How to: Work with Microsoft Dynamics CRM Account Information

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If your application is set up to integrate with Microsoft Dynamics CRM, then from a customer in Microsoft Dynamics NAV, you can view and modify a corresponding Microsoft Dynamics CRM account and related statistics for the account, including opportunities, quotes, and cases. From an account in Microsoft Dynamics CRM, you can view Microsoft Dynamics NAV customer statistics and open the customer in the Microsoft Dynamics NAV client.

Before you can view a Microsoft Dynamics CRM account and statistics, you must set up a coupling between the Microsoft Dynamics NAV customer and the Microsoft Dynamics CRM account. A coupling acts as a link between a record in Microsoft Dynamics NAV and Microsoft Dynamics CRM. In addition to enabling you to view Microsoft Dynamics CRM account information, the coupling also enables the following features:

  • When a sales order is posted for a customer, a post is created on the account in Microsoft Dynamics CRM.

  • You can synchronize the customer with the account so that data in fields that are mapped between the records is the same in both locations.

Note

Before you can couple a customer to an account, the sale person that is assigned to the customer must be coupled to a Microsoft Dynamics CRM user. For more information, see How to: Work with Microsoft Dynamics CRM Users.

To create a new Microsoft Dynamics NAV customer based on a Microsoft Dynamics CRM account

  1. In the Search box, enter Customers, and then choose the related link.

  2. On the Navigate tab, in the Dynamics CRM group, choose Create, and then choose Create Customer in Dynamics NAV.

    In the Microsoft Dynamics CRM Accounts window appears and lists all accounts in Microsoft Dynamics CRM.

  3. Select the account that you want to create as new customer in Microsoft Dynamics NAV, and then on the Home tab, in the Process group, choose Create Customer in Dynamics NAV.

    Note

    If the Coupled field is selected for an account, it is already coupled to a Microsoft Dynamics NAV customer. You can choose to create a new customer for an account that is already coupled. However, if you do, the coupling between the old customer and the account will be deleted.

  4. If the new customer is created successfully, the customer card opens automatically. Otherwise, an error message appears with information to help you solve the problem.

When the customer is created, it is automatically coupled to the account. You can then make changes to the customer or account and synchronize data in the two records.

To create a new Microsoft Dynamics CRM account based on a Microsoft Dynamics NAV customer

  1. In the Search box, enter Customers, and then choose the related link.

  2. Select the customer that you want to create as new account in Microsoft Dynamics CRM, on the Navigate tab, in the Dynamics CRM group, choose Create, and then choose Create Account in Dynamics CRM.

  3. If the new account is created successfully, a message that states Synchronization completed appears. Otherwise, an error message appears with information to help you solve about the problem.

When the account is created, it is automatically coupled to the customer. You can then change the customer or account and synchronize data in the two records.

To set up a coupling between an existing Microsoft Dynamics NAV customer and a Microsoft Dynamics CRM account

  1. Open the customer in Microsoft Dynamics NAV as follows:

    1. In the Search box, enter Customers, and then choose the related link.

    2. In the Customers window, select the customer who you want to couple to Microsoft Dynamics CRM, and then on the Home tab, in the Manage group, choose Edit.

  2. On the Navigate tab, in the Dynamics CRM group, choose Coupling, and then choose Set Up Coupling.

  3. In the Microsoft Dynamics CRM Account Coupling window, use one of the following methods tasks:

    • To couple to an existing account in Microsoft Dynamics CRM, select the account in the Account field.

    • To create and couple to a new account in Microsoft Dynamics CRM, select the Create New Account check box.

    The Coupled Records FastTab lists the some of the fields for the Microsoft Dynamics NAV customer and the corresponding mapped fields for the selected Microsoft Dynamics CRM account. The Dynamics NAV Customer column displays the current field values in Microsoft Dynamics NAV and the Dynamics CRM Account column displays the current field values in Microsoft Dynamics CRM. You can use the information on the Coupled Records FastTab to help you determine which Microsoft Dynamics CRM account to couple to and some of the data to be synchronized.

  4. If you want to synchronize data in the account in Microsoft Dynamics CRM and the customer in Microsoft Dynamics NAV, set the Synchronize After Coupling field to one of the following options:

    Option Description

    Yes - Use the Dynamics NAV Data

    Copies the data from mapped fields of the customer in Microsoft Dynamics NAV to the account in Microsoft Dynamics CRM. If an account field has existing data, it will be overwritten.

