80664AE - Online Companion Guide

Online Companion Guide - 80652
Deployment in Microsoft Dynamics CRM Online

Table of Contents
Online Companion Guide ........................................................................................................................................................................... 1
[Course Number]................................................................................................................................................................. 1
[Course Title] ...........................................................................................................................Erreur ! Signet non défini.
Disclaimer- Pull legal disclaimer ................................................................................................................................................................ 3
Module 1: Dynamics CRM Overview ............................................................................................................................................... 4
Module 1: CRM Overview Video Transcript .......................................................................................................Erreur ! Signet non défini.
Lesson 1: Microsoft Dynamics CRM Functionality ............................................................................................................... 4
Lesson 2: Deployment Options & Clients ...................................................................................Erreur ! Signet non défini.
Lesson 3: Relationships & Records ..............................................................................................Erreur ! Signet non défini.
Lesson 4: Security ................................................................................................................................................................ 5
Lesson 5: Navigation............................................................................................................................................................ 6
Lesson and Module Summary .....................................................................................................Erreur ! Signet non défini.
Module 1 Key Take Away .......................................................................................................................................................................... 6
Module 1: Labs and Exercises ............................................................................................................................ Erreur ! Signet non défini.
Module 1: Things to think about: ......................................................................................................................................................... 6
Module 2: Working with Dynamics CRM ...........................................................................................................Erreur ! Signet non défini.
Module 2: Working with Microsoft Dynamics CRM Video Transcript ....................................................................................................... 7
Lesson 1: Accounts & Contacts ........................................................................................................................................... 7
Lesson 2: Activities, Notes & Attachments ........................................................................................................................ 7
Lesson 3: Yammer .............................................................................................................................................................. 8
Lesson 4: Views ..........................................................................................................................Erreur ! Signet non défini.
Lesson 5: Data Import ........................................................................................................................................................ 9
Module 2 Key Take Away ......................................................................................................................................................................... 11
Module 2: Labs and Exercises .................................................................................................................................................................. 11
Module 2: Things to think about: ...................................................................................................................................................... 11
Module 3: Processes & Scenarios ................................................................................................................................................. 11
Module 3: Processes and Functional Scenarios ..................................................................................................................... 11

Lesson 1: Sales Scenario .............................................................................................................Erreur ! Signet non défini.
Lesson 2: Service Scenario .........................................................................................................Erreur ! Signet non défini.
Lesson 3: Marketing Scenario ....................................................................................................Erreur ! Signet non défini.
Things to think about:......................................................................................................................................................................... 17
Module 4: Working with Data ............................................................................................................................................................... 17
Module 4: Working With Data ................................................................................................................................................................. 17
Lesson 1: Quick Find and Filtering..............................................................................................Erreur ! Signet non défini.
Lesson 2: Advanced Find .................................................................................................................................................. 18
Lesson 3: Data Export........................................................................................................................................................ 18
Lesson 4: Reports ............................................................................................................................................................. 19
Lesson 5: Charts and Goals .............................................................................................................................................. 20
.......................................................................................................................................................................................... 21
Things to think about:......................................................................................................................................................................... 24
Additional Exercises .................................................................................................................................................................. 29

Practice 1.1: Navigate CRM ................................................................................................................................ Erreur ! Signet non défini.
Practice 2.1: Create an Account ......................................................................................................................... Erreur ! Signet non défini.
Practice 2.2: Create an Activity .......................................................................................................................... Erreur ! Signet non défini.
Practice 2.3: Work with a View .......................................................................................................................... Erreur ! Signet non défini.
Practice 3.1: Create an Opportunity .................................................................................................................. Erreur ! Signet non défini.
Practice 3.2: Process a Case ............................................................................................................................... Erreur ! Signet non défini.
Practice 3.3: Create a Marketing List ................................................................................................................. Erreur ! Signet non défini.
Practice 4.1: Create a Saved View ...................................................................................................................... Erreur ! Signet non défini.
Practice 4.2: Create a Chart ............................................................................................................................... Erreur ! Signet non défini.
Practice 4.3: Create a Dashboard....................................................................................................................... Erreur ! Signet non défini.
Commenté [AM(CGI1]: Remember to update table when
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Disclaimer:
This Online Companion Guide is to be used in conjunction with the E-Learning for this course. This online companion
guide can be used to take notes or provide additional information on the topic. The text provided as part of the
companion guide has not been edited or formatted from its original format, as it aligns with the textual content provided
as part of the eLearning course transcript.
Course Introduction
Welcome to this course, Deployment in Microsoft Dynamics CRM Online. Hi. I'm Nick Scott and I'll
be presenting the modules in this course. I'm a Certified Microsoft Dynamics CRM Consultant and
Microsoft Certified Technology Specialist with BKD Technologies in Kansas City, Missouri. I have
years of consulting and implementation experience with a wide variety of implementations
specializing in Microsoft Dynamics CRM versions 4.0, 2011, 2013, and now 2015. I regularly deliver
training courses for partners and end users, and I've written several Microsoft Dynamics CRM training
courses for Microsoft. I look forward to sharing my knowledge and experience with you throughout
this course. Let's look at the course objectives: To describe the system requirements and required
technologies; examine how to access Microsoft Dynamics CRM Online; manage Microsoft Dynamics
CRM Online subscriptions, licenses, and user accounts; manage Microsoft Dynamics CRM Online
instances; manage online updates; explore additional Office 365 Online services; examine how to
utilize mail integration capabilities of server-side synchronization and Microsoft Dynamics CRM for
Outlook; describe maintenance and troubleshooting tasks. I look forward to seeing you in the first
module where we will take a look at the overall process of deployment and what it takes to get the
service ready for users.
Module 01: Administering Microsoft Dynamics CRM Online Video Transcript

Welcome to Module 1, Administering Microsoft Dynamics CRM 2015 Online. Microsoft Dynamics
CRM Online is an online service offered by subscription through Microsoft. Microsoft installs the
service on its servers and maintains it for you. However, as the administrator, some tasks remain,
such as adding information about your organization, creating business units if needed, licensing and
registering your users, assigning security roles to users, and to configure user access to the service.
You can then add or import your organization's data and invite users to access CRM Online. When
you manage a subscription, the hands-on deployment takes place in two steps. The first step takes
place in the Office 365 admin portal and covers the initial tasks that are necessary to set up your
subscription to the CRM Online service and to register users to be recognized by the service. The
second step takes place in CRM Online. You work on administrative tasks that include assigning
users to at least one security role, preparing the system for first use, and importing your current CRM
data. When you finish these tasks, your users can access CRM Online through email invitations sent
by the Microsoft Online Services environment. In the first lesson, we'll look at the way users can
access Dynamics CRM Online. Let's first look at the objectives for this module: How to access CRM,
licensing, planning, managing email, and customizations.
Module 01: Accessing Microsoft Dynamics CRM Online

Welcome to Lesson 1. In this lesson, I'll explore how users access CRM and what the requirements
are. So Microsoft Dynamics CRM Online is available via a Web browser. Common Web browsers
such as Internet Explorer, Mozilla Firefox, Google Chrome, or Apple Safari are supported to view,
add, or edit information stored in your organization. IE 10 and 11, Chrome, Safari, and Firefox are
among the supported configurations. With CRM 2015 Microsoft is dropping support for IE in IE 8 and
9. CRM for Outlook is a free add-in that gives you access to CRM Online in the Outlook user
interface. You can download the Outlook for CRM add-in from within CRM Online by clicking get
CRM for Outlook on the message bar. CRM for Outlook includes email routing functionality. If you
aren't using CRM for Outlook, there are two other options for processing mail, the CRM Email Router
or server-side synchronization. We'll cover these topics in depth later in the training. Users needing
mobile access to CRM Online can connect through a supported browser on a mobile device or by
using Microsoft Dynamics CRM for phones or tablets. Microsoft Dynamics CRM leverages the
capabilities of on-premises versions of Microsoft Office or Microsoft Office 365 and integrates with
Word and Excel. In order to take advantage of these integrations, you must be operating with Office
2010 or Office 2013 as these are the supported configurations while support for Office 2007 will be
dropped. Join me in the next lesson where I'll discuss licensing of Dynamics CRM Online.
Microsoft Dynamics CRM Online Licensing

Welcome to Lesson 2. In this lesson I'll explore the licensing options for Microsoft Dynamics CRM
2015 Online. Some of the key benefits of the CRM Online licensing model include flexibility. You can
mix and match between different types of licenses. It's high value, so you get to choose from highly
competitive offerings with a low total cost of ownership. You get clarity because you acquire licenses
based on the functionality require rather than how you access the system. And parity, consistent
licensing model that applies equally to online and on-premise solutions. And mobile access. Access
CRM data with your mobile device at no additional charge. Now let's look at the different licensing
plans. Essential. It provides access to custom applications. Basic will provide access to core entities
-- accounts, contacts, leads, and cases. The Basic plan also provides access to reports, dashboards,
visualizations, and custom applications. Professional provides access to the full range of Microsoft
Dynamics CRM capabilities including sales, marketing, and customer service. And then Enterprise
provides access to the full range of Dynamics CRM capabilities including sales, marketing, customer
service. It also provides full access to social listening, Unified Service Desk, and Microsoft Dynamics
Marketing. Every CRM Online account includes one production instance and at least 5 gigabytes of
storage. You can purchase additional capacity based on available storage and your business needs.
As an added benefit, one additional non-production instance is included with 25 or more paid
Professional user licenses or 25 or more paid Enterprise user licenses, or a combination of 25 or
more paid Professional and Enterprise user licenses. Join me in the next lesson where I'll discuss
planning and deployment of Dynamics CRM Online.
Create a Plan for Microsoft Dynamics CRM Online Deployment

Implementing a Microsoft Dynamics CRM system is a significant task, so it is important that the
implementation is carefully and thoroughly planned. Sometimes a team of individuals or one or two
individuals within various roles will be responsible for the implementation. Roles include business
managers who determine how the business uses Microsoft Dynamics CRM -- this includes mapping
business processes to Microsoft Dynamics CRM, deciding on default values, and identifying any
required customizations; customization technical staff who implements the planned customizations;
network technical staff who determines how Microsoft Dynamics CRM is installed on the network; and
the project manager who manages the project. Organizations that implement Microsoft Dynamics
CRM software may use the services of an independent software vendor, or ISV, or value-added
reseller, a consultant, or other organization that is partnered with Microsoft. Microsoft provides the
Microsoft Dynamics Sure Step methodology to partners. This is a complete Microsoft Dynamics CRM
implementation methodology and includes project management, discipline, and field-tested best
practices, plus user-friendly tools that can help you deploy, migrate, configure, and upgrade Microsoft
Dynamics products. Microsoft Dynamics Sure Step is available to all Microsoft partners to help you
reduce risk and guide you through the task associated with the deployment and configuration of
Microsoft Dynamics solutions. For more information about Microsoft Dynamics Sure Step, including
training, methodology, and tool downloads, refer to the PartnerSource Web site. Let's take a look at
some other considerations for planning. So you might want to make sure you do an environment
discovery to make sure you have a detailed description of your organization's environment including
data, security, growth planning, et cetera. Decide whether you want to do a single sign-on, you know,
what's the authentication process for your users. You may want to consider your Active Directory
situation. Administrative roles. So who has the admin role/responsibility and what are the
environmental needs for that. Security roles. There's a role-based security for users in the system.
So you need to make sure you have your security and plan mapped out beforehand. And importing
data. Do you have data that needs to be moved in. You can -- there's a CRM Online Wizard to
import data, but you want to make sure that you have your data prepped and ready to be inserted into
the system. And then any product updates that you may need, too, and that may affect different
customizations.
Managing Emails
Microsoft Dynamics CRM can send and receive emails using the Microsoft Dynamics CRM Email
Router, server-side synchronization, or Microsoft Dynamics CRM for Outlook. These methods can be
used to send emails generated by Microsoft Dynamics CRM. For example, emails created in a
marketing campaign, a quick campaign, workflows, or dialogs to automatically copy email messages
received in a user's mailbox to Microsoft Dynamics CRM subject to the user's tracking settings. Email
messages addressed to a Microsoft Dynamics CRM queue can also be automatically tracked. The
Microsoft Dynamics Email Router and server-side synchronization provide centrally managed email
routing solutions for Microsoft Dynamics CRM users and queues. Or you can use Microsoft
Dynamics CRM for Microsoft Office Outlook, in which case the Microsoft Dynamics CRM Email
Router is not needed and server-side synchronization does not have to be configured. I will go into
more depth on these topics later.
Customizations for Microsoft Dynamics CRM Online

