2013 User Guide. Contents

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2013 User Guide

Microsoft Dynamics CRM 2013

Microsoft Dynamics CRM Online Fall '13 Microsoft Dynamics CRM for tablets Microsoft Dynamics CRM for phones Microsoft Dynamics CRM 2013 for Microsoft Office Outlook

This user guide is for people who prefer a print version of CRM Online Fall ’13 Help and for those who want to customize the content for their organization. For videos, quick reference cards, eBooks, and for up-to-date information, visit the Customer Center at

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About this guide

This user guide is for people who prefer a print version of CRM Online Fall ’13 Help and for those who want to customize the content for their organization.

For videos, quick reference cards, eBooks, and up-to-date information, visit the Customer Center at www.CRMcustomercenter.com

Welcome to the User Guide

What's new?

What's new in Microsoft Dynamics CRM 2013?

Welcome to Microsoft Dynamics CRM 2013!

For phones! New CRM apps for Windows Phone, iPhone, and Android

With the new smartphone apps, you can now access important customer information from your phone.

Download the app from Windows Marketplace, Apple Store, or Google Play, or check with your CRM admin (if that's someone other than you) for instructions for your organization.

Works with:

 Windows 8.x

 Apple iPhone iOS 6.x

 Android 4.x Key features:

 See your CRM data quickly displayed and optimized for a mobile screen.

 Add and modify contacts, tasks, and notes as well as other relevant sales data.

 View activity feeds and see addresses on Bing Maps. Windows Phone only.

 Get back to recently viewed records even when you’re not connected. Windows Phone only.

 All this with no additional license fees.

More information: CRM for phones: Set up and use

For tablets! New CRM apps for Windows 8 mobile devices or your iPad

Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are. Use your Windows 8 device or iPad to stay up to date with your customer info—even when you’re

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on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, and leads while the details are still fresh in your mind.

Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin (if that’s someone other than you) for instructions for your organization.

Works with:

 Windows 8 (including Surface Pro or Surface RT)

 iPad (4th Gen)

 iPad (3rd Gen) Key features:

 Access your activities, accounts, contacts, leads, and opportunities from an easy-to-use dashboard.

 Quickly enter customer data with only a few taps.

 Track progress for key performance indicators visually with charts.

 Use Skype to communicate with your contacts.

 Access your personalized views of lists to see the data most important to you.

 Pin tiles to the app dashboard to get to the info you need quickly.

 All this with no additional license fees.

More information: CRM for tablets: Set up and use

New business processes help you follow best practices for common

scenarios

Check out the Microsoft Dynamics Marketplace for several business process solutions that help organizations like yours follow best practices for common scenarios by industry. These solutions help you save time by giving you a great starting point for creating business processes that match the way you do business.

More information: Business process solutions available for download

The system also comes with several business processes already installed. You can use them as-is, or edit them as needed. More information: Add ready-to-use business processes

Announcing Social Insights powered by InsideView

With Social Insights, powered by InsideView, your Microsoft Dynamics CRM account information goes from static to dynamic with constant updates to three essential types of information – data, insights, and connections. InsideView applies proprietary triangulation and validation techniques across 30,000+ sources and millions of company and people profiles to deliver relevant, accurate company and contact information that helps sellers find more leads, win more deals, and retain and grow customer accounts. Microsoft Dynamics CRM brings Social Insights to you with every Microsoft Dynamics CRM Online Professional license at no additional charge (U.S. only). Create compelling customer interactions. Access more degrees of connection for every prospect. Social Insights helps sellers to be more efficient and effective, while driving CRM

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adoption, because it gives them the real-time insights they need to succeed – all in one place; all within Microsoft Dynamics CRM. Learn more about Social Insights

Navigate easily with the redesigned user interface

The new user interface makes doing common tasks quicker and easier:

 No more Navigation Pane. To move around in the web application, you’ll use the nav bar at the top of the page. The nav bar includes “breadcrumbs” to let you know where you’re working in the system. More information: eBook: Start working in CRM

 It’s easier to enter data. Look for the Create command in the nav bar at the top of the page. Just click or tap the command, and then enter data in a few fields to get new information into the system. More information: Quick create--Enter new contacts (or other data)--fast!

You can add products quickly to opportunities, quotes, and orders -- and update details like price, quantity, and discounts right on the screen where you’re working. Plus, you can look up and add key stakeholders and see at a glance who is involved and what their role is. More information: Create or edit an opportunity

 Click or tap to contact someone. Stay in touch with your customers by clicking or tapping a phone number to make calls via Lync or Skype. Click or tap an email address to send an email. In addition, you can see addresses on Bing Maps. More information: Place calls with Skype or Lync

Microsoft Dynamics CRM is ideal for touch-enabled monitors as well as for monitors that require a mouse.

New mobile apps for phones and tablets

CRM for phones: Set up and use

CRM for phones is the essential business tool to help you stay connected and productive wherever you are. Stay up to date with your customer info—even when you’re on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, leads, and opportunities while the details are still fresh in your mind.

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 See your CRM data quickly displayed and optimized for a mobile screen.

