c360 Audit User Guide Microsoft Dynamics CRM 2011 compatible c360 Solutions, Inc.

Transcription

1 c360 Audit User Guide Microsoft Dynamics CRM 2011 compatible c360 Solutions, Inc. Page 1 4/15/2011

2 Table of Contents Table of Contents... 2 Overview... 3 Audit Analyzer... 4 Accessing Analyzer... 4 Advantages over Advanced Find Query tool... 5 Audit Analyzer Terminology... 5 Steps to create a Audit Analyzer Query... 6 Step One: Choose a CRM Object... 6 Step Two: Choose a Audit Analyzer Filter... 7 Step Three: Select a Audit Analyzer Time Dimension... 8 Step Four: Select a CRM View... 9 Audit Analyzer Filter Builder... 9 Audit Analyzer Filters Composition Overview Audit Analyzer Filter Component: CRM Object or View Audit Analyzer Filter Component: Field or View Audit Analyzer Operators Audit Analyzer Timeline Audit Analyzer Time Period Qualifiers Default Audit Analyzer View Audit Analyzer Filter List Maintenance Audit FAQ A. What CRM changes cannot be seen on the Audit tab? B. What DOES get audited that you might not expect? C. When I make a change to the Address, why doesn t show up? D. When I install Audit and look at the Summary grid, the events appears out of order E. Why is the modified by field on the Quote Product and Invoice Product grids sometimes blank? F. When I add a note with a file attachment, should I get two records in the Note and Summary views? G. When I change the quantity of products on an opportunity, the estimated value appears red even though the value is the same? Page 2 of 20 4/15/2011

3 Overview Microsoft CRM 2011 now has native auditing capabilities. To accommodate our existing audit clients and assure they re in compliance, we have made the historical c360 audit data available within CRM While this information is available in the same familiar format, we will not continue to actively audit your CRM system. The Audit Analyzer component is a power Business Intelligence system that lets you analyze historical CRM information to gain a better understanding of your CRM system. Using the Audit Analyzer, Microsoft CRM users will be able to: - Get critical insight to your historical CRM data by creating specialized queries like negative queries, OR queries using special operators such as increased, not changed etc - Create complicated OR queries such as All opportunities where the Estimated Amount has changed OR the Account Type has changed Figure 1: c360 Audit Analyzer allows you to query and analyzer historical CRM information Page 3 of 20 4/15/2011

4 Audit Analyzer Accessing Analyzer To access Audit Analyzer, users simply have to select the Audit Analyzer tab, or the c360 Tools -> Audit Analyzer menu item. (We suggest selecting the menu, as it will open a new window, outside of CRM). Whenever Audit Analyzer is loaded, the default view will appear. To change the default, users can select a new (A) Audit Analyzer filter (B) CRM view (C) time period The CRM objects that meet those criteria will be then be displayed in a typical CRM grid. A: Audit Analyzer lets you select from filters you define B: Combine those criteria with your CRM views here C: Select a time period Figure 2: Audit Analyzer Page 4 of 20 4/15/2011

5 The Audit grid at the bottom of the page shows you the specific changes that occurred for the selected row in the Insights grid. As you select a different row above, this grid will change to show you the specific changes that occurred for this new row. When you change a value in the Insight Filter pick list, the Time Period, or the Show box, the Insights Grid will refresh, showing you the objects that meet the criteria you just selected. Advantages over Advanced Find Query tool In Microsoft CRM 3.0 and 4.0, users can use the Advanced Find tool to obtain some information. But the Audit Analyzer tool reaches beyond the limitations of Advanced Query to: 1) Create negative queries (Accounts with no Opportunities, e.g.) 2) Query against historical data Audit Analyzer Terminology To properly use Audit Analyzer to get the correct information out of it, please read and understand the following terms. An Audit Analyzer View is composed of: 1. The CRM Object (Opportunities, Cases, etc.) 2. A results grid (rows and columns) whose contents satisfy 3. The conditions specified in a Audit Analyzer filter 4. For the time period selected by the user 5. Within the CRM View selected by the user The Audit Analyzer filter specifies the conditions that records must meet to be presented in the Audit Analyzer Results grid. Using an analogy from photography, the time period is like a lens that you can place over the filter. The time period is like a telescoping lens. You can either see a few days or weeks or months into the past. An Audit Analyzer filter is analogous to a colored filter (red or green or yellow, for example). You combine the lens and the filter to see any data you want, in any time dimension. The concepts of Time Dimension and the Audit Analyzer filter appear simple, but can be combined in infinitely complex ways. The following pages break down each of the four components of Audit Analyzer view in further detail. NOTE: Remember this equation as you read this document Audit Analyzer view = Audit Analyzer Filter + Time Dimension + CRM View Page 5 of 20 4/15/2011

