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CRM Basics for Outlook basics.PDF

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Published: 2018-04-09 Author:Bieber 21 Browses


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Contents
Welcome to the CRM for Outlook Basics guide ............................................................................. 1
Meet CRM for Outlook ................................................................................................ 2
A new, but comfortably familiar face .......................................................................................... 3
Take advantage of what you already know ................................................................................. 4
Track your Outlook email, appointments, contacts, and tasks ................................................... 5
Enhanced email capabilities make you more productive ............................................................ 6
Take your work with you when you go offline ............................................................................ 7
Security settings What if you can’t access a feature? ............................................................... 8
Get Help when and where you need it ........................................................................ 9
Get Help on a specific dialog box, window, or error message ................................................... 10
CRM for Outlook online User’s Guide provides in-depth Help .................................................. 11
Your one-stop shop for Help and training ................................................................................. 12
Find your data and work with lists............................................................................. 13
How CRM for Outlook data is organized .................................................................................... 14
Find your data ............................................................................................................................ 15
View records and record details ................................................................................................ 16
Edit the data in a record............................................................................................................. 17
Find a record (fast!) .................................................................................................................... 18
View a subset of records ............................................................................................................ 19
Create your own filter to select just the records you want ....................................................... 20
Add a column to a list ................................................................................................................ 22
Sort records in a list ................................................................................................................... 23
Resize and move columns in a list.............................................................................................. 24
Use color to categorize your records ......................................................................................... 25
Visualize your data with dashboards ......................................................................... 26
Start your day with a dashboard ................................................................................................ 27
Find the right dashboard for your role ...................................................................................... 28
Set your default dashboard layout ............................................................................................ 29
Drill in to see the data that makes up the chart on a dashboard .............................................. 30
Pick a different type of chart or different fields for a chart ....................................................... 31
Email, appointments, tasks, and other assorted CRM activities .................................. 32
Everything revolves around activities ........................................................................................ 33
Find activities for your area ....................................................................................................... 34
View and filter your activities to show only the ones you want ................................................ 35
Add a new activity by tracking it ................................................................................................ 36
Use the tracking pane to find related records .......................................................................... 37
Track an incoming email activity ................................................................................................ 38
Create and track an outgoing email activity .............................................................................. 40
Create and track an appointment activity ................................................................................. 41
Create and track a task activity .................................................................................................. 42
When are records synchronized with Microsoft Dynamics CRM? ............................................. 43
What if you want to stop tracking a record? ............................................................................. 44
Mark your activity complete ...................................................................................................... 45
Flag an activity for follow up ...................................................................................................... 46
Best practices for activities ........................................................................................................ 47
Nurture leads through the sales process ................................................................... 48
Tell me about accounts, contacts, leads, and opportunities ..................................................... 49
Why would I want to add my Outlook contacts to Microsoft Dynamics CRM? ........................ 50
Add Outlook contacts to Microsoft Dynamics CRM .................................................................. 51
Add all (or lots!) of contacts to Microsoft Dynamics CRM ........................................................ 52
Convert an email message to a lead .......................................................................................... 53
It’s all in the (business) process ................................................................................................. 54
Disqualify a lead ......................................................................................................................... 55
What if you want to re-open a lead that you thought wasn't interested? ................................ 56
Add stakeholders to your opportunity ...................................................................................... 57
Send a sales brochure to a potential customer ......................................................................... 58
Send a sales proposal or a price quote ...................................................................................... 59
Close your opportunity as won or lost ....................................................................................... 60
Take your work with you and go offline .................................................................... 61
Select just the data you need before you go offline .................................................................. 62
Open an offline filter .................................................................................................................. 63
Modify an offline filter to include additional reports ............................................................... 64
What else can you do with offline filters? ................................................................................. 65
Go offline, and then go back online ........................................................................................... 66
Make it your own ...................................................................................................... 67
Set personal options .................................................................................................................. 68
Track incoming email automatically .......................................................................................... 69
Automatically create contacts or leads from unknown email addresses .................................. 70
Set the number of records you see in lists ................................................................................. 71
Set whether to open Outlook forms or Microsoft Dynamics CRM forms.................................. 72
Customize the Reading Pane to add or remove sections .......................................................... 73
Change the position of the Reading Pane or turn it off ............................................................. 74
Next steps................................................................................................................. 75
1
Welcome to the CRM for Outlook
Basics guide
This guide contains the essentials you need to use Microsoft Dynamics CRM for Outlook, the
Microsoft Outlook add-in that works together with Microsoft Dynamics CRM. In this guide, we’ll
show you how to navigate CRM for Outlook, enter and edit data, and move your customers
successfully through the sales cycle.