 Add and modify contacts, tasks, and notes as well as other relevant sales data.

 View activity feeds and see addresses on Bing Maps. (Windows Phone only.)

 Get back to recently viewed records even when you’re not connected. Windows Phone only. All this with no additional license fees.

If you haven’t installed the CRM for phones app, you can access your data using your phone’s browser. However, this isn’t recommended because you lose the advantages of using the app (see the preceding list).

The CRM for phones app is for installation on smartphones and isn’t supported on tablets.

What you need to use CRM for phones

If your company uses Microsoft Dynamics CRM Online, Microsoft Dynamics CRM Online Fall ‘13 is required.

If your company uses an on-premises version of Microsoft Dynamics CRM, Microsoft Dynamics CRM 2013 is required. Organizations that are using earlier versions of on-premises editions of Microsoft Dynamics CRM will need to upgrade.

You must have an Internet or intranet connection and should install the CRM for phones app. See “Installing the CRM for phones app” later in this topic.

CRM for phones compatibility matrix

The following table lists the browsers that CRM for phones works with.

Browser Version CRM for phones app CRM for phones browser

Windows Phone - Internet Explorer Mobile

7.x X

8.x X X

Safari on iPhone iOS 5.x X

6.x X X 7.x X X Android 2.3 X 3.3 X 4.x X X Blackberry 6.x X 7.x X Note

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Browser Version CRM for phones app CRM for phones browser

10.x X

Required permissions

Microsoft Dynamics CRM 2013 introduces a new security privilege to provide access to use CRM for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile which granted a user access to use what was called Mobile Express, now called CRM for phones. The Go Mobile privilege has been renamed to CRM for phones.

By default, this privilege is included for the following default security roles:

 CEO-Business Manager

 Salesperson

 Sales Manager

 Vice President of Sales

 System Administrator

 System Customizer

This applies to new installations Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs.

Supported languages

CRM for phones supports the languages listed in the following table.

Mode Languages

CRM for phones browser All available Microsoft Dynamics CRM languages versions

CRM for phones app – Windows Phone

1. Chinese (Simplified) 2. Chinese (Traditional) 3. Czech 4. Danish 5. Dutch 6. English 7. Finnish 8. French 9. German

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Mode Languages 10. Greek 11. Hungarian 12. Italian 13. Japanese 14. Korean 15. Norwegian 16. Polish 17. Portuguese(Brazil) 18. Portuguese (Portugal) 19. Russian 20. Spanish 21. Swedish CRM for phones app - iPhone

1. Chinese (Simplified) 2. Chinese (Traditional) 3. English 4. French 5. German 6. Italian 7. Japanese 8. Portuguese (Portugal) 9. Spanish

CRM for phones app - Android

1. Chinese (Simplified) 2. Chinese (Traditional) 3. English 4. French 5. German 6. Italian 7. Japanese 8. Portuguese (Portugal) 9. Spanish

When the application first loads after installation, it determines the device language and loads the user interface in that language. If the device language isn’t one of the supported languages, the application loads in English. Once the application has been configured in a Microsoft Dynamics

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CRM organization, the application will load the application pages in the language specified in your personal options. If your language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization’s base language isn’t supported, English will be the final fallback if it is enabled on the server.

Installing the CRM for phones app

Check with your admins to see if they have set up CRM for phones for you by using Set up CRM for phones. If they have, and you’ve been directed to install CRM for phones, do the following:

 Windows Phone 8 users

Go to the Windows Phone Store and install Microsoft Dynamics CRM.

 Apple iPhone users

Go to the Apple App store and install Microsoft Dynamics CRM.

 Android phone users

Go to the Google Play store and install Microsoft Dynamics CRM.

The app will display a splash page with a text box to enter your company’s Microsoft Dynamics CRM web address.

Sign-in for Microsoft Dynamics CRM Using CRM for phones

Navigation and search

When you first open CRM for phones, you’re presented with a list of record types such as accounts, contacts, and leads.

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Tap a record type to display a list of records.

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Tap the search icon.

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Views

CRM for phones displays the first two columns of the selected view. Tap the view name to change the current view. For example, you can change the view from Active Contacts to My Active Contacts by tapping Active Contacts and selecting My Active Contacts.

Initially, 10 records are retrieved for display. Scroll down to retrieve more records. Forms

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Only fields that contain data are displayed.

Lookup fields

Use Lookup fields to find records. Tap the Find icon ( ).

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Tap Look Up More Records.

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Select the record and tap done.

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Start a call or email

Start a call or launch your email app by tapping on a phone number or an email field.

Tap the phone number to start a call. Complete activities

After finishing an activity, you can mark it as complete. On a Windows Phone, tap the check icon.

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On an iPhone or Android, tap the more command and then tap MarkActivityAsComplete.

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Add attachments

You can add an attachment such as a document or picture to a record. Tap the attachment icon.

Windows Phone app features

The following features are available with the CRM for phones app for Windows Phone. Activity feeds

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If activity feeds are enabled in your Microsoft Dynamics CRM, you can view user or auto posts in CRM for phones.

Tap what’s new.

