CRM User Manual

Index

Marketing Module
Marketing List 1
Types of Marketing List 2
Campaign 3
Planning Activities 5
Campaign Activities 6
Target Product 7
Quick Campaign 13
Distributing Campaign Activities 16
Campaign Response 18
Campaign Templates 21
Sales Module
Activities 25
Fax 27
Phone Call 28
Email 29
Letter 30
Appointment 31
Recurring Appointment 32
Lead 35
Creating Lead 36
Qualifying Lead 37
Disqualifying Lead 38
Reactivate Lead 39
Attachments/Notes 41
Creating Opportunity 47
Accounts 50
Merging 52
Detect Duplicate Records 53
Contact 57
Competitors 58
Sales Literature 58
Quotes 58
Order 60
Invoice 61
Goal 63
Goal Metric 65
Rollup Queries 65
Service Module
Cases 67
Creating Cases 68
Resolving Cases 70
Creating Contract Template 71
Creating Contract 72
Creating Contract Lines 75
Service Activity 76
Service Scheduling 76
Setting Working Hours 76
Setting Business Closure 81
Creating Facilities & Equipment 81
Creating Sites 82
Creating Service 83
Creating Service Activities 84
Scheduling Service Activities 85
Managing Service Activities 86
Products 86
Unit Groups 87
Creating Products 88
Creating Price list 89
Creating Discount List 91
Articles 93
Creating KB Articles 95
Search for Articles 96
Settings Module
Business Management
Fiscal Year Settings 98
Goal Metrics 99
Business Closure 99
Facilities and Equipment 102
Queues 103
Resource Group 103
Sales People with Quotas 105
Sales Territories 108
Service 109
Sites 109
Subjects 109
Currencies 111
Connection Rules 111
Relationship Rules 112
Templates 113
Article Template 113
Contract Template 113
Email Template 113
Mail Merge Template 114
Administration
Announcements 115
Auto numbering 117
Business Unit 119
System Settings 121
Security Roles 122
Field Security Profile 123
Teams 128
Users 131
Language 134
Privacy Preference 134
Data Management
Duplicate Detection Settings 135
Bulk Record Delete 141
Templates for Data Import 143
Sample Data 144
System Jobs 145
Document Management
Document Management Setting 145
Install List Component 147
SharePoint Sites 147
SharePoint Documentation Locations 148
Auditing
Global Audit Settings 148
Entity & Field Audit Settings 149
Audit Summary View 150
Audit Log Management 150
Customization
Customize the System 151
Publishers 156
Solutions 158
Developer Resource 164
Process 166
 Marketing list:-
Marketing list is the first initial creation of marketing module. This is because
first on creation of marketing list we can decide to go for static or dynamic type of marketing
list. Dynamic marketing list can be converted to static marketing list but vice versa is not
possible

Marketing list initial creation:-

To create a new marketing list, we would navigate to Marketing->Marketing Lists-

 After creation you can select the type.

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 There are two types here
--Dynamic and static

 Dynamic Marketing lists allow you to create lists which dynamically manage the members and
add in new members who meet the query criteria.
 Static marketing lists allow you can manually add records using the Add to Marketing List
button Manage Members – Add records using a lookup

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 marketing list Type--dynamic

Type static

 Dynamic can be changed into static, but static cannot be changed into dynamic
 It can be directly changed with the help of a button which is present on a ribbon. The button is
named as--COPY TO STATIC is present.
 On click of this button it automatically changes to static marketing list type
 After this we can directly add to campaigns. Campaigns are of 2 types
 Normal campaigns
 Quick campaigns

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 Campaign:
 A campaign is designed to accomplish a specific result, such as introducing a new
product or increasing market share. The main way to accomplish this result is through
communicating the benefits of a product or service to people and businesses. Campaigns often
include more than one communication method, such as print advertisements, promotional
discounts, and direct mail. A campaign can be thought of as a container in which a business
keeps planning tasks, campaign activities, and campaign responses. It has a list of related
products, sales literature, and a set of marketing lists of existing or potential customers. This
information is used to plan and track the results of a marketing campaign throughout its life.
We can create or edit Campaigns:-
1. In the Navigation Pane, click Marketing, and then click Campaigns.
2. In the Records group, click New.
3. Under Information, click General, and then enter the information that you have for this
campaign. You must enter information in the following boxes:
 Name
 Currency
4. Under Information, click Financials, and then enter any information that you have available in
the following sections:
 Budget Allocated
 Estimated Revenue
 Miscellaneous Costs

We can also edit campaign templates by:-

-- In the Navigation Pane, click Marketing, and then click Campaigns.
-- To create a completely new template, in the Records group, click New Template.
-- In the campaign template form, enter information as you would for a campaign, and add items
such as planning tasks, campaign activities, and marketing lists.
Click Save and Close.

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 Creating and working with campaigns:-
A marketing campaign represents an organization's marketing plans, activities, and lists over a
period of time. Campaigns allows an organization to track activities to plan a campaign,
activities during a campaign such as e-mails, phone calls, tasks, and any responses to the
campaign.
One of the ultimate goals for a campaign is to help generate more revenue for a
Business. In order for an organization to track those returns on investment, Microsoft Dynamics
CRM has a way to track financials on a campaign.

Marketing

Normal Campaign Quick campaign

1) Planning activities 1) Campaign activities
2) Campaign activities 2) Marketing list
3) Marketing list
4) Campaign response
5) Target product
6) Related campaigns

1) Planning activities :-
It is a plan to create a campaign which consists of
activities (phone, email) to start a campaign. Your marketing team can start planning for
campaigns by arranging appointments with various with phone calls emails etc.

How to create planning activities:-

- go to marketing module and open campaign you want to add the planning activity
- click on planning activities
- there you can find activities there you can select the appropriate activity
- then click on save

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-

2) campaign activities :-
They include much of financial tracking information. If the activity is a
letter, an organization can track the costs of paper, envelopes, and postage. These metrics can
help track the cost of a campaign. Campaign activities can be used to distribute following types
of activities

- appointment
- E-mail
- Fax
- Letter
- Phone call
Creating campaign activities:-

- Open the campaign that you want to add to planning activity

- Click on campaign activities
- Then click on add new campaign
- The required fields must be entered here
- Parent campaign
- Subject

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- Channel
- Then click on save

3) Campaign response :-

A campaign response is a way in which an organization can

measure the success of a campaign by tracking its responses. Once campaign activities are
distributed, if a customer responds to one or more activities, the response can be tracked using
campaign responses.

4) Targeted product :-
If there are certain products being tracked, then marketing campaigns can
be used promote certain product. This is a very important way to track marketing efforts for
various product and to measure effectiveness for those products

Adding targeted product:-

- Open the campaign that you want to add to add to the product
- Click on targeted products
- On campaign activities tab click on click on add existing product
- Use the look up dialog box to select an existing product and click ok.

5) Sales literature :-
Sales literature is documentation about items in the product catalog. The
sales literature entity can help the organization to educate its employees about certain
products

Adding sales literature:-

- Open the campaign that you want to add to sales literature
- Click on sales literature
- Click on add existing sales literature
- Select the existing sales literature and then click ok

6) Targeted marketing list :-

Target marketing lists are essentially the marketing lists that an
organization wants to target for a particular campaign. A campaign can have one or more target
marketing lists and at least one is required in order for a campaign to be launched.

