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Microsoft Dynamics CRM 2013 Administration GuideVersion 6.0.0This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. ? 2013 Microsoft Corporation. All rights reserved.Microsoft, Active Directory, ActiveX, Azure, BizTalk, JScript, Microsoft Dynamics, Outlook, SharePoint, SQL Server, Visual Basic, Visual Studio, Windows, Windows Server, and Windows Vista are trademarks of the Microsoft group of companies.All other trademarks are property of their respective owners.Contents TOC \f \h \t "DSTOC1-1,1,DSTOC1-2,2,DSTOC1-3,3,DSTOC1-4,4,DSTOC1-5,5,DSTOC1-6,6,DSTOC1-7,7,DSTOC1-8,8,DSTOC1-9,9,DSTOC2-2,2,DSTOC2-3,3,DSTOC2-4,4,DSTOC2-5,5,DSTOC2-6,6,DSTOC2-7,7,DSTOC2-8,8,DSTOC2-9,9,DSTOC3-3,3,DSTOC3-4,4,DSTOC3-5,5,DSTOC3-6,6,DSTOC3-7,7,DST Administration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online PAGEREF _Toc370483776 \h 5Send us your comments about this document PAGEREF _Toc370483777 \h 5What's new for administrators in Microsoft Dynamics CRM 2013 and CRM Online PAGEREF _Toc370483778 \h 6Getting started PAGEREF _Toc370483779 \h 7Supported web browsers and mobile devices PAGEREF _Toc370483780 \h 7Key preparation and configuration tasks PAGEREF _Toc370483781 \h 9Set up a CRM organization PAGEREF _Toc370483782 \h 14Create business units PAGEREF _Toc370483783 \h 14Delete a business unit PAGEREF _Toc370483784 \h 15Assign a business unit a different parent business PAGEREF _Toc370483785 \h 16Create or edit a site PAGEREF _Toc370483786 \h 17Add resources to a site PAGEREF _Toc370483787 \h 18Change regional and language options for your organization PAGEREF _Toc370483788 \h 19Install CRM for Outlook PAGEREF _Toc370483789 \h 20Install CRM Email Router PAGEREF _Toc370483790 \h 21Set up CRM for tablets PAGEREF _Toc370483791 \h 21Set up CRM for phones PAGEREF _Toc370483792 \h 38CRM for tablets and CRM for phones limitations and known issues PAGEREF _Toc370483793 \h 48Manage security, users and teams PAGEREF _Toc370483794 \h 50Security concepts for Microsoft Dynamics CRM PAGEREF _Toc370483795 \h 50Invite someone to use Microsoft Dynamics CRM PAGEREF _Toc370483796 \h 52Control data access PAGEREF _Toc370483797 \h 54Create or edit a security role PAGEREF _Toc370483798 \h 55Copy a security role PAGEREF _Toc370483799 \h 59Manage users PAGEREF _Toc370483800 \h 61Manage teams PAGEREF _Toc370483801 \h 66Add teams or users to a field security profile PAGEREF _Toc370483802 \h 69Synchronize user information between Microsoft Dynamics CRM and Active Directory PAGEREF _Toc370483803 \h 70Add or remove territory members PAGEREF _Toc370483804 \h 72Manage your Microsoft Dynamics CRM Online subscription PAGEREF _Toc370483805 \h 73Release history PAGEREF _Toc370483806 \h 74Get started administering Microsoft Dynamics CRM Online PAGEREF _Toc370483807 \h 75Microsoft Dynamics CRM Online requirements PAGEREF _Toc370483808 \h 76Licensing plans for Microsoft Dynamics CRM Online PAGEREF _Toc370483809 \h 77Plan for Microsoft Dynamics CRM Online deployment and administration PAGEREF _Toc370483810 \h 78Grant users access to Microsoft Dynamics CRM Online as a Microsoft Online service PAGEREF _Toc370483811 \h 82Import data into Microsoft Dynamics CRM Online PAGEREF _Toc370483812 \h 84Customizations for Microsoft Dynamics CRM Online PAGEREF _Toc370483813 \h 85Manage subscriptions, licenses, and user accounts PAGEREF _Toc370483814 \h 87Manage Microsoft Dynamics CRM Online licenses PAGEREF _Toc370483815 \h 87Create users and assign Microsoft Dynamics CRM Online security roles PAGEREF _Toc370483816 \h 89Add an instance PAGEREF _Toc370483817 \h 94Edit an instance PAGEREF _Toc370483818 \h 99Manage storage for Microsoft Dynamics CRM Online PAGEREF _Toc370483819 \h 100Global and Service administrators can administer Dynamics CRM without requiring a license PAGEREF _Toc370483820 \h 101Manage Microsoft Dynamics CRM Online updates PAGEREF _Toc370483821 \h 102Verify new areas are available in the navigation bar PAGEREF _Toc370483822 \h 106Manage email notifications PAGEREF _Toc370483823 \h 113Add interoperation features to Microsoft Dynamics CRM Online PAGEREF _Toc370483824 \h 113Install Microsoft Dynamics CRM for Outlook PAGEREF _Toc370483825 \h 113Accessibility in Microsoft Dynamics CRM PAGEREF _Toc370483826 \h 114Help and additional resources for Microsoft Dynamics CRM Online PAGEREF _Toc370483827 \h 115Manage your data PAGEREF _Toc370483828 \h 117Import data (all record types) PAGEREF _Toc370483829 \h 117Detect duplicate data PAGEREF _Toc370483830 \h 118Delete bulk records PAGEREF _Toc370483831 \h 120Data encryption PAGEREF _Toc370483832 \h 121Create and edit processes PAGEREF _Toc370483833 \h 122Manage your documents PAGEREF _Toc370483834 \h 129Permissions required for document management tasks PAGEREF _Toc370483835 \h 130Validate and fix SharePoint site URLs PAGEREF _Toc370483836 \h 131Install the Microsoft Dynamics CRM List component PAGEREF _Toc370483837 \h 132Introducing server-side synchronization PAGEREF _Toc370483838 \h 133Supported scenarios for server-side synchronization PAGEREF _Toc370483839 \h 135Error logging for server-side synchronization PAGEREF _Toc370483840 \h 136Administration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineThe Microsoft Dynamics CRM 2013 Administration Guide contains resources and topics designed to help you manage and configure both on-premises deployments of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online.In This SectionWhat's new for administrators in Microsoft Dynamics CRM 2013 and CRM OnlineGetting startedManage security, users and teamsManage your Microsoft Dynamics CRM Online subscriptionManage your dataCreate and edit processesManage your documentsIntroducing server-side synchronizationRelated SectionsPlanning Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineInstalling Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineOperating Guide for Microsoft Dynamics CRM 2013 (on-premises)Customization Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineReport Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineCustomer CenterSend us your comments about this documentIf you have a question or comment about this document, click to send an e-mail message to the Microsoft Dynamics CRM content team. If your question is about Microsoft Dynamics CRM products, and not about the content of this book, search the Microsoft Help and Support Center or the Microsoft Knowledge Base.What's new for administrators in Microsoft Dynamics CRM 2013 and CRM OnlineThere are several new features for administrations in the release of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. Access teamsIn addition to teams that own records, now, you can use a new type of teams, called access teams. An access team doesn’t own records and doesn’t have security roles assigned to the team. The records are shared with an access team and the team is granted access rights on the records, such as Read, Write or Append. The access teams can be user-created or auto-created (system-managed). For system-managed access teams you have to provide a team template that the system uses to create a team. There are two deployment settings available for system-managed teams: a maximum number of team templates for an entity and a maximum number of entities that you can enable for auto-created access teams. More information: Manage teamsMulti-entity quick findMulti-entity quick find lets you search for records across entities of different types, such as accounts, contacts and opportunities. Several deployment settings are available for multi-entity search, such as a maximum degree of parallelism, a maximum number of entities participating in a multi-entity search and others. More information: Deployment Entities and Deployment Configuration SettingsQuick find and Yammer deployment settingsNew deployment settings are added for Quick Find (finds records of the same type) and Yammer features. More information: Deployment Entities and Deployment Configuration SettingsPowerShell cmdlet updatesThe Windows PowerShell cmdlets for Microsoft Dynamics CRM on-premises deployments now support remote execution of commands for CRM 2013. Additionally, there are new settings and options to the CRM 2013 settings cmdlet to support the features. More information: Administer the deployment using Windows PowerShellServer-side synchronizationServer-side synchronization is a component in Microsoft Dynamics CRM that is used to integrate Microsoft Dynamics CRM with Exchange and POP3 or SMTP based email servers. You can use server-side synchronization to:?Enable email synchronization for users and queues with external email systems.?Enable synchronization of email, appointments, contacts, and tasks from Exchange.Server-side synchronization offers new features like efficient resource utilization, connection throttling, data migration, service isolation, error reporting, and new counters. More information: Introducing server-side synchronizationSee AlsoAdministration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineWhat's new in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineWhat's new for customizationGetting startedAs a CRM administrator, you’ll find the information that you need here to get your organization started with Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online.In This SectionSupported web browsers and mobile devicesKey preparation and configuration tasksSet up a CRM organizationInstall CRM for OutlookInstall CRM Email RouterSet up CRM for tabletsRelated SectionsCustomization Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineManage your Microsoft Dynamics CRM Online subscriptionSupported web browsers and mobile devicesUsers can access the Microsoft Dynamics CRM web application on the most recent versions of the following browsers:?Internet Explorer on Windows?Firefox on Windows?Safari on Mac OS X?Chrome on Windows or Google Nexus 10For more detailed information about supported browsers, see Microsoft Dynamics CRM 2013 web application requirements.For a mobile device, such as an iPad or smartphone, the following apps are available: ?Microsoft Dynamics CRM for iPad?Microsoft Dynamics CRM for Windows 8For more detailed information about supported phones and tablets, see Microsoft Dynamics CRM mobile and tablet device support.Note ?Users who try to view Microsoft Dynamics CRM on an unsupported browser may be redirected to CRM for phones. This is a basic service that has limited functionality, and isn’t intended to serve as a substitute for the full feature set of Microsoft Dynamics CRM. We recommend that users choose a supported browser or a Microsoft Dynamics CRM app specific to the device.?If you have added content to forms or dashboards in an iFrame, you might have implemented security restrictions around certain actions in that content, such as external links. Keep in mind that in Firefox, this security restriction code will likely be unsupported.Known issues when you run Microsoft Dynamics CRM with certain web browsersThis section describes the known issues when you run Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online in a web browser.Limited copy and paste support in Firefox and ChromeCopy and paste functionality by using the clipboard is not yet fully supported on the Firefox and Chrome web browsers; the Copy a Link button at the top of the page may not function as expected.You receive an error opening an Excel worksheet when you use SafariIf you export a Microsoft Office Excel worksheet as a Dynamic Worksheet while using Safari, you may receive an error when trying to open the file. To remedy this, right-click the file, choose Get Info, and, under Open With, select Excel.See AlsoGetting startedKey preparation and configuration tasksKey preparation and configuration tasksThis topic, which is intended for administrators and business users of Microsoft Dynamics CRM, describes common configuration settings and tasks that can help you keep your organization optimized so that you can focus on what’s important. It’s designed to improve your overall experience with Microsoft Dynamics CRM, even before your business begins to use it.In This TopicCommon configuration settings for Internet ExplorerConfiguration settings for Microsoft Dynamics CRM for OutlookNetwork connections settingsAntivirus or malware application settingsImportant email messages from Microsoft Dynamics CRMAvailable resources for Microsoft Dynamics CRM usersTechnical support for Microsoft Dynamics CRMCommon configuration settings for Internet ExplorerMicrosoft Dynamics CRM is a web-based application and uses Internet Explorer as the user interface to view, add, or edit information that you’ve stored in the CRM database. Make the following common Internet Explorer configuration settings to optimize your CRM experience.Increase concurrent download sessionsBy default, Internet Explorer 7 and earlier versions limit the number of files that you can download at a time to two. Internet Explorer 8 limits the number of files that you can download at a time to six. The Microsoft Dynamics CRM application synchronously requests data to and from the CRM data center. Typically, you can easily exhaust the number of concurrent downloads when you are using CRM. To increase this limit, review KB article 282402: How do I configure Internet Explorer to download more than two files at one time. Increase disk space for temporary Internet filesTo make sure that Internet files for Microsoft Dynamics CRM are not being deleted, increase the disk space for temporary Internet files.1.Open Internet Explorer, and on the Tools menu, click or tap Internet Options.2.On the General tab, in the Browsing history section, click or tap Settings.3.Set the Disk space to use field to 350. The default value is 50.4.Click or tap OK, and then click or tap OK again.Retain browsing historyTo optimize your CRM experience, we recommend that you do not select the option to delete the browsing history when you exit from your browser. If you select this option, it deletes everything marked in your Browsing history settings, such as temporary Internet files, cookies, and history (by default, the check boxes for these options are selected). Deleting your temporary Internet files causes Internet Explorer to cache the files again, and deleting cookies signs you out of CRM.1.Open Internet Explorer, and on the Tools menu, click or tap Internet Options.2.Click or tap the General tab, and in the Browsing history section, make sure that the Delete browsing history on exit check box is cleared.Allow pop-up windows for Microsoft Dynamics CRM URLsMicrosoft Dynamics CRM uses pop-up windows when a new record is opened or created. Your browser may be blocking these windows because of the pop-up blocker settings. You must configure the pop-up blocker settings to allow pop-up windows for the CRM websites.Configuration settings for Microsoft Dynamics CRM for OutlookYou can configure the following settings to optimize the performance of CRM for Outlook.Install recent updates for CRM for OutlookMicrosoft periodically releases updates. Typically, these updates are to help improve performance or to ensure greater stability.Follow these steps on the computers that have CRM for Outlook installed.1.Close Outlook.2.On the Start menu, click or tap All Programs, and then click or tap Windows Update.3.Click or tap Change settings.4.In the Microsoft Update section, make sure that the Give me updates for Microsoft products and check for new optional Microsoft software when I update Windows check box is selected.5.Click or tap OK.6.Click or tap Check for updates.If you see a link Check online for updates from Microsoft Update, click or tap it to check for updates from the Microsoft servers. If your updates are administered by your system administrators, you may not have this option and may have to request that they make the Microsoft Dynamics CRM updates available.7.Click or tap Install updates. To review available updates, click or tap the <#>important updates are available link.Automatic synchronization for Outlook Online and Offline modesEnabling automatic synchronization allows CRM for Outlook to systematically synchronize the data from the Microsoft Dynamics CRM data center. This ensures that your local data is regularly updated. Therefore, when you go offline, the data required to synchronize locally is a manageable size. 1.Open Outlook that has CRM for Outlook installed.2.If you’re using Outlook 2010, on the File tab, click or tap CRM, and then click or tap Options.- OR -If you are using Outlook 2007, on the CRM menu, click or tap Options.3.On the Synchronization tab, in the Schedule automatic synchronization with Outlook section, make sure that the Synchronize the CRM items in my Outlook folders every __ minutes check box is selected. - OR -For offline synchronization, on the Local Data tab, in the Select how often to update local data section, make sure that the Update local data every __ minutes check box is selected.Synchronize only essential data for Outlook Online and Offline modesBy limiting the data that you synchronize with CRM for Outlook, you can reduce the network bandwidth consumed by CRM users, and therefore improve your overall application performance. To control which records synchronize with Outlook, edit the Outlook filters. 1.Open Outlook that has CRM for Outlook installed.2.If you’re using Outlook 2010, on the File tab, click or tap or tap CRM. Click or tap or tap Synchronize, and then click or tap or tap Outlook Filters.- OR -If you have Outlook 2007 installed, on the CRM menu, click or tap Outlook Filters or Offline Filters.Note You can change the view between Outlook filters and offline filters in the Filter: Outlook dialog box.3.Select the filters that you want to disable, and on the toolbar, click or tap the Deactivate button . - OR -To edit a filter, click or tap the filter name and add to or edit the filter criteria.Track Microsoft Dynamics CRM calendar appointments in CRM for OutlookTo make sure that your calendar appointments don’t disappear from CRM after you begin to track these in CRM for Outlook, make sure that your user email address on the respective user record matches your email address being used for Outlook. Note The email address may differ from your Microsoft account. It depends on the email addresses you’re using in Outlook and on your CRM user work connections settingsNetwork connections are established based on the order that the device is listed in the Adapters and Bindings tab of the Network Connections window. For example, if you have enabled a Local Area Network (LAN) and a wireless connection, the order of how a device is connected to the Internet is based on its order in the Adapter and Bindings list. If the LAN connection is higher in the list, most network connections will be established by using the LAN adapter instead of the wireless adapter. To make sure that your network connections are optimized, organize the connections according to your network administrator's recommendation. To change the network connection order in Windows 71.Press the Alt key, click or tap Advanced, and then click or tap Advanced Settings. You may be prompted for an administrator password or confirmation.2.Click or tap the Adapters and Bindings tab, and then, under Connections, click or tap the connection that you want to move in the list, click or tap the up or down arrow button, and then click or tap OK.To change the network connection order in Windows XP1.Click or tap Start, click or tap Run, type ncpa.cpl, and then click or tap OK.You can see the available connections in the LAN and High-Speed Internet section of the Network Connections window.2.On the Advanced menu, click or tap Advanced Settings, and then click or tap the Adapters and Bindings tab.3.In the Connections area, select the connection that you want to move higher in the list. Use the arrow buttons to move the connection.4.Click or tap OK.Antivirus or malware application settingsDepending on your antivirus or malware application settings, virus scanning can block certain files, making them inaccessible to other applications and causing an adverse effect on Microsoft Dynamics CRM performance.? Each environment requires a thoughtful decision on what to include and exclude, and there is always a possibility that excluding files from scans could lead to unwanted consequences. Use the following list alongside your well-planned internal IT management policies:?Check for any interference from desktop security software. Some antivirus programs include a feature known as ScriptScan that can affect the performance of CRM. Most programs have functionality to disable scanning on certain websites. Make sure that the CRM URL is added to this list. For McAfee specifically, see the following KB articles for this setting: ?McAfee Knowledge Base Article: KB65382?Microsoft Support Knowledge Base Article: KB924341?If you use other antivirus software, make sure that the URL of the CRM website is included in the trusted zone for the virus scanning, and disable on-access scanning for the CRM website. For more information, see the specific antivirus application documentation.Important email messages from Microsoft Dynamics CRMMicrosoft occasionally sends out email messages to Microsoft Dynamics CRM users or administrators. These messages provide information about how to use CRM and also contain important billing or upgrade details. Make sure that the following email addresses are added to the allowed list for your email application:?crmoln@. This email alias sends general Microsoft Dynamics CRM alerts or information.?billing@. This email alias sends information about CRM billing.?msonlineservicesteam@. This email alias sends informational email messages when you sign up for CRM.Available resources for Microsoft Dynamics CRM usersWe want you and your organization to take full advantage of the extensive content and materials available that can help your business be more successful while you are using Microsoft Dynamics CRM. For a list of available resources, including training materials and information about how to support your online organization, see the Additional Resources section of the article Frequently Asked Questions.Technical support for Microsoft Dynamics CRMIf you cannot find the answers you need in the resources discussed earlier, you can submit a technical support request to Microsoft Customer Support Services. Technical support incidents provide reactive support that focuses on a specific problem, error message, or functionality that is not working as intended. 1.Go to Customer Center.2.Click or tap Product Support. 3.Under Community and self-service resources, click or tap Contact technical support.Maximize your technical support experienceWhen you request help for technical issues or questions, it is important that you have as much information available as possible. Here are common questions that you may be asked when you request technical support:?What part of the application are you having issues with? For example, installation issues with CRM for Outlook.?What is the exact error or problem that you are experiencing? Provide detailed information, including the exact error message that you are seeing. Include a screen capture if you can.?What were you doing in Microsoft Dynamics CRM when the error occurred?Provide the exact steps that you are performing to reproduce the error. This lets the Support team better analyze why you may be experiencing it.?What are the details of the environment you are experiencing the issue on? Provide the version of the operating system, browser, and if applicable, the version of Microsoft Office on the computers where the issue is occurring.?Does the issue affect all users or a certain type of Microsoft Dynamics CRM security role or only certain users?When possible, provide log files (if you know how to find them). This applies to applications such as CRM for Outlook or Microsoft Dynamics CRM Email Router. The following table lists the location of the log or trace files for these applications.Logs or TracesLog File LocationMicrosoft Dynamics CRM for Outlook logs%Userprofile%\Local Settings\Application Data\Microsoft\MSCRM\LogsMicrosoft Dynamics CRM for Outlook Trace files%Userprofile%\Local Settings\Application Data\Microsoft\MSCRM\TracesMicrosoft Dynamics CRM E-mail Router logs%Userprofile%\AppData\Roaming\Microsoft\MSCRM\LogsSet up a CRM organizationThis section describes how to set up your Microsoft Dynamics CRM organization. You will learn about managing business units and sites, adding resources and selecting language options. In This SectionCreate business unitsDelete a business unitAssign a business unit a different parent businessCreate or edit a siteAdd resources to a siteChange regional and language options for your organizationRelated SectionsGetting startedInstall CRM for OutlookCreate business unitsIf your Microsoft Dynamics CRM organization is structured around departments or divisions that have separate products, customers, and marketing lists, you might want to create business units. Business units are mapped to an organization’s departments or divisions. Users can securely access data in their own business unit, but they can’t access data in other business units.CRM security roles and users are associated with a business unit. Security roles in a business unit can only be assigned to users in that business unit. Business units, security roles, and users are linked together in a way that conforms to the Microsoft Dynamics CRM role-based security model. More information: Security concepts for Microsoft Dynamics CRM.More information: Set up business units.See AlsoSet up a CRM organizationDelete a business unitAssign a business unit a different parent businessDelete a business unitYou can delete a business unit to completely remove it from Microsoft Dynamics CRM.Important Before deleting a business unit, be sure to consider the following:?Deleting a business unit is irreversible.?The records owned by the business unit are deleted at the same time you delete the business unit.?You can’t delete a business unit until you delete any associated users, teams, and child business units.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Business Units.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Business Units.3.Click or tap to select the business unit that you want to delete.4.On the Actions toolbar, click or tap More Actions > Disable.5.In the Confirm Deactivation dialog box, click or tap Deactivate.6.With the entry for the business unit you’re deleting still selected, on the Actions toolbar, click or tap the Delete icon .7.In the Confirm Deletion dialog box, click or tap Delete.See AlsoSet up a CRM organizationAssign a business unit a different parent businessYou can assign a different parent business to a business unit to accommodate changes in your business requirements. When you reassign a business unit, any child business units are also reassigned with it.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Business Units.