Many Microsoft partners have found success driving revenue and delivering solutions with Office 365. Partners have built profitable service portfolios by selling, implementing, and creating value-added services for Office 365. But there are many additional opportunities from Microsoft which enable Office 365 partners to elevate productivity for their customers. Microsoft Dynamics CRM Online is such an opportunity. Dynamics CRM Online is a customer relationship management solution which allows your customers to track relationships and interactions, automate business processes and gain valuable insights into their own customers. Capabilities include Sales Force Automation, Marketing Automation, Customer Service and Social Media Insight. O365 and CRM Online give customers an incredible solution and partners a fantastic new offering. Adding CRM Online to O365 lets customers cut through the clutter—to zero in and easily identify what they need to do next. It lets them find a relevant way to connect with their customer so they can win faster. And lets them collaborate with people, find, and access the information they need to ultimately sell more and grow their business. By adding CRM Online, you elevate the discussion to business solutions. Plus, in addition to sales, Dynamics CRM has great solutions across marketing, customer service, and social listening & engagement. xRM extends this to industry-specific solutions. In this technical training we introduce Dicker Data reseller partners to Managing and deploying customizations; Configuring role-based security; Customizing entities, adding fields and relationships; Building forms for users to input and retrieve data; Presenting clear information in views and charts; Combining data sources on a dashboard; Going beyond role-based record-level security and assisting users through their business processes.

1. Microsoft
Dynamics
CRM
Certification Training

2. Learning Objectives
• Manage and deploy customizations.
• Configure role-based security .
• Customize entities, add fields and relationships.
• Build forms for users to input and retrieve data.
• Present clear information in views and charts.
• Combine data sources on a dashboard.
• Go beyond role-based record-level security.
• Assist users through their business processes.

3. Why xRM?
Expand the productivity of your Office 365 services with Microsoft
Dynamics CRM Online, pre-configured with xRM Industry Solutions
Microsoft Dynamics CRM Online Capabilities

4. xRM Industry Solutions
• e-Marketing
• Sales (methodology) eg. Miller
Heiman
• Service (Help Desk)
• Project and time management
• Asset and knowledge
management
• Document management
• Legal
• Accounting Professional
Services
• Finance
• IT
• Membership
• Sports
• Real estate
• Insurance
• Vehicle and boat sales
• Small business
• Churches

5. Section 1
Introduction to Customizing

6. Solution concepts
• Default Solution contains all components of the
system (Organization).
• Advantages to using your own Solution include:
• Work with a selected set of components instead of
everything at once in the Default Solution
• Organise selected components to deploy related
changes together.
• Exported Solution zip file will be smaller.
• Keep exported Solutions for change management.

7. Solution properties
• Display Name
• Name
• Cannot be changed
• Used for file name of exported solution package
• Version Number
• Up to four numbers separated by decimals
• major.minor.build.revision format: 2.1.12.3
• year.month.day.revision format: 2013.10.28.3
• Appended to Name to create exported filename

8. Solution Components
User Interface
 Forms
 Views
 Charts
 Dashboards
 SiteMap
 Ribbons
Schema
 Entities
 Fields
 1:N / N:N Relationships
 Option Sets
Miscellaneous
 Security Roles
 Field Security Profiles
 Connection Roles
 Reports
 Solution Publisher
 System Settings
Templates
 Email
 Contract
 KB Article
 Mail merge
Processes / Steps / Code
 Workflows
 Dialogs
 Business Process Flows
 Business Rules
 Actions
 Web Resources
 Plug-in Assemblies
 SDK Message
Processing Steps

9. Multiple Solutions
• Any Solution you create is unmanaged and can
be modified.
• More than one customizer can work in their
own Solution on the same system.
• Solutions contain references to existing or new
components in the Default Solution.
• Any changes made in one Solution are also
visible in other Solutions in same Organization.

10. Export a Solution
• Export Solution and all the components in it as
a compressed file in .zip format.
• Filename is Solution Name + Version by default.
• Contains XML, XAML, .DLL, images and other files.
• Warning if dependent components are missing.
• Managed Solutions are for distributing
customizations, such as ISV add-ons.
• Internal developments usually use Unmanaged.
• Default Solution can be exported (Unmanaged).

