Archive for January, 2008

CRM 4.0 Training Ressources

January 28, 2008 Leave a comment

Partners enrolled in a Partner Service Plan for Microsoft Dynamics™ now have unlimited organizational access to online training for Microsoft Dynamics and related business products. If you are not enrolled in a Partner Service Plan, learn more at PartnerSource > Services & Service Plans > Partner Service Plans to choose the plan that is right for your organization!

Our first wave of training for Microsoft Dynamics CRM 4.0 is now available. Customers and partners enrolled in a service plan may download online training manuals for the following courses:

    1. * Business units
    2. * Users Teams
    3. * Security privileges and roles System Settings
    4. * Multilingual User Interface Language Packs
    5. * Currency Exchange Rates
    6. * Multiple Organizations

The training material also focuses on using the Microsoft Dynamics CRM 4.0 Customization tools to customize the following system components: Forms, Views, Entities, Attributes, Relationships, and Entity Mappings.

  • Applications in Microsoft Dynamics CRM 4.0 Course Number 8913
    This three-day training material explores the Microsoft Dynamics CRM application from a user’s perspective. Application functionality covered in the training material includes: Sales Management, Marketing Automation, Service Management and Service Scheduling.

E-learning and certification exams will also be available soon. All of these manuals will also be available in an e-learning format in February and certification exams will become available in the April/May timeframe.

Hardbound versions of the manual will be orderable on February 6, 2008.

If you are a partner and you would like to know more about available training, click here.

If you are a customer and you would like to know more about available training, click here.

You may also contact me directly with any questions.

Todd Merrell



January 23, 2008 Leave a comment

Did you ever think about how to maintain high quality data in Microsoft Dynamics CRM when using the Microsoft Outlook client, especially when you are working offline and syncing your data when going online or tracking some outlook data? If yes this post is worth reading.

One of the several data entry points in Microsoft Dynamics CRM 4.0 is found in the CRM Outlook client. To maintain high quality data in the CRM system and prevent duplicates, duplicate detection and resolution is supported during Outlook online synchronization and during tracking in CRM.

Duplicate detection during online synchronization:

To enable duplicate detection during online synchronization you’ll have to enable following duplicate detection settings in CRM server and client:

1. Server Setting: Navigate to Settings->Data Management->Duplicate Detection Settings. You’ll see a dialog to modify the settings. Here select the check box “When Microsoft Dynamics CRM for outlook goes from offline to online” option as shown in following figure.


Figure 1: Duplicate detection settings in Microsoft Dynamics CRM 4.0

2. Client Setting: Navigate to CRM->Options->Synchronization tab in laptop client. Duplicate detection section is available only if server setting is enabled.


Figure2: Duplicate detection settings in laptop client for online synchronization

As shown figure 2 following options are available:

a. Do not create the duplicates: Select this option when you do not want to create duplicates when going online and take resolution for every duplicate reported.

b. Create the duplicates: Select this option to create duplicate records in Microsoft Dynamics CRM even if duplicate detection in option “When Microsoft Dynamics CRM for outlook goes from offline to online” option is enabled in the server.

In addition to above settings you’ll also have to create and publish duplicate detection rules in the CRM server. To know more about how to do this read Managing rules, settings (including cross-entity concept).

Once you have enabled the setting for detecting duplicates you need to know how duplicates are reported. Let’s take an example:

Suppose there is a Duplicate rule which says that Lead record is a duplicate of Account record if Account’s Main Phone is same as Lead’s Mobile Phone and duplicate detection is enabled for online synchronization on the server and client.

Now a sales person who is using laptop client goes offline to attend an event where he meets some prospects for which he created some leads and one of them is already available in the system as an account. So when he comes back from event and tries to go online duplicates are reported to him in the “Data synchronization error dialog” as shown in following figure.


Figure 3: Data synchronization Error dialog (Shown when going online)

As you can see in the figure above “Resolve Duplicates” button is available in this dialog. This button is enabled if the selected error is duplicates error. To see the details of the duplicates either double click the error row or select it and click “Resolve Duplicates” button. Following dialog will appear where the duplicates of the record in the server will be shown the user.


Figure 4: Resolve duplicate dialog (For resolving duplicates shown in figure 3)

In the figure the first grid (offline record) shows the records which is duplicate (one created in offline) and the second grid (duplicated record grid) shows the potential duplicates found based on the duplicate rules in the server.

As shown in figure following options are available for resolving duplicates:

1. Create duplicate record: You can choose this option to create a duplicate record in the server.

2. Ignore offline record: or ignore the offline record. The duplicate record will not be created in the server.

On clicking “Resolve” button duplicates are resolved as per selection and on clicking cancel no action is taken for the selected error.

Duplicate detection during Track in CRM:

When you are tracking some Outlook contacts Microsoft Dynamics CRM duplicates are reported when “When record is created or updated” option figure 1 is enabled in CRM server and there are some published rules for the tracked record type. If a duplicate of tracked record exists in CRM following Duplicates detected dialog is shown.


Figure 5: Duplicates detected dialog (shown when duplicates are found while tracking an Outlook item)

As shown in figure you can choose to create a duplicate record. On clicking the ‘Cancel’ button the record is not tracked in CRM.

Huma Ramawat

Categories: Microsoft Dynamics