www.fedejousset.com

MB2-710 Microsoft Dynamics CRM 2016 Online Deployment

www.fedejousset.com

Getting Started

Overview CRM Online is a cloud-based offering of Microsoft Dynamics CRM

The licensing is a subscription-based model with a monthly recurring fee per user

Managed via Office 365 platform

Also available in On Premise and partner hosted (also subscription-based model)

Accessing Microsoft Dynamics CRM Online Web browser

o IE 10, 11 and Edge IE 8 and IE 9 are not officially supported

o Mozilla Firefox o Google Chrome o Apple Safari

Apps to install (no additional cost) o CRM for Outlook

Windows 7 SP1, Windows 8/8.1, Windows 10 Office 2010, 2013, 2015 IE 10/11

o CRM for phones Express Designed for CRM2013 and 2015 – No longer supported

o CRM for phones Designed for CRM 2015 Update 1 IOS 7/8/9 Android 4.4/5 Windows Phone 8.1/10 No blackberry app (CRM can be accessed through mobile browser)

o CRM for tablets Windows 8.1/9 IPad

IOS 6/7/8/9

Third generation or later

9’’ or larger screen Android

4.2/.4.3/4.4/5

7’’ or larger screen

Development or third party o Custom applications o Portals

Licensing Plans Every user must have a User Subscription License (USL) – Licenses cannot be shared

o USL Types

www.fedejousset.com

Server licenses are not used

Every subscription includes a production instance and 5GB of storage

Subscriptions add-ons are available (production instances, non-production instances, additional storage)

Plan a deployment Considerations

Consider who will be in the project team (Technical / Non-technical)

Will be a partner used?

Sure Steps methodology available for partners

Import Data Ways to import data

o Import Data Wizard Simple scenarios

o Programmatically using the SDK Will require development

o Third party tools o Data Loader Service

Cloud based service for moving data between files and CRM Online Part of LifeCycle Services for Dynamics Available as preview feature for North America

www.fedejousset.com

Q1 2016

Cannot restore database from On-Premise version

Planning the import o Consider how much legacy data to bring to CRM o Do not underestimate time to export, process and import data o When will be legacy data be cleansed? o Some records require special considerations (quotes con only be imported in a draft

status for instance)

Manage Online Subscriptions

Sign-up for a Subscription CRM Online Subscriptions are managed through Microsoft Online Services

You can buy a subscription: o In the O365 Admin Portal o Converting a 30-day trial a paid subscription o Using a Volume Licensing agreement o Office 365 is not required to purchase CRM Online

To cancel a subscription contact billing support o Cancellation fees can be applied / Fees are waived if migrating to On-Premise o Data will be deleted 30 days after cancellation

To migrate to On-Premise contact technical support to arrange an export of DBA

Add-ons are purchased in the O365 Admin center

Additional products such as Social Engagement/Portals are added as new subscriptions but additional instances and storage are added to an existing CRM subscription

Manage users CRM users are managed in O365

To add a user: Create an account for the user, Add a CRM license to the user account, Assign security role(s) to the CRM user

Enable and disabling a user is performed in the O365 portal (not in CRM)

Users can not be deleted

Users can be marked as non-interactive o Can be used for programmatic access to CRM o Do not require a license o Five non-interactive user can be created per instance

User account synchronization Users of CRM Online must have O365 accounts. These are different from accounts used on

company network

To reduce account administration: o Synchronize Active Directory with O365

User logs on to their on-premise environment using domain\user User logs on O365 using user@domain.com Synchronization keeps the user name the same in both environments Passwords are not synchronized (User may have two different passwords)

o Use Active Directory Federation Services A single account (AD) is used for on-premise network and O365

www.fedejousset.com

User logs on to their on-premise environment using domain\user For O365 user is logged in automatically (SSO) or logs using domain\user

Microsoft Online Services administrator roles Online Services administrator roles apply to management of subscriptions (not CRM)

Administrative roles: o Billing Admin o Global Admin o Password Admin o Service Admin o User Management Admin

O365 Global Admins/Service Admins are added to CRM Online with System Administrator role

A CRM Online license is not used or required

Administrative access gives access only the Settings area

Manage Online Instances

Overview of Instances An instance is a CRM database (organization in CRM On-Premise)

