in Microsoft Dynamics CRM 2011. However, this continued focus on user acceptance and usability provides an easy-to-use application, helping users be more productive.




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Demonstration: Navigation Improvements

This demonstration will showcase the Getting Started pane, ribbon navigation, removal of tabs, in form browsing and the ability to customize the entity from the form.

1. Click Workplace. The Getting Started pane will display. This shows at the top of many pages and has content designed to help orient users to the Microsoft Dynamics CRM 2011 environment. These can be turned off as soon as the user no longer needs them.

2. From the Workplace, click Accounts. a. In the Workplace, notice that the menus are removed and

replaced by a Microsoft Office style ribbon layout. This is a common theme throughout the application and one of the ways which Microsoft has made it easier for users to become acquainted with the application faster.

3. Click the arrow to the right side of the Account label. Notice the pop-up menu which displays not only the various Account views, but also the option to create a new Account.

4. Click New. Notice on the new Account form that Microsoft Dynamics CRM no longer uses tabs. Instead, tabs are replaced by left navigation options.

5. When scrolling up and down the form, notice the choices on the left. This is where the items that used to be tabs are now located together with other familiar options. Those options become available for use after you save the new record.

6. On the Account form, in the upper-right corner, users can navigate to other accounts by selecting them from the drop-down list or by clicking the Previous Record or Next Record arrows located next to this drop-down box.

7. From the ribbon menus, users who have customization rights can change the Account form (or any form for that matter) without navigating to the Customization area under Settings. As soon as these changes are made, the customizer can publish the customization(s) from this same area.

8. Similarly, from the same ribbon menu, users can create related records such as activities, notes, relationship records, and so on.

Visualizations and Analytics End-to-End

Microsoft Dynamics CRM 2011 has extensive new data visualization capabilities, from inline charts to completely customized visualization add-ins. This enables users to graphically see data from a different perspective when they create or modify the charts to meet personal needs. These charts can be created or changed from any Microsoft Dynamics CRM view.




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Demonstration: Microsoft Excel-like Filtering and Sorting

To use Excel-like filtering in Microsoft Dynamics CRM 2011 follow these steps:

1. From Workplace, navigate to Accounts. 2. Change the view from My Active Accounts to Active Accounts. 3. From the Data group on the navigation ribbon, click Filter. This

makes the filter drop-down control button appear on each column in the list.

4. Click the Address1: City filter button and then select Custom Filter.

5. In the Operator drop-down, select Equals. 6. In the box to the right side, type Redmond. 7. Click OK. This shows you all the active accounts from Redmond. 8. Click the View tab at the top of the interface. 9. Click the Save As button. Type Active Accounts from Redmond.

This has now been saved as a personal view and will be available in your list of available views under accounts and from the Saved View area of the Advanced Find window.

Demonstration: Visualizations

To create a chart alongside a list, follow these steps:

1. Navigate to Contacts. Click the Charts tab and then click Charts on the Data Ribbon.

2. Click the Chart Pane button, select the option for Top, then select to create a New Chart.

3. For the Chart Name, type Contacts By City. 4. In the Legend Entries (Series) area set the drop-down to Full Name

and the Aggregation drop-down to Count: Non-Empty. 5. In the Horizontal (category) drop-down select, Address1: City. 6. Click the Chart Tools: Desgin tab on the top of the window. 7. On this ribbon click Save and Close. The user can now see a

breakdown of all the contacts by city. Similarly, the user can drill into any of these columns.

8. Click the Seattle column. 9. Select to view them by Gender and then set the Chart Type to Pie. 10. Click the back link in the chart and repeat steps 9 and 10 but change

the chart type to Funnel.




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Users also have the option to change either the drill down charts or the main charts to different chart types. Users will find, not every dataset can be easily visualized with every kind of chart. However, the ability to make these visualizations of Microsoft Dynamics CRM data provides a deeper level of insight for users.

Personalization

A key to user adoption is providing users an easy-to-use application that meets their personal needs on the job. Microsoft Dynamics CRM 2011 lets users set many personal options and create dashboards, visualizations, and personal views which enable a user to view the data most relevant to them in a relevant manner.

Dashboards provide a graphical depiction of a company’s data. Users can create personal dashboards and include charts, iFrames, Microsoft Dynamics CRM grids, and Web Resources.

NOTE: Web Resources are a new feature in Microsoft Dynamics CRM 2011. A web resource can be created for the following kinds of resources:

HTML Webpage Style Sheet (CSS) Script (JScript) Data (XML) Images (PNG, JPG, GIF,ICO) Silverlight (XAP) Style Sheet (XSL)

When you design a personal dashboard, users can control the formatting, layout, and content to meet their personal needs.

