Chapter 3: Using Microsoft Dynamics CRM in a Global Market

CHAPTER 3: USING MICROSOFT DYNAMICS CRM IN A GLOBAL MARKET Objectives The objectives are: •

Understand how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language support.

•

Use Microsoft Dynamics CRM features to support multiple currencies.

•

Personalize user environments to match the user's preferred language, currency, and date format.

Introduction This lesson explores how Microsoft Dynamics CRM addresses the issues of global organizations, including tasks such as enabling languages, configuring currencies, and adjusting the interface to support different languages and regions.

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Applications in Microsoft Dynamics™ CRM 4.0

Understanding Multi-Language Support in Microsoft Dynamics CRM Microsoft Dynamics CRM supports multilingual environments at the user level. This means is that users within the same organization can work in the same installation of Microsoft Dynamics CRM using the language in which they feel most comfortable. When you install Microsoft Dynamics CRM, you specify a base language for the interface. The organization can then install additional Multilingual User Interface (MUI) Packs to enable additional languages. NOTE: Upgrades from Microsoft Dynamics CRM 3.0 to Microsoft Dynamics CRM 4.0 are only supported within the same language. To change the language, you must upgrade using the same language used in 3.0, and then change the organization's language setting after the upgrade. The base language is the default language for all users, unless they choose a different language in their personal preferences. It is also the language that text reverts to if there is no translation string available for the text. All reports and templates use the base language by default. These reports and templates can be copied to create language-specific versions. If a version exists for the user's preferred language (as indicated by their Personal Options settings), the user can use that language version. NOTE: If a localized string is not available, Microsoft Dynamics CRM reverts to the base language. Once an MUI Pack is installed, any user can change the language preference to an installed language. When a new language is selected, the Microsoft Dynamics CRM interface, including the Navigation Pane, menu items, buttons, and field labels, are rendered in the appropriate language. The user also has the option to use translated Help files. NOTE: Language preferences can be independently selected for the user interface and Help. This means a user may view the user interface in Spanish and Help in English. This may be a desired setting when Help has been extended or modified extensively without being translated for the rest of the organization's supported languages.

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Chapter 3: Using Microsoft Dynamics CRM in a Global Market

Understanding Multi-Currency Support in Microsoft Dynamics CRM Microsoft Dynamics CRM supports the use of multiple currencies within an organization and supports the use of multiple currencies by individual users. Every Microsoft Dynamics CRM installation has a base currency that is selected for the organization during installation. The base currency provides a way to view and report on all monetary transactions in a single currency regardless of how they were entered. Each user can also have their own default currency. Otherwise, the default is the organization's base currency. However, Microsoft Dynamics CRM allows users to enter monetary values in different currencies on a transaction-by-transaction basis. Every monetary attribute in Microsoft Dynamics CRM (including custom fields) has an attribute that represents the base currency. When a new currency is added, the administrator provides an exchange rate. Microsoft Dynamics CRM uses this exchange rate to convert values entered in the new currency into their base equivalent. When a currency is deactivated or deleted, the existing records that have used that currency are not updated. However, the currency is no longer available for new records on any object.

Procedure: Add a New Currency 1. In the Navigation Pane, click Settings, and then click Business Management. 2. On the Business Management home page, select Currencies. 3. In the Actions toolbar, click New. 4. In the Currency Code box, click the Lookup icon to search for the code. A new window opens; select the currency you are adding and then click OK. 5. In the Currency dialog box, the Currency Code, Currency Name, and Currency Symbol are populated based on your selection. 6. In Exchange Rate, type an exchange rate for this currency when converting values to the base currency. For example: • • • • • •

Base Currency = US Dollars New Currency = Euros Currency Code = EUR Currency Name = Euro Currency Code = € Exchange Rate = 0.70730

The amount is the exchange rate for Euros to US Dollars. 7. Click Save and Close.

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Applications in Microsoft Dynamics™ CRM 4.0

NOTE: The exchange rate does not change automatically. Each organization must update exchange rates when appropriate. Updated exchange rates only apply to new records. Existing records retain their original exchange rate. Also, once a record is saved, its currency cannot be changed.

Setting Personal Options Microsoft Dynamics CRM provides users with a high degree of personalization. Users can set personal preferences on global features. For example, they can use currencies or date formats that are preferable to them. However, the data is stored in Microsoft Dynamics CRM in a standard format so that the organization can view consistent data across its business. The preferences section of the application allows users to configure different aspects of their experience. This lesson focuses only on the features that affect multinational support. Users can configure: •

Time Zone

•

Language Settings

•

Currency Settings

•

Locale-Specific Number Formats

In addition, users can customize the locale-specific formats to display times, dates, and other numbers according to their preferences. NOTE: The personal options set on these windows are accessible to you from any computer. They are stored on the server and apply to any system you use to log into Microsoft Dynamics CRM.

User-Level Language Settings Multinational companies often have user populations that access the same application in more than one language. Microsoft Dynamics CRM lets the user select the language the application will use for display. This feature is mandatory for many multinational organizations and a major contributor to end-user adoption. Microsoft Dynamics CRM allows users to set their language preference for both the Microsoft Dynamics CRM interface and its Help. Users can change the interface language, the Help language, or both. NOTE: The base language for the system is selected during the installation and cannot be changed using personal options.