You can tailor Microsoft Dynamics CRM Online to more closely fit your organization's industry
nomenclature and unique business processes by customizing the service. You can implement many
customizations without developer support by using tools that are part of the service. Some examples
are modifying the entities, doing workflows, editing fields and forms in the interface. If you would like
to learn more about customization, please watch the customization and configuration course.
Module 1 Key Take Away
And that's the end of this module. In this module I described how CRM is accessed, the licensing
model, planning and deployment, and I briefly introduced the methods of managing email, which we'll
go over more later. Please join me in the next module
Module 1: Things to think about:

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Module 02: Setting Up CRM Online
Module 02: Setting Up CRM OnlineVideo Transcript
Welcome to this module on setting up Dynamics CRM Online. Let's look at the objectives: Managing
subscriptions, licenses, and user accounts; installing sample data into the system; importing your own
data into Dynamics CRM Online; managing user account synchronization; and managing CRM
Online updates. Join me in the first lesson where we'll learn more about managing the subscriptions,
licenses, and user accounts in Dynamics CRM Online.
Manage Subscriptions, Licenses, and Users

As a Dynamics CRM administrator, you manage the CRM Online subscription including billing and
payments, user licenses, accounts, and registration. When you purchase a subscription to Microsoft
Dynamics CRM Online, you receive a set of licenses to assign to users. Only licensed users are
allowed access. You must assign a license to every user who will use the service. A license conflict
occurs if your organization has more users than licenses. If you manage your subscription through
Microsoft Online Services and run out of licenses, you have several options: Add a license to your
subscription and then assign licenses to users; remove licenses from other users, then to say, well,
the user account in Microsoft Dynamics CRM Online and free up the license so that you can reassign
it; remove a user account by deleting it. This disables the user account in Microsoft Dynamics CRM
Online and frees up the license so you can reassign it. If a license conflict occurs because your credit
card information has become outdated, in Microsoft Online Services you can renew your subscription
by updating the credit card information, for example, by updating the card's expiration date or adding
a new credit card. You may also want to have another person in your organization who has
administrative access. Let's look at a couple of those options. So here are three of the administrator
roles within the online platform. There's the global administrator who can add online service
subscriptions for the organization and manage all aspects of subscriptions. And there's a password
administrator who can only reset the passwords and a user management administrator who can reset
passwords as well as add, edit, or delete user accounts. All right. So quickly let's take a look at what
this looks like inside the Office 365 platform. So here I am under users and then active users. And
then we can see our four active users. To add a user, you can click right here. And it's going to ask
you their first name, last name, and it's going to create a display name based on that, and you give
them a username. And then you can either create a password for them or have an auto-generated
password. And then you can have the email password that -- emailed to -- you can have that
password emailed to them and yourself if you'd like or whoever you want it to go to. And then here's
where you can select their licenses. Depending on what Office 365 products you have, you probably
want to give them maybe Microsoft Dynamics CRM Online Professional license. And then you create
that user. And then that user is successfully created here. And after a short period of time, they will
show up inside of Dynamics CRM. This could take a few minutes, so don't necessarily expect them
to show up immediately when you go over there. But it will migrate over there. And then you'll have
to assign them a user role, which we'll show you later. Here's where you can also manage other
aspects of the user. So you can reset the password, you can edit this user, delete them, or add them
to a group, change their primary email license, or give them a different license. So you may want to
give them access to something else within Office 365 or remove their CRM license. Here's where
you have deleted users. So once you remove users, they go to the deleted users area. Then
delegated admin. So if you want to give a partner some access, you can choose a delegated admin
who can come in, make some changes, but only gives them some access and is not -- does not take
up a license. Here's also where you'll set up single sign-on, Active Directory synchronization,
manage some mail and mailboxes, and then you can change the password expiration policy for your
users. When you create a user account in the Office 365 admin portal, the system generates a user
ID and temporary password for the user. You have the option to let the service send an email
message to the user as cleartext. Although the password is temporary, you may consider copying
the information to send to the user through a more secure channel, such as from an email service
that can digitally encrypt the contents. Now you should know how to manage licenses in CRM
Online. In the next lesson, we'll take a look at how to manage those accounts and assign roles within
Dynamics CRM.
Manage User Accounts

Creating a user within the Office 365 portal only assigns a license to the user. Unless the user is set
as global administrator, they do not yet have access to Dynamics CRM. When you create a user in
Office 365 and assign a license to the user by using the Office 365 Admin Center, the user is also
created in Microsoft Dynamics CRM Online. The synchronization process between the Office 365
admin portal and Microsoft Dynamics CRM Online can take a few minutes to complete. By entering a
user ID and password, the user can access the Office 365 admin portal to view information about the
service. However, the user will not have access to Microsoft Dynamics CRM Online until you assign
at least one online security role to this user. Security roles control a user's access to data through a
set of access levels and permissions. The combination of access levels and permissions that are
included in a specific security role sets limits on the user's view of data and on the user's interaction
with that data. Microsoft Dynamics CRM Online provides a default set of security roles. If necessary
for your organization, you can create new security roles by editing one of the default security roles
and then saving it under a new name. You can assign more than one security role to a user. The
effects of multiple security roles is cumulative, which means that the user has the permissions
associated with all security roles assigned to the user. Security roles are assigned with business
units. If you have created business units, only those security roles associated with the business unit
are available for the users in the business unit. You can use this feature to limit data access to only
data owned by the business unit. More information about configuring security roles can be found in
the training for customization and configuration of Dynamics CRM. Now let's take a closer look at
how to assign these security roles. So I'm actually here within Dynamics CRM Online. I go to
Settings and Security. This is a change from the previous version. Security is now -- users are now
under security. So I choose users. And here are my lists of enabled users. So these are all of the
users I have assigned a license to in Office 365 portal. We had recently just created this user. If this
user tries to log in now, they will not be able to. And if I click on them, all the information that we have
and created for them from the Office 365 portal has migrated over here. Primary email, full name.
Here we can assign title and give some other organization information. Set up a default queue and
enable and disable this user within the system. So what we have to do is manage their roles. So if I
click manage roles, you'll see that this user has no roles. And without any roles they will not be able
to access the system at all. They go and click on their email and try to log in, they will not be able to
do so. So all you have to do is just decide what roles they need to -- role or roles they need to have.
In this case maybe it's CEO-business manager. Click OK. Now this user has the ability to log in to
Dynamics CRM and see their data. In this lesson we saw how to assign a role in CRM Online so that
users have access to the system and can log in. Join me in the next lesson where I'll show you how
to add the demo data to the CRM system.
Install Sample Data

Microsoft Dynamics CRM includes sample data that you can optionally add to an organization to
provide records for sales demonstration and training. Sample data is installed in the Microsoft
Dynamics CRM Web application. After you have installed the sample data, you can remove it. Let's
see how this is done. We go to Settings and then do Data Management. And within the Data
Management, we'll have this Sample Data right here. So if I click on Sample Data, I have already
installed it in the system in this demo. And if you had not already installed it, you could click add
sample data and it would run the processes and add a series of accounts and opportunities and
cases. So you could see what the system may look like. Once you have already installed it, as I
have, all you have to do is click Remove Sample Data and it will remove all of the pieces of
information that it put in there for testing. Try installing sample data in the following practice.
Import Data in Microsoft Dynamics CRM Online

If you've been using the sample data in a free trial of CRM Online, you can easily delete it before
adding your own business data. If your business data is currently located in other systems or on
spreadsheets, you should import it into CRM Online. Depending on the amount and complexity of the
data in other systems, there are several options for importing it. Let's take a look at using the import
feature to accomplish this task. All right. So we have a spreadsheet here, a very simple one with last
names and first names. Basically a contact sheet. And you want these contacts to show up in your
new Dynamics CRM system. The key here is you want to save this as an XML spreadsheet 2003.
Not just XML or XML spreadsheet, XML 2003. And you can import this into the system. So let's see
how this is done. We navigate to Settings, Data Management, and then click on Imports. You notice
there are already some imports here. These are some of the demo data that we already had. So we
click here on Import Data, and then I can browse. And it's going to ask me where is this file. Right?
So I'm going to select the file here. Click Next. Says how large it is. That's fine. If it's too large, it will
let you know and you have to split it up -- you have to either import the data in another manner or split
the sheet up into various sheets to import. And now it's going to say Next. So what is the mapping?
So here is a how -- if you have a map already created or there's some generic maps, we're just going
to go with the default map, and it's going to try to automatically map it. All right. So it's going to ask
me what record type do I want to map this to. In this case we're going to say contact. And then what
are these going to map to. So here's the required fields. The last name is required. It looks at the
header and says these look -- it looks like where we might want to map these to, is this correct. If this
wasn't correct, you could choose a different field. But if you name your headers right, you don't have
to do much work in this mapping stage. Click Next. Is the mapping good? It is. Allow duplicates,
yes or no. It's going to ask you to select the owner for the imported records. And then if you want to
save this data map for future imports. That's fine. We click Submit. The data has been submitted for
import. You'll see right here. Once this is done, we're going to get a number of successes. And then
if there are any failures or errors, we can then diagnose the errors. And then if you want to, you can
actually delete all the records imported. So if you have a complex import and it's got a thousand
records, you don't got to go then and delete them all if you made some sort of mistake and you want
to remove it. You just click all records imported during this import. It will remove all the records that
were created, and then you can try again.
Managing User Account Synchronization

Due to the fact that Microsoft Dynamics CRM Online user identities are provisioned through Microsoft
Online Services, you have multiple options for managing user synchronization between your online
and on-premises environments. Let's see what these are. So you can manage user accounts in
Office 365. This is the simplest approach but can require more long-term administrative effort. Every
time you create a new user account you'll need to create the user in two locations, on-premise and
Office 365. Name and password challenges will require editing the accounts in both locations.
Synchronized on-premise directory objects with Office 365. Active Directory synchronization sets up
a one-way synchronization relationship between your on-premise Active Directory server and Office
365. You get the benefit of easing the burden of maintenance -- I'm sorry, of maintaining user
accounts without significantly adding to your hardware and failover requirements. However, you still
need to maintain two sets of passwords for your on-premise Active Directory accounts and your
Office 365 accounts. You can use Active Directory Federation Services, or AD FS, to manage users.
This approach requires careful planning for redundancy in failover and requires the most expertise
and effort to deploy. In this approach, users in your organization can use corporate credentials to
access the services in Office 365 that your company subscribes to such as Dynamics CRM Online.
Users sign in once and don't have to sign in again to access a different service. There's a single
password to manage. Your decision on which method to choose is based largely on the size of your
company and the depth and breadth of your IT resources. For single sign-on organization URL, if you
have deployed synchronization with a single sign-on, you can provide a URL to your users that takes
advantage of your company's Active Directory and simplifies the sign-in experience. The URL follows
this pattern. So your organization name goes in the red carets, and then your Federation Service
identifier goes in the second set. You can get the organization name by looking at the URL you used
to access Dynamics CRM Online. For example, in this example, contoso.crm.dynamics.com,
Contoso is your organization name. I would -- I would suggest that you send this URL to your
Microsoft Dynamics CRM Online users and then encourage them to bookmark it.
Managing CRM Updates

