microsoft dynamics crm user guide (1)
DESCRIPTION
CRM User ManualTRANSCRIPT
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Content
Whats new?
Get started
Work with customer
Work with case
Manage your service team
Work with campaignWork with report
Administer CRM
Manage your data
Set up mobile app
2013 User GuideMicrosoft 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
www.CRMcustomercenter.com.
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Contents
About this guide ............................................................................................................................... 1
Welcome to the User Guide ............................................................................................................ 1
What's new? ................................................................................................................................. 1
What's new in Microsoft Dynamics CRM 2013? ....................................................................... 1
New mobile apps for phones and tablets ................................................................................. 3
CRM for phones: Set up and use .......................................................................................... 3
Introducing CRM for tablets ................................................................................................. 21
CRM for tablets: Set up and use ......................................................................................... 22
Get started .................................................................................................................................. 43
Top tasks ................................................................................................................................ 43
Import contacts .................................................................................................................... 43
Import accounts, leads, or other data .................................................................................. 46
Quick create--Enter new contacts (or other data)--fast! ...................................................... 49
Keep track of notes, tasks, calls, or email with activities..................................................... 50
Check for duplicates ............................................................................................................ 52
Check out these online help resources ............................................................................... 55
CRM for Outlook ..................................................................................................................... 55
Set up CRM for Microsoft Outlook ....................................................................................... 55
Add Outlook contacts (CRM for Outlook users only) .......................................................... 57
Do your CRM work in Outlook ............................................................................................. 60
Synchronize Microsoft Dynamics CRM data in Outlook ...................................................... 62
Work offline with CRM for Outlook ...................................................................................... 63
Sales .......................................................................................................................................... 67
Work with customers............................................................................................................... 67Create or edit a contact ....................................................................................................... 67
Create or edit an account .................................................................................................... 69
Deactivate or activate an account or contact ...................................................................... 72
Create or edit a lead ............................................................................................................ 73
Create or edit an opportunity ............................................................................................... 76
Create or edit a product ....................................................................................................... 78
Create or edit a goal ............................................................................................................ 80
Create or edit a quote .......................................................................................................... 82
Create or edit a rollup query ................................................................................................ 83
Create or edit a competitor record ....................................................................................... 84
Create or edit an order ........................................................................................................ 85Create, edit, or save an Advanced Find search .................................................................. 87
Collaborate and communicate ................................................................................................ 89
Stay up-to-date with customer news with the activity feed ................................................. 89
Display your picture on the activity feed .............................................................................. 91
Collaborate and communicate with Yammer ...................................................................... 91
Send bulk email to customers ............................................................................................. 92
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Place calls with Skype or Lync ............................................................................................ 93
Work with charts ..................................................................................................................... 93
Create or edit a chart ........................................................................................................... 93
Drill down in a chart ............................................................................................................. 96
Service ....................................................................................................................................... 97
Work with cases ...................................................................................................................... 97Create or edit a case ........................................................................................................... 97
Create or edit a queue ......................................................................................................... 99
Create or edit a contract .................................................................................................... 101
Create or edit a service ..................................................................................................... 104
Create a service activity without checking for conflicts ..................................................... 105
Assign a case to others ..................................................................................................... 107
Track customer and case details ....................................................................................... 108
Support customer service with Microsoft Dynamics CRM ................................................ 109
Introduction to the Guided Case Resolution Process ....................................................... 110
Find a solution from other similar cases ............................................................................ 112
Add a case to a queue ...................................................................................................... 113Find what's assigned to you by using queues ................................................................... 113
Resolve or cancel a case .................................................................................................. 114
Use articles in knowledge base ......................................................................................... 115
Navigate the service calendar ........................................................................................... 118
Schedule a service activity ................................................................................................ 120
Find the next available time before creating a service activity .......................................... 120
Add a phone call, task, email or appointment to a record ................................................. 122
See communication history with closed activities ............................................................. 123
Set up queues to manage activities and cases ................................................................. 124
Work with dialogs .............................................................................................................. 125