6 Steps to create a Audit Analyzer Query Step One: Choose a CRM Object When you work with CRM, you always first select a CRM Object: a Lead, an Opportunity, an Account, a Contact, a Case, etc. The same is true of Audit Analyzer (In fact, there are two objects that are involved in an Audit Analyzer View; one when you select what data you wish to see in the result set and one inside of a filter). To start using Audit Analyzer, your first step is to select the object. You will notice that once you click on the Audit Analyzer tab or menu item, you will be presented with an object list that looks very similar to the one you might find in CRM when you click on the Sales or Support tabs. You can select any entity to drive the Audit Analyzer. Figure 3: Entity list in the left screen of Audit Analyzer Once you select a CRM object to work with, the Analyzer filter and Time Dimension that you have selected as the default for this object will appear on your screen. The results of that filter will be immediately presented in the Analyzer results grid without any further action on your part. (Hint:as some queries, typically the negative, might take a while to run, you might want to select as the default view a query that only shows changes today, for example, so that it loads faster, so you can select another view, or create a new one, faster.) Page 6 of 20 4/15/2011

7 Step Two: Choose a Audit Analyzer Filter The Audit Analyzer filter specifies the conditions that records must meet to be presented in the Audit Analyzer Results grid. Critical point: The filter conditions are tested in relation to the time dimension you select, and combined with the CRM view you select! For example, if you select a filter criterion of Opportunities Pushed Out, and a time period of Since the Beginning of Last Month, and a CRM View of My Opportunities then you will see all opportunities owned by you where the expected close date was increased by somebody since the first day of the previous month. (Any sales manager or rep responsible for chasing down forecast variances will be very familiar with this exercise.) If you instead selected This Month as your time dimension, you would see the opportunities where the expected close date was increased this month. While the Audit Analyzer filter is the same in both scenarios, changing the time dimension yields different results. Selecting a Audit Analyzer Filter The Audit Analyzer filters will appear to the user in a typical tree filter. The following top-level folders are available out of the box: Figure 4: Analyzer Filter We will populate the System Views folder with all of our out of the box Filters. The user can select a new filter by clicking on the name of the filter in the pick list. Page 7 of 20 4/15/2011

8 Public Audit Analyzer Filters Once any user has made a Audit Analyzer filter public, it will appear under their name under the My Public Views for them, and under the Other Public Views folder for all other users. Each user who makes a filter public has their name prepended to the name of the filter so others can identify the originator of this filter. - Other Public Views: o John Smith: The Name of a View John Smith made public Once a filter is made public, it can only be modified by the owner. The owner can select the public filter, and select Customize This Filter. The customizations they save will then immediately be available to all other users by selecting this filter in the Other Public Filters list. Other users can Copy and Customize that filter, in which case that filter will now be stored under their My Views folder. Step Three: Select a Audit Analyzer Time Dimension The best way to discuss Audit Analyzer Time Dimensions is to simply identify the ones that are shipped out of the box. NOTES about TIME: 1) All Time Dimensions assume a BEGIN time of midnight that morning (7/1/11 00:00:00) 2) All Time Dimensions assume an END time of two milliseconds before midnight that night (7/1/11 23:59:59.997) 3) All Times are stored in the database in GMT, therefore all time dimensions within Audit Analyzer are adjusted for the server time zone as well. The following are the available time dimensions: Audit Analyzer Time Dimension table Audit Analyzer Time Dimensions Meaning/Comments Today Since Yesterday This Week Last Week In the Last 7 Days In the Last 14 Days In the Last 30 Days This Month Last Month Since the Beginning of Last Month This Quarter Last Quarter This Year Last Year Anytime From 12:00 midnight this morning until now From 12:00 midnight yesterday until this second now From last Sunday to this coming Saturday From a week ago Sunday to last Saturday From last week until now (midnight 7 days ago) From two weeks ago until now From 30 days ago to now Any day this calendar month Any day last calendar month From day 1 of last month until now Any day this quarter Any day last quarter Any day in the last calendar year Any day in the last calendar year Any day (From when AUDIT Insights Installed to Anytime in the Future ) Page 8 of 20 4/15/2011

