By Knowledge Base on 1/29/2010 3:49 PM
Microsoft CRM Client for Outlook synchronizes the Outlook calendar and tasks with service activities, appointments and Tasks activities in the Microsoft CRM Service Calendar. Most users have Outlook opened and Outlook provides the reminder popup feature which is not available in the CRM web interface. Here are some productivity tools using Outlook features for MS CRM:
1. Popup reminder. An easy way to add a pop up reminder to QoS-IT (such as a reminder to bill & close case when all jobs are completed) is by a workflow that creates a reminder task. When Outlook synchronizes with CRM the CRM task will be in the Outlook To-Do List with pop up reminder 15 minutes before the task’s due date. In the workflow Add Step>Create Record and select the record as task. Click the Set Property page, place the curser in the Due Date field and set it to: 5 minutes (or any other time) after workflow execution time. ... Read More » |
By Knowledge Base on 1/28/2010 3:45 PM
There are 2 common issues with Microsoft CRM Email Router: 1. The service “Microsoft CRM Email Router” does not start. 2. The router routs old Emails. Both issues are related to a file located at: “C\Program Files\Microsoft CRM Email\Service\ Microsoft.Crm.Tools.EmailAgent.SystemState.xml” If the file is corrupted the router will not start. Stop the router service, rename the file and start the router service again. In most cases this will solve the problem The file also maintains a timestamp as xml parameter named “ThresholdDate”.
By default this value is “0001-01-01T00:00:00.0000000Z” (format as “YY-MM-DDTHH:MM:SS.mZ).
Each time the user’s mailbox is scanned, the timestamp is incremented / updated. To eliminate scanning old emails, set the date and time to current date / time.
Example: The 10th February 2010, 11:45 is set as: 2010-02-10T11:45:00.0000000Z Read More » |
By Knowledge Base on 1/27/2010 8:15 AM
Error message when you access entities in the Microsoft Dynamics CRM 4.0 client for Outlook: "A Microsoft Dynamics CRM window was unable to open, and may have been blocked by a popup blocker" Read more: http://support.microsoft.com/kb/970632 Read More » |
By Knowledge Base on 12/21/2009 7:41 AM
The easiest way to find a case record from case list is by using the Quick Find function labelled as “Look for” and located as single text field above the Case list (or any other entity list) 
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By Knowledge Base on 7/29/2009 10:39 AM
An entity will always “disappear” after sitemap.xml file is updated. To add an entity back to CRM follow these steps: Click: Settings>Customization>Customize Entity and open the Entity (in this example the Renewals entity). Select the settings at the bottom of the screen to the the areas you wish to display the Entity. 
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By Knowledge Base on 6/16/2009 10:26 AM
Microsoft CRM provides an easy and simple way to customize renewal entity to track domain name registration and other recurring renewal payments managed on your customer’s behalf. Follow these step by step instructions to create renewal entity and workflows: Step1: Create new entity Click: Settings>Customization>Customized Entities>New In section: “Entity definition” Display name: Renewal Plural Name: Renewals Name: ask_renewal In section: “Relationship” make sure that Notes (including attachments) & Activities are tagged (enabled) In section: “Areas that display this entity” tag the modules where you wish the renewal entity to be displayed. Click: Save. Do not close
Step2: Add attributes Attributes are the fields storing data for each renewal record. Take extra care when creating attributes as changes to the attributes at later stage is limited.
For domain registration renewal we used the following new attributes as an example: Renewal Date: Type=datetime... Read More » |
By Knowledge Base on 6/16/2009 10:25 AM
A standard image "your logo here" is provided with the workflow's Email templates of QoS-IT default installation and should be replaced with the company's logo before the workflow is published. Follow these steps to replace "your log here" with the company's logo:
Copy to clipboard the company's logo by right click on the company logo image & select the copy option (if you copy from Word document, firstly save as HTML) In Microsoft CRM click Settings>Workflows select to open the workflow you wish to replace the "your logo here" image Click on the "your logo here" image and click paste from the Email toolbar (see picture) Note: By copying the logo image from the company's web site you ensure it is available for viewing by the public and appears correctly in the recipient's Email.
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By Knowledge Base on 6/16/2009 10:23 AM
I received the following query on how to create SLA Contract for prepaid hours:
".... We have got a few clients that buy a set number of hours from us each month, (example 15 hours) and this gets renewed every month, however if they go over the 15 hours within the month, they get charged at discounted rates for the extra time
The other is prepaid clients, they buy a block of hours from us, and whenever that block of hours finishes, they buy a new block, question I have is, what type of contract do I create here, because I want the system to trigger an email or a warning when the block of hours is near completion so that we know to tell them to renew, but I don’t want their contract to expire, because it will then mean me creating a new contract every 20 hours"
The main difference between the two contracts is that the first contract is a perpetual contract with the customer’s commitment to purchasing fix number of prepaid hours each month and at the end of... Read More » |
By Knowledge Base on 6/16/2009 10:22 AM
Service is a set of rules for the selection of resources from resource groups. QoS-IT Users that are Customer Service Representatives (CSR) belong to resource groups. QoS-IT schedule service activities for the onsite, in-house, remote and helpdesk jobs, based on the selection rules set for each service. To ensure that cases are not neglected and jobs are assigned to technicians and engineers a case-manager service activity is created for the case manager when new case is created or when a job is completed and case is returned to case manager. There are four steps in creating services:
1. Create resource groups
2. Assign users to resource groups based on the user’s technical ability, knowledge, experience or skills.
3. Create at least one service for each of the four QoS-IT jobs and one for case-manager.
4. For each service create a rule on how to select users (and how many) from each resource group.
In the illustration are two services for onsite job: Onsite PC Repair and CISCO... Read More » |
By Knowledge Base on 6/16/2009 10:22 AM
Company Logo
The company logo must be accessible via the Internet if you wish it to be visible on documents emailed to customers. If the logo is an image on a web site, then right click on the image, select and open the properties window, highlight and copy the Address (URL) field of the image and paste it into "URL for business logo" field in QoS-IT Setting entity (in the Settings Module).
Invoices Print and Email
Highlight and select Invoices from the invoice list view and click the button QoS-IT Actions on the toolbar to select one of the following options: Print Invoice - Print the selected invoices. Email Invoice - Email the selected invoices to the Primary Contact of the Account the invoice is billed to or Print Envelops - Print envelops with the Account address of the selected invoices.
Accounts & Contacts
An Account in CRM can have one or more Contacts. It is recommended to assign one Contact as Primary Contact of the Account. Each Contact has an Email address preferably... Read More » |