Microsoft CRM FAQsGeneral Navigation and Process Management

Created By: Hitachi

Last Modified On: March 17, 2016 - Lackawanna

Contents1 CRM Terminology........................................................................................42 Sign Into CRM – Production and Development..............................................6

2.1 How do I sign into the Microsoft Dynamics CRM.....................................................63 Getting Around...........................................................................................7

3.1 How do I navigate inside of CRM?...........................................................................73.1.1 How does the Site Map work?.....................................................................73.1.2 What’s the Ribbon Control?.........................................................................93.1.3 How do you scroll through lists?................................................................103.1.4 How do you select records?......................................................................103.1.5 How do you click-through to related records?...........................................11

3.2 How do I track Outlook emails in CRM?................................................................113.3 How do I track Outlook appointments and tasks in CRM?.....................................133.4 How can I tell if an email/activity/contact has been tracked in CRM?...................143.1 What’s the difference between drop down lists and lookups?..............................143.2 How do I use quick searches to find records?.......................................................163.3 How can I find records in a list?............................................................................163.4 How do I sort a list?..............................................................................................163.5 How do I change the number of records per page in a view?...............................173.6 How do I filter a list?.............................................................................................173.7 How do I assign records to another user?.............................................................183.8 How do I share records with another user or team?.............................................183.9 How do I use Advanced Find to get a list of records?...........................................19

3.9.1 How do I use Advanced Find to filter a list?...............................................213.10 How can I create a view of records I can reuse on a regular basis?......................223.11 How can I export a list of records?.......................................................................223.12 How can I import records to CRM?........................................................................233.13 How can I access Reports?...................................................................................243.14 How can I create a Personal Report?....................................................................243.15 How can I create a Personal Dashboard?.............................................................25

4 Insured Account Management...................................................................274.1 How do I create new Account records or update existing records?......................274.2 How do I delete/deactivate Account records?.......................................................274.1 How do I add to the account team?......................................................................28

5 Agency Management.................................................................................295.1 How do I create new Account records or update existing records?......................295.2 How do I delete/deactivate Account records?.......................................................295.3 How do I add to the account team?......................................................................30

6 Contact Management................................................................................316.1 How do I create new Contact records or update existing records?.......................31

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6.2 How do I associate a Contact record with an Account?........................................336.3 How do I delete/deactivate Contact records?.......................................................33

7 Opportunity Management.........................................................................347.1 How do I view Opportunity records?.....................................................................34

8 Activity Management................................................................................368.1 How do I view existing Activities?.........................................................................368.2 How do I create new Activities for a CRM Record?................................................36

9 Trans Sheet Management..........................................................................389.1 How do I create a Trans Sheet..............................................................................389.2 Trans Sheet Phase 1 – Entering General Information and Account History...........399.3 Trans Sheet Phase 2 – LP Request........................................................................409.4 Trans Sheet Phase 3 – Finalize the trans sheet....................................................419.5 Generate the Trans Sheet Report to upload to Point............................................43

10 Request for LP Services.....................................................................4410.1 How do I request LP Services without Trans Sheet...............................................44

11 Insured Visit......................................................................................4611.1 How do I create an Insured Visit record?..............................................................4611.2 How to set a meeting date within the Insured Visit record...................................4811.1 How to add Meeting Attendees to an Insured Visit...............................................4911.1 Finalize the Insured Visit......................................................................................49

12 Agency Visit......................................................................................5012.1 How do I create an Agency Visit record?..............................................................5012.1 How to set a meeting date within the Agency Visit record...................................5112.2 How to add Meeting Attendees to an Agency Visit...............................................5212.3 Finalize the Agency Visit......................................................................................52

13 Bing Maps.........................................................................................5313.1 How do I find Accounts near me?.........................................................................5313.2 How to search accounts near a specific address..................................................5413.3 How do I map accounts from an account system or personal view......................55

14 Loss Prevention Survey......................................................................5614.1 How do I create a LP Pre-Quote Survey................................................................56

15 Agency Profile...................................................................................5715.1 How do I update general information about the agency.......................................5715.2 How do I update an agency’s target markets.......................................................5815.3 How do I update our multi and mono line competitors at an agency....................5815.4 How to rank the competitors................................................................................6015.5 How to I add goals, objectives or notes to an agency...........................................6115.6 How to view policies written through an agency..................................................6315.7 How to view Agency Performance Summary reports............................................6415.8 How to View Agency Visits...................................................................................65

16 Insured Account Profile......................................................................6716.1 Summary Section – Account Information..............................................................67

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16.2 Summary Section – Current Policy Status.............................................................6816.3 Contacts...............................................................................................................6916.4 Account Team......................................................................................................6916.5 Doing Business As................................................................................................7016.6 Recent Opportunities...........................................................................................7016.7 Satellite Office Locations......................................................................................7116.8 Claims..................................................................................................................7116.9 Insured Visits........................................................................................................7216.10.....................................................................................................................................Policies7316.11...............................................................................................................................LP Surveys74

17 Microsoft User Guide.........................................................................75

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1 CRM TerminologyTerm Definition

Account (Company) A company that represents a customer, potential customer, broker or other relationship.

ActivityAn action to be performed, such as a task, or a communication item that is sent or received, for example, e-mail, phone calls, and appointments. The status of activities is tracked and the activity history is stored in the system, so users can view the open and closed activities.

Advanced Find CRM functionality that allows for users to access groups of records based on selection of criteria related to the records or data within the records.

Appointment An activity represented by a time interval that has a start time, an end time, and duration.

Assign To specify the owner of a record, such as an Opportunity, or an activity, such as an e-mail message or phone call. Users with needed permissions can assign records to either a user or a team.