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Record panorama

You can swipe to view additional information. Swipe to view related entities (record types).

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Swipe to view the activity feeds wall.

Offline

You can access recently viewed (cached) data while disconnected from the network. You can view but not edit data.

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On a Windows Phone, if you’ve modified organization settings by making customization or other changes, you can force the changes to appear on the phone by clearing the cache. Tap the gear icon and then tap clear local cache.

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See Also

Known issues for CRM for tablets and phones Set up CRM for phones

Create and edit mobile forms

Introducing CRM for tablets

Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are. Use your Windows 8 device or iPad to stay up to date with your customer info—even when you’re on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts,

accounts, and leads while the details are still fresh in your mind. Works with:

 Windows 8 (including Surface Pro or Surface RT)

 iPad (4th Gen)

 iPad (3rd Gen) Key features

 Access your activities, accounts, contacts, and leads from an easy-to-use dashboard

 Quickly enter customer data with only a few taps

 Track progress for key performance indicators visually with charts

 Use Skype to communicate with your contacts

 Access your personalized views of lists and grids so that you see the data most important to you

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Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin (if that’s someone other than you) for instructions for your organization.

See Also

CRM for tablets: Set up and use

With Microsoft Dynamics CRM for tablets you can access your Microsoft Dynamics CRM account from mobile devices through our new tablet apps: Microsoft Dynamics CRM for Windows 8 and Microsoft Dynamics CRM for iPad. You can look up records, edit them, create new ones, and keep in touch with colleagues. All while on the go!

What you need to use CRM for tablets Hardware

Minimum Hardware Requirements

Processor ARM

Memory 1 GB

Resolution 1366x768 (720p)

1920x1080 (1080p)

Other resolutions will be supported through operating system scaling.

Operating Systems

Operating System Supported

Windows Windows 8 RT Yes Windows 8 Yes Windows 7 No iOS iOS 7 Yes iOS 6 Yes

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Devices

Hardware Device Supported

Windows 8

Surface RT Yes

Surface Pro Yes

Windows 8 RT (other manufacturers) See Hardware Requirements Windows 8 (other manufacturers) See Hardware Requirements iOS

iPad (4th Gen) Yes

iPad (3rd Gen) Yes

iPad 2 (2nd Gen) No

iPad (1st Gen) No

iPad Mini No

iPhone (any version) No

iPod (any version) No

MacBook (any version) No

CRM for tablets is not compatible with other mobile devices, such as smart phones (Windows Phone, iPhone, or based), or other tablet devices, such as Android-based tablets.

Deployments

CRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using CRM for tablets require the Microsoft Dynamics CRM Online Fall ‘13 release. Microsoft Dynamics CRM 2013 on-premises deployments require Internet Facing Deployment (IFD) for users to access their data on their tablets.

Required Privileges

A new security privilege was introduced to provide access to use CRM for tablets. The privilege is called Use CRM for tablets.

Prior releases of Microsoft Dynamics CRM have included a privilege called Go Mobile, which grants a user access to use of Microsoft Dynamics CRM from a mobile phone. To avoid

confusion between the existing privilege (for phones) and the new CRM for tablets privilege, the Go Mobile privilege has been renamed to CRM for phones.

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By default, this privilege is included for the following default security roles:

 CEO-Business Manager

 Salesperson

 Sales Manager

 Vice President of Sales

 System Administrator

 System Customizer

This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs.

Supported Languages

CRM for tablets supports the following languages:

 English - 1033  French - 1036  German - 1031  Italian - 1040  Spanish - 3082  Portuguese (Portugal) - 2070

When the application first loads after installation, it will determine the device language and load the user interface in that language. If the device language is not one of the supported languages, the application will load in English. Once the application has been configured in a Microsoft Dynamics CRM organization, the application will load the application pages in the language specified in the user’s personal options. If the user language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization’s base language is not supported, then English will be the final fallback if it is enabled on the server.

Install CRM for tablets

Check with your admins to see if they have set up CRM for tablets for you. More information: CRM for tablets: Information for admins. If they have, and you’ve been directed to install CRM for tablets, do the following:

Windows 8 users

Go to the app store for Windows 8 and install Microsoft Dynamics CRM. Apple iPad users

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CRM for tablets app on Windows 8 start screen

The app displays a splash page with a text box to enter your company’s Microsoft Dynamics CRM web address. After you provide the URL, click the arrow button in the lower-right corner to continue.

Sign-in for Microsoft Dynamics CRM

For Microsoft Dynamics CRM Online users

Once you tap the arrow button to sign in with the web address you provide, CRM for tablets adds “—d” (two dashes + d) to the address. For example, if your organization Note

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address is https://contoso.crm.dynamics.com, CRM for tablets will change the address to https://contoso--d.crm.dynamics.com.

If you need to retry signing in, you’ll see “—d” in the web address. You can sign in with the modified address or reset it to the address you normally use.

Use CRM for tablets Sales Dashboard

The home page that appears in CRM for tablets displays a combination of views and charts. The views, charts, and order they are displayed on the home page are based on a dashboard named Sales Dashboard. This is a new system dashboard created specifically for CRM for tablets.

