Navigate in Microsoft Dynamics CRM; use the waffle to launch other apps; click the application title to return to your home page; open the main menu and click a work area tile to display the records and tools that are available in that work area. To choose another record type or tool, click the down arrow on the work area name. Click Recently Viewed to display recently viewed items from all work areas. Click the pin to pin an item to the top of a Recently viewed list.
- [Instructor] Microsoft Dynamics CRM's interface is a little different than other interfaces you might be used to. We don't have, for example, a ribbon up here at the top of the screen, like you'd be used to in Microsoft Word, or Microsoft Excel. And it's not simply a webpage like SharePoint even though I'm using Microsoft Dynamics CRM online. Let's explore just a little bit so we understand how this interface works, because once you begin using it, and get familiar with it, I think you'll find that it's very logically organized.
And that you'll enjoy working because you can work very quickly. You're never more than two or three clicks away from information that you want to be able to access. First because I am using the online version of this product, on the left-hand side I have the waffle. It would let me launch applications other than Microsoft Dynamics CRM. And if I go somewhere in Dynamics CRM away from my default home screen or homepage, clicking Microsoft Dynamics CRM will reload this page, which is in fact the Sales Activity Dashboard, my default dashboard if I'm a salesperson.
So if I were to go elsewhere, I'm just going to go somewhere, and then click Microsoft Dynamics CRM that button will take me right back where we just were, because this Sales Activity Dashboard is customizeable. So I can modify it to meet my information needs and make it relentlessly useful to me. It makes sense that I would wanna come back here. Next, I have top navigation, this main menu, and when I click, what I see are different work areas. Sales, for people who are working in Sales.
Service, for our customer service folks. Marketing and Field Service and Project Service. Five different work areas. Settings, which is important to me because I'm a system administrator, then finally a tile in my top navigation for a Help Center. So if I wanted to get help, I'll get help that's specific to me based on what my role is. Once I choose one of these work area tiles, like Sales, then I have access to other tools and information that are specific to Sales.
So if I'm a sales person, My Work, my Dashboards, What's New, my Activities. Information about customers, and remember our core lists, our core record types, in Dynamic CRM. Accounts and Contacts, Leads and Opportunities. So customers and sales, collateral marketing goals and tools. Tools are things like calendars and reports. The far right, there's an arrow that I can click, in case there's more information here.
Because I could have other types of info, and I could have other tools. Now this is a good time to note that the tiles that you see, and even the names of the record-types and lists that appear here, can be customized. So in your organization, if you have a different name for Sales Leads, like Qualified Leads, or a different name for Quick Campaigns, or Marketing Lists, that can be customized in your organization.
So don't let it bother you if it's more specific or different. That's just part of how Microsoft Dynamics CRM works. Same thing is true in any of the work areas. If I click on Service, notice that I have Accounts, and Contacts for my customers. I also have their Social Profiles. Let's go back to Sales. I didn't have access to that on my set of information for Sales, but in Service I do. And then notice I have different record types for service which I didn't have as a sales person.
Marketing, other choices yet. Field Service, very heavy on inventory purchasing, work orders and so on, and Project Service again, Planning and Delivery, Billing, Resource Availability, the types of things that we need to know to work on projects. I can choose any one of these, any work area, and then choose either a tool, or some information that I would like to look at.
If I would like to look at my dashboards and service, I'd just click Dashboards. And a couple of different things happen. First, my customer service rep dashboard is being loaded. Notice also that next to the main menu, I now have Service listed as my work area. If I want to switch to another type of information or another tool and service, it's real easy. I click to open that same set of tools, same set of records that were available to me when I chose Service initially.
So if I want to choose information or tools that are available to me in Service, I don't need to return to the main menu. I can simply choose them here. And because I'm looking at a Dashboard, I then have the ability to look at recently-viewed dashboards. If on the other hand I was looking at cases, then what I'd have the ability to see are recently-viewed cases. But since I haven't reviewed any of these, I don't have any. So if I want to change work areas, I click here and choose a tile.
Within a work area I can then choose to see a specific tool, or specific pieces of information. Once I've chosen the work area, I can return to the work area drop-down to switch to a different set of information, to switch to a specific tool. And within the tool that I'm using, or the information that I'm looking at, I have the ability to switch to recently-viewed items of the same type. Now proceeding across the top, this button is magic for me, because this button doesn't care whether I was looking at a particular type of information.
This gives me recently-viewed dashboards. This gives me recently-viewed everything. So when I click I get to see everything, and it's not just in sales. This is showing me what I looked at whether I was looking at it through Service, through Sales, through Marketing, it doesn't matter. This is my recently-used items list. Which I absolutely love. And if there's something I want to come back to frequently here, check out what I can do: I can pin it right here. And now, even if I haven't recently viewed the Sales Activity Dashboard, for example, it will stay here.
If I haven't recently viewed the information on the Blue Yonder Airlines organization, which I would find in the Accounts list, it's right here. I'm hanging onto it simply by clicking and adding an item to my recent records or to my recent views. If I want to un-pin something, simply point to the pin and remove it. To close this Recent list, simply click it again. If I'd like to create something new, I click the Plus button and I have the ability to add a new record of any type.
Remember that there are five main types. There's Account, Case, Contact, Lead, and Opportunity in this list, but here are all of these other types of records that we can add. So I can add an opportunity line, a project in Expense based on my role. If you don't see as many items here as I do, it's because you don't have permission to see them based on your role and the customization in your organization. Having too many things that you could click on isn't necessarily helpful, and on the left-hand side, I have Activities, so I can create a new task, a new phone call, new email, or new appointment.
This isn't the only way to create them. As a matter of fact, you may rarely create a new phone call here, because you might start with the person you're calling, rather than starting with the fact that you're picking up the phone. And we'll see more about how to add activities to contacts later in the course. If I want to close this, just as I did with the recently-viewed items, simply click the button that opened it up. To search in my CRM data, enter a search term here. We'll see more about that in the next movie.
And I have an advanced find feature here. Next, my login information. I can change my picture, some settings that I have the ability to modify, and a Help button. At the top of the page, we have the ability to save, for example a dashboard as a new dashboard. Not all pages have a Save button. The ability to create a new dashboard, to set it as default, or the ability to refresh. If I go take a look at a specific list, I'll get a different set of tools across the top.
So as my context changes, as I'm looking at records, versus dashboards, versus tools, I get other choices. I have the ability to create something new, to delete, to email a link, to create reports templates and so on. And we will be exploring these options throughout this course. To go back to our dashboard, let's click Microsoft Dynamics CRM, which as we know is a link, and we're back in our Sales Activity Dashboard, where we began. This is how you navigate with your data, here in Microsoft Dynamics CRM.
After you spend just a little bit of time with Dynamic CRM, you'll find that navigation in this product is wicked easy.
- Viewing personal and team dashboards
- Creating and qualifying leads
- Converting activities to opportunities
- Working with customer service cases
- Managing case queues
- Researching solutions
- Running and exporting reports