Non-Profit Solution for Microsoft Dynamics CRM 1

Non-Profit Solution for Microsoft Dynamics CRM

Users Guide

Table of Contents
Introduction ................................................................................................................................................................................. 2
Overview ...................................................................................................................................................................................... 2
Default Objects ........................................................................................................................................................................ 2
Screen Elements ...................................................................................................................................................................... 3
Required and Recommended Fields ........................................................................................................................................ 3
Contact Management .................................................................................................................................................................. 4
Constituents ............................................................................................................................................................................ 4
Members ................................................................................................................................................................................. 6
Prospects ................................................................................................................................................................................. 8
Addresses .............................................................................................................................................................................. 10
Relationships ......................................................................................................................................................................... 10
Donation Management .............................................................................................................................................................. 12
Programs ............................................................................................................................................................................... 12
Pledges .................................................................................................................................................................................. 13
Donations .............................................................................................................................................................................. 15
Member Management............................................................................................................................................................... 18
Memberships......................................................................................................................................................................... 18
Benefits.................................................................................................................................................................................. 19
Communications Management ................................................................................................................................................. 22
Campaigns ............................................................................................................................................................................. 22
Marketing Lists ...................................................................................................................................................................... 24
Event Management ................................................................................................................................................................... 26
Track Event Packages ............................................................................................................................................................ 31
Track Event Sponsors: ........................................................................................................................................................... 31
Activities & Follow Up ................................................................................................................................................................ 34
Activities ................................................................................................................................................................................ 34
Followups .............................................................................................................................................................................. 36
Configuration ............................................................................................................................................................................. 37
Workflows ............................................................................................................................................................................. 37
Templates .............................................................................................................................................................................. 44
Reports .................................................................................................................................................................................. 52
Non-Profit Solution for Microsoft Dynamics CRM 2

Introduction
Microsoft Dynamics CRM Online combines everyday Microsoft Office applications with powerful customer
relationship management (CRM) software accessed over the Internet to rapidly improve relationships with
donors, volunteers and clients. Microsoft Community Affairs has worked with the Dynamics Product team to
create an NGO accelerator that turns a powerful sales and marketing tool into a robust CRM tailored to
nonprofit needs.
Microsoft Dynamics CRM Online provides a powerful yet easy-to-use CRM solution delivered over the Internet,
so that organizations can get up and running quickly and cost-effectively with the flexibility to meet the unique
needs of any business.
Microsoft Dynamics CRM Online equips nonprofit professionals with access to constituent information through a
full suite of marketing, sales, and customer service capabilities with a familiar Microsoft Office Outlook
experience to help ensure rapid user adoption and fast results.
Microsoft Community Affairs and the Dynamics CRM product team have developed the Non-profit Solution for
Microsoft Dynamics CRM as a starting point for non-profit organizations. The accelerator has modified the
corporate version of CRM to include objects such as Donations and relationships to Members. The Solution
can be modified to suit most nonprofit business needs through customization.
Examples of additional functionality include client and service data management, case management, group
activity scheduling, volunteer management and more.

Overview
Default Objects
Default objects are those that appear in the navigation pane on the left side of the screen. They always appear
but may be disabled by your administrator, or may be unavailable based upon role security settings. If an object
is disabled, it usually means that there is another place to perform that action such as tabs in a constituent
record.
 Non-Profit Solution for Microsoft Dynamics CRM 3

Screen Elements

Navigation Pane The left area of the screen providing access to the different groupings of functionality
(i.e. Relationships, Donations, Campaigns) and their sub-menus (i.e. Activities, Prospects, Members etc.
for Relationships)
Navigation Ribbon The ribbon at the top of the screen allowing a user to create a new activity, create a
new record, navigate to groups of functionality and their sub-menus, or perform an Advanced Find
query.
Primary Working Pane The area of the screen within which the user will view content
Tool Ribbon The ribbon above a view or on individual screens with buttons (or tools) to perform
specific functions (i.e. copy, save, new)
Search Ribbon The ribbon above a view allowing a user to search the view for specific records using
predefined filter criteria
Context Default View The default view that is displayed when a user navigates to a specific type of
content (i.e. Constituents, Members, Activities, etc.)

