Category

Microsoft Dynamics CRM

Dynamics 365 CRM: Update Default Setting of the Address Field on Display Form

By Microsoft Dynamics CRM No Comments

Some of the default settings in the Microsoft Dynamics Sales interface have changed slightly and clients prefer using them the way they were traditionally used. One of the settings that’s changed is having the Address Fields populate and appear on the main screen.

Log into Dynamics and on the main screen go over to the wheel in the top right of your screen then scroll down to Advanced Settings

Inside Advanced Settings, click on Settings, Customizations, Customize the System

The Power Apps screen will open, and the following screen will appear. This is where all the form customizations live

To update the Address default setting for the Account, we’re going to go into the Account, Forms, Active Form and double click on Account

Once in Account, scroll down to Address and double click inside the field where you would enter text

The Field Properties tab will appear, and you’ll want to update the Display Label on the Form checkbox. After you update the checkbox, click on OK

After selecting OK, click on Save and then click on Publish Save

Dynamics 365 CRM: Migrating to a New CRM? System Permissions and Securing Your Data

By Microsoft Dynamics CRM No Comments

Once you’ve migrated to your new CRM and you’ve deduplicated and cleansed your data, you’ll want to verify that the right Users have access have to the CRM and proper access to key components and modules within the system. An account (User Id and Password) will need to be created for each User first for them to have access to the CRM Sales app. Next to update their permissions follow these steps:

Log into the application

Once inside the Sales CRM, scroll over to the wheel icon and click, scroll down to Advanced Settings

Then go into Settings, Security

Once inside Security, you’ll see both Users (1) and Security Roles (2)

User Roles are assigned to individuals within *Business Units after the Security Roles have been defined

*Business Units are another level of categorizations that you can have within your organization that will structure permissions. One Business Unit is created by default in Dynamics and it is the Root which covers the entire organization. Additional Business Units can be created to segregate by function or locations.

To create Business Units, go to Settings, Security, Business Units

Once in Business Units, click on New and complete the information for the Business Unit that your adding (in this example Sales Team) and then Save the information

All Users need to be assigned to a Business Unit in order to have access to Dynamics.

Security Roles:

Double click on Security Roles, in this example Sales Manager and click to go into the detail

The screen below is the main screen which shows the details of the Security Role definition

The top of the screen is record oriented permissions of the Sales tab

These are task-oriented permissions

This is the legend or key throughout the bottom of the screens which represents the levels of permission to access, update or delete certain records/perform tasks.

The screens with Record and Task permissions will be structured the same throughout; however, the fields listed will change. As an example, below is the Marketing tab and the field permissions that would be permissioned for the Sales Manager role.

Once the Security Roles have been outlined and the access levels within the roles have been defined, Users can be added and assigned to Security Roles and Business Units.

To add a User, go to the wheel icon in the top right of the screen and scroll down to Advanced Settings

Go to Settings, Security and then click on Users

Once inside the Users screen, select New

And enter the basic information for the User on the main screen

Next, you’ll want to assign the User a Role. A User can be assigned more than one role and the permissions will be the broader of the assigned role(s).

*Notice that the Security Roles have Business Units already assigned to them

When the User is assigned a Role, click OK

You can also re-assign the User to another Business User when/if necessary

Dynamics 365 CRM: Using Activities to Manage Communication and Next Steps

By Microsoft Dynamics CRM No Comments

Using the Activities functionality in Dynamics is a great way to help stay on top of tasks and client communications. It also allows collaboration across teams throughout your organization. This tip will show you how to use Activities on an individual basis and how to attach it to an account. Activities can also be attached to other record types as well.

Log into Dynamics

Once on the main screen, scroll down the left side of the screen and click on Activities and the Activities screen will open

Below are some examples of the types of Activities you might engage in with Clients

In this example we’re going to create a Task for a sales team member. Click on Task and fill in the information

Once all information has been entered, click on Save and Close. The record will appear in Activities as Open until it’s Completed/Closed.