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 Campaigns:-

 After the selection of the type of marketing list. We should convert it into campaigns
 We can do this by click on a button named as ADD to CAMPAIGNS

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 We can see a lookup record where we can select if we want a new campaign or use already
existing campaign.
 You can click on create and create new.
 On clicking of new you get the following screenshot

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 After filling in the particular details you can save and there itself you can click a button named
COPY AS CAMPAIGN
 A record will be created in your campaign
 Next comes the target products

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 There you can find the target products. Before this step you have to add the target products.
We have to add this with the he navigating to settings and there you can find product catalog.
Navigate it and click on product

 To create a product initially we have to navigate to settings and there you can find product
catalog. Navigate it and click on products
 There you can find NEW click on that and you can new product. Screenshot is mentioned below

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 After this we have fill in the particulars of we should click on you can add to price list by clicking
on add to price items

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 Previously we have clicked on the price list items so now we can open the price list items an fill
in the particulars

Creating marketing campaign:-

- Open campaigns
- In record click new
- Enter details like name, currency, owner
- If you could see campaign status it consists of different types here like—proposed, ready to
launch, launched, completed, canceled, suspended

How to create Quick Campaign:-

A quick campaign can be explained as communication
medium that uses only single campaign activity for distribution to members of marketing list
- You cannot create any planning activities for a quick campaign
- You can only distribute one activity type with a quick campaign
- You cannot associate products or sales literature to a quick campaign

Creation of quick campaigns:-

- Select from marketing list and make it tick marked

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- Then you can see a button on ribbon stating Create quick campaign click on that

- Click on next and enter the necessary Name

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- Select the type of activity

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- Then click on create
- Thus a quick campaign is created

Distributing campaign activities:-

- Click on campaigns
- On the left navigation pane click on campaign activities
- Select a campaign
- On top navigation pane click on and click on Distribute campaign activities
- We have to provide marketing list otherwise it cannot be associated with this
- Closing campaign activity is also done here itself there is a button on the top stating close
campaign activity

Screenshots

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 Campaign response:-
It helps the organization to track the success rate of the campaign by the
response. Once campaign activities are distributed, and a customer responds to one or more of
these activities, these responses can be tracked by using campaign responses.

Creation:-
- Open campaign in marketing
- On the left navigation pane click on campaign response
- Click on that
- Then you can convert to campaign response

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Screenshots:-

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- On the top you can find a button convert to campaign response

- Click on ok after selecting the type like create new lead, convert to an existing lead etc. and
press ok

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-

Campaign templates:-
You can create campaign add campaign related records and we can
save it to use for future or in time of need. Campaign templates can have the following related
entities:-
1) Marketing list
2) Targeted products
3) Sales literature
4) Planning activities
5) Campaign activities

Creating campaign templates:-

- In marketing click on campaigns
- On campaign ribbon bar click on new template

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- Enter the particular details and save and close
- A new template will be created

Creating Campaign templates from existing templates:-

- Go to campaigns in marketing
- Open the campaign you wish to create template
- On top you could find copy as campaign
- Enter a new name for campaign
- Then save and close
- Screenshots—

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- Here you can also save this as template by selecting copy as template

Difference between static and dynamic marketing lists:-

- In dynamic marketing list an advanced find query is associated to the marketing list. When the
list is used the query runs behind the scenes and members are added
- In static marketing list members are added manually either using a lookup or an advanced find
query
- dynamic is automatically removed when the record doesn’t meet the advanced find query
- static uses advanced find to add or evaluate members
- dynamic list is updated automatically and deactivated members are automatically removed
- In static it is updated manually

Campaign financial metrics:-

Financial metrics can be tracked on a campaign to assist in
tracking ROI. The campaign costs are stored on the campaign activities, and the campaign
stores budgetary information and the sum of all costs of the activities.

- Total Cost of Campaign Activities is the sum of the costs entered on all of the campaign
activities
- Miscellaneous Costs are costs not being tracked by the campaign activities
- Total Cost of the Campaign = Total Cost of Campaign Activities + Miscellaneous Costs
- Estimated Revenue is the revenue expected to be generated by the campaign
- Budget Allocated is the amount of money allocated for the campaign
- Expected ROI is the expected return on investment for this campaign

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- Actual ROI is the actual return on investment for this campaign

Deleting and deactivating marketing lists:-

With deleting and deactivating marketing list you
cannot remove the accounts contacts or leads that were already present on the system. If a
marketing list contains a list of leads created in previous years and when we delete the
marketing list all the leads present will be as usual. If the list is deactivated it can be reactivated
at any time and will retain its list of members

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 Sales Module
Task:
Task Use this to record a to-do or follow-up item .In task we having two tabs one is for task and
another is for note. After filling the details in task we save that field, after saving that only we
can enter the details of the note. In note if we want attach a file browse from our required one
then we attach that file .then after we save it.

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Mark complete is used to save the task and change the status to completed.
Save is used to save that task.
Save & close is used to save the task and close it.
Save & new is used to save the task and opens a form to create a new task.
Delete is used to delete the task.
Attach File is used to attach a file to that task.
Add Note is used to add a note to the task.
Close task is used to close the task.
To opportunity is used to convert that activity an opportunity
Connect is used to select a connection role how that record is related to another record.
Add to queue is used to add this task to queue.

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Queue items details in this we have the details regarding queue items, and if we want to edit
that queue we can done here.
Assign is giving ownership to another person, this is used instead of sharing.
Sharing is used for sharing records and security fields to another one.
Copy a link is used for copy links to the clipboard to selected records.
Email a link is for send links to the selected records in an email.
Run workflow is for run workflow for this task.
Start dialog is for start the dialog for this task.

Fax:
Fax use to record a received or sent fax mails.
In Fax form we need to mention that sender, fax number, recipient, need to mention direction
incoming/out going, subject all those we mention here. If we want to attach any file we can
attach in notes.

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Phone calls:
Phone call is used to record a receive or initiated telephone call.
In phone calls form we mention that phone number, type of call it is either incoming /
outgoing. All the remaining things are same as fax.

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Email:
Email is to record send or receive the emails .In email form we need to fill the details
regarding From, To, Cc, Bcc, Subject, Regarding, and also we can insert template, and article. If
we want to attach files we can attach at email attachments.

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Letter:

Letter is to record the mailing of a physical letter or document.

In letter form also we having the same fields like fax, phone call only small difference is there
we having address field here. In letter also we can attach the files by using notes.

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Appointment:
An appointment is commitment that represents a time intervals with start and end time
duration Appointment is to record a meeting or appointment. Many companies use
appointments to track conference calls or online meetings, in addition to face-to-face meetings.
In this also we can attach the files by using notes only. We having another field “details” that
includes owner, organization, and category and sub category.

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Recurring appointment:

Recurring Appointment to record meetings or appointments that occur on a regular, scheduled

one’s. For example you gave recurrence pattern as daily, monthly, weekly it will scheduled
according to recurrence pattern.

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In above we can see the recurrence pattern like daily, monthly, weekly, yearly.

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Sales:

In sales module we having have

Lead
Opportunities
Accounts
Contacts
Marketing Lists
Competitors
Products
Sales Literature
Quotes
Orders
Invoices
Quick campaigns
Goals
Goal metrics
Rollup Queries

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Lead:

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 When we marketing at that time we get leads form campaigns. Lead entity represents
someone who is interested in receiving specific information about the product or services
offered by the company.

Creating lead:

 After creating a lead we need to qualify that lead.

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Qualifying lead:
After creating lead we need to qualify that lead.
For that
Click on leads tab ->double click on lead -> Qualify lead
Click on ok
Lead will be Qualified

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Click ok, our lead will be qualified.
According to following conditions lead will be qualified

 Is the lead is located in geographical locations that we sell to?