Navigation Ribbon
Primary Working Pane

Search Ribbon

Navigation Pane Tool Ribbon

Context Default View

Required and Recommended Fields

Business Required fields are marked with a * symbol and are required by Dynamics CRM in order to save the
data in any form. Business-Recommended fields are marked with a + symbol and should also be completed. The
more data you collect and enter into any form, the more information you will have available in the future for
reporting or communicating with a constituent, donor, or volunteer.
Non-Profit Solution for Microsoft Dynamics CRM 4

Contact Management

Constituents
Constituents are individuals or contacts that you want to track and communicate with.
Constituents can have the following attributes:
Addresses
Relationships
Activities
Sub-Contacts
Memberships
Benefits
Pledges
Donations
How to create a constituent:
1. Log into your instance
2. From the Relationships group in the Navigation Pane, select the Constituents sub-tab
and the following will be displayed:

3. Click the New button .

Non-Profit Solution for Microsoft Dynamics CRM 5

4. Fill in the Constituent (Individual) Last Name (this is the only required field) and any
additional fields that you have the data to complete.
5. Save the record. NOTE: Only after saving will the detailed information be available
You have several options to choose from when you save a record:

Save saves the information and leaves the current record open for additional editing
Save and Close saves the information and closes the record
Save and New saves the information and opens a new record of the same type
(member, constituent, prospect, donor, etc.)
Using the relationships tab at the top vs. using the Current Employer field in Details vs. using the
Parent Record field in General vs. using the Relationships details on the left.
Relationships can be attached to donations and include aggregate donation amounts
(lifetime, YTD, etc.). A single member can have relationships with many constituents and
a single constituent can have relationships with many members. . Creating relationships
requires planning and training before creation in order to produce accurate reports.
The current employer field under Details can be useful for reference purpose. However,
updating this field does not update the member record in any way (it is not possible to
view all employees of a member from the member record). This field can be used in
reporting.
The Parent Record field is the basic Dynamics CRM functionality. This allows a single
member to be linked to many constituents. Updating the Parent Record field in the
constituent will update the Constituents list in the member organization. Although this
kind of link cannot be connected to a donation, it is far easier to report on than the
Relationships tab.
Non-Profit Solution for Microsoft Dynamics CRM 6

The relationships detail to the left has likely been disabled by your Dynamics CRM
administrator. This functionality has been replaced with the Relationships tab at the top
in the Non-profit Solution for Microsoft Dynamics CRM. This element can be easily
enabled by your Dynamics CRM administrator.

Members
Members are not the same as constituents. Members represent a higher level entity which
would equate to a company or a household in another CRM. Uses of Members:
Use Members when you want to a company or household to subscribe to your
organization, pay dues, renew, and receive some benefit such as newsletter or invitation
to events.
Using Members provides you with the ability to group constituents by organization or
household in reports, identify a primary constituent for an organization or household,
and to provide aggregate reporting.
Members may have the following attributes:
Addresses
Relationships
Activities
Sub-Companies
Memberships
Benefits
Pledges
Donations
How to create a member:
1. Log into your Microsoft Dynamics CRM with Nonprofit Accelerator instance
Non-Profit Solution for Microsoft Dynamics CRM 7

2. From the Relationships group in the Navigation Pane, select the Members sub-tab and
the following will be displayed:

3. Click the New button .

4. Fill in the Member (Organization) Name (required field) and Classification (required field)
and any additional fields that you have the data to complete.

5. Save the record. Only after saving will the detailed information be available
The Primary Constituent allows you to specify a primary contact for that organization. Excellent
for reporting (ex: print a list of all organizations and the primary contacts phone number)
Using the relationships tab at the top vs. the Constituents detail on the left vs. relationships
detail at the left:
Non-Profit Solution for Microsoft Dynamics CRM 8

The Relationships tab can be used to attach donations to a member/constituent.

Aggregate donation amounts (lifetime, YTD, etc.) can be viewed here. A single member
can have relationships with many constituents and a single constituent can have
relationships with many members. Creating relationships requires planning and training
before creation in order to produce accurate reports.
Constituents detail is the basic Dynamics CRM functionality. This allows a single member
to be linked to many constituents. Adding a constituent to a member updates the
Parent Record field of the Constituent. Although this kind of link cannot be connected
to a donation, it is far easier to report on than the Relationships tab.
The relationships detail to the left has likely been disabled by your Dynamics
administrator. This functionality has been replaced with the Relationships tab at the top
in the Non-profit Solution for Microsoft Dynamics CRM.

