Tag - CRM Customisation

Business Analysis and Design of Microsoft Dynamic CRM

Congratulations! 🙂 Finally you feel interest on Microsoft Dynamic CRM! Great!!

Before going farther, we should know how Microsoft Dynamic CRM is related to business analysis and design.

Microsoft Dynamics CRM is a business solution to help developers, nurture contacts, track your sales and keep your customer happy :). So, it’s pretty much obvious that whenever you want to implement Microsoft Dynamics CRM, you must think about the impact it will create on your business. You have to analyze how much business value it will add and then design your implementation accordingly.

Business Analysis

Business Analysis is a kind of research to identify the business need of a solution and determining its problems. You can go through the following steps for better understanding the business analysis of Microsoft Dynamics CRM.

1.       Chime with Microsoft Dynamics CRM:

In most cases, as a business analyst we are expected to dive into a project and start working as quickly as possible. Sometimes, project might be already started or we cannot understand what the project is and why it should exists. Sometimes, we face too much difficulty about understanding the project and as an analyst it’s our job to simplify the scope, business objectives and requirements as soon as possible.

But, doing too much hurry, we may go in the wrong direction. That might make the project fail.

So, before implementing Microsoft Dynamics CRM you have to spend time for analyzing its business value. You have to make sure that you are not making mistakes. To do so, at first you have to be familiar with the Microsoft Dynamics CRM, you have to learn it, capture it and be chime with it.

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Dynamics CRM 2013 Customization Videos

Microsoft team has compiled few videos to give users better idea how you can customize Dynamics CRM 2013 by using new features, all these videos are available on youtube channel of Dynamics CRM.

Dynamics CRM 2013 Quick Forms:

Dynamics CRM 2013 Quick Create Forms:

Dynamics CRM 2013 Business Rules:

Dynamics CRM 2013 Image Data Type:

Dynamics CRM 2013 Phone Number Format:

Dynamics CRM 2013 Customizable Tool Tips:

I hope these videos will help you to better understand new features of Dynamics CRM.

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Reference: http://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2013/11/14/microsoft-dynamics-crm-2013-support-video-recommendations.aspx

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Dynamics CRM 2013 Application Videos

Microsoft team has compiled few videos to give users better idea what new features are available in Dynamics CRM 2013, all these videos are available on youtube channel of Dynamics CRM.

Dynamics CRM Application:

Getting Started with Dynamics CRM 2013:

Microsoft Dynamics CRM 2013 User Experience Overview:

Microsoft Dynamics CRM 2013 Business Process Overview:

Dynamics CRM 2013 Access Teams:

Dynamics CRM 2013 Security Model:

I hope these videos will help you to better understand new features of Dynamics CRM.

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Reference: http://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2013/11/14/microsoft-dynamics-crm-2013-support-video-recommendations.aspx

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Dynamics CRM 2013 Implementing Claims and IFD

Scenario 1 (CRM and ADFS installation on same box)

 

Basic requirements

One Public IP is needed

One SSL Certificate is needed (wild card certificate preferred)

ADFS should use default website port 80 and SSL port 443 on IIS

CRM could use port 5555 and SSL port 444 on IIS

DNS need to be configured on the Domain Controller machine under the public domain lookup zone. Following are the A records for proper CRM URL resolution

  1. ADFS Server URL(External Domain)
  2. Dev URL(CRM Discovery Service end point)
  3. Auth URL(CRM IFD Federation end point)
  4. Org URL(Organization of CRM)
  5. Internal  CRM URL(CRM Claim Federation end point)

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Dynamics CRM Email Tracking and Email Duplication

I found this interesting article written by powerobjects, i thought it would worth of sharing with my readers.

Email Tracking
It may not be suggested to keep employees as contacts in a customer-focused implementation of Microsoft Dynamics CRM because of the perceived problem of email tracing from Outlook. When you track an email from Outlook, it will track the email against the CRM record of everybody on the email (either sender or recipients). When you have an employee as a contact in CRM, that contact record will show all the email the employee ever sent or received under Closed Activities.

 

Email Duplication

Database administrators might be looking at this kind of email tracking with concern about how often the same email is being duplicated. When an email is tracked in CRM, it is NOT duplicated for each contact it is tracked against. A single email is merely ‘related’ to each contact. However, there is increased potential for duplicate records when you have employees in CRM. That is because when an employee sends and email to another employee and tracks the email, it may be tracked again when the 2nd employee receives the email.

If You MUST Track Employees in CRM

If you must track employees, there are some options for you to avoid the email tracking conflicts described above.

Option 1 – Use Contacts but Create Email Aliases
Use the contact record for employees, but create an email alias for each employee that is used only for CRM. Since CRM uses an exact match on email address in order to identify which contact to track email against, an alias will fool it. The email will not be tracked against the employee UNLESS it is Set Regarding the employee contact directly.

Option 2 – Use Users
Some organizations are uncomfortable with a single person having two records (Contact and User). To resolve this, they enter all employees (even non-Users) into CRM as users and then deactivate the users who do not need licenses. If choosing this route, employee lookups would need to be modified in order to include inactive records. This may make some tasks difficult, such as updating the employee records, either with workflow or manually. Since they are inactive, then they would be read-only.

Option 3 – Creating a Custom Entity
By creating a custom entity for employees, it gives you the flexibility to edit the records easily, but also to NOT have to create an email alias. Custom entities can be email-enabled so that email notifications can be sent manually or via workflow.

Final Thoughts

In considering how best to store employees in Microsoft Dynamics CRM, don’t forget to consider security. Determine who needs to access (view, edit, and delete) employee records, and who does not need to access. If you repurpose contacts or users for employees, you will have less control over security because your security model must support multiple uses of the same entity. By creating a custom entity for employees, you can control the rights separately.

 

Reference:

http://www.powerobjects.com/blog/2013/04/03/options-storing-employees-in-crm-2011/

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Overview Dynamics CRM Service Scheduling

In this post I am giving you basic overview of service scheduling process in Dynamics CRM 2011. Services are created by service manager (having role of system admin or service scheduler) and all appropriate resources are added to it. Once this process is completed service activity can be scheduled by service representative.
Some of the benefits of Service Scheduling include the following:

• Scheduling tighter appointments while improving service quality
• Preventing over-scheduling with predictable workloads for employees
• Ensuring reliable time estimates for your customers and clients

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Enabling Dynamics CRM 2011 Auditing

In Dynamics CRM auditing can be enable at three levels; organisation, entity and field. To enable auditing on entity level, auditing should be enable on organisation level first. Same case is with field level auditing, it should be enable first at entity level.

Entity Level Auditing Warning:

If auditing is not enable at organisation level, you will get following warning message under Data Service section.

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Dynamics CRM 2011 serious problems when disabling business unit

Any business unit other than root business unit can be disabled in CRM 2011. This is done when you no need of this business unit anymore. Before disabling a business unit please consider this problems.

  1. When you disable a business unit, it not only disable this business but also disables all its child business units as well.
  2. The user who are assigned to these business units will also be disabled and they will not be able to login Dynamics CRM. However these user will still exist in CRM and their license will not be revoked.
  3. You cannot assign users to disable business unit.
  4. Same case with child business units, they cannot be assigned to disabled business unit.
  5. When you disable business unit, no data associate to business unit will be deleted.  (more…)
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