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Business Units.3.Click or tap to select the business unit you want to change the settings for.4.On the Actions toolbar, click or tap More Actions > Change Parent Business.5.In the Change Parent Business dialog box, in the New parent business text box, type part or all of the name of the parent business you want to assign the business unit to, and then click or tap the Click to select a value for New parent business icon .6.Select the record for the parent business you want to assign the business unit to, and then click OK.See AlsoControl data accessCreate or edit a siteYou can create a new site to add an office location or other facility where service operations take place. You can also edit the details, such as the street address or phone number, for an existing site.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears in the nav bar.b.Click or tap Settings > Business Management > Sites.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > Business > Business Management > Sites.3.To create a new site, on the Actions toolbar, click or tap New. - OR -To edit an existing site, in the list of sites, under Name, double-click or tap the entry for the site you want to edit details for.4.Under General, in the Name text box, specify or edit the name for the site.You can also enter or update contact information for the site.5.Under Primary Address, enter or update address details.6.In the Time Zone box, ensure that the default time zone is appropriate for the site.7.Click or tap Save and Close.See AlsoSet up a CRM organizationSet up business managementAdd resources to a siteAfter you create a site, you can add resources such as users, equipment, or facilities to it.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Business Management > Sites.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > Business > Business Management > Sites.3.In the list of sites, under Name, double-click or tap the site that you want to add resources to.4.In the Navigation Pane, expand Common if necessary, and then click or tap Resources.5.On the Actions toolbar, click or tap Add Resources.6.In the Look Up Records dialog box, in the Search text box, type in a part of the name of the resource you want to add to the site, and then click or tap the Start search icon .7.In the list of records, under Full Name, click or tap the entry for the resource you want to add to the site, and then click or tap Add.8.Close the site record.See AlsoSet up a CRM organizationChange regional and language options for your organizationYou can change how Microsoft Dynamics CRM displays dates, times, numbers, and currencies. You can also select the language in which CRM displays the user interface and Help.Important If you’re running Microsoft Dynamics?CRM for Microsoft Office Outlook, you must download one or more Language Packs before you can enable additional languages.The following table shows tasks that are associated with changing regional and language options for your organization.TaskDescriptionSet the base languageThe base language determines default settings for regional and language options in CRM. After the base language is set, you can’t change it.Enable or disable languagesYou can enable or disable available languages in the Settings area. More information: Enable or disable languagesAdd and remove currenciesSimilar to setting the base language, you select your organization's base currency during the purchasing process for a subscription to CRM. After the base currency is set, you can’t change it.However, if your organization uses more than one currency to track financial transactions, you can add currencies.Deactivate or activate currency recordsYou can’t delete currency records that are being used by other records, such as opportunities or invoices. However, you can deactivate currency records so they won’t be available for future transactions.See AlsoSet up a CRM organizationInstall CRM for OutlookIf your users run a recent version of Microsoft Office Outlook, they can use Microsoft Dynamics?CRM for Microsoft Office Outlook. CRM for Outlook makes it easier for your team to work with CRM data in the familiar Outlook environment. Important Before you and your users install CRM for Outlook, be sure to have completed your desired customizations. In particular, for best performance, you should ensure that you enable only the minimum required entities and views for offline use in CRM for Outlook. For more information about customization, see the Customization Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. For more information about setting up entities for synchronization, see Entity options that can be enabled and disabled.Security After you install CRM for Outlook, you have to set some options so that users can send and receive email from CRM for Outlook and to specify what data is synchronized. Any users who log on locally to a computer that has Microsoft Dynamics CRM for Outlook installed can potentially access Microsoft Dynamics CRM data that is stored in the offline database. Shared use of a computer running CRM for Outlook is not supported.More information:Set synchronization options in Microsoft Dynamics CRM for OutlookSet address book options in Microsoft Dynamics CRM for OutlookFor upgrade information, see Upgrading Microsoft Dynamics CRM for Outlook.To download and install CRM for Outlook, see Task 1: Install Microsoft Dynamics CRM for Outlook.See AlsoUpgrading Microsoft Dynamics CRM for OutlookMicrosoft Dynamics CRM 2013 for Outlook Installation InstructionsSet up a CRM organizationInstall CRM Email RouterInstall CRM Email RouterIf any users or queues in your organization aren’t using Microsoft Dynamics CRM for Outlook to send and receive email messages for Microsoft Dynamics CRM, you must install the Microsoft Dynamics CRM Email Router, and then configure the individual user records. More information: Install Microsoft Dynamics CRM Email Router.Important Only one instance of the Email Router should be installed in an organization. See AlsoGetting startedSet up CRM for tabletsHere’s the information you need as an admin to deploy and support Microsoft Dynamics CRM for tablets - the new tablet app for Microsoft Dynamics CRM. Be sure to review the information in CRM for tablets: Set up and use.Requirements for CRM for tabletsHardwareMinimum Hardware RequirementsProcessorARMMemory1 GBResolution1366x768 (720p)1920x1080 (1080p)Other resolutions will be supported through operating system scaling.Operating SystemsOperating SystemSupportedWindowsWindows 8 RTYesWindows 8YesWindows 7NoiOSiOS 6YesiOS 5 and belowNoDevicesHardware DeviceSupportedWindows 8Surface RTYesSurface ProYesWindows 8 RT (other manufacturers)See Hardware RequirementsWindows 8 (other manufacturers)See Hardware RequirementsiOSiPad (4th Gen)YesiPad (3rd Gen)YesiPad 2 (2nd Gen)NoiPad (1st Gen)NoiPad MiniNoiPhone (any version)NoiPod (any version)NoMacBook (any version)NoImportant CRM for tablets is not compatible with other mobile devices, such as smart phones (Windows Phone, iPhone, or Android-based), or other tablet devices, such as Android-based tablets. DeploymentsCRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using CRM for tablets require the Microsoft Dynamics CRM Online Fall ‘13 release. Microsoft Dynamics CRM 2013 on-premises deployments require Internet Facing Deployment (IFD) for users to access their data on their tablets. Required PrivilegesA new security privilege was introduced to provide access to use CRM for tablets. The privilege is called Use CRM for tablets. Prior releases of Microsoft Dynamics CRM have included a privilege called Go Mobile, which grants a user access to use of Microsoft Dynamics CRM from a mobile phone. To avoid confusion between the existing privilege (for phones) and the new CRM for tablets privilege, the Go Mobile privilege has been renamed to CRM for phones.By default, this privilege is included for the following default security roles: ?CEO-Business Manager ?Salesperson ?Sales Manager?Vice President of Sales ?System Administrator ?System Customizer This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as customers that upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs. If a user does not have this privilege, they will receive the following error: Note Microsoft Dynamics CRM includes the ability to audit user access. Audit events are logged if a user accesses your CRM organization through CRM for tablets. However, there is not a new event type that indicates the access was through CRM for tablets. The audit login events would appear as User Access via Web Services. Supported LanguagesCRM for tablets supports the following languages: ?English - 1033 ?French - 1036 ?German - 1031 ?Italian - 1040 ?Spanish - 3082 ?Portuguese (Portugal) - 2070 When the application first loads after installation, it will determine the device language and load the user interface in that language. If the device language is not one of the supported languages, the application will load in English. Once the application has been configured in a Microsoft Dynamics CRM organization, the application will load the application pages in the language specified in the user’s personal options. If the user language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization’s base language is not supported, then English will be the final fallback if it is enabled on the server. This fallback logic will evaluate several language settings - such as the browser language - when it determines the fallback language. In the following scenario, the fallback will match the browser language: ?User language = Japanese ?Organization base language = Dutch (Set in Microsoft Dynamics CRM: Settings > Administration > Languages)?Browser language = English (Set in browser)In the scenario shown above, English would be used as the fallback. Note Parent language will be taken into account. For example, if the user’s language is Spanish-Mexico (not supported), the first fallback will be Spanish (3082), which is one of the supported languages. If the server does not have a supported language enabled, the application’s configuration will fail and it will show the following error message in the language of the device:What the admin needs to doThe first step to enable tablet device access to your Microsoft Dynamics CRM account is to set the Use CRM for tablets privilege in the appropriate security role for the users you want to have tablet device access.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator. 2.Follow the steps for the app you’re using.If using the CRM web applicationa.In the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears in the nav bar.b.Click or tap Settings > Administration > Security Roles. Select the security role for the security role you want to give tablet access (for example, Salesperson). Then, click or tap the Business Management tab.Verify that Use CRM for tablets is set to Organization. If not, click or tap Use CRM for tablets.c.Click or tap Save and Close to save the changes to the security role.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, click or tap Settings > System > Administration > System Settings > Security Roles. Select the security role for the security role you want to give tablet access (for example, Salesperson). Then, click or tap the Business Management tab.Verify that Use CRM for Tablets is set to Organization. If not, click or tap Use CRM for tablets.b.Click or tap Save and Close to save the changes to the security role.Then, send an email to the tablet-enabled users to let them know they can download the mobile app from the app store. Include the organization URL and sign-in information in the email.What users need to doInstall CRM for tabletsOnce you have enabled tablet privileges, your users can install the mobile app.Windows 8 usersGo to the app store for Windows 8 and install Microsoft Dynamics CRM.After users install the app, they need to sign in with the URL and credentials that you provided them. Apple iPad usersGo to the Apple App store and install Microsoft Dynamics CRM.After users install the app, they need to sign in with the URL and credentials that you provided them. About CRM for tablets authenticationCRM for tablets authenticates users by using browser-based authentication, which means no credentials are stored on the tablet.Microsoft Dynamics CRM OnlineCRM for tablets users connected to Microsoft Dynamics CRM Online on Microsoft online services environment (Office 365) will automatically renew their sign-in for up to 30 days. Users connected to Microsoft Dynamics CRM Online who are not yet on Microsoft online services environment (Office 365) must renew their sign-in every eight hours.Microsoft Dynamics CRM 2013 (on-premises version)CRM for tablets connections to Microsoft Dynamics CRM 2013 require an Internet Facing Deployment. Note Microsoft Dynamics CRM 2013 is required for CRM for tablets users to connect to their Microsoft Dynamics CRM organization. Organizations that are using earlier versions of on-premises editions of Microsoft Dynamics CRM will need to upgrade. Configuring CRM for tabletsEntities and CRM for tabletsYou can enable a limited set of entities for CRM for tablets. To see if an entity is enabled or to enable an entity, click or tap Settings > Customizations > Customize the System > Entities. Select an entity and review the Outlook & Mobile settings.Note the following:?All custom entities can be enabled for CRM for tablets.?You can use the Lookup for entities that are not enabled for CRM for tablets from a record that is enabled and see the data. However, the entity will not be editable.Entities that are read-writeEntity NameVisible in CRM for tablets?Read-only in CRM for tablets?CRM for tablets Visibility PropertyCRM for tablets Read-only PropertyAccountYesNoModifiableModifiableActivityYesNoNot modifiableNot modifiableAppointmentYesNoModifiableModifiableCompetitorYesNoModifiableModifiableConnectionYesNoModifiableModifiableContactYesNoModifiableModifiableLeadYesNoModifiableModifiableNoteYesNoNot modifiableNot modifiableOpportunityYesNoModifiableModifiableOpportunity ProductYesNoModifiableModifiablePhone CallYesNoModifiableModifiableTaskYesNoModifiableModifiable Entities that are read-onlyEntity NameVisible in CRM for tablets?Read-only in CRM for tablets?CRM for tablets Visibility PropertyCRM for tablets Read-only PropertyCaseYesYesModifiableNot modifiableCurrencyYesYesNot modifiableNot modifiableEmailYesYesModifiableNot modifiableProductYesYesModifiableNot modifiableTeamYesYesNot modifiableNot modifiableUserYesYesNot modifiableNot modifiableSales DashboardThe Sales Dashboard is a new dashboard designed for CRM for tablets. This dashboard is viewable to all users in the web application along with other system dashboards. It is possible to use the new ability to assign security roles to a dashboard so that this dashboard appears only to users with certain security roles. To set who has access to the Sales Dashboard, click or tap Settings > Customizations > Customize the System > Components > Dashboards and select the Sales Dashboard. Then, click or tap Enable Security Roles.Note the following: ?The Sales Dashboard has the same six-component limit as dashboards in the web application.?You can set the default views for the included components.?Two components are supported: Charts and Lists.?The layout is set to a panoramic view. Note Because CRM for tablets depends on this specific dashboard, it cannot be deleted. However, you can rename it. Nav BarIf an entity is enabled for CRM for tablets and appears in the nav bar (sitemap) for the web application, then it will also appear on the nav bar in CRM for tablets. The CRM for tablets app will show the entities as a flat list. It ignores any groupings within web application areas. You can add an entity to multiple groups on the web application, but CRM for tablets displays a flattened list and does not show any repeats. CRM for tablets applies your Microsoft Dynamics CRM security role, so you will not see an entity unless you have at least read access to that entity. The order of the items in the nav bar in CRM for tablets is determined by the order in the sitemap in the web application. If there is a duplicate, CRM for tablets shows only the first instance. Custom entities use a fixed custom entity icon. Simple listsThe lists of records that appear on the Sales Dashboard and within a form appear as simple lists. These lists have a different appearance than the typical view of records. There are a few frequently used actions you can perform on a simple list: ?Tap the header of a list to access the full list for the current view. ?Tap a list item to open the form for that item. ?Tap and hold an item to display the command bar. ?Tap the new item button (+) to the right of the view name to create a new record of that type. Note the following.?The new item button (+) appears to the right of the view name for any entity type that is Read/Write enabled for CRM for tablets. ?Simple lists retrieve ten records at a time regardless of the Records Per Page setting in your Personal Options area of the web application. As you scroll to the bottom of the list, CRM for tablets displays additional records. Fields DisplayedA typical view of records displays all columns in the view definition. A simple list displays the first few columns from the selected view. Simple lists are also capable of displaying images for each record if the entity is enabled to display images.The number of fields displayed in the list is different depending on whether or not the entity is enabled for images. If the entity is enabled for images, the image is the first thing to appear. Next to the image the primary field for the entity is displayed first and will wrap up to 2 lines. The primary field is followed by the first 2 columns in the view that are not the primary field. Those fields will each appear on 1 line.If the entity is not enabled for images, the primary field for the entity is displayed first. The primary field is followed by the first 3 columns in the view that are not the primary field.There are a few special list types. The Activity, Stakeholders, and Sales Team lists are discussed in the next sections. Activity ListsThe simple list for activities includes some special functionality that isn’t available on other lists. Each standard activity type (such as Phone call and Task) includes an icon to differentiate it from the other activity types. Next to the icon, the primary field for the activity is displayed and will wrap up to 3 lines. The next field to display is the first field from the view excluding the primary field, Due Date, and Activity Type. Activities that can be marked as complete will include a check box next to them. Simply tap the check box to mark the activity as complete.The activities list displays activities that are due today and past due activities in a darker color. Activities that are not due today or past due appear in a lighter color. Activities with a due date will display the date and time of when they are due. Important Microsoft Dynamics CRM uses a composite Activity entity to store and retrieve data common between different activity types (such as Task, Appointment, or Phone Call). The due date for activities is stored in the Actual End field for the composite Activity entity. Appointment activities have a Start Date and End Date. Because the due date for the activities list is retrieved from the Actual End field, the time that an appointment ends is displayed in the Activities list. This means that an appointment that starts at 1pm and ends at 2pm will show a time of 2pm on the tile for the appointment in the activity simple list. Note the following:?The Description field for emails will not appear in lists. This is because it may contain HTML.?For Activities, the new item button (+) opens a flyout so you can select the type of activity to create. This flyout contains a list of all the read/write enabled activities.Stakeholders and Sales Team ListsThe Stakeholders and Sales Team lists that appear within an Opportunity display the primary field and role. These two entity lists have inline create and editing. When you tap the (+) on these lists, the existing list items move down and a lookup and a drop-down list will become present. Now you can select (or create) an entity to add to the list through the lookup, and to assign a role through the drop-down list. Editing is an inline experience as well. If you tap the down arrow next to the role name, the drop-down list appears in edit mode and you can change roles.Select ViewTo change the view used to display a list of records, tap and hold the name of the list. The command bar appears, which includes the Select View button. Tap the Select View button to select a different view. Personal views are listed before system views. You can’t create new views within Microsoft Dynamics CRM. ChartsAll the charts you can create in the Chart Designer, such as Bar, Line, Pie, and Funnel charts, are viewable in CRM for tablets. Note the following:?Open a chart from the Sales Dashboard to get a page with a chart and the records used to generate the chart.?Click or tap the chart sections to view the records filtered for that part of the chart.?Charts are not available when offline with CRM for tablets.FormsForms in CRM for tablets are based on the development principle of “Design once and deploy across clients.” Entity behavior and business processes in CRM for tablets forms function similarly to forms in the web application, but with a flow tailored for a tablet. Sales Lead form in web application>Sales Lead form in CRM for tablets This diagram represents common components found in updated entity forms in the web application. Microsoft Dynamics CRM for tablets takes many of the main form elements and presents them in a way that is optimized for tablets, as shown in the following diagram. RelationshipsThe Relationships area of the form displays entity relationships that are configured in the Navigation area of a form. If an entity relationship is configured to appear in the Navigation area within the form customization and the entity is enabled for CRM for tablets, the entity relationship will appear in the Relationships section. The Connections relationship tile is not displayed in CRM for tablets.The relationships section also displays a tile to represent the owner of the record, which is a Lookup field. In addition to the Owner tile, there are some other examples of hardcoded tiles that represent Lookup fields. For example: The Contact form contains a tile to display the parent account. You cannot choose additional Lookup fields to be displayed as tiles in this section.Form customization that shows navigation items on the left side of the screen Relationships section within a form Note the following:?Forms in CRM for tablets are limited to 5 tabs (or 75 fields and 10 lists). This limit includes hidden fields. Administrators can adjust these limits. See Customize CRM for tablets.?Activity Feeds and Yammer are not supported in CRM for tablets.Other featuresSearchSearch in CRM for tablets searches multiple entities. You can configure up to 10 entities to filter within your search. To select entities for search and the search order in CRM for tablets, click or tap Settings > Administration > System Settings > General tab. Under Set up Quick Find, click or tap Select.Configure multi-entity Quick Find settings Entities in the Selected Entities list will appear in the multi-entity Quick Find results.?You can select entities from the Available Entities list and add them to the Selected Entities list by using the Add button.?You can select entities from the Selected Entities list and use the Remove button to prevent an entity from appearing in multi-entity Quick Find results.?You can select entities in the Selected Entities list and use the Move Up or Move Down buttons to change the order of the entities that appear in multi-entity Quick Find results.Configure which entities appear in multi-entity Quick Find resultsNote When you configure the list of entities for Quick Find, the list contains all entities and is not limited to those enabled for CRM for tablets. However, when CRM for tablets performs a multi-entity Quick Find, it filters out the entities that are not enabled for the mobile application.SaveRecords are saved in CRM for tablets based on how you configured autosave in your organization settings. To view your save settings, click or tap Settings > Administration > System Settings > General tab. View the settings under Select the default save option for forms.If autosave is:?Enabled for the organization, changes to forms are saved when users leave forms.?Disabled for the organization, users must use the command bar in CRM for tablets (swipe from the bottom of the screen) and click or tap Save to save form changes.ImagesImages, such as contact photos, are not stored in the browser cache. Images may not be displayed when users work offline with CRM for tablets. See AlsoCRM for tablets: Set up and useCRM for tablets and CRM for phones limitations and known issuesSet up CRM for phonesIf you’re an administrator, here’s the information you need to deploy and support Microsoft Dynamics CRM for phones, the new phone app for CRM.In addition, be sure to review the information in CRM for phones: Set up and use.Requirements for CRM for phonesFor online organizations, Microsoft Dynamics CRM Online Fall ‘13 is required.For on-premises organizations, Microsoft Dynamics CRM 2013 is required. Organizations that are using earlier versions of on-premises editions of CRM will need to upgrade. Microsoft Dynamics CRM 2013 on-premises deployments require an Internet-facing deployment (IFD) for users to access their data on their phones.Users must have an Internet or intranet connection and should install the CRM for phones app. See “Installing CRM for phones” later in this topic.Note If users haven’t installed the CRM for phones app, they can access their data using their phone’s browser. However, this isn’t the recommended method to access data because they lose the advantages of using the app (see CRM for phones: Set up and use.CRM for phones compatibility matrixThe following table lists the browsers that CRM for phones works with.BrowserVersionCRM for phones appCRM for phones browserWindows Phone - Internet Explorer Mobile7.xX8.xXXSafari on iPhone iOS5.xX6.xXX7.xXAndroid2.3X3.3X4.xXXBlackberry6.xX7.xX10.xXRequired permissionsMicrosoft Dynamics CRM 2013 introduces a new security privilege to provide access to use CRM for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile that granted a user access to use what was called Mobile Express, but is now called CRM for phones. The Go Mobile privilege has been renamed to CRM for phones.By default, this privilege is included for the following default security roles: ?CEO-Business Manager ?Salesperson ?Sales Manager?Vice President of Sales ?System Administrator ?System Customizer This applies to new installations of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM 2013 (on-premises), as well as for customers who upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs. Supported languagesCRM for phones supports the languages listed in the following table.ModeLanguagesCRM for phones browserAll available Microsoft Dynamics CRM languages versionsCRM for phones app – Windows Phone1.Chinese (Simplified)2.Chinese (Traditional)3.Czech4.Danish5.Dutch6.English7.Finnish8.French9.German10.Greek11.Hungarian12.Italian13.Japanese14.Korean15.Norwegian16.Polish17.Portuguese(Brazil)18.Portuguese (Portugal)19.Russian20.Spanish21.SwedishCRM for phones app - iPhone1.Chinese (Simplified)2.Chinese (Traditional)3.English4.French5.German6.Italian7.Japanese8.Portuguese (Portugal)9.SpanishCRM for phones app - Android1.Chinese (Simplified)2.Chinese (Traditional)3.English4.French5.German6.Italian7.Japanese8.Portuguese (Portugal)9.SpanishWhen the application first loads after installation, it determines the device language and loads the user interface in that language. If the device language isn’t one of the supported languages, the application loads in English. Once the application has been configured in a Microsoft Dynamics CRM organization, the application will load the application pages in the language specified in the user’s personal options. If the user language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization’s base language isn’t supported, English will be the final fallback if it is enabled on the server. This fallback logic will evaluate several language settings - such as the browser language - when it determines the fallback language. In the following scenario, the fallback will match the browser language: ?User language = Japanese ?Organization base language = Dutch (Set in Microsoft Dynamics CRM: Settings > Administration > Languages)?Browser language = English (Set in browser)In the scenario shown previously, English would be used as the fallback. Note The parent language will be taken into account. For example, if the user’s language is Spanish-Mexico, which isn’t supported, the first fallback will be Spanish (3082), which is one of the supported languages. If the server doesn’t have a supported language enabled, the application’s configuration will fail and it will show the following error message in the language of the device:What admins need to doEnable CRM for phonesGood news! CRM for phones is enabled by default for many entities. To see if an entity is enabled or to enable an entity: 1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Customizations.