c360 Relationship Explorer/Charting User Guide

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1 c360 Relationship Explorer/Charting User Guide Microsoft Dynamics CRM 4.0 compatible c360 Solutions, Inc. Page 1 12/21/2010

2 Table of Contents c360 Relationship Explorer/Charting User Guide... 1 Table of Contents... 2 Relationship Explorer/Charting... 3 Overview... 3 Accessing Relationship Tree... 6 Viewing Relationship Tree... 7 c360 Relationships Configuring c360 Relationships - Defining Relationship Types Microsoft CRM Relationships vs c360 Relationships Creating c360 Relationships between CRM records Removing c360 Relationships between CRM records Configuring Multiple column names to display in the Relationship Tree Configuring Relationship Explorer Preferences Accessing Relationship Charts Admin Page Advanced Configuration: Creating Relationship Charts Location: Creation: Design: Ghosts: Adding nodes to existing chart: Realign: Special Features: Saving: Printing: Troubleshooting Q1: I cannot see the Relationship Explorer link in CRM? Q2: I cannot add a new c360 Relationship in CRM? Q3: I do not see some entities in the Relationship Explorer tree? Q4: I have checked an entity to Roll-up but I don t see it in the Relationship Explorer Tree? Q4: The Relationship Chart Tab is not showing on Relationship Explorer Page 2 of 49 12/21/2010 c360 All Rights Reserved

3 Relationship Explorer/Charting Overview c360 Solutions Relationship Explorer is a Microsoft CRM enhancement that improves and extends the relationship display and linking capabilities of Microsoft CRM. There are 2 distinct ways in which to create and view relationships between entities within c360 Solutions Relationship Explorer: 1) Relationship Tree 2) Relationship Charts The Relationship Tree component uses an intuitive tree-based structure to display all relationships that exist between entities within Microsoft CRM. In addition, Relationship Tree includes the c360 Relationships solution that provides organizations the ability to allow CRM users to create additional relationships outside of Microsoft CRM. Relationship Tree allows Microsoft CRM users to: - From any CRM record, see all relationships (Standard relationships and c360 Relationships) that exists between CRM entities (including custom entities) in an intuitive hierarchical tree-based structure - See a complete view of any CRM record s relationship hierarchy in a single place - Set user preferences to determine how the relationship tree should display including which entities to include/exclude, which entities to display in detail and which to summarize - Immediately see a count of relationships by entity type - Define and create custom c360 Relationships between entities not possible through CRM Page 3 of 49 12/21/2010 c360 All Rights Reserved

Figure 1: The Relationship Tree view discovers and displays all

5 The Relationship Chart component uses cutting edge technology (Microsoft Silverlight) combined with Microsoft CRM platform to produce complex organizational and customer relationships charts. c360 Relationship Charts Add On includes the following features: - Create relationship charts for Account, Contact and Opportunity entities. - Create Many-To-Many relationships between Accounts and Contacts. - Drag and Drop functionality to easily structure the chart. - Automatic Realign of chart. - Zoom In and Zoom Out for better visualization of chart. - Undo and Redo latest operations. - Full screen mode. - Wizard to quickly create chart. - Set attributes (icons and text) for Account or Contact chart nodes. - Set attributes (icons and text) for Account or Contact chart relationships. - Quick access to account and contact form of Microsoft CRM. - Collapse mode to minimize the presented data. - Print capability to print the chart. - Support for advanced find queries using chart data. - Full integration with Microsoft CRM security model. Page 5 of 49 12/21/2010 c360 All Rights Reserved

Accessing Relationship Tree Relationship Explorer can be accessed from the left navigation bar on the entity form by clicking the Relationship Explorer icon. See Figure 2.