Close To set the status of an activity record to Closed. This hides it in lists of open records and sets some types of records to read-only.

Column Headings Text used in the first row of a spreadsheet or file that labels the data in each column.

ContactA person who represents a customer or potential customer, or an individual related to an Account. For example, an individual who purchases products or services for their own use, or an employee of a company.

Contract

Duplicate Detection Process of automatically identifying potential duplicate records.

Entity A structure used to manage data. A synonym is "record type".

FieldA property of an entity with a specific data type. Fields are analogous to columns in a database table. When they are added to an entity form, they are displayed as fields that correspond to their data type.

FormA page that displays detailed information that users have entered into Microsoft Dynamics CRM about a specific record, such as all information about a contact. Information that users enter in a form is stored in Microsoft Dynamics CRM as a record.

IndexThe dynamic alphabet bar located on the bottom of the lists in the Microsoft Dynamics CRM Online application window. When a letter or the number sign (#) is clicked, the list displays the available records by that letter.

Master Record The record that stays active when records are merged. Data from the subordinate record is added to this record.

Metric

Option Set A type of field that presents a drop-down list that lets users select from a set range of options.

Opportunity A potential revenue-generating event, or sale to an Account, that needs to be tracked through a sales process to completion.

Product

Project Implementation

Quote A formal offer for products and/or services, proposed at specific prices and related payment terms, which is sent to a prospective customer.

Record An entry in the Microsoft Dynamics CRM Online database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system.

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You can view basic information about records in a list, and you can view or change detailed information about records in a form.

Record Type A group of records. For example, all Account records are grouped as the Account record type. Also called an entity.

Ribbon Control The area across the top of the screen that allows the user to perform tasks associated with a record such as creating a new Contact.

Saved ViewAn Advanced Find search that has been saved. Saved views are personal views that appear in the View lists for the record types they are searching on. With saved views, you can save the criteria of a search to use again later. You can also share your saved views with others.

Security RoleA defined set of privileges. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system.

Share A privilege required to give access to a record to another user while keeping your own access. Which records can be shared depends on the access level of the permission defined in your security role.

Site MapThe top level ribbon control of Microsoft Dynamics CRM Online that includes tiles, such as Workplace, and the categories within each pane. Click a category under the pane to show the records in the list.

StatusThe state of the record. Most records can be Active or Inactive. Some record types have more possible states. For example, the Case entity uses Active, Resolved, and Canceled. You cannot modify the status values for an entity.

Status Reason

The description of the status of a record or activity. The options available are based on what type of record is open and the status of the record. When the status of a record changes, if more than one status reason is possible, a dialog box is displayed to enable the user to select the appropriate status reason.

System Dashboard A dashboard that is owned by the organization. A system dashboard is available to all users in the organization, and cannot be assigned or shared.

User A person who has an active user account in Microsoft Dynamics CRM Online.

User Dashboard A dashboard that is owned by individual a user or team. A user dashboard can be assigned to or shared with other users or teams.

View A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type.

Workplace A tile in the Site Map that is indented to make the system easier to use and to help users be more efficient.

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2 Sign Into CRM – Production and Development2.1 How do I sign into the Microsoft Dynamics CRM

Use this link to sign into the Production CRM environment

https://ligcrm.crm.dynamics.com

Use this link to sign into the Development CRM environment

https://ligcrmdev.crm.dynamics.com

Sign in using your email address and domain password

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3 Getting Around

3.1 How do I navigate inside of CRM?

3.1.1 How does the Site Map work?The site map displays the functional areas within your CRM configuration. Selecting a tile will allow you to drill down into the chosen Area of the site map.

Select the drop down next to Sales will expose the various entities and system components that have been configured. Select a tile within the Workplace area to display the associated view.

Once an entity or system component has been selected, additional drop downs are available. For example, the drop down next to Dashboards displays a list of recently viewed Dashboards.

Lastly, once a record is selected, you can select the drop down next to the record name as displayed in the site map to access related entities and other system components.

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*Note that the site map in the Outlook client will differ. Though the site map in both the web client and the Outlook client reference the same XML file, the site map in Outlook is rendered based on the Outlook folder structure.

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3.1.2 What’s the Ribbon Control?The Ribbon Control is used to perform specific functions and is context-sensitive. That is, as you select various entities, views, and records, the ribbon is updated to reflect information relevant to the record or records you are currently viewing. When an entity or system component is selected from the site map, the entity ribbon is displayed.

When one or multiple records in the view are selected, the ribbon changes to display the view ribbon items.

Finally, within a particular record, the ribbon control changes to the form ribbon.

Notice that there are often multiple ribbon controls available at any point within CRM. Those can be viewed by clicking on the ellipsis (…) at the end of the Ribbon Control. When selected, a list of additional ribbon control items will be displayed. Note that security roles will also dictate what is displayed per user. For example, the ‘Delete’ selection is usually only available to users with the System Administrator security role.

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3.1.3 How do you scroll through lists?When any list of records is displayed, navigation controls appear at the bottom of the list. This control allows users quickly filter the list based off of the name beginning with the letters that display by clicking on that letter.

You can also scroll through Pages by clicking on the forward/backward arrow beside the page number as well as first/last controls.Additionally, once a selected record is open for editing, navigation controls are available in the upper-right of the form.

This control allows you to go to the next or previous record in the list view by pressing the up/down buttons. You can also select the pop out icon to have the record displayed in a separate window.

3.1.4 How do you select records?To take action on one or more records at a time, simply select the record by clicking on the check-box at the left of the record in a list. Selected records will be highlighted in blue.