9 Step Four: Select a CRM View The final piece of the puzzle is the CRM view. By adding CRM views to the Time Period and Audit Analyzer filter, you can quickly and easily view data within all of your important categories, just be selecting a new CRM view. The CRM Views that are available are identical to the ones available to you in CRM for that object. By combining filters with CRM views, the security set up for all users by the CRM System Administrator is honored within Audit Analyzer. In other words, you can only see things in Audit Analyzer that you could see in CRM. (Of course, you can only view history by using Audit). Audit Analyzer Filter Builder To build the filters in Audit Analyzer, you select the Customize or Copy and Customize action. This will display the Audit Analyzer Filter Builder screen, a sample of which appears below. Figure 5: Audit Analyzer Filter Builder The fields at the top of this screen sample and what they are for is explained in the following table: Field Filter Name Filter # Usage This is the name that appears in the Audit Analyzer Filters pick list on the main Audit Analyzer page. Each filter is assigned a unique number. This is displayed here so you can be sure two users are viewing the same filter, or not Page 9 of 20 4/15/2011

10 Time Period Default This is the time period that will be used when this filter is selected. (You can then change this time period on the AUDIT Insights main page, so you should typically set this to a time period that will return a smaller result set, so that the filter loads faster when first selected. CRM View Default This is the CRM view that the filter will be applied against when this filter is first loaded. Again, you can change this filter on the Audit Analyzer main page, so you may want to save a CRM view default such as My Leads rather than All Leads, so that the filter loads faster when first selected. Audit Analyzer View Default This is the Audit Analyzer (from the Audit Analyzer tab for this object) that will appear when you first select this filter. Typically, you ll want the main object changes view, so that you can see the changes in field values for the selected record. The usage of each field in the Audit Analyzer Filter Details section is explained in the following table: Field And/Or Object Field/View Operator Usage This field indicates how each line of the filter is combined with the line above. If there are two lines connected by an AND, then records must meet BOTH criteria before the record is returned. If, as in this example, they are combined with an OR criteria, records must meet only one of the criteria to be returned to the AUDIT Display grid. The CRM Object (Account, Contact, Opportunity, Case, etc.) Selecting this field determines the fields you may select from in the Field/View list. All fields in CRM for the object you select will be displayed. Even custom fields, and fields that are not on any CRM form will display here. (All fields on the Deployment Manager list.) The field selected here will affect the available operators and values that are allowed in the next two fields. Important Note: By selecting the blank field (first one in the list), you can apply operators against the Object as a whole (for example, you would select the blank field to return Deleted Opportunities.) The standard CRM operators are allowed on all fields (Equals, Greater Than, Contains, etc.). The exact list of operators that display vary based on the type of field. For example, you will not see Contains for a Boolean field that can only contain the value 0 or 1. We have also added some what we call Audit Analyzer Operators. These are special operators that only make sense to use when you are analyzing historical data. For example, Changed, or Increased give you quick ways of finding out what is happening in your database. (See the Operators section of this manual for more details.) The Operator selected will affect whether or not values (and what type of values) may be entered for this field. Page 10 of 20 4/15/2011

