Work with Accounts. Microsoft Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM 4.0

Work with Accounts

Accounts represent companies that your organization may do business with. Concepts: Managing Accounts and

Contacts

Create or edit an account

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

1. In the Navigation Pane, click Sales, and then click Accounts.

2. On the Actions toolbar, click New, or open the record that you want to edit.

3. On the General tab, enter information or observe any noted restrictions or requirements as needed:

Account Name

You can use accent marks when you enter data, for example, in a customer's name. Your ability to sort and find information is not affected by these accent marks.

Account Number

You must enter a number of 20 characters or less.

Parent Account

If the account you are creating is a sub-account, then you will want to set up a relationship to its parent account.

To locate and select a parent account, click the Parent Account box. You can select a record from a filtered list in the Form Assistant pane, or you can click the Lookup button search for other records. If you are creating a parent account, leave this field blank.

to

Primary Contact

To locate and select a primary contact, click the Primary Contact box. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records.

Relationship Type

Select an option from the list. This field can be customized, so the values will vary.

Your organization might set up relationship roles, to indicate the role of your customers as they relate to your business. This field is not required.

If there are no relationship roles in the list or the relationship role you want is not listed, contact your system administrator and ask them to add the relationship role to the

Relationship Roles area, which is located in the Settings area.

E-mail

E-mail addresses must be valid. For example, [email protected]. Although this field is optional, including an e-mail address allows you to communicate with the account by using e-mail.

ZIP/Postal Code

Enter a code of 20 characters or fewer. Although this field is optional, including a ZIP Code or

Microsoft Dynamics CRM 4.0 User’s Guide 235

236 postal code can provide basic geographical information about the account that you can use in other areas of the application, such as reports and workflows.

4. On the Details tab, observe any noted restrictions or requirements and enter all the information you have available in the following fields:

Territory

You can select a record from a filtered list in the Form Assistant pane, or you can click

Lookup to search for other records.

This field can be customized, so the values will vary. If there are no territories in the list or the territory you want is not listed, contact your system administrator and ask them to add the territory to the Sales Territories area, which is located in the Settings area.

Category

Select an option from the list. This field can be customized, so the values will vary.

The default values are Preferred Customer and Standard. Your organization might add other values to manage territories.

These values help determine how to set up territories so that your organization has roughly an equal number of highly rated accounts. It might also reflect the priority of the account.

Industry

Select an option from the list. This field can be customized, so the values will vary.

If the account specifies an industry that is not in the list, you can work with your system administrator to get new industries added to the list. This field is used in various reports such as Account Overview.

Another form that includes the industry field is the lead form. If your system administrator adds custom industries to the account form, he or she should also add them to the lead form to keep the two lists in synch.

Annual Revenue

You must enter numbers between 0.00 and 1,000,000,000.00.

You can use commas and a decimal point, but you cannot use a currency symbol, such as the dollar ($), euro (€), or yen (¥).

No. of Employees

You must enter a whole number between 0 and 1,000,000.

SIC Code

Indicate the Standard Industrial Classification (SIC) code for this account. You can search on

SIC for organizations with a particular code to display all accounts of businesses in that category. Enter a code of 20 characters or fewer.

Ownership

Select an option that indicates how shares of the company are held. For example, if the company is held publicly, meaning its stock is traded on the open market, then its ownership would be public.

Ticker Symbol

If you enter a ticker symbol for a market outside the United States, you must prefix it with the country code, for example US:MSFT ( country code:ticker symbol

). This information is available only for markets that are currently listed on the MSN Money Web site. In addition to the United States (US), MSN Money also provides information for markets in Australia (AU),

Microsoft Dynamics CRM 4.0 User’s Guide

Belgium (BE), Canada (CA), France (FR), Germany (DE), Great Britain (GB), Italy (IT), Japan

(JP), Netherlands (NL), Spain (ES), and Sweden (SE). For more information, go to the MSN

Money Web site .

