System Settings, General Tab
System Settings are options that affect all Users in CRM Online. They are found in the System Settings dialog, organized into tabs. This video is part of a series that explores those tabs. We navigate to the General tab and explain the purpose of each setting found there.
Sales Module Demonstration
This video gives a good high-level overview of Microsoft Dynamics CRM Online 2011 and its modular interface structure. The video then concentrates on the Sales module in particular and demonstrates Accounts, Leads, Opportunities, and Quotes. It also covers the Chart tools that enable salespeople to view their pipeline graphically in real time.
Merge Records
Merging records in Microsoft Dynamics CRM Online 2011 helps users consolidate their data and keep their records up to date. This function compliments Duplicate Detection in CRM Online. (For more information, watch the Duplicate Detection Rules video.) When Duplicate Detection identifies records that are similar but not identical, users can merge the records, retaining selected data from both records before deactivating one. This video walks you through the steps of merging records and explains the rules of the function.
Adding a Contract Line
In CRM Online, every Contract needs at least one Contract Line that records how much support a customer is entitled to receive during a certain period for what price. A Contract can have more than one Contract Line for different periods, products, prices, etc. In this tutorial video, we add a Contract Line to a Contract we created earlier.
Views
Views for CWR Mobile CRM are similar to Views in CRM Online. They represent lists of records filtered by criteria. In this tutorial video, we create and configure a new View for CWR Mobile CRM that lists Lead records not owned by the current User.
Creating a Campaign Template
A campaign template in Microsoft Dynamics CRM Online 2011 stores core details and related information about a campaign and can be used to quickly launch a similar campaign. Each template provides a common starting point for multiple future campaigns and can save you time by eliminating duplication of effort when creating campaigns that have many similarities, such as issues of a recurring newsletter. In this tutorial, learn about the advantages of campaign templates in CRM Online 2011, how to create a template, and how to copy campaign records.
Exporting Static Data to Excel
Microsoft Office Excel is a useful tool for organizing, formatting, and analyzing data in spreadsheet form. Microsoft Dynamics CRM Online 2011 integrates with Excel, allowing you to export data from any CRM Online view into an Excel worksheet. There are two types of worksheets that can be exported, static and dynamic. A static worksheet is an independent copy of CRM Online data representing a “snapshot” of the state of the data at the time of the export. In other words, it has no further connection to the CRM Online database once exported. In this tutorial, we configure the columns of a view in CRM Online to present the data we are interested in, and then we export the view to Excel as a static worksheet.
Publishing a Knowledge Base Article
Customer service representatives use Knowledge Base Articles in Microsoft Dynamics CRM Online 2011 to answer questions about their business’ products or services. A Knowledge Base is a collection of articles formalizing an organization’s customer-service wisdom. This could include frequently asked questions, data sheets, solutions to common problems, user guides, etc. After any user submits a new Article, someone with sufficient privileges must approve it to publish it. In this tutorial video, we demonstrate how to publish an Unapproved Article and how users can then search for published Articles in the database.
E-mailing a Link
In CRM Online, you can e-mail someone a link to a record or a View. The e-mail message is sent from your default e-mail account and e-mail application on your computer, rather than from your CRM Online user account using CRM Online. In this tutorial, we demonstrate how to send an E-mail containing a link to a Contact record and a View. We then demonstrate how to copy a link so that you can paste it into another application.
Creating a Custom Entity
In Microsoft Dynamics CRM Online 2011, you can create custom entities to hold data specific to your industry. In this tutorial video, we demonstrate how to create a custom entity. We also walk through the options, such as Ownership and Security Roles, and show you how to publish the entity.
First Steps
System administrators in Microsoft Dynamics CRM Online 2011 play a pivotal role in dictating how users in their organization will interact with the system. There are a few things that every system administrator should do before other users start to use the application. We walk you through the process of installing the sample data so users can experiment with the system. We also expose the System Settings area where you can ensure that primary defaults such as language and currency are correct. Topics covered also include auditing, e-mail tracking, and welcome messages.
Inline Visualizations
Inline visualizations in Microsoft Dynamics CRM Online 2011 allow users to leverage real-time analytics in order to create and share business information in a visual manner. Inline visualizations give users great insight into their business, allowing users to uncover patterns and review data in multiple dimensions. In this video, we help you navigate through the various charts and visualization available to you in CRM Online. We provide you with tips on how to sift through mass data in order to uncover what is most important to you.