 Does the lead fit the financial profile of customer that we sell to?
 Does the lead have a need or desire for our products or services?

Disqualifying lead:
If lead is not meet our qualification criteria we can disqualified that lead. Disqualifying
means not deleting that lead it means we just deactivate that that lead, if lead satisfy above
condition we again qualify that lead.

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Lead meets our sales criteria, lead will be converted into one or more different types of records
in MS Dynamics CRM

 Account
 Contact
 Lead

After qualifying lead , double click on lead we get a window , in that window only few
are enable remaining all tabs are disabled in lead tab.

Reactivate lead is to use reactivate that lead for future references.

Connect is used to connect that another person or connect itself.

Assign is use that record to another person other than the owner.

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Remaining all sharing, copy link, email a link, run workflow , start dialog ,run report
same as in file.

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In add tab we having only two tabs enabled. One is attach file and another is add note.

In Attach file we can attach by browsing file from our system. In case of add note had
addition feature is adding note and then we attach a file.

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In customization tab we having form, customize entity, publish entity, all
customizations. In form we having different types of entities are there if we want any
new entity we can create according to our desire if we want to delete we can delete.

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In customization entity if we want to do any entity customizations we can do here.

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After completing our customizations we can publish that by using publish entity.

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Another tab is there all customizations, this for publishing all customizations at a time.

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Opportunities:
After qualifying lead, a lead is converted into opportunity. Opportunity entity represents a
potential sale to new or established customer. It helps to forecast future business demands
and sales.

Closing opportunity:
One of the customer decided going to purchase our product is treated as a won, if that
customer won’t buy our product can be treated as lost.

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In ribbon these can be indicated as close as won, close as lost

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If the user want to purchase product we don’t need to create a lead we can again reactivate it
then after process is as usual.

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Account:

Account is business or organization in Microsoft CRM. We can access that information from
sales, services, and marketing areas. Asterisk symbol indicates that we must enter data before
save that account. Plus symbol (+) can indicates that we can still edit and create data.
If icici is a business forum that can be treated as parent account, it having another business
forum that is known as sub account i.e., icici (vijayanagar).

Account is saved by using save tab. click on created account our account is selected after
selecting that if we want to edit that account by using edit icon ,if we want to activate that we
can activate by using activate icon ,if we want to deactivate that account by using deactivate
icon. We can delete that account by using delete icon.

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Merge:
In crm we having merge option by using that we can merge two records into one .This merge
option is only available for lead, accounts, and contacts.

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Detect duplicate records:
Detect duplicate records is for detecting if any duplicate records that will be find here.

Sending direct email:

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Send direct email:
To send email we need to select record then after user queue we need to mention here. We
can send many numbers by using this.

For sending single contacts we can use the below one.

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After click on it we get like this

If we want to insert the template we can insert by using insert template select that template.

Inserting template in email

We can insert the article also by using insert article

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Then after send it to the customer

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Contacts:

Contacts represents a person here a business unit has a relationship such as a customer a
supplier or a college. Contact is linked to one or more .Account and contact both are managing
the customers.it can store the all the information regarding the person like name, address,
email, phone number ,personal details etc.

After creating contact we can add this to market list

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Competitors:
Competitors represents people or organization that business unit competes with sales
opportunities.

Sales literature:
The information regarding the product and service and it will increase the sales of the product.

In this we having attach, by using this we can attach the files.

QUOTES:
Sales started with quote which eventually becomes an order .when customer accept the quote
we create an order, otherwise that was closed as revised, canceled or lost.

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Quote ID:
This ID is generated automatically, and can’t be edited.
Revision ID:
This ID is generated automatically, and can’t be edited. The revision ID track the no. of times
quote has been changed.
Currency:
Select the currency in which the quote will be calculated.
Price list:
Select the price list from product catalog.

Potential customer:
Search for select the account/contact who will receive this quote.
After saving the form then only quote id, revision id will be generated.

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Look up address:
Look up address stores the addressed for contacts and accounts.
Recalculate:
Recalculate is adding a new product to the form.
Get products:
It selects the opportunity from look up.
Activate quote:
After quote activation it will be moved to order.
Revise:
We can edit the quote here.
Close quote:
Closing the quote.

Order:
When a customer is ready to purchase a product, you can create an order to record the
potential sale.

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Order ID:
After saving the form order id generated automatically.

Create invoice:
Creating a new invoice based on the order.
Fulfill order:
Mark this order as completely or partially filled.
Cancel order:
Cancel the order. According to customer requirements.

Recalculate:
It reflects on updates of the order or changes by calculating amount of order.
Get products:
Get the products from the opportunities.
Locking pricing:
Lock the current pricing on order.
Look up address:
It can store the address for contacts, accounts.
Invoices:
When the customer has agreed to the terms of an order for one or more products, we can
create an invoice to record the upcoming sales.

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After saving the form Invoice id can be generated.

Invoice paid:
If the invoice is paid fully or partially we can mark it as invoice paid.
Cancel invoice:
When we cancel invoice the invoice views will be closed.
Recalculated:
It reflects on updates and changes by calculating amount of invoice.
Get products:
Get the products from the opportunities.
Locking pricing:
Lock the current pricing on order.

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Look up address:
It can store the address for contacts, accounts.

Goal:
A goal represents a target objective for user or team with in the specified time period.

Name who is going that task.

Parent goal we can select the parent goal from the lookup records.
Goal metric also define previous we can get those from lookup records, it is disabled.
Goal owner the person who is owner of that goal, this also taken from look up records.
Manger is also selected from the lookup field.
Time period:

In goal period type we can select either custom period or fiscal period
Fiscal period year is divided in 3 quarters. We need to select which quarter it is.
Fiscal year Here we enter year.

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Targets:
Here we mention the no. of targets.

Child goals:
If any child goal is there we mention here.
Actuals:

In actuals we mention the actual goals.

Percentage achieved is specified that how much is achieved we mention here.
Last rolled up date we mention here.

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Goal metrics:
How to measure the progress of a goal.

Here we measure the goals either in terms of count or amount.

After saving that goal it will be in active state.

Roll up queries:

Rollup queries helps to gather data about a given parent goal, including all the child goals under
it, in one view.

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After executing query we get the records.

First we mention the rollup queries then goal metrics, goal. This is the sequence.

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 Service Module
As the name it suggest that it is essential for servicing of customer. This can be done by using a
contract which is an agreement between the company and customer for providing the services.
Normally this contract consists of a duration to provide service. Once a product is sold to a
customer then he will be provided with a contract for a particular duration. In this duration if he
is facing any problems with the product then he can contact to the company and register a
case.
The Service Module in CRM improves the response time, given to your customers the
information they require in real time. The integrated Dynamics CRM 2011 knowledge base
provides instant access to manuals, frequently asked questions, and troubleshooting tips.

The Following things come under Service Module in CRM 2011

1) Cases.
2) Accounts
3) Contacts
4) Service Calendar
5) Articles
6) Contracts
7) Products
8) Services
9) Goals
10) Goal-Metrics
11) Roll-Up Queries

Cases
The Service cases can consists of anything from customer service issues such as
incorrect Invoice, poor quality of product and services and delivery problems. In this section
we’ll explore about service management.
Creating Cases
To create case perform following steps:

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 1) Start CRM and go to the Services module in the left-hand navigation area.
2) Select Cases.
3) On Ribbon button Click on New.
4) Enter the following Required fields:
 Title: A title for the Case.
 Customer: Select the customer from the lookup.
 Owner: The user who is creating the record or can be changed.

