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187 Cards in this Set

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Where is security for Microsoft CRM setup?
Security in Microsoft CRM is set up under the Business Unit Settings section of the Settings tab in the Web Client.
9 concepts that make up CRM security model?
-Organization
-Business Units
-Teams
-Users
-Privileges
-Access Levels
-Roles
-Queues
-Quotas
How many parents can a business unit have?
1 and only 1
Can any business unit have NO parents?
Yes, only the top-level business unit that is created during setup.
How many business units can a user be assigned to?
A user can be assigned to ONE AND ONLY ONE business unit, but can be assigned multiple roles.
How many roles can a user be assigned?
Multiple
How do you delete a user?
You can't delete a user. You can only DISABLE them.
Why is it that we want to disable users?
...because it allows us to keep track of historical information.
We disabled the user and now we have freed up their licenses (T/F)
False! You have to also go to the license tab for the user record and remove their license.
What are teams?
Teams are ad hoc groups of users created to facilitate information sharing.
Can a team own a record?
No a team cannot be an owner of a record. (ie. it is not possible to assign a record to a team)
What's the deal with teams?
They can be comprised of members that come from different business units. They cannot OWN a record, but they can have a record shared to them. Teams do not have a relationship to access levels like business units do.
Problem with teams?
Lack the capability to show each users role with respect to the opportunity for which the team was formed.
What is a privilege?
Represents a users ability to do something?
What are the 8 standard privileges?
-Create
-Read
-Write
-Delete
-Shjare
-Assign
-Append
-Append to
How many roles can a user be assigned?
Multiple
How do you delete a user?
You can't delete a user. You can only DISABLE them.
Why is it that we want to disable users?
...because it allows us to keep track of historical information.
We disabled the user and now we have freed up their licenses (T/F)
False! You have to also go to the license tab for the user record and remove their license.
What are teams?
Teams are ad hoc groups of users created to facilitate information sharing.
Non-standard privileges?
some objects such as quote, order, and invoice have non-standard privileges.
5 standard access levels?
1) none
2) basic
3) local (business unit)
4) deep (parent: child business unit)
5) global (organization)
What happens when a user has NONE access to a privilege?
It means that the user will never exercise that privilege. For example, if a user has NONE access to the READ privilege for a record then they will never see that record.
Business Units and the Outlook Client?
By default the Outlook for sales client downloads all records for a users business unit. This means planning your business unit hierarchy is important.
Reparenting?
Used to reorganize the organizational structure for users and business units. When you reparent, all business units and users that are rolled into the moved business unit, move into the parent business unit. This cannot be done with the Organizational Name however.
Deleting business units?
When you delete a business unit, all of the users, customer information, and activities belonging to the business unit are deleted. The records are not actually deleted unless you are running the CRM deletion service.
Disabling business units?
leaves structure intact, although it may temporarily or permanently cease operation. Users in the business unit will not be able to login and/or see their data.
Roles
Roles are groupings of privileges along with the access levels granted for each privilege
How many roles can a user be assigned to?
A user can be assigned to MULTIPLE roles.
What happens when a user is assigned to multiple roles and the access levels conflict?
The least restrictive access level is applied.
What happens if the various roles to which a user belongs contain conflicting access levels?
The least restrictive access level is used.
What are the 4 record types created for the purpose of creating and modifying roles?
1. Core Records
2. Sales
3. Service
4. Business Management
Append vs Append To
Append: The ability to attach this object to other objects
Appent To: The ability to attach other objects to this object
Assign?
A privilege that provides capability to change owner of a record.
Create
A privilege that provides ability to insert a new record
Delete
Privilege to delete records (see delete vs deactivate)
Enable/Disable Privilege
Relevant only to Business Units and Users
Read
The ability to view and own a record
Reparent
The privilege of changing the parent of a Business Unit or User
Share
The privilege to allow other users to have access to the record
Write?
The privilege to update or modify a record (includes ability to activate/deactivate)
8 predefined Roles?
1. CEO-Biz Mgr
2. CSR Manager
3. CSR
4. Marketing Professional
5. Sales Manager - manages sales activity at the local or team level
6. Sales Rep
7. System Admin
8. VP of Sales - manages the business at the sub-business level
Read access and the pre-defined roles?
In general, they all have VERY liberal read access rights.
3 BIG issues with CRM data?
Cleanliness, Accuracy, Integrity.
Queues?
Used with respect to activites and service cases. A place to park cases or activities for review by a user or workflow process.
Compare queues to teams?