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3.1.5 How do you click-through to related records?Any time a related record’s name is displayed on a screen, a click-through link is available. The record name will be underlined when it is displayed in a view or on a record form. Click on that link to go directly to the edit screen for the related record. See “How can I use the Click-Through feature to Edit related records?” below for more details.Any time a lookup field is used inside of CRM, you can click on the linked record to go directly to the edit form for that related record. Linked records will have the data values underlined to denote that you can click through to that record. The click-through functionality also applies to URL text fields such as the Website field shown below. In addition, Email and Phone Number fields can also have the click through functionality if you have CRM linked with Outlook and Microsoft Lync or Skype, respectively.

For example, if you have a form that contains an Account lookup field such as Parent Account field above, clicking on the data value will take you to the form for the selected account. To change a lookup field value, click to the right of the name, and the entire field will be selected. You can then delete, start typing a value for auto-search, or press the lookup (magnifier button).Likewise, if CRM is displaying a list of records, you can click through to the associated edit screens for related records.

Notice that the Primary Contact in the above example has a link in addition to the Account.

3.2 How do I track Outlook emails in CRM?From within Outlook, create an email or open the existing email you would like to track in CRMThe user can click on the “Track’ or ‘Set Regarding” button. Selecting ‘Track’ will simply create an email record in CRM. By selecting ‘Set Regarding’, you can associate that particular email to another record in CRM such as an Account, Contact, or Opportunity record.

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If the ‘Set Regarding’ button is selected, it will open a dialog box for the user to select the type of record to track this email to and then the actual record itself. For example, the user may want to track an email against an Account.

Select an Account the email is regarding. Note: an email can be regarding other record types. The Account will now appear in the” Regarding” section at the bottom of the email.

If this is a new email, once the email has been sent, the email will be tracked in the Closed Activities against the regarding record.

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3.3 How do I track Outlook appointments and tasks in CRM?

From within Outlook, create an appointment on the Outlook Calendar.Click on Set Regarding on the toolbar.

Select a record to track the appointment against such as a Contact or Company.The item will now appear in the “Regarding” field of the appointment.

Save the Appointment. Once the Appointment has been saved, the appointment is now tracked in the Open Activities of the regarding record. When the Appointment is completed (Resolved) it will then be shown in the Closed Activities of the regarding record.

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3.4 How can I tell if an email/activity/contact has been tracked in CRM?

From within Outlook, view the Inbox, Contacts, or Appointments. A tracked item is denoted with the two person icon highlighted below.

3.1 What’s the difference between drop down lists and lookups?

Drop-down lists are standard option sets and are predefined option lists in the system. Any changes to the values available in a drop-down list must be completed by a system administrator.

A lookup field can be identified by the magnifying glass on the right-side of the field.

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In a lookup field, if you type a value for the field and tab off the field, a search will automatically begin. If only one value matches what is typed, the field will be filled in automatically. If there are multiple values that may match, an orange alert icon will appear next to the field and prompt you to select the correct record. A list of available records appears when the lookup field is selected. Additionally, users can select the “New” button on the bottom right to create a new associated record. If you select the “Look Up More Records” link located at the bottom of the list, the lookup screen will appear.

On the screen above, all the standard search options such as multiple views, search filter, and even a new button is available to add new values to the list if you have access to do so. Also notice that the ‘Look For’ drop down box is greyed out since this lookup only applies to Account values. For other out of box lookup fields such as the Connections Lookup, a user will be able to designate a different entity than the one that is defaulted. Note that creating a new record from this screen does not automatically associate the record to the primary

record.

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3.2 How do I use quick searches to find records?Any time a list is displayed, you can use the quick find control to filter the displayed records. Type in any search criteria you want to filter on.

You can use an “*” as a wildcard in your search. The above example would show all contacts that contain the word “sample”.

3.3 How can I find records in a list?Select a view from the View drop-down list at the top of any list of records. The View list includes two types of views: System Views and My Views. Search for a text string.In the Search box, type a few letters to narrow your search, and then click the Lookup button.Use an asterisk (*) as a wildcard if the text you're looking for is not at the beginning of a field. For example, to find all records that contain the word "advanced" in the searched columns, enter *advanced.

3.4 How do I sort a list?To sort a list of records, click a column heading. To reverse the sort order, click the column heading again.An arrow icon in the column heading shows that the list is sorted: the Ascending Sort icon

indicates ascending, and the Descending Sort icon indicates descending.To sort by an additional column, press SHIFT while you click the additional column heading.

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3.5 How do I change the number of records per page in a view?

By default, the Microsoft Dynamics CRM Web application displays 50 records per page. You can increase this up to a maximum of 250 records per page to increase the number of records you can select at one time. To increase the number of records displayed per page:On the Settings icon, click Options.

On the General tab, in the Records Per Page list, select the number of records to display per page.

Click OK.

3.6 How do I filter a list?You can filter any list of data in Microsoft Dynamics CRM by clicking the “Filter” icon when a view is displayed.

By clicking on filter drop down next to the column heading, you can then filter the view by any of the columns displayed in the view.

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3.7 How do I assign records to another user?To assign a record to another user or team (making them the owner of that record for security purposes), simply edit the record and choose Assign from the Ribbon Control drop down at the top of the screen

On the Confirm Assignment screen, select the user or team to assign the record to.

3.8 How do I share records with another user or team?To share a record with another user or team for security purposes, choose the Sharing button from the Ribbon Control drop down, and choose Share. You will then be prompted for which users or teams to share the record with; along with the types of permission that user or team should have on the record.

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Once you press OK, the users or teams identified will have the specified permissions on the selected record.

3.9 How do I use Advanced Find to get a list of records?

Click the Advanced Find button from any CRM entity or view ribbon. Note that the Advanced Find button will likely be hidden in the ribbon control drop down.

CRM will open the Advanced Find form. Select the primary entity you want to query (will be preselected based off of the view visible when you clicked the Advanced Find button).

