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Table of Contents [Hide/Show] Introduction The Mobile client     Supported devices     Basics     Installation        Over-The-Air deployment        Updating an existing installation     Initialization     Interface        Navigation        Buttons        Views           Search           Menu           Activities view        Forms           Navigation           Menus           Mandatory, business recommended and optional fields           Field types           Related views        Options        Wildcard searching     Synchronization

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Introduction

This document is a guide for end-user of the CWR Mobile Client for BlackBerry. It describes how to use the Mobile Client.

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The Mobile client

The Mobile Client is an extension to the Microsoft Dynamics CRM platform. It can be used by mobile users to work offline and synchronize periodically with the office. The following chapters describe the following subjects:

• Basic functionality of the Mobile Client.
• Initializing and starting the Mobile Client.
• How the Mobile Client synchronizes with the server.
• How navigation through the Mobile Client works.
• How to use views to display relevant information.
• How forms are used in the Mobile Client.

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Supported devices

The following devices support CWR Mobile CRM for BlackBerry:

Tour

• 9630

Bold Series

• 9000
• 9700

Curve Series

• 8900
• 8520
• 8300
• 8310
• 8320
• 8330
• 8350

8800 Series

• 8800
• 8810
• 8820

8700 Series

• 8700

Pearl Series

• 8100
• 8110
• 8120

Pearl Flip Series

• 8220
• 8230

Future releases will support more BlackBerry devices. This list will be updated when a BlackBerry device is supported.

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Basics

CWR Mobile CRM is an application that is installed on the BlackBerry to provide mobile access to Dynamics CRM. The client has the following functionality:

• The Mobile Client can go offline, storing its information in a local database.
• The Mobile Client doesn’t require configuration updates after initialization. Updates are automatically transferred when the client synchronizes with the CWR Server.The following updates are transferred automatically:
  • Changes in Entity Metadata, like added fields.
  • Views.
  • Forms.
  • Navigation.

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Installation

The Mobile Client can be installed in a number of ways:

• Use an Over-The-Air (OTA) deployment from the CWR Server.
• By downloading the program file to the local computer and, using the RIM Desktop Manager, and installing it on the BlackBerry device.
• Using a BlackBerry Enterprise Server and remotely install the Mobile Client.

The first deployment method is described in the following chapter.

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Over-The-Air deployment

The CWR Server installation package includes over-the-air deployment functionality for the BlackBerry. To use the deployment, go to the following web page in the browser:

http(s)://servername:portnumber/cwrupdates

The server name relates to the location of the CWR Webservice site. The port number relates to the port on which the site is installed. By default, this is port 5556. the "cwrupdates" folder is available for BlackBerry, Windows Mobile and IPhone. for each type of device, a different page is shown.



Select the "install" option. The following page is shown:



Click "Download" to start the installation process.



After the installation has been completed, the application can be started from the "Downloads" menu.

Note: Alternatively, go to the following online web page:

http://mobile.cwrmobility.nl:5556/cwrupdates

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Updating an existing installation

An existing installation can be updated via the Over-The-Air deployment option. To update the existing installation, follow the instructions over the previous chapter. The installation will automatically detect the installed version and will confirm the update to the user.

Note: Please note that an update can be incompatible with a previous version. These requirements can be found in the release notes of the update.



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Initialization

When the Mobile Client is installed, the installation has to be initialized. This means that all basic configuration information is sent to the Mobile Client. When the initialization has been performed, the user can use the Mobile Client. Upon first starting the Mobile Client, the system will display a message stating that the local database has not been created.



Click on the “OK” in the top-right corner to start the initialization process. The Mobile CRM Setup is started and will guide the user through the initialization process.



Click “Next” in the bottom menu to continue the setup. The following screen will ask the user for the remote URL where the CWR Server can be found, and for his or her credentials. These settings will be used every time the user synchronizes with the office.

Note: The screenshot is not representative of your organization, so make sure you have the correct URL available.



Click “Next” in the bottom menu to continue the setup. When the user clicks on the “Next” button, the wizard is ready to connect to the CWR Server, retrieve all the configuration data and initialize the Mobile Client. Before clicking “Next”, make sure you have a stable connection to the CWR Server. This is essential for a correct initialization.



Click “Next” to start the initialization process.



The initialization process can take a while to complete. The application will be started automatically when the process is complete.