Instance can be for Production or Non-Production (Sandbox) purpose

Instance properties

Administer instances Actions that can be performed on instances

o Switch From Production to Sandbox / Sandobox to Production Depends on available licenses

o Reset Only Sandbox instanced can be reseted (delete all data)

o Delete

www.fedejousset.com

Sandbox instances can be deleted / Storage and license become available o Administration Mode

Only System Administrator or System Customizer role can sign in Background operations can be disabled

o Copy Any instance can be copied to a sandbox instance Full copy includes all data, users and customizations Minimal copy includes user and customizations The copy instance is place in Administration Mode automatically

Tenant Considerations A tenant can include 50 production and 75 non-production instances

Each instance has its own SQL Server Database

A licensed CRM Online User can be given access to any instance associated with the tenant

A tenant is bound to a geographical region o By default, all instances are created in the same region as the tenant o On request, the ability to create instances in other regions can be granted

Multiple tenant o Consider this scenario for differing geographical or departmental needs o Each tenant is managed separately o Licensed users can only access instances in the same tenant o Licenses and subscriptions cannot be shared o A tenant can only be federated with one on-premises AD

Manage Storage Each subscription has a storage limit that applies across all instances

Notifications are sent when the limit is reached and at a threshold (80%)

If the limit is reached new records cannot be created

Manage Administrative Email Notifications Service email notifications are sent to CRM administrators

Additional recipients can be added at the instance level

Manage CRM Online Updates

CRM Online Update Policy New features are delivered for CRM Online twice a year

Customers are not required to take all updates

Updates will not be applied unless a customer approves it for each instance

At some stage, it will become mandatory to update an instance

Customers may skip updates depending on the version of the instance

After an update is scheduled, emails are going to be send prior, during and after the update

Approve Updates to CRM Online Updates are approved at the instance level

It’s possible to approve or reschedule updates using the CRM Online Administration Center

Consider using a Sandbox instance first to test that everything is working after the update

www.fedejousset.com

Related Online Services

Exchange Online Provides mailboxes for users and can be used with CRM Online

Emails created in CRM Online can be sent via Exchange using one of Server-side Synchronization, Email Router or CRM for Outlook

Can be added to O365 as a standalone subscription

Microsoft Social Engagement Cloud-based system for collecting data from social media websites

Can be used on its own or integrated with CRM (both Online and On-Premise)

Include data in CRM using dashboards or forms (Social Insight controls)

You must have a subscription from Social Engagement and assign licenses to users

Included with CRM Online enterprise licenses and subscriptions with 10 or more professional licenses

Microsoft Dynamics Marketing Cloud-based service for planning, executing, and measuring campaigns across multiple

channels

Integration with CRM Online o Marketing Connector Solution: to share and synchronize marketing data between

CRM and Dynamics Marketing o Marketing Seller Portal Solution: uses the shared data to an overview of marketing

messages to accounts and contacts from within CRM

Parature Cloud-based service which provides knowledge management, self-service portals and multi-

channel engagement

Knowledge base could be integrated with CRM 2015 U1

In CRM 2016, the knowledge managment features were added to the core features

Yammer Cloud-based service that provides a private social network for organizations

Can be integrated with CRM Online and CRM On-Premise

Yammer enterprise licenses are required to integrate with CRM (free version is not supported)

replaces activity feeds if integrated with CRM

Sharepoint Provides document, content, intranet and extranet management and search capabilities

Can be integrated with CRM to show document management within CRM records

Two types of Sharepoint integration o Client to server (using list component) o Server to server

List component is deprecated, still available in CRM 2016 but no recommended to use

OneNote Is used to capture ad hoc modes which can be typed or hand drawn

www.fedejousset.com

OneNote notebooks can be associated with CRM records

OneNote notebooks are stored in Sharepoint

Server-based Sharepoint integration must be enabled

Document management and OneNote integration enable per entity

Does not CRM notes

Telephony CRM integrates with Skype and Skype for Business

Telephone numbers can be clicked to start a call

Only one of Skype or Skype for Business can be configured per instance

Office 365 Groups Shared workspaces for collaboration between Office 365 users and include inboxes,

calendars, and file storage

Groups can be integrated with CRM Online to provide collaboration between Office 365 users that don't use CRM and CRM users

The integration is provided by a CRM solution that must be installed from the Office 365 administrative portal

Requirements include: o CRM 2015 U1 (not available for CRM On-Premise) o Exchange mailbox for each user o Server-based SharePoint integration must be enabled for viewing documents

Office Delve Is part of Office 365

Search content in Word, Excel, OneNote, SharePoint sites and elsewhere in Office 365