Prospects
A prospect represents an initial contact with your organization that could eventually become a
member, constituent, or opportunity. It allows you to record basic information before
determining the type of record(s) it will become. Other uses of prospects:
Capture inquiries from anonymous contacts
Capture inquiries to a general information line and assign it to staff to follow up on
How to create a Prospect:
1. Select Prospects from the Relationships tab.

2. Click the New button .

3. Enter a descriptive topic and a last name (required fields) and any additional fields that
Non-Profit Solution for Microsoft Dynamics CRM 9

you have the data to complete.

Field Level Notes:
Topic
This information should reflect what the prospect is interested in. For example, if a potential
donor calls and asks for details on an upcoming event, list the name of the event here.

There are a number of options when saving records:

Save saves the information and leaves the current record open for additional editing
Save and Close saves the information and closes the record
Save and New saves the information and opens a new record of the same type
(member, constituent, prospect, donor, etc.)
How to convert a prospect to a member, constituent, or opportunity:

1. From the prospect click Convert Lead .

2. Select one or more final record types.

3. For opportunities select the potential customer through the lookup OR disqualify the
prospect for any reason.
Non-Profit Solution for Microsoft Dynamics CRM 10

Addresses
Address records allow you to record multiple addresses for a member or constituent.
How to create and address:
1. To create an address open the member or constituent and select the Address detail from
the left navigation pane of the object record:

2. Click and enter the desired information.

o Note: An address can also be linked to a specific relationship
o Example: a constituent works part time for two member organizations, or is a
member of a household. There are two relationships recorded for the constituent,
one for each member. You wish to know which address to use for each relationship.
o When to use an address vs. address fields on record (additional addresses are good
for looking up a specific record, but are difficult to pull in a report for multiple address
lists). The basic address fields should always be filled in when available for reporting
purposes.

Relationships
Relationships are a link between:
2 members OR
2 constituents OR
A member and a constituent
Relationships can be used to track donations gathered through a relationship
Example: Sam makes two donations, one for $10 by himself, and another for $20 that was
Non-Profit Solution for Microsoft Dynamics CRM 11

gathered through his organization. The $10 donation would be recorded as a donation
directly from Sam, while the $20 would be linked to both Sam and Sams relationship
record with his organization. Sams record would show $30 in total donations while the
relationship record would show $20.
Relationships can also contain activities, history, and addresses
How to create a relationship:
1. Open up a member or a constituent record. Click on the Relationships tab at the top of
the record.

2. Click Add New Relationship link.

3. Select a Role (required field) from the drop down list, the type of Relationship 2 (member
or constituent), select the specific member or constituent (required field), and save the
record.
Non-Profit Solution for Microsoft Dynamics CRM 12

Donation Management

Programs
In the Non-profit Solution for Microsoft Dynamics CRM, a Program may be created to associate
with donations. Like a campaign, you can set goals but you can also set other information
associated with it such as a start and end date. A Program in the Non -profit Solution for
Microsoft Dynamics CRM is NOT used to track organizational programs, but can be made to do so
with additional configuration.
Programs can have:
Memberships
Pledges
Donations
Campaigns
To create a program:
1. Click on the Donations tab and then the Programs sub-tab.

2. Select the New button .

3. Enter a Name for the program (required field) and any additional known information and
click Save.
Non-Profit Solution for Microsoft Dynamics CRM 13

Pledges
A pledge is a way of recording pledges before they have been paid. It can be associated with a
Constituent, a Member, a Campaign and/or a Program, split among multiple
Campaigns/Programs, and consist of multiple payments (donations).
A pledge can be linked to a constituent and/or a member.
A pledge can be associated with.
A parent-pledge
A program
A campaign
How to create a pledge:
1. From the constituent or member select the Pledge details tab on the left.
Non-Profit Solution for Microsoft Dynamics CRM 14

2. . Click the New button .

3. Enter a name for the pledge (required field).

4. Select the appropriate Program and/or Campaign. Click the Look Up button to find
the Program and/or Campaign.
5. You can also create a New Program or Campaign in the Look Up Results dialog.

6. Record the amount and date of the pledge (required fields) .

7. Indicate whether the pledge should be divided over multiple donations (required field).
How to link to a donation:
1. Open the pledge and select the Donations detail.
2. Click New Donation.
Non-Profit Solution for Microsoft Dynamics CRM 15

Donations
A donation is a monetary contribution that is linked to a constituent or a member.
A donation can be associated with
A pledge
A program
A campaign
Creating a donation
1. From the member or constituent select the Donations detail tab.