Queues do not have members. Teams do have members. Queues are however associated with an owner and an email address. Emails can be sent from queues. Good if you want to use a generic email address.
Queues and email?
Queues can send and receive email.
3 steps to enabling a queue receiving email?
Must have a specially configured disabled user in Active Directory. Then create a mailbox, then disable the user. The set AD attribute CRMMailEnable to true.
All Incoming email conversion vs Only email about existing CRM records conversion? Where to toggle?
"Only existing" uses the GUID. All incoming, converts ALL email. Might be good for a queue. This value can be toggled under Tools-->Options-->Activities
How to reimplement the GUID in emails after apply the fix to disable the GUID?
Change the MessageTagBehavior value to 1 in the Exchange registry.
When might you want to enable all email to turn into CRM cases?
When setting up a support email address. For example, for a help desk.
Quotas? What are they based on?
Enables you to assign quotas to salespeople based on fiscal periods set under Fiscal Year settings.
CRM Email Connector?
Optional service that comes with CRM. It includes the Exchange Queue Service.
The Exchange Queue Service?
Monitors incoming email to determine which ones are related to CRM.
Disable vs Deactivate?
Neither one deletes the record
It's the optional CRM Deletion Service that actually deletes records. All delete and disable ONLY change the value of *DeletionStateCode* in the databases tables.
What value do Disable and Deactivate change in DB tables?
DeletionStateCode
DeletionStateCode = 1,2,or 3?
0: Record is Active
1: Record has been deactivated
2: Record has been deleted
What happens when a record with children is deleted?
The record and it's children get a DeletionStateCode of 2.
CRM Deletion Services runs how often?
Every 2 hours if it is installed.
Logical Deletion?
Setting the deletion state code to 1 or 2 so that the user cannot see the record. ALthough it still exists in the database.
Disable/Enable vs Deactivate/Activate?
Essentially the same thing. Disable/Enable - users and business units
Deactivate/Activate - Leads, Contacts, Accounts, etc
AD and CRM?
Crm users are in AD. Once you login to the network you will not need to login to CRM. This is known as Windows Authentication.
What type of AD tree does CRM require?
CRM requires a NATIVE mode AD tree, not MIXED MODE!!!!
What to do if your network is running in Mixed Mode AD?
Create a separate Native AD tree and then create a trust relationship between the two AD trees.
Does CRM extend the AD schema?
NO! AD is simply housing the CRM roles and Organization units.
3 Differences between using User Manager and using Web client to create users?
1) User Manager is in the CRM Deployment Manager.
2) Web client uses the web interface
3) User manager allows direct selection of AD users.
Microsoft CRM Exchange Connector?
Vets email as it comes in to figure out whether it is CRM related
Uses the GUID
Workplace Email Personal Mail Queue?
Can be thought of as the CRM users personal Inbox.
The CRM Exchange Connector routes appropriate emails to this personal inbox as they come in.
What happens when the system cannot resolve a senders email address?
The CRM Exchange Connector converts the email to an activity. The user can then click the unresolved address to resolve it to an existing record, or to create a new record with which to resolve the address.
What do you do with the Microsoft CRM Exchange Queue Service (the connector) if you have multiple exchange servers
Install the connector on ALL of the exchange servers.
Owners vs Assignment, and Sharing?
1) Owner is the key user associated with a record. By default the owner is the user that created the record.
All records have owners (T/F)
FALSE! In the Sales area, Products and Competitors don't have owners.
What 7 objects in have an owner in the Sales area?
-Leads
-Opportunities
-Accounts
-Contacts
-Quotes
-Orders
-Invoices
What about Sales Literature Records?
They don't have an owner per se, but they do have an employee contact.
How many owners do CRM records have?
CRM records have ONE and ONLY ONE owner.
How do you transfer ownership of a record?
Transfer it to a different user! You will still only have ONE AND ONLY ONE owner though.
How do you give other users access to a record?
By sharing it to them.
Describe sharing? How you do it and what it is?
When you share a record you add a user to a list of users with whom the record is shared.
You can share out to teams also.
You share by clicking a records Actions Menu and going to Sharing.
Assignment of a record? What does this mean?
It means that you are transfering ownership. Assignment can only happen for users, not teams.
Subjects and CRM?
Subjects allow you to associate Cases, Literature, and KB articles with a product line.
Subjects provide organizational structure for concepts and/or issues that are operational rather than product or service oriented.
Subjects can be thought of as a categorization of all of the reasons that may lead you to interact with a customer.