The default dashboard experience is tailored for salespeople, but your admin can customize this dashboard through the web application the same way they would customize any other system dashboard.

The Sales Dashboard contains the following content by default:

 Pinned Tiles section

 My Activities (List)

 My Open Opportunities (List)

 My Open Leads (List)

 My Active Accounts (List)

 My Open Opportunities – Sales Pipeline (Chart)

 My Closed Opportunities in Current Fiscal Year – Top Customers (Chart)

The Pinned Tiles section doesn’t appear in the web application and appears only in CRM for tablets if you have pinned records or views to the dashboard.

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Command bar

By default, some of the commands that appear in the web application don’t appear in the CRM for tablets app. Similar to the web application, the command bar is context-sensitive and, depending on what is currently viewed or selected, the available commands will change. To access the command bar on a Windows 8 device, swipe up from the bottom of the screen. For some screen elements, a tap and hold will open the command bar.

New record

To create a new record, while you are on the Sales Dashboard, swipe up from the bottom to access the command bar and then tap the New Record button. This displays a list of all record types that are enabled for CRM for tablets that also have Quick Create forms.

Only entities that have Quick Create forms appear in this list. Refresh

On any page, access the command bar and tap the Refresh button to get the latest data for the page.

Manual sync Important

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To manually synchronize CRM for tablets with your Microsoft Dynamics CRM data, close the CRM for tablets app, reopen, and then choose to download the latest customizations, if there are any. Recently viewed data while you were connected is cached and available when you are disconnected. Record data like Accounts or Contacts are not synched. You can’t choose which data syncs to the device like what is possible with Microsoft Dynamics CRM for Outlook. Open in browser

The Open in browser command opens the current view or record in the CRM web application. You must sign in to the web application.

Simple lists

The lists of records that appear on the Sales Dashboard and within a form appear as simple lists. These lists have a different appearance than the typical view of records. There are a few

frequently used actions you can perform on a simple list:

 Tap the header of a list to access the full list for the current view.

 Tap a list item to open the form for that item.

 Tap and hold an item to display the command bar.

 Tap the new item button (+) to the right of the view name to create a new record of that type. Note the following.

 The new item button (+) appears to the right of the view name for any entity type that is Read/Write enabled for CRM for tablets.

 Simple lists retrieve ten records at a time regardless of the Records Per Page setting in your Personal Options area of the web application. As you scroll to the bottom of the list, CRM for tablets displays additional records.

Fields Displayed

A typical view of records displays all columns in the view definition. A simple list displays the first few columns from the selected view. Simple lists are also capable of displaying images for each record if the entity is enabled to display images.

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There are a few special list types. The Activity, Stakeholders, and Sales Team lists are discussed in the next sections.

Activity Lists

The simple list for activities includes some special functionality that isn’t available on other lists. Each standard activity type (such as Phone call and Task) includes an icon to differentiate it from the other activity types. Next to the icon, the primary field for the activity is displayed and will wrap up to 3 lines. The next field to display is the first field from the view excluding the primary field, Due Date, and Activity Type. Activities that can be marked as complete will include a check box next to them. Simply tap the check box to mark the activity as complete.

The activities list displays activities that are due today and past due activities in a darker color. Activities that are not due today or past due appear in a lighter color. Activities with a due date will display the date and time of when they are due.

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Note the following:

 The Description field for emails will not appear in lists. This is because it may contain HTML.

 For Activities, the new item button (+) opens a flyout so you can select the type of activity to create. This flyout contains a list of all the read/write enabled activities.

Stakeholders and Sales Team Lists

The Stakeholders and Sales Team lists that appear within an Opportunity display the primary field and role. These two entity lists have inline create and editing. When you tap the (+) on these lists, the existing list items move down and a lookup and a drop-down list will become present. Now you can select (or create) an entity to add to the list through the lookup, and to assign a role through the drop-down list.

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Editing is an inline experience as well. If you tap the down arrow next to the role name, the drop-down list appears in edit mode and you can change roles.

Select View

To change the view used to display a list of records, tap and hold the name of the list. The command bar appears, which includes the Select View button. Tap the Select View button to select a different view.

Personal views are listed before system views. You can’t create new views within Microsoft Dynamics CRM.

Lists

Lists display columns similar to what you see in the web application and can be configured by editing the view for the entity. For more information, see Create or edit views.

If a list is too wide to display on your screen, you can swipe to scroll to the right, and then back to the left. If more rows are available than what fits on the screen, a scrollbar appears. Up to 25 records are displayed by default. As you scroll down, CRM for tablets displays additional records. A status indicator may appear to indicate that more data is being retrieved.

Resize Columns

You can resize the width of columns in a view. To resize the columns, select the Resize

Columns button from the command bar, and then drag the column handles to the desired width. The resizing of view columns is sticky per device.

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When you tap a column header, the view will be sorted in ascending order by that column. When you tap the column again, it will reverse the sort to be descending. The sorting of view columns is sticky per device.

Forms

In CRM for tablets, forms have the same fields as configured in the web application.

