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					Chapter 2: Microsoft CRM Client for Outlook

CHAPTER 2: MICROSOFT CRM CLIENT FOR OUTLOOK
Objectives
Actively participating during this lesson helps you: • • • • Use and identify the functionality available in the Microsoft® CRM Client for Microsoft® Outlook® Navigate within the Microsoft CRM client for Outlook user interface Understand the functionality available when working Offline and Online Create and manage Microsoft CRM records and activities in Outlook

Overview
This lesson takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.

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Microsoft CRM 3.0 Client for Outlook
Microsoft CRM 3.0 client for Microsoft Office Outlook brings Microsoft CRM into your everyday Outlook experience. If users know how to send and receive emails, look up contacts, and schedule tasks and appointments in Outlook, they find Microsoft CRM client for Outlook easy to use. Microsoft CRM takes that familiar experience and provides almost all of the powerful sales, marketing, and customer service features that Microsoft CRM offers. Users can use Microsoft CRM client for Outlook to accomplish your dayto-day activities without leaving the familiar environment of Outlook. Users can perform most of the same sales, marketing, and customer services in the Microsoft CRM 3.0 client for Microsoft Office Outlook that you can in Microsoft CRM, including working with accounts, contacts, and campaigns. The Microsoft CRM address book gives you access to all the addresses for your Microsoft CRM customers. Users can do almost anything you ordinarily would, except for administrative tasks such as creating users and configuring the Microsoft CRM system.

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Scenario
Situation
Adventure Works Cycle has a many users who regularly visit prospects regarding potential sales opportunities, service related issues, and who also discover potential marketing opportunities for Adventure Works Cycle. These users need to be able to gain full access to Microsoft CRM without ever having to load the Web Client application.

Goal
Adventure Works Cycle is about to implement Microsoft CRM. The Microsoft CRM Client for Outlook enables these users to access customer data through the Microsoft Outlook e-mail and messaging client, both offline and online. Working within the familiar Outlook environment users manage Microsoft CRM tasks, e-mail, contacts, opportunities, and accounts; maintain all customer communications; track appointments; and access product details, competitive information, and sales literature. If a user makes changes to data while working offline in Outlook − for example, while updating a quote for a customer − the new information will synchronize with the Microsoft CRM server the next time the user is online.

FIGURE 2-1: THE OUTLOOK CLIENT

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FIGURE 2-2: THE WEB CLIENT

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Microsoft CRM Client for Outlook, and Web Client Personal Options
The Set Personal Options dialog has a setting that enables the creation of CRM records. A user can set which types of records can or cannot create records in the Outlook default folders. Microsoft CRM Client for Outlook users can specify which records are created in the Outlook default folders. Note: Personal Options is also available in the CRM Web Client.

Saving Outlook records as Microsoft CRM records
Using Microsoft CRM client for Outlook, you can save individual Outlook messages, tasks, and appointments as Microsoft CRM activities. You can also set an option so that all incoming e-mail that is related to a Microsoft CRM record will be saved as a Microsoft CRM activity. You can also save • • • A contact from Outlook to Microsoft CRM Promote a single e-mail message from Outlook to Microsoft CRM Promote all incoming e-mail into Microsoft CRM e-mail activities

Procedure: Promoting a Single E-Mail Message from Outlook to Microsoft CRM
1. In your Outlook Inbox folder, select the message you want to add to Microsoft CRM. In this version of Microsoft CRM, promoting messages from the Sent folder is not supported. If you attempt to promote a message from the Sent folder, the action may not be successful. 2. On the CRM toolbar, click Promote E-Mail to CRM Activity. 3. The promoted message appears as an e-mail activity on the Activities page in Microsoft CRM.

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Procedure: Convert All Incoming E-mail into Microsoft CRM E-mail Activities
1. In Microsoft CRM, on the Tools menu, click Options. 2. In the Options dialog box, on the Activities tab, in the Convert incoming e-mail section, select: 3. To convert all the e-mail you receive into Microsoft CRM activities All incoming e-mail. - OR 4. To convert only e-mail that originated as a Microsoft CRM activity Only e-mail about existing Microsoft CRM records. 5. Click OK.