11. Import a Solution
• Updates components already in the system.
• Adds new components.
• Dependent components must already be in the
target system, or be included in the Solution.
• Managed Solution keeps components.
• Solution can be removed to delete all components.
• Unmanaged Solution cannot be “uninstalled”
• Writes changes into the Default Solution.
• Can be removed but changes remain in the system.

12. Deploying changes using Solutions
Development User Acceptance
Testing (UAT)
Live / Production
Environment
1.01.1

1.1
1.2 1.1 1.1

Feedback

13. Introduction to Entity Customization
• An Entity is a type of record.
• Examples: Account, Case, Article, Business Unit.
• Table in the database stores data records.
• Metadata describing how the entity is presented to
users, such as Display Name.
• A Form displays a single record.
• Contains fields, sub-grids, and other components.
• Provides client-side scripting and features such as
Business Process Flows and Business Rules.

14. Introduction to Entity Customization (cont.)
• A View displays a list of several records.
• Filter criteria define the records that are displayed.
• View columns contain field values.
• A Chart provides a visualisation of data.
• Used in combination with a view that filters records.
• A Field contains one piece of data.
• Column in the entity table.
• Control on a form, column in a view.
• Also known as “attribute”, especially by developers.

15. Customizing an Entity
• You must publish the entity for the changes to
take effect if you modify properties of:
• Entity, field, form, view or chart components.
• All components in an entity node of the solution
explorer are published together, no selective publish.
• New components are published on first save.
• If you use Save As to make a copy, this copy is
published, not the changes you later make.

16. Event Management (demonstrations)
• Custom entity – Event
• Custom entity – Venue
• Relationships to Account as Venue or Event
“Operator”
• Connection Roles to manage relationships
between Events, Contacts and Users
• Views, Forms, Charts and Dashboards for all the
above components

17. Section 2
Building a Security Model

18. Purpose of the Security Model
• Control access to records
• Define actions that users can take on records, based
on who the user is, and who owns the record.
• Control access to UI elements
• Forms, Dashboards, Business Process Flows
• Control access to features
• Simplify the user experience
• User interface will hide entities, records and features
a user does not have the privileges to use.

19. Business Units
• Contain Users, Teams, Security Roles.
• Define boundaries for Security Role Access Levels.
• First Business Unit is the “Root” Business Unit.
• Created when Organization is deployed, with same
name as the Organization.
• Child Business Units linked in a hierarchy.
• Similar to an organization chart, but you do not have
to replicate your organization chart - create only the
Business Units needed to meet security needs.

20. Business Unit Hierarchy
Root Business Unit
• Can be renamed
• Cannot be disabled or deleted
• Cannot be moved to have a
parent Business Unit
Child Business Units
• Can be renamed
• Can be disabled then deleted
• Can be moved under a new
parent Business UnitProjects
Support
Consumer
Sales
Channel
Sales
ServiceMarketingSales
Adventure
Works Cycles

21. Security Roles
• 15 Default Security Roles already in the system.
• Define the permissions a User or Team has.
• Options for assigning Security Roles to users:
• Modify the default roles before you assign them.
• Create copies of the default roles as templates.
• Create new Security Roles, adding the privileges you
require – usually only for roles with few privileges.
• System Administrator role cannot be modified.
• At least one user must have this role.

22. Privileges and Access Levels
• Privileges describe actions that a user can take.
• Access levels define the “scope” of the privilege.
• Entity Privileges: up to five access levels
• Organization-owned entities: None or Organization.
• User or Team-owned entities: None, User, Business
Unit, Parent: Child Business Unit, or Organization.
• Access Levels specify where the user is in relation to
the owner of the record.
• Miscellaneous Privileges: None or Organization

23. Security Roles: Entity Privileges

24. Security Roles: Miscellaneous Privileges

25. User Management
• Checking user credentials (name and password)
is handled by external authentication provider
• After user is signed in, Microsoft Dynamics CRM
security model is used to control access within
the application
• Disable a User record to prevent access
• You cannot delete Users
• Change Business Unit to move a User (or Team)
• All Security Roles will be removed when you do this

26. Using Teams
• Teams contain Users.
• Used for managing security, reporting, sharing.
• Default Teams contain all users from a Business
Unit, you cannot add or remove Users.
• Owner and Access Teams.
• Sharing records, views, charts and dashboards.
• Assign Security Roles to Teams
• Users can use the Team privileges.
• Works from the position of the Team in the hierarchy.