Can be shown in CRM via a dashboard component

Does not search for content in CRM

No additional licenses are required

Requires server-based SharePoint integration and Office Graph integration

OneDrive for Business Store, synchronize, and share work files (1TB of cloud space is included)

Files stored in OneDrive are by default private but can be shared (SharePoint documents are always shared)

Can be linked with CRM and can be synchronized with user’s computer using desktop app

Available in CRM2016 (Online and On-Premise), server-based SharePoint integration and one O365 license per user is required

Files are shown in the Document Associated grid

It can be controlled using security roles

CRM for Outlook

Overview of CRM for Outlook Is installed in a computer with Outlook

Access CRM data and features from within Outlook

Track emails, task, appointments and contacts

www.fedejousset.com

User CRM email templates

Work with CRM data offline

Requirements o Windows 7/8/8.1/10 o Windows Server 2012 and 2012 R2 Remote Desktop Services o Outlook 2010/2013/2016 (x64 client is only supported by x64 Office) o IE 10/11

CRM2016 for Outlook only works with CRM2016

CRM2015 for Outlook it will work with CRM2015 in online mode

Deployment methods o Manual installation o Manually using the command line o Download link in web application o Group policy o Microsoft System Center Configuration Manager o Third party tools for software installation

Configure CRM for Outlook To track emails and perform synchronization, email address in Outlook must match CRM

user’s email address

CRM for Outlook can display information from multiple CRM organizations

Only one organization can be the synchronization organization

For non-synchronization organizations o Going offline is not available o There is no synchronization with Outlook

Offline capability can be installed with the connector or later

With offline mode, all processing is performed on the user’s computer

Changes to records are stored in a local SQL Server Express database

When going online, a synchronization process updates the server database

To keep the local database size small, only records specified to be available offline by data filters. Users can change filters.

Synchronization fields Starting in CRM 2015 administrators can configure the fields that re synchronized

Works with Outlook client synchronization and Server Side Sync (NO Email Router)

Users can view (but not change) the fields

Attachments to appointments can also be synchronized

Synchronization can be one-way, two-way or none

Applies to Appointment, Contract, Fax, Letter, Phone Call, Recurring Appointment, Service Activity and Task

Configuring Mobile Devices

Mobile Device Apps Apps

o CRM for phones o CRM for phones express o CRM for tablets

www.fedejousset.com

Offline working o recently viewed records are cached and can be viewed but not edited o New records can be created while offline as drafts o Drafts can be edited before going online o Some restrictions can’t edit existing records, can’t link a draft record to another

draft o Drafts are not available in CRM for Phones Express

Security Privileges o Users must have “CRM for mobile” privilege to use CRM for Phones o Users must have “CRM for phones express” privilege to use CRM for Phones Express

Configure Entities for Mobile All custom entities can be enabled for all mobile apps

For CRM for phones/CRM for tablets entities can optionally be made read only

Many system entities are enabled (can be disabled)

Some system entities are not enabled and cannot be enabled

CRM for phones/CRM for tablets uses Main for type

CRM for phones express uses the Mobile – Express form

For components such as tabs, sections and fields can be hidden from CRM for phones

More than one dashboard can be enabled for CRM for phones/CRM for tablets

CRM App for Outlook Lightweight app for tracking emails and viewing CRM records

Preview add-in to Exchange Online mailboxes

It’s not a replacement for CRM for Outlook

For users there’s nothing to install, no configuration and no authentication

CRM Online only

Currently supported o Outlook 2013 o Outlook Web Access (OWA) on IE and Chrome

Install via CRM Online Administration Center

Email Management

Email Processing Options Email Processing Options

CRM does not include an email system

To send emails from CRM, it’s needed to configure one of the following o Email Router

Server-based email processing system PRO - Centrally managed solution, easier to manage for larger deployments PRO - Can be used in mixed/hybrids environments (Exchange On-