Most Microsoft Dynamics CRM Online organizations have been updated to Microsoft Dynamics 2015.
This topic is only for those organizations that have not yet updated to CRM 2015. You can now
control when you want to install Microsoft Dynamics CRM Online service updates for your
organization. You will receive an email before the service update is available with a scheduled
update date. This email will also include instructions about how to reschedule the update if you
choose. You will receive reminders 90, 30, 15, and 7 days before the update begins. The service
update will happen during a 12-hour window, and during that time your organization might be
unavailable for several hours. We'll let you know when your organization is updated and ready to
use. Dynamics CRM Online 2015 has a number of changes. To take advantage of the new features,
you should ensure that customizations are compatible with this update. Most of the update process is
handled by Microsoft. However, there are a few things you must do to prepare. Know when your
update is scheduled. Involve your Dynamics CRM partner. If you have a Microsoft Dynamics CRM
partner record, we strongly recommend that you contact them for guidance and assistance. If you do
not have a partner, you can consult Microsoft Dynamics Marketplace to identify a partner. Please
note that there may be charges from partners for their services. Watch for communications from
Microsoft. You'll get several communications about the subject to keep you informed about the
update. Also displaying the notice to users of your system in the CRM message bar. You'll send
email communications to users that have the system administrator role in CRM. Make sure the email
account associated with those users -- with those user accounts are valid and being monitored.
Verify your customizations are compatible. You should take the time before your update to verify that
customizations are compatible. You should do this early enough that you have time to fix any
unidentified issues. Additionally, Microsoft will run a number of automated tests, and if any of those
tests fail in your instance, your administrator will be emailed. Create a non-production instance in
which you can test your customizations. Ideally you should test your customizations prior to update.
This will also give you the opportunity to verify compatibility of any third-party customizations. If you
identify any potential issues, please work with the solution provider to correct any issues that arise.
And notify your users prior to the update so they're not shocked when the changes are made and
they understand that there might be a little bit of downtime. Very quickly let's look at the solution
compatibility. If you have a Dynamics CRM 2011 solution, for example, if you're going from an on-
premise to online solution, that cannot be imported into Dynamics CRM 2015 directly. Dynamics
CRM 2013 solution, however, can be imported in Dynamics CRM 2015. So if you have a 2011
solution, you need to import it into a 2013 system and then you can import it into a 2015 system.
In this module, we discussed managing subscriptions, licenses, and user accounts in the Office portal
and in Dynamics CRM. We looked at installing sample data, importing your own data, user account
synchronization, and managing CRM updates. Join me in the next module where we will look at
managing instances.
Module 2: Labs and Exercises

• Practice: Load Sample Data
Module 2: Things to think about:

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Module 03: Managing Microsoft Dynamics CRM Instances

Welcome to this module on Microsoft Dynamics CRM Online instances. When you sign up for a trial
or purchase a Microsoft Dynamics CRM Online subscription, a CRM Online production instance is
created. Each additional production or non-production CRM Online instance you add creates a
separate and isolated Microsoft Dynamics CRM organization on the same tenant. An instance has
the URL format https\\, then the URL name or the organization name .crm.dynamics.com. For
example, contososales.crm.dynamics.com. You manage your Microsoft Dynamics CRM Online
instances from the CRM Online Administration Center. In this module I'll provide information on how
you add or edit instances of Microsoft Dynamics CRM Online and set up additional non-production or
sandbox instances. Let's look at the module objectives: Managing sandbox instances, adding an
instance to your subscription, editing an instance, copying an instance, multiple instances or tenants,
and managing storage for CRM online.
Module 03: Managing Microsoft Dynamics CRM Instances Video Transcript

Managing Sandbox Instances
A sandbox instance is any non-production instance of Microsoft Dynamics CRM Online. Isolated
from production, a sandbox instance is the place to safely develop and test application changes.
Customers with a combined total of 25 or more professional or enterprise licenses are provided with a
free sandbox instance. You can also purchase sandbox instances. Let's see how to manage those.
You can reset a sandbox instance to delete or reprovision it. Consider a reset when you want to
create a new project, to free up storage space, or remove an instance that contains Personally
Identifiable Information. And you can only reset sandbox instances. When you place a sandbox
instance in administration mode, only users with the CRM system administrator or system customized
for security roles will be able to sign in to that instance. Administration mode is useful when you want
to make operational changes and not have regular users affect your work. You can only place
sandbox instances in administration mode. Let's see how all this is done.
Adding an Instance to Your Subscription

