Microsoft Dynamics CRM Online Deployment And Administration Guide
Microsoft Dynamics CRM Online Deploymentand Administration Guide
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ContentsMicrosoft Dynamics CRM Online Deployment and Administration Guide. 6In This Section. 6Get Started Administering Microsoft Dynamics CRM Online . 6In This Section. 7See Also . 7Microsoft Dynamics CRM Online Requirements . 8Web Browser Requirements . 8Microsoft Dynamics CRM for Outlook Requirements . 8Mobile Device Requirements . 9Microsoft Office Requirements . 9See Also . 9Plan for Microsoft Dynamics CRM Online Deployment and Administration . 9Planning a Deployment of Microsoft Dynamics CRM Online . 9Key Planning Items . 10See Also . 13Getting Users Access to Microsoft Dynamics CRM Online as a Microsoft Online Service . 13Differences between Microsoft Online Services Administrative Roles and Dynamics CRMOnline Security Roles . 14Step One: Provision Users, Assign Licenses and Administrative Roles in the Microsoft OnlineServices Portal . 15The Online Service Sends an Invitation to Each User . 15Step Two: Assign Security Roles in Microsoft Dynamics CRM Online . 15See Also . 16Manage Subscriptions, Licenses, and User Accounts . 16In This Section. 16Manage Microsoft Dynamics CRM Online Licenses . 16Manage Licenses for Microsoft Dynamics CRM Online if You Manage the Subscription throughMicrosoft Online Services . 17Manage Licenses if You Manage the Subscription through Microsoft Dynamics CRM Online . 18See Also . 18Create Users and Assign Microsoft Dynamics CRM Online Security Roles . 18In This Section. 19Create a User Account if You Manage the Subscription through Microsoft Online Services . 19
(Optional) Assign an Administrator Role if You Manage the Subscription in Microsoft OnlineServices . 19Reset a User’s Password in Microsoft Online Services . 20Add a License to a User Account in Microsoft Online Services . 20See Also . 21Manage Storage for Microsoft Dynamics CRM Online. 21Add Storage If You Manage the Subscription in Microsoft Online Services . 21Add Storage If You Manage the Subscription through Microsoft Dynamics CRM . 22See Also . 22Configure Microsoft Dynamics CRM Online . 22In This Section. 22Key preparation and configuration tasks for Microsoft Dynamics CRM Online . 23Common configuration settings for Internet Explorer . 23Configuration settings for Microsoft Dynamics CRM for Outlook . 24Network connections settings . 26Antivirus or malware application settings . 27Important email messages from Microsoft Dynamics CRM . 27Available resources for Microsoft Dynamics CRM users . 27Technical support for Microsoft Dynamics CRM . 28Maximize your Technical Support experience . 28Create Business Units in Microsoft Dynamics CRM Online . 29See Also . 29Set Up and Assign Security Roles in Microsoft Dynamics CRM Online . 29Assign Security Roles to Users . 30See Also . 30Import Data into Microsoft Dynamics CRM Online . 30Delete Sample Data . 31Import Outlook Contacts into Microsoft Dynamics CRM Online . 31Import Other Types of Data into Microsoft Dynamics CRM Online . 31Run Duplicate Detection on the Imported Data . 32See Also . 32Customizations for Microsoft Dynamics CRM Online . 32See Also . 33Add Integration Features to Microsoft Dynamics CRM Online . 33In This Section. 33Install Microsoft Dynamics CRM for Outlook . 34Microsoft Dynamics CRM for Outlook Requirements . 34
Install Microsoft Dynamics CRM for Outlook on a User’s Computer . 34See Also . 35Add Office 365 Online Services. 35See Also . 35Help and Additional Resources for Microsoft Dynamics CRM Online . 36Service Description . 36Security and Service Continuity . 36The Microsoft Dynamics CRM Online Trust Center . 36Microsoft Dynamics CRM Online Enterprise Planning Guide . 37Microsoft Dynamics CRM Online and Office 365 Trial Guide . 37Support and Service Status . 37Help for Administrators . 37More Self-Service Help Resources . 38See Also . 38Accessibility in Microsoft Dynamics CRM . 38Accessibility features in browsers . 39See Also . 39
Microsoft Dynamics CRM Online Deploymentand Administration GuideThe Microsoft Dynamics CRM Online Deployment and Administration Guide is designed foradministrators who need to plan and implement Microsoft Dynamics CRM Online in theirorganizations. The guide also provides information to help users achieve a smooth startup withthe system.If you don’t have Microsoft Dynamics CRM Online and would like to sign up for a free 30-day trial,click here to learn more.The guide offers a roadmap of key administrative and deployment tasks, from adding andregistering users through preparing the system for first use, and sending email to users invitingthem to access the online service. There are links to step-by-step instructions for every task.NoteThis guide does not discuss a federated deployment of Microsoft