11 Value For operators that allow values to be entered, enter that value here. Special controls for dates and pick lists allow you to select values easily. Multiple values can be selected for pick lists. Quick Filter Checking this box (available only for pick lists and the owner field, currently) will display this field, and the list of values, on the main AUDIT Insights Display grid. Audit Analyzer Filters Composition Overview Audit Analyzer filters are composed of one or more Analyzer Criteria. Each Insight criterion is composed of 5 items: Time Period Qualifier CRM Object or View CRM Field A condition, which may be composed of o An Operator o And a Value Examples of Multiple Audit Analyzer Criteria Before we delve into each of the components of a filter, let s look at another example that shows why you may need more than one Criterion to answer your question. Let s say we wanted to look at Hot New Leads, where it is defined as Leads whose Rating went from <blank, Cold, or Warm> to <Hot>. The first criteria would be Leads that have had a Rating of blank, Cold, or Warm. The second criteria would be Lead Rating = Hot. You could also further qualify the result set by adding other criteria, for example, where the Lead Source = Tradeshow, or the Lead Territory = Southwest, or anything else you can think of related to a lead. We ll now explain each of the components of the lead, but we will leave the Time Period Qualifier for last - for now, just keep in mind that you will be applying that Time Dimension lens to the filter that is constructed here. Audit Analyzer Filter Component: CRM Object or View When you work with CRM, you always first select a CRM Object: a Lead, an Opportunity, an Account, a Contact, a Case, etc. The same is true of Audit Analyzer. In fact, there are two objects that are involved in a Audit Analyzer view. One when you select what data you wish to see in the result set, and once inside of a filter. As stated in the overview, Audit Analyzer lets you filter on just about anything, and removes the limitation within CRM s advanced find that restricts you to only querying on one object at a time. CRM Objects List This is not a complete list, but the objects that you can choose from when creating a filter is a 2-column pick list. This works like a regular pick list, but has two columns Page 11 of 20 4/15/2011

12 that group and identify the selections. For example, a partial list of the objects available to you to select would include: 1) On the Lead tab: a. Leads b. Phone Calls Linked to Leads c. All Activities Linked to Leads d. Lead Notes 2) On the Contacts tab: a. Phone Calls Linked to Contacts b. Contacts Linked to Accounts c. Contacts d. Opportunities Linked to Contacts 3) On the Opportunities tab: a. Opportunities Linked to Accounts b. Opportunities c. Opportunities Linked to Contacts d. Opportunity Notes e. Phone Calls Linked to Opportunities 4) On the Activities tab a. Phone Calls b. s c. Tasks d. Etc. One component of an Audit Analyzer filter is the CRM Object that you will be querying on to reduce or limit the result set. This is coupled with the next criteria: Fields and Views. Example Usage of Multiple CRM Objects within a Filter You can construct a query that shows you All Opportunities Pushed Out for Accounts in the High Tech Industry. (Assuming you have a field on the Account page that segments accounts by industry.) Audit Analyzer Filter Component: Field or View Once you have selected a CRM Object, the list of all fields (and, in future releases, views) for that object will appear in the next pick list, the Field/View pick list. For example, you might select the Lead Rating field as the basis for this filter s criteria. Page 12 of 20 4/15/2011

13 Audit Analyzer Operators The Audit Analyzer Operators are the critical building blocks of Audit Analyzer filters. The entire list of Audit Analyzer Operators, their place and structure in the tree, and their meaning is presented below. Condition Name (not operator) Changed Did Not Change Increased Decreased Had Activity Had No Activity Was Deleted Changed More Than (value) times Equals Current User Equals Does Not Equal etc. Contains Data Does Not Contain Data Function/Meaning This field value changed in the time period selected. This field value did not change in the time period selected. This field value increased (date made later; number made higher) This field value increased (date made earlier; number made lower) This is available for the object only; will identify the objects that had change at all made to that record. A negative operator that can show you, for example, Leads with no Activities. Shows the deleted objects. Enter a number in the value column, and we ll find all records that were changed more than the number you specify, within the time period you select. This can apply to the user fields, like modified By. An easy way to show What Did I Do Today, in a way that everybody can use. This field was equal to this value (note: like all operators, this works in conjunction with the time period qualifier see that section of the guide below) Obviously, finds records whose field value is not equal to the value you enter. All standard CRM operators behave as you would expect, with the one caveat being the time period qualifier changes how these operators are evaluated within Audit s historical database. This field is not blank, it contains some value This field is blank, or null. It contains no value. NOTE: All operators work in conjunction with the Time Period Qualifier selected on that same filter line, and are affected by the Time Period selected on the main Insights screen, by the user, at run time. Page 13 of 20 4/15/2011