Other fields are

i) Subject : Subject related to which problem
ii) Contract : Whether the customer has contract
iii) Contract Lines: Specifies the duration of contract, field will be enable after
selecting contract
iv) Case Origin: How the Customer contacted to the Company for registering case.
v) Case Type: consists of Question or Problem or Request.
vi) Product: Which product is owned by the customer?
vii) Service Level: consists of Silver or Gold or Bronze, these are priorities how fast
the case is resolved.

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Once the record is saved then the unique case no is generated automatically to each case.
Based on this unique no. the case is further processed.
Case can also be created through activities. The following procedure shows how to create a
record using Activities.
1) Go to Workplace module and click on Activities
2) Open the required activity which you want to convert into Case.
3) On the Ribbon bar in the Convert Activity click on To Case button. The following
Screenshot can be essential.

4) Now Select the Customer and Subject from the opened window.

5) Now Click on OK and the Record is created.

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Resolving Cases
The Goal of an Organization is to resolve the case as early as possible. Activities is essential for
tracking the information between the Organization and Customer. A case cannot be resolved
until all the activated are completed or Marked as Completed.

The Following steps sows how to resolve a case:

1) Go to Service Module and click on Cases.
2) Select or Open the Case which you want to resolve.
3) On the Ribbon bar in Actions Group Click on Resolve Case.

4) A Dialog will be open enter a resolution in the Resolution field. If there are activities tied
to a case and the duration is set on those activities, the durations will be totaled up and
placed in the Total Time field.

5) Click on OK.

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Creating a Contract Template
In CRM Contract can be created using Contract Template, Follow the steps to create a contract
Template.
1) Click on Settings Module, Under Business section, click on Templates, and then click
on Contract Template.
2) Click on New.
3) Enter the following Fields
a. Name: Name for the Template.
b. Abbreviation: A short abbreviation for the name.
c. Billing Frequency: Choose from Monthly, Bimonthly, Quarterly,
Semi-annually, or Annually.
d. Contract Service Level: Gold or Silver or Bronze.

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Creating Contract
Once a Contract Template has been created, Contract can be created using this Contract
Template.
Steps to Create a Contract
1) Go to Service Module, click on Contracts.
2) On the Contracts Ribbon bar, in Records group click on New.

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3) In the Contract Template explorer, select the template that you wish to use to create
the contract.

4) Click on OK.
5) Enter the following required fields:
a. Contract Name: Name of Contract
b. Customer: Lookup for an Accounts or Contact
c. Contract Start Date.
d. Contract End Date.
e. Bill to Customer.

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 6) Click On Save.
Once the record has been saved the contract Id is automatically generated, the status is set to
Draft.
The Contracts in CRM has the following statuses.

 Draft: Contract can be edited but cannot be associated to case.

 Invoiced: Once the Contract is invoiced it cannot be edited or deleted.
 Active: The Contact will be automatically set to Active when start date of contract
equals to today’s date. This is the only status that allows a contract to be associated to a
Case. A contract with this status cannot be edited or deleted.
 On Hold: Once a contract has been activated, it can be placed on hold at any time. Once
on hold, the contract cannot be edited or deleted.
 Canceled
 Expired: Once the end date of the contract has been reached, the contract status
automatically gets changed to expire.
A Contract cannot have its status changed from Draft to Invoiced until Contract Lines are
created for the contract.

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Creating Contract Lines:
Follow the steps to create a Contract Lines.
1) Go to Service Module, then click on Contracts.
2) Select the required record and open it.
3) On the navigation plane in record click on Contract Lines.

4) Enter the Following fields which are required.

a. Title: Title for the contract line.
b. Start Date
c. End Date
d. Total Case/Minutes: Enter the total amount of minutes that can be used to solve
the case.
e. Total Price: Total Cost.

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 5) Click on Save.

Once the Contract Lines have been created then the contract can now be invoiced. Once the
contract status has been invoiced, the status will change automatically to active once the start
date have been reached.
Once the contract has been active then it can be associated to cases. You can even put the
contract On-Hold, Cancel the contract, Copy Contract, Renew Contract.

Service Activity:
Service activity is also similar to the Appointment Activity

Service Scheduling:
For Setting up service scheduling first we need to set the following:

 Working Hours
 Business Closure
 Facilities and Equipment
 Site

Setting Working Hours:

1) Go to Settings Module.
2) Click on Administration, then Click-on Users.
3) Open the User Record which you want to set the Work Hours.
4) On the left Hand Navigation plane, click on Work Hours.

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5) Then a Calendar view will be displayed.

6) If you double click on any of the particular date, a window will be opened which displays
the schedule for the day.

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 I. This date only: Schedule the current day of a user.
II. From (Date) onward: Schedule from current day onward.
III. Entire recurring weekly schedule from start to end: Start from
1/1/2000 going forward.
7) Now Click on OK.
8) Depending on the option that you chose in step 6, a new window will appear that allows
you to set work hours for the given day or time period.

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9) You can mention the user’s working time and you can also add break. Now click on OK.
10) You can even Setup the weekly schedule, the following screen shot explains it.

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11) Here you can mention the days, when user is working.
12) Business Closures represents the user can be off on Business Closure.
13) Now Click on Save and Close to close the record.

Work Hours play a vital role in Service Scheduling, It provides the availability of a
resource for servicing customers at a particular time depending upon his Work Hours.

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Setting Business Closure:
Business Closure represents holiday for a particular organization.

Steps to create Business Closure:

1) Click on Settings.
2) In Navigation pane, click on Business Management.
3) Click on Business Closure.
4) Click on New.

Creating Facilities and Equipment:

1) Go to Settings Module in Navigation Pane.

2) Click on Business Management.
3) Click on Facilities/Equipment.
4) Click on New.

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 5) Enter the Name, Business Unit, and Time Zone.
6) Now Click on Save.

Creating Sites
Site is a Physical Location where Service is performed or stored.

1) Go to Settings Module in Navigation Pane.

2) Click on Business Management.
3) Click on Sites.
4) Click on New.

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 5) After filling the details, Click on Save.
6) On the left hand Navigation Pane you can add users to the site.
7) Now Click on Save & Close.

Creating a Service
1) Go to Service Module in Navigation Pane.
2) Click on Services.
3) Click on New.

4) Enter the Name, Initial Status Reason, Default Duration, Start Activities Every

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 5) The selection Rule must be defined i.e. who will be working on that service on which
Site.
6) Now Click on Quantity.

7) Enter the Quantity and Selection Rule and Site in which he Service is to be performed.
8) Click on OK.
9) Click on next line to add Resource.
10) You can add more Selection Rule.
11) Click on Save and Close.

Creating Service Activity

1) Go to Workplace Module, click on Accounts or Contacts.
2) Open the required Record.
3) On the ribbon bar, in Activity group click on Service Activity

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 4) After entering the fields click on save and Close.

Scheduling Service Activity:

1) On the Service Activity ribbon under Actions Group, Click on Schedule.
2) Select the Service, Resource, Site, Start Date, Start Time and Duration.

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 3) Click on Find Available Times Button, a list of available times will be opened for the
given resource and service.
4) Select the required Time and Click on Schedule.

Managing Service Activity

Service Calendar allows an organization to view a high-level view of service activities by day,
week, or month. Appointments can also be created here.

The service calendar has various search and filtering options. You can search for a specific
record in the calendar, filter by record type (appointment and service activity, service activity,
appointment, resource, user, or facility/equipment). When the type filter is set, the view filter
will automatically change.

Products
An Organization deals with its products Marketing, Sales and Servicing.
So to create products in CRM we have to create Unit Group, Discount List, Price List and
Products.

