Chapter 1: Microsoft CRM Concepts
CHAPTER 1: MICROSOFT CRM CONCEPTS
Objectives
Actively participating during this lesson helps you: • • • • Understand the overall solution that Microsoft® CRM provides and the functionality and purpose of the Microsoft CRM modules Log on to Microsoft CRM Understand the relationship between account and contact records in Microsoft CRM Understand the types of relationships that can be created between records
Overview
This lesson describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The lesson also discusses the concepts, tasks, navigation, and functions that are used throughout the product.
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Microsoft CRM
Customer Relationship Management is important because it differentiates an organization from the competition. A company achieves this by paying attention to customers and taking action to build a competitive advantage through improving the customer experience. Organizations historically have built structure around the products and services they create and sell. The focus is on: • • • Achieving economies of scale through mass production Product innovation Mass marketing and product branding
These are still important areas but do not take the customer experience into account. Customers are not loyal to businesses that focus on these areas alone. One of the key components of CRM is to understand customers and treat customer needs accordingly. The goal is to learn about the potential customer audiences so the organization can prepare to meet current and future needs. It is also important to identify customer audiences whose needs cannot be profitably met.
Building Customer Value
When an organization is able to anticipate and respond to the needs of customers, and aligns their products and services with their customers, they can begin to build customer value. Customer value means that the organization makes products and services so satisfying, convenient, or valuable to the customer that the customer would rather devote their time and money to the organization than to any competitor. When customer value is achieved, it is possible for an organization to successfully offer new products and services to existing customers. This opportunity to "Up-sell" existing customers is how CRM allows an organization to compete with competitors that may have a larger market share.
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Software is a Tool
It is important to understand that CRM is a business strategy. Microsoft CRM is an application designed to help an organization achieve this business strategy. Microsoft CRM includes a number of features that help an organization move forward, but to achieve the maximum value the organization must create a CRM strategy for their business and use Microsoft CRM to execute the tactics to achieve their goals.
FIGURE 1-1: MICROSOFT CRM MODULES
Sales Management
Sales process management includes all the tasks associated with creating sales opportunities and closing deals. This includes: • • • Prospecting and qualifying leads, and managing opportunities, contacts, and accounts. Tracing the stages of deal closure. Managing and tracking communications between salespeople and customers, starting direct e-mail campaigns, and measuring their success. Maintaining a database of product information in a format that is easy for the sales force to access, either online in the office or offline at a customer site.
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Microsoft CRM is designed to help your organization acquire and retain customers and reduce the time spent on administrative tasks. It provides a robust account management system that automatically tracks sales-related activities and revenues. It includes analytical, operational, and collaborative tools you can use to improve and maintain good customer relations. It also provides tools that help assess customer value in terms of the future business they might generate. You can perform this type of analysis early on to help your sales department forge strategic corporate sales relationships. The automated sales force management tools in Microsoft CRM organize the basic information required to track sales activities and account ownership. This information can also be used to structure the sales force into territories and teams. The communication management, direct e-mail management, and sales process management tools in Microsoft CRM measure both the tangible and intangible factors that affect the bottom line−customer satisfaction and sales force effectiveness. Even if profits are up overall, tracking revenues generated by individual salespeople and assessing these figures against sales costs provides valuable insight into how the organization is faring. If this analysis reveals, for example, that the amount of time spent on administrative tasks is equal to or greater than the time engaged in sales-related efforts, sales costs are too high, and the sales force is not functioning optimally, then your organization can take steps to improve these areas. Microsoft CRM provides automation tools that reduce the time salespeople (and their managers) typically spend performing administrative tasks. Automated sales force management also provides you with information you need about your organization's sales efforts, such as a list of all salespeople and the contacts and opportunities they are working on, sales forecasts for the coming quarter, or a view of the sales activity in each account.
Service Management
The Microsoft CRM Service Management module includes an extensive set of features designed to increase the efficiency of service. This module provides tools that help create a multi-level customer assistance policy, providing an interactive, interpersonal service that includes call routing and assignment, queue management, call tracking, entitlement processing, problem resolution, logging, monitoring, and performance management. Case Management is the primary function of the Service module. While working on a case, customer service representatives (CSRs) can create activities from the case form. These activities are tracked, which enables you to determine the total amount of time spent on a case at any given time, as well as see a break down of how the time was spent. Reports can also be created to measure statistics such as call lengths, resolutions, and average length of cases.