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Interface

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Navigation

The first screen to open when the application is started is the main navigation. It consists of the following components:

• Main navigation tabs to switch to and from the workplace to other sections of the application. In the following figure, these tabs are “Workplace” and “Service”.
• Sub navigation tabs that give access to the underlying data and are placed under the main navigation.
• Access to the Synchronization Manager. (See “Synchronization”)
• Access to the options menu.

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Buttons

The following buttons are used for navigation:

- The menu button. Used for opening all menus in Mobile CRM.

- The Back button. Used for saving a record or navigating to the previous screen.

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Views

Views are a way to filter and view the information in an entity, like accounts, in a user-friendly way. A view exists of a set of columns and a filter to show only relevant data. An example of a view is “My open appointments”. All appointments have a title, and the view displays only appointment with the user as owner or attendee. This is called a filter. The columns in this example are “Start date” and “Title”. All results are displayed on the screen.



To view all the views that are available for an entity, click on the "Menu" button. The client displays the following menu:

Search

Besides using views to filter data, it’s also possible to search the view. The search box is shown above the view (See above picture). The administrator that maintains the views can determine which fields have to be searched when a mobile user searches for information. The administrator also determines which fields are displayed in the views. It’s not possible to update this information from the Mobile Client.

To start a search, open a view and immediately type a search query. The view will be filtered based on the search query.

Menu

The menu of a view contains the following options:

• Views: Display views defined for that entity.
• New: Create a new record.
• Delete: Delete a selected record.

Note: The back button is used to close the view and return to the main navigation.

Activities view

There is a special view available to display a different activity types. This view is similar in look and feel to a regular one, with the difference that it’s possible to view the following activities:

• Appointments.
• E-mails.
• Phone calls.
• Service Activities.
• Campaign Responses.
• Tasks.
• Letters.
• Faxes.

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Forms

Forms display information about a record. For instance the entity “Account” and field “Account Name”. The user can open the form of a record from the view by clicking on it. An example: The user starts the Mobile Client and navigates to the “My Accounts” view. The user clicks on an account and the form for that account opens.

Navigation

Use the trackball or touch-screen on the BlackBerry to navigate through the form.

Note: Unlike the Windows Mobile Client, the BlackBerry client will display all fields in a single form. The Windows Mobile Client uses tabs to section information.

Menus

The menu of a form contains the following options:

• Close: The form is closed.
• Save: Saves the form.
• Related: Any related entities. More information, see chapter “Related views”.

Mandatory, business recommended and optional fields

The administrator can set the type of fields, but also make them mandatory, business recommended or optional. They can be distinguished by their color.

• Mandatory fields: These fields are displayed in bold and have a red color. When the Mobile User leaves this field empty, the Mobile Client will display a message stating that the field is empty.
• Business recommended fields: These fields are displayed in bold and have a blue color. When the Mobile User leaves this field empty, the Mobile Client will not display a message.
• Optional fields: These fields are displayed as normal text and do not have to be filled in.

Field types

There are different types of fields that are available on a form. These fields are configured by an administrator and cannot be changed on the Mobile Client. The following list describes all the available fields and shows how the field looks like on the Mobile Client:

• Text field: In these types of fields Mobile Users can type anything. The administrator can set the maximum amount of characters the Mobile User can type. An example of an open text field is “Account name” or “Job title”.

• Memo fields: Memo fields are large text fields that are designed for displaying large amounts of text. The administrator can set the size of the field. An example of a memo field is “Description”. Extra functionality of this field is that when you empty the label of the field in the Mobile Configurator, the field is expanded over the whole width of the page, giving the user even more space to enter data.

• Number fields: These fields are for inserting numbers only. An example of a number field is “Number of employees”.

• Currency fields: These fields are for inserting amounts only, like “Annual revenue”. The localization of the Mobile User determines which currency symbol is used.

• Picklist fields: A picklist is a list of defined number of choices the Mobile User can make. An example of a picklist field is “Relationship type”.

• Date/Time fields: Date/Time fields are fields that can be used for displaying dates and/or times. This means that administrators can determine if only the date or time or both are displayed. An example of a date only field is “Birthday”. An example of a date/time field is “Appointment start”.

• Telephone fields: These fields are similar to Open Text Fields, with the addition of the ability to directly call the number in the field. An example of this field is “Mobile Phone” or “Work Phone”.

A call box is open when the Mobile User clicks-and-holds the field. This is shown in the following figure.

• URL and E-mail fields: These fields are similar to Open Text Fields, with the addition of the ability to open the URL in a web browser and send an E-mail via Pocket Outlook. An example for this field is “E-mail address” and “Web Site”.

