CHAPTER 2: USER EXPERIENCE ENHANCEMENTS

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1 Chapter 2: User Experience Enhancements CHAPTER 2: USER EXPERIENCE ENHANCEMENTS Objectives Introduction The objectives are: View sub-grids and notes in the Microsoft Dynamics CRM Outlook client. Use a clickable link in the Microsoft Dynamics CRM Outlook client. Describe the Microsoft Lync integration with Microsoft Dynamics CRM. Explain the concept of asynchronous promotion. Create charts with multiple series or multiple categories. Apply a top or bottom filter to a chart. Design area and stacked charts. Explain the concept of walls. Create a manual post. Use comments and mentions. Follow and unfollow an entity. Add a feed to a dashboard. Explain the functionality available in the Microsoft Dynamics CRM Mobile Application. User experience includes the ease of accessing and reporting on Microsoft Dynamics CRM records. Microsoft Dynamics CRM November 2011 Service Update improves the user experience by providing more options for accessing and displaying information. Microsoft Dynamics CRM November 2011 Service Update includes increased functionality in four key areas related to user experience: Outlook client Chart visualization Activity feeds Microsoft Dynamics CRM Mobile Application 2-1

2 What s New in Microsoft Dynamics CRM November 2011 Service Update Outlook Client Increased capabilities in the reading pane in the Microsoft Dynamics CRM client for Outlook display more information for your CRM entities. This includes subgrids to display multiple related records such as activities and clickable links to quickly access associated records. Chart visualization capabilities were introduced in Microsoft Dynamics CRM Microsoft Dynamics CRM November 2011 Service Update adds new chart types and functionality. You can now include multiple series or multiple categories in your charts to compare different measures. Then, you can display the results of these comparisons in area and stacked charts. You can also apply top or bottom filters to refine your results. The Activity Feeds solution, available for download from the Microsoft Dynamics Marketplace, introduces the concept of walls as a way to communicate and find updated information about your key CRM records. You can post and comment on the activity feeds displayed on different walls within Microsoft Dynamics CRM. When you follow an entity, the activity feed for that entity appears on your personal wall for easy access and updates. You can use mentions in posts to automatically link to other CRM records. The Microsoft Dynamics CRM Mobile Application also displays activity feeds, walls, and CRM records on your mobile phone using Windows Phone 7.5. Microsoft Dynamics CRM November 2011 Service Update includes improvements to the Microsoft Dynamics CRM Outlook client to provide functionality similar to the Microsoft Dynamics CRM web client. These improvements give you additional information and the ability to interact with that information quickly. Sub-grids and Notes If you use the Microsoft Dynamics CRM Outlook client, you can view details about a record by using the reading pane functionality of Microsoft Outlook. However, if you use the Microsoft Dynamics CRM web client, you can also view sub-grids and notes for selected records in a web form. For example, you can view multiple activities and notes for a selected customer. Microsoft Dynamics CRM November 2011 Service Update improves Microsoft Dynamics CRM Outlook client display capabilities to resemble those of the web client. Within the reading pane in Microsoft Outlook, you now can view both sub-grid and note information. If you switch between the Microsoft Dynamics CRM Outlook client and the web client, you can view the information in similar formats in both clients. 2-2

3 Clickable Links Chapter 2: User Experience Enhancements Within the Microsoft Outlook reading pane, lookup fields appear as clickable links. You can use these clickable links to quickly access additional windows and records in Microsoft Dynamics CRM. For example, when you click a record's Address the following events occur: The message opens in Microsoft Outlook The address populates the To field Track in CRM is selected Regarding Object is set to the selected record NOTE: For secondary organizations, the Track in CRM button is not selected and the Regarding Object is not set. Microsoft Lync Integration Microsoft Lync integration is now available in the Microsoft Dynamics CRM Outlook client reading pane. You can communicate with other users through Microsoft Lync, and view their information including positions, pictures, location, and skills. You can access Microsoft Lync presence information. This includes availability and contact options, by clicking the Microsoft Lync icon displayed next to users. Microsoft Lync integration is also available on phone numbers within the Microsoft Dynamics CRM Outlook client. You click the Microsoft Lync icon to begin a phone call to the selected record. Microsoft Lync integration in the Microsoft Dynamics CRM Outlook client is available for Microsoft Dynamics CRM online and on-premise users. Asynchronous Promotion The concept of asynchronous promotion improves the performance of the Microsoft Dynamics CRM Outlook client by reducing the number of communications between the Microsoft Outlook client and the Microsoft Dynamics CRM server. In earlier versions of the Microsoft Dynamics CRM Outlook client, when you clicked Track in CRM to track an message in CRM there were two communications to the Microsoft Dynamics CRM server to: Obtain the tracking token. Create the activity in CRM. 2-3