Also, in this example, we’re going to attach this Activity to an existing Account. Let’s go to the left side of our screen and scroll down to Accounts

Find the Account that this Activity belongs to and go into the Account. Once in the Account, go to Related and scroll to Activities

Once in Activities, go to Add Existing Activity

The Look Up Records screen will appear, type in some key words and select the activity you want to attach and click on Add

When the Activity appends to the record it will appear as follows

Dynamics 365: Qualifying Multiple Leads – Bulk

By Microsoft Dynamics CRM No Comments

A Lead is Qualified and becomes an Opportunity when there’s a high prospect of the deal closing. The workflow in Microsoft Dynamics 365 defaults to creating an Account, Contact and Opportunity once a Lead is Qualified. Keep in mind that the system default settings automatically create the Account and Contact once the Lead is Qualified unless otherwise specified. Follow the following steps to qualify multiple leads simultaneously:

Read More

Dynamics 365: Migrating to a New CRM? Deduplicating & Cleansing your Data

By Microsoft Dynamics CRM No Comments

Migrating to new CRM software is the perfect time to address any imperfections with your data. Microsoft Dynamics, as well as other CRM’s on the market, have tools available that make it easier to go through the review and cleansing process.

Below you’ll find best practices suggested for cleaning and maintaining your data.

Finding and Removing Duplicate Records

Duplicate records can be inadvertently be created during high paced times. Set-up the “Check for Duplicates Wizard” to run a bulk clean up job to find and remove the duplicate records.

Read More

Dynamics 365: Migrating to a New CRM? Imagine the Possibilities

By Microsoft Dynamics CRM No Comments

Overview

This will be a 4 part series to guide you through identifying and analyzing your business processes today and the way to implement a strategic solution which will set you up for future growth.

Objectives

  1. Identify the Business Units and Users of your CRM 
    • Who uses the application and why do they use it?
    • What data is being used?
  2. Bridging the gaps between Current State and Future State 
    • What are some of the current system limitations and workarounds that have been created to circumvent functionality limitations? 
    • Why are certain features of the software not in use today? Would using the functionality create issues for other Users?
    • What functionality can make your current processes more efficient and how do you position yourselves for future growth? 
    • How easy would be it be to scale solutions back if the Business were to take a different direction? 
  3. Introducing the new software to your teams and providing training 
  4. On-going support
    • Stay as up to date as possible with versions

Let’s Get Started …

While implementing a CRM, or another software program, this is the time to enhance and expand upon your current system capabilities, cleanse your records and to consider methods in which processes have failed in the past or should have performed better. CRM software provides a 360-view of your client, their current interests and potential growth. Ensuring that these records are accurate on Day 1 and maintained in a well timed fashion is vital. We’re going to walk through a few steps that can be taken throughout the planning and requirement phase to mitigate mistakes early on.

Where does the application sit and who are the Users?

Discovering what areas within your organization are reliant on the application and who the Users are is the first step in determining useability. In the case of a CRM, many times, the Sales and Marketing teams are a great starting point. Operations and Accounting can have permissions to read only data and/or export functionality so it’s vital to find out:

  1. Who is using the application?
  2. What data is being used? 
    • Why is it being used? 
    • When is it being used?
    • Is it being sent elsewhere?

This discovery process impacts not only who uses the application, what Users have access to and how current data is received but also the length of time the data may need to be retained. 

What data is used and where does it come from? 

Once the Users of the application and data has been identified, it’s important to understand what data is required and what data is optional or nice to have. Creating a data dictionary that consists of all data fields required, optional or recommended as well as the status of each data element can help determine the prioritization of how you’ll approach your implementation. For example, the Name Field is a required field and has an Active use status with a current last update date; however physical Business Address may be an optional field and only in use for a handful of  clients. The Business Address field can have a status of Inactive or the last update date could be years prior to now. 

