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1 Microsoft MCRM15 & MCRMOL15 Certification CRM 2015 & CRM Online 2015 Slides Version 1.1

2 Microsoft Dynamics CRM 2015 MCRM 2015 Copyright Property of Firebrand Training Ltd Introduction Name Company Job Role Experience with Dynamics CRM Aims for the Course Copyright Property 2 of Firebrand Training Ltd 2007 Body Temple 2 Copyright Property of Firebrand Training Ltd 1

3 Things you need to know Class Information Starting time Ending time Breaks Lunch Facilities Restrooms Telephones Body Temple 3 Course Schedule On-Premise Deployment Online Deployment Common Deployment Exam MB2-708 or MB2-706 Applications Exam MB2-704 Customisation and Configuration Exam MB Body Temple 4 Copyright Property of Firebrand Training Ltd 2

4 Microsoft Dynamics CRM 2015 MCRMOL 2015 Copyright Property of Firebrand Training Ltd Introduction Name Company Job Role Experience with Dynamics CRM Aims for the Course Copyright Property 2 of Firebrand Training Ltd 2007 Body Temple 2 Copyright Property of Firebrand Training Ltd 1

5 Things you need to know Class Information Starting time Ending time Breaks Lunch Facilities Restrooms Telephones Body Temple 3 Course Schedule Online Deployment Common Deployment Exam MB2-706 Applications Exam MB2-704 Customisation and Configuration Exam MB Body Temple 4 Copyright Property of Firebrand Training Ltd 2

6 Microsoft Dynamics CRM 2015 Installation and Deployment MCRM\MCRMOL 2015 Copyright Property of Firebrand Training Ltd Installation and Deployment: Programme CRM 2015 Installation Courseware PDF CRM 2015 Installation Labs PDF Virtual Machines Office 365 Trial Dynamics CRM Online Trial Copyright Property 2 of Firebrand Training Ltd 2007 Body Temple 2 Copyright Property of Firebrand Training Ltd 1

7 Installation and Deployment: Course Overview System requirements and required technologies How to install Microsoft Dynamics CRM Server and reporting extensions Deployment-wide administration tasks using the deployment manager Upgrading to Microsoft Dynamics CRM 2015 Configuring an internet-facing deployment High availability options Body Temple 3 Installation and Deployment: Course Overview Planning and Deploying Dynamics CRM Online Managing Dynamics CRM Online with the Office 365 portal Managing Instances of Dynamics CRM Online Managing Updates to Dynamics CRM Online Body Temple 4 Copyright Property of Firebrand Training Ltd 2

8 Installation and Deployment: Course Overview How to install Microsoft Dynamics CRM for Outlook Management options Maintenance and troubleshooting tasks Body Temple 5 Installation and Deployment: Modules System Requirements and Required Technologies Install Dynamics CRM Server Install Dynamics CRM Reporting Extensions Managing Deployments Upgrading to Dynamics CRM 2015 Internet Facing Deployment High Availability Options Body Temple 6 Copyright Property of Firebrand Training Ltd 3

9 Installation and Deployment: Modules Introduction to Office 365 and CRM Online Plan and Deploy Microsoft Dynamics CRM Online Managing Microsoft Dynamics CRM Online Administering Microsoft Dynamics CRM Online Instances Body Temple 7 Installation and Deployment: Modules Microsoft Dynamics CRM Client for Outlook Management Maintenance and Troubleshooting Body Temple 8 Copyright Property of Firebrand Training Ltd 4

10 Microsoft Dynamics CRM 2015 Installation Module 1 System Requirements and Required Technologies Body Temple 9 Module 1: Objectives Describe the Microsoft Dynamics CRM offerings. Describe the licensing model and client access license types. Provide an overview of the supporting technologies. Examine the role of the Microsoft Dynamics CRM Server in a Microsoft Dynamics CRM deployment. Describe the ways to access Microsoft Dynamics CRM. Review the role of Microsoft Dynamics CRM Reporting Extensions. Review the role of Microsoft Dynamics CRM Language Packs Body Temple 10 Copyright Property of Firebrand Training Ltd 5

11 Module 1 Lesson 1-1 Offerings and Licensing Body Temple 11 Microsoft Dynamics CRM Offerings Microsoft Dynamics CRM 2015 is available as: On-premises installation Workgroup edition Server edition Microsoft Partner-hosted offering Microsoft Dynamics CRM Online Body Temple 12 Copyright Property of Firebrand Training Ltd 6

12 Product Keys One product key to install Microsoft Dynamics CRM 2013 Product key defines the edition installed: Workgroup or Server Trial Workgroup Server Enter new key to upgrade edition, no need to re-install Body Temple 13 Licensing Model License Types Essential Basic Professional Body Temple 14 Copyright Property of Firebrand Training Ltd 7

13 Devices and User Client Access Licenses Device CAL Users share a computer User CAL A user connects from multiple devices Body Temple Module 1 Lesson 1-2 Supporting Technologies Body Temple 16 Copyright Property of Firebrand Training Ltd 8

14 Supporting Technologies Microsoft SQL Server Reporting Services Internet Information Services Active Directory Active Directory Federation Services Microsoft SharePoint Microsoft Exchange Body Temple 17 Microsoft SQL Server Microsoft SQL Server 2012 with SP1 Microsoft SQL Server Bit Standard, Business Intelligence or Enterprise Editions Body Temple 18 Copyright Property of Firebrand Training Ltd 9

15 Microsoft SQL Server Reporting Services Same as Microsoft SQL Server Install on SQL Server or separately Body Temple 19 Microsoft SQL Server Configurations Microsoft Dynamics CRM and SQL Server computers must be in the same domain Use either default or named instance SQL Server services running SQL Server network library configured Body Temple 20 Copyright Property of Firebrand Training Ltd 10

16 Internet Information Service IIS 8.0 or IIS 8.5 Default Website Create Own Website Let CRM create website Single Binding Body Temple 21 Active Directory Windows 2008 Interim or Native Mode Windows 2012 Modes Windows 2014 Modes CRM and SQL in same AD Domain Body Temple 22 Copyright Property of Firebrand Training Ltd 11

17 Active Directory Federation Services Required for Internet Facing Deployment Claims Based Authentication ADFS 2.0, 2.1 or Body Temple 23 Microsoft SharePoint Microsoft SharePoint 2013 Microsoft SharePoint 2013 with SP1 Microsoft SharePoint 2010 with SP1 or SP2 Microsoft SharePoint Online Body Temple 24 Copyright Property of Firebrand Training Ltd 12

18 Microsoft SharePoint Server based SharePoint integration Microsoft Dynamics CRM List Component Body Temple 25 Microsoft Exchange Exchange 2010 or higher Support for Exchange 2007 dropped Body Temple 26 Copyright Property of Firebrand Training Ltd 13

19 Module 1 Lesson 1-3 Server Roles Body Temple 27 Role of the Microsoft Dynamics CRM Server Controlling access to objects through security Controlling access to the database. Providing the user interface to web and mobile clients based on the user's security rights Executing workflow processes and custom business logic implementations. Synchronizing the Microsoft Dynamics CRM for Microsoft Office Outlook offline database changes back to the Microsoft Dynamics database Body Temple 28 Copyright Property of Firebrand Training Ltd 14

20 Front End Server Roles Server role Web Application Server Organization Web Service Discovery Web Service Help Server Description Provides access to data and content through the Web application client and the Microsoft Dynamics CRM for Outlook. This role also includes the Microsoft Dynamics CRM Unzip Services, which handles the uncompressing of zipped files for data import. The Organization Web Service role is automatically added with this role. Provides the components to run applications that use the methods described in the Microsoft Dynamics CRM Software Development Kit (SDK). Provides the components that let applications discover the organizations to which a specified user belongs and the URL endpoint address for each organization. Provides the components to make Microsoft Dynamics CRM Help available to users Body Temple 29 Back End Server Roles Server role Asynchronous Processing Service Integration Service Sandbox Processing Description Processes queued asynchronous events such as bulk , workflows, asynchronous plug-ins, and data import. Sends and receives messages by connecting to an external server. Provides an isolated environment to allow for the execution of custom code, such as plug-ins. The isolated environment reduces the possibility of custom code interfering with the operation of the organizations in the Microsoft Dynamics CRM deployment Body Temple 30 Copyright Property of Firebrand Training Ltd 15

21 Deployment Administration Server Roles Server role Deployment Tools Description Includes Deployment Manager and Windows PowerShell cmdlets. Deployment Manager is a Microsoft Management Console (MMC) tool that deployment administrators can use to manage Microsoft Dynamics CRM organizations, servers, and licenses. Deployment Web Service Provides the components that are required to manage the deployment by using the methods described in the Microsoft Dynamics CRM SDK, such as for creating an organization or for removing a Deployment Administrator role from a user. VSS Writer Service Provides an interface to back up and restore Dynamics CRM data by using the Windows Server Volume Shadow Copy Service (VSS) infrastructure Body Temple 31 Module 1 Lesson 1-4 Other Components Body Temple 32 Copyright Property of Firebrand Training Ltd 16

22 Accessing Microsoft Dynamics CRM Internet Explorer 10 Internet Explorer 11 Mozilla Firefox Google Chrome Apple Safari Mobile Express Apps for Microsoft Surface, Windows 8, 33 and Apple ipad Body Temple Microsoft Dynamics CRM for Outlook Integrate Microsoft Dynamics CRM with Microsoft Office Outlook Access Microsoft Dynamics CRM from within Outlook Synchronize Microsoft Dynamics CRM records with Outlook folders Provides offline capability Body Temple 34 Copyright Property of Firebrand Training Ltd 17

23 Managing Microsoft Dynamics Router Server side synchronisation Microsoft Office Outlook Body Temple 35 Reporting Extensions Required to create, use, and schedule reports Installed on the SQL Reporting Services server Body Temple 36 Copyright Property of Firebrand Training Ltd 18

24 Language Packs The installation language is the base language Additional languages are available For each required language, download and install the language pack on the server Users can separately change the language of the user interface and Help Body Temple 37 Microsoft Dynamics Sure Step An implementation methodology to drive successful projects Project management techniques, tools, deliverables, processes, roles Body Temple 38 Copyright Property of Firebrand Training Ltd 19

25 Microsoft Dynamics CRM 2015 Installation Module 1 System Requirements and Required Technologies End of Module Body Temple 39 Microsoft Dynamics CRM 2015 Installation Module 2 Install Dynamics CRM Server Body Temple 40 Copyright Property of Firebrand Training Ltd 20

26 Module 2: Objectives Describe the hardware and software requirements for the Microsoft Dynamics CRM Server Identify the components that are installed during Microsoft Dynamics CRM Server Setup Review the rights required to install Microsoft Dynamics CRM Server Install Microsoft Dynamics CRM Server Identify the tasks and configuration settings that are completed after the installation of Microsoft Dynamics CRM Server Body Temple 41 Module 2 Lesson 2-1 Hardware and Software Requirements Body Temple 42 Copyright Property of Firebrand Training Ltd 21

27 Hardware Requirements The hardware requirements are low for Dynamics CRM Most CRM implementations are Virtualised Your actual needs will depend on the workload your users and workflow and other process out on the system Body Temple 43 Windows Server Microsoft Windows Server 2012 Microsoft Windows Server 2012 R2 Standard or Data Centre Editions Not Core Body Temple 44 Copyright Property of Firebrand Training Ltd 22

28 Module 2 Lesson 2-2 Planning Installation Body Temple 45 Required Rights Installer must have the following rights: Create security groups in Active Directory (but can use pre-created security groups) SQL Server administrator Local administrator on server where Microsoft Dynamics CRM is to be installed Body Temple 46 Copyright Property of Firebrand Training Ltd 23

29 Supported Server Topologies Body Temple 47 Dynamics CRM Website Use Default or create beforehand or allow setup to create Default port 5555 for setup Consider using a host header Dynamics CRM supports only one binding Body Temple 48 Copyright Property of Firebrand Training Ltd 24

30 Module 2 Lesson 2-3 Dynamics CRM Server Installation Body Temple 49 Components added during setup Web Role.NET SQL Server Report Viewer Control Visual C++ Runtime Windows Identity Foundation Microsoft Application Error Reporting Tool Body Temple 50 Copyright Property of Firebrand Training Ltd 25

31 Components installed during setup Web Components Active Directory Security Groups Services SQL Server Folders Body Temple 51 Installation Troubleshooting Log files Clients cannot connect to Microsoft Dynamics CRM Microsoft Dynamics CRM Server cannot connect to Microsoft SQL Server Body Temple 52 Copyright Property of Firebrand Training Ltd 26

32 Command Line installation Microsoft Dynamics CRM components can be installed using the command line Supply values for setup settings in an XML file To install the server use: SetupServer.exe /Q /config c:\config.xml Body Temple 53 Module 2 Lesson 2-4 Post Installation Body Temple 54 Copyright Property of Firebrand Training Ltd 27

33 Post Installation Tasks Internet Security Zone Install Reporting Extensions Setup https Configure an Internet-facing deployment Install Language Packs Body Temple 55 Sample Data Add sample data for demonstrations Remove sample data as needed Settings > Data Management > Sample Data Body Temple 56 Copyright Property of Firebrand Training Ltd 28

34 Microsoft Dynamics CRM 2015 Installation Module 2 Install Dynamics CRM Server End of Module Body Temple 57 Microsoft Dynamics CRM 2015 Installation Module 3 Install Dynamics CRM Reporting Extensions Body Temple 58 Copyright Property of Firebrand Training Ltd 29

35 Module 3: Objectives Examine the two types of Reporting Services reports Review when Microsoft Dynamics CRM Reporting Extensions is required Identify the requirements for installing Microsoft Dynamic CRM Reporting Extensions Review when Microsoft Dynamics CRM Report Authoring Extension is required Body Temple 59 Module 3 Lesson 3-1 Reporting Overview Body Temple 60 Copyright Property of Firebrand Training Ltd 30

36 Reporting Overview Microsoft Dynamics CRM uses SQL Reporting Services for reporting Create custom reports using: Microsoft Dynamics CRM Report Wizard Report Builder for SQL Server Visual Studio SQL Server Data Tools Body Temple 61 SQL Based Reports SQL-based reports use SQL queries to retrieve data The queries use filtered views in the organization database Default reports in Microsoft Dynamics CRM on-premise and online are SQL based Custom-reports that are SQL based can not be added to Microsoft Dynamics CRM Online Body Temple 62 Copyright Property of Firebrand Training Ltd 31

37 Fetch XML Based Reports Use proprietary FetchXML queries instead of SQL statements Can deploy to Microsoft Dynamics CRM Online Reports created using the Report Wizard are fetch-based reports Body Temple 63 Fetch XML Based Reports Use proprietary FetchXML queries instead of SQL statements Can deploy to Microsoft Dynamics CRM Online Reports created using the Report Wizard are fetch-based reports Body Temple 64 Copyright Property of Firebrand Training Ltd 32

38 Module 3 Lesson 3-2 Reporting Extensions Body Temple 65 Reporting Extensions Microsoft Dynamics CRM Reporting Extensions is a set of processing extensions Installed on the SQL Server Reporting Services server Body Temple 66 Copyright Property of Firebrand Training Ltd 33

39 Reporting Extensions Installing Reporting Extensions: Is not mandatory but most reporting options do not work if not installed Supports fetch-based reports Removes the need to configure trust for delegation Is required to create or import an organization Body Temple 67 Reporting Extensions Not Installed Default SQL reports are not available Custom SQL reports can be uploaded and run but not scheduled Custom FetchXML reports cannot be uploaded, run or scheduled Report Wizard cannot be run Body Temple 68 Copyright Property of Firebrand Training Ltd 34

40 Requirements for Reporting Extensions Installed after Microsoft Dynamics CRM Server setup is completed Can only be installed once per computer Must be installed on the computer running SQL Server Reporting Services Cannot upgrade Microsoft Dynamics CRM 2013 Reporting Extensions Body Temple 69 Module 3 Lesson 3-3 Report Authoring Extension Body Temple 70 Copyright Property of Firebrand Training Ltd 35

41 Report Authoring Extension Required for writing custom Fetch-based reports Must be installed on the computer where Visual Studio or SQL Server Data Tools is installed Adds FetchXML data source Only available in a 32-bit version Body Temple 71 Microsoft Dynamics CRM 2015 Installation Module 3 Install Dynamics CRM Reporting Extensions End of Module Body Temple 72 Copyright Property of Firebrand Training Ltd 36

42 Microsoft Dynamics CRM 2015 Installation Module 4 Managing Deployments Body Temple 73 Module 4: Objectives Describe the Deployment Manager tools How to create and manage organisations How to create and manage servers How to update web addresses Describe the Microsoft Dynamics CRM Edition upgrade options Explore why the redeployment of an organization is required Examine the PowerShell commands Body Temple 74 Copyright Property of Firebrand Training Ltd 37