14 Audit Analyzer Timeline Audit offers CRM users a new way of looking at their world. To properly use Audit Analyzer to get the correct information out of it does require an understanding of the AUDIT Insight Timeline. The three critical dates to consider when running Audit Analyzer queries are: A: The first day you installed Audit, and we began tracking history B: The BEGIN Date you specify in the Time Period field E: The End Date you specify the Time Period field These dates are represented on the following timeline as shown. A B E Audit Analyzer operators allow you to specify values for fields in many different time periods. The definition of these time periods depend on these dates, as shown in the following expansion of the timeline above. A BBBBBBBB EEEEEEE <Before the Begin Date> <AsOfBegin> <During this period> <AsOfEnd><After End Date> < Since > < Prior > < Anytime > This timeline translates into the Audit Analyzer Operators that you can use to filter your historical CRM Data Page 14 of 20 4/15/2011

15 Audit Analyzer Time Period Qualifiers The Audit Analyzer Qualifiers allow you to specify conditions relative to the Date Criteria you select when you run a AUDIT Insights filter. This makes it possible, for example, for you to define a Audit Analyzer Filter named No Phone Call Activities Scheduled. Then, when you run this query, you can select a timeframe from the list of future timeframes: This Week, Next Week, Within 30 Days, Within 60 Days, etc. Time period Qualifier Definition Before From when you installed AUDIT, until milliseconds before the Begin Date of the Time Period selected on the AUDIT page. As of Begin At the beginning of the time period selected (this field had these values) DURING From just after the Begin Date until just before the End Date. (This is the usual Qualifier for most queries.) PRIOR To From the end date back to any time in the past. As of End As of the end date you specify, (this field had this value.) SINCE From the begin date to any time in the future After After the end date you specify, this condition existed. Now The field currently contains this value in CRM Important: Selecting the As of Begin, As of End, and Now time period qualifiers means that only records that had that value as of that date will be included. For example, you can duplicate a CRM Advanced Find query and get the same results in Audit. To see all Opportunities with a close date greater than today, you would enter the operator Greater Than, with a time period of Now. Note that some Time Period Qualifiers are not available for all operators. For example, for the Audit Analyzer Operators of increased, decreased, etc. it does not make any sense to say that a field increased as of the begin date. Page 15 of 20 4/15/2011

16 Default Audit Analyzer View While it is the combination of the Time Dimension and Audit Analyzer Filter that determine the result set, we don t want to store these as separate views. This would result in one HUGE pick list of Opps Pushed out Last Week, Opps Pushed Out Last Month, etc. Instead, the default, as with all Audit Analyzer Filters, is composed of three selections: the filter, the time period, and the CRM view. We have an Action Set as Default, that captures the selections. It is the combination of those items that make up an Insight View, and therefore, a default. The default CRM View is set by the system admin in the normal CRM Customizations section. Each user can override that selection for each Insight View in the Customize this View screen. Set the object (Accounts, Opportunities, etc.) that loads when Audit Analyzer is first clicked by accessing the Audit Analyzer View Maintenance action. When the Audit Analyzer loads it will identify the user s default Audit Analyzer object, then identify the default Audit Analyzer view for that object, populate those pick lists with the default values for this view, populate the CRM View with the default, and run that query. RESULT: each time a user clicks on Audit Analyzer, they see their default Audit Analyzer View. Audit Analyzer Filter List Maintenance The list of views that are available in the Audit Analyzer Filter pick list can be maintained by selecting the Audit Analyzer List Maintenance action. That action will display this screen. On this screen, you can select the default object that appears when you first load Insights. If you are in Customer Service, you ll likely want to set this to Cases. Similarly, Sales Reps may want to select Opportunities, or Leads. Below this, you will find the list of views. In a production installation, this is likely to include many public views. If you don t wish to see certain views in your list, simply uncheck the Active box next to the view name. When you select the Save and Return action from this menu, the Audit Analyzer Display grid will appear. Only the views with a check in the Active column will now display in the Audit Analyzer Filters list. Note: if you have changed the default object it will take effect the next time you load Audit Analyzer from the CRM menu or tab. Page 16 of 20 4/15/2011