Sales Lead form in web application

Sales Lead form in CRM for tablets

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Because the same form definition is used, you do not have to manage forms separately. For example: If you add a new field to the form, you do not need to remember to modify a different form for it to appear in CRM for tablets.

Fields

Item Description

Lookup s

Lookup fields have a slightly different user experience than you may be used to with the web application. Lookup fields in the CRM for tablets app require that you type a few characters to search for the record you want. There is not an option to select a record from a view. When you type characters into the lookup field, CRM for tablets shows matching results in the bottom left corner of your screen. To select a record, simply tap it in the list of results.

Security Fields

Field-level security is applied in CRM for tablets.

Phone Number and Email Address Fields

You can start a Skype call or new email message with your default email provider because phone number and e-mail fields are clickable in forms and lists.

Communication Card

A special tile exists to represent User or Contact records. This type of tile is referred to as a communication card. As shown in the following screenshot, the communication card appears at the top of the list of tiles in the Relationships section of the form.

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On the right side of the communication card is an email button and a phone call button. If you tap the email button, it will open your default email application on your tablet. If you tap the phone call button, it will initiate a Skype call. If you click or tap the phone icon to make a Skype call, the CRM for tablets app will open the phone call form when you return. On a Windows 8 device, you are automatically directed to the app store if Skype isn’t installed. Tapping the main section of the contact card will open the corresponding record.

CRM for tablets displays a communication card on any form that contains a Quick View form for the Contact entity. The user and contact forms always have a self-referential communication card. For example: The form for a contact record includes a communication card for the currently viewed contact record. The form for a user record always displays a communication card for the currently viewed user record.

Contacts that you pin to the dashboard appear with the communication card experience if you enlarge the tile.

When you send an email message, it is not tracked in Microsoft Dynamics CRM. You must use CRM for Outlook to manually track the sent email.

Next and Previous Records Important

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When you open a record from a list, the left side of the form includes a slider bar to navigate to other records from the originating list. Simply tap and hold the slider bar and move it up or down to access the next or previous records.

As you move the slider bar up or down, you will see the names of the records from the list that you can choose. When you release your finger from the slider bar, the selected record will open. Notes and Attachments

You can create, view, and edit notes within CRM for tablets. You can also add attachments from your device.

Form Features not available

There are some features available in the web application that are not available in CRM for tablets. This includes the following:

 Yammer and Activity Feeds

 Bing Maps integration

 SharePoint Document Libraries

 iFrames - typically used for including web pages in a form.

 Web Resources

 The ability to switch to another form when there are multiple entities per form. The CRM for tablets app always uses the first form in the form order that you have privileges to use.

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Business process flows

Business process flows are available in CRM for tablets similar to what is available in the web application.

There are a couple of navigation differences. A flag labeled Next Stage appears that you can tap to move to the next stage.

To display additional commands related to the process, tap and hold the header of the stage section to select it.

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The command bar appears with an option to move back a stage and another option to switch processes.

If you have a process that spans multiple entities, including an entity that is not available in CRM for tablets, you cannot navigate to the record type that is not available.

Save

Records are saved in CRM for tablets based on how your admin configured Auto Save in your organization settings.

Note the following:

 If Auto Save is enabled for your organization (the default), changes you made will be saved when you leave the form.

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 If Auto Save is disabled for your organization, you must use the command bar in CRM for tablets (swipe from the bottom of the screen) and tap Save to save your form changes. Charts

Charts appear if they are included in the Sales Dashboard. Drill Through

Similar to the web application, you can tap a section of a chart to drill through and see the records that represent that part of the chart.

Simply tap a section of the chart and you will see the chart alongside the corresponding records. Tap another section to view the records that represent that section or click the area surrounding the chart to view all records for the current view.

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Tap any of the records in the view to open the form for the record.

You can see charts alongside a list only if you tap a chart from the Sales Dashboard. It is not possible to make a chart appear next to a list if you do not start from a chart on the Sales Dashboard.

Change View

While you are viewing a chart, you can change the current view. If you change the current view, it will cause the chart to be refreshed with the data that matches the filters defined in the selected view. To select a different view, tap the Select View button on the command bar and then choose another view.

All available System Charts and Personal Charts will appear. Note

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Change Chart

To select a different chart to display the data, tap the Select Chart button on the command bar. Limitations

The dashboard only displays charts created through the Chart Designer in the Microsoft Dynamics CRM web application. If you modified the XML for a chart definition and imported it back into Microsoft Dynamics CRM, that chart may not display in CRM for tablets.

Search

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One of the great features available in CRM for tablets is the ability to execute a Quick Find query across multiple entities (max of 10) at once. Quick Find is a core feature of Microsoft Dynamics CRM that has been available since version 1.0. In the web application and CRM for Outlook, you are currently able to search against one entity at a time. The ability to search across multiple entities at once is new with this release and is currently available only within CRM for tablets. When you perform a multi-entity Quick Find, results are grouped by entity and sorted by the order specified in the Quick Find View for the entity.