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Select the field you would like to include in the Advanced Find query. Multiple rules/conditions can be applied (multiple fields can be selected.) Conditions can be Grouped using AND and/or OR operators

Select Results to confirm the query results.Make sure Used Saved View field is set to [new].Click Save to save the Advanced Find.Give the new saved view a name.

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The saved query will now appear in the related entity My Views list.

3.9.1 How do I use Advanced Find to filter a list?The simple filtering described in the previous section is a good choice for basic filtering

requirements.When more complex filtering is required, or you want to add additional columns to the view, advanced find will provide more comprehensive filtering.

To start an Advanced Find search:In the View drop down, select the view that is closest to what you want and then on the view ribbon, select Advanced Find. If you want to start from scratch, select “New” on the Advanced Find ribbon.Specify criteria for your search and the columns to display.Click Save As.In the Query Properties dialog box, in the Name field, type a name for the search.In the Description box, type a brief description, and then click OK.This saves the search as a view. The new view appears on the Saved Views tab of the Advanced Find form. This new view is available also from the list page for the record type in the View box, in the My Views section.

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3.10 How can I create a view of records I can reuse on a regular basis?

Each individual may have a separate set of data views for each record type inside of CRM. To save a personal view, begin by creating an Advanced Find (see3.3). After you have saved the Advanced Find, it is stored as a personal view, and is accessible for searches in the future. To access your personal view, simply use the drop-down next to the current view name. Your personal views can also be accessed by selecting the ‘Saved Views’ button in the Advanced Find ribbon.

*Note that system views are created by system administrators and are available to all users inside of CRM. Personal views can also be shared with other users and teams granted that the sharing user has the appropriate security privileges.

3.11 How can I export a list of records?You can export any list to Microsoft Office Excel, including the results of an Advanced Find search. Export to a static or dynamic Microsoft Office Excel worksheet or to a PivotTable.From the List or Advanced Find of records, click Export to Excel on the ribbon.

Click radio button for how to export the data: Static worksheet with records from this page Static worksheet with records from all pages in the current view Dynamic PivotTable Dynamic worksheet

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Click Export. The exported worksheet includes the fields that are displayed in the list, using the same field order, sorting, and field widths.Note: CRM also has an option to make the data available for re-importing. This should be used carefully to maintain the CRM data structure.

3.12 How can I import records to CRM?Only some users will have permissions to import data into CRM. Prepare import file. CRM supports thes file formats:

Comma-separated values (.csv) Text (.txt) Compressed (.zip) Excel Spreadsheet 2003 (.xml)

Click Import Data on ribbon.

Browse to your formatted file, then follow the Data Import Wizard steps.Review status of data imports from Settings, then click Data Management.

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Click Imports.

Open Import to view Progress, and Success/Failure of imported records.

3.13 How can I access Reports?There are multiple ways to access Reports in CRM. For a Comprehensive view of all CRM Reports: Navigate to Sales (or Marketing), then Reports.

3.14 How can I create a Personal Report?Navigate to Sales (or Marketing), then Reports.Click New on ribbon

Click Report Wizard button on New Report window.Follow Report Wizard steps for creating and customizing your Personal Report.

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3.15 How can I create a Personal Dashboard?Dashboards in Microsoft Dynamics CRM provide an overview of business data ‒ actionable information that is viewable across the organization. Create dashboard components that help you find and analyze important data. You can create and design dashboards to show the information that you want exactly how you want to see it. While designing the dashboard, you can rearrange or remove the components that you have already added and change the height and width of a component. By default, you can add only six components to any dashboard layout.Go to Sales (or Marketing), then Dashboards.Click New on the ribbon

Choose a Dashboard Layout to start.Click Create

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Add up to six components: charts, lists, IFrame, or web resources. Name your Dashboard.Click Save. Your Personal Dashboard will now be available under the list of Dashboard to select or set as your default Dashboard.

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4 Insured Account ManagementThis section describes how to work with Account records in CRM. Account records can represent customers, vendors, prospects, etc. Accounts are used with the various other record types within CRM.

4.1 How do I create new Account records or update existing records?

Access to Accounts can be achieved in multiple ways:Select “Accounts” in the Sales drop down in the site map.

To add a new Account, select New from the Ribbon:

The new Account form will be displayed:

The required fields appear with a red * next to the field name.

4.2 How do I delete/deactivate Account records?When working with Account records in CRM, Accounts typically should not be deleted – they should be deactivated. The reason for this is if an Account is deleted, all history regarding that Account is lost and cannot be recovered. The appropriate way to “remove” an Account is to deactivate it. By deactivating the Account, it changes the status of the Account to

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inactive, but information about the Account can be seen using views, advanced find, etc. The Account could also be reactivated at a later time if deemed appropriate.To deactivate an Account, open the Account record and click “Deactivate” on the ribbon. You will then be prompted to confirm the deactivation of the Account:

4.1 How do I add to the account team?Open an exisiting Account record.Click “+” sign next to Team Members sub grid on the Account form.

Click “+” sign next to Team Members sub grid.Use Lookup to find the Team Member/User to add to Team

Name and Title will populate in grid.

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5 Agency ManagementThis section describes how to work with Account records in CRM. Account records can represent customers, vendors, prospects, etc. Accounts are used with the various other record types within CRM.

5.1 How do I create new Account records or update existing records?

Access to Accounts can be achieved in multiple ways:Select “Accounts” in the Sales drop down in the site map.

To add a new Account, select New from the Ribbon:

The new Account form will be displayed:

The required fields appear with a red * next to the field name.