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Chapter 3: Using Microsoft Dynamics CRM in a Global Market Procedure: Select User-Level Language Preferences For users accessing Microsoft Dynamics CRM for Outlook, the steps are: 1. In the Outlook menu bar, on the CRM menu, select Options. 2. Select the Languages tab. 3. Under the User Interface Language picklist, select a language from the list of available languages. 4. Under Help Language, select a language from the list of available languages. 5. Click OK. 6. Restart Outlook for the changes to take effect. NOTE: If the language you want to enable does not appear in the list, ask your system administrator to ensure that the MUI Pack for that language is installed.

User-Level Default Currency When multiple currencies are available, users can determine the default currency that is used when they create a new instance of an object that includes money attributes. Although users set a default currency for their transactions, the currency can be changed for each new record. If you add additional currencies to an installation already in use, the base currency is still the user's default currency until he or she selects one of the newly added currencies to be the default. Procedure: Change a User's Default Currency 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the General tab, in the Select a default currency section, in the Currency box, type a currency name. The currency auto-fills. Alternately, click the Lookup icon, choose a currency from the list, and click OK. 3. Click OK. All objects that include the currency drop-down list now contain the default selection above.

Field Data Formats Users can also select the format in which numbers, currency, dates, and times are displayed. Users can set the format to match their locale or choose a comfortable format. Unlike currency, there is no default format. Whichever format the user chooses is the format in which all data of that type appears. However, the format can be changed at any time and, like currency, does not affect the format in which the data is stored.

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Applications in Microsoft Dynamics™ CRM 4.0 Procedure: Choose a Locale-Based Format 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the Formats tab, under Current Format, select a locale. 3. Click OK. Procedure: Customize the Locale Format 1. In the Outlook menu bar, on the CRM menu, select Options. 2. On the Formats tab, under Current Format, click Customize. 3. On the Time tab, specify the format to use for time: • Time Format •

Time Separator

•

AM Symbol

•

PM Symbol

The preview pane at the bottom of the dialog displays the new time format, based on your selections. 4. Click OK.

Summary This lesson examined some of the features of Microsoft Dynamics CRM that are significant to global companies. Microsoft Dynamics CRM supports multiple languages. These languages must be installed using MUI Packs. Users can then select a language to use. Microsoft Dynamics CRM supports multiple currencies. Currencies may be added to the system, and exchange rates calculate the correct amounts to display to users. Users can personalize their CRM experiences to display language, currency, and locale-specific number formats based on their preferences. All these features allow an international organization to support all users.

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Chapter 3: Using Microsoft Dynamics CRM in a Global Market

Test Your Knowledge Base Language 1. 1. Why is the base language important in a multilingual implementation? (Select all that apply.) ( ) It is the language that all users will view in the interface. ( ) It is the default language for all users. ( ) It is the language that the system reverts to if no translation string is available. ( ) It is the language that all users view in Help.

Select currency 2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. ( ) The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.

Personal Options 3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) ( ) Change the language in Help. ( ) Change the language in the user interface. ( ) Change the default currency. ( ) Deactivate a currency.

Personal Options 4. Which of the following cannot be changed using personal options? ( ) The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.

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Applications in Microsoft Dynamics™ CRM 4.0 Exchange Rate 5. 5. When does the exchange rate for a currency change? ( ) Daily. ( ) Weekly. ( ) When a record is updated. ( ) When an administrator manually changes it.

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Chapter 3: Using Microsoft Dynamics CRM in a Global Market

Quick Interaction: Lessons Learned Take a moment and write down three key points you have learned from this chapter: 1.

2.

3.

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Applications in Microsoft Dynamics™ CRM 4.0

Solutions Test Your Knowledge Base Language 1. 1. Why is the base language important in a multilingual implementation? (Select all that apply.) ( ) It is the language that all users will view in the interface. (√) It is the default language for all users. (√) It is the language that the system reverts to if no translation string is available. ( ) It is the language that all users view in Help.

Select currency 2. 2. If a user attempts to select a currency for an opportunity and it is not available from the drop-down list, what is the most likely reason? ( ) The currency is not available in their region. ( ) Adding the currency creates a negative value in the base currency field. (•) The currency and exchange rate have not been added in Settings. ( ) The base currency has not been set.

Personal Options 3. Which of the following can be done in personal options? Select all that apply. (Select all that apply.) (√) Change the language in Help. (√) Change the language in the user interface. (√) Change the default currency. ( ) Deactivate a currency.

Personal Options 4. Which of the following cannot be changed using personal options? (•) The base language. ( ) The user interface language. ( ) The default currency. ( ) The language used for Help.

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Chapter 3: Using Microsoft Dynamics CRM in a Global Market Exchange Rate 5. 5. When does the exchange rate for a currency change? ( ) Daily. ( ) Weekly. ( ) When a record is updated. (•) When an administrator manually changes it.

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Applications in Microsoft Dynamics™ CRM 4.0

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