CRM FOR PROFESSIONALS MOBILE USER GUIDE.

Transcription

1 CRM FOR PROFESSIONALS MOBILE USER GUIDE

2 Table of Contents 1. Introduction Install the App Use the App Accounts Contacts Opportunities Activities Page 1 of Jun 16

3 1. Introduction CRM for Professionals (CRMP) now supports smartphone and tablet access, using the Dynamics CRM for Phones app. This new app from Templeton Solutions is called CRM for Professionals Mobile (CRMP Mobile). This CRMP Mobile user guide is for users to understand the basic navigation to/from data screens, when accessing the main CRMP record types (Accounts, Contacts, Opportunity) on smartphone and tablet devices. This guide is also for users to understand navigation to/from CRMP Activity screens on these mobile devices. This CRMP Mobile user guide does not however provide the same level of user training and knowledge that s available from the main CRM for Professionals user guides. CRMP user guides provide functional know how about the CRMP application and the user experience that occurs from a full PC browser or MS Outlook CRM access (aka, CRMP Desktop application) Every CRMP Mobile user is therefore expected to already be trained and familiar with the CRMP application prior to smartphone access and use. Also, the CRMP Mobile user guide provides information about only those record types listed above; other record types are not commonly used within CRMP application and are not discussed herein. Therefore, functionality represented herein is based on the standard CRMP Desktop application and excludes any customizations that is specific to your firm. Each firm should manage the deployment of CRMP Mobile within the organization, including management and IT administrators working together to confirm firm wide policies, as well as server and user device compatibilities (see next section regarding compatibilities) and prior CRMP user training prior to supporting CRMP Mobile access. Also, firms should understand that any firm specific CRMP Desktop customizations may or may not be operable as is (via the CRMP Mobile App). In this case, those customizations would need re development to operate fully, or be suppressed (in some cases, a customization may already be ignored by the App and this may then be acceptable). Ideally, firms should try to use the CRMP Mobile App with an as is deployment, proceeding with all or most of your functionality intact. * * * * * Page 2 of Jun 16

4 2. Install the App Plan deployment of CRMP Mobile within your firm, with the understanding that CRM for Phones is only supported for use with the following versions of Dynamics CRM Server: CRM Online 2016 Update Dynamics CRM 2016 (On Premises) Each user must then verify that their smartphone mobile device is specifically supported by Dynamics CRM for Phones before downloading it for use. For example, as of May 2016, Google Android platforms 4.4 and 5.0 are compatible, whereas the latest version may not yet be compatible. User experience (speed, consistency, etc.) may vary noticeably by smartphone and provider of smartphone service. Please refer to the following compatibility summary to verify before downloading the app: Check the list of supported devices on TechNet Optionally, users may ask their CRM administrator(s) to review the same. Users granted access to your CRM Server will also have access via their mobile device. After confirming compatibility of Dynamics CRM for Phones on your mobile device/platform, install this app from your device's app store by choosing the appropriate download link for your device: CRM for Phones app Note 1: Although Dynamics CRM for Tablets also exists with similar capabilities, this is not confirmed and is not supported for use with CRM for Professionals. Note 2: The earlier version CRM for Phones Express app is not supported with CRM for Professionals. Page 3 of Jun 16

5 Download and install Dynamics CRM for Phones via your smartphone s app store. Page 4 of Jun 16

6 3. Use the App Once installed, select/start the app on your smartphone device, then type your CRM site URL and enter your specific user credentials on the next card (screen). Each IT Administrator must provide their users with a URL that is Secure Socket Layer encrypted (e.g., Page 5 of Jun 16

7 After successful user authentication, the user will be signed into the CRM Server: A brief Welcome appears followed by a user Tip then the Home card (screen) By default, your initial Home card is the Sales Dashboard Users may pin tiles to the Home card as preferred, from open records or lists (see Ellipse information later in this section of the user guide) Page 6 of Jun 16

8 Tap the Main Menu icon (the control in the upper right of the card) Use the Main Menu to access/select a record type (e.g., Account, Contact, Opportunity) The Back icon (the control in the upper left of the card) Tap the Home icon (the control is right of the Back icon) to return to Home card Page 7 of Jun 16