Dynamics CRM Onlineto allow single sign-on (SSO). For more information about identity federation and SSOwith the Microsoft online services environment, see Prepare for single sign-on.For administrators who subscribe through Microsoft online services, an additional goal is todescribe the integration of Microsoft Dynamics CRM Online with Office 365, and how theintegration works to provide a single location for effectively managing your subscription to thisand to other Office 365 services that you might add in the future.If you would like a version of this document to print, download the Microsoft Dynamics CRMOnline Deployment and Administration Guide.In This SectionGet Started Administering Microsoft Dynamics CRM OnlineManage Subscriptions, Licenses, and User AccountsConfigure Microsoft Dynamics CRM OnlineAdd Integration Features to Microsoft Dynamics CRM OnlineHelp and Additional Resources for Microsoft Dynamics CRM OnlineGet Started Administering MicrosoftDynamics CRM OnlineThis section of the Microsoft Dynamics CRM Online Deployment and Administration Guide looksat the overall process of deployment and what it takes to get the service ready for users.6
Microsoft Dynamics CRM Online is an online service offered by subscription through Microsoftonline services. Microsoft installs the service on its servers and maintains it for you. However, asthe 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 dataand invite users to access Microsoft Dynamics CRM Online.When you manage the subscription in the Microsoft online services environment, the hands-ondeployment takes place in two steps. The first step takes place in the Microsoft online servicesportal and covers the initial tasks that are necessary to set up your subscription to the MicrosoftDynamics CRM Online service and to register users to be recognized by the service. Youcomplete these initial tasks in the administrative areas of the Microsoft online services portal. Youonly need to do these tasks once, unless you add users to the system or want to purchaseadditional storage or services.The second step takes place in Microsoft Dynamics CRM Online. Here you work onadministrative tasks that include assigning users to at least one security role (a user must have atleast one security role to access the system), preparing the system for first use, and importingyour current CRM data. When you finish these tasks, your users can access Microsoft DynamicsCRM Online through email invitations sent by the Microsoft online services environment.If you manage the subscription in Microsoft Dynamics CRM Online, you do the initialadministrative tasks directly in Microsoft Dynamics CRM Online. You create business units, ifneeded, create users, and assign security roles, prepare the system for first use, and import yourcurrent CRM data. When you finish these tasks, your users can access Microsoft Dynamics CRMOnline through email invitations.ImportantIf you have a Microsoft Dynamics CRM Online subscription through Business ProductivityOnline Suite (BPOS), you must wait until after your service is transitioned to the Microsoftonline services environment before you can add additional services or licenses for Office365 or other Microsoft online services offerings. As soon as transition completes, you cango to the Microsoft online services portal to add services or licenses.In This SectionMicrosoft Dynamics CRM Online RequirementsPlan for Microsoft Dynamics CRM Online Deployment and AdministrationGetting Users Access to Microsoft Dynamics CRM Online as a Microsoft Online ServiceSee AlsoSign up for a free 30-day trial. No credit card information or software installation is required.7
Microsoft Dynamics CRM OnlineRequirementsMicrosoft Dynamics CRM Online gives you the following options to access CRM data: Web browser. No need to install anything to run Microsoft Dynamics CRM Online from acomputer running a supported web browser. Microsoft Dynamics CRM for Outlook. An Outlook add-in that provides you with a completeset of CRM capabilities right within Microsoft Office Outlook. Mobile Express. A lightweight application that lets you access CRM data on almost any webbrowser running on a tablet, smartphone, or non-Windows computer.For Microsoft Dynamics CRM for Outlook, there are links to detailed information about hardwareand software requirements. If you do not plan to use Microsoft Dynamics CRM for Outlook, thesection provides information about adding the email routing functionality necessary to integrateMicrosoft Dynamics CRM Online with your email system.Web Browser RequirementsYou use a common web browser, such as Internet Explorer, Mozilla Firefox, Google Chrome orApple Safari to view, add, or edit information stored in your organization’s Microsoft DynamicsCRM Online database. For more information about the supported web browsers and