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DYNAMICS CRM TWBS101 Guide
- 1. DYNAMICS CRM - TWBS101
- 2. Sözlük Lead = Müşteri Adayı Account = Müşteri Contact = İlgili Kişi Opportunity = Fırsat Activity = Aktivite Parent Account = Üst Müşteri June 29, 2015 2
- 3. Temel CRM İlişkileri Lead – Account – Contact – Opportunity June 29, 2015 3
- 4. June 29, 2015 4 Account-Contact Structure CRM – Single Account, Single Contact Structure Activities 1.Convert Lead into Account and Contact 2. This will create a link between the Account and the Contact
- 5. June 29, 2015 5 CRM – Single Account, Multiple Contact Structure Activities 1.Convert Lead into Account and Contact 2.Each new Contact should be linked to an Account 2 3 3.Individual Opportunities & Activities can be linked to Contacts Account-Contact Structure
- 6. June 29, 2015 6 CRM – Multiple Account, Multiple Contact Structure 1.Convert Lead into Account and Contact 2.Each sub Account should be linked to the parent Account 2 3 3 4 3. Each sub Contact should be linked to the sub Account 4. Individual Opportunities & Activities can be linked to Contacts Account-Contact Structure
- 7. June 29, 2015 7 Data Flow
- 8. June 29, 2015 8 Data Flow Master Record – ( ie. all other info is viewable through here). Activities Activities Contact links to the Account and Activities are created against Contact Opportunity links to the Contact and Activities are created against Opportunity
- 9. Temel Kayıt Tipleri ACCOUNT June 29, 2015 9
- 10. June 29, 2015 10 TheAccountCardshouldbecompletedwithasmuch informationaspossibleontheGeneraltab Account Card
- 11. June 29, 2015 11 Account Card MoreAddresses
- 12. June 29, 2015 12 Account Card MoreAddresses–select‘New Address’
- 13. June 29, 2015 13 Account Card Additionaladdresses–canbeadded,for example,iftheAccounthasaseparate productionorwarehouse facility
- 14. June 29, 2015 14 Account Card Sales
- 15. June 29, 2015 15 Account Card Sales–Fromthe‘Opportunities’menuselect ‘NewOpportunity’ (The‘Quotes’,‘Orders’and‘Invoices’sectionmay notbeutilisedinitially)
- 16. June 29, 2015 16 Account Card NewOpportunitiescanbecreatedrelatingto quotationsandpricingsituations
- 17. June 29, 2015 17 Account Card Activities
- 18. June 29, 2015 18 Account Card Activities–AlltheactivitiesfortheAccountcanbe viewed
- 19. June 29, 2015 19 Account Card Sub-Accounts
- 20. June 29, 2015 20 Account Card Sub-Accounts–Select‘NewAccount’
- 21. June 29, 2015 21 Account Card Sub-Accounts–Usedtolinkaccountstogether Eg. NedermanIrelandis… aSub-AccountofNedermanUK. NedermanUKis… aSub-AccountofNedermanHoldingAB
- 22. June 29, 2015 22 Account Card Contacts–Select‘NewContact’
- 23. June 29, 2015 23 Account Card Contacts–AdditionalContactscanbeaddedforthe sameAccount
- 24. June 29, 2015 24 Account Card Notes Notes–Select‘NewNote’ Thentypethetitleofthenote–saveyourwork
- 25. June 29, 2015 25 Account Card Notes–canbeaddedasplaintextoralternatively filescanbeattached Double click the note to open more details
- 26. June 29, 2015 26 Account Card Marketing–thiswill showany‘marketinglist’ theaccountisamemberoforany‘campaign’ theaccountisconnectedto.
