Published on January 18, 2014
www.little-logic.com Customization and Configuration MICROSOFT DYNAMICS CRM
www.little-logic.com 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.
www.little-logic.com 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)
Introduction MICROSOFT DYNAMICS CRM
www.little-logic.com 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.
www.little-logic.com EXTENSIBLE USER EXPERIENCE
www.little-logic.com SALES PROCESS FLOW
www.little-logic.com SUPPORT AND SERVICES PROCESS FLOW
www.little-logic.com MARKETING PROCESS FLOW
Multi – Tier ARCHITECTURE
www.little-logic.com MULTI-TIER ARCHITECTURE
Workflows and Dialogues PROCESSES
www.little-logic.com 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‟
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
Business Units SECURITY ROLES
www.little-logic.com 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
www.little-logic.com 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.
www.little-logic.com SECURITY FEATURES Privileges Access Levels Security Roles Roles and Business Units Creating and Copying Roles
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com COMMON PRIVILEGES OF ROLES
www.little-logic.com 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).
www.little-logic.com PRIVILEGES (CONT.)
Users and Teams CONFIGURATION
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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.
www.little-logic.com 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
www.little-logic.com 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
www.little-logic.com 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.
www.little-logic.com 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
www.little-logic.com 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”
www.little-logic.com 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.
Forms, Views, Charts, Entities and Fields CUSTOMIZATION
www.little-logic.com 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.
www.little-logic.com CUSTOMIZING FORMS (CONT.)
www.little-logic.com 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
www.little-logic.com CUSTOMIZING CHARTS Charts provide an aggregate visualization of view data Chart customizations typically include: Series field and aggregate method Category field and date groupings Chart type
www.little-logic.com 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.
www.little-logic.com CUSTOMIZING ENTITIES Add completely new custom entities to meet the requirements of the organization Add or remove attributes from existing entities Create relationships and mappings between entities
www.little-logic.com CUSTOMIZING FIELDS Store Are individual items of data in an entity physically stored in SQL Server tables System fields Custom fields.
www.little-logic.com FIELD DATA TYPES
www.little-logic.com RELATIONSHIPS 1:N System to Custom 1:N Custom to System 1:N Custom to Custom Self-Referential N:N Native Manual
www.little-logic.com 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.
www.little-logic.com 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.
Field Security CUSTOMIZATION
www.little-logic.com FIELD SECURITY Enable the fields you wish to secure for Field Security Define one or more Field Security Profiles to control access to enable fields
www.little-logic.com 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
www.little-logic.com 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.
www.little-logic.com SOLUTIONS Components
www.little-logic.com MANAGED AND UNMANAGED SOLUTIONS Managed Managed Properties Control over levels of customization Unmanaged A store of customizations
Extending Applications REPORTING
www.little-logic.com 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.
www.little-logic.com 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.
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