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:

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:

The name of the view is LyncDashboardAccountView. You can double click on it and add or
remove columns.

You can also configure the width of each column included in the view.

After making the modifications, save the view

and publish the customizations:

Follow the same steps to customize the view for Contact and Lead. The view names are:
- For
Contact: LyncDashboardContactView- For
Lead: LyncDashboardLeadViewIt 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.

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:

Open the form called
LyncDashboard from the solution:
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:

And publish it:

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:
LyncLeadFieldsIt is very important not to rename those forms. The software relies on those exact names.