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Setup and Configuration

Tasks That Must Be Done When You First Set Up Microsoft Dynamics CRM

These tasks should be done before making Microsoft Dynamics CRM available to the users in your organization:

• Control information access. Tasks include setting up business units, setting up security roles to define who can access each record and who can do each type of task, adding users, and defining optional user groupings such as teams.

• Configure sales. Tasks include defining territories, sales quotas, and the product catalog.

• Configure marketing. Tasks include setting up system-wide marketing options.

• Configure service scheduling. Tasks include putting users and resources on the schedule, creating resource groups, and defining services.

• Configure queues, contracts, and articles. Tasks include creating a subject hierarchy, setting up queues for incoming cases, creating contracts, and setting up the structure of the knowledge base.

• Specify settings that apply to your entire organization. Tasks include specifying naming conventions for contacts and personnel; conventions for displaying numbers and currency; conventions for displaying dates, times, and calendars; report categories; and specifics for how e-mail messages, marketing campaigns, and Microsoft Dynamics CRM for Microsoft Office Outlook synchronization are handled.

• Add languages. If needed, add support for additional languages.

Modifications That Can Be Made at Any Time

To make using Microsoft Dynamics CRM efficient for your users, you can customize it to match the way your company works, including:

• Customize the user interface. Modify forms and views to match how your users collect, enter, and view data.

• Manage customizations for multiple languages. Export customized user interface text, such as field labels and list values, so that the text can be translated into each of the languages used in your Microsoft Dynamics CRM implementation. When translations have been completed, import the translated text.

• Customize reports. Modify default reports to match user interface modifications, and create new reports for your business needs.

• Create workflows to automate business processes. Automate business processes to ensure consistent record processing.

When you start to plan your CRM implementation think in terms of roles and responsibilities.