43 Module 4 Lesson 4-1 Deployment Manager Body Temple 75 Deployment Manager Deployment administrators Organizations Servers Licenses Claims-based authentication Internet-facing deployment Product keys Body Temple 76 Copyright Property of Firebrand Training Ltd 38

44 Deployment Administrators Can perform all tasks in Deployment Manager Can be added and removed Do not need to be a Microsoft Dynamics CRM user Must have Active Directory accounts Become System Administrator when a new CRM organisation is created Body Temple 77 Manage Organisations Create a new organisation Enable Disable Delete (must disable first) Update (apply update rollups) View/Edit properties Change the SQL Server and Reporting Services Server Body Temple 78 Copyright Property of Firebrand Training Ltd 39

45 Change Organisation Disable first Can Change Organisation Display (Friendly) Name Cannot cannot database name or name for URL SQL Server (does not move DB for you) SQL Server Reporting Services Body Temple 79 Manage Servers Enable servers Disable servers Delete servers (must disable first) Body Temple 80 Copyright Property of Firebrand Training Ltd 40

46 Configure Internet Facing Deployment Wizards https required Update web addresses Body Temple 81 Update Web Addresses Specify addresses for: Web Application Server Organization Web Service Discovery Web Service Deployment Web Service Change binding (HTTP or HTTPS) Configure NLB setting Body Temple 82 Copyright Property of Firebrand Training Ltd 41

47 Upgrade Edition Enter a new product key to upgrade the Microsoft Dynamics CRM edition No need to re-install Body Temple 83 Module 4 Lesson 4-2 Redeployment Body Temple 84 Copyright Property of Firebrand Training Ltd 42

48 Why Redeploy Maintain a test environment Evaluate add-on products Create a development environment Create a training system Implement infrastructure changes Mange Active Directory reorganizations Consolidate multiple instances into one 85 deployment Body Temple Redeployment Steps Back up the organisation database(s) Restore the backup to: a new SQL Server the same SQL Server (with a different database name) Import the organization database into: an existing deployment a new deployment Body Temple 86 Copyright Property of Firebrand Training Ltd 43

49 Map Users CRM users are linked to an AD account During import, the linked AD account may have to be changed; referred to as mapping users Mapping Options: Keep existing mapping Manually map Use a file Auto-map Body Temple Import Organisations Import an organization database from another deployment Can import a CRM 2013 database, is upgraded during import Body Temple 88 Copyright Property of Firebrand Training Ltd 44

50 Module 4 Lesson 4-3 Powershell Body Temple 89 Using Powershell with Dynamics CRM Server Run deployment commands in PowerShell Available on servers with the Deployment Tools role Register the cmdlets: Add-PSSnapin Microsoft.Crm.Powershell To get a list of commands: Get-Help *crm* Body Temple 90 Copyright Property of Firebrand Training Ltd 45

51 Microsoft Dynamics CRM 2015 Installation Module 4 Managing Deployments End of Module Body Temple 91 Microsoft Dynamics CRM 2015 Installation Module 5 Upgrading to Dynamics CRM Body Temple 92 Copyright Property of Firebrand Training Ltd 46

52 Module 5: Objectives Identify considerations before starting an upgrade Review the high-level phases of an upgrade process Describe an in-place upgrade of Microsoft Dynamics CRM Describe a migration upgrade of Microsoft Dynamics CRM Body Temple 93 Module 5 Lesson 5-1 Upgrade Considerations Body Temple 94 Copyright Property of Firebrand Training Ltd 47

53 Versions supported for Upgrade Only Dynamics 2013 SP1 can be upgraded to 2015 Earlier versions must be upgraded to 2013 SP1 before can be upgraded to 2015 Can use trial keys to upgrade earlier versions to Body Temple 95 Upgrade Methods In-place Migrate using the same instance of SQL Server Migrate using a new instance of SQL Server Body Temple 96 Copyright Property of Firebrand Training Ltd 48

54 In-place Upgrade Microsoft Dynamics CRM Server and SQL Server must meet installation requirements Does not require new hardware Simplest to perform Longest downtime Harder to recover from failure Can upgrade one or no organization databases Other organizations are disabled and must be upgraded in Deployment Manager Body Temple 97 Migrate using the same Instance of SQL Requires additional hardware for a new Microsoft Dynamics CRM 2015 Server The Microsoft Dynamics CRM 2013 Server is unaffected. All Microsoft Dynamics CRM 2013 organization databases must be at a supported version Only the default organization is upgraded Other organizations must be upgraded in Deployment Manager Failure requires a restore of the Microsoft Dynamics CRM 2013 databases Body Temple 98 Copyright Property of Firebrand Training Ltd 49

55 Migrate using the new Instance of SQL Requires additional hardware for a new Microsoft Dynamics CRM 2015 Server Requires a new SQL Server (or a new instance) The production system is maintained until the final migration. The Microsoft Dynamics CRM 2013 Server is unaffected. All Microsoft Dynamics CRM 2013 organization databases must be at a supported version Each organization must be restored to the new SQL Server and then imported using Deployment Manager Migration can be repeated as needed to fix upgrade issues Body Temple 99 Other Upgrade Considerations One MSCRM_CONFIG for each instance of SQL Server Connector for Reporting Services must be uninstalled Must provide an upgrade product key Body Temple 100 Copyright Property of Firebrand Training Ltd 50

56 Upgrade from CRM 2011 Must first migrate or upgrade to CRM 2013 SP1 Can use a CRM 2013 trial key Then migrate or upgrade to CRM 2015 Custom Code Validation Tool Body Temple 101 Module 5 Lesson 5-2 Table Merge Body Temple 102 Copyright Property of Firebrand Training Ltd 51

57 Table Merge In CRM 2011, and earlier, two table used for each entity In CRM 2013, data is stored in one table During an upgrade of a CRM 2011 organization database, the Base and ExtensionBase tables are merged The merge can be deferred Upgrade to CRM 2015 will merge all tables automatically Body Temple 103 Module 5 Lesson 5-3 Upgrade Process Body Temple 104 Copyright Property of Firebrand Training Ltd 52

58 Perform an In place upgrade Start Setup on the server that is to be upgraded Setup shows Upgrade to Microsoft Dynamics CRM 2015 page Select the Organization to upgrade or None Complete the wizard as for an install In Deployment Manager, upgrade any remaining organizations Body Temple Perform a migration with same SQL server Start Setup on a new server Setup shows Specify Deployment Options page Select Connect to, and if necessary, upgrade an existing deployment. Upgrade remaining servers in the deployment In Deployment Manager, upgrade any remaining organizations Body Temple Copyright Property of Firebrand Training Ltd 53

59 Perform a migration with new SQL server Start Setup on a new server Setup shows Specify Deployment Options page Select Create a new deployment. Backup and restore databases to the new SQL Server In Deployment Manager, import each organization Body Temple Module 5 Lesson 5-4 Upgrading Other Components Body Temple 108 Copyright Property of Firebrand Training Ltd 54

60 Components not supported for in-place upgrade Microsoft Dynamics CRM 2013 Reporting Extensions (on-premises only) Microsoft Dynamics CRM List Component for SharePoint Server Body Temple 109 Router Can upgrade to preserve settings Back up the state files from <drive:>\program Files\Microsoft CRM \Service Body Temple 110 Copyright Property of Firebrand Training Ltd 55

61 Microsoft Dynamics CRM 2015 Installation Module 5 Upgrading to Dynamics CRM 2015 End of Module Body Temple 111 Microsoft Dynamics CRM 2015 Installation Module 6 Internet Facing Deployment Body Temple 112 Copyright Property of Firebrand Training Ltd 56

62 Module 6: Objectives Describe the requirements for configuring an IFD Review the certificates required for an IFD Identify the steps to install Active Directory Federation Service Review the Active Directory Federation Service configuration steps Review the steps to configure claims-based authentication in Microsoft Dynamics CRM Review the steps to configure an IFD in Microsoft Dynamics CRM Body Temple 113 Module 6 Lesson 6-1 Claims Based Authentication Body Temple 114 Copyright Property of Firebrand Training Ltd 57

63 Overview of Claims-Based Authentication Provides a standard way for applications to authenticate users without managing user names and passwords (identity) An secure token service and identity provider issues tokens The application, configured to trust the token issues, provides access based on the token Body Temple 115 Active Directory Authentication Active Directory Domain Controller Client 6. Access granted 5. Kerberos ticket used unauthorized error 1. Anonymous request Microsoft Dynamics CRM Body Temple Copyright Property of Firebrand Training Ltd 58

64 Federation metadata Federation metadata Claims Based Authentication Active Directory Domain Controller 6. Authenticate logon against identity store 7. Logon Authenticated Active Directory Federation Services Client 10. Access granted 9. AD FS Token used error, redirect to AD FS 1. Anonymous request Microsoft Dynamics CRM Body Temple Requirements Security token service such as Active Directory Federation Services Must meet WS-Trust 1.3 standard AD FS 2.0, 2.1, and 2.2 can be used Website configured for https only Set up DNS entries SSL certificates Body Temple 118 Copyright Property of Firebrand Training Ltd 59

65 Certificates Consider using wildcard certificate Copy wildcard certificate to ADFS server and each CRM server CRMAppPool account must have read access to private key of certificate Body Temple 119 Module 6 Lesson 6-2 ADFS Body Temple 120 Copyright Property of Firebrand Training Ltd 60

66 Install Active Directory Federation Services For Windows Server 2008 and Windows Server 2008 R2: Download AD FS 2.0 For Windows Server 2012 and Windows Server 2012 R2: Use the Add Roles and Features Wizard Body Temple 121 Module 6 Lesson 6-2 Configuring IFD Body Temple 122 Copyright Property of Firebrand Training Ltd 61

67 Configure ADFS Create a new federation service Choose Web Farm not Stand-alone for Production systems Configure a Claims Provider Trust to specify Active Directory as a claims provider Body Temple 123 Configure Claims-Based Authentication In the Deployment Manager, start the Configure Claims-Based Authentication Wizard Specify: The Security Token Service URL The Encryption Certificate Use PowerShell if desired Body Temple 124 Copyright Property of Firebrand Training Ltd 62

68 Add a Relying Party Trust In ADFS, add a trusted relying party for each type of access (internal or IFD) Add claims rules to the Trusted Relying Party Pass through UPN Pass through Primary SID Transform Windows account name to name Body Temple 125 Configure IFD In the Deployment Manager, start the Configure Internet-Facing Deployment Wizard Body Temple 126 Copyright Property of Firebrand Training Ltd 63

69 Microsoft Dynamics CRM 2015 Installation Module 6 Internet Facing Deployment End of Module Body Temple 127 Microsoft Dynamics CRM 2015 Installation Module 7 High Availability Options Body Temple 128 Copyright Property of Firebrand Training Ltd 64

70 Module 7: Objectives Review the reasons for installing Microsoft Dynamics CRM on multiple computers Describe the role of Network Load Balancing in providing enhanced scaling and availability Describe the options for Microsoft SQL Server in providing enhanced scaling and availability Examine the high-availability options for other supporting components Body Temple 129 Module 7 Lesson 7-1 Microsoft Dynamics Server Body Temple 130 Copyright Property of Firebrand Training Ltd 65

71 Install CRM Server on Multiple Servers Increase performance Install roles or role groups on separate computers Keep all Microsoft Dynamics CRM servers and SQL Server on the same Local Area Network Body Temple 131 Server Roles Server Role Group Front End Server Back End Server Deployment Administration Server Full Server Description The Front End Server role group enables the server roles for running client applications and applications developed with the Microsoft Dynamics CRM Software Development Kit. The Back End Server role group includes the server roles that process asynchronous events such as workflows, custom plug-ins, and Microsoft SharePoint integration. These roles are usually not exposed to the Internet. The Deployment Administration Server role group enables the server roles for components that are used to manage the Microsoft Dynamics CRM deployment by using either the methods described in the Microsoft Dynamics CRM Deployment Software Development Kit or the deployment tools. This group contains all the roles from Front End Server, Back End Server, and Deployment Administration Server roles. By default, Microsoft Dynamics CRM Server Setup deploys the system as Full Server Body Temple 132 Copyright Property of Firebrand Training Ltd 66

72 Missing Roles Body Temple 133 Network Load Balancing NLB Cluster with 2 nodes Microsoft Dynamics CRM server with Back End and Deployment Administration Server role groups Microsoft Dynamics CRM server with Front End Server role group Microsoft Dynamics CRM server with Front End Server role group Microsoft SQL Server Single Cluster IP Address Body Temple 134 Copyright Property of Firebrand Training Ltd 67

73 Module 7 Lesson 7-2 Microsoft SQL Server Body Temple 135 Cluster SQL Server Active Passive SQL Cluster Easiest to set cluster up before installing CRM Specify Virtual Server name when specifying SQL Server in CRM setup Body Temple 136 Copyright Property of Firebrand Training Ltd 68

74 Other SQL Server High-Availability Solutions Log Shipping Mirroring (deprecated) AlwaysOn Availability Groups Body Temple 137 Module 7 Lesson 7-2 Other Components Body Temple 138 Copyright Property of Firebrand Training Ltd 69

75 Supporting Components Microsoft Dynamics CRM Router Failover clustering Active Directory At least two domain controllers Microsoft Exchange Server Failover clustering Install roles on multiple servers Body Temple 139 Microsoft Dynamics CRM 2015 Installation Module 7 High Availability Options End of Module Body Temple 140 Copyright Property of Firebrand Training Ltd 70

76 Microsoft Dynamics CRM 2015 Online Deployment Module 8 Introduction to Office 365 and CRM Online Body Temple 141 Module 8: Objectives Introduction to Office 365 Introduction to Dynamics CRM Online Describe the ways to access Microsoft Dynamics CRM Body Temple 142 Copyright Property of Firebrand Training Ltd 71

77 Module 8 Lesson 8-1 Introduction to Office Body Temple 143 Introduction to Office 365 Plus Businessclass Online document storage & file sharing Online meetings - Office Desktop Apps - Office Mobile - Office Online Financiallybacked SLA Technical support Private social network Body Temple Copyright Property of Firebrand Training Ltd 72

78 Core Components of Office 365 Exchange Online SharePoint Online Lync Online Office 365 ProPlus Windows Azure Active Directory Body Temple 145 Optional Components of Office 365 Product Plan Includes SharePoint Online Replacement of SharePoint as the primary enterprise social experience Project Pro for Office 365 Project Online Project Online with Project Pro for Office 365 Microsoft Office Visio Pro for Office 365 Microsoft Dynamics CRM Subscription version of Project Professional client software with roaming access and click to run Online-only version of Project server, delivering enterprise project, program, and portfolio management Subscription version of Project Professional client with online capabilities of Project Online Subscription version of the advanced diagramming software, including roaming access and click to run Subscription version of Microsoft Dynamics CRM provides customer management information in the cloud Body Temple Copyright Property of Firebrand Training Ltd 73

79 Benefits of Office 365 Familiar and full Office applications are available online Reliable services run at scale with a 99.9% SLA Continuous innovation Trusted service Active Directory integration to easily manage user credentials and permissions Managed through online portal Body Temple 147 Office 365 Portal Manage User Accounts Manage Subscriptions Monitor Service Settings Administer Dynamics CRM Online Body Temple 148 Copyright Property of Firebrand Training Ltd 74

80 Office 365 Training 4 Day Firebrand Course Provisioning Office 365 Planning and Implementing Networking and Security in Office 365 Managing Cloud Identities Implementing and Managing Federated Identities for SSO Monitoring and Troubleshooting Managing Clients and End-User Devices Provisioning SharePoint Online Configuring Exchange Online and Lync Online Planning for Exchange Online and Lync Online Body Temple 149 Module 8 Lesson 8-2 Introduction to Dynamics CRM Online Body Temple 150 Copyright Property of Firebrand Training Ltd 75

81 Microsoft Dynamics CRM Online Managed through Office 365 Portal and Dynamics CRM Online Service managed by Microsoft Subscription basis Body Temple 151 Microsoft Dynamics CRM Online Functionality Sales Marketing Customer Care Body Temple 152 Copyright Property of Firebrand Training Ltd 76

82 Microsoft Dynamics CRM Online Additional Functionality Marketing Enterprise Social Engagement Parature Unified Service Desk Body Temple 153 Integrating Microsoft Office 365 with Microsoft Dynamics CRM Online Body Temple 154 Copyright Property of Firebrand Training Ltd 77

