Microsoft Dynamics CRM User Guide (1)

5/28/2018 Microsoft Dynamics CRM User Guide (1)

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Content

Whats new?

Get started

Work with customer

Work with case

Manage your service team

Work with campaignWork with report

Administer CRM

Manage your data

Set up mobile app

2013 User GuideMicrosoft Dynamics CRM 2013

Microsoft Dynamics CRM Online Fall '13

Microsoft Dynamics CRM for tablets

Microsoft Dynamics CRM for phones

Microsoft Dynamics CRM 2013 for Microsoft

Office Outlook

This user guide is for people who prefer a print version of CRM Online Fall 13 Help and for

those who want to customize the content for their organization. For videos, quick reference

cards, eBooks, and for up-to-date information, visit the Customer Center at

www.CRMcustomercenter.com.
http://www.crmcustomercenter.com/http://www.crmcustomercenter.com/http://www.crmcustomercenter.com/


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Contents

About this guide ............................................................................................................................... 1

Welcome to the User Guide ............................................................................................................ 1

What's new? ................................................................................................................................. 1

What's new in Microsoft Dynamics CRM 2013? ....................................................................... 1

New mobile apps for phones and tablets ................................................................................. 3

CRM for phones: Set up and use .......................................................................................... 3

Introducing CRM for tablets ................................................................................................. 21

CRM for tablets: Set up and use ......................................................................................... 22

Get started .................................................................................................................................. 43

Top tasks ................................................................................................................................ 43

Import contacts .................................................................................................................... 43

Import accounts, leads, or other data .................................................................................. 46

Quick create--Enter new contacts (or other data)--fast! ...................................................... 49

Keep track of notes, tasks, calls, or email with activities..................................................... 50

Check for duplicates ............................................................................................................ 52

Check out these online help resources ............................................................................... 55

CRM for Outlook ..................................................................................................................... 55

Set up CRM for Microsoft Outlook ....................................................................................... 55

Add Outlook contacts (CRM for Outlook users only) .......................................................... 57

Do your CRM work in Outlook ............................................................................................. 60

Synchronize Microsoft Dynamics CRM data in Outlook ...................................................... 62

Work offline with CRM for Outlook ...................................................................................... 63

Sales .......................................................................................................................................... 67

Work with customers............................................................................................................... 67Create or edit a contact ....................................................................................................... 67

Create or edit an account .................................................................................................... 69

Deactivate or activate an account or contact ...................................................................... 72

Create or edit a lead ............................................................................................................ 73

Create or edit an opportunity ............................................................................................... 76

Create or edit a product ....................................................................................................... 78

Create or edit a goal ............................................................................................................ 80

Create or edit a quote .......................................................................................................... 82

Create or edit a rollup query ................................................................................................ 83

Create or edit a competitor record ....................................................................................... 84

Create or edit an order ........................................................................................................ 85Create, edit, or save an Advanced Find search .................................................................. 87

Collaborate and communicate ................................................................................................ 89

Stay up-to-date with customer news with the activity feed ................................................. 89

Display your picture on the activity feed .............................................................................. 91

Collaborate and communicate with Yammer ...................................................................... 91

Send bulk email to customers ............................................................................................. 92


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Place calls with Skype or Lync ............................................................................................ 93

Work with charts ..................................................................................................................... 93

Create or edit a chart ........................................................................................................... 93

Drill down in a chart ............................................................................................................. 96

Service ....................................................................................................................................... 97

Work with cases ...................................................................................................................... 97Create or edit a case ........................................................................................................... 97

Create or edit a queue ......................................................................................................... 99

Create or edit a contract .................................................................................................... 101

Create or edit a service ..................................................................................................... 104

Create a service activity without checking for conflicts ..................................................... 105

Assign a case to others ..................................................................................................... 107

Track customer and case details ....................................................................................... 108

Support customer service with Microsoft Dynamics CRM ................................................ 109

Introduction to the Guided Case Resolution Process ....................................................... 110

Find a solution from other similar cases ............................................................................ 112

Add a case to a queue ...................................................................................................... 113Find what's assigned to you by using queues ................................................................... 113

Resolve or cancel a case .................................................................................................. 114

Use articles in knowledge base ......................................................................................... 115

Navigate the service calendar ........................................................................................... 118

Schedule a service activity ................................................................................................ 120

Find the next available time before creating a service activity .......................................... 120

Add a phone call, task, email or appointment to a record ................................................. 122

See communication history with closed activities ............................................................. 123

Set up queues to manage activities and cases ................................................................. 124

Work with dialogs .............................................................................................................. 125

Key steps to get started with customer service ................................................................. 125 Create or edit an appointment ........................................................................................... 127

Basics of service and service scheduling .......................................................................... 128

How inline lookup works .................................................................................................... 130

Manage your service team ................................................................................................... 131

Create charts ..................................................................................................................... 131

Define support terms for customers using contracts ......................................................... 131

Set work hours of a resource ............................................................................................ 132

Set the capacity required for a service or resource ........................................................... 135

Set and edit business closures .......................................................................................... 138

Configure the process flow for customer service .............................................................. 139

Create or edit a selection rule ........................................................................................... 140 Marketing .................................................................................................................................. 140

Work with campaigns ............................................................................................................ 140

Key steps to get started with marketing ............................................................................ 140

Target the right customers with marketing lists ................................................................. 141

Create a marketing list and add members to it ................................................................. 142

Reach your customers with a quick campaign .................................................................. 145


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Campaigns vs. quick campaigns: What's the difference ................................................... 145

Plan campaigns ................................................................................................................. 147

Create or edit a campaign template .................................................................................. 147

Create or edit a campaign ................................................................................................. 149

Add a marketing list, sales literature, or product to a campaign ....................................... 150

Create a quick campaign ................................................................................................... 151Track a campaign response .............................................................................................. 153

Track marketing activities through planning and campaign activities ............................... 154

Add a campaign or planning activity to a campaign .......................................................... 155

CRM administration .................................................................................................................. 157

Get started with CRM administration .................................................................................... 157

Add users to Microsoft Dynamics CRM............................................................................. 157

Manage dashboards .......................................................................................................... 157

Merge customized forms into the new style and layouts................................................... 158

About team templates ....................................................................................................... 158