All data should probably be retained or archived for at least a year but based on the nature and characteristics of the data, it may need to be stored for 7 years or more, depending upon regulatory requirements. Understanding what internal and external audit requirements are is also imperative to a successful implementation. 

Also, data can be received from internal and/or external applications by receiving a feed or call/answer feature that populates the data fields and makes it available to Users. In addition, once data is received sometimes Users have the capability to manually override the data field. Rule validations and error checks may also be in place to help protect the integrity of the data. Understanding how data is being received, where it’s coming from and whether it is editable will be impactful to the success of the migration. 

Lastly, data can be “real time” or “live” or can be received via batch so understanding the timing of the data is crucial.

How is your data protected and is there a Disaster Recovery plan/process?

Data Integrity is a key component of  your organization’s bottom line but so is data retention and disaster recovery. There are four phases of disaster recovery: 

  1. Mitigation
  2. Preparedness
  3. Response
  4. Recovery

Work with your technology counterparts and service providers to ensure your SLA’s for recovery time are clearly defined. Put policies and procedures in place to protect your organization against potential failures (internally and externally).

What are the system limitations? What workarounds (manual processes/processes that sit outside of the system) are in place?

When you identify a “Day in the Life” for your Users, try to determine whether the processes are optimal and provide the most efficient use of resources and time. There are many modules within a CRM that can be used to create better communication both internally and externally, such as task tracking and follow up. Sometimes, when a new application is implemented, not all of the functionality is put to use. It’s important to understand what’s not being used due to system limitations and define those system limitations as well as manual processes that are in their place. Oftentimes, functionality isn’t used because it entails a change to the workflows. 

Bridging the Gap – Current State vs. Future State

Once most of the items mentioned above have been flushed out, a clearer picture of your current state should be evident. You’ll understand what data is in use today, how it’s maintained and protected. Next, the workflows and processes need to be clearly defined in both the Business and Technology pieces. 

Think about the manual processes in place today and whether they can be automated with existing functionality or that will be available in the most recent version of the software. 

Create data workflow mappings between what is currently done and then do the same for the future state. Imagine optimizing a solution that not only fits your world today but in the next five years. Visualize how your organization can grow or possibly move in another direction where you’d still be able to leverage the build out. Also, solutions should be clearly identified and designed to prepare not only for future growth but also scale back, if necessary. 

Educating Users and Provide Training

Users should be exposed to the new software sooner rather than later. Engaging Users early on provides not only time for adjustment but also provides an opportunity for Users to become active in the project and buy-in. Engaging Users and training them should run parallel with implementing and rolling out new software and this can be done in a few different ways. 

After gathering current state requirements, provide a demo of the new software. Walk through it’s core functionality as well as some of its features and provide some of their “Day in the Life” activities as examples throughout the demo. This allows them to not only learn about the new software but creates relatability into their activities and how they’ll be impacted. This also helps facilitate new ideas and thinking into how their worlds can change for better or worse. 

Training can be done in a combination of ways – visual, auditory and tactile or hands on. After providing a demo of the new software and its features, Users can then be given credentials to log into a training environment to familiarize themselves and/or walk through functionality test scripts. Group training sessions can also be held where each user will use the system and walk through scenarios with the trainer. This is an effective process at not only bringing teams up to speed but also flushing out issues and/or defects which mitigates risk down the line.

Ongoing Support 

Having the most recent version of the software not only allows your systems to perform better and be more secure but you’ll also receive resolution patches for defects. Your organization can determine to opt in and install the patch or opt out. Implementing a patch though takes analysis and planning and it’s quite similar to a full blown software implementation. In addition to testing the patches “corrected functionality”, all existing functionality needs to be regression tested to ensure nothing broke or acts differently. Stay abreast of versioning, its new functionality, defect remediation and make informed decisions as to whether it makes sense implementing patches or waiting for the next full version of the software. Just don’t get too far behind on versions as it could add to the project timeline when you do decide to upgrade.