27. Assigning Security Roles
• For a single User or Team
• Manage Roles, then select the roles the User or Team
should have, and deselect the roles they should no
longer have.
• For multiple Users or multiple Teams
• Manage Roles, then select the roles to add to the
Users or Teams
• Existing roles are not shown, so you cannot remove a
role from multiple Users or Team this way

28. Security Roles: Layered Approach
Security Role:
Baseline for all users
Account
Opportunity
Case
Read Write Assign
Security Role:
Sales Person
Account
Opportunity
Case

29. Security Roles: Layered Approach
Security Role:
Baseline for all users
Account
Opportunity
Case
Read Write Assign
Security Role:
Sales Person
Account
Opportunity
Case
Security Role:
Sales Manager
Account
Opportunity
Case

30. Section 3
Customizing Entities

31. Types of entity
• System entities
• Built-in entities created when system is deployed.
• Many can be modified, some cannot.
• Cannot be deleted.
• Cannot be “locked down” by a managed Solution.
• Custom entities
• Created by system customizer or Solution import.
• Can be modified or deleted (unless managed
properties from a Managed Solution prevent this).

32. Activity Entities
• Some of the entity properties are predefined
and cannot be changed.
• All Activities share some common fields with the
ActivityPointer entity.
• No separate Security Role privileges.
• Can be hidden from usual Activity menus.

33. Entity Properties
• Display Name and Plural Name can be changed.
• Plural name used in names of default views.
• Plural name used in navigation to related entities.
• (Schema) Name cannot be changed.
• Note schema name uses Publisher prefix.
• Primary Field.
• Must be a text field.
• After entity is saved, modify like any other field.
• Properties cannot be changed for Activity entities.

34. Additional Entity Properties
• Configure features to use with the entity
• Business Process Flows, Mail merge, Auditing
• Configure clients that can use the entity
• Outlook, CRM for Tablets, CRM for Phones
• Relationships to frequently-user system entities
• Activities, Notes, Connections, Queues
• Note: Some properties cannot be disabled after
they have been enabled.

35. Section 4
Customizing Fields

36. Field
• Stores a single value of a defined data type
• Fields of the same data type can be formatted to
display in different ways.
• Appears as a control on a form
• Used as a display column in a view
• Can be used as part of a query
• Data is stored in a column in the entity table in
the SQL database
• Also known as an attribute by developers

37. Microsoft Dynamics CRM Field Types
Field type SQL data type Description Space (bytes)
Single line of Text nvarchar(n) Short text no longer than 4,000 characters
2 × number of
characters (n)
Option Set int
A pick-list of options, stored as an integer with associated labels.
Either specific to a field, or a global list available to all fields.
4
Two Options bit 0 or 1; Displays Yes or No; True or False or any other two values. Up to 1
Image uniqueidentifier A foreign key value (GUID) that will link to an image record. 16
Whole number int Integer from -2,147,483,648 to +2,147,483,647 4
Floating Point Number float Numbers with up to 5 decimal places. Range ± 100,000,000,000 8
Decimal Number decimal Numbers with up to 10 decimal places. Range ± 100,000,000,000 13
Currency money
A number representing a currency value with up to 4 decimal
places and in the range ± 922,337,203,685,477.
8
Multiple Lines of Text nvarchar(max)
Text that will extend over more than one line.
Can hold up to 100,000 characters
2 × number of
characters
Date and Time datetime Stored internally as UTC date and time; displayed in local format. 8
Lookup uniqueidentifier A value (GUID) that will link to a record of a particular entity. 16

38. Field Display Formats – Single Line of Text
Format Description
Email
Validated for email address format “a@b.c”. Can be double-clicked in
the user interface to start a new email in the User’s email client.
Text Single line of plain text.
Text Area
Displayed as multiple lines of text. The number of lines to use is
configured on each form.
URL
Validated for URL format and characters. Must begin with http, https,
ftp, ftps, onenote or tel. Prefixed with http:// if none of those found.
Ticker Symbol
Displays symbol (such as MSFT) and formats as a clickable link to
money.MSN.com showing performance of the stock with that symbol.
Phone
Formatted as a link to support “click to dial” applications. Note: not
validated, formatted or grouped to any particular numbering format.