    If you choose to create a new account in Microsoft Dynamics CRM, this option is selected by default and cannot be changed.

    Yes - Use the Dynamics CRM Data

    Copies the data from mapped fields of the account in Microsoft Dynamics CRM to the customer in Microsoft Dynamics NAV. If a customer field has existing data, it will be overwritten by the data from Microsoft Dynamics CRM.

  5. Choose the OK button.

Unless you want to change which Microsoft Dynamics CRM account the customer is coupled to, you only have to set up the coupling one time. You can return to the coupling window to identify differences between Microsoft Dynamics NAV and Microsoft Dynamics CRM data, and perform synchronization.

To open a Microsoft Dynamics CRM account that is coupled to a customer

  1. Open the customer in Microsoft Dynamics NAV.

  2. On the Navigate tab, in the Dynamics CRM group, choose Account.

    Microsoft Dynamics CRM opens and displays the account.

    For information about Microsoft Dynamics CRM accounts, see Create or edit an account.

Tip

To view a list of all Microsoft Dynamics CRM accounts and see whether they are coupled to Microsoft Dynamics NAV, in the Search box, enter Microsoft Dynamics CRM Accounts, and then choose the related link.

To view or edit opportunities, quotes, and cases for a Microsoft Dynamics CRM account that is coupled to a customer

  1. Open the customer in Microsoft Dynamics NAV.

  2. The Microsoft Dynamics CRM opportunities, quotes, and cases are displayed in the Dynamics CRM Statistics.

    The FactBox only appears when the customer is coupled to a Microsoft Dynamics CRM account.

    Note

    If the customer is coupled to a Microsoft Dynamics CRM account and the FactBox does not appear, it might be hidden on the page. For more information, see How to: Customize FactBoxes.

  3. To open a list of opportunities, quotes, or cases, choose the related link for the entity in the FactBox.

    Depending on your choice, a window opens that displays a list of opportunities, quotes, or cases that are associated with the Microsoft Dynamics CRM account that is coupled to the customer.

  4. If you want view or edit an existing item, select it in the list, then on the Navigate tab, in the Dynamics CRM group, choose Opportunity, Quote, or Case.

For information about Microsoft Dynamics CRM opportunities, quotes, and cases, see Create or edit an opportunity, Create or edit a quote, and Create and manage a case.

To synchronize data in the Microsoft Dynamics NAV customer and the Microsoft Dynamics CRM account

  1. Open the customer in Microsoft Dynamics NAV.

  2. On the Navigate tab, in the Dynamics CRM group, choose Synchronize Now.

  3. On the window, choose one of the following options, and then choose the OK button.

    Option Description

    Send data update to Dynamics CRM.

    Copies the data from mapped fields of the customer in Microsoft Dynamics NAV to the account record in Microsoft Dynamics NAV. If an account field has existing data, it will be overwritten.

    Get data update from Dynamics CRM.

    Copies the data from mapped fields of the account in Microsoft Dynamics CRM to the customer in Microsoft Dynamics NAV. If a customer field has existing data, it will be overwritten by the data from Microsoft Dynamics CRM.

  4. To update the Microsoft Dynamics CRM account with the customer statistics, on the Navigate tab, in the Dynamics CRM group, choose Update Account Statistics.

    Note

    This is only available if the Microsoft Dynamics NAV integration solution is installed in Microsoft Dynamics CRM. For more information, see How to: Set Up Microsoft Dynamics CRM for Integration with Dynamics NAV.

To view Microsoft Dynamics NAV customer data from Microsoft Dynamics CRM

  1. Open the account in Microsoft Dynamics CRM.

    The Microsoft Dynamics NAV customer statistics appear in the Dynamics NAV Account Statistics quick view form on the right side of the page.

  2. To open the customer in Microsoft Dynamics NAV, in the ribbon, choose Dynamics NAV.

    Note

    This feature is only available if the Microsoft Dynamics NAV integration solution is installed in Microsoft Dynamics CRM. For more information, see How to: Set Up Microsoft Dynamics CRM for Integration with Dynamics NAV.

See Also

Concepts

Integrating Microsoft Dynamics CRM in Microsoft Dynamics NAV
Working with Dynamics CRM Data in Microsoft Dynamics NAV