Synchronizing and Uploading Information
Whenever you go offline, data is synchronized between Microsoft CRM and Microsoft CRM Client for Outlook (the Outlook client) to ensure that you have access to the latest data on your computer. For more information on working offline or online, see the 'Working Online and Offline' section in this lesson. Whenever you go back online, the changes you've made to your local records are uploaded to the Microsoft CRM database. You can update your Microsoft CRM information by connecting to the Microsoft CRM server either back at the office where you have high-speed network access (high bandwidth), or through a dial-up modem account. • • This feature allows for the users to view up to date CRM data in their Outlook folders. Users should be able to specify the time intervals based on which their Microsoft CRM objects should receive updates from the Microsoft CRM server. Scheduled synchronization will help the Outlook users to focus on their task instead of worry about not having up to date CRM data in their working Outlook folders.

•

Synchronizing data can take an extended period of time the first time it is done, so you might want to plan this activity accordingly.

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Procedure: Synchronizing Data
1. In Microsoft CRM client for Outlook on the CRM menu, click Synchronize Outlook with CRM. 2. In the Synchronizing Microsoft CRM Data dialog box, click Details to view the progress of the synchronization. You can view information on the following tabs: 3. Tasks. This tab displays information about the number of records and activities that are being synchronized. 4. Errors. This tab displays an explanation of any errors that occur during the synchronization process, so that you can correct them.

Outlook Schedulable Synchronization
The Outlook schedulable synchronization enables the Outlook users to view their CRM items in Outlook folders without the need for manual sync or going offline. This is done in a timely manner and as they receive updates on the CRM server.

Synchronizing Contacts, Tasks and Calendar Items
Contacts, tasks, and calendar items created in Microsoft CRM client for Outlook are linked to Microsoft CRM records so that changes you make in one application automatically update the appropriate records in the other. After this is done, if you have set up your contact options accordingly, Microsoft CRM copies all your new contacts from the Microsoft CRM server into your Outlook Contacts folder.
NOTE: We recommend that you run the synchronization process for the first time immediately after Microsoft CRM is installed. NOTE: Using the default Outlook icons, create Outlook-only records. This can be useful for tracking personal contacts, appointments, and tasks separately from the CRM database.

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Demonstration: Synchronizing CRM Data
This demonstration illustrates how to synchronize data in Microsoft CRM.

Scenario
The Microsoft CRM user has just updated the contact record for Convenient Bike Shop when offline. Another user modified that same record this morning. When the user who is updating records offline synchronizes with the CRM Server this afternoon, the changes will overwrite the changes of the user who is working online, even though the changes are older as the sync time is considered to be the change time. If the user changes different records, at the same time, then both changes would be saved.

Goal Description
The Microsoft CRM user will create a contact record for Convenient Bike Shop while working in the Microsoft CRM Client for Microsoft Outlook. As soon as the record is created, the user will synchronize to make sure that there are no conflicts.

Steps
1. Start the Microsoft CRM Client for Outlook. Log on as Roger Van Houten User ID: Roger Password: Pa$$w0rd. 2. In Microsoft CRM client for Outlook on the CRM menu, click Sales, Marketing or Service (whichever module is applicable), and then click Contacts, New. 3. Enter your First Name, Last Name and Business Phone number into the form, to create the new contact record for Convenient Bike Shop. 4. Save and Close the form. 5. In Microsoft CRM client for Outlook on the CRM menu, click Synchronize Outlook with CRM.

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6. In the Synchronizing Microsoft CRM Data dialog box, click Details to view the progress of the synchronization.

FIGURE 2-3: MICROSOFT CRM MENU

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Working Offline or Online
Even without a network connection, you can work on your contacts and accounts in Microsoft CRM the same way as if you were online.