hardwarerequirements, see Microsoft Dynamics CRM 2011 web application and mobile devicerequirements.Microsoft Dynamics CRM for OutlookRequirementsMicrosoft Dynamics CRM for Outlook is a free add-in that integrates access to MicrosoftDynamics CRM Online into the Outlook user interface, making it possible to work in both emailand Microsoft Dynamics CRM Online through the same interface.For information about using Microsoft Dynamics CRM for Outlook, see Microsoft DynamicsCRM for Outlook hardware requirements and Microsoft Dynamics CRM for Outlooksoftware requirements.You can download the Microsoft Dynamics CRM for Outlook add-in from within MicrosoftDynamics CRM Online by clicking Get CRM for Outlook on the message bar.For complete installation and configuration instructions, see Microsoft Dynamics CRM forOutlook Installation Instructions for use with Microsoft Dynamics CRM Online.ImportantMicrosoft Dynamics CRM for Outlook includes email routing functionality. If you are notusing Microsoft Dynamics CRM for Outlook, there are two other options for processingemail:8
Configure Microsoft Dynamics CRM Online to use the Microsoft Dynamics CRM E-mailRouter for incoming and outgoing email. Configure Microsoft Dynamics CRM Online to use the Microsoft Dynamics CRM E-mailRouter for outgoing email and a forward mailbox for incoming email.For more information, see Planning email integration.Mobile Device RequirementsUsers can work in Microsoft Dynamics CRM Online by using a supported browser on a mobiledevice, or by using Mobile Express for Microsoft Dynamics CRM. For more information aboutmobile device and browser support, see Microsoft Dynamics CRM mobile device support. Formore information about the mobile experience in Microsoft Dynamics CRM Online, includinginformation about Mobile Express for Microsoft Dynamics CRM, see Getting Started with CRMMobility.Microsoft Office RequirementsMicrosoft Dynamics CRM leverages the capabilities of on-premises versions of Microsoft Office orMicrosoft Office 365 and integrates with Microsoft Office Word and Microsoft Office Excel. Formore information about the supported versions of Microsoft Office, see Supported versions ofMicrosoft OfficeSee AlsoGet Started Administering Microsoft Dynamics CRM OnlinePlan for Microsoft Dynamics CRM Online Deployment and AdministrationPlan for Microsoft Dynamics CRM OnlineDeployment and AdministrationDeployment will go more smoothly with some preliminary planning. This topic can alert you tosome of the items to consider before you start the actual deployment process.Planning a Deployment of Microsoft DynamicsCRM OnlineThe following items can guide you in planning for deployment. Review the list to see which itemsapply to your organization and then use the Considerations column to drill into the issues.9
Key Planning ItemsThe table identifies key items for planning the deployment of Microsoft Dynamics CRM Online.ItemDescriptionConsiderationsEnvironment discoveryA detailed description of yourorganization’s environment interms of number of users,groups or teams, and thenumber and type of businessunits or divisions. Identifycurrent CRM data that youwould like to bring intoMicrosoft Dynamics CRMOnline, and your overall datastorage requirements. Includea business requirementsanalysis that describes yourorganization’s expectation orrequirements for a servicelevel agreement (SLA). AnSLA is an agreementbetween two or more partiesdescribing the deliverables,support, and communicationthat each party will provide tothe other. Specify yourpolicies related to securityand privacy.Is there enough overlap incustomers and products acrossbusiness units to be able to workin the same CRM data? Whattype of security policy does theorganization already have inplace? Are there any specialrequirements in this area? Isthere a plan for business growththat could affect the number ofusers of Microsoft DynamicsCRM Online?An authentication processthat enables a user to accessmultiple systems or servicesthrough a single set of signon credentials. For example,implementing single sign-onfor Microsoft Dynamics CRMOnline in an organization’snetwork environment meansthat after a user signs in tothe network, that user doesnot have to enter credentialsagain when accessingSingle sign-on is available only tocustomers who manage theirMicrosoft Dynamics CRM Onlinesubscription through the Microsoftonline services environment.There are additional requirementsto implement this feature,therefore, consider how importantit is to your organization.Single sign-onPlan for enough time to do thisdiscovery; information that comesout of this exercise can affect theway you implement the service.For more information about singlesign-on, see Microsoft DynamicsCRM Online Enterprise PlanningGuide and Prepare for single10