- 27. June 29, 2015 27 Account Card Relationships
- 28. June 29, 2015 28 Account Card Relationships–eg.Anend- usercustomermayalways purchasethrougha distributor
- 29. June 29, 2015 29 Account CardRelationships–completerelevantfields
- 30. June 29, 2015 30 Creating an Activity ActivitiescanbecreatedfromLeads,Opportunities, Accounts,Contactsetcdependantuponhowyou want tolinktheactivity. Select‘Activities’ Then‘NewActivity’
- 31. June 29, 2015 31 Creating an Activity Thewindow allows youtoselectfromthe optionsshown below. Forthisexamplewe havechosen‘phonecall’ (thenextactivitywill bebytelephone)
- 32. June 29, 2015 32 Creating an Activity Thiswindow letsyouadddetailsforthephonecall
- 33. June 29, 2015 33 Creating an Activity Add ‘Subject’ Add ‘Comments’ Add Follow up Date and time Then‘save’thewindow
- 34. June 29, 2015 34 Creating an Activity TheWindowchangesslightly,adding an‘Actions’optionandadditional functions
- 35. June 29, 2015 35 Creating an Activity The‘Actions’optionallows theactivitytobeassignedtoa colleagueifnecessary The window should be saved again – the activity has been created
- 36. June 29, 2015 36 Creating an Activity Theactivityisshown onthe‘Home-Page’ oftheCRMWindowofwhichever userit hasbeenassignedto. Theactivitycanbere-openedtobe worked onbydoubleclickingit
- 37. June 29, 2015 37 Creating an Activity Anyadditionalnotesorcommentsshould beadded. Theactivitymusteitherbeclosedor alternativelycanbeforward datedforfurther followup
- 38. June 29, 2015 38 Creating an Activity Ifthe‘closephonecall’optionisselected thefollowing window will appearand showachoiceasdetailedbelow If these are selected the activity will close and be removed from the Activities Page
- 39. Temel Kayıt Tipleri CONTACT June 29, 2015 39
- 40. June 29, 2015 40 Contact Card TheContactCardshouldbecompletedwith asmuchinformationaspossibleonthe Generaltab
- 41. June 29, 2015 41 Contact Card MoreAddresses
- 42. June 29, 2015 42 Contact Card MoreAddresses–select‘NewAddress’
- 43. June 29, 2015 43 Contact Card Additionaladdresses–canbeadded,for example,iftheContacthasasecondoffice
- 44. June 29, 2015 44 Contact Card Sales
- 45. June 29, 2015 45 Contact Card Sales–Fromthe‘Opportunities’menuselect ‘NewOpportunity’ (The‘Quotes’,‘Orders’and‘Invoices’tabsmay notbeutilisedinitially)
- 46. June 29, 2015 46 Contact Card NewOpportunitiescanbecreated relatingtoquotationsandpricing situations
- 47. June 29, 2015 47 Contact Card Cases–thissectionisnotrelevantatthe moment
- 48. June 29, 2015 48 Contact Card Activities
- 49. June 29, 2015 49 Contact Card Activities–Select‘NewActivity’
- 50. June 29, 2015 50 Contact Card Activities–ChooseActivityType
- 51. June 29, 2015 51 Contact Card Add ‘Subject’ Add ‘Comments’ Add Follow up Date and time Then‘save’thewindow
- 52. June 29, 2015 52 Contact Card Notes
- 53. June 29, 2015 53 Contact Card Notes–canbeaddedasplaintextor alternativelyfilescanbeattached Double click the note to open more details
- 54. June 29, 2015 54 Contact Card Marketing–thiswillshowany ‘marketinglist’theaccountisa memberoforany‘campaign’the accountisconnectedto.
- 55. June 29, 2015 55 Contact Card Relationships
- 56. June 29, 2015 56 Contact Card Relationships–eg.Anend-usercustomer mayalwayspurchasethroughadistributor
- 57. June 29, 2015 57 Contact Card Relationships–completerelevantfields
- 58. Temel Kayıt Tipleri LEAD June 29, 2015 58
- 59. June 29, 2015 59 Creating a Lead FromtheOutlookmenubarchoose“CRM”-“NewRecord”–“Lead”
- 60. June 29, 2015 60 Creating a Lead A new LEAD window appears. RedBoldtext =Informationmustbeincluded BlueBoldText=Informationisrecommended BlackText =Information Then,“Save”thewindow It is beneficial to ‘capture’ as much information as possible
- 61. June 29, 2015 61 Creating a Lead Whentheinformationissavedthescreenchangesshowing thefollowing details…Extra fields/informationhavebeenadded ‒ The lead is now created
- 62. June 29, 2015 62 Converting a Lead Open‘Leads’fromMicrosoftCRM Youwill seeallleadsassignedtoyou–Highlight anddoubleclicktheleadyouwanttowork with
- 63. June 29, 2015 63 Converting a Lead A separate window will open showing the lead – there is an option to ‘convert lead’
- 64. June 29, 2015 64 Converting a Lead HereareoptionstoeitherQualifyor Disqualifythelead
- 65. June 29, 2015 65 Converting a Lead Disqualify–Choosefromoptions shown.