You can add production and non-production instances to a Microsoft Dynamics CRM Online
subscription. Each new instance creates a separate organization that can be used by different
departments, locations, or for non-production purposes such as development. You can purchase the
CRM online instance in the Microsoft Online Services portal purchase subscriptions page. You must
have a Microsoft Office 365 account to complete the purchase. Additional storage and instances can
be purchased by customers with a paid Microsoft Dynamics CRM Online professional user license
subscription. You must have either the Microsoft Office 365 global administrator role or the Microsoft
Office 365 service administrator role to do these tasks. By default, all Office 365 global
administrators and Office 365 service administrators who do not have a Microsoft Dynamics CRM
Online license are granted the system administrator security role and administrative access mode
levels of permission in Microsoft Dynamics CRM Online. Adding additional instances will have an
effect on storage. When you add a new Microsoft Dynamics CRM Online instance, the new instance,
and any existing instances, will consume the existing storage that is available to your account. Be
aware that when you reach the storage limit, all CRM Online instances associated with the account
will go into a read-only state. Warnings will be communicated when storage is near capacity. Let's
see what you need to create an instance. When you add an instance, you can accept the default
values or enter different values to create a Microsoft Dynamics CRM Online instance. The
information necessary to create an instance is as follows. A friendly name. This is typically the name
of your organization and is displayed in the Microsoft Dynamics CRM application. The URL name is
used to construct the URL for users to sign in to the Microsoft Dynamics CRM application. Therefore
we recommend that you limit the length of the URL name to reduce the overall length of the URL.
The purpose. This value is used to associate the instance with a specific intent and is only displayed
in the instance picker, which is accessed through the Office 365 admin portal. For example, if this
instance is for exclusive use by your sales and marketing departments, you can enter Contoso sales
and marketing. And if the instance is for development and for testing purposes, enter a relevant
name such as Contoso development. Instance security group. This value is used to determine the
Microsoft Online Services security group that includes the users who have access to this instance of
Microsoft Dynamics CRM Online. If you do not specify a security group, all users associated with the
subscription who have a Microsoft Dynamics CRM Online license will be added to the new instance.
Base currency. When you add an instance, you must select a base currency before the instance is
provisioned. Although you can add currencies in the Microsoft Dynamics CRM application, only the
base currency will be used for reporting. Once set, the base currency cannot be changed. Let's see
how this is done inside the system.
Copying an Instance
You can use copy instance in the CRM Online administration center to copy the CRM application and
all data from any instance to a sandbox instance. You can do either a full or minimal copy. A full
copy includes all application data, users, and customizations from the source instance and is suitable
for user acceptance testing, upgrade testing, preview and production, and training. Let's use the
following scenario to further explore the topic. Isaac, a business application developer, has received
a request from the sales department to configure and deploy a social media integration solution from
another company vendor. Isaac has never installed a solution from this vendor and is unsure what
impact that would have on the production application. He'd like to import the solution into an
environment that is nearly identical to but isolated from production to learn about the solution and
make the appropriate configuration changes. Isaac submits request to Thomas, the IT manager for
Contoso, to create a full-copy sandbox instance form. After the full copy is complete, he receives a
mail from Thomas telling him the sandbox instance is ready. He logs into the sandbox instance and
makes the necessary changes to make sure that production external services will not be impacted by
the sandbox instance. Once changes are complete, he turns off administration mode and enables
background services. Isaac is able to use the full copy sandbox instance to do his testing and later
manually import the solution into production. A minimal copy only includes users, customizations,
and schema from the source instance and is suitable for iterative team development, partner ISV
solutions, and proof of concept. Another example of the scenario would be as follows. Isaac has a
large development project starting next week for the sales department. He has a team of developers
ready to start on the project, some of whom are internal to Contoso and some are external vendors.
The Contoso sales application contains Personally Identifiable Information that the sales manager
has explicitly stated must not be made available to any external parties for privacy and legal liability
reasons. Isaac requests a minimal copy sandbox instance that does not contain any production data
or users. In addition, Isaac creates an Office 365 security group to give the development team
access to the sandbox instance. After modifying and enabling some of the plug-ins, the developer
sandbox instance functions the same and is completely isolated from the production application.
Development team works on their modifications in this instance for several weeks. They package
their changes into a solution and export or import to deploy to the full copy sandbox instance. After a
successful round of testing and sign-offs, the changes are manually deployed to production. Let's
see how to copy an instance.
To ensure the newly created copy or target instance does not impact your production instance, once
the copy operation is complete, two things happen. One, the newly created copy instance is placed
in administration mode. Only those with CRM system administrator or system customizer security
roles can sign in and manage the copy instance. Regular CRM users cannot sign in and use the
copy instance. Two, background operations are disabled in the copy instance. Disabled operations
include workflows and synchronization with Microsoft Exchange. You should review the status of
application components in the copy instance with external connections such as Yammer, email, plug-
ins, custom Web flow activities, et cetera. Review these and consider what actions to take. One,
disable the component. Two, redirect the component to another service instance such as one
running Exchange or SharePoint. Three, do nothing. Leave the component as is in the copy
instance. For example, you might decide to allow Yammer posting to both the copy and production
instances. There are some possible application components in the copy instance that could have
external connections and therefore could impact services with the same connections in your
production instance. Email. A mailbox cannot be synced with two different instances. For a full-copy
instance, the user mailboxes and the copy instance must be disabled so the mailboxes do not attempt
to send or receive email or track appointments, contacts, or tasks. Set synchronization for incoming
email, outgoing email, and appointments, contacts, tasks to none. SharePoint. Deactivate or redirect
SharePoint to a sandbox SharePoint environment to prevent impacting documents in Microsoft
Dynamics CRM managed by SharePoint. In Microsoft Dynamics CRM, go to Settings,
Documentation Management, SharePoint Sites. Select your site, then click or tap to deactivate.
Yammer. Disable Yammer or redirect to a separate Yammer service to prevent posts made in the
copy instance conflicting with posts made in the production instance. In Microsoft Dynamics CRM, go
to Settings, Administration, Yammer Configuration. After creating a sandbox instance, workflows and
system jobs might be pending executions. Yammer activity streams posted from CRM to Yammer
asynchronously. These activity streams are not visible through the system jobs. If there were any
pending Yammer activity streams before the disabled background processes turned on, these activity
streams will be posted to the current Yammer configuration once the disabled background process is
turned back off. In the sandbox instance, if you have your current Yammer configuration connected
to the same Yammer network as your production environment, you might see duplicate activity
streams. To avoid duplicate Yammer activity streams, redirect your sandbox instance to another
Yammer network, possibly a test network, before turning background processes back on. Platform
extensibility. Consider disabling the following that could be running in the copy instance and
impacting external service components. Server side plug-ins, workflow custom activity, client
extensibility. Review the following. Client side JavaScript. Take a look at your JavaScript in HTML
Web resources for read-write operations that could impact external services. And iframes determine
if the target of an iframe is a production instance.
Multiple Instances
Microsoft Dynamics CRM Online gives you options for segregating your CRM data and user access.
For most companies, adding and using multiple instances in your subscription provides the right mix
of functionality and ease of management. Enterprises with separate geographic locations might
consider using multiple tenants to separate Microsoft Dynamics CRM Online licenses. Multiple
instances can share users among instances; multiple tenants cannot. Let's look at some of the
terminology. So a tenant. At Microsoft Dynamics CRM Online, a tenant is the account you create in
the Microsoft Online Services environment when you sign up for a CRM Online subscription. A
tenant contains uniquely identified domains, users, security groups, and subscriptions and can
contain multiple CRM Online instances. The tenant created for you has a domain name of
account.onmicrosoft.com. For example, contoso.onmicrosoft.com. Instance. When you sign up for a
trial or purchase a Microsoft Dynamics CRM online subscription, a CRM Online production instance is
created. Each additional production or non-production sandbox CRM Online instance you add
creates a separate and isolated Microsoft Dynamics CRM organization on the same tenant. An
instance has the URL format urlname.crm.dynamics.com. For example,
contososales.crm.dynamics.com. Subscription. A subscription consists of the CRM licenses and
add-ons included with the trial or paid service you signed up for in your CRM Online account. CRM
subscriptions can vary in license type, price, and end date. For example, a subscription might be a
hundred licenses of Microsoft Dynamics CRM Online Professional and ten licenses of Microsoft
Dynamics CRM Online Enterprise. Identity. The user account used to sign in to CRM Online. You
can also use this identity to access other Microsoft Online Services such as Office 365 or SharePoint
Online. Administrators can decide if they want to federate user identity management between CRM
Online and on-premise Active Directory. User account. A user account is signed by the organization
-- work, school, or nonprofit -- to one of their constituents -- employees, students, customers -- that
provides sign-in access to one or more of the organizations such as Exchange Online or CRM Online.
Access to an online service is controlled by the license assigned to the user account. User accounts
are stored in an organization cloud directory within Azure Active Directory and are typically deleted
when the user leaves the organization. Organizational accounts differ from Microsoft accounts in that
they are created and managed by admins in the organization, not by the user. And security group. If
your company has multiple CRM Online instances, you can use instance security groups to control
which licensed users can access a particular instance. CRM Online instances are similar in concept
to a high-rise business complex with floors organized according to business functions. Consider each
floor within the building as an application -- sales, service, marketing; vendor management, wealth
management. And consider each unit within a floor as an instance for a specific purpose such as
production, training, testing, and development. Multiple instances are needed when segregation is
required of plug-ins, workflows, or admin resources that cannot be easily isolated by using business
units in CRM. A typical CRM Online deployment includes one tenant only. A tenant can include one
or more CRM Online instances. However, a CRM Online instance is always associated with a single
tenant. This example uses two instances for three teams -- sales, marketing, and service. Sales and
marketing share an instance, so lead information can easily be accessed by both. Service has its
own instance, so tickets and warranties can be managed separately from campaigns and other sales-
related events. You can provide access to one or both instances easily. Sales and marketing users
could be limited to their instance while service users with extended access could update support
escalation records related to accounts in both instances. A tenant can include up to 50 CRM Online
production instances and up to 10 non-production instances. Each instance within a tenant receives
its own SQL database. CRM data is not shared across instances. Storage is shared across the
primary instances and any additional instances. All instances for a single customer tenant will be set
up in the geography where they initially signed up for their account. Storage consumption is totaled
and tracked across all the instances attached to a customer tenant. You could set up separate
security groups for all instances. A licensed CRM Online user can potentially access all the CRM
Online instances associated with a tenant. Access is controlled by the instance security group
membership. You can purchase additional instances through the additional instance add-on.
Additional instances can be added only to paid subscriptions, not trials or internal use rights. If you
purchased your CRM Online subscription through volume licensing, you must go through your large
account reseller to purchase the additional instance. You can merge existing trials or subscriptions
onto an additional instance. You will need to move your data and customizations, however. Join me
in the next lesson where we'll talk about multiple tenants.
Multiple Tenants
Mobile businesses with regional or country models that differ can use tenants to account for
variations in approach, market size, or compliance with legal and regulatory constraints. Let's see an
example. The example on the slide includes a second tenant for Contoso Japan. User accounts,
identities, security groups, subscriptions, licenses and storage cannot be shared among tenants. All
tenants can have multiple instances associated with each specific tenant. CRM data is not shared
across instances or tenants. In a multi-tenant scenario, a licensed CRM Online user associated with
a tenant can only access one or more CRM Online instances mapped to the same tenant. To access
another tenant, a user would need a separate license and a unique set of sign-in credentials for that
tenant. For example, if User A has an account to access Tenant A, their license allows them to
access any and all instances created within Tenant A if they are allowed by their administrator. If
User A needs to access instances within Tenant B, they will need an additional CRM Online license.
Each tenant will require a tenant administrator with unique sign-in credentials, and each tenant
affiliate will manage its tenant separately in the administrator console. Multiple instances within a
tenant are visible from the CRM Online interface if the administrator has access. You cannot
reassign licenses between tenant enrollments. Enrolled affiliate can use license reduction under one
enrollment and add licenses to another enrollment to facilitate this. On-premises Active Directory
Federation cannot be established with more than one tenant, unless you have a top-level domain that
you need to federate with different tenants. For example, contoso.com and fabricam.com. Add a
multi-tenant deployment under volume licensing. For a multi-tenant deployment, you'll need a multi-
tenant amendment. A multi-tenant amendment is an actual amendment to the volume license
agreement used to purchase licenses. Contact your Microsoft sales representative or reseller to
obtain the amendment. There are a number of scenarios in which it would make sense to use
multiple tenants. Two common use cases are functional localization and physical distribution. The
functional localization scenario typically arises in organizations with overlapping but separate
functional needs. So common examples include organizations with different business divisions, each
with a different market or model of operation. Global businesses with regional or country models that
differ to account for variations in approach, market size, or compliance with legal and regulatory
constraints. In these types of business environments, an organization often will have common sets of
functionality that allow specific regions, countries, or business areas with a degree of localization
regarding information capture. For example, capturing the ZIP code in the United States would
correlate to capturing the post code in the United Kingdom. Forms and workflows. For business
solutions that must support users that are physically distributed over large instances, particularly for
global deployments, using a single instance may not be suitable because of the implications such as
WAN latency associated with the infrastructure over which the users connect, which can significantly
impact the user experience. Distributing instances to provide users with more local access can
reduce or overcome WAN-related issues as the access occurs over shorter network connections.
Admins who want to deploy and manage multiple tenants should be aware of the following constraints
of a multi-tenant configuration. User accounts, identities, security groups, subscriptions, license and
storage cannot be shared among tenants. A single domain can only be federated with one tenant.
Each tenant must have its own namespace. UPN or SMTP namespaces cannot be shared across
tenants. If an on-premise Exchange organization exists, you cannot split this organization across
multiple tenants. A consolidated global address list will not be available except if explicitly managed
downstream from the synchronization. Cross-tenant collaboration will be limited to Lync Federation
and Exchange Federation features. SharePoint access across tenants may not be possible. While
this may be solved with partner access, the user experience is disrupted and licensing aspects apply.
There can be no duplicate accounts across the tenants or partitions in the on-premises Active
Directory.
Manage Storage for CRM Online

You can manage your organization's data storage capacity in connection with your subscription to
Microsoft Dynamics CRM Online. The type of subscription you purchase determines the amount of
storage initially allocated to your organization. If you run out of storage, you can add more. You can
also gain storage by deleting certain types of unnecessary data in CRM Online. To delete data, you
must have a CRM Online system administrator security role. Remember, you can't recover deleted
data. Before you delete data, ensure that your data is saved to a safe location or that you no longer
need it. Let's see how to add data.
There are ways to reduce the amount of storage space used by removing or deleting different types
of information from Microsoft Dynamics CRM. Use one or more of the methods to control your total
data storage usage with Microsoft Dynamics CRM. You can delete certain categories of data as the
need arises or you can set up bulk deletion jobs to reoccur at set intervals. Let's see some of these
options. So one of the things -- so there's a few different things you could do. You can delete bulk
mail and workflow instances with a bulk delete job. You can evaluate and delete suspended
workflows. You can remove all of your email attachments using an advanced find. Remove email
messages with attachments with the bulk deletion job. It really comes down to finding records you
don't need, specifically ones with email attachments, and either remove them with the bulk deletion
job or with advanced find. I'm going to show you very briefly if we go to Settings and Data
Management. And here's where we can go to the bulk record deletion. So here it takes us straight to
system jobs. So all these finished system jobs we could easily delete. So you can actually select
here and then run the deletion job, or we can create a new one. So what we have to do is build a
criteria for what we want to delete. So we could delete, you know, email messages that are in the
system that are over a certain -- so they were created on and -- on or before -- on or before, and then
we can choose a date. So we could go -- you know, if they are significantly old, we'll just say we'll
make our -- after -- if it's older than this, we don't need to do it. You can preview the records that will
show up in your system to make sure you're deleting the correct ones. You can click Next, and then
it's going to ask you what's the name of this job, when do you want it to start, and do you just want to
run this regularly. So if you have a process that says we're going to delete any emails in the system
older than a year or older than six months, you could just set this job to run every 30 days, have it
send you an email when the job is finished. The other thing you could do is create an advanced find
for certain records that you don't need anymore, check your inactive accounts or opportunities, delete
those if needed. And all these will help you save space within Dynamics CRM Online.

In this module we learned about tenants, instances, the difference between the two, why we might
choose one or the other, and how to manage them using Dynamics CRM Online. We also learned
how to add more storage and make room on your current existing instance.

