2015 User Guide Microsoft Dynamics CRM Online 2015 Update 1 Microsoft Dynamics CRM 2015 Update 1 (On-Premises)

2015 User Guide Microsoft Dynamics CRM Online 2015 Update 1 Microsoft Dynamics CRM 2015 Update 1 (on-premises) Contents What’s new Manage the sales cycle Manage your service team Work with cases Work with marketing campaigns Create and run reports Deploy and Administer CRM Go Mobile Monitor social media Import data Accessibility This user guide is for people who prefer a print version of CRM Online and CRM on-premises 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. This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. As the software licensee, you may make reasonable customizations to the software online help documentation for your internal use only. You are solely responsible for and bear any and all liability relating to any customizations you make. This includes any adverse effect that your customizations have on any functionality of the licensed software, the software documentation itself or otherwise relating to use of your customizations. Please note that installing software upgrades may rewrite customized online help files. The videos and eBooks might be in English only. Also, if you click the links, you may be redirected to a U.S. website whose content is in English. © 2015 Microsoft. All rights reserved. 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Contents Welcome to the User Guide .......................................................................................................... 15 Manage the sales cycle .............................................................................................................. 15 Nurture sales from lead to order ............................................................................................. 16 Create or edit a lead ............................................................................................................ 17 Qualify a lead and convert it to an opportunity .................................................................... 18 Create or edit an opportunity ............................................................................................... 19 Create or edit a quote .......................................................................................................... 20 Create or edit an order ........................................................................................................ 21 Create or edit an invoice ..................................................................................................... 23 Close an opportunity as won or lost .................................................................................... 24 Quick create--Enter new contacts (or other data)--fast! ......................................................... 24 Use Bing Maps to view a location ........................................................................................... 25 Keep track of notes, tasks, calls, or email with activities ........................................................ 27 Stay up-to-date with customer news with the activity feed ..................................................... 27 Display your picture on the activity feed ................................................................................. 29 Create or edit an account ....................................................................................................... 30 Assign a record to a user or team ........................................................................................... 31 Create or edit a contact .......................................................................................................... 31 Deactivate or activate an account or contact .......................................................................... 33 Create or edit a goal ............................................................................................................... 33 Create or edit a competitor record .......................................................................................... 35 Create or edit a rollup query ................................................................................................... 35 See account relationships in a hierarchical view .................................................................... 36 Print leads, quotes, and other records .................................................................................... 37 Salespeople with quotas ......................................................................................................... 38 Manage service .......................................................................................................................... 39 Get started with service .......................................................................................................... 40 Key steps to get started with customer service ................................................................... 41 Basics of service and service scheduling ............................................................................ 42 Get started with service management ................................................................................. 43 Configure the process flow for customer service ................................................................ 44 Improve customer service with better automation and tracking .......................................... 45 Use articles in the knowledge base ..................................................................................... 48 View, block, or deactivate a social profile............................................................................ 49 Set up service terms ............................................................................................................... 50 Define service level agreements (SLAs) ............................................................................. 51 Disable or enable Service Level Agreements (SLAs) for cases ......................................... 58 Create an entitlement to define the support terms for a customer ...................................... 59 Create a customer service schedule and define the work hours ........................................ 63 Use the workplace calendar ................................................................................................ 65 Set up a holiday schedule ................................................................................................... 66 Set when your business is closed ....................................................................................... 67 Schedule time off ................................................................................................................. 68 Create or edit a service ....................................................................................................... 69 Create or edit a contract ...................................................................................................... 70 Define support terms for customers by using contracts ...................................................... 72 Set up and define rules for service ......................................................................................... 73 Define subjects to categorize cases, products, and articles ............................................... 74 Create a simple selection rule ............................................................................................. 74 Create or edit a resource group .......................................................................................... 75 Use sites to manage your service locations ........................................................................ 76 Set the capacity required for a service or resource ............................................................. 77 Set work hours of a resource .............................................................................................. 79 Restrict a resource from performing a service .................................................................... 82 Create or edit a selection rule ............................................................................................. 84 Set up case and queue settings ............................................................................................. 84 Define settings for parent and child cases .......................................................................... 84 Create rules to automatically route cases ........................................................................... 86 Automatically create a case from an email ......................................................................... 88 Set up rules to automatically create or update records in CRM .......................................... 91 Create or edit a queue ......................................................................................................

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