Top tasks .............................................................................................................................. 159

Install product updates ...................................................................................................... 159Assign a record to a user or team ..................................................................................... 160

Administer the activity feed ............................................................................................... 162

Monitor and manage system jobs ..................................................................................... 162

Enable or disable languages ............................................................................................. 163

Create or edit a team ......................................................................................................... 164

Create a team template and add to an entity form ............................................................ 166

Add storage ....................................................................................................................... 169

Import a solution ................................................................................................................ 170

Connect Microsoft Dynamics CRM to Yammer ................................................................. 172

View or download developer resources ............................................................................ 175

Set up Microsoft Dynamics CRM to make calls with Skype or Lync ................................. 176 Manage dashboard components ....................................................................................... 178

Administering Microsoft Dynamics CRM ........................................................................... 179

Troubleshoot Microsoft Dynamics CRM ............................................................................ 179

View or turn off Bing Maps ................................................................................................ 179

View your user profile ........................................................................................................ 180

Subscriptions and sign-in ...................................................................................................... 181

Manage your CRM subscription ........................................................................................ 181

Add user licenses to your subscription .............................................................................. 183

Remove storage from your subscription ........................................................................... 183

Add License Wizard and Add Storage Wizard errors ........................................................ 184

Mobile apps ........................................................................................................................... 184Set up CRM for tablets and phones (for admins) .............................................................. 184

Known issues for CRM for tablets and phones ................................................................. 184

Enable tracing in CRM for tablets ...................................................................................... 186

Customize CRM for phones .............................................................................................. 196

Server-side synchronization for email................................................................................... 197

Email processing through server-side synchronization ..................................................... 197


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Migrate settings from the Email Router to server-side synchronization ............................ 198

Set up email through server-side synchronization ............................................................ 200

Create email server profiles and add mailboxes ............................................................... 200

Create forward mailboxes or edit mailboxes ..................................................................... 209

Monitor email processing errors ........................................................................................ 213

System security ..................................................................................................................... 216Add or remove security from a field................................................................................... 216

Assign a security role to a user ......................................................................................... 217

Create a field security profile ............................................................................................. 217

Understand security roles .................................................................................................. 218

Data encryption ................................................................................................................. 218

Document management ....................................................................................................... 219

Create or edit site records ................................................................................................. 219

Create or edit document location records ......................................................................... 221

Create or add a location for the first time .......................................................................... 222

Manage SharePoint documents from within Microsoft Dynamics CRM ............................ 224

Business processes .............................................................................................................. 226Guide staff through common tasks with processes ........................................................... 226

Add ready-to-use business processes .............................................................................. 227

Create a new business process ........................................................................................ 229

Activate a business process .............................................................................................. 231

Assign a security role to a business process .................................................................... 232

Business rules ................................................................................................................... 233

Settings Topics ..................................................................................................................... 233

Enable document management on entities ....................................................................... 233

Add a field to a form .......................................................................................................... 235

Create or edit a public view for an entity ........................................................................... 236

Create or edit N-N relationships between entities ............................................................. 239 Create a new entity............................................................................................................ 241

Create or edit the main form for an entity .......................................................................... 246

Edit or view managed properties ....................................................................................... 249

Add or edit an image web resource................................................................................... 250

Add or edit form navigation for related entities .................................................................. 251

Add a solution component ................................................................................................. 253

Assign security roles to form ............................................................................................. 255

Create or edit entity fields .................................................................................................. 256

Create or edit views ........................................................................................................... 260

View or edit entity information ........................................................................................... 262

Default solution information ............................................................................................... 264Create and configure forms- default solution .................................................................... 266

View or edit default solution components .......................................................................... 267

Export a solution ................................................................................................................ 270

Export customized entity and field text for translation ....................................................... 271

Change custom entity icons .............................................................................................. 272

Import translated entity and field text ................................................................................ 274


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Test an event script ........................................................................................................... 275

Add or edit a form web resource ....................................................................................... 277

Edit form field properties ................................................................................................... 279

Edit a solution publisher .................................................................................................... 282

Work with fiscal year settings ............................................................................................ 283

Schedule time off ............................................................................................................... 285Create or edit a resource group ........................................................................................ 286

Create or edit a contract template ..................................................................................... 288

Create or edit a system chart ............................................................................................ 289

Restrict a resource from performing a service .................................................................. 291

Recover database space by deleting audit logs ................................................................ 292

View system status and notifications ................................................................................. 294

Choose the sections that are displayed in the Reading Pane .......................................... 294

Properties dialog box ......................................................................................................... 295

Sub-grid properties ............................................................................................................ 295

What is an option set? ....................................................................................................... 296

Work with your user record and work hours ...................................................................... 296System Settings tabs ......................................................................................................... 297

System Settings dialog box - Outlook tab ...................................................................... 297

System Settings dialog box - General tab ..................................................................... 299

System Settings dialog box - Marketing tab .................................................................. 301

System Settings dialog box - Formats tab ..................................................................... 303

System Settings dialog box - Reporting tab ................................................................... 304

System Settings dialog box - Auditing tab ..................................................................... 305

System Settings dialog box - Goals tab ......................................................................... 307

System Settings dialog box - Customization tab ........................................................... 308

System Settings dialog box - Email tab ......................................................................... 309

System Settings dialog box - Calendar tab .................................................................... 312Customize regional options - system settings ............................................................... 313

Customize regional options - personal options .............................................................. 315

Data management and duplicate detection .......................................................................... 316

Add or remove sample data .............................................................................................. 316

Delete bulk records............................................................................................................ 317

Audit data changes ............................................................................................................ 317

Turn duplicate detection on or off ...................................................................................... 318

Set up duplicate detection rules ........................................................................................ 320

Run system jobs to detect duplicates ................................................................................ 322

Import data with the wizard ............................................................................................... 324

Upload a data import file ................................................................................................ 324Review the file upload summary .................................................................................... 324

Select a data map .......................................................................................................... 325

Map record types ........................................................................................................... 327

Map fields ....................................................................................................................... 327

Review the mapping summary ....................................................................................... 327

Review settings and import data .................................................................................... 328


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Mapping entity fields .......................................................................................................... 329

Solutions ............................................................................................................................... 330