Together with the ability to create personalized dashboards, users can create personal queries just as in earlier versions. However, in Microsoft Dynamics CRM 2011, users can now interact with those personal views much like when interacting with data in a Microsoft Excel spreadsheet. From the user interface, users can create custom filters and sorts just as in Microsoft Excel.




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Demonstration: Creating a Personal Dashboard

In this demonstration we'll take a closer examination of how a user can create a personal dashboard and use existing dashboards.

1. Navigate to Workplace and select Dashboards. 2. On the Dashboard drop-down list, select Customer Service-

Performance Dashboard. o Notice that a predefined list of dashboards are available by

default. They include the following: Customer Service Operations Dashboard, Customer Service-Performance, Customer Service Representative Dashboard, Marketing Dashboard, Sales Activity Dashboard, Microsoft Dynamics CRM Overview, and Sales Performance Dashboard.

o Customizers can add public dashboards and users can create personal dashboards.

3. On the dashboard, users can view charts, other Microsoft Dynamics CRM lists, and additional components web resources. In addition, from charts and lists users can drill down to additional information or to the record level.

Creating a Personal Dashboard:

NOTE: This demonstration uses the Visualization created in the Visualization Demonstration. To successfully perform this demonstration, the Visualization Demonstration must be completed.

1. Navigate to Workplace and then select Dashboards. 2. Click New. 3. From the Dashboard Layouts dialog window, select a layout. Click

the selection and then click Create. This opens the dashboard designer.

4. On the designer window, notice a form which emulates the layout selected in the previous step.

5. Click the Chart button that is located on the ribbon or click Insert Chart on the component area section.

In each section of the layout, a user can select from the following options:

Charts Lists IFrames Web Resources

6. In the Component Designer dialog window, set the record type to Contacts.




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7. In the View drop-down select, My Active Contacts. 8. In the Chart drop-down select Full Name By Address 1: City. This is

the chart that you created from the demonstration on visualizations. 9. Click OK. 10. In the next section to the right side select Insert List. 11. Select Opportunities in the Record Type drop-down and in View

select My Open Opportunities. Click OK. 12. In the last section on this row, insert another chart. For this chart, set

the record type to Opportunities, the view to My Open Opportunities and the chart to Top 10 Customers. Click OK.

13. In the bottom section of the dashboard, insert a grid. Select Activity from the Record Type drop-down and in View select My Activities.

14. In the Name text box at the top of the dashboard designer type, My Personal Sales Dashboard.

15. Click Save and Close.




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Lab 2.1 - Creating a Personal Dashboard and Visualizations The primary objective of this lab is to create a dashboard in Microsoft Dynamics CRM 2011 which provides the user with insight into aspects of the data.

Scenario

David is a salesperson for Adventure Works Cycles. He wants to view a list of all the sales opportunities that he is the owner of in the state of Washington. In addition, he wants to see a bar chart which shows the number of contacts he is responsible for by city and a funnel graph which shows the number of accounts in Washington based on closed opportunities.

Challenge Yourself!

1. Create a Personal Dashboard named, My Personal Sales Dashboard. 2. In the first section, create a chart which shows all of your active

contacts by city. 3. In the next section insert a grid of your open sales opportunities. 4. In the last section, insert a chart which shows your top ten customers. 5. In the bottom section insert a grid which displays your active

contacts.

Need a Little Help?

1. Navigate to Workplace, click Dashboards and then click New. 2. Select Chart for the first section associated with My Active Contacts. 3. In the Chart drop-down select Full Name By Address 1: City. 4. Insert a Grid control in the next section to the right side and associate

it with My Active Contacts from the View. 5. Move to the next section to the right side and select Insert List

which pulls My Open Opportunities. 6. In the last section on this row, insert another chart. 7. For this chart, set Record Type to Opportunities, View to My Open

Opportunities and Chart to Top 10 Customers. 8. In the bottom section of the dashboard, insert a grid and set Record

Type to Activity and View to My Activities. 9. In the Name text box at the top of the dashboard designer type My

Personal Sales Dashboard. 10. Click Save and Close.




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Step by Step

1. Navigate to Workplace. Click Dashboards and then select Create a New Dashboard.

2. From the Dashboard Layouts dialog window, select from one of six different layouts. Double-click the selection or highlight it and then click Create. This will open the dashboard designer.