39. Option Set and Two Options Fields
• Store a numeric value but display a related label.
• Option sets store integers.
• Two Options (also known as bit fields) store 0 or 1.
• Configured for a default value.
• Option set can have default value of unassigned (null).
• Two Options cannot store null, must be 0 or 1.
• Option Set always appears as a picklist.
• Discussed in more detail later in this module.
• Two Options display format is set on a form.

40. Numeric Fields – Common Properties
• Minimum and maximum values.
• Invalid values cause an appropriate error to be
displayed to remind user of the limits in place.
• Precision property
• Whole Number – not applicable
• Floating Point – 0 to 5 decimal places
• Decimal – 0 to 10 decimal places
• Currency – 0 to 4 decimal places, Pricing Decimal
Precision, or Currency Precision

41. Compare Floating Point and Decimal
• Floating Point can give faster performance for
calculations, at the expense of tiny inaccuracies
in the least significant decimal place.
• Floating Point is suitable for most purposes.
• Use Decimal if you need the best precision.
• Use Decimal if you must use queries with
“equals” instead of “greater than” or “less than”.
• When transferring data between systems, avoid
converting a value from one type to another.

42. Field Display Formats – Whole Number
Format Description
None Field is displayed and stored as the same integer number
Duration
A number of minutes. The user can select from a picklist of
options in minutes, hours or days, or they can type any value
which is a number of whole minutes, such as 2.5 hours or 1.25
days. Note: 1 day = 24 hours, not a “working day”.
Time Zone
User chooses a time zone from a standard pick list, which is
stored as an integer value.
Language
User can choose from a picklist of languages which are
installed on the CRM server. This is stored as a language
country ID (LCID) which is an integer value. For example 1033
is English, 1036 is French.

43. Currency
Extra fields added for a currency field named “price”
Field Purpose
<prefix>_price Custom field added to store a monetary value.
<prefix>_price_base
Value of the currency field converted into the base
currency for the Organization.
currency
Lookup field to choose an installed Currency. This
is automatically added for the first currency field.
exchangerate
Exchange rate between the chosen currency and
the base currency when any currency field on the
record was last updated. This is automatically
added for the first currency field.

44. Currency Field Precision
Precision setting Effect
Currency Precision
Uses the precision normally associated with the
currency selected for the record in question
Pricing Decimal Precision
Uses the number of decimal places defined for the
Organization in System Settings, from 0 to 4
Fixed Value 0 through 4
This field will use a fixed number of decimal places
regardless of the currency chosen.
Note that zero can be a good choice for fields
containing estimated values if a higher display
precision would imply greater accuracy in the
estimate than is actually the case.

45. Date and Time
• Always stored as a Date and Time.
• Displayed as Date and Time, or Date only
• Stored in Coordinated Universal Time (UTC).
• Converted to user’s local timezone and preferred
display format when displayed.
• Converted from user’s local timezone to UTC when
updated, even if Date only display format.
• Consider implications for Date only fields that are
updated and viewed across timezones.

46. Lookup Fields
• A lookup holds a link to another record.
• Stores the globally unique identifier (GUID).
• Displays the primary field of the linked record.
• For example, Account Name or Contact Full Name.
• Lookups are associated with 1:N relationships.
• On a form, a lookup can be filtered based on
another relationship.
• For example, on Account, Primary Contact is filtered
to only show Contacts who work for the Account.