Key steps to get started with customer service ................................................................. 125 Create or edit an appointment ........................................................................................... 127
Basics of service and service scheduling .......................................................................... 128
How inline lookup works .................................................................................................... 130
Manage your service team ................................................................................................... 131
Create charts ..................................................................................................................... 131
Define support terms for customers using contracts ......................................................... 131
Set work hours of a resource ............................................................................................ 132
Set the capacity required for a service or resource ........................................................... 135
Set and edit business closures .......................................................................................... 138
Configure the process flow for customer service .............................................................. 139
Create or edit a selection rule ........................................................................................... 140 Marketing .................................................................................................................................. 140
Work with campaigns ............................................................................................................ 140
Key steps to get started with marketing ............................................................................ 140
Target the right customers with marketing lists ................................................................. 141
Create a marketing list and add members to it ................................................................. 142
Reach your customers with a quick campaign .................................................................. 145
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Campaigns vs. quick campaigns: What's the difference ................................................... 145
Plan campaigns ................................................................................................................. 147
Create or edit a campaign template .................................................................................. 147
Create or edit a campaign ................................................................................................. 149
Add a marketing list, sales literature, or product to a campaign ....................................... 150
Create a quick campaign ................................................................................................... 151Track a campaign response .............................................................................................. 153
Track marketing activities through planning and campaign activities ............................... 154
Add a campaign or planning activity to a campaign .......................................................... 155
CRM administration .................................................................................................................. 157
Get started with CRM administration .................................................................................... 157
Add users to Microsoft Dynamics CRM............................................................................. 157
Manage dashboards .......................................................................................................... 157
Merge customized forms into the new style and layouts................................................... 158
About team templates ....................................................................................................... 158
Top tasks .............................................................................................................................. 159
Install product updates ...................................................................................................... 159Assign a record to a user or team ..................................................................................... 160
Administer the activity feed ............................................................................................... 162
Monitor and manage system jobs ..................................................................................... 162
Enable or disable languages ............................................................................................. 163
Create or edit a team ......................................................................................................... 164
Create a team template and add to an entity form ............................................................ 166
Add storage ....................................................................................................................... 169
Import a solution ................................................................................................................ 170
Connect Microsoft Dynamics CRM to Yammer ................................................................. 172
View or download developer resources ............................................................................ 175
Set up Microsoft Dynamics CRM to make calls with Skype or Lync ................................. 176 Manage dashboard components ....................................................................................... 178
Administering Microsoft Dynamics CRM ........................................................................... 179
Troubleshoot Microsoft Dynamics CRM ............................................................................ 179
View or turn off Bing Maps ................................................................................................ 179
View your user profile ........................................................................................................ 180
Subscriptions and sign-in ...................................................................................................... 181
Manage your CRM subscription ........................................................................................ 181
Add user licenses to your subscription .............................................................................. 183
Remove storage from your subscription ........................................................................... 183
Add License Wizard and Add Storage Wizard errors ........................................................ 184
Mobile apps ........................................................................................................................... 184Set up CRM for tablets and phones (for admins) .............................................................. 184
Known issues for CRM for tablets and phones ................................................................. 184
Enable tracing in CRM for tablets ...................................................................................... 186
Customize CRM for phones .............................................................................................. 196
Server-side synchronization for email................................................................................... 197
Email processing through server-side synchronization ..................................................... 197
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Migrate settings from the Email Router to server-side synchronization ............................ 198
Set up email through server-side synchronization ............................................................ 200
Create email server profiles and add mailboxes ............................................................... 200
Create forward mailboxes or edit mailboxes ..................................................................... 209
Monitor email processing errors ........................................................................................ 213
System security ..................................................................................................................... 216Add or remove security from a field................................................................................... 216
Assign a security role to a user ......................................................................................... 217
Create a field security profile ............................................................................................. 217
Understand security roles .................................................................................................. 218
Data encryption ................................................................................................................. 218
Document management ....................................................................................................... 219