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Service Scheduling
The Service Activities calendar enables your customer service team to manage service activities for your business. In the calendar you can: • • • • View service activities Create new service activities Edit existing service activities View resource schedules
Marketing Automation
The Marketing Automation module of Microsoft CRM enables marketing departments to create, analyze, and segment targeted customer lists as well as plan and execute campaigns for the customers your company wants to target. It allows you to collect and analyze the results of campaigns, which your marketing team can use to make future marketing decisions, making the most of your marketing dollars. Marketing Automation is tied directly to the Sales module, which enables your sales staff to get the leads that are generated from every marketing campaign. Marketing automation includes all the tasks associated with marketing activities, which includes: • • • • • Marketing planning and budgeting Creating and managing lists Planning and creating campaigns Executing and managing campaigns Tracking marketing information
Accessing Microsoft CRM
Microsoft CRM is accessed using Microsoft® Outlook®. A web client is also available but the Outlook interface takes the familiar experience of Outlook and provides the functionality of Microsoft CRM. The Microsoft CRM Client for Outlook is used to accomplish daily activities without leaving the environment of Outlook. You can perform sales, marketing, and customer service activities in the Microsoft CRM Outlook client that you can in the Microsoft CRM web client, including working with accounts, contacts, and campaigns. All tasks except for administrative tasks such as creating users and configuring the Microsoft CRM system can be performed in the Outlook Client.
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Although there are two interfaces that can be used, they both use web forms to access the related records to provide a consistent look and feel regardless of which interface is used.
Using the Microsoft CRM Outlook Client
Microsoft CRM client for Outlook is integrated with Outlook's folders and toolbars. A Microsoft CRM folder is in the Navigation Bar, under All Mail Folders. To view a list of records, click the record type folder. The preview pane displays the list and the selected record. There are two ways to access CRM functionality: the CRM Shortcut toolbar and the CRM Menu. The CRM Shortcut toolbar buttons include: • • • • • • Activity buttons New Record drop-down list: accounts and contacts Advanced Find Save to CRM Go Offline/Online CRM Help
Navigating in the Outlook Client
One of the goals of Microsoft CRM is to make navigation as intuitive as possible for users − taking advantage of what users already know about navigating in Outlook to make CRM easy to learn and use. Note the following factors when navigating in the Outlook Client: • • CRM shortcuts Folder selections and View Pane
All navigation is handled through the CRM shortcuts with the Outlook Bar and Microsoft CRM folders in the folder list. When a CRM shortcut folder or Service folder is selected, the section of the application is loaded in the Microsoft CRM View pane. (The CRM View Pane is the area of the application to the right of the Folder List where the CRM data is shown.)
NOTE: Both Microsoft Outlook 2000 and Microsoft Office Outlook 2003 support the Client for Outlook. Microsoft CRM Client for Outlook is not supported on Microsoft® Windows® 98, Windows 98 SE, Windows Millennium Edition, and Windows NT® Workstation 4.0.
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Procedure: Access Microsoft CRM
All of the controls for Microsoft CRM are built directly into the Microsoft CRM Client for Outlook application. 1. Using the Microsoft CRM Ready Client image, launch Microsoft Outlook. 2. Provide login credentials if prompted. 3. For purposes of this training class, use the following login credentials: User ID Password Gail Pa$$w0rd
NOTE: In the demonstration database, the "0" in the password is the number zero.
FIGURE 1-2: MICROSOFT CRM WORKPLACE
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Number 1 2 3 4 5 6 7
Section Navigation Pane Standard Toolbar Actions Toolbar Actions Menu Menu (File, Edit, View, Go, Tools, Actions, CRM, Help) List Page advance
FIGURE 1-3: MICROSOFT CRM FORMS AND MENU ITEMS
Number 8 9 10
Section Form Toolbar Form Assistant Filter Toolbar
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Customer Records
Microsoft CRM enables individuals and organizations to manage, share, and collaborate on accounts and contacts. Microsoft CRM differentiates between accounts and contacts. Accounts are typically relationships with other organizations and contacts are relationships with individuals. Both accounts and contacts are "Customer" records. An account may also have one or more subaccounts and multiple addresses. There are several ways to create account and contact records: • • Convert a Lead record and have it automatically create an account and contact record with the opportunity. Locate the parent company record, use Actions, Add Related Account to create the new sub-account and automatically populate the Parent Account field. In the Account form, click New to add a new unrelated record.