9 Tap the Magnifier icon (the control left of the Menu Main control) to search records based on a specific name/phrase (e.g., below searches for *Div in the available record types) Swipe the Search result card sideways to see/compare results. Notice the selected card indicator at the lower center of the search results (i.e., a darkened dash indicates which card is active for the current search either the first, second or third card in the example below) Optionally, users can filter searches by record type, using the No Filter drop down list. Page 8 of Jun 16

10 Each user of CRMP Mobile must choose when to manually save updated data. Tap the Ellipse icon/command (looks like three periods) from any open data record, then tap the Save or Save & Close commands as preferred in each case CRMP does not deploy the auto save feature, so manual user responsibility is required The Ellipse also provides other commands (above) for user selection as follows New + command starts a blank record for the currently open record type, allowing users to enter and save data as a new record Deactivate command makes each selected/open record inactive Pin to Home command places a tile on the Home card for the selected/open record, as a short cut tile for easier access Refresh command updates the current card with data from CRMP Server, as needed See your CRMP Desktop user guide for standard information about Assign, Delete and Share Link Also, users may cancel the additional commands popup by tapping the Ellipse Below shows a system popup message (overlays the open data record); this popup occured as the user tried to navigate from the open record without first saving updated data. Tap Save to keep your changes, or tap Discard to continue as is Also, users may use their smartphone back key to return the same card as is Page 9 of Jun 16

11 CRMP Mobile will disconnect from your CRMP Server if inactive for a long period; this also occurs if the cellular network or Wi Fi connection becomes unstable or is disabled. Offline message will appear on the right side of the currently displayed card Tap this Offline message (also a user control) to see an additional message, as well as the option to Reconnect to the CRMP Server; after tapping Reconnect, the message will show as Reconnecting then the normal Welcome and Tip cards will appear before refreshing your last used card Occasionally, the following appears while connected; tap either option as convenient. Page 10 of Jun 16

12 To select the Settings option as needed, tap the Ellipse icon (looks like three periods) from any card, to access Sign Out or Reconfigure (re. CRM site URL changes) or About. Tap Refresh from this or other view, to update your session to see any recent record creations, changes, or deletions; many changes are not automatically shown, requiring session Refresh. Note 3: Help shown on the Settings card is for Dynamics CRM for Phones (and not for CRMP Mobile which is documented in this user guide only). Page 11 of Jun 16

13 4. Accounts From the Main Menu, tap the Accounts record type, to display a simple list of Account records. Tap the Ellipse for Select View command (i.e., to change/filter the list) Scroll down/up to see/select a record (sorted alpha numerically in ascending order by default), or search to find the particular record Page 12 of Jun 16

14 On any open Account record, swipe sideways to see information shown on separate cards. Users with standard CRMP permissions may tap into data fields to update as required In some fields, data validations will occur and messages will display to inform the user of errors that need correction (below is an example of two decimals causing the error) Page 13 of Jun 16

15 Swipe sideways to see information on the separate cards of any open Account record. The Account Relationships card is first It shows three data fields, and one tile for each record type that is related to Account (allowing users to select and drill down ) The other cards show either Account data fields, or record types related to Account The following shows all the cards that display for any Account record, by order of appearance in CRMP Mobile Relationships General Addresses Contacts Firm Connections Activities Notes Opportunities Marketing On any card, scroll down as needed to see other fields/information On any related record card, tap Ellipse for the Select View command (i.e., list filter) Page 14 of Jun 16

16 Users are always responsible for integrity of the firm data on each record Any other Account tabs in CRMP Desktop application will still not have a card here Page 15 of Jun 16

17 5. Contacts From the Main Menu, tap the Contacts record type, to display a simple list of Contact records. Tap the Ellipse for Select View command (i.e., to change/filter the list) Scroll down/up to see/select a record (sorted alpha numerically in ascending order by default), or search to find the particular record Page 16 of Jun 16

18 Tap to open your selected Contact record. The Contact Relationships card is first It shows one tile for each record type that is related to Contact (allowing users to select and drill down ) Page 17 of Jun 16

19 On any open Contact record, swipe sideways to see information shown on separate cards. The cards show either Contact data fields, or record types related to Contact Users with standard CRMP permissions may tap into data fields to update as required In some fields, data validations will occur and messages will display to inform the user The following shows all the cards that display for any Contact record, by order of appearance in CRMP Mobile Relationships General Details Firm Connections Activities Notes Internal Info On any card, scroll down as needed to see other fields/information On any related record card, tap the Ellipse for Select View command (i.e., list filter) Page 18 of Jun 16