5.2 How do I delete/deactivate Account records?When working with Account records in CRM, Accounts typically should not be deleted – they should be deactivated. The reason for this is if an Account is deleted, all history regarding that Account is lost and cannot be recovered. The appropriate way to “remove” an Account is to deactivate it. By deactivating the Account, it changes the status of the Account to

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inactive, but information about the Account can be seen using views, advanced find, etc. The Account could also be reactivated at a later time if deemed appropriate.To deactivate an Account, open the Account record and click “Deactivate” on the ribbon. You will then be prompted to confirm the deactivation of the Account:

5.3 How do I add to the account team?Open an exisiting Account record.Click “+” sign next to Team Members sub grid on the Account form.

Click “+” sign next to Team Members sub grid.Use Lookup to find the Team Member/User to add to Team

Name and Title will populate in grid.

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6 Contact ManagementWhile Accounts are often viewed as representing companies (Prospect, Insured and Agencies) in CRM, Contacts represent individuals. Contacts are also associated with Account records in CRM. An example would be an employee (Contact) working at a company (Account).

6.1 How do I create new Contact records or update existing records?

Access to Contacts can be achieved in multiple ways.Method 1Select “Contacts” from the Direct Channel Management drop down in the site map.

To create a new Contact, simply click “New” on the ribbon.

The Contact main form will appear.

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With an Account record open, select the “+” symbol in the Contacts grid.

If Quick Create forms are enabled for the entity in which you are creating a new entity, the Quick Create form will appear. In addition, data elements that will be prefilled based on the relationship mappings between the two entities. For example, between Accounts and Contacts, the Account and Address information from the Account has been prepopulated on the Contact Quick Create form.

If Quick Create forms are not enabled, the default form for that entity will appear. For all forms, the required fields appear with a red * next to the field name.

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6.2 How do I associate a Contact record with an Account?

With an Account record open, select the “+” symbol in the Contacts grid. This action will cause the Contact Quick Create form to appear where you can create and associate the Contact to the Account. You can also associate a Contact to an Account from the Contact main form itself. This is done by selecting an Account in the “Company Name” field on the right most section of the Contact form:

6.3 How do I delete/deactivate Contact records?The deletion of Contact records should be avoided when possible much like Account records. Contacts should be deactivated in order to retain a history of the record. If it is deleted, all history will be lost and the history will not be recoverable.To deactivate a Contact, open the Contact record and click “Deactivate” on the ribbon. You will then be prompted to confirm the deactivation of the Contact:

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7 Opportunity Management7.1 How do I view Opportunity records?

Access to Opportunties can be achieved in multiple ways.Method 1Select Direct Channel Management from the Site Map then select Dashboards from the My Work area

Select a personal or system dashboard that contains an opportunity view. You can view all Open Opportunities or My Open Opportunies for quotes specifc to you

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Method 2From within existing Account record. Quotes can be view in the Recent Opportunities section on the Insured Account Record

To view details about the Quote (Opportunity) click on the Quote number to open the Quote (Opportunity) record.This is a view only of the quote. You cannot update information for a quote within CRM to flow back to Agency Link

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8 Activity ManagementMicrosoft Dynamics CRM allows users to track Activities against other records in CRM. Activities can be created by users for themselves or for other users. The standard activity types include: Task, Fax, Phone Call, E-mail, Letter, Appointment, Service Activity, and Campaign Response.

8.1 How do I view existing Activities?To view the Activity records available to you in the system, select ‘Activities’ from the site map. Then, select the view drop down to select views for the specific activity types.

8.2 How do I create new Activities for a CRM Record?Activities can also be accessed from within a record’s navigation.

Open a CRM Record, and Navigate to the Activities tile.

Use Activity Views and Filters to view existing Activities for this Record.

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Click Add New Activity, and select the Activity type to create a new activity.

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9 Trans Sheet Management9.1 How do I create a Trans Sheet

The Trans Sheet within CRM replaces the Excel based trans sheet.

If there is a need to have Loss Prevention conduct a pre-quote survey, the Trans Sheet will be used to make that request.

If there is no need for a Loss Prevention pre-quote survey, the Trans Sheet will be completed after the pliocy has been bound.

Once the policy has been bound and the trans sheet completed, the trans sheet will be exported out of CRM via a report and then attached to the policy within Point.

The Trans Sheets section can be found on an Insured Account record.

Scroll down to the Trans Sheet section or click on the 3 bars next to the name and click on Trans Sheet .

Click the + found on the right hand side of the section to create a new Trans Sheet record.

If there is an existing trans sheet from a prior policy term, the new trans sheet will be populated with the data from the previous term’s trans sheet. You will only be required to verify and update the data as necessary.

If the Trans Sheet is for New Business, the intial trans sheet will need to be manually populated.

The Trans Sheet can be fully completed for policies not requiring a Loss Prevention Pre-Quote Survey.

For the purpose of this documentation, we will assume we are completing a new trans sheet for a new account. We will also assume a pre-quote survey is to be completed and will break the Trans Sheet process into 4 phases –

1. Entering general and account history information (information required for the LP consultant to conduct their LP Survey)

2. Completing the LP Request

3. Finalizing the trans sheet

4. Generate the trans sheet report to upload into Point

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9.2 Trans Sheet Phase 1 – Entering General Information and Account History

Enter the name for the Trans Sheet record – Trans Sheet {insured account name}

Verify that the name in the Insured field is the name of the account you are completing the trans sheet for.

Verify that the name in the Agency field matches the agency the quote is from.

Click Save

The Trans Sheet Status will automatically be changed to In Progress

Enter the Insured Contact, Website address, Producer and Agency CSR

For new business, the account history section wil need to be manually populated. Click on the + to create a New Trans Account History record.

