This article covers the CRM App Settings area. It follows the system layout and can be used as a preliminary setup guide for CRM administrators.

Topics covered in this article:

• Admin section
  • Configuration
    • System Settings
  • Settings
  • Event Logs
  • Domains Blocklist
  • Data Grid Buttons
• CRM section
  • Users-CRM
  • Teams
• Products section
  • Products
  • Units
  • Price Lists
  • Product Classification
  • Product Families
• Sales section
  • Industries
  • Deactivation Reasons
  • Sequence Activity Configuration
  • Opportunity Type Details
  • Decision Factors
  • Connection Roles
• Address Settings section
  • Countries
  • State/Provinces
• Organization section
  • Users
  • Currencies

App Settings

Admin section

Configuration

Configuration defines the general business settings and system settings.

General Tab

• Handoff To Sales: The Override Handoff to Sales feature enables effective handoff of contacts from the marketing team to the sales team.
  
  With the Sales Handoff, Marketing can pass contacts to sales when those contacts have been qualified by marketing and are now ready for direct 1:1 sales outreach.
  
  By default the Handoff to Sales Owner will be the person who initialed the Handoff to Sales, however the Override Handoff to Sales Owner function can be enabled. To do so set Override Handoff to Sales Owner to YES and select either a user or team that will be listed as the Sales Owner on the Handoff to Sales screen. 
  
  
• Handoff To Marketing: The handoff feature enables effective handoff of prospects between the sales and marketing teams.
  
  With the Marketing Handoff, a sales rep can share leads with marketing that have been qualified but are not ready to buy, so that marketing can provide additional nurturing.
  
  You can configure the Handoff entity ownership in the App Settings menu in the Configurations menu.
  
  You can choose whether a team or an individual user manages.
  
  
• Max Number Of Running Instances Per User: The maximum number of 'Running' Sequence Instances the user can have; once the value limit is exceeded additional Sequence Instances will not be created. There is no system maximum value.
  
  
• Sequence Participation Creation Limit: The number of Sequence Participants that can be created at one time. If the value is empty, the system will limit to 250 Participants. The system maximum value to be entered cannot exceed 750 participants.
  
  NOTE: This means that the number of Participants added at one time cannot exceed the max number entered in this field, however the user can go back and add more Participants.
  
  EXAMPLE: The Sequence Participant Creation Limit = 300. A user can only add up to 300 Participants, but once those 300 are added, they can go back and add up to another 300 and continue to add as needed.
  
  
• Opt-Out Template: An Opt-Out message can be defined and appear at the footer of system generated emails. This will appear on Sequence emails where the 'Include Opt-Out' setting is set to "Yes" in the Sequence settings.
  
  NOTE: By including (Here) or (Unsubscribe) in the Opt-Out Template the system will insert an opt-out hyperlink where email recipients can easily click to be unsubscribed.

System Settings Tab

• The Owner: The owner defaults to the user who creates a record but can be changed as needed, to either a user or a team.
  
  
• Action URL: Provided by Click. This value is only available after Azure and Database have been set up by Click.
  
  
• License Key: Provided by Click. This value is only available after Azure and Database have been set up by Click.
  
  
• Web URL: Provided by Click. This value is only available after Azure and Database have been set up by Click.
  
  
• Modified On: This is a locked field that shows the last date and time the system settings were updated.

Settings:

The system administrative settings.

General Tab:

• Name: Name of settings
  
  
• Owner: The owner is the user who creates the records. A user who modifies the settings does not become the owner. The system administrator is to define the owner.
  
  
• Use BDR Team:
  • YES = Utilizes the BDR Team on the Prioritized Account Form
  • NO = Utilizes the Sales Team on the Prioritized Account Form
    
    
• D365 Sales Team: Users that belong to this team will show on the "Sales Representative" field on the Prioritize Account Form. Used when the "Use BDR Team" field is set to 'NO'.
  • The Prioritize Account Form is located on the Account record. When a user clicks the "Prioritize" button the Prioritize Account Form appears as a pop-up.
    