4 What s New in Microsoft Dynamics CRM November 2011 Service Update Chart Visualization To reduce the time involved in these communications, a tracking token cache is now created on the client to prevent the need to communicate with the CRM server for a tracking token every time. When the message is sent, the activity is created on the CRM server afterward. These improvements to message promotion in Microsoft Dynamics CRM address performance by minimizing and simplifying communications with the Microsoft Dynamics CRM server. Microsoft Dynamics CRM 2011 introduced the chart designer that you can use to create charts that dynamically display CRM data. Using the CRM SDK, you can additionally change these charts and include new chart types. Microsoft Dynamics CRM 2011 improves these capabilities, by adding new functionality and chart types to the chart designer. Multiple Series To create a chart in Microsoft Dynamics CRM, you select data for both the category (horizontal) axis and the series (vertical) axis. For example, you might select Opportunity for the category and Actual Revenue as the series. But in the past, you were limited to selecting only one data point as the series. FIGURE 2.1 CHART WITH A SINGLE SERIES 2-4

5 Chapter 2: User Experience Enhancements Previously, to include multiple series in a chart, you would have to export the chart definition to XML and edit it manually. This required knowledge of XML and familiarity with the CRM SDK. With Microsoft Dynamics CRM 2011 November Service Update, you can include multiple series in a chart with the chart designer. You can compare multiple data points when you use multiple series in a single chart. For example, you can compare Actual Revenue and Estimated Revenue. FIGURE 2.2 CHART WITH MULTIPLE SERIES The two series appear in the same graph for comparison. 2-5

6 What s New in Microsoft Dynamics CRM November 2011 Service Update You can select up to five series items with one category. Each series can use different chart types. For example, you could display Actual Revenue as a bar chart and Estimated Revenue as a line chart. FIGURE 2.3 CHART WITH MULTIPLE SERIES AND DIFFERENT CHART TYPES By using different chart types, you can identify the different series visually. Procedure: Create a Chart with Multiple Series Creating a chart with multiple series resembles creating a chart with a single series. To create a chart with multiple series, follow these steps: 1. Locate the item in CRM to be used as the basis for the chart. For example, click Sales and then click Opportunities. Then select Closed Opportunities from the View list. 2. On the ribbon, click the Charts tab. 2-6

Chapter 2: User Experience Enhancements 3. Click New Chart and the chart designer appears. FIGURE 2.4 CHART DESIGNER WINDOW 4. Enter a name for the chart at the top of the Chart Designer. 5.

7 Chapter 2: User Experience Enhancements 3. Click New Chart and the chart designer appears. FIGURE 2.4 CHART DESIGNER WINDOW 4. Enter a name for the chart at the top of the Chart Designer. 5. In the Legend Entries (Series) section, select a field from the Select Field list. This field is a series (vertical axis) on the chart. For example, select Estimated Revenue. 6. Select the aggregate option for the series from the list. For example, select Sum. 2-7

8 What s New in Microsoft Dynamics CRM November 2011 Service Update 7. Click the Chart Type icon to select the chart type for the series. Column, Area, and Line charts can be selected for multiple series charts. FIGURE 2.5 CHART DESIGNER WINDOW 2-8

9 Chapter 2: User Experience Enhancements 8. Click Add a series. FIGURE 2.6 CHART DESIGNER WINDOW 9. Select a field from the Select Field list. This field is an additional series (vertical axis) on the chart. For example, select Actual Revenue. 10. Select the aggregate option for the series by using the list. For example, select Sum. 11. Click the Chart Type icon to select the chart type for the series. Column, Area, and Line charts can be selected for multiple series charts. 12. Repeat this process for up to five total series. 13. In the Horizontal (Category) Axis Labels section, select a field from the Select Field list. This field is a category (horizontal axis) on the chart. For example, select Opportunity to compare Actual Revenue and Estimated Revenue for each Opportunity. Or select Owner to compare Actual Revenue and Estimated Revenue for Opportunities by Owner. 2-9