What do we use to handle subjects?
The Subject Manager!
Product Catalog?
Refers to all the items our company sells.
What's in the product catalog? (4 items)
1) Items
2) Prices
3) Discount schedules
4) Units of Measure
What five components will be setup in sequence when creating new products in the product catalog?
1) Discount Lists
2) Unit groups
3) Price lists
4) Products
5) Kit Products
What if we are integrating CRM and Great Plains? How does the Product Catalog come into play?
The catalog is then *MASTERED* in Great Plains.
What is a Discount List?
-Schedules of the discounts to be applied to items based on the quantity sold.
What are Discount Lists associated with?
They are associated with Price Lists!
A discount list is required for a product. (T/F)
False, discount lists are never required, but instead are used for cases where you need to apply volume discounting.
What is a unit group?
Hierarchies for units of measure. For example, selling soda by the 12 pack, 6 pack, etc.
A unit groups is required for a product (T/F)
TRUE! Each product has to have a unit group assigned to it so the system will know how to measure its quantity on Sales Opportunities, Quotes, Orders and invoices.
In what 4 objects is the unit group important?
Sales Opportunities
Quotes
Orders
Invoices
Price Lists? What are they?
Groups of products with potentially different prices from the Product's List price.
What do price lists enable?
Enable the ability to define specialized pricing down to a very granular level of detail.
When do price lists come into play? (What 4 objects)
When creating:
Opportunities
Quotes
Orders
Invoices
You're trying to add a product to a quote, order, invoice, or sales opportunity, but it's not adding. What is likely the problem!
The products do not have a price list. This is why they are not adding to those objects.
Write in products? Where can you add them (in what 3 objects)
Can be written into:
-Quotes
-Orders
-Invoices
-CANNOT BE WRITTEN INTO SALES OPPORTUNITIES
Template Manager?
Let's you set up templates for:
1) Service Contracts
2) Emails
3) Knowledge Base Articles
What are the 10 types of templates?
1) Global (user)
2) Lead (user, lead)
3) Opportunity (user, account, contact, opportunity)
4) Account (user, account, contact)
5) Contact (user, account, contact)
6) Quote (user, account, contact, quote)
7) Order (user, account, contact, order)
8) Invoice (user, account, contact, invoice)
9) Case (user, account, contact, case)
10) Contract (user, account, contact, contract)
Template Manager? What types of templates?
Can be created at the system level and the user level.
Can personal email templates be shared?
Yes, they can be shared with the ENTIRE ORGANIZATION by a user with the proper privileges.
Where can templates be used?
In Service, Sales, and Workflow.
Ch 6
User Indicator?
In the upper left corner, it tells the user who they are logged in as.
Ch 6
Menu Bar?
At the top of the screen (File, Edit, etc). Can be customized by ISVs
Ch 6
Navigation Pane?
On the left side of screen. Used to navigate to subareas within a CRM area (ie Sales, Service, etc).
Ch 6
Quick Create
In the navigation page, it is a pervasive element throughout the user experience.
Ch 6
Content Area
Where the main content of each area and subarea is displayed as the user navigates
Ch 6
Activities Cell
On the home page, lists all activities that are currently due, about to be due etc. Dependant on the due date assigned to the activity.
Ch 6
Announcements Cell
Enables publishing of announcements. HOWEVER, users can customize their homepage so it would be erroneous to assume that all users see the announcements cell.
Ch 6
Bottom Bar
Enables users to navigate to different areas of the application.
Ch 6
Miscellaneous User Options
On the users option screen allows them to set things such as:
1) Time zone
2) Number of records they want to view per page
Ch 6
Find Control (wildcards, etc)
Enables you to find records.
The * is the text wildcard
The # is the numeric wildcard
Ch 6
View Control
Enables you to select the view filter for the records you're looking at
Ch 6
How can views be customized?
Created and modified at the Administrator level.
Customizable on 2 levels:
1) Column listing
2) Data filter
Ch 6
Action Bar
Enables a user to take various actions such as
-Print the active list
-export the active list
-Create new record
-Take action against selected records
Ch 6
What does the export button in the Action bar do?
Call Microsoft Excel and if the user has it installed he will be prompted to open or save the exported list
Ch 6
The actions list is context sensitive? (T/F)
TRUE...The actions list IS context sensitive based on the records that the user is looking at, and the privileges that the user has.
Ch 6
Grid Header?
Simple display of columns that make up the record list.
Ch 6
How is data refreshed when you click the refresh button in the action bar?