Create a managed solution ............................................................................................... 330

Create, edit, and delete solutions ...................................................................................... 332

Add or edit a solution publisher ......................................................................................... 332

Reports ..................................................................................................................................... 332Work with reports .................................................................................................................. 332

Run a report ....................................................................................................................... 332

Create, edit, or copy a report using the Report Wizard ..................................................... 333

Add a report ....................................................................................................................... 336

Edit the default filter of a report ......................................................................................... 337

Organize and lay out your data ......................................................................................... 339

Share a report with other users or teams .......................................................................... 341

Determine who can use a report ....................................................................................... 342

Download a report ............................................................................................................. 343

Customize and organize reports ....................................................................................... 344

Troubleshoot problems with data not displaying in a report .............................................. 346Available reports ................................................................................................................... 347

Case Summary Table ........................................................................................................ 347

Neglected Cases ............................................................................................................... 347

Top Knowledge Base Articles ........................................................................................... 348

Campaign Activity Status .................................................................................................. 348

Campaign Comparison ...................................................................................................... 348

Campaign Performance .................................................................................................... 349

Activities ............................................................................................................................ 349

Competitor Win Loss ......................................................................................................... 350

Products by Contact .......................................................................................................... 350

Invoices ............................................................................................................................. 351Invoice Status .................................................................................................................... 351

Lead Source Effectiveness ................................................................................................ 352

Neglected Leads ................................................................................................................ 352

Orders ................................................................................................................................ 352

Progress Against Goals ..................................................................................................... 353

Quotes ............................................................................................................................... 353

Sales History ..................................................................................................................... 354

Service Activity Volume ..................................................................................................... 354

Account Distribution........................................................................................................... 355

Account Overview.............................................................................................................. 355

Products by Account.......................................................................................................... 356Account Summary ............................................................................................................. 356

Neglected Accounts........................................................................................................... 357

Sales Pipeline .................................................................................................................... 358

User Summary ................................................................................................................... 358

Accessibility .............................................................................................................................. 359

Accessibility for people with disabilit ies ................................................................................ 359


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Keyboard shortcuts ............................................................................................................... 360


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About this guide

This user guide is for people who prefer a print version of CRM Online Fall 13 Help and for those

who want to customize the content for their organization.

For videos, quick reference cards, eBooks, and up-to-date information, visit the Customer Center

atwww.CRMcustomercenter.com

Welcome to the User Guide

What's new?

What's new in Microsoft Dynamics CRM 2013?

Welcome to Microsoft Dynamics CRM 2013!

For phones! New CRM apps for Windows Phone, iPhone, and Android

With the new smartphone apps, you can now access important customer information from your

phone.

Download the app from Windows Marketplace, Apple Store, or Google Play, or check with your

CRM admin (if that's someone other than you) for instructions for your organization.

Works with:

Windows 8.x

Apple iPhone iOS 6.x

Android 4.x

Key features:

See your CRM data quickly displayed and optimized for a mobile screen.

Add and modify contacts, tasks, and notes as well as other relevant sales data.

View activity feeds and see addresses on Bing Maps. Windows Phone only.

Get back to recently viewed records even when youre not connected. Windows Phone only.

All this with no additional license fees.More information:CRM for phones: Set up and use

For tablets! New CRM apps for Windows 8 mobile devices or your iPad

Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are.

Use your Windows 8 device or iPad to stay up to date with your customer info even when youre
http://www.crmcustomercenter.com/http://www.crmcustomercenter.com/http://www.crmcustomercenter.com/http://www.crmcustomercenter.com/


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on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts,

accounts, and leads while the details are still fresh in your mind.

Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin

(if thats someone other than you) for instructions for your organization.Works with:

Windows 8 (including Surface Pro or Surface RT)

iPad (4th Gen)

iPad (3rd Gen)

Key features:

Access your activities, accounts, contacts, leads, and opportunities from an easy-to-use

dashboard.

Quickly enter customer data with only a few taps.

Track progress for key performance indicators visually with charts.

Use Skype to communicate with your contacts.

Access your personalized views of lists to see the data most important to you.

Pin tiles to the app dashboard to get to the info you need quickly.

All this with no additional license fees.

More information:CRM for tablets: Set up and use

New business processes help you follow best practices for commonscenarios

Check out the Microsoft Dynamics Marketplace for several business process solutions that help

organizations like yours follow best practices for common scenarios by industry. These solutions

help you save time by giving you a great starting point for creating business processes that match

the way you do business.

More information:Business process solutions available for download

The system also comes with several business processes already installed. You can use them as-

is, or edit them as needed. More information:Add ready-to-use business processes

Announcing Social Insights powered by InsideView

With Social Insights, powered by InsideView, your Microsoft Dynamics CRM account information

goes from static to dynamic with constant updates to three essential types of informationdata,

insights, and connections. InsideView applies proprietary triangulation and validation techniques

across 30,000+ sources and millions of company and people profiles to deliver relevant, accurate

company and contact information that helps sellers find more leads, win more deals, and retain

and grow customer accounts. Microsoft Dynamics CRM brings Social Insights to you with every

Microsoft Dynamics CRM Online Professional license at no additional charge (U.S. only).

Create compelling customer interactions. Access more degrees of connection for every

prospect. Social Insights helps sellers to be more efficient and effective, while driving CRM


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adoption, because it gives them the real-time insights they need to succeed all in one place; all

within Microsoft Dynamics CRM. Learn more about Social Insights

Navigate easily with the redesigned user interfaceThe new user interface makes doing common tasks quicker and easier:

No more Navigation Pane.To move around in the web application, youll use the nav bar at

the top of the page. The nav bar includes breadcrumbs to let you know where youre

working in the system. More information: eBook: Start working in CRM

Its easier to enter data.Look for the Create command in the nav bar at the top of the page.

Just click or tap the command, and then enter data in a few fields to get new information into

the system. More information:Quick create--Enter new contacts (or other data)--fast!

You can add products quickly to opportunities, quotes, and orders -- and update details likeprice, quantity, and discounts right on the screen where youre working. Plus, you can look up

and add key stakeholders and see at a glance who is involved and what their role is. More

information:Create or edit an opportunity

Click or tap to contact someone.Stay in touch with your customers by clicking or tapping

a phone number to make calls via Lync or Skype. Click or tap an email address to send an

email. In addition, you can see addresses on Bing Maps. More information: Place calls with

Skype or Lync

Microsoft Dynamics CRM is ideal for touch-enabled monitors as well as for monitors that require

a mouse.