3. On the Designer window, a form emulates the layout selected in the previous step. In each section of the layout, select from the following options: a. Charts b. Lists c. IFrames d. Web Resources

4. Select Chart for the first section. 5. In the Component Designer dialog window, for Record Type select

Contacts. 6. In the View drop-down, select My Active Contacts. 7. In the Chart drop-down, select Full Name By Address 1: City. This

is the chart created from the demonstration on visualizations. 8. Click OK. 9. In the next section to the right, click Insert List. 10. Select Contacts from Record Type drop-down and for View select

My Active Contacts. 11. Click OK. 12. In the next section to the right side and select Insert List. 13. Select Opportunities in the Record Type drop-down and for View

select My Open Opportunities. 14. Click OK. 15. In the last section on this row, click Insert Chart. 16. For this chart, set Record Type to Opportunities, the View drop-

down to My Open Opportunities and Chart to Top 10 Customers. 17. Click OK. 18. Move to the bottom section of the dashboard and select Insert List,

Set the Record Type to Activity and the View drop-down to My Activities.

19. In the Specify the Name of the Dashboard text box at the top of the dashboard designer type My Personal Sales Dashboard.

20. Click Save and Close.




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Application and Microsoft Outlook Improvements In Microsoft Dynamics CRM 2011, several new application features and improvements to existing functionality were added. Additionally, improvements to the Microsoft Dynamics CRM Client for Outlook improve experience. This lesson covers the following application and Microsoft Outlook improvements and new features.

Specifically, this lesson covers the following:

• Connections • Data Import • Team Ownership • Sales

o Goal Management o Record Management

• Service Queue Management • Recurring Activities • The New Microsoft Outlook Experience for Microsoft Dynamics

CRM

Connections

Frequently in business there are teams that handle customer needs and relationships between records that may not be expected. Connections are flexible, ad-hoc associations between records. The meaning of the Connection is expressed through a common set of attributes, most typically role.

Connections are created to link the entities together to more fully describe the business connections that exist. For example, a Contact may have other people to whom he is related and in the application a user could use Connections to make this loosely coupled relationship. Another example may be to track other accounts with whom a contact has worked.

Demonstration: Creating a Simple Connection

This demonstration shows how to create a connection between an account and a contact. In this scenario, the contact, Cat Francis, was Vice President of Marketing from November 1, 2010 to December 1, 2010 at Recreation Supplies. The following steps outline the process for tracking Cat's employment at Recreation Supplies.

1. Navigate to Contacts and open the record for Cat Francis.




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2. Select Add Connection on the ribbon, then click New. 3. In the Lookup field under Cat Francis, type Employee then tab off

the field.

NOTE: Notice that the As this role field auto populated with Employer on the opposite side of the form. This occurs because of the configuration of the Employee Role.

4. In the Name field on the opposite side of the form, type Recreation Supplies.

5. In the Description box type Cat was the Vice President of Marketing.

6. In the Start Date, type November 1, 2010 and in the End Date type December 1, 2010.

7. Save the record.

Data Import

Microsoft Dynamics CRM has always had some degree of record import. In Microsoft Dynamics CRM 2011, the user experience is improved by providing additional file types to import, default mappings available to import SalesForce.com data, and the ability to create custom entities and fields during the import process. These new features improve the user experience and they provide additional options when you consider the migration of data.

Procedure: Importing Data

1. From the application interface, click the Microsoft Dynamics CRM File tab at the top of the window to show the file options.

2. From the file options, select Tools and then click Import Data. 3. From the Upload Data File dialog box, select either a file in .CSV,

.txt, XML Spreadsheet 2003 (.xml), or any of these formats stored in a compressed file. Click Next.

4. Examine the Review File Upload Summary dialog box for any issues or to change the Delimiter Settings. Click Next.

5. From the Select Data Map dialog box, select from the following options: a. System Maps: Default (Automatic Mapping), Generic Map for

Contact and Account, Sample Data Map. b. Business Contact Manager 2010. c. Salesforce.com Maps: For Contact and Account Export, For Full

Data Export, For Report Export. 6. Click Next.




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7. If the file being imported is configured to accommodate an automatic mapping, the Map Record Types dialog box indicates it. However, if this is not the case, the window displays the message, Some data files are not mapped. Please map them to Microsoft Dynamics CRM record types to continue.

8. Click the drop-down list which has a value of Not Mapped. 9. From this drop-down, users see options available to accommodate

the mapping. These options include the following: Create New, Ignore, and other Microsoft Dynamics CRM entities available for data import. Click Next.

NOTE: If Create New is selected, the user is given the option to type the name, plural name, and primary field attribute for a new custom entity. If Ignore is selected the file will be ignored. Be aware that unless the user performing the import has selected at least one file to import, the import utility will not move past this point.

10. The Map Fields dialog box enables the user to map the columns from the uploaded file to fields associated with the entity selected or created from the previous window.