- 66. June 29, 2015 66 Converting a Lead Qualify–Choosefromoptions shown (Account,Contact, Opportunity)
- 67. June 29, 2015 67 Converting a Lead ‒ Account ‒ Creates an ‘account card’ that can be used for future contact, sales and marketing information ‒ Contact ‒ Creates a ‘contact card’ that is merged with the account card detailing individuals information – (this can also appear in your Microsoft Outlook / Contacts) ‒ Opportunity ‒ Creates an ‘opportunity’ that can be used to view and track anticipated revenue, product interest, competitor information
- 68. June 29, 2015 68 Converting a Lead Forthisexamplewe will choosetocreatean Account,ContactandOpportunity (AnOpportunityisnormallycreatedtotrack aquotationorpricingsituation)
- 69. June 29, 2015 69 Account Card TheAccountCardshouldbe completedwith asmuchinformationas possibleontheGeneraltab
- 70. June 29, 2015 70 Contact Card TheContactCardshouldbe completedwith asmuchinformation aspossibleontheGeneraltab NB. The Contact Card can also create an entry in your Microsoft Outlook / Contacts
- 71. June 29, 2015 71 Opportunity Card TheOpportunitiesCardshouldbecompletedwith as muchinformationaspossibleontheGeneraltab AnOpportunityisnormallycreatedtotrack aquotationorpricingsituation
- 72. Temel Kayıt Tipleri OPPORTUNITY June 29, 2015 72
- 73. June 29, 2015 73 Opportunity Card TheOpportunityCardshouldbecompletedwith as muchinformationaspossibleonGeneraltab Very important to complete this section
- 74. June 29, 2015 74 Opportunity Card Products–thissectionisnotrelevantatthemoment
- 75. June 29, 2015 75 Relationships–anopportunitycanbelinkedtomorethanonecustomer Opportunity Card
- 76. June 29, 2015 76 SalesProcess–thissectionisnotrelevantatthemoment Opportunity Card
- 77. June 29, 2015 77 Competitors Opportunity Card
- 79. RelevantCompetitorstothisOpportunitycanbeaddedusingthe‘find’function Then highlight the Contact and add them to the record Opportunity Card
- 83. Then‘save’thewindow Add ‘Subject’ Add ‘Comments’ Add Follow up Date and time Opportunity Card
- 89. Pazarlama MARKETING LIST June 29, 2015 89
- 90. June 29, 2015 90 Marketing List MarketingList–Afunctionused togroup‘Accounts’,‘Contacts’or ‘Leads’formarketingpurposes
- 91. June 29, 2015 91 Marketing List MarketingList–Select‘New’ tocreateamarketing list
- 92. June 29, 2015 92 Marketing List MarketingList–Completenecessaryinformation When you SAVE the form these options become available
- 93. June 29, 2015 93 Marketing List MarketingList–Toaddmemberstothe listselect‘Members’andchoose ‘ManageMembers’
- 94. June 29, 2015 94 Marketing List MarketingList–Memberscanbeaddedusing ‘lookup’or‘advancedfind’ Members can also be removed from a marketing list or the list can be updated
- 95. June 29, 2015 95 Marketing List MarketingList–Using‘advancedfind’we haveselectedcountryas‘Spain’andAccount relationshiptypeas‘Reseller’
- 96. June 29, 2015 96 Marketing List MarketingList–Thewindow shows allthe recordsfromthe‘advancedfind’ Add them to the Marketing List here
- 97. June 29, 2015 97 Marketing List MarketingList–Thelistisnowpopulatedwith therecordsyouhaverequested SAVE the form
- 98. June 29, 2015 98 MarketingList–Thelistappearsinthemain window
- 99. Pazarlama QUICK CAMPAIGN June 29, 2015 99
- 100. June 29, 2015 100 Quick Campaign QuickCampaigns–Afunctionusedtotarget groupedrecords Use Advanced Find to ‘filter’ your target audience In this example we have selected all Contacts who are based in Surrey Then choose ‘Find’