Working with Profiles
A Profile determines what CRM Online data is available to CWR Mobile CRM users who use that Profile. New Profiles can be created to optimize the mobile experience for different groups of users. The easiest way to create a new Profile is to copy the default Profile and make changes to the copy. This video demonstrates copying the default Profile.
Creating a Contract
In CRM Online, a Contract records the amount and level of customer service or support a customer is entitled to receive and tallies its ongoing usage. In this tutorial video, we create new Contracts two ways: from a Contract Template and by copying another Contract.
Adding Fields and Configuring Forms 01
Form customization is a simple process thanks to the drag-and-drop capabilities of Microsoft Dynamics CRM Online 2011. There are a couple of ways to add fields and configure forms in CRM Online. In this video, you will learn how configure from an open record by using the Customize tab. This video covers topics such as adding and removing fields, creating new tabs, and creating new fields. In CRM Online, form configuration allows you to tailor the user interface in order to optimize your users’ productivity.
Managing Your Activities 02
Managing Activities in Microsoft Dynamics CRM Online 2011 with Filters, Views, and Search is effective. You can also use Charts. In this video tutorial, we demonstrate how to use Charts to examine your Activities and how to Drill Down into the data in any Chart to get more detail quickly.
Outlook Client Installation
With Microsoft Dynamics CRM for Outlook, users can access their CRM Online data through Outlook. This functionality eliminates the need to navigate through multiple windows and browsers, and presents integral data in one location. This video demonstrates two methods of installing the client. The first is the “Get CRM for Outlook” button, located in CRM Online. The second approach is through the Microsoft Download Center. In this video, we outline the steps of each procedure, as well as provide you with valuable insight into the installation process.
Managing Your Activities 01
When your workload begins to pile up, how do you effectively prioritize your Activities? Microsoft Dynamics CRM Online 2011 provides Views, Filters, and Charts that help you prioritize your Activities. In this tutorial video, we demonstrate how to manage your Activities in CRM Online through the various Filters available in the Activities area, under My Work, in the Workplace module.
Inviting Users
An invitation is an automated e-mail message sent to a potential new User of CRM Online. The invitation includes instructions for accessing CRM Online and an invitation key to use during the initial sign in. In this tutorial video, we demonstrate how to send an invitation and check the status of that invitation.
Synchronizing Notes
CWR Mobile CRM synchronizes Notes with the mobile client the same way it does other entity records, as defined by Synchronization Filters. Notes are slightly more complex in that they only ever occur related to other records. In this CRM Online tutorial, we widen the scope of a Synchronization Filter to allow the synchronization of all Notes attached to any open Leads.
Creating a Territory
Territories help divide up your organization’s market by geographical area in CRM Online. One or more Users can then be added to a Territory. In this tutorial video, we create a Territory, add Users to the Territory, and view Account records by their Territory.
Live Dashboards
Dashboards in Microsoft Dynamics CRM Online 2011 provide a fast and easy way to view our business data through the incorporation of charts, graphs, and lists. In this video, we navigate you through the various default dashboards available to CRM Online users. We also walk through the process of creating a new dashboard, as well as the steps of creating charts, views, and IFRAMEs for your custom dashboard.
Creating a Quick Campaign
In Microsoft Dynamics CRM Online 2011, it is possible to distribute Activities of a single type to an impromptu list of Accounts, Contacts, or Leads without the extra overhead and tracking involved in a full Campaign. For example, a Quick Campaign would be a great option for sending out a quick, one-time-only e-mail to the current Leads in your CRM Online system that you have a good chance of closing this week. In this tutorial, learn how to assign a number of follow-up phone calls by using a Quick Campaign.
Setting Service Preferences
When you schedule a Service Activity in CRM Online, you can personalize a customer’s support by referring to their Service Preferences. The Service Preferences of an Account or Contact can record which day of the week and time of day is optimal for them to receive the Service, which technician they prefer, etc. In this tutorial, we demonstrate how to record the Service Preferences of a Contact, and how to implement those preferences when we schedule a Service Activity.
Canceling and Reactivating Cases
Sometimes a support Case cannot be resolved because the customer stops communicating or other impediments exist. A Case that is Deleted in CRM Online is lost forever. A Case that is Canceled instead remains archived in the database in a deactivated state. That means it can be Reactivated later if the customer reopens communication or other impediments are removed. In this tutorial video, we walk through the process of Canceling a sample Case and then Reactivating it.