Enter the name of the account history record Account History {Insured Account Name}

Click Save

Enter your data in the following fields:

Term # of Claims Paid Premium Incurred LIG Carrier (this will be which company the prior policy was written in and will only be

completed on a trans sheet when an existing LIG policy is renewed) Other Carrier Experience Modifier Claims of Interest

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Close the Account History window using the X on the browser window

The Account History record will be visible in the Account History grid

Repeat these steps for all account history entries.

All the “Cumulative” totals will be added up automatically within 1 hour of adding the

Account History

9.3 Trans Sheet Phase 2 – LP RequestClick on LP Request to expan the section, enter data in the following fields

LP Request Type – click in the field and select New Business Prospect, New Business Written, RenewalNeed by Date – this is the date you need to have the LP Consultant complete the survey byInsured LP Contact – enter the name of the individual the LP Consultant shuld contact to arrange the survey visitEstimated Premium – estimated premium of the policyRemarks and Special Requests – comments about the potential account the LP Consultant will need for their survey visitDirections – any directions to help the LP Consultant find the account

When you are ready to send the request – tick the “LP Request Ready to Send” checkbox

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A workflow will fire and complete the following tasks

1. Update the Trans Sheet Status to LP Pending

2. Generate the LP Survey record

3. Generate the Insured Visit record for the LP Survey visit

4. Send an email to Janice Nicolosi and to the LP Consultant if one is assigned to the

account

9.4Trans Sheet Phase 3 – Finalize the trans sheet Once the LP Survey has been completed a workflow will fire which will update the Trans Sheet status to In Progress and an email notification will be sent to the UW/TM.

Once the policy for the account has been bound, and the Point nightly daily cycle is run, the integration process will automatically populate the following fields in the General section from Point

Scheduled Credit Scheduled Debit Dividend Plan Safety Credit PCCPAP D&B / Paydex Gov Class LIG Company Effective Date Policy

Within the Loss/Exposure/Pricing section, enter data for the following fields RTW – click the field to change value Yes or No Panel – click the field to change value Yes or No Safety Program - click the field to change value Yes or No Health Benefits Provided - click the field to change value Yes or No Loss Control Rating – Enter value Large Loss Descriptions – enter text Notable Operational & Exposure Modifications: Remarks – enter text Pricing Strategy – Enter Text

Click on the Scheduled Credits and Debits tab to expand to view the sections

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Enter any credits or debits you appled to the policy.

Each section contains the credit or debit amount allowed. This field is locked.

Enter the credit or debit in the “Applied” field for the section

Enter your rationale in the text indicating why the credit or debit was applied

Complete these steps for every credit or debit that you applied.

Once you have finished entering and validating all the trans sheet data – update the status

to Complete.

9.5 Generate the Trans Sheet Report to upload to PointAbove the name of the Trans Sheet, click the … next to Run Workflow

Click the arrow after Run Report 43

Click Transaction Sheet

A separate report View window will open.

The trans sheet report consists of 3 pages.

To export the report to a PDF document, click the “disk with green arrow” icon then select

Acrobat (PDF) file.

Use the dialog box on the bottom of the screen to save the file

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10 Request for LP Services10.1 How do I request LP Services without Trans Sheet

Requests to have an LP Consultant visit an insured account to complete a task will be submitted by the TW/UW by creating an Insured Visit.

Open the Insured Account record, scroll to the Insured Visit section and click the + to create a new Insured Visit record

Enter the name for the Insured Visit record {reason for Visit} {Insured Account Name}, for example, New Equipment Consultation Davidson Brothers

Enter the name of the Primary Person Interviewed

Click Save

Enter Reason for visit – click the field and make selection from the option set

Type of Visit – Select In Person

Need by Date – enter the date you need the visit completed by

Meeting Objectives – enter text providing detail to the LP Consultant as to what you need out of the visit

Tick the Formal LP Visit checkbox

Click Save

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If there is an LP Consultant assigned to the account team, that person will receive an email notification that the LP Request has been opened. If there is no LP Consultant assigned, an email notification will be sent to Janice who will assign the request to an LP Consultant.

The LP Consultant will complete the request and email you back the information you need.

The LP Consultant should “Set Regarding” to this Insured Visit in the email so that the details are attached to the visit.

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11 Insured Visit11.1 How do I create an Insured Visit record?

An Insured Visit is to be created for each visit you make to an insured account. The record and be created prior to or after the visit. An Insured Visit can also be recorded for a phone call made to an insured account that is of significance. Your manager will provide guidelines as to what he/she deems appropriate to create an Insured Visit record.

The Insured Visit section can be found on an insured account record.

Scroll down to or click on the 3 bars next to the name and click on the Insured Visit section to expand

Click the + found on the right hand side of the section to create a new Insured Visit record

The New Insured Visit form will open

In the Name field – {type date in military format} {name of the Insured Account you are meeting with} {Reason for Visit} For Example 20160316 Davidson Brothers Inc Claims Review.

Any questions about the naming convention for an Insured Visit should be directed towards your manager.

Verify that the Insured Company field contains the name of the insured account you are meeting with

Primary Person Interviewed – Capture the name of the individual from the agency you will primarliy be meeting with. Additional attendees can be captured in the Meeting Attendees section. If the name of the individual you are meeting with does not appear in the search list, add the contact by clicking New and competing the Quick Contact form

Click the Save button

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Reason for Visit – click in the field and select the reason from the option set

Type of Visit – click the in the field and elect the visit type from the option set

Formal LP Visit – see section 9 Request for LP Services for help when using this option

Need by Date - see section 9 Request for LP Services for help when using this option

Meeting Objectives – enter text

11.2 How to set a meeting date within the Insured Visit recordIf you create the Insured Visit record prior to the meeting, you can add the meeting to your personal calendar from this form.