Offline
When you go offline, a copy of a selected subset of Microsoft CRM data is copied to your local computer, and any changes you make to this data while working offline is saved to this copy. • • While working offline, you can enter new information, such as contacts, opportunities, leads, and activities, and save your changes. If you view your changed records later, before going online and synchronizing your data, the information you see will reflect the changes that you've made. When you go back online, your changes, along with the changes other users have made to the server data, are synchronized. Up to 2 gigabytes of data can be stored on your local hard drive. Data filters define which records are taken offline. You can use a set of predefined filters, such as My Active Accounts, My Active Cases, and My Recent Activities or You can define your own set of data, in the dialog box using the same filtering methods that are common throughout Microsoft CRM.

• • • •

NOTE: MSDE Database has a 2 gigabyte storage limit.

Laptop client and Desktop client
There are two versions of the Microsoft CRM client for Outlook: • • The Microsoft CRM 3.0 laptop client for Microsoft Office Outlook The Microsoft CRM 3.0 desktop client for Microsoft Office Outlook

The laptop client allows you to take your computer offline. The desktop client cannot be taken offline, but allows more than one user to install and use the Microsoft CRM client for Outlook on the same computer. Highlights of the desktop functionality are: • • • New online-only, multi-user client Intended for computers that never go offline Enables multiple installations of the client on the same computer, for example, shift workers sharing a desktop machine

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• • • • Installation does not install the MSDE database or the local web server No local (offline) platform Always online, so that no CRM synchronization is required Manual Outlook synchronization

NOTE: In earlier versions of CRM, a Microsoft CRM client for Outlook installation could only be used by a single CRM user on any one computer.

The new online Microsoft CRM desktop client for Outlook was developed in response to customer requests for multiple user support that enables two scenarios: • • Multiple serial users on a shared workstation Multiple concurrent users for centralized applications servers

If you install the Microsoft CRM 3.0 laptop client for Microsoft Office Outlook, you have the option of working offline with Microsoft CRM data when you are not connected to the Microsoft CRM server. You can only connect to the Microsoft CRM server over a Wide Area Network (WAN) with a Virtual Private Network (VPN). Before you go offline, you can select a subset of Microsoft CRM data and copy it to your local computer. • • Any changes you make to this data when you work offline are saved to this local copy of your data. For example, instead of taking the whole database with you, you can choose to copy only your active accounts for the state of Washington. These local data groups can be reset every time that you go offline and give you the flexibility to download only the data you need. This speeds up synchronization with the Microsoft CRM server when you go offline and also when you go back online. However, if you chose to remove large amounts of data from your local copy, this can cause a longer synchronization.

• • •

When you work offline you can enter new information such as contacts, opportunities, leads, and activities. You can also save your changes. If you view edited records later, before you go online and synchronize your data, the information that you see reflects the changes that you've made.

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You can work in many of the same areas you ordinarily work in when you are online. The exceptions to these areas are: • • • • • • • System administration System configuration Managing Service Activities Managing services Service Calendar and Workplace Calendar Editing Editing or managing sales literature

Online
When you are online, Microsoft Office Outlook and Microsoft CRM client for Outlook are constantly synchronizing updates. While you are online Microsoft CRM client for Outlook and Microsoft CRM synchronize every 15 minutes. You or your system administrator can set a different or more frequent interval. When you go online and offline, Microsoft CRM client for Outlook synchronizes automatically.
NOTE: When you run a synchronization process, Microsoft CRM overwrites existing information without verifying or comparing the "last saved" date. This means if you changed a record a week ago, and someone else changed that same record earlier today, if you run synchronization in the afternoon, your changes will overwrite the other person's even though your changes are older. If, however, you and another user change different data, both changes will be saved. For example, if you have a customer named Jeff Smith, and you change his first name to John, and another user changes his last name to Rodman, when you both synchronize your data, the customer's name will be John Rodman.