Create or edit site records ................................................................................................. 219
Create or edit document location records ......................................................................... 221
Create or add a location for the first time .......................................................................... 222
Manage SharePoint documents from within Microsoft Dynamics CRM ............................ 224
Business processes .............................................................................................................. 226Guide staff through common tasks with processes ........................................................... 226
Add ready-to-use business processes .............................................................................. 227
Create a new business process ........................................................................................ 229
Activate a business process .............................................................................................. 231
Assign a security role to a business process .................................................................... 232
Business rules ................................................................................................................... 233
Settings Topics ..................................................................................................................... 233
Enable document management on entities ....................................................................... 233
Add a field to a form .......................................................................................................... 235
Create or edit a public view for an entity ........................................................................... 236
Create or edit N-N relationships between entities ............................................................. 239 Create a new entity............................................................................................................ 241
Create or edit the main form for an entity .......................................................................... 246
Edit or view managed properties ....................................................................................... 249
Add or edit an image web resource................................................................................... 250
Add or edit form navigation for related entities .................................................................. 251
Add a solution component ................................................................................................. 253
Assign security roles to form ............................................................................................. 255
Create or edit entity fields .................................................................................................. 256
Create or edit views ........................................................................................................... 260
View or edit entity information ........................................................................................... 262
Default solution information ............................................................................................... 264Create and configure forms- default solution .................................................................... 266
View or edit default solution components .......................................................................... 267
Export a solution ................................................................................................................ 270
Export customized entity and field text for translation ....................................................... 271
Change custom entity icons .............................................................................................. 272
Import translated entity and field text ................................................................................ 274
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Test an event script ........................................................................................................... 275
Add or edit a form web resource ....................................................................................... 277
Edit form field properties ................................................................................................... 279
Edit a solution publisher .................................................................................................... 282
Work with fiscal year settings ............................................................................................ 283
Schedule time off ............................................................................................................... 285Create or edit a resource group ........................................................................................ 286
Create or edit a contract template ..................................................................................... 288
Create or edit a system chart ............................................................................................ 289
Restrict a resource from performing a service .................................................................. 291
Recover database space by deleting audit logs ................................................................ 292
View system status and notifications ................................................................................. 294
Choose the sections that are displayed in the Reading Pane .......................................... 294
Properties dialog box ......................................................................................................... 295
Sub-grid properties ............................................................................................................ 295
What is an option set? ....................................................................................................... 296
Work with your user record and work hours ...................................................................... 296System Settings tabs ......................................................................................................... 297
System Settings dialog box - Outlook tab ...................................................................... 297
System Settings dialog box - General tab ..................................................................... 299
System Settings dialog box - Marketing tab .................................................................. 301
System Settings dialog box - Formats tab ..................................................................... 303
System Settings dialog box - Reporting tab ................................................................... 304
System Settings dialog box - Auditing tab ..................................................................... 305
System Settings dialog box - Goals tab ......................................................................... 307
System Settings dialog box - Customization tab ........................................................... 308
System Settings dialog box - Email tab ......................................................................... 309
System Settings dialog box - Calendar tab .................................................................... 312Customize regional options - system settings ............................................................... 313
Customize regional options - personal options .............................................................. 315
Data management and duplicate detection .......................................................................... 316
Add or remove sample data .............................................................................................. 316
Delete bulk records............................................................................................................ 317
Audit data changes ............................................................................................................ 317
Turn duplicate detection on or off ...................................................................................... 318
Set up duplicate detection rules ........................................................................................ 320
Run system jobs to detect duplicates ................................................................................ 322
Import data with the wizard ............................................................................................... 324
Upload a data import file ................................................................................................ 324Review the file upload summary .................................................................................... 324
Select a data map .......................................................................................................... 325
Map record types ........................................................................................................... 327