47. Image Field
• 24 system entities have an image field already
• 8 of these are enabled by default
• 16 will not show an image on the form until you
enable it by changing the “Primary Image” property of
the entity from [None] to the name of the image field
• You cannot add an image field to other system entities
• You can add one image field to a custom entity,
which enables it by default, but you can turn it off
• Schema name is always “entityImage” (no prefix)

48. System Entities with an Image Field
Account Case Article
Contact Contract Sales Literature
Lead Campaign Mailbox
Product Opportunity Product Email Server Profile
Competitor Order Currency
Resource Invoice Organization
Publisher Queue Goal
User Connection Territory
8 in the left column highlighted in bold are enabled by default

49. Field Display Name and Name
• Display Name used in several places:
• As the column heading in a view.
• Used by default when field is added to a form. This
label can be modified in the form editor.
• Any list of fields, such as: Form editor Field Explorer,
Advanced Find, Field mappings, Workflow steps.
• Name is used for the column in the database
• Also used in JavaScript and other code
• Display Name can be changed, Name cannot

50. Field Properties
• Field Requirement
• Optional, Business Recommended, Business Required
• Only enforced on forms
• Can be modified by Business Rules or JavaScript
• Searchable (available in Advanced Find queries)
• Field Security
• Auditing
• Description
• Used as an infotip on forms to help users

51. Option Sets
• Stores values as integers
• Displays text labels associated with the values
• Customize options and labels
• Local Option Set only available for a single field
on a single entity
• Global Option Set can be used with more than
one field on more than one entity
• Consider advantages of each type before
creating a new field

52. Local Option Sets and Field Mapping
• Option set fields are mapped between entities
based on the underlying integer values
• Make sure option sets have equivalent labels
Event Type
Product Demo 1
Market Research 2
Product Launch 3
Trade Show 4
Booking Type
1 Product Demo
2 Product Launch
3 Market Research
Booking Type
1 Product Demo
2 Product Launch
3 Market Research
? ???

53. Modifying Option Sets
• New labels used for new and existing records
• Deleted options leave old records unchanged –
the records still store the old value
• Old records will be updated to the current default
value when the record is opened.
• Use Advanced Find before deleting an option and
update records to a new value, or clear the old one
• With many options, or lists which might change
frequently, consider a lookup to a custom entity

54. Section 5
Customizing Forms

55. Form Types
• Main
• Used by browser, Outlook and CRM for Tablets clients
• Mobile
• Used by CRM for Phones client
• Also used as “fallback” for unsupported browsers
• Quick Create
• Shortened version of forms for easy record creation
• Quick View
• Simplified form to view parent record information

56. Updated Entities
• 29 frequently customized system entities
• All custom entities
• New form presentation
• Command bar
• Responsive design
• Enables new features
• Business Rules
• Business Process Flows
• 18 of the 29 enabled for CRM for Tablets client

57. Structure of a Form
• Header - uses tiles for important fields
• Footer - fields are read-only
• Body
• Contains Tabs that have one through three columns
• Tab columns contain Sections
• Sections have one through four columns
• Section columns can contain:
• Fields, sub-grids (lists or charts), Notes control,
IFrames, Web Resources, Bing Maps, and spacers

58. Add Fields to a Form
• Field Explorer
• Filter for All/Custom Fields; Only show unused fields.
• Drag fields from the Field Explorer to the form.
• Double-click a field in the Field Explorer to add to the
currently selected section.
• Create fields directly by clicking New Field button.
• Drag fields to a new position on the form.
• Double-click a field to change properties.
• Field label, number of columns to span, events.

59. Sub-Grids
• Display data from other records on a form.
• Usually related records, but can be unrelated.
• Select a view to filter records displayed.
• Show data as a list or as a chart, but not both.
• Users can click to open the content of the
sub-grid in a new window that has all the usual
features of a view and chart pane together.

60. Notes Control
• Display Notes, Activities and Activity Feed Posts.
• Depends on entity configuration.
• Activities shown in short form, can be expanded or
opened to see more detail.
• New records can be created inline in the control.
• Can only be added once to a form.
• Configure the tab that is shown first.
• Also known as the “Social Pane”.

61. Additional Form Components
• Web Resources
• Includes HTML, JavaScript and image files
• Iframes
• Displays a web page. URL can be modified
dynamically based on record values using JavaScript
• Bing Maps
• Only available for system entities which use “Address”
record (including Account, Contact, Lead)
• On-premises customers require an API key

62. Related Entity Navigation
• Navigation shown on the left in Form Editor.
• Displayed in Navigation Bar at the top of the
screen, from left to right.
• Add links from Relationship Explorer.
• All 1:N and N:N relationships are available.
• Drag to change order and grouping.
• Groups can be renamed but no new groups can
be created. Empty groups are not displayed.