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.3.In the Customization window, click or tap Customize the System. 4.In the navigation pane, expand Entities, and then click or tap the entity you want to enable access with CRM for phones. 5.Under Outlook and Mobile, select the CRM for tablets checkbox.6.On the Actions toolbar, click or tap Save.Disable CRM for phonesCRM for phones is enabled by default for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online users. As an admin, you can control what is available and who can view CRM for phones using one of these methods.Disable CRM for phones for an entityYou can prevent record types (entities), such as accounts, from appearing in CRM for phones.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Customizations.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.3.In the Customization window, click or tap Customize the System. 4.In the navigation pane, expand Entities, and then click or tap the entity you want to prevent users from accessing with CRM for phones. 5.Under Outlook and Mobile, deselect CRM for phones checkbox.6.On the Actions toolbar, click or tap Save.Disable CRM for phones privilegeYou can prevent users with a specific a security role (for example, Customer Service Representative) from having access to CRM for phones.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Administration.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > Administration.3.In the Administration window, click or tap Security Roles. 4.Select the security role for which you want to prevent access to CRM for phones. 5.Select the Business Management tab.6.Under Miscellaneous Privileges, clear CRM for phones.7.On the Actions toolbar, click or tap Save and Close.Customize formsYou can set which fields appear or don’t appear in Microsoft Dynamics CRM forms in CRM for phones. To modify mobile forms:1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Customizations.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.3.In the Customization window, click or tap Customize the System. 4.In the navigation pane, expand Entities, and then select an entity and expand it. 5.Click or tap Forms, select the mobile form, and then add or remove the attributes.6.On the Actions toolbar, click or tap Save and Close.Note If you change the availability of CRM for phones for an entity – in the web application go to Settings > Customizations > Customize the System > select an entity > CRM for phones – once you click or tap Save, your changes will go live. You don’t have to publish the changes.For more information, see Create and edit mobile forms in the Customization Guide.Installing CRM for phonesWhat users need to doOnce you have enabled phone privileges, users can install the mobile app.?Windows Phone 8 usersGo to the Windows Phone Store and install Microsoft Dynamics CRM.?Apple iPhone usersGo to the Apple App store and install Microsoft Dynamics CRM.?Android phone usersGo to the Google Play store and install Microsoft Dynamics CRM.After users install the app, they need to sign in with the URL and credentials that you provide them.About CRM for phones authenticationCRM for phones authenticates users using browser-based authentication, which means no credentials are stored on the phone.Microsoft Dynamics CRM OnlineCRM for phones users connected to Microsoft Dynamics CRM Online on the Microsoft online services environment will automatically renew their sign-in for up to 30 days. Users connected to Microsoft Dynamics CRM Online who aren’t yet on Microsoft online services environment must renew their sign-in every 8 hours.Microsoft Dynamics CRM 2013 (on-premises version)CRM for phones connections to Microsoft Dynamics CRM 2013 require an Internet-facing deployment. TroubleshootingFor information on known issues with CRM for phones, see Known issues for CRM for tablets and phones. Here are some things to try to diagnose and fix issues.Test in the browserTo determine if the problem exists with the CRM for phones app, try viewing your organization in a browser – first on a computer and then on your phone. If the problem persists in a browser, then the app might not be the issue.Rule out customizationsSome customizations may conflict with CRM for phones. Try connecting to another organization without customizations. Also, make sure you synchronize CRM for phones to catch any customization changes. Is it a permissions issue?To check if the issue is related to permissions, try accessing Microsoft Dynamics CRM with a different user and different security role.See AlsoCRM for phones: Set up and useCRM for tablets and CRM for phones limitations and known issuesCreate and edit mobile formsCRM for tablets and CRM for phones limitations and known issuesThis topic describes issues and limitations that may be experienced when you run Microsoft Dynamics CRM for tablets, when you use a tablet and run Microsoft Dynamics CRM in a web browser, or when you use Microsoft Dynamics CRM for phones. For additional issues, see Known issues for CRM for tablets and phones in the Customer Center.In this sectionTablet and phone limitationsTablet known issuesTablet and phone limitationsYou can’t switch users when you run the CRM for tablets app or the CRM for phones appThe Microsoft Dynamics CRM for Windows 8, Microsoft Dynamics CRM for iPad, and CRM for phones apps can only run under the single user account that was set up when the application was installed. To change a user in the tablet or phone app, uninstall the app and then install the app again to specify the new user.User credentials required for Microsoft Dynamics CRM 2013 (on-premises) mobile apps with AD FS versions earlier than Windows Server 2012 R2Active Directory Federation Services (AD FS) in Windows Server 2012 R2 supports multi-factor authentication (MFA) that can be configured to let mobile Microsoft Dynamics CRM (on-premises) clients authenticate without prompting for user name and password credentials. Earlier versions of Active Directory Federation Services (AD FS) don’t support MFA and require credentials when a mobile Microsoft Dynamics CRM (on-premises) app client signs in. For more information about MFA, see Overview: Manage Risk with Additional Multi-Factor Authentication for Sensitive Applications.Tablet known issuesCRM (on-premises) URL doesn’t resolve on Nexus tabletsWhen you try to access Microsoft Dynamics CRM (on-premises) using an internal URL on a Nexus 10 tablet in the Chrome web browser, the URL doesn’t resolve and you can’t access the site. For example, a URL in the form of doesn’t resolve.This is a known issue with Android devices accessing IIS intranet sites. To work around this issue, select one of the following solutions.?Use the fully qualified domain name to resolve the address, such as the server IP address, such as for tablets users are repeatedly prompted for sign-in credentials and can’t sign inUsers who try to sign in to Microsoft Dynamics CRM Server 2013 (on-premises) configured for Internet-facing deployment (IFD) using Microsoft Dynamics CRM for tablets are repeatedly prompted for credentials and can’t sign in. This issue occurs when the server running IIS where the CRM web application is installed has Negotiate and NTLM Windows authentication providers enabled on certain CRM website features.To resolve the issue, run a Repair of Microsoft Dynamics?CRM Server on the server running IIS where the Web Application Server role is installed. Important To resolve this issue by running Repair, the CRM deployment must already be configured for claims-based authentication and IFD. For more information about Repair, see Uninstall, change, or repair Microsoft Dynamics CRM Server 2013.CRM for Windows 8 known issues“Invalid user” error message when you try to sign in on a device that was recently used to sign-in by another userWhen a user signs in to Microsoft Dynamics CRM and selects "Save email and password" using the CRM for Windows 8 app, another user may be unable to sign in to CRM using the device after the initial sign-in. This occurs even after the uninstall and reinstall that is required to change users on a tablet. This behavior occurs because the sign-in token must expire before another user can sign in using the same device.To work around this issue, either wait a period of time (48 hours by default) for the sign-in token to expire or sign in from another Windows 8 device.Event 10001 messages appear in the Event Log when you run CRM for Windows 8 The following event may be recorded multiple times to the Event Log, when Show Analytic and Debug Logs is enabled, on the device where Microsoft Dynamics CRM for Windows 8 is running. Notice that, by default, Show Analytic and Debug Logs is disabled in Event Viewer and these messages won’t be recorded. More information: Enable Analytic and Debug Logs?Event Id: 10001?Message: SEC7131 : Security of a sandboxed iframe is potentially compromised by allowing script and same origin access.Verify the source of the messages. If the source is Microsoft Dynamics?CRM Server, these events don’t pose a security threat and can be ignored. See AlsoSet up CRM for tabletsManage security, users and teamsManage security, users and teamsThe following section contains information about users, teams and security in Microsoft Dynamics CRM. In This SectionSecurity concepts for Microsoft Dynamics CRMInvite someone to use Microsoft Dynamics CRMControl data accessAdd or remove territory membersCreate or edit a security roleCopy a security roleManage usersManage teamsAdd teams or users to a field security profileSynchronize user information between Microsoft Dynamics CRM and Active DirectoryAdd or remove territory membersSee AlsoManage your Microsoft Dynamics CRM Online subscriptionSecurity concepts for Microsoft Dynamics CRMYou can use the security model in Microsoft Dynamics CRM to protect the data integrity and privacy in or organization and also supports efficient data access and collaboration. The Microsoft Dynamics CRM security model supports recommended security best practices. The goals of the model are as follows:?Support a licensing model for users.?Provide users with access only to the appropriate levels of information that is required to do their jobs?Categorize users and teams by security role and restrict access based on those roles.?Support data sharing so that users can be granted access to objects they do not own for a one-time collaborative effort.?Prevent access to objects a user does not own or share.You will combine role-based security, record-based security, and field-based security to define the overall access to information that users have in your Microsoft Dynamics CRM organization.For more information about security topics, see the Microsoft Dynamics?CRM?SDK topic, The Security Model of Microsoft Dynamics CRM. Role-based securityYou can use to group sets of privileges together into roles that describe the tasks that can be performed by a user or team. Microsoft Dynamics CRM includes a set of predefined security roles, each of which is a set of privileges aggregated to make security management easier. The bulk of the privileges define the ability to create, read, write, delete and share records of a specific entity type. Each privilege also defines how broadly the privilege applies: at the user level, business unit level, the entire business unit hierarchy or across the entire organization.For example, if you sign in as a user that is assigned the Salesperson role, you have the privileges to read, write and share accounts for the entire organization, but you can only delete account records that you own. Also, you have no privileges to perform system administration tasks such as install product updates, or to add users to the system. A user that has been assigned the Vice President of Sales role can perform a wider set of tasks (and has a greater number of privileges) associated with viewing and modifying data and resources than can a user who has been assigned to the Salesperson role. A user assigned the Vice President of Sales role can, for instance, read and assign any account to anyone in the system, while a user assigned the Salesperson role cannot.There are two roles that have very broad privileges: System Administrator and Customizer. Use of these two roles should be limited to a few people in your organization. Each deployment can also customize existing roles and create its own roles to meet their needs.Record-based securityYou can use record-based security to control user and team rights to perform actions on individual records. This applies to instances of entities (records) and is provided by access rights. The owner of a record can share, or grant access to a record to another user or team. When this is done, they must choose which rights they are granting. For example, the owner of an account record can grant read access to that account information, but not grant write access.Access rights apply only after privileges have taken effect. For example, if a user does not have the privileges to view (read) account records, they will be unable to view any account, regardless of the access rights another user might grant them to a specific account through sharing.Field-based securityYou can use field-level to restrict access to specific high business impact custom fields in an entity only to specified users or teams. Like record-based security, this applies after privileges have taken affect. For example, a user may have privileges to read an account, but can be restricted from seeing specific fields in all accounts.Deployment-wide administrative-level securityDuring installation, Microsoft Dynamics CRM Server Setup creates a special deployment-wide administrator role and attaches it to the user account that is used to run Setup. The Deployment Administrator role is not a security role and does not appear in the Microsoft Dynamics CRM web application as such. Deployment Administrators have complete and unrestricted access to all organizations in Deployment Manager in the deployment. For example, Deployment Administrators can create new organizations or disable any existing organization in the deployment. On the other hand, members of the System Administrator Role only have permissions where the user and security role are located.Important When a deployment administrator creates an organization, that administrator must give db_owner privileges for the org’s databases to the other deployment administrators so that they also have full access to those organizations.For more information about the Deployment Administrator role, see the Deployment Manager Help.See AlsoMicrosoft Dynamics CRM administration best practicesControl data accessCreate or edit a security roleCopy a security roleManage usersManage teamsAdd teams or users to a field security profileScalable Security Modeling with Microsoft Dynamics CRM 2011Invite someone to use Microsoft Dynamics CRMAfter you create a new user in Microsoft Dynamics CRM Online, you can send an invitation to the associated person. A person who accepts an invitation can immediately sign in to CRM Online and begin using the application.When a user accepts an invitation, the Invitation Status in their user record changes to Invitation Accepted. If the invitation expires before being accepted, the status will not change from Invited.Important Before you send invitations, be sure that you have added the URL of your CRM Online organization to the list of sites allowed by your browser’s pop-up blocker.Note When a new user is invited to Microsoft Dynamics CRM Online, an invitation email is sent to that user. The invited user must then accept the invitation in CRM Online using a Microsoft account that is associated with the email address that the invitation was sent to. 1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.c.In the list of users, click or tap to select the user, or users, you want to send an invitation to.d.On the Actions toolbar, click or tap More Commands () > Send Invitation.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.b.In the list of users, click or tap to select the entry for the user, or users, you want to send an invitation to.c.On the ribbon bar, click or tap Send Invitation.3.Click or tap OK to send the email invitation.See AlsoManage usersControl data accessTo control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration where appropriate. You do this by setting up business units, security roles, and field security profiles.Business unitsA business unit basically is a group of users. Large organizations with multiple customer bases often use multiple business units to control data access and define security roles so that users can access records only in their own business unit. More information: Create business unitsSecurity rolesA security role defines how different users, such as salespeople, access different types of records. To control access to data, you can modify existing security roles, create new security roles, or change which security roles are assigned to each user. Each user can have multiple security roles.Security role privileges are cumulative: having more than one security role gives a user every privilege available in every role.Each security role consists of record-level privileges and task-based privileges. These privileges determine which records the user can access: None, User, Business Unit, Parent: Child Business Unit, and Organization.Each type of record is either user-owned or organization-owned. Record-level privileges define which tasks a user with access to the record can do, such as Read, Create, Delete, Write, Assign, Share, Append, and Append To.Important To ensure that users can view and access all areas of the web application, such as entity forms, the Navigation Pane, and the ribbon, all security roles in the organization must include the prvReadWebResource privilege on the WebResource entity. For example, without read permissions, a user will not be able to open a form that contains a web resource and will see an error message similar to this: “Missing prvReadWebResource privilege.” For more information, see Create or edit a security role.Overriding security rolesThe owner of a record or a person who has the Share privilege on a record can share a record with other users or teams. Sharing can add Read, Write, Delete, Append, Assign, and Share privileges for specific records. Teams are used primarily for sharing records that team members ordinarily couldn't access. For more information, see Manage security, users and teams. It is not possible to remove access for a particular record. Any change to a security role privilege applies to all records of that record type.Securing custom fieldsIn Microsoft Dynamics CRM, fields on forms can have read, create, and update permissions. Create or change custom field permissions using the Field Security setting on the field customization form and by establishing Field Security Profiles. Field security profiles are similar to security roles in Microsoft Dynamics CRM. Both specify what users or groups of users can see, modify, or create in Microsoft Dynamics CRM. When creating a custom field on a form, you have the option to use field security. Using field security for a field limits access to a field based on a user's field security profile. Not using field security for a field bases any restrictions to the field only on a user's security role. See AlsoSecurity concepts for Microsoft Dynamics CRMCreate or edit a security roleYou can create new security roles to accommodate changes in your business requirements or you can edit the privileges associated with an existing security role.If you need to back up your security role changes, or export security roles for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export a solutionCreate a security role1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Security Roles.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Security Roles.3.On the Actions toolbar, click New.4.Set the privileges on each tab.To change the access level for a privilege, click the symbol until you see the symbol you want. The possible access levels depend on whether the record type is organization-owned or user-owned.Tip To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times.5.When you have finished configuring the security role, on the toolbar, click or tap Save and Close.Edit a security roleBefore you edit an existing security role, make sure that you understand the principles of data access. More information: Control data accessNote You can’t edit the System Administrator security role. To create a security role similar to the System Administrator security role, copy the System Administrator security role, and make changes to the new role.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Security Roles.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Security Roles.3.In the list of security roles, double-click or tap a name to open the page associated with that security role.4.Set the privileges on each tab.To change the access level for a privilege, click the symbol until you see the symbol you want. The possible access levels depend on whether the record type is organization-owned or user-owned.Tip To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times.5.When you have finished configuring the security role, on the toolbar, click or tap Save and Close.Minimum privileges for common tasksIt's helpful to keep in mind the minimum privileges that are needed for some common tasks. These include:?When logging in to Microsoft Dynamics CRM:?To render the home page: prvReadWebResource, prvReadCustomization?To render an entity grid (that is, to view lists of records and other data): Read privilege on the entity, prvReadUserSettings, prvReadQuery?To view single entities in detail: Read privilege on the entity, prvReadSystemForm, prvCreateUserEntityUISettings, prvReadUserEntityUISettings?When logging in to CRM for Outlook:?To render navigation for Microsoft Dynamics CRM and all Microsoft Dynamics CRM buttons: prvReadEntity, prvReadQuery?To render an entity grid: Read privilege on the entity, prvReadCustomization, prvReadWebResource, prvReadUserQuery?To render entities: Read privilege on the entity, prvReadSystemForm, prvCreateUserEntityUISettings, prvReadUserEntityUISettings, prvWriteUserEntityUISettings List of privileges for internal useYou can view the following privileges, but they are for internal use only: Application File Business Unit Map Client Update Commitment Competitor Address Dependency Mode Indexed Article E-Mail Hash E-Mail Search Filter Template Import Data Integration Status Internal Address Inter Process Lock NotificationOrganization Statistic Organization UI Owner principalattributeaccessmap principleobjectaccess Privilege Object Type Code Promote User to Microsoft Dynamics CRM User Administrator Role Resource Expansion Ribbon Command Ribbon Context Group Ribbon Difference Ribbon Rule Ribbon Tab to Command Mapping Role Template Sales Process Instance Sdk Message Pair Sdk Message Request Field Sdk Message Response Sdk Message Response Field Status Map String Map Subscription Subscription Clients Subscription Synchronization Information Tracking information for deleted entities Turn on Tracing SystemUser BusinessUnit Entity Map System User Principal Unresolved Address UserEntityInstanceData User Entity UI Settings User Fiscal Calendar Web Wizard Web Wizard Access Privilege Wizard Page Workflow Wait Subscription.More information: Microsoft Dynamics CRM 2013 Entities, Security Role and Privilege Reference, and Microsoft Dynamics CRM Security Model.See AlsoSecurity concepts for Microsoft Dynamics CRMControl data accessCopy a security roleIf you want to create a security role that is similar to another security role, you can copy an existing security role and save it with a new name. You can then modify the privileges and access levels to accommodate the new security role.Note You can’t copy a security role to a different business unit.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Security Roles.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Security Roles.3.In the list of security roles, under Name, click or tap to select the security role you want to copy, and then on the Actions toolbar, click or tap More Actions > Copy Role.4.In the Copy Security Role dialog box, in the New Role Name text box, type in the name for the new security role.5.To modify the new security role after creating a copy, verify that the Open the new security role when copying is complete check box is selected; otherwise, clear the check box.6.Click or tap OK.See AlsoSecurity concepts for Microsoft Dynamics CRMControl data accessManage usersHow you manage users depends on the version of Microsoft Dynamics CRM that you have.Manage users with subscriptions at Microsoft online services environmentTo do this, see Create users and assign Microsoft Dynamics CRM Online security rolesManage users in Microsoft Dynamics CRM 2013 (on-premises)With Microsoft Dynamics CRM 2013 (on-premises), you can add users to your organization one at a time, or you can add multiple users at the same time by using the Add Users wizard.Add a user1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.c.On the toolbar, click or tap New.