We know you’re busy, so we only included what you need to know to get productive right away,
and we kept every topic as short as possible (think bite-sized servings!).
Have it your way
You can read this guide straight through in order, or read just the topics you’re interested in. If
you’re the person responsible for training people at your organization, you can use the guide to
walk through the topics in training sessions.
Create your own training materials
To make it easier for you to create your own training materials, we’re giving you a link to our
editable files, so that you can replace screen shots, change the text, or use your own logo
whatever works to make the training materials match your system and style.
Find more answers and training online
If you’re new to Microsoft Dynamics CRM, you may also want to check out our CRM Basics
eBook. It covers the same content as this guide, but from the perspective of the Microsoft
Dynamics CRM web client.
To find more eBooks, videos, and other great content to help you get the most out of Microsoft
Dynamics CRM and CRM for Outlook, check out the CRM Customer Center from your favorite
device at www.CRMCustomerCenter.com.
Talk to us
Is this the kind of guide you’d like to see more of? Did we leave something out you’d
like to know about? We’d love to know what helps you, or what doesn’t work so well.
Please take a minute to send us a quick note. We’ll use your feedback to improve our
content.
2
Meet CRM for Outlook
3
A new, but comfortably familiar face
If you’re like many people, you already use Microsoft Outlook as your communications,
scheduling, and contact management hub. But maybe you’re new to Microsoft Dynamics CRM
and all that it has to offer? With CRM for Outlook, a free add-in for Microsoft Outlook, you can
take advantage of what you already know about Outlook to make it easier to learn and work
with Microsoft Dynamics CRM.
When you install CRM for Outlook, you can send and receive email, and create tasks and
appointments the same way you always have in Outlook. But the add-in alters the Outlook
interface in a few key ways. For example, CRM for Outlook adds a CRM section to the Home tab
for email, appointments, contacts, and tasks. It also adds a new CRM tab to the ribbon.
On the left side of the screen, below your email Inbox, you’ll see a new navigation pane with the
name of your organization and folders you can use to find your way around CRM for Outlook:
These and other interface components make it possible to access all the core Microsoft
Dynamics CRM features directly from Outlook.
Next up: Take advantage of what you already know
4
Take advantage of what you already know
If you already use Outlook for email, appointments, and tasks, you’ll feel right at home with
CRM for Outlook. In fact, you’ll instinctively know how to accomplish many tasks. For example,
you can sort, categorize, and flag your data using the same tools you would use in Outlook:
CRM for Outlook also offers features that aren’t available through Microsoft Dynamics CRM.
We’ll cover those next.
Next up: Track your Outlook email, appointments, contacts, and tasks
5
Track your Outlook email, appointments,
contacts, and tasks
A big part of working in Microsoft Dynamics CRM is creating and recording different types of
activitiessending email, creating appointments, creating tasksthat revolve around a sales or
service process. With CRM for Outlook, you can create these types of activities the same way
you always do in Outlook, but to record the activities in Microsoft Dynamics CRM, you track
them. Tracking an email message, appointment, contact, or task is as simple as choosing the
Track button on the ribbon.
When you track an email, appointment, contact, or task record, a copy of that record is created
in Microsoft Dynamics CRM. After a record is tracked, you can still access that record from CRM
for Outlook by choosing View in CRM. You or anyone who has access to your activity records
can also access them in Microsoft Dynamics CRM.
You can use the Microsoft Dynamics CRM tracking pane at the bottom of a tracked record to see
that a record is tracked, and to easily access related records.
Tracking provides a great way to keep your personal Outlook records separate from your
Microsoft Dynamics CRM records since you track just the records you want to synchronize with
Microsoft Dynamics CRM.
Next up: Enhanced email capabilities make you more productive
6
Enhanced email capabilities make you
more productive
After you track an email message in CRM for Outlook, you can access several Microsoft
Dynamics CRM features from the CRM for Outlook ribbon. For example, if you receive email
from a potential sales lead, you can convert the email message directly into a CRM lead record.
Likewise, you can convert email messages into opportunities or cases.
You can also insert a Microsoft Dynamics CRM email template or a Knowledge Base article into
your email message, or even attach a sales brochure or other sales literature stored in Microsoft
Dynamics CRM.