    
• D365 BDR Team: Users that belong to this team will show on the "Business Development Representative" field on the Prioritize Account Form. Used when the "Use BDR Team" field is set to 'YES'.
  • The Prioritize Account Form is located on the Account record. When a user clicks the "Prioritize" button the Prioritize Account Form appears as a pop-up.

Scoring Tab:

Set the point values to be added to the contact score. Note that the score from all contacts related to an account will roll up into the account score.

• Completed Appointment Value: Is used when an appointment is completed. The number in this setting will be added to the contact score of the Required field.
  
  
• Click and Reply Value: Is used when a contact clicks or replies to an email. The number in this setting will be added to the contact score when the fields Click Count, or Reply Count are changed.
  
  
• Email Open Value: Is used when a contact opens an email. The number in this setting will be added to the contact score when the field Open Count is changed.

Sales Tab:

Account Section

• Accounts Required:
  • Yes- The Account field is required when creating a contact.
  • No- The Account field is NOT required when creating a contact. Note: The account field will need to be populated on the contact record prior to creating an opportunity for the account.

The system default is YES. A business may choose to set it to No if they regularly import contacts but at the time of import do not know the associated accounts.

Velocity Section

• Days in Discover Stage: The number of days an opportunity is in the initial stage to be considered fast or slow moving. The Velocity Tab of the Opportunity will show green if the actual days in the initial stage is less then defined here or red if more.
  • Example: If the Days in Initial Stage is 20 and the Opportunity was in the Discover Stage (first stage) for just 17 days, the number turns green.
  • If the Days in Initial Stage is 15 and the Opportunity was in the Discover Stage (first stage) for just 17 days, the number turns red.

• Emails Per Month: The threshold number of emails received per month from the Opportunity's primary Contact in order to be considered engaged. 

Messaging Sections

• Footer Message: Displayed in the Word template function of Opportunities.
• Terms and Conditions: Displayed in the Word template function of Opportunities.

Segmentation Configuration tab

Select the Entity or Entities that you want to utilize to build segments.

Example, if you want to build segments for Accounts choose the Account Entity on the Segmentation Configuration.

MS (Microsoft) Teams tab

In this section, you will configure Dynamics 365 (D365) to connect to Microsoft Teams and SharePoint to automatically create Microsoft 365 (M365) Groups, Teams and Channels for Accounts and Opportunities.

This is accomplished by creating a user in Azure Active Directory that D365 will use to connect to Teams and SharePoint. The user will be added to the groups so it can read and create files and channels in those groups. You will also create an application that will control which Microsoft APIs that D365 is permitted to access.

Please see instruction on Creating a user in Azure Active Directory to connect to Teams and SharePoint.  

 

Event Logs

Display all the system events.

 

Domain Blocklist

• Specified domains can be blocked so that when a Contact is created with an email ending in the blocked domain the system will not allow the Contact to be created.

Data Grid Button Configurations

• The Data Grid Button Configurations contain the non-dynamic buttons displayed on the toolbars throughout the system. Each record represents a button. (NOTE: Only the admin can see this area.)

CRM section

Users/Personalization-CRM

Each user should connect the system with their outlook mailbox by clicking the yellow banner on the User Settings tab. 

The user settings, monitoring, and notification preferences can also be setup, edited or viewed from the Users-CRM menu. This can be done by the User, a Manager or Admins.

• Users will see only their user. 
• Managers will see their user plus the users from their team 
• Application and System Admins will see all users. 

Once you have selected an existing User or created a new one, you will be brought to the User record:

User Settings Tab

• Auto Signature: The user's signature that will be added to system generated emails.
• Enable Click Tracking In My Signature: Tracks clicks on any hyperlink contained in the user's email signature.
• Microsoft Bookings Link: A repository for the user to store their MS Bookings Link for future use. 
• Working Hours Start: The user's start time defined by the user or admin.
• Working Hours End: The user's start time defined by the user or admin.
  
  Working hours will impact when emails are sent. This can be configured in the 'Delivery Schedule' field on the settings table of each Sequence:
  

For example, when a user sets their working hours as 9:00 AM - 6:00 PM and the Sequence's 'Delivery Schedule' field is set to "weekday business hours" the system will use 9:00 AM - 6:00 PM as the business hours.