• [hyperlink to the to the lab in the additional lab section]
Things to think about:

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Module 04: Email Management

Module 04: Email Management Video Transcript
Welcome to this module on email management. Microsoft Dynamics CRM integrates with email
systems using server-based or client-based processing systems. You should review the email
processing methods to determine the best configuration for your email management strategy. In this
module, I'll describe the email processing methods and the management topics for each of the email
processing methods. A note on terminology. The Microsoft Dynamics CRM application uses
mailboxes to define settings. I'll use the term mailbox to mean a folder in a user's email client and the
term mailbox record to mean a Microsoft Dynamics CRM mailbox record. Let's look at the objectives
for this module: To describe the email processing options in Microsoft Dynamics CRM, explain the
email tracking and correlation, discover how mailboxes are monitored, describe the purpose of
Microsoft Dynamics CRM mailbox records, examine the email synchronization options, review the
requirements to approve email addresses, explain the role of the Microsoft Dynamics CRM Email
Router, install the Microsoft Dynamics CRM Email Router, review the Email Router configuration
options, create a forward mailbox, review the purpose for deploying forwarding rules, review options
for installing the Email Router on multiple computers, review troubleshooting tips, and describe the
role of server-side synchronization. In the first lesson, I'll provide an overview of the email processing
options for Microsoft Dynamics CRM.
Email Processing
Microsoft Dynamics CRM does not include an email system. Instead, it integrates with email systems
using one of three email processing methods. These are the Microsoft Dynamics CRM Email Router,
server-side synchronization, and the Microsoft Dynamics CRM client for Microsoft Office Outlook. To
send emails from Microsoft Dynamics CRM, you must configure at least one of these methods. The
Email Router and server-side synchronization are server-based email processing systems whereas
the client for Outlook is client-based. It is important that you review the advantages and
disadvantages of each option before deciding which one to use. When deciding which option to use,
consider whether your organization uses on-premise Microsoft Dynamics CRM or Microsoft Dynamics
CRM Online, your organization's email infrastructure, and your organization's technical capability in
terms of information technology staff. You can use a mixture of the options. For example, you can
configure some users with the client for Outlook and other users with the Email Router. In any one
organization, you can only configure one of the server-based email processing options. You can use
either the Email Router or server-side synchronization but not both. Let's see how to do that. Here
we are in Microsoft Dynamics CRM. And we went from settings to email configuration. Here we can
click on email configuration settings. It takes us to the system settings area, and you can see here in
configure email processing that we can choose either server-side synchronization or Microsoft
Dynamics CRM 2015 Email Router. You cannot choose both; only one or the other. Let's look at
some of the advantages and disadvantages of using them. The Microsoft Dynamics CRM Email
Router. The advantages are it's a centrally managed solution that's easier to manage for larger
deployments. It can be used in mixed environments where one of Microsoft Dynamics CRM and
Exchange is on-premise and the other is online. It supports Exchange 2010. The disadvantages.
Must be installed on a computer, managed and configured using a separate program, the Email
Router Configuration Manager. Appointments, contacts and tasks created in Microsoft Dynamics
CRM must be synchronized with Outlook using Microsoft Dynamics CRM for Outlook. Now for
server-side synchronization. The advantages are it's a centrally managed solution, easier to manage
for larger deployments. It's managed in the Web application. It can synchronize with Office 365
Exchange Online without configuring credentials. It provides error reporting in the application through
alerts. Appointments, contacts, and tasks created in Microsoft Dynamics CRM synchronize directly
with Exchange. And no installation is needed. Now the disadvantages. It can only be used in
environments where both Microsoft Dynamics CRM and Exchange are on-premise or both online.
Microsoft Dynamics CRM for Outlook. The advantages. There is no configuration needed. There's
nothing further to install other than the Microsoft Dynamics CRM for Outlook. Disadvantages. It
cannot be used for queues. Emails created in Microsoft Dynamics CRM are not sent unless Outlook
is running, incoming emails are not automatically tracked unless Outlook is running, and emails are
not sent unless Outlook is running. In the next lesson I'll go through email tracking and correlation.
Email Tracking and Correlation

Each of the email processing options can be configured to automatically create email activities in
Microsoft Dynamics CRM in response to incoming emails. This is known as email message tracking.
After an email is tracked in Microsoft Dynamics CRM, it appears in the closed activities of relevant
records. If the email is deleted from the user's mailbox, the email activity in Microsoft Dynamics CRM
is not deleted. A user who has Microsoft Dynamics CRM for Outlook installed can also manually
track emails. Correlation is used to link an email to relevant records in Microsoft Dynamics CRM. I'll
discuss correlation a bit later. Users can choose which incoming emails are automatically tracked by
selecting a track option on the Email tab of the Set Personal Options dialogue box in the client
application. An administrator can turn off automatic message tracking for a user by setting incoming
email to none the user's mailbox record. Now let's see how a user configures automatic tracking
options. Here we go to Settings and Options. And this is going to set personal options, so for only
the user that is logged in. If we click on the Email tab, we'll see the select the email messages to
track in Microsoft Dynamics CRM area. From there we can choose all email messages or just email
messages that are response to CRM-based email, email messages that are from CRM leads,
contacts, and accounts -- so that's leads, contacts, and account emails that are in the CRM system --
or email messages from CRM records that are email enabled. So you can select enable email from a
particular CRM record and then only email messages will be tracked from those particular records.
Email correlation is a process where tracked emails are automatically linked to relevant records in
Microsoft Dynamics CRM based on the information in the email. The two main methods used to
correlate emails are Smart Matching and Tracking Token. Microsoft Dynamics CRM 2015 utilizes
information stored in email headers and can be used on its own or in conjunction with either of the
two correlation methods. But not all email systems preserve information in email headers, so we
recommend that you enable at least one of Smart Matching and Tracking Tokens or both. Correlation
can be disabled, in which case emails are not going to be automatically linked to records in Microsoft
Dynamics CRM. Smart Matching relies on the similarity between email messages, taking into
account the subject line and number of sender and recipient email addresses that match. In the
subject line, prefixes such as RE and letter case are ignored. For example, email messages with the
subjects RE Hello and Hello are considered a match. Because of subject line matches, Smart
Matching can link emails to the wrong record. For example, when email is received from a customer
with the subject line Problem, the email is attached to a case. Later the customer sends another
email with subject line Problem but about a different issue. When the email is tracked, Smart
Matching will link the email to the first case. Because of this we recommend that you use the
Tracking Token instead. The Tracking Token is an alphanumeric string generated by Microsoft
Dynamics CRM that is appended to the end of the subject line for tracked emails. Tracking Tokens
can be used on their own or with Smart Matching. A Tracking Token string has four configurable
parts -- a prefix, a deployment-based tracking number, the number of digits for user numbers, the
number of digits for the incremental message counter. The resulting Tracking Token is the prefix
followed by several digits based on the configured parts. You can configure any combination of the
correlation methods in system settings. Let's have a look at how to do this. So once again back at
settings, email configuration, we click on the email configuration settings. Down here we'll see where
we can configure email correlation. We can completely turn off correlation or keep it on. And then
here's where we can choose whether we want to use the Tracking Token, Smart Matching, and both.
In this case we have both enabled. You can change what the prefix looks like, and here you can
change the deployment-based tracking number or the number of digits for user numbers or the
number of digits for incremental message counter. So you could change this to 5, for example, and
you'll notice that the Tracking Token preview gives you an idea of what that might look like. For
Smart Matching you can filter subject keywords such as this and then have a maximum number of
subject keywords or recipients, a maximum difference allowed between subject keywords, and the
minimum number of recipients required to match. So amongst these two options, you can configure a
number of ways to make sure that the right emails are going to the correct areas within the system.
Mailbox Monitoring
For automatic tracking of incoming email messages, you can configure the Email Router and server-
side synchronization to monitor either each user or queue's mailbox separately or a single mailbox
referred to as a forward mailbox. With a forward mailbox, Microsoft Dynamics CRM only has to
monitor one mailbox instead of monitoring the mailbox of each user. For organizations that have a
large number of mailboxes, we recommend that you use a forward mailbox to reduce the processing
effort required by the Email Router and server-side synchronization. You can also reduce
administrative effort because monitoring many mailboxes might require maintaining large numbers of
access credentials. You can configure each user and queue separately so that some user or queue
mailboxes are monitored directly and others are configured to use a forward mailbox. To use a
forward mailbox, you must configure a forwarding rule for the user or queue mailbox. The forwarding
rule must forward all incoming email messages as attachments to the forward mailbox. If Microsoft
Exchange Server is used as the email system, you can use the Rule Deployment Wizard installed
with the Email Router to deploy the forwarding rules. This can reduce the administration and
maintenance because the Rule Deployment Wizard can deploy the forwarding rule for multiple
Microsoft Dynamics CRM users and queues at the same time. You can use the Rule Deployment
Wizard for Exchange Server. For other systems, you must manually create the forwarding rules.
Let's look at what these different options are like. So with individual mailbox monitoring, you have
multiple user mailboxes and a queue mailbox, and the Email Router or server-side synchronization
periodically checks, check for emails in all the different mailboxes, then decides whether to create an
email based on the user's or queue's automatic tracking setting. It does not remove emails from
mailboxes after processing. With the forward mailbox, you have alternatively the user mailboxes and
the queue mailbox send -- use rules to forward emails to the forward mailbox. The router or server-
side synchronization periodically checks for emails in the forward mailbox. It decides whether to
create an email based on the user or queue's automatic track setting, then removes email from
forward mailbox after processing. You can configure it so it does not delete the forward mailbox
emails if you want do some troubleshooting.
Synchronization Methods
The synchronization method can be set separately for each user and queue and separately for
incoming emails and outgoing emails. In Microsoft Dynamics CRM 2015, synchronization methods
are configured on a mailbox record instead of on the user record. Microsoft Dynamics CRM
automatically creates a mailbox record for each user and queue. Do not confuse a mailbox record
with a user's actual mailbox in Exchange. If you plan to use a forward mailbox with server-side
synchronization, then you must create a forward mailbox record for each forward mailbox. However,
you do not need to create forward mailbox records if you use the Email Router. You can set the
default synchronization methods for new users in queues which can reduce the time spent on
configuring new users in queues. You can also apply the default synchronization methods to existing
mailbox records. If you have large numbers of mailbox records and decide to change how emails are
processed, you can apply the defaults to existing mailbox records rather than editing each mailbox
record individually. Let's have a look at mailbox records and how to set and apply default
synchronization methods. Here we are in settings, email configuration. Click on mailboxes. And
here is the mailbox for one of our users, in this case myself. So here's where we can change the
incoming and outgoing email options. So you can choose Dynamics CRM for Outlook, you can
choose server-side synchronization or Email Router or you can choose a forward mailbox. For the
outgoing mail, you can choose Microsoft Dynamics CRM for Outlook or server-side synchronization
or the Email Router. Doesn't make sense to have a forward mailbox for outgoing mail. Again, you
can set -- if we go back to email configuration and you go to email configuration settings, and we
change the incoming email and outgoing email default synchronization method, which we do here,
and you want to change a number of users' mailboxes, you can select as many users as you want
and then hit Apply Default Email Settings. So this is going to ask you if you want to apply that default
that we just changed to the selected records on just the current page or all records on the current
page or all records on all pages in the current view. So basically you could take all of your users, all
active mailboxes, and apply the default settings with just a couple clicks rather than going to each
single one and doing it. And then you can actually test that email configuration. In the next lesson
we'll take a look at email address approval.
Email Address Approval
Any user who has permission to update a user or queue can change the email address for that
record. To prevent unauthorized changes, the email address for newly added users and queues and
changes to an email address for existing users and queues must be approved by a user with the
appropriate permission. The requirement to approve changes only applies to users who are
configured to use server-based email processing options for incoming or outgoing email and to all
queues. Only users that have the approved email addresses for users or queues of privilege in the
security role can approve email addresses. The privilege is located on the Business Management tab
in the miscellaneous privileges section of a security role. You can disable the requirement to approve
email address changes separately for users and queues. This is a system setting on the Email tab.
Let's have a look at how to manage email address approvals. So I've opened the security role for the
CEO-business manager role. Here I am on the Business Management tab. And when I scroll down
to the bottom, you will see approve email addresses for users and queues. I can modify this just like
any other security role that we have in the system. Over here in system settings on the Email tab,
down here we have email processing for unapproved user and queues. So here's where you can
enable the option to allow email -- to allow emails to be processed only for approved users or not and
then for queues or not. So you can choose whether or not you want the security role to be able to
lock that down and have people approve these email changes or not. Join me in the next lesson
where I'll discuss the Email Router.
Overview of the Email Router

The Email Router is a server-based email processing service that routes emails between Microsoft
Dynamics CRM and an email system. The Email Router comprises the Email Router Service, which
runs as a Windows Service; the Email Router Configuration Manager, which is used to configure the
Email Router; and the Rule Deployment Wizard, which is used to deploy forwarding rules from
Microsoft Exchange users who are configured to use a forward mailbox. Let's see some of the
supported email systems. Microsoft Exchange Server 2010 and 2013; Microsoft Exchange Online;
Simple Mail Transfer Protocol, or SMTP, servers for outgoing email; Post Office Protocol-3, or POP3,
servers for incoming email. And some of the hardware requirements. So 32-bit processor. The
minimum is a 750 megahertz CPU or comparable. But it's recommended you have a multicore 1.8
gigahertz CPU or higher. And then for a 64-bit processor, x64 architecture or compatible, 1.5
gigahertz processor minimum. And then a multicore x64 architecture, 2 gigahertz CPU or higher,
such as an Opteron or Xeon system.
Install and Configure the Email Router