All of these features make you more productive because you can work in a single tool that
you’re already familiar with, but access Microsoft Dynamics CRM features at the same time.
Next up: Take your work with you when you go offline
7
Take your work with you when you go
offline
One of the great things about CRM for Outlook is you can take your work with you when you
unplug. For example, if you travel to a customer’s site, you can look up your Microsoft Dynamics
CRM contacts, review and add new activities, run reports, and more without connecting to the
Internet.
CRM for Outlook stores up the changes you make while you’re offline and automatically
synchronizes them with Microsoft Dynamics CRM when you go back online.
Could it be any easier?
Next up: Security settings—What if you can’t access a feature?
8
Security settings What if you can’t
access a feature?
Microsoft Dynamics CRM comes with security settings that control your access to certain
features, data, or even fields on screens, depending on your role.
If you can’t see or access something described in this guide, or if some data is marked “read
only,” check with the person who manages your system day-to-day. You may need to get
additional security permissions.
Next section: Get Help when and where you need it
9
Get Help when and where
you need it
10
Get Help on a specific dialog box, window,
or error message
As you use CRM for Outlook, you can access Help for specific windows, dialog boxes, and error
messages. You can access Help by choosing:
The Help button on the ribbon:
The question mark button in the upper-right corner of a dialog box or window:
Links in dialog boxes:
Links or Help buttons in error messages:
Next up: CRM for Outlook User’s Guide provides in-depth Help
11
CRM for Outlook User’s Guide provides
in-depth Help
The guide you’re reading now shows you how to get started with CRM for Outlook. When you
need more than the basics, you can find in-depth help in the CRM for Outlook User’s Guide.
Next up: Your one-stop shop for Help and training
Tip
Make sure to bookmark the URL for the CRM for Outlook User’s Guide to put a wealth
of CRM for Outlook information at your fingertips!
12
Your one-stop shop for Help and training
If you need help with other Microsoft Dynamics CRM tasks, go to the Microsoft Dynamics CRM
Help & Training site at: http://www.microsoft.com/en-us/dynamics/crm-customer-
center/default.aspx
The Help & Training site provides lots of great content, including task-based Help, short videos,
eBooks, quick reference cards, walkthroughs, and customizable training content.
Make sure to bookmark the Help & Training site!
Next section: Find your data and work with lists
13
Find your data and work with lists
14
How CRM for Outlook data is organized
Although you don’t need to know a lot about databases to start working with CRM for Outlook,
it’s helpful to know a few things about how data is organized.
In particular, there are two definitions you should know because they’re used in many places in
CRM for Outlook: record and record type.
What’s a record?
In CRM for Outlook, a record is a complete unit of information. Think of it like a single row in a
table or a spreadsheet, with multiple columns (or fields) to store the pieces of info that make up
the entire row. For example, an accounts record might have a column for Account Name,
Phone, Address, Primary Contact, and so on.
Each time you add a new account to the system, you’re creating a new record in the CRM
database.
What’s a record type?
Each record you add to CRM for Outlook belongs to a certain record type, such as an account,
contact, lead, opportunity, or case. (CRM for Outlook has several other types of records besides
these, but these are the ones you’ll probably work with most often.)
Record types (also called “entities”) give you a way to group and organize similar data.
Next up: Find your data
15
Find your data
If you have worked with Microsoft Dynamics CRM, you know that you get around the system by
using the navigation bar and tiles:
Your Microsoft Dynamics CRM screen may look different if you’re using an earlier version.
In CRM for Outlook, the same information is available but through the navigation pane on the
left side of the screen below your Outlook Inbox. The navigation pane organizes your CRM
information into folders and subfolders under your organization name, which might be the
name of your company, or a division within your company if you work for a large company.
Next up: View records and record details
16
View records and record details
When you open a folder, such as the Accounts folder or the Leads folder, you’ll see a list of the
records for that record type. For example, if you open the Accounts folder, you’ll see a list of
customers with their addresses, phone numbers, and contacts. Lists provide a view of your data
that’s similar to a spreadsheetyou can see many records at the same time. Use lists to find
and sort your records.
When you view a record in a list, you can see some but usually not all of the information for that
record. For example, some of the columns may scroll off the screen or you may be able to see
just some of the data in a particular column. If you want to see all the info for a record, just
select it. The record details will be displayed in the Reading Pane below the list. Keep in mind
that the information in the Reading Pane is read-only. It’s just a quick way to preview all the info
about a particular record.