2. Click the New button .

Non-Profit Solution for Microsoft Dynamics CRM 16

3. Select the Program or Campaign. Indicate the Amount (required field), Donation Date
(required field), and Status Reason (required field).

4. Save the record.

5. If desired, link to a relationship by clicking Relationship on the left and selecting the
appropriate relationship.
6. After saving the record, click on Relationships. Click on Add an Existing Relationship.
Select the appropriate relationship in the left box then click the >> button to move it to
the right box. Click OK.

Payment Transactions
A Payment Transaction is a way of tracking payments associated with a donation. It is NOT an
accounting system but rather information about payment methods that can be used for reporting
purposes and to make future business decisions.
Using Payment Transactions vs. adding a payment method to the donation record it may be
simpler for your Dynamics administrator to add a payment method to the donation record if you
do not wish to record detailed payment transaction information.
If you are utilizing the add-in that allows for integration with Amazon payments, Payment
Transactions are required to be used.
Payments have the following characteristics:
Includes a transaction id, date, amount, status, method, and notes
Links to a donation
How to create a new payment transaction:
1. From the Donations record click the Payment Transactions sub tab.
2. Click Add Existing Payment Transaction.
3. Click New.
Non-Profit Solution for Microsoft Dynamics CRM 17

4. Input the necessary information.

5. Save the record.

6. Locate the record in the search dialog and select it.

7. Save the Donation record.
Non-Profit Solution for Microsoft Dynamics CRM 18

Member Management

Memberships
A membership can be linked to a constituent or a member
A membership can be associated with:
Benefits
Donations
A Program
Membership numbers are created and entered by you (not automatically generated by the
system)
How to create a membership:
1. From the member or constituent click the membership details item.

2. Click the New Membership button

Non-Profit Solution for Microsoft Dynamics CRM 19

3. Look Up the desired program (required field) and indicate a start date and end date
(required fields).
4. Enter a Membership Number if desired.
5. Save the record.
How to link to a donation:
1. Click the donations sub-tab of the membership record.
2. Click the New button (or find an existing).
3. Enter the necessary information (See the Donations section of this document).
4. Save and close the Donation record.
5. Save the membership record.
How to link to a benefit
1. Click the Benefits details button.

2. Click the button.

3. Select the appropriate Benefit Item.
4. Enter the quantity and markup, discount, tax, if desired.
5. Save the record.

Benefits
A benefit links a membership, constituent, or member to a particular benefit of being associated
with that relationship (membership, donation, etc.) with the quantity of that benefit.
How to create a benefit
1. From a membership, constituent, or member record.
2. Click Benefits details on the left.
Non-Profit Solution for Microsoft Dynamics CRM 20

3. Click the New Benefit button .

4. Select the appropriate Benefit Item (required field).

5. Enter the quantity and markup, discount, tax, if desired and indicate if the benefit was
fulfilled.
6. Save the record.

Benefit Items
A Benefit Item (similar to a product). Is linked to a constituent, member, or membership through
the Benefits object.
How to create a Benefit Item
1. Click on Settings.
Non-Profit Solution for Microsoft Dynamics CRM 21

2. Select the Benefit items sub-tab.

3. Click the New button

4. Enter a name for the item (required field) and any additional information that is available.
5. Save the record.
Non-Profit Solution for Microsoft Dynamics CRM 22

Communications Management

Campaigns
A campaign is a marketing tool that allows us to pull together different objects into one place for
the purpose of communication.
A campaign may include:
Tasks
Activities
Responses
Pledges
Donations
A campaign is associated with Marketing Lists that define members
How to create a new campaign
1. Select Campaigns.
2. Select the Campaigns sub-item.

3. Click the New button

Non-Profit Solution for Microsoft Dynamics CRM 23

4. Enter a name for the campaign, the status reason and currency (required fields) and any
additional information available.
5. Events if you select Event as the Campaign type, the Event Details tab is visible. To
enter event information, select the Event Details tab:

6. Event Details include Event Type, Primary Venue (you can maintain a list of venues you
typically use), capacity, wait list settings and more. To see complete instructions on how
to set up an event, see the Events Management section of this document.
7. Save the record.
Non-Profit Solution for Microsoft Dynamics CRM 24

Marketing Lists
Marketing lists contain members and constituents and can be used for bulk emailing, or simply
managing lists of people you wish to send specific communications to. Constituents or members
can be associated with multiple Marketing Lists. Possible uses for marketing lists:
Newsletters
Donor Solicitations
Volunteer Communications
Board Communications
Members of marketing lists are not dynamically updated they must be manually refreshed
How to create a marketing list:
1. Click Campaigns.
2. Click the Marketing Lists sub-tab.