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Unit Groups:
A unit group is a base unit in which product is available, for example, A Box consists of 10
Bottles, and here 1 bottle is a primary base unit.
Creating unit Groups:
1) Go to Settings Module.
2) Click on Product Catalog, on Product Catalog page click on Unit Groups.
3) Click on New.

4) Mention the Name and Primary Unit.

5) Click on OK.
6) In the left hand Navigation Pane, click on Units, to add more Units

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 7) Here you can put the Base Unit(for example: I have taken bottle as a Base Unit, now I
am creating Box as another unit in which there are 10 Bottles. so in this scenario Bottle
is my Base Unit ant the Quantity is 10).
8) Now Click on Save and Close.

Creating Products
1) Go to Settings Module, Click on Product Catalog.
2) On the Product Catalog page click on Products.
3) Click on New.

4) Fill the following fields:

a. ID: Product ID, which can be anything, including numbers and letters.

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 b. Subject: Subjects can be used to help classify products, which can be helpful
when reporting and searching.
c. Decimal Supported: Number of decimals used in the cost of the product. Usually
two decimal places are used, but to avoid any calculation/rounding issues, some
organizations opt to use whole numbers for prices; however that is a rare case.
d. Product Type: Select the category of the product. The default values are: Sales
Inventory, Miscellaneous Charges, Services, and Flat Fees.
e. Quantity On Hand: Current inventory in stock.
f. Standard Cost: This is the standard cost of the item over a period of time.
g. Current Cost: The current cost to make or purchase the product
h. Vendor: If the product is manufactured by another vendor and being re-sold by
your organization, this field can be used to track who that vendor is.
5) Click on Save and Close.

Creating a Price List

1) Go to Settings Module, Click on Product Catalog.
2) Click on Price Lists.
3) Click on New from Price List Tool bar.

4) Enter Name, Currency Start Date, End Date.

5) Click on Save and Close.

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Creating Price List Items
1) Go to Settings Module, click on Product Catalog.
2) On the Product Catalog, click on Price List.
3) Open the Price list in which you want to add Price List Items.
4) On the Navigation pane, click on Price List Items.
5) Now Click on Add New Price List Item.

6) Enter the following details:

a. Product: The product that you want to associate to the price list.
b. Unit: Once a product has been entered, this field becomes enabled. It is filtered
on the units associated to the product.
c. Quantity Selling Option: Select from No Control, Whole, and Whole and
Fractional. This defines whether whole, fractional, or both types of quantities
can be specified in the quantity field of Quote Product, Order Product, and
Invoice Product records.
d. Pricing Method
e. Amount: This field becomes enabled only if Currency Amount is chosen for the
Pricing Method field.
f. Percentage: This field becomes enabled only if any of the percent options are
selected in the Pricing Method field.
g. Rounding Policy: This field is only valid when the pricing method is a percentage.
The options are none, round up, round down, or round to the nearest.

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 h. Rounding Option: This field is only valid when the pricing method is a
percentage and when the Rounding Policy field value is not set to none.
7) After filling these fields click on Save and Close.

Creating Discount Lists

1) Go to Settings Module, click on Product Catalog.
2) On the Product Catalog page click on Discount Lists.
3) Now Click on New.

4) Enter the Name and Type, type can be in terms of Percentage or Amount.
5) Click on OK. Then a new form will be opened

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6) In the left-hand navigation area, click on Discounts.
7) On the List Tools tab, on the Discounts ribbon bar, click on Add New Discount.
8) Enter the following information
a. Begin Quantity: The minimum quantity needed to obtain this discount. This
number must be unique to the discount list, otherwise an error message will
appear stating that the quantity is being used in another discount.
b. End Quantity: The maximum quantity that must be purchased in order to obtain
this discount. This number must be unique to the discount list, otherwise an
error message will appear stating that the quantity is being used in another
discount.
c. Amount/Percentage: Depending on the type of the discount list, this field will
either be a discount amount or percentage to be taken off the price.

9) Click on Save and Close. You can add no of Discounts for multiple Discounts.
10) Click Save and Close to close the Discount List.

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Articles
The main motto of an Organization is to provide Services quickly and resolve cases more
effectively. For this Knowledge Base is essential. Knowledge Base is a location where users can
search for the articles to resolve cases.
A Knowledge Base article can be created by an Article template.

Creating Article template:

1) Go to Settings module, Click on Templates.
2) Click on Article Templates.
3) Click on New in Article Template tool bar.
4) A Window will appear.
5) Mention Title, Description and Language.
6) Click on OK.

7) In the right-hand navigation area, click on Add a Section.

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8) In the Add a New Section dialog box, enter in the title and text for the section.

9) Click on OK.
10) Repeat the steps to add more sections.
11) After completion Click on Save & Close.

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Now the Article has been created, we have to use it as Knowledge Base.

Creating Knowledge Base Article:

1) Go to Settings module, click on Articles.

2) Click on New from Articles tool bar.

3) In the Article Template dialog, select a template to use.

4) Click on OK.

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 5) Enter Title and Subject.
6) Click on Save.

How to Search for Articles.

1) Go to Workplace module, click on Articles.
2) To find an article, enter text in the search box that is typically used for the quick find.
When we click on the Search bar then the Ribbon menu changes
3) In Search bar enter the Name of the Article you want to search for.

The types of Searches

 Full Text Search: Searches all articles in the knowledge base for the text entered in the
search field.
 Keyword Search: Searches all article keywords for the text entered in the search area
 Title Search: Searches all article titles for the text entered in the search area.
 Article Number Search: Searches articles for the auto number generated by
Dynamics CRM.
 Subject Search: Search by subject tree.

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 Setting Module

In CRM Settings Module Consists of Four Tabs Namely Business, System, Customization and
Process Center.

Business
Business Tab Contains Three Sub Modules Namely Business Management, Templates, Product
Catalog.

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Business Management
In this Module we are having Fourteen Features which are shown below.

Fiscal Year Settings

In Business Management the first feature is Fiscal Year Settings which are used for setting the
start date, templates and display options for the Fiscal Year and Fiscal Period used for tracking
The sales goals.

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When we click on the Fiscal Year Settings then the above shown Fiscal Year Settings Webpage
Dialog will appear.
In this we are having start date with a calendar option and fiscal period template with six
options such as annually,semiannually,quarterly,monthly and 4week period and fiscal year with
prefix, year format and postfixoptions,Fiscal year with prefix as FY,with year format as YYYY or
YY or GGYY and postfix as FY or Fiscal year, name based on start date and end date, Fiscal
period as Quarter1,Q1 and P1 and display with six different styles such as <fiscal period> <fiscal
year>, <fiscal period><fiscal year>,<fiscal period>-<fiscal year>,<fiscal period>/<fiscal
year>,<fiscal year> <fiscal period>,<fiscal year><fiscal period>,<fiscal year>-<fiscal
period>,<fiscal year>/<fiscal period>

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After filling the details and clicking ok it will be saved or clicking cancel it will be cancelled.

Goal Metrics
Goal Metrics are nothing but defines and manages the kinds of goals that your organization
tracks.
It will be described in the sales module.

Business Closures
Business Closures are the nothing but the list of holidays which will be declared when the
business is closed.
When we click on the business closures we will get a form as shown in the below figure.

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Here we will create a list of holidays by clicking new button in the ribbon page.
By clicking the new button a form will be opened as shown in the below figure.

In this form there will be a required field is there called Name and there are other fields such as
Start date ,End date and duration which is based on the start date and end date which will be
calculated automatically.
By filling all the details and clicking ok it will be saved and displayed as shown in the below
figure.