To install the router, click on the setup router.exe file. Let the configuration run, download the
components that you need, and finish the wizard as usual. Once it's installed, use the Email Router
Configuration Manager to configure incoming and outgoing profiles. And if you plan to use a forward
mailbox, configure the forward mailbox settings. At least one incoming mail profile and one outgoing
email profile is required for the Email Router to route email between a Microsoft Dynamics CRM
organization and an email system. Depending on the complexity of an organization's email system,
multiple incoming and outgoing configuration profiles might be required. For example, if an
organization requires incoming Email Router services for multiple email servers, an incoming
configuration profile is required for each email server. In the case of a single Microsoft Dynamics
CRM organization, where all users have mailboxes on a single Exchange Server, one incoming
profile and one outgoing profile is required. Let's have a look at configuring the Email Router.
Afterwards, why don't you try out the practice where you can configure the Email Router yourself. So
here we are in the Email Router Configuration Manager. There's four tabs, and you want to start with
the configuration profiles. Very simply you click New to create a new configuration profile, and you've
just got to give it a name. We'll call this test. And then you choose an incoming and outgoing --
whether this is an incoming or outgoing profile. And then you have the email server type for
incoming. Again, you have Exchange 2010 or 13, Exchange Online, or POP3. And as you change
these, your options may change. So if you do POP3, the authentication type will give you different
choices, and it's going to ask you if you want to use SSL and the email server. You use Exchange
Online, it's asking you for Exchange Web Services URL and your access credentials. If you're going
to choose outgoing, again you only have Exchange Online SMTP as your options. If you choose
SMTP, again you have the SSL option in the email server. Exchange Online, if you want to create an
outgoing profile. Under Deployments, if you click New, this is where you decide where your access
credentials for the CRM deployment are. So is this local, is it online -- is this partner hosted or is this
CRM Online. And you're going to have to put in your CRM server name regardless right here. So
you can use this Email Router. It doesn't matter whether you're using on-premise, partner hosted, or
online. You can still use the Email Router to function and route your email internally. So you choose
your Microsoft Dynamics CRM server if you're going online. Put your username and password here,
and then you're going to choose your default incoming profile which we would have configured in the
last step. And then users, queues, and forward mailboxes. So once you've created your deployment
and where your CRM server is -- and you can have multiple, if you have multiple -- you would select
here. It's going to give you your option. And here you'll click load data. And it will load all your users'
queues and any forward mailboxes that you have created within your Dynamics CRM system.
Overview of the Server-side Synchronization

Server-side synchronization is a component in Microsoft Dynamics CRM 2015 and is an alternative to
the Microsoft Dynamics CRM Email Router. It is used to integrate Microsoft Dynamics CRM with
Exchange and POP3 or SMTP-based email servers. Server-side synchronization is the preferred
option for organizations with users who run Microsoft Dynamics CRM in a Web browser or on a
mobile device such as a tablet or smartphone. Server-side synchronization provides direct Microsoft
Dynamics CRM to email server synchronization. When you use Exchange, this includes bidirectional
synchronization of email, contacts, tasks, and appointments. The data synchronized for each user
can be controlled by using synchronization filters that are available from the synchronization tab in the
CRM user options dialogue. If you're using a POP3 email server, the data that is synchronized
includes email only. Server-side synchronization offers features such as efficient resource utilization,
connection throttling, data migration, server isolation, and error reporting.
Configure Server-side Synchronization

Server-side synchronization is configured within the Microsoft Dynamics CRM Web application.
There are several configuration steps. First, create an email server profile, then add mailboxes to an
email server profile, then set the deliver method for incoming and outgoing email. Finally, test email
configuration of mailboxes set up through server-side synchronization. Let's take a look at how this is
done. Here I am within settings in email configuration. I click on Email Configuration Settings. You
can confirm that the process email is using server-side synchronization. So we can close that. And
then I have to go here to email server profiles. We already have one set up for Microsoft Exchange
Online. We can open it, and we'll see that we give it a name and a description and tell it the server
type. And then we have some advanced. So we can have it say when we want to process email
from, the maximum current connections, polling intervals, and should we move failed emails to an
undeliverable folder. We can also see if there are some notes about this email server profile. Here's
where we have our email boxes. So we can add the email boxes that are associated here, just like
any other associated record in the system. Here's where we get notification of any alerts. So we've
had a couple of alerts saying that this certain mailbox needs approval by an Office 365 administrator,
for example. And then once you have, and you can select these mailboxes, you can actually test
them and enable them or apply default email settings. So you can -- once you get these set up, you
add your mailboxes, you can test and enable them to make sure that everything is working before you
send it out to the world. Then you apply default email settings, if you make any changes, and you
can do that to all the email -- all the mailboxes within this email server profile.
Setup a Forward Mailbox for Server-side Synchronization

User and queue mailbox records are created automatically in Microsoft Dynamics CRM. However, if
you plan to use a forward mailbox with server-side synchronization, you must create the forward
mailbox record. For each user and queue mailbox record that you will use a forward mailbox, you
must select the option forward mailbox for incoming mail and configure a forwarding rule. You can
use the Rule Deployment Wizard in the Email Router to create the forwarding rules. Leet's see how
to create a forward mailbox record. In the CRM Web application, I'm at Settings, Email Configuration,
and here I can click on Mailboxes. Up here at the upper left I can click on New Forward Mailbox, and
I can give it a name. So I can just say CRM email if I want. And you have to put in an address, so
crmemail@example.com. And, yes, it is a forward mailbox. And here's where you can select
whether to delete emails after processing. You definitely probably want to check yes here because
you don't want your forward mailbox to just get stacked up with every email. You may want to check
no if you want to do a little troubleshooting to make sure that everything is working properly and see
what emails are coming in, what emails are coming out, and verify that everything is working as
expected. We save this and now we have created a forward mailbox. In the next lesson, we will
examine migrating Email Router settings.
Migrate Email Router Settings

In earlier versions of Microsoft Dynamics CRM, the only server-based email processing option was
the Email Router. If you want to change to using server-side synchronization, the Email Router
settings can be migrated to email server profiles so that you do not have to reenter data. During
migration, the incoming and outgoing profiles specified in the Email Router are used to create an
email server profile. To migrate settings, click Migrate Email Router Data and Settings, and then
Email Configuration. After the migration is complete, run a test to make sure that all settings are
correctly configured. If the Email Router will no longer be used by any Microsoft Dynamics CRM
organizations, it can be uninstalled. If they will be used by other Microsoft Dynamics CRM
organizations, use the Email Router Configuration Manager to remove the profiles that were
migrated.
Email Integration Service Role

The Microsoft Dynamics CRM asynchronous service processes mailboxes that are configured for
server-side synchronization. The service also processes other actions such as workflows. If you're
deploying it as a large number of asynchronous processes, and you want to isolate the processes of
mailboxes, install the Email Integration Service role on a dedicated server. To do this on the
dedicated server, start the setup programs for Microsoft Dynamics CRM Server. On the specified
server roles page, select only the Email Integration Service. On the specified service accounts page,
enter the account name and password per the asynchronous processing service and the monitoring
service and complete the wizard. Although the asynchronous processing service is installed on the
server, it only processes mailbox and does not perform any other asynchronous tasks.
Microsoft Dynamics CRM does not include an email system. Instead it integrates with other email
systems using the Microsoft Dynamics CRM Email Router, server-side synchronization, or Microsoft
Dynamics CRM for Microsoft Office Outlook. In this module I described the following topics: The role
of the Email Router in Microsoft Dynamics CRM deployment, the options for managing incoming and
outgoing emails, how to install the Microsoft Dynamics CRM Email Router, setting up a forward
mailbox, how to use the Rule Deployment Wizard to deploy forwarding rules, the role of server-side
synchronization in a Microsoft Dynamics CRM deployment, how to configure server-side
synchronization, and testing email configurations. Try the Test Your Knowledge questions to see
how much you learned from this module, then join me in the next module where I will discuss
Microsoft Dynamics CRM for Microsoft Office Outlook.

• Practice: Configure the Email Router
• Practice: Configure Server-Side Synchronization

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Module 05: Microsoft Dynamics CRM for Microsoft Office Outlook

Module 05: Microsoft Dynamics CRM for Microsoft Office Outlook Video Transcript
Welcome to the module on Microsoft Dynamics CRM for Microsoft Office Outlook. Microsoft
Dynamics CRM for Outlook provides access to the same Microsoft Dynamics CRM data as the Web
client. To keep things short, I'll refer to Microsoft Dynamics CRM for Outlook as CRM for Outlook, or
just the client. In this module I'll describe the installation requirements for the Outlook client and how
to install and configure the client. Let's look at the objectives. To review the hardware and software
requirements for Microsoft Dynamics CRM for Outlook; identify the deployment methods; install CRM
for Outlook; configure CRM for Outlook to connect to Dynamics CRM organizations; configure user
settings and options related to emails; install Dynamics CRM for Outlook using the command line;
review how Microsoft Dynamics CRM for Outlook with offline capability works and how to configure
the offline database.
Microsoft Dynamics for CRM Overview
You can use the 2013 client with a 2015 deployment. This helps administrators to phase in the rollout
of the 2015 client. However, the 2015 client is not backwards compatible and cannot be used with a
2013 deployment. The offline capability in the 2015 client means that users can access Microsoft
Dynamics CRM data even when users are not connected to the server. A user configurable subset of
data is stored in a SQL Server Express database on the user's computer. You can install Microsoft
Dynamics CRM for Outlook with offline capability during the installation of Microsoft Dynamics CRM
for Outlook or after the installation has completed. A user can add offline capability by clicking Go
Offline in Outlook, which starts the installation of the required offline components. However, to
complete the download and installation of SQL Server Express, the user must be a member of the
local administrators group on the computer.
Installation Requirements
The CRM for Outlook client works best over networks that have a bandwidth of at least 500 kilobits
per second and a latency of less than 150 milliseconds. Latency refers to the amount of delay in a
network. Let's have a look at the hardware and software requirements for the client. So the
hardware requirements is you need at least a 2.9 gigahertz processor or faster, although it's
recommended that you have 3.3 gigahertz or faster, especially the recommended requirements are
especially if you're looking at doing offline capability. Memory of 2 gigs of RAM or more,
recommended 4 gigs of RAM or more. Hard disk, 1.5 gigabytes of available hard disk space,
although you should have 2 or more, especially more if you're going with offline capability. Display,
relatively the same. And let's look at the software requirements. So a supported version of Outlook
must be installed. So you must have Office 2010 or Office 2013. And the 64-bit client is only
supported on 64-bit versions of Office. You need to have Internet Explorer 10 or 11. Other required
components will be downloaded and installed during setup.
Deployment Methods
In this topic, I'll review the ways in which you can install Microsoft Dynamics CRM for Outlook. You
should review the methods and decide which one is appropriate for your organization. You can install
the CRM for Outlook client in four ways -- manually, from the download link in the Web application,
using group policy, or using Microsoft System Center Configuration Manager. In the manual
installation, the CRM for Outlook client is installed on each computer separately. The installing user
must be a member of the local administrators group on the computer but does not need to be a
Microsoft Dynamics CRM user. Anyone that needs to use the CRM for Outlook client on the
computer must run a Configuration Wizard after the installation. This installation method is
appropriate when only a few computers require an installation of the client. By default, if a Microsoft
Dynamics CRM user does not have the CRM for Outlook client installed, the Web application displays
a Get CRM for Outlook link in the message bar. The link points to a download for the client setup
files. As with the manual installation, the installing user must be a member of the local administrators
group on the computer. You can stop the link from showing by setting Users See Get CRM for
Outlook option displayed in the message bar to No on the Outlook tab of system settings. If you need
to deploy the CRM for Outlook client for more than, say, 10 computers, you can use group policy,
which is a feature of Active Directory. Using an assigned policy, group policy can automatically install
the client without requiring user intervention. Alternatively, using a published policy, group policy can
make the client available for manual installation by a user. A benefit of using group policy to install
software is that the user does not require local administrator privileges. Where an organization has a
more formal approach to software management, Microsoft System Center Configuration Manager can
be used to deploy and maintain the CRM client for Outlook as well as other products. Configuration
Manager, part of the Microsoft System Center, provides remote control, patch management, software
distribution, operating system deployment, network access protection, and hardware and software
inventory. Before users can run the CRM for Outlook client, it must be installed and then configured
for each user. To configure the client using Configuration Manager, you must create a script that has
the appropriate configuration settings. You can use an XML configuration file to configure the client
with no user interaction
Configure Microsoft Dynamics CRM for Outlook