See Also

CRM for tablets: Set up and use

CRM for phones: Set up and use

New mobile apps for phones and tablets

CRM for phones: Set up and use

CRM for phones is the essential business tool to help you stay connected and productive

wherever you are. Stay up to date with your customer infoeven when youre on the go. Arrive

prepared for every appointment, and update your notes, tasks, contacts, accounts, leads, and

opportunities while the details are still fresh in your mind.

With the CRM for phones app you can do the following:
http://www.insideview.com/microsoft-social-insightshttp://www.insideview.com/microsoft-social-insightshttp://go.microsoft.com/fwlink/p/?LinkID=314191http://go.microsoft.com/fwlink/p/?LinkID=314191http://go.microsoft.com/fwlink/p/?LinkID=314191http://www.insideview.com/microsoft-social-insights


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See your CRM data quickly displayed and optimized for a mobile screen.

Add and modify contacts, tasks, and notes as well as other relevant sales data.

View activity feeds and see addresses on Bing Maps. (Windows Phone only.)

Get back to recently viewed records even when youre not connected. Windows Phon e only.All this with no additional l icense fees.

If you havent installed the CRM for phones app, you can access your data using your

phones browser. However, this isnt recommended because you lose the advantages of

using the app (see the preceding list).

The CRM for phones app is for installation on smartphones and isnt supported on

tablets.

What you need to use CRM for phones

If your company uses Microsoft Dynamics CRM Online, Microsoft Dynamics CRM Online Fall 13is required.

If your company uses an on-premises version of Microsoft Dynamics CRM, Microsoft Dynamics

CRM 2013 is required. Organizations that are using earlier versions of on-premises editions of

Microsoft Dynamics CRM will need to upgrade.

You must have an Internet or intranet connection and should install the CRM for phones app. See

Installing the CRM for phones app later in this topic.

CRM for phones compatibility matrix

The following table lists the browsers that CRM for phones works with.

Browser Version CRM for phones app CRM for phones

browser

Windows Phone -

Internet Explorer Mobile

7.x X

8.x X X

Safari on iPhone iOS 5.x X

6.x X X

7.x X X

Android 2.3 X

3.3 X

4.x X X

Blackberry 6.x X

7.x X

Note


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Browser Version CRM for phones app CRM for phones

browser

10.x X

Required permissions

Microsoft Dynamics CRM 2013 introduces a new security privilege to provide access to use CRM

for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile

which granted a user access to use what was called Mobile Express, now called CRM for

phones. The Go Mobileprivilege has been renamed to CRM for phones.

By default, this privilege is included for the following default security roles:

CEO-Business Manager

Salesperson

Sales Manager

Vice President of Sales

System Administrator

System Customizer

This applies to new installations Microsoft Dynamics CRM Online or Microsoft Dynamics CRM

2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You

can add or remove this privilege from custom or default security roles to meet your business

needs.

Supported languages

CRM for phones supports the languages listed in the following table.

Mode Languages

CRM for phones browser All available Microsoft Dynamics CRM

languages versions

CRM for phones appWindows Phone

1. Chinese (Simplified)

2. Chinese (Traditional)

3. Czech

4. Danish5. Dutch

6. English

7. Finnish

8. French

9. German


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Mode Languages

10. Greek

11. Hungarian

12. Italian

13. Japanese

14. Korean

15. Norwegian

16. Polish

17. Portuguese(Brazil)

18. Portuguese (Portugal)

19. Russian

20. Spanish

21. SwedishCRM for phones app - iPhone



3. English

4. French

5. German

6. Italian

7. Japanese


9. Spanish

CRM for phones app - Android



3. English

4. French

5. German

6. Italian

7. Japanese


9. Spanish

When the application first loads after installation, it determines the device language and loads the

user interface in that language. If the device language isnt one of the supported languages, the

application loads in English. Once the application has been configured in a Microsoft Dynamics


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CRM organization, the application will load the application pages in the language specified in your

personal options. If your language is not one of the supported languages, the application will fall

back to the base language of the CRM organization, if it is in the supported language list. If the

organizations base language isnt supported, English will be the final fallback if it is enabled on

the server.

Installing the CRM for phones app

Check with your admins to see if they have set up CRM for phones for you by using Set up CRM

for phones.If they have, and youve been directed to install CRM for phones, do the following:

Windows Phone 8 users

Go to theWindows Phone Storeand install Microsoft Dynamics CRM.

Apple iPhone users

Go to theApple App storeand install Microsoft Dynamics CRM.

Android phone users

Go to theGoogle Play storeand install Microsoft Dynamics CRM.

The app will display a splash page with a text box to enter your companys Microsoft Dynamics

CRM web address.

Sign-in for Microsoft Dynamics CRM

Using CRM for phones

Navigation and search

When you first open CRM for phones, youre presented with a list of record types such as

accounts, contacts, and leads.
http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328969http://go.microsoft.com/fwlink/?LinkID=328968http://go.microsoft.com/fwlink/?LinkID=328765http://go.microsoft.com/fwlink/?LinkID=321832http://go.microsoft.com/fwlink/?LinkID=321832


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Tap a record type to display a list of records.

Tap the search icon to search for records. Enter text to search.


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Tap the search icon.

Tap the Microsoft Dynamics CRM logo to return to the list of record types.


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Views

CRM for phones displays the first two columns of the selected view. Tap the view name to

change the current view. For example, you can change the view from Active Contacts to My

Active Contacts by tapping Active Contacts and selecting My Active Contacts.

Initially, 10 records are retrieved for display. Scroll down to retrieve more records.

Forms

You can view forms defined as mobile forms in CRM for phones.


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Only fields that contain data are displayed.

Lookup fields

Use Lookup fields to find records.

Tap the Find icon ( ).


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Tap Look Up More Records.

Enter a few characters to search and tap find.


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Select the record and tap done.

Your record is entered.


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Start a call or email

Start a call or launch your email app by tapping on a phone number or an email field.

Tap the phone number to start a call.