10 What s New in Microsoft Dynamics CRM November 2011 Service Update NOTE: When you create a multiple series chart, you can only select one category. 14. Click Save and Close. 15. Review the resulting chart. FIGURE 2.7 CHART WITH MULTIPLE SERIES Multiple Categories You can also create charts by using multiple categories. The process resembles creating charts with multiple series, but you can create charts that compare multiple categories on the horizontal axis. For example, you can analyze estimated revenue for opportunities by both status and type. NOTE: You can use up to two category items and one series item on a multiple category chart. 2-10

Chapter 2: User Experience Enhancements Procedure: Create a Chart with Multiple Categories Creating a chart with multiple categories is similar to creating a chart with a single category.

11 Chapter 2: User Experience Enhancements Procedure: Create a Chart with Multiple Categories Creating a chart with multiple categories is similar to creating a chart with a single category. To create a chart with multiple categories, follow these steps: 1. Locate the item in CRM to be used as the basis for the chart. For example, click Sales and then click Opportunities. Then select Open Opportunities from the View list. 2. On the ribbon, click the Charts tab. 3. Click New Chart and the chart designer appears. 4. Enter a name for the chart at the top of the Chart Designer. 5. In the Legend Entries (Series) section, select a field from the Select Field list. This field is a series (vertical axis) on the chart. For example, select Estimated Revenue. 6. Select the aggregate option for the series by using the list. For example, select Sum. 7. Click the Chart Type icon to select the chart type for the series. Column, Bar, Area, and Line charts can be selected for Multiple Category charts. FIGURE 2.8 CHART DESIGNER WINDOW 8. In the Horizontal (Category) Axis Labels section, select a field from the Select Field list. This field is a category (horizontal axis) on the chart. For example, select Estimated Close Date. 9. Click Add a category. 10. Select a field from the Select Field list. This field is the additional category (horizontal axis) on the chart. For example, select Rating. 2-11

12 What s New in Microsoft Dynamics CRM November 2011 Service Update 11. Click Save and Close. 12. Review the resulting chart. FIGURE 2.9 CHART WITH MULTIPLE CATEGORIES Top and Bottom Filters Microsoft Dynamics CRM November 2011 Service Update improves the top and bottom filter capabilities of the chart designer. You can select from predefined top or bottom filter criteria such as Top 3 and Top 5, or you can enter a custom filter such as Top 20. Use a top or bottom filter to refine the results used in your graph. Select top or bottom filter criteria in the Legend Entries (Series) section of the chart designer. The top or bottom records are selected based on the aggregate selected for the series. For example, if Total Revenue is the series and Sum is the aggregate, a Top 5 filter would return the top five records based on Total Revenue. In the chart designer, clicking the Top/Bottom Rules icon for a series displays the following icons: Top X Rule -- to apply a top filter Bottom X Rule -- to apply a bottom filter Clear Rules -- to clear a previously applied filter 2-12

Select to apply a standard rule, Top 3 or Top 5, or select Custom to enter a custom filter. 4. If you select Custom, the Define Top X Items window appears. FIGURE 2.

13 Chapter 2: User Experience Enhancements Procedure: Applying a Top Filter To apply a top or bottom filter to a chart, follow these steps: 1. In the chart designer, in the Legend Entries (Series) section, click the Top/Bottom Rules icon. FIGURE 2.10 CHART DESIGNER WINDOW 2. Select the Top X Rule icon. 3. Select to apply a standard rule, Top 3 or Top 5, or select Custom to enter a custom filter. 4. If you select Custom, the Define Top X Items window appears. FIGURE 2.11 DEFINE TOP X ITEMS WINDOW 5. Enter the number of items to display in View Top field. For example, to display the top 10 items based on the series aggregate, enter Click OK. 7. Complete the chart definition. 2-13

14 What s New in Microsoft Dynamics CRM November 2011 Service Update 8. Click Save and Close. 9. Review the chart that was created. Area Charts Microsoft Dynamics CRM 2011 includes the following chart types in the chart designer: Column Bar Line Pie Funnel Microsoft Dynamics CRM 2011 November Service Update includes two new chart types: Area Stacked Area charts display a series (vertical axis) of data over time FIGURE 2.12 AREA CHART 2-14

Chapter 2: User Experience Enhancements Process: Create an Area Chart The process for creating an area chart resembles the process for creating other chart types.