To install the Dynamics CRM client for Outlook, you first click on the Setup Wizard. It will run through
a very basic configuration and will install on the local machine. After it's been installed, it must be
configured, and the Configuration Wizard starts immediately after installation. If you do not want to
configure the client immediately after it is installed, click Cancel on the first page of the wizard. If you
do cancel, a Configure Microsoft Dynamics CRM for Outlook button is shown in Outlook until you
install it. Let's see how this looks in the system. So here I am in Outlook, and the Microsoft
Dynamics CRM for Outlook Wizard has popped up. The first thing it's going to do is to connect to the
CRM Server. So here's where you can type in if it's a local server. If it's online, you would click CRM
Online here. The steps of the wizard are the same other than that. Once I click Connect, it will
attempt to connect to the local CRM instance. After the Dynamics CRM Outlook client finishes
configuring itself for first use, you'll be able to see your Dynamics CRM information within Outlook.
Let's see what that looks like. Here we are within Outlook, and there is a new section here called
Adventure Works Cycles, which is the name of our organization, along with all of our other Outlook
data information. We can expand the different sections. In here I've looked at sales opportunities,
and all the records that I would have would be showing up here, and we could look at the individual
information within those records. If you need to add or configure the connection within an individual
client, you need to go to the Configuration Wizard. Now, if you start it and Microsoft Outlook is still
running, it will say that it cannot be figured while Outlook is running. You need to close Outlook. So
we'll close Outlook, and then we'll retry. Give it a second to close. Run the Configuration Wizard
here, and we will see that our Dynamics CRM organization is showing up here along with the server
address, synchronizing method, and then the user that this is set up for. You could add another
organization here. So you may have different organizations that you want to add to your Outlook
configuration. Here's where you would choose online, if it's an online organization, and you could
connect to that. You could rename or synchronize. Now, you can only have one synchronizing
organization, and that's the one that will show up within the Outlook pane. And when you attach
records or you say let's promote this email item or contact to CRM, it goes to the synchronizing
organization. You'll get another tab if you want to see other organizations, but you only can choose
one to be the synchronizing organization.
Configure User Email Settings

For each user you can configure how incoming and outgoing emails are managed. This is managed
on the user's mailbox record in Settings, Email Configuration of the Web Application. You can use
the Microsoft Dynamics Email Router, server-side synchronization, or the CRM client for Outlook to
process emails. We recommend that you use either the Microsoft Dynamics Email Router or server-
side synchronization because emails can be processed even if Outlook is not running. Each user can
configure which emails are automatically tracked in Microsoft Dynamics by using Set Personal
Options in the CRM client for Outlook. For more details on configuring email settings and options,
refer to the module Email Management.
Install Microsoft Dynamics CRM for Outlook Using the Command Line
You can install the CRM client for Outlook using the Command Prompt. An advantage of a
command-line installation is that you do not have to attend the installation. You provide the required
setup information to the setup program as command-line parameters and in an XML configuration file.
A command-line installation can save time if you often need to perform installations. Warnings and
installation progress can be logged to a file that you can view and analyze later. You can also
configure the CRM client for Outlook from the command line. Again, you must provide the required
information from an XML configuration file. A single XML file can be used to specify installation and
configuration elements. For detailed information on the command-line parameters and the XML
configuration file, refer to the Microsoft Dynamics CRM implementation guide. Now it's time for
practice. Try manually installing Microsoft Dynamics CRM for Outlook yourself.
Using Microsoft Dynamics CRM for Outlook with Offline Capability

In this lesson I'll discuss the offline capability of Microsoft Dynamics CRM for Outlook, which includes
the features of working offline, going offline and online, and synchronization options using data filters.
With that offline capability, a user must be connected to the Microsoft Dynamics CRM Server or
Online instance to work with Microsoft Dynamics CRM data and Outlook. Using offline capability, a
user can work with Microsoft Dynamics CRM data even when disconnected from the Microsoft
Dynamics CRM Server. A user-configurable subset of Microsoft Dynamics CRM data is stored in a
Microsoft SQL Server Express database on the user's computer. When working offline, all application
and business-logic processing is performed on the user's computer. All changes to Microsoft
Dynamics CRM records are stored in a Microsoft SQL Server Express database which resides on the
user's computer. For all changes to records, a second update is made to a local store. This is a
queue used to synchronize changes with the Microsoft Dynamics CRM database when the computer
goes back online. Only records that are specified to be offline by data filters are available. Working
offline occurs when a user chooses to work offline by clicking the Go Offline button in Outlook. All
connectivity is lost to the Microsoft Dynamics CRM Server. If a user chooses to go offline, then
Microsoft Dynamics CRM data is synchronized with the local database and the user has the latest
data available. If connectivity is lost, then there is no opportunity to synchronize the data and the
state of the local database is that of the last synchronization. To keep the local database up to date,
set the Update Local Data Every X Minutes setting in Personal Options to configure the CRM client
for Outlook to periodically update the local database. You can specify how often data should be
updated, but the minimum-allowed interval is 15 minutes, unless an administrator configures a longer
interval in system settings. If you choose to work offline by clicking the Go Offline button in Outlook,
then the CRM client for Outlook remains offline until you click Go Online. If a client goes offline
because connectivity is lost to the Microsoft Dynamics CRM Server, the client automatically goes
online when connectivity is restored. When the client goes back online, the local store of changes is
used to apply the change made while offline to the Microsoft Dynamics CRM Server. This process is
required because changes might have been made on the server that make an offline change invalid.
A user's security privilege might have changed after going offline. For example, the privilege to
update leads might be removed from the user. In this case any changes made to lead records while
offline are not applied to the Microsoft Dynamics CRM Server and the user will see a synchronization
error when going online. Another scenario is where the state of the record changes while the user is
offline. For example, a user who is working offline updates a case. However, while the user is offline,
the case is resolved. When the user goes back online, the offline updates made to the case are not
applied because a resolved case cannot be changed. Synchronization of records occurs at the field
level. If two users make changes to different fields in a record while offline, both changes are
synchronized. If two users make changes to the same field in a record while offline, then the change
made by each user is applied as each one goes online. This means that the change made by the last
user to go online overrides the change from the first user to go online. This applies regardless of the
actual time the change is made to the record. For example, User A and User B both go offline on
Friday at 6 p.m. User A updates the phone number of a record at 4 p.m. on Saturday. User B
updates the phone number of the same record at 6 p.m. on Sunday. User B then goes online
Monday, and User A goes online on Tuesday. The changes made by User A is kept because it is the
last one to go online, even though User A made the change prior to the change made by User B.
When a user goes offline, only a subset of Microsoft Dynamics CRM data is made available offline.
The user specifies the data that is to be made available offline using offline synchronization filters for
Outlook. Separately, a user can specify the data that is synchronized between Microsoft Dynamics
CRM and Outlook folders using Outlook synchronization filters. This is not relevant to offline working.
There is a default set of offline synchronization filters which generally specify that items owned by the
user are to be made available offline. Note that there is a limit to the amount of data that can be
stored offline. Let's see how to modify offline synchronization filters, and after the demonstration try
the practice where you can test offline capability yourself. All right. So here I am within Outlook. I
went to File, CRM, Offline Settings, and opened up this dialogue box. And here are the offline
settings, and here are the user filters. This is what's going to determine what is brought over and
what is not. You can edit these, you stop these, you can activate or deactivate these, you can delete
them, or you can create a new one. If I create new, what we'll be able to do is build a filter for
something that we might want to go offline. So you may just want to have cases updated in the last
six months or anything like that. So just like creating an advanced find in CRM, you want to do this in
Outlook, create a find to create that subset of data that you want to go offline. You want to be very
careful and make sure that you have as little offline as you needed to keep the database from
growing too big and synchronization from taking too long.

In this module I described the hardware and software requirements for installing the Microsoft
Dynamics CRM for Outlook, how to install the CRM client for Outlook, and running the Configuration
Wizard after installation. I also described how to install and configure Microsoft Dynamics CRM for
Outlook using the command line. Then I described how to work offline and use offline
synchronization filters to configure what is available offline. Try the Test Your Knowledge questions
to see how much you learned in this module.

• Practice: Install Microsoft Dynamics CRM for Outlook

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Module 06: Course Review

We looked at the system requirements and required technologies, how to access CRM Online,
managing the subscriptions, licenses, and accounts. We looked at the differences between instances
and tenants and why you might want either of the two. We looked at the email integration
capabilities, and we looked at Dynamics CRM for Outlook. I hope you feel more confident in your
ability to deploy Dynamics CRM Online
NOTE: USE THE BELOW STEPS IN A TEST ENVIROMENT
Additional Exercises
NOTE: Please hide the navigation pane for all recordings and use the breadcrumb bar and content pane for all navigation.
NOTE: Open Excel in the image and make sure that Office is activated before beginning the practices.
Practice: Load Sample Data

Scenario: Adventure Works Cycles would like to install sample data so that they can show their sales team what the system will look
like and give them a chance to test out some scenarios.
LOG ON TO THE VIRTUAL IMAGE, AND START INTERNET EXPLORER.
1. Log on to the InstallServer image using the crmadmin account.

2. Click the Password field.
3. Type "Pa$$w0rd".
4. Click Submit.
5. On the Start menu, click Internet Explorer.
INSTALL SAMPLE DATA.
1. Click the Address field.

2. Type "http://lon-dc1:5555".
3. Press ENTER.
4. In the quick tour window, click No, thanks.
5. In the Navigation bar, click Microsoft Dynamics CRM.
6. Click the SETTINGS tile.
7. In the Navigation bar, click SETTINGS.
8. Click the right arrow.
9. In the set of tiles below, click the DATA MANAGEMENT tile.
10. Click Sample Data.
11. In the Sample Data window, click Install Sample Data.
12. In the Sample Data window, click Close.
VERIFY THAT SAMPLE DATA HAS LOADED.

2. Click the SALES tile.
3. In the Navigation bar, click SALES.
4. In the set of tiles below, click the ACCOUNTS tile.
5. Verify that sample accounts are shown.
6. The Practice has been completed.
Practice: Install the Email Router

Scenario: Adventure works cycles would like to use the email router to provide email capabilities of Dynamics CRM. Install the router
on the server.
LOG ON TO THE VIRTUAL IMAGE AND BROWSE TO THE FOLDER CONTAINING THE SETUP FILE.