Complete activities

After finishing an activity, you can mark it as complete.

On a Windows Phone, tap the check icon.


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On an iPhone or Android, tap the morecommand and then tap MarkActivityAsComplete.

In your phones browser, tap the check icon .


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Add attachments

You can add an attachment such as a document or picture to a record.

Tap the attachment icon.

Windows Phone app features

The following features are available with the CRM for phones app for Windows Phone.

Activity feeds


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If activity feeds are enabled in your Microsoft Dynamics CRM, you can view user or auto posts in

CRM for phones.

Tap whats new.

View the posts.


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Record panorama

You can swipe to view additional information.

Swipe to view related entities (record types).


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Swipe to view the activity feeds wall.

Offline

You can access recently viewed (cached) data while disconnected from the network. You can

view but not edit data.

Clear local cache


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On a Windows Phone, if youve modified organization settings by making cus tomization or other

changes, you can force the changes to appear on the phone by clearing the cache. Tap the gear

icon and then tap clear local cache.

You can also tap the gear icon to get version info.


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See Also

Known issues for CRM for tablets and phones

Set up CRM for phones

Create and edit mobile forms

Introducing CRM for tablets

Microsoft Dynamics CRM for tablets helps you stay connected and productive wherever you are.

Use your Windows 8 device or iPad to stay up to date with your customer info even when youre

on the go. Arrive prepared for every appointment, and update your notes, tasks, contacts,accounts, and leads while the details are still fresh in your mind.

Works with:

Windows 8 (including Surface Pro or Surface RT)

iPad (4th Gen)

iPad (3rd Gen)

Key features

Access your activities, accounts, contacts, and leads from an easy-to-use dashboard

Quickly enter customer data with only a few taps

Track progress for key performance indicators visually with charts Use Skype to communicate with your contacts

Access your personalized views of lists and grids so that you see the data most important to

you

Pin tiles to the app dashboard to get to the info you need quickly
http://go.microsoft.com/fwlink/?LinkID=327922http://go.microsoft.com/fwlink/?LinkID=327922http://go.microsoft.com/fwlink/?LinkID=320373http://go.microsoft.com/fwlink/?LinkID=320373http://go.microsoft.com/fwlink/?LinkID=320373http://go.microsoft.com/fwlink/?LinkID=327922


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Download the app from Windows Marketplace or the Apple Store, or check with your CRM admin

(if thats someone other than you) for instructions for your organization.

See Also



With Microsoft Dynamics CRM for tablets you can access your Microsoft Dynamics CRM account

from mobile devices through our new tablet apps: Microsoft Dynamics CRM for Windows 8 and

Microsoft Dynamics CRM for iPad. You can look up records, edit them, create new ones, and

keep in touch with colleagues. All while on the go!

What you need to use CRM for tablets

Hardware

Minimum Hardware Requirements

Processor ARM

Memory 1 GB

Resolution 1366x768 (720p)

1920x1080 (1080p)

Other resolutions will be supported through

operating system scaling.

Operating Systems

Operating System Supported

Windows

Windows 8 RT Yes

Windows 8 Yes

Windows 7 No

iOS

iOS 7 Yes

iOS 6 Yes

iOS 5 and below No


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Devices

Hardware Device Supported

Windows 8

Surface RT Yes

Surface Pro Yes

Windows 8 RT (other manufacturers) See Hardware Requirements

Windows 8 (other manufacturers) See Hardware Requirements

iOS

iPad (4th Gen) Yes

iPad (3rd Gen) Yes

iPad 2 (2nd Gen) No

iPad (1st Gen) No

iPad Mini No

iPhone (any version) No

iPod (any version) No

MacBook (any version) No

CRM for tablets is not compatible with other mobile devices, such as smart phones

(Windows Phone, iPhone, or Android-based), or other tablet devices, such as Android-

based tablets.

Deployments

CRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft

Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using

CRM for tablets require the Microsoft Dynamics CRM Online Fall 13 release. Microsoft Dynamics

CRM 2013 on-premises deployments require Internet Facing Deployment (IFD) for users to

access their data on their tablets.

Required Privileges

A new security privilege was introduced to provide access to use CRM for tablets. The privilege is

called Use CRM for tablets.

Prior releases of Microsoft Dynamics CRM have included a privilege called Go Mobile, which

grants a user access to use of Microsoft Dynamics CRM from a mobile phone. To avoid

confusion between the existing privilege (for phones) and the new CRM for tablets privilege, the

Go Mobileprivilege has been renamed to CRM for phones.

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By default, this privilege is included for the following default security roles:

CEO-Business Manager

Salesperson

Sales Manager Vice President of Sales

System Administrator

System Customizer

This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM

2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You

can add or remove this privilege from custom or default security roles to meet your business

needs.

Supported Languages

CRM for tablets supports the following languages:

English - 1033

French - 1036

German - 1031

Italian - 1040

Spanish - 3082

Portuguese (Portugal) - 2070

When the application first loads after installation, it will determine the device language and load

the user interface in that language. If the device language is not one of the supported languages,

the application will load in English. Once the application has been configured in a Microsoft

Dynamics CRM organization, the application will load the application pages in the language

specified in the users personal options. If the user language is not one of the supported

languages, the application will fall back to the base language of the CRM organization, if it is in

the supported language list. If the organizations base language is not supported, then English will

be the final fallback if it is enabled on the server.

Install CRM for tablets

Check with your admins to see if they have set up CRM for tablets for you. More information:

CRM for tablets: Information for admins.If they have, and youve been directed to install CRM for

tablets, do the following:

Windows 8 users

Go to theapp store for Windows 8and install Microsoft Dynamics CRM.Apple iPad users

Go to theApple App storeand install Microsoft Dynamics CRM.
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CRM for tablets app on Windows 8 start screen

The app displays a splash page with a text box to enter your companys Microsoft DynamicsCRM web address. After you provide the URL, click the arrow button in the lower-right corner to

continue.

Sign-in for Microsoft Dynamics CRM

For Microsoft Dynamics CRM Onlineusers

Once you tap the arrow button to sign in with the web address you provide, CRM for

tablets adds d (two dashes + d) to the address. Fo r example, if your organization

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address is https://contoso.crm.dynamics.com , CRM for tablets will change the

address to https://contoso--d.crm.dynamics.com .