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Accounts
Accounts assume a Business-to-Business relationship with the organization. In Microsoft CRM, an Account represents a relationship with a company or organization such as: • • • • Customer Channel partner Distributor Supplier
Accounts may be parents to virtually any other record, including other accounts. This allows flexibility within Microsoft CRM by allowing the record information of the Account to remain static while still relating information to the record.
Sub-Accounts
A sub-account is an account that is associated to a Parent Account, and should be created when separate activities or financial transactions occur. If the company is not a separate financial entity, it may be that an additional address needs to be created. Use the Relationships function to indicate the association between the sub-account and the Parent Account.
EXAMPLE: A company has separate service locations and each one is set up as an account in Microsoft CRM. The individual locations are linked to a national account which is then linked to an international account.
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Contacts
A contact may stand-alone as a customer or may represent a staff member of a company. Contacts can also be other people that need to be associated with an account, such as: • • • • Consultant Lawyer Value Added Reseller Accountant
More specific aspects of the relationship between accounts and contacts are as follows: • • • A contact may be associated with an account but does not need to be. A contact is not defined as a subordinate entity of an account. Accounts and Contacts can exist as separate, stand-alone records.
The following should be noted about Parent accounts: • • A Contact can only have one Parent Account. If a Contact record has a Parent Account, any sales record; opportunities, quotes, orders, or invoices, are automatically related to the Parent Account.
Accounts and Contacts may be associated with the following record types: • • • • • • • • • • Accounts (Parent Accounts) Opportunities Activities Orders Cases Originating Lead Contracts Price Lists Invoices Quotes
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• • Notes and attachments Territories
FIGURE 1-4: ENTITY RECORDS
Addresses
An Account has the ability to store multiple address names and types. Consideration should be taken on how Account and Contact addresses are managed. • Different types of addresses and associated contacts can be stored for one record. For example, Billing, Shipping, and Primary addresses with different contacts can all be stored for one record under the More Addresses tab. It is also possible to create individual Account and Contact records, or Sub-Accounts for different addresses.
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NOTE: It is a good idea to specify an address for every account and contact record. The address is used when creating mail merge documents. If a record does not have an address, the mail merge will not work correctly.
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FIGURE 1-5: ACCOUNTS AND CONTACTS
Procedure: Create an Account, Contact, or Sub-account
1. In the Navigation Pane, click the area that you want, such as Workplace, Sales, Marketing, or Service. Note that all areas might not be available to you. 2. Click Account or Contact depending on the type of record that you want. 3. Click New. 4. On the General tab, fill out basic information about the new account: the name, contact information, company information, address and address type, and the preferred shipping method. 5. If the Account or Contact is a sub-account or sub-contact, locate and select the parent: – – Click the Lookup button to the right of the Parent Account or Parent Contact box. In the Look Up Records dialog box, type a few letters of the account name in Look for and click Find.
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– From the list displayed in Available records: o Click an item from the list to select it. o Click New if you want to create a new account or contact. o Click OK.
NOTE: When creating a contact, it is a good idea to complete the address section and give the address a name, for example, Billing or Shipping. An address name makes it easier to look up an address when creating a quote, order, or invoice in the future. If you choose not to create a name for the address, you can look up an address by the information in the Street field.
6. On the Details tab, enter information about the territory the account belongs to, and company information about the account. 7. On the Administration tab, locate and select the user to whom you want to assign the account. 8. Specify the preferred and allowed contact methods you can use. (This is helpful when you share a contact with others on your team.) 9. Click Save.
NOTE: If you enter a ticker symbol on the Details tab for a market outside the United States, you must prefix it with the country code, for example US:MSFT (:).
Creating Notes and Attachments
You can add a note or attach a file to an activity, such as a fax, phone call, or appointment and to an existing record, such as a quote, contact, or campaign. In Microsoft CRM, notes are brief items of information. You use notes to store information, such as comments or ideas, or to share information with others. You can also attach a file to a note. Notes should be used to store additional information about a record. Activities should be used to document any event where the time and date should be recorded. For example, the details of a telephone call should be recorded as an activity. A note is used to store properties for a record where the date and time are not significant, such as the dress code for a customer office or hobbies and interests of the contacts.
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You can add, view, and edit notes with the following types of data: Activities Task Fax Phone Call Letter Appointment Service Activity Campaign Response Records Leads Opportunities Accounts Contacts Lists Competitors Campaigns Cases Contracts
NOTE: If using Microsoft CRM Outlook Client and working offline, you cannot attach files to multiple notes in succession for a single parent object. Attach each note and file separately, closing and re-opening the parent object between each attachment procedure. The Outlook Client is discussed in more detail in the Microsoft CRM Client for Outlook lesson.
