Microsoft Dynamics CRM - Customization and Configuration Training Online Course - Little Logic - the course is provided in USA, Australia, Canada, Europe, UK, UAE and Saudi Arabia
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WHAT IS MICROSOFT DYNAMICS
Microsoft Dynamics is a line of enterprise resource planning (ERP) and customer
relationship management (CRM) software applications. Microsoft Dynamics
applications are delivered through a network of reselling partners who provide
specialized services.
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ABOUT MICROSOFT DYNAMICS ERP
Microsoft Dynamics ERP is a family of enterprise resource planning products
primarily geared toward midsize organizations as well as subsidiaries and
divisions of larger organizations. Microsoft Dynamics ERP includes four primary
products:
Microsoft Dynamics AX (formerly Axapta)
Microsoft Dynamics GP (formerly Great Plains Software)
Microsoft Dynamics NAV (formerly Navision)
Microsoft Dynamics SL (formerly Solomon IV)
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ABOUT MICROSOFT DYNAMICS CRM
Microsoft Dynamics CRM is a customer relationship management application
from Microsoft that provides sales, service, and marketing capabilities.
Microsoft Dynamics CRM is sold as on-premises software or as a software as
a service offering called Microsoft Dynamics CRM Online.
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PROCESSES
One of the key features of Microsoft Dynamics CRM is that it makes it easy to
create automated business processes. The feature, called (unsurprisingly)
„Processes‟, enables any user that‟s been assigned permission (these are
usually system administrators), to quickly build these processes and tailor them
to your business requirements. This powerful functionality has the flexibility to
enable users to tightly fit the software to the way your business works. With
some other CRM software solutions, creating processes of a similar level may
need significant development work or a „plug-in‟ application.
The Microsoft Dynamics CRM Processes feature allows you to create two
different types of process:
„Workflows‟
„Dialogues‟
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WORKFLOWS
Let‟s say a user in Marketing enters a new lead or enquiry, and assigns the lead
to a user in Sales. A workflow could trigger an email to the Sales user to tell them
that a new lead has been created and assigned to them, and provide them with a
summary of the lead details. It could also create an activity, such as a phone call,
for them to follow the lead up. If they haven‟t completed the follow up in say, 6
hours, the workflow could then send a reminder email to them, or their manager,
or even reassign the lead to another staff member. Workflows run
asynchronously.
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DIALOGUES
The other type of process in Microsoft Dynamics CRM is Dialogues. Dialogues
are a great tool for things like approval procedures, getting feedback, or creating
call scripts for customer service, support, telesales, or telemarketing. They allow
you to define a set of steps to follow, answers to give or actions to take when
communicating with your customers, depending on their response. This ensures
consistency, reduces training and improves efficiency when talking to customers
or contacts.
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IMPORTING DATA
Data import lets you upload data from various customer relationship
management systems and data sources into Microsoft Dynamics CRM.
You can import data into standard and customized attributes of most
business and custom entities. You can also include related data, such as
notes and attachments.
Microsoft Dynamics CRM includes a Web application tool called Import
Data Wizard. You use this tool to import data records from one or more
comma-separated values (.csv), XML Spreadsheet 2003 (.xml), or text
files.
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IMPORTING RECORDS INTO AN ENTITY
This is the most widely used feature of the data import. As a best practice,
always start from downloaded template. This will save you time and
headaches. This is available in Settings / Data Management / Templates For
Data Import.
The process is very simple. Once you download the template, use excel to
add data or copy the data from other excel files. In additional to all the column
field names, the data template will have field length/type and the description of
the fields.
After saving it as a .xml or .csv use the data import wizard to import your new
file.
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IMPORTING RECORDS INTO AN ENTITY (CONT.)
There are a couple things to keep in mind:
There is an “out of the box” limit of 8 MB per file.
This will import new data and will NOT update existing data as we have
nothing to match on.
Relationships can be imported, but there has to be a perfect match with the
related entity. For example, if importing contacts, the parent customer has to
match the account name exactly and there can be only one. Just like
highlander.
You can import .zip, .csv, .txt, and even .zip with multiple csv files in it. The 8
MB limit applies to each individual file.
The duplicate detection will prevent duplicates from being created by skipping
rows that trigger a duplicate detection rule.