If you need to retry signing in, youll see d in the web address. You can sign in with

the modified address or reset it to the address you normally use.

Use CRM for tablets

Sales Dashboard

The home page that appears in CRM for tablets displays a combination of views and charts. The

views, charts, and order they are displayed on the home page are based on a dashboard named

Sales Dashboard. This is a new system dashboard created specifically for CRM for tablets.

The default dashboard experience is tailored for salespeople, but your admin can customize this

dashboard through the web application the same way they would customize any other system

dashboard.

The Sales Dashboard contains the following content by default:

Pinned Tiles section

My Activities (List)

My Open Opportunities (List)

My Open Leads (List) My Active Accounts (List)

My Open OpportunitiesSales Pipeline (Chart)

My Closed Opportunities in Current Fiscal YearTop Customers (Chart)

The Pinned Tiles section doesnt appear in the web application and appears only in CRM for

tablets if you have pinned records or views to the dashboard.


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Command bar

By default, some of the commands that appear in the web application dont appear in the CRM for

tablets app. Similar to the web application, the command bar is context-sensitive and, depending

on what is currently viewed or selected, the available commands will change. To access the

command bar on a Windows 8 device, swipe up from the bottom of the screen. For some screen

elements, a tap and hold will open the command bar.

New record

To create a new record, while you are on the Sales Dashboard, swipe up from the bottom to

access the command bar and then tap the New Recordbutton. This displays a list of all recordtypes that are enabled for CRM for tablets that also have Quick Create forms.

Only entities that have Quick Create forms appear in this list.Refresh

On any page, access the command bar and tap the Refreshbutton to get the latest data for the

page.

Manual sync

Important


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To manually synchronize CRM for tablets with your Microsoft Dynamics CRM data, close the

CRM for tablets app, reopen, and then choose to download the latest customizations, if there are

any. Recently viewed data while you were connected is cached and available when you are

disconnected. Record data like Accounts or Contacts are not synched. You cant choose which

data syncs to the device like what is possible with Microsoft Dynamics CRM for Outlook.

Open in browser

The Open in browsercommand opens the current view or record in the CRM web application.

You must sign in to the web application.

Simple lists

The lists of records that appear on the Sales Dashboard and within a form appear as simple lists.

These lists have a different appearance than the typical view of records. There are a few

frequently used actions you can perform on a simple list:

Tap the header of a list to access the full list for the current view.

Tap a list item to open the form for that item. Tap and hold an item to display the command bar.

Tap the new item button (+) to the right of the view name to create a new record of that type.

Note the following.

The new item button (+) appears to the right of the view name for any entity type that is

Read/Write enabled for CRM for tablets.

Simple lists retrieve ten records at a time regardless of the Records Per Pagesetting in your

Personal Optionsarea of the web application. As you scroll to the bottom of the list, CRM

for tablets displays additional records.

Fields Displayed

A typical view of records displays all columns in the view definition. A simple list displays the firstfew columns from the selected view. Simple lists are also capable of displaying images for each

record if the entity is enabled to display images.


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There are a few special list types. The Activity, Stakeholders, and Sales Team lists are discussed

in the next sections.

Activity Lists

The simple list for activities includes some special functionality that isnt available on other lists.Each standard activity type (such as Phone call and Task) includes an icon to differentiate it from

the other activity types. Next to the icon, the primary field for the activity is displayed and will wrap

up to 3 lines. The next field to display is the first field from the view excluding the primary field,

Due Date, and Activity Type. Activities that can be marked as complete will include a check box

next to them. Simply tap the check box to mark the activity as complete.

The activities list displays activities that are due today and past due activities in a darker color.

Activities that are not due today or past due appear in a lighter color. Activities with a due date

will display the date and time of when they are due.


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Note the following:

The Description field for emails will not appear in lists. This is because it may contain HTML.

For Activities, the new item button (+) opens a flyout so you can select the type of activity to

create. This flyout contains a list of all the read/write enabled activities.

Stakeholders and Sales Team Lists

The Stakeholders and Sales Team lists that appear within an Opportunity display the primary field

and role. These two entity lists have inline create and editing. When you tap the (+) on these lists,

the existing list items move down and a lookup and a drop-down list will become present. Now

you can select (or create) an entity to add to the list through the lookup, and to assign a role

through the drop-down list.


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Editing is an inline experience as well. If you tap the down arrow next to the role name, the drop-

down list appears in edit mode and you can change roles.

Select View

To change the view used to display a list of records, tap and hold the name of the list. Thecommand bar appears, which includes the Select Viewbutton. Tap the Select Viewbutton to

select a different view.

Personal views are listed before system views. You cant create new views within Microsoft

Dynamics CRM.

Lists

Lists display columns similar to what you see in the web application and can be configured by

editing the view for the entity. For more information, seeCreate or edit views.

If a list is too wide to display on your screen, you can swipe to scroll to the right, and then back to

the left. If more rows are available than what fits on the screen, a scrollbar appears. Up to 25

records are displayed by default. As you scroll down, CRM for tablets displays additional records.A status indicator may appear to indicate that more data is being retr ieved.

Resize Columns

You can resize the width of columns in a view. To resize the columns, select the Resize

Columnsbutton from the command bar, and then drag the column handles to the desired width.

The resizing of view columns is sticky per device.

Sort


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When you tap a column header, the view will be sorted in ascending order by that column. When

you tap the column again, it will reverse the sort to be descending. The sorting of view columns is

sticky per device.

FormsIn CRM for tablets, forms have the same fields as configured in the web application.

Sales Lead form in web application

Sales Lead form in CRM for tablets


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Because the same form definition is used, you do not have to manage forms separately. For

example: If you add a new field to the form, you do not need to remember to modify a different

form for it to appear in CRM for tablets.

Fields

Item Description

Lookup

s

Lookup fields have a slightly different user experience than you may be used to with

the web application. Lookup fields in the CRM for tablets app require that you type a

few characters to search for the record you want. There is not an option to select a

record from a view. When you type characters into the lookup field, CRM for tablets

shows matching results in the bottom left corner of your screen. To select a record,

simply tap it in the list of results.

Security

Fields

Field-level security is applied in CRM for tablets.