20 Users are always responsible for integrity of the firm data on each record Any other Contact tabs in CRMP Desktop application will still not have a card here Page 19 of Jun 16

21 6. Opportunities From the Main Menu, tap the Contacts record type, to display a simple list of Contact records. Tap the Ellipse for Select View command (i.e., to change/filter the list) Scroll down/up to see/select a record (sorted alpha numerically in ascending order by default), or search to find the particular record Page 20 of Jun 16

22 Tap to open your selected Opportunity record. The Opportunity Relationships card is first It shows one tile for each record type that is related to Opportunity (allowing users to select and drill down ) Page 21 of Jun 16

23 On any open Opportunity record, swipe sideways to see information shown on separate cards. The cards show either Contact data fields, or record types related to Opportunity Users with standard CRMP permissions may tap into data fields to update as required However, the Outcome field is not editable if Advanced Planning is enabled In some fields, data validations will occur and messages will display to inform the user The following shows all the cards that display for any Opportunity record, by order of appearance in CRMP Mobile Relationships General Activities Notes Summary Acceptance Pursuit Participant tab on CRMP Desktop is not accessible via CRMP Mobile On any card, scroll down as needed to see other fields/information On any related record card, tap the Ellipse for Select View command (i.e., list filter) Users are always responsible for integrity of the firm data on each record < Activities Notes are not displayed in this example > Page 22 of Jun 16

24 7. Activities From the Main Menu, tap the Activities record type, or tap any Account / Contact / Opportunity related Activities screen, to display a Calendar of Activities. The Activity Calendar card shows options Across the top (under titles) to change the date selection tap the previous or next control arrows to change as preferred Across the bottom to change the user view by day, week, month or today tap any of these as preferred Using the day view displays Activities by time also, for the selected day Tap a day of the week or month of the calendar to see Activity summaries below, if any Page 23 of Jun 16

25 From the Activity card (from any Calendar or List/Grid view), tap Ellipse for more commands. Quick Create commands (top of this popup area) to immediately create an Activity Task create Appointment create Phone Call create Other Activities used for Interaction create (new in 2016) Select View to change between any of these views All Activities, Closed Activities, My Activities (Open) My Closed Activities, Open Activities, Scheduled Activities Page 24 of Jun 16

26 Also, other commands appear from the Ellipse on the Activity card. Pin to Home to add Activities to your Home screen short cuts Change Visualization (scroll as needed) to use Activity List/Grid view Refresh to update your session after recent record creations/changes/deletions (e.g., Refresh after deletion) Page 25 of Jun 16

27 From the Ellipse on Activity card, tap Add New Activity tap then tap Task or Appointment or Phone Call as needed; alternatively, just tap + to choose desired record type. To enter your data, type in data fields and scroll up/down to use all fields On these new records, tap Save, Edit or Cancel as needed Saved record appears on 2 3 screens (scroll left right as needed) Page 26 of Jun 16

28 From the Ellipse on already saved records, use options as needed. To use Quick Commands Save Mark Complete Save & Close For other commands Refresh updates the session after recent record creations/changes/deletions Close Task Delete Page 27 of Jun 16

29 From the Ellipse on Activity card, tap Add New Activity tap then tap Interaction (new in 2016); alternatively, just tap + to choose Interaction. To enter your data, type in data fields and scroll up/down to use all fields Notice the field Interaction With is additional to the Regarding field, to identify of who (Contact or User) and/or what (Account or Lead) was involved on this communication/event, separate from the unique Regarding entity On these new records, tap Save, Edit or Cancel as needed Note: CRMP Interaction is a proprietary Activity record type. As an Activity record, each Interaction allows retroactively documenting any communication or event including Set Regarding (choosing a Contact or Account) and other fields, without unnecessary notifications. This is an efficiency because an Interaction record uses the Interaction With field (a lookup against Contact or Account). Otherwise, users would create/update a Task, or an Appointment or a Phone Call, unnecessarily notifying attendees (from new calendar entries with new invitations to Contacts and Users), all after the fact. Page 28 of Jun 16

30 Optionally, open to an Appointment to then add a new Interaction. Tap the associated Interaction tile on the selected Appointment Tap Add New Interaction or + to create the new record Enter the Interaction data fields, tap Save, then tap Mark Complete to finalize Page 29 of Jun 16

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