83 Microsoft Dynamics CRM Trial 30 Days 25 Users Can extend Can purchase Body Temple 155 Module 8 Lesson 8-3 Accessing Dynamics CRM Online Body Temple 156 Copyright Property of Firebrand Training Ltd 78

84 Accessing Microsoft Dynamics CRM Internet Explorer 10 Internet Explorer 11 Mozilla Firefox Google Chrome Apple Safari Mobile Express Apps for Microsoft Surface, Windows 8, 157 Android and Apple ipad Body Temple Microsoft Dynamics CRM for Outlook Integrate Microsoft Dynamics CRM with Microsoft Office Outlook Access Microsoft Dynamics CRM from within Outlook Synchronize Microsoft Dynamics CRM records with Outlook folders Provides offline capability Body Temple 158 Copyright Property of Firebrand Training Ltd 79

85 Microsoft Dynamics CRM 2015 Installation Module 8 Introduction to Office 365 and CRM Online End of Module Body Temple 159 Microsoft Dynamics CRM 2015 Online Deployment Module 9 Plan and Deploy Microsoft Dynamics CRM Online Body Temple 160 Copyright Property of Firebrand Training Ltd 80

86 Module 9: Objectives Describe the Microsoft Dynamics CRM offerings Describe the licensing model and client access license types Plan for Microsoft Dynamics CRM Online deployment Describe the Office 365 administrative roles Body Temple 161 Module 9 Lesson 9-1 Offerings and Licensing Body Temple 162 Copyright Property of Firebrand Training Ltd 81

87 Online Licensing Model User Subscription License (USL) Per User Per Month (PUPM) Named user basis No Server License External user license included Body Temple 163 Online Licensing Plans Essential Basic Professional Enterprise Body Temple 164 Copyright Property of Firebrand Training Ltd 82

88 Online Licensing Benefits Flexibility Mix and match different types of licenses High value Choose from highly competitive offerings with a low Total Cost of Ownership Clarity Acquire licenses based on the functionality you require, rather than how you access the system Parity - Consistent licensing model that applies equally to online and on-premises solutions Mobile access Access CRM data with your mobile device at no additional charge Body Temple 165 Subscription Addons One Production Instance included 5Gb Storage included One free Sandbox instance with 25 Professional users Additional Production and Sandbox instances can be purchased Additional Storage can be purchased Body Temple 166 Copyright Property of Firebrand Training Ltd 83

89 Module 9 Lesson 9-2 Planning Dynamics CRM Online Deployment Body Temple 167 Microsoft Dynamics Sure Step An implementation methodology to drive successful projects Project management techniques, tools, deliverables, processes, roles Body Temple 168 Copyright Property of Firebrand Training Ltd 84

90 Planning for Success Plan item Description Considerations Environment Discovery A detailed description of your organization s environment Single Sign-On Authentication process Active Directory Administrative Roles Define admin role/responsibility Data / Security / Growth Planning / Etc. Environmental needs Security Roles Role-based security for users Every user needs role / Not the same as admin roles Importing Data CRM Online offers wizard Data prep Product Updates Optional product updates May affect customisations Body Temple 169 Module 9 Lesson 9-3 Office 365 Administrative Roles Body Temple 170 Copyright Property of Firebrand Training Ltd 85

91 Office 365 Administrative Roles vs CRM Security Roles Administrative Roles assigned in Office 365 Portal Administrative Roles related to managing the subscription CRM Security Roles assigned in Dynamics CRM Online CRM Security Roles related to permissions to functionality and data Body Temple 171 Office 365 Administrative Roles Role Global Administrator Password Administrator User Management Administrator Billing administrator Service administrator Description Can add online service subscriptions for the organization and manage all aspects of subscriptions Can only reset passwords Can reset passwords as well as add, edit or delete user accounts Makes purchases, manages subscriptions, manages support tickets, and monitors service health Manages service requests and monitors service health Body Temple 172 Copyright Property of Firebrand Training Ltd 86

92 Microsoft Dynamics CRM 2015 Online Deployment Module 9 Plan and Deploy Microsoft Dynamics CRM Online End of Module Body Temple 173 Microsoft Dynamics CRM 2015 Online Deployment Module 10 Managing Microsoft Dynamics CRM Online Body Temple 174 Copyright Property of Firebrand Training Ltd 87

93 Module 10: Objectives Manage Microsoft Dynamics CRM Online subscriptions, licenses and user accounts Manage Microsoft Dynamics CRM Online updates Body Temple 175 Module 10 Lesson 10-1 Microsoft Dynamics CRM Online subscriptions, licenses and user accounts Body Temple 176 Copyright Property of Firebrand Training Ltd 88

94 Microsoft Dynamics CRM Online licenses Add licenses to your subscription and then assign licenses to users Remove licenses from other users. This disables the user account in Microsoft Dynamics CRM Online and frees up the license so that you can re-assign it Remove a user account by deleting it. This disables the user account in Microsoft Dynamics CRM Online and frees up the license so that you can re-assign it If a license conflict occurs because your credit card information has become outdated, you can renew your subscription by updating the credit card information Body Temple 177 About User Licenses Microsoft Dynamics CRM Online uses user licenses to provide access to your organization When you add a new user, the Add Users Wizard displays the number of user licenses available An unaccepted invitation requires a user license until the invitation expires two weeks after it was issued If you have more user licenses than you are using, contact support to reduce the number of licenses. Each user license requires a unique Microsoft account, and every user who logs on to Microsoft Dynamics CRM needs a license Body Temple 178 Copyright Property of Firebrand Training Ltd 89

95 Non Interactive User Account For integration with other system Up to 5 allowed Set Access Mode on user in CRM to Non- Interactive Remove License Body Temple 179 Module 10 Lesson 10-2 Dynamics CRM Online updates Body Temple 180 Copyright Property of Firebrand Training Ltd 90

96 Review and Approve Updates Manage all CRM Online instances page Updates available for Approval Approve Reschedule s sent to Body Temple 181 Module 10 Lesson Notifications Body Temple 182 Copyright Property of Firebrand Training Ltd 91

97 Notifications All Admins receive notifications Other addresses can be added to the notification list Body Temple 183 Module 10 Lesson 10-4 Migrate Microsoft Dynamics CRM Online to Microsoft Dynamics CRM On-Premises Body Temple 184 Copyright Property of Firebrand Training Ltd 92

98 Migrate Microsoft Dynamics CRM Online to Microsoft Dynamics CRM On-Premises Contact Technical Support for backup of Dynamics CRM Online database Restore backup to a SQL Server Install Dynamics CRM On-Premise Import Organisation Map Users Cannot go the other way Body Temple 185 Microsoft Dynamics CRM 2015 Online Deployment Module 10 Managing Microsoft Dynamics CRM Online End of Module Body Temple 186 Copyright Property of Firebrand Training Ltd 93

99 Microsoft Dynamics CRM 2015 Online Deployment Module 11 Administering Microsoft Dynamics CRM Online Instances Body Temple 187 Module 11: Objectives Managing Sandbox Instances Managing Production Instances Body Temple 188 Copyright Property of Firebrand Training Ltd 94

100 Terminology Tenant Account created when you sign up for CRM Online Instance Isolated CRM organization on a tenant Subscription Number and type of licenses Identity User account used to sign in to CRM User Account Provides sign in access to one or more cloud services Security Group Control which users can access a particular instance Body Temple 189 Multi-Instance Deployment Body Temple 190 Copyright Property of Firebrand Training Ltd 95

101 Multi-Tenant Deployment Body Temple 191 Multi-Tenant Deployment Body Temple 192 Copyright Property of Firebrand Training Ltd 96

102 Module 11 Lesson 11-1 Sandbox Instances Body Temple 193 Sandbox Instance Non Production Free Sandbox Instance with 25 Professional/Enterprise users Can purchase additional Sandbox Instances Body Temple 194 Copyright Property of Firebrand Training Ltd 97

103 Reset Sandbox Instance You can reset a Sandbox instance to delete and re-provision it Resets back to Factory Settings Choose Target Version Can Rename Instance Body Temple 195 Administration Mode Enable administration mode Enables administration mode for the selected Sandbox instance. Only System Administrators or System Customizers will be able to sign in to the selected Sandbox instance. Disable background operations Disables all asynchronous operations such as workflows and synchronization with Microsoft Exchange. s will not be sent and server-side synchronization for appointments, contacts, and tasks are disabled Custom message for end users Displays a message to all users when they attempt to sign in Body Temple 196 Copyright Property of Firebrand Training Ltd 98

104 Module 11 Lesson 11-2 Production Instances Body Temple 197 Copy Instance Production Instance to Sandbox Instance Full Copy - copies all of the data and customisations from the source instance to the target Minimal Copy - copies only the customisations and database schema from the source instance Body Temple 198 Copyright Property of Firebrand Training Ltd 99

105 Module 11 Lesson 11-3 Editing Instance Properties Body Temple 199 Edit Instance Friendly Name URL Purpose Body Temple 200 Copyright Property of Firebrand Training Ltd 100

106 Microsoft Dynamics CRM 2015 Online Deployment Module 11 Administering Microsoft Dynamics CRM Online Instances End of Module Body Temple 201 Microsoft Dynamics CRM 2015 Deployment Module 12 Microsoft Dynamics CRM for Outlook Body Temple 202 Copyright Property of Firebrand Training Ltd 101

107 Objectives Review the hardware and software requirements for Microsoft Dynamics CRM for Outlook Identify the deployment methods Install Microsoft Dynamics CRM for Outlook Configure Microsoft Dynamics CRM for Outlook to connect to Microsoft Dynamics CRM organizations Configure user settings and options related to s Install Microsoft 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 Body Temple 203 Overview Improved client stability over earlier versions due to change in memory usage CRM 2013 client with SP1 or later can be used with CRM 2015 server Body Temple 204 Copyright Property of Firebrand Training Ltd 102

108 Supported Operating Systems Windows 7 SP1 (32-bit and 64-bit) Windows 8 / 8.1 (32-bit and 64-bit) Windows Server 2012 Remote Desktop Services Body Temple 205 Software Component Requirements Supported versions of Outlook: Office 2010, or Office 2013 The 64-bit client is only supported on 64-bit versions of Office Internet Explorer 10 or 11 Other required components are downloaded and installed during Setup Body Temple 206 Copyright Property of Firebrand Training Ltd 103

109 Deployment Methods Manual Installation Download link in web application Group Policy Microsoft System Center Configuration Manager Body Temple 207 Configure Microsoft Dynamics CRM for Outlook After installation, CRM must be configured For on-premise: Enter the server URL Choose the appropriate organization For CRM Online: Select CRM Online Enter your user name and password Choose the appropriate organization Body Temple 208 Copyright Property of Firebrand Training Ltd 104

110 Configure Multiple Organizations CRM for Outlook can display information from multiple organizations Use the Configure Organization Wizard to add organizations Only one organization can be the synchronizing organization For non-synchronizing organizations: Going offline is not available There is no synchronization with Outlook Body Temple 209 Install Using the Command Line Microsoft Dynamics CRM for Outlook can be installed using the command line Supply values for setup settings in an XML file To install the server, use: SetupClient.exe /Q /c c:\config.xml Body Temple 210 Copyright Property of Firebrand Training Ltd 105

111 Configure Using the Command Line Microsoft Dynamics CRM for Outlook can be configured using the command line Supply values for setup settings in an XML file To install the server use: Microsoft.Crm.Application.Outlook.ConfigWizard.exe /Q /c c:\config.xml The same configuration file can be used for both installing and configuring Body Temple 211 Data Synchronization Filters Offline Synchronization filters specify what is available offline Outlook Synchronization filters specify what is synchronized with Outlook Body Temple 212 Copyright Property of Firebrand Training Ltd 106

112 Microsoft Dynamics CRM 2015 Deployment Module 13 Management Body Temple 213 Objectives Part 1 Describe the processing options in Microsoft Dynamics CRM Explain tracking and correlation Discover how mailboxes are monitored Describe the purpose of Microsoft Dynamics CRM mailbox records Examine the synchronization options Review the requirement to approve addresses Explain the role of the Microsoft Dynamics CRM Router Body Temple 214 Copyright Property of Firebrand Training Ltd 107

113 Objectives Part 2 Install the Microsoft Dynamics CRM Router Review the Router configuration options Create a forward mailbox Review the purpose of deploying forwarding rules Review options for installing the Router on multiple computers Review troubleshooting tips Describe the role of Server-Side Synchronization Configure Server-Side Synchronization Test Server-Side Synchronization settings Body Temple 215 Processing Microsoft Dynamics CRM does not include an system Instead configure one of the following: Router Server-Side Synchronization CRM Client for Outlook Body Temple 216 Copyright Property of Firebrand Training Ltd 108

114 Integration with Exchange Body Temple 217 Microsoft Dynamics CRM Router Advantages Centrally managed solution, easier to manage for larger deployments. Can be used in mixed environments where one of Microsoft Dynamics CRM and Exchange is on-premises and the other is online. Supports Exchange Disadvantages Must be installed on a computer. Managed and configured using a separate program, the Router Configuration Manager. Appointments, Contacts, and Tasks created in Microsoft Dynamics CRM must be synchronized with Outlook using Microsoft Dynamics CRM for Outlook Body Temple 218 Copyright Property of Firebrand Training Ltd 109

115 Server-Side Synchronization Advantages Centrally managed solution, easier to manage for larger deployments. Managed in the web application. Can synchronize with Office 365 Exchange Online without configuring credentials. Provides error reporting in the application through Alerts. Appointments, Contacts, and Tasks created in Microsoft Dynamics CRM synchronize directly with Exchange. No installation needed. Disadvantages Can only be used in environments where both Microsoft Dynamics CRM and Exchange are on-premises or both online. Does not support Exchange Body Temple 219 Microsoft Dynamics CRM for Outlook Advantages No configuration. Nothing further to install (other than Microsoft Dynamics CRM for Outlook). Disadvantages Cannot be used for queues. s created in Microsoft Dynamics CRM are not sent unless Outlook is running. Incoming s are not automatically tracked unless Outlook is running Body Temple 220 Copyright Property of Firebrand Training Ltd 110

116 Processing Setting In a Microsoft Dynamics CRM organization either the Router or Server-Side Synchronization can be used Settings > Configuration > Configuration Settings > Process Using Body Temple 221 Automatic Tracking Option activities created for: All messages All messages received by the user. messages in response to CRM messages from CRM Leads, Contacts, and Accounts messages from CRM records that are enabled messages that are replies to an message that is already tracked. This option uses correlation (discussed later) to relate messages to activities. messages where the From address matches a Lead, Contact, or Account record in Microsoft Dynamics CRM. messages where the From address matches any record type (including custom record types) in Microsoft Dynamics CRM Body Temple Copyright Property of Firebrand Training Ltd 111

117 Correlation Automatically links a tracked to CRM records Correlation options: Using headers (Correlation) Smart Matching uses subject and recipients Tracking Token uses string on end of subject line Body Temple 223 Individual Mailbox Monitoring User Mailbox Router or Server-Side Synchronization User Mailbox Queue Mailbox Periodically checks for s in all mailboxes Decides whether to create an based on the user s or queue s automatic tracking setting Does not remove s from mailboxes after processing Body Temple 224 Copyright Property of Firebrand Training Ltd 112

118 Forward Mailbox Monitoring User Mailbox Forward Mailbox Router or Server-Side Synchronization User Mailbox Queue Mailbox Mailbox rules forward s to the forward mailbox Periodically checks for s in the forward mailbox Decides whether to create an based on the user s or queue s automatic tracking setting Removes from the forward mailbox after processing Body Temple Mailbox Records Synchronization method set in mailbox records (not user records as in earlier versions) Synchronization method set separately for incoming and outgoing s Body Temple 226 Copyright Property of Firebrand Training Ltd 113

119 Synchronization Methods Incoming None Microsoft Dynamics CRM for Office Outlook Server-Side Synchronization or Router Forward Mailbox Outgoing None Microsoft Dynamics CRM for Office Outlook Server-Side Synchronization or Router Body Temple 227 Default Synchronization Method Default synchronization method applies to new users and queues Defaults can be applied to existing mailbox records Body Temple 228 Copyright Property of Firebrand Training Ltd 114

120 Address Approval Any changes to the address for a user or queue must be approved Only applies to users and queues configured to use the Router or Server-Side Synchronization Approvers must belong to a security role with the Approve Addresses for Users or Queues privilege The requirement to approve addresses may be disabled separately for users and queues Body Temple 229 Router Components Router Service Router Configuration Manager Rule Deployment Wizard Deploys forwarding rules for Exchange users Body Temple 230 Copyright Property of Firebrand Training Ltd 115