A query to FetchXML is made, which retrieves the data in XML format. It is then re-rendered in the grid.
Ch 6
Grid Control
Lists all records retrieved in the current sort or filter
Ch 6
Grid Footer
Displays total number of records retrieved, and indicated how many are selected
Ch 6
ABC or Jump Bar
The bar that enables a user to jump to a group of records that begin with a selected letter in the alphabet
Ch 6
Advanced Find (wher is it found, what does it do?)
Found under Tools menu
Enables user to search based on a detailed set of criteria
Ch 6
Workplace
A sales version and a service version. Enables us to see all of the balls that we have juggling in the air.
Ch 6
2 sections of the Workplace area
1)
Personal Work
2) Queues
Ch 6
(assigned vs in progress)
Assigned are cases and activities that are assigned to a user by someone else or by a workflow rule
Ch 6
The Workplace in progress folder and acceptance of new emails
When a new email activity is accepted by a user it is moved to the in progress folder
Ch 6
Deleting an email from the workplace and what it does to it?
It just deletes it from the workplace. It does not delete the email from the system.
Ch 6
Workplace area, queue folder
Lists all the queues across the organization
Ch 6
Queue privilege types in CRM
It is all or none. Either the user sees all of the queues or they see none of the queues regardless of their business unit. However, they will only see Services Cases for which they have View access!!!
Ch 6
Workplace Calendar Sub-Area and synchronization
A users workplace calendar does not appear in the their outlook. However Sales for Outlook users do get synchronization
Ch 6
Workplace Knowledge Base sub-area
Create an article, submit it for approval, once it's approved it is considered PUBLISHED and can be searched or browsed through the KB subarea
Ch 7
Minimum browser requirement for CRM?
IE 5.5 SP2 or later
Ch 7
Preferred set up in a pure B2B model?
All contacts, opportunities, service contracts, and service cases should attach directly to Account Objects
Ch 7
Preferred set up in a pure B2C model?
Contacts should be the parents of opportunities, contracts, and cases
Ch 7
Concept of Leads
Records representing individual or company with the potential of becoming a customer.
Anything that is not initially qualified should be created as a sales opportunity. Then qualify it as a lead and convert it.
Ch 7
What do you import into Leads
Trade show prospect lists
purchased lists
casual contacts that might have revenue potential
Ch 7
What are the only objects that you can attach to leads
Activities and Notes
Ch 7
Towhat level can quotas be broken down?
ONLY to the fiscal period level...not product line, revenue stream, etc
What is the principal use of quotas?
For sales reports.
Ch 7
Opportunities
Central object in CRM sales functionality
Ch 7
How if a forcast for an opportunity created? (3 things)
1) total revenue amount
2) Projected close date
3) Probability of closure
Ch 7
What is a pipeline?
Sales opportunities in progress.
Ch 7
What should the qualification stage occur to an opportunity?
When the opportunity is still a LEAD!
Ch 7
What can have sales opportunities attached to them? Accounts, leads, and or contacts?
ONLY accounts and contacts can have sales opps attached to them.
Ch 7
How many parents can an sales opportunity record have?
1 Parent. Either contact (in B2C) or account (in B2B)
Ch 7
Products tab under opportunities?
What is it?
PriceList?
Represent products and opportunities that we are trying to sell to the client or prospect.
You must associate a price list with the opportunity before adding any products. It is inherited from the opportunities parent record (account or contact).
Ch 7
When does price list come into play for an opportunity?
When you have selected the System calculated amoutn as opposed to the user provided amount.
Ch 7
Other contacts tab for opportunities?
Linkother contactsin the database to the opportunity. Lets you define who outside the organization is involved in the opportunity
Ch 7
What's attached under the Sales tab under opportunities?
Quotes, orders, and invoices are attached here.
Ch 7
Quotes? talk about them
Can have an expiration date
promise to sell specified goods or services for a specific price
-Different shipping addresses for each line item
-Specify whether they are for pick up, or to be shipped.
Ch 7
Orders? Talk about them
-Can create an order from a quote
-Option to close the opportunity when the order is created
-Can override total price when order is created
Ch 7
Invoices
-Workflow rules are very helpful with invoices. Can automatically send them to a team or the finance group for processing.
Ch 7
Competitors? (7 things)
1) Key high level data points
2) SWOT
3) Opps where you are competing against your competitor
4) Products that compete with your competitor
5) Sales literature that can be used to compete with your competitor
6) Notes and attached documents about competitors
7) Custom fields added through customization
Ch 7
Competitors and opportunities?
