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  • CRM Basics

CRM Basics

  • Work With Accounts and Contacts

    Account and contact records store much of the information that you and your team collect from your customers. You store data about companies you do busines

  • Account Relationships

    You can see how info is related or grouped by viewing accounts, products, or users in hierarchical charts.

  • Send BulK Emails to Customers

    You can send the same message to multiple recipients using email templates. This is known as direct or bulk emailing.

  • Deactivate or Activate an Account or Contact

    In Dynamics 365, you deactivate an account or contact rather than deleting it. This ensures the integrity of the audit trail associated with that record.

  • Start your day with a dashboard

    Each time you sign in to the system you’ll see a dashboard, which gives you easy-to-read charts and graphs.

  • Add or edit Power BI visualizations on your dashboard

    Create rich, interactive reports and real-time visualizations in Dynamics 365 with Power BI dashboards and tiles that you add to your personal dashboards.

  • Track your progress with charts

    How to track your goals with charts.

  • Create or edit a chart

    Present large quantities of data in your organization in a more insightful and graphical way by creating useful charts in Dynamics 365.

  • Drill down in a chart

    You can drill down into a segment on a chart to filter chart data for that segment.

  • Run a report

    Reports help you manage your progress towards your goals and track trends by helping you see how you’re doing.

  • Share a report with other users or teams

    When you create a new report, share it with other people on your team or in your organization so that they can also benefit from it.

  • Determine who can use a report

    By default, a report is a personal report and can be used only by the author unless it is shared.

  • Download a report

    Download the report from Dynamics 365 to a computer that is set up with the report development environment, and then make necessary changes.

  • Organize and lay out your report data

    When you create a report, you have to decide which columns to include, the order in which they are displayed, and whether to group data into subcategories.

  • Edit the default filter of a report

    How to change the default filter to display the data you expect to see in the report.

  • Add a report from outside Dynamics 365 Customer Engagement

    How to easily add a custom report to Dynamics 365 that has been created outside of Dynamics 365

  • Troubleshoot reports

    There are several possible reasons why data that you expect to be in a report does not appear.

  • List of Reports

    Dynamics 365 includes many system reports that you can use to gain insights into how your business is doing. You can use these reports as is or customize.

  • Reports for account insights

    Dynamics 365 includes many system reports that you can use to gain insights into how your business is doing.

  • Marketing Insights

    Reports provide insights into your marketing efforts.

  • Reports for sales insights

    Reports provide insights into your sales efforts.

  • Reports for product insights

    Reports provide insights into your product catalog:

  • Invoice, quote and order reports

    Reports provide insights into your invoices, quotes and orders:

  • Reports for customer service insights

    Reports provide insights into your customer service efforts.

  • Admin Reports

    Amin Reports provide customer service insights.

  • Working with Activities

    In Dynamics 365, you use activities to keep track of all your customer communications.

  • Adding an activity to a record

    The activity and notes area helps you keep track of all the interactions with your customers. Record all important activities with customers.

  • Activities Feed

    Monitor real-time updates in the activity feed to stay current with fast-moving sales, customer projects, and marketing campaigns at your organization.

  • Create or edit an appointment

    Block time to meet or talk to your customers by using appointments.

  • Track Deals With Cortana

    Cortana integration to help you keep track of important Dynamics 365 activities.

  • Call Using Skype

    If your organization is set up to use Skype or Skype for Business, you can click a phone number to call your contacts from within Dynamics 365.

  • Workplace Calendar

    Use the calendar to view appointments and service activities you need to participate in.

  • Create a signature for your email or for a queue

    Use an email signature in Dynamics 365 Customer Engagement to save time and be consistent in your responses. The owner of an email signature can be a user

  • Collaborate with your team

    Dynamics 365 (online) offers a number of tools for collaboration.

  • Collaborate and communicate with Yammer

    Yammer gives you one place to have conversations, create and edit documents, and share information with your colleagues.

  • Collaborate with your colleagues using Office 365 Groups

    Office 365 Groups are a shared workspace for email, conversations, files, and events where group members can collectively get stuff done.

  • Office 365 Groups in Dynamics 365 FAQs

    frequently asked questions and known issues for Office 365 Groups

  • Managing private documents using OneDrive for Business

    You can store your private documents by using the new OneDrive for Business option.

  • Use OneNote in Dynamics 365 (online)

    When you add a OneNote section to a notebook, it's shown individually within Dynamics 365 and in order of last modified time.

  • OneNote in Dynamics 365 FAQs

    Frequently asked questions on OneNote.

  • Manage your SharePoint documents and document locations from Dynamics 365

    With Dynamics 365, you can store your documents on SharePoint and manage them from within your app.

  • Import and export data

    To keep track of all your customer data in one place, you may want to import contacts, leads, or other record types into Dynamics 365 from other sources.

  • Import contacts

    Whether your contacts are stored in an email program, a spreadsheet, or on your phone, here’s how to import them into Dynamics 365 so you have all your bus

  • Import accounts, leads, or other data

    Whether your data is stored in spreadsheets, databases, or other systems, you’ll probably want to import the data into Dynamics 365.

  • Merge duplicate records for accounts, contacts, or leads

    Dynamics 365 helps you address potential duplicates by providing duplicate detection for accounts, contacts, and leads.

  • Analyze your Customer Engagement data in Excel Online

    No need to leave Dynamics 365 to analyze your data. Now you can do a quick ad-hoc analysis using Microsoft Excel Online in Dynamics 365 (online).

  • Export data to Excel

    Analyze your data from Dynamics 365 and convert that data into actionable items that help you drive more sales by using Excel Online to export your data.

  • Export to an Excel PivotTable

    You can export Dynamics 365 data to a Office Excel PivotTable to see patterns and trends in data.

  • Basics Guide for Dynamics 365 Customer Engagement

    The Dynamics 365 basics guide contains the essentials you need to know to navigate the system.

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