Setting Your Work Hours
When a new User or Facility/Equipment record is created in CRM Online, its Work Hours default to 24 hours a day, but can be edited. In this tutorial, we set the Work Hours of a User to be from 8 AM to 5 PM, with an hour off for lunch, five days a week. Then we show where you can edit the Work Hours of a Facility/Equipment record.
Microsoft Office Fluent User Interface
One of the most prominent and easily identifiable enhancements made to Microsoft Dynamics CRM Online 2011 is the inclusion of the Microsoft Office Fluent user interface. In this video, we demonstrate various features of the user interface, and the ways it empowers users by offering them new ways to optimize their personal experience. Examples coved in the video are visual page flow optimization, the contextual ribbon, and customization features.
Modifying a Report
Reports in Microsoft Dynamics CRM Online 2011 provide you with great insight into the data of your business. The Report Wizard helps users of all skill levels craft and share reports. As time passes, you may find the need to modify your report. You do not need to create a new report to make an alteration. In this tutorial, we demonstrate how to modify various aspects of an existing report using the Report Wizard.
Basic Personalization 01
Microsoft Dynamics CRM Online 2011 has personalization features that allow users to navigate quickly to the records and views they use most often. This video demonstrates the “Recently viewed pages and views” folder and the “Shortcut Menu for Views and Records”. It also demonstrates how to jump directly from an open record to another record of the same type without using the navigation pane.
Creating Article Templates
A knowledge base is a library of Articles that service personnel can use when helping customers with support cases, either by referring to them during service calls or by sending them to customers as self-help resources. Microsoft Dynamics CRM Online 2011 has built-in knowledge base support including four Article Templates that help ensure new Articles are written in consistent formats such as questions and answers, procedures, etc. In this tutorial video, we demonstrate how users can create additional Article Templates defining other formats.
Creating an Opportunity
Opportunities in Microsoft Dynamics CRM Online 2011 represent potential sales to Accounts or Contacts. In this tutorial, we create a new Opportunity record for an existing Account. We also cover the use of the Probability and Rating fields and show how to decide which revenue settings to use.
Creating an Option Set
An Option Set in CRM Online is a set of options that the User chooses from when entering data into a field. For example, if you need to fill in a field called “Eye Color”, the Option Set could be Blue, Brown, Green, or Other. In this video tutorial, we demonstrate how to create and Publish a custom Option Set.
Creating Announcements
In CRM Online, we can use Announcements to advertise items of importance to Users in our organization. For example, if there is a new policy regarding Case escalation that we want our Service Representatives to follow, we could create an Announcement that outlines that policy. In this video tutorial, we demonstrate how to create an Announcement, how to edit it, and how other Users can see it.
Relating Campaigns
In Microsoft Dynamics CRM Online 2011, you can relate your marketing Campaign to other Campaigns for reporting and tracking purposes. This is helpful when creating Campaign records for a number of different branding efforts, and then relating all of them to a parent Campaign. This allows you to track results for each Campaign channel, as well as aggregate multiple Campaigns to measure the effectiveness of the entire branding effort. The process of relating Campaigns is simple but important in helping your company track records and recognize which campaign methods are most effective.
Basic Data Import 01
As you deploy your Microsoft Dynamics CRM Online 2011 solution, chances are your organization has some data that will need to be imported into the system. As part one of a two-part series, this video is designed to introduce you to a couple of methods that will make your job a little easier when importing your company’s data. We discuss the Templates for Data Import function, which allows you import an XML spreadsheet containing data for a designated entity. We also walk you through the process of creating and importing a custom template.
Basic Data Import 02
This is the second video in a two-part tutorial detailing the steps of the data-import process. This video shows you how to import a populated template. We discuss importing various file types and verifying the delimiter settings in order to ensure a successful import. We also walk you through the import wizard, and touch on topics such as data mapping, record types, and duplicate records.
Security Roles
Security roles determine how various users in your organization interact with Microsoft Dynamics CRM Online 2011. Different security roles have various levels of access. In other words, a user with a Salesperson security role will not have the same permissions as a System Administrator. However, security roles can be edited to meet the individual needs of your organization. This video teaches you how to redefine the privileges of security roles, how to create a new security role, and some tips about how to streamline the editing process.