3. Type "Pa$$w0rd".
4. Click Submit.
5. On the Start menu, click Computer.
6. Double-click New Volume (X:).
7. Double-click the Labfiles folder.
8. Double-click the CRM Router Setup folder.
START THE SETUP, AND EXTRACT THE FILES TO THE DESKTOP.
1. Double-click the application file CRM2013-Router-ENU-amd64.

2. In the Browse For Folder window, click Desktop.
3. Click Make New Folder.
4. Click the folder name.
5. Type "Router".
6. Click OK.
7. Wait for the files to finish extracting and setup to start.
COMPLETE THE SETUP.
1. On the Welcome to Microsoft Dynamics CRM 2013 Email Router Setup page, select Do not get updates.
2. Click Next >.
3. On the License Agreement page, select I accept this license agreement.
4. Click I Accept.
5. On the Download and Install Required Components page, click Install.
6. Click Yes.
7. When the components are installed click Next >.
8. On the Select Router Components page, select the Microsoft Dynamics CRM Email Router Service component.
9. Select the Rule Deployment Wizard component.
10. Click Next >.
11. In the Select Microsoft Update Preference page, select I don’t want to use Microsoft Update.
12. Click Next >.
13. Click Next >.
14. On the System Checks page, click Next >.
15. On the Ready to Install page, click Install.
16. When the installation is complete, on the Microsoft Dynamics CRM Email Router setup completed. page, click
Finish.
17. Click Close to close all windows.
Practice: Configure the Email Router

Scenario: The email router has already been installed, however you still need to configure it to work with the emails in the system.
Please configure the email router.
Log on to the virtual image, and configure the mailbox record for the CRMAdmin user.

3. Type "Pa$$w0rd".
4. Click Submit.
5. On the Start menu, click Internet Explorer.
8. Press Enter.
9. Hover over Microsoft Dynamics CRM.
10. Click SETTINGS.
11. Hover over the SETTINGS button on the command bar.
13. Click EMAIL CONFIGURATION.
14. Click Mailboxes.
15. Double-click the CRM Administrator mailbox record.
16. In the Mailbox: CRM Administrator window, click the Email Address field.
17. Type "crmadmin@advworks.msft".
18. Click the Incoming Email drop-down list.
19. Select Server-Side Synchronization or Email Router.
20. Click the Outgoing Email drop-down list.
21. Select Server-Side Synchronization or Email Router.
22. On the ribbon, click Save.
23. On the ribbon, click Approve Email.
24. In the Approve Primary Email window, click OK.
25. Click Save & Close.
26. Close Internet Explorer.
START THE EMAIL ROUTER CONFIGURATION MANAGER.
1. On the Start menu, click Microsoft Dynamics CRM Email Router Configuration Manager. The full name does not
show in the tile, hover over tiles with the Dynamics logo to find the correct one.
CREATE AN INCOMING PROFILE.
1. In the Email Router Configuration Manager window, click the Configuration Profiles tab.
2. Click New.
3. In the Email Router Configuration Profile window, click the Profile Name field.
4. Type "Incoming".
5. Click the Email Server Type drop-down list.
6. Select Exchange 2013.
7. Click the Location field.
8. Type "http://EX01/EWS/Exchange.asmx".
9. Click OK.
CREATE AN OUTGOING PROFILE.
1. In the Email Router Configuration Manager window, in the Configuration Profiles tab, click New.
2. In the Email Router Configuration Profile window, click the Profile Name field.
3. Type "Outgoing".
4. Click the Direction drop-down list.
5. Select Outgoing.
6. Click the Email Server Type drop-down list.
7. Select SMTP.
8. Click the Location field.
9. Type "EX01".
10. Click the User Name field.
11. Type "crmadmin".
13. Type "Pa$$w0rd".
14. Click OK.
CREATE A DEPLOYMENT.
1. In the Email Router Configuration Manager window, click the Deployments tab.
2. Click New.
3. In the Microsoft CRM Dynamics Deployment window, click the Microsoft Dynamics CRM Server field.
4. Type "http://ServerName:5555/AdventureWorksCycles".
5. Click the Incoming configuration profile drop-down list.
6. Select Incoming.
7. Click the Outgoing configuration profile drop-down list.
8. Select Outgoing.
9. Click OK.
REVIEW USERS CONFIGURED TO USE THE EMAIL ROUTER.
1. In the Email Router Configuration Manager window, click the User, Queues, and Forward Mailboxes tab.
2. Click Load Data.
3. Check that an entry for CRM Administrator appears.
4. Click Publish.
5. In the Email Router Configuration Manager window, click OK.
6. Click Close.
Practice: Configure Server-Side Synchronization
SCenario: Adventure Works Cycles would like to have server side syncrhonization configured so that they can manage emails centrally.
Please configure server-side Sycnronization.
Log on to the image and configure Microsoft Dynamics CRM to use Server-Side Synchronization for email processing.

3. Type "Pa$$w0rd".
4. Click Submit.
5. Click Internet Explorer.
8. Press ENTER.
10. Click SETTINGS.
11. Hover over the SETTINGS button.
13. Click EMAIL CONFIGURATION.
14. Click Email Configuration Settings.
15. In the System Settings window, click the Process Email Using drop-down list.
16. Select Server-Side Synchronization.
17. Click OK.
CREATE AN EMAIL SERVER PROFILE.
1. In the Microsoft Dynamics CRM web application, click Email Server Profiles.
2. Click NEW.
3. Click Exchange Profile.
4. In the Email Server Profile: New Email Server Profile window, click the Name field.
5. Type "Exchange Test".
6. In Auto Discover Server Location, select No.
7. Click the Incoming Server Location field.
8. Type "https://EX01/EWS/Exchange.asmx".
9. Click the Outgoing Server Location field.
10. Type "https://EX01/EWS/Exchange.asmx".
11. Expand the Credentials FastTab.
12. Click the Authenticate Using drop-down list.
13. Select Credentials Specified in Email Server Profile.
14. The User Name and Password fields are disabled. This is because the web application is not using HTTPS.
15. Click the Authenticate Using drop-down list.
16. Select Windows Integrated Authentication.
17. In Use Impersonation, select No.
18. In Use same settings for Outgoing, select Yes.
19. On the ribbon, click Save & Close.
CONFIGURE THE CRMADMIN MAILBOX RECORD TO USE THE NEW EMAIL SERVER PROFILE.
1. In the Microsoft Dynamics CRM web application, in the Navigation bar, click Email Configuration.
2. Click Mailboxes.
3. Double-click the CRM Administrator mailbox record.
4. In the Mailbox: CRM Admininistrator window, in Server Profile, click the look up icon.
5. Select Exchange Test.
6. Click Save & Close.
Practice: Install Microsoft Dynamics CRM for Outlook

Scenario: A user of the Adventure Works Cycles CRM system would like to be able to view CRM data within Outlook. Please install
the Outlook Client for this user.
Log on to the virtual image, and browse to the folder containing the setup file.

3. Type "Pa$$w0rd".
4. Click Submit.
5. On the Start menu, click Computer.
6. Double-click New Volume (X:).
7. Double-click the Labfiles folder.
8. Double-click the CRM 2013 Installation folder.
9. Double-click the CRM Client Setup folder
START THE SETUP, AND EXTRACT THE FILES TO THE DESKTOP.
1. Double-click the application file CRM2013-Router-ENU-amd64.exe.

2. In the Browse For Folder window, click Desktop.
3. Click Make New Folder.
4. Click the folder name.
5. Type "Client".
6. Click OK.
7. Wait for the files to extract and setup to start.
INSTALL MICROSOFT DYNAMICS CRM FOR OUTLOOK.
1. On the License Agreement page, select I accept the license agreement.

2. Click Next.
3. In the Get Recommended Updates page, select I don't want to use Microsoft Update.
4. Click Next.
5. On the Select the installation page, click Install Now.
6. On the Setup completion page, click Close.
CONFIGURE MICROSOFT DYNAMICS CRM FOR OUTLOOK.
1. On the Start menu, click Configuration Wizard.

2. In the Configure Organization window, click the Server URL field.
3. Type "lon-dc1:5555" after http://.
4. Click Test Connection....
5. When the test completes, click the Organization pick list.
6. Select Adventure Works Cycles.
7. Click OK.
8. In the Microsoft Dynamics CRM 2013 for Outlook Configuration Wizard window, click Close.
INSTALL OFFLINE CAPABILITY.
1. On the Start menu, click Outlook 2013.

2. On the Outlook ribbon, click the CRM tab.
3. In the Actions group, click Go Offline.
4. In the Microsoft Dynamics CRM for Outlook window, click Yes.
5. After offline capability is installed, in the Microsoft Dynamics CRM2013 for Outlook Setup window, click Close.
6. In the Actions group, click Go Offline.
7. The Synchronizing Microsoft Dynamics CRM Data window appears, and records are synchronized with the offline
database.
8. After synchronization has completed, on the Outlook ribbon, click Go Online.

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Online Companion Guide - 80652

Deployment in Microsoft Dynamics CRM Online

Module 3: Processes and Functional Scenarios ..................................................................................................................... 11

Additional Exercises .................................................................................................................................................................. 29

Module 01: Administering Microsoft Dynamics CRM Online Video Transcript

Module 01: Accessing Microsoft Dynamics CRM Online

Microsoft Dynamics CRM Online Licensing

Create a Plan for Microsoft Dynamics CRM Online Deployment

Customizations for Microsoft Dynamics CRM Online

Module 1 Key Take Away

Module 1: Things to think about:

Manage Subscriptions, Licenses, and Users

Manage User Accounts

Install Sample Data

Import Data in Microsoft Dynamics CRM Online

Managing User Account Synchronization

Managing CRM Updates

Module 2: Labs and Exercises

Module 2: Things to think about:

Module 03: Managing Microsoft Dynamics CRM Instances

Module 03: Managing Microsoft Dynamics CRM Instances Video Transcript

Adding an Instance to Your Subscription

Manage Storage for CRM Online

Module 3 Key Take Away

Module 3: Labs and Exercises

Things to think about:

Module 04: Email Management

Email Tracking and Correlation

Overview of the Email Router

Install and Configure the Email Router

Overview of the Server-side Synchronization

Configure Server-side Synchronization

Setup a Forward Mailbox for Server-side Synchronization

Migrate Email Router Settings

Email Integration Service Role

Module 4: Labs and Exercises

Things to think about:

Module 05: Microsoft Dynamics CRM for Microsoft Office Outlook

Configure Microsoft Dynamics CRM for Outlook

Configure User Email Settings

Using Microsoft Dynamics CRM for Outlook with Offline Capability

Module 5 Key Take Away

Module 5: Labs and Exercises

Things to think about:

Module 06: Course Review

NOTE: USE THE BELOW STEPS IN A TEST ENVIROMENT

Practice: Load Sample Data

LOG ON TO THE VIRTUAL IMAGE, AND START INTERNET EXPLORER.

1. Log on to the InstallServer image using the crmadmin account.

INSTALL SAMPLE DATA.

1. Click the Address field.

VERIFY THAT SAMPLE DATA HAS LOADED.

1. In the Navigation bar, click Microsoft Dynamics CRM.

Practice: Install the Email Router

1. Log on to the InstallServer image using the crmadmin account.

START THE SETUP, AND EXTRACT THE FILES TO THE DESKTOP.

1. Double-click the application file CRM2013-Router-ENU-amd64.

COMPLETE THE SETUP.

Practice: Configure the Email Router

1. Log on to the InstallServer image using the crmadmin account.

START THE EMAIL ROUTER CONFIGURATION MANAGER.

CREATE AN INCOMING PROFILE.