121 Supported Systems Microsoft Exchange Server 2010, and 2013 Microsoft Exchange Online Simple Mail Transfer Protocol (SMTP) servers for outgoing Post Office Protocol-3 (POP3) servers for incoming Body Temple 231 Software Requirements Router is available in 32-bit and 64-bit editions. Install the 64-bit edition on: 64-bit editions of Windows 7 and 8 64-bit editions of Windows Server 2012 Install the 32-bit edition on: 32-bit editions of Windows 7 and Body Temple 232 Copyright Property of Firebrand Training Ltd 116

122 MAPI Client Rule Deployment Wizard requires the Exchange MAPI Client Download from Body Temple 233 Configure the Router Configure Incoming Profile Configure Outgoing Profile Specify Deployment Test Body Temple 234 Copyright Property of Firebrand Training Ltd 117

123 Set Up a Forward Mailbox Create a dedicated mailbox Deploy forwarding rules Add the mailbox in the Configuration Manager Body Temple 235 Deploy Inbox Rules Configure forwarding rules for users and queues configured to use a forward mailbox for incoming Use the Rule Deployment Wizard for Exchange Server users For other users, create rules manually: s must be forwarded as an attachment Body Temple 236 Copyright Property of Firebrand Training Ltd 118

124 Install on Multiple Computers The Router can be installed on a failover cluster to improve availability Body Temple 237 Server-Side Synchronization New in CRM 2013 Runs as part of the Asynchronous Service Can synchronize appointments, contacts, and tasks Body Temple 238 Copyright Property of Firebrand Training Ltd 119

125 Supported Configurations Deployme nt Type System Synchronizati on Supported Synchronizati on of Contacts, Tasks, and Appointments Supported Protocols Used Online Exchange Online Yes Supported Exchange Web Services On-premise Exchange 2010 Exchange 2013 Yes Supported Exchange Web Services Online and On-premise POP3 (incoming) SMTP (outgoing) Yes Not supported POP3 SMTP Body Temple 239 Configure Server-Side Synchronization Set the processing method Configure mailbox records Configure forward mailbox records Configure server profiles A server profile includes incoming and outgoing settings Add mailbox records to a profile Body Temple 240 Copyright Property of Firebrand Training Ltd 120

126 Exchange Online When Microsoft Dynamics CRM Online is used with Exchange Online, a server profile is automatically created Uses the Server to Server (S2S) protocol Eliminates the need to specify credentials Body Temple 241 Test Settings without SSL If SSL is not used for the CRM website, saving of credentials is not allowed Connections to servers that do not use SSL are not allowed In on-premises deployments, the requirements can be disabled for testing Turn off requirement using the PowerShell Body Temple 242 Copyright Property of Firebrand Training Ltd 121

127 Other Configuration Steps Set up a forward mailbox for Server-Side Synchronization Migrate Router settings Test and enable mailboxes Install the Integration Service role Monitor alerts Synchronize appointments, contacts, and tasks Body Temple 243 Microsoft Dynamics CRM 2015 Deployment Module 14 Maintenance and Troubleshooting Body Temple 244 Copyright Property of Firebrand Training Ltd 122

128 Objectives Describe how to change Microsoft Dynamics CRM service accounts Examine how to manage system jobs Show how to delete records using the Bulk Delete Wizard Discuss areas to consider for a disaster recovery plan Describe tasks in Microsoft SQL Server that can improve performance Review ways to troubleshoot problems and monitor performance Examine how to configure tracing Describe how to update Microsoft Dynamics CRM Examine data encryption Describe the Best Practices Analyzer Describe the VSS Writer Service for Microsoft Dynamics CRM Examine the Microsoft Dynamics marketplace Body Temple 245 Installed Services Microsoft Dynamics CRM Service Asynchronous Processing Service Asynchronous Processing Service (maintenance) Unzip Service Sandbox Processing Service Monitoring Service Description Services asynchronous processes such as bulk and workflow. Services asynchronous maintenance such as encryption key generation for authentication and database deletion clean-up. Uncompresses zipped files for data import. This service is installed as part of the Web Application Server role. Provides an isolated environment, which is used for the execution of custom code such as plug-ins. Monitors all Microsoft Dynamics CRM server roles that are installed on the local computer. VSS Writer Provides an interface to back up and restore data by using the Windows Server Volume Shadow Copy Service (VSS) Body Temple Copyright Property of Firebrand Training Ltd 123

129 Change Service Accounts Run a repair operation in Programs and Features Specify the new account names and complete the wizard Body Temple 247 Manage System Jobs Microsoft Dynamics CRM runs background jobs for Data import, Workflows, Bulk delete, Database maintenance, and other tasks Monitor whether jobs complete successfully Delete old jobs Make sure the asynchronous processing services are running Body Temple 248 Copyright Property of Firebrand Training Ltd 124

130 Limit Number of Asynchronous Jobs In a multi-organization deployment, the asynchronous service might be overwhelmed with numerous jobs for one organization Consider limiting the maximum number of items that can be queued using the Windows PowerShell Body Temple 249 Bulk Delete Records Use Bulk Delete to delete large numbers of records Without Bulk Delete, users are limited to onepage-at-a-time restriction Specify records to delete using search criteria (similar to the Advanced Find interface) Bulk Delete can run on a scheduled basis Body Temple 250 Copyright Property of Firebrand Training Ltd 125

131 Disaster Recovery Create a plan to address failure scenarios and how to perform recovery procedures Consider the amount of loss that is acceptable to the organization Perform backups to meet needs Make sure that recovery procedures are understood Body Temple 251 Manage SQL Databases All data is stored in a SQL Server database SQL Server database files (data and transaction log) are created in default locations that might not be optimal Consider the following options for placement of files: All program and database files on a single drive Program files and database files on different drives Program files, the database data file, and the database log file on different drives Body Temple 252 Copyright Property of Firebrand Training Ltd 126

132 Size of Database Review the size of the database The Disk Usage by Top Tables standard report in SQL Server Management Studio is useful for monitoring table size Use Export to Excel to archive data Remove old or unwanted records using Bulk Delete Body Temple 253 SQL Server - Compression Features Row Compression Row compression reduces the amount of storage for data by using variable-length formats for numeric types and fixed character strings. Page Compression Page compression also reduces the amount of storage for data by only storing common values in a column once and then referencing the value from other columns. This reduces the amount of repeated data on a page Body Temple 254 Copyright Property of Firebrand Training Ltd 127

133 SQL Server Sparse Columns Some Microsoft Dynamics CRM tables might be sparsely populated For example, the account entity has a large number of fields that are not, by default, shown on the account form and therefore contain null values The sparse columns feature of SQL Server reduces the space required to store data in userspecified columns Body Temple 255 Troubleshooting Review Windows event logs Review Installation log files Use Performance Counters to display performance data Browse to the Microsoft Dynamics CRM Diagnostics page Body Temple 256 Copyright Property of Firebrand Training Ltd 128

134 Configure Tracing Trace files can be helpful when you troubleshoot error messages or other issues in Microsoft Dynamics CRM that cannot be resolved by other tools Trace files are only created when tracing is turned on Because tracing can significantly affect performance, we recommended that tracing is only turned on to gather trace files and then turned off Body Temple 257 Enable Tracing Tracing for the Microsoft Dynamics CRM Server is enabled using registry keys or PowerShell commands Tracing for Microsoft Dynamics CRM for Microsoft Office Outlook is enabled through registry keys or the Microsoft Dynamics CRM Diagnostics application Body Temple 258 Copyright Property of Firebrand Training Ltd 129

135 Registry Keys for Server Tracing Registry Key Type Value Notes TraceEnabled REG_DWORD 0 or 1 Tracing is disabled (0) or enabled (1). TraceRefresh REG_DWORD From 0 through 99 TraceCategories REG_SZ Category.Featur e:tracelevel Change the value to apply the other trace registry settings. Specifies which categories and features to trace and the trace level. Multiple values are separated by a semicolon. For example, a value of *:Verbose logs all trace messages. TraceCallStack REG_DWORD 0 or 1 Specifies whether the call stack is included in the trace. TraceFileSizeLimi t REG_DWORD Between 1 and 100 (megabytes) Specifies the maximum size of a trace file. New files are created 259 when the limit is reached Body Temple Server Tracing The registry keys are located at: HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM The default location for trace files is: C:\Program Files\Microsoft Dynamics CRM\Traces Trace files are not deleted when tracing is disabled Body Temple 260 Copyright Property of Firebrand Training Ltd 130

136 Update Microsoft Dynamics CRM An update rollup consists of a collection of updates A separate update rollup package is released for each of the Microsoft Dynamics CRM components: Server, Reporting Extensions, Router, Report Authoring Extension, Microsoft Dynamics CRM for Microsoft Office Outlook, Language Packs Body Temple 261 Update Rollup Configuration An update rollup might include a fix that requires a change to a Microsoft Windows registry value or a script to be run Any additional configuration that might be required is detailed in the Microsoft Knowledge Base article that describes the update rollup Body Temple 262 Copyright Property of Firebrand Training Ltd 131

137 Order of Updates Update rollups are cumulative so that only the latest update rollup needs to be applied However, an update rollup might require that a specific earlier update rollup is applied first The prerequisites are detailed in the Microsoft Knowledge Base article that describes the update rollup Body Temple 263 Microsoft Update You can use Microsoft Update to automatically download and install updates for Microsoft Dynamics CRM Microsoft Update also automatically updates other Microsoft applications that are enabled to use Microsoft Update You cannot configure Microsoft Update to only update Microsoft Dynamics CRM Body Temple 264 Copyright Property of Firebrand Training Ltd 132

138 Update Clients and Multiple Servers If a deployment includes multiple servers, the same update rollup must be applied to all servers A deployment with multiple servers running different update rollups is not supported It is not necessary for client computers and servers to run the same update rollup, provided the difference is no more than one version (the client can run an update rollup one version later or earlier than the server) Body Temple 265 Check Which Update Rollups Are Installed In Control Panel, open Programs and Features, click View installed updates, and review the entries for Microsoft Dynamics CRM Alternatively, check the version of any binary file in the program installation folder For example, in \Program Files\Microsoft Dynamics CRM\Server\bin, right-click CrmVerServer.dll > Properties > Details tab and check the file version The file version corresponds to the update rollup Body Temple 266 Copyright Property of Firebrand Training Ltd 133

139 Import a Database with Encryption Body Temple 267 Best Practices Analyzer (BPA) The BPA is a diagnostic tool that reports on best practices and makes recommendations based on a scan of a deployment Requires Microsoft Baseline Configuration Analyzer 2.0 (Requires.NET 2.0) Body Temple 268 Copyright Property of Firebrand Training Ltd 134

140 VSS Writer Service Provides added functionality for backup and restore through the Volume Shadow Copy Service Can be used with System Center 2012 Data Protection Manager Body Temple 269 Microsoft Dynamics CRM 2015 Installation and Deployment MCRM\MCRMOL 2015 Copyright Property of Firebrand Training Ltd Copyright Property of Firebrand Training Ltd 135

141 Microsoft Dynamics CRM 2015 MCRM\MCRMOL 2015 Applications Applications Course: Programme Introduction Customer Service Sales Management Exam MB Body Temple 2 1

142 Dynamics CRM Application: Introdcution Modules Dynamics CRM Overview Working with the Dynamics CRM Application Working with Dynamics CRM Records Working with Dynamics CRM Data Working with Dynamics CRM Processes Body Temple 4 Dynamics CRM Application: Services Modules Customer Service Scenarios Case Management Knowledge Base Queue Management Entitlements and SLAs Service Scheduling Body Temple 5 2

143 Dynamics CRM Application: Sales Modules Sales Management Concepts Leads and Opportunities Products and Sales Order Processing Goal Management Analysis and Reporting Social Body Temple 6 Dynamics CRM Application: Module 1 - Overview The key objective of this module is to provide a high level overview of Microsoft Dynamics CRM 2015 and its capabilities. In this module we will cover: CRM Concepts Navigation Body Temple 7 3

144 Dynamics CRM Application: Lesson 1.1 Dynamics CRM Functionality Support Sales, Marketing & Service Customisable Marketplace Body Temple 8 Dynamics CRM Application: Lesson 1.1 Functional Areas Sales Marketing Customer Care Body Temple 9 4

145 Dynamics CRM Application: Lesson 1.1 Sales Functionality Leads Opportunities Communication tracking Products and Pricing Sales processes Body Temple 10 Dynamics CRM Application: Lesson 1.1 Marketing Functionality Market lists Campaigns Tracking responses Reporting Body Temple 11 5

146 Dynamics CRM Application: Lesson 1.1 Service Functionality Case recording and resolution Contract Management Service and Resource Management Service Scheduling Knowledge Base Body Temple 12 Dynamics CRM Application: Lesson 1.1 Additional functionality Dynamics Marketing Enterprise Parature Social Engagement Unified Service Desk Body Temple 13 6

147 Dynamics CRM Application: Lesson 1.1 Deployment Options On-Premise Online/Cloud Partner Hosted Body Temple 14 Dynamics CRM Application: Lesson 1.1 Web Client Body Temple 15 7

148 Dynamics CRM Application: Lesson 1.1 Outlook Client Body Temple 16 Dynamics CRM Application: Lesson 1.1 Mobile Client Body Temple 17 8

149 Dynamics CRM Application: Lesson 1.1 Mobile Client Body Temple 18 Dynamics CRM Application: Lesson 1.1 Mobile Client Body Temple 19 9

150 Dynamics CRM Application: Lesson 1.1 Security Authentication Security Roles Forms, Field level security Sharing, Access Teams Active Directory CRM Body Temple 20 Dynamics CRM Application: Lesson 1.2 Navigation Changes from 2011 Left hand navigation gone Body Temple 21 10

151 Dynamics CRM Application: Lesson 1.2 Navigation Changes from 2011 Ribbon -> Command bar Body Temple 22 Dynamics CRM Application: Lesson 1.2 Navigation Record Types Find records Body Temple 23 11

152 Dynamics CRM Application: Lesson 1.2 Navigation Action Bar Commands for contacts Body Temple 24 Dynamics CRM Application: Lesson 1.2 Navigation More commands Recently viewed Commands for contacts Body Temple 25 12

153 Dynamics CRM Application: Lesson 1.2 Navigation Related information Body Temple 26 Dynamics CRM Application: Lesson 1.2 Navigation Edit data inline Quick create Add notes Related records Opportunity products Body Temple 27 13

154 Dynamics CRM Application: Lesson 1 Labs Lab 1A: Quick Create Find all the places you can use Quick Create from within the User Interface Exercise 1B: Navigate Navigate to Contacts Changes to All Contacts view Open Contact record Close Contact record Browse to Applications_Exercise_Navigate folder and click on practice.html Body Temple 28 Dynamics CRM Application: Module 2 Working with CRM The key objectives of this module are to: Understand customer records Use notes and attachments Use Connections Use activity records to tracker customer interactions Body Temple 29 14

155 Dynamics CRM Application: Lesson 2.1 Working with Dynamics CRM Application Customer Records Accounts Contact Accounts and Sub-Accounts Contacts and Parent Account Primary Contact Addresses Body Temple 30 Dynamics CRM Application: Lesson 2.1 Working with Dynamics CRM Application Notes and Attachments Connections Relationship Hierarchy Activities Body Temple 31 15

156 Dynamics CRM Application: Lesson 2.1 Notes and Attachments Body Temple 32 Dynamics CRM Application: Lesson 2.1 Connections Between two records (parties) Connection Role Corresponding Role Start and End Date Body Temple 33 16

157 Dynamics CRM Application: Lesson 2.1 Relationship Hierarchy The Hierarchy Symbol notifies the user that a parent child relationship exists between the records Body Temple 34 Dynamics CRM Application: Lesson 2.1 Relationship Hierarchy Clicking on the Hierarchy Icon displays the relationship breakdown Body Temple 35 17

158 Dynamics CRM Application: Lesson 2.1 Activities track customer interactions Task Phone call Letter Fax Appointment Recurring appointment Service activity Campaign response Body Temple 36 Dynamics CRM Application: Lesson 2.1 Collaboration Pane Activities Phone call Appointment Task Notes Title Description Attachments Posts Posts Yammer Body Temple 37 18

159 Dynamics CRM Application: Module 3 - Records The key objectives of this module are to: Create records Edit records Understand ownership of records Understand sharing of records Body Temple 38 Dynamics CRM Application: Lesson 3.1 Working with Dynamics CRM Records Creating Records Editing Records Ownership Sharing Body Temple 39 19