Creating a Contract Template
Contracts in CRM Online outline the parameters of your service to your customers, such as billing frequency and coverage dates. You must create a Contract Template before you can create a Contract. In this video tutorial, we demonstrate how to create a Contract Template.
Creating a Report
A report is an effective tool for presenting specific information in a formatted textual or graphical format. The Report Wizard in Microsoft Dynamics CRM Online 2011 allows you to create sophisticated reports with the help of an intuitive step-by-step process. This video walks you through the steps of the Report Wizard by creating an “Opportunity Pipeline” report that shows all opportunities by owner, and includes the sum of all estimated revenue across those opportunities.
Creating and Resolving Cases
In Microsoft Dynamics CRM Online 2011, service requests are called Cases. A Case represents any request or support incident for a customer. This video teaches you how to create, assign, update, and resolve Cases in CRM Online.
Accessing Recently Visited Records and Views
Your Microsoft Dynamics CRM Online 2011 system may have tens of thousands of Records, but you may only use a small sample of them. Rather than navigating to the Records and Views you use most frequently, you can open them immediately using the Recently Visited menu. In this tutorial, we demonstrate how to do so and how to pin items to the menu so they persist.
Field Level Security
Field level security in Microsoft Dynamics CRM Online 2011 allows system administrators to designate which Users or Teams can access custom fields. This video demonstrates the steps of creating a custom field, inserting it into a Contact form, creating a Field Security Profile for that field, and giving Users or Teams the Field Security Profile.
Dynamic Marketing Lists
Dynamic Marketing Lists in Microsoft Dynamics CRM Online help users effectively engage with an ever-changing audience. Unlike static Marketing Lists, which require manual updates, Dynamic Marketing Lists allow users to define a set of criteria so that CRM Online can automatically add or remove list members accordingly. This video walks you through the process of creating a new Dynamic Marketing List, and provides further clarification on the difference between static and dynamic Marketing Lists.
Working with Filters
Filters can be enabled for any View in Microsoft Dynamics CRM Online 2011. Filters allow you to narrow a View to display only those records with certain values or ranges of values in any of the columns shown in that View. Filters are accessed through drop down menus in the column headings of a View, similar to those seen in Microsoft Office Excel. In this video, we walk through the steps of adding Filters to a View and saving a new Personal View incorporating those Filters. We also learn how to remove Filters and delete Saved Views to clean up our interface.
Workflow Introduction
Workflows are automatic processes that happen in the background in Microsoft Dynamics CRM Online. They are useful for executing repetitious or mundane work that Users would otherwise have to perform themselves. In this tutorial, we build a custom Workflow that runs whenever a new Lead is created in the system. The Workflow automatically creates a new Phone Call Activity for each Lead and assigns that Activity to the User who owns the Lead. The Phone Call then shows up in the User’s Activities list so they know to follow up with the new Lead.
Workflow Demonstration
In Microsoft Dynamics CRM Online 2011, you can create and manage your automated and interactive business processes by utilizing workflows. In this video, we walk you through the steps of building a workflow that is designed to route leads. Even though the workflow we construct in this demo is designed for a very specific function, we discuss the plethora of options available to you along the way. We also cover what is new to workflows in CRM Online this year.
Auditing
Auditing in Microsoft Dynamics CRM Online 2011 gives organizations the ability to track changes made to business data. This functionality is particularly helpful in instances where companies need to maintain security, examine the history of a particular record, and document modifications for future analysis. In this video, we walk through the process of enabling auditing for all entities, as well as individual fields within specific entities. We also walk through the process of opening audit records within an individual record, as well as the entire audit history of your organization’s CRM Online system.
Provisioning the First User
CWR Mobile CRM must be provisioned for one User of Microsoft Dynamics CRM Online in a separate process before other Users can be provisioned. This process sets up some initial values and discovers the URL needed to provision other Users. This video walks through that process.
Advanced Configuration
This video is an introduction to the advanced customizations and configurations that a system administrator can make in Microsoft Dynamics CRM Online 2011. We demonstrate how to create a custom entity to store data not captured in CRM Online by default. We also walk through the process of configuring forms, adding attributes to entities, and establishing relationships between entities.
Sharing a Report
Reports in Microsoft Dynamics CRM Online 2011 can significantly improve your understanding of your company’s data. If you create a Report that would be beneficial to other Users, you can share it with them with a few simple steps. In this tutorial, we demonstrate how to share a Report with individual Users or with your entire organization.
