Microsoft

Dynamics

CRMCertification Training

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.

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

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

Section 1Introduction to Customizing

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.

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

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

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.

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).

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.

Deploying changes using Solutions

Development User Acceptance

Testing (UAT)

Live / Production

Environment

1.01.1

1.1

1.2 1.1 1.1

Feedback

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.

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.

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.

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

Section 2Building a Security Model

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.

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.

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

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.

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

Security Roles: Entity Privileges

Security Roles: Miscellaneous Privileges

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

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.

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

Security Roles: Layered Approach

Security Role:

Baseline for all users

Account

Opportunity

Case

Read Write Assign

Security Role:

Sales Person

Account

Opportunity

Case

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

Section 3Customizing Entities

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).

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.

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.

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.

Section 4Customizing Fields

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

Microsoft Dynamics CRM Field TypesField type SQL data type Description Space (bytes)

Single line of Text nvarchar(n) Short text no longer than 4,000 characters2 × number of characters (n)

Option Set intA 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 moneyA 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

Field Display Formats – Single Line of Text

Format Description

EmailValidated 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 AreaDisplayed as multiple lines of text. The number of lines to use is

configured on each form.

URLValidated for URL format and characters. Must begin with http, https,

ftp, ftps, onenote or tel. Prefixed with http:// if none of those found.

Ticker SymbolDisplays symbol (such as MSFT) and formats as a clickable link to

money.MSN.com showing performance of the stock with that symbol.

PhoneFormatted as a link to support “click to dial” applications. Note: not

validated, formatted or grouped to any particular numbering format.

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.

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

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.

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 ZoneUser 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.

Currency

Extra fields added for a currency field named “price”

Field Purpose

<prefix>_price Custom field added to store a monetary value.

<prefix>_price_baseValue of the currency field converted into the base

currency for the Organization.

currencyLookup 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.

Currency Field Precision

Precision setting Effect

Currency PrecisionUses the precision normally associated with the

currency selected for the record in question

Pricing Decimal PrecisionUses 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.

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.

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.

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)

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

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

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

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

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

? ???

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

Section 5Customizing Forms

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

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

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

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.

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.

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”.

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

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.

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.

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.

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.

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.

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

Browser Display of Update Entity Forms

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

Example Opportunity in Browser

Example Opportunity in CRM for Tablets

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.

Section 6Business Rules

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.

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

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.

Section 7Customizing Views

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.

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.

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.

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.

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.

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.

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.

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.

Section 8Customizing Charts and

Dashboards

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.

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

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

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.

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

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.

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

Section 9Additional Security Options

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.

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.

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.

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)

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.

Section 10Business Process Flows

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.

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

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

+

Thank you