Microsoft CRM 3.0 Sales - 8521A_C by djarian

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									Appendix C: Microsoft CRM Web Client

APPENDIX C: MICROSOFT CRM WEB CLIENT
Objectives
Actively participating during this chapter helps you: • • • Log on to Microsoft® CRM Web Client and customize the view for a particular individual or role Create Email template and send an e-mail to a group of customers Understand the types of customizations available for Microsoft CRM

Overview
This chapter describes how to use the Microsoft CRM Web Client. Microsoft CRM can be accessed using Microsoft® Outlook® or the Web Client. The Web Client can be personalized for each user. Customization options are also available for the web client.

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Using the Microsoft CRM Web Client
Microsoft CRM is a Web-based application that resides on a server at your business. Your administrator can provide the Web address for the location of the application. Type this address in your Web browser to open Microsoft CRM. Microsoft CRM can also be accessed through Microsoft Outlook, using the Microsoft CRM Outlook client.

Login to Microsoft CRM
Launch Microsoft CRM and use the information in the table to log in to the demonstration system as the appropriate user for your particular job role. Role or Module User ID Password Marketing Automation Patricia Pa$$w0rd Sales Management Gail Service Service Management Scheduling Ryan Ryan

Pa$$w0rd

Pa$$w0rd

Pa$$w0rd

NOTE: In the demonstration database, the "0" in the password is the number zero.

When Microsoft CRM is opened, the Workplace displays. The Workplace can be customized for each type of user in Microsoft CRM depending on the role such as Sales, Marketing, or Service. The user can select the modules used most often and display them in the Navigation Pane.

FIGURE C-1: MICROSOFT CRM WORKPLACE

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Though the Microsoft CRM application is browser-based and behaves as an application within a web-based format, it does not use the Microsoft® Internet Explorer Toolbars and buttons.

Configuring Personal Options and Views
Every user has the option of configuring their personal workspace within Microsoft CRM. By clicking Options on the Tools menu, a user can set workplace, activity, e-mail templates, and general options. The changes made on these tabs only affect the way Microsoft CRM behaves for that particular user ID and have no impact on other users.

Procedure: Set Personal Options with Microsoft CRM
NOTE: For more information regarding each setting, refer to the On Line Help for Setting Personal Options.

1. On the Tools menu, click Options. The Options dialog box appears with four tabs: General, Workplace, Activities, and E-mail Templates. 2. Click the General options tab to specify the following: – – – – Set your default Panes Specify the number of records per page to display in a list view Select a view for Advanced Find Set local time zone

3. Workplace options: Select the modules to display in the Workplace area. 4. Click the Activities tab to specify the following: – – – Select the default view for your calendar Set working hours Set the option for converting incoming e-mail into Microsoft CRM e-mail activities

5. E-mail Template options: – – Create personal e-mail templates Edit and delete existing e-mail templates

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Demonstration: Set Personal Options
This demonstration shows how to set the personal options for a typical sales role.

Scenario
The users of each particular module (Sales, Marketing Automation, and Service) can have the appropriate module default. The corporate manager uses the Workplace as the default and displays all of the modules to quickly gain access to information regarding sales, service, scheduling or marketing campaigns. The manager also likes the main page to default to the list of contacts. The Manager prefers the Weekly calendar view and has working hours of 9:00 AM to 6:00 PM and tracks all e-mail in Microsoft CRM. .

Goals
This demonstration accomplishes the following: • • • • • • Set the Workplace as the default. Default the Contacts in the Sub-Area Display the Sales, Marketing, Service, and Service Scheduling modules Set the calendar to Weekly Set working hours Set to track all e-mail in Microsoft CRM

Steps
Follow these steps to change the settings: 1. On the Tools menu, click Options. The Options dialog box appears with four tabs: General, Workplace, Activities, and E-mail Templates. The General options tab displays. 2. In the Default Pane select Workplace. 3. Click the Workplace tab. 4. Check the Sales, Marketing Automation, and Service modules. 5. Click the Activities tab.

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6. In the Default Calendar field select Week. 7. Set the Start Time to 9:00 AM. 8. Set the End Time to 6:00 PM. 9. Click the Track all E-mail option for E-mail Tracking. 10. Click OK.

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E-mail Templates (Web Client)
NOTE: This section explains how to create e-mail messages in the Microsoft CRM Web client. If you are using the Microsoft CRM Outlook Client, e-mail is sent directly from Outlook.

The ability to send and receive e-mails through Microsoft CRM is provided by the CRM Exchange Connector. The Exchange Connector creates a link between Microsoft CRM and Microsoft® Exchange 2003. This allows Microsoft CRM users to send and receive e-mail messages that are automatically logged as Microsoft CRM E-mail Activity records. Each e-mail Activity record in the CRM database contains not only the content of the e-mail, but also the relationships with other Microsoft CRM records such as Opportunities, Cases, Accounts, and Contacts. The subject line of every out bound CRM e-mail is assigned a unique identifier, called a Global Unique Identifier (GUID). The Exchange Connector checks inbound e-mail for this identifier and uses it to associate inbound e-mail with the original record. The e-mail functionality in Microsoft CRM provides the following: • Create and preview e-mail messages from within activities. These messages can be sent to customers and other internal users, or saved as a draft for future editing. Associate e-mail messages with opportunities, contacts, or accounts. Receive, read, reply, forward, and attach files to e-mail messages. Select the record from which the e-mail is sent. Use e-mail templates to create messages. Determine when the e-mail message should be sent. Receive e-mail in Microsoft® Outlook or in Microsoft CRM as a CLOSED e-mail activity.