ItemAdministrative roles in theMicrosoft online oft Dynamics CRMOnline.sign-on.A number of administrativeroles are available to assignto users if you manage yoursubscription in the Microsoftonline services environment.Administrative roles defineadministrative responsibilitiesrelated to subscriptionmanagement activities in theMicrosoft online servicesenvironment, for example,billing administration,password administration, anduser managementadministration.Consider the availableadministrative roles and theneeds of your environment toidentify the roles you want to useand the users you will choose foreach role. The globaladministrator role is the highestlevel role, having all thepermissions to manage any partof the subscription process. Werecommend that you assign thisrole to more than one person sothat someone is always availableto manage all aspects of thesubscription.NoteAdministrative roles coverall subscriptionmanagement functionswithin the service. Theseare not the same as thesecurity roles that youassign to users inMicrosoft Dynamics CRMOnline. Security roles inMicrosoft Dynamics CRMOnline are required andgovern access toresources in the MicrosoftDynamics CRM Onlineservice. See “Securityroles in MicrosoftDynamics CRM Online”in this table.Security roles in MicrosoftDynamics CRM OnlineMicrosoft Dynamics CRMOnline uses role-basedsecurity. The security roleassigned to a userEvery user must be assigned atleast one security role in order toaccess Microsoft Dynamics CRMOnline.11
ItemDescriptiondetermines the tasks the useris permitted to perform andthe data that the user ispermitted to view.ConsiderationsNoteSecurity roles are not thesame as administrativeroles in defined in theMicrosoft online servicesenvironment.Administrative roles in theMicrosoft online servicesenvironment coversubscription managementand related activities inthe Microsoft onlineservices portalsubscriptions area. See:Administrative roles in theMicrosoft online servicesenvironmentin this table.Importing dataMicrosoft Dynamics CRMOnline offers a wizard to helpwith importing CRM data fromother applications andservices.If you are importing data fromother systems, consider the wayyou will process the data tominimize errors. For moreinformation, see, see ImportingData Overview.Product updatesSome Microsoft DynamicsCRM Online releases willinclude optional productupdates that you can chooseto enable.Product updates may affectexisting customizations in yourMicrosoft Dynamics CRM Onlineinstance. Review thedocumentation associated witheach product update before youenable it in a productionenvironment. Additionally, someproduct updates, such as the newsales and service process forms,cannot be removed or easilyreverted to the previousfunctionality. Therefore, youshould give careful considerationbefore you enable a productupdate. For more information,see Installing Product Updates.12
ItemDescriptionConsiderationsTipIf you are unsure whetheryou want to enable aproduct update in aMicrosoft Dynamics CRMOnline instance used inproduction, sign up for aMicrosoft Dynamics CRMOnline trial subscriptionto evaluate the newfunctionality. For moreinformation, see Sign upfor a trial instance.See AlsoGet Started Administering Microsoft Dynamics CRM OnlineMicrosoft Dynamics CRM Online Enterprise Planning GuideMicrosoft Dynamics CRM Online RequirementsGetting Users Access to Microsoft Dynamics CRM Online as a Microsoft Online ServiceGetting Users Access to Microsoft DynamicsCRM Online as a Microsoft Online ServiceThis topic applies only to administrators who manage a subscription to Microsoft Dynamics CRMOnline through the Microsoft online services environment.To get users up and running in Microsoft Dynamics CRM Online, you complete someadministrative tasks in the Microsoft online services portal (step one)—which you generally doonly once—followed by administrative tasks in Microsoft Dynamics CRM Online (step two).Microsoft Dynamics CRM Online is an online service subscription. If you signed up for this serviceand manage your subscription through the Microsoft online services environment, you received aset of licenses with your subscription, one license for each user. You can purchase additionallicenses if you need them.As described in step one that follows, in the Microsoft online services portal, register your usersso that they are recognized in the Microsoft online services environment, assign a license to eachuser, and then assign administrative roles to the users you choose to fill those roles. For moreinformation about administrative roles, see Assigning Administrator Roles.13