15 Chapter 2: User Experience Enhancements Process: Create an Area Chart The process for creating an area chart resembles the process for creating other chart types. To create an area chart, follow these steps: 1. Locate the item in CRM to be used as the basis for the chart. For example, click Sales and then click Opportunities. Then select Closed Opportunities from the View list. 2. On the ribbon, click the Charts tab. 3. Click New Chart and the chart designer appears. 4. In the Legend Entries (Series) section, select a field from the Select Field list. This field is a series (vertical axis) on the chart. For example, select Actual Revenue. 5. In the Horizontal (Category) Axis Labels section, select a field from the Select Field list. This field is a category (horizontal axis) on the chart. Select a date field in order to create an Area chart. For example, select Actual Close Date. 6. In the Legend Entries (Series) section, select the Chart Type icon. FIGURE 2.13 CHART DESIGNER WINDOW 7. Click the Area chart icon, and select the Area chart type. 8. Click Save and Close. 9. Review the resulting report that displays Actual Revenue by Actual Close Date. 2-15

16 What s New in Microsoft Dynamics CRM November 2011 Service Update Stacked Charts In addition to the basic area charts type, Microsoft Dynamics CRM November 2011 Service Update also adds stacked chart functionality. Stacked charts display related category (horizontal axis) data proportionately within the chart. For example, use a stacked chart to display Opportunities by status and stacked by type. FIGURE 2.14 STACKED CHART New stacked chart types include the following: Area o Stacked area o 100% stacked area Column o Stacked column o 100% stacked column Bar o Stacked bar o 100% stacked bar 2-16

17 Chapter 2: User Experience Enhancements Each stacked chart type includes two charts. The standard stacked chart displays the proportional totals for each series. Activity Feeds FIGURE % STACKED CHART The 100% stacked chart compares the proportional totals across all series. To use a stacked chart, select the appropriate stacked chart by clicking the Chart icon in the chart designer. Then select multiple categories for the chart. Activity feeds display both manual and automatic posts on walls in Microsoft Dynamics CRM November 2011 Service Update. Activity feed can promote collaboration with other CRM users by providing updated information about events in CRM. You can interact with these posts through comments and following specific CRM entities. Activity feeds include several new concepts in Microsoft Dynamics CRM. These include the following: Walls are displays of activity feeds. Posts are events displayed on a feed. Comments are feedback recorded on a post. Follow/Unfollow are subscribe/unsubscribe actions for a CRM record's activity feed on your personal wall. Mentions are CRM record references included in a post. 2-17

18 What s New in Microsoft Dynamics CRM November 2011 Service Update Posts are generated both by system events such as creating an opportunity, and manually by users. Walls The activity feeds solution includes three kinds of walls: Record wall User record wall Personal wall Each kind of wall displays different activity feed information. FIGURE 2.16 RECORD WALL A record wall appears on the record's form in Microsoft Dynamics CRM and displays the latest activity feed for the record. For example, an Account has a record wall. This kind of wall displays posts: About the record. Where the record is mentioned. Created by the record. 2-18

19 Chapter 2: User Experience Enhancements NOTE: Walls must be enabled for the entity for a record wall to be displayed for a record. If an entity includes multiple forms, you must also enable the record wall control using the FormEditor. For information about enabling a record wall for an entity that includes multiple forms, see "Activity Feeds" in Chapter 1, Administration Enhancements. FIGURE 2.17 USER WALL 2-19

20 What s New in Microsoft Dynamics CRM November 2011 Service Update A user record wall resembles a record wall, but for the user's record in Microsoft Dynamics CRM. This kind of wall displays the same posts that a standard record walls displays. This includes posts: About the record. Where the record is mentioned. Created by the record. FIGURE 2.18 PERSONAL WALL A personal wall is a wall that displays information important to you. This kind of wall displays posts: About a record that you follow. Mentioning a record that you follow. About you. Mentioning you. Created by you. Access your personal wall within the Workplace and Sales areas in the What's New sub-area. The personal wall will show the most recent 20 feeds in order by time with the latest on top. 2-20

21 Manual (User) Posts Chapter 2: User Experience Enhancements Two kinds of posts appear on activity feeds. You can create manual (user) posts on a user or record's wall. The system automatically creates system (auto) posts based on events in Microsoft Dynamics CRM. When a user or the system creates a post, it may appear on multiple walls including the: Record wall where it is created. Personal wall of the user who creates the post. Record wall of any record mentions in the post. Personal wall of any user following the record where the post is created. Personal wall of any user following a record that is mentioned in the post. HINT: Your profile picture will appear next to your manual posts. To change your profile picture, click Workplace > What's New and then click Edit next to the generic image. 2-21