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.b.On the ribbon bar, on the Users tab, click or tap New.3.On the New User page, in the Account Information section, specify the User Name for the user.4.In the User Information section, specify the Full Name for the user.5.In the Organization Information section, verify the Business Unit for the user.6.Follow the step for the task you’re doing:?To save the information for the new user, click or tap Save.?To save the information for the user and add another user, click or tap Save & New. ?To add another user without saving the information you entered for the user, click or tap New, and then in the Message from webpage dialog box, click or tap OK.Next, you’ll need to assign a security role to the newly added user. See “Assign a security role to a user” later in this topic.Add multiple usersYou can add multiple user records for the same set of security roles by using the Add Users wizard. Any users you add must be in the Active Directory directory service.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.c.On the toolbar, click or tap New Multiple Users.The Add Users wizard opens.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.b.On the ribbon bar, on the Users tab, click or tap New Multiple Users.The Add Users wizard opens.3.On the Select Security Roles page, select one or more security roles, and then click or tap Next.4.On the Select Access and License Type page, under Access Type, select the appropriate access type for this set of users.5.Under License Type, specify the license type for this set of users.6.Under Email Access Configuration, specify how this set of users will access incoming and outgoing email messages, and then click or tap Next.7.On the Select Domain or Group page, specify to select users from all trusted domains and groups or users from a particular domain or group, and then click or tap Next.8.On the Select Users page, type a part of the name of user you want to add to Microsoft Dynamics CRM 2013. Use semi-colons between names.Note You can also use Look Up to select users. More information: How Inline Lookup Works9.Click or tap Create New Users.10.On the Summary page, review the information about the user additions, and then follow the step for the task you are performing:?To close the Add Users wizard, click or tap Close.?If you need to add more users, for example with a different set of security roles, click Add More Users to begin the wizard again.Note To edit a specific user record, close the wizard, and then open the user record from the list.Assign a security role to a userAfter you create users, you must assign a security role for them to use Microsoft Dynamics CRM. Even if a user is a member of a team with its own security privileges, the user won’t be able to see some data and may experience other problems when trying to use the system.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration, and then click or tap Users.3.In the list, select the user or users that you want to assign a security role to.4.Click or tap More Commands () > Manage Roles. Only the security roles available for that user's business unit are displayed.5.In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and then click OK.Enable or disable usersEnable a user1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > System Administration > Users.3.In the Users view, select Disabled Users and click or tap the user records that you want to enable.4.On the Actions toolbar, click or tap Enable. 5.In the Confirm User Activation message, click or tap Activate.Disable a user1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.If using CRM for Outlooka.In the navigation pane, expand your organization if necessary, and then select Settings > System Administration > Users.3.In the Users view, select Enabled Users and click or tap the user records that you want to disable.4.On the Actions toolbar, click or tap Disable. 5.In the Confirm User Record Deactivation message, click or tap Deactivate.CRM user record fields populated from Active DirectoryWhen you create a new user or update an existing user in Microsoft Dynamics CRM 2013 (on-premises), some fields in the CRM user records, such as the name and phone number, are populated with the information obtained from Active Directory Domain Services (AD DS). The synchronization between Active Directory user accounts and the CRM user records is not automatic. If you change user fields in Active Directory, the information isn’t propagated to CRM until you refresh the user records in CRM.The following table shows the fields that are populated on the CRM user form (user record) from Active Directory user account:CRM User formActive Directory UserActive Directory object tabUser nameUser logon nameAccountFirst nameFirst nameGeneralLast nameLast nameGeneralMain PhoneTelephone numberGeneralPrimary EmailEmailGeneral*AddressCityAddress*AddressState/provinceAddressHome phoneHomeTelephones* The CRM Address field is comprised of the values from the City and State/province fields in Active Directory.See AlsoControl data accessManage teamsUsing teams in Microsoft Dynamics CRM is optional. However, teams provide an easy way to share business objects and let you collaborate with other people across business units. While a team belongs to one business unit, it can include users from other business units. You can associate a user with more than one team. You can use two types of teams: ?An owner team owns records and has security roles assigned to the team. The team’s privileges are defined by these security roles. In addition to privileges provided by the team, team members have the privileges defined by their individual security roles and by the roles from other teams in which they are members. A team has full access rights on the records that the team owns. ?An access team doesn’t own records and doesn’t have security roles assigned to the team. The team members have privileges defined by their individual security roles and by roles from the teams in which they are members. The records are shared with an access team and the team is granted access rights on the records, such as Read, Write, or Append. In This TopicOwner team or access team? About owner teamsAbout access teams and team templatesMaximum settings for system-managed access teamsOwner team or access team? Choosing the type of the team may depend on the goals, nature of the project, and even the size of your organization. There are a few guidelines that you can use when choosing the team type. When to use owner teams?Your organization’s policies require the ability for records to be owned by entities other than users, such as the team entity. ?The number of teams is known at the design time of your Microsoft Dynamics CRM system.?Daily reporting on progress by owning teams is required.When to use access teams?The teams are dynamically formed and dissolved. This typically happens if the clear criteria for defining the teams, such as established territory, product, or volume are not provided. ?The number of teams is not known at the design time of your Microsoft Dynamics CRM system.?The team members require different access rights on the records. You can share a record with several access teams, each team providing different access rights on the record. For example, one team is granted the Read access right on the account and another team, the Read, Write, and Share access rights on the same account.?A unique set of users requires access to a single record without having an ownership of the record.About owner teamsAn owner team can own one or more records. To make a team an owner of the record, you must assign a record to the team. If an owner team doesn’t own records and doesn’t have security roles assigned to the team, it can be converted to an access team. It is a one-way conversion. You can’t convert the access team back to the owner team. During conversion, all queues and mailboxes associated with the team are deleted. When you create a team in the Web application, you have to choose the team type Owner.More information: Create or edit a team, Assign a record to a user or teamAbout access teams and team templatesYou can create an access team manually by choosing the team type Access, or let the system create and manage an access team for you. When you create an access team, you can share multiple records with the team. You can create a system-managed access team for a specific record, but other records can’t be shared with this team. For system-managed teams, you provide a team template that the system uses to create a team. In this template, you define the entity type and the access rights on the record that are granted to the team members when the team is created. A team template is displayed on all record forms for the specified entity as a list. When you add the first user to the list, the actual access team for this record is created. You can add and remove members in the team by using this list. The team template applies to the records of the specified entity type and the related entities, according to the cascading rules. To give team members different access on the record, you can provide several team templates, each template specifying different access rights. For example, you can create a team template for the Account entity with the Read access right, which allows the team members to view the specified account. For another team that requires more access to the same account, you can create a team template with Read, Write, Share and other access rights. To be added to the team, a minimum access level a user must have on the entity specified in the template is Basic (User) Read.Because of the parental relationship between the team template and system-managed access teams, when you delete a template, all teams associated with the template are deleted according to the cascading rules. If you change access rights for the team template, the changes are applied only to the new auto-created (system-managed) access teams. The existing teams are not affected. For the step-by-step instructions on how to create a team template and add it the entity form, see the article in the Create a team template and add to an entity form Maximum settings for system-managed access teamsThe maximum number of team templates that you can create for an entity is specified in the MaxAutoCreatedAccessTeamsPerEntity deployment setting. The default value is 2. The maximum number of entities that you can enable for auto-created access teams is specified in the MaxEntitiesEnabledForAutoCreatedAccessTeams deployment setting. The default value is 5. More information: Deployment Entities and Deployment Configuration Settings and Administer the deployment using Windows PowerShell.See AlsoAbout team templatesManage security, users and teamsCascading BehaviorAdminister the deployment using Windows PowerShellAdd teams or users to a field security profileRole-based security controls access to a specific entity type, record-based security controls access to individual records, and field-level security controls access to specific fields. You can use a field security profile to manage the permission of users and teams to read, create, or write in secured fields. For example, the System Administrator field security profile gives full access to all secured fields in Microsoft Dynamics CRM.1.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar.b.Click or tap Administration > Field Security Profiles.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Field Security Profiles.2.Click or tap the profile name that you want to add teams or users to.3.Under Related, click or tap Teams or Users. 4.On the Actions toolbar, click or tap Add.5.Select a team or user from the list. You can search for a team or user first.6.Click or tap Add.7.Close the field security profile record.See AlsoControl data accessSecurity concepts for Microsoft Dynamics CRMSynchronize user information between Microsoft Dynamics CRM and Active DirectoryMicrosoft Dynamics CRM 2013 supports two methods for authenticating users:?Integrated Windows Authentication ?Claims-based authenticationBy default, customers who purchase Microsoft Dynamics CRM and deploy it on-premises use Windows Authentication. These customers also can set up claims-based authentication for Internet-facing deployments (IFDs) of the product.With integrated Windows Authentication, each user record in CRM 2013 must be associated with a user account in Active Directory to enable log on to CRM. When the user records are associated, CRM 2013 automatically reads and stores other information about the user record (including the first and last name, the email address, and the globally unique identifier, or GUID) from the Active Directory directory service.However, changes to the Active Directory information associated with a specific user can create discrepancies with the information maintained in CRM, thereby preventing the user from accessing CRM. Specifically, if value of the User SamAccountName logon attribute in Active Directory changes for a user, the corresponding user information in CRM 2013 won’t match and the user won’t be able log on to CRM. To ensure that the user can successfully log on to CRM 2013, you must update the information in the CRM user record so that it matches the detail in Active Directory.Before you start, be sure to record the value of the User SamAccountName logon attribute for the affected user before updating the corresponding user record in CRM.Note For information about synchronizing Microsoft Dynamics CRM Online with Active Directory, see the blog post How to Synchronize CRM Online with your Active Directory.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.3.In the list of users, click or tap to select the user record you want to update, and then click or tap Edit.4.In the User Name text box, type an Active Directory user name that isn’t used by any CRM user record.Important If you specify a user name that already exists in Active Directory, CRM will try to map the user to the updated user in Active Directory, and when it locates an existing record with the same GUID, the mapping will fail.If all the user accounts in Active Directory are used by CRM user records, create a temporary Active Directory user account.5.Save the user record, and then in the User Name text box, type in the User SamAccountName logon value that appears for the user Active Directory, which you recorded prior to starting this procedure.6.Click Save and Close.See AlsoManage security, users and teamsAdd or remove territory membersTo accommodate changes in sales territories or the representatives that are assigned to each territory, you can add or remove territory members in Microsoft Dynamics CRM.1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears in the nav bar.b.Click or tap Settings > Business Management > Sales Territories.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > Business > Business Management > Sales Territories.3.In the list of territories, under Territory Name, double-click or tap the entry for the territory you want to add people to or remove people from.4.In the Navigation Pane, expand Common if necessary, and then click or tap Members.5.Follow the steps for the task you’re performing:Add people to a sales territorya.On the ribbon, click or tap Add Members, view the text in the Message from webpage dialog box, and then click or tap OK to close the dialog box.b.In the Look Up Records dialog box, in the Search text box, type in the name or a part of the name of the user you want to add to the sales territory, and then click or tap the Start search icon .c.In the list of records, select the people you want to add to the sales territory, and then tap or click Add.Remove people from a sales territorya.In the list of members, select the people you want to remove from the sales territory, and then on the ribbon, click or tap Remove Members.b.In the Remove Members dialog box, click or tap Remove.Note When you remove someone from a sales territory, the updated list of members isn’t displayed until you refresh the page.See AlsoManage usersManage your Microsoft Dynamics CRM Online subscriptionIf you’re an administrator who performs tasks associated with your organization’s subscription to Microsoft Dynamics CRM Online, the Manage Your Microsoft Dynamics CRM Online Subscription documentation is designed for you. This document also helps other users to ramp up with CRM Online.If you don’t have CRM Online, sign up for a free 30-day trial.The document is a roadmap of key administrative and deployment tasks, from adding and registering users through preparing the system for first use, and sending email to users inviting them to access the online service. There are links to step-by-step instructions for every task.Note This document doesn’t include information about a federated deployment that allows single sign-on (SSO). For more information about identity federation and SSO with the Microsoft online services environment, see Prepare for single sign-on. If you subscribe through Microsoft online services, you can also read about how Microsoft Dynamics CRM Online interacts with Microsoft Office 365. You will learn how this subscription provides you with a single location to manage your subscription to CRM Online and other Office 365 services. More information:?Product support?Billing supportTo get a print version of this document, download the Manage Your Microsoft Dynamics CRM Online Subscription. In This SectionRelease historyGet started administering Microsoft Dynamics CRM OnlineManage subscriptions, licenses, and user accountsManage Microsoft Dynamics CRM Online updatesManage email notificationsAdd interoperation features to Microsoft Dynamics CRM OnlineAccessibility in Microsoft Dynamics CRMHelp and additional resources for Microsoft Dynamics CRM OnlineRelease historyThis is the release history page for the Manage your Microsoft Dynamics CRM Online subscription documentation.Current Version: October 2013In This TopicOctober 2013September 2013May 2013August 2012October 2013The following table lists the significant changes made to this version of the document.New and updated topicsDescription of changesManage Microsoft Dynamics CRM Online updatesAdded a new section “Verify new areas are available in the navigation bar”.Verify new areas are available in the navigation barAdded the topic to describe a new step added to the Post-upgrade steps for servers.September 2013The following table lists the significant changes made to this version of the document.New and updated topicsDescription of changesManage Microsoft Dynamics CRM Online updatesAdded new topic.Licensing plans for Microsoft Dynamics CRM OnlineAdded new topic.Manage email notificationsAdded new topic.May 2013Minor updates.August 2012Initial release.See AlsoManage your Microsoft Dynamics CRM Online subscriptionGet started administering Microsoft Dynamics CRM OnlineThis section of the Manage your Microsoft Dynamics CRM Online subscription document looks at the overall process of deployment and what it takes to get the service ready for users. Microsoft Dynamics CRM Online is an online service offered by subscription through Microsoft online services environment. Microsoft installs the service on its servers and maintains it for you. However, as the administrator, some tasks remaining for you are: add information about your organization, create business units if needed, license and register your users, assign security roles to users, and configure user access to the service. You can then add or import your organization’s data and invite users to access CRM Online.When you manage the subscription in the Microsoft online services environment, the hands-on deployment takes place in two steps. The first step takes place in the Office 365 admin portal and covers the initial tasks that are necessary to set up your subscription to the CRM Online service and to register users to be recognized by the service. You complete these initial tasks in the administrative areas of the Office 365 admin portal. You only need to do these tasks once, unless you add users to the system or purchase additional storage or services.The second step takes place in CRM Online. Here you work on administrative tasks that include assigning users to at least one security role (a user must have at least one security role to access the system), preparing the system for first use, and importing your current CRM data. When you finish these tasks, your users can access CRM Online through email invitations sent by the Microsoft online services environment.If you manage the subscription in CRM Online, you do the initial administrative tasks directly in CRM Online. You create business units, if needed, create users, and assign security roles, prepare the system for first use, and import your current CRM data. When you finish these tasks, your users can access CRM Online through email invitations.Important If you have a CRM Online subscription through Business Productivity Online Suite (BPOS), you must wait until after your service is transitioned to the Microsoft online services environment before you can add additional services or licenses for Office 365 or other Microsoft online services offerings. As soon as transition completes, you can go to the Office 365 admin portal to add services or licenses. In This SectionMicrosoft Dynamics CRM Online requirementsLicensing plans for Microsoft Dynamics CRM OnlinePlan for Microsoft Dynamics CRM Online deployment and administrationGrant users access to Microsoft Dynamics CRM Online as a Microsoft Online serviceImport data into Microsoft Dynamics CRM OnlineCustomizations for Microsoft Dynamics CRM OnlineRelated SectionsSign up for a free 30-day trial. No credit card information or software installation is required.Import data (all record types)Microsoft Dynamics CRM Online requirementsMicrosoft Dynamics CRM Online gives you the following options to access CRM data: ?Web browser. No need to install anything to run CRM Online from a computer running a supported web browser. ?Microsoft Dynamics CRM for Outlook. An Outlook add-in that provides you with a complete set of CRM capabilities right within Microsoft Office Outlook. ?Microsoft Dynamics CRM for phones and CRM for tablets. Lightweight applications that let you access CRM data on almost any web browser running on a tablet, smartphone, or non-Windows computer.Web browser requirementsYou use a common web browser, such as Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari to view, add, or edit information stored in your organization’s CRM Online database. For more information about the supported web browsers and hardware requirements, see Microsoft Dynamics CRM 2013 web application requirements.Microsoft Dynamics CRM for Outlook requirementsCRM for Outlook is a free add-in that give you access to CRM Online in the Outlook user interface. You can download the CRM for Outlook add-in from within CRM Online by clicking Get CRM for Outlook on the message bar.For information about using CRM for Outlook, see Microsoft Dynamics CRM for Outlook hardware requirements and Microsoft Dynamics CRM for Outlook software requirements.For complete installation and configuration instructions, see Microsoft Dynamics CRM for Outlook Installation Instructions for use with Microsoft Dynamics CRM Online. Important CRM for Outlook includes email routing functionality. If you aren’t using CRM for Outlook, there are two other options for processing email:?Configure CRM Online to use the Microsoft Dynamics CRM Email Router for incoming and outgoing email.?Configure CRM Online to use the Microsoft Dynamics CRM Email Router for outgoing email and a forward mailbox for incoming email.More information: Planning email integrationMobile device requirementsUsers can work in CRM Online by using a supported browser on a mobile device, or by using Microsoft Dynamics CRM for phones. For more information about the mobile experience in CRM Online, see Getting Started with CRM Mobility and Microsoft Dynamics CRM mobile device support.Microsoft Office requirementsMicrosoft Dynamics CRM leverages the capabilities of on-premises versions of Microsoft Office or Microsoft Office 365 and integrates with Microsoft Office Word and Microsoft Office Excel. For more information about the supported versions of Microsoft Office, see Supported versions of Microsoft Office. See AlsoGet started administering Microsoft Dynamics CRM OnlinePlan for Microsoft Dynamics CRM Online deployment and administrationLicensing plans for Microsoft Dynamics CRM OnlineMicrosoft Dynamics CRM Online brings to the online customers a multi-tiered licensing model that has already been successfully used by the on-premises customers. The key benefits that you’ll experience from the new licensing model include:?Flexibility. You can mix and match different types of licenses to accommodate the specific needs of your business and save money in the process.?High value. You choose from highly competitive offerings with a low Total Cost of Ownership.?Clarity. You acquire licenses based on the functionality that users require, rather than how you access the system.?Parity. You use a consistent licensing model that applies equally to online and on-premises solutions built on Microsoft Dynamics CRM.?Mobile access. You can access CRM by using mobile and desktop applications, which is included with each user license at no additional license fee.Note Every CRM Online account includes one production instance and at least 5GB of storage. You can purchase additional capacity based on available storage and your business needs.With the new multi-tiered licensing model, you can choose from the following user license plans: ?Essential. Provides access to custom applications built on Microsoft Dynamics CRM platform.?Basic. Provides access to core entities: accounts, contacts, leads, and cases. This plan also provides access to reports, dashboards, visualizations and custom applications. ?Professional. Provides access to all CRM entities and features. One additional non-production instance is included with 25 or more paid Professional user licenses. For every twenty paid Professional user licenses, the storage capacity increases by 2.5 GB, up to a maximum of 50 GB at no additional charge. For information about new licensing model and ensuring compliance with Microsoft Dynamics CRM licensing guidelines, download: Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online LicensingFor a complete list of the capabilities included with each license, see Microsoft Dynamics CRM Online pricing and licensing guideSee AlsoGet started administering Microsoft Dynamics CRM OnlinePlan for Microsoft Dynamics CRM Online deployment and administrationYour Microsoft Dynamics CRM Online deployment will go more smoothly with some preliminary planning. The following table lists