NOTE: If the user has selected to create a new entity from the previous window, they must also create new attributes on their new entity for which they need to map source data into. The available data types are as follows:

Single Line of Text Option Set Two Options Whole Number Decimal Number Date and Time Lookup

When Lookup is selected, they must identify the entity that lookup is associated with. If option set is selected, the field mapped to the picklist will auto populate the option set from the available values in the source data.

11. After all the fields are mapped, click Next. 12. On the Review Mapping Summary dialog box, the user sees a list of

all the source files and entities being mapped to. Users can click the Edit button on this window to edit those mappings. Click Next.

13. On the Review Settings and Import Data dialog window, users can select to either allow or not allow duplicates, select an owner of the newly imported records, and/or provide a name for the data map they have just created. Click Submit.

NOTE: If the user chose to create a new entity for the selected data file, the entity and its associated attributes are created as soon as Submit has been




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clicked. As soon as it is created and automatically published, the data is mapped to the fields based on the configured mappings.

14. As soon as it is processed, click Finish.

Demonstration: Importing Data

This demonstration shows the process for importing data into Microsoft Dynamics CRM 2011. In addition, it shows how this version not only imports data but will automatically generate custom fields and entities as part of the importing process.

1. On the application interface, click the Microsoft Dynamics CRM File tab at the top of the window to show the file options.

2. From the File tab, select Tools and then click Import Data. 3. From the Upload Data File dialog box, browse to C:\Class

Materials\Whats New 2011\vendorimport.xml. Click Next. 4. On the Review File Upload Summary dialog box, click Next. 5. From the Select Data Map dialog box, select Default (Automatic

Mapping) and then click Next. 6. On the Map Record Types dialog box, click the drop-down list

which has a value of Not Mapped and select Create New. 7. In the Create New form, type Vendor in the Record Type Name

field, Vendors into the Plural Name of the Record Type field, and Vendor Name into the Primary Field box. Click OK.

8. The next dialog box, Map Fields, enables the user to map the source fields from the imported file to fields associated with the entity selected or created from the previous window. Map the fields and select to create the following attributes associated with these data types:

Source Name Target Name Data Type Vendor Name Vendor Name Single Line of Text

City City Single Line of Text

State/Province State/Province Single Line of Text

Address 1: Street Address 1: Street Single Line of Text

Primary Contact Primary Contact Lookup (contact )

Vendor Type Vendor Type Option Set




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9. After all the fields are mapped, click Next. 10. On the Review Mapping Summary dialog box, click Next. 11. On the Review Settings and Import Data dialog window, click

Submit. 12. As soon as it is processed, click Finish.

Team Ownership

In Microsoft Dynamics CRM 2011, users can assign ownership or records to Teams. This new functionality enables users and organizations to control who sees particular records based completely upon membership in a team. The process for assigning ownership to a team works the same as assigning ownership to a specific user.

Demonstration: Assigning Records to Teams

This demonstration consists of two distinct components, the creation and management of a team and the assigning of a record to this team.

Team Creation

1. Go to Settings, click Administration and select Teams. 2. Click New to create a new team. 3. On the form, type the Name of the team to be Western Region Team. 4. For the Administrator of this team, select Alan Jackson and then

click Save. 5. On the left navigation pane of the Western Region Team record,

click Security Roles. 6. Click Manage Roles to select which security role or roles to assign

to this team.

NOTE: On the left navigation pane, users can configure the field security profiles for a team. More on field security setup and configuration will be covered in a later lesson.

7. For role, select Sales Manager for this team.

Assigning a record to the Team

1. Navigate to Contacts. 2. Find the record for Cat Francis. Select the check box next to the

record. 3. Click the Assign button on the ribbon located at the top of the

window. 4. When the Assign Contact dialog box appears, select the Assign to

another user or team option (radio) button.




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5. This enables the lookup box that is located under that option (radio) button. As soon as it is enabled, click the lookup button.

6. As soon as it is opened, change the value in the Look For drop-down from User to Team. This queries the system for teams the user has permissions to view.

7. In the Results window double-click Western Region Team. 8. This brings the user back to the previous screen. Click OK.

Sales

Although the basic functionality of the Microsoft Dynamics CRM 2011 Sales Module remains the same, there are some key areas of new functionality which is of value to users.

Goal Management

In Microsoft Dynamics CRM 2011, users can create goals for users or teams for sales numbers and any kind of metric. As was present in earlier versions, the sales quota functionality and fiscal year settings still exist. In Microsoft Dynamics CRM 2011, users can more easily determine how a user was progressing toward these goals by using Goal Management. Users can set goals for anything from the number of activities a user must complete this quarter, to the total value of fulfilled sales orders in August. These same individual goals can also be used by teams. For example, if a customer service manager wants to track the number of surveys returned by customers who ranked overall satisfaction of their service seven or more, a goal could be set up to be associated with a customer service team and the metrics could be evaluated against a custom entity called Survey.