Advanced Profile Settings
Profiles for CWR Mobile CRM can be fine-tuned using their selection of Entities, Synchronization Filters, Views, and Forms. In this video, we show where the Profile settings are located and demonstrate how to restrict the mobile availability of an entity.
Using Multiple Mobile Devices
Any User can access CRM Online through more than one mobile device using CWR Mobile CRM, but the additional Devices must be added to their User record after they are first provisioned. This video demonstrates adding a Device to an existing, provisioned User record.
Enable and Disable User Records
Enabling and disabling user records is a simple yet important task in Microsoft Dynamics CRM Online 2011. This video walks you through the quick steps of accomplishing both. You also learn a few key pointers about the ramifications of each task, especially regarding system jobs and workflow rules. In CRM Online, managing users is as simple as ever, and enabling or disabling user records requires only a few clicks.
Marketing Module Introduction
This video introduces the Marketing module in Microsoft Dynamics CRM Online and covers a few important elements. It discusses Leads, Accounts, Contacts, Marketing Lists, Campaigns, Quick Campaigns, and Campaign Activities.
Basic Personalization 02
Microsoft Dynamics CRM Online 2011 provides users with a powerful set of customizable data-analysis tools for creating personalized views and reports. This makes it easier for users to sort through and make sense of their data. In this video demonstration, we show you how to create custom views so that you can quickly navigate to data or records that are pertinent to your needs. In this example, we create a view that lists all of our opportunities that are equal to or greater than $10,000.
Understanding Activities
The word “Activity” is a generic term that Microsoft Dynamics CRM Online 2011 uses to describe business interactions, such as Phone Calls, Tasks, and E-mail messages. Capturing all of the interactions with your customers and prospects as Activities allows you to provide a higher level of customer service, improve sales efficiency, make better business decisions, and market more effectively. In this video, gain a better understanding of activities by creating a Task, marking it as completed, and then creating a follow-up Activity.
Optimizing Performance for CRM Online 2011
In this tutorial video, we demonstrate a few steps you can take to optimize the performance of CRM Online in your web browser. We tell you which web browser is optimal for CRM Online, how to improve internet browsing speed by deleting temporary internet files, and how to add the proper domains to your trusted sites list.
Adding Notes and Attaching Files
CRM Online lets you add Notes to many types of records. This is handy for adding information that doesn’t naturally fit in one of the fields of a record, such as an opinion or tip for other users to read. Copies of external files may also be attached to Notes. In this tutorial video, we demonstrate how to create a Note for a sample Account record and how to attach a file to that Note. We also demonstrate where you can view Notes in your records, and how you can delete them.
Provisioning Other Users
Once you have completed the initial provisioning of CWR Mobile CRM for the first User, you can begin provisioning other mobile Users using the CWR Configurator sub-area in CRM Online. We demonstrate that process in this tutorial video.
Adding Fields and Configuring Forms 02
In Microsoft Dynamics CRM Online 2011, there is more than one method to customizing forms. In this video, we demonstrate how to customize a form via the Settings module, using the Account entity as an example. You must use this method when you create a Mobile Express form. You’ll also see how to assign security roles to forms.
Creating a Team
Microsoft Dynamics CRM Online 2011 allows you to create and define teams of users. This helps users collaborate effectively to accomplish goals and complete projects. In this video tutorial, we demonstrate how to create a team, how to assign users to the team, and how to assign records to the team.
Tracking Outlook Items in CRM Online
Once you install the Microsoft Dynamics CRM for Microsoft Office Outlook client, it is possible to have CRM Online track certain items you create in Outlook, keeping identical, synchronized copies in both applications. You can then work in Outlook knowing your work is automatically tracked CRM Online. In this video, we create a Contact in Outlook and enable tracking for it. We then send an e-mail to, and schedule a phone meeting with, that Contact, and enable tracking for those. Then we look in CRM Online to find all that activity tracked and related to the Contact.
Strategic Analysis Introduction
Every company, after learning about the capabilities of Microsoft Dynamics CRM Online 2011 and performing some basic configurations, should execute a rigorous internal process of strategic analysis to determine the best plan for the advanced configurations that ultimately make CRM Online fit each business according to its unique needs. This is a process that is largely conducted outside of the application, through interviews with company personnel and in planning sessions. This video shares with you some of the methods and steps that we have found to be the most useful over the past decade of our own experience of deploying and implementing business solutions with our customers. This video demonstrates the purpose of documents such as our “End User Survey” that you may also download from the CRM Success portal and use. These documents help you finalize and record what your needs and goals are, facilitating the next phase to follow: an efficient configuration phase guided by well-defined requirements.