3. Click the New button .

4. Enter a name and select member type (required fields).
5. Save.
How to add members to the new Marketing List:

1. Click the Manage Members button .

2. There are 4 options to manage members of a list:
o Lookup to add members type a member name or part of the name
o Use advanced find to add members use a query to add members (leave criteria
blank to see all members)
o Use advanced find to remove members use a query to add members (leave criteria
Non-Profit Solution for Microsoft Dynamics CRM 25

blank to see all members)

o Use advanced find to evaluate members use a query to add members (leave criteria
blank to see all members)
How to export the marketing list for use in bulk email system
1. Click Marketing List Members from the Marketing List.

2. Click the Excel icon .

3. Select Static Worksheet with records from all pages in the current view.
4. Click Export the data will be exported to Excel.
How to Mail Merge Members with a Word document

1. Click on .
Non-Profit Solution for Microsoft Dynamics CRM 26

2. Select the mail merge type Letter, label, email, fax, etc.
3. Choose to start with a blank document, an organizational template, or a personal
template. See the Templates section of this document for complete instructions on how
to create and manage templates.
4. Confirm the data fields and click OK. You will be walked through the Word mail merge
wizard to merge the data into the document.

Event Management
Events are managed as Campaigns in Dynamics CRM.
1. Create a new campaign (see Campaign section). Name the Campaign with the Event name
and select Event as the Event Type:

2. Enter the appropriate data on the Event Details tab:

Non-Profit Solution for Microsoft Dynamics CRM 27

3. Record pledges and donations for the event

o Find the requesting constituent or member
o Click on the pledges or donations details tab for that record
o Create a new pledge or donation by clicking the new button
o Select the event campaign in the Campaign field:

4. Creating marketing lists for potential or actual attendees.

5. Create a new marketing list (see above).
6. Add to the campaign.
7. Click Target Marketing Lists.
8. Click New.
9. Search for the name of the created marketing list.
10. Select.
11. Click OK.
12. Decide if you want the marketing list to apply to all Campaign Activities within the
campaign (uncheck the box if No).
How to track Event Sessions
1. From the Event Campaign, select Event Session Times.
Non-Profit Solution for Microsoft Dynamics CRM 28

2. Click to add a new event session time.

3. Enter the Name (required) and any additional information that is available.
4. You may look up an existing session or add a new session by clicking on the by the
Session field.
Non-Profit Solution for Microsoft Dynamics CRM 29

5. Add a new session by clicking .

6. Enter the Session Title (required) and any additional information that is available.
7. You may also add both internal and external speakers by selecting those options on the
left.
8. Track your Event Team Internal and/or External by selecting Event Team (Internal) or
Event Team (External) from the left.
Non-Profit Solution for Microsoft Dynamics CRM 30

9. Click on to add an existing user (internal) or constituent

(external) to the Event Team.

10. Select the Team Member, and the Event Team Role.
11. Save and Close the record.
Non-Profit Solution for Microsoft Dynamics CRM 31

Track Event Packages

Event Packages are collections, or packages of activities associated with an event. For example,
you may have a team-building exercise, dining, arts and culture excursions, sports events, etc. For
each activity you can specify group size, duration, cost and more.
To create a new event package:
1. Open your event campaign and select Event Packages.

2. Click on .

3. Enter the Package Name (required), and any additional information that is available.
4. Save the record.

Track Event Sponsors:

Event Sponsors and their level and type of support can be tracked, tying important information to
the member record of the sponsor.
How to create an Event Sponsorship record:
1. Open your event campaign and select Event Sponsors.
Non-Profit Solution for Microsoft Dynamics CRM 32

2. Click on .

3. Enter the Sponsorship Name (required) and any additional information that may be
available.
4. Save the record.
Non-Profit Solution for Microsoft Dynamics CRM 33

Track Event Group Allocations

Event Group Allocations provide a way to track specific groups of attendees for an event as well
as a special price option.
To create an Event Group Allocation:
1. Open your event campaign and select Event Group Allocations.