• Boolean fields: A Boolean field is a field with two options, mostly “Yes/No”. Only one option can be set, so its value is either a yes or no. An example of this field is “Send Marketing Material”.

• Lookup fields: A lookup field is a special type of field, because it links a single other record to the form. An example of this field is “Primary contact” on the account form. The contact is a different type of record, but through the “Primary contact” it is linked to the account.

It’s not possible to type in this field. The field is filled in by clicking on the search icon on the right side of the form.



If the value has to be removed, the Mobile User can click on the “Menu” “Select None”. The lookup field is then cleared.

• Party list fields: A party list field is a lookup field where multiple records of multiple types can be linked to the form. An example of this field is “Required attendees” in the appointment activity.

This means that the Mobile User can link an account and contact to the form.

Related views

Entities can be related to each other, like contacts and accounts. An example is that a contact can have one or more accounts. In this case, the contact is a primary contact at all these accounts. All related accounts are shown in the “Related” view in the contact. The following figures illustrate this example.



It’s possible that more than one related view has been created by the administrator. This has been done to filter the related view in much the same way as a regular view. (See chapter “Views”). To open other related views, open the related view and click on “Menu” and “Views”.

If the menu item "Related" is greyed out, no related views have been created for this form. It’s possible to create a new related record by clicking on the button "New" in the menu. This opens a new record, in this example a Contact. After saving, the Contact is displayed in the related view. The Mobile User can then select this record. It will then be related to the Contact. When a new related item is created, the attribute mapping from CRM is used to pre-fill fields. An example: If the Mobile User opens an account and adds an contact, the address fields of the contact will automatically be filled in.

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Options

It’s possible to change certain configuration options for the Mobile Client. These options can be found in the main navigation “Menu” and “Options” button.



The following options are available for configuration:

• CWR Server URL: The location of the server. This field is editable.
• Username: The mobile users' username. This field is not editable.
• Password: The password of the mobile user. When the mobile users’ password changes, it’s possible to update the password in this field by using the "menu" button.
• Domain: The domain name of the user. This field is not editable.
• Organization: The CRM organization name. This field is not editable.

In the menu, the following options are available:

• Test connection: The BlackBerry client will try to connect to the CWR server to the specified URL.
• Re-initialize: The database is removed and the BlackBerry Client is restarted.
• Save: The form is saved and the options menu is closed.

Application:

• Logging level: The amount of information logged to the server from the Mobile Client. The following settings are available:
  • Off: No errors are logged.
  • Error: Only errors are logged.
  • Info: All information is logged. This setting is only meant for development purposes, because of the amount of log entries it creates.
• Search mode:
  • No wildcard: No wildcard characters are added to a search query in the view.
  • Wildcard prefix: A wildcard character is added in front of a search query.
  • Wildcard suffix: A wildcard character is added behind a search query.
  • Full wildcard: Two wildcard characters are added; one in front and in behind a search query.

More information about wildcard searching, see the next chapter.

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Wildcard searching

A wildcard character is used to substitute any other character or characters in a search query. The asterisk (*) substitutes as a wildcard character for any zero or more characters, meaning that it’s possible to search, for example companies, without knowing the full name of the company.

The following examples describe the differences with each wildcard setting.

• No wildcard.

No asterisk is added to the search query. This means that the full search query has to be given or no results will be returned. An example: The Mobile User wants to find the company "CWR Mobility", but the user only remembers "CWR". The Mobile User searches for CWR, but no results are returned, because the full company name must be inserted.

• Wildcard prefix.

An asterisk is added before the search query. An example: The Mobile User wants to find the company "CWR Mobility", but the user only remembers "Mobility". The Mobile User searches for "Mobility", and the result "CWR Mobility" is found.

• Wildcard suffix.

An asterisk is added before the search query. An example: The Mobile User wants to find the company "CWR Mobility", but the user only remembers "CWR". The Mobile User searches for "CWR", and the result "CWR Mobility" is found.

• Full wildcard.

An asterisk is added before and after the search query. An example: The Mobile User wants to find the company "CWR Mobility", but the user only remembers "Mobi". The Mobile User searches for "Mobi", and the result "CWR Mobility" is found. This is because the wildcards replaced all characters before and after “Mobi”.

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Synchronization

Synchronization is a process where data is exchanged between the server and the Mobile Client. The user must click "Synchronize" in the main menu to start synchronization. To synchronize the client, navigate to the main screen and click on “Synchronize”. This will start the synchronization.



Note: When the Mobile Client has been initialized for the first time, there is no data stored in the local database. To use any data from the server, an initial synchronization must be performed.