CRM Module 2: Basic Record Management

Leon Tribe

About Me

> Trained as a quantum physicist> Worked with CRM systems for 15

years> On the original Microsoft CRM 1.0

beta training> Dynamics CRM certified and a

Microsoft CRM MVP

Housekeeping

> If you have a question, ask> If you need to go to the toilet, go> If you need a break, ask> If you have a mobile phone:

- Off is great- Silent/Vibrate is fine- On is ok but please leave if it rings and you need to

answer it

> Enjoy yourselves!

Core Modules

1. General Use

2. Basic Record Management

3. Enquiry Management

4. Marketing

5. Reporting

Module 2: Basic Record Management (Page 1)

> The Key Entities of CRM> How Records Look in CRM> Creating Contacts in CRM> Editing a Record> Active and Inactive Records in CRM> Deleting Records in CRM> Activities> Notes

Module 2: Basic Record Management (Page 2)

> CRM Security and Sharing Records> Bulk Editing Records> Merging Records> Duplicate Record Detection and Prevention

CRM Module 2:

Basic Record Management

The Key Entities of CRM

Entity Description

Contacts Individuals you interact with (Students/SMEs)

Courses Courses a student is doing/has done

Sanctions Active sanctions on the Student

Enquiries Enquiries from students/future students

How Records Look in CRM

Creating Records in CRM

> Can do it from:- Quick Create- View screens- On the Associated View of an existing record

> Search for your record first via Quick/Global Search

> Demonstration: Creating an Enquiry from a Contact

AutoSave

> CRM now autosaves but you can also do it manually

Key Contact Areas

Tabs Explanation

Summary Summary Contact information

Details Marketing and contact methods allowed

Key Associated Entities

Explanation

Activities Activities associated to the Contact

Courses Courses the student has done/is doing

Sanctions Active sanctions against the student

Enquiries Enquiries raised by the student

Editing Records

> Just open up the record and change stuff!> Note: NEVER delete a record unless you really

need to as it might have unfortunate consequences i.e. Delete other records

Active and Inactive Records

> Deletion is permanent, deactivating can be reversed

> Available for all records

> Demonstration: How to deactivate a record and then find it

Activities

> CRM has lots of different kinds of Activities- Tasks- Phone Call- Email- Appointment

> Create Activities when it makes sense- For your own benefit- For the benefit of the business

QUIZ: Creating Activities

> How can we create Activities?> HINT: They work like Contacts

Creating Completed Activities

> Sometimes we are storing information for future reference, rather than as a reminder

> We have three save options for Activities:- Save- Save and Close- Mark Complete- Close Appointment- (No more Save and New)

> Demonstration: Creating a completed Phone Call via Mark Complete

Where can you see Activities?

> Within the context of a record> Service -> Activities

Exercises

> Create appointments for training against a Contact and see where they end up

> Complete an appointment> Cancel an appointment

Notes

> Almost every record can have a Note put against it> When you add a Note it is user and time stamped> File attachments also done via Notes

> Demonstration: Adding a Note and adding an Attachment.

Exercises (5 minutes)

> Add some Notes and attachments to a Contact

CRM Security

> Quite a complex model> Key field on a record: Owner> Users can ‘share’ records with users who cannot

see the record> Can also ‘assign’ records to other users. They

then become the owner

> Demonstration: Sharing a Contact and assigning an Enquiry

Sending a Shortcut

> Every record and view has a web address> Ribbon –> Email a Link> The shortcut respects security

> Demonstration: Sending a shortcut

Bulk Editing Records

> You can edit up to 250 records at a time!> Select the records and hit the Edit button

> Note: This CANNOT be undone so be careful

Merging Records

> You can merge two records> You can only merge Contacts> Select the records from a list view and click the

Merge button

> Note: This can be (mostly) undone but be careful anyway

Duplicate Detection

> Prevention is better than cure> Runs automatically

Questions?