2. Click on .

3. Enter the Group Name (required) and any additional information that may be available.
4. Save the record.
Non-Profit Solution for Microsoft Dynamics CRM 34

Activities & Follow Up

Activities
An Activity is a way to record interactions with people and organizations.
Types of activity include:
Tasks
1. Owned by a user who is responsible for it
2. Has a subject and details
3. Can reference most objects in the system
Fax
1. Owned by a user who is responsible for it
2. Has a sender (a user)
3. May have many recipients (a member, constituent, prospect, queue, or user)
4. Has a fax number
5. Can reference most objects in the system
Phone Call
1. Owned by a user who is responsible for it
2. Has a sender (a user)
3. May have many recipients (a member, constituent, prospect, queue, or user)
4. Has a phone number
5. Can reference most objects in the system
E-mail
1. Owned by a user who is responsible for it
2. Has a sender (a user)
3. Has a to, cc, and bcc (may be many members, constituents, prospects, queues, or
users)
4. Has a subject and details
5. Can reference most objects in the system
6. Email can be sent directly from the system with Microsoft Dynamics CRM for
Outlook installed
Letter
1. Owned by a user who is responsible for it
2. Has a sender (a user)
3. May have many recipients (a member, constituent, prospect, queue, or user))
Non-Profit Solution for Microsoft Dynamics CRM 35

4. Has an address
5. Has a subject
6. Can reference most objects in the system
Appointment
1. Owned by a user who is responsible for it
2. Has an organizing user
3. Has a subject and details
4. Has required and optional attendees (may be many members, constituents,
prospects, queues, or users)
5. Has a start time/date and end time/date
6. Can reference most objects in the system
7. Email can be sent directly from the system with Microsoft Dynamics CRM for
Outlook installed
Campaign Response
1. Owned by a user who is responsible for it
2. Has a parent campaign
3. Has a response code
4. Has a single customer ( may be a member, constituent, or prospect)
5. Has a subject
How to create an activity:

1. On any page click the New Activity button and then choose the type of
activity from the drop-down.
2. Many objects allow new activities to be created that reference the object by clicking New
Activity from the Activities details tab or using the Actions drop down from the top when
viewing the record.
How to assign activities:
1. Activities have an owner which is a system user.
Non-Profit Solution for Microsoft Dynamics CRM 36

2. A user can view his or her assigned activities by clicking on the Relationships tab and
selecting the Activities sub-tab.
3. The View dropdown on the right allows the user to filter activities by completion and
ownership.
How to view activities in the Activities link under relationships:
1. Many objects have an activities details section, accessible through an Activities link on the
left of the object.
2. Activities related to that object can be seen in this page.
Saving as completed:
Activities can be marked as completed.
This can be done by opening the activity and clicking the Save as Completed button on
the top.
Most tasks have due dates that can be used to sort and filter.

Followups
A follow up is an activity that references an object. The referenced object is placed in the
Regarding field of the activity.
A follow up can be created from most objects through the Follow Up button in the top of the
record.
Clicking on the follow up button will open the form assistant which asks the user for required
fields.
The user can save or save and open the record.
Non-Profit Solution for Microsoft Dynamics CRM 37

Configuration
Workflows
A workflow is a set of logical rules that define the steps to automate business processes, tasks, or actions. You
can create workflows to run on any object. The workflow can be set up to run automatically when a record
changes or on demand when a user requests that it be run.
For example, you may assign a constituent to staff based on the first letter of their last name. You can set up an
automated workflow to make that assignment and send an email to the staff member notifying them of the
assignment and then an email to the constituent if they have an email address.
How to create a new workflow:

1. From Settings, Workflows, click on and the following dialog will be

displayed:
Non-Profit Solution for Microsoft Dynamics CRM 38

2. Enter the name of the workflow, select the appropriate entity, select whether you
would like to start from a blank workflow or create a new workflow from a template. In
this example, we will start with a blank workflow. Click OK.

3. On the General tab, you may:

o Edit the workflow name
o Choose to publish the workflow as a workflow or as a template from which you
can create other workflows
o Choose to make the work flow available to run on demand or as a child
workflow within other workflows
4. If the workflow is automatic:
a) Select the scope of the workflow User, Business Unit, Parent: Child Business Units
or Organization
Non-Profit Solution for Microsoft Dynamics CRM 39

b) Determine if the workflow is started when a record is created, changed, assigned,

changed or deleted.
c) If the workflow is started when a record is changed, check the appropriate box and
click on the Select button.