Procedure: Merge Records
You can merge only customer records, limited to accounts, contacts, or leads. Also, you can only merge similar records. For example, you can merge two account records; however, you cannot merge a contact record with an account record. 1. In the Navigation Pane, click the area that you want, such as Workplace, Sales, Marketing, or Service. Note that all areas might not be available to you. 2. In the Navigation Pane, click the record type that you want. 3. Click the first record that you want, and then press CTRL key while clicking the second record that you want. 4. On the Actions toolbar, click Merge. 5. In the Merge Records dialog box, click to select the fields that you want to merge into the record. Fields that are blue will overwrite the corresponding field during the merge operation.
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6. Select the merge options: – Select all the fields in this section: Choose this option for either the master record or other record, and all fields from the chosen record are merged into the master record. Any individual field option: You can select individual field options that you want to merge. For example, if you are merging lead records you might want the master record to keep all field values except for the last name field, so you would first select the Select all the fields in this section option for the master record, and then select the Last Name option for the second record. Select all fields with data: Select this checkbox to select all fields from the master record and any fields from the other record where the master record has no value.
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7. When you are ready to merge the two records, in the Merge Records dialog box click OK. 8. Click OK, after you receive the following message: The selected records are merged and the subordinate record is deactivated. 9. Click Close.
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Demonstration: Create a Record
This demonstration shows you how to create an account record.
Scenario
An email is received from an existing customer, Metro Bike Works, indicating that they have a new location in Denver, Colorado and contact person, Michael Lange. The new location is added as an account that references the Parent account. Also, Michael is only available for telephone calls and meetings in the morning. This should be recorded in a Note.
Goals
This demonstration accomplishes the following: • • • • Locate an existing account. Add a new account for Metro Bike Works − Denver and phone number 555-1234. Add a new contact record for Michael Lange. Add a Note to the record
Steps
Follow these steps to create an Account and Contact: 1. Select Accounts. 2. Open the account Metro Bike Works. 3. On the Actions menu, select Add Related then Account.
NOTE: Selecting Add Related defaults the predefined fields from the parent record and reduces data entry.
4. In the record form, type the Account name Metro Bike Works − Denver. The telephone number is 555-1234. Add the new Contact: 5. Click the Lookup button next to Primary Contact. 6. Click New in the Look Up Records dialog box. 7. Type the name of the new contact Michael Lange.
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8. Click OK to return to the Look Up Records dialog box. Click OK again to return to the Account form. The Primary Contact is populated with the new contact name. 9. Click Save.
FIGURE 1-6: ACCOUNT FORM
Follow these steps to add a note to a record: 10. In the record form, click the Notes tab. 11. Click the Click here to enter a new note option. 12. In the note form, type the note content "Only schedule meetings in the morning."
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13. Click Save.
FIGURE 1-7: NOTE FIELD
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Customer Relationships
You can create relationships between the Account, Opportunity, and Contact entities in Microsoft CRM, in order to map the associations between your organization and your accounts, opportunities, and their contacts. Relationship roles are essentially the information about the relationship. They define the type of relationship.
Relationship Roles
Relationship roles are the definitions of how specific account, opportunity, and contact records can be related to one another in Microsoft CRM. You create relationship roles from the Relationship Roles form. This form is located in the Settings area. You give the relationship role a name, and then in a table map out the direction of a relationship. For example, a doctor can have a relationship to a patient, and a patient can have a relationship to a doctor. A doctor can also have a relationship to another doctor such as a colleague or mentor, or with both another doctor and a patient. A patient can have a relationship with a staff person in the doctor's office. These are all specific relationship roles, and you can refer to them with different names, such as "doctor-patient" or "patient-staff." In the same way, in Microsoft CRM you can create relationship roles with information about the relationship between an Account, Opportunity, or Contact entity. You can select the "direction" of the relationship, such as Account for an Account, or Account for a Contact. You do this in the table on the Relationship Role form. The following associations can be selected for a relationship role: • • • • • • Account Role for Account Account Role for Contact Account Role for Opportunity Contact Role for Account Contact Role for Contact Contact Role for Opportunity
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A relationship role can include any of these relationships, or any combination of them. This makes relationship roles a powerful tool that you can use to depict in Microsoft CRM how your organization's accounts, opportunities, and contacts are related to and among one another. For example, you can create a relationship role named Customer that is Account to Account and Account to Contact, and then use it when you want to create specific relationships between accounts and other accounts, and their contacts.