Map fields ....................................................................................................................... 327
Review the mapping summary ....................................................................................... 327
Review settings and import data .................................................................................... 328
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Mapping entity fields .......................................................................................................... 329
Solutions ............................................................................................................................... 330
Create a managed solution ............................................................................................... 330
Create, edit, and delete solutions ...................................................................................... 332
Add or edit a solution publisher ......................................................................................... 332
Reports ..................................................................................................................................... 332Work with reports .................................................................................................................. 332
Run a report ....................................................................................................................... 332
Create, edit, or copy a report using the Report Wizard ..................................................... 333
Add a report ....................................................................................................................... 336
Edit the default filter of a report ......................................................................................... 337
Organize and lay out your data ......................................................................................... 339
Share a report with other users or teams .......................................................................... 341
Determine who can use a report ....................................................................................... 342
Download a report ............................................................................................................. 343
Customize and organize reports ....................................................................................... 344
Troubleshoot problems with data not displaying in a report .............................................. 346Available reports ................................................................................................................... 347
Case Summary Table ........................................................................................................ 347
Neglected Cases ............................................................................................................... 347
Top Knowledge Base Articles ........................................................................................... 348
Campaign Activity Status .................................................................................................. 348
Campaign Comparison ...................................................................................................... 348
Campaign Performance .................................................................................................... 349
Activities ............................................................................................................................ 349
Competitor Win Loss ......................................................................................................... 350
Products by Contact .......................................................................................................... 350
Invoices ............................................................................................................................. 351Invoice Status .................................................................................................................... 351
Lead Source Effectiveness ................................................................................................ 352
Neglected Leads ................................................................................................................ 352
Orders ................................................................................................................................ 352
Progress Against Goals ..................................................................................................... 353
Quotes ............................................................................................................................... 353
Sales History ..................................................................................................................... 354
Service Activity Volume ..................................................................................................... 354
Account Distribution........................................................................................................... 355
Account Overview.............................................................................................................. 355
Products by Account.......................................................................................................... 356Account Summary ............................................................................................................. 356
Neglected Accounts........................................................................................................... 357
Sales Pipeline .................................................................................................................... 358
User Summary ................................................................................................................... 358
Accessibility .............................................................................................................................. 359
Accessibility for people with disabilit ies ................................................................................ 359
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Keyboard shortcuts ............................................................................................................... 360
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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
atwww.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 youre 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 youre
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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 thats 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 commonscenarios
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 informationdata,
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 interfaceThe new user interface makes doing common tasks quicker and easier:
No more Navigation Pane.To move around in the web application, youll use the nav bar at
the top of the page. The nav bar includes breadcrumbs to let you know where youre
working in the system. More information: eBook: Start working in CRM
Its 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 likeprice, quantity, and discounts right on the screen where youre 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.
See Also
CRM for tablets: Set up and use
CRM for phones: Set up and use
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 infoeven when youre 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.
With the CRM for phones app you can do the following:
http://www.insideview.com/microsoft-social-insightshttp://www.insideview.com/microsoft-social-insightshttp://go.microsoft.com/fwlink/p/?LinkID=314191http://go.microsoft.com/fwlink/p/?LinkID=314191http://go.microsoft.com/fwlink/p/?LinkID=314191http://www.insideview.com/microsoft-social-insights -
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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 youre not connected. Windows Phon e only.All this with no additional l icense fees.
If you havent installed the CRM for phones app, you can access your data using your
phones browser. However, this isnt 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 isnt supported on
tablets.
What you need to use CRM for phones
If your company uses Microsoft Dynamics CRM Online, Microsoft Dynamics CRM Online Fall 13is 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 Mobileprivilege 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 appWindows Phone
1. Chinese (Simplified)
2. Chinese (Traditional)
3. Czech
4. Danish5. 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. SwedishCRM 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 isnt 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
organizations base language isnt 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 youve been directed to install CRM for phones, do the following:
Windows Phone 8 users
Go to theWindows Phone Storeand install Microsoft Dynamics CRM.