Next up: Edit the data in a record
Tip
You can customize the Reading Pane in a number of different ways. We’ll show you
how later in this guide.
17
Edit the data in a record
So what if you do want to edit the data in a record? To edit data, you need to open a Microsoft
Dynamics CRM form. You don’t have to leave CRM for Outlook to do that though. Just double-
click any record in a list to open a Microsoft Dynamics CRM form.
When the Microsoft Dynamics CRM form is open, you can edit the data or do any other actions
you would normally do in Microsoft Dynamics CRM.
Next up: Find a record (fast!)
Tip
If you want to edit several records at the same time, select the records you want from
the list, choose Edit from the ribbon, and then edit the fields you want in the Change
Multiple Records window.
18
Find a record (fast!)
Want a quick way to find a record? Use the search box at the top of a list to search for the
record you want.
Type the search term, and then choose the Search icon . Use an asterisk (*) to include a
wildcard character.
Next up: View a subset of records
19
View a subset of records
If you work with a lot of records, it’s helpful to filter the list of records to just the records you
want. CRM for Outlook comes with several pre-defined filters that you can choose from for each
record type. For example, you can view all active accounts, or only the accounts you’re
following. These pre-defined filters are called system views.
When you choose a view from the list, CRM for Outlook creates a tab for that view and pins it
above the list. This makes it easy to switch among views you use often. Just select the view to
filter your records, then choose another view to filter them in a different way.
If you choose the Pin button , the views will be available the next time you open CRM for
Outlook. This keeps the information you use most often at your fingertips.
Next up: Create your own filter to select just the records you want
20
Create your own filter to select just the
records you want
What if the pre-defined views don’t provide the subset of records you need? No worries. You
can easily create your own custom filters. For example, let’s say you want to know where your
sales leads are coming from. You know that a lot of them came from people filling out interest
cards at a trade show. You can create a filter that finds all the Lead records that came by way of
interest cards.
1. Choose the drop-down arrow next to Filter in the upper-right corner of a list.
2. Point to Add Filter, and then in the menu to the left, select a column to filter on. In this case,
we’ll select the Topic column since that column stores the information about the interest
cards.
3. In the Custom Filters dialog box, in the first list, choose the drop-down arrow, and then
select Contains. In the box to the right, enter the words interest card.
This is what we’re telling CRM for Outlook to do: In the Leads record type, find all the
records that contain the words interest card in the Topic column.
Tip
Want to reuse the same filter again? Choose Save Filters as New View
from the Filters menu. Your new filter will show up on the same list with the pre-
defined views we used earlier. Filters you save in CRM for Outlook will appear in
Microsoft Dynamics CRM.
21
Next up: Add a column to a list
22
Add a column to a list
What if your list doesn’t include all the columns you want? For example, maybe you want to add
a second business phone field. It’s simple to add a column.
1. Right-click any column in a list.
2. Choose Add Columns.
3. In the Show Columns dialog box, under Available columns, select the column you want to
add, and then choose Add.
4. Repeat for any additional columns you want to add.
Next up: Sort records in a list
Note
To remove a column from a list, just right-click the column, and then choose Remove
This Column.
23
Sort records in a list
It’s all about finding the data you need. Sorting provides another tool to help you find records
fast.
To sort records in a list, just choose a column heading. For example, if you select the Account
Name column heading in the list below, CRM for Outlook automatically sorts the list from A to Z.
If you click the column heading again, it sorts the list from Z to A.
You can also sort records to group similar records together. For example, let’s say the records in
a list have 4 possible values. If you select the column to sort the records, all the records with the
same values in that field will be grouped together. This is a quick way to find a subset of records.
Next up: Resize and move columns in a list
24
Resize and move columns in a list
Don’t like the arrangement of columns in your list? Move them around to put information in the
order that works for you.
Next up: Use color to categorize your records
Note
Changes you make to column widths are saved when you close CRM for Outlook; changes you
make to column order are not saved.
25
Use color to categorize your records
If you know how to use color to categorize records in Outlook, you already know
what to do.
1. In the Categories column, right-click the check box next to the record you want to
categorize.
2. Select a color category.
Next section: Visualize your data with dashboards
Tip
If you want to rename the color categories to make them more meaningful to you,
choose the All Categories menu item. To set a single color as the color to apply when
you click a check box, choose the Set Quick Click menu item.
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