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Here I created with the name holidays as shown in this figure.

Facilities/Equipment
These are nothing but the facilities and equipment which will be provided for the business unit.
These are explained in Service Module

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Queues
Queues are nothing but the general solving techniques.
These Queues are described in the Services Module.

Resource Groups
In CRM Resource Groups are categorized as Users or Facilities/Equipment.
 Resources are collected into resource groups with similar attributes to make them easier to
work with by adding the resources to a constraint based group.  
When we create a resource group we will get a form like this as shown in the figure below.

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In this now I am creating a resource group with the name resource and saving it. Now it will
look like this.

Now after saving this form we will be proceed to this page.

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Now we got the group which we created earlier.

Sales people with Quotas

This is used to add new sales people, add quotas to sales people, and edit the information
about the sales people and to delete the sales people records.
This field won’t until we create the fiscal year settings.
Once these settings are created now we can use this field by clicking the new button like it is
shown below.

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Now I created a new one by filling all the fields as shown in the figure below.

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But we cannot create users directly like this. So for that we have to create users in active
directory.

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Sales Territories
Sales territories are nothing to create territories in the specified location and assign managers
to the territories, add and remove members, modify territory information and delete
territories.

Here we created a territory with the name Mumbai and we saved it.

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Services:
Create a service i.e. defining a service or job to be done .Adding new services to
scheduling. Modify information about the service and deactivate existing services.
It is already explained in Service Module

Sites:
Sites means location or place where operations are take place. By using this ewe can add,
remove resources, edit or delete site information.
It is already explained in Service Module

Subjects
Subjects in CRM are a useful way to organize a variety of records, and to provide some ability to
tie them together.
With this we can manage the subject hierarchy for your organization’s products, literature and
articles.
When we want create a subject we will get a form like this as shown in figure below.

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Here we will click add subject for creating a new subject.
We click edit for editing the selected subject.
And we click remove for removing the selected subject.

Here I created a subject with the name Sub-B with default subject as parent subject.
Then we get a subject tree as shown in the below figure.

Like this we can also edit and remove the selected subjects.

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Currencies
Currencies are nothing but the money of different countries.
We can add new currencies or edit the exchange rates of existing currencies.
By selecting the new button we can add new currencies.

Here I have created a new currency “US Dollar” with the symbol $ and its equivalent value with
INR equal to 65.

After filling all the details just click save and close.

Connection Roles
Connection Roles are the roles which define the relationship between the entities.
With this we can create, edit and delete the standard labels to define connection between
records.
Now I am giving connection between employer and employee with business connection role.

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Relationship Roles:
Relation roles are the roles which will be given between accounts, contacts and opportunities.

Here I created a relationship role as relation.

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Templates:
In Business we have the second module as Templates.
In this templates we are again having four sub modules they are namely Article Templates,
Contract Templates, Email Templates, and Mail merge Templates.
Actually templates are used while describing any letters or news or some important matters.
Article Template
It is already explained in Service Module

Contract Templates:
These templates are used for creating the contracts which will be occurred in services module.
With these we can create and manage custom templates for contracts.
It is already explained in Service Module

Email Template:
Email Templates are nothing but for creating and managing custom templates for email
messages.
While creating new email template by clicking the new button we will get the following form

Here I have created a new email template named case acknowledgement.

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We can use this template for sending to the customers to whom we are opening a case and
giving them a contact to follow up.
After this just click the save and close button.

Mail Merge Template:

Mail merge Template is used for managing and uploading word templates for use with mail
merge.

After clicking the mew button we will get the form as shown in the above figure.
Now I am creating a mail merge template with file attachment as shown in the below figure.

Now by clicking the attach button the file will be attached, but only the xml files will be attached
in this template.

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In business we are having the third module as Product Catalog.

Product catalog:
In this Product catalog we are having again four sub modules namely Discount Lists, Unit
Groups, Price Lists and Products.
It is already explained in Service Module

Administration:
In this tab there are eleven features are there namely Announcements, Auto-Numbering,
Business Units, System Settings, Security Roles, Field Security Profiles, Teams, Users, Languages,
Privacy Preferences and Product developments.

Announcements:
Announcements are nothing but the list of important topics regarding projects holidays,
meetings etc. which was delivered from the higher authorities to the whole company staff.
To create an announcement click on announcement and then a form appears like this

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Then click on new and create the announcement.

After creating the announcement just click the save and close button.
Then an announcement which we created earlier was created

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Auto Numbering:
Auto Numbering is the number automatically generated by specifying prefix numbers for
contacts, cases, quotes, orders, articles, invoices and campaigns.
Select the suffix length for contracts, cases, quotes, orders and invoices.
Based on the suffix length the number changes for everyone.
For example see the below figure.
In case of contracts

In case of cases

In case of articles

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In case of quotes

In case of orders

In case of invoices

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In case of campaigns

Like this the auto numbering will be generated for everything.

Business Units:
Business Units are security containers in Microsoft Dynamics CRM 2011. The BU holds users and
teams.

Without BUs, the following security configurations would be possible:

A user could have access to his own CRM records

A user could have access to all CRM records
Without BUs, the following security configurations would be possible:

A user could have access to his own CRM records

A user could have access to all CRM records
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In this way we will create the Business Units. When clicking on Business Units a form appears as
Like this as shown in the below figure

In this I am creating a business unit ERBrains AX with parent business unit ERBrains CRM.

Just after creating the business unit click the button save and close.
Then our business unit will be created like this

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System Settings:
System Settings are used to set the format for various values such as numbers, calendar,
Currency, email, marketing and customization options for the organization and it is also used
for
Setting the outlook options for crm and managing the report categories.

With this we can change any settings of the tabs which are described in the above figure.

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Security Roles:
Security Roles are nothing but the roles which determine the access level a user has
for privileges on every entity in Dynamics CRM.
Access levels in CRM are Create, Read, Write, Delete, Append, Append To, Share, Assign.
These access level are described in crm like this

In the above figure we are having different tabs for which we will give the security roles

Details contains the role name and business unit

Core records contains the different types of records
Marketing contains campaigns and marketing lists and campaigns.
Sales contains invoice, order, product, quote, sales literature etc.
Service contains article, article template, case, contract, contract template.

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Business management contains business unit, currency, field security profiles etc.
Service management contains calendar, facility/equipment, service and site.
Customization contains attribute map, customizations, dialog session, entity etc.
Custom entities contains all entities which we create.

Field security profiles:

Field security profiles are the permissions to read, write and edit the information in the secured
fields.
These are the following steps in giving the field security profiles.

1) Create a new field and change the property of the field security= Enable.

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2) Add field to entity.

3) Publish the change and view field.

4) Open solution select field security profiles and create a record.

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5) Set the name and description

6) Define permission for the field

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If we want to add a new user then just do like this

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After creating the user, the user form appears like this

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Teams:
Teams are nothing but the group of members.
In teams we can add new teams or add new members to the existing teams or modifying the
team description and deleting the members from the existing teams.
When clicking the teams we will getting a page like this

To create a new team we will click on the new button then we will get a form like this

After filling the details just click the button save and close to save the team we created.

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Now if we want add members to our team then just open the team and click the member’s
button on the navigation pane and after that click add member’s button on the ribbon pane.

After clicking on the members just click on the add members button.

After clicking on the add members we can add members already existing or we can create a
new member as shown in the figure below.

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130
But after filling all the details and clicking on the save button it won’t be saved because we can’t
create users directly from here.