FIGURE 1-8: RELATIONSHIP ROLES
Types of Relationships
When you create relationships between accounts, opportunities, and contacts in Microsoft CRM, you can: • • Describe simple associations between customers, such as referrals. Create relationships between contacts and sub-contacts, such as a doctor's patient (a contact) with the patient's family members (subcontacts) who share the same home address and insurance information, but have individual health records. With a hierarchical relationship, you can also define the relationship for both parties involved, such as the relationship between employer and employee.
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• Create a relationship between a contact and an account without making the contact a part of the account. For example, your organization might have an account with a plumbing company that has several contractors on staff, and that also has an association with an electrician who is not an employee. View the details of the relationship from the point of view of any one of the accounts, opportunities, and contacts within that relationship. Find a customer based on the customer's relationship to another account or contact. Use a Workflow Manager workflow rule to trigger a workflow event using a workflow rule from relationships that exist between accounts, opportunities, and contacts. For more information about how to create workflow rules, see the Workflow Manager Help.
• • •
When an entity is deleted, all its relationships are also deleted. When an entity is deactivated, all relationships created while it was active continue to be available; however you cannot create relationships with a deactivated entity.
NOTE: If you are working in the Microsoft CRM Client for Outlook offline, you can create a relationship and specify the details; however you have to go online before the changes will take effect.
Procedure: Create a Relationship Role
1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, then in the Settings area click Relationship Roles. 3. On the Actions menu, click New. 4. In the Role Name box, enter a name for the relationship role. This is required.
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5. In the Role Availability section, click the circles in the table that specify in which entities the role will be available, and to which entities the role can be related. These relationships determine in which records the new role will appear. You can select any or all of the following combinations: – – – – – – Account role for Account Account role for Contact Account role for Opportunity Contact role for Account Contact role for Contact Contact role for Opportunity
6. Click Save or Save and Close.
NOTE: The Configuration Manager, a client application that runs only when a system administrator is configuring a Microsoft CRM server, creates several predefined relationship roles when Microsoft CRM Small Business Edition is being installed.
Procedure: Create a Relationship
A relationship can be created either from the List by selecting More Actions then Add Relationship, or by opening the record and selecting Relationships then New Customer Relationship. 1. In the Navigation Pane, select Sales, Marketing, or Service (depending on which command is available) and click the type of record for which you want to create a relationship. 2. From the displayed list, open the record you want. 3. On the left navigation bar, click Relationships. 4. From the Actions bar, click New Relationship. 5. Complete the information required in the Relationship dialog box. Then click OK. 6. Save the relationship, and then save the record.
NOTE: When you create a relationship between accounts and contacts, you must first add a partner before you can select a role for the customer.
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Demonstration: Customer Relationships
This demonstration shows you how to create a relationship between records.
Scenario
A CRM User finds out that the customers Travel Systems and The Cracker Box are campaign partners. This is defined in the relationships in Microsoft CRM.
Goal Description
This demonstration accomplishes the following: • • Locate a record Establish a relationship between two existing records
Steps
Follow these steps to create a Relationship: 1. In the Navigation Pane, select Accounts. 2. In the List click the Account for Travel Systems. If you do not see Travel Systems in the list, type Travel in the Look For box and click Find. 3. Select the Actions menu then Add Relationship, then Customer Relationship. 4. Select the Account The Cracker Box for Party 2. 5. Select the Role Campaign Partner for each Party. 6. Type a Description: Travel Systems contracts projects to The Cracker Box.
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7. Click Save and Close to return to the Accounts List.
FIGURE 1-9: RELATIONSHIPS
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Summary
This lesson explained the Microsoft CRM solution and the functionality available. We discussed the types of records used in Microsoft CRM. Notes and attachments can be used to track additional information.