Creating and Submitting a Knowledge Base Article
Knowledge Base Articles in Microsoft Dynamics CRM Online 2011 can reduce the amount of time customer service representatives spend resolving cases for their customers. This video walks through the process of creating a new Article using one of the default CRM Online Article templates, and then shows you how to submit it for review.
Adding Users
Adding users is a quick and straightforward process. This video walks you through the steps of adding users to your organization’s Microsoft Dynamics CRM Online 2011 system. Along the way, you get tips on the difference between adding users to a trial account versus your company’s CRM Online account, how to add users in bulk, and how to identify the number of licenses available in your account.
Duplicate Detection Rules
In Microsoft Dynamics CRM Online 2011, Duplicate Detection helps users maintain and organize their data by informing them of any duplicate records in their system. In this video, we walk through the process of checking your Duplicate Detection settings, as well as the steps of creating your own duplicate detection rule. We also talk how CRM Online runs duplicate detections, and how you can test any detection rules you have created.
Creating a Campaign
In marketing, a campaign is a series of activities intended to increase your potential customers’ awareness of your company, products, or services. Microsoft Dynamics CRM Online 2011 provides a convenient way to manage marketing campaigns and their related activities, tasks, and literature. This walkthrough takes a focused look at campaigns by creating a Campaign record to coordinate the advertising activities of a new product launch. Learn how to create a Campaign, create Activities for the Campaign, and add Marketing Lists, Sales Literature, and Products to the Campaign.
Synchronization Filters
Each Synchronization Filter for CWR Mobile CRM allows some subset of CRM Online records of one Entity to be synchronized with the mobile client for Users who have a given Profile. Each Profile can have many Synchronization Filters. In this video, we demonstrate how to modify an existing Synchronization Filter.
Service Module Introduction
Of all of the modules in Microsoft Dynamics CRM Online 2011, the Service module is arguably the most powerful and complex. The Service module strives to meet the needs of as many types of service organizations as possible. Therefore, this module is capable of a wide number of tasks. This video introduces you to the Service module and its capabilities so that you may better decide which of its functionalities best serve your company’s needs.
Advanced Find AND OR Logic
The Advanced Find tool in Microsoft Dynamics CRM Online 2011 can help you locate records based on filter criteria set by you. By default, Advanced Find applies Group AND logic to queries that include multiple filters, meaning the results are limited to only those records that pass all the filters. If you want results with records that satisfy any of the filters, you can use Group OR logic. In this video, we walk through the steps of creating a query in Advanced Find, saving it as a Personal View, and then applying Group OR logic to widen the results.
Creating a Custom Field
In CRM Online, Fields are the parts of entities that hold data when records are created from those entities. If you want an existing entity to hold some piece of data for which it currently has no Field, you can add a new, Custom Field to that entity. In this video tutorial, we demonstrate how to create a Custom Field, how designate its Type as Option Set, and how to Publish it.
Viewing Campaign Results
You can examine the performance of any Campaign in Microsoft Dynamics CRM Online by viewing a built-in report that summarizes such things as Planning Tasks, Campaign Activities, and Campaign Responses. Reports are also available for the individual entities related to a Campaign. In this tutorial, we demonstrate how to generate the Campaign Performance report as well as the Campaign Activity Status report.
Using Lookup and Advanced Find
The Lookup and Advanced Find features appear in many contexts throughout Microsoft Dynamics CRM Online 2011. In this primer video, we cover the basics of these two features by using them in the context of adding members to a marketing list. This should prepare you to use them in other contexts as you encounter them.
Creating Business Units
In CRM Online, a Business Unit represents a division or department in your organization. Business Units are arranged in a hierarchy; one Business Unit that contains a number of Teams or Users can fall under a higher Business Unit. In this video tutorial, we demonstrate how to create a Business Unit, and we explain how the hierarchy system works.
Basic Configuration
This video is designed to show the system administrator or customizer how to make simple, basic customizations to the look and feel of Microsoft Dynamics CRM Online 2011. We walk you through various functions in the Settings module that allow you to customize the system to your liking. You can have a significant impact on your CRM Online system by utilizing the Customize the System function, and this video demonstrates some of the changes you can make to entities, dashboards, and processes.