Users:
Users in crm are the persons with records which we can use this to add new users, edit
information about users and deactivate user records and also can manage team’s roles and
licenses assigned to the users.
By clicking on the users we will be getting a page like this.

We will get the list existed users. But if we want to create user we will click on new button and
Fill all the details and click on save it won’t be saved because we can’t create users directly
here.
For that we have go to the start and in that we have to go to administrative tools and in that we
Have to go to active directory users and computers as shown in the figure below.

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132
Like this after doing all the steps we will create the new user.

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Languages:
Here we can add or remove support for additional languages.
Select the Languages enable to your organization and click ok.

Privacy Preferences:
Privacy Preferences are the privileges or permissions giving to the organization.
When clicking on the Privacy Preferences we will get the form like this

In privacy preferences we are having two types they are usage reporting and error reporting.
In usage reporting they will ask to join the customer experience improvement program to help
improve the quality, reliability and performance of the Microsoft software and services
In this we are having checkbox for accepting to join the program which was shown in the above
figure.

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In error reporting it asks to report about the error notification preferences on behalf of the
users.
In this we are having a radio button with three options to choose one which was shown in the
figure above.

Data Management:
In this Data Management we are having a total of eight Features namely Duplicate Detection
Settings, Duplicate Detection Rules, Duplicate Detection Jobs, Bulk Record Deletion, Data Maps,
Imports, Templates for Data Import and Sample Data.

Duplicate detection settings:

If we want to detect duplicates in the system, we can find that by using this . By the duplicate
detection we can get accurate data in our database by identifying and preventing identical or
similar records. It is important to have clean, reliable data in our system.
 

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We can enable the detection by specifying these conditions:
When a record is created or updated.
When Microsoft crm for outlook goes from offline to online.
During data import.

Duplicate detection rules:

For detecting the duplicate record we have two rule
1. Single entity duplicate detection rule: by using this rule we can define the criteria of
detection within an entity.
2. Cross entity duplicate detection rule: by using this we can find with in the two entities.

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If there is a duplicate, warning window will comes up .we can create duplicate detection on two
different objects.
Duplicate job detection:
We don’t have to wait until a duplicate record is being created in order to check for duplicates
the appropriates rules in place within the system, we can run duplicate detection job in order to
identify any duplicates in the system.

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138
139
140
Bulk Record Deletion:
Bulk record deletion is used for deleting the more no of records at a time based on the query
given.

141
142
Templates for Data Import:
Here we can download the templates for importing data to whatever records.

After downloading we can save the template.

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Sample data:
With this we can add sample data to the system.

We can also remove the installed sample data from the system.

After completing the Data Management module we are having another module called System
Jobs in Settings Tab.
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System Jobs:
System Jobs are nothing but whatever we do that is create, delete, edit, update, Bulk delete
All will be stored in the system jobs.

Document management:
Document management in Microsoft crm enables to store and manage documents on a server
that running share point. Documents are stored on server that is running SharePoint, non-
Microsoft dynamics crm users can directly access the document on the server.
Document management setting:
By this we can control over the SharePoint site which is c0onfigure to hold our CRM documents
as well as the document locations which are created via list components.

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146
Install list component:
With this we can install list components. Here link will be there to download it.

SharePoint sites:
A SharePoint site is a record on a SharePoint server or in a site collection. SharePoint site
records map to sites or records on SharePoint server.

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SharePoint Document Location:
SharePoint Document Location record in CRM that has the path to the SharePoint folder and
warns you that it is about to create a document folder. 

Here specify absolute URL means where our documents will be stored.

Auditing:
Auditing means planning and documenting activity. In this auditing we have global audit
settings, entity and field audit settings, audit summary view, audit log management
Global Audit Settings:
Global Audit Settings are settings which we set to the organization for auditing purpose.
In Global Audit settings we have the following tabs
General in this we can set display options, IM presence option, set the full name etc.
Calendar in this we can set the scheduling options.
Formats in this we can set the language, number, currency, time and date formats.
Auditing in this we can set the audit settings and also enable auditing in the areas (Entities).
Email in this we can set the configure email processing settings
Marketing in this we can set direct email through mail merge is enable in campaigns
Customization in this we can set application mode form mode html component support and
document mode
Outlook in this we can set the outlook settings

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Reporting in this we can set report settings
Goals in this we can set the roll up expiration time and roll up frequency.

Entity and field auditing settings:

Here we can enable auditing in entities and fields.

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Audit summary view: here we can view the chronological list of transitions across records and
users.

Audit log management: Here we can manage space by deleting old and unwanted logs.

Customization:
In customization we can edit entities, forms, fields, web resources, client extension etc.
In this we have customize the system, publishers, solutions, developer resources.

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Customize the system:
In this we can create, modify, or delete components in our organization. Components includes
entities, fields, relationships, forms, reports, processes and others.
In customizations we have different types and they are shown below

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Here we need to specify the name, ownership, where we need to display that entity after save
& publish it.
Forms:
Here we can create forms. We can create form for web & mobile.

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In form we can create new field by clicking new field tab, then after placing that field in form,
after completion of form creation save and publish it.
If we want to change the form properties by using change properties tab, if we want to remove
any field in form we can remove by using remove tab.
Option set:

In option set we can set the options like yes/ no.

Client extension:
Client extension explains how to extend Microsoft Dynamics CRM clients using Sitemap,
ISV.Config, and IFrames.

Web resources:
Web resources are virtual files that are stored in the Microsoft crm database and that you can
retrieve by using a unique URL address.
We having ten types there in web resources those are: webpages (HTML), style sheets (CSS),
Script(JSCRIPT),images(PNG),images(JPG),images(GIF),stylesheet(XSL),sliverlight(XAP),ICO
format, data(XML).
According to type we will write the code.

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Publisher:
Publisher is nothing but the prefix that will be used when new attributes are created can be
changed by updating the default publisher.
For this we have to follow these steps.
 Navigate to Settings > Customizations > Publishers.
Select the default publisher from the list.
Modify the prefix, changing it from new to the desired custom prefix, and click Save and Close.
Publish customizations by going to Settings > Solutions, and clicking Publish All Customizations.

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After that just click on the publishers then you will get default publisher list.
Publisher is nothing but the prefix that will be used when new attributes are created can be
changed by updating the default publisher.
For this we have to follow these steps.
 Navigate to Settings > Customizations > Publishers.
Select the default publisher from the list.
Modify the prefix, changing it from new to the desired custom prefix, and click Save and Close.
Publish customizations by going to Settings > Solutions, and clicking Publish All Customizations.

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After that just click on the publishers then you will get default publisher list.
Publisher:
Publisher is nothing but the prefix that will be used when new attributes are created can be
changed by updating the default publisher.
For this we have to follow these steps.
 Navigate to Settings > Customizations > Publishers.
Select the default publisher from the list.
Modify the prefix, changing it from new to the desired custom prefix, and click Save and Close.
Publish customizations by going to Settings > Solutions, and clicking Publish All Customizations.

After that just click on the publishers then you will get default publisher list.

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In that we create new publisher by clicking on the new button.

After filling all the fields just Click Save and Close and you should now see the new Publisher in
the view.  Let’s navigate over to the solutions now and click New:

The first thing we’ll do is select our Publisher using the lookup form:
Here, we’ll select our new Publisher and click OK:

With that selected we’ll finish filling out the remaining fields for our new Solution. 