Because we track competitors on opps we can see competition on an opportunity by opportunity basis...though we can't track which competitor won an opportunity w/o a custom field.
Ch 7
Lead Management in CRM?
A *sandbox* to qualify leads in w/o cluttering accounts and contacts.
Ch 7
List Management and User Data Imports
allows users to import lists for lead qualification
Ch 8
What is Sales for Outlook missing that the web client has?
Cases
Knowledge Base
Contracts
Reports
Workflow (only when records are synched)
offline Quote to order
offline order to invoice
Ch 8
What is in Sales for outlook that is missing in the web client?
Mail Merge
Word Merge
Promote Email
Ch 13
What are the 3 integration components for CRM and what are their general functions?
1) BizTalk Server Partner Edition 2002 (receive functions, channels, ports)
2) DX (database tables, triggers, and dts)
3) Settings and administration tool (web interface to configure settings)

3)
Ch 13
3 Main components of BizTalk Server.
1) receive functions
2) channels
3) ports
Ch 13
Where should CRM be installed?
Should be on a dedicated server. NOT on the AD server, and ideally not on the GP server.
Ch 13
CRM integration user? When installed, etc?
set up when integration is installed.
must be assigned a license, but the license is assigned free of charge with the integration and with BizTalk 2002 Partner Edition
Ch 13
For what 2 license schemes does the integration server software come with CRM?
1) Professional Sales
2) Professional Suite
Ch 13
For what is DX responsible?
it monitors integrated data points in Great Plains. When a record is created or edited, DX collects the information from the tables and puts in into XML.
Ch 13
What is a docoment envelope?
BizTalk uses it to deliver the XML document to the correct location. It is added by the CRM integration to the XML document before it is delivered to BizTalk.
Ch 13
Describe channels?
It uses an inbound document definition to ensure the XML document is properly structured and contains all required data.
Ch 13
What are document definitions?
Special XML documents that describe the contents of XML documents.
Ch 13
Mapping file?
Used to transform and inbound document into an outbound document after validation (by channel)
Ch 13?
Where are document definition files stored?
They are stored in the WebDAV.
Ch 13?
How do you view the document definition files used for validation and mapping?
Open BizTalk Editor and click RETRIEVE FROM WEBDAV
Ch 13?
Settings and administration tool?
Used to define HOW the data is mapped between CRM and GP.
Ch 13?
Where do the values in the Settings and Administration tool come from?
They come from CRM and GP. When a change is made to values in CRM or GP you need to wait 15 minutes or restart the IIS service to see them in the Settings and Admin tool.
Ch 13?
What does TTL mean in the Settings and Administration tool?
It's the amount of time that the integration will allow to complete a data transfer.
Ch 13?
How many companies and currencies can be mapped between GP and CRM?
ONE AND ONLY ONE company can be mapped between GP and CRM.
Ch 13***
What are the 5 integration entitites for CRM->GP?
1) Accounts
2) Contacts
3) Sales Orders
4) Invoices
5) Customer addresses
Ch 13
In the integration, what are orders dependant on?
Orders are dependant on accounts, contacts, and addresses
Ch 13
What are addresses dependant on in the integration?
Addresses are dependant on accounts and contacts being published.
Ch 13
In the GP->CRM integration, on what 3 entities is order publishing dependant on?
Customers, addresses and products
Ch 13?
Where are document definition files stored?
They are stored in the WebDAV.
Ch 13?
How do you view the document definition files used for validation and mapping?
Open BizTalk Editor and click RETRIEVE FROM WEBDAV
Ch 13?
Settings and administration tool?
Used to define HOW the data is mapped between CRM and GP.
Ch 13?
Where do the values in the Settings and Administration tool come from?
They come from CRM and GP. When a change is made to values in CRM or GP you need to wait 15 minutes or restart the IIS service to see them in the Settings and Admin tool.
Ch 13?
What does TTL mean in the Settings and Administration tool?
It's the amount of time that the integration will allow to complete a data transfer.
Ch 13
What is the BizTalk Document Tracking tool?
This tool provides visibility into the data paths of the migration.
Ch 13
What type of user do you need to login as to use the BizTalk Document Tracking tool.
BizTalk Server report user group.
Ch 13
What does BizTalk Messaging Manager do?
It lists channels currently setup in BizTalk Server.
Ch 13
Describe the 3 scripts for the initial migration?
1) Returns the number of records for each entity in great plains
2) Returns the number of records in CRM
3) The Migration Script