some of the items to consider before you start the actual deployment process.ItemDescriptionConsiderationsEnvironment discoveryA detailed description of your organization’s environment in terms of number of users, groups or teams, and the number and type of business units or divisions. Identify current CRM data that you would like to bring into CRM Online, and your overall data storage requirements. Include a business requirements analysis that describes your organization’s expectation or requirements for a service level agreement (SLA). An SLA is an agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other. Specify your policies related to security and privacy.Is there enough overlap in customers and products across business units to be able to work in the same CRM data? What type of security policy does the organization already have in place? Are there any special requirements in this area? Is there a plan for business growth that could affect the number of users of CRM Online? Plan for enough time to do this discovery; information that comes out of this exercise can affect the way you implement the service.Single sign-onAn authentication process that enables a user to access multiple systems or services through a single set of sign-on credentials. For example, implementing single sign-on for CRM Online in an organization’s network environment means that after a user signs in to the network, that user does not have to enter credentials again when accessing CRM Online.Single sign-on is available only to customers who manage their CRM Online subscription through the Microsoft online services environment. There are additional requirements to implement this feature, therefore, consider how important it is to your organization.More information: Prepare for single sign-on.Administrative roles in the Microsoft online services environment A number of administrative roles are available to assign to users if you manage your subscription in the Microsoft online services environment. Administrative roles define administrative responsibilities related to subscription management activities, for example, billing administration, password administration, and user management administration.Consider the available administrative roles and the needs of your environment to identify the roles you want to use and the users you will choose for each role. The global administrator role is the highest level role, having all the permissions to manage any part of the subscription process. We recommend that you assign this role to more than one person so that someone is always available to manage all aspects of the subscription. Note Administrative roles cover all subscription management functions within the service. These aren’t the same as the security roles that you assign to users in CRM Online, which are required and govern access to resources in the CRM Online service. See “Security roles in Microsoft Dynamics CRM Online” in this table.Security roles in Microsoft Dynamics CRM OnlineCRM Online uses role-based security. The security role assigned to a user determines the tasks the user is permitted to perform and the data that the user is permitted to view. Every user must be assigned at least one security role to access CRM Online.Note Security roles aren’t the same as administrative roles in the Microsoft online services environment, which cover subscription management and related activities in the Office 365 admin portal. See: Administrative roles in the Microsoft online services environment in this table.Importing dataCRM Online offers a wizard to help with importing CRM data from other applications and services.If you import data from other systems, consider the way you’ll process the data to minimize errors. More information: Import data (all record types)Product updatesSome CRM Online releases will include optional product updates that you can choose to enable.Product updates may affect existing customizations in your CRM Online instance. Review the documentation associated with each product update before you enable it in a production environment. Additionally, some product updates, such as the sales and service process forms, can’t be removed or easily reverted to the previous functionality. Therefore, you should give careful consideration before you enable a product update. More information: Install product updatesTip If you’re unsure whether you want to enable a product update in a CRM Online instance used in production, sign up for a trial subscription to evaluate the new functionality. More information: Sign up for a trial instanceSee AlsoGet started administering Microsoft Dynamics CRM OnlineMicrosoft Dynamics CRM Online Enterprise Planning GuideMicrosoft Dynamics CRM Online requirementsGrant users access to Microsoft Dynamics CRM Online as a Microsoft Online serviceGrant users access to Microsoft Dynamics CRM Online as a Microsoft Online serviceThis topic applies only to administrators who manage a subscription to Microsoft Dynamics CRM Online through the Microsoft online services environment.To have users up and running in CRM Online, you complete some administrative tasks in the Office 365 admin portal—which you generally do only once—followed by administrative tasks in Microsoft Dynamics CRM Online. CRM Online is an online service subscription. If you signed up for this service and manage your subscription through the Microsoft online services environment, you received a set of licenses with your subscription, one license for each user. You can purchase additional licenses if you need them.As described in step one that follows, in the Office 365 admin portal, register your users so that they are recognized in the Microsoft online services environment, assign a license to each user, and then assign administrative roles to the users you choose to fill those roles. More information: Assigning Administrator RolesIn Microsoft Dynamics CRM Online, populate the service with your organization’s data, including users and their security roles, business units, and any existing CRM data that you want to import from other applications or services. If your organization uses business units, assign users to the appropriate business unit, and then assign a security role to each user. CRM Online includes predefined security roles that aggregate a set of user permissions to simplify user security management. An organization can define additional roles or edit predefined security roles to meet its unique security needs. For more information about security roles in CRM Online, see Control data access.Important Users can’t access CRM Online until they’ve been assigned at least one security role. See Step Two: Assign security roles in Microsoft Dynamics CRM Online .Differences between the Microsoft Online services environment administrative roles and Dynamics CRM Online security rolesAdministrative roles are available to assign to users in the Office 365 admin portal. The administrative roles cover a set of rights and permissions related to managing the service subscription, such as adding users and assigning licenses. The global administrator role has rights to control every aspect of the subscription and to add subscriptions to other online services. The password administrator role has rights to reset a user’s password, create service requests, and monitor the service.Security roles are assigned within CRM Online and cover rights and permissions-related aspects, for example, permission to update records or to publish customizations.The roles are similar in that both types contain aggregated sets of permissions that allow access to some items and not to others, and that allow some actions to be taken but not others. The roles are different in that the first one applies to the management of the subscription but not to the service itself, and the second applies only within the service.Using roles is a powerful way to group a set of rights that are common to a job title or business unit. This way, the administrator can grant a whole set of permissions to users simply by assigning a user or group of users to a given role. Step One: Provision users, and assign licenses and administrative roles in the Office 365 admin portalYour organization’s subscription to CRM Online provides access to the Office 365 admin portal through a global administrator account. The global administrator manages every aspect of the subscription and may add subscriptions to other Microsoft online services. As the global administrator for your organization, one of your first tasks is to create users in the Office 365 admin portal. This registers users in the system and enables users to be licensed to use services available within the online service environment. You decide which service you want your users to have by assigning a license for that service to a user. For instructions about creating users in the Microsoft online services environment, see Create or Edit Users. For instructions about assigning a license to a user, see Assign a License to a User.During your planning phase, you might have identified a set of key administrative roles that you want to fill. More information: Plan for Microsoft Dynamics CRM Online deployment and administration. Because the administrative roles provide coverage for administrative tasks when the global administrator is not available, it’s a best practice to assign these roles to users, including assigning the global administrator role to a second user. More information: Assigning Administrative Roles and View administrator permissions by role.The online service sends an invitation to each userAfter you set up a user in the Office 365 admin portal, that user receives an email invitation with a link and a password for the Microsoft online services environment. The credentials in the invitation provide access to the portal and to documentation. However, the users who receive these invitations can’t access CRM Online until you complete step two in this process.Step Two: Assign security roles in Microsoft Dynamics CRM Online Sign in to CRM Online and add business units (if your organization needs more than one business unit), and assign security roles and business units to users. The users you registered with the online service in step one are automatically added to CRM Online. After you assign at least one security role to a user, that user can click the link in the email invitation, enter credentials, and begin using CRM Online. More information: Manage users and Set up a CRM organization.Important Before you start adding information to CRM Online, we recommend that you turn off or disable your browser’s pop-up blocker. Pop-up blockers can block data-entry dialog boxes in CRM Online. For more information about browser and other settings for improved product performance, see Key preparation and configuration tasks.You might have CRM data located in other systems. In your planning phase, you considered how you’ll import this data. Before you invite users into CRM Online, ensure that you have completed the data migration process. More information: Import data into Microsoft Dynamics CRM Online and Import data (all record types).See AlsoGet started administering Microsoft Dynamics CRM OnlinePlan for Microsoft Dynamics CRM Online deployment and administrationManage subscriptions, licenses, and user accountsImport data (all record types)Import data into Microsoft Dynamics CRM OnlineIf you’ve completed a Microsoft Dynamics CRM Online free trial and are converting to a CRM Online paid subscription, you can easily remove the sample data and then import or enter your own data.If your business data is currently located in other systems, you should import it into CRM Online. Depending on the amount and complexity of the data in other systems, there are several options for importing it.Delete sample dataIf you’ve been using the sample data in a free trial of CRM Online, you can easily delete it before adding your business data.1.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Data Management.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Data Management.2.In the Data Management area, click or tap Sample Data.3.In the Sample Data dialog box, click or tap Remove Sample Data.Import Outlook contacts into Microsoft Dynamics CRM OnlineIn CRM Online, contacts are people you do business with and accounts are the companies they work for. If your current Outlook contacts are the names of people that you do business with, importing the Outlook contacts is a streamlined process because the field names are the same in both systems.After you install CRM for Outlook, you can use the Add Contacts Wizard to add contacts directly from Outlook into CRM Online. More information: Import contacts.Import other types of data into Microsoft Dynamics CRM OnlineUsing the CRM Online Import Data Wizard, you can import many types of customer data stored in comma-separated value (.csv) format. Many spreadsheet programs that you use to store data, such as Microsoft Office Excel, provide an option to convert the data into .csv format when you save it. Many browser-based email programs enable you to save your contacts information to a file in (.csv) format.After the data is in a supported format, you can use the Import Data Wizard to import contact information that is stored in .csv, .txt, .xml, or .zip files. More information: Import data.Note When you have verified that your imported data is correct, consider running a duplicate detection job on the imported data to identify and delete duplicated data. More information: Detect duplicate data.See AlsoImport data (all record types)Customizations for Microsoft Dynamics CRM OnlineCustomizations for Microsoft Dynamics CRM OnlineYou can tailor Microsoft Dynamics CRM Online to more closely fit your organization’s industry, nomenclature, and unique business processes by customizing the service. You can implement many customizations without developer support by using tools that are part of the service. More information: Customization Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineCRM Online is highly customizable. More information: Customization capabilities[CRM1].The following table shows some examples of customizations.CustomizationDefinitionReason for the customizationEntityAn item with properties that you track, such as a contact or account. For an entity you might track properties such as company name, location, products, email, and phone. You can create or modify the name or properties of an entity that your organization wants to track.WorkflowA set of rules that run on demand or are triggered to run automatically.You can create or modify workflows to run in accordance with the way your organization works. For example, a custom workflow could automatically send an email notification to an account owner when a specific condition or combination of conditions is reached.FieldA property of an entity, such as company name.You can define entity properties that you want to track.FormA set of data-entry fields for a given entity that matches the items that your organization tracks for the entity, for example, a set of data-entry fields that track a customer’s previous orders along with specific requested reorder dates.You can create a new form based on an existing form, and then customize the form to suit your organization’s needs.InterfaceThe buttons, labels, and controls of the user interface.If the users in your organization find the term Commit more familiar than the term Go, for example, you can change all the Go buttons to be Commit buttons.See AlsoImport data (all record types)Import data into Microsoft Dynamics CRM OnlineAdd interoperation features to Microsoft Dynamics CRM OnlineManage subscriptions, licenses, and user accountsAs a Microsoft online services environment administrator, you manage the subscription, including billing and payments, licenses, user registration, CRM Online instances and storage. If your CRM Online subscription is through Microsoft online services environment, you do these tasks in the Office 365 admin center. In This SectionManage Microsoft Dynamics CRM Online licensesCreate users and assign Microsoft Dynamics CRM Online security rolesAdd an instanceEdit an instanceManage storage for Microsoft Dynamics CRM OnlineGlobal and Service administrators can administer Dynamics CRM without requiring a licenseManage Microsoft Dynamics CRM Online licensesWhen you purchase a subscription to Microsoft Dynamics CRM Online, you receive a set of licenses to assign to users. Only licensed users are allowed access to the online service. You must assign a license to every user who will use the service.A license conflict occurs if your organization has more users than licenses.Manage licenses for Microsoft Dynamics CRM Online if you manage the subscription through Microsoft online services If you manage your subscription through Microsoft online services and run out of licenses, you have several options: ?Add licenses to your subscription and then assign licenses to users.For step-by-step instructions for adding licenses to a subscription that is managed through Microsoft online services, see Purchase More Licenses.?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.For step-by-step instructions for removing a license that you manage through Microsoft online services, see Remove a License from a User.?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.Tip Delete the user accounts of people who leave your company. This frees up the licenses so that you can re-assign them.For step-by-step instructions about deleting a user account that you manage through Microsoft online services, see Delete a User to Free a License.?If a license conflict occurs because your credit card information has become outdated in Microsoft online services, you can renew your subscription by updating the credit card information, for example, by updating the card’s expiration date, or by adding a new credit card.For step-by-step instructions for updating credit card information or renewing a subscription that you manage through Microsoft online services, see Renew Your Company’s Subscription to Resolve License Conflicts and Update Credit Card Information.Important Signing out of the Office 365 admin portal doesn't sign you out of Microsoft Dynamics CRM Online. You must do that separately.To cancel your subscription to Microsoft Dynamics CRM Online for any reason, call Billing Support at the phone number listed for your country or region here: Billing Support and Phone Numbers.Note If you don’t have access to a phone, you may submit your cancellation request as a service request. To enter the service request, sign in to your account, and then, under Support, click or tap Service Requests. In the Problem Description area, fill out the form for a new service request by choosing Cancel subscription.Important Save your Microsoft Dynamics CRM Online data to a location where you can retrieve it later, if needed.Manage licenses if you manage the subscription through Microsoft Dynamics CRM OnlineNotice that this information applies to customers who aren’t using Microsoft online services but are using an earlier online service platform. Each user license requires a unique Microsoft account (formerly Windows Live ID), and every user who logs on to Microsoft Dynamics CRM Online needs a license. Most Microsoft Dynamics CRM Online subscriptions include a specific number of user licenses. You can add user licenses by using the Add User License Wizard. To reduce user licenses, contact our sales organization. You can find contact information on the Microsoft Dynamics CRM website.Tip If you want to register someone in your organization who doesn’t have a Microsoft account, ask that person to go to the Create your Microsoft account page and create a Microsoft account. This step does not require a credit card and takes just a few minutes.1.In the Navigation Pane, click or tap Settings > Administration > Subscription Management.2.Under Resource Usage and Management, next to User Licenses, click or tap Add Licenses.plete the Add User License Wizard.Changes to your subscription take a few minutes to take effect, and will be reflected in your next month's billing statement on a prorated basis.See AlsoManage subscriptions, licenses, and user accountsCreate users and assign Microsoft Dynamics CRM Online security rolesCreate users and assign Microsoft Dynamics CRM Online security rolesIf you manage your subscription to Microsoft Dynamics CRM Online through the Microsoft online services environment using the Office 365 admin portal, you create a user account for every user who needs access to CRM Online. The user account registers the user with Microsoft online services environment. In addition to registration with the online service, the user account must be licensed in order for the user to have access to the service. Assign a license to the user account to allow access to the online service. Notice that when you assign a user the global administrator role in the Microsoft online services environment, it automatically assigns the user the System Administrator security role in Microsoft Dynamics CRM. More information: Differences between the Microsoft online services environment administrative roles and CRM Online security rolesCreate a user accountWhen you create a user account in the Office 365 admin portal, the system generates a user ID and temporary password for the user. You have the option to let the service send an email message to the user as clear text. Although the password is temporary, you may consider copying the information to send to the user through a more secure channel, such as from an email service that can digitally encrypt the contents. For step-by-step instructions for creating a Microsoft online services user account, see Create or Edit Users.Note When you create a user in Office 365 and assign a license to the user by using the Office 365 admin center, the user is also created in Microsoft Dynamics CRM Online. The synchronization process between the Office 365 admin portal and Microsoft Dynamics CRM Online can take a few minutes to complete. By entering a user ID and password, a user can access the Office 365 admin portal to view information about the service. However, the user will not have access to Microsoft Dynamics CRM Online until you assign at least one Microsoft Dynamics CRM Online security role to this user. Add a license to a user accountIf you manage your Microsoft Dynamics CRM Online subscription in the Microsoft online services environment, you can license the user when you create the user account, or you can license the user later. You must assign a license to every user account that you want to access the online service. For step-by-step instructions, see Assign a license to a user.Important Licensed users must be assigned at least one Microsoft Dynamics CRM security role to access CRM Online. More information: Set up and assign security roles in Microsoft Dynamics CRM Online.About user licenses?Microsoft Dynamics CRM Online uses user licenses to provide access to your organization. You need one user license per person with an active user record who logs into your organization.?When you add a new person, the Add Users Wizard displays the number of user licenses available. If you reach your limit, the Next button is no longer available. You can add additional licenses with the Add User License Wizard.?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. You cannot reduce the number of licenses to less than you are currently using or less than your offer allows. Any changes are reflected in your next billing cycle.?Each user license requires a unique Microsoft account, and every user who logs on to Microsoft Dynamics CRM needs a license. Most CRM subscriptions include a specific number of user licenses.Assign a security role to a userSecurity roles control a user’s access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user’s view of data and on the user’s interactions with that data. Microsoft Dynamics CRM Online provides a default set of security roles. If necessary for your organization, you can create new security roles by editing one of the default security roles and then saving it under a new name.You can assign more than one security role to a user. The effect of multiple security roles is cumulative, which means that the user has the permissions associated with all security roles assigned to the user. Security roles are associated with business units. If you have created business units, only those security roles associated with the business unit are available for the users in the business unit. You can use this feature to limit data access to only data owned by the business unit.For more information about the difference between Microsoft online services administrator roles and Microsoft Dynamics CRM Online security roles, see Grant users access to Microsoft Dynamics CRM Online as a Microsoft Online service.Important You must assign at least one security role to every CRM Online user. The service does not allow access to users who do not have at least one security role. Even if a user is a member of a team with its own security privileges, the user won’t be able to see some data and may experience other problems when trying to use the system.In CRM Online: 1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Administration > Users.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration, and then click or tap Users.3.In the list, select the user or users that you want to assign a security role to.4.Click or tap More Commands () > Manage Roles. Only the security roles available for that user's business unit are displayed.5.In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and then click OK.