22 What s New in Microsoft Dynamics CRM November 2011 Service Update Procedure: Create a Manual Post To create a manual (user) post follow these steps: 1. Access the wall where you have to create a post. For example, your personal wall or a record wall. a. To access your personal wall, click Workplace and then click What's New. b. To access a record wall, access the record and then click the Record Wall tab. FIGURE 2.19 PERSONAL WALL - ENTERING A MANUAL POST 2. Type the post in to the text box at the top of the wall. 3. Press the Enter key. 4. Review post that appears on the wall. 2-22

System (Auto) Posts Chapter 2: User Experience Enhancements System (auto) posts are generated automatically in Microsoft Dynamics CRM based on events such as the closure of an opportunity.

Rules can be enabled or disabled by entity. Default rules exist for some events, use workflow or plug-ins to create auto posts for other events.

23 System (Auto) Posts Chapter 2: User Experience Enhancements System (auto) posts are generated automatically in Microsoft Dynamics CRM based on events such as the closure of an opportunity. The icon for the regarding entity appears next to the post on walls. FIGURE 2.20 SYSTEM (AUTO) POST Activity feeds rules control the auto posts created for an entity. Rules can be enabled or disabled by entity. Default rules exist for some events, use workflow or plug-ins to create auto posts for other events. Comments You can collaborate on and respond to system and manual posts by entering a comment. Comments are related to the original system or manual post. If the original post is deleted, the associated comments are also deleted. Procedure: Comment on a Post To comment on a post, follow these steps: 1. Locate the post you have to comment on. 2. Put your pointer over the post and the Comment button appears. FIGURE 2.21 ENTERING COMMENT ON A POST 3. Click the Comment button and a text box appears under the post. FIGURE 2.22 POSTED COMMENT 4. Enter the comment in to the text box and then press the Enter key. 5. Review the comment that appears on the post. 2-23

What s New in Microsoft Dynamics CRM November 2011 Service Update Follow and Unfollow To display the contents of a record's activity feed on your personal wall, you can follow the record.

When you follow a CRM Record, the following posts appear on your personal wall: Posts about the record (on the record wall). Posts mentioning the record.

24 What s New in Microsoft Dynamics CRM November 2011 Service Update Follow and Unfollow To display the contents of a record's activity feed on your personal wall, you can follow the record. You can unfollow a record to stop the posts from appearing on your personal wall. When you follow a CRM Record, the following posts appear on your personal wall: Posts about the record (on the record wall). Posts mentioning the record. In addition to following records such as accounts and opportunities, you can also follow other CRM users. When you follow another CRM user, the following posts appear on your personal wall: Posts about the user (on the user record wall). Posts mentioning the user. FIGURE 2.23 PERSONAL WALL - FOLLOW INFORMATION The number of records that you are following appears on your personal wall. Record walls display the number and names of followers for the selected record. Procedure: Follow an Entity You can follow and unfollow a CRM record from two locations in Microsoft Dynamics CRM. To follow a record from a view, follow these steps: FIGURE 2.24 FOLLOWING FROM A VIEW 2-24

25 Chapter 2: User Experience Enhancements 1. From a view, select the check box for the records you wish to follow. 2. Click Follow on the ribbon. To follow a record from a record or user record wall, follow these steps: FIGURE 2.25 FOLLOWING FROM A RECORD WALL 1. Locate the record wall or user record wall. 2. Click Follow. NOTE: A user can follow up to 500 records. These include inactive records. Mentions Mentions reference other CRM records in posts and comments. By referencing a CRM record such as an account, the post or comment will appear on the record's wall. HINT: Mentions can be included in posts that are created programmatically including a slug in the ID, "Display String"]. 2-25

What s New in Microsoft Dynamics CRM November 2011 Service Update To use a mention in a post, type the "@" symbol in the text field. A list appears showing the user's seven most recently used records.

