2011 Administrator’s Guide
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Table of Contents i
Administrators Guide - Setting Up Your Organization 1
Create or change the settings for a business unit 1
Create a new business unit 2
Set auto-number formats 2
Set system-wide settings 3
Set fiscal year settings 4
Work with connections 5
Work with connections and connection roles 6
Set preferences for product updates 6
Create or edit a site 6
Set system-wide privacy preferences 7
Determining E-mail Access for Your Organization 7
Controlling Data Access 8
Business Units 8
Security Roles 8
Overriding Security Roles 8
Securing Custom Fields 8
Work with Security Roles 9
Work with Business Units 11
Create or change the settings for a business unit 11
Assign a different parent business unit 12
Change the business unit for a record 12
Enable or disable a business unit 13
Work with Teams 14
Create or edit a team 14
Add or remove team members 15
Managing Users 16
Add or remove users for a territory 16
Manage a User's Record 16
Work with Your User Record and Work Hours 17
Work with Announcements 18
View announcements 18
Work with Integrated Instant Messenging 20
Send or Copy a Shortcut 21
Install Microsoft Dynamics CRM E-mail Router 23
Work with E-mail Templates 24
E-mail Permissions 24
Permissions required for e-mail-related tasks 24
View Your User Profile 25
Using Connect to Define How Records Relate 26
Work with connections 26
Work with connections and connection roles 27
Using Connect to Define How Records Relate 27
Managing Relationship Roles 28
Using Relationship Roles 28
Types of Relationships 28
Managing Relationship Roles 29
Work with Relationship Roles 29
Relationship Roles Dialog Box 29
Customer Relationship Form 31
Opportunity Relationship Dialog Box 32
Changing Regional and Language Options for Your Organization 33
Adding and Removing Currencies 34
Activate or deactivate a currency 34
Language Settings Dialog Box 34
Translating Customized Entity and Field Text 35
Export Customized Entity and Field Text for Translation 35
Work with Territories 36
Managing Users 36
Create or edit a territory 37
Work with Fiscal Year Settings 38
Work with salespeople 39
Add Users 41
Enable or disable a user record 42
Reassign user records individually or in bulk 43
Create or edit a territory 44
Creating the Product Catalog 45
Work with Discount Lists 45
Creating the Product Catalog 46
Using Discount Lists as Incentives 46
Create or edit a discount list 46
Create or edit a discount 47
Deactivate or activate a discount list 48
Selling Products Individually and in Groups 49
Work with Unit Groups 49
Create a unit group 50
Using Price Lists 51
Work with Price Lists 51
Create or edit a price list 51
Add or edit price list items 52
Deactivate or activate a price list 55
Creating a Product in the Product Catalog 56
Work with Products 56
Create or edit a product 57
Reclassify a product 59
Set the default price list 60
Add or remove substitute products 60
Add or edit price list items 61
Convert a product into a kit 64
Add products to a kit 65
Deactivate or activate a product 65
Configuring Marketing 66
Marketing Permissions 67
Permissions required for marketing tasks 67
View Your User Profile 70
Scheduling Services for Your Customers 71
Navigating the Service Calendar 71
Service Calendar 71
View the Service Calendar 72
Find and view the work schedule for an individual resource 77
View a list of resources 81
Booking Service Activities in the Service Calendar 83
Schedule Service Activity 83
Work with Service Activities 84
Work with the Workplace Calendar 84
View the calendar in the Workplace area 84
Print the details of an activity from a calendar 85
Create or edit an appointment 85
Work with Appointments 87
Creating Contracts 87
Work with Contracts 87
Create or edit a contract 88
Add or edit a contract line 90
Invoice and activate a contract 91
Cancel or delete a contract 92
Renew a contract 93
Use the Closed Activity list 93
Supporting Customer Service with Microsoft Dynamics CRM 94
Work with Cases 94
Use the Closed Activity list 98
Send an article from a case 99
Auditing data in Microsoft Dynamics CRM 100
Tracking changes for entity relationships 100
Enabling document management on entities 103
Understanding how document management works 104
Understanding how document libraries and folders are created 104
Enabling document management on entities 106
Create or edit site records in Microsoft Dynamics CRM 107
Create or edit document location records in Microsoft Dynamics CRM 109
Monitoring and Managing System Jobs 111
Work with System Jobs 111
Cancel or change the status of a system job 111
Duplicates Detected Form 112
Creating and Using Workflows 113
Workflow Lifecycle 113
Lesson 1: Workflow structure 113
Monitor and Manage Workflows 115
Work with Workflows 116
Create or edit a workflow 116
Add or change dynamic values in a workflow 119
Creating and Using Workflows 120
Publish or unpublish a workflow 121
Specify Workflow Condition Form 121
Specify the conditions for a workflow step 121
Add or change dynamic values in a workflow 122
Start an On-Demand Workflow 123
Creating and Using Dialogs 124
Understanding dialogs structure 124
Work with dialogs 125
Start a dialog 125
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