The following dialog will be displayed:

d) Select the attributes (or fields) that will trigger the workflow if they are changed.
e) Click OK and you will be returned to the workflow record.
f) On the Administration Tab, you may assign the workflow to a user, and enter a
description:
Non-Profit Solution for Microsoft Dynamics CRM 40

5. On the Notes tab, you may add notes to the workflow:

6. To add a step to the workflow, click on and the following menu will be
displayed:
Non-Profit Solution for Microsoft Dynamics CRM 41

7. The types of steps you may add include conditions, actions, other steps, or a
combination of these elements.
o Stage - Elements of workflow logic that group steps
o Check Condition (you may add multiple check conditions for a step) - An
element of workflow logic that defines a specific situation and any actions that
should be taken if that situation occurs. A logical "if-then" statement in a
workflow. Within a Check Condition, you may also add
Conditional Branch - An element of workflow logic that defines an
alternative condition and action or additional steps, in cases when the
criteria in a condition element are not met. A logical "else-if-then"
statement in a workflow.
Default Action - An element of workflow logic that defines an
alternative action in all cases that do not match the criteria defined in
condition or branch elements. A logical "else" statement in a workflow.
o Wait Condition - An element of workflow logic that enables a workflow to pause
itself until the criteria defined by the condition have been met. The workflow
starts again automatically when the criteria in the wait condition have been
met. When you have added a wait condition, you may also add the following:
Parallel Wait Condition - An element of workflow logic that defines an
alternative wait condition with a corresponding set of additional steps
that are performed only when the initial criterion is met. You can use
parallel wait branches to create timeouts in your workflow logic. They
help prevent the workflow from waiting indefinitely until the criteria
defined in a wait condition have been met.
o Actions
Create a Record Creates a new entity record
Update a Record Updates a record
Assign a Record Assigns a record to a user
Send an Email Sends a predefined email
Start a Child Workflow Starts another workflow
Change Status Change the status of a record
Non-Profit Solution for Microsoft Dynamics CRM 42

o Stop Workflow Stops the current workflow

8. To Check a Condition select Check Condition

9. Type in a description of the step, and click on <condition> (click to configure). The
following dialog will be displayed:

10. Select the appropriate entity, attribute, comparison operator and value to check for.
You may have multiple conditions.
11. Click on Save and Close.

12. To add an action, click on the row to select it and click .

Non-Profit Solution for Microsoft Dynamics CRM 43

13. The same menu will be displayed and a user can add the same selection of steps in this
example, we will assign the record to a user:

14. A user can add additional steps and conditions as desired to complete the workflow.

15. When finished, click on the Save icon - .

16. To publish the workflow for use, click on the Publish icon - .

17. To Save and Close the workflow, click on the following - .

18. Other Actions available by clicking on include:

Add a Note
Add an Attachment
Delete
Non-Profit Solution for Microsoft Dynamics CRM 44

Assign
Share
Copy Shortcut
Send Shortcut

Templates

Templates are predefined formats for knowledge base articles, emails, contracts and mail merge documents.

Knowledge Base Articles are available to users as resources during use Templates.
To see existing Article Templates and to create new Article Templates:
1. Click on the Article Templates link, and the following view will be displayed:

2. Click on to create a new article, or select an existing template and open it by

Non-Profit Solution for Microsoft Dynamics CRM 45

double-clicking on the row. The following dialogs will be displayed:

3. Enter the Title, Description and Select the appropriate language.

4. Click on OK.

5. To change the style (bold, italic or underline), font, font size, or font color, select what part of
the article to modify Body Text, Title, Section Header, or select a specific section.
6. Options available by clicking in the Common Tasks pane include:
o Edit the Template Properties
o Edit the Section Properties for the selected section
Non-Profit Solution for Microsoft Dynamics CRM 46

o Add a section
o Remove a section
E-mail Templates are available to users and the system to provide standard emails and save time.
To see existing E-mail Templates and to create new Email Templates:
1. Click on the E-Mail Templates link, and the following view will be displayed:

2. Click on to create a new e-mail template, or select an existing template and open it
by double-clicking on the row. The following dialog will be displayed:
Non-Profit Solution for Microsoft Dynamics CRM 47

3. Select the appropriate template type, and click OK:

4. The following dialog will be displayed:

Data field inserted

into email content

5. Enter the Title, Language, Description, Subject and Content of the email.
6. A user may format the content using the buttons on the formatting bar.