63. Quick Create
• Short version of form for easy record creation.
• Entity must be enabled for Quick Create.
• One tab, three columns, one section in each.
• Fields and spacers only.
• Accessed from global Create button on
navigation bar, or from lookup, sub-grid or
associated view buttons for New record.
• Only first form in Quick Create form order is used.

64. Quick View
• Used to display details from a parent record.
• Select Quick View form to use, associated with a
lookup field on a specific child entity form.
• Select Quick View form for each parent entity for a
multi-entity lookup such as Customer and Regarding.
• One tab, one column, one or more one-column
sections, containing fields, sub-grids, spacers.
• Data displayed in Quick View form is read-only
but links are active and can be clicked.

65. Manage Multiple Forms
• Enable Security Roles to control access to forms.
• You might use roles that have no privileges, separate
from the ones that are used to grant user access.
• Deactivate a form to remove access from all.
• Form Order determines form a user receives.
• User receives the first form in the form order that the
user has access to through Security Roles.
• “Enable for fallback” to specify a form for users who
have no roles that grant access to a specific form.

66. Mobile Clients
• Microsoft Dynamics CRM for Tablets
• Microsoft Windows 8 and Apple iPad devices.
• Share the same Main forms as browser and Outlook,
but display the forms in a different layout.
• Microsoft Dynamics CRM for Phones
• Windows, iOS and Android devices. Implementation
Guide has details of supported OS versions.
• Uses Mobile forms. Single column display of fields.
• Mobile clients use first form, user cannot switch.

67. Microsoft Dynamics CRM for Tablets
• Uses same main form as other clients, but not
all components are displayed:
• Only the first five tabs or the first 75 fields.
• No more than 10 lists (sub-grids).
• No Web Resources, IFRAMEs, Bing maps, Yammer,
activity feeds, or SharePoint document libraries.
• Entity images are visible in list views and contact
cards. Entity images are not visible in the form

68. Browser Display of Update Entity Forms

69. CRM for Tablets Client Display of Forms
Card
Relationships Summary Sales Stage Open Activities Notes Details
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+ Custom Tab
[Record Primary Name]←
Command Bar
View Port
Search
Process ControlHomeNav Bar
ScrollScroll
Header
Relationships
Process Stage
Sub-grid Notes Tab, Sections, Fields

70. Example Opportunity in Browser

71. Example Opportunity in CRM for Tablets

72. Form display in CRM for Phones client
• CRM for Phones uses
Mobile Form.
• Single column of fields.
• Related entity navigation.
• Fields are read-only, and
only fields with data are
shown until user chooses
to edit the record.

73. Section 6
Business Rules

74. Business Rules
• Let customizers with no programming skills
build client-side logic, replacing the need for
some simple JavaScripts.
• Apply rules to forms in all clients.
• Set the scope of the rule to one form, or all forms.
• Triggered when a record is opened or when a
field is changed that is in the rule conditions.
• Ignored if fields referenced in the rule are not on the
form, but no error is caused.

75. Conditions
• All rules are AND, there is no OR condition.
To use OR, create separate rules for each test.
• Use a field from the entity the form belongs to.
• Test field value using an operator such as
Equals, Does not equal, or Contains data.
• Compare field to another field of the same type,
or a selected value, or a mathematical formula*
*numeric and date/time fields only

76. Actions
• Select an action to take, and the field to act on.
• Show error message
• Set field value
• Set business required
• Set visibility
• Lock or unlock field
• Rules work only with fields, not tabs or sections.
• OnChange event handlers for a field will not run
if you set a field value using a business rule.

77. Section 7
Customizing Views

78. System, Public and Personal Views
• System Views
• Specific uses for built-in features of the application.
• Can be customized, cannot be deleted
• Public Views
• Views available to all users for viewing lists of records.
• Several Public Views are created for a new entity.
These cannot be deleted, but can be renamed,
customized or deactivated.
• Personal Views
• Created by users, shared with other Users or Teams.