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Click in the Meeting Date field and set the date and time of the meeting

Tick the Create Appointment checkbox to create the meeting on your calendar

Note – Once the appointment is created, you can forward it on to other attendess if desired. This can be done from your Outlook calendar or by opening the appointment in the Activity section within the Insured Visit record.

Once the meeting has occurred, complete the remainder of the Agency Visit record

11.1 How to add Meeting Attendees to an Insured VisitLIG and Agency attendees will be added using the same steps

Within the LIG meeting attendee section, click the Add New Record button

Begin to type the name of the attendee. If the individual already exisits within CRM, the name will resolve or you will be presented with a selection list. If presented with a selection list, click the anme of the individual to add.

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If the individual does not exist, click the magnifying and add the contact

Once you have added all the attendees, click the Save Changes button.

Complete these same steps to capture the Insured attendees.

11.1 Finalize the Insured VisitClick the complete date field and log the date the meeting was held.

Use the Concerns/Issues section to capture your notes from the meeting

If it was determined that a follow-up meeting needed, set the date in the Next meeting Date field. This will create a new Insured Visit record using the data from the existing and will create a new appointment on your calendar.

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12 Agency Visit12.1 How do I create an Agency Visit record?

An Agency Visit is to be created for each visit you make to an agency. The record and be created prior to or after the visit.

The Agency Visit section can be found on an agency account record.

Scroll down to or click on the 3 bars next to the name and click on the Agency Visits section to expand

Click the + found on the right hand side of the section to create a new Agency Visit record

The New Agency Visit form will open

In the Name field – type Agency Visit {name of the agency you are meeting with}

Verify that the Agency field contains the name of the agency you are meeting with

Click the Save button

Primary Person Interviewed – Capture the name of the individual from the agency you will primarliy be meeting with. Additional attendees can be captured in the Meeting Attendees section. If the name of the individual you are meeting with does not appear in the search list, add the contact by clicking New and competing the Quick Contact form

Meeting Objectives – capture your meeting objectives

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12.1 How to set a meeting date within the Agency Visit recordIf you create the Agency Visit record prior to the meeting, you can add the meeting to your personal calendar from this form.

Click in the Meeting Date field and set the date and time of the meeting

Tick the Create Appointment checkbox to create the meeting on your calendar

Note – Once the appointment is created, you can forward it on to other attendess if desired. This can be done from your Outlook calendar or by opening the appointment in the Activity section within the Agency Visit record.

Once the meeting has occurred, complete the remainder of the Agency Visit record

12.2 How to add Meeting Attendees to an Agency VisitLIG and Agency attendees will be added using the same steps

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Within the LIG meeting attendee section, click the Add New Record button

Begin to type the name of the attendee. If the individual already exisits within CRM, the name will resolve or you will be presented with a selection list. If presented with a selection list, click the anme of the individual to add.

If the individual does not exist, click the magnifying and add the contact

Once you have added all the attendees, click the Save Changes button.

Complete these same steps to capture Agency attendees.

12.3 Finalize the Agency VisitClick the complete date field and log the date the meeting was held.

Use the Concerns/Issues section to capture your notes from the meeting

If it was determined that a follow-up meeting needed, set the date in the Next meeting Date field. This will create a new Agency Visit record using the data from the existing and will create a new appointment on your calendar.

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13 Bing Maps13.1 How do I find Accounts near me?

The Bing Map functionality is accessed from an insured or agency account record.

Click the Find Nearby option below the ribbon

Bing Maps will launch a new window within your browser

The default radius is 10 miles. Enter a different radius and click Find Nearby Accounts to change the radius of your search

Click on a push pin or on an account in the Nearby Accounts section to display basic information about the account. Click on Open Record to open the full account record.

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13.2 How to search accounts near a specific addressClick the Adress button in the Search box

Enter any part of an address in the address field and set your mile radius

Click Find Nearby Accounts

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13.3 How do I map accounts from an account system or personal view

From an insured or agency account view, you can map all or map only selected accounts

To map selected accounts, place a next to each account you wish to map

Click the Map Selected option under the ribbon

To map all accounts in a view, simple click Map All under the ribbon

Personal views can be built to allow you to map specific accoutns based on specific criteria

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14 Loss Prevention Survey14.1 How do I create a LP Pre-Quote Survey

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15 Agency Profile15.1 How do I update general information about the agency

Information about an agency is updated on the agency’s record.

All fields without a lock symbol can be updated. Click in a field to enter the data

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15.2 How do I update an agency’s target marketsThe Agency Target Market section contains the various market types. Clicking the Yes/No field will toggle between answers. If a market type is not listed, enter the data in the Target Market Other field. Periodically, Dave will gather the information entered into the Other field and decide if another category should be added to the list

15.3 How do I update our multi and mono line competitors at an agency

The competitor section can be found on an agency account record.

The process to add a multi or mono line competitor is the same.

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Click the Add New Record in the appropriate section.

Click the dropdown arrow in the empty field to view the list of competitors. Click on a name to add.

Repeat this process until all competitors are added. Use the scrollbar to view additional competitors

Once all competitors have been added, click the Save Changes button.

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15.4 How to rank the competitorsOnce competitors have been added, they can be ranked (1, 2, or 3).

To add a ranking number, click the white space under the Ranking column across from the name of the competitor.

Click the dropdown arrow to view the ranking list

Click the number of the rank to assign it to a competitor.

Repeat these steps to rank additional competitors.

Click Save Changes when finished

15.5 How to I add goals, objectives or notes to an agencyNotes, objectives and goals can be added for an ageny in the Notes section found in the midle of the agency record. Click on the Notes heading then click Enter a note to begin a new note

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Provide a Title for the note then enter your information in the body section of the note.