5. On the Administration tab, enter information or observe any noted restrictions or requirements as needed:

Owner

This box is filled automatically with the name of the user who is creating the record. You can click the Lookup button to search for other records.

Originating Lead

If this account was the result of converting a lead, then this field will automatically show the lead record. You can also enter the originating lead.

To locate and select a lead, click the Originating Lead box. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for a lead.

Credit Limit

This field is not used as part of the business logic in Microsoft Dynamics CRM; however, your organization might use it as part of a workflow process.

Credit Hold

This field is not used as part of the business logic in Microsoft Dynamics CRM; however, your organization might use it as part of a workflow process.

Payment Terms

This field is mapped to any orders that are created for the record.

Price List

If your organization has price lists set up, you can use Lookup to search for and select the appropriate price list.

This field is mapped to any orders that are created for the record.

Contact Methods o

Preferred

Select the option that best describes the preferred method of contact. o E-mail

If you select Allow, Microsoft Dynamics CRM allows all e-mail, including e-mails related to campaign activities, to be sent to the e-mail address associated with the record. However, if you select Do Not Allow, Microsoft Dynamics CRM does not allow any e-mail to be sent to the e-mail address associated with the record. o

Bulk E-mail

If you select Allow, Microsoft Dynamics CRM allows any e-mail as part of a bulk e-mail process, including bulk e-mails related to campaign activities, to be sent to the e-mail address associated with the record. However, if you select Do Not Allow, Microsoft

Dynamics CRM does not allow any bulk e-mail to be sent to the e-mail address associated with the record. o Phone

The selected option simply provides information to anyone who views the record. This field is not used by Microsoft Dynamics CRM to control initiating or receiving phone calls.

Microsoft Dynamics CRM 4.0 User’s Guide 237

238 o Fax

The selected option simply provides information to anyone who views the record. o Mail

The selected option simply provides information to anyone who views the record. This field is not used by Microsoft Dynamics CRM to control initiating or receiving mail.

Marketing Information o

Send Marketing Materials

If you select Yes, marketing material corresponding to campaigns is sent to the respective addresses (e-mail, physical address) for the record. This includes general marketing mailers that might be sent on a regular basis that are not part of a targeted marketing campaign. If you select No, marketing materials are not sent, nor can activities related to sending marketing materials be created for the record. o Last Date Included in Campaign

Microsoft Dynamics CRM automatically sets the date for this field when any marketing communication is sent to the addresses for the record. You can also manually update this field and enter a date. This field is used as filter criteria in Marketing Automation.

For example, the Anti-spam Setting area of a Campaign form uses the date in this field to ensure that you do not send frequent mailers to a customer.

Service Preferences

Select the customer's preferred time and day for appointments.

Click the Preferred Service, Preferred Facility/Equipment, or Preferred User box to search for the appropriate record.

You can select a record from a filtered list in the Form Assistant pane, or you can click

Lookup to search for other records.

6. On the Notes tab, click Click here to enter a new note, and add the information that applies to your record.

7. Click Save or Save and Close.

Resolve potential duplicate records.

1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.

2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, double-click the record.

If the duplicate-detection rule identified potential duplicate records in other record types, review records from each record type listed.

3. If your new or updated record is not a duplicate, to create the new record, click Save Record.

– OR –

Notes

If your new or updated record is a duplicate, to cancel your changes, click Cancel.

If you enter a duplicate record within a few minutes of entering the first record, Microsoft

Dynamics CRM will not detect the duplicate record. The matchcodes for new and updated records are created every five minutes, rather than as a record is created.

Microsoft Dynamics CRM 4.0 User’s Guide

Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule exists for the record type. More information: Avoiding Duplicate

Records

Tips

You can add more addresses to handle various locations for a given account or contact. To do this, under Details, click More Addresses, and then on the Actions toolbar, click New Address.

When the Look Up Records dialog box is open, if the record you need doesn't exist, click New, and create the record.

If you create both accounts and subaccounts, and create relationships between them, then you can use the reporting features to get subtotals or total revenue reports for all the related accounts.