Sales Record Management

In the past, when a user wanted to complete actions such as marking an opportunity as won, disqualifying a lead, or resolving a case, the individual record had to be opened, and the appropriate action had to be selected from the Actions menu to make the changes. In Microsoft Dynamics CRM 2011, users can go to leads, opportunities, marketing lists, cases, and article views to perform actions such as qualifying a lead, winning an opportunity, adding a marketing list to a campaign, and resolving a case from the ribbon without opening the form.

Demonstration: Goal Management

In this demonstration, we will be creating a goal for Alan Jackson for the first quarter of this fiscal year. The goal will be for Alan to have 50 completed phone calls.

1. Navigate to Sales, click Goals and then select New. 2. In the Name field, type Q1 Phone Call Completion for Alan Jackson. 3. Set the Goal Owner to Alan Jackson. 4. Set the Fiscal Period to Quarter 1.




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5. Keep the Fiscal Year as this year's fiscal year (January 1 to December 31). Notice that the system automatically sets the date ranges to align with that of the quarter in relation to the fiscal year settings.

6. Click the Goal Metric lookup button. 7. From the lookup window, click the New button to create a new Goal

Metric. 8. On the Goal Metric window, in the Name field type Total Number

of Phone Calls. 9. Set the Metric Type to count. Click Save. 10. Click in the Rollup Fields grid. 11. On the Record ribbon click the Add New Rollup Field. 12. On the Rollup Field form, keep the Rollup Field as Actual (integer). 13. In Source Record Type drop-down, select Phone Call. 14. In Source Record Type State, select Completed. 15. In Source Record Type Status, select Made. 16. In the Date Field drop-down, select Actual End. 17. Click Save & Close. 18. As soon as the interface returns to the Goal Metric form, click the

Goal Metric tab, then click Save and Close. 19. As soon as the interface returns to the Goal Metric Lookup form

click OK. 20. In the Goal form, scroll down to the Target tab. In the

Target(integer) field, type 50.

NOTE: When scrolling to the bottom of this form, notice additional options related to child goals and additional rollup queries to filter the dataset used to evaluate the goal. This section provides a high level overview of this functionality. More thorough information on this functionality may be available in later training courses.

21. Click Save. 22. To evaluate and see how Alan Jackson is performing in relation to

this goal for Quarter 1 of this fiscal year, click the Recalculate button in the Actions ribbon.

23. If there are any phone calls which meet this criteria, the Actuals section of this form reflects the result and provides the user with information about performance against this goal.




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Demonstration: Record Management from the Ribbon

This demonstration takes a closer look at how records can be managed from the view ribbon without opening the record.

1. Navigate to Service, click Cases, and in the view select Active Cases.

2. Select the case at the top of the Active Cases View. 3. On the Actions ribbon, click Resolve Case. This opens the Resolve

Case dialog box. 4. In the Resolution field type Sent the Manual and then click OK.

This same kind of functionality is available on the following entities:

• Leads • Opportunities • Marketing Lists • Articles • Activities

Service Queue Management

The Service Module in Microsoft Dynamics CRM 2011 is largely the same as in earlier versions. However, one key area of improvement is the management and use of Queues.

In Microsoft Dynamics CRM 2011, users can now assign any entity to a queue as long as the Work In Queue setting is set to true on the entity. In addition, even teams now have queues associated with them.

NOTE: The process for setting the Work in Queue option on an entity will be covered in a later lesson.

Dynamic Marketing Lists

In Microsoft Dynamics CRM 2011, users who create and manage marketing lists have the option to configure them as static or dynamic. When a marketing list is saved, the option to establish the list as static or dynamic is disabled and not editable. Therefore, it is important when you create a marketing list to determine whether it will be managed dynamically or manually.




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The New Microsoft Outlook for Microsoft Dynamics CRM Experience

One of the main selling points for Microsoft Dynamics CRM is the seamless integration with Microsoft Outlook. In the most recent versions of Microsoft Outlook, the navigation has moved to a Ribbon format. This format lets users more easily move throughout Microsoft Outlook reducing the number of clicks. The ribbon improves this seamlessness more by adding a consistent look and feel with Microsoft Outlook, SharePoint, and other Microsoft software.