160 Dynamics CRM Application: Lesson 3 Labs Lab 3A: Create and Link Records Create an Account Create a Contact and make its parent the Account Make the Contact the Primary Contact on the Account Create a Connection between the Account and the Contact Exercise 3B: Create a Activity Browse to Applications_Exercise_CreateActivity folder and click on practice.html Exercise 3C: Create an Opportunity Browse to Applications_Exercise_CreateOpportunity folder and click on practice.html Exercise 3D: Process a Case Browse to Applications_Exercise_ProcessCase folder and click on practice.html Body Temple 40 Dynamics CRM Application: Module 4 - Data The key objectives of this module are to: Quick Find Search Views and Advanced Find Data Export and Import Body Temple 41 20

161 Dynamics CRM Application: Lesson 4.1 Working with Dynamics CRM Data Quick Find System and Personal Views Advanced Find Body Temple 42 Dynamics CRM Application: Lesson 4.2 Working with Dynamics CRM Data Data Export Data Import Body Temple 43 21

162 Dynamics CRM Application: Lesson 4.2 Export to Excel Static Export Export snapshot of selected view Dynamic Spreadsheet Export creates spreadsheet containing connection Microsoft Dynamics CRM SQL Server database Can dynamically refresh from within Excel Dynamic Pivot Table Similar to dynamic spreadsheet Body Temple 44 Dynamics CRM Application: Lesson 4 Labs Exercise 4A: Views Browse to Applications_Exercise_View folder and click on practice.html Exercise 4B: Saved Views Browse to Applications_Exercise_SaveView folder and click on practice.html Body Temple 45 22

163 Dynamics CRM Application: Module 5 Processes The key objectives of this module are to understand: Processes in Dynamics CRM Body Temple 46 Dynamics CRM Application: Lesson 5.1 Working with Dynamics CRM Processes Workflows Dialogs Business Process Flows Actions Body Temple 47 23

164 Dynamics CRM Application: Lesson 5 Labs Lab 5A: Workflow Create a workflow for the Contact entity that creates a Task if there is no Parent Customer (Company Name) when a Contact is created Lab 5B: Business Process Flow Create a business process flow for the case entity with three stages and required fields: Log Investigate Resolve Body Temple 48 Dynamics CRM Service: Module 6 Customer Service In this module we will cover: Examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied Understand and explain the basic record types utilised by the Customer Service functionality of Microsoft Dynamics CRM Body Temple 49 24

165 Dynamics CRM Service: Lesson 6.1 Customer Service Scenarios Addressing and Solving Customer or Product Issues Receiving and Answering Customer Questions Collecting and Applying Customer Feedback Body Temple 50 Dynamics CRM Service: Lesson 6.2 Record Types Cases Knowledge Base Articles Entitlements Entitlement Channel Service Level Agreement Body Temple 51 25

166 Dynamics CRM Service: Lesson 6.2 Record Types Queues Subject Tree Product Goals Scheduling Module Body Temple 52 Dynamics CRM Service: Lesson 6.3 Service Module Configuration Body Temple 53 26

167 Dynamics CRM Service: Lesson 6.3 Service Module Configuration Body Temple 54 Dynamics CRM Service: Lesson 6.3 Service Module Configuration Body Temple 55 27

168 Dynamics CRM Service: Module 7 Case Management The key objectives of this module are to: Explore the steps that are required to create a new case Discuss the case to resolution process and how it can be used effectively Examine the effects of activities and the procedures to use the knowledge base Body Temple 56 Dynamics CRM Service: Lesson 7.1 Creating Case Records Quick Create New Case Phone Support Convert from Activity Workflow Dialog Body Temple 57 28

169 Dynamics CRM Service: Lesson 7.1 Creating Case Records Case Creation Rules From Social Posts Body Temple 58 Dynamics CRM Service: Lesson Body Temple 59 29

170 Dynamics CRM Service: Lesson 7.1 Social (Collaboration) Pane Posts Activities Notes Body Temple 60 Dynamics CRM Service: Lesson 7.1 Converting Activities into Cases The Convert Activity command allows the following activity type records to be converted into cases: Appointments s Faxes Letters Phone Calls Service Activities Tasks Custom activity types Body Temple 30

171 Dynamics CRM Service: Lesson 7.1 Automatic Case Creation Name Source Type Social Monitoring Queue Owner Must Activate to make available to organization Body Temple 62 Dynamics CRM Service: Lesson 7.1 Specify Conditions for Case Creation Create cases for from unknown senders Create case if valid entitlement exists for customer Create Cases for activities associated with resolved case Specify Auto-Response Settings Send automatic response to customer on 63 case 63 creation 2007 Body Temple 31

172 Dynamics CRM Service: Lesson 7.1 Case Creation Rule Item Filter criteria What criteria does the incoming need to meet? Case Properties What do you want to happen with the case once it s created Example: If an is received from a specific Customer, change the Priority of the Case Body Temple 64 Dynamics CRM Service: Lesson 7.1 Automatic Case Creation Body Temple 65 32

173 Dynamics CRM Service: Lesson 7.2 Routing Cases Name Description Rule Items If Conditions- determine filter criteria Then Conditions- route to User or Queue Must Activate to make available to organization Body Temple 66 Dynamics CRM Service: Lesson 7.2 Parent and Child Cases Child Cases can inherit certain things from Parent Case Can chose closure rules Close all Child cases when Parent closed Don t allow Parent case to close if Child cases still open One level only- no grandchild Body Temple 67 33

174 Dynamics CRM Service: Lesson 7.2 Merging Cases Merge 2 or more active cases Maximum of 10 at once All secondary cases marked as cancelled; one remains active Activities, Notes Attachments- joined to primary case Cannot be undone Body Temple Dynamics CRM Service: Lesson 7.3 Resolving Cases Similar Cases Resolving a Case Case Resolution Activities Resolving Parent and Child Cases Deleting and Cancelling Cases Reactivating Cases Body Temple 69 34

175 Dynamics CRM Service: Lesson 7.4 Subject Tree Cases Articles Products Sales Literature Body Temple 70 Dynamics CRM Service: Module 8 Knowledge Base The key objectives of this module are to: Create, activate, deactivate, and delete Knowledge Base article templates Examine the process of creating, editing, and publishing Knowledge Base articles Search for Knowledge Base articles Utilise Knowledge Base articles to assist in resolving cases Body Temple 71 35

176 Dynamics CRM Service: Lesson 8.1 Article Templates By default, Microsoft Dynamics CRM contains four templates These built-in templates can be modified, and additional templates can be created Body Temple 72 Dynamics CRM Service: Lesson 8.1 Article Templates By default, Microsoft Dynamics CRM contains four templates These built-in templates can be modified, and additional templates can be created Body Temple 73 36

177 Dynamics CRM Service: Lesson 8.1 Article Templates New KB articles can only be created using a template with status of Active If you deactivate a template: New articles cannot be created based on it Previously published articles will not be impacted Body Temple 74 Dynamics CRM Service: Lesson 8.2 The Knowledge Base Life Cycle Body Temple 75 37

178 Dynamics CRM Service: Lesson 8.2 Article Actions vs Status Statuses Draft Unapproved Published Actions Submit Approve Reject Unpublish Body Temple Dynamics CRM Service: Lesson 8.3 Searching Articles Only articles with Published status are included in search results Can search the knowledge base in several ways: Through the Articles tab in the Service user interface Through Advanced Find From within a Case form Body Temple 77 38

179 Dynamics CRM Service: Lesson 8.3 There are several ways to search for information in the Knowledge Base Full Text Search - Searches the complete text of Knowledge Base articles matches based on the value you enter. Keyword Search - Limits the search to the keywords entered for the article. Title - Limits the search to the titles of articles. Article Number Search - Limits the search to the system-generated article number that is assigned when an article is created. Use this search method when you know the article number. Subject Browse - Allows you to browse articles through the hierarchical subject tree Body Temple 78 Dynamics CRM Service: Lesson 8.3 There are several ways to an article From a Case Record From the Knowledge Base (using View in HTML) From an Activity (CRM) From Outlook Body Temple 79 39

180 Dynamics CRM Service: Module 9 - Queues The key objectives of this module are to: Understand and explain the differences and details of Default/System Queues and Personal Queues. Create and maintain Queues and Queue Items. Understand and work with Routing Queue items, including Adding, Working on, and Releasing Body Temple 80 Dynamics CRM Service: Lesson 9.1 Queue Management Queues are holding places for work items In Microsoft Dynamics CRM, all record types can be assigned to queues By default, only cases and activity record types are enabled for queues Body Temple 81 40

181 Dynamics CRM Service: Lesson 9.1 Advantages of Queues Queues are designed for shared work items Reports and Charts can be used to gain insight regarding queue items Queue item has a Worked By field Can now use Case Routing Rules to automatically route to proper Queue Body Temple 82 Dynamics CRM Service: Lesson 9.1 Personal Queues When users and teams are added, a default queue is configured. When assigned a queue item, it moves to the personal queue. System Queues These are containers for work items that a group of people will work from a list Users will mark those items the are working on Body Temple 83 41

182 Dynamics CRM Service: Lesson 9.1 Creating and Managing Queues A queue can have an alias; system settings can allow a queue to receive external When created, a queue has a status of Active Queues can be deactivated and reactivated as necessary Queues can be deleted, but not if items are in queue Body Temple 84 Dynamics CRM Service: Lesson 9.1 Working with Queues and Queue Items Delete Routing Route Work On Pick Release Remove Ellipsis options Queue Item Details Body Temple 85 42

183 Dynamics CRM Service: Module 10 - SLAs Understanding SLAs Understanding Entitlements Creating and managing entitlement templates Creating and managing entitlements Understanding the role of entitlement channels Associating entitlements with cases and understand the case resolution process when 86 entitlements are used Body Temple Dynamics CRM Service: Lesson 10.1 SLA Working knowledge of SLAs How and why to use them Body Temple 87 43

184 What is an SLA? Meet service levels when providing support Track indicators like First Response Time and Resolution Time for every Case Configurable interfaces to model different KPIs based on different case attributes Define actions when KPIs are not met Body Temple A typical SLA Conditions Customer Type Case Priority First Response Within Case Resolution Within Premium/Corporate High 1 business hour 1 business day Premium/Corporate Not High 4 business hours 2 business days Standard - 1 business day 5 business days Send warning to case owner Send to CSR/CSM; Update Case Set SLA met to No Send warning to case owner Send to CSR/CSM; Update Case Set SLA met to No Case Created First Response By 89 Case Resolved By Body Temple 44

185 Creating SLAs SLA: Track KPIs like First Response, Case Resolution, etc. for cases Set Org Default SLA and/or associated via Entitlements Specify business hours for time calculation Body Temple 90 SLA KPIs Model KPIs based case field conditions Define the success criteria for SLA KPI Specify failure/warning times & corresponding actions Body Temple 91 45

186 SLA & Entitlement Action Case created with no entitlement associated Applicable SLA Default SLA will be applied to the case. When no default SLA exists, no SLA will be applied to the case. Entitlement is associated to the case When the entitlement has an active associated SLA, the associated SLA will be applied to the case. When the entitlement does not have any active associated SLA, the default SLA will be applied to the case. When the entitlement does not have any active associated SLA and no default SLA exists, no SLA will be applied to the case Body Temple Dynamics CRM Service: Lesson 10.2 Entitlements Defines level & type of support to which customer is entitled Specify which contacts are entitled to services Specify amount of service per channel Body Temple 93 46

187 Topic 1: Entitlement Templates Start Date End Date Restrict based on entitlement SLA Allocation Type Decrease Remaining Body Temple Entitlement Templates Key Differences Not activated/deactivated like Entitlements Channel Terms and Products can be added Contacts cannot be added Only used for initial creation- does not sync Potential Uses Create Standard Service Template to be used as baseline for entitlements for customers Automation options- more choices based on template v. specific entitlement Body Temple 47

188 Entitlement Statuses Once activated, goes into waiting state update start date is reached. Once activated cannot be edited Start Date not reached Must be deactivated to edit Entitlement expires after end date is reached Only expired or cancelled entitlements can be renewed Body Temple 96 Decrease Remaining on When Decrement on Case Creation Creating a case with the associated entitlement will decrement remaining terms Associating an entitlement with an existing case will decrement remaining terms Canceling of the case with the associated entitlement will increment remaining terms When Decrement on Case Resolution Resolution of a case with the associated entitlement will decrement entitlement terms Reactivation of the case with the associated entitlement will increment entitlement terms NOTE: Initially set to Decrease on Case Resolution- if activated and changed to Case Creation, any open cases currently attached will not reduce the remaining terms Body Temple 48

189 Entitlement Channel Terms Allows to limit number of cases that can be opened from specific channel Custom channels can be added Channel terms total cannot exceed total terms for entitlement Receive error upon saving Once Activated, resets back to zero if not corrected Body Temple Products & Contacts Once Product or Contact is added to case Only valid entitlements for those products or contacts will be available for selection If no Product or Contact is added to the case All valid entitlements for that customer will be available to select Body Temple 49

190 Entitlements & SLAs with Cases Entitlement must be Active SLA must be Active Body Temple Timer Control Body Temple

191 Dynamics CRM Service: Module 11 Service Scheduling Understand common scenarios where the Scheduling Module can apply. Define and understand the context of basic elements of the Scheduling Module. Identify the role and importance of the Service Activity Scheduling Engine and Scheduling Process. Demonstrate how to create and modify Services and Selection Rules for the resources required to perform a service activity. Incorporate customer preferences when scheduling service activities. Describe the importance of sites, how to associate resources with a site and how to impose same-site restrictions on a resource selection rule. Configure resources and build selection rules to perform capacity scheduling. Understand how to create and manage service activities Body Temple 102 Service Scheduling Overview Microsoft Dynamics CRM includes a built-in Service Scheduling and dispatch system that provides a centralized, consolidated view of your professional service workers' calendars and schedules. Some of the benefits of Service Scheduling include: Scheduling appointments while improving service quality Preventing over-scheduling with predictable workloads for employees Ensuring reliable time estimates for your customers and clients Body Temple 51

192 Service Scheduling Scenarios The individual worker scenario is a situation where an individual worker needs to be scheduled to meet with clients, customers, or other appointments. A tax consultant A public accountant An attorney Body Temple Service Scheduling Scenarios The shift work and skills scenario is a business where workers need to be scheduled who have different skill sets working in different time shifts. Car and bicycle repair, body shops and oil change facilities Barber shops, salons and other personal services A blood donation center Body Temple 52

193 Service Scheduling Scenarios The complex schedule scenario is a business where workers need to be scheduled with different skill sets, working with specialized equipment, and located at different sites. A dentist office complex with one or more dentists, dental assistants, and technicians with various certifications, and specific equipment requirements. Multiple service facilities in different locations where scheduling is centralized. A hospital emergency room facility Body Temple Service Scheduling Scenarios The outbound service scenario is a business where workers need to be scheduled who have different skill sets, work with assigned equipment, and work on location. Construction Maid and facility maintenance services Landscaping services Carpet installation, cable installation Electric and gas utility maintenance and repair Body Temple 53

194 Scheduling Services Terminology Service Selection Rule Resource Users Facilities/Equipment Resource Group Site Service Activity Service Calendar Body Temple Scheduling Process Resources and Work Schedules Creating Services and Defining Selection Rules Scheduling Service Activities Allocating Resources Body Temple 54

195 Service Scheduling Procedures Service businesses share several components of a characteristic scheduling process: Planning Scheduling Delivery Follow-up Body Temple Resources Users Facilities/ Equipment Time Zone Considerations Work Schedules Body Temple 55

196 User Work Schedules Setting up work schedules in Microsoft Dynamics CRM enables schedules to: Factor in the users, facility, and equipment schedule in availability searches. Set a resources working hours, days, date ranges, and time zones Setup a reoccurring schedule. Define work hours Body Temple Work Hour Configuration Work Schedule Time Off Service Restrictions Business Closures Body Temple 56

197 Create a Service Body Temple Define a Selection Rule Body Temple 57

198 Define a Resource Selection Rule Example of resource selection rule with two resources and a same-site restriction: Body Temple Resource Groups Resource groups provide a convenient way to identify resources that might provide a specific service, such as a skill based classification. When working with resources, groups provide the following: Lets users build more sophisticated organizational structures. Enables organizations to create, organize, and manage the workforce and facilities/equipment that participate in the scheduling process. Helps organizations create a dynamic grouping of resources Body Temple

199 Resource Groups -Resources -Members of a Resource Group Body Temple Resources and the Scheduling Engine Body Temple 59

200 Capacity Requirements You can set up services and resources in Microsoft Dynamics CRM to take into account different-sized facilities or the experience levels of the users when a service is scheduled Capacity is a relative unit of measurement defined by a business. To use this feature, need to configure: Capacity requirement of the service Capacity of the resource providing the service Body Temple Capacity Requirements Example: A service Large-group Seminar - may have a capacity requirement of 100 seats Two resources, with the following capacities: Seminar Room 1: capacity 50 Seminar Room 2: capacity 120 Large-group Seminar service has a resource selection rule that draws from the Seminar Rooms resource group Scheduling engine will only suggest Seminar Room 2 for Large-group Seminar service Body Temple 60

