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SSW CRM Setup And Information

This standard is provided to give you information related to your CRM account and settings.

  1. Uninstall existing CRM 4.0 Outlook client (if required)

    Close Outlook if you have it open

    Program and features
    Figure: Open Control Panel | Program and features | Uninstall Crm 4.0 for Microsoft office Outlook
  2. How to Install CRM 2011 for Outlook Client

    1. Close outlook if you have it open.
    2. Install CRM client for Outlook from:
      1. FileServer (32 Bit Office)  OR
      2. FileServer (64 Bit Office)
      3. License agreement for CRM 2011 for outlook
        Figure: Accept the Agreement and then click Next
        Select the installation
        Figure: Click on Install Now Button
        Configure Organization
        Figure: Replace the server url with: https://ssw.crm.ssw.com.au

    CRM should now be configured to work with Outlook.

    Important: Once the Outlook CRM Plugin is installed, *make sure* you update to the latest CRM Rollup client that is on Fileserver (don't install latest from MS as SSW may not be on that version)
    To install the latest CRM Rollup used by SSW goto: \\fileserver\SetupFiles\SetupMS\SetupProgram\MSCRM2011Outlook\ and install the latest Rollup ie Rollup 15. If you have 32 Bit Office  install the file ending in i386 , if you have 64 Bit Office install the file ending in amd64 .

  3. (If Required) Troubleshooting: After installation Outlook may lose the Search Ribbonh2>
    Outlook Search ribbon
    Figure: Outlook 2010 Search ribbon
    1. Close Outlook 2010
    2. Click on Start Button | Run | Type in regedit
    3. Navigate to HKEY_CLASSES_ROOT\TypeLib\{2DF8D04C-5BFA-101B-BDE5-00AA0044DE52}
    4. Right click on the 2.4 regkey and choose Export. Save this export to your desktop for now so we have a backup.
    5. Now once that is backed up right click on the 2.4 regkey and choose delete.
    6. Launch Outlook

    Your Outlook ribbon should now be back

    Restored Outlook Search ribbon
    Figure: Restored Outlook 2010 Search ribbon
  4. How to configure your Outlook CRM personal options

    Outlook CRM Options
    Figure: From Outlook Home Tabe, go to CRM | More | Options.
    CRM Synchronization Options
    Figure: On “Synchronization?tab, ensure you have the above checkboxes checked.
    CRM Email Options
    Figure: On “Email?tab, ensure you have the above options.

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    How to record a sales opportunity

    Create New Opportunity
    Figure: Go to Microsoft Dynamics CRM | Sales | Opportunities | New.
    Naming Opportunity
    Figure: This allows better understanding of opprotunity when look at opportunity list.
    Set Potental Customer for Opportunity
    Figure: Setting potential customer of an opportunity to a company instead of contact will avoid problem when the contact moves to another company.
    Set Revenue for Opportunity
    Figure: Recording revenue in the right field allows us to give a better report on our sales pipeline.
    Set Sales Stage for Opportunity
    Figure: This allows us reporting on our oppotunities base on sales stage and work out what to do next.

    After creating opportunities you will need:

    • Keep Sales Stage up to date.
    • Close Opportunity whenever we win or lose the opportunity. Closing opportunity is important because if the opportunity is won, it will create a Project record in CRM. This allows Project Manager to record montly projected income.

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    How to record monthly projected income

    When an Account Manager close the sales opportunity and set status to "Won". A project will be created in CRM, for Project Manager to update the projected income.

    Search for Company/Account
    Figure: Go to Microsoft Dynamics CRM | Companies/Accounts | Search for the company of the project you want to record.
    Open the Project
    Figure: Open the company/account record | Click "Projects" | Open up the project that you want to record projected income.
    Open the Project
    Figure: Because Project record is created automatically, there are some information that are populated by default value. You will need to update the project information with correct information.
    Projected Incomes
    Figure: Go to Projected Incomes | New to add a new projected income.
    Projected Income Name
    Figure: CRM requires every record to have a name, so you have to specifies a name for your projected income record.
    Projected Income Month
    Figure: CRM does not allow us to record month and year only, so you have to specifies the full date. However this field will always be converted to the first day of the month of whichever month you have selected.
    Projected Income
    Figure: Specifies the estimated income for that month.

    Note: Project Manager please update the income value every Monday of the week so we can have the most up to date and accurate projected income.

  7. How to Track Contact, Email, Task, etc.. from Outlook in CRM

    To track a contact, email, task, etc.. from Outlook in CRM, you need to:

    1. Open the record in outlook
    2. Hit "Track In CRM" button in Outlook toolbar
      Track In CRM
      Figure: Tracking an outlook contact in CRM

    Only track activities as per rule Sales - Do you know when to track activities in CRM? to avoid CRM becoming a spam place of all activities.

    When tracking a contact in CRM, company field in outlook does not sync with CRM. You need to click on "Set Parent" and choose approritate company in CRM:

    Set Parent Company
    Figure: Set Parent Company for Outlook Contact

    Any contact without a company/account will automatacally go to account name "Outlook contacts - Please set parent company" in CRM.

    Outlook Contact without Parent Company
    Figure: Outlook Contact without Parent Company

  8. How to send outstanding invoice reminder

    1. Create a new email, fill in necessary fields and save it as a draft email. You will use this email as your template.
    2. CRM uses your subject line to save the record in correct category in TimePRO. It's important that your subject must start with one of the following:
      • Outstanding Account with SSW - First Reminder
      • Outstanding Account with SSW - Second Reminder
      • Outstanding Account with SSW - Third Reminder
      • Outstanding Account with SSW - Fourth Reminder
      • Outstanding Account with SSW - Legal
    3. Email template for first outstanding invoice reminder
      Figure: Example of outstanding invoice first reminder
    4. Go to draft folder in your outlook and make a copy of the email you just created. Each time you want to send an email, you will need to make a copy so that you don't loose the template.
      Copy of email template in draft folder
      Figure: Highlight the email you want to copy, hit CTRL + C then CTRL + V
    5. Go to TimePRO Online Oustanding Invoice page
    6. Click "Preview" button on the row of the client that you want to send the email to. This will open up the oustanding invoice details.
    7. Client outstanding invoice list
      Figure: Click on preview button to open up the details
      Client outstanding invoice details
      Figure: Client oustanding invoice details
    8. Open up your copy of draft email in your outlook.
    9. Copy the details such as the contact's email address, invoice details, etc. from TimePRO online to your outlook draft email.
    10. Sample outstanding invoice email with TimePRO details
      Figure: Sample outstanding invoice email with TimePRO details
    11. From Outlook email, hit "Track In CRM" button.
    12. Track Outstanding Invoice email in CRM
      Figure: Track Outstanding Invoice email in CRM
    13. From Outlook email, hit "Set Regarding" button and select "More".
    14. Set regarding for outstanding invoice email
      Figure: Set regarding for outstanding invoice email
    15. Search for the client account that you want to send invoice email to, then click "Ok".
    16. Select the client to set regarding
      Figure: Select the client to set regarding
    17. Send your outstanding invoice email from outlook.

Acknowledgements

Zune Vien