Users will see the use of ribbon controls throughout the Microsoft Dynamics CRM Outlook client application on both the global application and on form level navigation. For example, in Microsoft Dynamics CRM 4.0, when a user wanted to convert a lead to an account, contact, and/or an opportunity, they have to open the record and convert the lead from the form level. In Microsoft Dynamics CRM 2011, users can select a lead and convert it from the list (grid) instead of having to open the record. Although this is merely one example, the ribbon controls in the Microsoft Dynamics CRM 2011 Outlook client maintains consistency with other Microsoft products, increases a sense of usability by users, and makes the management of records more streamlined.

In addition to the ribbon navigation, with Microsoft Dynamics CRM 2011's Outlook client can be installed together with the Microsoft Dynamics CRM 4.0 client. This enables Microsoft Dynamics CRM 2011 Desktop and Laptop clients to be pre-deployed to users ahead of the Microsoft Dynamics CRM 2011 server upgrade. When the server upgrade is performed, the client detects this condition and automatically switches to the Microsoft Dynamics CRM 2011 client.

Demonstration: Productivity Features in Microsoft Dynamics CRM Client for Microsoft Outlook

This demonstration shows the increased productivity features of Microsoft Dynamics CRM 2011 client for Microsoft Outlook. Specifically, we will examine how users can easily change system views, create views with conditional formatting, and use common Microsoft Outlook features within the Microsoft Dynamics CRM interface within Microsoft Outlook.

Conditional Formatting:

1. Open the Microsoft Outlook client. 2. From the Microsoft Outlook window, click Adventure Works

Cycles on the left navigational pane. 3. Expand Sales and select Opportunities. 4. From the Open Opportunities view, click the View tab at the top of

the window. 5. Click View Settings located in the Current View Group on the

navigational ribbon. 6. From the Advanced View Settings: Open Opportunities window

click Conditional Formatting.




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7. On the Conditional Formatting window, click Add. 8. In the Name field, type Hot Opportunities. Click Font. 9. On the Font window, select Bold as the Font Style, 12 as the Size,

and the Color as Maroon. Click OK. 10. On the Conditional Formatting window, click Condition. 11. On the Filter window, click the Advanced tab. 12. Click Field then select User-defined Fields in Folder. 13. From the menu, select Probability. 14. From the Condition drop-down, select Is At Least and type 75 in

the Value field. Click Add to List then click OK. 15. Click OK on the Conditional Formatting window. 16. Click OK on the Advanced View Settings: Open Opportunities

window. 17. Notice on the Open Opportunities view that the sales opportunities

with a probability equal to or greater than 75% are bold with a maroon color.

Modify System Views

1. Open the My Open Opportunities view. 2. Right-click the E-mail (Potential Customer) column header and

select Add Columns. 3. From the Show Columns window click E-mail (Potential

Customer) in the Show these columns in this order list and then click Remove.

4. From the Select available columns from list, change the drop-down value from Frequently-used fields to User-defined fields in this folder.

5. From the Available Columns list, select Pipeline Phase. Click Add then click OK.

6. Notice on the My Open Opportunities view that the E-mail (Potential Customer) is removed and the Pipeline Phase column is added.

Grouping List Results

1. Open the Open Opportunities view. 2. Right-click any column in the view and select Add Columns. 3. From the Select available columns from list, change the drop-down

value from Frequently-used fields to User-defined fields in this folder.

4. From the Available Columns list, select Rating. Click Add then click OK.

5. Right-click the Rating column in the Open Opportunities view and select Group By This Field.




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6. Notice on the Open Opportunities view that the opportunities are group according to rating.

Recurring Activities

Microsoft Dynamics CRM 2011 lets you create recurring appointments and custom activity types. Creating a recurring appointment works much like it does in Microsoft Outlook. From a user perspective, the skill should be an easily transferable one. When users create a recurring activity, the application auto generates up to 15 instances at a time. There is a background service which auto-generates the next 15 instances at a later date.

In addition, through the customization interface, customizers can create custom activities which will act similar to other Microsoft Dynamics CRM 2011 activities. The only exception to this is the integration between Microsoft Dynamics CRM 2011 and Microsoft Outlook. These custom activities do not synchronize with the Microsoft Outlook Client.

Demonstration: Creation of Recurring Activities

This demonstration shows how to create a recurring appointment in Microsoft Dynamics CRM 2011.

1. On the main Microsoft Dynamics CRM ribbon, click the File tab then click New Activity and select recurring appointment.

2. In Subject, type Weekly Status Call: Implementation Project. 3. In Required lookup add Cat Francis. 4. In the Scheduling group, click Recurrence. 5. In the Appointment Recurrence dialog box, set the Start Time to

3:00 p.m., the End Time 5:00 p.m., the Recurrence Pattern to Daily. Set the End By Date to December 31 of this year.