201 Capacity Requirements Body Temple Capacity Setting on a Resource Schedule Body Temple 61

202 Setting Requirements on Service Schedule Body Temple Customer Preferences Account and Contact forms have Service Preferences sections Use those to specify customer s preference for: Service times and services Resources When you schedule for a customer with preferences set, scheduling engine will display preferred options and allow you to select them Body Temple 62

203 Creating and Managing Sites A site is the physical location where a user, facility or equipment can perform a service activity When customers make appointments, they can indicate at which site they want to receive the service Body Temple Managing Business Closures The business closure function provides a simple means to list company holidays and other business closures. Resources are not scheduled during business closures Closures do not have to be listed independently on each resource's calendar Those that have the "do not observe business closures" option selected on their working schedules are the only ones not affected Body Temple 63

204 Scheduling Engine Takes All Factors into Account Body Temple Working with the Service Calendar Service Activity Conflicts Viewing Details Navigating to the Service Calendar Body Temple 64

205 Service Calendar The Service calendar aids users by visualizing the organization's scheduling commitments and activities. The service activities calendar also provides the following: Views - Provides a number of helpful views or ways to look at the calendar. Ability to view, edit, and create items on the calendar. Ability to easily distinguish between various types of scheduled activities Body Temple Service Calendar In the calendar, users can do the following tasks and activities: View the organization's daily, weekly, and monthly schedule of appointments and service activities View work schedules and service schedules for a variety of resources Create new appointments and schedule service activities Change the status of an existing service activity Search for schedule conflicts Body Temple 65

206 Scheduling Calendar Service Activity Schedule Resources Reschedule Cancel Body Temple Dynamics CRM Sales: Module 12 Sales Management The objectives are: Gain a conceptual understanding of Microsoft Dynamics CRM Sales Management. Describe the role of the core record types used in Microsoft Dynamics CRM Sales Management Body Temple

207 Dynamics CRM Sales: Lesson 12.1 Core Records Represents Potential Lead Potential Sale Potential Customer Qualification: Determine Viability Should be considered temporary Initial Contact Determine Viability Move into Sales Process Body Temple 134 Dynamics CRM Sales: Lesson 12.1 Core Records Represent a qualified potential sale Opportunity Must be attached to Account or Contact record Have status values of: Open Won Lost Body Temple

208 Dynamics CRM Sales: Lesson 12.1 Core Records Can be used for sales order Quote processing scenarios Order Invoice If used with product catalog and a price list, can be automatically created from an originating opportunity Can also be created independently Body Temple 136 Dynamics CRM Sales: Lesson 12.1 Sales Territories Group users into one territory with a common manager for a specified territory Manager Role Salesperson Role Lead Management Body Temple

209 Dynamics CRM Sales: Module 13 Leads and Opportunities The key objectives of this module are to: Examine the Lead to Opportunity process and the roles of these records Converting Leads Understand Lead record management Understand how Competitors are used Body Temple 138 Dynamics CRM Sales: Lesson 13.1 Role of Leads and Opportunities What is a Lead? When can Leads be used? What is an Opportunity? How can Leads and Opportunities be used as part of a sales process? Body Temple

210 Dynamics CRM Sales: Lesson Body Temple 140 Dynamics CRM Sales: Lesson 13.1 Converting Leads from Body Temple

211 Dynamics CRM Sales: Lesson 13.2 Tracking and converting Leads After a lead is contacted, the status of the lead is updated in one of two ways: Leads that show an interest in buying become opportunities Leads that show no interest are disqualified, but are retained in the database for business reporting purposes Body Temple 142 Dynamics CRM Sales: Lesson 13.2 Lead to Opportunity Lead No Disqualified Lead Locked Conversion Qualified? Qualified Lead Yes Locked Opportunity Contact Account Body Temple 71

212 Dynamics CRM Sales: Lesson 13.2 Disqualifying and Reactivating When it is determined that a lead is not interested in the company's products, the lead must be disqualified. The lead can be deleted, but if it is disqualified, the details of the lead remain in the system. That way, the lead can be reactivated and qualified at any time. If the lead is deleted, the related information 144 is lost Body Temple Dynamics CRM Sales: Lesson 13.3 Opportunity Management Opportunity is a Potential Sale Opportunity Processes Creating Opportunity Records Competitors Body Temple

213 Dynamics CRM Sales: Lesson 13.3 Opportunities Can be created manually, converted from a lead, or converted from an activity Are always attached to a customer record Can have a status of Open, Won, or Lost Can be closed as Lost, and later re-opened Can be deleted but there s good information in lost opportunities Body Temple 146 Dynamics CRM Sales: Lesson Body Temple

214 Dynamics CRM Sales: Lesson 13.3 User Provided and System Calculated Pricing System Calculated-Estimated Value is calculated based upon the currency, price list, and products selected. User Provided-Estimated Value is manually entered by the user. Does not take currency, price list, and products selected into account Body Temple 148 Dynamics CRM Sales: Lesson 13.3 User Provided and System Calculated Pricing System Calculated-Estimated Value is calculated based upon the currency, price list, and products selected. User Provided-Estimated Value is manually entered by the user. Does not take currency, price list, and products selected into account Body Temple

215 Dynamics CRM Sales: Lesson 13.3 Managing Opportunities Open Opportunity Lost Lost Opportunity Competitor Date Closed Closed Opportunity Resolution Activity Won! Won Opportunity Revenue Date Closed Closed Opportunity Resolution Activity Body Temple Dynamics CRM Sales: Lesson 13.3 Closing Opportunities When an opportunity is won or lost, it needs to be marked as closed Closing an opportunity does not delete it from the system, but the opportunity is no longer available in the list of active opportunities and the fields become read-only. It is better to close an opportunity rather than deleting it That way, notes and attachments that are associated with the opportunity are saved for future reference and the opportunity can be reopened if interest is renewed Body Temple

216 Dynamics CRM Sales: Lesson 13.3 Connecting with Other Records Products Activities Documents Connections Audit History Body Temple 152 Dynamics CRM Sales: Lesson 13.4 Sales Literature Can use Sales Literature as Repository for customer-ready materials Can be associated with: Products: spec sheets, marketing flyers Competitors: do we compete on specific products? Marketing campaigns: special offers, targeted products In Outlook, can attach and send Sales Literature for tracked s Body Temple 76

217 Dynamics CRM Sales: Lesson 13.5 Competitors Use to track competitors Can be associated with: Products Sales Literature Open Opportunities Lost Opportunities Body Temple 154 Dynamics CRM Sales: Lesson 13.5 Connecting Competitors to Opportunities Open Opportunities: which opportunities is the competitor competing on? Opportunities closed as Lost: what can be learned from a loss? Competitor Win/Loss report Body Temple

218 Dynamics CRM Sales: Module 14 - Products The objectives are: Identify the features and benefits of the product catalog Create and maintain unit groups for the product catalog Add products to the product catalog, and describe the use of kit products and substitute products Create price lists and for different customers, marketing campaigns and offers Working with Currencies Creating Product Bundles Viewing Products in Hierarchical charts Body Temple 156 Dynamics CRM Sales: Lesson 14.1 Product Catalog Unit Groups Products Price Lists Discount Lists (Optional) Body Temple

219 Dynamics CRM Sales: Lesson 14.1 Price Lists can be used with: Opportunities Quotes Orders Invoices Opportunities User Defined System Calculated Multi-Currency Marketing Campaigns Body Temple 158 Dynamics CRM Sales: Lesson 14.1 Setting Up Unit Groups Specify units in which products are sold Every unit group has a primary unit, in which other units are defined Body Temple

220 Dynamics CRM Sales: Lesson 14.1 Adding and Maintaining Products Product information ID and Name Unit Group Default Unit List Price and Cost Products can also be grouped together as part of a Product Family and Bundle Body Temple 160 Dynamics CRM Sales: Lesson 14.1 Price List and Price List Items Can have one or more price lists Each price list can have multiple price list items The price list item specifies how the item is priced for an opportunity using that price list Body Temple

221 Dynamics CRM Sales: Lesson 14.1 Pricing Methods Currency Amount: Use this to ignore a product's list price in the product catalog and to enter a different price manually for this price list. Percent of List: Use this to calculate a product's price in the price list as a percentage of its list price. Percent Markup: Current Cost: Use this to add a percent markup on top of the current cost entered in the product catalog. This is also available for the Standard Cost field. Percent Margin: Current Cost: Use this for the price offered in the price list to yield a percentage margin of the current cost. This is also available for Standard Cost Body Temple 162 Dynamics CRM Sales: Lesson 14.1 Discount Lists Can be associated with price lists Within a price list, can apply a discount for a price list item for quantities in specified ranges Body Temple

222 Dynamics CRM Sales: Lesson 14.2 Product Bundles and Families Add related products together Increase sales by encouraging customers to buy a group of products Pair a top-selling product with a less popular one Offer special discounts on bundled products Bundled products can be associated with: Opportunity Quote Order Invoices Body Temple 164 Dynamics CRM Sales: Lesson 14.2 Product Bundles, Families and Sales Sales operations managers can easily add products to the system and bundle related products together Sales operations managers can provide tailored pricelists Sales operations managers or customizers can localize the product catalog for different regions with localisation tools. Salespeople can visualize all the products and product bundles your company sells by viewing products in hierarchical charts Salespeople can see suggestions for cross-selling and up-selling Body Temple

223 Dynamics CRM Sales: Lesson 14.2 Viewing Products in hierarchical charts Product Family Product Bundle Within Bundles, we can have Products. We can also have products tied directly to Product Families Body Temple 166 Dynamics CRM Sales: Lesson Body Temple

224 Dynamics CRM Sales: Lesson 14.2 Bundle related products Identify quantities that come with a bundle Position products at the best price Cross-selling suggestions Up-selling suggestions Territory based Body Temple 168 Dynamics CRM Sales: Lesson 14.2 Inherited Product Properties Product properties can be created for product families. Product properties describe attributes or values that apply to the products in the family. For example, colour, size, organization name, version They can be updated by sales people when include these products in Opportunities Quotes Orders Invoices Body Temple

225 Dynamics CRM Sales: Lesson 14.2 Base Language Organization Name Max #of Users Single Line of Text Whole Number Option Set Others Read Only? Default Value? Required? Hidden? Body Temple 170 Dynamics CRM Sales: Lesson 14.2 Facilitates Cross-Sell and Up-Sell Appears as suggestions on: Opportunities Quotes Orders Invoices Body Temple

226 Dynamics CRM Sales: Lesson 14.2 Product Relationships Body Temple 172 Dynamics CRM Sales: Lesson 14.2 Product Life-Cycle Management with Versioning Manage the state of a product throughout its lifecycle Draft Active Retired Under Revision Only Active products with valid price lists are available on Opportunities Quotes Orders Invoices Body Temple

227 Dynamics CRM Sales: Lesson 14.2 Preview and Clone Products Saves configuration time Visualise how the product will appear to a salesperson before it is activated Body Temple 174 Dynamics CRM Sales: Lesson 14.3 Currency Base Currency Multiple Currencies Impact on Money fields Body Temple

228 Dynamics CRM Sales: Lesson 14.4 Microsoft Dynamics CRM Sales Order Processing Often integrated with financial management systems Product catalog can be used to centrally manage pricing Opportunities created with System Calculated Pricing can be priced automatically, and can automatically generate quotes, orders, invoices Body Temple 176 Dynamics CRM Sales: Lesson 14.3 Adding line items to Opportunities If the System Calculated revenue option on an opportunity is selected and a price list specified, one or more Line Items can be added to an opportunity record and have Microsoft Dynamics CRM automatically calculate the total value for the potential sale Body Temple

229 Dynamics CRM Sales: Lesson 14.3 Quotes Quotes can be used to present customer with a firm offer If System Calculated Pricing is used, can be generated automatically from opportunity: 1. Open an opportunity record with system calculated pricing, and note the value of Est. Revenue, and the opportunity line items. 2. Click Quotes, and then click Add New Quote. A new quote is created with the same terms as the opportunity Body Temple 178 Dynamics CRM Sales: Lesson 14.3 Quote Lifecycle Quotes have a characteristic life cycle New quote records saved with status of Draft Body Temple

230 Dynamics CRM Sales: Lesson 14.3 Quote Actions Look Up Address works best when used with More Addresses and Address Name field on customer records Use Get Products action to build a quote, automatically pulling all line items (products, prices and quantities) from a previously created opportunity record Use Mail Merge to print a quote with Print Quote for Customer in Actions group Body Temple Dynamics CRM Sales: Lesson 14.3 Quote Life Cycle When activated, status changes to Active. Active quotes are read-only Print Quote for Customer Create Order. Closes Quote as Won, optionally can close opportunity Revise. Changes status back to Draft, can revise and reactivate Close Quote. Closes Quote as Lost Body Temple

231 Dynamics CRM Sales: Lesson 14.4 Working with Orders Create a new order Create orders from quotes Fulfill an order Order Status values Open Fulfilled Cancelled Body Temple Dynamics CRM Sales: Lesson 14.4 Convert Quote to Order Optionally close Opportunity Body Temple 91

232 Dynamics CRM Sales: Lesson 14.4 Working with Invoices Create an invoice from an order Close an invoice as Canceled or Paid Invoice Status values Open Paid Cancelled Body Temple Dynamics CRM Sales: Module 15 - Goals The objectives are: Create and manage goals for individuals, teams, and the organization. Configure Fiscal Periods. Define Parent and Child Goal Records. Work with individual Goal records. Create Rollup Queries Body Temple

233 Dynamics CRM Sales: Lesson 15.1 What is Goal Management? Goal Management Concepts: Goal Metric Goal Target Goal Owner Parent Goals Rollup Queries Body Temple 186 Dynamics CRM Sales: Lesson 15.1 Three Goal Metrics are pre-configured: No. of Cases No. of Product Units Revenue Body Temple

234 Dynamics CRM Sales: Lesson 15.1 To create a Goal Metric Metric Type Amount Data Type Track Stretch Target Body Temple 188 Dynamics CRM Sales: Lesson 15.1 Fiscal Year Settings System Wide Configuration Can be changed if necessary Body Temple

235 Dynamics CRM Sales: Lesson 15.1 Rollup Field Source Record Type Source Field Source Record Type State Source Record Type Status Record Type Actual Close Date Body Temple 190 Dynamics CRM Sales: Lesson 15.2 After Goal Metrics are created, can create Goals Goals include the following required information Goal Metric on which goal is based Goal Owner Time Period (Fiscal or Custom) Target Value Goal also contain calculated fields Actual In-Progress Body Temple

236 Dynamics CRM Sales: Lesson 15.2 Goal Metrics are the foundation element Underlying record type Metric Type: Amount or Count Contributing fields How status values map to Actual and In-Progress Goals are more specific Always based on a Goal Metric Specify goal owner Time Period Target value Contain calculated fields for Actual and In-Progress Body Temple Dynamics CRM Sales: Lesson 15.2 Parent Goals Any goal can have child goals Must use the same goal metric Body Temple

237 Dynamics CRM Sales: Lesson 15.2 Rollup Queries Goals not based on user e.g product Options: Roll Up Only From Child Goals Record Set for Rollup Body Temple 194 Dynamics CRM Sales: Module 16 Analysis and Reports The objectives are: Use Lists, Views and Charts to obtain important sales information. Use sales reports to review potential opportunities, forecast revenue, and analyse sales productivity. Export the results of an Advanced Find or view a Microsoft Office Excel spreadsheet using the Export to Excel feature. Create and share personal charts and system charts. Work with and create dashboards Body Temple

238 Dynamics CRM Sales: Lesson 16.1 Reports Several pre-configured management reports available Can create custom reports with Report Wizard Additional methods to create reports Body Temple 196 Dynamics CRM Sales: Lesson 16.1 Sales Reports Sales History Report for closed opportunities Sales Pipeline Report for open opportunities Service Reports Service Activity Volume Report Case Summary Table Report Neglected Cases Report Top Knowledge Base Article Report Body Temple

239 Dynamics CRM Sales: Lesson 16.2 Personal Charts - charts created by end users System Charts - charts available by default and charts created by customizers and administrators within a Solution. Working with Charts: Expand or collapse Chart Pane to right of grid Commands on Charts tab to move pane or create new chart Chart always displays data in current view Body Temple 198 Dynamics CRM Sales: Lesson 16.2 Creating Custom Charts By default, all users can create Personal Charts Personal Charts only visible to creating user System Administrators can create System Charts By default, System Charts available to any user with permissions to underlying record type Body Temple