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DETECTING DUPLICATE DATA
In Microsoft Dynamics CRM, duplicate detection lets organizations set
duplicate detection policies and create duplicate detection rules for
business and custom entities. These rules can be applied across
different record types. For example, an organization may define that a
lead is a duplicate of a contact, if they have the same name and phone
number. Based on the duplicate detection rules set by the administrator,
the system alerts the user about potential duplicates when the user tries
to create new records or update existing records. To maintain data
quality, you can schedule a duplicate detection job to check for
duplicates for all records that match a certain criteria. You can clean the
data by deleting, deactivating, or merging the duplicates reported by a
duplicate detection job.
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DETECTING DUPLICATE DATA (CONT.)
To detect duplicates in the system, create a duplicate detection rule for a
specific entity type. A duplicate detection rule is represented by the duplicate
rule (Duplicate Rule) entity. You can create multiple detection rules for the
same entity type. However, you can publish a maximum of five duplicate
detection rules per entity type at one time.
A rule can have one or more duplicate detection rule conditions that are
represented by the duplicate rule condition (Duplicate Rule Condition) entity.
The conditions are combined by the system as in logical AND operation. A
duplicate detection rule specifies a base entity type and a matching entity type.
A duplicate rule condition specifies the name of a base attribute and the name
of a matching attribute. For example, specify an account as a base entity and
a contact as a matching entity to compare last names and addresses. The
matching criteria consist of operators such as exactly match, first n-number of
characters, or last n-number of characters.
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BUSINESS UNITS
Defining your organizational structure in Microsoft Dynamics
CRM
Create
the top organization and underlying business units first
Then
create the functional regions, branches, departments,
and all other sectors that divide the company into its existing
reporting structure
These
structures are defined in Microsoft Dynamics CRM as
business units
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BUSINESS UNITS (CONT.)
A business unit can be disabled if it permanently or temporarily ceases
operation.
This leaves its organizational structure in the Microsoft Dynamics
CRM database for historical purposes.
The users assigned to a disabled business unit cannot access Microsoft
Dynamics CRM.
A business unit can be created and intentionally disabled if
reorganization is planned for the future.
This allows the business unit to be enabled at the time the
reorganization occurs.
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SECURITY FEATURES (CONT.)
Microsoft Dynamics CRM utilizes Role-based security
Focuses on grouping a set of privileges together which
describe the tasks performed by a user in a specific job
function.
Default roles are automatically created by the Microsoft
Dynamics CRM Server Setup program to make
implementations easier, quicker, and less costly.
Custom roles can also be created to satisfy unique security
requirements.
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ROLE BASED SECURITY
Within each role, security permissions are defined at the following levels:
Entity and Record level. Every role includes the complete list of actions that can be performed
on each entity.
The administrator can define an access level for every entity/action combination in a
security role.
The access level indicates which records the user can perform that action upon for that
entity.
Task level. Each role also includes yes/no access levels for certain user and
administrative tasks.
Tasks include Print, Merge, Go Offline, and so on.
The access level indicates whether the user can perform that task.
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PRIVILEGES
Each security role includes several miscellaneous task-based
privileges that are not related to a specific record type.
These are typically user-oriented, daily tasks that can be
applied to any record type (Export to Excel, Print).
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USER & TEAM MANAGEMENT
A user is any person who works for a business unit who uses Microsoft
Dynamics CRM. Each user has a user account. All users must be associated
with only one business unit. This association controls which customer data the
user will have access to. Included in the user's account is information such as
the user's telephone numbers, email address, and a link to the user's
manager. Each user has privileges and rights to manage their own personal
settings. Each user corresponds to a user in the Active Directory for that
organization. When you create a user, you must assign the user to at least one
security role. Even if the user is part of a team that has assigned roles, the
user should be assigned to a role.
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USER & TEAM MANAGEMENT (CONT.)
A team is a group of users. This organizational structure enables groups of
users across an organization to share information. Each team must be
associated with only one business unit. A team can include users from any
business unit, not only the business unit with which the team is associated.
Users can be associated with more than one team.
In CRM, both (users/teams) are full security principles – i.e., records can be
assigned to both users and teams.
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USER & TEAM MANAGEMENT (CONT.)
Users must always be assigned to a business unit, and they can
only be assigned to a single business unit at a time.
Teams must be assigned to a business unit also, but the teams
you create can include members (users, that is) from any
business unit.
Teams, just like users, can be assigned security roles.
When users are added as members of a team, they keep all
security privileges included in any of the security roles they‟ve
been assigned, plus they inherit all of the privileges from the
team‟s security roles. Since security roles are “additive”, this
means that adding a user to a team will never give them less
privileges and may give them more.
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CREATING USER
1.Add the user to Active Directory.