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Creating and Deleting Records in Microsoft CRM Client for Outlook
There are several ways to create new records and activities using the Outlook client:

Outlook Toolbar Buttons and Menus
Use the familiar buttons and menus in Outlook to create new contacts, tasks, appointments, and e-mail messages that use the familiar Outlook forms. Click Track in Microsoft CRM to create a record or activity in Microsoft CRM. Records that the user tracks are linked and updates to the record in Outlook are updated in Microsoft CRM and vice versa. Click View in Microsoft CRM and the corresponding Microsoft CRM record or activity opens. After the e-mail is saved as a Microsoft CRM e-mail activity, the saved messages can be accessed by anyone who has access to the users' activities in Microsoft CRM.

Microsoft CRM Toolbar
Use the Microsoft CRM toolbar to create new activities and records; search for records by clicking Advanced Find; and link Outlook e-mails messages, tasks, appointments, and contacts to Microsoft CRM records. Users can also open Microsoft CRM online Help from this toolbar. If using the Microsoft CRM 3.0 laptop client for Microsoft Office Outlook, users can go online and offline.

CRM Menu
Use the CRM menu to create new activities and records, open the Microsoft CRM activity areas, and search for records with Advanced Find. Open Advanced Find and Microsoft CRM online Help from this menu. If the user is working in the Microsoft CRM 3.0 laptop client for Microsoft Office Outlook, the user can take data offline. From this menu, users can define what data is taken offline, initiate synchronization, and go online or offline.

Microsoft CRM Mail Folders
Use the Microsoft CRM folders to create and access records in Outlook and Microsoft CRM that use the Microsoft CRM activity forms. All records created while the user is offline are synchronized to the Microsoft CRM server when you go online. This method gives users other conveniences, such as access to e-mail templates.

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Deleting Records and Activities
.When the Microsoft CRM client for Outlook and Microsoft CRM synchronize (usually every 15 minutes), records that you delete in Microsoft CRM client for Outlook are also deleted in Microsoft CRM, with the following exceptions. • If a contact is deleted in Outlook and the contact is not owned by you, the contact is deleted in Microsoft CRM and Microsoft CRM client for Outlook. If a contact is deleted in Outlook and is owned by you, the contact is not deleted in Microsoft CRM or Microsoft CRM client for Outlook, but the link is broken and the record is not updated or recreated in Outlook. If a contact is deleted in Microsoft CRM or Microsoft CRM client for Outlook and the contact is owned by you, it is not deleted in Outlook, but the link is broken and the record is not updated. When you delete an e-mail message, a contact, a completed task, or a past appointment or service activity in Outlook, it is not deleted in Microsoft CRM, but the link is broken. However, if you delete a pending (incomplete) task or future appointment in Outlook, it is also deleted in Microsoft CRM.

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•

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Searching for CRM Data
Because Microsoft CRM Client for Outlook records can co-exist between the two applications, you should understand how to find the appropriate records within both applications and to understand the affect of where a record is stored as soon as it is created. The following table illustrates how Microsoft CRM e-mails messages, tasks, appointments, and contact maps to their associated record types in Microsoft CRM Client for Outlook. Microsoft CRM CRM e-mail activity CRM task activity CRM appointment activity CRM contact CRM phone call activity CRM fax activity and all other records Outlook Outlook e-mail Outlook task Outlook appointment/meeting Outlook contact Does not Map to Outlook and Will not Appear in Outlook / Outlook Folders

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Online Services Folder
The Microsoft CRM shortcuts on the Outlook Bar include a folder named Online Services. Selecting one of the options in the Online Services Folder opens Microsoft CRM Web client in a separate window and displays content that is not available through the Outlook Client, such as Reports.

E-mail Management in Microsoft CRM Client for Outlook
When you use the Microsoft CRM client for Outlook, all the e-mail you receive arrives in your Outlook Inbox, and only e-mail that originated as a Microsoft CRM e-mail activity (that is, a response to e-mail you send from Microsoft CRM), or that is marked as tracked in Microsoft CRM, arrives in the Microsoft CRM Activities area. If you prefer, you can: • • Convert all incoming e-mail into Microsoft CRM e-mail activities. Convert only e-mail that originated in Microsoft CRM (that is, email sent in response to a Microsoft CRM e-mail activity) into Microsoft CRM e-mail activities.