6 Accessing Relationship Tree Relationship Explorer can be accessed from the left navigation bar on the entity form by clicking the Relationship Explorer icon. See Figure 2. Figure 2: Relationship Explorer icon Relationship Explorer Tree can be configured to work with the following CRM entities: Leads, Contacts, Accounts, Opportunities, Quotes, Orders, Invoices, Cases, Contracts, Custom entities. Relationships Chart can be configured for Accounts, Contacts and Opportunities only. Page 6 of 49 12/21/2010 c360 All Rights Reserved

Viewing Relationship Tree From any CRM record, Relationship Tree displays all relationships that exist between CRM entities (including Custom Entities) in an intuitive tree-based structure.

7 Viewing Relationship Tree From any CRM record, Relationship Tree displays all relationships that exist between CRM entities (including Custom Entities) in an intuitive tree-based structure. Users can set individual preferences to determine how the relationship tree should display including which entities to display, which entities to exclude and which to summarize. Figure 3 shows the Relationship Explorer tree for an Account record. Figure 2: Relationship Tree for an Account entity Page 7 of 49 12/21/2010 c360 All Rights Reserved

8 The starting node of the Relationship Tree is always the entity from which Relationship Explorer is launched. Some features of the Relationship Tree are: - Users can select which entities to display in the relationship explorer tree via Preferences - Users can also specify to display the related entities in detail on the header node or display them rolled-up grouped by entity type - When the display is set to roll up, Relationship Explorer displays the count of the related entities on the header node - Entity type node (where relationships have been rolled-up) can be expanded to display the relationships below them - Entity record can be expanded to see the relationships whereby the selected entity will act as the starting node for that portion of the relationship explorer tree - Every entity record can be launched by double clicking the corresponding node. - Entity record node displays the entity icon, entity name followed by the relationship name in italics. Every relationship can be seen from both sides. So if an Opportunity is related to an Account, Relationship Explorer will show that relationship from both entities So from the example in Figure 2, the starting node is the Account from which Relationship Explorer is launched and only the Account, Contact, User, Cases and Opportunity entities have been set to Display in the Relationship Explorer tree and in addition, the Account, Contact, User, Cases and Opportunity entities have also been set to Roll-up. Page 8 of 49 12/21/2010 c360 All Rights Reserved

9 Note about Relationship Name Based on the direction of the relationship, the relationship name is enclosed in a bracket to indicate that the relationship name is from the reverse direction. Figure 3: Viewing Relationship name from the forward direction So in Figure 3, the relationship name does not have a bracket which indicates a forward direction so the relationship name can be interpreted as Parent Account of Bike Boutique is Raman Corp. Figure 4: Viewing Relationship name from the reverse direction In Figure 4, the relationship name is enclosed in brackets which indicates a reverse direction so the relationship name is applicable from the reverse side so Raman Corp is the Parent Account of Bike Boutique. Page 9 of 49 12/21/2010 c360 All Rights Reserved

c360 Relationships The c360 Relationships provide organizations the ability to define relationships and create relationship links between entities not possible through Microsoft CRM.

10 c360 Relationships The c360 Relationships provide organizations the ability to define relationships and create relationship links between entities not possible through Microsoft CRM. The c360 Relationships are displayed in the Relationship Explorer tree along with the standard CRM relationships. All the c360 Relationships have the label (c360 Relationship) for quicker identification. See Figure 10 for an illustration. Figure 10: Viewing c360 Relationships Configuring c360 Relationships - Defining Relationship Types To configure c360 Relationship types you must be logged in as a user with the Microsoft CRM System Administrator role. Once logged in, navigate to Settings -> c360 Settings -> Relationship Explorer / Charting Settings link. This is shown on Figure 11. Page 10 of 49 12/21/2010 c360 All Rights Reserved

Figure 11: Accessing Relationship Explorer Settings Clicking on the Relationship Explorer / Charting Settings will launch the Relationship Type

11 Figure 11: Accessing Relationship Explorer Settings Clicking on the Relationship Explorer / Charting Settings will launch the Relationship Type settings screen from where you can define and configure c360 Relationships. Figure 12 illustrates this screen. Page 11 of 49 12/21/2010 c360 All Rights Reserved