2.Add a new user account in Microsoft Dynamics CRM
3.Assign one or more security roles to the user.
Active
Directory
CRM
3
1
2
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SOME TIPS WHILE CREATING TEAMS
Each team must be associated with one business unit
But its members can include users assigned to any business unit
Users can be associated with more than one team
Users can be added to and removed from teams
Teams can own records
Teams can have Security Roles
A record can be shared with a team
This implicitly shares the record with each member of the team
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CUSTOMIZATION OVERVIEW
Microsoft Dynamics CRM offers a rich set of marketing, sales,
and service features to manage customers. It also offers a rich
set of extensibility features for configuring and customizing the
standard features, or creating custom features, to meet your
requirements.
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CUSTOMIZATION METHODOLOGY
An effective implementation methodology must consider each of
the ways in which an organization can implement customizations.
These can include:
Deployment
customizations
Re-Using Customizations
ISV Products
Microsoft Dynamics CRM SDK
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LEVELS OF CUSTOMIZATIONS
CRM customizations can be considered a continuum of
enhancements from Simple to Complex
Business Requirements should drive changes
Balance an out of the box deployment versus “Everything for
everyone”
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ROLES FOR CUSTOMIZATION
Company Managers. Can customize views, charts, user
permissions, business unit settings; workflow and dialog
processes.
System Customizers. Can modify the schema, UI, and reports.
Importing functionality is limited.
System Administrators. Same as system customizer, plus they
can modify any record in the system.
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CUSTOMIZING FORMS
Forms are used for entering data for a given entity.
Form customizations typically include:
Modify an existing form to add new tabs, sections, and fields.
Re-arrange each of these items to simplify the way users view
and enter data.
Remove any of these items.
Modify field properties such as labels and layout options.
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CUSTOMIZING VIEWS
Views are a type of saved query that returns lists of records for a given entity
that meet a certain criteria
Customizations of Views typically include:
Modify fields displayed and where they are displayed on the view
Modify filter criteria used to select records to display
Change sorting rules
Modify column width for each field
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CUSTOMIZING SCHEMA
Includes adding, modifying, renaming, and deleting entities and
attributes.
An entity is a definition for the type of record used to store
information in Microsoft Dynamics CRM.
Microsoft Dynamics CRM includes a standard set of system
entities such as Account, Contact, Opportunity and Case.
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AUDITING
Auditing records or users access in any application is useful for both end users
and system administrators. For example, a manager might want to capture
the history of stage changes on an Opportunity. Or they might want to capture
history of price changes on their services or products. For system
administrators, auditing is useful in troubleshooting end user issues such as if
a record gets deleted. The logs can tell you when and by whom that record
was deleted. Auditing is also useful in troubleshooting those mysterious field
changes. For example, in a highly customized system, it might be easier to
review the auditing logs to determine if a field was changed by an end user or
by a developer's custom process rather than searching through all of your
documentation or questioning the end user.
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AUDITING (CONT.)
Enable Auditing by Common Entities. This allows auditing to be enabled
per groups of entities with a single click. To find out what is included in the
group of entities, simply hover the group. This is by far the easiest way to
control auditing over the general entities.
Enable Auditing for all fields in the Entity. This allows auditing to be
enabled or disabled for all fields in an entity.
Enable auditing on only certain fields. This allows granular control of
auditing. To enable auditing on individual fields, you must first enable it for the
entity and then disable it on fields that do not need auditing.
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FIELD SECURITY - PROPERTIES
A name
A list of security principals (users or teams) to which the access
rights apply
A list of all secured fields. The access rights for each field are
stored against the field
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FIELD PERMISSION
Read: The security principals can read the data in the field.
Update: The security principals can change the data in the field.
Create: The security principals can enter data into the field at the time a
record is created.
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EXTENDING THE APPLICATION USING .NET
The Microsoft Dynamics CRM SDK documents how developers
can use Microsoft Dynamics CRM platform Web service APIs to
create applications that interact with the Microsoft Dynamics
CRM platform.
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REPORTING
The reporting solution included with Microsoft Dynamics CRM is SQL Server
2008 Reporting Services.
A group of standard Microsoft Dynamics CRM reports created using Reporting
Services is included with the application.
The Reporting Services Report Designer tool can be used to modify existing
reports or create new Reporting Services reports.
Data from views can also be extracted into SQL Server 2008 for reporting
Microsoft Dynamics CRM also provides a Report Wizard that allows users to
create SQL Server 2008 Reporting Services reports directly from within the
CRM application.