- 101. June 29, 2015 101 Quick Campaign QuickCampaigns–Select‘CreateQuick Campaign’toshowachoiceofrecordstoinclude –we will choose‘ForAllRecordsonAllPages’
- 102. June 29, 2015 102 Quick Campaign QuickCampaigns–thewizard opens–choose‘Next’
- 103. June 29, 2015 103 Quick Campaign QuickCampaigns–Addanameforthecampaign
- 104. QuickCampaigns–Selectthetypeof activitythatthequickcampaignwill create. -Choosewhowill bethe owner oftheactivity(ie.whowilldoit). Quick Campaign
- 113. QuickCampaigns–The recordwill showletterscreated, responsesandwho theletter was sentto Double click the letter Quick Campaign
- 114. Pazarlama CAMPAIGN RESPONSES June 29, 2015 114
- 115. CampaignResponses–Findthe‘Campaign’or ‘QuickCampaign’–thenopentherequiredrecord Campaign Responses
- 116. Campaigns–select‘Campaign Responses’fromthemenu–select ‘New’ tocreateanewresponse Campaign Responses
- 117. Campaigns–Thallows eresponseforminfotobeaddedifitisfromanexistingrecord(Account,Contact orLead)oranewenquiry–savetheform. Existing record New customer Details : will create an open activity against the customer record Campaign Responses
- 118. CampaignResponses–Theactivityisshown intheActivitiessectionofthedatabaseandagainstthe customersrecord Closing Campaign Responses
- 119. CampaignResponses–Whentheformissavednew optionsareshown –thecampaignresponsecanbe converted Closing Campaign Responses
- 121. Diğer Özellikler FORM ASSISTANT June 29, 2015 121
- 122. June 29, 2015 122 Form Assistant FormAssistant–Canbefoundonmostcardsontherighthandside. Theiconhighlightedby canbe usedtohideorshowtheassistant
- 123. June 29, 2015 123 FormAssistant–InthisexamplewearelookingatanAccountcard The form assistant works with any field displaying this symbol Click inside the field The form assistant displays the corresponding field Use the find function to search Click the correct result to add the details to the form Form Assistant
- 124. June 29, 2015 124 FormAssistant–InthisexamplewearelookingatanAccountcard The search result is added to the form Form Assistant
- 125. Diğer Özellikler ADVANCED FIND June 29, 2015 125
- 126. June 29, 2015 126 Advanced Find AdvancedFind–fromOutlookmenubarselect ‘CRM’/‘AdvancedFind’ Choose which record to find Add search criteria
- 127. June 29, 2015 127 Advanced Find Reports–Theresultscanbeopenedtoworkon Double-click to open
- 128. June 29, 2015 128 AdvancedFind–Addadditionalcolumns Choose which record to find Add search criteria Then choose Edit Columns Advanced Find
- 129. June 29, 2015 129 AdvancedFind–Addadditionalcolumns Add columns by choosing the ‘Add Columns’ Remove columns by highlighting the column and choosing ‘Remove’ Advanced Find
- 130. June 29, 2015 130 AdvancedFind–Addadditionalcolumns Add whichever columns you want to see Advanced Find
- 131. June 29, 2015 131 AdvancedFind–Whenthesearchcriteriahasbeenentered,select‘SaveAs’ Advanced Find
- 132. June 29, 2015 132 Advanced Find AdvancedFind–Addarelevant‘Name’forthefilterandadescriptionifnecessary.
- 133. June 29, 2015 133 AdvancedFind–Thereare2placeswecanviewthisdata. Thefirstisonthe‘SavedViews’tabof‘AdvancedFind’. Advanced Find
- 134. June 29, 2015 134 AdvancedFind–Thereare2placeswecanviewthisdata. ThesecondisfromtheViewdropdownmenuin CRM/Outlook. As the ‘View’ was built from the ‘Account’ I need to select Accounts to view the data Advanced Find
- 135. Contact Us +90 216 266 33 54 www.trioworx.com email@trioworx.com