79. View Customization
• Views define filters to return matching records.
• Similar concept to SQL “WHERE” clause.
• Query is stored as FetchXML.
• Some clauses can be “dynamic” or “relative” such as
“Equals Current User” or “Last three months”.
• Some views are used directly to display records,
others as the basis for lists, charts and other features.
• View columns define the fields to be displayed.
• Can include fields from N:1 related primary entities.
• Sort by up to two columns, from the main entity only.

80. System View Types
• Advanced Find
• Used for Advanced Find results if no other view is
selected as the starting point for the Advanced Find.
• Associated
• Displays related records when accessed through the
navigation bar from another record.
• Default filter for most entities is Status=Active.
• List Member View
• Marketing List members: Account, Contact, Lead only.
• Filter criteria (query) cannot be modified.

81. System View Types – Quick Find
• Defines display of results of a Quick Find search.
• Filter criteria provide pre-filtering of results.
• Find Columns define the columns searched.
• Must be from the entity, not related entities.
• Nonclustered indexes are added to SQL server
• Index for every find column is added and maintained.
• Unless you add more than 20 columns, or a text field
longer than 900 characters.

82. System View Types – Lookup
• Used by default in lookup controls.
• Lookup controls: on lookup fields and when adding a
related record through a sub-grid or associated view.
• Primary field and first two other columns are shown
in drop-down list under lookup control.
• Look Up Records dialog box uses Lookup View.
• Lookup field on a form can be configured to use a
different view to provide different filtering or columns
that are more relevant to the context.

83. CRM for Tablets Multi-entity Search
• Search for results from up to 10 entities at once.
• User can filter to search only one entity if they prefer.
• Entities are specified in System Settings.
• Searches each entity using Quick Find columns.
• One results list for each entity.
• System settings controls order of these lists.
• Entities that return no results are shown to confirm
this, instead of not being displayed at all.

84. Custom Views
• New, or copy an existing view by using Save As.
• All public views are shown together under
“System Views” section of view selector list.
• Don’t confuse this with “special” System Views.
• Always in alphabetical order – consider view names
carefully to group similar views together, and most
frequently used near the top of the list.
• Remove columns that are implied by the filters.
• Set the default view. Users can override this.

85. Remove Unwanted Views
• Deactivate unwanted views.
• Cannot deactivate system views.
• Consider all areas of the system that the view is used,
including lists and charts on forms and dashboards.
• Delete a view permanently.
• Cannot delete system or public views created
automatically by the system.
• Check for dependencies before deleting.
• Must delete the view in all systems – delete is not
“carried” by a Solution.

86. Section 8
Customizing Charts and
Dashboards

87. Chart Design Criteria
• Select the entity that has the data you need.
• Select fields you want to summarize as a series.
• How you want to aggregate (summarize) the data in
each series, for example as a sum or count.
• Select fields that group the data into categories.
• Select the chart type that will provide the
clearest display and understanding of the data.
• Select a view to help you preview the chart.
• This is not saved as part of the chart definition.

88. System and Personal Charts Compared
• Created by system customizer.
• Can be included in a Solution.
• Can be included in system or
personal dashboards.
• Available to all Users.
• Can be exported as a chart XML
file, or imported from one.
• Created by any User.
• Not included in a Solution.
• Can be included in personal but
not system dashboards.
• Shared with other Users or Teams.
• Can be exported as a chart XML
file, or imported from one.
System Personal

89. Combining Chart Types
Chart Type Available Combinations
Column All column, area and line charts
Area All column, area and line charts
Line All column, area and line charts
Bar Only other bar charts (of any type)
Pie None – pie charts only support one series
Funnel None – funnel charts only support one series

90. Dashboards
• Show several components in a single screen to
provide users the information they need.
• Include Charts, Lists, IFrames, Web Resources
• Create new or copy existing as a starting point.
• Default Dashboard for each area of the system,
set in the Sitemap.xml for the navigation bar.
• CRM for Tablets uses Sales Dashboard.
• Users cannot change dashboards in the tablet app.
• Sales Dashboard can be renamed and customized.