If you choose not to convert all incoming e-mail, you can manually track individual e-mail messages in Outlook as an e-mail activity in Microsoft CRM. Note, however, that if you convert all your e-mail into Microsoft CRM e-mail activities, they will be accessible to anyone who has access to your activities. Also, when you promote an e-mail message with attachments to a Microsoft CRM activity, the attachments are also included in the conversion. If you do not want these attachments to be available to other users, delete them from the e-mail activity.

Sending and Replying to E-Mail Messages
You can send e-mail messages to anyone. Microsoft CRM e-mail activities are only created for active account, lead, queue, or user in Microsoft CRM. You can select active Microsoft CRM contacts with e-mail addresses from the Microsoft CRM address book, which is installed automatically when you install the Microsoft CRM client for Outlook. You cannot send an e-mail message to a recipient and track it, unless there is a Microsoft CRM client for Outlook record (lead, opportunity, account, contact, or user) for the recipient. • When you send, reply, or forward an e-mail that is tracked as a Microsoft CRM e-mail activity, a closed activity is created for each account and contact referenced. The only update you can make to the e-mail message is to link it to a Microsoft CRM record. If one has not already been selected you can select a record with the Regarding button.

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• Your organization can choose to create duplicate messages, when you send an e-mail message to an internal user, Outlook will create two separate e-mail activities. These activities will appear to be duplicates; however, one is a "sent" e-mail activity from you, and the other is a "received" e-mail activity to the internal recipient. When you send an e-mail message to a queue, it appears in the queue folder labeled In Progress.

Creating Mail Merge documents
The Mail Merge functionality available in the Microsoft CRM client for Outlook lets users send individualized letters to Microsoft Contacts or Customers. Mail merge integrates Microsoft CRM 3.0 client for Microsoft Office Outlook and Microsoft CRM with Microsoft Word so that you can create documents that are filled with Microsoft CRM data, so that you can use these familiar applications to send. The mail merge function enables Outlook client users to: • • • Create new templates or use an existing one to generate form letters. Send form letters to contacts. Resend old letters to new recipients.

Communication Preferences
If any one of the selected recipients has a communication preference set to "Not Allow Mail" or "Not Allow e-mail", you receive the following message: • "Some recipients have indicated that they do not want to be contacted in this manner. Would you still like to include them anyway?" If you select YES, the recipient will be included in the recipient set.

•

NOTE: After the mail merge process is complete, activities differ depending upon the following versions: - Microsoft® Word 2002 or Microsoft Word 2003 - Microsoft Word 2000 or earlier With Word 2002 and 2003 applications, Microsoft CRM creates an activity and saves it to the Microsoft CRM database. If you are using Microsoft Word 2000 or earlier, no activity is created. NOTE: When working with activities, note the following. - Mail merge does not work with customized fields. - Because Microsoft CRM is a Web application, the mail merge process runs on one list page at a time. If your records list has several pages, you have to repeat the process for each list page of records.

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Procedure: Creating a Mail Merge Document Using Microsoft Word
1. Start the Microsoft CRM Outlook Client. 2. In the Outlook Navigation Pane, under Microsoft CRM, expand Workplace, expand Customers, and then click Contacts or Accounts. 3. In the contacts or accounts list, select two or more records to add to the mail-merge recipient list. 4. On the Actions bar, click More Actions, and then click Mail Merge. 5. In the Mail Merge dialog box, select the type of document you want to use. The following options are available: – – – – – – – Template letter. Use for letters with generic text already in the letter. Template E-mail. Use for e-mail messages with generic text already in the message. Blank Letter. Use for a blank letter with no existing text. Blank E-mail. Use for a blank message with no existing text. Envelopes. Use for labeling envelopes. Mailing labels. Use for creating standard commercial mailing labels or custom labels. New Document from Existing Document. Use for an existing letter, e-mail, or other document.