7. To insert a field from the associated record, click on , and the following dialog
Non-Profit Solution for Microsoft Dynamics CRM 48

will be displayed:

8. Click on to add a new data field value and the following dialog will be
displayed:

9. Select the record type and data field to use, and click OK.
10. Enter the Default Text to use if data field contains no data.
11. A user may select multiple data field values at one time.
12. Click OK to insert the data field.

13. Click to Save the E-Mail Template or click to save and close the E-Mail
Template.
Contract Templates are available to users to save time in the creation and editing of contracts
associated with their constituents, members and community partners.
To see existing Contract Templates and to create new Contract Templates:
1. Click on the Contract Templates link, and the following view will be displayed:
Non-Profit Solution for Microsoft Dynamics CRM 49

2. Click on to create a new contract template, or select an existing template and open it
by double-clicking on the row. The following dialog will be displayed:

3. Enter the following information about the contract template:

o Name
o Abbreviation to see in lists
o Billing Frequency
o Allotment Time Number of cases, time, coverage dates
o Contract Service Level
o Whether to use Discount as a Percentage or not
Non-Profit Solution for Microsoft Dynamics CRM 50

o Description
o Schedule that services will be available to select a day/time combination, simply click
in the appropriate spot on the Calendar grid.

4. Save the contract by clicking on or click on to save and close the

record. You may also save the current record and start a new one by clicking on .
Mail-Merge Templates are available to users to save time in the creation and editing of templates to be
used when merging records into a document (i.e. Letters, labels, etc.)
To see existing Mail-Merge Templates and to create new Mail-Merge Templates:
1. Click on the Mail-Merge Templates link, and the following view will be displayed:

2. Click on to create a new mail-merge template, or select an existing template and open
it by double-clicking on the row. The following dialog will be displayed:
Non-Profit Solution for Microsoft Dynamics CRM 51

3. Add the following elements of the Mail Merge Template:

o Name
o Description
o Associated Entity (Note: If you are using the NGO Accelerator, use the Addresses vs.
the Constituent or Member entities for address labels)
o Owner
o Template Language
o File Attachment browse to find the file on a computer
o Click Attach to attach the template. You may only add templates that are saved in an
XML format. To save a Word document into an XML format, select the File, Save As,
Other Formats option and select Word XML Document (*.xml) as the type:
Non-Profit Solution for Microsoft Dynamics CRM 52

4. Save the template by clicking on or click on to save and close the

record. You may also save the current record and start a new one by clicking on .

5. A user may also edit the template in Word by clicking on

6. Additional Actions available for Mail Merge Templates include the following:

Reports
Reports may be run using views or other queries to produce lists or aggregate reports with lists
and/or charts.
To see existing reports:
1. Select Workplace and Reports, and the following view will be displayed:
Non-Profit Solution for Microsoft Dynamics CRM 53

2. Click on to create a new report, or select an existing report and edit it by clicking on
.
A user may also edit an existing report.

A user may edit the following for a report:

Report type
Name
Non-Profit Solution for Microsoft Dynamics CRM 54

Related Record Types used in the report

Where to display the report
Languages
To start the Report Wizard to change the data to be displayed in the report:
A user may also start the Report Wizard.
To change the data or aggregate settings in the report:

1. Click on .

2. Click to run the report from this dialog.

3. Other Actions available for editing the existing report include:

To create a new report:

1. Enter the report name and click to start the Report Wizard. The user will be
Non-Profit Solution for Microsoft Dynamics CRM 55

asked to provide the following information in subsequent dialogs:

o Start from a new blank report or from an existing report
o Name of the report
o Record Types to use
o Filtering Criteria
o Layout and Fields to include in this dialog, a user can

2. Add groups or columns by clicking on the appropriate area on the layout and clicking

in the Common Tasks pane.

3. Configure Sorting by clicking on .

4. Change the properties by clicking on .

5. Remove a column or grouping by clicking on .

6. And set the Top or Bottom Number of records by clicking on .

7. Determine if the report should be a table only, or a table and a chart.
8. If there is to be a chart, if it should be a bar, pie or other type of chart.
9. Set the chart properties.

10. Save the report by clicking on or click on to save and close the record.

You may also save the current record and start a new one by clicking on .