Associate an opportunity with an account or contact

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

You associate opportunities with accounts or contacts by creating an opportunity relationship between them. The relationship you set up is based on your selection in the Opportunity Relationship dialog box. Therefore, if you want to create an opportunity relationship with the specific account or contact that you open, make sure that you select that record.

1. In the Navigation Pane, click Sales, and then click either Accounts or Contacts.

2. In the list of accounts or contacts, open the record to which you want to add an opportunity relationship.

3. On the Actions menu, point to Add Relationship, and then click Opportunity.

4. In the Opportunity Relationship dialog box, enter information in the following boxes:

Opportunity

You must select the opportunity that will be associated with the record. Click the Lookup button to search for an opportunity.

Customer

This field is automatically filled with the account or contact record.

Customer Role

Select an option from the list. This field can be customized, so the values will vary.

Your organization might set up relationship roles, to indicate the role of your customers as they relate to your business. This field is not required.

If there are no relationship roles in the list or the relationship role you want is not listed, contact your system administrator and ask them to add the relationship role to the

Relationship Roles area, which is located in the Settings area.

Description

Use this field to provide additional information about the relationship.

5. Click Save or Save and Close.

Repeat this step to save the account or contact.

Microsoft Dynamics CRM 4.0 User’s Guide 239

Note

You cannot set up duplicate relationships between a customer record and an opportunity. For example, if you create a relationship between an account and the opportunity, and the customer's relationship role is set to Distributor, you cannot create a new relationship for the account that uses the same customer opportunity and relationship role.

Set customer preferences for a service activity

Can I do this task?

This task requires permissions that are found in all default service scheduling security roles. More information about specific permissions and performing this task while offline: Service Scheduling

Permissions

You can provide personalized customer service for your customers by recording their preferences regarding services and service times. These preferences become the default criteria the next time that a service activity is scheduled for the customer and they are offered in the Form Assistant pane.

1. In the Navigation Pane, click Workplace, and then under Customers, click either Accounts or

Contacts.

2. In the list, open the record you want.

3. Under Details, click Information.

4. On the Administration tab, under Service Preferences, select the customer's preferred time and day for appointments.

5. Click the Preferred Service, Preferred Facility/Equipment, or Preferred User box to search for the appropriate record. You can select a record from a filtered list in the Form Assistant pane, or you can click the Lookup button

6. Click Save or Save and Close.

to search for other records.

Add or remove a customer record in a marketing list

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

You can add a customer record, such as a lead, account, or contact, to a marketing list. If a customer record is added to a marketing list from another area within Microsoft Dynamics CRM, the customer record is updated to reflect this association. Therefore, if you want to add a customer record, such as a lead, to a marketing list, you might find that the lead is already associated with the list.

1. In the Navigation Pane, click Sales, and then click Leads, Accounts, or Contacts depending on which type of record you want to add to a marketing list.

2. In the list, open the record that you want to add to a marketing list.

3. Under Marketing, click Marketing Lists.

4. On the Actions toolbar, click Add to Marketing List.

5. In the Look Up Records dialog box, locate and select the marketing list you want to add the record to, and then click OK.

6. Click Save or Save and Close.

240 Microsoft Dynamics CRM 4.0 User’s Guide

Note

To remove a record from a marketing list, open the customer record you want to remove from the marketing list. On the Actions toolbar, click More Actions, and then click Remove. In the confirmation message, click OK.

Tip

If you cannot locate the marketing list you want to add, you might need to create it. To do this, in the Look Up

Records dialog box, click New and then complete the form.

View associated campaigns from customer records

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

You can view a list of campaigns for a customer from within the Customer Record form. When a customer record is added to a marketing list and that marketing list is added to a campaign, the customer record is updated to reflect this association.

1. In the Navigation Pane, click Sales, and then click Leads, Accounts, or Contacts, depending on which type of record you want to view associated campaigns for.