240 Dynamics CRM Sales: Lesson 16.2 Types of Chart Column chart Bar chart Area chart Line chart Pie chart Funnel chart Multi-Series chart Comparison chart (Stacked chart) Body Temple 200 Dynamics CRM Sales: Lesson 16.3 Personal dashboards can be created by any user System dashboards can be created by system administrator, visible to all users by default Dashboard charts must have a default view Personal dashboards can use Personal or System views, and Personal or System charts System dashboards can only use System views and System charts Body Temple 100

241 Dynamics CRM Sales: Lesson 16.3 Dashboards are specialized web pages Created based on templates Can insert Charts, Lists, Web Resources or Iframes or Social Insights Body Temple 202 Dynamics CRM Sales: Lesson 16.3 Sharing Dashboards Sharing Charts Sharing Views If sharing a dashboard with personal charts or views, each chart and view needs to be shared individually Body Temple

242 Dynamics CRM Sales: Module 17 Social The objectives are: Explain Social Engagement functionality within CRM Social Channels Keywords Add Social Insights to forms, chart and dashboards Body Temple 204 Dynamics CRM Sales: Lesson 17.1 Social Engagement Monitor key developments at your top accounts Gain important insights about your competitors Spot purchasing signals and generate leads from social web Body Temple

243 Dynamics CRM Sales: Lesson 17.1 Social Engagement Body Temple 206 Dynamics CRM Sales: Lesson 17.1 Social Engagement Sources Tumblr.com blog posts WordPress Twitter Facebook Video posts published on YouTube. News Body Temple

244 Dynamics CRM Sales: Lesson 17.1 Social Engagement Add Social Insight based charts Add Social Insight to dashboards Add Social Insight to forms (iframe) Body Temple 208 Dynamics CRM Sales: Appendix A What s New The objectives are: New features in CRM 2013 New features in CRM 2015 New features in CRM 2015 Update Body Temple

245 Dynamics CRM What s New: Lesson A1.1 What s New in CRM 2013 and CRM 2013 SP1 New UI and Navigation Quick Create form Quick View forms Business Rules (improved in 2015) Business Process Flows (improved in 2015) Real time / Synchronous Workflows Body Temple 210 Dynamics CRM What s New: Lesson A1.1 What s New in CRM 2013 Auto Save Role-Based Security Teams (owner Teams) and Access Teams Native Mobile Apps Database encryption Composite fields Inline editing Body Temple

246 Dynamics CRM What s New: Lesson A1.1 What s New in CRM 2013 Yammer Integration Skype & Lync Integration (Phone Number field) Bing Maps Server Side Sync FetchXML Outer Join Image field Body Temple 212 Dynamics CRM What s New: Lesson A1.1 What s Gone in CRM 2013 Get started pane Popups Body Temple

247 Dynamics CRM What s New: Lesson A1.2 What s New in CRM 2015 Product families Sales hierarchies Mobile sales improvements Disconnected scenarios Cortana Voice commands on Windows Phone Body Temple 214 Dynamics CRM What s New: Lesson A1.2 What s New in CRM 2015 SLAs and Entitlements Social Engagement Multi-Entity search in web application Outlook Client Configuration and Sync Body Temple

248 Dynamics CRM What s New: Lesson A1.2 What s New in CRM 2015 Calculated Fields Rollup Fields Field Level Security on System Fields Customised Help Body Temple 216 Dynamics CRM What s New: Lesson A1.3 What s New in CRM 2015 Update 1 Improved navigation and UI Immersive Excel experience Excel export completely redesigned Embedded OneNote Track by folder Social sales Mobile sales Integrated Parature knowledge base Body Temple 108

249 Dynamics CRM What s New: Lesson A1.3 What s New in CRM 2015 Update 1 Server-based authentication with CRM Online and SharePoint Colour scheme / logo to match your brand New behaviour of the Date and Time data type Channel Engagement Framework Rollup fields across all activities / activity parties Clear fields with Business Rules Move back a stage in Business Process Flows Call Actions from workflows Body Temple Dynamics CRM What s New: Lesson A1.3 What s New in CRM 2015 Update 1 Alternate keys for CRM records Remodelled Navigation bar CRM Online Storage Management and Service Health at Instance level Change Tracking API Body Temple

250 Microsoft Dynamics CRM 2015 MCRM\MCRMOL 2015 Applications 110

251 Course Objectives Manage and deploy your customizations. Configure role-based security. Customize entities, add fields and relationships. Build forms for users to input and retrieve data. Present clear information in views and charts. Combine data sources on a dashboard. Go beyond role-based record-level security. Assist users through their business processes. Module 1 Introduction to Customizing Microsoft Dynamics CRM

252 Module 1: Objectives Describe how Solutions help manage changes. Discuss using Publishers and prefixes to help identify the source of changes. Define some terminology for key components. Introduce Adventure Works Cycles and outline their business requirements. Microsoft Dynamics CRM Implementation Guide Includes four guides: Planning Guide Installing Guide Operating and Maintenance Guide Customization Guide (new for Microsoft Dynamics CRM 2013) 2

253 Solution concepts Default Solution contains all components of the system (Organization). Advantages to using your own Solution include: Work with a selected set of components instead of everything at once in the Default Solution Organise selected components to deploy related changes together. Exported Solution zip file will be smaller. Keep exported Solutions for change management. Solution properties Display Name Name Cannot be changed Used for file name of exported solution package Version Number Up to four numbers separated by decimals major.minor.build.revision format: year.month.day.revision format: Appended to Name to create exported filename 3

254 Solution Publishers Solution must have a Publisher. Use Default Publisher or create your own. Prefix used for name of some components. Define who is doing the changes, or for which set of requirements. No more than eight lower case letters and numbers. Managed Solutions can only be updated by Solutions from the same Publisher. Option Value prefix for Option Sets. Solution Components Schema Entities Fields 1:N / N:N Relationships Option Sets User Interface Forms Views Charts Dashboards SiteMap Ribbons Templates Contract KB Article Mail merge Miscellaneous Security Roles Field Security Profiles Connection Roles Reports Solution Publisher System Settings Processes / Steps / Code Workflows Dialogs Business Process Flows Business Rules Actions Web Resources Plug-in Assemblies SDK Message Processing Steps 4

255 Multiple Solutions Any Solution you create is unmanaged and can be modified. More than one customizer can work in their own Solution on the same system. Solutions contain references to existing or new components in the Default Solution. Any changes made in one Solution are also visible in other Solutions in same Organization. Export a Solution Export Solution and all the components in it as a compressed file in.zip format. Filename is Solution Name + Version by default. Contains XML, XAML,.DLL, images and other files. Warning if dependent components are missing. Managed Solutions are for distributing customizations, such as ISV add-ons. Internal developments usually use Unmanaged. Default Solution can be exported (Unmanaged). 5

256 Import a Solution Updates components already in the system. Adds new components. Dependent components must already be in the target system, or be included in the Solution. Managed Solution keeps components. Solution can be removed to delete all components. Unmanaged Solution cannot be uninstalled Writes changes into the Default Solution. Can be removed but changes remain in the system. Deploying changes using Solutions Development Feedback User Acceptance Testing (UAT) Live / Production Environment

257 Solution Compatibility Dynamics CRM 2011 Solutions Cannot be imported into Dynamics CRM 2015 Dynamics CRM 2013 Solutions Ability to import into Dynamics CRM 2015 Dynamics CRM 2015 Solutions Ability to import into Dynamics CRM 2015 Introduction to Entity Customization An Entity is a type of record. Examples: Account, Case, Article, Business Unit. Table in the database stores data records. Metadata describing how the entity is presented to users, such as Display Name. A Form displays a single record. Contains fields, sub-grids, and other components. Provides client-side scripting and features such as Business Process Flows and Business Rules. 7

258 Introduction to Entity Customization (cont.) A View displays a list of several records. Filter criteria define the records that are displayed. View columns contain field values. A Chart provides a visualisation of data. Used in combination with a view that filters records. A Field contains one piece of data. Column in the entity table. Control on a form, column in a view. Also known as attribute, especially by developers. Customizing an Entity You must publish the entity for the changes to take effect if you modify properties of: Entity, field, form, view or chart components. All components in an entity node of the solution explorer are published together, no selective publish. New components are published on first save. If you use Save As to make a copy, this copy is published, not the changes you later make. 8

259 Component Dependencies Dependent components that rely on this one Required components that this one must have Adventure Works Cycles Manufactures and sells bicycles, accessories, parts and clothing through retail partners, and directly to the public on their website. Already using Microsoft Dynamics CRM 2015 to manage sales, marketing and service processes. They have additional requirements for the next phase of the project. All demonstrations and labs in this course follow a single case study scenario. 9

260 Event Management (demonstrations) Custom entity Event Custom entity Venue Relationships to Account as Venue or Event Operator Connection Roles to manage relationships between Events, Contacts and Users Views, Forms, Charts and Dashboards for all the above components New Product Development (NPD) (labs) Security Roles to manage access for Marketing and Service team members working together Custom entity Idea Custom entity Prototype Custom Activity entity - Feedback Views, Forms, Charts and Dashboards for all the above components Business Process Flow for NPD process 10

261 Module 2 Building a Security Model in Microsoft Dynamics CRM 2015 Module 2 Objectives Explain how to create a Business Unit hierarchy to model your security needs. Describe how to define privileges and access levels in Security Roles. Discuss how Users and Teams get privileges when assigned multiple Security Roles. Explain how to manage Users and Teams. Review best practices for configuring security. 11

262 Purpose of the Security Model Control access to records Define actions that users can take on records, based on who the user is, and who owns the record. Control access to UI elements Forms, Dashboards, Business Process Flows Control access to features Simplify the user experience User interface will hide entities, records and features a user does not have the privileges to use. Business Units Contain Users, Teams, Security Roles. Define boundaries for Security Role Access Levels. First Business Unit is the Root Business Unit. Created when Organization is deployed, with same name as the Organization. Child Business Units linked in a hierarchy. Similar to an organization chart, but you do not have to replicate your organization chart - create only the Business Units needed to meet security needs. 12

263 Business Unit Hierarchy Sales Channel Sales Consumer Sales Adventure Works Cycles Marketing Root Business Unit Can be renamed Cannot be disabled or deleted Service Cannot be moved to have a parent Business Unit Child Business Units Can Support be renamed Can be disabled then deleted Can be moved under a new parent Projects Business Unit Security Roles 15 Default Security Roles already in the system. Define the permissions a User or Team has. Options for assigning Security Roles to users: Modify the default roles before you assign them. Create copies of the default roles as templates. Create new Security Roles, adding the privileges you require usually only for roles with few privileges. System Administrator role cannot be modified. At least one user must have this role. 13

264 Privileges and Access Levels Privileges describe actions that a user can take. Access levels define the scope of the privilege. Entity Privileges: up to five access levels Organization-owned entities: None or Organization. User or Team-owned entities: None, User, Business Unit, Parent: Child Business Unit, or Organization. Access Levels specify where the user is in relation to the owner of the record. Miscellaneous Privileges: None or Organization Security Roles: Entity Privileges 14

265 Security Roles: Miscellaneous Privileges Business Units Adventure Works Cycles Sales Marketing Service Channel Sales Support Consumer Sales Projects 15

266 Security Role Access Levels Organization Adventure Works Cycles Business Unit Sales Marketing Service Parent: Child Business Unit Channel Sales Support Consumer Sales Projects Inherited Security Roles New Security Role Adventure Works Cycles New Security Role Sales Channel Sales Marketing New Security Role New Security Role Service New Security Role Support New Security Role Consumer Sales New Security Role Projects New Security Role 16

267 User Management Checking user credentials (name and password) is handled by external authentication provider After user is signed in, Microsoft Dynamics CRM security model is used to control access within the application Disable a User record to prevent access You cannot delete Users Change Business Unit to move a User (or Team) All Security Roles will be removed when you do this Using Teams Teams contain Users. Used for managing security, reporting, sharing. Default Teams contain all users from a Business Unit, you cannot add or remove Users. Owner and Access Teams. Sharing records, views, charts and dashboards. Assign Security Roles to Teams Users can use the Team privileges. Works from the position of the Team in the hierarchy. 17

268 Assigning Security Roles For a single User or Team Manage Roles, then select the roles the User or Team should have, and deselect the roles they should no longer have. For multiple Users or multiple Teams Manage Roles, then select the roles to add to the Users or Teams Existing roles are not shown, so you cannot remove a role from multiple Users or Team this way Security Roles: Layered Approach Read Write Assign Security Role: Baseline for all users Security Role: Sales Person Account Opportunity Case Account Opportunity Case 18

269 Security Roles: Effect of Multiple Roles User gets all the privileges of all their roles Security Role: Baseline for all users Account Opportunity Case Read Write Assign Effective Permissions: Sales Person Account Opportunity Case Security Roles: Layered Approach Read Write Assign Security Role: Baseline for all users Security Role: Sales Person Security Role: Sales Manager Account Opportunity Case Account Opportunity Case Account Opportunity Case 19

270 Security Roles: Effect of Multiple Roles User gets all the privileges of all their roles Security Role: Baseline for all users Account Opportunity Case Read Write Assign Effective Permissions: Sales Person Effective Permissions: Sales Manager Account Opportunity Case Account Opportunity Case Security Roles: Non-Layered Approach Security Role: Baseline for all users Security Role: Sales Person OR Security Role: Sales Manager Account Opportunity Case Account Opportunity Case Account Opportunity Case Read Write Assign 20

271 Exercise Lab 1A: Create a Solution NPD and Feedback Solution Lab 2A: Configure Security Roles. Lab 2B: Configure User Access Exercise 1 Exercise 2 Access to Records Using Teams: Lab 2B Adventure Works Cycles Service AWC Customer Service Security Role Marketing AWC NPD Security Role Product Development Team Connie Connie s Case Assign Alan Alan s Case Ben Ben s Case 21

272 Manager Hierarchy Position Hierarchy 22

273 Module 3 Customizing Entities Module 3 Objectives Describe different types of entities. Create a custom entity and custom activity entity. Discuss the configurable properties of an entity Detail how to modify an existing entity Consider deleting entities, and limitations on this. 23

274 Types of entity System entities Built-in entities created when system is deployed. Many can be modified, some cannot. Cannot be deleted. Cannot be locked down by a managed Solution. Custom entities Created by system customizer or Solution import. Can be modified or deleted (unless managed properties from a Managed Solution prevent this). Entity Ownership Ownership: User or Team Owner field added Security Role privileges have five access levels. Used for accountability, or for security (or both). Ownership: Organization No owner field. Security Role privileges have two access levels. Used when people will have access to all the records of the entity, or none. 24

275 Activity Entities Some of the entity properties are predefined and cannot be changed. All Activities share some common fields with the ActivityPointer entity. No separate Security Role privileges. Can be hidden from usual Activity menus. Entity Properties Display Name and Plural Name can be changed. Plural name used in names of default views. Plural name used in navigation to related entities. (Schema) Name cannot be changed. Note schema name uses Publisher prefix. Primary Field. Must be a text field. After entity is saved, modify like any other field. Properties cannot be changed for Activity entities. 25

276 Demonstration Create a Custom Entity New entity for Adventure Works Cycles requirements to manage Events. Additional Entity Properties Configure features to use with the entity Business Process Flows, Mail merge, Auditing Configure clients that can use the entity Outlook, CRM for Tablets, CRM for Phones Relationships to frequently-used system entities Activities, Notes, Connections, Queues Note: Some properties cannot be disabled after they have been enabled. 26

277 Exercises Lab 3A: Create Custom Entities Idea and Prototype entities Lab 3B: Create a Custom Activity Entity Feedback entity Module 4 Customizing Fields 27

278 Module 4 Objectives Review available data types and display formats. Create a field and edit its properties. Configure local and global Option Sets. Modify the values of the Status Reason field. Discuss dependencies and the impact of deleting a custom field. Field Stores a single value of a defined data type Fields of the same data type can be formatted to display in different ways. Appears as a control on a form Used as a display column in a view Can be used as part of a query Data is stored in a column in the entity table in the SQL database Also known as an attribute by developers 28