In step two, access Microsoft Dynamics CRM Online to populate the service with yourorganization’s data, including users and their security roles, business units, and any existing CRMdata that you want to import from other applications or services. If your organization usesbusiness units, assign users to the appropriate business unit, and then assign a security role toeach user. Microsoft Dynamics CRM Online includes predefined security roles that aggregate aset of user permissions to simplify user security management. An organization can defineadditional roles or edit predefined security roles to meet its unique security needs. For moreinformation about security roles in Microsoft Dynamics CRM Online, see Controlling DataAccess.ImportantUsers cannot access Microsoft Dynamics CRM Online until they have been assigned atleast one security role in Microsoft Dynamics CRM Online. See Step Two: AssignSecurity Roles in Microsoft Dynamics CRM Online .Differences between Microsoft Online ServicesAdministrative Roles and Dynamics CRM OnlineSecurity RolesAdministrative roles are available to assign to users in the Microsoft online services portal. Theadministrative roles cover a set of rights and permissions related to managing the servicesubscription, such as adding users and assigning licenses. The global administrator role hasrights 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 Microsoft Dynamics CRM Online and cover rights andpermissions-related aspects and functionality of Microsoft Dynamics CRM Online, 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 accessto some items and not to others, and that allow some actions to be taken but not others. Theroles are different in that the first one applies to the management of the subscription but not to theservice 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 businessunit. This way, the administrator can grant a whole set of permissions to users simply byassigning a user or group of users to a given role.14
Step One: Provision Users, Assign Licenses andAdministrative Roles in the Microsoft OnlineServices PortalYour organization’s subscription to Microsoft Dynamics CRM Online provides access to theMicrosoft online services portal through a global administrator account. The global administratormanages every aspect of the subscription and may add subscriptions to other Microsoft onlineservices. For more information about adding subscriptions to other services, se
Microsoft Dynamics CRM for Outlook Requirements Microsoft Dynamics CRM for Outlook is a free add-in that integrates access to Microsoft Dynamics CRM Online into the Outlook user interface, making it possible to work in both email and Microsoft Dynamics CRM Online through the same interface. For information about using Microsoft Dynamics CRM for .
Business Ready Enhancement Plan for Microsoft Dynamics Customer FAQ Updated January 2011 The Business Ready Enhancement Plan for Microsoft Dynamics is a maintenance plan available to customers of Microsoft Dynamics AX, Microsoft C5, Microsoft Dynamics CRM, Microsoft Dynamics GP, Microsoft Dynamics NAV, Microsoft Dynamics SL, Microsoft Dynamics POS, and Microsoft Dynamics RMS, and
successfully deploy Microsoft Dynamics CRM, and the installation instructions for the primary Microsoft Dynamics CRM components: the Microsoft Dynamics CRM Server, the E-Mail Router, and Microsoft Dynamics CRM for Office Outlook. The course also covers upgrading from earlier versions, configuring an Internet-facing Deployment and administration .
Microsoft Dynamics CRM is a major release that will be delivered to our online and on-premises customers. The online services - Microsoft Dynamics CRM Online 2016 Update, Microsoft Dynamics Marketing 2016 Update, and Microsoft Social Engagement 2016 Update - will be delivered as a customer driven update. The Microsoft Dynamics CRM 2016 .
Operations, on-premises, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Microsoft Dynamics AX 2012 or prior versions, or Microsoft Dynamics CRM 2016 or prior versions. This guide also does not apply to the Microsoft Dynamic CRM Online or Microsoft Dynamics AX online services. This guide is not intended to influence the .
Operations on-premises, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL, Microsoft Dynamics AX 2012 or prior versions, or Microsoft Dynamics CRM 2016 or prior versions. This guide also does not apply to the Microsoft Dynamic CRM Online or Microsoft Dynamics AX online services.
This edition of the Microsoft Dynamics CRM Online Licensing and Pricing guide contains the following changes introduced with the Spring Wave 2016 release: Microsoft Dynamics Employee Self Service Microsoft Dynamics CRM Online - Field Service User Add-On Microsoft Dynamics CRM Online - Portal Add-On
Figure 1: Dynamics CRM deployment with NetScaler GSLB The following steps are involved in the GSLB configuration of Dynamics CRM. 1. Dynamics CRM is fully integrated with Microsoft Outlook and all popular web browsers. A user using any of these clients accesses the Dynamics CRM login page at globalmscrm.ctxns.net. A DNS
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