6. Click OK. 7. If a scheduling error occurs and indicates that one of the resources is

not available, click the Save button. 8. Move to Workplace, click Activities, and set the view to My

Appointments. 9. Change Type to Appointment. Notice that there are five

appointments for next week and each successive week until December 31 of this year.

10. Notice that there are five appointments for next week and each successive week until December 31st of this year.

Lab 2.2 - Setting Goals In this lab, the primary objective is to create a quarterly goal for a salesperson to sell 10,000 U.S. dollars (USD) in sales. This lab will showcase the new Goal Management functionality in Microsoft Dynamics CRM 2011.




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Scenario

Kevin is a Sales Manager for Adventure Works Cycles. He wants to track how his team members are progressing in relation to their quarterly sales goals. Kevin wants to set a goal for each salesperson to sell 10,000 U.S. dollars (USD) each quarter. He also wants to use Microsoft Dynamics CRM 2011 to keep him up to date on each person's progress.

Challenge Yourself!

1. Create a new sales goal for Quarter 1 of this fiscal year for Alan Jackson. This goal should track Alan's progress toward achieving 10,000 USD in sales each quarter.

2. Create a Goal Metric associated with this new goal that tracks the total dollar value of all fulfilled sales orders.

3. As soon as it is created, see how Alan Jackson is performing in relation to this goal for Quarter 1 of this fiscal year. To do this, click Recalculate in the Scheduling group.

4. If there are any sales orders which meet this criteria, the Rolled-Up Data section of this form will reflect the result and give the user information about performance against this goal.

Need a Little Help?

1. Navigate to Sales, click Goals and then click New. 2. Name the goal Q1 Sales Goals for Alan Jackson and assign it to Alan

Jackson. 3. Set the Fiscal Period to Quarter 1. 4. Keep the Fiscal Year to this year's fiscal year (January 1 to

December 31). 5. Click the Goal Metric lookup button. 6. From the lookup window, click the New button to create a new Goal

Metric. 7. On the Goal Metric window, type Total Value of Sales Orders in the

Name field. 8. Set the Metric Type to Amount. Save the record. 9. As soon as it is saved, click in the Rollup Fields grid. 10. On the Record Management Ribbon click Add New Rollup Field. 11. On the Rollup Field form, keep the Rollup Field equal to Money. 12. In the Source Record Type drop-down, select Order. 13. In the Source Field, select Total Amount. 14. In the Source Record Type State, select Fulfilled. 15. In the Source Record Type Status, select Complete. 16. In the Date Field drop-down, select Date Fulfilled. 17. Save and close the record.




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18. As soon as the interface returns to the Goal Metric form, click the Goal Metric tab, then click Save and Close.

19. This brings you back to the Goal Metric Lookup Form. Click OK. 20. In the Goal form, scroll down to the tab named Target in the

Target(integer) field, type 10,000. 21. Save the goal. 22. To evaluate and see how Alan Jackson is performing in relation to

this goal for Quarter 1 of this fiscal year, click the Recalculate button in the Actions group.

23. If there are any sales orders which meet this criteria, the Actuals section of this form will reflect the result and give the user with information about performance against this goal.

Step by Step

1. Navigate to Sales, then click Goals and then click New. 2. Name the goal Q1 Sales Goal for Alan Jackson. 3. Set the goal owner to Alan Jackson. 4. Set the Fiscal Period to Quarter 1. 5. Keep the Fiscal Year to this year's fiscal year (January 1 to

December 31). Notice that the system automatically sets the date ranges to align with the quarter in relation to the fiscal year settings.

6. Click the Goal Metric lookup button. 7. From the lookup window, click the New button to create a new Goal

Metric. 8. On the Goal Metric window, type Total Value of Sales Orders in the

Name field. 9. Set Metric Type to Amount. Save the record. 10. Click in the Rollup Fields grid. 11. On the Record group click Add New Rollup Fields. 12. On the Rollup Field form, keep the rollup attribute as Actual

(money). 13. In the Source Record Type drop-down, select Order. 14. In the Source Field, select Total Amount. 15. In the Source Record Type State, select Fulfilled. 16. In the Source Record Type Status, select Complete. 17. In the Date Field drop-down, select Date Fulfilled. 18. Save and close the record. 19. After the interface returns to the Goal Metric form, click the Goal

Metric tab, then click Save and Close. 20. This brings you back to the Goal Metric Lookup Form. Click OK. 21. In the Goal form, scroll down to the tab named Target in the

Target(integer) field, type 10,000.




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NOTE: When you scroll down to the bottom of this form, notice additional options related to child goals and additional rollup queries to filter the data set used to evaluate the goal. This section of the training manual is meant to provide a high level overview of this functionality. More in-depth information on this functionality may be available in subsequent training courses.