As with any Quick Find query, the generated query uses a “starts with” condition. For example: If you search for “Alpine”, it would return any results where the searchable columns were found to match records that started with those characters. If the Account entity is enabled and the Name field is one of the enabled Find Columns in the Active Accounts Quick Find view, accounts that start with the word “Alpine” would be returned. Alpine Ski House might be one of the results returned. However, if you used the word “Ski”, this record would not be returned.

Note the following:

 The multi-entity Quick Find feature is available only within CRM for tablets.

 You need to type at least three characters before you can perform a multi-entity Quick Find search.

Although it is possible to add a wildcard character (such as “*Ski”), this type of search should be avoided because it can result in performance issues.

Filter to a specific entity

If you start a search from the dashboard, the search will default to search across all entities enabled for multi-entity Quick Find. If you are viewing a form or list for a certain entity (such as Account) and then you start a search, the search will default to filter based on that entity type. The upper-right corner of the application provides a drop-down field to change the current entity filter. You can choose to search against a specific entity or choose None to search against all entities enabled for multi-entity Quick Find.

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Choose None to search against all entities enabled for multi-entity Quick Find

Choose a specific entity to search against

Default Search Entities

The following entities are enabled by default for multi-entity Quick Find:

 Account  Contact  Lead  Opportunity  User  Competitor  Activities Offline (disconnected)

CRM for tablets caches records and lists that you have recently accessed within the app. The next time you open a record it will retrieve the data from the cache if it is available. A background request to the server will retrieve and render the changes and update the cache.

The CRM for tablets app uses internal logic to determine which records to maintain in the cache. There is not a background synchronization process like the CRM for Outlook application or the ability to define filters that control which records will be available when CRM for tablets is not

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connected. The records displayed on the Sales Dashboard are prioritized for caching. This includes the lists of records on the Sales Dashboard, as well as any records pinned to the Sales Dashboard. The data that is cached are the columns necessary to display the lists and tiles. Data from recently accessed lists and forms get second priority. The records that are cached are based on what you accessed in the CRM for tablets app. It does not cache based on records you accessed in the web application.

When CRM for tablets cannot connect to the Microsoft Dynamics CRM server, you can still access cached data. The data that is cached on your device is read-only and you cannot create any new records until you reconnect to the Microsoft Dynamics CRM server. To notify you that you are working in a disconnected state, an alert will appear to indicate you are offline. When the connection to the Microsoft Dynamics CRM server is available again, you can tap the Offline indicator and then tap the Reconnect link.

If you are using your CRM for tablets with Microsoft Dynamics CRM 2013 (on-premises):

 When you lose your internet connection, you can continue to use CRM for tablets while disconnected. However, once you start another app (essentially closing CRM for tablets), you will be unable to use CRM for tablets until you can connect to the internet.

Note the following:

 Charts are not available when you are offline.

 This cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on a Windows 8 device.

 CRM for tablets does not include a feature to remotely wipe the data from a device.

 Images such as contact photos are cached in the browser cache, so they might not be available when you are offline.

See Also

Known issues for CRM for tablets and phones Set up CRM for tablets (for admins)

Get started

Top tasks

Import contacts

Whether your contacts are stored in an email program, a spreadsheet, or on your phone, you’ll probably want to import them into Microsoft Dynamics CRM so you can keep track of the people you do business with all in one place.

Step 1: Get your import file ready First, you export your contacts into a file.

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These file formats are supported:

 Comma-separated values (.csv)

 Text (.txt)

 Compressed (.zip)

 Excel Spreadsheet 2003 (.xml)

The maximum file size allowed for .zip files is 32 MB. For the other file formats, the maximum file size allowed is 8 MB.

If you need to import a larger amount of data, see the Developer Toolkit for Microsoft Dynamics CRM for additional details.

If you store contacts in more than one program, add your import files to a single .zip file. Then import the .zip file to bring in all the files at once.

Follow the procedure for the program or location where your contacts are stored:

1. Export the contacts into a comma separated values file (.csv).

To find specific steps to export contacts from your email program, open the program’s Help, and search for “export.” Look for topics that include “exporting contacts” or “exporting your address book” or “export wizard” in the title.

2. Save the file in a location where you can find it easily later.

1. Open the spreadsheet.

2. If necessary, edit any column name in the spreadsheet to match exactly with the corresponding name shown here.

Warning

If the spreadsheet doesn’t include all the column names listed, that’s okay. However, if a column name does exist, it must match exactly with the

corresponding name in the list or the import won’t work. Spaces are required. Note that the word “Email” doesn’t contain a hyphen.

Column Name in Spreadsheet (spelling must match exactly) First Name Middle Name Last Name Business Phone Tip

Export contacts from an email program

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Mobile Phone Job Title Business Street Business City Business State Business Postal Code Business Country/Region Email Address

3. Save the file.

1. Use a USB cable or an app to export your contacts from your phone to your computer. To find specific steps to export contacts for your brand of phone, search for “export contacts from my phone” in your favorite search engine (like Bing).

To find an app, search your phone’s online store.

Step 2: Import the file

You’ll use the Import Data wizard to import your contacts.