279 Microsoft Dynamics CRM 2015 Field Types Field type SQL data type Description Space (bytes) Single line of Text nvarchar(n) Short text no longer than 4,000 characters Option Set int A pick-list of options, stored as an integer with associated labels. Either specific to a field, or a global list available to all fields. 2 number of characters (n) Two Options bit 0 or 1; Displays Yes or No; True or False or any other two values. Up to 1 Image uniqueidentifier A foreign key value (GUID) that will link to an image record. 16 Whole number int Integer from -2,147,483,648 to +2,147,483,647 4 Floating Point Number float Numbers with up to 5 decimal places. Range ± 100,000,000,000 8 Decimal Number decimal Numbers with up to 10 decimal places. Range ± 100,000,000, Currency Multiple Lines of Text money nvarchar(max) A number representing a currency value with up to 4 decimal places and in the range ± 922,337,203,685,477. Text that will extend over more than one line. Can hold up to 100,000 characters Date and Time datetime Stored internally as UTC date and time; displayed in local format. 8 Lookup uniqueidentifier A value (GUID) that will link to a record of a particular entity number of characters Field Display Formats Single Line of Text Format Text Text Area URL Ticker Symbol Phone Description Validated for address format Can be double-clicked in the user interface to start a new in the User s client. Single line of plain text. Displayed as multiple lines of text. The number of lines to use is configured on each form. Validated for URL format and characters. Must begin with http, https, ftp, ftps, onenote or tel. Prefixed with if none of those found. Displays symbol (such as MSFT) and formats as a clickable link to money.msn.com showing performance of the stock with that symbol. Formatted as a link to support click to dial applications. Note: not validated, formatted or grouped to any particular numbering format. 29

280 Option Set and Two Options Fields Store a numeric value but display a related label. Option sets store integers. Two Options (also known as bit fields) store 0 or 1. Configured for a default value. Option set can have default value of unassigned (null). Two Options cannot store null, must be 0 or 1. Option Set always appears as a picklist. Discussed in more detail later in this module. Two Options display format is set on a form. Numeric Fields Common Properties Minimum and maximum values. Invalid values cause an appropriate error to be displayed to remind user of the limits in place. Precision property Whole Number not applicable Floating Point 0 to 5 decimal places Decimal 0 to 10 decimal places Currency 0 to 4 decimal places, Pricing Decimal Precision, or Currency Precision 30

281 Compare Floating Point and Decimal Floating Point can give faster performance for calculations, at the expense of tiny inaccuracies in the least significant decimal place. Floating Point is suitable for most purposes. Use Decimal if you need the best precision. Use Decimal if you must use queries with equals instead of greater than or less than. When transferring data between systems, avoid converting a value from one type to another. Field Display Formats Whole Number Format None Duration Time Zone Language Description Field is displayed and stored as the same integer number A number of minutes. The user can select from a picklist of options in minutes, hours or days, or they can type any value which is a number of whole minutes, such as 2.5 hours or 1.25 days. Note: 1 day = 24 hours, not a working day. User chooses a time zone from a standard pick list, which is stored as an integer value. User can choose from a picklist of languages which are installed on the CRM server. This is stored as a language country ID (LCID) which is an integer value. For example 1033 is English, 1036 is French. 31

282 Currency Extra fields added for a currency field named price Field <prefix>_price <prefix>_price_base currency exchangerate Purpose Custom field added to store a monetary value. Value of the currency field converted into the base currency for the Organization. Lookup field to choose an installed Currency. This is automatically added for the first currency field. Exchange rate between the chosen currency and the base currency when any currency field on the record was last updated. This is automatically added for the first currency field. Currency Field Precision Precision setting Currency Precision Pricing Decimal Precision Fixed Value 0 through 4 Effect Uses the precision normally associated with the currency selected for the record in question Uses the number of decimal places defined for the Organization in System Settings, from 0 to 4 This field will use a fixed number of decimal places regardless of the currency chosen. Note that zero can be a good choice for fields containing estimated values if a higher display precision would imply greater accuracy in the estimate than is actually the case. 32

283 Date and Time Always stored as a Date and Time. Displayed as Date and Time, or Date only Stored in Coordinated Universal Time (UTC). Converted to user s local timezone and preferred display format when displayed. Converted from user s local timezone to UTC when updated, even if Date only display format. Consider implications for Date only fields that are updated and viewed across timezones. Lookup Fields A lookup holds a link to another record. Stores the globally unique identifier (GUID). Displays the primary field of the linked record. For example, Account Name or Contact Full Name. Lookups are associated with 1:N relationships. On a form, a lookup can be filtered based on another relationship. For example, on Account, Primary Contact is filtered to only show Contacts who work for the Account. 33

284 Image Field 24 system entities have an image field already 8 of these are enabled by default 16 will not show an image on the form until you enable it by changing the Primary Image property of the entity from [None] to the name of the image field You cannot add an image field to other system entities You can add one image field to a custom entity, which enables it by default, but you can turn it off Schema name is always entityimage (no prefix) System Entities with an Image Field Account Case Article Contact Contract Sales Literature Lead Campaign Mailbox Product Opportunity Product Server Profile Competitor Order Currency Resource Invoice Organization Publisher Queue Goal User Connection Territory 8 in the left column highlighted in bold are enabled by default 34

285 Microsoft Dynamics CRM 2015 Field Types Calculated Field Calculates values and puts result in a new field Rollup Field Aggregates values over related records Supported Data Types Option Set Two options Whole number Decimal Number Currency Date and Time Supported Data Types Whole Number Decimal Number Currency Date and Time Field Display Name and Name Display Name used in several places: As the column heading in a view. Used by default when field is added to a form. This label can be modified in the form editor. Any list of fields, such as: Form editor Field Explorer, Advanced Find, Field mappings, Workflow steps. (Schema) Name is used for the column in the database Also used in JavaScript and other code Display Name can be changed, Name cannot 35

286 Field Properties Field Requirement Optional, Business Recommended, Business Required Only enforced on forms Can be modified by Business Rules or JavaScript Searchable (available in Advanced Find queries) Field Security Auditing Description Used as an infotip on forms to help users Option Sets Stores values as integers Displays text labels associated with the values Customize options and labels Local Option Set only available for a single field on a single entity Global Option Set can be used with more than one field on more than one entity Consider advantages of each type before creating a new field 36

287 Local Option Sets and Field Mapping Option set fields are mapped between entities based on the underlying integer values Make sure option sets have equivalent labels Event Type Product Demo 1 Market Research 2 Product Launch 3 Trade Show 4 Booking Type 1 Product Demo 2 Product Launch 3 Market Research???? Modifying Option Sets New labels used for new and existing records Deleted options leave old records unchanged the records still store the old value Old records will be updated to the current default value when the record is opened. Use Advanced Find before deleting an option and update records to a new value, or clear the old one With many options, or lists which might change frequently, consider a lookup to a custom entity 37

288 Status and Status Reason Status is the main state of a record Most entities have two states: Active and Inactive Some system entities have more than two, and/or use different names for these states. Cannot be customized Status Reason provides detail Each Status Reason is associated with one State Default Status Reasons for custom entities are Active and Inactive. You can rename these. You can change labels and add more options. Status Reason Transitions Case or custom entities Enable Status Reason Transitions check box Define possible status reasons for each status reason to transition to Each status reason option for an active status must allow at least one path to an inactive status 38

289 Dependencies Exercise Lab 4A: Create Custom Fields Add custom fields to the Idea entity Lab 4B: Create and Modify a Global Option Set Exercises 1 and 2 Create a Global Option Set called Satisfaction Rating and use this in a field on the feedback entity. Make changes to the display order. Add more options to the Option Set 39

290 Module 5 Managing Relationships Module 5 Objectives Define possible relationship types - 1:N, N:N Explain how 1:N relationship behavior controls the cascading of user actions to related records. Discuss how field mapping facilitates data entry. Discover how N:N relationships are stored. Describe using Connections and Connection Roles to link records rather than a relationship. Describe how to enable hierarchies 40

291 1:N and N:N Relationships One-to-many (1:N) relationships One record of a primary entity Zero, one, or many records of a related entity Related entity has a lookup field to store the GUID of the parent record N:1 is a 1:N relationship viewed from the other side Many-to-many (N:N) is symmetrical A hidden intersect entity is automatically created, that has a 1:N relationship from each of the N:N entities 1:N (One to Many) Relationships A 1:N (one to many) relationship is also displayed as a N:1 relationship in the solution explorer, under the related entity. Only 1:N relationships exists in the metadata. N:1 is just a shortcut. Each Event can be linked to one Venue through a lookup field. One Venue can have many Events. Venue (primary) 1:N Events (related) 41

292 New 1:N Relationship Form Demonstration Create a 1:N Relationship 1:N relationship between Venue and Event 1:N relationship between Account and Venue, created from the Venue entity as N:1 42

293 N:N Relationships Events N:N Hidden Intersect Entity 1:N 1:N Contacts Hidden intersect entity created and managed by the platform, two 1:N relationships created. Intersect entity cannot be viewed or customized. Custom Entity Manual N:N Relationship Events N:N Bookings Hidden Fields: Intersect Date, Status, Entity Cost 1:N 1:N Contacts Custom entity called Bookings that has two 1:N relationships to Events and Contacts. Can be customized, for example adding fields. 43

294 New N:N Relationship Form 1:N Relationship Behaviour Cascading Rules Control actions on the primary record that are also performed on the related entity records. Define which related records actions apply to. Delete action helps eliminate orphan records. Reparent grants additional access to related records, to the owner of the parent record. 44

295 Actions that Trigger 1:N Cascading Behavior Action Assign Share Unshare Reparent Merge Delete Description A primary entity record is re-assigned A primary entity record is shared A primary entity record s sharing is removed A related entity record is associated to a primary entity record (its parent ), or re-associated to a different one A primary entity record is merged with another A primary entity record is deleted Cascading Rules Assign, Share, Reparent Rule Cascade All Cascade Active Cascade User-Owned Cascade None Result for related entities in this relationship Perform the action on all related entity records. Perform the action on all related entity records that are Active (or Open, or the equivalent Status). Perform the action on all related entity records that are owned by the same user as the owner of the primary entity record. (Note: for the assign action, this means the original owner). Related entity records are not affected. Any rule set to anything but None makes this a Parental relationship. 45

296 Cascading Rules Delete Rule Cascade All Remove Link Restrict Delete Result for related entities in this relationship Delete all related entity records. Clear the lookup field for this relationship, so the related record remains in the system but is no longer associated with a record through this relationship. Related entities are not affected, because this rule prevents the primary entity record from being deleted if any related entity records exist. Type of Cascading Behaviour Behaviour Parental Referential Cascade Rules Applied All rules: Cascade All Main rules: Cascade None, Delete: Remove Link Referential, Restrict Delete Configurable Cascading Main rules: Cascade None, Delete: Restrict Delete All rules: Cascade All by default, but you can configure them however you want to. Use the Type of Behavior list as templates to apply standard sets of rules. Use Configurable Cascading to configure rules individually. Any rule set to anything but None makes this a Parental relationship. 46

297 Field Mapping One source field can be mapped to copy its data more than one target field Each target field can only be configured to receive data from one source field The list of target fields filters out those already used Source and target data types must be the same Target text field must be same or longer than source Option Sets are mapped by values, not labels Entity Hierarchies Self Referential Relationship required One 1:N Self Referential Relationship per entity Based on one entity only Set Hierarchical to Yes on Relationship Hierarchy Settings under entity Needs a Quick View Form 47

298 Connections and Connection Roles Connections Do not need a custom relationship to be created. Let users connect records of various entities. Can be used for querying and reporting. Connection Roles Provide descriptions for the records involved in a Connection, such as Former Employee / Employer. Can be configured to be used only with other specific Connection Roles, such as Doctor and Patient. Exercise Lab 5A: Create New 1:N Relationship 1:N relationship from Idea to Prototype. Lab 5B: Create New N:N Relationship N:N relationship from Idea to Competitor. Lab 5C: Customize Relationship Mappings 48

299 Module 6 Customizing Forms Module 6 Objectives Define the structure of forms and how to add, remove or modify the components on them. Discover how to create or copy forms. Control access to forms by restricting them to users with specific Security Roles. Describe how to configure and use Quick Create and Quick View forms. Compare form layouts for CRM for Tablets and CRM for Phones clients. 49

300 Form Types Main Used by browser, Outlook and CRM for Tablets clients Mobile Used by CRM for Phones client Also used as fallback for unsupported browsers Quick Create Shortened version of forms for easy record creation Quick View Simplified form to view parent record information Updated Entities 29 frequently customized system entities All custom entities New form presentation Command bar Responsive design Enables new features Business Rules Business Process Flows 18 of the 29 enabled for CRM for Tablets client (Sales and Marketing) 50

301 Structure of a Form Header - uses tiles for important fields Footer - fields are read-only Body Contains Tabs that have one through three columns Tab columns contain Sections Sections have one through four columns Section columns can contain: Fields, sub-grids (lists or charts), Notes control, IFrames, Web Resources, Bing Maps, and spacers Add Fields to a Form Field Explorer Filter for All/Custom Fields; Only show unused fields. Drag fields from the Field Explorer to the form. Double-click a field in the Field Explorer to add to the currently selected section. Create fields directly by clicking New Field button. Drag fields to a new position on the form. Double-click a field to change properties. Field label, number of columns to span, events. 51

302 Sub-Grids Display data from other records on a form. Usually related records, but can be unrelated. Select a view to filter records displayed. Show data as a list or as a chart, but not both. Users can click to open the content of the sub-grid in a new window that has all the usual features of a view and chart pane together. Notes Control Display Notes, Activities and Activity Feed Posts. Depends on entity configuration. Activities shown in short form, can be expanded or opened to see more detail. New records can be created inline in the control. Can only be added once to a form. Configure the tab that is shown first. Also known as the Social Pane. 52

303 Additional Form Components Web Resources Includes HTML, JavaScript and image files Iframes Displays a web page. URL can be modified dynamically based on record values using JavaScript Bing Maps Only available for system entities which use Address record (including Account, Contact, Lead) On-premises customers require an API key Related Entity Navigation Navigation shown on the left in Form Editor. Displayed in Navigation Bar at the top of the screen, from left to right. Add links from Relationship Explorer. All 1:N and N:N relationships are available. Drag to change order and grouping. Groups can be renamed but no new groups can be created. Empty groups are not displayed. 53

304 Demonstration Add Fields and Sub-Grids to a Form Modify the default form for the Event entity. Add and configure fields. Filter Venue lookup based on Event operator lookup. Add sub-grid of Connections. Quick Create Short version of form for easy record creation. Entity must be enabled for Quick Create. One tab, three columns, one section in each. Fields and spacers only. Accessed from global Create button on navigation bar, or from lookup, sub-grid or associated view buttons for New record. Only first form in Quick Create form order is used. 54

305 Quick View Used to display details from a parent record. Select Quick View form to use, associated with a lookup field on a specific child entity form. Select Quick View form for each parent entity for a multi-entity lookup such as Customer and Regarding. One tab, one column, one or more one-column sections, containing fields, sub-grids, spacers. Data displayed in Quick View form is read-only but links are active and can be clicked. Manage Multiple Forms Enable Security Roles to control access to forms. You might use roles that have no privileges, separate from the ones that are used to grant user access. Deactivate a form to remove access from all. Form Order determines form a user receives. User receives the first form in the form order that the user has access to through Security Roles. Enable for fallback to specify a form for users who have no roles that grant access to a specific form. 55

306 Mobile Clients Microsoft Dynamics CRM for Tablets Microsoft Windows 8 and Apple ipad devices. Share the same Main forms as browser and Outlook, but display the forms in a different layout. Microsoft Dynamics CRM for Phones Windows, ios and Android devices. Implementation Guide has details of supported OS versions. Uses Mobile forms. Single column display of fields. Mobile clients use first form, user cannot switch. Microsoft Dynamics CRM for Tablets Uses same main form as other clients, but not all components are displayed: Only the first five tabs or the first 75 fields. No more than 10 lists (sub-grids). No Web Resources, IFRAMEs, Bing maps, Yammer, activity feeds, or SharePoint document libraries. Entity images are visible in list views and contact cards. Entity images are not visible in the form 56

307 Browser Display of Update Entity Forms CRM for Tablets Client Display of Forms Header Nav Bar Process Stage Home View Port Process Control Search + + Relationships Summary Sales Stage Open Activities Notes Details Card [Record Primary Name] Lorem Ipsum Curabitur Lorem Ipsum tempus lacus Curabitur tempus lacus Lorem Ipsum Lorem Ipsum Curabitur Curabitur tempus lacus tempus lacus Lorem Ipsum Lorem Ipsum Curabitur tempus lacus Curabitur tempus lacus Lorem Ipsum Curabitur tempus lacus Administration Open Activities + Custom Tab Lorem Ipsum Curabitur tempus lacus Lorem Ipsum Curabitur tempus lacus Lorem Ipsum Curabitur tempus lacus Lorem Ipsum Curabitur tempus lacus Scroll Command Bar Scroll Relationships Sub-grid Notes Tab, Sections, Fields 57

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