(Optional) Assign an administrator roleYou can share Microsoft online services environment administration tasks among several people by assigning Microsoft online services environment administrator roles to users you select to fill each role. You might decide to assign the global administrator role to a second person in your organization for times when you are not available. There are five Microsoft online services environment administrator roles with varying levels of permissions. For example, the password reset administrator role can reset user passwords only; the user management administrator role can reset user passwords as well as add, edit, or delete user accounts; and the global administrator role can add online service subscriptions for the organization and can manage all aspects of subscriptions. For detailed information about Microsoft online services administrator roles, see Assigning Administrator Roles. For step-by-step instructions for assigning a Microsoft online services environment administrative role, see Assign or Remove Administrator Roles for an Existing User.Note Microsoft online services environment administrator roles are valid only for managing aspects of the online service subscription. These roles don’t affect permissions within the CRM Online service.Reset a user’s passwordIf a user loses a password, you can reset it. To reset a user’s password, you must be a Microsoft online services environment global administrator, user management administrator, or password administrator.For step-by-step instructions, see Reset a User’s Password.Note The reset password is temporary. The user must change the temporary password at the next sign in. To help users meet the requirements for creating a new password in the Microsoft online services environment, see Password Policy.Enable or disable usersTo enable a user, assign a license to the user and add a user to the security group that is associated with an instance of CRM Online. If you enable a user that was disabled, you must send a new invitation for the user to access the system.To disable a user, remove a license from the user or remove the user from the security group that is associated with an instance of CRM Online. Removing a user from the security group doesn’t remove the user’s license. If you want to make the license available to another user, you have to remove the license from the disabled user. Note Removing all security roles from the user prevents the user from signing into and accessing Microsoft Dynamics CRM Online. However, it doesn’t remove the license from the user and the user remains in the list of the enabled users in Microsoft Dynamics CRM Online. Removing security roles from a user isn’t a recommended method of removing access to CRM Online. You must be a member of an appropriate administrator role to do these tasks. More information: Assigning administrator roles in Office 365Enable a user by assigning a license to the user and adding a user to the security group1.In Office 365 admin portal, click or tap users and groups > active users and click or tap the user. 2.In Assign Licenses, check the Microsoft Dynamics CRM Online check box. Click or tap Save.3.In the Office 365 admin portal, click or tap users and groups > security groups. 4.Click or tap the security group that is associated with your CRM Online organization. 5.In Available members, click or tap the user and then click or tap Add. Click or tap Save and Close.Disable a user by removing a license from the user1.In the Office 365 admin portal, click or tap users and groups > active users and select a user. 2.In Assign Licenses, clear the Microsoft Dynamics CRM Online check box. Click or tap Save.Disable a user by removing the user from the security group that is associated with an instance of CRM Online1.In the Office 365 admin portal, click or tap users and groups > security groups. 2.Click or tap the security group that is associated with your CRM Online organization. 3.In Selected members, click or tap the user and then click or tap Remove. Click or tap Save and Close.Note You can also delete users on the Office 365 admin portal. When you remove a user from your subscription, the license assigned to that user automatically becomes available to be assigned to a different user. If you want the user to still have access to other applications you manage through Office 365, for example Microsoft Exchange Online or Microsoft SharePoint, don't delete them as a user. Instead, simply remove the Microsoft Dynamics CRM license you've assigned to them.Note When you sign out of the Office 365 admin portal, you aren’t signing out of CRM. You have to do that separately. Tip To force an immediate synchronization between the Office 365 admin portal and CRM Online, do the following:?Sign out of CRM Online and the Office 365 admin portal.?Close all open browsers used for CRM Online and the Office 365 admin portal.?Sign back in to CRM Online and the Office 365 admin portal.See AlsoManage subscriptions, licenses, and user accountsAssigning administrator rolesControl data accessManage Microsoft Dynamics CRM Online licensesAdd an instanceYou can add instances to a Microsoft Dynamics CRM Online subscription, similar to how you add storage. Each new instance creates a separate organization that can be used by different departments, locations, or for non-production and development purposes. For more information on the instance types available to you, see Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Licensing Guide.Purchase the CRM Online instance on the Microsoft online services portal Purchase subscriptions page. You must have a Microsoft Office 365 account to complete the purchase. Additional storage and instances can be purchased by customers who have a paid Microsoft Dynamics CRM Online Professional user license subscription.You must have either the Microsoft Office 365 Global administrator role or the Microsoft Office 365 Service administrator role to do these tasks. For more information, see Assigning administrator roles.By default, all Office 365 Global administrators and Office 365 Service administrators who do not have a Microsoft Dynamics CRM Online license are granted the following two levels of permission in Microsoft Dynamics CRM Online. ?System administrator security role?Administrative access mode In This TopicControl user access to instances: security groups and licensesWhat information do I need to create an instance? Add an additional instanceEffect on storageControl user access to instances: security groups and licensesIf you’re a company with multiple Microsoft Dynamics CRM Online instances, you can use security groups to control which licensed users can be a member of a particular instance.Consider the following example scenario:InstanceSecurity GroupPurposeCoho Winery SalesSales_SGProvide access to the organization that creates sales opportunities, handles quotes, and closes deals.Coho Winery MarketingMarketing_SGProvide access to the organization that drives marketing efforts through marketing campaigns and advertising.Coho Winery ServiceMarketing_SGProvides access to the organization that processes customer cases.In this example, three security groups provide controlled access to a specific organization. Note the following about security groups:?When users are added to the security group, they are added to the CRM instance.?When users are removed from the group, they are disabled in the CRM instance.?When a security group is associated with an existing instance with users, all users in the instance that are not members of the group will be disabled.?If a CRM instance does not have an associated security group, all users with a CRM license will be created as users and enabled in the instance.?If a security group is associated with an instance, only users with CRM licenses that are members of the instance security group will be created as users in the CRM instance.?When you remove a security group that is associated with a Microsoft Dynamics CRM Online instance, either by editing the instance and removing the security group or by deleting the security group, Microsoft Dynamics CRM Online licensed users who were members of the security group will have the same access to Microsoft Dynamics CRM Online. Note All licensed users, whether or not they are members of the security groups, must be assigned Microsoft Dynamics CRM security roles to access Microsoft Dynamics CRM Online. You assign the Microsoft Dynamics CRM security roles in the Microsoft Dynamics CRM Online web application. Users can’t access instances of Microsoft Dynamics CRM Online until they are assigned at least one security role for that instance. More information: Grant users access to Microsoft Dynamics CRM Online as a Microsoft Online service.Create a security group and add members to the security group1.Sign in to the Office 365 admin portal.2.Click or tap users and groups > security groups.3.Click or tap Add (+).4.In details, add the Display name and Description. Click or tap Save.5.In New security group, select the members for this group from Available members and click or tap Add. Added members appear in Selected members. Click or tap Save and close. 6.To remove a user from the security group, in Selected members, select a user and click or tap Remove > Save and close.Note If the users you want to add to the security group are not created, create the users and assign to them the Microsoft Dynamics CRM Online licenses. Create a user and assign license1.In Office 365 admin portal, click or tap users and groups > active users > Add (+) and enter details. Click or tap next. 2.In settings, assign an admin role or click or tap No. Select the user location and click or tap next.3.Assign Microsoft Dynamics CRM Online license and click or tap next. On the next screen, click or tap create > finish. Associate a security group with a Microsoft Dynamics CRM instance1.In the Office 365 admin portal, click or tap Admin > CRM.2.Select an instance and click or tap Edit Settings.3.In security settings, search for a specific security group. Click or tap the group and then click or tap Save.Tip To force an immediate synchronization between the Office 365 admin portal and Microsoft Dynamics CRM Online, do the following:?Sign out of Microsoft Dynamics CRM Online and the Office 365 admin portal.?Close all open browsers used for Microsoft Dynamics CRM Online and the Office 365 admin portal.?Sign back in to Microsoft Dynamics CRM Online and the Office 365 admin portal.What information do I need to create an instance? When you add an instance, you can accept the default values, or enter different values to create a Microsoft Dynamics CRM Online instance.?Friendly name. This is typically the name of your organization and is displayed in the Microsoft Dynamics CRM application.?URL name. The URL name is used to construct the URL for users to sign-in to the Microsoft Dynamics CRM application. Therefore, we recommend that you limit the length of URL name to reduce the overall length of the URL. ?Purpose. This value is used to associate the instance with a specific intent and is only displayed in the instance picker, which is accessed through the Office 365 admin portal. For example, if this instance is for exclusive use by your sales and marketing departments you can enter Contoso Sales and Marketing or if the instance is for development and for testing purposes enter a relevant name such as Contoso Development. ?Instance Security Group. This value is used to determine the Microsoft online services security group that includes the users who will have access to this instance of Microsoft Dynamics CRM Online. For more information, see Control user access to instances: security groups and licenses.Important If you do not specify a security group, all users associated with the subscription who have a Microsoft Dynamics CRM Online license will be added to the new instance.?Base currency. When you add an instance, you must select a base currency before the instance is provisioned. Although you can add currencies in the Microsoft Dynamics CRM application, only the base currency will be used for reporting.Warning Once set, the base currency cannot be changed.Add an additional instanceThe following steps apply to customers who do not purchase using volume licensing. Volume license customers should see: Purchase Microsoft Dynamics CRM Through Volume Licensing.Step 1: Purchase the additional instance1.Office 365 Global or Service administrators sign in to the Office 365 admin portal, and then, in the navigation pane, click or tap purchase services.2.Under your Microsoft Dynamics CRM Online subscription, click or tap Add more.3.Under optional add-ons, enter the number of instances that you want, and then proceed through the order process. You can choose to add product or non-production instances. For more information, see Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Licensing Guide.Step 2: Configure the additional instance1.On the Office 365 admin portal, click or tap Admin > CRM.2.On the select a Microsoft Dynamics CRM Online instance page, select the instance that you want to configure, and then click or tap Configure CRM.Important If the instance does not appear in the list or is in a state other than ready to configure, wait a few minutes and then try again. You cannot start a new Microsoft Dynamics CRM Online instance until you click or tap Configure CRM and complete the configuration process. Microsoft Dynamics CRM Online instances will not come prepared with sample data when configured by an Office 365 Global administrator who does not have a Microsoft Dynamics CRM Online license. Sample data may be added later, after the instance is configured and ready to use, by a Microsoft Dynamics CRM Online licensed user who has the Microsoft Dynamics CRM system administrator security role. For more information, see Add or remove sample data. 3.Select values that you want to change, or accept the default values, and then click or tap Continue. 4.On the You are almost ready to start using Microsoft Dynamics CRM page, verify that the currency displayed is the correct Microsoft Dynamics CRM base currency. Although you can add currencies in the Microsoft Dynamics CRM application, only the base currency will be used for reporting. To select a different currency, click or tap Change currency and select a different one or specify a custom currency. Warning After a base currency is selected it cannot be changed.After you have verified that the base currency is correct, click or tap Configure CRM.5.On the Your Microsoft Dynamics CRM organization is ready page, click or tap Launch CRM Online to start Microsoft Dynamics CRM Online to prepare the instance for users such as assign security roles, create teams, customize, and import data. More information: Get started administering Microsoft Dynamics CRM Online and Administration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. Tip Note the Microsoft Dynamics CRM Online instance URL that is displayed on the page. Use this URL to directly access the Microsoft Dynamics CRM Online instance.Effect on storageWhen you add a new Microsoft Dynamics CRM Online instance, the new instance and any existing instances will consume the existing storage that is available to the account. Be aware that, when you reach the storage limit all Microsoft Dynamics CRM Online instances associated with the account will go into a read-only state. Warnings will be communicated when storage is near capacity.See AlsoDifferences between Office 365 Administrative Roles and Dynamics CRM Online Security RolesGetting Users Access to Microsoft Dynamics CRM Online as an Office 365 Online ServiceEdit an instanceAdministrators can edit properties of a Microsoft Dynamics CRM Online instance, such as the friendly name, URL, and the description. However, instances that are being provisioned cannot be edited, and disabled instances must be enabled by Microsoft online services environment before they can be edited.You must have the Microsoft Office 365 Global administrator role or Microsoft Office 365 Service administrator role to edit an instance of Microsoft Dynamics CRM Online. Edit an instance1.In the Office 365 admin portal, click or tap Admin > CRM.2.Click or tap the instance that you want, and then click or tap Edit Settings.3.Select any of the following field values that you want to change.?Friendly name. This is typically the name of your organization and is displayed in the Microsoft Dynamics CRM application. After you save the change, it may take up to 5 minutes for the friendly name to appear in the application.?Instance URL. The URL name is used to construct the URL for users to sign in to Microsoft Dynamics CRM. We recommend that you limit the length of the URL name to reduce the overall length of the URL.Warning There are important tasks that you must communicate to your Microsoft Dynamics CRM Online users immediately following a URL name change.?For users of the web application, send information that includes the new URL with instructions about how to bookmark it.?For users of Microsoft Dynamics CRM for Outlook Online, the following two tasks must be completed in the order specified here:1.Synchronize offline data. CRM for Outlook users connected to this instance who work offline must synchronize by using the previous URL. If you run the Microsoft Dynamics CRM Configuration Wizard and change the URL before completing this step, offline data may be lost.2.Run the Configuration Wizard. After a URL name change is saved and any offline data is synchronized, users of CRM for Outlook must run the Configuration Wizard to update the URL. After a URL name change is saved, all users who access that instance must be notified of the change. Users will be able to access the instance for up to 24 hours by using the previous URL. After the 24-hour period has passed, the previous URL will not work.Notice that interim URL names are discarded when there are multiple changes within 24 hours. For example, consider the following situation:i.The original URL of your instance is fourthcoffeesales.crm..ii.Using the instance picker, you change the URL name from fourthcoffeesales.crm. to fourthcoffeemktg.crm..iii.Within 24 hours of the URL name change, you change the URL name again, this time from fourthcoffeemktg.crm. to fourthcoffeesalesandmktg.crm..In this situation, the first URL name change to fourthcoffeemktg.crm. will be immediately removed from the system. The new URL, fourthcoffeesalesandmktg.crm., will become active. Additionally, the original URL, fourthcoffeesales.crm., will be active for up to 24 hours.?Purpose. This value is used to associate the instance with a specific intent and is only displayed in the instance picker, which is accessed through the Office 365 admin portal. For example, if this instance is for exclusive use by your sales and marketing departments, you can enter Contoso Sales and Marketing or, if the instance is for development and testing, enter a relevant name such as Contoso Development.?Instance security group. This value is used to determine the security group that includes the users who will have access to this instance of Microsoft Dynamics CRM Online. Learn more: Add an instanceImportant If you do not specify a security group, all users who have a Microsoft Dynamics CRM Online license will be added to this instance.4.Click or tap Save.See AlsoManage your Microsoft Dynamics CRM Online subscriptionManage storage for Microsoft Dynamics CRM OnlineYou can manage your organization’s data storage capacity in connection with your subscription to Microsoft Dynamics CRM Online. The type of subscription you purchase determines the amount of storage initially allocated to your organization. If you run out of storage, you can add more.You can also gain storage by deleting certain types of unnecessary data in CRM Online. To delete data, you must have a CRM Online system administrator security role.Important You can’t recover deleted data. Before you delete data, ensure that your data is saved to a safe location or that you no longer need it. More information: Understanding Storage and Storage Notifications in Microsoft Dynamics CRM OnlineAdd storage if you manage the subscription in the Microsoft online services environment1.Sign in to the Office 365 admin portal with an Office 365 Global administrator account.2.Click or tap purchase services.3.Under your Microsoft Dynamics CRM Online subscription, click or tap Add more.4.Under optional add-ons, enter the amount of storage space in gigabytes that you want, and then proceed through the order process.If you paid for the subscription by credit card, any additional storage space that you order will be available immediately after you receive an order confirmation. If you’re invoiced for subscription payments, you may be asked to complete a credit check. In this case, the additional storage will not be available until the credit check is passed.See AlsoManage subscriptions, licenses, and user accountsGlobal and Service administrators can administer Dynamics CRM without requiring a licenseBy default, all Office 365 Global administrators and Office 365 Service administrators who do not have a Microsoft Dynamics CRM Online license are granted the following two levels of permission in Microsoft Dynamics CRM Online. ?System administrator security role?Administrative access mode The system administrator security role is typically granted to Microsoft Dynamics CRM administrators giving them unrestricted access to the administrative (Settings) areas, which are used for managing and configuring features of Microsoft Dynamics CRM.Administrative access mode limits access to those areas of Microsoft Dynamics CRM used to configure or customize the system. To give these administrators access to additional areas, such as the Sales, Marketing, and Service areas, a Microsoft Dynamics CRM Online license must be added to the Office 365 Global administrator or Office 365 Service administrator user account, by using the Office 365 admin portal. Note that Administrative access mode cannot be changed on the user form in the Microsoft Dynamics CRM Online application.Create a Microsoft Dynamics CRM administrator account1.Sign in to the Microsoft Services Online portal, and then click or tap users and groups.2.Click or tap an existing user in the list. If you want to create a new administrative user, see Create or edit users and Assigning administrator roles. 3.In the Licenses area, make sure Microsoft Dynamics CRM Online is not selected. Important Unlicensed Office 365 Global and Service administrators have access to the administrative areas of Microsoft Dynamics CRM Online. However, if the administrator also needs access to additional areas of Microsoft Dynamics CRM Online you must select a Microsoft Dynamics CRM Online license for the user.4.Click or tap Settings, under Do you want this user to have administrator permissions, click or tap Yes, and select either Global administrator or Service administrator. For more information about these roles, see Assigning administrator roles. 5.Click or tap Save.See AlsoManage your Microsoft Dynamics CRM Online subscriptionManage Microsoft Dynamics CRM Online updatesYou can now control when you want to install Microsoft Dynamics CRM Online service updates for your organization. You will receive an email before the service update is available with a scheduled update date. This email will also include instructions about how to reschedule the update, if you choose. You will receive reminders 90, 30, 15, and 7 days before the update begins. The service update will happen during a 12-hour window, and during that time your organization might be unavailable for several hours. We’ll let you know when your organization is updated and ready to use.Note If you’re a Microsoft Dynamics CRM Online customer who is in the process of transitioning billing to the Microsoft online services environment, note that a Microsoft Dynamics CRM Online service update is not the same as the subscription billing transition. The billing transition is a one-time occurrence that affects your billing platform. Service updates are recurring releases that affect the features and capabilities that you receive in CRM Online. For information about transitioning to the Microsoft online services environment, see the Transition Center. Reschedule an updateIf you use Office 365 admin portal to sign in to CRM Online (example: yourname@yourorg.):1.Sign in to Microsoft Dynamics CRM.2.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Then click or tap Settings > Administration > Resources In Use. 3.Click or tap Reschedule update to start the Reschedule wizard.If you use Windows Live ID to sign in to CRM Online (example: yourname@):1.Sign in to Microsoft Dynamics CRM.2.On the nav bar, click or tap Microsoft Dynamics CRM > Settings. Then click or tap Settings > Administration > Subscription Management. 