22. Save the goal. 23. To evaluate and see how Alan Jackson is performing in relation to

this goal for Quarter 1 of this fiscal year, click the Recalculate button in the Actions group.

24. If there are any sales orders which meet this criteria, the Actuals section of this form will reflect the result and give the user information about performance against this goal.




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Lab 2.3 - Importing Data The primary objective of this lab is to import data into Microsoft Dynamics CRM 2011 through the import wizard to more fully appreciate the improved data import functionality.

Scenario

Mary is a Vendor Relationship Manager for Adventure Works Cycles. She wants to be able quickly import a list of existing vendors from a Microsoft Excel Spreadsheet into Microsoft Dynamics CRM 2011. The issue is that as part of the original implementation, the tracking of vendor information was not fully scoped. However, Adventure Works Cycles needs this information tracked in the application and also a separate form to track it on.

Challenge Yourself!

1. Import the file that is located at X:\Labfiles\What’s New\ch.2 into Microsoft Dynamics CRM as a new entity named Vendor.

2. When you map the fields, create the following fields tied to these data types:

Source Name Target Name Data Type

Vendor Name Vendor Name Single Line of Text






Need a Little Help?

1. In Microsoft Dynamics CRM, click the CRM File tab to show the file options.

2. Click Tools, click Import Data, and browse to X:\Labfiles\What’s New\ch.2.

3. From the Select Data Map dialog box, select Default (Automatic Mapping) and then click Next.

4. On the Map Record Types dialog box click the drop-down list which has a value of Not Mapped and select Create New.

5. In the Create New Form window, configure the import to create a new entity named Vendor with a plural name of Vendors and a primary field of Vendor Name.




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6. In the Map Fields dialog window, map the source fields from the imported file to fields associated with the entity created from the previous window. Map the fields and create the following fields associated with these data types:







7. On the Review Settings and Import Data dialog window, click Submit.

Step by Step

1. In Microsoft Dynamics CRM, click the CRM File tab window to show the file options.

2. Click Tools and then click Import Data. 3. From the Upload Data File dialog box, browse to

X:\Labfiles\What’s New\ch.2. Click Next. 4. On the Review File Upload Summary dialog box, click Next. 5. From the Select Data Map dialog box, select Default (Automatic

Mapping) and then click Next. 6. On the Map Record Types dialog box, click the drop-down list

which has a value of Not Mapped and select Create New. 7. In the Create New form, type Vendor in the Record Type Name

field type Vendors into the Plural Name of the Record Type field, and type Vendor Name into the Primary Field box. Click OK.




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8. The next dialog box, Map Fields, enables the user to map the source fields from the imported file to fields associated with the entity selected or created from the previous window. Map the fields and create the following attributes associated with these data types:







9. As soon as all the fields are mapped, click Next. 10. On the Review Mapping Summary dialog box, click Next. 11. On the Review Settings and Import Data dialog window, click

Submit. 12. As soon as it is processed, click Finish.




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Summary Microsoft Dynamics CRM 2011 has several new features and improvements to existing features and functionality. This lesson provides a more thorough look at some of these features. Specifically we:

• Explore new features and improvements of Microsoft Dynamics CRM 2011 that enable users to be more productive through improvements in navigation and the ability to personalize their interface with the application through increased analytic capabilities, user charts, extended personal options, and other features.

• Review some major improvements in base Microsoft Dynamics CRM 2011 module functionality.




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Test Your Knowledge Test your knowledge with the following questions.

1. Approximately how many appointment records will be created automatically if I create a recurring appointment for weekdays starting January 1, 2011 to March 1, 2011?

( ) 10 ( ) 30 ( ) 45 ( ) 57

2. Goal Management only allows users to track to sales dollars against a defined sales target.

( ) True ( ) False

3. Which of the following elements can be included in a personal dashboard? (Select all that apply)

( ) A view which displays My Open Opportunities ( ) A company logo ( ) A chart which shows a user’s top ten customers grouped by city ( ) An IFrame which contains a SQL Reporting Services Report that

displays a user’s sales




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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

1. Approximately how many appointment records will be created automatically if I create a recurring appointment for weekdays starting January 1, 2011 to March 1, 2011?

( ) 10 ( ) 30 (•) 45 ( ) 57

2. Goal Management only allows users to track to sales dollars against a defined sales target.

( ) True (•) False

3. Which of the following elements can be included in a personal dashboard? (Select all that apply)

(√) A view which displays My Open Opportunities (√) A company logo (√) A chart which shows a user’s top ten customers grouped by city (√) An IFrame which contains a SQL Reporting Services Report that

displays a user’s sales




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crm2011_enus_wn_02

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