Scheduling a Business Closure
Business Closures recorded in CRM Online make entire days or specific hours unavailable when scheduling Service Activities and Appointments. In this video tutorial, we schedule a Business Closure for Thanksgiving.
Goal Management
Managing Goals in Microsoft Dynamics CRM Online 2011 gives users valuable insight into their personal performance. Through Goals, users can measure their impact on their organization, and gain a better understanding of their individual (or team) progression. This video walks you through the process of creating your own goals: how to set time guidelines, how to create queries, and how to utilize visualizations. In CRM Online, creating, tracking, and measuring goals is a simple process, and will help you better utilize your CRM solution.
Sales Module Introduction
This video is an introduction to the Sales module and its entities, but it also provides information regarding navigation basics of Microsoft Dynamics CRM Online 2011. It is important to understand how CRM Online treats the various entities within each module, and their relationship with one another. This walkthrough discusses Leads, Accounts, Contacts, and Opportunities, and how to convert a Lead into the other three types.
Creating a Service
In CRM Online, a Service is a definition of some piece of work that can be provided to customers, such as installing a product. Services must be defined before Service Activities can be scheduled for those Services on the Service Calendar. Each Service may require certain Resources (Users and Facilities/Equipment) that are necessary to perform the Service. In this tutorial video, we demonstrate how to create a Service, designate a Required Resource for that Service, and Activate the Service.
Setting Trusted Sites
Most CWR Mobile CRM options are configured within the CWR Configurator sub-area in Microsoft Dynamics CRM Online. Due to the advanced scripting used here, the CWR Mobile CRM web address must be added to the Trusted Sites list in Internet Explorer. This video demonstrates how to do this in Internet Explorer 9.
Constant Contact Integration
The Marketing module in Microsoft Dynamics CRM Online 2011 fulfills the basic marketing needs of the modern business. Constant Contact is a company that specializes in marketing solutions, whose products offer customizable e-mail marketing plans, online surveys, and event marketing tools. Now you can leverage both of these products together using an integration tool created by xRM.com. This tutorial walks you through the steps of using the integration tool so that your business can increase the effectiveness of its marketing campaigns while utilizing the CRM Online database.
Parent Accounts and Sub-Accounts
Parent Accounts and Sub-Accounts in CRM Online help users identify one Account’s ownership over another. Establishing such relationships between Account records allows you to view the history and Activities of all related records. In this video tutorial, we demonstrate how to create a parental relationship between two sample Accounts, and then how to view open Opportunity records of a Sub-Account from a Parent Account.
Categorizing Reports
Reports are a valuable tool in Microsoft Dynamics CRM Online 2011. They can provide users with great insight into their data as well as unify users who view shared reports. As the number of reports utilized by the members of your CRM Online organization increases, categorization becomes essential in order to organize reports logically and make finding them easier. The creation of new custom views also makes categorized reports easy to find. This video walks through the process of categorizing reports, creating custom categorizes for your organization, and creating custom views so that you can provide colleagues with easy access to categorized reports.
Creating Field Mappings between Entities
Field Mappings are used in CRM Online to auto-populate the fields of new records with data found in related records, saving Users time performing data entry. For example, when you create a new Contact record related to an existing Account record, the address fields are copied from the Account to the Contact. That is because Field Mappings exist between those fields of those entities. This tutorial first demonstrates Field Mappings in action and then shows how to create a new Field Mapping.
Create and Qualify Leads
Leads come from a variety of sources depending on your sales and marketing processes. Your company website may generate Leads automatically, or marketing personnel might import Leads into Microsoft Dynamics CRM Online 2011 through a batch process. You can also manually create Lead records. The type of data that you capture about each Lead depends on your business’ needs and specifications. This tutorial teaches you how to manually create a lead record, and then qualify that lead.
Role Tailored Forms
Role tailored forms in Microsoft Dynamics CRM Online 2011 allow system administrators to present relevant data to specific user types. This video covers the steps of creating a role tailored Account form designed specifically for users under the Marketing Professional security role. We customize the form using the drag-and-drop customization capabilities of CRM Online, and remove fields that are not pertinent to the needs of our marketing team. It is important to understand that this function does not remove or displace data. It presents only the information that we as the system administrator deem relevant to a particular security role, while pulling that data from a common source.