Phone

Number

and

Email

Address

Fields

You can start a Skype call or new email message with your default email provider

because phone number and e-mail fields are clickable in forms and lists.

Communication Card

A special tile exists to represent User or Contact records. This type of tile is referred to as a

communication card. As shown in the following screenshot, the communication card appears at

the top of the list of tiles in the Relationships section of the form.


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On the right side of the communication card is an email button and a phone call button. If you tap

the email button, it will open your default email application on your tablet. If you tap the phone

call button, it will initiate a Skype call. If you click or tap the phone icon to make a Skype call, the

CRM for tablets app will open the phone call form when you return. On a Windows 8 device, you

are automatically directed to the app store if Skype isnt installed. Tapping the main section of the

contact card will open the corresponding record.

CRM for tablets displays a communication card on any form that contains a Quick View form for

the Contact entity. The user and contact forms always have a self-referential communication

card. For example: The form for a contact record includes a communication card for the currently

viewed contact record. The form for a user record always displays a communication card for the

currently viewed user record.

Contacts that you pin to the dashboard appear with the communication card experience if youenlarge the tile.

When you send an email message, it is not tracked in Microsoft Dynamics CRM. You

must use CRM for Outlook to manually track the sent email.

Next and Previous Records

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When you open a record from a list, the left side of the form includes a slider bar to navigate to

other records from the originating list. Simply tap and hold the slider bar and move it up or down

to access the next or previous records.

As you move the slider bar up or down, you will see the names of the records from the list that

you can choose. When you release your finger from the slider bar, the selected record will open.

Notes and Attachments

You can create, view, and edit notes within CRM for tablets. You can also add attachments from

your device.

Form Features not available

There are some features available in the web application that are not available in CRM for tablets.

This includes the following:

Yammer and Activity Feeds Bing Maps integration

SharePoint Document Libraries

iFrames - typically used for including web pages in a form.

Web Resources

The ability to switch to another form when there are multiple entities per form. The CRM for

tablets app always uses the first form in the form order that you have privileges to use.


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Business process flows

Business process flows are available in CRM for tablets similar to what is available in the web

application.

There are a couple of navigation differences. A flag labeled Next Stageappears that you can tap

to move to the next stage.

To display additional commands related to the process, tap and hold the header of the stage

section to select it.


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The command bar appears with an option to move back a stage and another option to switch

processes.

If you have a process that spans multiple entities, including an entity that is not available

in CRM for tablets, you cannot navigate to the record type that is not available.

Save

Records are saved in CRM for tablets based on how your admin configured Auto Save in your

organization settings.

Note the following:

If Auto Save is enabled for your organization (the default), changes you made will be saved

when you leave the form.

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If Auto Save is disabled for your organization, you must use the command bar in CRM for

tablets (swipe from the bottom of the screen) and tap Saveto save your form changes.

Charts

Charts appear if they are included in the Sales Dashboard.

Drill Through

Similar to the web application, you can tap a section of a chart to drill through and see the records

that represent that part of the chart.

Simply tap a section of the chart and you will see the chart alongside the corresponding records.

Tap another section to view the records that represent that section or click the area surrounding

the chart to view all records for the current view.


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Tap any of the records in the view to open the form for the record.

You can see charts alongside a list only if you tap a chart from the Sales Dashboard. It is

not possible to make a chart appear next to a list if you do not start from a chart on the

Sales Dashboard.

Change View

While you are viewing a chart, you can change the current view. If you change the current view, it

will cause the chart to be refreshed with the data that matches the filters defined in the selected

view. To select a different view, tap the Select Viewbutton on the command bar and then choose

another view.

All available System Charts and Personal Charts will appear.

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Change Chart

To select a different chart to display the data, tap the Select Chartbutton on the command bar.

Limitations

The dashboard only displays charts created through the Chart Designer in the MicrosoftDynamics CRM web application. If you modified the XML for a chart definition and imported it

back into Microsoft Dynamics CRM, that chart may not display in CRM for tablets.

Search

Perform a Search


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One of the great features available in CRM for tablets is the ability to execute a Quick Find query

across multiple entities (max of 10) at once. Quick Find is a core feature of Microsoft Dynamics

CRM that has been available since version 1.0. In the web application and CRM for Outlook, you

are currently able to search against one entity at a time. The ability to search across multiple

entities at once is new with this release and is currently available only within CRM for tablets.

When you perform a multi-entity Quick Find, results are grouped by entity and sorted by the order

specified in the Quick Find View for the entity.

As with any Quick Find query, the generated query uses a starts with condition. For example: If

you search for Alpine, it would return any results where the searchable columns were found to

match records that started with those characters. If the Account entity is enabled and the Name

field is one of the enabled Find Columnsin the Active AccountsQuick Find view, accounts that

start with the word Alpine would be returned. Alpine Ski House might be one of the results

returned. However, if you used the word Ski, this record would not be returned.

Note the following:

The multi-entity Quick Find feature is available only within CRM for tablets.

You need to type at least three characters before you can perform a multi-entity Quick Find

search.

Although it is possible to add a wildcard character (such as *Ski), this type of search

should be avoided because it can result in performance issues.

Filter to a specific entity

If you start a search from the dashboard, the search will default to search across all entities

enabled for multi-entity Quick Find. If you are viewing a form or list for a certain entity (such as

Account) and then you start a search, the search will default to filter based on that entity type.The upper-right corner of the application provides a drop-down field to change the current entity

filter. You can choose to search against a specific entity or choose Noneto search against all

entities enabled for multi-entity Quick Find.

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Choose Noneto search against all entities enabled for multi-entity Quick Find

Choose a specific entity to search against

Default Search Entities

The following entities are enabled by default for multi-entity Quick Find:

Account

Contact

Lead

Opportunity

User

Competitor

Activities

Offline (disconnected)

CRM for tablets caches records and lists that you have recently accessed within the app. The

next time you open a record it will retrieve the data from the cache if it is available. A background

request to the server will retrieve and render the changes and update the cache.

The CRM for tablets app uses internal logic to determine which records to maintain in the cache.