In the user settings a user can also set 24x7 business hours as shown below:

• Default Sequence: The user can define a default sequence that their Contacts are added to.

• Auto Add To Default Sequence:
  • YES = The system will automatically add Contacts to the default Sequence when a Contact is assigned to the user.
  • NO = The user will manually need to add Contacts to a Sequence when a Contact is assigned to a user.

Monitoring Tab

The 'Monitoring' tab displays system generated and monitored information.

• Last Email Sync: Displays the date and time information of the last time the system was synchronized with the user.
• Last Sync Info:
  • In = Number of inbound emails
  • r = Number of replied emails
  • o = Number of out of office emails
  • b = Number of bounced emails
  • ! = Number of skipped emails
  • Out = Number of outbound emails
• Most Recent Email Sync Date: Displays date and time information of the last time the system checked for sent and received emails.
• Sales Engagement Enable:
  • YES = The CRM application has access to the user's email information.
  • NO = The CRM application does not have access to the user's email information

Notifications Tab

• Assigned To Me: An Outlook or Microsoft Teams  notification can be sent to the user when a Contact is assigned to them.
• Handoff To Sales: An Outlook or Microsoft Teams notification can be sent to the user when a Contact is put on the 'Handoff To Sales' list, if the user is listed as the 'Handoff to Sales' owner in the configuration settings.
• Handoff To Marketing: An Outlook or Microsoft Teams notification can be sent to the user when a Contact is put on the 'Handoff To Marketing' list, if the user is listed as the 'Handoff To Marketing' owner in the configuration settings.

Teams

Teams can be defined with a Business Unit*, Manager, Team Type, and associated Team Members.

*NOTE: For Permissions a manager can see and manage certain information on behalf of their team members. This is driven by the Business Unit. If the desire is that the managers manage only their team's information, each manager should be designated a Business Unit.

The Teams and settings and be defined.

General Tab

• Team Name: The name of the sales team.
• Business Unit: Business Unit is a unique identifier and can have one or more teams associated to it. The Business Unit can represent a single team or a division that is comprised of multiple teams. From a permissions perspective, the manager of a Business Unit will have access to all of the teams and users within their Business Unit.
• Manager: The primary person responsible for the team.
• Team Type: The type of team you choose depends on the goals, nature of the project, and even the size of your organization.
  
  Choose between the following four Team Type options:
  
  
  • Owner: Your organization's policies require the ability for records to be owned by entities other than users, such as the team entity.
    
    The number of teams is known at the design time of your Customer Engagement (on-premise) system.
    
    Daily reporting on progress by owning teams is required.
    
    
  • Access: The teams are dynamically formed and dissolved. This typically happens if clear criteria for defining the teams, such as established territory, product, or volume are not provided.
    
    The number of teams is not known at the design time of your Customer Engagement (on-premise) system.
    
    The team members require different access rights on the records. You can share a record with several access teams, each team providing different access rights on the record. For example, one team is granted the Read access right on the Account and another team, the Read, Write, and Share access rights on the same Account.
    
    A unique set of users requires access to a single record without having ownership of the record.
    
    
  • AAD Security Group: AAD Security Group is used for managing objects in Azure Active Directory. Often they are used to apply licenses to users based on their group membership, or they are added to SharePoint Groups to grant access to SharePoint resources.
    
    
  • AAD Office Group: AAD Office Group is like AAD Security Group with a few differences:
    
    
    • Security: Used to manage members and computer access to shared resources for a group of users.
      
      
    • Office 365: Provides collaboration opportunities by giving members access to a shared mailbox, calendar, files, SharePoint site, and more:

• Azure AD Object ID For A Group: The Azure Active Directory ID object for the group, if an AAD type group.
  
  
• Description: Description of the team, such as "Regional CSM team", etc.
  
  
• Team Members: An active directory of all team members.

Products Section

The Products menu area allows users to setup Products, Families, Classifications, Units, and Price Lists.

Adding Products to Opportunities makes sales processes more efficient. Using Familiar and Classifications keeps Products organized. Defining Units and Price Lists allow product calculations to be automatic. When sales team members add Products to an Opportunity, the important information (such as pricing) is automatically populated on the Opportunity without the user having to take action or perform additional steps. This takes the guesswork and manual calculations out of the process, this streamlining and improving the process.