3.Click or tap Reschedule update to start the Reschedule wizard.Prepare your CRM organization for the update Microsoft Dynamics CRM Online Fall ‘13 contains a number of exciting changes. To take advantage of new features, you need to ensure any customizations are compatible with this update. What has changed in supported products and technologies?In support of the latest technologies and in compliance with the Microsoft Support Lifecycle, obsolete platform products and technologies will no longer be supported in the next major release of Microsoft Dynamics CRM. For more information, see What’s changing in the next major release.End of support for outdated programmability featuresThere are several Microsoft Dynamics CRM 4.0 features that will be removed or will no longer be supported after the upgrade to Microsoft Dynamics CRM 2013. For more information, see What’s changing in the next major release.You can use the Custom Code Validation Tool to examine your web resources and show you where there might be some problems. The issues that are flagged are either using unsupported coding processes or using the Microsoft Dynamics CRM 4.0 objects and functions. Download this tool and extract the contents. Within the contents, you will find instructions about how to install and use the tool. For more information about this tool, read this blog: Check your JavaScript code to prepare for your upgrade. Checklist for the CRM Online update Most of the update process is handled by Microsoft. However, there are a few things that you must do to prepare.1.Know when your update is scheduled.You can see this in the Settings > Administration > Resources area.2.Involve your Microsoft Dynamics CRM partner.If you have a Microsoft Dynamics CRM partner of record, we strongly recommend that you contact them for guidance and assistance. If you do not have a partner, you may consult the Microsoft Dynamics Marketplace to identify a partner. Please note that there may be charges from partners for their services.3.Watch for communications from Microsoft.We will send you several communications about this subject to keep you informed about the update. We are also displaying the notice to the users of your system in the CRM message bar. We also send email communications to users that have the System Administrator role in CRM. Please make sure the email accounts associated with those user accounts are valid and being monitored. Communications will come from crmoln@, or for partners, you will also receive communications from the Microsoft Dynamics CRM Partner Team: crmteam@.4.Verify your customizations are compatible.You should take the time before your update to verify that customizations are compatible using the Microsoft Dynamics CRM 2013 Custom Code Validation Tool. You should do this early enough that you have time to fix any identified issues. Additionally, Microsoft will run a number of automated tests and if any of those tests fail in your instance, we will email the administrator a list of potential issues we have identified.5.Create a non-production instance in which you can test your customizations.Ideally, you should test your customizations prior to update. This will also give you the opportunity to verify compatibility of any third-party customizations. If you identify any potential issues, please work with the solution provider to correct any issues that arise.6.Notify your users prior to the update of CRM.It is a best practice to notify your users that the system will be unavailable during the update. Please visit the Customer Center to get more resources to prepare users for the update.7.Watch for Update Completion or Reschedule emails from Microsoft.Once your organization is updated, you’ll receive a notification from CRM Online indicating that your organization is ready to use.After the update Following the update, your system will look different. This cleaner, more intuitive interface will be easier and faster to use. To prepare, please visit the Get ready for the next release, where you will find videos, walkthroughs, and other information that you can use to familiarize yourself with the new experience.Update Microsoft Dynamics CRM Online Fall ‘13 components.You can find more details about updating additional components, such as Microsoft Dynamics CRM for Outlook and the Microsoft Dynamics CRM Email Router, in the Installing Guide for Microsoft Dynamics CRM 2013. Update your customizations for the new user interface.After the update, supported customizations to menus and forms from your previous version will continue to work, though they may appear slightly different to simplify the transition to the new user experience. The following shows the steps required to switch your forms to the new experience: More information: Update your forms to Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online Fall '13Verify new areas are available in the navigation barBecause some site map subareas that are new to CRM Online Fall ‘13 may not appear, you may not be able to navigate to some new features. You should verify that you can navigate to these areas and take steps to update your site map if necessary. More information: Verify new areas are available in the navigation barHow to update solutionsCRM Online Fall ‘13 supports importing solutions from the previous CRM Online service update. You can also import a CRM 2011 solution into CRM Online Fall ‘13.Update a CRM Online organization that contains solutionsThere are a few key things to keep in mind when your organization with an unmanaged solution is updated.The solution is updated to CRM Online Fall ‘13 together with the organization. There are several key differences in an updated organization compared to a new organization. Most important is the sitemap. In an updated organization, the sitemap will keep the original configuration defined in the organization and the site map subareas new to CRM 2013 won’t appear. For example, the Workplace will still be present in the site map of an updated organization, whereas it would not be in a “new” CRM Online Fall ‘13 organization. More information: Verify new areas are available in the navigation barManaged solutions that are present in an organization are automatically updated to a CRM Online Fall ‘13 solution; however, they cannot be exported. Updates to them must be done in a new unmanaged solution or in the default solution in CRM Online Fall ‘13. This will create a dependency on the older solution which may or may not be your goal. We recommend contacting the owner of the managed solution and request a version that has been updated to CRM Online Fall ‘13. Import a CRM 2011 solution into CRM Online Fall ‘13 You can directly import existing solutions into CRM Online Fall ‘13. However, there are a few important things to understand in this process.In the section How to update forms above, we covered that all entities have a CRM 2011 and a CRM Online Fall ‘13 form available to them in CRM Online Fall ‘13. When you import a CRM 2011 solution that contains any form customizations, those customizations will be applied to the CRM 2011 form only. This applies to both managed and unmanaged solutions. What that means is that each time you import a CRM 2011 solution that you want to use in your CRM Online Fall ‘13 forms, you must update the form to use it. This applies to forms only. The plug-ins, entities, and other solution objects in the updated solutions don’t require any changes. More information: Update your forms to Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online Fall '13 See AlsoManage your Microsoft Dynamics CRM Online subscriptionVerify new areas are available in the navigation barDuring your upgrade to Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online we try to preserve the navigation options for your organization. Because we are very careful to not overwrite anything there are some new options that may not be available to you after you upgrade. This topic will tell you what these options are, how you can verify whether they’re available in your upgraded organization, and how you can add them in case they’re not present.In This TopicVerify whether new areas are available in your upgraded organizationAdd new areas to the navigation in your upgraded organizationVerify whether new areas are available in your upgraded organizationAfter you upgrade to Microsoft Dynamics CRM 2013, if you have the System Administrator Role you should be able to use the navigation bar to go to the following areas listed in the following table.AreaGroupSubAreaSalesMy WorkWhat’s NewToolsAlertsServiceMy WorkWhat’s NewToolsAlertsMarketingMy WorkWhat’s NewToolsAlertsSettingsSystemEmail ConfigurationPost ConfigurationPost Rule ConfigurationHelpHelpCustomer CenterIf you don’t see these areas, and you want to use them, you should edit your site map and make them available.Add new areas to the navigation in your upgraded organizationThere are three ways you can add these new areas to the navigation bar. The following sections will describe these options.?Import the Add Email and Post Configuration to the SiteMap managed solution?Edit your site map with an editor?Edit your site map manuallyImport the Add Email and Post Configuration to the SiteMap managed solutionWe have prepared a managed solution named Add Email and Post Configuration to SiteMap that you can import to restore these options. It might work for you and it is the easiest option. This should work as long as you don’t have any other existing unmanaged customizations of your site map. If you aren’t sure, you can go ahead and install (import) this managed solution. If you don’t see the changes, you know that you have some unmanaged site map customization that is blocking it from being shown. If it doesn’t work, you can uninstall (delete) the managed solution and try editing your site map another way.Install the managed solution1.Download the AddEmailandPostConfigurationtoSiteMap_1_0_managed.zip file and save it.2.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.3.Click or tap Settings > Solutions.4.In the solutions list menu choose Import.5.In the Import Solution dialog, Select Solution Package step, browse to the AddEmailandPostConfigurationtoSiteMap_1_0_managed.zip file you saved in the first step.6.Click Next and then Import.7.Click Publish Customizations and close the dialog when the installation is complete.You should open and close your browser to make sure any changes are applied and then try to verify whether the changes in the navigation are visible. If they aren’t, delete the Add Email and Post Configuration to SiteMap solution and try editing the site map manually.Edit your site map with an editorYou can edit your site map manually if you’re comfortable editing XML files. But most people use a site map editor. A popular one is included in the Toolbox for Dynamics CRM 2011/2013 released by Microsoft Dynamics CRM MVP Tanguy Touzard. While this application streamlines the process to edit the site map, it still requires that you have some understanding of the site map XML schema. More information: SiteMap XML referenceNote Microsoft Dynamics CRM technical support doesn’t provide support for this application. If you have questions about this application, contact the application publisher.After you download and install the toolbox and open the site map editor, you’ll probably need to add appropriate Group, SubArea, and Privilege elements to existing Area elements or create or edit existing elements to provide a way for people to access the SubArea element that will provide access to the missing functionality. The following table shows the expected configuration for these elements.AreasExcept for the HLP area, you probably already have the areas in the following table. Add the HLP area to provide access to the new Customer Center. Or you may just edit the existing ResourceCenter area so that it points to the content relevant for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online.IdIconShow groupsResource IdDescription resource IdSFA/_imgs/sales_24x24.giftrueArea_SalesSales_DescriptionCS/_imgs/services_24x24.giftrueArea_ServiceCustomer_Service_DescriptionMA/_imgs/marketing_24x24.giftrueArea_MarketingMarketing_DescriptionSettings/_imgs/settings_24x24.giftrueArea_SettingsSettings_Area_DescriptionHLP/_imgs/settings_24x24.giftrueArea_HelpHelp_Area_DescriptionGroupsExcept for the System_Setting group, you’ll probably need to add the following groups. The definition of the MyWork and Tools groups for the SFA, CS, and MA areas are identical.Area IdIdIs ProfileResource IdDescription Resource IdSFAMyWorkGroup_MyWorkMy_Work_DescriptionToolstrueArea_ToolsArea_Tools_DescriptionCSMyWorkGroup_MyWorkMy_Work_DescriptionToolstrueArea_ToolsArea_Tools_DescriptionMAMyWorkGroup_MyWorkMy_Work_DescriptionToolstrueArea_ToolsArea_Tools_DescriptionSettingsSystem_SettingMenu_Label_SystemMenu_Label_SystemHLPHLP_GRPGroup_HelpGroup_HelpSubAreasSubArea elements provide the item people tap or click to access the functionality provided. Add new SubArea elements with the properties in the following table. Because there are three MyWork and Tools groups, add new SubArea elements for each one.Group IdIdIconOutlook Shortcut IconEntityUrlResource IdDescription Resource IdMyWorknav_personalwall$webresource:msdyn_/Images/Wall_16.png$webresource:msdyn_/Images/Wall_16.png$webresource:msdyn_/PersonalWall.htm?data=HideUserProfile%3D0Whats_New_LabelWhats_New_DescriptionToolsnav_traces/_imgs/area/18_alerts.png/_root/tracewall.aspxHomepage_AlertsAlerts_SubArea_DescriptionSystem_Settingnav_social/_imgs/area/16_social.png/tools/social/social_area.aspxSocial_SubArea_TitleSocial_SubArea_DescriptionSystem_Settingmsdyn_postconfigmsdyn_postconfigActivity_Feed_ConfigurationSystem_Settingmsdyn_postruleconfigmsdyn_postconfigActivity_Feed_Rules_ConfigurationHLP_GRPHelp_Resource_Center SubAreas should only be displayed if the person’s security roles give them specific privileges. The Privilege element specifies what privileges are required. The following table shows the privileges that need to be added.SubArea IdEntityPrivilegesnav_personalwallpostReadnav_tracestracelogReadEdit your site map manuallyIf you’re comfortable editing your site map manually, the SDK includes information about accessing, editing, and applying change to this XML document. See the SDK topic Edit the site map for details on this process. The following XML snippets show the changes you need to make.1.Locate the three Area elements with the Id values ” SFA”, “CS”, and “MA”. Add the following Group element to each. <Group Id="MyWork" ResourceId="Group_MyWork" DescriptionResourceId="My_Work_Description"> <SubArea Id="nav_personalwall" ResourceId="Whats_New_Label" DescriptionResourceId="Whats_New_Description" Icon="$webresource:msdyn_/Images/Wall_16.png" OutlookShortcutIcon="$webresource:msdyn_/Images/Wall_16.png" AvailableOffline="false" Url="$webresource:msdyn_/PersonalWall.htm?data=HideUserProfile%3D0"> <Privilege Entity="post" Privilege="Read" /> </SubArea> </Group> <Group Id="Tools" ResourceId="Area_Tools" IsProfile="true" DescriptionResourceId="Area_Tools_Description"> <SubArea Id="nav_traces" Icon="/_imgs/area/18_alerts.png" Url="/_root/tracewall.aspx" ResourceId="Homepage_Alerts" AvailableOffline="false" DescriptionResourceId="Alerts_SubArea_Description"> <Privilege Entity="tracelog" Privilege="Read"/> </SubArea> </Group>2.Locate the Area element with the Id=”Settings” and add the following Group:<Group Id="System_Setting" ResourceId="Menu_Label_System" DescriptionResourceId="Menu_Label_System" > <SubArea Id="nav_social" ResourceId="Social_SubArea_Title" DescriptionResourceId="Social_SubArea_Description" Icon="/_imgs/area/16_social.png" Url="/tools/social/social_area.aspx" AvailableOffline="false" /> <SubArea Id="msdyn_postconfig" ResourceId="Activity_Feed_Configuration" Entity="msdyn_postconfig" /> <SubArea Id="msdyn_postruleconfig" ResourceId="Activity_Feed_Rules_Configuration" Entity="msdyn_postruleconfig" /> </Group>3.Finally, you can add a link to the new Customer Center by adding the following Area.<Area Id="HLP" ResourceId="Area_Help" ShowGroups="true" Icon="/_imgs/settings_24x24.gif" DescriptionResourceId="Help_Area_Description" > <Group Id="HLP_GRP" ResourceId="Group_Help" DescriptionResourceId="Help_Description" > <SubArea Id="Help_Resource_Center" Url="" ResourceId="Area_CustomerCenter" DescriptionResourceId="ResourceCenter_Area_Description" AvailableOffline="false" /> </Group> </Area>In addition, if you still have the Area with Id = “ResourceCenter”, you may want to remove it.See AlsoEdit the site mapSiteMap XML referenceToolbox for Dynamics CRM 2011After the upgradeManage email notificationsThe Microsoft Dynamics CRM Online service team regularly sends email notifications to the administrators in your Microsoft Dynamics CRM organization. Now, with a simple approach of mailbox rules, you have complete control over who should receive these email communications. As an administrator, you can set up mailbox rules to automatically redirect email communications from CRM Online (crmoln@) to additional recipients that you choose. For example, you can add to the list of recipients: ?People outside of your CRM organization, such as your partners.?People inside and outside of your company.All redirected emails retain the original sender context, such as CRM Online (crmoln@ ). You can automatically redirect the email notifications in Exchange Server 2007 or later versions. You can also set up automatic email redirection in the following deployments: ?Microsoft Exchange Server on-premises deployment?Office 365 – Exchange Online service ?Hybrid deployment: Exchange Server on-premises and Office 365 subscription with Exchange Online?Email deployments other than ExchangeFor more information, download the whitepaper: Create your Mailbox ruleSee AlsoManage your Microsoft Dynamics CRM Online subscriptionAdd interoperation features to Microsoft Dynamics CRM OnlineMicrosoft Dynamics CRM Online integrates with a variety of different Microsoft Office and Microsoft Dynamics applications. This provides you with a familiar experience and can help to increase productivity. In This SectionInstall Microsoft Dynamics CRM for OutlookRelated SectionsConnecting Microsoft Dynamics AX 2012 with Microsoft Dynamics CRMInstall Microsoft Dynamics CRM for OutlookMany users find it easier and more convenient to work with Microsoft Dynamics CRM Online data through Outlook, a familiar application interface that they may already be using. This section provides information about hardware and software requirements and about installing Microsoft Dynamics?CRM for Microsoft Office Outlook on a user’s computer.CRM for Outlook RequirementsCRM for Outlook is a free download that integrates Microsoft Dynamics CRM Online into the Outlook interface so that a user can work efficiently with both email and Microsoft Dynamics CRM Online data.More information: Microsoft Dynamics CRM for Outlook hardware requirements and Microsoft Dynamics CRM for Outlook software requirementsInstall CRM for Outlook on a user’s computerA user can download CRM for Outlook from within Microsoft Dynamics CRM Online by clicking Get CRM for Outlook on the message bar. Administrators will find detailed installation instructions in Installing on a computer that does not have Microsoft Dynamics CRM for Outlook installed.Tip If you encounter problems installing or configuring CRM for Outlook, see Microsoft Dynamics CRM for Outlook Configuration Troubleshooting Wizard.See AlsoDownload: Microsoft Dynamics CRM 2013 for Microsoft Office OutlookAdd interoperation features to Microsoft Dynamics CRM OnlineAccessibility in Microsoft Dynamics CRMAdministrators and users who have administrative responsibilities typically use the Settings area of the Microsoft Dynamics CRM web application to manage Microsoft Dynamics CRM Online. A mouse and keyboard are the typical devices that administrators use to interact with the application.Users who don’t use a mouse can use a keyboard to navigate the user interface and complete actions. The ability to use the keyboard in this way is a result of support for keyboard interactions that a browser provides.For more information, see the following Microsoft Dynamics CRM web application accessibility topics:?Use Keyboard Shortcuts?Accessibility for People with DisabilitiesAdministrators and other users who have administrative responsibilities for on-premises deployments of Microsoft Dynamics CRM 2013 also use Microsoft Dynamics CRM Deployment Manager, a Microsoft Management Console (MMC) application, to manage on-premises deployments of Microsoft Dynamics CRM Server 2013.For more information, see the following Microsoft Management Console (MMC) accessibility topics:?Navigation in MMC Using the Keyboard and Mouse?MMC Keyboard ShortcutsAccessibility features in browsersThe following table contains links to documentation about web browser accessibility.BrowserDocumentationInternet ExplorerAccessibility in Internet ExplorerLanguage Support and Accessibility FeaturesMozilla FirefoxAccessibility features in FirefoxApple SafariSafariGoogle ChromeAccessibility Technical Documentation See AlsoMicrosoft Accessibility Resource CenterHelp and additional resources for Microsoft Dynamics CRM OnlineThere are several resources available to you covering planning, operating, and using Microsoft Dynamics CRM Online.In This TopicService descriptionSecurity and service continuityMicrosoft Dynamics CRM Online Trust CenterMicrosoft Dynamics CRM Online Security and Compliance Planning GuideMicrosoft Dynamics CRM Online and Office 365 Trial GuideSupport and service statusHelp for administratorsMore self-service help resourcesService descriptionMicrosoft Dynamics CRM Online Service Description describes the service, its capabilities, and requirements. This white paper is intended for business customers who are considering adopting a CRM solution. Security and service continuityWhen a business allows an external service provider to store and manage its data, key considerations must include security, data protection, privacy, and data ownership. Microsoft takes these concerns seriously and has applied its years of cloud and on-premises experience with security and privacy to delivery of the Microsoft Dynamics CRM Online service. This focus is highlighted by the 99.9% uptime provision of the service-level agreement (SLA).For a complete description of the security, continuity, and compliance policies and controls for the CRM Online service, see Microsoft Dynamics CRM Online Security and Service Continuity Guide. Microsoft Dynamics CRM Online Trust CenterThe Microsoft Dynamics CRM Online Trust Center describes the trust principles concerning security, privacy, service transparency, and compliance in CRM Online.Microsoft Dynamics CRM Online Security and Compliance Planning GuideThe Microsoft Dynamics CRM Online security and compliance planning guide is designed to help readers understand the key compliance and security considerations associated with planning for a deployment of CRM Online in environments that may include enterprise directory integration services such as directory synchronization and single sign-on.Microsoft Dynamics CRM Online and Office 365 Trial GuideThe Microsoft Dynamics CRM Online and Office 365 Trial Guide demonstrates how to set up and use the interoperation between Office 365 and CRM Online to improve office collaboration, staff productivity, and make your organization more agile.Support and service statusOffice 365 admin portalThe Office 365 admin portal provides tools and resources that can assist you with key Office 365 online service information and tasks such as: Open a new or review current service requestsReview the current service health of Office 365 instances including Microsoft Dynamics CRM OnlineReview planned maintenanceMicrosoft Dynamics CRM Online Service BlogFind service status information specifically about the CRM Online service.Microsoft Dynamics CRM Online Service BlogHelp for administratorsThe following are useful resources for administering Microsoft Dynamics CRM Online:Manage your Microsoft Dynamics CRM Online subscriptionAdministration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlineFind out about transitioning to Microsoft online services environmentMicrosoft Dynamics CRM IT Pro CenterCRM Admin Best BetsBilling SupportMore self-service help resources?Troubleshooting Microsoft Dynamics CRM for Outlook installation, configuration, and upgrade?View the Office 365 Service Health Dashboard?Search the Support Blog and Community Forum?Search the Microsoft Knowledge BaseSee AlsoManage your Microsoft Dynamics CRM Online subscriptionAdd interoperation features to Microsoft Dynamics CRM OnlineAccessibility in Microsoft Dynamics CRMManage your dataManaging data in in Microsoft Dynamics CRM includes importing data into CRM, cleaning up duplicate records, deleting data in bulk, and securing sensitive data through data encryption. In This SectionImport data (all record types)Detect duplicate dataDelete bulk recordsData encryptionImport data (all record types)Importing data is often the first important task that you need to perform after you have installed Microsoft Dynamics CRM. You can import data from various CRM systems and data sources into standard and customized fields of most business and custom entities in Microsoft Dynamics CRM. You can include related data, such as notes and attachments. To assure data integrity, you can enable duplicate detection that prevents importing duplicate records. More information: Detect duplicate dataPreliminary steps before you import the data into CRM include:1.Preparing source data files in one of the following formats: comma-separated values (.csv), XML Spreadsheet 2003 (.xml), Compressed (.zip) or text files. You can import data from one source file or several source files. A source file can contain data for one entity type or multiple entity types. 2.Preparing data maps for mapping data contained in the source file to the CRM record fields. You must map every column in the source file to an appropriate field. Unmapped data isn’t imported. More information: Select a data mapThere are several ways to import data into CRM: 1.To import large volumes of data, we recommend a programmatic way, as most efficient. When you import data programmatically, you gain additional capabilities that are not available when you use other methods of importing data. These advanced capabilities include viewing stored source data, accessing error logs and creating data maps that include complex transformation mapping, such as concatenation, split, and replace. More information: Import data.2.For smaller import jobs, you can use the Import Data Wizard tool included in the CRM web application. For information about the Import Data Wizard or how to import specific record types, see Import accounts, leads, or other data. Note For the Import Data Wizard, the maximum file size for .zip files is 32 MB; for the other file formats, it’s 8 MB. With the Import Data Wizard, you can specify the “Map Automatically” option. The wizard automatically maps all the files and the column headings with Microsoft Dynamics CRM record types and fields if:?The file names exactly match the display name of the record type.?The column headings of the file you are importing exactly match the display names of the fields in the record.3.To add data for an individual record, the quickest way is to use Quick Create from the nav bar or New from the entity form.More information: Data import.See AlsoCustomer CenterManage your dataDetect duplicate dataTo determine whether a record is a potential duplicate, Microsoft Dynamics CRM uses duplicate detection rules. When publishing a duplicate detection rule, a matchcode is created for each existing record. A matchcode is also created when a record is created or updated. When a record is in the process of being created or updated, its matchcode can be checked automatically against the matchcodes of existing records. By default, Microsoft Dynamics CRM has simple duplicate detection rules set up for accounts, contacts, and leads that are based upon records with the same e-mail address. Important After publishing a duplicate detection rule, increasing the length of fields that are included in the duplicate detection criteria goes undetected. The field length could exceed the matchcode length limit and not be verified. This may result in duplicates not being detected.You have to be a system administrator or a system customizer to create, enable and publish duplicate detection rules for your organization. Duplicate detection is available:?When a record is created or updated. This includes when a record created with CRM for Outlook is tracked in Microsoft Dynamics CRM.CRM prompts users before saving or importing potential duplicate records.?When CRM for Outlook goes from offline to online. ?During data import. You can specify whether or not to check for duplicates during the import. Note ?Duplicates can’t be detected when a user merges two records, converts a lead, or saves an activity as completed. Duplicates also aren’t detected when a user changes the status of a record, such as activating or reactivating it.?Duplicate detection isn’t supported for the updated UI entities, when you create or update a record using the entity form or the grid view in the web application. Check entity metadata to see if an entity is supported by the updated UI. The EntityMetadata.IsAIRUpdated attribute for these entities is set to true. To view the entity metadata for your organization, install the Metadata Browser solution described in Browse the Metadata for Your Organization. You can also view the metadata for an uncustomized organization in the Excel file called EntityMetadata.xlsx included in the tools folder of the SDK download.To check for duplicates in the web application, you can use Detect Duplicates capability provided in More Commands () on the nav bar in the grid. The duplicate records can also be detected when you import data programmatically or through Import Data Wizard. In addition, you can check for duplicates by running scheduled duplicate detection jobs. For step-by-step instructions on how to set up the duplicate detection job, see Run system jobs to detect duplicates.A duplicate detection job runs in the background while you do other things in Microsoft Dynamics CRM. You can request email notification from CRM upon the completion of a duplicate detection job.For information about how to create duplicate detection rules and run duplicate detection using Microsoft Dynamics CRM web services (programmatically), see Detect duplicate data.See AlsoManage your dataImport data (all record types)Check for duplicatesSet up duplicate detection rulesRun system jobs to detect duplicatesDelete bulk recordsThe bulk deletion feature helps you to maintain data quality and manage the consumption of system storage in Microsoft Dynamics CRM by deleting data that you no longer need.For example, you can delete the following data in bulk:?Stale data.?Data that is irrelevant to the business.?Unneeded test or sample data.?Data that is incorrectly imported from other systems.With bulk deletion you can perform the following operations: ?Delete data across multiple entities.?Delete records for a specified entity.?Receive email notifications when a bulk deletion finishes.?Delete data periodically.?Schedule the start time of a recurring bulk delete.?Retrieve the information about the failures that occurred during a bulk deletion.Delete bulk data1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM. Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Data Management > Bulk Record Deletion.If using CRM for Outlooka.In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Data Management > Bulk Record Deletion.3.Click or tap New to run the Bulk Deletion Wizard to create a bulk deletion job with the records you want to delete.For information about how to implement bulk delete in code, see Delete data in bulk.See AlsoManage your dataData encryptionMicrosoft Dynamics CRM 2013 uses standard SQL Server cell level encryption for a set of default entity attributes that contain sensitive information, such as user names and email passwords. This feature can help organizations meet FIPS 140-2 compliance. For Microsoft Dynamics CRM Online, all new and upgraded organizations use data encryption. For on-premises versions of Microsoft Dynamics CRM 2013, data encryption is not active by default for new or upgraded organizations. However, data encryption may be activated at any time. Microsoft Dynamics CRM users who have the system administrator security role can activate data encryption or change the encryption key after data encryption is enabled in the Settings > Data Management > Data Encryption area. After you activate data encryption, you cannot turn it off.Important For on-premises versions of Microsoft Dynamics CRM:?Changing the encryption key requires SSL configured on the Microsoft Dynamics CRM website.?It is a best practice is to change the encryption key once every year.?The encryption key is required to activate data encryption when you import an organization database into a new deployment or a deployment that has had the configuration database (MSCRM_CONFIG) re-created after the organization was encrypted. You can copy the original encryption key to Notepad and paste it into the Settings > Data Management > Data Encryption dialog box after the organization import is completed. ?When you re-enter the data encryption key, we recommend that you run the Microsoft Dynamics CRM web application using Internet Explorer to paste the encryption key into the Data Encryption dialog box.Copy your organization data encryption keyWe strongly recommend that you make a copy of your data encryption key. This is particularly important for on-premises deployments that may need to reactivate data encryption after a redeployment or failure recovery.Copy an organization data encryption key1.Sign in to Microsoft Dynamics CRM as a user with the system administrator security role. 2.Go to Settings > Data Management > Data Encryption.3.In the Data Encryption dialog box, select Show Encryption Key, in the Current encryption key box select the encryption key, and copy it to the clipboard. Caution If the Microsoft Dynamics CRM website is not configured for HTTPS/SSL, the Data Encryption dialog box will not be displayed. For a more secure deployment, we recommend that you configure the website for HTTPS/SSL. However, if the website is not configured for HTTP/SSL, use a tool that can be used to modify CRM database tables, such as Microsoft SQL Server Management Studio or the Deployment Web Service, open the configuration database (MSCRM_CONFIG), and in the DeploymentProperties table, set DisableSSLCheckForEncryption to 1.4.Paste the encryption key in to a text editor, such as Notepad. 5.As a best practice, save the text file that contains the encryption key on a computer in a secure location on an encrypted hard drive. See AlsoManage your dataManage your recordsSQL Server EncryptionFIPS 140 EvaluationCreate and edit processesDefining and enforcing consistent business processes is one of the main reasons people use Microsoft Dynamics CRM. Processes are a group of features that you can use to define and enforce consistent processes for your organization. These consistent processes help make sure people using the system can focus on their work and not on remembering to perform a set of manual steps. Processes can be simple or complex and can change over time. Processes are designed to be used by people who aren’t developers. The rules that are defined in processes contain similar logic that a developer may apply using code, but you don’t need to call in a developer each time you want to change the rules. However, you do need to have a clear understanding of the logic in the rules and understand the capabilities of each type of process. You still need to apply processes carefully and test the results to make sure you get what you want.The following table provides an overview of when to use each category of process.Process categoryDescriptionWorkflowUse workflows to automate business processes behind the scenes. Workflows are typically initiated by system events so the user doesn’t need to be aware that they are running, but they can also be configured for people to manually initiate them.Workflows can operate in the background (asynchronously) or in real-time (synchronously). These are referred to separately as background workflows or real-time workflows.DialogsUse dialogs to create a user interface that will guide people through a script for customer interaction or a wizard to perform complex actions consistently.ActionsUse actions to expand the vocabulary available for developers to express business processes. With core verbs like Create, Update, Delete, and Assign provided by the system, a Action uses those core verbs to create more expressive verbs like Approve, Escalate, Route, or Schedule. If the definition of a business process changes, someone who isn’t a developer can edit the Action so the code doesn’t need to be changed.Business Process FlowsUse business process flows to define the steps in which people should enter data to achieve an outcome. Business process flows add a control to the top of a form that show people what data they need to enter to move forward to the next stage and ultimately to completion of a business process. A business process flow can span multiple entities.Note Business process flows are different from other types of processes. All processes use the same underlying technology and information about them is stored in the Process entity. Business process flows have a different configuration experience and behavior compared to other types of processes. More information: Business Process FlowsIn This TopicWho can create processes?Where are processes located?What can processes do?Are processes active when they are imported?Who can create processes?Only System Administrators, System Customizers or users with the CEO-Business Manager security roles can create processes that apply to the whole organization. Other people with the following security roles can create processes with limited access level. For example, people with the User access level can create workflows for their own use with records they own.While people may be able to create business process flow, real-time workflow, or action processes, they’ll need to have the Activate Business Process Flows or Activate Real-time Processes privileges to activate them.The following table shows the access level of processes based on default security roles.Security roleAccess levelCEO-Business ManagerOrganizationSystem AdministratorOrganizationSystem CustomizerOrganizationVice President of MarketingParent: Child Business UnitsVice President of SalesParent: Child Business UnitsCSR ManagerBusiness UnitMarketing ManagerBusiness UnitSales ManagerBusiness UnitSchedule ManagerBusiness UnitCustomer Service RepresentativeUserMarketing ProfessionalUserSalespersonUserSchedulerUserWhere are processes located?There are two paths to navigate to processes in CRM:Settings > ProcessesThis path is easiest to access and allows you to use views defined for the Process entity, including any custom views.Settings > Customizations > Customize the System > Components > ProcessesThis path provides convenient access when you are doing other customization work in the Customization tools.Individual business process flows can also be edited using the Edit Process button in the command bar for the form where the business process flow is active.What can processes do?Note Business process flows are different from the other types of processes. More information: What can business process flows do?Processes are user-owned, just like accounts and contacts. The actions that can be performed by the process sometimes depend on the privileges of the person who owns the process and sometimes based on the context of the person who is initiating the workflow. Processes can check conditions, apply branching logic, and perform actions. They perform these actions in a series of steps. Business process flows contain stages and control advancement to stages, but they don’t provide any of the other capabilities. The following table describes the available steps in workflow, dialog, and action processes. For more detail see the topics for each type of process.StepProcess typeDescriptionStageWorkflow, Dialog, ActionStages make the workflow logic easier to read, and explain the workflow logic. However, stages don’t affect the logic or behavior of workflows. If a process has stages, all the steps in the process must be contained with a stage.Check ConditionWorkflow, Dialog, ActionA logical "if-<condition> then" statement.You can check values for the record that the workflow is running on, any of the records linked to that record in an N:1 relationship, or any records created by earlier steps. Based on these values you can define additional steps when the condition is true. Conditional BranchWorkflow, Dialog, ActionA logical "else-if-then" statement, the editor uses the text “Otherwise, if <condition> then:”Select a check condition you have previously defined and you can add a conditional branch to define additional steps when the check condition returns false. Default ActionWorkflow, Dialog, ActionA logical "else" statement. the editor uses the text “Otherwise:”Select a check condition, conditional branch, wait condition, or parallel wait branch that you have previously defined and you can use a default action to define steps for all cases that don’t match the criteria defined in condition or branch elements. Wait ConditionBackground Workflow OnlyEnables a background workflow to pause itself until the criteria defined by the condition have been met. The workflow starts again automatically when the criteria in the wait condition have been met.Parallel Wait BranchBackground Workflow OnlyDefines an alternative wait condition for a background workflow with a corresponding set of additional steps that are performed only when the initial criterion is met. You can use parallel wait branches to create time limits in your workflow logic. They help prevent the workflow from waiting indefinitely until the criteria defined in a wait condition have been met.Assign ValueDialog, ActionSets a value to a variable or output parameter in the process.Create RecordWorkflow, Dialog, ActionCreates a new record for an entity and assigns values to attributes.Update RecordWorkflow, Dialog, ActionYou can update the record that the workflow is running on, any of the records linked to that record in an N:1 relationship, or any records created by earlier steps. Assign RecordWorkflow, Dialog, ActionYou can assign the record that the workflow is running on, any of the records linked to that record with an N:1 relationship, or any records created by earlier steps.Send EmailWorkflow, Dialog, ActionSends an email. You can choose to create a new email message or use an email template configured for the entity of the record that the workflow is running on or any entities that have an N:1 relationship with the entity, or the entity for any records created by earlier steps.Start Child WorkflowWorkflow, Dialog, ActionStarts a workflow process that has been configured as a child workflow.Change StatusWorkflow, Dialog, ActionChanges the status of the record that the process is running on, any of the records linked to that record with an N:1 relationship, or any records created by earlier steps.Stop Workflow/Stop DialogWorkflow, Dialog, ActionStops the current workflow, dialog, or action. You can set a status of either Succeeded or Canceled and specify a status message.PageDialogA container for prompt and response steps in a dialog.Prompt and ResponseDialogDisplays a prompt in a dialog page and may provide a field to capture data from a response.Query CRM DataDialogDefines a query that returns data to provide options for a response in a prompt and response step of a dialog.Link Child DialogDialogStarts a dialog process that has been configured as a child dialog.Custom StepWorkflow, Dialog, ActionProvides extensions to the logical elements available by default in CRM. Steps can include conditions, actions, other steps, or a combination of these elements. Developers can create custom workflow steps. By default, there are no custom steps available in CRM. For more information for developers, see the Microsoft Dynamics?CRM?SDK topic Custom workflow activities (workflow assemblies).Are processes active when they are imported?Processes operate after they are activated. Generally, when you import a solution that will create a new process in your organization, the state of that process in your organization depends on the state of the process when the solution was created. This is true for all solutions that were exported from a Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online organization after the Microsoft Dynamics CRM Online Fall ‘13 release. If the solution was created using a Microsoft Dynamics CRM 2011 or Microsoft Dynamics CRM Online organization before Microsoft Dynamics CRM Online Fall ‘13, the solution will be activated when you install the solution.Sometimes you must re-install a solution or install an update to a solution that contains processes. In this case, the state of the process in your organization won’t change.See AlsoBusiness Process FlowsWorkflow ProcessesDialogsCustom OperationsManage your documentsWith Microsoft Dynamics CRM, you can set up folders to save and manage your documents, specify permissions for managing tasks, and ensure that the SharePoint site URLs are correct.In This SectionPermissions required for document management tasksValidate and fix SharePoint site URLsInstall the Microsoft Dynamics CRM List componentSee AlsoAdministration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM OnlinePermissions required for document management tasksThe following table shows the default security roles that are needed to perform each document management task, and whether the task can be performed while using the Microsoft Dynamics CRM for Outlook offline.Important If you’re using Microsoft Dynamics?CRM for Microsoft Office Outlook, you can’t do any of these tasks while you’re offline.Tasks related to document managementDefault security roles and required privilegesEnable or disable document managementSecurity roles: System Administrator or System CustomizerPrivileges: Read, Write on all record types that are customizable.SharePoint Site: Create, Read, Write, Append, Append ToCreate or edit site recordsSecurity roles: System Administrator or System CustomizerPrivileges: SharePoint Site Create, Read, Write, Append, Append ToCreate or edit document location recordsSecurity roles: Salesperson Privileges: SharePoint Site: Read, Append ToDocument Location: Create, Read, Write, Append, Append ToInstall Microsoft Dynamics CRM List ComponentSecurity roles: SharePoint site collection administratorPrivileges: NoneMake a site your default siteSecurity roles: System Administrator or System CustomizerPrivileges: SharePoint Site: Read, Write Validate sitesSecurity roles: System Administrator or System CustomizerPrivileges: SharePoint Site: Read, WriteAdd or edit a document location from a recordSecurity roles: AnyPrivileges: SharePoint Site: Read, Append ToDocument Location: Create, Read, Write, Append, Append ToFix a broken locationSecurity roles: AnyPrivileges: SharePoint Site: Read, Write Document Location: Read, WriteManage documentsSecurity roles: AnyPrivileges: NonePermissions on SharePoint required.See AlsoSet Up Document ManagementValidate and fix SharePoint site URLsIn Microsoft Dynamics CRM, SharePoint site and document location records contain links to site collections, site, document libraries, and folders in SharePoint. These site and document location records are associated with CRM records so that the documents for CRM records can be stored in SharePoint. When the links between Microsoft Dynamics CRM and SharePoint break, you must validate and fix the links so that the CRM records continue to point to the correct document libraries and folders for managing the documents. 1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Document Management.c.Click SharePoint Sites.d.Select the site URLs that you want to validate, click or tap More Commands , and then click or tap Validate.If using CRM for Outlooka.In the Navigation Pane, click or tap Settings > System>Document Management.b.Click or tap SharePoint Sites.c.Select the site URLs that you want to validate, and then in the Actions group, click or tap Validate.3.Microsoft Dynamics CRM validates all the selected site URLs and their immediate subordinate site and document library URLs. It then displays the results in Validating Sites.4.To fix a URL, open the site record, and enter the correct URL. More information: Create or edit site records 5.Click Save & Close.See AlsoCreate or edit site recordsSet Up Document ManagementInstall the Microsoft Dynamics CRM List componentThe documents for your Microsoft Dynamics CRM records can be stored on Microsoft SharePoint in folders. You can either create the folders manually or you can let CRM automatically create the folders.To let CRM automatically create folders, install Microsoft Dynamics CRM List Component on a site collection on Microsoft SharePoint Server 2010 or Microsoft SharePoint Server 2013.1.Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.Check your security rolea.Follow the steps in View your user profile.b.Don’t have the correct permissions? Contact your system administrator.2.Follow the steps for the app you’re using.If using the CRM web applicationa.On the nav bar, click or tap Microsoft Dynamics CRM > Settings.Settings appears on the nav bar.b.Click or tap Settings > Document Management.If using CRM for Outlooka.In the Navigation Pane, click or Tap Settings > Document Management.3.Click SharePoint Sites.4.On the command bar, click or tap Install List Component and follow the instructions on the download page.5.Follow the instructions on the Microsoft Dynamics CRM 2013 List Component for Microsoft SharePoint Server 2010 and Microsoft SharePoint Server 2013 (for multiple browsers) page.See AlsoEnable Document Management on EntitiesCreate or edit site recordsIntroducing server-side synchronizationServer-side synchronization is a component in Microsoft Dynamics CRM that is used to integrate Microsoft Dynamics CRM with Exchange and POP3 or SMTP based email servers. It leverages the asynchronous server role infrastructure on the Microsoft Dynamics CRM 2013 server. For more information about the support matrix applicable for server-side synchronization and scenarios that are not supported by server-side synchronization, see Supported scenarios for server-side synchronization.If you are an Administrator, you can use server-side synchronization to:?Enable email synchronization for users and queues with external email systems.?Enable synchronization of email, appointments, contacts, and tasks from Exchange.You can configure and manage server-side synchronization from within Microsoft Dynamics CRM. On the nav bar, click or tap Microsoft Dynamics CRM > Settings > Email Configuration, and then click or tap Email Configuration Settings. More information: Set up email through server-side synchronizationNew features offered by server-side synchronizationSome new features offered by server-side synchronization include the following:?Efficient resource utilization. Server-side synchronization provides integrated mailbox management. You can disable inactive mailboxes that have permanent errors. It prevents resource hogging by applying an upper limit on the allocated capacity and time-out requests.?Connection throttling. Server-side synchronization provides a way to control the number of parallel connections opened against a mail server to prevent overloading the mail server.?Data migration. Server-side synchronization supports migrating configuration data from Email Router to server-side synchronization by using the migration wizard. More information: Migrate data from Email Router to Server-Side Synchronization, Merge email server profiles for migration?Service isolation. Server-side synchronization has separate queue-management and configuration settings for asynchronous operations, outgoing activities, and mailboxes. It is based off asynchronous service architecture and may share the same process. In all cases, it manages server resources while maintaining isolation with the asynchronous service..?Error reporting for users and administrators. Server-side synchronization supports logging and reporting of errors specific to an email or one or more mailboxes. More information: Error logging for server-side synchronization.?New counters. New counters have been added to Activity and mailbox queue for Asynchronous service and server-side synchronization. More information:Microsoft Dynamics CRM Async Service counters, Microsoft Dynamics CRM Server-Side Synchronization counters.Note ?In Microsoft Dynamics CRM 2011, you can only use Microsoft Dynamics?CRM for Microsoft Office Outlook to perform the Outlook synchronization. In Microsoft Dynamics CRM 2013, you can synchronize emails using CRM for Outlook or server-side synchronization. If server-side synchronization is selected, the synchronization does not require running CRM for Outlook. You will, however, still require Outlook client to promote an item from Outlook to CRM.?Server-side synchronization is supported only for CRM on-premises with Microsoft Exchange on-premises.See AlsoError logging for server-side synchronizationSupported scenarios for server-side synchronizationSupported scenarios for server-side synchronizationDepending on your Microsoft Dynamics CRM installation, you may be deciding whether to use server-side synchronization or the Email Router/Outlook synchronization. This following table lists what is supported by server-side synchronization for each type of installation. Later in this topic, you can read about the scenarios that aren’t supported by server-side synchronization.CRM deploymentEmail systemEmail synchronizationAppointments, contacts, and tasks synchronizationProtocolCRM (on-premises)?Exchange Server 2010?Exchange Server 2013YesYesExchange Web ServicesCRM (on-premises)?Gmail?MSN??Windows Live Mail?Yahoo! MailYesNoPOP3/SMTPUnsupported scenarios Server-side synchronization doesn’t support the following scenarios:?Microsoft Dynamics CRM Online with Microsoft Exchange Online?Hybrid deployments:?Microsoft Dynamics CRM Online with Exchange (on-premises)?Microsoft Dynamics CRM (on-premises) with Exchange Online?Mix of Exchange/SMTP and POP3/Exchange?Creation of mass email marketing campaigns?Extensibility scenarios like extending EWS/POP3/SMTP protocols and creating custom email providers?Exchange Server 2003 and Exchange Server 2007Note We recommend that you don’t use a mixed configuration of Outlook synchronization and server-side synchronization for appointments, contacts, and tasks in the same organization, because it may result in updated CRM data not synchronizing to all attendees.See AlsoIntroducing server-side synchronizationError logging for server-side synchronizationError logging for server-side synchronizationIn this topic, you will learn about the error logging tasks performed by server-side synchronization. Server-side synchronization generates alerts if an error occurs while processing email. An error is classified based on the nature of the error and on the object the error was encountered for.The following table shows classification of errors based on the nature of the errors.Transient ErrorsPermanent Errors?Errors are temporary in nature and may get fixed automatically after certain attempts. If the error persists after reaching the configured retry count, a new error (without changing the error code) is logged as a permanent error.?These errors do not require a direct corrective action by a CRM user, but an administrator should look for any reliability or throttling issues.?All errors appear in the Warning section of the administrator’s and user’s alert wall.?These are permanent in nature and mostly occur when the transient errors remain unresolved even after certain attempts. Permanent errors can also be triggered directly without any transient errors (for example: password expired).?Email processing for the affected mailboxes is stopped as a result of these errors. These require a corrective action by the mailbox owner or a CRM administrator.?All permanent errors appear in Error section of the administrator’s and user’s alert wall.The errors are also classified based on the object on which the error is encountered: ?Email-level errors. Errors that are specific to an email and prevent processing of an individual email without impacting processing of other emails. Error alerts are displayed in the Alerts section of the email form.?Mailbox-level errors. Errors that are specific to a mailbox and prevent processing of all emails in a mailbox and require corrective action from the respective mailbox owner. Error alerts are displayed in the alerts section of the email form, mailbox owner’s alert wall, and on the Mailbox form.?Profile-level errors. Errors which prevent processing of all emails in one or more mailboxes and require corrective action from the associated email server profile owner. Error alerts are displayed on the alerts section of the email server profile form, alerts wall of the owner of the email server profile, and on the alert walls of the impacted mailbox owners - but no action is required from them.To know how to view the alerts and the actions you can take on these alerts, see Monitor email processing errors.To test the email configuration for incoming and outgoing email, or for all mailboxes associated with an email server profile, see Test email configuration of mailboxes.See AlsoIntroducing server-side synchronization ................
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