1. Follow the steps for the app you’re using.

If using the CRM web application

a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.

b. Click or tap Settings > Data Management. c. Click or tap Imports.

If using CRM for Outlook

a. In the Navigation Pane, click or tap Settings > System > Data Management > Imports.

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2. Click or tap Import Data.

3. Browse to the folder where you saved the file that contains the export of your contacts. Select the file, then click or tap Open. Click or tap Next.

Tip

You can import only one file at a time. To bring in more files, run the wizard again later, or add all your contacts files to a single .zip file.

4. Review the file name, and if the file is in .csv or .txt format, verify that the field and data delimiters are correct. Click or tap Next.

Note

In most cases, you can accept the default delimiters.

5. Select Default (Automatic Mapping) for the System Data Map. Click or tap Next. 6. In the Microsoft Dynamics CRM Record Types drop-down list, select Contacts. Click or

tap Next.

7. For any record type with an alert icon, map the column from your contacts file to the corresponding field in Microsoft Dynamics CRM. Click or tap OK, then click or tap Next. 8. Review the summary, then click or tap Next.

9. Click or tap Submit.

10. To verify that the wizard was successful, click or tap Imports, then review the report. Otherwise, click or tap Finish.

Step 3: Check that the contacts imported successfully

After the wizard finishes, check your list of contacts to make sure they imported correctly.

1. Click or tap Microsoft Dynamics CRM, then click or tap your role (either Sales, Service, or Marketing).

2. Click or tap Contacts.

3. Scroll through the contact list. Check that each person is listed and verify the contents of the fields for accuracy.

See Also

Import accounts, leads, or other data

Whether your data is stored in spreadsheets, databases, or other systems, you’ll probably want to import the data into Microsoft Dynamics CRM so you can keep track of all your customer

information in one place.

You can import any type of information, such as accounts, leads, or opportunities – even activities or cases. (The different types of information are called “record types.”)

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Want to import contacts? More information: Import contacts Step 1: Get your import file ready

First, you’ll need to get your data into a file.

Make sure your data is as complete and accurate as possible when you create the import file. Fill in any missing info, and verify that names and other information are spelled correctly.

These file formats are supported:

 Comma-separated values (.csv)

 Text (.txt)

 Compressed (.zip)

 Excel Spreadsheet 2003 (.xml)

The maximum file size allowed for .zip files is 32 MB. For the other file formats, the maximum file size allowed is 8 MB.

If you need to import a larger amount of data, check out the Developer Toolkit for Microsoft Dynamics CRM for additional details.

You can add multiple import files to a single .zip file, and then import the .zip file to bring in all the files at once. For example, if several salespeople enter leads from a tradeshow into different spreadsheets, you can gather them into one .zip file for import.

For best results, it’s a good idea to make sure you (or your CRM admin, if that’s someone else) have some rules in place to reduce any duplicates when you import the data (called “duplicate detection rules”). More information: Set up duplicate detection rules

Step 2: Run the Import Data wizard

You’ll use the Import Data wizard to import the file.

a. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears in the nav bar.

b. Click or tap Settings > Data Management.

a. In the Navigation Pane, click or tap Settings > System > Data Management.

Note

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2. Click or tap Imports > Import Data.

3. Browse to the folder where you saved the file that contains the import file. Select the file, and then click or tap Open. Then, click or tap Next.

Tip

You can import only one file at a time. To bring in more files, run the wizard again later, or add all your import files to a single .zip file.

4. Review the file name, and if the file is in .csv or .txt format, verify that the field and data delimiters are correct. Then, click or tap Next.

Note

In most cases, you can accept the default delimiters.

5. Select how the wizard determines which fields to use for the data.

 Select Default (Automatic Mapping) if you want the wizard to determine the corresponding fields in Microsoft Dynamics CRM automatically. If the wizard can’t find a field, you’ll have the opportunity to “map” it yourself.

-- OR --

 Select For Generic Contact and Account Data if your import file contains contacts and accounts (and contacts are the main type of data).

-- OR --

 Select For BCM 2010 if your import file contains your contacts from Microsoft Outlook 2010 with Business Contact Manager.

-- OR --

 If available for your organization, select a custom data map. (You’ll see them in the list if they’re available to you.)

6. Click or tap Next.

7. If prompted, in the Microsoft Dynamics CRM Record Types drop-down list, select the type of records you are importing, for example Account or Lead. Then, click or tap Next. 8. For any record type with an alert icon, map the field from your import file to a

corresponding field in Microsoft Dynamics CRM. Scroll to see the whole list. Then, click or tap Next.

9. Review the summary, and then click or tap Next. 10. Select additional import settings.

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Duplicates section, select Yes. Caution

In most cases, to avoid importing duplicate information, you should keep this option set to No.

 To set who owns the imported records, in the Select Owner for the Imported Records section, click or tap the Lookup button . Select Look Up More Records, type the person’s name, and then click or tap Add.