Products

Products can be defined. They can be grouped by Family and/or Class and the price(s) can be defined.

Products can have verifying prices based on Unity of Measure as well as price list pricing.

Units

When defining the Products Units of Measure there is an option to have the units be Time Based.

If 'Time Based' = YES, the user must define Quantity and Time Interval.

This can be used for subscription-based products.

Price Lists

Price Lists can be created with a start and end date. End date is not required and can be left open-ended.

Products can be added to the price list at a different price than their list price.

On the Summary tab of the Opportunity the desired Price List can be selected. When Products are added to the Opportunity via the Products tab, they will come in at the listed price from the selected Price List.

Product Classifications

A Product Class is a group of products that are similar and can often be considered as substitutes for each other.

Product Families

A Product Family is a group of products that can be related but would not be considered as substitutes for each other.

Sales Section 

Industries

Industries can be defined and then associated with Account and Contact records. This will assist in grouping these records by Industry.

Deactivation Reasons

Several deactivation reasons are predefined for selection when deactivating an Account or Contact record. Additional Deactivation Reasons can be defined and added to the list.

Sequence Activity Configuration

The Sequence Activity outcomes can be defined and configured. These will appear as the Outcome selection list, which is displayed by each value type, when closing the Activity.

The Outcome name can be defined as well as the value type (which sequence value is the Activity outcome associated with) and the ordinal (in which order is the activity outcome displayed in the lookup).

Opportunity Type Details

Opportunity Type Details can be defined.

On the Summary tab of the Opportunity record the Opportunity Type Details can be selected from this predefined list.

Decision Factors

Decision Factors can be defined.

When an Opportunity is closed (win or loss) the option to select Decision Factor from this predefined list is available. The Decision Factors can later be reported on to determine if there is a common win or loss Decision Factor.

Connection Roles

The purpose of Connection Roles is to create connections between table rows without creating a table relationship, and to establish a named link between rows for the purpose of creating a less formal relationship when a new table is not justified.

Some examples include friend, attendee, stakeholder, decision maker, and executive sponsor.

Right now, this is only implemented for Opportunity Stakeholders, but it can be extended to other business logic.

For example, you can create a Connection Role named Decision Maker with Category Opportunity Stakeholder. When you add a Contact as Stakeholder of an Opportunity you can set its Connection Role with the Opportunity as Decision Maker.

Connection Roles are used on the Opportunity when creating Stakeholders.

When you go to the Stakeholders tab in the Opportunity and click the "Add" button under "All Stakeholders are identified" toggle, a "New Opportunity Stakeholder" popup appears in which you can add a Connection Role or create a new one. A user can also create a Connection Role in the App Settings.

Address Settings section

Countries

Countries for Account and Contact records can be defined. This will display on the Country lookup on the Details tab of Account and Contact records.

Accounts and Contacts can then be grouped by Country in views, reports, marketing lists, and other entities.

States/Provinces

States/Provinces for Account and Contact records can be defined. This will display on the States/Province lookup on the Details tab of the Account and Contact records.

Accounts and Contacts can then be grouped by States/Provinces in views, reports, marketing lists, and other entities.

Organization section

Users

Users can be defined and permissions can be set.

Currencies

Currencies are defined with a currency code, precision, symbol, and exchange rate.

Currency Code

Enter the ISO currency code for the currency you are setting up. This is a three-letter alphabetic codes that represent the various currencies used throughout the world.

Currency Name

The name that you will use to define the currency code. Example for Currency Code USD you may enter a name of US Dollar or Dollar or United States Dollar.

Currency Precision

Enter a whole number to represent the number of decimal places that you want to display for currencies.

Currency Symbol

Enter the symbol you want to display for the currency you are defining.

• Note: In some cases, your keyboard may not have the symbol. In this situation you should research how to key in the symbol, for example to display the symbol for Euro the user must hold the ALT key + 0128.

Exchange Rate

This is the exchange rate between the transaction currency and the base currency.

• Note: The base currency is the currency setup for the system under Personalized Settings- General Tab- Select Default Currency