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What is User-Focused CRM? You may say it is a CRM system where the user is the focus of the software application. I suggest that it’s a CRM system with which the user can focus on doing his work smoothly and with minimal interruptions. If while I work on a record, I wish to create a related record, I need to click on the related record, click the new button, enter data, click save and close the window. If I wish to create new activity, I click the activities button, select the activity, enter the details, save and close the window. There are too many clicks and the users need to swap between windows rather than just focus on one and only one form. There is another issue. There is only one form for creating new record or viewing the record’s data. In real life, this is not the case. To create a record I only wish to enter the minimum required fields, and work with a very short and simple form, while when I manage the record I wish to view everything related to the record, and I accept that I may need to scroll down the form to view all the required details. There is no “concise” form that allows me to just enter few fields to create new record and go back to what I was doing before I created the record.
With the release of the new version of Dynamics CRM 2013 we now have more flexibility in the way we customise forms. There are two new controls that caught our eyes, which we will be recommending customers implementing them in Dynamics CRM 2013, in order to achieve true user-focused CRM (www.DynamicsObjects.com ). The two controls are interrelated and provide users with the focus they need to do their job. The new controls are Inline Look-Up and Quick-Create Form. The inline look-up provides the functionality to search and display data on the form from related entities, the results are rendered in the page. There is an option to view more records and to create new record. Again, all results are rendered in the current form. When the user selects the +new option, it opens a new type of CRM form, quick-create form, which renders the create record form within the main form. The users’ experience is like working with the same form whether they need to retrieve data from related records or create a new record. The quick create form is also available for activities. While the user is in a form the activities tab is in the social pane, which is in the center of the form, and when the user selects the activity, the related activity quick form is rendered in the main form and allows the user to instantaneously create new activity related to the record the user is working on, and without leaving the main form.
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