Note

How do you decide who should “own” the imported data? Usually, the owner is the person responsible for taking action on the data. Here’s an example: If your import file contains contacts you collected at a trade show and you want to assign a user to follow up with these contacts, select that person for the owner. To assign someone other than yourself as the owner of the imported records, your security role must include permissions to create records for the user. If you don’t have sufficient permissions, the wizard assigns you as the owner of the imported records by default.

 To save these import settings so you can use them again, enter a name for the settings (called a “data map”).

The next time you run the Import Data wizard, you’ll see the new data map listed under Custom Maps.

11. Click or tap Submit.

12. To verify that the wizard was successful, click or tap Imports, and then review the report. Otherwise, click or tap Finish.

See Also Import contacts

Quick create--Enter new contacts (or other data)--fast!

The Quick Create command makes it fast and easy to enter almost any type of information into the system. The command is on the nav bar, so it’s always available whenever you need to enter new info into the system.

With Quick Create, you need to complete only a few fields. Later, when you have more time or more information, you can fill in more details.

You can quickly create:

 Contacts

 Accounts

 Leads

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 Campaign responses

 Competitors

 Activities: tasks, phone calls, email, or appointments

1. On the nav bar, click or tap the plus sign , and then click or tap the item you want. For an activity:

Click or tap… To create a new…

Task Phone call Email Appointment

2. Fill in the fields, and then click or tap Save.

3. If you would like to continue adding information, click or tap View Record. To create another one, click or tap Create Another.

next to the field on the screen means the field is required.

next to the field on the screen means your organization recommends that you fill in the field.

To maintain the integrity of your data, check regularly to make sure that you don’t inadvertently create duplicate records in the system. More information: Check for duplicates

Keep track of notes, tasks, calls, or email with activities

Activities are actions you perform when you contact customers--for example, sending email, making phone calls, taking notes, adding tasks, or setting up appointments.

You can create an activity and associate it with a customer, or if you are working on a customer record, you can create an activity that is automatically associated with that customer.

1. Navigate to the contact or account you want create an activity for. Note

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a. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work area: Sales, Service, or Marketing. The work area name appears on the nav bar.

b. Click or tap the work area name, and then click or tap Accounts or Contacts.

a. In the Navigation Pane, expand your organization if necessary, and then select your work area: Sales, Service, or Marketing.

b. Expand Customers, and then click or tap Contracts or Accounts.

2. In the list of contacts or accounts, click or tap a name, and then click or tap Activities. 3. To create a new phone call or task, click or tap Add Phone Call, or click or tap Add Task.

Or, to create a new email or appointment, click or tap the More Command ( ), then click or tap Email or Appointment.

- OR -

To edit an existing activity, in the list of activities, click or tap the activity, and then click or tap Open this activity. (Point to the area to the right of the activity to see the command.) 4. Fill in your information. Use the handy tooltips as a guide.

5. Click or tap OK to save a new activity or click or tap Save to save an updated activity.

You can’t reactivate or edit a closed activity. However, you can add a note to a closed activity.

Also, you can’t set reminders in CRM for Outlook for faxes, phone calls, e-mails, letters, or campaign response activities created in the web application or CRM for Outlook. To create the same activity for multiple records, use a quick campaign. More information: Create a quick campaign

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Check for duplicates

To maintain the integrity of your data, you should check for duplicates regularly to make sure that you don’t inadvertently create duplicate contacts, accounts, or leads.

The Check for Duplicates wizard helps you set up a “job” that finds and cleans up duplicate records in the system. You can schedule the job to run daily, and you can receive an email confirmation when the job finishes.

If available on your system, you may also be able to check for duplicates of other record types, in addition to contacts, accounts, and leads. Check with your system administrator. Checking for duplicate records works only when you or your system administrator (if that’s someone else) has created a rule for the record type, and duplicate detection is turned on.

Check for duplicate contacts

b. Click or tap the work area name, and then click or tap Contacts. c. Click or tap More Commands ( ), and then click or tap Detect Duplicates.

a. In the Navigation Pane, click or tap Sales, Marketing, or Service. Then, click or tap Customers > Contacts. In the Records group, click or tap Detect Duplicates.

2. Do one of the following:

Click or tap For All Records on All Pages to check for all duplicate contacts (recommended).

--OR--

Click or tap For Selected Records to check if the selected contact has any duplicates in Note

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the system.

You’ll see the Check for Duplicates wizard, which helps you create a job to check for any duplicate contacts.

3. Accept the default name for the job, or type a different name.

4. Enter the start time for the job, and enter how often to run the job, in days. For example, type 1 to run the job daily.

5. Select the check box to receive an email confirmation when the duplicate detection job completes. Enter an additional email address, if desired.

6. Click or tap Next, and then click or tap Submit. Check for duplicate accounts

b. Click or tap the work area name, and then click or tap Accounts.

c. Click or tap the More Commands ( ), and then click or tap Detect Duplicates.

a. In the Navigation Pane, click or tap Sales, Marketing, or Service. Then, click or tap Customers > Accounts. In the Records group, click or tap Detect Duplicates.

2. Do one of the following:

Click or tap For All Records on All Pages to check for all duplicate accounts (recommended).

--OR--

Click or tap For Selected Records to check if the selected account has any duplicates in the system.