26 What s New in Microsoft Dynamics CRM November 2011 Service Update To use a mention in a post, type the "@" symbol in the text field. A list appears showing the user's seven most recently used records. FIGURE 2.26 USING A MENTION The list displays an icon to identify the kind of record such as account, contact, or user. Next to the icon you will see the full display name of the record and a quick description of the record type. As you type, the list will update to match your entry. You can click the Look up more records link that appears in the list to search for a specific record. Mentions are listed as hyperlinks in the post or comment. Click the mention to open the associated record in Microsoft Dynamics CRM. Procedure: Use a Mention in a Post To use a mention in a post, follow these steps: 1. Access the wall where you want to create a post. 2. Type your post in the text field at the top of the wall. 3. Type the "@" symbol in the text field where you want to create the mention. 2-26

27 Chapter 2: User Experience Enhancements 4. Select the record from the list, or select the Look up more records link to search for a record. FIGURE 2.27 LOOK UP RECORD WINDOW 5. If you select Look up more records, the Look Up Record window appears. 6. Select the check box for the record to include in the mention. 7. Click OK. 8. Complete the text for the post and then click Enter. 9. Review the post. 10. Click the Mention hyperlink to open the mentioned record. 11. Click the record wall tab for the mentioned record. 12. Confirm that the record wall also contains the post. NOTE: Only the first 30 characters of a record name displays in a post or comment followed by ellipsis (...). You can put your cursor over the record name to view the tooltip which will display the full name. 2-27

What s New in Microsoft Dynamics CRM November 2011 Service Update Feeds and Dashboards Activity feeds from your personal wall can be displayed in a dashboard in Microsoft Dynamics CRM together with

28 What s New in Microsoft Dynamics CRM November 2011 Service Update Feeds and Dashboards Activity feeds from your personal wall can be displayed in a dashboard in Microsoft Dynamics CRM together with charts, grids, IFRAMEs, and other web resources. FIGURE 2.28 ACTIVITY FEED ON DASHBOARD NOTE: Only personal walls are currently supported on dashboards. Procedure: Add a Feed to a Dashboard To add the activity feed from your personal wall to a dashboard, follow these steps: 1. Click Workplace and then click Dashboards. 2. On the ribbon, in the Dashboards tab, click New. 3. Select a layout, then click Create. 4. The Dashboard window appears. 5. Type a Name for the dashboard. 2-28

29 Chapter 2: User Experience Enhancements 6. Click the Web Resource icon within one of the sections of the dashboard. FIGURE 2.29 ADD WEB RESOURCE WINDOW 7. The Add Web Resource window appears. 8. Click the web resource Lookup button. 9. The Look Up Record window appears. 2-29

30 What s New in Microsoft Dynamics CRM November 2011 Service Update FIGURE 2.30 LOOK UP RECORD WINDOW 10. Select Form Enabled Web Resources from the View list. 11. Search for Personal Wall. 12. The Display Name is Personal Wall. 13. The Name is msdyn_/personalwall.htm. 14. Select the check box for the Personal Wall web resource. 15. Click OK. 16. Finish designing the other sections of the dashboard if needed. 17. Click Save and Close. 18. The dashboard appears in a new window. 2-30

31 Chapter 2: User Experience Enhancements Microsoft Dynamics CRM Mobile Application The Microsoft Dynamics CRM Mobile Application provides access for you to view and interact with activity feeds from your mobile phone. You can also view CRM records to stay updated and informed while out of the office. Overview The Microsoft Dynamics CRM Mobile Application includes access to the following CRM components: What's New (personal wall) Record walls Record pages Views With the Mobile Application, you can view and respond to posts on your personal and record walls. You can also access read-only versions of CRM records enabled for user records and any entity enabled for Mobile Express. Access Information To access the What's New (personal wall), click the What's New link on the Microsoft Dynamics CRM Mobile Application home page. You can interact with the personal wall much the same way you interact with the Microsoft Dynamics CRM web client. You can create posts and comment on posts. However, you cannot include mentions in your posts and comments. Record walls are also available in Microsoft Dynamics CRM Mobile. To access a record wall: 1. Locate the record in Microsoft Dynamics CRM Mobile by clicking the appropriate record type from the home page. 2. Select the appropriate record from the view. The record opens and displays the fields that are defined in CRM for the primary mobile form. 3. Click the Wall link at the top of the record to display the record wall. In addition to displaying activity feeds, you can access read-only CRM record pages by using the Microsoft Dynamics CRM Mobile Application. Both the form and the wall are available from the same location by clicking either the Wall link or the Record link at the top of the record. If the entity is not enabled for activity feeds, the Wall link is not available. 2-31

