Configuring the dashboard in the CRM back-end.

Summary view

When there are multiple matches in CRM for the incoming caller, the dashboard will display the
summary view containing all the matches in a grid:
inagrid.png
As you can see in this example there are 3 matches: 1 account, 1 contact and 1 lead. The columns
that are displayed in the summary view are configurable in the CRM back-end.
To change the fields that appear in the grid you have to open the crm solution and customize a
specific view. Let’s take the example of a CRM account:
lyncdashboardaccountview.png
The name of the view is LyncDashboardAccountView. You can double click on it and add or
remove columns.
viewlyncdashboardaccountview.png
You can also configure the width of each column included in the view.
changecolumnproperties.png
After making the modifications, save the view
aftermodifications.png
and publish the customizations:
publishcustomizations.png
Follow the same steps to customize the view for Contact and Lead. The view names are:
- For Contact: LyncDashboardContactView
- For Lead: LyncDashboardLeadView
It is very important not to rename those views. The software relies on those exact names.

Detail view

In the summary view you can drill down by clicking on a row in the grid. This will show the detail
view for that account, contact or lead.
dashboardview.png
The fields that are shown on the detail view are configurable in the CRM back-end by modifying a
specific form.
Let’s take the example of a CRM Account:
crmaccount.png
Open the form called LyncDashboard from the solution:
properties.png
Select the header of the form. Drag the fields that you want to add to the header and remove the
ones that you do not wish to show.
Save the form:
saveform.png
And publish it:
publishform.png
The new fields should now appear in the detail view of the dashboard.
Follow the same steps for customizing the detail view for Contact and Lead. The form names are:
- For Contact: LyncContactFields
- For Lead: LyncLeadFields
It is very important not to rename those forms. The software relies on those exact names.

Last edited Oct 2, 2013 at 8:14 AM by OrbitOne, version 2