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Test Your Knowledge
1. Which of the following are goals of a CRM system? Select all that apply. a. Acquisition and retention of customers b. Reduce the time spent on administrative tasks c. Achieving economies of scale through mass production d. Track sales related activities and revenues 2. What is the benefit of building customer value? Select all that apply. a. Charge existing customers more for the products that you sell b. Customer satisfaction c. Sell more products to existing customers d. Understand customer needs 3. Which of the following are Microsoft CRM modules? Select all that apply. a. Service Scheduling b. Marketing Automation c. Salesperson Tracking d. Tracking Quotas 4. Which are ways that Microsoft CRM is accessed? Select all that apply. a. Microsoft CRM is installed locally on each computer b. Microsoft CRM Web Client c. Microsoft Outlook d. Microsoft Office 5. Which tasks cannot be performed using the Microsoft CRM Client for Outlook? a. Create users b. System configuration c. Create records d. Delete records
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6. What is the difference between an Account and a Contact? a. Accounts are relationships with contacts. b. Accounts are relationships with organizations, contacts are with individuals. c. Accounts must have sub-accounts, contacts do not have to. d. Accounts are customer records, contacts are organization records. 7. Which of the following describe the aspects of the account and contact relationship? Select all that apply. a. A contact may be associated with an account but does not need to be. b. A contact may be associated with multiple accounts. c. A contact is not defined as a subordinate entity of an account. d. Accounts and Contacts can exist as separate, stand-alone records. 8. Which of the following should be used to create a record for a subsidiary of an existing account? a. Account b. Contact c. Subaccount d. Address 9. Which of the following is used to store additional information about a record? a. Activity b. Task c. Contact d. Note 10. In which situation is a relationship used? a. Relate a primary contact for an account b. Indicate an additional address for an account c. Relate a contact to an account d. Relate a customer to an account
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11. Relationship Roles are used with which of the following types of records? a. Account b. Contact c. Activity d. Opportunity
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Lab 1.1: Microsoft CRM Modules
In this activity you identify the Microsoft CRM module that is used to perform the specified function. Scenario Create a customer assistance policy Module a. Sales Management b. Marketing Automation c. Service Management d. Service Scheduling
Create target customer lists Service Activities calendar Manage and track communications between salespeople and customers. Plan and execute campaigns Call routing and assignment and queue management Prospect and qualify leads
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Lab 1.2: Working with Records
In this Lab you create new accounts, new contacts and contacts associated to existing accounts. Use the information in the Scenario and Tasks to complete the lab. As you perform the instructions use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix A.
Scenario
A Microsoft CRM User has established a relationship with a new account, Contoso, Ltd. and two employees at this company. Chris Ashton is the Purchasing Manager and primary contact at Contoso, Ltd.; Bobby Moore is the Service Manager. The information for the new contacts should be made available from within the account for Contoso, Ltd. The telephone number for Contoso, Ltd. is 555-4567, the company is located in Dallas, Texas. It is also known that Bobby Moore is an avid golfer and the CRM user would like to make a note of this fact.
Goal Description
Complete the following tasks in Microsoft CRM: • • Create Contoso, Ltd. as an account. Create contact records associated with the Account record for Contoso, Ltd. for the two new employees.
Access Microsoft CRM
1. Launch Microsoft Outlook. 2. Provide login credentials if prompted. 3. For purposes of this training class, use the following login credentials: User ID Password Gail Pa$$w0rd
NOTE: In the demonstration database, the "0" in the password is the number zero.
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Challenge Yourself!
Use the information in the Scenario and Goal Description to complete the lab.
Need a Little Help?
Use the information in the Scenario and Goal Description to complete the lab. Follow these steps to create the Account Record for Contoso, Ltd: 1. In the Navigation Pane, select Accounts. 2. Click New. 3. Type the Company name and the details for this account. Refer to Procedure: Create an Account, Contact, or Sub-account on page 20 for detailed steps. 4. Click Save. Create the new Contact Records: 5. Click the lookup button for Primary Contact. Click New to create a new contact record. Complete the First Name and Last Name fields for Christian Hess and click OK. 6. Click OK to return to the Account form. 7. Double-click on Christian Hess' name in the Primary Account field to complete the remaining information for his contact record. 8. Click Save and Close to close the Contact record. 9. From the actions menu select add related contact. 10. Enter the information for Bobby Moore, including the Note information. 11. Click Save and Close to close the Contact record.
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Lab 1.3: Accounts and Contacts
In this activity you determine if new records should be created as accounts, contacts or contacts associated with existing accounts. Match the record type with each scenario. Each response is used one time. Scenario A Microsoft CRM user will be working with the legal consul regarding some upcoming deals and would like to put the information for the company lawyer in the CRM system. A Microsoft CRM user has established a relationship with a new company that they have not done business with before. A Microsoft CRM user received correspondence from a new employee at an existing customer. An existing customer has a new warehouse where they would like orders shipped. Billing still is sent to the main address. Record Type a. Account b. Address c. Contact for an existing account d. Contact
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Quick Interaction: Lessons Learned
Take a moment and write down three Key Points you have learned from this chapter: 1.
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3.
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