2. In the list, open the record that you want to view.

3. Under Marketing, click Campaigns to see the list of campaigns the customer is included in.

Add or remove a customer relationship for an account or contact

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

In Microsoft Dynamics CRM, you can create relationships between one customer record and one or more other records. These relationships are defined by their relationship role. The relationship that you set up is based on your selection in the Customer Relationship dialog box. If you want to create a relationship between the account or contact that you are working with and another specific account or contact, make sure that you select that account or contact.

1. In the Navigation Pane, click Sales, and then click either Accounts or Contacts.

2. In the list of accounts or contacts, open the record to which you want to add a customer relationship.

3. Under Details, click Relationships, and then on the Actions toolbar, click New Customer

Relationship.

4. In the Customer Relationship dialog box, enter information in the following boxes:

Party 1

This field automatically displays the name of the customer that you opened in step 2.

However, you can also click the Lookup button to search for and select a different account or contact record. If you do so, the new relationship you set up will not appear in the customer record you originally opened.

Microsoft Dynamics CRM 4.0 User’s Guide 241

Party 2

Select the customer record to associate with the Party 1 record. Click the Lookup button to search for an account or contact record.

Role 1

Select an option from the list. This field can be customized, so the values will vary.

Your organization might set up relationship roles, to indicate the role of your customers as they relate to your business. This field is not required.

If there are no relationship roles in the list or the relationship role you want is not listed, contact your system administrator and ask them to add the relationship role to the

Relationship Roles area, which is located in the Settings area.

Description 1

Use this field to provide additional information about the relationship.

Role 2

From the list, select the relationship role that best describes the relationship of Party 1 to

Party 2. The same items will appear in both lists.

For example, if you selected Supplier from Role 1, you might select Retailer from Role 2.

Description 2

Use this field to provide additional information about the relationship.

5. Click Save or Save and Close.

Repeat this step to save the account or contact.

Important

You cannot set up duplicate relationships between an account and the same account or contact. It works the same way when setting up a contact relationship. For example, if you create a relationship between a new account and the account, Fabrikam, Inc., and the customer's relationship role is set to Distributor, you cannot create a new relationship for the account that uses the same customer and relationship role.

Note

To remove a relationship, open the account or contact, and then under Details, click Relationships. In the relationships list, click the relationship that you want to delete, and then click the Delete button .

242 Microsoft Dynamics CRM 4.0 User’s Guide

Deactivate or activate an account or contact

Can I do this task?

This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Sales Permissions

Instead of deleting an account or contact, you can deactivate it and still have an audit trail for your sales process.

When an account or contact is deactivated, it cannot be edited, and relationships between the account or contact and other records cannot be created.

The only way to view a deactivated account or contact is to select Inactive Accounts or Inactive Contacts in the View list. If the representative of the account or the individual contact for the record you deactivated contacts you in the future, you have the option of reactivating the account or contact without re-entering all the data.

1. In the Navigation Pane, click Sales, and then click either Accounts or Contacts.

2. Select the account or contact you want to deactivate or activate.

3. On the Actions toolbar, click More Actions, and then click one of the following:

Deactivate

– OR –

Activate

4. In the confirmation dialog box, click OK.

Note

When you deactivate a record, all relationships created while it was active continue to be available; however, you cannot create new relationships with a deactivated record.

Create a quick campaign

Can I do this task?

This task requires permissions that are found in all default marketing security roles. More information about specific permissions and performing this task while offline: Marketing Permissions

You can use quick campaigns to create one type of activity for many accounts, contacts, or leads at once.

1. Select the records or list you want to run a quick campaign on, and then start the Create Quick

Campaign Wizard.

From a list of records, including the results of a search You can run a quick campaign from any list of accounts, contacts, or leads. a.

Select the record or records for which you want to create a quick campaign. If you want to include all records on the current page or all records on all pages, then skip this step. b. On the Actions toolbar, click Create Quick Campaign , and then click one of the following:

Microsoft Dynamics CRM 4.0 User’s Guide 243

For Selected Records

Select this option if you have selected one or more records in the list.

For All Records on Current Page

Select this option to include all records on the page for the quick campaign activity.

