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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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Exchange Server software is proprietary; Microsoft won’t allow you to use POP3 server e-mail (which is the standard if you’re using almost any e-mail software that’s not Microsoft). So the Exchange Server decision has been made for you. Finally, in order to link your Microsoft CRM application and your e-mail messages (which are stored and managed on a computer running Exchange Server), you need to run software from Microsoft called CRM Exchange Connector.
The CRM Exchange Connector software performs some remarkable Tasks.
As I mentioned, it links Microsoft CRM with Exchange Server. With this connection, you have the capability to associate e-mail messages with Contacts and Activities in Microsoft CRM. After the CRM Exchange Connector has been installed, incoming and outgoing e-mail messages, stored on the Exchange Server computer, can be linked to Accounts, Contacts, Cases, and Opportunities, for example, in Microsoft CRM.
Setting Up Your E-Mail Options
Microsoft CRM needs to log incoming and outgoing e-mail messages as Records. Each e-mail Record contains, naturally, the content of the message. Additionally, each e-mail Record also contains associations with other Records in CRM, such as Accounts, Contacts, Cases, and Opportunities, for example.
Converting an e-mail message to Records can occur only if either of two conditions exists:
Exchange Connector recognizes the e-mail as a reply to an e-mail that was originally sent from Microsoft CRM (also known as a Solicited e-mail).
You define a personal option to convert all incoming e-mail messages to CRM Records.
Follow these steps to set your Personal Options:
1. Choose ToolsOOptions.
The Set Personal Options dialog box appears (as shown in Figure 7-1).
Chapter 7: Using Your E-Mail
s»! P«r\o«4»l Option«
Figure 7-1:
The Set Personal Options dialog box, where you set up Microsoft CRM to convert e-mail messages into Activity Records.
2. Click the Activities tab.
Note the Convert Incoming E-Mail area in the dialog box. Your Convert to E-Mail Activities options are All Incoming E-Mail (requires Additional Configuration on the Server) or Only E-Mail about Existing Microsoft CRM Records.
3. Check the second option and click OK.
You’re set for the CRM Exchange Connector to look at e-mail messages on the Exchange Server, determine if they should be associated with Records in your CRM application, and (if associated) turn them into Activity Records that you can view as History.
Setting the calendar and working hours options displayed in Figure 7-1 is described in Chapter 3.
My Workplace and the E-Mail folders
Unsent e-mails are stored in several folders that can be viewed from the My Workplace window in a panel to the left of the main display (as shown in Figure 7-2). The folders are divided between two main topic areas, Personal Work and Queues. The Personal Work area displays two e-mail-related folders:
E-Mail: Holds all e-mail messages that have been assigned to you.
Draft E-Mail: Holds all e-mail messages that you have created but not yet sent.
80 Part II: Managing Sales
Figure 7-2:
Unsent e-mails can be stored in any of these folders: E-Mail, Draft E-Mail, or Queues you created.
& Personal Work
ICD E-mail
IÛ Draft E-mail
Ô Assigned
IÛ In Progress
Queues
Transporter
Hardware
Ô P ower Supplies
IÛ Transporter Software
Remember that the Assigned and In Progress folders in the Personal Work area are for Activities other than e-mails. You’ll quickly get used to looking in the appropriate folders for Activities or e-mail messages.
The Queues area displays a folder for each Queue that’s been created. Queues are created by Users who have been assigned the right to do so. Chapter 17 covers creating Queues. Each Queue folder holds e-mails that have been assigned to that Queue (along with other Activities assigned to the Queue).
Creating an outgoing e-mail
An e-mail is defined by Microsoft CRM as an Activity, just like a Task, Call, or Appointment. Follow these steps to create an e-mail message:
1. Choose NewONew Activity^E-mail.
The E-mail: New window appears (as shown in Figure 7-3). Note that you are the sender (as displayed in the From field).
2. Click the magnifying glass icon to the right of the To field.
The Look Up Records dialog box appears.
3. Select e-mail recipients from lists of Accounts, Contacts, Leads or Users.
Chapter 7: Using Your E-Mail
81
Figure 7-3:
The E-mail: New window, where you address, associate, add
attachments, and compose your e-mail messages.
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