12 Figure 12: Configuring Relationship Type The Relationship Type screen lists any relationship types that have been created if they exist. To create a new relationship type, click the New icon button. The screen in figure 13 will appear. Page 12 of 49 12/21/2010 c360 All Rights Reserved

Figure 13: Defining c360 Relationships This screen allows you to configure the following items: Relationship Name the name of the relationship you will be creating between the parent and child

13 Figure 13: Defining c360 Relationships This screen allows you to configure the following items: Relationship Name the name of the relationship you will be creating between the parent and child entities. For example, you may want to link accounts to their resellers. Reverse Relationship Name By default, c360 Relationships shows the relationship between two records regardless of which of the two records you are viewing. For this reason, it is important to be able to define separate labels for the relationship. An example of this is the concept of linking an Account to a System User. So, if User Clay Sills is the Technical Manager of Account record Acendex, then when I will want to see the reverse relationship also which will indicate that Acendex is the Managed Account of Clay Sills. Figure 14 illustrates this concept Page 13 of 49 12/21/2010 c360 All Rights Reserved

14 Figure 14: Seeing both sides of a c360 Relationship Parent and Child Entity These picklist controls allow you to select which CRM record types the relationship may exist between. The list of entities in the Parent and Child entity drop down boxes are the list of all entities in CRM including Custom entities. For example, if you are creating a relationship to shows which Users are Account Mangers to which Accounts then select Account as the Parent Entity and User as the Child Entity. Add Once you have completed all the required information you may click the add button to add the relationship to the Relationship Definitions list box shown at the bottom of figure 5. Remove Clicking this will remove the selected Relationship Definition in the Relationship Definition list box. Page 14 of 49 12/21/2010 c360 All Rights Reserved

15 Microsoft CRM Relationships vs c360 Relationships Microsoft CRM lets you define and create relationships through the concept of Customer Relationships and Opportunity Relationships between the following CRM entities 1. Accounts linked to Contacts 2. Accounts linked to Accounts 3. Contacts linked to Contacts 4. Contacts linked to Accounts 5. Accounts linked to Opportunities 6. Contacts linked to Opportunities c360 recommends using the standard Microsoft CRM relationship structure for defining and creating the above 6 relationships types. For all other relationship types (Users linked to Accounts, Contacts linked to Users), the c360 Relationship structure should be used. Creating c360 Relationships between CRM records Once you have defined your relationship types you are now ready to create c360 Relationships between the defined entities. The More Actions menu on the Relationship Explorer header grid lets you add or remove the c360 Relationships. (See Figure 15) Page 15 of 49 12/21/2010 c360 All Rights Reserved

16 Figure 15: More Actions menu that lets you add or remove c360 Relationship Let s look at an example of linking Accounts to show the Account Manager. We ll consider an example where we want to add User Arvind Raman as the Account Manager of Acendex. I will select and highlight the Account record in the tree node click on New c360 Relationship from the More Actions menu (See Figure 16). Page 16 of 49 12/21/2010 c360 All Rights Reserved

17 Figure 16: Highlighting an Account so a c360 Relationship can be created Having clicked on New c360 Relationship, the Add Relationship screen appears and I search on the Child entity for the User entity I want to link to and complete the information. Figure 17 shows the Search screen and Figure 18 shows the completed Add Relationship screen. Page 17 of 49 12/21/2010 c360 All Rights Reserved

Figure 17: Search screen for adding the child entity in a c360

Figure 18: Add c360 Relationship Screen Having completed the Add Relationship form, I click the Save and Close button and the form closes and the c360

19 Figure 18: Add c360 Relationship Screen Having completed the Add Relationship form, I click the Save and Close button and the form closes and the c360 Relationship view is displayed with the new relationship between Acendex and Arvind Raman. See Figure 19 for an illustration. Page 19 of 49 12/21/2010 c360 All Rights Reserved

Figure 19: The Relationship Explorer tree is automatically refreshed each time

Note about creating c360 Relationships 1. The Entity type drop down filter list for the Child entity is sensitive based on the c360 relationships configured.