For All Records on All Pages

Select this option to include all records on all pages for the quick campaign activity.

From the Marketing Lists list You can run a quick campaign on one or more marketing lists in the Marketing

Lists list. a. In the Navigation Pane, click Marketing or Sales, and then click Marketing Lists. b. Select the marketing list or marketing lists for which you want to create a quick campaign. c. On the Actions toolbar, click Create Quick Campaign, and then click For Selected Records.

From a marketing list You can run a quick campaign on the accounts, contacts, or leads in any marketing list. a.

In the Navigation Pane, click Marketing or Sales, and then click Marketing Lists. b. Double-click the marketing list for which you want to create a quick campaign. c. On the Actions toolbar, click Create Quick Campaign.

Notes

4. In the Create Quick Campaign Wizard, follow the instructions to create the quick campaign.

You cannot add additional records to a quick campaign after you have created it.

In the Create Quick Campaign Wizard, you can select who you want Microsoft Dynamics CRM to assign the activity to and whether Microsoft Dynamics CRM should perform the activity automatically for appropriate activities (such as sending e-mail messages). This choice affects who can see and take action on an activity. For example, if you were creating a phone call activity for all of the sales representatives, you could select the phone call activity, and then select The owners of the

records that are included in the quick campaign. Each sales representative could then see the activity and take action on it. However, if you were creating a large number of e-mail activities that

Microsoft Dynamics CRM would perform automatically, you could assign the e-mail activity to yourself instead of the record owners.

Whether or not some activities are performed automatically depends on an option available to users who have the Organization Settings Write privilege. More information: Manage System Settings

Default sales reports

The following sales reports are available:

This topic shows you how to use the different reports. You also can find more information when you generate a report, click Help, and then click Help on This Page.

Account Distribution Report

Use this report to identify patterns in your top revenue-generating accounts. The report displays two charts. The earned revenue chart displays a chart of the earned revenue grouped by a market facet, such as product, territory, or industry. The accounts count chart, displays the amount of earned revenue using the same grouping as the earned revenue chart.

244 Microsoft Dynamics CRM 4.0 User’s Guide

Account Overview Report

Use this report to obtain a one-page overview of everything occurring with an account. The report displays a profile of the account, contact information, and summaries of opportunities and case activities.

Account Summary Report

Use this report to determine historically what has occurred with an account. This report also displays what is scheduled to occur in the future. The report displays a chronological summary for an account, including sales and service activities, notes, and records.

Activities Report

Use this report to identify patterns in activities. Activities can be grouped by owner or activity type, or by the record the activity is regarding.

Competitor Win Loss Report

Use this report to compare how your sales team performs against your competitors. The report displays a list of competitors, with data on open, closed, won, and lost opportunities for each.

Invoices Report

Use this report to print invoices.

Invoice Status Report

Use this report to view your accounts receivable. The chart displays invoices grouped by status.

Lead Source Effectiveness Report

Use this report to compare how effective your lead sources are at generating quality opportunities. The report lists the percentage of qualified leads, and leads that generate revenue for each lead category.

Neglected Leads Report

Use this report to identify any leads that have not been contacted. The report displays a chart of leads that have had no associated activities or notes during a specified time period.

Orders Report

Use this report to print orders.

Quotes Report

Use this report to print quotes.

Sales Pipeline Report

Use this report to see anticipated potential sales. The report displays a chart of potential sales grouped by user, sales territory, customer territory, date, products, rating, or sales stage.

Sales History Report

Use this report to view a history of sales performance by sales representative. The report displays a chart of both lost and earned revenue.

Neglected Accounts Report

Use this report to identify accounts that have not been contacted recently. The report displays a chart with accounts that have had no activities completed in a specified number of days.

Products by Account Report

Use this report to see which products are used by an account. For each account, the report lists the associated products.

Products by Contact Report

Use this report to see which products are used by a contact. For each contact, the report lists the associated products.

If the default reports don't provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft Office Excel.

Microsoft Dynamics CRM 4.0 User’s Guide 245