Apple iPhone users
Go to theApple App storeand install Microsoft Dynamics CRM.
Android phone users
Go to theGoogle Play storeand install Microsoft Dynamics CRM.
The app will display a splash page with a text box to enter your companys 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, youre presented with a list of record types such as
accounts, contacts, and leads.
http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832 -
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Tap a record type to display a list of records.
Tap the search icon to search for records. Enter text to search.
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Tap the search icon.
Tap the Microsoft Dynamics CRM logo to return to the list of record types.
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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
You can view forms defined as mobile forms in CRM for phones.
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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.
Enter a few characters to search and tap find.
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Select the record and tap done.
Your record is entered.
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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 morecommand and then tap MarkActivityAsComplete.
In your phones browser, tap the check icon .
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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 whats new.
View the posts.
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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.
Clear local cache
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On a Windows Phone, if youve modified organization settings by making cus tomization 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.
You can also tap the gear icon to get version info.
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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 youre
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
Pin tiles to the app dashboard to get to the info you need quickly
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Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin
(if thats someone other than you) for instructions for your organization.
See Also
CRM for tablets: Set up and use
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
iOS 5 and below No
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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 Android-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 Mobileprivilege has been renamed to CRM for phones.
Important
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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 users 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 organizations 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 youve been directed to install CRM for
tablets, do the following:
Windows 8 users
Go to theapp store for Windows 8and install Microsoft Dynamics CRM.Apple iPad users
Go to theApple App storeand install Microsoft Dynamics CRM.
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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 companys Microsoft DynamicsCRM 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 Onlineusers
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. Fo r example, if your organization
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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, youll 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 OpportunitiesSales Pipeline (Chart)
My Closed Opportunities in Current Fiscal YearTop Customers (Chart)
The Pinned Tiles section doesnt 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 dont 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 Recordbutton. This displays a list of all recordtypes 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 Refreshbutton 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 cant choose which
data syncs to the device like what is possible with Microsoft Dynamics CRM for Outlook.
Open in browser
The Open in browsercommand 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 Pagesetting in your
Personal Optionsarea 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 firstfew 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 isnt 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. Thecommand bar appears, which includes the Select Viewbutton. Tap the Select Viewbutton to
select a different view.
Personal views are listed before system views. You cant 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, seeCreate 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 retr ieved.
Resize Columns
You can resize the width of columns in a view. To resize the columns, select the Resize
Columnsbutton from the command bar, and then drag the column handles to the desired width.
The resizing of view columns is sticky per device.
Sort
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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.
FormsIn 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 isnt 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 youenlarge 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 Stageappears 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.
Important
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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 Saveto 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 Viewbutton 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 Chartbutton on the command bar.
Limitations
The dashboard only displays charts created through the Chart Designer in the MicrosoftDynamics 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
Perform a 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 Columnsin the Active AccountsQuick 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 Noneto search against all
entities enabled for multi-entity Quick Find.
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Choose Noneto 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 Reconnectlink.
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, youll
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.
Note
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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 CRMfor 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 programs
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 doesnt include all the column names listed, thats okay.
However, if a column name does exist, it must match exactly with the
corresponding name in the list or the import wont work. Spaces are required.
Note that the word Email doesnt 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
Export contacts from a spreadsheet
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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 phones online store.
Step 2: Import the file
Youll use the Import Datawizard to import your contacts.
1. Follow the steps for the app youre using.
If using the CRM web application
a. On the nav bar, click or tap Microsoft Dynamics CRM> Settings.
Settingsappears 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.
Export contacts from your phone
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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 Typesdrop-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
Import accounts, leads, or other dataWhether your data is stored in spreadsheets, databases, or other systems, youll 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 readyFirst, youll 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 CRMfor additional details.
You can add multiple import files to a single .zip file, and then import the .zip f