17 Figure 6: Audit Analyzer List Maintenance Page 17 of 20 4/15/2011

18 Audit FAQ A. What CRM changes cannot be seen on the Audit tab? i. AssignedTo changes. Microsoft does not submit the assignment change information to the post-callout process. Therefore, for Standard users, we will not be able to audit the change in the AssignedTo field. For Professional users, we have created a workflow rule that the System Admin can import during setup that will audit changes to the AssignedTo field on all audited objects that have workflow (Lead, Account, Case, Opportunity, etc all of the objects that appear in the Workflow Object pick list will have assigned to changes audited.) But this means that, even in the professional version, we will be unable to audit the fact that an activity owner changed, for example, because no workflow exists for Activities. ii. iii. iv. Activity Notes. While we do audit Notes added to Activities (the Core part of the system is recording those changes in our audit tables), because Activity has no side tabs (and cannot be customized), we cannot display them in VIVID. We will have a report that will display this information, and this limitation is slated to be removed in the Microsoft CRM product, when we add a Tree Control view. Other Contacts. On many objects, you can add Other Contacts. These events for some reason do not trigger the post-callout event. Therefore, we cannot audit data contained in the following MSCRM tables. Contact Quotes Contact Orders Contact Invoices Default Field Values. For all fields for which your administrator has set up default values, you will see that field in every record created for that object. However, you (or your Administrator) can make it so fields with defaults will NOT display when this object is first saved. (You can do this by unchecking the box labeled Display Add Trans next to that field in the Audit page, accessible through the Customize this View action.) Note that Audit has already checked this box for fields that consistently have default values that are not informative, such as the Allow boxes on the Contact. You can show these fields by selecting the Show All Changes action on the grid that appears on the Audit tab B. What DOES get audited that you might not expect? i. Custom fields. Yes, we do modify all changes to any of your custom fields! In addition, if you add custom fields to your CRM schema even after you have installed this product, yes, we will automatically and with no user intervention, audit and display changes to those fields as well! ii. Workflow. If you have workflow rules that create activities, for example, these do generate post-callout events, and are therefore logged. Page 18 of 20 4/15/2011

19 iii. iv. Some third party applications. Applications like Scribe, if you use their Adapters to import data, will have the changes appear in Audit! Very simply, if the third party product used the SDK to modify CRM data, then a postcallout event will be triggered, and Audit will record that transaction. Changing the parent. When a user changes the parent of an object (or example, change the account that an opportunity, case, note, etc. is linked to) the audit log properly reflects the history of changes to that object under the original owner. Changes made after the ownership change will appear attached to the new owner. (Again, DC, validate this) (Of course, if you look at the history for that opportunity, you ll see all of the changes made to that opportunity, including this change of parent.) C. When I make a change to the Address, why doesn t show up? The reason is because the Address information is actually stored in a different table in Microsoft CRM, and hence in Audit. If you look at the Audit View pick list, you ll see that there is a view called Account Address (or Contact Address ). In it, you ll find the changes you make to the Address parts of the Account and/or Contact pages. D. When I install Audit and look at the Summary grid, the events appears out of order. All grids are sorted by descending Modified On Date (Note: NOT CreatedOn date). For example, for a Lead, it shows the Activity Audit Begin and Notes Audit Begin below the Lead Audit Begin. It s not possible to create the Note or Activity without creating the Lead first. In this instance, you created the Lead, then added Activity and Note records, then modified the Lead. So when we built the audit tables during the install, the last Lead modification occurred after the Note and Activity record s last modification. E. Why is the modified by field on the Quote Product and Invoice Product grids sometimes blank? When an Order is created from a Quote, Microsoft does not pass the ModifiedBy user name to the post-callout mechanism that feeds all of our audit tables. Therefore, that field is blank. (You ll notice that if you modify any of those product records, the modified by name will appear. Also, please note that the modified by field is not blank when you Create Related Order from an Opportunity record.) In these cases, if you look at the Sales Order Change Summary grid, you will see a ModifiedBy record for the Sales Order Added Transaction Type at the bottom of that grid. The same person that created this sales order also modified the Sales Order Detail Added fields. Page 19 of 20 4/15/2011

20 F. When I add a note with a file attachment, should I get two records in the Note and Summary views? Yes, Microsoft CRM first saves the Note, then inserts the Attachment record G. When I change the quantity of products on an opportunity, the estimated value appears red even though the value is the same? When you update an opportunity product record, the system recalculates the values, and sends the result to the post-callout event handler. Therefore, even though the value didn t change, the field was still updated, so it appears in red. Page 20 of 20 4/15/2011