Premise/CRM Online) PRO - Supports Exchange 2010 and later CON - Mus be installed on a computer CON - Managed and configured using a separate program CON - Cannot synchronize Appointments, Contacts and Task with Outlook

o Server-Side Synchronization

www.fedejousset.com

Server-based email processing system Supports Exchange Server 2010 SP3/2013 SP1/2016. PRO - Centrally managed solution, easier to manage for larger deployments PRO - Managed in the web application PRO - Can synchronize with Exchange Online with minimal configuration PRO - Provides error reporting in the application PRO - Appointments, Contact, and Tasks are synchronized with Exchange PRO - Nothing to install CON - Cannot be used between CRM On-Premises and Exchange Online

o CRM Client for Outlook Client-based email processing system PRO - No configuration PRO - Nothing further to install (other than CRM for Outlook) CON - Cannot be used for queues CON - Emails created in CRM are not sent unless Outlook is running CON - Incoming emails are not automatically tracked unless Outlook is

running

In a CRM organization either the Email Router or Server-Side Sync can be used – not both

Email Tracking and Correlation

Emails can be manually or automatically created in CRM (tracking)

Emails also con be liked to relevant CRM records (correlation) o Using email headers (Use Correlation) o Smart Matching (Uses subject and recipients) o Tracing Token (Uses string on end of subject line)

User Options for Automatic Tracking

Folder-level tracking automatically tracks emails to a specific record

o Server-side sync o Exchange server o Folder to be created under the inbox o Map folders to CRM records o Doesn’t require CRM for Outlook o Maximum of 25 folders o Manual changes to the regarding field in the email will be overridden (unless the

email is removed from the tracked folder)

Mailbox Monitoring Individual mailbox (user/queues) monitoring

Forward mailbox monitoring o Recommended for larger organizations o Must configure a forwarding role for the user or queue mailbox

www.fedejousset.com

Synchronization Methods Incoming

o None o CRM for Outlook o Server-Side Synchronization or Email Router o Forwards Mailbox

Outgoing o None o CRM for Outlook o Server-Side Synchronization or Email Router

Mailbox Records Each user has an associated mailbox records

o Contains synchronization method and server profile (only apply to Server-Side Sync)

Any changes to the email address for a user/queue must be approved o Only applies to users/queues configured to use Email Router or Server-Side Sync o “Approve Email Addresses for Users or Queues” privilege o Can be disabled separately for users and queues

Server-Side Synchronization

Overview Server-side synchronization processes to emails to and from CRM

Runs as part of the asynchronous service in CRM

Nothing to install – ideal for CRM Online

Can synchronize appointments, contacts and task

Can be used with: o CRM Online and Exchange Online o CRM On-Premises and Exchange On-Premises o Connecting CRM Online with Exchange Online in a different tenant is not supported o CRM Online 2016 with Exchange On-Premises (only hybrid scenario supported)

Exchange 2010 SP3/2013 SP1/2016

Configure Server-side Synchronization Set the email processing method

Configure mailbox records

Create a forward mailbox record

www.fedejousset.com

Configure one or more server profile o When using CRM Online and Exchange Online server profile is created automatically

Uses the Server to Server (S2S) protocol Eliminates the need to specify email credentials

o When using Exchange On-Premises you must create a server profile Incoming and outgoing Exchange servers or use Auto Discovery How to authenticate with the Exchange server Additional performance settings

o Can create profiles for POP3 and SMTP servers o Credentials for CRM On-Premises

o CRM Online only option is to specify user name and password for an impersonation

account

Add mailbox records to a server profile

Test and enable mailboxes

Encryption connections are required o Exchange On-Premises server must user the HTTPS protocol (TLS, SSL) o CRM On-Premises HTTPS must be used for the CRM website

Otherwise saving email credentials is not allowed Requirement for HTTPS can be disabled using PowerShell

o CRM Online always use HTPS

Configuring Hybrid Scenario o Supported Exchange version o Enable basic authentication (Exchange) o Configure an account with impersonation role o SSL certificates o Enable auto discovery (recommended, not mandatory) o Test the connection to Exchange from outside company network o Create an email server profile

Set up a Forward Mailbox Instead of monitoring individual mailboxes, server-side sync can monitor a forward mailbox

Steps o Create an Exchange mailbox to use as the forward mailbox o Create a forward mailbox record in CRM o Add a rule for each user to forward emails to the Exchange mailbox o Select “Forward Mailbox” as the Incoming Email setting for each user/queue

Test Email Configuration Mailboxes must be tested and enabled

www.fedejousset.com

The synchronization methods for Incoming/ Outgoing Emails and Appointment, Contact and Task are tested

Results are shown on the email mailbox

Problems encountered are shown as alerts in several places o Sales/Alerts, Marketing/Alerts, Service/Alerts o Under related items in mailbox and Email Server Profile records o Dashboard “Server-side Synchronization Performance”