91. System and Personal Dashboards Compared
• Created by system customizer.
• Can be included in a Solution.
• Can only use public views and
system charts.
• Available to all Users.
• Access can be controlled by using
Security Roles.
• CRM for Tablets uses Sales
Dashboard.
• Created by any User.
• Not included in a Solution.
• Can include system and personal
views and charts.
• Shared with other Users or Teams.
• If shared, all components such as
charts and views must be system
components or must be shared.
• Not available in mobile clients.
System Personal

92. Dashboard Layout
• Similar grid-based structure to forms
• Tabs can be expanded or collapsed.
• Components can span multiple columns and rows.
• Responsive design moves columns from the right to
below other columns as the window width decreases.
• Move and resize components
• Components can be moved by dragging or using
arrow keys, and can be resized by using on-screen
buttons or keyboard shortcuts.
• Other components move to make space.

93. Choose a Layout for a New Dashboard
Layout name Construction
3-Column Regular Dashboard One tab of three columns
3-Column Multi-Focused Dashboard One tab of four columns
4-Column Overview Dashboard Two tabs of four columns each
2-Column Regular Dashboard One tab of four columns
3 Column Overview Dashboard Two tabs of three columns each
3-Column Focused Dashboard One tab of four columns

94. Section 9
Additional Security Options

95. Field Security
• Field Security applies to all access methods.
• Including: views, charts, audit logs, data import, SDK.
• Enable Field Security property for a custom field.
• Field is secured until you grant permissions to it.
• Create Field Security Profiles for Users or Teams.
• System Administrator profile.
• Hidden profile with all permissions to all fields.
• Includes all users who have the System Administrator
Security Role. You can add more users to this profile.

96. Field Security Profiles
• All secured fields are listed
• Add Users and/or Teams
• Select fields and grant permissions to them
• Read
• Update
• Create
• Permissions are independent of each other.
• User could have Update, but not Read, for example.

97. Field Security and Security Roles
• Security applies at the following levels:
• Entity: Managed through Security Roles.
• Record: Enabled by sharing specific records.
• Field: Controlled by using Field Security Profiles.
• Field Security combined with Security Profiles
• Least restrictive Field Security profile applies
• Least restrictive Security Role applies
• Most restrictive of the two models wins. For example,
a user who has Update access to a record and Read
permissions to a secure field can only read the field.

98. Auditing Overview
• Auditing can be enabled or disabled as a
property of individual fields and entities
• Auditing does not take effect until enabled for
the Organization in System Settings
• Once enabled at all three levels, those fields for
those entities in that Organization will be audited
• Changes to field values will be recorded in
separate tables on the SQL Server (in separate
partitions if using SQL Server Enterprise edition)

99. Audit Data
• Audited events are saved in audit logs.
• Events include changes to auditing and security.
• Changes to field data store the old value.
• Audit History shows data for a single record.
• Audit Summary shows high level information such as
system events, security changes and the records that
have changed, not field changes.
• Audit data is divided into quarterly logs.
• Only the oldest log can be deleted.
• The current log cannot be deleted.

100. Section 10
Business Process Flows

101. Business Process Flows
• Guide users through business processes.
• Stages contain steps that are associated with fields.
• Process can contain up to 5 entities and 30 stages.
• Linear, no branching or conditional logic.
• Up to 10 activated processes for each entity.
• Users can switch from one process to another.
• Security Roles control access to processes.
• Process Flow Order and Security Roles define default
process for new records for a specific user.

102. Business Process Flows – 25 System Entities
Account Appointment Opportunity User Marketing List
Contact Phone Call Quote Team Campaign Activity
Lead Task Order Product Campaign Response
Case Email Invoice Price List Item Recurring Appointment
Campaign Fax Competitor Letter Sales Literature
Also any custom entity with Business process flows enabled

103. xRM Productivity &
Industry Solutions
• www.xRM.website
Dicker Data Cloud
Marketplace
• www.DickerData.com.au
Microsoft Dynamics CRM
• http://www.microsoft.com/en-
au/dynamics/crm.aspx
• http://www.microsoft.com/en-
us/dynamics/crm-customer-
center/default.aspx

105. +
Thank you