6. Click OK. Outlook automatically opens Microsoft Word. 7. In Microsoft Word, on the Tools menu, point to Letters and Mailings, and then click Mail Merge. If you are using Microsoft Word 2000 or later, the Mail Merge task pane starts automatically and you do not need to perform this step. 8. Follow the instructions provided by the pane. For more information, see Microsoft Word Help documentation.

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Summary
Microsoft CRM provides a more unified view of a customer. Users can provide better customer experiences and do their jobs more effectively by being able to speak knowledgably with one voice. The Microsoft CRM client for Outlook also provides a Microsoft CRM user with access to Microsoft CRM as they travel, work away from the office, or work in the office. Users can have Microsoft CRM data available on a computer that is disconnected or when connected to the Microsoft CRM server.

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Test Your Knowledge
1. What tool does the Outlook Client not provide for managing data for sales automation? a. Microsoft CRM contacts management b. Editing or managing sales literature c. Task management d. Appointments management 2. Which of the following items created in Microsoft CRM client for Outlook are linked to Microsoft CRM? a. Cases b. Contracts c. Business Units d. Accounts 3. Which record types is the only one listed below that cannot be edited offline in the Outlook Client? a. Knowledge Base b. Accounts c. Cases d. Contracts 4. Which CRM activities do NOT map to an Outlook activity? a. Tasks b. Appointments c. Faxes d. Emails 5. What is not a type of synchronization available? a. Schedulable b. Replicatable c. Manual d. Automatic

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6. Which record types can use the Mail Merge function in the Sales for outlook client? a. Contacts and Accounts b. Contacts and Leads c. Accounts and Leads d. Leads and Users 7. Where is the Mail Merge command found in the Outlook Client? a. Workplace Actions Menu b. Accounts Actions Menu c. Workplace More Actions Menu d. Accounts More Actions Menu

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Lab 2.1 − Synchronization in the Microsoft CRM Client for Microsoft Outlook
Company: Adventure Works Cycle Corporation

Introduction
In this Lab you perform offline and online synchronization in Microsoft CRM. 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 B.

Scenario
Adventure Works Cycle has several Microsoft CRM users who are leaving the office to attend a trade show in San Diego, California. They would like to be assured that they have all appropriate CRM records available to them while they are traveling. Before leaving the office, they need to take The Microsoft CRM client for Outlook Client offline.

Goal Description
One of these users must update the Contact record for Ranjit Varkey Chudukatil with the Great Bicycle Shop. When the user returns to the office, they would like to make sure any changes made while in San Diego are now available them.

Challenge Yourself!
Using the information below, update the contact information for Ranjit Varkey Chudukatil with the Great Bicycle Shop, and then set synchronization options for the automatic synchronization with Outlook, and synchronize the CRM items in your outlook folders every twenty minutes, and then Synchronize Outlook with CRM. Start the Microsoft CRM Client for Outlook. Log on as the System Administrator Login Username Password Address Name Street 1 City crmadmin Pa$$w0rd MAIN STORE 3456 SE 272nd St Kent

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State/Province Zip/Postal Code Address Type

WA 20939 Primary

Need a Little Help?
Start the Microsoft CRM Client for Outlook. Log on as System Administrator for the purposes of this lab. Login Username Password crmadmin Pa$$w0rd

1. Update Ranjit Varkey Chudukatil's contact record with the information in the following table. Save and close the contact record when finished. Address Name Street 1 City State/Province Zip/Postal Code Address Type MAIN STORE 3456 SE 272nd St Kent WA 20939 Primary

2. Navigate to Options, Set Personal Options, and change the Synchronization settings. 3. Navigate to the CRM toolbar, and select, Synchronize Microsoft Outlook with CRM.

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Quick Interaction: Lessons Learned
Take a moment to write down three Key Points you have learned from this lesson: 1.

2.

3.

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Description: Microsoft CRM 3.0 Sales - 8521A