21 Note about creating c360 Relationships 1. The Entity type drop down filter list for the Child entity is sensitive based on the c360 relationships configured. So for example, if c360 relationship types have been defined between Account-Account, Account-Contact entities, and Account- User entities then I can only search on the Account, Contact and User entity type for the child entity in the Look For drop down list. See Figure 20 for an illustration. Figure 20: Child entity type drop down 2. Similarly, the Relationship type drop-down list is sensitive based on the child entity type that has been selected. So if I create a c360 relationship from a Parent Account entity related to a Child User entity, the relationship type will only list the Account-User relationship types that have been defined. Figure 21 shows the Relationship type drop down where the Parent entity type is Account and the Child entity type is Account and Figure 22 where the Parent Page 21 of 49 12/21/2010 c360 All Rights Reserved

22 entity type is Account and the Child entity type is User. Notice how the drop down list is sensitive to the child entity type. Figure 21: c360 Relationship type drop down where parent entity type is Account and child entity type is Account Page 22 of 49 12/21/2010 c360 All Rights Reserved

23 Figure 22: c360 Relationship type drop down where parent entity type is Account and child entity type is Account 3. I can add a c360 Relationship from any highlighted entity in the Relationship Explorer tree as long as a c360 Relationship has been defined for that entity type. If a c360 Relationship has not been defined for that entity, I will get a message as shown in Figure 23. Figure 23: Message informing users that no c360 Relationship has been defined for the highlighted entity Removing c360 Relationships between CRM records Users can remove any c360 Relationship by highlighting the c360 Relationship node and selecting Remove c360 Relationship from the More Actions menu. Note that you can only remove c360 Relationships from this method (and not standard CRM relationships). Configuring Multiple column names to display in the Relationship Tree Its possible to display multiple column names associated with an entity in the Relationship Tree. So for the Account entity, you can display Account Name + City in the tree which would show the tree as c360-atlanta, Microsoft-Redmond etc. Steps 1. Administrators can configure this by going to Settings -> c360 Settings -> Relationship Explorer/Charting Settings Page 23 of 49 12/21/2010 c360 All Rights Reserved

2. Click on Relationship Tree Attribute Settings shown below 3.

An example of how this would look on the Relationship Tree

25 4. You can select the entity on the right side drop down and then pick which fields to display in the tree 5. An example of how this would look on the Relationship Tree is shown below Page 25 of 49 12/21/2010 c360 All Rights Reserved

Configuring Relationship Explorer Preferences Relationship Explorer Tree preferences can be set by clicking the My Preferences button from the header grid of the Relationship Explorer tab.

26 Configuring Relationship Explorer Preferences Relationship Explorer Tree preferences can be set by clicking the My Preferences button from the header grid of the Relationship Explorer tab. The preferences screen is shown in Figure 5. Figure 5: Relationship Explorer User Preferences The Preferences window has a list of all entities including custom entities that exist in CRM. Users have the ability to select specific entities to display in the Explorer tree. Display and Roll-up functions are explained below via graphical examples Disable Node Looping Since CRM Relationships can be cyclical, the Relationship Tree can be never ending. Checking this option still stop the tree after a node has been looped Hide Child-Parent Relationships (N:1 relationships) - This option will hide all child parent relationships and only show relationships in a single direction (Parent- Page 26 of 49 12/21/2010 c360 All Rights Reserved

27 Child). Example, Contact-Account relationship WILL NOT be shown from the contact level Hide Relationship Names - This option will hide only the relationship name such as Created By, Primary Contact. Only the actual entity will be shown Hide N:N relationships - This option will hide any N:N (many-to-many) relationships in the tree Show only active records This option will display only active records in the tree Figure 6 illustrates where the Contact entity is set to NOT Display in the Relationship Explorer Tree. Figure 7 illustrates where the Contact entity is set to Display in the Relationship Explorer Tree. Figure 8 illustrates where the Contact entity is set to Display and Roll-Up in the Relationship Explorer Tree. Figure 9 illustrates where the Contact entity is set to Display and Roll-Up in the Relationship Explorer Tree and the Contact entity node is expanded. Page 27 of 49 12/21/2010 c360 All Rights Reserved