• • • • • •

Procedure: View, Create and Modify Personal E-mail Templates
1. Do one of the following: a. To work with organization templates: o o In the Navigation Pane click Settings. Under Settings, click Settings. Then, in the Settings area click Templates and then click E-mail Templates.

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b. To work with personal templates: o On the Tools menu, click Options, and then click the Email Templates tab.

2. On the Actions toolbar, click New. 3. In the E-mail Template Type dialog box, in the Template Type list, select the type, and then click OK. The template is available either globally or for a selected record type, such as a lead or opportunity. 4. On the form, you must enter the following information: – – – – Title: Enter a meaningful and descriptive title for the template. The title displays in the list of templates. Subject: Enter the subject of the e-mail message created with this template. This appears in the e-mail message. You can enter a description of the template. Enter the text you want to send in this message. You can insert data fields to display information from Microsoft CRM records. To include data fields: o o o Click Insert/Update. Click Add and select the type of record and specific field and click OK. In the Data Field Values dialog box, select the record type and click OK to insert the field into the message.

5. Click Save or Save and Close. If you want multiple data fields to appear on your template, each data field must be added individually. For example, to create data fields for the first name and last name, perform step 4 for each record, once to create a data field for the first name, and again to create a data field for the last name. If you add multiple data fields at once, Microsoft CRM automatically adds a semicolon (;) between each data field and treats it as an EITHER...OR. Using the example of first name and last name, Microsoft CRM looks for a first name and if one is available, displays it. If a first name is not available, Microsoft CRM then looks for a last name and displays it. Both names do not display.

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Demonstration: E-mail Templates
This demonstration shows how to create and send an email template.

Scenario
The Sales Representative would like to send an e-mail to all customers that have not placed orders in the past six months.

Goals
This demonstration accomplishes the following: • • • Create an email template Locate Customers that have not placed recent orders Send an email to a group of customers

Steps
Follow these steps to create a new e-mail template: 1. On the Tools menu, click Options. 2. In the Set Personal Options dialog box, click the E-mail Templates tab. 3. On the Actions bar, click New. 4. Select the Account Template Type. 5. Type the text and details for the template. 6. Include the first name of the customer: – – – Click Insert/Update. Click Add and select Contact for the Record Type and First Name for the field and click OK. In the Data Field Values dialog box, select the Contact: First Name record type and click OK to insert the field into the message.

7. Click Save. 8. Close the e-mail Template window.

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9. Click OK to return to the List view.

FIGURE C-2: E-MAIL TEMPLATE

Follow these steps to locate customers that have not placed orders recently: 10. Click Accounts. 11. Select the View option Accounts: No Orders in Last 6 Months. 12. Check the Selection box in the upper left corner of the Account list to select all of the items displayed. Follow these steps to send email: 13. Click the Direct E-mail icon. 14. Under Account Templates, select the Sale Items Notice. Verify the correct item by the description on the right side. 15. Select the Selected records on current page option. 16. Click Send.

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Requesting Customizations
There are many ways you can customize Microsoft CRM that only affect how it works on your computer. Additionally, there are many ways that users with the system administrator role or a manager role can customize Microsoft CRM to match your business. Typically, the system administrator role is assigned to system administrators or those responsible for creating and maintaining forms for users across a department or the entire organization. If as you use Microsoft CRM, you discover that it does not match the requirements of your position, request needed changes. The following list summarizes the areas that your system administrator or manager can modify: • • Customize the names of record types to match the names you use in your business. Add or remove fields from Microsoft CRM; add, remove, and reorganize fields on forms; change field labels; and change list values. Define the report parameters: – – – – – – – – • • • • • Define current report categories Create new report categories Define where reports appear in Microsoft CRM Change report names and descriptions Delete unused reports Add new reports Define who has access to use reports Define who has access to administer reports

•

Modify the roles and privileges for your account to define which data and actions you have access to. Set the searchable fields for Quick Find and how the results are displayed. Specify the fields available when creating an Advanced Find query, and the default columns that appear in the results. Set up sales teams and territories and service queues. Create standardized processes for your department. For example, creating an activity for all opportunities with revenue over a certain amount, or notifying a person when the status of a record changes.

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Summary
This lesson shows how to use the Microsoft CRM Web Client and set default options for each user. The Web Client can be used to send e-mail to groups of customers. This lesson also describes the customization capabilities available in Microsoft CRM.

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Test Your Knowledge
1. What action needs to be taken to log onto Microsoft CRM web access? a. Provide SQL authentication b. Enter the server name as a web site c. Provide Active Directory authentication d. Provide specialized user id/password information 2. How is the default Workplace set for a user? a. By the administrator b. By the user, on the Tools | Options menu c. Automatically, based on the user role d. Automatically, based on the organizational unit 3. Who can create Email Templates? a. SQL administrator b. Microsoft CRM administrator c. Any user d. Sales Managers 4. How are emails that are created by templates and sent by Microsoft CRM to a Contact logged in the system? a. As Outlook Sent items b. As closed CRM Activities connected to a Contact c. As open CRM Activities connected to a Contact d. As closed CRM Activities connected to the User who send them 5. What level of customization can be performed by the User? a. Homepage customization b. Deleting unused reports c. Specify the fields displayed by an Advanced Find query d. Set up Sales Teams

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6. Which of the following customizations cannot be performed by the System Administrator or manager? a. Delete unused reports b. Modify roles and privileges c. Change the organization name d. Create standardized processes for a department

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