32 What s New in Microsoft Dynamics CRM November 2011 Service Update The field that is identified as the Primary Attribute in CRM appears at the top of the record. Empty fields are not displayed. If a referenced record in a lookup is also enabled for Mobile Express in CRM, the lookup is displayed as a hyperlink. Click the hyperlink to move to the referenced record. Although you cannot create new or edit existing records, you can interact with the record data by clicking: A phone number to dial a phone number. An address to start the Maps application. An address to start an message. A URL to start the web browser. NOTE: Only out-of-the-box entities are supported for address map capabilities. To locate a record in the Microsoft Dynamics CRM Mobile application, select the record type from the home page. The default view for the entity appears. You can switch to other defined views by clicking either the current view name or the Folder icon. The Pick View window appears, and you can select a new view. You can also use the Search icon to locate a record. Click a record to open it. From the Microsoft Dynamics CRM application home page, click the gear icon to access the Settings and About pages. Use the Settings page to manage the logon used for Microsoft Dynamics CRM. The About page displays client and server version information for Microsoft Dynamics CRM. 2-32

33 Chapter 2: User Experience Enhancements Summary Microsoft Dynamics CRM November 2011 Service Update includes multiple improvements to the user experience. When you work in the Microsoft Dynamics CRM Outlook client, you can access information in a format similar to the web client including sub-grids and notes. With the integration of Microsoft Lync functionality, you can view presence information for people and begin communication. Increased chart visualization capabilities include new chart types such as area charts and stacked charts to provide more options for analyzing data over time and including multiple categories. You can also create comparative graphs including multiple categories or multiple series. Activity feeds provide an interactive medium for users to collaborate on and discuss records in Microsoft Dynamics CRM. Record and personal walls display both system and manually created posts, and you can comment on these posts. Activity feeds capability is available through Windows Phone 7.5 by using the Microsoft Dynamics CRM Mobile Application so that you can collaborate and stay updated from your mobile phone. 2-33

34 What s New in Microsoft Dynamics CRM November 2011 Service Update Test Your Knowledge 1. Which of the following walls are available in Microsoft Dynamics CRM? (Select two answers) ( ) Administration wall ( ) Organization wall ( ) Personal wall ( ) Record wall 2. Which of the following is not possible in the Microsoft Dynamics CRM Mobile Application? ( ) Create a post on a record wall ( ) Create a post on your personal wall ( ) Use a mention in a post ( ) View a record 3. Which of the following are new chart types in Microsoft Dynamics CRM November 2011 Service Update? (Select two answers) ( ) 100% stacked bar chart ( ) Scatter chart ( ) Stacked area chart ( ) Stacked line chart 4. With asynchronous promotion of messages in the Microsoft Dynamics CRM Outlook client, when are activities created on the Microsoft Dynamics CRM server? ( ) After the message is sent. ( ) Before the message is sent. ( ) One time per day, based on a predefined schedule. ( ) Immediately after Track in CRM is clicked. 2-34

35 Quick Interaction: Lessons Learned Chapter 2: User Experience Enhancements Take a moment and write down three key points you have learned from this chapter

36 What s New in Microsoft Dynamics CRM November 2011 Service Update Solutions Test Your Knowledge 1. Which of the following walls are available in Microsoft Dynamics CRM? (Select two answers) ( ) Administration wall ( ) Organization wall ( ) Personal wall ( ) Record wall 2. Which of the following is not possible in the Microsoft Dynamics CRM Mobile Application? ( ) Create a post on a record wall ( ) Create a post on your personal wall ( ) Use a mention in a post ( ) View a record 3. Which of the following are new chart types in Microsoft Dynamics CRM November 2011 Service Update? (Select two answers) ( ) 100% stacked bar chart ( ) Scatter chart ( ) Stacked area chart ( ) Stacked line chart 4. With asynchronous promotion of messages in the Microsoft Dynamics CRM Outlook client, when are activities created on the Microsoft Dynamics CRM server? ( ) After the message is sent. ( ) Before the message is sent. ( ) One time per day, based on a predefined schedule. ( ) Immediately after Track in CRM is clicked. 2-36

Microsoft MB2-707 Exam

Microsoft MB2-707 Exam Volume: 90 Questions Question No: 1 In Microsoft Dynamics CRM, you create a custom Event entity tor storing events and a custom Event Type entity for storing possible Event Types for events. You want to