You can also attach a document to your note by click on the Attach button. Only one attachment can be added per note. There is no limit to the number of notes you can add.

Click Done when complete to save.

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To edit an existing note, click on the note to open it, make your edits, click Done to save

15.6 How to view policies written through an agency

Policies written through an agency can be viewed in the Policy section on an agency record. 63

Scroll down to or click on the 3 bars next to the name and click on the Policies section

There are multiple ways to view policy information. Click the down arrow next to the active policy view.

Click on the view you wish to use from the list.

To view the details of the policy, click on the name of the policy to open

The policy record will open and display basic information about the policy and any associated claims

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15.7 How to view Agency Performance Summary reportsPerformance Summary reports for an agency can be viewed in the Agency Performance Summary section on an agency record.

Scroll down to or click on the 3 bars next to the name and click on the Agency Performance Summary section

Each agency will have a summary report per month per company.

To view the details of the summary, click on the name of the summary to open

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15.8 How to View Agency VisitsUpcoming or previously recorded Agency Visits can be viewed in the Agency Visit tab on an agency record.

Scroll down to or click on the 3 bars next to the name and click on Agency Visits

To open an agency visit, click on the name hyperlink

The Agency Visit record will open 66

For help on creating a new Agency Visit, see Chapter 12 Agency Visit in this document

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16 Insured Account Profile16.1 Summary Section – Account Information

Information about an insured is updated on the insured’s record.

All fields without a lock symbol can be updated. Click in a field to enter the data

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Name = Name of the insured account, populated via integration from Point Site# = populated via integration from Point Parent Account = if an account is a satellite office, its parent will be listed here,

populated via integration from Point Account Number = Symbol + Policy number make up the account number. If the

account is a satellite office it will be followed by S#####, populated populated via integration from Point

Phone = populated via integration from Point Fax = add or edit a fax number Website = add or edit the company’s website address, a facebook url can also be

used Max Employees (Shift) = max of number of employees the account will have in its

facility at one time, populated via integration from Point Territory = can be populated with the LIG territory the accounts falls under (North,

South, East West) County = can be populated with the Pennsylvania county the account physically

resides in Account Type = Insured, populated via integration from Point Agency = the agency the policy was written through, populated via integration from

Point Agent = the agent at the agency the policy was written through, populated via

integration from Point State Certified Company = does the account participate in the state certified safety

program State Certified Date = date the account needs to renew their certification with the

state Address = address for the insured account. Geographical depiction via Bing Maps

16.2 Summary Section – Current Policy StatusInformation in the Current Policy Status section is updated integration from Point

Policy Premium = current policy premium amount, populated via integration from Point

Total Incurred (Claims) = total amount incurred {Paid + Reserves} for all claims for the account; all modules under the same policy number, populated via integration from Point

Total Claims = total number of claims for the account, all modules under the same policy number, populated via integration from Point

Open Claims = total number of open claims for the account, all modules under the same policy number, populated via integration from Point

Customer Status = will equal Active, Non-Renewal Customer or Declined, populated via integration from Point

In Litigation = is the account currently in litigation, populated via integration from Point

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16.3 ContactsContacts are managed manually by the LIG employees.

Only one contact can be listed as the primary contact on the account

If the contact is a state certified safety contact the value will equal Yes

16.4 Account TeamThe Account team displays the LIG employees assigned to the account

Each of these fields can be manually updated on the Insured account record

UW / TM – will be populated initially via integration from Point

LP Consultant – will be manualy assigned by the LP Manager – Janice

Claims Adjuster - will be populated initially via integration from Point

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16.5 Doing Business AsIf an Insured does business under a different name, that account will be listed in the DBA section.

16.6 Recent OpportunitiesQuotes are label as Opportunities within CRM. If an account has an open new business or renewal quote, it will be listed here

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16.7 Satellite Office LocationsIf an Insured account has satellite offices in Point, they will be reflected here. Clicking the name will open the Insured Satellitle account record

16.8 ClaimsAll claims for the Insured account will be displayed, this information is populated via integration from Point.

Note: Information will not flow backwards from CRM into Point or Advanced Claims

Clicking on the name of the claim will open that claim record within CRM.

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16.9 Insured VisitsLists all Insured Visits for an account that have occurred or are currently scheduled.

Clicking on the name of an insured visit will open its record.

For instructions on how to create a new Insured Visit, see Chapter 11 Insured Visit in this document

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16.10 PoliciesThe Policy section lists all policies for the insured.

Note: Information will not flow backwards from CRM into Point or Agency Link

Clicking on the Policy Name will open the policy record

Basic information regarding the policy as well as claims attached to the policy will be displayed on the policy record.

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16.11 LP SurveysThe LP Survey section will list all LP Surveys completed by the Loss Prevention team for the Insured account.

Clicking on the name of the LP Survey will open the full LP Survey record.

To view documents or photos that an LP Consultant attached to the survey, click the down arrow next to the Insured Account name in the blue ribbon then click Documents

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The SharePoint document association view will open, click on a document or image to view

For information on how to create a LP Survey, see Chapter 9 Trans Sheet Management, Section 9.3 Trans Sheet Phase 2 – LP Request in this document.

For information on how to complete a LP Survey, see Chapter 14 Loss Prevention Survey in this document.

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17 Microsoft User GuideFor more information on working with Microsoft Dynamics CRM, please refer to the Microsoft Dynamics CRM Users Guide. The guide is free to download, and can be found at http://www.microsoft.com/en-us/download/dynamics.aspx.

Training and Adoption Kit for Microsoft Dynamics CRM

http://www.microsoft.com/en-us/dynamics/crm-customer-center/training-adoption-kit-for-microsoft-dynamics-crm.aspx

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