Figure 6: Contact entity is set to NOT Display

Figure 7: Contact entity is set to Display

Figure 9: Contact entity is set to Display and Rollup and has

Accessing Relationship Charts Admin Page The attributes that will be presented inside each chart node and the relationships attributes should be defined using the Admin page of Relationship Charts

32 Accessing Relationship Charts Admin Page The attributes that will be presented inside each chart node and the relationships attributes should be defined using the Admin page of Relationship Charts Settings. Using this page you can define the relationship attributes between Accounts and Contacts as well as choose the fields that will be taken from MS CRM and will be presented in the chart node. Set Account Node Attributes and Fields: - On the Account Node tab, choose the attributes that should be presented out of the available attributes list (example: Position). - Choose the fields that should be presented based on MS CRM Account fields. Set Contact Node Attributes and Fields: - On the Contact Node tab, choose the attributes that should be presented out of the available attributes list (example: Attitude). - Choose the fields that should be presented based on MS CRM Contact fields. Set Relationship Attributes between Account and Account (A2A): - On the Relationship: A2A tab, choose the attributes that should be presented out of the available attributes list (example: Business Relationship). Set Relationship Attributes between Contact and Contact (C2C): - On the Relationship: C2C tab, choose the attributes that should be presented out of the available attributes list (example: Common Interest). Set Relationship Attributes between Account and Contact (A2C): Page 32 of 49 12/21/2010 c360 All Rights Reserved

33 - On the Relationship: A2C tab, choose the attributes that should be presented out of the available attributes list (example: Ownership Status). Advanced Configuration: The node and relationship attributes labels and values are taken from the Microsoft CRM custom entities that form the foundation to the Relationship Chart data. Users can easily change these values according to the following guidelines: 1) Account Node Attributes: a. Navigate to Settings -> Customization -> Customize Entities -> Account Node entity (new_c360accountnode). b. Open the Entity record and click the Attributes section in the Nav Bar c. A list of 10 attributes named new_nodeattr[1-10] is available. You can change the labels and values. Important: Do not delete any of the attributes that appear in the list. Be careful also not to delete the existing sample data in each picklist. This data is mapped to predefined icons. You can change the text value but DO NOT DELETE the value. 2) Contact Node Attributes: a. Navigate to Settings -> Customization -> Customize Entities -> Contact Node entity (new_c360contactnode). b. Open the Entity record and click the Attributes section in the Nav Bar c. A list of 10 attributes named new_nodeattr[1-10] is available. You can change the labels and values. Important: Do not delete any of the attributes that appear in the list. Be careful also not to delete the existing sample data in each picklist. This data is mapped to predefined icons. You can change the text value but DO NOT DELETE the value. 3) Relationship Attributes (A2A, A2C, C2C): a. Navigate to Settings -> Customization -> Customize Entities -> Relationship entity (new_c360relationship). b. Open the Entity record and click the Attributes section in the Nav Bar c. A list of 15 attributes, 5 for each relationship type will appear: i. new_relattraa[1-5] for relationships between 2 accounts ii. new_relattrac[1-5] for relationships between account and contact iii. new_relattrcc[1-5] for relationships between 2 contacts You can change the labels and values. Important: Do not delete any of the attributes that appear in the list. Be careful also not to delete the existing sample data in each picklist. This data is mapped to predefined icons. You can change the text value but DO NOT DELETE the value. Note: After changing the attributes data you should re-save the admin configuration to enforce the changes. Page 33 of 49 12/21/2010 c360 All Rights Reserved

Creating Relationship Charts Location: Creating charts can be easily done from 3 different locations: - through Account record - through Contact record - through Opportunity record For each of the