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Solutions:
In the CRM 2011 we can now simply export and import the customizations in the form of
solutions. There are two type of solution in the CRM 2011.They are
 Default Solution: This is the customizations of our entire CRM 2011 Organization.
 Managed Solution: Managed solution is a packed and users can install it on their machine.
 The benefit of the Managed solution is that, it can be uninstalled if we do not wish to use any
of its components any more. The deleting/uninstalling does not impact any other customization
in the system. But in the CRM 2011, if you have imported the managed solution then you need
to simply delete this solution, it will automatically remove all the components included in the
solution like, Forms, Customizations, Fields and Buttons.
 Un-Managed Solution: We generally use the unmanaged solution during the development
process. An un-managed solution cannot be deleted like the Managed solution. Changes made
by importing the unmanaged solution are permanent and is included as a part of the existing
entity customizations. If we have imported the Solution on any system as Unmanaged, and if
we need to remove the, then we need to remove the each item manually from CRM.

Export the Solution:

If you want to take a backup of our entire organization customization we can export the Default
customization. To export the default solution, please open the CRM.
Go to the Settings –> Customizations, as shown in the below screenshot.

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Now click on “Customize the System”, it will open the following window.

As shown in the above screenshot, we need to click on the “Export Solution” button, to export
all the customizations from the CRM.

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 Export the Managed Solution:

 To export the solution as Managed, we need to create a solution. And add the required
component in this solution.

To create the new solution, open the CRM and go to the Settings –> Solutions as show in the
below screenshot.

Now click on the new button to create the New Solution. And we can add the required
component in this solution. Suppose if we want to export the account entity customizations,
then the solution will be as follows.

As shown in the above screenshot, we have created a solution in which we have added the
Account entity. Now we need to click on the Export Solution button to export the account entity
customization.

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In the Export Solution wizard, on the 4th Screen we need to select the option to export the
customization as managed. As show in the below screenshot.

Export the Un-Managed Solution: To export the Solution as Un-Managed, you need to select
the “Unmanaged” option, as shown in the below screen.

Import the Solution:

To import the Managed/Unmanaged solution, please open the CRM, and Go to the Settings –>
Solutions and click on the Import button. It will display the following window.

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Now you need to browse the .zip or .cab solution file to import the CRM 2011 Managed or Un-
Managed customizations.

Delete or Un-Installing the Solution: To uninstall the Managed solution we need to delete the
solution from the CRM. If you uninstall the Managed solution then all components which is
installed by us managed solution will be deleted. Say for example we added 2 custom fields in
the account entity as a part of a managed solution. If we delete/uninstall this solution from that
system, then these two fields will automatically be deleted without impacting any other part of
the entity customization.
To delete the solution, open the CRM and go to Settings –> Solutions and select the solution
and click on the delete button. As shown in the below screenshot.

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Issues faced with managing the solutions:

Suppose if we install the Managed solution on the any CRM and this solution contains the some
html web resources. And these are then manually added to the SiteMap and entity ribbons etc.
Deleting this managed solution will give the dependency error. We cannot delete this solution
because the components of this solution are used elsewhere in the project and not as a part of
the managed solution. As shown in the below screenshots, we are trying to delete the below
Managed Solution.

It will give the following error.

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After clicking on the Details link, it will clearly shows the dependencies. As shown below.

 Also if you want to Transfer the plug-in steps from one machine to another machine through
the Solution, you need to make sure that the plug-in assembly is set to be registered on the
database. If it is set to Disk importing this solution on another system would result in error as
this assembly would not be present on the target system.

Developer Resources:

CRM 2011 includes a Developer Resources page which provides additional information and
tools for the CRM developer.
We find the page by navigating to: Settings, Customizations, Developer Resources, where the
following page is displayed

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Organization Unique Name
The Unique Name for an organization is the internal name or the database name that was
assigned when we created the organization. This name is sometimes required by applications
that connect to our CRM organization to perform operations.

Windows Azure AppFabric Issuer Certificate

If you will be performing any work using the Windows Azure appfabric, we will need to install a
certificate that used during the authentication process.

Discovery Service Endpoint

If we will be working with multiple CRM organizations, we will need to establish a connection to
the CRM Discovery service which will return to you a list of organizations that our security
credentials have access to.

Organizational Service Endpoint

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The Organizational Service is the main API for interacting programmatically with CRM 2011. This
is what we connect to in order to perform any create, read, update, delete, or other operation
against the CRM data.  

Organizational Data Service

The Organization Data Service is similar to Organizational Service but it is restricted to Create,
Read, Update, and Delete operations only.

Dynamic Market Places

Dynamic Market Places are nothing but these comes under marketing module which comes in
creating marketing lists by having any of the following
By adding activities such as task phone email etc.
By adding records such as leads contacts accounts
By importing data such as xml, text, zip etc.

Process
One of the most powerful features of Microsoft Dynamics CRM 2011 is the automation
processes, providing the following benefits for organizations.
Automation of key business processes and procedures.
Standardizing systems and procedures.
Process is of two types they are workflow and dialogue.

Workflow
The automated or asynchronous processes that may require user input to start them. Further,
these processes do not require user input to run them to completion. These processes run in
the background. 

Steps for creating the Workflow

In the solution package, navigate to Processes and open the Processes view.

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Click on New to create a new workflow
On the Process: New page, give the new workflow a name, select an entity it will work
Against, and from the Category drop-down, select Workflow.

Leave default the selection for new blank process, and click on the OK button.
The process wizard starts, and it allows us to configure the workflow properties
And parameters.

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In the Options for Automatic Processes section, I will select the scope to be
Organization, and the start to be generated by the Record is created event.

Next, we will add a simple e-mail notification step to be executed. Click on Add Step

And select Send E-mail. This will add the Send e-mail step, and allows us to configure
The properties.
Click on Set Properties, and start customizing the e-mail properties. We can add the

From to be the current user that creates the record, and the to field to be the owner
Of the record. Also, we can create a subject and body.

Click on Save and Close to complete the message configuration.

Additionally, you can define a step description in the workflow step wizard window.

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With our step created and configured properly, now we can save the workflow.

Click on Save. In order to enable this workflow, we have to activate it. Click next
On Activate.
Click OK on the Process Activation Confirmation window. If there is no error in
The workflow, it will become active.

Once the workflow is activated, we can create a new record and verify that it performs
As expected.

Dialogue
The interactive or synchronous processes that require user input to start and run them to
completion. When you start the dialog process, a wizard-like interface is presented to you so
you can make appropriate selections to run the process. 

Steps for creating a dialogue

Open the solution package, and navigate to Processes.

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In the Processes view, click on new to add a new process.
On the Process: New window, select Dialog this time.

Keep new blank process selected and click on OK.

The dialog configuration window allows us configure the dialog details. A dialog can

Be started as either an on-demand process, or as a child of another process. This

Allows us to create smaller dialogs, and chain them together as required to achieve

Our final result. We will mark this dialog as an on-demand process, so we can see the

Very basic functionality available.

To capture user interaction, we will first add a page to the dialog, and then a Prompt

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And Response on that page.

Click on Set Properties to define the prompt and available answers

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Click on Save and Close to finish defining this step.
In the process builder, add a new Update step that will fill in the captured details

Within the form field.

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Click on Set Properties to define which value gets assigned to what field. We are

Being presented with the standard Contact form. Click into the First Name field, and

From the Form Assistant, select New contact first name under Local Values in the

Look for drop-down list, and Response Text. Click on Add and then OK.

Save and Close this form. Save the dialog and activate it.

To test this newly created dialog, create a new Contact record, and from the ribbon,

Click on the Start Dialog button.

From the selection window that opens up, select the dialog we created earlier

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Click on OK and answer the prompt question.

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