There is not a background synchronization process like the CRM for Outlook application or the

ability to define filters that control which records will be available when CRM for tablets is not


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connected. The records displayed on the Sales Dashboard are prioritized for caching. This

includes the lists of records on the Sales Dashboard, as well as any records pinned to the Sales

Dashboard. The data that is cached are the columns necessary to display the lists and tiles. Data

from recently accessed lists and forms get second priority. The records that are cached are

based on what you accessed in the CRM for tablets app. It does not cache based on records you

accessed in the web application.

When CRM for tablets cannot connect to the Microsoft Dynamics CRM server, you can still

access cached data. The data that is cached on your device is read-only and you cannot create

any new records until you reconnect to the Microsoft Dynamics CRM server. To notify you that

you are working in a disconnected state, an alert will appear to indicate you are offline.

When the connection to the Microsoft Dynamics CRM server is available again, you can tap the

Offline indicator and then tap the Reconnectlink.

If you are using your CRM for tablets with Microsoft Dynamics CRM 2013 (on-premises): When you lose your internet connection, you can continue to use CRM for tablets while

disconnected. However, once you start another app (essentially closing CRM for tablets), you

will be unable to use CRM for tablets until you can connect to the internet.

Note the following:

Charts are not available when you are offline.

This cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on

a Windows 8 device.

CRM for tablets does not include a feature to remotely wipe the data from a device.

Images such as contact photos are cached in the browser cache, so they might not be

available when you are offline.

See Also

Known issues for CRM for tablets and phones

Set up CRM for tablets (for admins)

Get started

Top tasks

Import contacts

Whether your contacts are stored in an email program, a spreadsheet, or on your phone, youll

probably want to import them into Microsoft Dynamics CRM so you can keep track of the people

you do business with all in one place.

Step 1: Get your import file ready

First, you export your contacts into a file.

Note
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These file formats are supported:

Comma-separated values (.csv)

Text (.txt)

Compressed (.zip) Excel Spreadsheet 2003 (.xml)

The maximum file size allowed for .zip files is 32 MB. For the other file formats, the maximum file

size allowed is 8 MB.

If you need to import a larger amount of data, see the Developer Toolkit for Microsoft

Dynamics CRMfor additional details.

If you store contacts in more than one program, add your import files to a single .zip file.

Then import the .zip file to bring in all the files at once.

Follow the procedure for the program or location where your contacts are stored:

1. Export the contacts into a comma separated values file (.csv).

To find specific steps to export contacts from your email program, open the programs

Help, and search for export. Look for topics that include exporting contacts or

exporting your address book or export wizard in the title.

2. Save the file in a location where you can find it easily later.

1. Open the spreadsheet.2. If necessary, edit any column name in the spreadsheet to match exactly with the

corresponding name shown here.

Warning

If the spreadsheet doesnt include all the column names listed, thats okay.

However, if a column name does exist, it must match exactly with the

corresponding name in the list or the import wont work. Spaces are required.

Note that the word Email doesnt contain a hyphen.

Column Name in Spreadsheet (spelling must

match exactly)

First Name

Middle Name

Last Name

Business Phone

Tip

Export contacts from an email program

Export contacts from a spreadsheet
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Mobile Phone

Job Title

Business Street

Business City

Business State

Business Postal Code

Business Country/Region

Email Address

3. Save the file.

1. Use a USB cable or an app to export your contacts from your phone to your computer.

To find specific steps to export contacts for your brand of phone, search for export

contacts from my phone in your favorite search engine (like Bing).

To find an app, search your phones online store.

Step 2: Import the file

Youll use the Import Datawizard to import your contacts.

1. Follow the steps for the app youre using.

If using the CRM web application

a. On the nav bar, click or tap Microsoft Dynamics CRM> Settings.

Settingsappears on the nav bar.

b. Click or tap Settings> Data Management.

c. Click or tap Imports.

If using CRM for Outlook

a. In the Navigation Pane, click or tap Settings> System> Data Management

> Imports.

Export contacts from your phone


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2. Click or tap Import Data.

3. Browse to the folder where you saved the file that contains the export of your contacts.

Select the file, then click or tap Open. Click or tap Next.

Tip

You can import only one file at a time. To bring in more files, run the wizard again

later, or add all your contacts files to a single .zip file.

4. Review the file name, and if the file is in .csv or .txt format, verify that the field and data

delimiters are correct. Click or tap Next.

Note

In most cases, you can accept the default delimiters.

5. Select Default (Automatic Mapping)for the System Data Map. Click or tap Next.

6. In the Microsoft Dynamics CRM Record Typesdrop-down list, select Contacts. Click or

tap Next.

7. For any record type with an alert icon, map the column from your contacts file to the

corresponding field in Microsoft Dynamics CRM. Click or tap OK, then click or tap Next.

8. Review the summary, then click or tap Next.

9. Click or tap Submit.

10. To verify that the wizard was successful, click or tap Imports, then review the report.

Otherwise, click or tap Finish.

Step 3: Check that the contacts imported successfully

After the wizard finishes, check your list of contacts to make sure they imported correctly.

1. Click or tap Microsoft Dynamics CRM, then click or tap your role (either Sales, Service,

or Marketing).

2. Click or tap Contacts.

3. Scroll through the contact list. Check that each person is listed and verify the contents of

the fields for accuracy.

See Also

Import accounts, leads, or other data

Import accounts, leads, or other dataWhether your data is stored in spreadsheets, databases, or other systems, youll probably want to

import the data into Microsoft Dynamics CRM so you can keep track of all your customer

information in one place.

You can import any type of information, such as accounts, leads, or opportunities even activities

or cases. (The different types of information are called record types.)


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Want to import contacts? More information:Import contacts

Step 1: Get your import file readyFirst, youll need to get your data into a file.

Make sure your data is as complete and accurate as possible when you create the import file. Fill

in any missing info, and verify that names and other information are spelled correctly.

These file formats are supported:

Comma-separated values (.csv)

Text (.txt)

Compressed (.zip)

Excel Spreadsheet 2003 (.xml)

The maximum file size allowed for .zip files is 32 MB. For the other file formats, the maximum file

size allowed is 8 MB.

If you need to import a larger amount of data, check out the Developer Toolkit for

Microsoft Dynamics CRMfor additional details.

You can add multiple import files to a single .zip file, and then import the .zip f

Documents

Microsoft Dynamics CRM User Guide (1)