35 Creating Relationship Charts Location: Creating charts can be easily done from 3 different locations: - through Account record - through Contact record - through Opportunity record For each of the above options, a link named Relationship Explorer will exist on the left navigation bar. Clicking on the link and navigating to the Relationship Chart tab will present the above grid with a list of predefined charts. The list separated to 2 display options: - Charts owned by current record: presents charts that were created in the context of the current record (account or contact) - Charts that contain current record: charts that were not created in the context of the current record, but the current record is included as a node in these charts. Page 35 of 49 12/21/2010 c360 All Rights Reserved

36 Creation: To create a new chart, click on the New button located at the Grid Tool Bar. The following window will appear: Give the chart a descriptive name and save it by pressing the save button at the top tool bar. You can now start design the chart. Page 36 of 49 12/21/2010 c360 All Rights Reserved

37 Design: After saving the chart for the first time, the following screen will appear: 1. Adding Account Node You can add Account Node to the chart designer by clicking the Add Account button. A special Lookup screen will be launched to help you locate the target Account Page 37 of 49 12/21/2010 c360 All Rights Reserved

The top of the screen contains the search criteria: o Parent account will indicate that you are looking for all the accounts that are Children of the specified parent.

38 The top of the screen contains the search criteria: o Parent account will indicate that you are looking for all the accounts that are Children of the specified parent. o The view defines the set of accounts that should be used to filter the selection. The list of views will contain public and private views. o Free text box to define text search criteria. Once you have selected the account/s you wish to add to the designer, you should set the attributes for each of the selected accounts by clicking on the account name and then setting the picklist attributes to the target values. 2. Adding Contact Node You can add Contact Node to the chart designer by clicking the Add Contact button. A special Lookup screen will be launched to help you locate the target Contact Page 38 of 49 12/21/2010 c360 All Rights Reserved

The top of the screen contains the search criteria: o Parent customer will indicate that you are looking for all the contacts that are Children of the specified customer.

39 The top of the screen contains the search criteria: o Parent customer will indicate that you are looking for all the contacts that are Children of the specified customer. o The view defines the set of contacts that should be used to filter the selection. The list of views will contain public and private views. o Free text box to define text search criteria. Once you have selected the contact/s you wish to add the designer, you should set the attributes for each of the selected contacts by clicking on the contact name and then setting the picklist attributes to the target values. 3. Using Wizard Wizard is a tool designed to help you streamline the process of chart creation. The first 2 steps of the wizard are identical to 1 and 2 above and will help you choose the set of accounts and contacts that should be used in the chart. The last step of the wizard will help you define the relationships between the sets: Page 39 of 49 12/21/2010 c360 All Rights Reserved

40 Click the new button to add new relationship map. Specify the relationship type by choosing between Parent, Child or Sibling. For each relationship you can set the relationship attributes at the bottom of the screen. Click Finish to return to the chart designer. Page 40 of 49 12/21/2010 c360 All Rights Reserved

The ghosts can be later promoted into Account or Contact Nodes by using the promote button located at the designer tool bar.

41 Ghosts: During the process of creating the chart you have the possibility to add Ghosts nodes of type account or contact. The ghost should be added in case the account or contact record doesn t exist yet in the CRM. The ghosts can be later promoted into Account or Contact Nodes by using the promote button located at the designer tool bar. Adding nodes to existing chart: In order to connect new records to existing chart nodes, press the Add New button in the tool bar. You can now choose to add Sibling, Parent or Child record. Page 41 of 49 12/21/2010 c360 All Rights Reserved

42 Realign: Once you added few nodes to the chart you can choose to Realign the chart to automatically reposition the nodes: Set Attributes: You can set attributes for specific node or relationship: - Select chart node (by clicking on one of the nodes) and click the Set Attributes button - Select chart relationship (by clicking on one of the lines) and click the Set Attributes button Page 42 of 49 12/21/2010 c360 All Rights Reserved

44 The result: Special Features: The following is a description of special features and effects available from the Tool Bar: Full Screen Mode Delete Choose Presentation (Icons or Text) Zoom Undo/Redo Lookup Collapse Page 44 of 49 12/21/2010 c360 All Rights Reserved

45 Saving: Once you finished to design the chart, don t forget to save the changes by pressing the Save button at the top of the form. Printing: You can print the chart by pressing the Print button at the top of the CRM form. Special printing presentation of the chart will appear allowing you to resize the chart to fit the print page. Page 45 of 49 12/21/2010 c360 All Rights Reserved

46 Troubleshooting Q1: I cannot see the Relationship Explorer link in CRM? Answer: Microsoft CRM 4.0 has a security privilege named ISV Extensions. This privilege determines whether a user can see certain ISV screens, menus and buttons (such as c360 products) when these screens, menus and buttons are linked to entity forms. Several of the standard Microsoft CRM security roles have this privilege turned off by default. All c360 Installation, Configuration and User Guides explain how to turn this privilege is turned on. That information is also included below: Setting the ISV Extensions Security Privilege Microsoft CRM 4.0 has a security privilege named ISV Extensions. This privilege, illustrated in the screen shot below, can be found in the Miscellaneous Privileges section of the Customization tab of any security role form. In several of the standard roles, this value is set to the None Selected (a red circle with a blank center is displayed) by default. This privilege must be set to the Organization value (a solid green circle is displayed) in order for users to see c360 tabs and screens that are linked to entity forms. Figure 24: The security privilege titled ISV Extensions must be set to Organization for users to see c360 screens at the entity level Page 46 of 49 12/21/2010 c360 All Rights Reserved

Q2: I cannot add a new c360 Relationship in CRM? Answer: The c360 Relationships is an optional component of the Relationship Explorer solution and must be configured by your System Administrator.

47 Q2: I cannot add a new c360 Relationship in CRM? Answer: The c360 Relationships is an optional component of the Relationship Explorer solution and must be configured by your System Administrator. Please contact your administrator to make sure that c360 Relationships are configured for the entities you are trying to add to. If you re the administrator, please contact c360 Support. Q3: I do not see some entities in the Relationship Explorer tree? Answer: Relationship Explorer has configurable user preferences where you can specify which entities you want to display in the Relationship Explorer Tree. When you access Relationship Explorer for the first time, it uses the same preferences as configured by your administrator. Please launch My Preferences and verify that the entity type you re looking for is checked to display in the Relationship Explorer Tree. You can now make preference changes (which entities to display, roll-up) according to what you need to see in the tree and those changes will only affect you. Figure 25: Relationship Explorer Preferences where users can specify which entities to display in the Explorer Tree Page 47 of 49 12/21/2010 c360 All Rights Reserved

Q4: I have checked an entity to Roll-up but I don t see it in the Relationship Explorer Tree? Answer: The entity type will only get rolled-up if the Display option is checked also.

48 Q4: I have checked an entity to Roll-up but I don t see it in the Relationship Explorer Tree? Answer: The entity type will only get rolled-up if the Display option is checked also. Verify that both Display and Roll-up settings have been checked. Q4: The Relationship Chart Tab is not showing on Relationship Explorer. Answer: Before starting to create charts, you must make sure that you or the user that will create the charts, posses the relevant security definitions. This is done by assigning the c360 Relationship Chart security role to the target users (including the Administrator). To verify that the c360 Relationship Chart security role exists: - Navigate to Settings area in Microsoft CRM - Under Administration navigate to Security Roles area - You should have the c360 Relationship Chart security role presented To add the security role to the users that will use the product: - Navigate to Settings area in Microsoft CRM - Under Administration navigate to Users area - Choose the target users and add the c360 Relationship Chart security role to their role set Page 48 of 49 12/21/2010 c360 All Rights Reserved

c360 Multi-Field Search User Guide Microsoft Dynamics CRM 2011 compatible c360 Solutions, Inc.

c360 Multi-Field Search User Guide Microsoft Dynamics CRM 2011 compatible c360 Solutions, Inc. www.c360.com www.c360.com Page 1 4/15/2011 Table of Contents Table of Contents... 2 c360 Multi-Field Search...